ComplaintsforVagaro, Inc.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started a membership with this company at the end of April and had an onboarding meeting to get the software up and running for my business. They did not show up to the onboarding meeting as per our agreement. When importing all of my client information to the new software, nearly 80% of the information had errors that I had to spend hours correcting. I have paid for 2 months of service, but I have not been able to use this booking software since subscribing. I requested to cancel my service on May 28th and requested a refund. They advised they will not issue a refund, however, they are requesting a $100 cancellation fee for the credit card terminal that I have not used. I offered to send the credit card terminal back, and I refuse the cancellation fee as I have not even been able to use their software. I am reporting this in order to get my service cancelled with no further fees.

  

  Business response

  06/13/2024

  Thank you for bringing this to our attention. Regarding the missed onboarding meeting, our team attempted to reschedule with you as they were unavailable due to illness. We were unaware of the import issues you experienced with our software. Our imports team is always ready to assist with any questions or issues that arise during the import process. It's important to note that onboarding and import services are provided at no additional cost to new users.
   
  When signing up for our software, users agree to our participation agreement, which specify that Vagaro does not issue refunds for monthly service charges. You can review this agreement here- ************************************************************************************************** Additionally, when redeeming a free EMV reader, users must accept terms and conditions that states 'Vagaro does not issue refunds or accept returns for credit card readers.'
   
  Our management team would like to make this right for you. Please provide a convenient date and time for us to connect, and we will be happy to discuss a resolution.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I rarest my vagaro subscription be canceled and was still charged 5 days after. I did not authorize the charge Ave there shouldn't have been one. It was been 2 weeks since I was fraudulently charged and vagaro had made no efforts to reimburse or communicate.

  

  Business response

  05/02/2024

  Thank you for bringing this to our attention. We've made multiple attempts to reach out to address your concerns. Please feel free to contact us directly at ************ at your convivence so we can resolve this matter promptly. We're committed to ensuring your satisfaction and appreciate your cooperation in resolving this issue.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Vagaro has made my life a living h*** I switched from a different booking software in december. The entire system is flawed. They deleted all of my customers I had over 400 I am currently able to see 149. **************** is a nightmare they keep saying the issue has been resolved and it clearly has not. I also use their credit card processing, transactions will close out send customers a receipt and never process. I spend hours a day on the phone with customer service. I spoke with ****** and ******* in management as of late. I call almost daily. Nothing has been resolved and they keep increasing their prices. This is the worst customer service I have ever dealt with. I have no access to clients medical history, forms or consent this is now not just an inconvenience but a major liability.

  

  Business response

  05/01/2024

  We appreciate you sharing your experience with us, and we understand your frustration. Rest assured, we take your feedback seriously and are committed to resolving the issues you've encountered with our software. It's important to note that Vagaro does not delete information; once you close your account, you lose access to the information stored within it. Our management has been actively working with you to make everything right. We're more than willing to continue collaborating with you to address these concerns and ensure a smoother experience moving forward. Please don't hesitate to reach out to us directly so we can assist you further. Thank you for bringing these concerns to our attention.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Im being charged for merchant services that I dont have. I have called several times about this issue. Reps ***** you on the phone when you call or they tell you its fixed and its not. Im being charged $60 dollars a month when it should be $50.

  

  Business response

  04/16/2024

  Thank you for giving us the chance to address the issues you've encountered. We genuinely apologize for any inconvenience this has caused you. Please know that we've escalated the matter to our management team to ensure a smoother experience going forward. Your patience and understanding throughout this process are greatly appreciated.

  Customer response

  04/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased equipment from Vagaro in July/23, with a 1-year warranty. In January **** the equipment stopped working. I requested the equipment to be exchanged. The company asked me to carry out several tests and send videos and photos about the problem and tests. I did everything requested, I lost 3 weeks on this. After this time, the company Vagaro determined that the problem could be with the power cable and informed that they would send a new cable, but they charged $14 for shipping and sent only part of the cable (a wire), without the power supply and the other part of the cable. .I understand that this is a total lack of knowledge on the part of Vagaro's assistance, anyone without knowledge on the subject would know that the electrical supply depends on the source that is included with the cable.So I decided to file a complaint here because I cannot continue my business by waiting any longer without resolving the problem, or carrying out more unproductive tests.I urgently need to receive all the complete equipment for replacement, not in parts.My business is at a standstill and having daily problems due to the lack of a fully functioning terminal. And I do not agree to any extra costs for shipping or replacements.

