So It Seems I've Been Scammed...
I had this new client come in on Friday for a facial and spray tan. She was super nice and we talked the whole time and actually had a lot in common. I spent 2 1/2 hours with her and ended up giving her a mini hand treatment, lip wax and a lip treatment. I didn't charge her for the lip treatment just to be nice. Since it was her 1st visit, I was super gentle with her facial and used a very mild enzyme on her (coconut/papaya from SS for those familiar) and everything else was really hydrating because she was dehydrated from Accutane. Her skin looked good after and she didn't even get a little red from the waxing (I used a hard wax and most of my clients don't react...my after-care seems to work pretty good!).
Then, we went to the spray tan and that also went well. I have never had a problem with that in the 15 months I've been doing it. I've even sprayed myself with no problems!
Yesterday, my online booking system automatically sends an email to my clients to thank them and to make sure they were happy with their appointment (I also send thank-you cards but wish I didn't for her). She responded to me and said that while she "enjoyed her time with me, she was not happy with the results." She said that "her skin was left scarred and her chin had a scrape that had been bleeding."
First of all, your skin cannot be scarred after 3 days! Ridiculous. And second, I did nothing that would cause scraping on her skin. Nothing. She didn't even have a breakout that I would have disrupted and caused a problem. She only had blackheads on her chin.
She also commented on the spray tan and said that she was streaky and blotchy. Now, I'm not saying this is impossible but I am going to say that I don't believe her. I always pat down my clients to make sure the client has color everywhere. And again, this is didn't even happen when I sprayed myself.
She ended the email saying that she stopped payment on her check b/c the "services were unacceptable."
After reading all of this, I was at first sad and stressed. I have never a complaint like this. My reviews on Styleseat and Yelp and impeccable and this was devastating to me. Then, I thought about it. None of it made sense. So I told my mom and sister, who I was with at the time, and they both were skeptical. Not because I can't do anything wrong (not how my family works :) ) but they just thought the whole thing sounded strange and the fact that she made the decision to not pay for the services.
I absolutely stand behind everything I do. One other time when a client a reaction to something, she contacted me and I immediately addressed it. She didn't tell me she wasn't going to pay or even ask for her money back.
So my sister did some research to get proof that this was illegal in California. You can't just stop payment on a check b/c you were unhappy with your services. This is not how the world works!
I sent the girl an email (the 1st one is nice) telling her that I was sorry to read she was unhappy and that I would like to see her to determine what went wrong. I said a few other things but kept it short and simple. It has been almost 24 hours and she has not responded. I did not expect one.
I'm disappointed in this situation. If I make a mistake with a client, then I will take responsibility for it. I want to fix it. She offered no proof that any of this actually happened so that means she thinks that she can just do this anywhere. Get a service done, don't like it and cancel your check. I'm not sure how far I will take this but I really don't want her to get away with this. I lost 2 1/2 hours of my time and $155.
That's my story. Sorry it was so long but I do think it's important to share so that it doesn't happen to you. Not sure what the lesson is though...
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Replies to This Discussion
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Permalink Reply by coldsalineplexus on
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The Accutane was her trump card, as she probably knew all along. Given that, there's nothing you can say or do to rectify or get compensated. By saying she was on Accutane (whether true or not), she will have an automatic insurance payout if she goes that route, especially since you performed both extractions and waxing. Since that is the case, be happy she only scammed you for the services. It sucks but it happens. I only touch people on Accutane who were already my clients before they started treatment. If they're new and on the drug, I politely let them know that I can't help them until they've been off for several months, and even then, the visits will be gentle and focus on gradually reintroducing homecare until they have been off for a full 6 months.
As for the spray tan, if she really is on Accutane, I would actually believe that the spray tan looks bad by day 3. The accelerated skin cell shedding from Accutane occurs all over the body, and will really mess with the look of even the best spray tan within a couple hours. For future reference, you might want to see if your spray tan company or another one carries a DHA-depositing lotion for clients in that situation, as well as those with ictheosis, psoriasis, and other conditions that will not hold a spray tan. You can still spray, but be clear that they will have to use the home product to maintain the results.
Sorry this happened to you! During any skincare visit, I encourage my clients to take advantage of our "complimentary touch-up policy" to come in and get checked out/ complimentary extraction or HF zap or few minutes with LED if they see anything unexpected, or at least email a picture immediately if anything presents. This way you are documented for insurance purposes. Also, once you get scammed, even though the cases are rare, you realize that it always winds up being the chatty ones that make you comfortable and get you going with the freebies. Then again, some of them will wave their chargebacks and stop payments around like jerks but will get ashamed and change their tune when you provide competent, professional follow-up without batting an eye. I'd go that route from here, and see if you can make any headway. I would say to call ASCP or your insurer for tips, but since you broke the golden rule of waxing and extracting on an Accutane patient, they might not be able to do much to help. Good luck!
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Permalink Reply by Devyn M. on
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What is funny about this is she didn't mention anything about where I waxed her so I know nothing happened there. Well, I know nothing happened anywhere b/c she would have responded, come in or showed me pictures. She was dry from Accutane but she doesn't have acne.
