Amazing Lash Studio

In regard to case *** related to customer *** *** *** , our company has already resolved the customer's concernWe issued a refund and the customer is happy with the solution.If you have questions concerning this matter, please feel free to contact me.Sincerely,*** **

Attached are MrsS*** customer/member agreement documents. They alone clearly protect us from her claims.But to look into this we checked our phone records from our Vonage system 3/1/through 9/30/which shows only two calls to or from MrsS*** ###-###-####, the only number she provided. The first call not being until 9/2/17, months after her lash service. See attached phone recordOn or about 9/8/17, another call was made to MrsS*** by me, Brady S*** the owner of Amazing Lash Studio at Desert Ridge Marketplace via my cell phone. I wanted to address her concerns that my studio director had already informed me of. I informed her that we cannot refund so many payments, but that she can use the pre-paid services at any time without worrying about them expiring. I also agreed to cancel her membership so that she would incur no further charges. We have a 100% rating on inspections done at our studio by the Arizona State Board of Cosmetology. All of our equipment undergoes extensive sanitizing up and beyond what are required by the state. Our stylists also sanitize the hands and wear medical masks during the applications. Therefore it is highly unlikely that an infection started here at the studio. Without more evidence linking the medical claims to our service provided as well as more phone records of her attempts to contact us prior to Sept 2, we cannot refund her dues.Until then, we can only assume that MrsSpringfield was not monitoring her credit card activity properly, which is not any businesses responsibility. It's not unusual for some of our clients to skip coming in monthly. But when they do return, they pick right up where they left off because their pre-paid services do not expire until one is usedThank you!Brady S***

We are sorry that this client was not able to get in touch with anyone at our studio. The store was undergoing a change in management at that time due to some of these very same issues and some things were not taken care of immediately as they should have been. We have a complete new staff...

which is focusing more on customer service and trying to get these issues resolved. The total amount has been refunded. We are also sorry that the lashes did not last as long as was expected. Sometimes we have issues with the glue which sounds like may have been the case because we do have many customers who get their lashes done and they do last a whole month. We do offer free corrections and if you would like, we would be willing to give you a free set of lashes for you to give us one more try. Again, we are very sorry for your issue and we would like to make it right!![redacted]Franchisee/Owner,Ghent Enterprises LLC, dba Amazing Lash Studio

I sent an email to amazing Lash studio to cancel my membership when I had heard that they were increasing their fees.  I had not been satisfied with their product on several occasions as they did not last the length of time they advertised.  I kept the email which was sent on 5/27/17.  I would like them to cancel my membership immediately.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11712996, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

I sent an email to amazing Lash studio to cancel my membership when I had heard that they were increasing their fees.  I had not been satisfied with their product on several occasions as they did not last the length of time they advertised.  I kept the email which was sent on 5/27/17....

 I would like them to cancel my membership immediately.

Amazing lash has a company policy that requires a thirty day notice to cancel any membership. All members sign off on this when they sign up for a membership on the membership agreement. They have a monthly draft of 59.99 that must be up to date before any cancellations can be processed. Ms....

[redacted] card was declined for her payment so she had to bring her account up to date to be cancelled. As a courtesy, we waived her next draft that was set to still come out within the thirty day cancellation so she was never charged again.There are no cancellation fees or penalties.[redacted]Studio Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I understand they waived the fee to take them off but I needed them off 3 days when I complained they were not correct one eye was not the same they were tipped and yes should be free to take them off it was 5 days laterbecause it was a bad job . Yes should not be charged and yes they told me to come in to fix them one eye was 10 min the the girl agree they were different. Still not the same why have something on your eye looks terrible uneven...  think I should of have a refund .. thank you It's fine I'm done with the place I would never tell my friends about this place ..
Regards,
[redacted]

This guest came into our business last week wanting to get her eyelash extensions removed and new ones placed on.  The guest informed our staff that she had her lash extensions done previously at a salon in Los Angeles. When our stylist evaluated the guest’s eyelashes,  the stylist...

determined that several of the guest’s existing extensions were not placed appropriately-even to the point where many of the lashes were adhered to her eyelid (proper placement of eyelash extensions requires placing an individual extension on an individual natural lash-not ever touching the lash line). When informed that the stylist would need to remove the old ones prior to a new set being applied, the guest agreed. The removal proved to be difficult. Our lash stylist asked this guest several times if she wanted her to just stop or to continue. She instructed the stylist to continue, but then felt an irritation in one of her eyes. At this point the guest got off of the table, became increasingly unpleasant and emotional. Our staff tried to help her but the guest refused help and rubbed her eyes vigorously; which only served to exacerbate the redness. The guest left and did not pay for the removal service.The owner contacted the guest by phone after she was informed of the incident.  The guest then began harassing our staff via text, email, social media and phone calls. While we very much regret that she had an unpleasant experience, we followed our normal procedures and protocols with which has successfully served 1,000's of guests every month.