  

  Business response

  02/08/2024

  We sincerely apologize for the inconvenience you have experienced with our equipment, and appreciate your patience throughout this process. As part of our warranty process, we kindly request your cooperation in following our troubleshooting procedure before the replacement equipment is dispatched. This will help us ensure that the new equipment meets your expectations and resolves the issues you've encountered.
  
  To expedite a comprehensive solution, we have ship the complete set of equipment and waived the shipping fee. I understand the urgency of your situation and the impact on your daily operations. We want to assure you that we value your business, and your satisfaction is our top priority. I appreciate your understanding and cooperation as we work to resolve this matter promptly.
  
  In the meantime, if you have any further questions or concerns, please do not hesitate to contact me directly at ****************************************** We are committed to ensuring your satisfaction, and I look forward to assisting you in any way I can.
  
  Thank you for bringing this to our attention, and I appreciate the opportunity to rectify the situation.

• Initial Complaint

  01/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I recently filed a complaint against Vagaro where they promised to fix their ongoing complaint. I rejected their response since over the past year they had continually promised to correct their mistake and never did. The problem was fixed last week so I accepted their response. No sooner was the problem considered done did their software breakdown again and not work.

  

  Business response

  02/10/2024

  Dear ******,

  I hope this message finds you well. We appreciate your continued patience and understanding regarding the ongoing issues you have experienced with Vagaro. 

  Our support and management team is actively working on finding resolutions to these issues you are experiencing. We want to assure you that we are taking immediate steps to investigate and rectify issue that have occured. We understand the importance of a reliable system for your business operations and are committed to providing a more stable experience moving forward.
  

  In light of the challenges you've experienced, we want to inform you that there is a timeframe for having a Better Business Bureau (BBB) complaint open. We recognize the seriousness of the situation and want to assure you that we will not stop until we have successfully resolved your issue. Our team is dedicated to working with Vagaro to implement a stable and reliable system for your business operations.

  We understand the impact these ongoing issues may have on your business, and we are committed to making things right. Your feedback is invaluable, and we appreciate your continued partnership. If there are any updates or additional information you would like to share, please feel free to let me know.
  

   

  Warm regards,
  
  ******
  Community Engagement Specialist
  ************

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Over the course of the last year Vagaro has not worked properly. At times I as the owner cannot remove classes from my schedule. I also have had clients cancel and it either will not remove them from the schedule or if they cancel within the 24 hour window it picks and chooses when to charge the cancellation fee clearly stated on my account. I have reached out numerous times to the company and the problem is temporarily resolved but accountability is never taken by the company. I have to prove their mistakes to them every time. This takes time out of my daily business as well as costs me money that they have failed to charge.

  

  Business response

  01/16/2024

  Thank you for reaching you, and we appreciate your patience as we work to resolve the issues you've encountered with Vagaro. We want to assure you that your concerns have been escalated to our management team, who are actively working in addressing the issues on a one-on-one basis. Your feedback is crucial in guiding our efforts to improve our services and ensure a seamless experience for your business.

  
  If there are any additional details or specific instances you would like to share with our management team, please feel free to do so. We are dedicated to resolving the issues promptly and providing you with the support you need.
  Once again, we apologize for any inconvenience, and we appreciate your ongoing partnership with Vagaro. Our goal is focused on delivering a resolution that meets your expectations.

  Customer response

  01/16/2024

   
  Complaint: 21110434
  
  I am rejecting this response because:

  This has been the continued response.  I have spoken with management and they only offer training and claim they are resolving the issue.  I will accept this when they actually take action and resolve the issues instead issuing the standard politician's response of all talk and no action 
  
  Sincerely,
  
  *******************************

  

  Business response

  01/23/2024

  We genuinely empathize with your frustration and sincerely apologize for any inconvenience you've experienced. Your concerns are of very importance to us, and we are fully dedicated to resolving the issues you've brought to our attention. Our management team is actively working on these matters and has assured us that the concerns have been addressed. To express our commitment to your satisfaction, we have applied a credit of $58.49 towards your next monthly subscription as a gesture of goodwill. We genuinely appreciate your cooperation and understanding as we work to ensure a smoother experience for you.