As far as the spray tan goes, we did talk about the Accutane affecting the tan.
Like I said, I am fully willing to take responsibility if I actually did something wrong. My biggest problem with this is SHE decided what was going to happen. I can't go to eat and then decide I don't want to pay for the meal after I finish. SHOW me what I did. Send me pictures.
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Permalink Reply by NBSkinCare on
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I agree with Christine.
I wouldn't do much, if anything, with someone on Accutane, especially a new client.
The only thing I would add...? Don't accept checks. There's just too much that can go wrong. I take cash or credit/debit (I DO occasionally accept a check from a client I know well)
I've been scammed before, too, and it does suck.
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Update (in case anyone is interested): She never responded to my 1st email (as expected) so I sent her another one that was more firm and addressed her stopping payment. She replied in less than 15 minutes (of course!). She told me that she had already contacted a legal counsel and it was legal (no it isn't) to stop payment and that she has pictures and a dermatologist report. She also said that she was extremely upset about my services and insulted that all I was concerned about was payment and not her well being.
I was outraged! My 1st email was ALL about her skin. I didn't care about the money (yes, cared for the principle of it but I was more concerned about her skin). She chose to ignore that email and ONLY address the one about payment so it seems like she is the one concerned about money, not me.
So after talking to my sister, we decided that there was no reason to keep going unless I wanted to take her to small claims court and I don't. I was never going to convince her of anything else. I simply replied and said (again) that I was sorry she was unhappy but that I would really like to see pictures (she said she had them) so I can see what happened to her and take precautions with future clients. (kill her with kindness)
She replied and said that she would send them after work. (What college student doesn't use their phone as their camera? Come on!) It is now 10:45pm and nothing. Obviously I am not surprised. If this had happened to me, I would send a picture immediately so that no one would doubt me.
I'm done with this now. It has consumed me for 2 days and I have to move on.
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Permalink Reply by Natalie on
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You should of asked for a copy of report and pictures and that you could offer a corrective treatment- NO one contacts legal or counsel over this- $155 - sorry you got scammed and should fight the charges - no small claims court- just the facts/proof on her end, but probably waste of time and energy. She committed fraud- NOT you- its more of a bank issue/scam than legal..
I would say if you cant provide the pictures you will have to have your attorney pursue ....worth a phone call or email
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Permalink Reply by Susanne Schmaling on
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This is a really hard lesson to learn, so sorry you have to deal with this. Something to implement, to prevent this situation again, is to always have your clients sign a waxing waiver and health history form. It may seem redundant with the type of service that you performed but it will make clients think twice who may be trying to take advantage of you.
From an insurance standpoint having this detailed information would help you fight the claim.
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Yeah, she did sign a form. But she didn't complain about the waxing anyway. She said she had a problem with her chin and I didn't wax her chin.
Doesn't matter anyway b/c I asked her to send me pictures and she said she would. That was yesterday...
Clearly, she is a liar. Although I already knew this.
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Permalink Reply by Relax & Rejuvenate on
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A) You can't fix crazy
B) Credit card charges are just as easy to dispute as stopping payment on a check, and the card company's favor the card holder over the merchant in most disputes. Plus, many of your merchant services processors charge you an investigative fee of $20 + just for opening a file, even if you are in the right and no chargeback is authorized.
C) Take her to small claims court. Takes 5 minutes to file the paperwork. Chances are, she won't show and you will spend an hour or two to get a judgement in default just for showing up and stating your side. But with a judgement, you can take that piece of paper and her check to her bank and get your money. The time to recoup this money would be the time spent getting a new client to do the same services, so it is a break even, but worth sticking to your principles.
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I am taking a workshop later this month on dealing with toxic people. Your client sounds like a classic! Unfortunate that they don't have a sign on their forehead. I'm hoping to develop a difficult client protocol so that I'm not blind sided if this situation occurs. Maybe a take home sheet with instructions on home care, what you might experience and how/when to contact me with concerns might be helpful. Similar to what you take home after a medical procedure but lighter in tone. Sounds like you have such a protocol in place and that you did everything you could to remedy the situation. Kudos to you.
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Permalink Reply by Magdalen on
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I think you need to file a claim at small claims court to teach clients like this to stop abusing us , you need to charge her for court fees too and time wasted from taking time off , hopefully her check has an address if not it is not hard to find am so mad!
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Permalink Reply by Samantha Maline on
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Wow, just wow.
But honestly, no checks and no accutane clients!
She was definitely scamming you but this is a live and learn situation.
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How do you have people booking appointments , I do bookings only with credit cards to hold the appointments if you go to my my website you will see my very strict cancellation policy when they come in give them their receipt after the service so they cannot dispute anything , your case has just got me thinking I need to add there are no refunds for services rendered if any complaints it has to be be with 24 Hours . Am not sure that you should punish all your clients if they want to write a check , but this days most people carry credit cards , and yes this is live and learn but dont let her get away with it.
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