Complaints

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:08/12/2022

  Type:Customer Service 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.

  I bought a package of services totaled at $400 pre tax. The services were meant to be broken up into 8 sessions. I had scheduled the services to fit around my busy schedule and the owner was late every service (4 times). On the last service I booked, which would have been the fourth session, she was not at the establishment and I waiting 20 minutes after scheduled time before leaving. I asked for the rest of my services to be refunded as I would not be coming back. She refused and said my contract was non refundable but would not provide me a copy of the contract to view. She said I could dispute the remaining fee with my bank and she would do the same and provide proof of my contract which she was still unwilling to let me see. She also claimed she had no way of totaling the remaining amount of my services. She was also very unprofessional during the sessions I did have. She would trash talk other clients, people she was doing business with; left the establishment while I was still in session to run an errand (there was no other technician there); took calls from jail inmate during session; and I had to remind her of steps she was missing. The sessions were meant to be 30-45 minutes long and I would be there anywhere from 2-3 hours because she had poor time management and execution.

  Business Response

  Date: 08/17/2022

  Hello, my name is Jennifer *******, owner of Beauty&Beastmode, LLC. I am responding to complaint ID ********.

  Client confidentiality is something very critical in my business so I will not state the name of this client but I will respond to every concern in this complaint. This client purchased a one time special that was any two services, 30 minutes each, $50. This was posted on social media, and under the details on the direct website link. She chose two services which equates to one hour at $100 on her first session.

  After her first session and the great results obtained, as documented in our measurement tracking form and photos, she wished to purchase a package. Since this was a promo and a one time offer, this is not something you can buy alone as a package. However, I made the client a deal and the cost of the package I sold her was half the normal pricing. She came several sessions in a row, was very happy with the services, never expressed concerns  and we had several text exchange about nutrition and wellness in between her bookings. The client  bought several products to accommodate her package and goals. During the sessions, we are in a very intimate setting as Body contour and sculpting involves doing so.

  At Beauty&Beastmode, LLC we take a mind, body, and  soul approach to any of our contouring, fitness, or health programs. Therefore, clients open up, they get to know their artist, and often discuss whatever their comfort level of private issues during the session. The client never expressed to me any issues with the duration of her sessions, timing, or any further scheduling needs. It is very difficult running a 24/7 book ability service but just like most stylist, doctors, providers of any service… You can sometimes be held up by the previous client depending upon their needs and unforeseen circumstances. I always tell the clients we don’t end the session until they are satisfied and we get the results desired. There is no exact timing to body contouring because each body is different, as to what is required on 1 client for 10 minutes, can be required on others for 30. You must let the body respond and tell you what you need to be doing. I explain this to my clients so they are assured of the services. It does say in every single contract, as they are all the same blank template, all sales and services are final and  are non refundable.

  Furthermore, any business would never be comfortable sending Photo messages of someone’s contract via text because you’re  never certain who is sending the text or who could see it. Any HR, as I am former HR myself, would strongly agree with that policy and the policy that contracts are viewable in person but are not able to leave the facility in any capacity. That particular evening I was at a city Council meeting. Beauty&Beastmode, LLC strives to be involved with the community as much as possible through civil engagements, sponsorship, and donations. This particular city council meeting, Beauty&Beastmode, LLC was speaking at this meeting and after speaking, was asked to stay and speak to someone specifically. I have been to several meetings and they’re usually less than an hour. I had no reason to think it would coincide with her appointment timing. However this particular meeting ran unusually long. I contacted the client to let her know what was going on and offered her a multiple free services that she had expressed earlier interest in for her inconvenience. I sent multiple messages and updates, phone called and I arrived 15 minutes after her scheduled appointment time. 

  I apologized profusely via text and the next response I received was that she did not want to continue treatment and wanted a refund. I had offered to make it right with additional services that far exceeded what she spent. I explained the no refund policy which she signed.

  In regards to the statements of trash talking clients: this is simply untrue she is referring to a circumstance in which I explained to her why I was running behind and just like in any service driven industry, you strive to make the customer happy and continue working until they are. I explained this is how her service would go, as well. This client had substantial results and never complained about anything until one single text message arrived the last evening we had communication, 2 weeks ago.

  Regarding taking a personal phone call: I am very proud to be engaged with my community, and an addiction advocate which sometimes involves those who are incarcerated and are seeking phone numbers, contacts, and directional advice for rehabilitation. This client’s service did not involve much physical labor after placed in the non invasive services we specialize in and I stepped out to take an important phone call I told her I had been anticipating.

  As far as leaving the facility, I went within the facility view to grab a drink, as I had been working 12 hours straight without anything to drink whatsoever and I asked her if that was OK. The client stated it was. I made sure she had her phone, the charging station and holder that is placed on the treatment bed and told her I would be back in five minutes which I was. There are several live view cameras in multiple locations of the facility in which I turned on the entire time. I am very sorry she is unsatisfied with the customer service as I have spent my life making customers happy and this is my sixth business and I have never had one BBB complaint. Due to our policies and the contract she signed, a refund cannot be granted at this time.
  
  Sincerely,
  ******** *******
  Beauty&Beastmode, LLC
  ************
  
  *

  Business Response

  Date: 08/23/2022

  I’m sorry, I’m sorry this client had a negative experience and I strives to make it right but was not given the opportunity. Due to guidance of council, which I request be retracted by name in the client’s rebuttal, I cannot change my policy whether it be HR or refund— for anyone. It would alter the entire structure of my business.

