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:10/17/2024

  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 had bought a 30 unit bank of neurotoxin for my face. I tried to redeem several.times and the medspa refused, denied, and pretended that those extra units didn't exist. I politely paid for more units confused as to where my banked units went. Then another secretary mentioned I had 30 units in the bank after I paid for 30 more ******** 2 days after my appointment I called the medspa and the other provider that works there verified that I had 30 units in the bank there.Then on Thursday I got a call that my appointment was canceled due to the hurricane. I was caring for several people displaced so I couldn't reschedule. I called on 10/14 to reschedule and I was told my provider is hone on maternity leave and cannot book for 5 months. That seemed odd as I have been getting 2 different stories for both my banked units and now the reason for my cancelation was not consistent.I asked about my 30 units and they said "you don't have 30 units it was a secretary error" this is unacceptable. I paid for services and I have done nothing to be treated like this, no one should. They also denied to give me documentation of my $360 of banked units. I don't think I am.the only client they take from.

  Business Response

  Date: 10/21/2024

  We are committed to providing all our clients with high-quality and transparent services. Regarding  the complaint from this client, we would like to clarify the situation while respecting their privacy:
  
  1. Service and Payment Transparency: The client was offered the opportunity to review their full treatment records and invoices in person to verify the services rendered and the corresponding payments. Our team discovered a clerical error during the transition to a new system, which indicated an incorrect bank of 35 units of neurotoxin. This was corrected, and the error was communicated to the client at the time. The client has only been charged for services received. The clients payment invoices have been reviewed serval times and no documentation or invoices indicate that they have been charged for an extra 35 units of neurotoxins.
  

  2.Client Communication and Documentation: At no time were any services or documents denied. In fact, we offered the client the opportunity to collect their records in person, including invoices and documentation of all services received. Unfortunately, despite the assurance from the client that they would come pick up these documents, they have not done so to date. 
  

  3.Professional Conduct: Due to ongoing concerns about this clients behavior, which included arriving late for appointments and not showing for appointments without notice, we ultimately made the decision to discontinue the professional relationship. This decision was made to maintain a respectful and productive environment for all clients and staff.

  
  We have always strived to treat all clients with respect and fairness and have never withheld services or payments from any client. We remain open to resolving this issue through open communication and continue to offer this client the opportunity to retrieve their records at their convince. 
  
  Thank you for your understanding. Should you require further clarification, please feel free to contact us.