ComplaintsforPro Nails & Spa

• Initial Complaint

  01/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  12/29/2022 $70 SNS Dip Powder Service plus tip Nails broke in two days with the holiday went back to fix 1/3 and 1/4, service refused because of lack of time after having an appointment Asked for a refund Owner declined and called **** security and police Want my money back my nails are damaged

  Business response

  01/17/2023

  Hi,

  This is Maxwell P***, owner of Pro Nails and Spa 1 LLC, telling my side of the story regarding the complain above:

  - we service the client nails, she wanted dip powder.  That powder is not unbreakable, how long it lasted depend on how the clients used their hands.  There are no guarantee.  However, we always tried to fix for our clients for free.  With this customer, she show up asking to be fix, we asked her to sit down and wait  about 10-15 minutes (we was busy with other clients) and we will gladly fix them for her.  She said she cannot wait, and she will be back the next day at 5.  The next day she showed up at 5:20 blaming of traffic.  We already taken on other clients so we ask her to come back at 7.  She said she cant.  So she started talking back and forth.  I got clients so I called **** Security to ask her out of my store.  She was the one that called the cops.  Cops showed up, speak to her and told her this is a civil matter.  So she started to lied that I threaten her and my business should shut down.  She yelled at the police and drove down to ******* Police Station and ask the officer there to call me.  All this took place about from 5:30 to 8:00.  Again, fixing broken nails for free is a nice gesture but NOT a requirement, we tried our best to accommodate her but she made it very difficult.  At this point we dont want to have anything to do with her.  I already told the cops and **** security that she is ban from my store.  The law say we can refuse service.  We have the No Refund Policy sign clearly posted.  This is a service business and we did provided the service and she was happy when she left the store.  

  Thank You

  Customer response

  01/17/2023

  
  Complaint: ********
  
  I am rejecting this response because I called on 1/3/2023 about my broken nails (5/10) and spoke with the female technician “Tina.” She told me to come between 5-6pm same day. When I showed up at 5:10pm she told me there would be a 15-20 min wait. Which was acceptable. It was 10 to 6, and I had another appointment. I kindly asked if I could return tomorrow at the same time. When I arrived on 1/4/2023, I was a few minutes late than expected. There was severe traffic I could not avoid. I was traveling from *** **** to attend this appointment and to obey traffic laws, I could not call to inform the salon. 

  
  

  When I arrived “Tina” had a client in her chair and told me she had a 5:30 pm client, meaning she didn’t note that I would be coming in. For obvious reasons this was upsetting because this was now twice I travelled and my nails were still broken. I asked the male who was also in the salon “Maxwell” if he could fix my nails and he told me he does not do DIP Powder SNS. I asked what he could do and he said to do UV GEL and it would cost an additional $60, on top of the $55 spent the previous week and the $15 tip I left “Tina” I unfortunately could not afford to invest more money at that time as the agreed upon arrangement was free fix of service. 

  
  

  Things did get heated and “Maxwell” called **** security where then I called ******* police. I went to headquarters because the responding officers would not enter the store to help the situation. Service was not acceptable for broken nails in 5 days, and $70 for service with tip should not allow for this. Since service of fixing was denied I asked for my money back, policy or not this is what should have occurred. ******* Liet Officer at the headquarters told me to sue “Maxwell” and file this complaint. I have not gone to the courthouse to do this as I am hoping this would provide the solution I’m looking for: my $70 I paid to “Maxwell” plus the $90 I needed to pay to fix my nails at another establishment. 

  
  
  Sincerely,
  
  ********* *****

*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. ↩