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:02/09/2023

  Type:Billing 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.

  02/06/2023 was the session. ***** did not disclose full pricing. She charged me $3200 for 4 cycles of coolsculpting. I told her later I was feeling sick from it and had undesirable side effects and would like to no longer have this service. She said each treatment is $800 (2 treatments per cycle). I told her it would only be $1600 then. She then told me, without disclosing any other information beforehand, that I did 4 treatments in that one cycle and with the discount that one cycle would be $3200 and I will need to either pay that for the one cycle or keep all 4 as a discounted deal. This was not explained that way before the first treatment.

  Business Response

  Date: 02/13/2023

  Per a conversation with the client after this complaint was made, she stated she had misunderstood the Coolsculpting Specialist and retracted her complaint.  She stated she would be contacting the BBB personally to retract the statement previously made.

  Customer Answer

  Date: 02/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory although not everything was clearly explained during the ********** sculpting appointment. 
  
  Regards,
  
  Client

• Initial Complaint

  Date:08/08/2022

  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.

  Dates of Transactions are: 2/9/2022 Transaction: ************ for $214.50 2/16/2022 Transaction: ************ for $880.00 3/16/2022 Transaction: ************ for $720.88 I am only asking for my money to be refunded for this transaction as my credit card company helped me with the other two.I went in to have the deep creases at the corners of my mouth corrected with Botox or rejuvenate. This was NEVER done. They told me that I first needed a "lip flip?" so I did that and it didn't work. The next time I went the said it wouldn't work (and talked me out of it); so I tried something else. NOTHING they did worked or did what they said it was supposed to do. I believe it's a scam to get your hopes up and then just take your money for NOTHING.When I asked them to work with me or try something else; they refused my business and said there was nothing they could do. Then I contacted my credit card company and they helped me some. However, I still need to be refunded for the $720.88. Please help me.From: Enliven Spa ******************************************************** ************ My information is:*************************** *********************************************** Phone: ************ Email: **************************

  Business Response

  Date: 08/11/2022

  We are responding to the dispute that we have received from ******************. This dispute began without our knowledge several months ago. We found out about the issue from our credit card company SwipeSimple. ****************** first reached out to the credit card company saying that the charges from Enliven MedSpa were fraudulent, and that she had never been here, nor received any treatment. We then in turn had to send the company her signed paperwork, and her pictures from the treatments. 

  
  

  Once it was determined that she was in fact here, she then complained that she was unhappy with her results. ****************** did not want to do the highly suggested service that were recommended to her by the professional injectors. The "lip flip" she references in her complaint was the cheaper and alternative option she chose to do. She also received another service that we had tried to see her in person to take after photos, which she never came in for. After the initial injections, she then saw another injector we had on staff for a second opinion. That injector did not want to treat any further because it was determined that she was not going to be happy with any service we provided. 

  
  

  After her initial complaint to the credit card company claiming she was not here, she changed her claim to not approving of the results of her treatment.  She then resubmitted her claim for refund.  We sent the necessary paperwork to the credit card claim department showing that she knowingly and willingly signed paperwork stating there are no guarantees for any of her treatments and that there is always the potential for the need of multiple treatments.  After the credit card company denied her claim for the second time, she then reached out to Enliven demanding her money back.  We sent her signed documents back to her in an email. We never heard back from her after that email. That is when she contacted our local chamber of commerce about this situation. The chamber of commerce director let us know about it, and they decided not to pursue anything further. Now ****************** decided to contact the BBB about this unfortunate situation. 

  
  

  In summary, Enliven MedSpa will not be refunding ****************** the $720.88 due to the fraudulent complaint with the credit card company, unwillingness to do the services the injectors first recommended and settled for the cheaper alternative, and the fact that she had signed paperwork stating there is no guarantee for results.  

  
  

  If you have anymore questions on this situation, please let us know.