Ana Rivas - Cosmotologist

[redacted] Mr [redacted] Dispute Resolution & Ad Review CounselorRevdex.comI certainly agree with Miss [redacted] , this process has been very frustratingI truly wish things could have been differentI only have control on the things that only I can do: in order to work things things out it has to be two way, Miss [redacted] was offered to come in multiply times but by refusing its saying 'I'm not willing to work together'I understand that when you have an unpleasant experience you could become hesitant but its necessary to be open and put your part in tooPolicy states that a refund is given when an allergic or severe reaction occurs and eyelashes need to be removedEven though that was not the case I was willing to work with Miss [redacted] for a goodwill refund as was stated in our conversationsI offered to see Miss [redacted] without an appointment and on Sunday personal time, I offered an apology, I offered removal of extensions, I offered a goodwill refundHow does this fit in "horrible customer care"? What more am I missing?? Miss [redacted] gives detail as to strip eyelashes but mistakenly does not mark extensions.I can provide information on the products I personally use, they are all professional products, sold by reputable companiesProof of licenses and certification have to be provided and approvedInvoices are available (every 4-weeks as needed for fresh adhesive) also expedited shipping for the adhesives They contain personal billing and shipping information and unless necessary I can scan them all for the past three monthsI am a professional, my business is a high priority as to offer the best products, materials and services for clients [redacted] , I am truly sorry for this experience, I truly wish things would have worked out differentlyIf you just had come in I told you that I would have worked with you for a goodwill refundIf you had come in and perhaps what you paid was too much I could have given you a discountYou held your ground firm, I respect that, but I also have to do the sameYou do not have to stop coming to salon because of me, you've been here before and had services by others, that doesn't have to changeI truly am sorry that you went through this with meMaybe in the future we can work together againThis process takes a lot of time, and I'm very busy with clients and personal life, as I assume so is Miss [redacted] I would like to conclude this as soon as possiblePlease let me know if there's anything more needed from my partSincerely, Ana MR***

[redacted] Mr [redacted] Dispute Resolution & Ad Review CounselorRevdex.comOn April 28, at 5:pm an appointment was scheduled for [redacted] for a new set of eyelash extensionsA verbal consultation was giving followed by paper consultation where client fills out a questionnaire, reads and signs a waiverWe go over the procedure, take pictures and begin applicationThe procedure was cookie cutterAfter application pictures are taken, we go over aftercareMiss [redacted] 's eyes were red but that is normal, especially after first initial setAn eyewash and collagen pads are offered for each clientMiss [redacted] paid and tipped, we agreed to keep communication open especially for the following daysOn Saturday morning I received a text message from Miss [redacted] stating that her eyes were still redI attempted calling her but no answer, I texted her and asked her to come inI have also included all the text messages that we have hadI offered Miss [redacted] to come in to the salon on Saturday and Sunday to check, remove extensions, try and work with her to make it rightMiss [redacted] did not come inEyelash extension infections are not commonIt is more common to have an allergic reaction to the adhesives or an irritation reaction due to the vapors of the adhesive as it curesThis is referred to as chemical pink eyeI have also provided pictures for allergic reactions, irritations and pictures of Miss [redacted] that were taken before, during and after procedureMiss [redacted] cancelled followup appointmentMiss [redacted] stated that she had seen a doctor and that antibiotics and ointment were prescribedI certainly am not a licensed doctor and would never contradict a professional in their fieldBut in my personal professional opinion I would categorize this incident as an eye irritation which heals usually within that adhesive cures or extensions are removedAllergic reactions are treated with antihistamines not antibioticsFrom training, experience, textbooks and advice from other professionals Miss [redacted] did not have an allergic reaction.On waiver it is stated that services application and removal are performed by the same certified person, I could no longer keep my word on working with her for an act of goodwill refundRefunds are issued if client has an allergic or severe reaction and extensions are removedMiss [redacted] 's extensions were kept throughout weekendI do not have information as to when and where her extensions were removedOn the attached client intake, consent and waiver forms provided, and verbal consultation Miss [redacted] did not state that she had received eyelash extensions before, only the box for strip lashes were markedIt is contradictory to the complaint that was filled where it was stated that eyelash extensions were preformed beforeI have provided Miss [redacted] 's paperwork along with pictures, text conversations, documents on allergic reactions and irritationsIf theres is anything more that is needed please let me know [redacted] where I am only a guest of, as I do booth rental, have been aware of the situation from the beginningI believe it is in all of the party's and certainly mine best interest to resolve this issueSincerely Ana MR***

Complaint: [redacted]
I am rejecting this response because: As I paid for a service that was not complete and was very painful, yes it was my choice to not go back for a follow up because I did not want the technician touching my eye's any more. I understand there are certain protocol's for procedures like this but this is horrible costumer care. Pictures have been provided and as you can read Ana contradicted herself. This entire process has been very frustrating as this interfered with my trip and made me miss time from work. If I did not mark that I had eyelash extensions it was honestly a mistake however when Ana asked me I did say yes, I have had extensions done at least  4 times before and this has never happened, nothing at all has happened to my eye's like this before. I understand people react in different ways but this makes me question what kind of products they are using. This makes me highly upset as this is a local salon that I was really looking forward to continue to visit and this experience has definitely changed my mind. I enjoy going to a salon and I have no objection paying and tipping for a good service but this is unacceptable.
Regards,
[redacted]

