Complaints

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• Initial Complaint

  Date:07/20/2023

  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.

  Fraudulent charges$950 and $475 were put on my card The $950 wouldnt go through so they made the $475 which would be under the $500 daily limit. I did not receive any services in this date (7/19/23). I had an appt but was unable to keep it due to family sickness. I made them aware of the rain and they out there charges in my card for services I didnt receive nor intend to receive. They should not be allowed to charge for a medical procedure that wasnt performed

  Business Response

  Date: 07/28/2023

  Good afternoon, 

  In response to the complaint by *********************, we would like to give a background. **** was scheduled on 7/19 /23for an appointment, She confirmed the appointment on 7/17/23 in person with one of our patient care coordinators and then did not show for her appointment. This was her second appointment with Ona Skincare and we ask that all of our guest sign our consents and agree to our no show policy on her first visit. Here is a summary of the policy and she signed this on 5/16/2023:

  Cancellation Policy
  
  Please notify our office as soon as possible if you are feeling sick so we can reschedule your appointment for the health and safety of our staff and other patients.
  
  Your appointments are very important to all members of our team at Ona Skincare. Time allocated for an appointment is reserved especially for you. We do understand that sometimes schedule adjustments are necessary; therefore, we respectfully request at least 24 hours notice for adjustments to your appointments and for cancellations. All our policies are designed to benefit our guests and provided in the best quality and tradition of excellent servicing for our established and future clientele.
  
  CANCELLATION POLICY FOR OUR VALUED GUESTS
  
  Please understand that when you forget or cancel your appointment without giving enough notice, we miss the opportunity to fill that appointment time, and clients on our waiting list miss the opportunity to receive services they need. We ask that all new and current guests supply a credit card to have on file. All cards on file are added to the system via a secure electronic process that ensures the information is encrypted and remains secure. In the event that we do not receive the required notice for adjustments and cancellations the following fees will be applied to your card or alternatively billed out to you:
  
  Notification given at least 24 hours prior to your appointment will receive no charges.
  
  Notification given less than 24 hours prior to appointment time will result in a charge of 50% charge of the reserved service amount.
  
  Failure to show up for your appointment will result in a full charge of the reserved service amount. If this is a series or membership that service benefit will be deducted for the missed appointment.
  
  For Botox and injectable filler appointments, a $100 no show fee will be charged .
  

  On 7/19/23 **************** was called when she was late for her appointment and did not answer. Once the appointment time was over the no show charge was placed. The first attempt was for the full fee that was declined and my ******* care coordinator proceeded to charge 50%. **************** called the office very upset that she was charged and it was escalated to management.

  7/20/23 I called **************** and I advised her we have a cancellation policy and although she did not show for her appointment we would give her a one time courtesy and refund the amount charged on 7/19/23. I asked her to reschedule her appointment and she declined. I proceeded to refund the no show fee at 100%. 

  I am certain this is resolved and we were not in violation. **************** was aware of our no show policy and violated the policy, regardless we issued a refund and did not charge her for the broken appointment. 

  Thank you for your time and if you have additional questions please let me know. 

   

  Regards, 

  ***************************;

  Ona Skincare - Business Manager