Complaints

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• Initial Complaint

  Date:08/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lip blush tattoo was performed on the school premises and led by, and primarily performed by the schools permanent makeup instructor, Shiraz. Shiraz was distracted by other students during the treatment and tattooed the clients lips with her head as turned for long periods of time. The result is the lip pigment being outside the natural lip itself. The day after the procedure and many times there after, I emailed the school and texted the instructor photos and expressed concerns about it being done poorly. My more recent correspondence was asking the school to take ownership and responsibility for the work done at their facility and fix the work as the school has the tools and resources to repair this issue. The owner refused treatment unless it was paid at full price. It is not appropriate for the client to pay for an error done on their side. The treatment was performed on the evening on July 12, 2022 at the school.

  Business Response

  Date: 09/22/2022

  ---------- Forwarded message ---------
  From: <******************************************************>
  Date: Wed, Sep 21, 2022 at 7:42 PM
  Subject: Response to Complaint ID: ******** *****************************
  To: : <[email protected]>
  Cc: <******************************************************>
  

  
  Re: ***************************** complaint
  
  ***************************** was a student at Lillique Training Institute. She has taken both the Master Esthetics program and Permanent Makeup program.
  Our Permanent Makeup program consists of color theory, infection control, theory techniques for eyebrows, eyeliner and lip liner. Our
  practical portion consists of eyebrow mapping, measuring, color matching and color implementation into the eyebrows or eyeliner. We allow, and
  encourage, all students to complete up to two live models, for the eyebrows, at the end of their program. We also offer a coaching
  session. The coaching session is an opportunity for the student to perform the eyebrow service, with the presence of an instructor, who may
  help and guide the student during the service. The coaching sessions are paid for by the student and they are responsible for bringing their own
  client. The coaching session for the eyebrows is $200.00 for 4 hours. We do have a separate workshop for lips, at the cost of $500.00.
  ****** requested the 4 hours of coaching and provided her clients information for scheduling. ****** scheduled her client for “feather
  eyebrow” service. During this time, ****** was still attending the Master Esthetic program and was discussing how nervous she was, and
  excited, about doing her friends eyebrows. The day of the scheduled appointment was immediately after her Esthetics class and the class
  wished her good luck and encouraged her before she met with her client. The discussion about her client was always about performing the
  eyebrow service.
  At the scheduled time, the client checked in at the front desk. She was greeted and checked in for eyebrow service. The client was asked if she
  was excited about getting her eyebrows done and her response was yes, and I totally trust her with my life, so she can do whatever she wants.
  At that time, ****** escorted her client to the room for the service.
  The service that was completed was lips, not the scheduled eyebrow service. When the instructor was asked about changing the service, the
  instructor explained that ****** told her it was cleared and okayed from the owner. This was never a discussion that was brought to the owner, as
  then the scheduling and pricing would have been very different.
  ****** contacted the school regarding the lip service she provided being unsatisfactory. On July 19th, ****** was sent an email stating she owed
  a balance of $300.00, as the coaching session was for eyebrows, not lips. In a meeting with the owner and ******, it was explained again
  about the coaching versus workshop, the balance of $300.00 was forgiven and the opportunity to correct the client would be at the cost of the
  student, or the client.
  ****** was not happy with this and emailed August 15th saying "you are caught up in administrative jargon none of which is my responsibility". 
  Also stating she has advised her client to seek correction elsewhere and pursue full reimbursement from you via small claims court.
  We have tried to work with ******, had forgiven the debt she owed, which could be used towards the correction. ****** was threatening with
  lawyers, suing, and filing complaints.
  At this point, we have fulfilled our obligations to the student. ****** should not have changed the eyebrow service to lip service, as she was
  not ready to perform that work.  As a school, clients understand the work being performed is by a student, that is being trained, not a
  professional with many years of experience. The student was dishonest and manipulated the situation to have another service performed and the
  consequences are not the responsibility of Lillique Training Institute. 
  
  Thank you,
  Lillique
  

  Customer Answer

  Date: 09/22/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:The owner of the school is lying. The school - on their website and on the state board requirements state that lips are part of the curriculum. Full lip and lip liner. I have the over of the school on a recording stating that the instructor is new and did not cover all the content because she gets distracted. When I booked my appt, I didn’t know what service I’d be doing. I ordered lip colors weeks before the appt. I told the instructor many times about this. I ordered brow and lip color because I didn’t know what we’d do. Since the instructor was off course the entire program, and we never did lip work and never saw a lip model, the instructor, and myself decided lips would be better since we never covered it in class. 
  
  The “model” fee of 200 was paid. The person showed up for the appt and at check in the front desk person checked her in. Whatever confusion takes places at the front desk is not my issue. It is not the clients issue. I tried to update the appt booking online to lips but it was not an option so I just picked a placeholder when she arrived and when I was working on my client notes. 
  The school seems to believe that a mistagging in an appt takes them off the hook for any issues that occur at their school. Since we never covered full lip in class - which is a state requirement and on their website as part of the curriculum - the instructor started the service on the client. She demonstrated how to line the lip, how to fill in the lip color and so on. She did the majority of the lip work since I never saw this performed and she didn’t instruct us in class.
  
  From the day after the lip blushing was done. I sent countless texts to the instructor saying there were issues and she kept saying how they are fine. But clearly there were issues. No one at the school has bothered to be take any actions as a responsible business or learning center. The fact that the owner admitted to me that the instructor didn’t know what she was doing and wasn’t good at teaching along with the book requirements is an admission that the program isn’t ever to the standard of the state. The owner told me she would be working with the instructor moving forward to ensure she covers required curriculum. In the meantime, I wanted to learn what I paid to learn and what the state requires so the instructor and I decided to do lips for my model since it was not done in class. How does this put my client with the botch job at a liability? How is it her responsibly to pay for their shortcomings in teaching? 
  

  Regards,
  
  *****************************