Complaints

• Initial Complaint

  06/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Platinum Rose Studio regarding a scheduled tattoo appointment and subsequent issues with the service provided. I believe my consumer rights have been violated, and I seek assistance in resolving this matter.On April 19, I scheduled a four-hour tattoo appointment at Platinum Rose Studio for May 3. The agreed rate was $100 per hour, totaling $400. During the appointment, the artist only worked on my tattoo for two hours yet requested the full payment, citing feeling rushed. Reluctantly, I paid the full amount in cash.The remaining appointment was rescheduled to May 26 due to the artist's availability. Unfortunately, on May 26, I received a last-minute cancellation due to the artist feeling unwell. The appointment was then rescheduled to June 26, but on that day, the artist canceled again due to a family emergency, without providing a new date.Seeking a refund for the two hours of prepaid but uncompleted work, I contacted the studio owner via email. I explained the repeated rescheduling and my decision to cancel the tattoo, requesting a refund. The owner denied my refund request, urging me to be considerate of the artist's circumstances.In my follow-up email, I expressed understanding but reiterated my refund request. The owner replied with a simple "no" and failed to address my concerns. With the attached email thread, the owner defended the artist's circumstances, attacked me, and insisted that I either reschedule or forfeit my money.Due to these circumstances, I no longer feel comfortable continuing the tattoo process with this studio. I firmly believe I'm entitled to a refund for the two hours of prepaid, unprovided service. I have been patient, understanding, and significantly inconvenienced by the repeated rescheduling.I kindly request your assistance in holding the studio accountable for their failure to provide the agreed-upon services and their refusal to consider a refund for the services not rendered.

  Business response

  06/29/2023

  To whom it *** concern,
  
  The Client mentioned, **************************************** had paid in advance for their services by choice. All deposits and services are non-refundable due to the permanent attributes of tattoos. This is posted in the studio on a LED display at the front counter of the admission desk.
  ***s service rates at the Platinum Rose Studio are as follows: $100 non-refundable deposit for all appointments, in which is deducted from the final appointment upon completion. The Hourly rate for *** is $125 an hour, half day rate is $425 for 4 hours, full day rate is $800 for 8hours.
  The client (****************************************) physically struggled to get tattooed due to the pain during her first appointment and was advised to finish at a later date. The client agreed with her artist and rescheduled.All existing *************** must wait a mandatory 4-week period to allow adequate healing time before proceeding into completing the initial tattoo. If this procedure is not followed it will create complications with the bodys ability to heal a tattoo properly.
   If the client cannot handle the physical stress that tattooing can cause it is studio policy to reschedule at that time. ************, her artist, stated clearly to *************************** there was no need to rush the progress and if ****** was not in a good state of well-being, whether mentally or physically, rescheduling the tattoo to a later date to complete the tattoo is following studio policy. This policy prevents any unnecessary issues that can arise due to tattooing such as,physical trauma to the skin, immune system stress, bacterial infections or any other stressful elements that *** result in any form of a technical execution errors that can occur or create more concerns for the artist to execute or complete properly.
  Current studio resident artists scheduling availability times range from 4 weeks to 12 months depending on artist, tattoo project, day and times available to the clients current schedule. It is studio policy that artist will not tattoo the general public if they are not feeling well, this is also advised by the Linn County ************ Any client that shows up to an appointment ill, running a fever or any other signs of sickness, they will be instructed to reschedule. This information is given to every client upon the day of the tattoo appointment via release form. The form requires truthful medical information, any current prescriptions or health issues that *** affect the outcome of the tattoo. Appointments will be rescheduled until the artist is not running a fever and the artist is in a better condition of health in order to perform their duties. If an artist has an immediate emergency or any other conflict the artist will reach out to the client or clients via email or by phone to reschedule. The studio is not responsible for a client not responding to our outreach,email or phone.
  *************************** had chosen to show up in person at the studio for her rescheduled appointment on Monday, June 26th 2023 regardless of being contacted by her artist ***. Unfortunately, *** had to cancel again due to a death in the family. ****** proceeded to discuss with another resident artist at the studio ********************* and demanded her money back. According to resident artist ********************* she was not very polite about the issue and was recommended to contact the owner if there was an issue. Once contact was made with ****,the owner, her initial email addressed the issue and requested a refund regardless of the circumstances. Her second email was more passive aggressive and entitled while she attempted to disguise in type. She is quoted in her email that as a customer, I believe it is reasonable to expect timely and reliable service. Unfortunately, this concept is non-existent in tattooing due to several factors. Tattooing is not like a haircut, manicure, or any type of fast service business. Tattooing is not a standard service providing occupation however, it is a time-consuming unique craft with multiple variables and at times can be unpredictable when working with the human body.
  6/29/2023: *** had reached out to her client ****** via telephone and gave other options for rescheduling. ****** expressed she did not want to complete the existing tattoo however, wanted something different or new.*** offered opening appointment dates for both 6/30/2023, 7/1/2023 along with honoring her remaining balance of $200/the time left to be credited to the new tattoo. ****** declined. ****** asked *** to refund her money and was told that is not up to the individual artist, only the owner. *** asked if she was just not interested, she declined yet felt uncomfortable with returning due to the conflict she had created with the owner after her email request for a refund was denied.
  I *************************, owner of Platinum Rose Studio, assess this as a situation where the patron tried to get a return on services due to their own behaviors, attitude and lack of patience with the circumstances. I believe the issue consumed them not realizing it *** have been a little too excessive of an approach on their part per their email response. My first email response was professional, to the point and the policies we follow. After receiving ******* second email I noticed more projection, gas lighting, lying about the initial appointment outcome and what I felt was a bit of manipulating of the issue so my response to her email was No. I simply kept my answer direct and in no form was a personal attack on ****** as she is still welcome in our establishment in which we have continued to give her options to complete her service.
   I currently manage multiple inboxes and hundreds of emails a week. I try to get to everyone quickly and efficiently. If for any reason an individual emails myself, artist or the studio with rude, inappropriate behavior or language it is our right to ignore or not to respond as we have the right to refuse. If a consumer directs an email to the studio with lesser behaviors yet is demanding in his or her request without careful consideration of the human on the other side of that email, they will be responded to in a professional and direct manner to handle any issues they *** have regardless if the outcome is not what they anticipated.Client *************************** was one of six clients who were immediately affected by **** rescheduling conflict however, ****** is the only client that has made the situation a problem for themselves regardless that other clients had to change their schedules including work and or time off. 

