Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:20/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of the transaction 2023/12/08 They are a beauty clinic and I bought an customized package cost: $7140.21 I had a consultation in the clinic, I inquired about treatments for face shape lifting. They recommended Sofwave cost $4000, guaranteeing it would meet my request and highly suggested it.They promised the results would be very obvious after 3 weeks and would last for 1 year, meeting my personal needs. They were 100% guaranteed at that time and showed me before and after pictures of their clients, promising the result. They said if I have any questions about the treatment and service, I can feel free to consult them anytime.*Nature of the dispute:The treatment was done on Dec 20th, 2023. They told me to wait for 3 weeks for the best result shown on my face.On 2/13/2024 they took before and after pictures for me. nothing happened on my face. I asked to discuss; However, the consultant avoid the responsibility and avoid to reply to me. on 3/13/2024, still nothing happen, the consultant was away, had a conversation with their manager but her behaviors were very disrespectful. Asked for partial refund as they know there is no result but the manager was very pushy and blame me that you are the one who signed the consent form, even though it is not what you need, you expect the wrong thing, its your responsibility no refund possible, we could only offer another treatment for you to try; and nothing else.It is their business responsibility to explain to customers about the procedures and the honest and exact results of the treatments. There can be variations among individuals, but it does not mean they can make up stories to fool customers.Till now, I still have two more sessions of other treatments with them, and I only asked for a partial refund of the Sofwave. They see me not accept the offer and terminate my service as well. Now I have no idea what I can do with the leftover sessions. Thank you in advance to help me resolve this.

  Business Response

  Date: 10/04/2024

  Sofwave is a medical aesthetic treatment that is ***************** approved for improving fine lines and wrinkles, lifting of the eyebrow, tightening a lax jawline and neck tissue. The client has consulted with our medical aesthetic consultant at the clinic, and reviewed the Sofwave case studies with us. We have explained to the clients that individual result may vary as any medical and cosmetic treatments, and we do not provide 100% satisfaction refund as medical aesthetic treatment is an elective and personal services. The client speaks and can read English and signed the consent form before the procedure. There was no adverse event happened during and after the procedure and we stand that the procedure is very successful. The client admitted to us in writings that she felt the skin is brighten and the wrinkles on the neck is reduced on Feb 13, 2024 through social media app WeChat, which fits the expected results of Sofwave treatment. 

  Despite there's no issues for the treatment, the client asked us to fully REFUND her treatment because she subjectively felt the result is "not good enough"

  It is absurd that her "desired settlement" is to refund and check our credential to perform the treatment. We are listed as "Top Sofwave Provider" in the country, the procedure is performed by licensed laser technician, and all treatments are under the supervision of our medical director. 

  This customer is a classic "********************** treatment scammer" which is very common in the medical aesthetic industry. These scammers are trying to take advantages from us because we are all reputable professionals. 

   

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 21442437
  
  

  I am rejecting this response because, firstly, i called them before and they already blamed on me and thats the reason why I filed this complaint. They continuously judged their customers because their customers couldn't see the results as described, which is obviously no result(evidence can be provided).  Additionally, the results were not relevant to what their therapist described to me. The brightening result was due to another treatment called hydra facial , not the Sofwave (which they described as solely for lifting).Secondly, I have NEVER requested a full refund initially when I am discussing with them in a nice way, and I can provide evidence of our discussion on WeChat. Initially, when discussing with them, I kindly asked for a solution because I couldn't see the expected results. They suggested providing me with another treatment as compensation, which I asked if there is another option since I was leaving the country, they said they can potential provide another treatment that meet my need( but why they didnt suggest that in the first place? That makes me wonder if they only try to sell the treatment but scam customers for the result ) and I asked if they could provide a partial refund equivalent to the price of the compensatory treatment they said. 
  
  
  They suddenly became very rude and refused any refund. I tried to give them time to discuss internally, but their manager's attitude suddenly became very rude, started to blaming me and now labeling me as a scammer. 
  
  
  The only reason I am now considering a full refund is due to their disrespectful attitude. They discussed a customer who had purchased a luxury package and trusted them greatly, but ended up labeling them as a scammer, what an arrogant business. This behavior is unacceptable. Even if they choose not to provide a refund, its fine, however,  I demand an formal apology from their business and a exposure of their attitude to the public, also they still have my remaining services which means that I can still expect them to provide me service for my remaining treatments, but their attitudes (even before I tried to talk to them in a nice way and before I filed the complaint)  seems like they just want to terminate the service and only kept my money. 
  
  
  Thank you for your help, 
  
  
  Sincerely, 
  
  
  ************;