Complaints

• Initial Complaint

  10/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  10/20/22 I used my debit card as a credit card and charged a $30 service. I was not told that their system was going to put a hold on the $30 funds immediately. This hold caused a prior transaction to bounce and I was charged a $35 NSF fee. If I had known there was going to be a hold I would have moved money to cover both items. I have never had funds held by using a credit card unless it was disclosed first. I have tried to reach out several times to the business and have been ignored and no one will address the issue. I want to be reimbursed for the NSF fee. That's all I want, and no one will address the situation.

  Business response

  11/02/2022

  Business Response /* (1000, 5, 2022/10/28) */ Client visited one of our locations on October 19th, 2022, for grooming services totaling $25. These services were rendered, and client paid with a debit card (run as a credit card, as she indicates she wishedsee attached receipt), even leaving a $5.00 tip for the services performed (bringing the total to $30). After this point, the client claims that this payment for our services caused her to have insufficient funds for a check she had written to another party, and she was subsequently charged a $35 bounced check fee by her bank. We did not knowingly place a hold on any transaction, and have made clear to the client that this issue is not one that we are responsible for or capable of resolving. Instead of taking the issue up with her financial institution, client has decided to bombard our locations with phone calls, began calling another location she has not even visited to do the same there (79 times in a 40-minute time frame, according to our phone records), and then proceeded to leave threatening voice mails at this location. The client has escalated a fee imposed by her bank for insufficient funds, which we are not responsible for, to targeted harassment, and has even begun threatening the manager of the location she has never visited with litigation over this $35 fee, as well as "lost wages" and "the cost to her aggravation." Management at both locations attempted to make clear that this was not an issue we could help with in their first few phone calls, and attempted to handle this as professionally as possible, but was forced to take a stance against her harassment (by telling her they were unable to help in the matter, and ultimately by blocking her number when this did not work) in both cases so that they could continue to serve their other clients. Essentially, client is attempting to bully us into paying for a fee that she incurred on her own behalf. Consumer Response /* (3000, 7, 2022/10/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I said originally, I was told the people at the location said there was nothing they could do and they would have their regional manager call me. She never did. Then they gave me a bogus phone number for her. They did not address these two issues in their response. Why not? As for calling several times I was trying to reach some one with authority, assumed they were busy and so kept trying to reach them. I called the second location only because I thought it was the original location and might be able to reach the regional manager or someone with authority easier. As I stated Elizabeth was very condescending and refused to help. My complaint is about the unprofessional way they acted and giving me a bogus number for their regional. Those actions were deliberate. Why did No one with authority ever contact me as promised. The reason I pursued the discussion was because both locations said they couldn't do anything and I needed to speak to the regional but gave me no way to reach the regional manager, in fact lying about a number for the regional and the regional obviously never tried to reach out to me. Why did they not address this on their response. Also the voice mail I left was not as a threat. I was telling them what my only recourse was if they were going to continue ignoring the issue and not have someone with authority reach out to me. All which were my right. I said I would be filing a complaint with your organization and posting the incident on review sites.

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