Complaints

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• Initial Complaint

  Date:11/20/2023

  Type:Service or Repair 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.

  Nini runs a lash tech service out of her apartment. I went on November 3rd of 2023. I was unaware she was not licensed until after the service. During the service her son was out naked. He also kept urinating himself and touching us. She then proceeded to continue touching my eyes after touching urine. I also did not receive the service I paid for

  Business Response

  Date: 12/09/2023

  I am writing you because I have received in the mail on 11/30/23 a letter from New Mexico regulation and licensing department with a complaint about me. In this complaint, it was said that I was handling my son with urine and going back-and-forth with my client and son , it also said that I never washed my hands and my blanket was full of dog hair. I come to you today to explain my side and to tell you the truth about this issue. I received a message from ****** also known as **** on ********* October 25, 2023 at 5:02 PM, indicating that she never had gotten lashes done before and was looking to do an anime set a new popular set, she was wondering if I could do them with some reference photos of what she was looking for, I had replied at 6:55 PM the same day and informed her That I have only ever did them once and it was on my sister. I told her if she wanted I could do them and see how she liked them she replied with “Yeah, that would be cool” and goes on about not being sure where she should book the appointment, we go on talking about the lashes and how she knows nothing about lashes and is asking questions. At one point she apologizes about asking too many questions I reassure her that’s what I’m here for to answer any questions she has. I told her to book a volume fill but meant to say book a volume, she booked the appointment on Friday, November 3 at 11:15 AM and then I informed her about a $25 deposit to secure her spot and it’ll go towards the final amount of her payment. I gave ****** my number to Apple Pay me the $25 and she did. She sent it on the same night at 9:46 PM. I texted her on the day of her appointment at 8:46 AM Stating to not have any make up on or around the eyes and to let me know when she arrives. ****** arrives at 11:10 AM. I open my front door and greeted her and allowed her to enter my home when she came in she greeted my son and myself an expressed to me how cute he was. I then ask her if I could step outside for a quick moment to get my son’s switch because he was going with my mom. I took my son with me because he won’t stay with anyone also he’s very shy, my mom was about 20 minutes late in picking up my son at this time my son was completely dressed with jeans and a long sleeve due to the weather getting colder! Before we started, I expressed to ****** why I was charging her $75 for an anime set and told her that I’ve only ever done it once on my sister and if she was still sure that was what she wanted, she expressed to me that was fine and that she completely trusted me. I had ****** sit on my lashing bed to evaluate her eyes and give her a consultation by the end of the consultation my mom had arrived for my son. I went into my bathroom and washed my hands with antibacterial soap and after used hand sanitizer I have near me at all times on my cart during the appointment, I was informing ****** of each step that I took from prep to finish so that she wouldn’t be afraid as to what I was putting on her eyes. We had great conversation during the time she was here, I kept making sure she was comfortable during the whole appointment. The appointment lasted two hours and 30 minutes. ****** paid me the remaining balance of $60, the set was $75 plus color which was $5 and a tip of $5 a total of $85. I had ****** sit for about 10 minutes evaluating her set and if she wanted me to fix them or add more ,I asked her if she has more time if she allowed me to fill them in more because they were very thin. She insisted not once but four times that she loved them and that’s how she wanted them after she left everything was completely fine but I was not satisfied with the set I gave her and told my boyfriend I could’ve done a better job and I wish she’d let me fill them in more. I messaged her on the same day at 1:03 PM If there’s anything she wanted done differently next time and I can make the spikes a tad bit thicker she responded with “ I love it, Thank you so much” and asked if she could tag me in her ********* story, I replied with Yes, of course that’s fine. I texted ****** on November 7th at 4:48PM to check in on how the lashes were holding up she responded with “they’re doing great I love them. I went to go show my sister the other day and she also loved them. I sometimes wake up with them going sideways but that’s normal because there’s nothing holding them up”. I informed her that yes the reason they are not staying up is because they are light but if she can come in so I can make them fuller. She said she was planning on coming in and to do exactly that. I received a message the next day on November 8th at 11:25 PM around this time I don’t answer because I’m already asleep, she messaged me saying that she was not going to rebook a fill because the lashes didn’t stay very well so she’s just gonna let them come off, she said she don’t think what we did was considered a volume but more or so a classic but she appreciated my time and trying new things. I agreed with her that they didn’t stay on very well because they were not full but that’s why I had asked her to come in so that I could fill them in and make them fuller, I was sympathetic to her and apologized to her not liking them. I informed her that I was also not gonna charge her to make them fuller because she did pay for a volume set which is $75. ****** apologize for coming off wrong and said she genuinely liked them the day she got them done but as time went by and lashes started to not stay up, which she