Vagaro, Inc.

Initial Business Response /* (4000, 17, 2015/08/25) */
I'm not sure how [redacted] can dispute the response, I included the actual recordings of what
was said. The recordings make it clear that the support staff was neither rude and they
addressed her concerns. But more importantly [redacted] said she...

wants a refund for not
receiving the service she was paying for. I have included her statement for June as well
as the previous 3 months (see attachment); as you can see, [redacted] never paid for messaging.
I cannot refund someone for a service they never paid for. This was also explained on the
phone call I had with her at 4:42 p.m.
At the time Vagaro offered customers 3 different paid text messaging plans and 1 free
messaging plan. The free messaging option routed messages through each carrier's free
message servers and there was no guarantee for message delivery. That's why we also
offered the 3 different paid message plans that did guarantee message delivery. [redacted] chose
to use and continue to use the Free message plan. On the call she complained that 1
[redacted] did not receive her text message. Now is her most recent response she is saying
"My clients had not been receiving text reminders for a minimum 2 weeks." This was never
stated in any of her calls nor that true.
The recordings speak for themselves. What [redacted] is saying in her complaint to the Revdex.com
contradicts the phone recordings, both what happened and the tone of the calls. The idea
of refunding someone for a service they were NOT paying for is ridiculous. If this were a
legitimate claim, we would have no issue working with the [redacted]. In this case both the
complaint is not true and the request for resolution is not possible since no fees were
ever collected for messaging services (proven with the attached statement). Vagaro
communicated all information to the [redacted] in a professional manner, which is backed up
with the telephone recordings previously submitted.
Initial Consumer Rebuttal /* (4200, 19, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I specifically did say there was more then 1 client that had an issue when I talked to the rude [redacted] service agent.
When I started using vagaro a couple of years ago I would of never chosen a company that didn't offer text messaging as part of paying 25 dollars . I would of kept a paper book.
I had problems months earlier, when I had called and my clients at that time as well were not receiving texts. I have the emails going back and forth with that [redacted] service vagaro rep as well.
This company has to many issues with the texting and should of disclosed years earlier I was only paying for an online book.
Just another shady practice against consumers from this company. Buyer beware