Complaints

This profile includes complaints for SMooth Solutions Medspa LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  SMooth Solutions Medspa LLC

  1867 Bay Scott Cir Ste 111 Naperville, IL 60540-1133

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  SMooth Solutions Medspa LLC

  1510 Douglas Rd Oswego, IL 60543-5108

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:03/31/2025

  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 signed up for their Forever Young membership for $199 a month for 12 months back in December of 2024. Per their website when I signed up, every month I can pick from a list of services. On their website it stated that 'each month members opt for a facial, they'll also receive a personalized skin care regimen with ********* products' . Also, in my contract it says 'If you choose to receive any complimentary products that are included with your monthly facial services, please be aware that you will owe the clinic ONLY the sales tax.' On Friday, March 21st, I went in for my monthly facial and was told that you only receive the products the first time you get a facial. I called the next day to share that the website doesn't say that, it says monthly. The front desk told me that I was wrong and that the manager would call me on Monday. No one called me so I called again on Wednesday 3/28 and left a message regarding the website is now changed and that it is misleading as I signed up for the membership understanding it would be monthly. I requested for someone to call me back. I called again on March 29th where I was dismissed and was told that I misread it, but when questioned on if I misread it why was it changed and also brought up my contract. Eventually, the owner said that I did not misread it and that I caught it and it was an error that they fixed. I shared that given the details of the membership have changed from what I signed up for, I no longer want it. They told me I would have to pay $576.67 to get out of my contract, which I don't think is right. I am cancelling because what I signed up for is not what is being given to me and to change the details of the membership without telling anyone and trying to sneak around it, is not right. All I want is for the business to do the right thing and refund me my money. Given how I was treated and was dismissed and argued with, I no longer want to do business with them. The call states it is recorded.

  Business Response

  Date: 04/01/2025

  We have had numerous conversations with ******* we have offered her multiple solutions, but in her contract that she signed, it does state that if you cancel the membership prior to 12 months, that the difference in pricing will become due.  This is to prevent people from getting $500-600 services in the first few months of a $199 monthly membership and then canceling. 
  We offered to honor the error on our website just for ******* and she still declined.  We waived our customary cancelation fee when we totaled up how much the difference was, so we again, went above and beyond.

  I have attached the screen shots of our recorded call summary for you to see that we offered her several options and she was unwilling to accept any of them.

   

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23128315
  
  I am rejecting this response because:

  During the multiple conversations I was told I was wrong and that I misread when in fact, I did not misread.  It was only in the very last conversation, with you, after you still continued to dismiss my concerns that you eventually said that I was right and it was an error.  I understand that you eventually offered to honor the error that was on your part but I no longer want to do service with a company that I had to argue with, when I was correct the entire time, you were misleading, then tried to gaslight me in that I misread. You referenced the front associate and what she said, it has nothing to do with her. This is what I signed up for and it is what was stated on your website and in my contract. I am not aware of an additional cancellation fee that you said you waived. I was also charged for the product that was supposed to be complimentary. Why would I trust this business to perform procedures on my face and give them my business after all of this, which responsibility is on the business. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/12/2025

  Hello Hannah,

  We tried to provide a solution to you in your favor. We understand that you feel you were wronged, however we tried to explain to you several times that the verbiage was an oversight at our end and we corrected the website immediately. Please be aware that the corrections on the website had to made so this incident would not reoccur and we acknowledged that you brought it to our attention. Your initial consultation was with me, and at no point in that meeting did I tell you that we offered free skincare at every facial visit. Though ******

  is no longer with us, the rules have always been the same for every client so it is unlikely she would have mentioned that the skincare is complimentary at every facial visit. I understand your frustrations to have dealt with other staff members but when we conversed I apologized to you for the mistake and offered to honor the deal as you had read it on the website. The skincare that you are eligible to receive costs $144 without sales tax. Your membership was $199- with that tier you received services costing $250-$500 at the flat rate of $199. Nevertheless we agreed to honor providing your facial services ($250) together with $144 worth of skincare at a cost of $199 to you. We tried to keep you as a client, accepted the error, and offered you everything as you had understood it. I wish we had the opportunity to continue our relationship. 

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23128315
  
  I am rejecting this response because:
  
  Hello, 
  
  I did not see where to respond when I went to the website. 
  
  While the situation is not resolved, I dont believe that it will be resolved. I think its clear that while they did finally acknowledge their wrong doing they dont find themselves liable. 
  
  We can go ahead and close this out. I appreciate you trying to mediate and bring this to some kind of resolution.  
  
  ****** *******