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:10/19/2022

  Type:Customer Service 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 paid in full for a series of spa services (8) from this provider. On two occasions, I went in for my scheduled service only to find out there was nobody in the office. I even left them a note on the counter after the second time asking for a refund since this was the second time they no called, no showed on me. Please keep in mind these appointments were set up in the office BY THEIR OWNER. Each time there was an issue, she blamed the texting software. The whole environment was extremely unprofessional and very sketchy. I only received 2 treatments and paid for an entire set of 8. I would like a refund on the 6 treatments I never received. I can provide documentation of the schedule and the days they never showed up. I was offered to finish the treatments with them, but I do not care to waste my time driving there only to have them not show up. What a shady operation. How can you charge someone for a service and then not show up t0 complete it? Fair warning,NEVER pay this place in full. Pay as you go or don't go at all.

  Business Response

  Date: 10/31/2022

  
  Better
  Business Bureau,
  
  Please find complaint response
  and the dispute documentation enclosed with this email. ** ********** has
  disputed the charges to her credit card on 4 separate occasions: Bello Medical
  Spa has successfully defended our position on all 4 disputes. Each dispute that
  was made the money was withdrawn from our business account without warning causing
  significant repercussions for our business. The funding was redeposited at a
  later date but not without consequence.
  
  Bello Medical Spa has
  a "No Refund" Policy that is clearly displayed in our lobby as well
  as in the consents *** ********** signed on the date she purchased the package.
  This client purchased a Body Contouring Package. This client came to two appointments
  and received treatments on 6/21/2022 and 7/1/2022. She cancelled
  on 6/28/2022 because she got a sunburn on her buttocks while at
  the lake but did not give 24-hour notice. As a Courtesy we reschedule this
  for her without charge despite having a "No Show" policy. This
  client then arrived on July 5, 2022 and our staff were with another client. *** ********** had an appointment scheduled for July 6, 2022. This appointment was
  scheduled well in advance as she wanted to set up all her appointments for the
  packages on the first day of her original appointment. This appointment
  was never altered as you will find in the documentation.  On July 5th when
  the client arrived and we were not available and she left a handwritten
  note at our desk because it was unattended (we were with another client). *** **********  did NOT have an appointment
  scheduled on July 5,2022 and came on the wrong day. I attempted many times to
  contact her via phone calls and including through our Pt Now texting (our
  scheduling software). She never returned any of our calls or texts. The
  following day was her scheduled appointment and *** ********** did not show up.
  She did not call or text giving us notice. I again attempted to contact her. Bello’s
  computer system automatically sends 3 text alerts reminding clients of
  appointments. The client is capable of texting back using the texting. Those
  texts successfully went to *************. Another week passed and again she did
  not show up or call for her appointment. Again, she got multiple text
  reminders. On 7/12/2022 *** ********** responded to the text messages (using
  the same text thread she received the reminders and
  other communication on from our office) saying she wanted a refund because
  she did not see a difference with the limited treatments she received.  I replied
  to her but she never responded and then never called or would accept my calls.
  Multiple messages were sent. This client then sent threatening and
  rude emails to our website email. As a good faith gesture, I offered to
  convert her package into another service as well as restarting the package at
  no cost to her. Honestly, I tried multiple times to make her happy. She
  has since threatened to "call her lawyer and smear my company via the
  internet". I forwarded her a copy of her signed consents that clearly
  state our "No Refund" policy. I quit responding to the threatening
  emails and then I did not hear anything from her until one month later via the
  disputes. 
  
  In closing ************ clearly signed consents regarding the treatment and financial responsibility. She
  had ample opportunity to ask questions and was given a copy of everything she
  signed. She came to the first appointment that was a one-time treatment and
  proceeded to purchase the 8-treatment package. She was never obligated to
  purchase a full package as we were running a one-time trial offer. ************* had multiple opportunities to speak with us about her concerns about remainder
  of the treatments. The date *** ********** left the note she was never
  scheduled. She made all of her appointments on the first visit and received reminders
  that were clear and accurate with the dates and times of those appointments. Bello
  Medical Spa staff were available for all of the appointments that ** **********
  scheduled.  *** ********** received the
  text alerts for all of her appointments dates and times of her appointments
  because our texting system shows if they were successfully sent. She responded
  via the same text threads that only can be replied to from the original reminder
  texts which confirms she received the reminders. She chose to disregard the
  appointments and never called to state she was not coming to the appointments.
  We held every one of her appointments open and did not schedule other clients
  because we were under the impression she would come. We did not want to cancel
  any of her appointments in the event that she wanted to proceed with the
  services at some point if she realized that she arrived on the wrong date. I
  also offered multiple options to her out of good faith if it was a matter of
  her just not wanting the actual treatment she bought. Those included any
  service in our spa or a spa credit for her to choose when and how she if she
  wanted, which she rejected despite our no refund policy that she signed. 
  
