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: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 inquired with the business about a cosmetic procedure on 12/18/2024. I then went to the consult appointment on 12/19/2024 on this date they told me about a payment plan i could use for the procedure and checked if i qualified for the payment plan and found out i did not. They then informed me that there was a second payment plan option and said they could check this second option to see if it was available for me/ if i qualified for this (Care credit). They asked for my information to see if i qualified, including my SSN and i provided the information. They NEVER informed me on this date that just by checking if i qualified they were opening up an account in my name for the $8,000 amount and essentially taking out a loan for the procedure, as this was simply a consult appointment. On 12/20/2024 i was informed that i QUALIFIED for the credit care program and booked an appointment with the medspa for the procedure, but was still not informed that a loan was taken out in my name already, as I had NOT received the treatment yet. On 1/13/2025 i contacted the medspa via text message using the phone number they had previously communicated with me on, via text message, and informed them i needed to cancel my appointment. They responded via text the following day, 1/14/2025 and said the manager would call me to discuss the process. She did not call me and ignored my follow *** until 1/22/2025 she emailed me and said I was not eligible for a refund and I could receive a credit to the business for the $8,000. I went back and forth with her numerous times, asking for clarification how I owed this money if i did not receive any treatment and she refused to refund me. I then was forced the open a dispute with credit care and they informed me that could just close the account, because i NEVER received any treatment, with the businesses consent. The ****** owner ******** refused to do this. She finally approved it for 1/2 ($4000) and now is refusing to answer me.

  

  Business Response

  Date: 04/30/2025

  At ChicMed Laser & Esthetic Center, we are extremely clear with our communication with our clients and potential clients.  Prior to any consultation, we provide a refund policy with all intake forms where the client is required to read & sign prior to meeting with us. The refund policy was signed in this case.  You were consulted on a procedure that you were interested in proceeding with.  We did discuss payment program options with you based on your interest in moving forward. Although you weren't approved for the 1st option, you then inquired about the 2nd program we offer.  We are unable to get qualification without a clients personal information, which was provided by you.  Once an approval is made, there are no transactions made without clients confirmation that they are ready to purchase.  You reached out to us the following day confirming you wanted to proceed. it was made clear to you that payment or a deposit needs to be made in order to schedule the procedure. It was also reviewed with you the total cost and monthly payment amounts.  At the time of your scheduled appointment, you did send a text to cancel the appointment.  This is not clear communication that you have change your mind about doing the procedure completely.  In an appointment based industry, many people contact us to cancel or reschedule their appointments on a daily basis. This does not indicate they are requesting to refund their purchase.  Our office did try reaching out to you by phone multiple times as well as text without success. Please be advised that all forms of communication is noted in your chart. In our refund policy that was signed by you, it is stated that all refund requests need to be emailed to owners clearly requesting a refund within 30 days.  We received your email past the 30 days of purchase.  At that time, I explained that unfortunately you were not eligible for a refund but presented multiple alternative options.  You had the option of disputing the charge with payment program company, in which was resolved in our favor based on our policies.  If there was any indication that the purchase was not approved by you, you would've won the dispute.  Based on the final decision made by the bank, we actually OFFERED to make an exception to our policy in lieu of customer service, offering half of your purchase to be returned to you while still having the balance remain in your chart as a service credit. We understand the frustrations you may have experienced.  While our standard policy doesn't typically allow for refunds in this case, we made a one-time exception as a gesture of good will.

  Customer Answer

  Date: 04/30/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Good morning,

  Thank you for your prompt response. However, I have attached my text communication with your business from January 2025 that shows your recount is inaccurate as I was the first to reach out every time, and I made it extremely clear I needed to cancel ALL TOGETHER. I can only assume you intentionally waited until after the ************************************ via phone to reiterate your refund policy, as i clearly reached out MULTIPLE times within the 30 day window asking to speak to you. Additionally, your business intentionally avoided a simple courtesy of mentioning the need to cancel via email when they were well aware I wanted to cancel and instead said you will contact me about the process and let MULTIPLE DAYS go by without you contacting me within the 30 day window until it expired despite my follow up. My request to cancel was made well within the 30 days. I also did provide my SSN and information to your business with the understanding it was being used to CHECK IF I QUALIFIED for the credit care program and the payments would begin once i started RECEIVING THE TREATMENT. The deposit to schedule the appointment surely was not explained to me as the full amount, which is what the account was opened for BEFORE I RECEIVED ANY TREATMENT. Finally, the credit care company has informed me multiple times the account can be cancelled with the businesses approval because I DID NOT RECEIVE ANY TREATMENT FROM YOUR BUSINESS but you continue to deny it. 

