ComplaintsforGold Permanent Makeup LLC

• Initial Complaint

  10/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The date of purchase was 08/23/2021. I paid more than $1100 upfront for permanent eyeliner tattoo. I should not have agreed to pay him before I was satisfied with the work because he took advantage of me and took my money and then did not put enough ink to complete the job.. They were swollen and black ten minutes into the appointment and he had stop. he couldn't finish the job because they were so swollen shut. I should not have left because he refused to finish the job when I tried to put the rest on, he told me he will be charging me again for a second job. He also refused to give me any information on his license to work in the state of Texas on permanent makeup. Oh m afraid he scammed me out if $1135.00 And I want my money back!

  Business response

  01/04/2022

  Business Response /* (1000, 5, 2021/10/28) */ The client, ******** ******, had an eyeliner appointment scheduled for August 23, 2021 at 1:30pm. After meet and greet, she started by completing a state required (mandatory) consent form and a medical questionnaire. In the consent form, the client agreed to different terms, including but not limited to: A follow-up or touch-up may be required for an additional charge, permanent makeup procedure fee is non-refundable, and no guarantees whatsoever whether express or implied are given with any permanent makeup procedure. Please see the attached for partial consent form. After the consent form and pre-procedure pictures, we went through a detailed consultation for over an hour discussing the procedure approach and the pricing. Client agreed to $895 bundle price for Top and Bottom Eyeliner with a few optional add-ons (after $400 plus in different discounts/promos). Potential touch-up mentioned on at least 3 places on the consent form was further clarified in writing. The procedure was performed in good faith. Due to a lot more extra work required (because of excessive bruising, swelling and bleeding), the appointment took much longer than anticipated; the next client was postponed from 4pm to 4:45pm, and finally started at 5pm - an hour late. Everyone's skin is different, healing is different and results are different. Client's above average bruising, swelling and bleeding had to do with the different skin (canvas). Throughout the procedure, we had great social conversations and we learned about each other's families. Upon finishing the procedure (after 4+ hours), she paid the agreed upon $895 for the eyeliner service using her credit card AND separate gratuity in cash. Spoke to the client and her unknown friend/relative over the phone a few days later, and offered a discounted touch-up procedure as a goodwill gesture. She paid a standard $35 non-refundable deposit (applicable towards procedure), and scheduled the follow-up/touch-up appointment for September 23, 2021 at 1:30pm. However, on the day of the procedure, the client did not show up, called or texted. Her appointment was marked as a no-show after waiting for her for 30 min and the booking system generated email for her accordingly. About 10 min later (at 2:10pm), client called about the following: 1. To discuss missed appointment, 2. To inform she needed to have the eyeliner removed and some technician reworked the area within a month of original service?), 3. To request refund on service about which she was explained it is a non-refundable service, 4. To notify her lawyer is looking into the case, and 5. To ask about tattoo license information. She was referred to the State of Texas website. This information is public record and available online upon quick search. Corresponding state license is prominently posted at each of the two Gold Permanent Makeup locations for review and verification. A month later, on October 25, the client filed a complaint with BBB requesting the refund. In a nutshell, the client had agreed to the procedure and pricing in writing, agreed to the procedure fee being non-refundable, and agreed there are no guarantees whatsoever. She was satisfied enough with the final results that she paid gratuity after the service, scheduled a follow-up appointment a few days later and paid the deposit towards the touch-up appointment. Therefore, unfortunately, we are unable to offer any refund in this case where service was provided in good faith. Best regards, **** Gold Permanent Makeup Consumer Response /* (3000, 7, 2021/10/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) He lied on the paperwork about the payment- his response is untrue I paid upfront and he did not finish my appointment like promised Business Response /* (4000, 11, 2021/12/01) */ The client has posted a brief response, "He lied on the paperwork about the payment- his response is untrue I paid upfront and he did not finish my appointment like promised". This response does not include any material facts, proof, or attachments to back her allegations. The paperwork (consent form) was signed by her. She did not specify the part of the response that she felt were untrue. Out of thousands of clients, nobody was ever charged for the procedure(s) prior to the service(s). Why did she pay gratuity after the service, if the procedure was not completed? If the client believes she had paid an amount other than $895 plus gratuity for original service, she should provide proof of that. The audio recording of her 4 hour long appointment (including personal/social conversation about our families) and her call to schedule a follow-up (including her friend's discussion over the phone) are on file. I would prefer not to attach these on a public platform unless absolutely needed. Towards the end of recording (after reviewing the results of the procedure), she had stated, "This is awesome, I am so happy right now". Once again, the client had agreed to the procedure and pricing in writing, agreed to the procedure fee being non-refundable, and agreed there are no guarantees whatsoever (thru a signed consent form - a partial copy of it was provided with original response to her complaint on BBB site). She was satisfied enough with the final results that she paid gratuity after the service, scheduled a follow-up appointment a few days later and paid the deposit towards the touch-up appointment. Therefore, unfortunately, we are unable to offer any refund in this case where service was provided in good faith. Best regards, **** Gold Permanent Makeup

*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. ↩