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:01/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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 went to receive lip filler services from the owner, *** *****, yesterday 01/19. My total came to $375 and I paid with an ***** Card. My transaction was declined but showed in my ***** Wallet as completed. We tried twice more and the same thing happened. Today, 01/20 ***** Support let me know each declined transaction had gone through and they would work to dispute all 107 transactions my account. ***’s being (3) of those totaling $1125. Upon sharing this with *** and the professional communication with ***** Support, she refused to believe me and stated I needed to come in and make payment. I told her I would not as this would be handled between her as a merchant and *****, per *****’s instructions. She proceeded to then accuse me of stealing a lip balm from her (the complimentary **** **** Lip Slip she gave me from my service) and stated she would be filing a police report. I provided her the dispute reference number given to me by ***** and let her know she would be paying me back without a choice as it’s automatic and out of my control. I also let her know I would never return. This woman had the audacity to sit and listen to my story, connect with me, and then state she was going to “do me a favor by giving me those items since I was going through a hard time.” She held my medical condition against me (which is why I went in for such a special self care day) and attacked my character with no leg to stand on. I will never refer anyone to her.

  Business Response

  Date: 01/20/2023

  To whom it may concern, 

  I have already reached out via phone call to ****** at BBB. I have sent her an email with these requested items as well. I wanted to cover all basis and make sure I sent information here as well since I did not see this email before reaching out. I have provided a paper trail through our pay desk and screen shot from ******* ****** showing that we have not received payment and it was declined from *****. I have reached out to ***** as well who stated that if the payment was declined at the day of service then it will not process or go through at a later date. As you can see in the above photo it shows the payments were declined.  I have also ensured ******* ****** that if for some reason the payment did go through she would most definitely be reimbursed. You can also see on the date of her appointment that there is no moneys collected and she has a balance of $375. Where I did follow up with ******* to keep us updated on payment, I asked ******* to come in and we could figure out a better option to help her as well due to ******* stating yesterday that she was having a hard time financially and emotionally. ******* become frustrated and stated I would not being getting money from her that I could contact ***** or they could contact me. ******* was given a lip gloss in the treatment room that was called Gloss Aftercare. We also have a different gloss at our front desk for sale (**** **** lip slip) it is clearly marked and obvious this lip gloss is for sale. This was NOT given to the client and you can clearly see on our video surveillance that when she approaches the front desk the lip slip sample to purchase is there. She then drops something, places it in her pocket, and you can see the lip gloss is not longer there with no one but ******* being at the check counter and her not leaving the counter during that time.  With that being said, this is not something I really was wanting to share but she has now put me in a position to have to protect my business.  We not only love our clientele, our clients trust us. We have never had a bad review and we care about how our business is represented. I gave ******* every chance to come in and make things and she refused too. I want to thank ****** again for all of her help and wonderful customer service today. This has been very stressful due to our business never experiencing this in the 13 years of have own two different businesses. 

  Sincerely, 

  *** *****