  Customer response

  01/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed up for a trial. Vagaros interface doesnt allow me to utilize their services in a matter thag would accommodate my business. Two representatives called to ask about my experience. I expressed the above, and that Id like to cancel the service. I hit unsubscribe from their emails. However, I was charged today. I called for a refund and they said they cant refund me, despite canceling over the phone with TWO representatives.

  

  Business response

  01/03/2024

  Hi there,

  Thank you for getting in touch with us regarding the recent billing concern. We understand your situation and upon reviewing your account, it appears that your 30-day trial period has elapsed, resulting in the transition to the monthly subscription, as outlined in our participation agreement- **************************************************************************************************. As per this agreement, refunds are typically not granted in such instances. However, in consideration of your situation, we've taken the initiative to process a refund of $27.10 as a gesture of goodwill. This refund has been processed and should reflect on your statement within 3-5 business days.

  If you have any further questions or need assistance, please don't hesitate to reach out to us. We're here to help.

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to express my deep concern about the recent disappearance of files and forms on your platform. This is a severe liability for my medical spa, as we need to keep accurate records of all procedures performed on our patients. Additionally, this violates HIPAA regulations, which require us to protect our patients' confidential information.Multiple patients, including ***************************** and *****************************, come to our spa with tags on their profiles, proving they have completed the necessary forms online or in person. Still, there are no forms or records associated with their accounts. This is unacceptable. It took Vagaro PRO almost a month to recover ********************************* file, which is completely unacceptable.To make matters worse, Vagaro PRO has also been merging data from two patients with the same name (***************************). This is a serious error that could lead to severe consequences.

  

  Business response

  12/15/2023

  I wanted to reach out to first thank you for bringing this concern to our attention. We recognize the gravity of your concern, and we want to assure you that we have dedicated significant effort to investigate your claim. We understand that this matter may have affected your trust in Vagaro, and we are committed to working tirelessly to regain your confidence in our platform. I want to emphasize that your data security was never compromised and access to your information remained strictly limited to authorized personnel within our secure infrastructure. Moving forward, we aim to strengthen our partnership with you. Our customers are the heartbeat to our business and we can assure you that we will continue to support you and offer a hassle-free platform for you to grow and continue to maximize your business. Thank you for your understanding, and we look forward to serving you better in the future.

  Customer response

  12/18/2023

  Better Business Bureau:

  I actually wanted to apologize for this complaint that was filed. I knew Vagaro was missing a lot of patient files and we were not getting what we needed but I was not the one who filed a complaint or knew it was being filed. I would love to take this off their company record if possible. I do know who filled this complaint and have informed them not ************** like this again without my permission. 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They will not cancel my account unless I pay them $100. I literally have not even used the account. I was lied to in order to get me to sign up. I shared what services I was receiving in my current application and he assured I would get all of those and more. The email literally reads free 30 day trial OR pay 25 and get a free card reader no strings attached. No strings is a lie. Once the account was created I saw that none of the things I asked for were included in my account, they were each additional and get expensive add ons. They stopped responding to my emails and have still not canceled my account. It wont allow me to cancel unless I pay $100. Its been open for 1 day only and I was mislead and lied to about the services I would receive with the account I was selecting. I am fine with losing my $25, but I refuse to pay them another $100 for nothing. I want my account closed

  

  Business response

  11/09/2023

  Thank you so much for taking the time to speak with us as we were able to resolve the matter by closing your account without the early termination fee. This is not the experience we aim to provide, and I truly apologize for any confusion and inconvenience it has caused. It is not our intention to mislead or create any misunderstandings, and we appreciate your honesty in bringing this to our attention. We value your business and want to ensure that your experience with us is positive and transparent. Your voice is always heard by us and has been escalated to the proper channels to better the experience for others. 

*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. ↩