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:10/04/2024

  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.

  Hello, I haven’t heard from Maura M****** who injected radiesse into my face or her boss, Jen from Chapter Aesthetic who did Radiesse injections in my skin cancer scar on my face where had radiation. She said she was skilled in this. I have a bump on my scar where she injected. She has my before and after pictures and was able to see the difference. She tried to do something in office to it when there but said she didn’t do it or that radiesse wouldn’t do that. . I went to my dermatologist as suggested by us both. They said their First suggestion was to use Hyaluronidase to try to dissolve the radiesse.Maura tried to do something similar in the office with a needle when I was there last and it didn’t work... I went to my dermatologist as said and they said in letter that it was filler-radiesse in my face to cause this bump . At this point, due to lack of response and failure to recognize the fact she had done this to my face without wanting to help fix this, and this poor customer service so , I would prefer to have all my money in my account credited to me as you stated to my credit card on file and at this point I would not want any of their providers to put anything into my face again.. This includes fee paid for month, Botox, and the filler. Now I do have a dermatologist who does find this.. For this to be done on a skin cancer and radiation incision that she said had experience with doing and made no attempt after my office visit to help fix this. If this isn’t resolved, I can seek counsel.

  Business Response

  Date: 10/30/2024

  To Whom it May Concern,   Our Vice President of Clinical Affairs, Jennifer B******, has been in constant contact with our guest ***** ********. She has provider clinical support and advisement and we have also issued Ms. ******** a refund of the remaining amounts in her guest profile as shown in the attachments included. Conflicting with Ms. ********'s comments in her complaint we have provided an extensive level of clinical care from our VP of Clinical Affairs. Jennifer B****** has provided her with her personal contact number and been in constant correspondence with Ms. ******** and her dermatologists office. They have come up with a treatment plan and Ms. ******** is returning to the office in November to be seen in person by Jennifer to ensure the issue has resolved. As of today 10/30 Jennifer remains in close communication with the guest and continues to resolve any additional questions that come up.   Thank you,  Katie B****, Regional Business Manager 

• Initial Complaint

  Date:05/16/2023

  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.

  Last year I signed up for 2 services. Hormone replacement and laser hair removal. They took out two sums every month. $375 for hormone replacement and $39 for hair removal . Six months in they told me that I was supposed to shave my upper lip before the treatment. They would charge me an additional $25 for them to shave me. I explained I was never told. I felt that the treatnents I already received were not equal. Sometimes they didnt cover the same areas. I spoke with Jennifer theNP about both services in November. She stated she would cancel them. I realized this month as I checked my credit card that they have been taking out $39 since last November. I called and they said yes they had. I asked why? They said the NP never told them. Also I never came in the sign paperwork to stop treatments. Again I was never told that I had to. They seem to skip important directions that cost money for services not rendered. I tried to reach them for 6 days. Unable as their phone service was out. Yesterday when I asked for a refund, they said it could take 90 days. I said why? She told me the financial department has to approve it and it could take that long. I am a 75 yr old women and they might have thought they could scam me. But I am a RN still working and very much in control of my senses! Thank you for any attention you could give to my issue. **** *** 

  Business Response

  Date: 06/09/2023

  Hi Kevin, 

  
  

  Please see below and let me know if there are any questions. Thank you for your time!

  
  

  -**** *** signed up for and signed membership contract agreements for two of our membership programs in June 2022. Both of those agreements included a 12-month commitment- to which she expressed understanding and signed off on. 

  -The Circle membership and Laser Hair Removal membership contracts are attached for your viewing. We did not take $375/month it was $89/month for the Circle membership. 

  -Our RN expressed to **** *** after multiple appointments of coming unshaved that our policy does state there would be $25 shave fee as we cannot clinically provide treatment unless done. That was a verbal request that she come next visit shaved and **** *** was never charged the fee, it was a curtesy warning of the policy that we have in place. 

  -**** *** never expressed to the staff that she felt her laser treatments were inconsistent. 

  -After one treatment of the other service that she signed up for the Circle Membership for **** *** expressed to the owner and NP of our studio that she did not see a difference and wanted to cancel her Circle Membership ONLY and as a curtesy we did that prior to her 12-month commitment being fulfilled. We also went outside of our policy clearly stated in the contract and refunded the 3 months of her $89 payments that she did not want to use on retreatment. 

