Complaints

This profile includes complaints for Manhattan Laser Spa's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Manhattan Laser Spa

  56 E 34th St New York, NY 10016

• 

  Manhattan Laser Spa

  254 Kings Hwy Brooklyn, NY 11223-1205

• 

  Manhattan Laser Spa

  7802 3rd Ave Brooklyn, NY 11209-3606

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:03/01/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 purchased a botox package for a full-face treatment with unlimited units. When I arrived for my appointment, I was informed by the physician assistant that the website is a lie and that it isnt a full-face treatment, only 3 facial areas can be treated, and you get up to 40 units. This cost $599. On their website, you can purchase a single unit of Botox for $13, so the cost of 40 units would only be $520. This is false advertising and it is illegal, and even more illegal in healthcare.

• Initial Complaint

  Date:03/13/2023

  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.

  I bought a $1000 laser hair removal package back in 2018. I have been going there for a few before that. ****, was the technician who encouraged me to purchase this offer. I asked if there was any expiration time to use it and she said no!I used a little less than half the package so far. Since I have been doing laser hair removal for over 8 years I have little hair growth and only need to go about once a year. When my husband called to make an appointment for me, **** from the Spa said that I have to pay a $50 reactivation fee per area. I informed him that I was never told about this and when the package was sold to me that there was no expiration date. Manhattan Laser Spa never gave any documents to show or say there was any expiration time. All I got was a receipt. Because of Manhattan Laser Spas poor customer service and trying to charge extra for a service I already paid for, I would like to request a partial refund off $500 as I no longer feel comfortable going back there.

  Business Response

  Date: 03/13/2023

  Hi,

   

  All our packages have a one year expiration date. The policy is listed on the website and on the consent form that you have signed. It's been 5 years since you have purchased the package. We gave you an option to pay a fee which, we normally don't offer that..Unfortunately, the package is expired already 

  Customer Answer

  Date: 03/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  This package was bought at the Brooklyn location and not online. I specifically asked ****, the technician if there was an expiration date and was told, No! I was never given any paperwork to say there was a timeframe. Also I have little hair growth and many places none at all. It makes absolutely no sense to do laser hair removal if there isnt any hair growing, that will only damage my skin. Thats the reason I only use when needed.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

  Business Response

  Date: 05/05/2023

  Hi,

  Your 1st session was in 2014. Please check your records/emails. Unfortunately, we don't keep client's documents for more than 5 years. However, you can also access the same policy on our website. We apologize for any inconvenience 

  Customer Answer

  Date: 05/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I have no records of signing anything and you dont have any either.  Thats how long I have a customer, since 2014 and continued to use your service. Its obvious after a while hair will stop growing. Thats what you advertise as Laser Hair Removal as being permanent. So since I am a customer for almost 10 years and if you stand by your work I would not have to do as often and only touch ups. 
  Again I was told there was NO expiration when it was sold to me that is why I bought the package! 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

• Initial Complaint

  Date:10/11/2022

  Type:Billing 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 went to their uptown location on August 13th for CoolSculpting and Botox for a 10am appointment I was charged (I believe) $1,400 as soon as I checked in. Upon meeting with ****** who was to do my CoolSculpting, she informed me that she was not experienced enough to perform it and I would have to wait for the nurse to come in and complete ******* Botox. I was then informed that their injector was a no-show and I would have to go to their downtown location at 2pm to get it done. Upon arriving to their downtown location, I was informed that I would not be a candidate for CoolSculpting whatsoever (and since their injector was a no-show) would have to return on Monday for Kybella and Botox. The man at the desk had told me he would wait to refund since we had made a new appointment. After my appointment on Monday, I was told I had $400ish left on my account that I could just use for next time I figured that was fine in case I came back before my move to ****** on 9/10. After I realized I wouldnt need anything else done, I called the office on 8/30 and was told to call back the following Friday. After I called on Friday, I spoke to a woman named ***** that said I would have to call on Thursday. So, upon calling again, I was told that I cannot be refunded for the $400(ish) dollars left on my account because there is a 30 day limit. I WAS NOT TOLD THIS.1) I never would have paid $1,400 up front had I known the full amount would not be used. Looking back, I find it unprofessional that a client would be charged prior to a consult for this exact reason. 2) They have ignored all emails and calls from me. I am considering this fraud. 3) I actually did initially call the office to request a refund BEFORE the 30 days were up. I was bounced around. 4) And most importantly, I was not told that the credit would be non refundable. Had I known, I would have had the front desk return it before I left the office.

  Business Response

  Date: 10/27/2022

  To whom it may concern, 
  Prior to her appointment ******************* was consulted to determine what she was hoping to achieve and what treatment options were available to her. Based on that consultation we determined a price, which we always collect prior to treatment. This was the price she paid when she came in. Due to some unfortunate circumstances the appointment did have to be shifted around slightly, but we were still able to perform services that would get her closer to her goals. Following the conclusion of the treatments she received she was made aware that the remainder of the money she had spent would remain on file for her use at a later date. Our no refund policy is dictated on our website, posted in our locations and listed on the policys page of our intake form (which ******************* signed upon arrival at our office). The credit will remain on her account indefinitely until she uses it, however it is non-refundable. We do have a 30-day refund policy for payments gone unused, but due to the fact that she has begun using the money on account it is no longer eligible for refund. Which was seemingly miscommunicated somewhere along the line. We are sincerely regretful about the outcome of this situation and about **** ******** impression of our business overall; should she ever decide to come back in, the credit balance on file will be available for her to use with no expiration. 
  

• Initial Complaint

  Date:09/07/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 visited Manhattan Laser Spa for a lip injection with Nurse *****************************, NPI #********** on August 9, 2022. I bought 1 syringe of Restalyne Kysse and the product was incorrectly injected leading to multiple bumps on my lips. I had to go in two more times to dissolve the product. The second time I dissolved with another nurse, ******, who confirmed the product was placed incorrectly leading to my lips looking disfigured. Simultaneously, I have filed a HIPPA violation complaint as it appears, per what I was told by the office manager, someone in Nurse ******'s private business, unrelated to Manhattan Laser Spa has had access to my protected health information and was communicating with me under a phone number ************ which comes up under ************'s number in ****** but the person texting me claims to be a manager's assistant. The office manager, ****, confirmed they do not have a manager's assistant at Manhattan Laser Spa. The owner of the MedSPA is a relative of the nurse, as confirmed by the office manager. They are refusing to refund me even though the product had to be dissolved, additionally, they are refusing to tell me who the person is who has been communicating with me on that phone number I was told to send my photos to and why they have access to my protected health information. They keep changing the story every time and keep insisting that I go back there to get my lips refilled even though I have made it clear more than once that I do not feel safe or comfortable going back to that MedSPA which I believe engages in unethical practices that violate patient privacy. I would like a full refund of $761.04 given that the product is no longer in my lips as it had to be twice dissolved, hence I no longer have what I paid for. Attached you will see my email conversations with the office manager via email, as well as the text messages with the person who refuses to provide their identity but somehow has access to my records.

  Customer Answer

  Date: 10/01/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Manhattan Laser Spa regarding complaint ID ********.
  
  Sincerely,
  
  *******************