  Customer response

  07/05/2023

   
  Complaint: 20249812
  
  I am rejecting this response because:
  

  Dear Better Business Bureau,
  
  I hope this email finds you well. I am writing to express my continued dissatisfaction with the current state of the complaint I filed against Platinum Rose Studio. The studios response regarding the situation is inaccurate and extremely accusatory. I was adequately prepared for my initial appointment and have had several tattoo appointments where I have sat in the chair for multiple hours. I was not distressed at all during the appointment and the decision to stop early was solely because my artist did not want to feel rushed starting my second tattoo (which was located on a different part of my body and would therefore not need the 4 weeks of heal time mentioned).  
  
  To provide you with more context and evidence of the situation, the original complaint has the email conversations I had with the owner of Platinum Rose Studio attached. Throughout our correspondence, it is evident that I have consistently maintained a polite and respectful tone,without resorting to rudeness or any unprofessional behavior. Additionally all interactions I had with artists, **** and ***, were respectful and understanding. When speaking to both artists I was calm and followed their instruction to reach out to the studio owner for my request via email. Despite this, I have been unable to reach a satisfactory resolution regarding the reimbursement for services I did not receive.
  
  Furthermore, I also included a copy of Platinum Rose Studio's *** section, specifically the section regarding reimbursement policies. It is worth noting that the *** does not mention any requirement for prepayment, nor does it include a policy on reimbursement for services not rendered. This further supports my claim that I should be eligible for a refund for the two hours that were paid for but not utilized for the tattoo session. I may be the only client making this type of request to the studio; However, I believe I am the only client that had paid for hours of service that was not completed, while others who were affected were able to decline rescheduling with no issue since they were not previously asked to pay for a future appointment.
  
  Unfortunately, the situation has devolved into a 'he said/she said' scenario, which I find unproductive and not conducive to a fair resolution. The studio owner has attacked my character and accused me of lying, manipulating, and gaslighting. I am requesting your assistance in resolving this matter effectively and objectively. 
  
  Given the current impasse, I kindly request your intervention and guidance to facilitate a fair resolution. It is important to me that this matter is resolved amicably.
  
  I appreciate your attention to this matter and eagerly await your response. Please do not hesitate to contact me should you require any additional information or clarification, or for copies of my aforementioned supporting documentation. Thank you for your time and assistance.
  

  Sincerely,

  ****************************************

   

  
  
  
  

  Business response

  07/11/2023

  To whom it may concern,

  We will not proceed further, nor negotiating any actions in favor of **************************************** and we will stand by our original response claim filed with the BBB. The issue at hand has caused lost time for the service provider as well the Platinum Rose LLC business and is incurring cost.

   

  Thank you.

*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. ↩