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:02/13/2023

  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 subscribed to Vagaro for my business. They charge me a monthly fee and additional percentage and a fixed fee per each credit card transaction I received from my clients. I opened my doors as a small business on 2/2/23 using Vagaro. Vagaro has withhold over 5k USD worth of transactions from Feb. 3, 4, 7 and 8th claiming that a change I made in the routing number on Feb. 4th was the issue. I have e-mailed and contacted Vagaro multiple times for a solution and as of today nothing has been done. Today I also inquired about their refund policy if I decide to change POS providers because of their inability to solve my problem and they indicated they do not refund their clients for the devices and charges I incurred to operate with them.

  

  Business Response

  Date: 02/22/2023

  The banking information that you enter when you apply for a merchant account is what is sent to the bank. The information that you originally submitted was not correct so the bank was unable to deposit the funds into your bank account. When this was brought to our attention we were able to work with you to identify the incorrect information. As soon as we received the updated information from you we immediately notified the bank to update on their end as well. Unfortunately the timing of this situation coincided with an issue on the banks end that affected reattempting the deposits once your information was updated.  
  We have been working with the bank on your behalf to get this resolved and we are happy to confirm that this has since been resolved and you have received your funds! We do apologize for the inconvenience this has caused and we can confirm that since your information on file with the bank is now correct you will not experience this same issue in the future. We look forward to our continued partnership.  

• Initial Complaint

  Date:12/19/2022

  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.

  Vagaro's software glitched during checkout and a customer was charged in full for their services. However, Vagaro has no record of the transaction in the software, and we were not paid/did not receive the $217 in credit card batch payout. In over 1 week with ********* sent, customer service is simply not responding to this serious issue.

  

  Business Response

  Date: 12/27/2022

  We do apologize for the initial delay in communication due to the influx of holiday support requests, thank you for taking the time to speak with us over the phone. While the transaction did not generate data specifically in your Transaction List report, it did post correctly in your Deposit report and we were able to confirm that you were indeed paid in full without delay for this transaction. We are happy to correct your reporting and add the data to your Transaction List report. We have tried reaching you multiple times to collect the details of this transaction so that we can correct your report for you. Whenever is convenient please either continue correspondence or reach out to our support department at ********** so that we may finish correcting this issue.

• Initial Complaint

  Date:12/19/2022

  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 recently opened a Vagaro account and 2 payments were collected. $500 on December 2, 2022 and $625. On December 8, 2022.Vagaro has refused to deposit these funds. They have been emailed 4 times and called 5 times only to be sent to voicemail with messages not returned. An email was sent from the company independently and not in response to my emails stating their bank has decided to freeze payment and would like more client information. This is in direct violation of HIPA laws.FullPatient names, services provided, addresses, etc. This information is being requested for absolutely no reason other than satisfying Vagro staff members curiosities. The patients at no point contacted Vagaro or their financial institutions to complain about charges. We are now 3 weeks out and Vagaro has not deposited the $1125, will not respond to emails or phone calls and continues to demand the releases of confidential records.

  

  Business Response

  Date: 12/27/2022

  Thank you for your patience in this matter and apologies for any inconvenience that this may have caused. The processing bank, Vagaro and its merchants are required to follow federal laws like the Bank Secrecy Act and Money Laundering Act. Due to this, the processing bank is legally obligated to request such personal information to complete their reviews of transactions. Not only are we required to follow the federal laws, they are bound by their backing banks and card brand regulations to complete these investigations and make sure all accounts are following these laws, policies, and agreements set forth by them. It is the banks policy to holds funds while they investigate and prove, beyond a reasonable doubt, that the transactions are not fraudulent and follow all regulations. There are more parties than just Vagaro who are taking on risk and involved in this process. We strive to fulfill our part of the process and provide the necessary information to the processing bank as quickly as possible so that they can complete their investigation.

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18608680
  
  I am rejecting this response because the information required to verify the charges has been provided in a timely manner. Furthermore, there was no reason to continue with the brazen assumption of fraud as the owner of the card also contacted Vagaro to clarify the charges are legitimate. Vagaro has chosen to disregard their client, their customer service liaison and the owner of the card for absolutely no reason. 
  
  Sincerely,
  
  Liberty Perlungher

  

  Business Response

  Date: 01/04/2023

  The bank, not Vagaro, identified this charge as potential fraud because it was 830% more than your service price. The bank requested additional information, Vagaro contacted you multiple times for over a week before you contacted us back from an email not on file for any merchant account with the bank so we could not authenticate you. You then refused to provide the information which caused additional delays for you. Once you finally agreed to provide the information, the bank was satisfied and released the hold. While we understand that this 1 transaction was questioned by the bank, they must follow Federal Regulations when they detect a suspicious transaction which includes providing additional information about the transaction. Thank you for understand that this is a Federal Requirement that the bank must enforce.

• Initial Complaint

  Date:12/07/2022

  Type:Order 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.