Attached are Mrs. S[redacted] customer/member agreement documents.  They alone clearly protect us from her claims.But to look into this we checked our phone records from our Vonage system 3/1/17 through 9/30/17 which shows only two calls to or from Mrs. S[redacted] ###-###-####, the only...

number she provided.  The first call not being until 9/2/17, 6 months after her lash service.  See attached phone record. On or about 9/8/17, another call was made to Mrs. S[redacted] by me, Brady S[redacted] the owner of Amazing Lash Studio at Desert Ridge Marketplace via my cell phone.  I wanted to address her concerns that my studio director had already informed me of.  I informed her that we cannot refund so many payments, but that she can use the pre-paid services at any time without worrying about them expiring.  I also agreed to cancel her membership so that she would incur no further charges.  We have a 100% rating on inspections done at our studio by the Arizona State Board of Cosmetology.  All of our equipment undergoes extensive sanitizing up and beyond what are required by the state.  Our stylists also sanitize the hands and wear medical masks during the applications.  Therefore it is highly unlikely that an infection started here at the studio.  Without more evidence linking the medical claims to our service provided as well as more phone records of her attempts to contact us prior to Sept 2, we cannot refund her dues.Until then, we can only assume that Mrs. Springfield was not monitoring her credit card activity properly, which is not any businesses responsibility.  It's not unusual for some of our clients to skip coming in monthly.  But when they do return, they pick right up where they left off because their pre-paid services do not expire until one is used. Thank you!Brady S[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.Thank you to the business for responding.  Apparently I do not understand the 'freeze' policy or NO one there can do the math.  The original 12 month period began in March.  I made my first monthly payment in April.  Without the 'freeze my contract (pending cancellation) would have ended at the end of March and I would have made 12 monthly payments.  The 'freeze' for Feb, Mar and April should have extended my contract May, June and July.  I do not understand why everyone there thinks that it is September.  What I'm saying is that should anyone there be able to count I would have cancelled my contract in July. I made 15 payments through September - not 12.  I overpayed because no one there can count.  Fifteen actual payments is three more than what my contract obligated me to pay.  Let's not even begin to discuss that my lashes were not strong enough to support even the smallest of the extensions and by the end of the first week they were turning sideways. I loved them but they weren't for me due to the problems.
Regards,
[redacted]

Attached are the customer's membership documents.  Please know that her membership expired on April 19, 2016 and we did complete a refund of two of the charges of $49.99 on 6/26/17 per the customer's request.  The Alliance location was temporarily without a manager and we have since hired...

a new manager for the location.  The new manager has attempted to call the customer and left her a voicemail to resolve the issue with no call back to date.

I am responding to your inquiry regarding [redacted], complaint ID [redacted].  Attached please find our records regarding eyelash extension services we provided for [redacted] received a full set of eyelash extensions on 6/17/17.  She also joined our maintenance...

program to receive refills monthly.  She did call back with some complaint for which we scheduled and performed a FREE 30 minute correction service on 6/18/17. 6 days later, [redacted] was still not pleased (see notations made in our Point of Service system).  She then scheduled a removal for which we also provided FREE OF CHARGE.  Our studio also cancelled her membership without additional contractually obligated cancellation charges.At this point, I believe we have in good faith attempted to satisfy [redacted] over and above with 2 free services and waiving other program fees.  Our staff has also invested time in educating and facilitating a dialogue regarding lash extensions with [redacted] as well.  I would be happy to speak to [redacted] personally and have reached out to her. Please let me know if you need any additional details or information.Best regard,Diana Diana S[redacted] Franchisee OwnerAmazing Lash Studio - Rockaway & Florham Park, NJ

Complaint: [redacted]
I am rejecting this response because:  I do have money due back to me. It may not be a full credit but there is money to be refunded. Please at least give me the money that you currently have on file. I was never given any correspondence that my account had been cancelled. Please feel free to respond to the multiple emails that I have sent  to the email address to Debbie---per the instructions I was given by your staff members on how to cancel my membership.
Regards,
[redacted]

[redacted] -
I refunded [redacted] $79.99.  I do not agree with her complaint.  We did everything to accommodate her and to make her happy.  We got her in asap with our lead stylist, to correct the problem and to fill her lashes full.  She was told that [redacted] is a new...

stylist, but she agreed to still let her do her lashes from the beginning.  She then went to South Park, I spoke to South Park and they did not tell her that we removed the lashes wrong.  It is a procedure of how we do this, we learned from corporate.  If we are keeping some lashes on, we CANNOT use remover, this would remove all lashes.  We have a technique for removing lashes that is very safe and doesn't damage the natural lash at all.  She is very wrong with her statement.   
What I find really funny, [redacted] called to book ANOTHER appt for a set of lashes with [redacted] at my studio on October 16.  I refused to book her.  
 
