ComplaintsforAmazing Lash Owings Mills

• Initial Complaint

  12/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am an active duty service member who moved from Hanover, Maryland to Lacey, Washington on July 9, 2023. I made six automatic payments for eyelash service I cannot use anymore. I cannot stop the payments online and when I call, I am told to call another number for assistance. I want this business to stop the automated $139.99 monthly payment deduction from my bank account and give me a refund for the service charged since July. The service is not available where I live.

  Business response

  01/04/2024

  Hi *******

  We sincerely apologize for your concern and any miscommunication. Each Amazing Lash Studio is individually owned and operated, therefore there is not nor has there ever been an additional phone number any of our lash consultants or managers would provide or direct you to call instead for assistance. We handle all account/billing inquiries in the studio. Can you please provide the name(s) of the lash consultant(s) you say instructed you to call a different number and what that number is?
  
  Additionally, we have reviewed your contact logs, account, our studio email logs, and are unable to locate any communication or documentation of your request to terminate your membership. Per your signed membership agreement on June 16, 2023, you agree that you will continue to be billed on the same date of the 28th every month in the amount of $139.99, until a signed cancellation request form by you is received and processed by our studio, as we do not accept verbal cancellation requests. This has always been our membership termination/cancellation policy. Of course we understand some members relocate before terminating their membership, and this is why we offer the option to email the termination form instead of having you come in to the studio. Each of our lash consultants are firmly trained and knowledgeable on the cancellation process and options and will immediately email the termination form should they receive a call requesting to cancel the membership remotely. 
  
  We’ve gone ahead to email you a termination request form to the email address we have on file for your membership. Once we receive the signed form, the studio manager will process your termination immediately so no further membership payments are processed. 
  
  The studio manager will reach out to you today, or you can email ********************************* or give us a call at ###-###-####, if you have any additional questions or concerns in completing the correct termination process.
  
  Thank you!

  Business response

  01/04/2024

  Members sign a membership agreement when they choose to sign up for the membership. Our membership cancellation/termination policy is clearly defined in the signed agreement. Furthermore, Ms. ****** did not make any known attempts to contact us in regards to terminating her membership. We can verify this because once a member calls to cancel and is not local or able to come in, we email them the termination form immediately and the call is documented. Even if they do not email the signed form back to us, we can at least see where we communicated with them based on the date we sent them the form. This is not the case for ****** ******. We do not outsource our calls or know of any phone number to give guests/members if they call about billing because we are a franchise and handle all issues in the studio. So that claim was untrue unless she was calling a different establishment. 

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