  ** ********** has
  caused significant undue stress to myself and my new business. I am a new
  Medical Spa owner and have never had an unhappy client. I have been in
  healthcare for my entire career and I try to go above and beyond to make my
  patients and clients feel appreciated and that they receive a good care. *** ********** stated to me via phone calls that she intends to ruin my business by
  any means nessessary. It is hard to put emotions aside when another business
  owner (************* owns a bridal shoppe) makes it her mission to destroy
  everything I have worked hard to create. She has had multiple calls, reminders,
  texts, emails and she choose not to come to the appointments. She started the
  service and did not complete it and it was no fault of our business for her
  irresponsibility. 
  
  Thank you for your
  time in this matter.
  
  Sincerely, 
  
  ********* ********** *****
  
  

  Business Response

  Date: 11/03/2022

  Thank you for allowing me to respond. Please refer to my previous statement as well as documentation. I would like to add that the claims *** ********** stated regarding Bello Medical Spa's employee's "No Showing" her appointments are false. I am including a screen shots of Bello's Medical Spa's schedule in which you will find on every date that *** ********** was schedule to attend there was an employee that was available for her appointment as well as the other clients that were scheduled on each of the days *** ********** scheduled personally. I would like to bring your attention to the left upper area of the schedule in which you can see I have selected both appointments, canceled appointments and deleted appointments. Our system will not allow for anyone to cancel or delete an appointment completely and that even in the event this is done by selecting those options will show all appointments to the schedule. Those canceled and deleted are the appointments that are displayed with an "X". As you will find none of *** ************ appointments were ever altered or deleted at any time.  

  As for the complainant, *** ************ claim that our business is unprofessional by having her incorrect name I am not nor have myself or Bello Medical Spa's staff been notified that *** ********** has an alternative name. Please find attachments that show tha* *** ********** provided Bello Medical Spa regarding her Patient Medical History Form as well as all of her consents and correspondence (including her hand written note) that are completed and personally signed **** **** ***********. I ask you to draw your attention to the bottom of the Patient Medical History form that clearly states with her signature "I affirm the above information is accurate to the best of my knowledge and authorize the clinic staff to perform requested services. Clinic staff are not responsible for any errors that may occur as a result of any omission or incorrect information on this form". I would also like to mention that *** ************ implications that Bello Medical Spa is unprofessional due to us using her personally provided and signed name is derogatory and unnecessary.  Clearly she has used *** ********** multiple times both at Bello Medical Spa, her consents, her signature on her own credit card transaction as well as filing this complaint with the BBB. 

  *** ********** has continued to harass,  slander and dispute Bello Medical Spa on every platform she is capable of doing. This is not only time consuming but inappropriate. I urge the BBB to please consider this and the unprofessional manner in which Bello Medical Spa and myself have had to endure of ** ***********

   

  Customer Answer

  Date: 11/04/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  Please ask the business to show where the services were provided. Again, they simply did not show up for the appointments. The accusation that we have harassed, slandered or done anything negative on any platform is ridiculous. Please look at her Facebook and Google reviews as of today, November 4,2022 and see that we have never reviewed or mentioned her on any platform. It seems the only one here being slanderous is Bello Medspa. I have only tried to recoup the transactions legally through **** and ** **** for the funds since they never completed the sessions. And, I have reached out to the Better Business Bureau. Those are the only two times I’ve had contact after Bello decided to stop responding to the emails. At this time, and with this new information, I will probably be reaching out to our attorney regarding slander. And I will be happy to write reviews on those platforms they mentioned since that is what I was falsely accused of doing. I’m not sure why this has to be so hard, I just want the funds back for the work they didn’t complete. I don’t think that’s an unreasonable request.
  
  Sincerely,
  
  ****