Meridian Laboratory Corporation

Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2016/01/26) */
Hey there, thanks for reaching out!
We're not seeing any e-mail for you name in our system, but we'd be happy to help (in the future, if you're e-mailing [redacted]@styleseat.com, that'll be responded ASAP).
What's happened here is that your...

professional did not properly check your appointment out, which has led to you having an open and pending balance to be paid as you've been marked as having paid.
We've cleared that for you so you're good to go, but in the future, you'll want to make sure to let your Pro know to check you out properly in StyleSeat to avoid this from happening again.
Thank you and have a great day!

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Dear Tamon,
 
 If a client wants to dispute a charge on their credit card statement, they call their Financial Institution directly. StyleSeat has no control over credit card disputes made by the client.
 
StyleSeat only provides software for Professionals and Clients to connect...

and facilitate the provision of Styling Services, we aren't able to contest the dispute on your behalf.
 
When StyleSeat receives a dispute/chargeback notification from the clients Financial Institution, StyleSeat automatically sends an email to both the client and the professional (you) to understand the nature of the dispute and provide you with an opportunity to present any evidence you may have to challenge it.
 
You then have 5 business days to respond with evidence, however, if no response is received, StyleSeat debits your account as we assume you do not wish to contest the dispute.
 
If you send us evidence, StyleSeat will takes the evidence along with any internal information we can gather from our records and send it to the client's bank for review.
 
TIPS:
- Sometimes it's as simple as, the client did not recognize the transaction.
- Contacting them directly can often help resolve the issue quickly.
- If the dispute is the result of a misunderstanding, the client can ask their bank to withdraw the dispute.
- Even if your client withdraws, it’s still important to provide evidence in the case.
 
Please refer to StyleSeat's Terms of Service;
Terms of Service:
[redacted]
 
Read our blog post on how to deal with chargebacks:
[redacted]
 
Liability for Chargebacks and Fraudulent Actions
 
The amount of a transaction may be reversed or charged back to your Account (a "Chargeback") if the transaction (a) is disputed, (b) is reversed for any reason by the Network, our processor, or a Client or our financial institution, (c) was not authorized or we have any reason to believe that the transaction was not authorized, (d) is allegedly unlawful, suspicious, or in violation of the terms of these Terms of Service.
 
StyleSeat is not liable for any losses relating to Chargebacks, fraudulent charges, or other actions by any User that are deceptive, fraudulent or otherwise invalid as determined in StyleSeat's sole discretion ("Fraudulent Actions"). By using the Services, you hereby release StyleSeat from any liability arising from Fraudulent Actions. You will also use best efforts to promptly notify StyleSeat of any Fraudulent Actions which may affect the Services. StyleSeat reserves the right, in its sole discretion, to terminate the account of any User that engages in or enables any other User to engage in, Fraudulent Actions.
 
StyleSeat Collection Rights for Chargebacks
 
For any transaction that results in a Chargeback, we may withhold the Chargeback amount in a Reserve. We may debit the amount of any Chargeback and any associated Fees, fines, or penalties listed in the Fee Schedule or assessed by the Association or our processor from your Account (including without limitation any Reserve), any proceeds due to you, your bank account, or other
 
payment instrument registered with us. If you have pending Chargebacks, we may delay payouts from your Account. Further, if we reasonably believe that a Chargeback is likely with respect to any transaction, we may withhold the amount of the potential Chargeback from payments otherwise due to you under these Terms of Service until such time that: (a) a Chargeback is assessed due to a Client's complaint, in which case we will retain the funds; (b) the period of time under applicable law or regulation by which the Client may dispute that the transaction has expired; or (c) we determine that a Chargeback on the transaction will not occur. If we are unable to recover funds related to a Chargeback for which you are liable, you will pay us the full amount of the Chargeback immediately upon demand. You agree to pay all costs and expenses, including without limitation attorneys' fees and other legal expenses, incurred by or on behalf of us in connection with the collection of all Account deficit balances unpaid by you.
 
 
Should you have any further questions, please let me know.

