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:03/02/2025

  Type:Billing 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.

  I purchased a 12-session skin treatment package for $3,000 from Ageless Beauty Laser & Spa on December 22, 2023. The staff recommended a 4 to 6-week gap between sessions, meaning the treatments would take several months to complete. However, at no point was I informed that each session would cost over $500 per treatment. They simply stated that the treatments were "customized", but there was no clear price breakdown provided at the time of purchase.I have completed five treatments and now, after requesting a refund for my unused sessions, I am being charged $2,700 for those five treatments. On top of that, they are deducting a 20% cancellation fee, which was never communicated to me upfront, leaving me feeling misled and unfairly treated.Additionally, I later discovered that four different customized treatments were charged the same price, even though they were completely different procedures, each requiring different amounts of time, products, and effort. This raises serious concerns about whether the pricing structure is manipulated or inconsistent.After I posted an honest review of my experience, the business threatened me with legal action unless I removed it within 12 hours. This is an unprofessional and aggressive attempt to suppress genuine feedback. Furthermore, I noticed that after posting my 1-star review, multiple 5-star reviews appeared, suggesting the possibility that their online reputation is manipulated and may not reflect the actual experience of all customers.I believe their pricing practices are misleading, their refund policy is unfair, and their efforts to silence negative feedback are unethical.I expected much better transparency regarding both the refund and pricing from them. I am seeking a fair refund for my unused treatments. This is my hard-earned money, and I cannot afford to just let it go so easily.

  Business Response

  Date: 04/02/2025

  The clinic would like to address the concerns raised regarding the treatment package and subsequent refund request.
  On December 10, 2023, the client visited the clinic for a consultation, during which all available treatment options were thoroughly discussed. Six days later, on December 16, the client confirmed their intention to proceed and booked an appointment for December 22. After 12 days from the consultation date, the client returned for the scheduled appointment.
  
  Upon arrival for the appointment, the client opted to purchase a 12-treatment package instead of the 6-treatment option, citing that the 12-session package offered a better deal. As explained during the consultation, packages must be paid upfront, and all pricing details are transparently listed online.
  The clinic recommended treatments every four weeks to optimize results; however, despite this, the client only completed five sessions over the following period.
  
  In December 2024, the client contacted the clinic, expressing dissatisfaction and using harsh language toward the receptionist. In response, the clinic owner personally called the client and scheduled a one-hour consultation to address concerns. During this discussion, the client initially expressed that they were unsatisfied with the treatments. However, when the staff explained that the client had not adhered to the recommended treatment intervals (which were every four weeks),  the client later revised their explanation, stating that they were relocating to ******* and would no longer be able to continue with the treatments.
  The clinic owner offered several alternative solutions, including the option for the client to complete the remaining sessions with such treatments that can be done in every two weeks before their move. The client acknowledged the offer and agreed to continue the treatments, expressing a desire to make use of the remaining sessions rather than let the investment go to waste.
  
  Following the clinic's efforts to accommodate the client, a negative review was posted, which the clinic respects as personal feedback. However, shortly after, the clients husband and at least two other individualswho have never been clientsalso left negative reviews. The clinic contacted the client not regarding their personal review, but due to the additional fraudulent reviews from non-clients, some of which included false accusations against a staff member.
  
  The client also alleged that positive reviews appeared immediately after their negative review. However, records confirm that the clinic has consistently received positive reviews from satisfied clients before and after. These reviews are genuine and reflect the real experiences of the clinic's clientele. To further clarify this matter, screenshots of the removed reviews are attached.

  The client also mentioned that she took the money back from a driving license service and another spa in ********, and she wanted us to do the same. However, each company has its own policies, and we cannot adhere to the refund policies of other businesses.
  
  It is also important to note that the client purchased skincare products at the time of purchasing the treatment package. These products are designed to last approximately 2.5 to 3 months, yet the client still has them more than two years later. Initially, the client stated that the treatments were not effective, but later claimed that they could not continue due to relocating. This change in story raises further concern about the clients intentions and commitment to the treatments.
  
  Additionally, the residential address provided by the client was linked to a business name, rather than a personal address, raising concerns about the client's intentions from the beginning.
  
  Additionally, the clients  package has passed two yearly cycles, and she chose the 12-treatment package over the 6-treatment option, as it was the better deal.
  The clinic has made every effort to accommodate the client, offering flexible scheduling / Less down time treatment options and an exception to the refund policy. While the clinic regrets that the clients expectations were not met, it stands by its policies, professionalism, and commitment to providing high-quality service.
  
