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:08/10/2023

  Type:Service or Repair 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 visited Bella Medspa to get injections for Botox. During my consultation, they told me that I needed 80 units of Botox. This was extremely jarring to me, as Ive been getting Botox for many years from highly accredited med spas, dermatologist, and board-certified doctors. Ive never once had anyone advise me to get anything more than 35 units. After arguing with the aesthetician, I decided to get 40 units. Several weeks went by, and I saw zero difference in my skin. I then called them to let them know that I was concerned that they had given me a product that didnt work. They had me schedule another appointment, and I agreed so that I could show them first hand that the product had not worked as advertised. After arguing with them, they convinced me to get another 40 units. $700 later and several weeks went by and still zero difference to my skin. I am confident that they had either giving me a diluted product or a fraudulent product. Several months after seeing them, I went to another med spa and had 25 units of the same exact Botox and saw results immediately. Ive never had an experience like this with Botox in my entire life. I can say with extreme confidence that there is some thing fraudulent going on at this business.

  Business Response

  Date: 08/11/2023

  Hello

    thank you so much for letting us know about your concerns. We would love to give you credit for a treatment at Bella Medspa for equal value.

    We always strive to provide the very best service experience for our clients
    Our records show that you received a new patient special offer and received less than 30 units of neurotoxin.
    Most patients receive around their age in neurotoxin. For example, a 40 year old patient would receive roughly 40 units of neurotoxin. Sometimes there is client confusion with the different neurotoxin types for example, dysport is double the units, though the pricing and results would be the same. I wonder if in the consultation and discussion, this was part of the confusion. So, for example, a patient receiving disport neurotoxin could actually receive 80 units because of how this product is dosed though the actual benefit would equal 40 units of Botox and be the same price or less than 40 units of Botox. We understand that can be confusing for patients and try to really take our time to explain all of their options thoroughly.
    We see that you also came back for a touchup appointment months later, and that again was a discount price of less than $30.

    Please let us know how best we can remedy the situation for you. You are welcome to meet with a different Injector or the owner this time. We are here to serve you and provide the very best results possible.
    Unfortunately, our records do not match with your notation of receiving 80 units and spending $700 at our facility. We have attached your receipt records for you to review.

    We are here for you, and would love to accommodate you with a virtual or in person consultation and get you scheduled for a complementary treatment this time with a different Injector or for a completely different service if you choose.
    We are available Monday through Saturday at both ******* and ********** locations. Feel free to reach out to us anytime and thank you again so much for sharing your experience so that we can learn and serve everyone better.
    

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20453461
  
  I am rejecting this response because:

  The business is being dishonest about their records. In addition providing me with fraudulent products and services, they have made false claims about the services provided, the charges made by the business, and the time frame of the services provided. 

  
  On Sept 29, 2022, I visited Bella Medspa and received 34 units of botox and was charged $388. I have the receipt attached that shows each unit I was charged for. This is not in alignment with the statement made by the business where they state "at your first visit paid less than $300 and received last then 30 units of neurotoxin". I called and complained more than once following this appointment. They claimed that I needed to wait "several" weeks to see results. After several weeks, I did return to prove that I had not seen results. On November 10, 2022, I received an additional 24 units of botox and was charged $288. I have attached documentation to prove this claim. This is not in alignment with the claim made by the business that "several months later, you returned for a follow up visit and we see that you again received a special discount pricing and received a Touchup of neurotoxin and paid less than $30." 

  I have all of the receipts to prove my statements that contradict the statements made by the business. Additionally, after submitting this claim, I received an email this morning (8/11/2023) with a "receipt" from the business with a charge of $23.41 for "botox injections" using payment "other," for 4/17/2023. I did not visit Bella Medspa on 4/17/2023, and I did not receive any services from Bella Medspa on 4/17/2023. I have not received ANY services from this business after Nov 10, 2022. This is a 100% fraudulent claim. If I find any charges on my card statements from Bella Medspa after November 10, 2022, I will take legal action. 