  Regards,

  Zoe

   

   

  

  Business Response

  Date: 05/01/2025

  We have engaged in extensive and repetitive correspondence over the past 4 months. Our company's position has remained consistent throughout, with supporting documents. Despite this, you have continued to dispute the matter with information irrelevant to the main facts. Again, we have worked with you by making an exception to the policy and refunding you half of your payment. At this point, we have decided to cease further communication as it seems to be unproductive. If you wish to pursue this matter further, you are, of course, entitled to do so through the appropriate legal channels.

• Initial Complaint

  Date:04/11/2024

  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 Had 3 sessions of CoolSculpting on 3 different areas of my body. On March 1, 2024 I went in for a consultation ONLY FOR MY BACK. They had me sign an iPad agreeing to the treatments for my back. (Nothing about a cancellation fee or no refunds etc..) They made me an appt on March 12th and said I was a good candidate. The first day I went in, March 12th at 12:00 PM, was only for my back (******* total). On that day they had to stop the machine because the machine warned them my body was heating up too quickly instead of cooling. I was actually having a reaction. They could not explain to me why this happens and told me to come back again, and it would be fine. I asked several times because I was nervous something would happen to me lying there on the table and they said no its fine..it happens not to everybody, but we've seen it happen before. That is all the explanation I received. I went back March 12th to try again and they said I was fine. After the first treatment while I was doing the actual CoolSculpting I added in two other areas: abdomen for $2600.00 and thighs for $1850.00. They came in and took my credit card, but I did not sign anything. After my back was done, I had pain, but it was tolerable. I was supposed to have two sessions on my back I had only one since you have to wait 6-8 weeks in between. I went back the week after, March 20th and had the other two areas done. After that I went home, and it has been 3 weeks I have yet to recover. The pain, swelling, bloating, muscle spasms are intolerable. I went to see a lymphatic therapist and she evaluated me and said I had scar tissue and lumps on my abdomen. I look disfigured. There is a lump on my right side which has yet to go away. The therapist wrote a letter for me which I have included. She also said she will write a more formal letter if needed. She also took pictures. She said I was not a candidate for coolsculpting at all, on any part of my body, and the people at ******** should have evaluated me before attaching me to the suction machines and cold. I have been on pain meds and I am going for weekly treatments to try to break up the lump on my right side. I have spent over ******* in treatments, and I am not done with the therapy. I hope the lump goes away and the swelling goes down. Please read the therapist's letter. After I wrote a review on Yelp, ********, the owner reached out and would give me half of the refund for unused treatments as long as I signed a document and took down my review. She wanted to charge me a 10% cancellation fee. I said no that is not right. I did not sign anything for my abdomen or thighs and after all I went through physically and emotionally which she knows how could you charge me a cancellation fee? We went back and forth and she lied on her answer to my yelp review which made me more emotionally upset. I wrote to her and told her to stop lying on my reviews because she was acting as if everything that happened to me was normal and no way is this normal. She is trying to find every avenue not to give me a refund. I was willing to take half. She did give me a ******* refund for half of the abdomen, but I should not have to pay for the other unused areas that will not be treated. She knows she is wrong and that I am not a good candidate for coolsculpting. They did not evaluate me. That is why she refunded the ******* but would only refund the other areas if I signed a declaration freeing them from any responsibility and only if I took down my review. I have attached the emails. I also have a copy of the declaration I can send. At first they did not amend the name on the declaration, and it was some prior client that was also unhappy with her treatments I am assuming. After she sent the correct agreement/declaration in my name. When we did not agree on the 10% cancellation policy she took back all the refund offers. Thank you for your time in ******* this. Sincerely, ********************************************* Any other documentation you need please let me know.

  

  Business Response

  Date: 04/12/2024

  The CoolSculpting procedure is a 2 part process that does include some down time and temporary side effects immediately after the treatment leading up to 2 weeks on average.  These temporary side effects such as discomfort, swelling, hardening of the area, soreness & bruising are listed in our informed consent form as well as the pre & post instructions.  These forms were fully reviewed with the client prior to her 1st treatment session and signed by her.  In addition to these forms, we have all clients review and sign our billing and refund policy which states that if no treatments are performed, a refund would be given minus a 10% cancellation fee.  Refunds are not eligible once treatments have begun.  This is a standard policy in all medical spa and plastic surgeon practices.