  Despite the clinic's strict no-refund, no-exchange policy, which the client acknowledged and signed at the time of purchase, an exception was made. A refund was offered for the unused services, with the standard 20% deduction applied to cover administrative costs.

  The client is requesting a refund based on the price for regular treatments, despite receiving customized treatments that are priced at $499 per session. These customized treatments were specifically tailored to target melasma on the clients face. Due to the specialized nature of these treatments, they require a higher level of care and expertise, which accounts for their higher price. The price of $250 per session offered within the package represents a discounted rate, significantly lower than the regular cost of $499 per session for customized treatments. As a small business, it is not feasible to provide these high-value treatments at the standard treatment rate, as they involve more intensive and specialized procedures.
  
  The client also mentioned that they attempted to contact the clinic 20 times without receiving a response. Upon reviewing the clinics call log records, it was found that the client made only one phone call in December. During this call, the client inquired whether the package could be altered to include laser hair removal treatments. The receptionist explained that the package was specifically designed for melasma treatments and could not be modified to include hair removal services. When the clinic presented the call log during the clients last appointment, the client quickly revised their statement and changed the story about the phone call communication.

  
  

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 22893503
  
  I am rejecting this response because:

  I am responding to formally express my profound dissatisfaction with both the services provided and the unprofessional conduct of the Ageless Beauty Laser & *** staff. My experience with this business has been frustrating and distressing. The lack of transparency, misleading information, and unprofessional behavior have left me feeling deceived, mentally stressed, and completely unheard. The mishandling of my refund request has compounded my distress, making me feel victimized and taken advantage of. I am demanding an immediate resolution to this matter.

  
  1. Misleading Information Regarding Treatment and Results
  During my initial consultation with ********, I was informed that my melasma would not be resolved quickly and that a 12-treatment package was necessary to achieve results. She offered me a better deal compared to the 6-treatment package, assuring me this option would provide the best outcome for my skin concerns.

  
  Their website also claims that Microneedling RF delivers faster and more prominent results with each session. However, after undergoing 3 Customized Microneedling Rf treatments plus 2 more customized treatments, I saw zero improvementin fact, my skin condition worsened. This directly contradicts the claim that results should be visible with each session.

  
  I was shown before-and-after pictures of other clients and assured I would see visible improvement after each session, with gradual progress. However, when I asked for a detailed list of treatments, I was simply told they would be customized for me, with modifications if any treatment was ineffective. I was never provided clear information on how my treatments would be tailored or what exactly was being applied to my skin.

  
  After a microneedling treatment, I expressed my pain and discomfort over the phone and was told a Vampire Facial would be used for my next session as it was also very effective. However, when I arrived, I was treated with microneedling again without my consent or any prior explanation. This inconsistency and lack of communication are unacceptable.
  

  Since clients are required to keep their eyes closed during the treatment, I was unaware of the procedure until it was already underway. When I questioned the staff mid-treatment, I was told that microneedling was the best thing I can do for my skin.

  
  The microneedling treatment was extremely painful and unbearable, yet I was never given a clear explanation or breakdown of the treatments being applied or customized for my skin.

  
  2.Misrepresentation of Treatment Expectations and Results
  I followed all the guidelines and received 5 treatments over the course of 4-6 weeks, including the creams ******** recommended. However, after these 5 treatments, I saw zero improvementno reduction in my skin concerns, and in fact, my skin worsened.

  
  I was assured that I would see gradual improvement, but after 5 sessions with no result, I felt that continuing with the painful treatments was not only futile but detrimental to my skin. I lost trust in Ageless Beauty Laser & *** services and decided not to continue with the treatments after June 2024.

  
  I had no improvement and was in significant discomfort, which led to me deciding to discontinue treatments. I am now left feeling that I paid for services that only worsened my skin condition.

  
  3. Deceptive Sales Practices and Lack of Transparency
  During the consultation, I was not provided with a clear breakdown of individual treatments or how they would be customized. There was no transparency about what would be done during each session or the products being used.

  
  When I signed the policies, I asked for clarification on what was written, because it was too much to read in short time and I was told everything explained in the consultation was in the paperwork. This was misleading, as the treatment and service details in the documentation did not align with what was communicated to me. I feel I was misled, and my trust was violated.

  
  4.Unprofessionalism of Receptionist and Staff
  After my last treatment in June 2024, I contacted the business in December 2024 to inquire about using my remaining balance for laser hair removal. The receptionist was unhelpful and unsure of the policy, saying she would confirm with the manager.

  
  I received no follow-up, so I called again on January 22, 2024. The receptionist was unhelpful, redirecting me without clear answers. When I asked to speak with the manager, she claimed the manager was unavailable but would call me the next morning.