  -She states that she requested cancellation of both memberships in November- but was then treated and used her LHR membership in both November and December. She never requested cancellation of the LHR membership to any of our staff members.

  -The $39/month that is collected is not for services rendered, it is a credit for a service which is why it continued to come out, the service credits were building in her account to use at a future date. 

  -I spoke to **** *** when she called regarding her laser membership and she requested a refund. I explained to her our policies and told her I would do what I could, but it would need to be escalated to our finance department for permissions as I do not have the access to do so from the studio. 

  -I told her that we have a financial lock on our system that I can only initiate refunds 60 days prior (not 90, not sure where she got that number) and that anything further  than that finance would need to initiate and that I will put in a request but it could take anywhere from 5-7 days to hear back. It was never stated that the refund would take  90 days.

  -There seems to have been some clear misunderstandings of the contract she was signing up for and then non-compliance of those contracts by the customer.

  -I initiated the $39 membership refunds 5/15/23 and the refund was processed, and check issued by mail 5/17/23. 

  -**** *** has now been refunded for all membership credits that she did not use, and all memberships have been terminated. 

  
  

  Thank you, 

  Katie

  Business Response

  Date: 06/09/2023

  Hi Kevin, 

  
  

  Please see below and let me know if there are any questions. Thank you for your time!

  
  

  -**** *** signed up for and signed membership contract agreements for two of our membership programs in June 2022. Both of those agreements included a 12-month commitment- to which she expressed understanding and signed off on. 

  -The Circle membership and Laser Hair Removal membership contracts are attached for your viewing. We did not take $375/month it was $89/month for the Circle membership. 

  -Our RN expressed to **** *** after multiple appointments of coming unshaved that our policy does state there would be $25 shave fee as we cannot clinically provide treatment unless done. That was a verbal request that she come next visit shaved and **** *** was never charged the fee, it was a curtesy warning of the policy that we have in place. 

  -**** *** never expressed to the staff that she felt her laser treatments were inconsistent. 

  -After one treatment of the other service that she signed up for the Circle Membership for **** *** expressed to the owner and NP of our studio that she did not see a difference and wanted to cancel her Circle Membership ONLY and as a curtesy we did that prior to her 12-month commitment being fulfilled. We also went outside of our policy clearly stated in the contract and refunded the 3 months of her $89 payments that she did not want to use on retreatment. 

  -She states that she requested cancellation of both memberships in November- but was then treated and used her LHR membership in both November and December. She never requested cancellation of the LHR membership to any of our staff members.

  -The $39/month that is collected is not for services rendered, it is a credit for a service which is why it continued to come out, the service credits were building in her account to use at a future date. 

  -I spoke to **** *** when she called regarding her laser membership and she requested a refund. I explained to her our policies and told her I would do what I could, but it would need to be escalated to our finance department for permissions as I do not have the access to do so from the studio. 

  -I told her that we have a financial lock on our system that I can only initiate refunds 60 days prior (not 90, not sure where she got that number) and that anything further  than that finance would need to initiate and that I will put in a request but it could take anywhere from 5-7 days to hear back. It was never stated that the refund would take  90 days.

  -There seems to have been some clear misunderstandings of the contract she was signing up for and then non-compliance of those contracts by the customer.

  -I initiated the $39 membership refunds 5/15/23 and the refund was processed, and check issued by mail 5/17/23. 

  -**** *** has now been refunded for all membership credits that she did not use, and all memberships have been terminated. 

  
  

  Thank you, 

  Katie

  Business Response

  Date: 06/09/2023

  Hi *****, 

  
  

  Please see below and let me know if there are any questions. Thank you for your time!

  
  

  -**** *** signed up for and signed membership contract agreements for two of our membership programs in June 2022. Both of those agreements included a 12-month commitment- to which she expressed understanding and signed off on. 

  -The Circle membership and Laser Hair Removal membership contracts are attached for your viewing. We did not take $375/month it was $89/month for the Circle membership. 