  
  Again, I have all of the real receipts, card statements, and appointment confirmations. The illegitimate receipt sent this morning, leads me to believe the business is attempting to create a false narrative regarding this situation. They charged me $676 in total, for fraudulent products. I have attached all appointment confirmations, receipts, and transaction items from my ***** Fargo account. I have also attached the email I received this morning with the fake receipt, time stamped. 

  
  At minimum, I am requesting a full refund for the services. 
  
  

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

  Business Response

  Date: 08/11/2023

  Hello

    Thank you for your response. As you can see attached, we also have the same receipt of service totaling $288.

    We no longer have your card on file to be able to refund your service which is now almost a year past.
    For us to issue you a refund you would have to call the spa manager and put your card on file so that we could refund it.
    We do not have record of you spending over $600 at our facility and the receipt that you attached also states $288 which matches our records.
    We apologize for the confusion.

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20453461
  
  I am rejecting this response because:

  I am further concerned with the integrity of this business, as they are claiming to have illegitimate records (including unauthorized payments, illegitimate appointments, and "****************). According to their records, they have charged me for services on 4/17/2023. I did not visit Bella Medspa on this date, nor did I authorize any charges. I am asking for a FULL refund, for the illegitimate services provided. I have all the records that indicate the charges, dates, and services in which I am asking for a refund for $676. The business is claiming to have only one receipt on file from my visits, although I have various records that prove otherwise.  I have included bank statements, emails/receipts from the business. I would also like the business to send over the receipt for the alleged visit on 4/17/2023 so that I can submit the claim to my credit card company as fraud. 

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

• Initial Complaint

  Date:11/15/2022

  Type:Service or Repair 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 saw a 50% off filler on a friends Instagram story. I booked my appointment. **** and got it the day of my appointment. I used half of the syringe. But I paid for the full syringe. After a day the results were gone and I looked the same. My $550 went down the drain. I had a follow up appointment on the 15th. The 15th rolls around and I have a family emergency come up. (My grandmother was sent to the *** I text them I cant make the appointment and they say I owe them $50 for late fee. I told them I wont be paying for that bc I never signed paperwork saying that. Nor did I see results of the $550 work they did on my face. I want a refund for the filler I didnt use. Or to come pick it up from their med spa and pay somebody else to inject it. Even though it wont do anything, I paid for it so might as well. These people are a scam. The positive reviews on their site im convienced are robots. Please help me get my money back from these scammers.

  Business Response

  Date: 11/18/2022

  This client confirmed her appointment the night before as shown in the message above. The morning of her appointment she reached out to cancel. As shown in the first document attached the client signed and entered her credit card information and consented to our late cancellation form which states "Due to our extremely busy appointment schedule we are now requiring a form of payment to be kept on file to reserve an appointment time. In the case of a late cancellation without 24 hours notice or a no show to an appointment your card will be charged $50. Thank you for understanding." 

  The timing of the messages are displayed as well in the photos. Our late cancellation policy is set in place due to our lack of appointment availability. We are always willing to be flexible and accommodate any clients per their request. The client also stated that she purchased a full syringe of filler. This is correct however for medical safety reasons per our Nurses assessment the client was not able to receive the full syringe at her appointment. It is industry standard for clients to purchase a syringe of filler and receive the remaining product a few weeks after the initial injection, We pride our company on being safe and following all necessary protocol. Due to the nature of the product being a pharmaceutical and only being administered by and RN or MD we are not able to send patients home with this product as it is only *** approved to be injected in a facility under a licensed RN or MD. Please refer to the document listed as "********* face chart" to review the consent/waiver the client signed for the specific treatment she received. 

   

  Our providers have over 30+ years of experience in this industry combined so we take all matters and complaints very serious. As a small business with an awesome reputation in our community we want to present all the necessary documentation to provide a full view of the situation. As an accommodation we are willing to waive the clients re-booking fee in order to administer the remaining amount of her product. As seen in the messages above the client responded to our deposit request with an unclear opinion. There fore her appointment was not scheduled as our medical staff work on a limited schedule deposits are greatly needed to secure and ensure client arrival. Our medical staff work with a variety of different types of clients who have time sensitive treatments. We ask for a secured deposit as a courtesy to our staff and other valued clients.