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:11/05/2024

  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.

  I sent this email today, November 5, 2024

  Subject: Request for Refund
  
  
  To whom it may concern,
  
  I hope this message finds you well. I received the receipt below today and have attached the letter I personally delivered to the iCryo office for your reference.
  

  During my consultation, I was not informed that this charge was non-refundable. I believe it’s important for customers to be made aware of such policies before making a purchase, and I kindly request a refund.
  

  I have also submitted a claim to the Better Business Bureau and will continue to pursue this matter until it is resolved.
  

  Thank you for your attention to this issue.
  

  Warm regards,

  
  ******** ******* ** ********
  ******** ****** ********* ******
  ****** **** ***** ** *******
  ******* ************
  “Hope is not positivity. It is the deep understanding that there’s always more to see beyond my current circumstances.”
  — ***** *** ******* 
  
  
  
  
  On Nov 5, 2024, at 10:07?AM, iCRYO Avon <[email protected]> wrote:
  
  
  ?
  
  
  We appreciate your recent visit to iCRYO - Avon. Every step you take to better your health is a great accomplishment.
   
  Avon
  ###-###-####
  
  
  
  
  *** ******** 9/25/2024
  
  
  Item  Qty  Price  Discount  Final price
  Medical Weight Loss Consultation 1 0.00 0.00 0.00
  Tour 1 0.00 0.00 0.00
  Tirzepatide - Weight Loss Pass - 12 Weeks 1 2,997.00 299.70 2,697.30
  
  Total $2,697.30
  State Tax $0.00
  Tax $0.00
  Total $2,697.30
  
  
  
  
  Payments
  Payment Option Number Amount Paid On Date Name
  CC Online (*********** ******** ******** ********* ***** **
  
  Amount Received $2,697.30
  Credited to State Tax $0.00
  
  
  
  
  Total Paid:$2,697.30
  Paid (Cash/Card/Check):$2,697.30
  
  
  
  
  
  
  
  
  **** **** **** *********** ** *** ***** ***
  ******** *** *****
  ******** *** *******
   
  No returns or refunds are allowed as all sales are considered final.
  
  
  
  
  

  ced to take the matter outside of the organization. This could include contacting the state’s ******** ******* or the Better Business Bureau or addressing it publicly. However, I sincerely hope this step will not be necessary, and we can resolve this satisfactorily internally.
  Thank you very much for your time and understanding.
  
  Sincerely,
  
  
  *** ********
  
  ******** ******* ** ********
  ************* ****** ********* ** *****
  ###-###-####

  Business Response

  Date: 11/12/2024

  To whom it may concern,

  I have attached Ms. ********'s receipt from her purchase on 9/25/24.  I have redacted the service purchased on the receipt to protect our guest's privacy.  On the bottom of all receipts (I have circled on last page) we state "No returns or refunds are allowed as all sales are considered final."  With that said we here at iCRYO are committed to customer satisfaction.  We attempt to resolve any customer issues to the best of our ability.  Although our policy states there are no returns or refunds, I believe our center manager had offered Ms ******** the full amount on a gift card.  This amount can be used on any products or services in our center.  This offer will stand for Ms. ******** until the end of this month.

  Best Regards
  

  Customer Answer

  Date: 11/13/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  

  I was not informed before I made the purchase that it was nonrefundable and non-transferable. There was no signage anywhere in the store, I was not verbally told that it was nonrefundable and non-transferable, and I did not sign anything in writing demonstrating an understanding that it was nonrefundable and nontransferable before I handed over my credit card for payment.

  
  

  I found out that my purchase was nonrefundable and nontransferable after I made the purchase. When I requested a refund I was sent the electronic receipt referenced in iCryo’s note.

  
  

  I canceled the purchase and did not receive any of the services well before the time I was to receive them.

  
  

  It would be a very long time before I could use  over $2600 worth of services on a gift card with this establishment. The only acceptable response is a full refund to my credit card.
  

  I have taken the matter up with my bank and stopped the credit card payment.  
  

   

  Sincerely,

  
  
  
  *** ********

  Business Response

  Date: 11/13/2024

  We believe we have given a reasonable solution to this matter.  We will leave this solution offer open until 11/30/24.

  Customer Answer

  Date: 11/14/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I deserve a refund to my credit card. I was not informed that the service was non-refundable BEFORE my purchase. Only AFTER I asked for a refund did the business let me know the service was non-refundable. And then sent an electronic copy of the invoice with the notice at the bottom. Again, this was communicated AFTER I made the purchase. Telling someone AFTER the fact is not acceptable business practice. I cancelled my service within plenty of time. The service was not performed. A full refund to my credit card is the only acceptable response. I have taken this matter to the bank and have refuted the charge on my credit card. I will take this to social media reviews and to the courts if necessary. The amount is far too large for me to use as a gift card for services at this business--I do not want their other services.
  
  
  
  Sincerely,
  
  
  
  *** ********