  
  On January 23, 2024, I followed up again as I had not received a response from the business. The receptionist dismissed my concerns, repeating that the manager would call me when available, and then rudely disconnected the call. I made multiple attempts to reach them before finally securing an appointment with the manager for January 24, 2024, at 5:00 PM.
  However, on the morning of January 24, 2024, ******** called unexpectedly before the scheduled appointment, which was unprofessional again, especially since I was at work. Concerned about my refund, I took the call.

  
  During the call, ******** informed me that I had already used $2,700 of the original $3,000. I requested a detailed invoice, which had never been provided before. When I collected the invoice on January 25, 2024, I was told each treatment was customized and cost over $500. This was the first time I heard of these charges, which were never discussed during the consultation or treatment process.

  
  5. Discrepancy Between Business and Staff Communication
  The business has claimed that I am changing my story. However, I firmly believe both of my accounts are valid. My experience with the treatments was unsatisfactory, Painful with Zero result. Furthermore, I am planning to move to ******* in the next couple of months.

  
  Initially, I was hopeful after the first consultation, but my subsequent experiences were marked by poor communication, lack of transparency, and unprofessionalism.
  

  The claim regarding my address is completely false and misleading. My address is 100% legitimate, and I have attached my ID as undeniable proof. This baseless allegation is an attempt to deflect from the real issue at hand.

  
  6. Serious Concerns Regarding Business Malpractice
  Upon reviewing the treatment consent form shared by the business, I noticed that microneedling is not listed anywhere, despite it being performed on me three times without my known explicit consent. This clearly constitutes a violation of informed consent and professional ethics.

  
  7. Refund Policy and Options Provided
  During my 1st consultation, I was assured that if I chose not to continue, my unused treatment balance would be refunded, with no expiration date. 

  When I returned from my family emergency in December 2024 and inquired about using my balance for laser hair removal, I was repeatedly given vague responses and was ignored for weeks. After much follow up and delay, offered two options: either continue with face treatments that I no longer wish to pursue or receive a partial refund after deducting the $2700 already used and a 20% cancellation fee.

  
  After multiple follow-ups, I was informed (for the first time) that I had already used $2,700 of my $3,000 package and that any refund would be subject to a 20% cancellation feesomething never mentioned before.

  
  8. Review Manipulation
  On December 22, 2023, when a partial payment was made by ****** *****, He was asked to leave a ****** review, which he did. However, after my disappointing experience with the business, ****** ***** revised his positive review to reflect the true nature of our experience.

  
  I have every right to discuss my experience with family and friends to ensure they make informed decisions.

  
  Conclusion:
  Due to this businesss malpractice, unprofessional staff behavior, the receptionists ignorance, the threatening email, wasting all my valuable time, compromising with my work due to downtime of the painful treatment and ultimately losing my hard-earned money, I am feeling deeply traumatized and mentally stressed. The way I have been treated is completely unacceptable. Considering all these factors, I rightfully deserve a full refund. However, I am exhausted from dealing with this business and its blatant lack of professionalism. At the very least, I demand a fair refundmore than 50% of my total paymentsince more than half of my treatments remain unused.

  
  I also expect a detailed explanation regarding the unprofessional behavior of the staff,including the receptionist, as well as the complete lack of transparency regarding treatment pricing and refund policies as communicated by ********.
  I feel completely deceived and taken advantage of, and I expect this matter to be addressed swiftly and appropriately.

  
  P.S. I sincerely hope we can resolve this amicably. However, if no fair action is taken, I will have to explore other options to address this matter.
  

  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 09/02/2025

  We appreciate your communication and would like to clarify the details regarding your concerns. We maintain records of all the calls we receive. Based on our records:
  
  On December 12, you contacted our clinic asking to transfer your face treatment package toward a laser hair removal package. The receptionist informed you that this was not possible, as your package was specifically designed for face treatments. 
  
  On January 22, you called again asking a refund for the package. During the conversation, you spoke to the receptionist in a rude and unprofessional manner. As she does not have the authority to process such requests, she informed you that only the manager could handle this matter. Despite this, she politely explained that our policy does not allow refunds but assured you that she would notify the manager and arrange a callback for you as soon as possible as the Manager was off on that day 
  
  On January 23,  2 calls were made before the clinics opening hours, but our receptionist promptly returned your call as soon as we open as you can see in call book that the first call is yours and highlighted too. However, as it was a Thursdaythe managers scheduled day offshe was unable to address your concern immediately.
  
  On January 24, the manager returned back from her days off and   she called you twice but it went to voice mail . Once she  get a hold of you she explained  our no-refund policy and offering an in-person consultation to further discuss your concerns. You agreed and came in on January 25 at 5pm, where the manager spent approximately an hour going over the details of your package.