Initial Business Response /* (1000, 10, 2015/12/16) */
While we're unable to locate a ticket with for her under the ticket number provided, we were able to locate the details of her issue.
Originally, the client failed to complete an appointment with a professional at the scheduled time, and the...

professional marked this appointment as a "No Show", which assess a fee.
The clients card did not have sufficient funds, and was thus declined, causing a balance to be held on her account. After this we worked directly with the client notifying her of the need to contact the professional in question to settle the matter per our Terms of Service.
In working with the client and professional in question, we received two different accounts. The client in question in this filing provided text messages of her own stating that she showed up at 9:50AM and left 5 minutes later for the 10AM appointment, claiming the professional never showed. The professional claims to have been there at 10AM to answer the door, but, since this client arrived at 9:50AM and left 5 minutes later per her provided text message string, the professional marked this client as a no show.
As a one-time courtesy, we've removed that balance from the client's account as of October 29th, 2015 and they have since been able to book as necessary. With that said, in the future, such matters will need to be settled directly with the professional per our Terms of Service which can be found here:
https://www.styleseat.com/tos-for-professionals
Thank you, and have a good one!

Hi there,
Thanks for reaching out! I'm not seeing a contact for you from the e-mail address listed her to our support team, so if you drop a quick line to [email protected] with the details of the situation, we'd be happy to help get this taken care of as quickly as we can.
Thank you!

Hi [redacted], When a refund had not been issued, StyleSeat directly involves the professional. We spoke with the hairdresser who promptly issued the refund of $[redacted] on [redacted] 30, [redacted]. Should you have any questions, please do not hesitate to contact us at [email protected]. Thank you.

Hi there,
Thanks for reaching out! This issue was actually resolved with out team on May 16th, as we received an e-mail from this individual at 7:02AM PST and responded at 9:59AM PST, explaining the the charges this client saw were standard $1 authorization charges that appear whenever an...

appointment is booked, a new card is added to their account, and the day-of any appointment. We also confirmed a single charge, and have not received a response back.
Thank you!

Initial Business Response /* (1000, 5, 2016/01/07) */
Thanks for reaching out!
While we're unable to offer phone support at them moment, we do offer both responsive e-mail and SMS forms of contact, though over the holidays during office closures it may not be as quick as usual.
This matter...

has been resolved with the user, as the user incorrectly entered their bank account information, leading to the deposits being rejected by their bank on the day they were to be deposited.
We had the user update their banking information to the correct information, and then manually re-issued their deposits.
Thank you!

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Hello!
As a one-time courtesy, we have issued a refund. In the future, this will need to be handled directly with the professional in question, per out Terms of Service.
Thank you!

Hey there,
Our payments processor, Stripe (processed through [redacted]), has notified us of the following, pertaining to the consumer in question:
"We have seen some fraudulent activity in the past by someone whose details match those given for this account. We are not able to provide...

services to merchants whom we have previously shut down for such reasons."
For that reason, issued the remaining pending balance to their account, but we are not liberty to issue any further funds to consumers who have been deemed fraudulent for past or current behavior.
Thank you!

Hi there!We have three different e-mails from you, all of which our team has responded to, and all three of which we're still awaiting a response back.As noted in our e-mail exchanges, the individual has two profiles in question, and the profile for which she'd like to receive funds (where the...

transaction occurred) does *not* have a bank account associated with it for us to deposit those funds into.We can verify that that is still the case. Once her profile noted in our e-mail exchanges has had a bank account added to it, we'd be happy to ensure these funds are received ASAP.Thank you!

Hi there!
This individual reached out to us about a charge for an appointment, and we noted that, for refunds, reaching out directly to the professional is most often quickest method to obtain a refund (as we cannot issue an immediate refund on their behalf without contacting them), but also that,...

if she did not hear back from this professional, to let us know as we'd be happy to help. Once this individual reached back out to us about the lack of a response from the professional in question, our payments team worked to issue an immediate refund, which should have arrived in this user's account by now.
Thank you so much!

Hi there!This issue has been resolved, as we issued a refund on behalf of the stylist who had not properly update the appointment on their calendar to ensure the client was not charged.Please feel free to respond here or on our original e-mail thread with any other questions.Thank you!

