Complaints

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• Initial Complaint

  Date:03/13/2025

  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 January 31, 2025, I made a cash payment of $1,049 for laser hair removal services from NU-BODY Solutions. Unfortunately, I have not received any compensation from the company to date. My initial appointment was set for February 6, 2025, at 4 PM, but it was canceled the day prior due to a malfunction with the equipment. I was then rescheduled for February 13, 2025, at 3 PM. However, that appointment was also canceled because of another issue with the machine's hand piece. I was informed that someone would reach out to me once the new hand piece arrived to reschedule, but I did not receive any communication for several weeks. On March 3, 2025, I called for an update and learned that the hand piece had arrived and they were accepting clients again, so I rescheduled for March 13, 2025. On March 12, 2025, I received another cancellation call from the company due to ongoing problems with the hand piece. When I expressed my frustration to the staff, they showed little understanding of my situation. Balancing two jobs, I had to take time off for these appointments, only to have them repeatedly canceled. On March 13, 2025, I contacted NU-BODY Solutions to request a full refund since I had not received any services, and I felt a lack of support from the owner. I was informed of a "No refund policy" and offered only store credit, which I do not wish to accept. I am requesting a full refund of $1,049.

  

  Business Response

  Date: 03/19/2025

  Client called on March13.  I called her back at 5pm that day.  I explained our policy and reminded her at that time that she has signed a contract on January 31st.  We at that time had only 1 laser hair removal machine.  That handpiece would not calibrate the date of her first appointment.  WE had no choice but to cancel the appointment.  We, after that date decided to purchase a brand new laser.  However, we had to wait for the machine, wait a different day to receive the handpiece as they shipped out separately.  And, although we have been doing laser hair removal treatments for 6 years, we had to wait until we were certified and trained before we could do treatments.  Meanwhile, we did get the old laser handpiece fixed.  My assistant manger called her and left a message to reschedule.  Zwaye did call back a week later and said no one called to let her know we could schedule her.  So, I am assuming she did not receive the message.  I picked up the phone that day she did call, and told her she would be moved over to the newest laser as it is more comfortable and more effective instead of doing treatments on the older laser machine.  We did call when everything was set up.  The day before she was scheduled our brand NEW laser handpiece would not calibrate.  It was a fluke that that happened to her twice.  And all of our customers even though they were inconvenienced they were completely understanding and very excited about getting treatments on the new laser!  Zwaye however was not.  She threatened one of my employees with lawsuit actions and saying she would call ********* 2 etc.  Although ALL of this was out of our control, I tried to explain the NO refund policies and get her set up for an appointment.  The next morning, I spoke with my partners and we decided due the nature of the tone she set within our office that we would make an exception and issue a refund.  So, I called and told her on March 14, 2025, I would send over to accounting for them to issue a refund check.  Since it is Spring Break, I do not know exactly the date of the issue of the refund.  But it has already been taken care of.

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