ComplaintsforA List Beauty Lounge Inc.

• Initial Complaint

  08/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Signed up for body contouring package *********** never called me back to schedule after my 4th body appointment. I completed a sauna package but never completed my second package When I spoke to the company they said that I had 18 services which would be impossible I did not pay for that many services I disputed the charges through my bank, then the company reached out to me and said I owed money which would be impossible because I never received all the services in the second package and was unable to start the 3rd package *********** proceeded to state that I had several missed appointments and no shows which never happened because I wanted the service, I was looking forward to the service, they canceled me because they overbooked

  Business response

  08/08/2022

  The client bought a package that was extremely discounted. She expressed how much she loved coming to the location to receive her services, she expressed to us several times that she did not have the funds to pay all in full. At the time, we were not accepting payment plans for services and packages that were extremely discounted. She did receive 13 treatments in the location, not 18, due to purchasing several different packages. She never contacted us back regarding her missed appointments. The receptionist did reach to her to reschedule and she stated that she will let us know. She did file a dispute with her bank and we contacted her asking if there was ever an issue or complaint that we were not aware of. She still has a balance of $430 to pay for her remaining package and we would be happy to complete her services. Here at A List Beauty Lounge, we pride ourselves in making sure every clients needs are met, because of that we made sure that we were able to make some arrangement with her so that way she can come and complete her services and complete her goal. Not once did she express that she was upset or anything. 

  Customer response

  08/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

  Hi 

   

  The company is charging me for services not rendered, I cancelled the appointment and they put if for no show and continued to ****

   

  the package was never fulfilled they offered me more sessions of the alist and never now they are saying I completed my service which is not true 

   

  here are screenshots of our conversations 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer response

  08/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I am not going thru any hardships and I find that as I derogatory statement and shows the lack of respect they have for their clients.  They are charging me for services I never received and they promised to change my package - which i have attached above.

  In their statement they state I was not owed sessions, now they are stating I am owed sessions- they are clearly covering their tracks

  At this point they owe me five sessions, which i want a refund for, whether it is partial credit or full credit, the point is they promised something and did not fulfill, I tried to call them to schedule my appointments and they did not call back which is poor business- I do not feel comfortable going back to them and if I did I would have to reinvest another ******* and start over, which does not make sense and I believe they were doing this on purpose because they wanted to bait me to continue to buy more packages as they kept rescheduling my appointments due to over booking 

  I have attached text messages where they promised to change my package which they are stating they completed but now are stating they do in fact owe me more sessions.  How can a company charge me for something I did not receive?

   

  I should not have to owe for a package that was never started and I should have an equivalent of 5 sessions refunded to me so I can go elsewhere 

   

   

   

  In order for the BBB to appropriately process your response, you MU seST answer the question above.

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

  Business response

  08/12/2022

  I have attached a few extra screenshots, I apologize that she feels offended, we are just trying to get the situation handled and have more clarity as to why she is upset. ****** loved coming to the place of location so much that she would stop by on days she didn't even have an appointment, just to say hi. She would also state that she felt so comfortable here that we were friends. We built that repour with her so much that if she really did attempt to make those calls and could not reach us, any other time she could have contacted us directly.  As stated in the screenshots she did complete 1 package and purchased a more expensive package that included several different services for an extremely discounted price. As stated, before she completed one package, and she paid that one off. The second package she stated to us she could not afford all of these services in one shot, so we allowed her to make payments because we wanted her to receive the best care possible. We told her because it is 3 different packages in one, she can pay the services in 3 payments. As she signed the addendum of no refund, she will not be receiving a one because the services she received were paid for. The $430 that is owed is for her last group of services, which should have been wood therapy, but she instead wanted more sauna, as she showed in her screenshots. We did not call her or hound her for payment because she stated she was going to come back and make a payment for the last group of services. 

   

  With the package she purchased that cost $1175, which is a $2400 value, we allowed her to make payments, even though we do not allow in house payment plans. We care so much for her well being that we want to see her succeed. So at this point, there is no money owed to either party unless she comes in for more services. 

• Initial Complaint

  07/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I purchase a 5 session package deal for a sauna detox treatment. My first session was on 3/16/22 and it went great. Owner *************************** was present and very informative. 3/17/22 was my second session, however upon arrival, I was asked to have a seat as they were not ready for me. About 5 minutes later I was told Ill be right with you by the technician. 30 minutes pass and no one has come out to inform me of whats happening. I walked out of the establishment and went home as my time was not respected. On 3/19/22 I contacted owner ***************************** via social media (Instagram). I explained to her my experience from 2 days prior and without an apology, I was given excuses for what happened. She did offer to reschedule my appointment and asked which days worked best for me. My appointment was rescheduled for 3/23/22 to which I could not go. I called the business and no one answered. I left a detailed message asking to be called back. On 3/24/22 I called again and left another voicemail due to not receiving any call back. I was never given a call back. I made contact with an employee, I later found out was the owner ***************************, on 7/1/22 via the business social media page (Instagram). ****************** proceeded to ask why I waited so long to make contact and that I had services 3/16 and 3/17 with a no show no call on 3/23. I corrected her by stating 3/17 I walked out of their business with no service and on 3/23 I did in fact call to reschedule and left a voicemail has no one answered. I will attach screenshots of the conversation had with ******************. Her responses were very inappropriate and quite frankly very disrespectful. I requested for a refund which has not been honored.

  Customer response

  07/06/2022

  Hello,
  
  
  My name is ***************************** and my complaint # is *********
  
  
  Below is the information requested. 
  

  
  As mentioned to the owner named ****** in my messages, the time lapse was due to my husbands work schedule and being away overseas. I do not have anyone to watch my 3 children. 
  
  
  The contract may be non refundable but my original interest when contacting the business was to schedule my remaining sessions. The contract does not state there is a deadline or expiration date in which the services must be used. It did not matter when or how long its been since contact. The owner insisted on asking why I took so long to contact them, when I told her why along with my complaint on what had happened during the second visit, she became defense, rude and disrespectful. The manner in which she asked if I wanted to reschedule do you want to reschedule or not? was very threatening and I no longer feel comfortable receiving services from such company. 
  

  They shouldnt be allowed to threaten and offend their customers and keep the customers money because of a non refundable contract. Threatening a customer out of using a service they paid for and fully intended on using is not the way to run a business and hide behind non refundable contracts. 

  Business response

  07/26/2022

  Hello,
  

  This client purchases a sauna package for five sessions at the beginning of March. Our policy indicates sessions must be used within one month of purchasecompleted sessions. On our client's second visit, we ran behind and gave our client several curtseys that we would be running late. On our camera, our client walked out and did not let anyone know she would be leaving. We followed up with our client, who stated she could not wait. She then sent a personal complaint to ********************************* private Instagram account. ****** addressed her concerns and offered to reschedule her since MARCH. Since then, she has scheduled three visits, but she showed up three times and did not call us. That was four months ago. She is now reaching out to be added to the schedule again, and we offered to assist her; she has been sending threats and attacking us through phone calls and business messenger. After speaking with her through Instagram messenger, we advised them of the no-return policy. We suggested that if we put her on the schedule, she could not show her appointment since this client is making inappropriate complaints and has gone to business groups to speak about us negatively. We strive to ensure all of our clients receive the proper care and ensure everyone leaves with a smile. 

*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. ↩