Complaints

This profile includes complaints for Ebbert Esthetics LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ebbert Esthetics LLC

  405 Capital St Suite 810 Charleston, WV 25301

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  Ebbert Esthetics LLC

  100 Ridgeview Dr Scott Depot, WV 25560

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/23/2024

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transactions with this business occurred on several occasions. Samantha E***** was hired as my wedding makeup artist and was pre-paid for her services beginning August 12th, 2023.
  
  On 8/12/23, I paid a $100 deposit. On January 19th, 2024, I paid the remaining $400 included in our contract. As stated in the contract, the deposit is non-refundable, but per Ms. E******s cancellation policy, I was to be refunded if I cancel more than 30 days before my event.
  
  I booked other services through Samantha E***** after that, but she never amended my contract and the additions were only discussed on ** messenger. These additions added another $200 that I paid Ebbert Esthetics.
  
  Ebbert Esthetics was booked for a tattoo party on 4/20/24. After a miscommunication about payment, Samantha cancelled and offered a refund (only for the $ towards the tattoo party- an additional $200). While Ebbert Esthetics claimed it was a client issue, Samantha E***** never intended to keep this booking because she was out of town from 4/19-4/21. After her cancellation, I felt unsafe using her as my wedding MUA, so I accepted her cancellation for 4/20 and requested my $ back for the wedding. Please note, Samantha tried to revoke her cancellation only after I told her I wanted refunded for the services in my wedding contract. Samantha claims she does not have to refund me since her website says no refunds on prepayment. This was not anything I agreed to and her website has been updated (even with a name change, now ****** **** also her website revolves around her PMU tattoo work and says nothing about MUA services) since my contract signing. While I know I am not protected for the $ that was discussed on ** and paid to Ebbert Esthetics ($200), I do feel I should be protected for the $400 I paid Ebbert Esthetics since the contract we mutually signed states NOTHING about refusing to refund pre-payment.
  
  I can provide any screenshots from messenger/ receipts to show $ EE received from me

  Business Response

  Date: 05/16/2024

  To whom it may concern, 

  I am Samantha E*****, owner of Ebbert Esthetics, LLC commonly known as “*** ****** ***” on ** and Instagram. 

  I would like to start by saying I have utilized “*** ****** ***” since April of 2023 when my esthetics work permit expired as I did not obtain my esthetics license/was not performing any esthetic services - only PMU. 

  ******* *************** has received several (completed) services from me included PMU brows, PMU lips, PMU liner, and a tattoo since the name change. All of these were paid for and executed with no issue on her end.  

  ******* asked if I would do her wedding makeup. I agreed and we got into detail planning. I require a $100 Deposit for any service over $200. I do not require ANY further prepayments for ANY services, aside from that initial deposit. My events require a $100 deposit, and must be paid in full a week before the scheduled event. Any events with an *outstanding balance* canceled after the 30 day mark, are non refundable. Any events canceled before the 30 day mark forfeits any deposits (including prepayments made towards the event. I do not require any payments to be made after the deposit is paid until a week before the event) 

  I was also booked for a tattoo party at ********s residence to do some micro tattoos at her bridal shower. 

  If you would like to deep dive into the full conversations that transpired, I attached many screenshots to the attached word document - but to summarize, ******* has routinely requested to prepay and *set her own* payment schedule. I have never required this out of any client and she is my only client in the history of my service career that has ever done it this way - completely on her own behalf. 

  I have labeled in my cancellation policy on my website, in my “about” tab on my website, when an appointment is booked, as well as hanging in my service room that ALL prepaid services and classes are non-refundable and non-transferable except in case of emergency. 

  This can be seen by any and all of my clients and I have mentioned to ******* specifically how strict I am about my cancellation policy in person before. 

  ******* routinely altered, added, took away, split up, etc the invoices that she scheduled herself; so many times that it became extremely hard to keep track of. There were three separate conversations where I explained to ******* that all the back and forth and changing of the invoice dates and amounts were seriously interfering with my ability to keep our appointments and balances straight. I continued letting ******* set and miss her own payment schedule, add and drop things, and adjust her invoices multiple times up until *the day before* bridal shower/tattoo party event. 

  Several days prior to the tattoo event, I was asked by ******* if she could pay in increments AFTER the event. I told her unfortunately I required full payment for the event, but I could take off the other services she was prepaying for from her invoice no problem - however the event would have to be paid for ahead of time. 

  as of 3:30pm on April 19th (day before event), I sent ******* an invoice for the final balance of her tattoo party. I was in ************ WV (not even 40 minutes from my home) celebrating my anniversary (4/20) early because I knew I would be wrapped up in the event the next day. ****** responded that she was driving out of town but once she arrived, she would pay the invoice. 2 hours later ******* messages yet again to change the payment plan and says she “may” just have to pay the next day. At this point I have explained multiple times my expectations for payment of this event for months - I have spent countless hours preparing for the event, drawing my flash sheet, printing the stencils, and going back and forth with her in conversation, and I tell her that at that point I would just like to opt for cancellation if she can not pay her deposit. Even though per my policy, if someone doesn’t pay a week prior to their event, they forfeit what they have paid - I offered to fully refund her for the event since I did not initially give her an exact payment date and because I valued our relationship and knew we had appointments moving forward. My intention in doing this was setting normal professional boundaries regarding payment of services. 

