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:08/19/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 am writing to file a formal complaint against Skintegrity MedSpa regarding a distressing experience I had as a regular customer.On April 3, 2024, I arrived for a scheduled treatment and inquired about a promotion for Morpheus8. The receptionist informed me that someone could provide details after my treatment due to time constraints.The treatment was extremely painful, leaving me in a state of confusion and unable to think clearly. Following the procedure, one of the owners invited me to an office and began to sell me on the Morpheus8 treatment. Due to my compromised state, I felt pressured to agree and signed the documents, authorizing charges for the entire series of treatments without fully understanding the implications. Soon after, I realized that undergoing the Morpheus8 treatment was not advisable as I was trying to get pregnant, which would interfere with the treatments effectiveness. I called Skintegrity MedSpa within a couple of days to cancel the treatment and request a refund. They did not process my cancellation or issue a refund, and subsequent calls yielded no results. The next week, I visited the spa in person to again request a refund and confirm the cancellation. The receptionist told me she would speak with the owner, but I continued to encounter delay tactics and received no refund. I repeated this process several times, including submitting a letter via certified mail to the owners, which was received but did not result in a satisfactory resolution.I have yet to receive a refund for the following charges made on April 3, 2024:$3,953.00 charged to my Chase **** card.$1,047.00 charged to my Care Credit card.The total amount charged to my credit cards is $5,000.00.The business has engaged in unethical practices and I respectfully request that the Better Business Bureau investigate and facilitate a full refund of $5,000.00. I also seek an official written apology from Skintegrity MedSpa for their treatment of me as a valued customer.

  Business Response

  Date: 09/18/2024

  *******,

  Its rather unfortunate you've decided to attempt to slander our company in this manner as none of the facts of your complaint are accurate. We have the best laser hair removal technology in the industry and it certainly doesn't cause distressed or confused states of mind. Furthermore, that conversation happened after your 5th laser hair removal treatment. After your 5th laser hair removal treatment, you pursued our consultant with questions about our Morpheus8 treatment, and per your conversation, you decided to purchase a package of those treatments. Prior to doing so, you acknowledged our no-refund policy as well as indicated you were not pregnant, nor were you trying to be. We've already discussed this with you several times, and each time, you have another reason for asking us to break our policy. We returned your certified mail, with certified mail, where we included copies of your endorsements of all of our policies. We are a small boutique medical spa so we have a no refund policy, and per that policy, we informed you that your services would never expire, but in the event you changed your mind, we are always happy to exchange unused services for other services in our portfolio. At no time, are we ever unresponsive to any of our clients and we never utilize "stall tactics." Our goal with everyone that comes through our door is to establish a life-long relationship, and obviously, treating our clients that way would be counterproductive to that mission, which is the foundation of our cosmetic practice. 

   

   

  Business Response

  Date: 09/18/2024

  *******,

  Its rather unfortunate you've decided to attempt to slander our company in this manner as none of the facts of your complaint are accurate. We have the best laser hair removal technology in the industry and it certainly doesn't cause distressed or confused states of mind. Furthermore, that conversation happened after your 5th laser hair removal treatment. After your 5th laser hair removal treatment, you pursued our consultant with questions about our Morpheus8 treatment, and per your conversation, you decided to purchase a package of those treatments. Prior to doing so, you acknowledged our no-refund policy as well as indicated you were not pregnant, nor were you trying to be. We've already discussed this with you several times, and each time, you have another reason for asking us to break our policy. We returned your certified mail, with certified mail, where we included copies of your endorsements of all of our policies. We are a small boutique medical spa so we have a no refund policy, and per that policy, we informed you that your services would never expire, but in the event you changed your mind, we are always happy to exchange unused services for other services in our portfolio. At no time, are we ever unresponsive to any of our clients and we never utilize "stall tactics." Our goal with everyone that comes through our door is to establish a life-long relationship, and obviously, treating our clients that way would be counterproductive to that mission, which is the foundation of our cosmetic practice. 

   

   

  Customer Answer

  Date: 10/02/2024

  See attached

  Business Response

  Date: 10/04/2024

  *******,
  Its rather unfortunate you've decided to proceed this way because we've been responsive throughout and have spoken with you several times. We've attempted to work with you in several ways and you've been unwilling to make any concessions other than asking us to break our policies, which we're unable to do. At this point, in addition to the certified letter we sent to you, you've spoken with 3 different staff members. It's disingenuous to claim we've been unresponsive, used stall tactics, or acted unethical in any way. Although you were asked directly before making the purchase, are you pregnant or trying to be, weeks later you indicated to us that you were suddenly going to start IVF treatments. At that time, per our policy, we told you we would need a note from your provider and we could proceed with the refund. Unfortunately, you would not provide that. Regardless, our latest attempt to work with you was when I met with you last week. At that time, regardless of our policy and because we hate having clients unhappy for any reason, I informed you we could refund you the amount you financed because it was possible for us to do that and you laughed at me and walked out of our facility. After you left, I sent you a text message so you had my personal mobile number. In that text, I told you to call or text me anytime and you failed to even respond. Rather, you continued this complaint. I can't help but question your motives at this point because it seems like you don't actually want a solution, you just want to make our company look bad? 

  Again, you have my personal cell phone so you can contact me anytime so that we can find a solution moving forward. 

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22161720
  
  I am rejecting this response because:  

  To the Owners of Skintegrity, 

  I am disheartened by the inaccuracies and disinformation presented in your response to my complaint. Moreover, it is disappointing to find such unethical business practices at a small boutique business - in fact, at a business of any kind. 
  
  I would like to address the points in your response: 

  Firstly, the treatment administered on the day in question was excessively painful and distressing to the point of causing confusion. Not every appointment has been this severe, but this particular experience stands out as the worst Ive have had at Skintegrity. 
  
  Secondly, I was not informed of any no-refund policy. Had I been made aware of such a policy, I would never have agreed to charge $5,000.00 on credit cards for a series of treatments. This would impose unimaginable financial hardship on the average person, and I fail to see how you can reasonably deny this. 
  
  You mention endorsements of all your policies. This is false. I have never, and will never,, endorse unethical business policies. This is blatantly untrue and it is troubling that such a claim would even be made. 
  
  Additionally, I informed your representative that I was trying to get pregnant, which they can confirm. If this fact is denied, then it would be a lie. 
  
  Lastly, your claim that this matter has been discussed with me several times is inaccurate. Representatives avoided direct communication for several weeks, to the point where I had to send a certified letter just to ensure proper acknowledgment of my concerns. 
  
  The offer of returning $1047 while retaining $3953 charged to my credit cards is entirely unacceptable. This amounts to nearly $4,000 being withheld unjustly, which is simply egregious. 
   
  Sincerely, 

  ******* Nauman