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:04/28/2025

  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 didn’t receive any treatment or services from the company. They insisted for me to sign the document to begin the services. After signing the document, the customer service agent handed me a cream and said oh it’s free you could have it after canceling that with them on the phone. She said I owe money for the free cream and that the 24 hour period for a refund isn’t possible. ****** opened an account on affirm after I left. She didn’t say what company she was going to use.

  Business Response

  Date: 05/28/2025

  Dear *** ******

  I hope this message finds you well.

  I’m reaching out regarding the dispute filed by Ms. ****** Please note that the customer has already been refunded, and she signed a formal agreement with us confirming the resolution. For your reference, we’ve attached a copy of the signed agreement to this email.

  We kindly ask for your assistance in helping us resolve this dispute, as we’ve done our best to accommodate *** ***** and meet her halfway.

  Please let us know if any further documentation is needed from our end. We appreciate your support in closing this matter.

  Best regards,
  *****
  Refund Department

• Initial Complaint

  Date:11/07/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Timeless spa was promoting a facial in April/May 2024. I scheduled appointment went in service I paid for was completed. Brandi (I think that was her name) asked if I would
  Be interested in **** ****** so I could
  Afford one of the packages that was offered. I told her I didn't know if I would qualify or not she said let's give it a try and there is no obligations. I signed for her to apply for the care credit, I was approved for one thousand dollars. I told her I would think about it and let her know. In June 2024 I received a bill from
  **** ****** for services. I only had the one service that I paid for that day. When I called about the bill she told me I was in a binding contract, which again I was not aware of. I asked to speak to manager and the supervisor over the spa. I was told that it would be taken care of that since I haven't had any services that I didn't not own anything. I have disputed the charges with care credit, which hasn't been resolved as of now. I have tried multiple times to reach Timeless Spa and the number called willl state "number called is not accepting calls"?
  My complaint is I have not receive services and I can not reach anyone to speak with to even set up appointment. The staff are very misleading with their customers. Is the business closed, what actions do I need to take and how?

• Initial Complaint

  Date:10/02/2024

  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.

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

  The whole message from the company is a lie
  
  
  
  Sincerely,
  
  
  
  ******* *****

  payment. I am on a fixed income. I will not be using their services so I need released from the loan. They are not at the nicholasville road building anymore. Here's the new address with their phone number.
  Timeless spa center
  *** ****** *** ****** *** ********** ** ***** ************ ** ************ I have talked to a gentleman on 10/2/24 several times and so did my husband. Please get back to me on this matter. Thank you

  Business Response

  Date: 10/06/2024

  *** ******* ***** initially visited our office to inquire about our Double Chin treatment. During her consultation, she engaged in a detailed discussion regarding the various treatment options available, asking multiple questions upgrading to receive the facial as well. After reviewing the available options after treatment, *** ***** chose to proceed with a customized treatment plan, which includes 10 Cryo Double Lift sessions. As part of her plan, her first treatment was offered to her at no charge.
  Additionally, *** ***** received over $1,200 worth of at-home products designed to complement her in-office treatments. It is important to note that *** ***** has been actively using these products, which were provided to target her specific concerns.
  *** ***** opted to set up payment for her treatment plan through ******, managing the entire process directly from her phone. For privacy and security reasons, we are unable to access confidential information, such as phone numbers or social security details, as the transaction was completed entirely through her personal device. *** ***** selected her preferred number of payments and confirmed the details of the transaction during the process, which was fully explained to her at the time of signing. And we do have the documentation that customer copies were provided as well. 
  Attached to this message are the following documents for your reference:
  A copy of *** *****’s ID
  Her signed Client Agreement
  The signed invoice, which shows ****** as the chosen payment method
  Despite our repeated attempts to discuss this matter with *** *****, she has consistently blocked communication and disrupted customer service efforts to find a resolution. We have made every effort to assist her in understanding the details of her customized treatment plan and the verification process, all of which she signed off on for security purposes.
  Please let us know if you require any further information or assistance.
  