[redacted]
Mr. [redacted]Dispute Resolution & Ad Review CounselorRevdex.comI certainly agree with Miss [redacted], this process has been very frustrating. I truly wish things could have been different. I only have control on the things that only I can do: in order to work things things out it has to be two way, Miss [redacted] was offered to come in multiply times but by refusing its saying 'I'm not willing to work together'. I understand that when you have an unpleasant experience you could become hesitant but its necessary to be open and put your part in too. Policy states that a refund is given when an allergic or severe reaction occurs and eyelashes need to be removed. Even though that was not the case I was willing to work with Miss [redacted] for a goodwill refund as was stated in our conversations. I offered to see Miss [redacted] without an appointment and on Sunday personal time, I offered an apology, I offered removal of extensions, I offered a goodwill refund. How does this fit in "horrible customer care"? What more am I missing?? Miss [redacted] gives detail as to strip eyelashes but mistakenly does not mark extensions.I can provide information on the products I personally use, they are all professional products, sold by reputable companies. Proof of licenses and certification have to be provided and approved. Invoices are available (every 4-6 weeks as needed for fresh adhesive) also expedited shipping for the adhesives.  They contain personal billing and shipping information and unless necessary I can scan them all for the past three months. I am a professional, my business is a high priority as to offer the best products, materials and services for clients.  [redacted], I am truly sorry for this experience, I truly wish things would have worked out differently. If you just had come in I told you that I would have worked with you for a goodwill refund. If you had come in and perhaps what you paid was too much I could have given you a discount. You held your ground firm, I respect that, but I also have to do the same. You do not have to stop coming to salon because of me, you've been here before and had services by others, that doesn't have to change. I truly am sorry that you went through this with me. Maybe in the future we can work together again. This process takes a lot of time, and I'm very busy with clients and personal life, as I assume so is Miss [redacted]. I would like to conclude this as soon as possible. Please let me know if there's anything more needed from my part. Sincerely, Ana M. R[redacted]

[redacted]
Mr. [redacted]Dispute Resolution & Ad Review CounselorRevdex.comOn April 28, 2017 at 5:45 pm an...

appointment was scheduled for [redacted] for a new set of eyelash extensions. A verbal consultation was giving followed by paper consultation where client fills out a questionnaire, reads and signs a waiver. We go over the procedure, take pictures and begin application. The procedure was cookie cutter. After application pictures are taken, we go over aftercare. Miss [redacted]'s eyes were red but that is normal, especially after first initial set. An eyewash and collagen pads are offered for each client. Miss [redacted] paid and tipped, we agreed to keep communication open especially for the following days. On Saturday morning I received a text message from Miss [redacted] stating that her eyes were still red. I attempted calling her but no answer, I texted her and asked her to come in. I have also included all the text messages that we have had. I offered Miss [redacted] to come in to the salon on Saturday and Sunday to check, remove extensions, try and work with her to make it right. Miss [redacted] did not come in. Eyelash extension infections are not common. It is more common to have an allergic reaction to the adhesives or an irritation reaction due to the vapors of the adhesive as it cures. This is referred to as chemical pink eye. I have also provided pictures for allergic reactions, irritations and pictures of Miss [redacted] that were taken before, during and after procedure. Miss [redacted] cancelled followup appointment. Miss [redacted] stated that she had seen a doctor and that antibiotics and ointment were prescribed. I certainly am not a licensed doctor and would never contradict a professional in their field. But in my personal professional opinion I would categorize this incident as an eye irritation which heals usually within 48 that adhesive cures or extensions are removed. Allergic reactions are treated with antihistamines not antibiotics. From training, experience, textbooks and advice from other professionals Miss [redacted] did not have an allergic reaction.On waiver it is stated that services application and removal are performed by the same certified person, I could no longer keep my word on working with her for an act of goodwill refund. Refunds are issued if client has an allergic or severe reaction and extensions are removed. Miss [redacted]'s extensions were kept throughout weekend. I do not have information as to when and where her extensions were removed. On the attached client intake, consent and waiver forms provided, and verbal consultation Miss [redacted] did not state that she had received eyelash extensions before, only the box for strip lashes were marked. It is contradictory to the complaint that was filled where it was stated that eyelash extensions were preformed before. I have provided Miss [redacted]'s paperwork along with pictures, text conversations, documents on allergic reactions and irritations. If theres is anything more that is needed please let me know. [redacted] where I am only a guest of, as I do booth rental, have been aware of the situation from the beginning. I believe it is in all of the party's and certainly mine best interest to resolve this issue. Sincerely Ana M. R[redacted]