Hi there,
Thank you for reaching out! We are very sorry to hear that you were still charged even though you paid cash, but we'd be more than happy to help as best we can. For clarity reasons, what most likely happened is, with your Professional being enrolled in ExpressPay and you having a credit...

card on file, your Pro may have innocently forgotten to check you out as "CASH" to ensure your card wasn't charged.All transactions are the responsibility of the Professional. If you paid in person and received a charge on your card, the Professional will need to handle your refund since they accepted both charges.Just to confirm, have you had any contact with this Professional in regards to a refund for the charges? They actually have the ability to most quickly issue you a refund directly through your appointment on their schedule, and if you're able to contact them in regards to this, they should be able to issue a refund ASAP!If you've reached out to this Professional and haven't been able to discuss the matter with them, please let us know at [email protected], as we'll do our best to work with both you and the Professional in question to work out as amicable a solution as possible, as quickly as we possibly can.Thank you again, and we'll be watching for your follow-up!

Initial Business Response /* (1000, 5, 2015/11/13) */
Hey there,
Thank you for reaching out!
We've checked our records, and it looks like our team has interacted with you on two separate occasions explain the refund you issued, but we actually haven't heard back from you on either e-mail...

thread.
* E-mail #1:
Your initial contact: [redacted]
Our last response: [redacted]
* E-mail #2:
Your initial contact: [redacted]
Our last response: [redacted]
As both of our e-mail explained, you issued a refund to a client for the amount in question, and we can show where those funds were deposited into your account, and thus, to complete the transaction, the refund then withdrew those funds.
If you have any further questions, please feel free to e-mail us at [redacted]@styleseat.com, or, just respond directly to either of the threads you had active with us.
Thank you!

Hi there,
Unfortunately, our attempts to mediate the situation for the client and professional did not prove fruitful, as they both had conflicting stories. Thus, with the inability to reach a resolution, and our inability to issue a refund in this situation without a professional's permission, we...

submitted the following to the consumer and professional in question:
"Hi [redacted] and [redacted]!StyleSeat facilitates the payment transaction per these Terms between you and each Professional, but is not responsible for mediating any resulting disputes. StyleSeat has no obligation to provide refunds or credits…https://www.styleseat.com/tos-for-clientsProfessionals are solely responsible for all customer service issues relating to such Professional's goods or services, including pricing, order fulfillment, order cancellation by you or a Client, returns, refunds and adjustments, rebates, functionality and warranty, technical support, and feedback concerning experiences with your personnel, policies or processes. In performing customer service, Professionals must present themselves as a separate entity from StyleSeat.I will need the professionals authorization to issue any refunds.Please let me know if I can help with anything else!"
Thank you!

Initial Business Response /* (1000, 8, 2016/01/14) */
Thanks for reaching out!
We were able to follow-up with the user in question within 24 hours of reaching out. Such instances where the Professional fails to properly update their schedule not to charge a client requires our team to interact...

with both the client and the professional to work towards as amicable a solution as possible.
Unfortunately, when we receive two different stories from the client and Pro, or when a Pro is not as timely as desired in a follow-up, such instances may take longer than all parties involved would like to resolve. Nonetheless, we were happy to work with this individual, who was issued a refund on the 28th of December (the holiday delay factored into that).
This was resolved via e-mail on the 28th, and if there's ever any other need, just let us know at [redacted]@styleseat.com as we'd be happy to help :)
Thanks again!
Initial Consumer Rebuttal /* (2000, 10, 2016/01/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Hey there,
Per out latest interaction with this professional, we were able to reach a final conclusion working with them directly via e-mail:
"After speaking to this pro, I can see what was charged was a no-show fee. It appears that upon receiving the text message regarding your appointment at...

8:22am, the pro charged a no show fee as you were not present at the appointment at 8:30am. Due to the nature of the text message conversation and what was reported to be discussed during the phone call at 8:32am, we will are not at liberty to refund any charges to your card. Per our terms of service, we not at liberty to process a refund without the pro's consent. (https://www.styleseat.com/tos-for-clients).Also, as stated by the pro's no-show policy, if you are not present at the start of the appointment, you will be charged 50% of the appointment cost.Best regards,"
Thank you!