  -Our RN expressed to **** *** after multiple appointments of coming unshaved that our policy does state there would be $25 shave fee as we cannot clinically provide treatment unless done. That was a verbal request that she come next visit shaved and **** *** was never charged the fee, it was a curtesy warning of the policy that we have in place. 

  -**** *** never expressed to the staff that she felt her laser treatments were inconsistent. 

  -After one treatment of the other service that she signed up for the Circle Membership for **** *** expressed to the owner and NP of our studio that she did not see a difference and wanted to cancel her Circle Membership ONLY and as a curtesy we did that prior to her 12-month commitment being fulfilled. We also went outside of our policy clearly stated in the contract and refunded the 3 months of her $89 payments that she did not want to use on retreatment. 

  -She states that she requested cancellation of both memberships in November- but was then treated and used her LHR membership in both November and December. She never requested cancellation of the LHR membership to any of our staff members.

  -The $39/month that is collected is not for services rendered, it is a credit for a service which is why it continued to come out, the service credits were building in her account to use at a future date. 

  -I spoke to **** *** when she called regarding her laser membership and she requested a refund. I explained to her our policies and told her I would do what I could, but it would need to be escalated to our finance department for permissions as I do not have the access to do so from the studio. 

  -I told her that we have a financial lock on our system that I can only initiate refunds 60 days prior (not 90, not sure where she got that number) and that anything further  than that finance would need to initiate and that I will put in a request but it could take anywhere from 5-7 days to hear back. It was never stated that the refund would take  90 days.

  -There seems to have been some clear misunderstandings of the contract she was signing up for and then non-compliance of those contracts by the customer.

  -I initiated the $39 membership refunds 5/15/23 and the refund was processed, and check issued by mail 5/17/23. 

  -**** *** has now been refunded for all membership credits that she did not use, and all memberships have been terminated. 

  
  

  Thank you, 

  Katie

  Business Response

  Date: 06/09/2023

  Hi *****, 

  
  

  Please see below and let me know if there are any questions. Thank you for your time!

  
  

  -**** *** signed up for and signed membership contract agreements for two of our membership programs in June 2022. Both of those agreements included a 12-month commitment- to which she expressed understanding and signed off on. 

  -The Circle membership and Laser Hair Removal membership contracts are attached for your viewing. We did not take $375/month it was $89/month for the Circle membership. 

  -Our RN expressed to **** *** after multiple appointments of coming unshaved that our policy does state there would be $25 shave fee as we cannot clinically provide treatment unless done. That was a verbal request that she come next visit shaved and **** *** was never charged the fee, it was a curtesy warning of the policy that we have in place. 

  -**** *** never expressed to the staff that she felt her laser treatments were inconsistent. 

  -After one treatment of the other service that she signed up for the Circle Membership for **** *** expressed to the owner and NP of our studio that she did not see a difference and wanted to cancel her Circle Membership ONLY and as a curtesy we did that prior to her 12-month commitment being fulfilled. We also went outside of our policy clearly stated in the contract and refunded the 3 months of her $89 payments that she did not want to use on retreatment. 

  -She states that she requested cancellation of both memberships in November- but was then treated and used her LHR membership in both November and December. She never requested cancellation of the LHR membership to any of our staff members.

  -The $39/month that is collected is not for services rendered, it is a credit for a service which is why it continued to come out, the service credits were building in her account to use at a future date. 

  -I spoke to **** *** when she called regarding her laser membership and she requested a refund. I explained to her our policies and told her I would do what I could, but it would need to be escalated to our finance department for permissions as I do not have the access to do so from the studio. 

  -I told her that we have a financial lock on our system that I can only initiate refunds 60 days prior (not 90, not sure where she got that number) and that anything further  than that finance would need to initiate and that I will put in a request but it could take anywhere from 5-7 days to hear back. It was never stated that the refund would take  90 days.

  -There seems to have been some clear misunderstandings of the contract she was signing up for and then non-compliance of those contracts by the customer.

  -I initiated the $39 membership refunds 5/15/23 and the refund was processed, and check issued by mail 5/17/23. 

  -**** *** has now been refunded for all membership credits that she did not use, and all memberships have been terminated. 

  
  

  Thank you, 

  Katie