knew because they were not full and nothing was holding them up. We went on to be sympathetic towards each other, her for coming off wrong, and myself for not giving her the set that she wanted she messaged me the following day November 9th stating that she didn’t reply because her car got broken into I didn’t text her back but she messaged me on November 11th asking if I could still fix them for her or get a partial refund, I told her that I could definitely fix them for her but never got a reply as to when we could do it. She text me on November 14th at 12:11PM asking if I had Friday available and if she should book again on my booking site I didn’t reply because I was at my soccer game all late afternoon for a tournament. ****** text me on November 16th at 10:38AM asking if we could fix them that day, or the following day followed with another message asking if there was a reason I was ignoring her and then messaged again, saying if I wasn’t gonna do the lashes just to let her know. I then received a missed call from her at 11:21 AM. I called her back at 11:29 and we had a conversation that lasted three minutes and that conversation she asked me when she’d be able to come in and get them fixed. I informed her that a whole week had passed by so there was nothing for me to fix since she waited so long to book, I also told her that I’d be willing to charge her a classic which is $55 and she’d be able to get any set she’d like or she can get a classic and pay $25 she said she would let me know and then hung up. I received a message saying I can pay $25 and get any style I want and that’s when I informed her of the choices above. ****** didn’t seem too happy with that and asked why I went back on doing her lashes for free, and I informed her that a week has passed by and I waited for her to book and at that point it would be a whole new set. I had to send her screenshots of the conversations we had before about booking so that she could see that I did say I would do it for free but after a certain amount of time that she let pass by I was no longer able to do them for free. We went on a while, going back-and-forth as to why I was going to charge her and I was willing to do them for free the day she was here, I wanted to fill them in to make them fuller but she insisted that’s how she wanted them. ****** said the reason she didn’t say anything is because she already paid and she didn’t want me to charge her to make them fuller. I informed her that I was simply gonna fill in the lashes without charging her since she already paid, I said to her that I was not going to go back-and-forth with her, and I gave her those two options and she could let me know. I feel like she then got upset said that the service was unfair that the blanket she was using was covered in dog hair, and my son was urinating on everything possibly contaminating everything and she didn’t feel safe coming back and she also wanted a partial refund. I was upset for her involving my son who was only there for 20 minutes and left when my mom came to pick him up, I then told her that just goes to show her true colors as a person involving my son and for her to have a great day. She responded with my hands had urine on them and I was touching her eyes and that I should know it was a health risk. I texted her wow this is unbelievable and then blocked her from my phone, my *********, and from my booking site, cutting all ties from her. ****** also never asked if I was certified or licensed. I felt like I kept it very  professional, especially after she mentioned my son. I’m a very clean person, especially since I have OCD I clean my apartment hours before I have a client I sanitize my bed, I wash my blankets and sheets everyday and use a lint roller to remove anything that the blankets or sheets might’ve gotten during the drying cycle. I wash my hands after touching anything and everything. I sanitize my hands after each step that I take to prepping and after my clients to keep a clean environment and not contaminate my tools or possibly give my clients an eye infection. I’m not a person to do something just to make easy cash! Lashing isn’t just something that I do for fun, I do it because I believe that I can make something of myself in the future. Open up my own business and make a name for myself. I’ve always loved the beauty industry, and I’ve always seen myself doing something to make others feel good about themselves. I’m very passionate about lashing and when I’m passionate about something, I make it my duty to know everything about it I’m not going in blindsided and lashing people, not cleaning my tools and not knowing a thing. I took a lash course in February of this year and finished the course on June 2, 2023 I took in some friends and family who were willing to let me practice on them up until the ending of August when I started charging I started off charging $30 and then changed my prices in September since then, I have never had any issues with any of my clients. I never had a client not satisfied with the set they’ve gotten. I am certified on Classics, hybrid, volume and Mega volume. I started lashing because I wanted to create something of myself. It was never my intention to make her feel bad. ****** was referred by a friend of hers who would come and get her lashes done by me. I’m not sure what more I can say, but I’m not a bad person, every client that I have came across any person that I have came across can tell you that I am sweet, nice and very outgoing person. I’m lashing with passion and it taught me so much patience, especially to be able to deal with clients in this type of situation. I am a stay at home mom and I do take care of my son 24/7. My mom will come for him on the days that I have clients so I’m not distracted and he’s not in the way. What she said was not only untrue but I also feel it was unfair to involve my son. I understand that she was upset, but I feel like she took it a too far, mentioning my son when he wasn’t even here. 
  
  
                   -****** **