  This client did initiate wanting to add other areas, in which we obliged.  Her initial purchase was made using a payment program which does require a signature (which we obtained).  The additional purchase was placed on clients personal credit card that was tapped onto our terminal.  The terminal will not require a signature based on the type of card that is being used, which is based on the client's issuing bank.

  In regards to the treatment itself, the client did contact us about a concern on her abdomen area after the treatment.  We addressed this immediately to evaluate if she was experiencing a true adverse event or if it was part of the standard downtime.  After understanding the side effects and confirming with the Medical Team at the ********************** we determined that although very uncomfortable, what the client was experiencing was in fact a very common part of the down time.  We reassured the client that the skin and discomfort will subside within a certain time period and that will keep in contact daily to keep track of this.  The client expressed not wanting to proceed with the 2nd portion of the procedure on her Abdomen only. She initially said she would continue the other areas.  Therefore, the next time we spoke, I offered the refund for the unused treatment on that specific area.  Since the skins' response was normal, she normally would not be eligible for a refund based on our policy.  However, we offered to make an exception on a customer service level as we understood not wanting to continue for the abdomen specifically.  The client then proceeded to get upset that offer was not enough and now she wants a refund on all areas.  I explained that she wouldn't be eligible for the other areas based on our policy plus she didn't experience any discomfort on those areas.  I reminded her that the refund we were offering was an exception because we wanted to keep her happy. The client became more and more angry and began harassing the business and threatening with negative reviews across all platforms.  At this point we decided that it would be better to take the loss and refund the 2nd portion of the treatment and just be done with the harassment so both parties can just move on.  We emailed to inform client of this and yet she is still not satisfied with the resolution. At this point, we have gone over and beyond to accommodate this client.

  Customer Answer

  Date: 04/12/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. In response, I never harassed anyone. They refused my refund, and I was being "nice" to them and not insisting on a full refund. As you can see by the attached letter, I should never have had CoolSculpting on any part of my body. I am not a candidate for it and they did not evaluate me for this. Please have them refund my money. They say they will, but they cannot be believed or trusted. I would like to make sure my credit cards are refunded before the case is closed. I submitted a review on Yelp, and they did everything they could to get me to delete my review. Even calling Yelp every single day to complain. I have a right to post my story to all places and make the public aware. I am waiting for ****** credit on account ending in 5574/ ******* on account ending in 9114 (Care Credit which they had me open), and ******* on account ending in 9498. (They refunded ******* however the total was ********) Since I had damage to my muscles, skin and scar tissue developed, the entire ******* should be refunded. Please let me know. Thank You for your assistance. 

  Sincerely,

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

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  **********

   

   

• Initial Complaint

  Date:05/15/2023

  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.

  I signed up for a monthly membership to this spa. The fee was $75/month. On 2/22/23, I had a lash lift scheduled with ***************************** as part of my membership benefit. I specifically scheduled with ******* as other estheticians in the past at Chicmed were not able to produce a satisfactory result. When I arrived, instead a completely different person called me back ********* I was not notified ahead of time. ****** told me she only had minimal experience with lash lifts. I asked her specifically to use the same type of shield that ******* had used in the past. She confirmed that she was going to use the same product and instruments. Unfortunately it did not yield a sufficient result. Still, I paid and gave ****** a tip. I was upset that I was not notified ahead of time that my appointment had been changed to a different person.I scheduled a second lash lift for 4/26 with *******. ******* had confirmed that despite ****** telling me she used the proper shield, she in fact did NOT. ******* offered this as a free make-up session due to a bad experience last time. On 4/26 an hour prior to my appointment, ******* called me to let me know that they did not have the proper instruments for my appointment. While I appreciated this heads up, it was very short notice. As a result, I was unable to use my April benefit (Despite paying $75 for this). I promptly canceled my membership.I reached out to ********* the owner. She agreed to cancel my membership. When I asked for a refund for $75, she said she wanted to talk on the phone first. ********* said she would call me both on 5/4/23 and again on 5/15/23. She did not call me either of those times. I emailed her numerous times inquiring why she did not call and still have not had a satisfactory response.They owe me $75 for my unused benefit. I would like that money returned to me.

  

  Business Response

  Date: 05/20/2023

  Made several attempts to contact this client via phone after hearing of her complaint. She was not reachable during regular business hours and her mailbox was full each time we called her.  We weren't able to speak with her until the evening of 5/16 (emailed to arrange a specific time to talk) at which time, we refunded her purchase as requested. This complaint should be removed as we made multiple attempts to contact this client and resolved the complaint as soon as we were able to reach her directly. If additional documentation of the refund is needed, we can send that but the customer will also verify that this complaint has been resolved and is no longer valid.