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:08/24/2023

  Type:Sales and Advertising 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.

  My treatment was for Emsculpt Neo and Emtone at Spago MedSpa. The procedure is a series of treatments that helps build muscle tone and sagging of, in my case, the upper arm area. The start date was 7/6/23. I had 4 treatments in total. The second treatment was done on 7/11/23; 3) 7/17/23 and 4) 7/27/23. I paid $3,850.00 for the four session treatment, which Dr. M***** recommended, and also purchased lotion that she recommended for $205.00. I was completely lead to believe that these 4 sessions would show some kind of results. It was never stated that I would need to purchase another package or another set of treatment sessions to see initial results and that to maintain the results I may need touch up treatment down the road, which I believed to be a year from now. I completed my 4 sessions and have had zero results. I contacted the office and I received a call back from Dr. M***** who stated in a voicemail that I would need more treatments in order to see results. I feel I was grossly misled. I understand that this is a non-invasive procedure and would not have the same results as surgery, but I definitely expected to see some changes in my arm’s appearance after that amount of money spent. I see no change at all! I use the cream she recommended every day and work out with weights on my upper arms as well, but still no change. What I don’t understand is why the treatment didn’t work. All the research I’ve done shows some kind of results after four treatments. I’m wondering if it was even done correctly. The doctor never checked in on me while I was at the office and the young lady who administered treatment stated she only did this treatment on arms one other time. Half the time we both weren’t sure if the paddles were placed on my arm correctly. I do not want to visit the spa again and feel that I have invested enough already only to see zero results. I am very disappointed and feel some kind of refund is appropriate.

  Business Response

  Date: 08/24/2023

  Hello,

  We have been in discussion with the client for the past several weeks. This complaint is the first we have heard a refund for services was requested. We will gladly refund the full cost of her treatment if she did not receive the results she was expecting. We reached out to the client today and asked if she would like us to proceed with issuing the full refund. 

  Customer Answer

  Date: 08/24/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  **** *******