  Paid $113.00 for services that were not completed. Company refuses to answer Keeps adding charges to my credit card

  

  Business Response

  Date: 12/15/2022

  Hello *****, thank you for taking the time to speak with us over the phone. To review: $113 is your full subscription amount, the service mentioned in your complaint was the text marketing feature and the selected plan was only $50. The specific issue you had was a text marketing campaign that you had set up to send for Black Friday and was indeed completed, just delayed. The delay was an anomaly due to heavy holiday volume for Black Friday. Since this is less than the quality we want businesses to expect from Vagaro we have refunded the entire amount of the text marketing feature in question. We look forward to your continued partnership with us and we hope you continue to reach out if you run into any issues, we are very happy to help. 

   

• Initial Complaint

  Date:10/04/2022

  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.

  This is third time Im not getting my money deposited in to my accounts . I would charge my clients on a first for their service and third time vagaro response was they having issues with deposit. Im starting to think that company simply not paying customers because piramide scheme. Anyway I would like to get paid on schedule deposit day and I am not . Its frustrating because Im small merchants and I depend on that money each mont to pay my rent bills etc.

  

  Business Response

  Date: 10/05/2022

  As soon as we were made aware by our partner bank we notified businesses through our status.vagaro.com page that there would be a delay with deposits. The delay impacted a small subset of our users and all affected users received their deposits within 24-hours of the anomaly. We understand how this impacts our businesses and we worked with the bank to make certain that additional redundancies were put in place so that this issue does not occur again. 

• Initial Complaint

  Date:09/29/2022

  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.

  September 23 I had received my package containing a pay desk system a scanner and a EMV reader from Vagaro. this whole system which cost me $1270.72 ******** dollars after tax. I had called the Vagaro sales team to ask specific questions about the system before purchasing. I purchased the system Sept 13 so I either called that day or the day before.I called to make sure that this system was not just a booking tool to run Vagaro and asked if I can run my whole business from it like a tablet could. I used a specific example asking if I could run Spotify from it. I compared it to purchasing a tablet and was making sure that this system could operate like one. The salesman assured me that I could in fact do all of this and never once indicated that the system only supports what is already on the device and is essentially only a booking system. Which I made very clear that I did not want.I stated that I was falsely sold an item that does not operate in the way I was informed it would. I would like to return this item and receive a refund. I was told I could not return this item and that Vagaro does not take any returns, I asked to speak with a manager and was told I could not and then was directed one through email. I have called back 2x since and both times left with no response to why I cant be refunded other then I signed and acknowledged the refund policy. I had said I was aware of the refund policy but again I signed it with the intention that I was being sold something completely different therefore having no need to return it. The information on there website is very vague about what the device actually does so that is why I had called to verify. They do record our conversations which I have asked them to go back and replay so they can hear for themselves that I was influenced to buy this device under the wrong pretences.

  

  Business Response

  Date: 10/05/2022

  When purchasing hardware we make our policy very clear that we do not offer returns or refunds. We do, however, offer a one-year warranty for all of ************ products. We are happy to troubleshoot, answer questions, and help educate you on our products. The Pay Desk does come with ****** Chrome web browser, which allows you to navigate to Spotify.com. Our support team is available 24/7, so if you have further questions on how to use your Pay Desk please reach out, we are happy to help.  

• Initial Complaint

  Date:05/13/2022

  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 am a hairstylist and I stopped using Vagaro as ***************** in May 2021. Vagaro decided to start charging my account $10/mo in October 2021 but I had not been using their services since cancelling in May 2021. I called them when I noticed the charges in Jan 2022 and they reimbursed the funds withdrawn but didn't stop taking $10 out of my account which I noticed again two weeks ago. They have reimbursed me again but refuse to destroy my account information so this won't happen again and will not respond to my calls or emails.

  

  Business Response

  Date: 05/19/2022

  Hello Malia,
  
  We sincerely apologize for your experience. We take matters like this very seriously and want to let you know we are committed to having a safe and secure system.
  
  However, when it comes to merchant information, legal and business necessities require specific information to be kept for a period of time. Organizationally, consistent with our Privacy Policy, we comply with the full extent of the laws and statutes regarding data retention. We sincerely apologize for the inconvenience, but for that reason, we are unable to completely erase your data from our system.
  
  Please let us know if you have any other questions or concerns. Thank you.

  Customer Answer

  Date: 05/20/2022

   
  Complaint: 17198794
  
  I am rejecting this response because: I want my bank account information deleted from the system because there have been fraudulent charges to my account multiple times after closing my Vagaro Merchant Account. I feel that the only way to ensure this does not happen again is to ensure my bank account information is fully deleted from the system.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 06/08/2022

  Hi Maila,?  
  ?  
  Unfortunately, we cannot completely erase your merchant account information. It is a legal requirement for merchant payment processors to keep this data as a business necessity in case we are requested/audited by a government agency for this data in the future.  
  
  We have, however, confirmed that our bank refunded the last of the service fees charged to you. We have also confirmed with them that your account is closed and will not be charged any further. We sincerely apologize for any inconvenience you experienced, and we appreciate your understanding.

  Customer Answer

  Date: 06/15/2022

   
  Complaint: 17198794
  
  I am rejecting this response because: these are fraudulent charges on a closed account! How can it be a law to keep someone elses bank account information after there have been fraudulent charges? This is absolutely unacceptable for you to continue storing my bank account information after the issues Ive had. 
  
  Sincerely,
  
  *******************