Complaints

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The merchant owner, *******************, sent documentation that I paid $750 on 3/23/2023 for renewal of a 12 month membership for me to receive a haircut and manicure every 3 weeks.I have attached the pricing booklet from RJMCC, LLC AKA Gentsco-op where I signed up for the 12 month Silver Membership: its listed at $775; however, he charged me $750, just as he did in 2022. I included communication with him regarding the price for the 12 month renewal.He did not discuss in his response to my dispute that he stopped providing this service as of Monday June 12, 2023. I attached communication between myself and **** discussing this issue where he offered no resolution.12 month membership with a grooming session every 3 weeks comes out to 17 sessions. From the time of renewal on March 23, 2023 through June 12, 2023 when I was notified he has stopped providing grooming services / closed his business; I only received 4 haircuts (last one was 5/25/2023).I have requested a partial refund for not fulfilling the services that I paid for, coming to $572. 13 sessions at $44 per session.

  Business response

  08/31/2023

  Our payment processing system we were using when we were in business, is currently reviewing this disputed payment, and have withdrawn the funds from our business bank account as seen in the screenshots attached. We did not rebuttal the dispute with square, and believe that the funds being held by square will be released to the former client by 10/3/23. The entity is no longer operating, however, square is still holding the funds until they are released and placed back into the former clients account. We would like to wait for this process to be completed, as square has already taken the funds, and we are no longer in business, thus having no additional capital to provide the client at this time. 

  Customer response

  08/31/2023

   
  Complaint: 20522237
  
  I am rejecting this response because:

  The investigation was closed by my credit card Citi due to Square not getting response from merchant owner, ******************* to refund the money I am owed.

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

  Business response

  09/06/2023

  We know with the BBB, they look for both parties to work towards a resolution as opposed to rejection of feedback. We would like to resolve this with the client, but we must wait until Square runs through it's process (square currently has a dispute resolution date of 10/9/23), as the *** has been shutdown, and no longer has the desired capital to refund the client until square either releases the funds back to the company account, or into the client bank account (which we believe will be the case). 

  Square is very process oriented when it comes to disputes, the general process was shown in the screenshots from the previous response from us. 

  -Dispute opened
     We get a notification from square that there has been a disputed payment. Square highlights the payment in question, and asks multiple questions in an attempt to understand if the dispute is legitimate or not. Square also immediately withdraws the funds from company bank account, and holds them until they run through their process. 

  -Dispute response
     Square offers the company being disputed the opportunity to provide feedback about the transaction. If there is no response from the company, square will generally communicate this with the bank, and upon the desired resolution date, the funds will then be released to the client who disputed the payment, and the company will be informed of this through the square platform. 

  -Square Review
     This is when square communicates with the cardholders bank.

  -Bank Review
     The cardholders bank will then review the transaction. They will look into the cardholders history of disputes, etc. 

  -Dispute Resolution
     Square then gives an estimated dispute resolution date, in this case is 10/9/23, and the funds will either be put back into the company bank account, or released to the cardholder. 

  We propose waiting through the full dispute process square is involved in right now, as they are very diligent and tend to wrap things up by their intended date. We hope this is satisfactory with the client, and they understand that we are trying to assist, even with a shutdown *** that will be bankrupt shortly. 

  Customer response

  09/07/2023

   
  Complaint: 20522237
  
  I am rejecting this response because:
  
  As in my response from 8/31, my credit card closed the dispute because Square would not refund the money unless the merchant owner ******************* would tell them he will refund the money I am owed. I attached a document from Citibank stating this.

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

  Business response

  09/15/2023

  As we stated before, we must wait until square finishes it's process, so we can have the funds released back to us. If the former client is unwilling to wait until square finishes it's process, we are unsure what to do, as we are no longer operating, and do not have the desired amount at this time. We want to work with the former client and we believe we have proposed a solution. 

  -Wait until square finishes it's process (It's currently holding funding)

  -Once square finishes, it will either release funds to the former client, or will begin to release funds to our previously used bank account. We can then begin sending the former client back the funding. 

  Thank you

  Customer response

  10/05/2023

   
  Complaint: 20522237
  
  

  I reject the business response.

  
  

  *******************, the business owner, in his reply on BBB stated: funds being held by squareto be released to the former client [me] by 10/3/23.

  
  

  This has not occurred.

  
  

  The business owner must now accommodate the refund I am owed.

  
  

  Regards,

  *******************************

  
  

  Business response

  10/11/2023

  Square has resolved the dispute in our favor as of 10/9/23. We are awaiting them to release funding, as they have not. 

  We would appreciate patience from the former client, and believe we will receive that patience as the former client also received many months of complimentary services before we had moved into our previous location, that he has not mentioned. And while we were in favor of that and appreciated him/still do, we are still trying to finish this up with a proper resolution even with a dissolved/Bankrupt LLC. Thank you for the patience as we navigate this difficult time. 

  Thank you. 

*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. ↩