Amazing Lash Studio - McDowell Ranch

I am responding to complaint ID# ***MsB** visited our studio two times, once on February 18, for a full set of eyelashes and again on May 25, for another full set of eyelashesWe received a call from MsB** on May 26, stating we gave her pink eye and she wanted a refundThe
staff member replied with information about our sanitation processes and how it would be unlikely to get pinkeye from the application of eyelash extensions and that she could not authorize a refund as the service was provided, but she would have the studio director contact MsB**The studio director contacted MsB** via phone and email on May and processed a full refundOur studio has a four step process for sterilizing the tweezers used in the application process, first they are soaked in acetone, next they are brushed clean, next they are soaked in barbicide disinfectant then they are placed in sterile pouches and placed in a UV sterilizer While we are sorry MsB** contracted pink eye, we do not believe it was the result of the application of eyelash extensions in our studio Regards,Dallas B***

See attached response

Ms. Z[redacted] came in to our studio on July 16th 2016. She had a full set of eyelashes applied and also signed up for our monthly maintenance program.The maintenance program provides one refill per month for a 49.99 charge set up on the credit card of her choice. The maintenance program agreement is attached and includes information acknowledging the monthly charge. We have notes that we called  on 7/19 after her initial service and that she was happy with the look and the lashes. We also reminded her of her upcoming appointment. She had an appointment for a refill appointment that was cancelled on July 23rd. On 10/9/2016 our notes state we left a message to schedule an appointment for lashes as she had joined our maintenance program and had some credits available. On May 6th we have notes that we froze her maintenance program membership for one month as she had not used any of the refill credits. On 8/26 Ms. Z[redacted] spoke with a member of our staff about her membership and the eyelash extension refills she had purchased as part of the maintenance program. Ms. Z[redacted] explained she had called immediately after her first appointment to cancel her maintenance program but we have no record of this request. She then stated she sent a letter requesting to cancel. Again we have no record of this request.  She requested a manager speak with her and our studio manager did call Ms. Z[redacted] on August 31, 2017. Ms. Z[redacted] requested we cancel her membership and refund her for previous payments. We did cancel her membership and did not refund her the previous payments. We did extend their expiration date so that she could use them even without her membership being active.

What I was able to understand in the rather cryptic delayed response is completely untrue. I showed you the withdrawals from my account. They admit that I was seen only once since July 2016 yet have been billed for over a year for services. How do I seek...

reimbursement from this horrifically managed business? Is there a banking or other financial oversight body that investigates unfair business practices? This is completely unacceptable.