  When you walked in the consultation you was accusing the clinic to be a fraud misleading not responding back to her but when the technician showed you proof  you calmed down. 
  During your consultation, you decided to proceed with your package, continuing your sessions for the next three months before you relocate to *******. We provided you with alternative treatment options that can be scheduled every two weeks, ensuring flexibility while maintaining the effectiveness of your treatment ******** even mentioned seeing improvements in your skin, particularly lightening and overall enhancement during the course of your treatments. However, when you came in for consultation your words were contradictory to your own statements at that time raising inconsistencies in your claims.

  Regarding pricing, our clinic offers only six and twelve-treatment packages, which are standardized and consistent for all clients. We do not offer lower prices selectively to entice customersevery client pays the same rates for our treatments.

  Additionally, you had the option to either pay per session or choose a package, and you made an informed decision to purchase a package. As an intelligent and well-informed client, you recognized the value of the package, which offers a better price per treatment compared to single-session payments. It is not feasible to refund the remaining amount by recalculating treatments at the regular price, as packages are structured for cost savings.

  Regarding your treatments, you initially came in on December 22, 2023 followed by a five-week gap until your next visit on January 26, 2024. After that, there was an eight-week gap until your appointment on March 24, followed by another treatment after four weeks on April 20 , and then a six-week gap before your visit on June 21.
  Additionally, the products provided were intended to last for about three months. However, during your consultation, you mentioned that you still had some of the products remaining, which suggests that the recommended usage guidelines were not fully followed.

  You also mentioned that you were blindfolded during treatments and unaware of what was happening. To clarify, eye protection is only used during laser treatments for safety reasons. You underwent only one laser session, and during all other treatments, your eyes remained uncovered, allowing you to observe the procedure.

   Regarding pain tolerance, we fully understand that each individual experiences discomfort differently. To ensure client comfort during microneedling treatments, we use a 30 minutes numbing and a chiller system that blows air at temperatures as low as -22 to -23C, helping to minimize discomfort.

  When you initially filled out our online forms, you did so at your convenience, with ample time to review every section before submission. There was no pressure or obligation during this process. Regarding the Microneedling (MN) form , we do have other forms signed by you in our system. Initially, we did not attach them due to the systems limitation of allowing only five PDF attachments. For further clarity and transparency, we are now attaching them for your review.

  As mentioned Every call we receive is documented in our call log, where we not only record the details but also make notes of any inquiries for reference. To ensure clarity, we are attaching pictures of our records for your review.

  Regarding your claim of threatening emails the review you mentioned, we want to clarify that you have every right to leave a review, and we respect your feedback. However, we have noticed that your husband has left multiple reviews (5-6) from his profile and has even created additional profiles seemingly with the intent to harm our business reputation.
  While we understand that you may have borrowed money from your husband to pay for your treatments, we want to be clear that Ageless has no financial dealings with him directly. Our agreement and transactions are solely with you as our client.
  
  Additionally, we have noticed two other negative reviews, including one from a reviewer based in *******, who stated that they are leaving a review because their "friend had a bad experience." We find this concerning, as we have never treated or interacted with this individual.
  We take defamation and false claims very seriously, as they can harm our business and the reputation we have worked hard to build. We remain committed to professionalism and transparency in all our client interactions.

  Regarding your address, our records indicate that it is a commercial building with multiple businesses, and at no point have you provided a unit number .Unit number you provided is also a business unit associated with a name PICS. We were trying to obtain this information as we are concerned about the ongoing negative statements and reviews being made about our business. And we were going to send a legal letter and we searched out it came out to PICS commercial plaza. As we take these matters seriously and must ensure that we are protected from any false claims or reputational damage.

  While we empathize with your circumstances, we find it disrespectful that our business and staff are being misrepresented despite our genuine efforts to assist you. We take customer feedback seriously and are always open to constructive discussions, but we cannot accept false claims that undermine our credibility.

  Our treatment packages are specifically designed to address certain skin concerns, and we never state that they are refundable or transferable to other treatments. Many clients choose packages to achieve optimal results, and if we allowed frequent changes due to a change of mind, it would compromise the structure and effectiveness of our treatment plans.
  
  At no point have we promised or stated that package modifications or refunds are allowed. If such changes were an option, they would have been explicitly mentioned in our consent forms and company policies. Our policies are clearly outlined and apply consistently to every client to ensure fairness and transparency that there are no refunds or exchanges available at any product or service.
  
  We are committed to maintaining professionalism and fairness in all our client interactions. If you have any further concerns, we are happy to address them in an open and respectful manner.