Complaints

This profile includes complaints for Xanadu Med Spa's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Xanadu Med Spa

  2105 Bighorn Dr., Suite 104 Fort Collins, CO 80525

  
• 

  Xanadu Med Spa

  2105 Bighorn Rd Ste 104 Fort Collins, CO 80525-3578

  

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:05/28/2025

  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.

  I wish I had read the reviews before seeking services at Xanadu. After receiving ***** treatments two or three times, I experienced poor results on each occasion. Hoping to give it one last try before canceling my membership, I scheduled an appointment. However, after expressing concerns about my previous treatments, Jenn refused service, citing a 90-day waiting period for untreated areas. I explained that I wanted to use my available units before canceling my membership due to a procedure in the fall, but this request was dismissed. ******* later agreed that canceling my membership was the best course of action and even advised that I seek ***** elsewhere given my results. Despite this, Xanadu has refused to refund my money. They deducted 20 units as a penalty for early membership cancellation--even though they agreed to refuse treatment--and then withdrew another 15 units from January, which were originally purchased using a gift card and Alle bucks. This left me with a 19-unit credit that they expect me to use at their clinic, despite the disappointing service I received. Unfortunately, this experience has left me feeling disregarded as a client and disgusted. I cannot recommend their services based on my personal experience.Refused service and now refusing to refund my money. Day of service manager agreed to cancel my membership without any penalty, now theyve come up with a whole new policy, where they can only credit my account for a fraction of what I paid for. I want my money refunded and no longer want to do business with this company after my experience and reading other reviews. Im overall dishearten and distrusted with my experience. Based upon the unit rate of $9.75 per unit paid for 54 units my refund should be $526.50

  Customer Answer

  Date: 05/29/2025

  from: ****** ****** <************************************> via ******************************** 
  to: "*************************************************************************" <*************************************************************************>
  date: May 28, 2025, 7:05 PM
  subject: Re: BBB Regarding Complaint #********

  Hello-

  I wanted to share this medical article toppled with my adverse results from ***** and expressing my concerns at Xanadu and then them refusing to refund my money for product not received. 
  
  This article is on ******* Jay ***** who is the acting medical director for Xanadu Med Spa which is even scarier based on this article and history. 
  *****************************************************************************************************************
  
  Thank you-
  ****** ******

  from: ****** ****** <************************************> via ******************************** 
  to: "*************************************************************************" <*************************************************************************>
  date: May 28, 2025, 6:03 PM
  subject: BBB Regarding Complaint #********

  Good Afternoon-

  Attached are the documents requested Regarding Complaint #********. 

  
  

  Release of Health Information

  Details on what appears the medical director of Xanadu had his license suspended previously

  Gift Card Credits used for January ******************** style="color: rgb(0, 0, 0); font-size: 12pt; font-family: Calibri, Helvetica, sans-serif;">
  

  If you need any additional information, please feel free to contact me. 

  ****** ******

  
  

  3 Attachments

  

  Business Response

  Date: 06/24/2025

  See Attached Document.

  Customer Answer

  Date: 06/24/2025

  I used my ***** bucks and gift cards for January and there was no free units which I attached to this request. Dr. ******* ***** was also billing the end of January under through Xanadu Med Spa. The text messages show you refused treatment sighting a 90 day waiting period for the reason you refused to treat, and your front desk agreed to cancel my membership without any penalty that I didnt know about because there was no contract.  
  

  I discussed with ******* and Jenn that the last time I was treated was January and I had adverse results everytime I received ***** from Xanadu and I had exceeded the 90 days. ******* said I was better to be treated by a cosmetic surgeon and offered me a gift card for other services. Due to my experience and purpose of membership being specifically ***** I wanted my money refunded. They started billing my card in September and there was no contract I just paid for a specific amount of ***** every month that banked on my account starting in September. I have attached my receipt provided by Xanadu in September. I can provide receipts for every month charged. Jenn the ** assured me I would not lose my 54 units but we needed to wait 90 days after determining the 90 days had been exceeded and horrible communication with you business I just want my money refunded for what I paid. 

   

  Customer Answer

  Date: 06/25/2025

  from: ****** ****** <************************************> via ******************************** 
  to: Better Business Bureau <*************************************************************************>
  date: Jun 24, 2025, 8:37 PM
  subject: Dispute Xanadu vs TConway

  Get Outlook for iOS

  ---

  From: ****** ****** <*************************************************************************************************************************>
  Sent: Friday, May 30, 2025 6:23 PM
  To: ****** ****** <*************************************************************************************************************************>
  Subject:

  
  

  

  
  
  

  
  
  

  
  
  

  
  
  

  
  
  

  
  
  

  
  
  

  
  
  

  
  
  

  
  

  

  Business Response

  Date: 07/02/2025

  I have spent a good amount of time and energy personally digging into this to ensure that we are absolutely being fair, honest, and accurate in our representation.  I am hopeful to maintain a positive working relationship with ****** and am hoping that with a clear understanding that the negative feelings may be removed.  Truly, we want what is best for Ms. ****** from both a health and safety perspective as well as from her relationship with us as both a client and a member.  If she would like to reinstate her membership that is always an option that I am willing to entertain.  Please do read the attached packet of information to understand the bigger picture with more clarity.  Thank you.  Let me know what questions you may have.   -Mark

  Customer Answer

  Date: 07/02/2025

  Complaint: 23389528
  
  I am rejecting this response because: your business is just making stuff up as you go. ******* sent me a $130.25 gift card that I rejected and deleted because that's not what I paid for, and I want no association with your company. As stated before I've had horrible results every time I received ***** from your business, and it's scary to me you don't even have accurate records of the dates I received services or the receipts for the gift cards and things that should be applied to account. There was no contract, no free units in January, and I want my money refunded for the money paid for ***** for the 54 units that have been paid in full. You refused service due to a 90 day waiting period that had long past, and your front desk agreed to cancel without any penalty of the 20 units. ******* agreed due to my adverse results I should seek services elsewhere, and that's exactly what I want to do, but I want my money refunded for product paid for but not received.  

  Please use this request as an official records request, and if you have another process please advise. Please send me a copy of my medical file, application for services, text message communication, receipts, signed contract, agreements, membership appreciation pamphlet for ***** program starting August 30, 2025 through current. Since the information continues to be inconsistent that you are providing to the BBB, I would like to compare my documents with your records so please send me everything you have during that time frame for review. 

  Regards,
  
  ****** ******