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:01/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:01/02/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 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

  Date: 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

  Date:11/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 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

  Date: 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 Answer

  Date: 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

  Date:11/04/2023

  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.

  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

  Date: 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. 

• Initial Complaint

  Date:07/22/2023

  Type:Product 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 just tried to cancel Vagaro as I did not use it at all (I just got it 2-3 weeks ago) since apparently they sent my card reader and it got returned?? They emailed me to let me know that I have to pay $22 to get it re-delivered. I have no idea what they're talking about as I did not get any notification that I will be receiving it or that they tried delivering it.I was at the salon every day for the last 2 weeks and even if the salon was closed, they could have slipped it through the mail slot on my front door as it's big enough. Well to my surprise when I went ahead and tried to cancel it on the website, they alerted me that if I cancel, I will be charged $100 since I promised that I would use their merchant account!!! I am shocked! I've been in business for 22 years and have had other software through the years and never heard of such a shady business! I can't imagine what else I would have to deal with if all of this has already happened and i haven't even used this service yet?? I didn't even ask for a refund although they made it very clear that I would not be getting refunded even if i did NOT use the service!This company has a **** stars (many complaining of them being scammers as do i!)How on earth do they have an A-?I would like to cancel and not have to pay the $100 cancellation fee as they've now stated.I have not used any of their services as of yet and do not trust them at this point with my business.Please help! (Im not even asking for a refund of the wasted money i already spent with them.

  

  Business Response

  Date: 07/29/2023

  Hello, we greatly apologize for the misunderstanding and thank you for your patience while we resolved this with you by waiving the shipping fee. We are very excited that you are staying with Vagaro and we look forward to growing your business with you. Whenever you are ready to import your information into the software we look forward to your complimentary onboarding call so that we can walk you through the software and answer any questions you have. You are always welcome to utilize our free 24/7 support team at www.vagaro.com/pro/contact or at **********

• Initial Complaint

  Date:07/12/2023

  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.

  I own a small business that I employ Vagaro to be my booking system. On June 30th 2 charges were made by one client on two separate charges. One for a service. One for a charge. I always repeat back totals to Vagaro before I ask them to sign. The transactions were correct and both signed and completed. I noticed at the end of the day the these transactions did not show so I called in the morning to report to Vagaro. They said someone would contact me but it took several days for them to get back. They said that the transactions didnt go through and asked me to contact my client so I did. It was very embarrassing to bother her on her vacation. They gave me the last 4 of thier cc and the transaction amounts that were paid on their end. I gave to Vagaro per their request. Two weeks later Vagaro is now saying that they didnt pay, asking me to reach out to them again to get a screenshot of their statements. During the time that I called today I was told by tech support that their were multiple computer mistakes on June 30th. It is unclear if this was a security breech or a computer glitch or if it has happened before. Mostly with people being double charged but yet still Vagaro has not paid me for service/products that my clients have paid for. Now my clients are angry and are calling to file complaints with the institutions of the two credit cards used. I have lost a client of 10 years and angered her husband. When I told Vagaro that they wanted to speak to them and that if they didnt handle this I would speak to my attorney, especially knowing that thier were multiple issues this day, they refused to speak to me and hung up. So now as a consumer who pays for a service that is supposed to simplify and secure my payments I cannot even get basic information to assist with my account and still havent received payment

  

  Business Response

  Date: 07/21/2023

  Hello ******, 
  
  We have been working with you since you initially notified us there was a discrepancy. We were able to locate one charge that you referenced in your deposit report, paid out to you already. We added it to your transaction list report for consistency across all reports on the 12th. We have been waiting for evidence of the second charge. You were able to provide to us proof of the $180 charge which was already listed in your deposit report and paid out to you. You have not yet given us evidence that your client was charged a second time and we have not been able to locate it in your account, unlike the other charge which has already been settled. We can appreciate the position that this puts you in as a business and we would be happy to speak with your clients as well, as we have already previously offered. If we are able to get a screenshot showing that your customer was in fact charged a second time for $240 we are more than happy to continue investigating and remedying this on your behalf. Again, we have only received proof of one charge which we were able to quickly correct in the system.
  The agent who stated that there were multiple issues was unfortunately mistaken, and for this we do apologize. You can always check for issues or outages on our site status.vagaro.com, there were no incidents recorded on June 30th. 

  
  We are happy to continue working with you to get to the bottom of this, we simply have no proof that your customer was charged a second time. 

• Initial Complaint

  Date:06/25/2023

  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 have called and emailed multiple times to talk with the merchant service team of vagaro (for my credit card processing fees) about the rates I am paying and the continue to tell me I have a custom rate but can't show me proof or how much i am being charged per transaction. The sales team will talk to me but they have continued to tell me the merchant service team will reach out and never have. I feel like they are stealing from me and overcharging me for the last year. I have reached out via email over 5 times and phone over 10 and no resolution or help. I just would like to know how much i am paying for credit card fees so i can better run my business and charge my clients fairly!