  

• Initial Complaint

  Date:06/27/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  
  
  
  From the response that was given by Timeless Facial Spa, I was saddened to read their statement.  
  
  To clarify, I stand by my original remarks.  From the first appointment, they were told that I was having a sensitivity issue from their treatment, but they never explained I needed to put anything in writing.
  
  I was hoping that their service would be exceptional….but it wasn’t.
  
  I am truly disappointed that they would accuse me of name calling.  That never happened, and never will.  That is just not in my character.  
  
  As for receiving a refund, it is not worth the effort.  I tried, my husband tried, and they simply would not discuss it with either of us.  When we were finally able to reach them they insisted that it was out of their hands, and was now ******’s problem (the financial end of this transaction).
  
  
  That being said, I can only say that I would not recommend Timeless Facial Spa to anyone.From the response that was given by Timeless Facial Spa, I was saddened to read their statement.  
  

  Business Response

  Date: 07/10/2024

   To Whom It May Concern,
  ******* ***** came to us on November 23,2023 and was pleased with her results and asked questions about how to continue treatment so she got a customized program at a very discounted rate. She received the best care at every appointment that she had with us. As she stated, her personal sensitivities are what prevents her from future treatment.  She did inform the esthetician of the reaction but never sent documentation of the reaction then would continuously use our services for the next 3 months.  We always use the best equipment on anyone in our care. ******* ***** came to 6 appointments with us, we gave her detailed aftercare at every session. She even took the time to book out 3 months worth of appointments to continue to receive services. She received over $2,600 worth of services from us. She was purposely calling us at hours outside of open, such as multiple missed calls at 6 am then would ignore our calls during the day. Her Husband did contact us as he is not the client, we have to speak with her directly, multiple times that we have spoken with her, she belittled our front desk and management to the point of calling them bad names. As she received the treatments for over 3 months, she treated us as an option to take all she can then also want to receive a refund as well. Her payments were decided by her with ****** as we have no control over extra charges from non-payment. **** ***** has no right to refund as the client agreement she signed states no refunds, we grant exchanges within 14 days, we even granted her more than an exception on the services we exchanged.
  
  

  Business Response

  Date: 07/17/2024

  This case has been closed. Thank you for your time. 

  Customer Answer

  Date: 07/17/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *****
  

  
  

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• Initial Complaint

  Date:03/07/2024

  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 visited Timeless Spa in December 2023 for a cool sculpt trial for $89, they took $636. I tried contacting the business for over one month via email and phone. No response from emails and their phone was disconnected. I filed a dispute with my bank and was credited the full amount. Today I see that this charge was reversed. Several others have given 1-Star reviews on Google that these people will take your money without rendering any services and that they are absolute and complete fraud, yet nothing has been done and they continue to scam people.

  Business Response

  Date: 03/11/2024

  *** ********* came to our establishment on November 2, 2023 and purchased one of our deeply discounted custom packages for 20 treatments plus a nutrition consultation. She signed a client agreement with us that stated exactly what she was receiving, the cost, and our no refund- exchange only policy for those packages. That day she paid a $600 deposit toward her program, and the remaining $3790 was supposed to be paid on or before December 5, 2023. Her next appointment was scheduled for November 16, 2023, and that day we received an e-mail from her (the only e-mail we have received) stating that she had been unable to reach us and that she would like to make some changes to her plan. When she did not show for her appointment that day, we reached out to her in an attempt to reschedule. I personally spoke with the client, who told me that she was upset because she hadn't been able to contact us, and that she thought that was all she needed to say; then she hung up the call. I immediately called back to try and reconcile the situation and left a voicemail when she didn't answer, apologizing and making sure that she had our correct phone number so she could contact us. I did not ever hear back from the client. Technically her package balance that was due on December 5, 2023 was never paid. However, we did not pursue the funds since we have been unable to reschedule her. I have attached a copy of her client agreement and would be happy to provide whatever else you may need. Thank you.

