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:12/01/2022

  Type:Service or Repair 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.

  On 11/3/22 I had appointment at 3 pm for laser service with Tina, the manager of the center. I was suppose to receive two 20 minute laser services(one session on the front and back of my body), and one 10 minute session on the vibration machine. I was also scheduled to get my weight checked and all the body measurements done. I signed up in September for 6 sessions(each session is about 50 minutes long). I was told that I would get weighed every session and my body measurements would be done several times. This did not happen. I was weighed on my first session and my measurements were done, but after that these were not done again. Every time I went in for my appointment, I would ask if my measurements could be done. I was told that the paper work to record my information was being updated and was not available. I was disappointment because I wanted to see if the services I paid for upfront was working. On 11/3 I received the first 20 minutes laser session but I did not get my second 20 minute laser session because I was rude to Tina. She left me waiting in the room and I went out to the next office where she was working and interrupted her so she was upset. She told me I was rude and she canceled my 20 minutes session. She told me she would speak with the owner of the business, and he would get back to me regarding refunding me some of the money I paid for. I realize I was rude and I feel badly, but I paid for services upfront, that I did not receive. I would like some money refunded. I called on 11/.9/22 to speak with the owner and he was not available. I spoke with Tina and she told me she would let him know that I called. A week later I emailed the center and I have not heard back.

  Business Response

  Date: 12/16/2022

  Hello *****,

  This email is in response to the BBB's letter, dated 12/1/22. I'm sending it this way in order to ensure the standard mail doesn't take too long.

  
  

  I spoke with ******* ******* a few minutes ago. I apologized for the situation that existed when she was last seen in the office. I let her know that the chronic short staffing we've experienced this year resulted in the situation she experienced. She apologized for her behavior on her last visit into our office. I offered to refund her $178 for her remaining, unused visit. She as happy with this offer. We exchanged Happy Holiday wishes and hung up. 

  
  

  I'm sending her that amount on check # ****. It is going into the mail today.

  
  

  Therefore, I believe this situation has been resolved. Would you be so kind as to email me back to acknowledge receipt of this email and resolution of this situation?

  
  

  Sincerely,

  
  

  Joseph M. R***** 
  

  
  

  Hourglass Laser Center

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

  
  

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

  Customer Answer

  Date: 01/05/2023

  BBB spoke with this consumer who indicated that the business had resolved the conplaint to their satisfaction.