  

  Business Response

  Date: 06/29/2023

  Hello ****, you receive paper statements each month that detail the processing fees charged per each transaction. During your most recent inquiry (ticket ##*******) we explained what your current rate is and you acknowledged your rate when you asked clarifying questions on it, all predating when you filed this complaint. We have responded to your multiple emails are awaiting your response back. As a courtesy we have also emailed you a PDF of your last few months statements, which again, you receive in the mail. We have answered what your rate is multiple times as well as have reached out and left multiple voicemails. We are happy to continue answering your questions, please respond at your earliest convenience.  

• Initial Complaint

  Date:06/23/2023

  Type:Product 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.

  Vagaro is awful. Worst service I have ever experienced! I basically got nothing from Vagaro. Spent a total of $80. Then they want my *** reader and deleted my account for absolutely no reason... All my hard work without my consent and knowledge then they have the audacity to request the *** returned to them when it was their mistake. If they didn't want to send it to me in the first place they should have stopped it beforehand. They told me to send their stupid *** reader and I was going to out of courtesy to them but they wont give a prepaid return label or offer to refund any shipping charges or anything. They are ridiculous. Won't offer a refund for the $80 I have spent on this ridiculous company. As a startup this is disgusting. Even though I got this stupid *** reader with the trial I was told I could get the **** thing. I have all my chat supports saved. So it is absolutely their fault!! Awful company and awful customer care. They dont care about their customers or helping small businesses. They just take your money and your sanity.

  

  Business Response

  Date: 06/27/2023

  Hello, the promotion for the *** reader results from a contract stating you will agree to keep your merchant account open for 12 months, otherwise you will be charged the cost of the *** reader which is $100. This is stated in the terms and conditions that you agreed to at the time that you redeemed the promotion. Unfortunately, the partnering bank Is unable to support your business type, therefore, requiring termination of your contract. We requested the return of the reader so that you were not charged the $100, and we did offer you a return label to ship back the reader at no cost to you. You are welcome to continue using the software for booking purposes but you will not be able to process credit cards through us at this time.  

• Initial Complaint

  Date:04/30/2023

  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.

  Ive had vagaro for over a year and also used it at my previous salon. Its incredibly glitchy and the customer service is awful. They charged my client 3 times ($900 instead of $300) when I called they said sorry we will send this to x** department they will get refunded within a week. She never was so she disputed the charges. Vagaro offered nothing in terms of apology and will not resolve the fact that there are three notifications that wont go away relating to chargebacks. They outsource their development to ***** and you cant talk to them. They always say we will call you back and never do. The customer service staff is usually guessing answers and doesnt fully understand the software or salon business. The card reader is only connected about half the time and doesnt take payments when the wifi is out like most processors do. The managers are only there 9-5 pacific time which is typically when my salon is open and I cant call. All they offer in terms of resolution is to delete and redownload the app which doesnt solve anything. When they log into my account they arent even able to see the chargeback notification and dont know why I see it and they do not. I paid for a quickbooks integration $30/mo that they never fixed unknowingly for 1yr. I lost another chargeback probably in part because they dont offer any free forms integrations and you have to pay another $10/mo if you want to have a form protecting you for chargebacks.

  

  Business Response

  Date: 05/08/2023

  Hello *****,

  We sincerely apologize that this has been your experience with Vagaro and we assure you this is not the norm. At the time of the duplicate charge incident our team had a higher volume than usual and took longer than normal to view your duplicate charge ticket. Unfortunately, your client filed the chargeback before our team able to address your concern and for that we are truly sorry. We've confirmed with our engineers as well as you that the notification for this chargeback issue has since been resolved, we've gone ahead and applied a credit to your account for the inconvenience. Our management team is reachable 24/7 and have made multiple attempts to reach you to extend our apologies and remedy this situation. We are always accepting of feedback and we will continue to work towards providing a positive experience to our customers.  

• Initial Complaint

  Date:04/17/2023

  Type:Product 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 initially tried Vagaro for free which asked for credit card to initiate free trial. Upon trial period trying for a few days I saw it was not something that would work for me. I no longer used it and saw the company had charged my credit card $35. I dont need the service. The service doesnt suit my needs. I tried to request to refund my money and was told no. I would like to get my money back as I didnt use any of the service for what I was being charged. I dont know any company that charges customers for nothing and keeps their money. I would like to get my money back.

  

  Business Response

  Date: 04/18/2023

  Hello ******, 
  
  You opened your account with Vagaro on March 14th with a 30 day free trial which ended April 13th. We automatically put a reminder and countdown in your notification panel for how long you have remaining in your free trial. Once your free trial ends and the next billing date arrives, the card on file is charged and this is non-refundable. If you were to cancel your account before the 13th (the end of the free trial) you would not have been charged. Since you did not cancel your account before the end of the free trial your first monthly subscription charges automatically since your account was active. This is an automated process and is standard practice with any subscription service. 
  When you reached out after your first subscription was charged because you "forgot about vagaro" we did offer you another free month to get started and use the software as well as a free import and complimentary onboarding training, which you declined. We make every effort to help you get started with the software and if you decide to return to Vagaro in the future we are more than happy to continue working with you and get you fully integrated with the software. Ultimately in this instance the software is completely automated and if it detects a plan is active the charges are immediately applied. Vagaro does not offer refunds, you are welcome to read more on our policy here  *************************************************************. If you have further questions you are welcome to reach out to our support team, available 24/7, at **********