October 24, 2021

Los Altos salon confused why booking app ‘ClassPass Concierge’ is listing their business without consent

LOS ALTOS, Calif. (KGO) — The house owners of Pursuit Salon in Los Altos say that they had an uncommon encounter with a shopper this week who got here in saying she had an appointment regardless that that they had no report of it.

“Someone came in and said they had an appointment booked on ClassPass,” Claire Sternberg, one of many house owners of Pursuit Salon, instructed ABC7 Information. “I told her we didn’t have ClassPass.”

The girl had used ClassPass Concierge, a beta program that enables members to e-book magnificence providers at native companies. It is an growth of the extra well-known ClassPass app for health courses and gymnasiums.

The issue for Sternberg and her co-owners? That they had by no means heard of ClassPass Concierge and by no means consented to having their business on it.

“We did have a profile that ClassPass actually made for us,” co-owner Whitney Ratigan stated. “They took some lingo from our website, and then took photos from our website, and then uploaded some stock images that we didn’t even do the hair for. So, it was kind of alarming.”

Their profile on ClassPass additionally confirmed that they had a number of openings for appointments that weren’t truly accessible.

“She showed me the app and it showed tons of lists of times for available cuts and color,” Sternberg stated. “Those kinds of appointments don’t exist at all.”

A spokesperson for ClassPass instructed ABC7 Information that they do record companies who haven’t but agreed to associate with them. They stated the way in which the platform works is {that a} ClassPass member can e-book a magnificence service on the platform with a neighborhood business. ClassPass will then name that business to verify if the appointment is accessible. Relying on the response, ClassPass will then follow-up with the member to verify or deny the appointment.

ClassPass stated they did name Pursuit Salon to verify the appointment and that they had been instructed there was no availability. They stated they then contacted the shopper to let her know. However Sternberg and Ratigan stated they by no means acquired a name and that the girl who confirmed up stated she had affirmation of the appointment.

The girl was so upset, they finally supplied her a free remedy. It seems the girl had been a shopper there earlier than, and after solely just lately reopening after the pandemic lockdown, they need to retain all of their purchasers.

“Our treatments run $55 to $95, and we’re more than willing to give them away to her to make her happy,” Ratigan stated, “But ClassPass should be doing that. She showed up through something we didn’t even know about.”

Per their request, ClassPass has since eliminated Pursuit Salon, together with one other close by salon owned by their pal, from their platform.

A spokesperson additionally stated ClassPass doesn’t make any income off concierge providers.

“They are a way for us to offer additional services to our members and help to discover local businesses,” the spokesperson stated.

The Pursuit Salon house owners perceive that however stated the platform ought to get permission from business house owners first.

“It’s like DoorDash signing a restaurant up and asking for food delivery that’s not available, you know?” Sternberg stated. “It doesn’t make sense to us.”

They hope sharing their expertise will carry consciousness to different small business house owners.

“Check and see if you’re on there,” Ratigan suggested.

“If it works for you, then you can sign up,” Sternberg added. “But if it doesn’t work then you should probably get off it because you don’t want to be in these situations where people come in upset with you.”