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 Terry Hill on
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It sounds like check or credit card, she could still pull the same stunt. (btw, does anyone use Telecheck or something like that? Like the big stores do where they treat your check like an electronic payment? Cause theoretically you could also take checks and have the same security as a credit card)
I'm fuming with you. I hate scammers, especially when you make what on your end was a real connection, being honest and friendly and very professional. I know you should probably let it go and move on, but there's that bit of revenge-seeking or maybe I'll call it "justice-serving" that makes me want to encourage you to do the small claims route. Good luck whatever you decide.
(Should we have a secret "dangerous client" list?)
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Permalink Reply by Magdalen on
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I think in principal you should do the small claims court just to save other Esthetcians from being ripped off , I used to run a different kind of business where some women wrote me a huge check then it bounced, she didn't even live in my State ,but I filed in small claims court ,we didn't even have to go to court she sent me the money plus compensation for the time wasted she will never forget and probably from then on did not write bad checks to a small business thinking we are helpless please file.
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Terry, I am also a massage therapist and we do have that list. We post on our local fb group, use client first names only, and explain the problematic situation. Sometimes it is inappropriate behavior in the massage room, sometime payment, sometimes rudeness. Once a guy said he left his wallet in his car...went out to get it, and didn't come back :) It's funny because the MT saw him in the grocery store a few days later and got the payment from him right then and there!
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Permalink Reply by Samantha Maline on
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That's such a good idea!
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Permalink Reply by Natalie on
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It's probably something that would be filed with local magistrate for future- I have accepted checks for tipping instead of using CC but always weary about checks since not to many use them for much but major purchases. Hopefully positive karma came your way times 3!
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Wow that's scary! I'm
Sure you carry insurance but the no accurate and no checks sounds like a good idea to me.
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Permalink Reply by Nina on
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ASCP has all sorts of client forms including consent (probably the most important); medical history, treatment plan, etc.. I highly suggest you print them out and start having clients fill out and sign every time. ASCP's forms are very thoroughly written; making it hard for anyone to get around you. On the consent form they are agreeing to continue with the services performed although there may be risks involved, there is a section on the form that has them list what medications they are on; and I believe on one of the forms that requires a signature, there is even a part that states what medications could interfere with the treatment being performed. They can't fight what's been documented on paper. It might be a good idea to research not only what contraindications exsist with certain medications (oral & topical); but HOW exactly they might effect the treatments, so you have a nice solid understanding in the future right away, this way you can explain to your clients on these medications who insist on wanting the treatments, about the risks involved, and if they are okay with that, have them sign. Then of course there are some treatment contraindications that may be a little bit more than risky; where side effects are almost guaranteed to occur; I would just politely tell the clients they have to come back when they are off the medication for however long you find they should be off. This can avoid a lot of headache in the future. Clearly, this client lied; at least about her chin (spray tan on Accutane does have the potential to get streaky); but I can't see how she could have a scar in 3 days from an extraction, unless she picked at it and caused a scab. (Very possible) She may do this a lot more spa's than you think; but there is less of a chance of her thinking she can do it with strongly written client forms. You may come across more people like her; you also may come across someone whose on a medication like that, that means no harm, but doesn't know any better, always explain what could happen; always have them sign the forms so they know what their in for; and so they can't say you never told them; leaving them with little ability to turn on you like this one did. Also, having them filling out ASCP's consent & client forms gives off a big impression, that they can't shove you around like that. I would also have to agree with the no-check policy, unless its from a very loyal client you can trust that has no other payment option. Hope this helps, good luck.
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