  ******* became emotionally erratic, sending long messages over and over again as I am traveling home from ************. She is mentioning being heartbroken, crying, etc. I never want to make a client have a negative emotional reaction and although I was very confused at the reaction, I tried to console. I offered to resend the invoice and still do her party as long as we had a mutual understanding/respect about payment schedules and communication boundaries. I apologized for coming off strongly with the cancellation and mentioned several times that I respected her and valued her as a client but my policies needed to be respected. 

  ******* seemed to become even more emotionally distraught and requested to cancel all the events and standing appointments she had. (Some paid for, some services she traded items for (such as a workout weight bar), some not paid for at all) I urged her multiple times to reconsider that and reminded her of my prepayment cancellation policy. I told her I would still resend the invoice for the tattoo party, and that I would even preform a PMU service ($150) for free as my way of extending a helping hand following all the dramatics and intense emotional reaction that was exhibited. She still declined. Keep in mind I have all materials prepared, all stencils printed, spent multiple hours drawing and tweaking a flash sheet to fit the brides wishes, etc. I had poured hours into planning this event. At this point it was passed 10PM that she was texting me and was still firm on not accepting my offer to resend the invoice. At this point, I prompted her to focus on her weekend and we would speak on Monday. 

  Monday came and when I got into contact with her, I reminded her of my prepaid cancellation policy again, and gave her my method of refunding her $200 for tattoo party. I also expressed that I understood she was upset over the tattoo party issue, but I would still gladly do the PMU service for free and move forward with the trial/rehearsal/wedding makeup in June. She declined and I reminded her of my policies yet again. 

  ******* at first told me she was taking action with her lawyer - in which I responded I didn’t feel like that was necessary but I would contact my attorney if I had too. ****** then messaged me 2 days later to say she forfeited moving forward with her lawyer and instead reached out to BBB. I gave her all the information she requested out of me promptly and professionally. 

  I was not out of town from 4/19-4/21. I spent 2 hours in ************ on 4/19 and was back at home by 8pm. I was home all day on 4/20. On 4/21 we took a day trip (2 hour drive) to our neighboring state, OH. I have photos to prove my whereabouts if that is in question. 

  ******* was someone I really clicked with at work and I considered her a friend hence my prior leniency. As a result, I typically used non-professional language and banter when talking with each other and let her “get away” with things I would not have done for other clients. 

  The party cancellation was because of failure to prepay. When offered to pay that night, I accepted and told her I would resend invoice. I never suggested canceling any other event or appointment. I was not out of town for her event. I fully planned and was fully prepared to execute the event. ******* is confusing heightened emotion and speculation with facts. 

  I apologized to ******* for the miscommunication, offered multiple solutions, and tried to appease client multiple times in multiple ways before it came to this. 

  Customer Answer

  Date: 05/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and do not feel any resolution has been attempted. Please review my thoughts below:

   The points Ebbert attempts to make in her response do not justify the refusal to follow her own contract/ stealing money. While she includes a screenshot of the refund & cancellation policies on her Gloss Genius site, this is not valid when considering my complaint because the wedding makeup was never booked through this site. Ebbert took money from me on ****** and *****. All discussion of wedding makeup was  over ******** messenger. I learned today (through her own confession in the opening of her response) that Samantha E***** has not been a licensed esthetician or cosmetologist since July 2023. When she took money for my wedding makeup (under her LLC, Ebbert Esthetics) she was operating illegally.
  

  Below are screenshots of the following:
  -Ebbert accepting my booking through ********. 
  -***** receipt for the $100 deposit on 8/11/2023.
  -Bridal makeup contract from E.E. LLC, sent on 8-13-24, a month after her license expired. From the time the contract originated and Ebbert accepted payment all the way up until she attempted to convince me not to cancel her services, she has been an unlicensed artist. 
  -The current state of Ebbert’s license as a Cosmetologist/ Esthetician which can be found on the WV State Board of Barbers and Cosmetologists webpage.

  -A conversation asking if pre-payment was allowed/ okay with Ebbert- no refusal of refund should I wish to cancel after pre-paying was mentioned. Since she portrayed this as such an absurd request in her response, I felt it necessary to include this screenshot because everything Ebbert attacks me as a client for doing were things she acted were no big deal when I asked directly. I am not responsible for an adult business owner who tells the client something is more than fine if it is not. 
  

  Regards,
  

  ******* *******