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:04/10/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 have been a patient for many years and have always appreciated the doctor and staff. However, three weeks ago, my credit card--kept on file by the office--was charged over $800. When I called to inquire, I was informed that the office had been hacked and was assured that I would receive a refund within 48 ********** forward three weeks, and I have yet to receive my refund. Despite multiple calls, I am repeatedly told how sorry they are and that most other affected cards were refunded quickly. I have insisted that my refund be processed, but the office continues to attribute the issue to the hack rather than taking responsibility for the charge being pulled from their system.Beware....

  Business Response

  Date: 04/16/2025

  The Square Account at ********************************************* & Beauty was hacked and Square has assured us that any fraudulent charges (such as the one mentioned above) have been flagged and marked as such.  Square has advised our business that in order for the patient to receive a refund, they will need to contact their bank or card company directly and file a claim.  It is recommended the patient contact their bank and confirm that any fraudulent charges were successfully refunded.  If patient has not received a refund we encourage them to also contact Square.  We are unable to refund the patient as the charge was not authorized by our business.  We tried calling patient and were unable to get in contact with him.  Patient was left a message and encouraged to contact our office to discuss the situation. 
  

  Customer Answer

  Date: 04/18/2025

   After multiple attempts to resolve the issue directly with the business, I finally spoke to the office manager- three weeks laterand only after filing this complaint with the BBB.
  *****, the Office Manager, informed me that the business had been hacked and claimed they were not at fault for the unauthorized charge. However, my concerns remain unresolved.

  Issues That Need to Be Addressed:

  Lack of Communication: Despite repeated efforts to contact the business regarding this fraudulent charge, I was met with silence. It was only after I involved the BBB that I was finally given a call. This delay in communication is unacceptable.
  Failure to Take Responsibility: The business is attributing the fraudulent charge to Square, the payment processor, rather than acknowledging its own responsibility to protect customers' payment information. Instead of proactively reaching out to affected patients and ensuring safeguards were in place, they are deflecting blame.
  
  Understanding Squares Role vs. the Businesss Responsibility:
  
  Squares Role: Square facilitates transactions but does not make final decisions in disputes. While they provide merchants with the necessary tools to respond to charge disputes, Square cannot override decisions made by the card issuer.
  The Businesss Responsibility: It is ultimately the merchants duty to ensure charges made to customer accounts are legitimate. A business must implement proper fraud prevention measures, verify transactions, and maintain security protocols. Failure to do so leaves them liable for fraudulent charges.
  I request that this matter be properly investigated and that the business takes accountability rather than shifting blame. As a customer, I expect responsible business practices, secure payment handling, and timely communication in situations involving fraud.
  Thank you for your time and attention to this issue.
  Sincerely,
  **** **********

  Business Response

  Date: 04/25/2025

  Our office contacted the customer on April 16, 2025, to discuss the concerns outlined in their letter. A follow-up call was made today, April 25, 2025, during which we left a voicemail encouraging the customer to return our call. Our office contact information was provided for convenience and further communication.
  

  We would like to clarify that our Square account was compromised, which unfortunately led to unauthorized charges on several customers' credit cards, including this one. Since discovering the breach, our team has been working diligently with ****** to investigate and resolve the matter. However, progress has been limited due to a lack of support and communication from Square.
  

  Our business was completely locked out of the Square platform, leaving us without access to transaction records or information identifying which customer accounts were affected. To date, we have not received a full list of the fraudulent transactions, which has made it difficult to reach out to impacted individuals directly. A police report has been filed, and law enforcement has issued a subpoena to obtain the relevant records from Square.
  

  It is important to note that we do not retain customer payment information on file in our office, as all transactions are processed through Square. We have only been able to identify impacted customers who contacted us directly to report unauthorized charges. During our previous conversation, we provided the customer with all available information. At this time, there are no significant updates to share.
  

  The customer informed us that their credit card company had already refunded the disputed amount. Based on this, we understood the matter to be resolved. Should the customer wish to pursue further investigation or file a formal complaint, we recommend reaching out to Square directly.

  Customer Answer

  Date: 05/02/2025

  My main concern is the lack of responsibility taken by the Office for the following:
  1. Staff not returning calls. Office not informing patients of Breach.  
  2. Credit Card Security Breach
  My credit card information was compromised, yet the office has refused to accept responsibility for the breach. Instead, they have placed the blame solely on Square, their credit card processing vendor. While the Office Manager claims they are working diligently with Square, they failed to take proactive steps to notify affected customers in a timely manner.
  A business that collects and stores customers private financial information has an obligation to safeguard it. I explained to ***** that the company I work for implements security measures such as multi-factor authentication, encryption, and other precautions to protect sensitive data. Her responsethat their office is a small business and does not have the same resources as a larger companyis highly concerning. Rather than taking responsibility for the breach, she deflected blame onto the vendor.
  3. Lack of Safeguards Against Fraud
  ***** further stated that the breach involved the offices password being changed, as well as the bank account number receiving deposits from credit card payments. As a result, funds were diverted away from the business and into the hackers account. This illustrates a failure to implement security safeguards that should have prevented such an attack. Again, no responsibility was taken by the Office Manager, who represents Prescribed Health and Beauty.
  The office's refusal to acknowledge accountability for both the communication failures and the security breach raises serious concerns about their professionalism and commitment to customer trust.
  I urge the ********************** to take appropriate action regarding this matter.

  In closing I would like to see just once, the office would take accountability and offer an apology instead of deflecting blame onto everyone else.

  
  
  

• Initial Complaint

  Date:04/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  office visit 2/28/23, insurance paid their portion of the claim as evidence of an EOB. Several phone calls to provider since 11/2023. issue has still not been resolved as of 3/19/2024 my account still shows a balance due to the provider that has already been paid.

  Business Response

  Date: 05/01/2024

  Patient brought this issue to our attention in November 2023.  We were in the process of changing billing companies due to multiple problems with our previous billing company.  We attempted to contact the patient and were unable to get a hold of her, however, we contacted our new billing company to determine what the issue was.  We had no record from the insurance company of a payment being made, which we attempted to obtain record from them.  Patient was able to provide verification of payment on 4/12/24 and at that time we were able provide this information to our new billing company to have them adjust the payment accordingly.  Our billing company has addressed the patient's account and adjusted the patient's balance to zero.  I (the office manager) have been in contact with the patient multiple times trying to get this issue resolved. This issue has been addressed and resolved with our office and the patient no longer has a balance on her account.  Unfortunately we had issues with our previous billing company not properly documenting payments and handling claims in a timely manner.  Additionally, dealing with insurance companies can be rather difficult in the medical field. We appreciate the patient bringing this to our attention and patiently working with us to get the issue mentioned above resolved.  

  Customer Answer

  Date: 05/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************