Thanks,
[redacted]
Amazing Lash Arboretum

Hello [redacted], Hope your having a wonderful day! Sorry Im just now getting back to you, I had to do some investigation regarding the issue at hand - this took me longer than intailly planned. In researching this matter....We take every client situation very seriously. When started calling...

back in Feb., the (Alliance Town Center) Location was in between managers and there was a manager looking over 2 locations so she was not always here. Which is not a lie just a fact. She was indeed called back starting in January and several times in Febuary. Please read the notes. [redacted] refund complaint was then escalated to my Director of Ops who personally handled to issue and communicated directly to [redacted]. Because this was such a big refund,  no prior termination to support her cancelling back in Sept.and studio did not have a fulltime manager.- the refund had to get approved and processed by upper management. This was explained to her several times and it even states in her notes that she was ok with that. . 1.Attached, is the Client Notes which shows the correspondance between her and the studio. As well as the day she stared calling, the several times she was contacted back by the Temporary Manager over the location, the Assistant Manager, and that the situation was escalated to Director of ops and that was communicated to her2. The Termination Form - [redacted] contacted the studio for the first time back in january - Her cancellation was processed immediatley (as soon as she notified us)  no record or term form prior to Jan. or notes of ANY corespondance with her about cancelling) before January which she stated she cancelled back in Sept,again no record of any kind stored. Which in training the girls are taught here to document EVERYTHING in store notes and in the client profile.  It does state on the form she was refunded for 9/1-through Dec(because we gave her the benefit of the doubt that she cancelled even without a form or phone call from her until january) per customer service3. Membership agreement- I included arrows which points to 1- Auto Renewal  Policy- this states that your membership is on Auto renewal and will continue to draft your card after your agreement is over. I also arrowed her initails - stating that she understands this policy4. FINALLY...she was refunded after all. For 5 months payments on 3/22/17 for 5 payments of 49.99 total to be 249.99 for the months of 9/2016,10/2016,11/2016,12/2016,1/ 2017 attached is the reciept for the refund We made every attempt to satisfy this client even refunding her payments for the months she was supposedly cancelled but she never communicated the cancellation until jan. which shows buyers remorse - not the studio avoiding her cancellation or charging her for months she was cancelled without her knowledge. why else would we have refunded her $249.99Furthermore, I would do anything to gain this client back as a member now. I have even reached out to her for a quality check because she was a member that recently cancelled - to see if there was anything I could do or do better to gain her trust, loyalty and business back. She never returned my calls. - on 4/6,4/10,4/13I hope all this helps, please let me if you need anything elseBlessings,[redacted]Studio MangerAlliance Town Center Amazing Lash

Ms. [redacted] entered into her contract on March 22, 2014. She did then freeze her account in January for 3 months where she was not making any payments on her account. At the time of a freeze of the account since you are not paying on your monthly dues, those 3 months are then added onto the contract...

for an additional 3 months, bringing the date of her initial term into September. When she signed her agreement there is an option for an automatic renewal of the membership which she did in fact sign. At this time, after your initial term has ended it automatically debits out of the account for your monthly dues, unless you have given us your written 30 day notice to cancel the membership, which Ms. [redacted] did not do.  Therefore,  Ms. [redacted]'s account was still being debited since she never gave us her written notice of cancellation. She has already been credited back for the months of October and November, and has since cancelled her membership. If you would like any documentation of the enrollment agreement with her signatures or copies of her refunds, I will be happy to give those to you as well.  Please let me know if you have any further questions or anyway that I may be able to help.  Sincerely,  [redacted] Studio Manager

Mrs [redacted],First and foremost, I would like to apologize for one more case given to you to make your day longer and job harder than it already is. We appreciate everything you guys do to protect the every customer all around. Our business Amazing Lash Studio is real similar to the known Massage...

Envy business model which bases on memberships. Instead all we do is strictly eyelash extensions and thats it. Every new client who walks in, can get their first full set with us for an introductory offer of $79,99, thereafter you can sign up to become a member for the price of $59,99 a month which in turns gives you 1 refill visit a month. Upon signing up, every client has exactly 14 days until their first initial draft of the $59.99. Each and every time we sign up a member, we always tell the client that they have up until the day before the draft hits to cancel anytime for any reason. We do this to give every client a reasonable amount of time to think about remaining on as a member. We always clearly let every new member know that once the draft hits, then the client is locked in and bind into the membership length agreement. I believe this case its about one of our clients who tried to cancel on the day of the draft but it was too late. I have spoken to client and she had even acknowledge that she meant to call us the previous day but she had forgotten to do so. Clearly, she knows that the deadline has passed and yet she still claiming that we are doing unethical business practice. Please let me know if there is anything you need from me to rectify this and close this case as soon as possible. Thank You,[redacted]