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:11/10/2022

  Type:Product 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.

  On 10/28 at **** am, I had a consultation at ReGenesis for a facial laser treatment. After the consultation, they scheduled an appointment for me on 11/11 at 11am. I told them yes, I want that appointment because I needed it done and healed BEFORE 11/26 due to my parents 50th Anniversary party being that day. After I made the appointment that fit my time frame, I was asked to sign 2 sheets of paper to authorize them to perform treatment on me. I signed them and thought I would receive copies to read. I did not. They then told me I needed to pay $200 to hold my appointment time and I would lose that deposit if I didnt show up for my appointment. I paid it and left. On Tuesday 11/8, I received a text from them stating they had to move my appointment to 11/18 at ****. I told them I already had an IPL treatment booked with them that day and I didnt feel it would be safe to have 2 laser treatments in the same day. I also stated that I work second shift and that appointment would make me late for work. And lastly, I didnt feel it would be healed in time for the party. I asked them to refund my deposit and I would go elsewhere to receive treatment due to the fact they could not hold the appointment I had booked. They are refusing to refund my money because one of the papers that I was told was for permission to treat, is actually a no refund policy which I was never told about and nothing was given to me to read. I have gone back and forth with them in text messages and all I get are responses stating no refund. They recently have become very rude and condescending and I no longer wish to even do business with them. It is not my fault they could not fulfill my appointment. I believe the best solution to keep the client happy would be to issue a refund. Their solution is to act like rude, disrespectful and dishonest people.

  Business Response

  Date: 11/17/2022

  see attached

  It's always interesting to see how people can twist the truth.
  
  When the client in question decided to have the treatment they are sent out to the front desk to schedule and make their deposit, Which is required for any non reoccurring appointment. When the deposit is discussed, they receive a verbal explanation while they are shown the paper work.                                First of all let me say that I am disgusted by the lies. Our staff, myself included would never be disrespectful, condescending or even remotely impolite. unfortunately we can't control what other people say or how they would lie and twist the truth for their own benefit. in regard to the party she was supposed to go to I have no knowledge of that nor would It change anything. Our deposit policy is in place so when we book out 45 minutes for an appointment it is reasonably assured the client will follow through. as you can see from the picture it is a very specific document and to insinuate that she didn't know what she was signing is ********. Lastly, if a client puts down a deposit and calls the day of and says there car broke down or sick child or sick client, we don't tell them "too bad, your deposit is forfeit". No! we reschedule them. The reason we needed to reschedule was the laser needed to be serviced. That does not negate the non refundable deposit. A policy is a policy, I can't and won't make accommodations for every person that comes through our door. It is never our desire to have a situation like this occur but when it does is exactly why we have a non refundable deposit that requires there signature. Which she received a digital copy of.
  
  Please note I sent the attached document of the non refundable deposit in a separate email
  
  *****