• Initial Complaint

  Date:12/26/2023

  Type:Sales and Advertising 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.

  
  
  Complaint: *******

   

  I reject this response.   I did fax the paper with my signature last night because I was told by this business last month that I could not get out of the supposed agreement I signed.   I was offered a $1000 refund so I figured if I can’t get out of paying 6300 I supposedly agreed to pay for future services than it is to my advantage to pay less for this service that I did not want to go in to debt for.   

   

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

  Business Response

  Date: 01/17/2024

  Good morning ******
  
  
  

    Yesterday, I received in our mail box another complaint: ID ******** from a *** ****** *****; The letter says that we have 7 days from the date it was written to respond, but that date has already passed. I am hoping that since this is the first I have heard of this complaint and I have just received it, you will be able to make an exception for me. We would like to dispute this complaint because the client was made an offer to reduce her payment amount and still receive the same treatment plan for which she originally signed up, and she accepted those terms. She actually sent me her signed copy of the agreement yesterday. I am attaching the original document as well as the signature page to this email. If there is anything else that you need from me, please let me know. 

   

  Thank you,

   

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

  Timeless Spa Center

  Business Response

  Date: 01/22/2024

  The contract is not "supposed" but is legitimate and was signed on November 15, 2023. It states that the client signed up for a customized program, which is detailed on the second of the uploaded documents and includes 36 treatments for 5 specific areas. The company policy is clearly stated on the agreement and is as well posted in the store. For all customized packages, there is a no refund policy because of the extreme discount received by the client, and exchanges may be made within the first two weeks. *** ***** not only received over a 60% discount on her treatment package, but when she came in looking to make changes to her package, we offered her to keep the exact same treatment plan and still receive $1000 back. She also was sent home with a treatment device that has a value of $7900- which is more than the cost of her entire package. The signed agreement that was previously uploaded is the offer that was made to the client.

  Customer Answer

  Date: 01/27/2024

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

• Initial Complaint

  Date:12/04/2023

  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.

  On 10/13 I spent $2120 for future services to be performed in the Lexington location. On 10/20 I had my first and only treatment and paid the remaining for all treatments of $2120 - total of $4240 spent.
  
  I reached out to the company asking for a refund for unused services or if they had a location closer to my home due to some personal issues and I would no longer be able to drive to Lexington from Bowling Green. They told me no - all they could offer would be a $500 skin product. I then explained my what was going on. I was in the hospital for suicidal ideations and would no longer be able to drive to Lexington - I am now unemployed and ******** and begged for them to refund my money. I have sent my medical records and also emails to my attorney explaining my hospital stays. This is not anything that I want to share but when I am begging, You would think one would help. I have all medical records, calls and emails made to this facility. I have also been in contact with *** ******* **** ******, whom started up this facility and sold to me, I have in text that he is very upset over this and is sending me the current Dr. contact information. I also have all of the records where I have attempted to get in touch with and left messages with no reply. I cannot drive to Lexington myself but have even left messages that I will have my daughter drive me. They are monsters. I have left two negative reviews stating they don't return communications and those have since been deleted as well.

  Business Response

  Date: 01/10/2024

  Good morning ******

   

   We will be disputing the attached complaint because the issue has been previously resolved. On 12/14/2023, **** and I both signed a resolution agreement, and she was issued a refund for the services she had not yet received for a total of $3000. We have been in contact with **** numerous times and have record of such. The former client posted many duplicate reviews to defame our business and enlisted friends (who had never been to our facility) to do the same, claiming we were not in contact, all the while texting and e-mailing with our team. *** ********* apologized to me personally for her behavior and assured us that she would be removing all false claims. I will be sending over a copy of the document and signed refund receipt for your review. 

   

  Thank you,

   

   ****** *********** Director

  Timeless Spa Center