  There are others in paid-in-full or pay as you go (an option given to all clients—including This client) she chose to pay in full. If she felt the duration of service was unsatisfactory or incompatible, she was not locked into a package upon her first visit and did not have to elect to pay in full. Or even continue at that point.

  Our policy does typically lock clients into contracts if they are pay as you go or painful, just to ensure they complete their allotted amount of treatments to get optimal results for brand protection, guarantee a service, and, most importantly,  the expected outcome on their end. The client wanted the entire amount refunded in her request to BBB. Again, refer to the website and the details of the special, she bought a special that was a one time deal that I allowed her to buy multiple sessions of. She paid $400 total and utilized sessions. The client’s  receipt was for products bought, taxes and fees that I do not charge manually as they are automatically added by credit card processing company and each client is immediately sent a receipt with a breakdown on the spot prior to scheduling next session. At checkout, the receipt is sent, then the next appointment is scheduled. This is policy.

  As you can see from our interaction, the other occasion which I was 15 minutes late to serve an evening appointment, she replied “no biggie” and was not even at the correct location yet. I also messaged her prior to the appointment time. As per the receipts on my software, example July 21st; her appointment was scheduled 5:05, checked out at 5:57 (WE DO NOT CHECK OUT AND MADE NEXT SCHEDULED APPOINTMENT UNTIL SERVICE IS COMPLETED. The client’s next appointment, was scheduled the very next day and was scheduled at 7:30pm, checked out 8:16pm, scheduled appointment for July 27th, 7:30.

  Please see attachments. The third appointment did run longer than anticipated because The client added on some services which required me to thoroughly explain to her what the process is, what is used during the process, how it works, and what benefits would be received. This is a specialized service called meso therapy that I do not blindly give people until they fully understand how it works, then we choose the correct product for them. Appointment July 21st, client arrived at 5:05 PM, was checked out at 5:57 PM. Upon check out, client bought multiple products in a package at a reduced price, the bulk service package, and then as per the receipt breakdown, was shown this, and she left gratuity on both visits.

  Even the visit in which I arrived a few moments late, we finished within the timeframe. The July 27th ticket, 3rd visit, the client elected an add-on service which is scheduled at 30 minutes (post session) mostly because the education provided prior to the service, and was charged accordingly. The client purchased this twice during this visit which would result in her 1hr standing visit, 1 hour add on. Several of our services can be combined at once however meso therapy must come last when undergoing the specific services this client had purchased, and the fact it was the client’s first encounter with the add-on service and solutions used. With that said, her checkout time was appointment scheduled at 7:30pm, checkout at 10:17pm. Yes, we were a little backed up this day which often happens in the beauty industry as I think anyone can relate if you’ve had to sit for a hair appointment, nail appointment, doctor appointment, things can happen with prior clients that will cause you to run a schedule but the time expectations of the services are all given on the website and explained in person.

  The night in question of August 1, I made contact with her to let her know I was anticipating to leave City Hall very soon. text were exchanged. It’s not that I did not attempt to reach out to but the time expectations of the services are all given on the website and explained in person. The night in question of August 1, I made contact with her to let her know I was anticipating to leave City Hall very soon. The following text were exchanged. It’s not that I did not attempt to reach out to The client, she informed me she was going to sue me and block me and just eat the cost and not contact me any further. I tried to contact her multiple times as I was approaching the shop approximately 10–15 minutes past the scheduled appointment time and she was not there,  so I sent her a text asking where she was and this was the exchange: 8:34pm, she requested to reschedule and I had already arrived at the shop and attempted to call her while in transit with no answer,

  I sent her multiple text apologizing profusely and telling her that now I was aware I would do whatever she needed to fit her in at her convenience , 8:52 PM she stated she simply wanted to cancel and refund and the following text were exchanged. The prior text have already been sent. The client also used a nickname on the consent form different from the name given in this complaint. However, it will never be policy for us to share contracts via text but clients, past or present, are always able to view their contracts during the visit or if they just walk in.

  The contracts are brought out and brought into the treatment room at every single treatment. They are left in the treatment room for the entirety of the treatment. Again, I am very sorry this client had a negative experience, we are currently working on hiring staff and have ads out to do so but until that time, the workload is very heavy and I am very upfront with my clients that we have a 15 minute leeway policy on both directions, mine and theirs as I do live one hour away, previous client treatment can run over, and body sculpting is not a timed process, such as in a beauty process, you cannot determine the exact reaction and results until it starts to develop.

  Therefore, we often sacrifice our time in order to give the highest level of result possible at that visit. We strive to not make this affect other clients but just like any service industry job, it can sometimes happen.

  Customer Answer

  Date: 08/24/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  It seems as though Jennifer is more focused on irrelevant information (i.e. me going by my middle name rather than my first name) than the reason as to why I have created this complaint. I will refocus the complaint to my original reasonings in as short and sweet of a manner as possible. I had cancelled my remaining sessions and asked for the remaining funds to be refunded because my time did not allow leniency. I explained this to her as professionally as possible. She denied my refund and gave excuses and claimed my contract would not allow it but would not provide proof. I have provided proof of all of this previously to give substance to my reasonings for discontinued services. To this day Jennifer has still not given proof although there are multiple ways to do in a discreet manner. She has my address and email on file. If Jennifer is able to provide the contract that I signed as proof that I do not legally have a right to a refund then I will drop this matter. If she is not able to do so and still not willing to give me a refund then I will need to escalate this further. 

  
  
  Regards,
  
  
  
  ****** ******