Complaints

This profile includes complaints for Adora Day Spa's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Adora Day Spa

  145 Western Hills Boulevard Cheyenne, WY 82009

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  Adora Day Spa

  123 Western Hills Blvd Cheyenne, WY 82009-3446

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:03/25/2024

  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 Feb 12, 2024 I went to Adora Day Spa to have 1 cc of Juvéderm filler placed in the cheek areas of my face. This is done to bring up sagginess in the jaw area and give a firmer jaw contour. I was given the impression 1 cc of filler would be enough to create this effect.
  
  Two weeks after my filler appt I called clinician because I hadn't noticed any effect whatsoever. I was confident they would help me solve this issue either by retreating or refunding some of my money.
  
  After talking to the clinician she said she had actually spread the filler out between the cheek areas and other areas of my face and had not put all the filler in the cheek area. She did explain the clinicians know how much filler to inject to give a more natural look. I knew she put the filler in other places but figured that was after she had placed enough in the cheek areas to give the desired effect. The issue is there was no noticeable improvement in the jaw area whatsoever. After talking to the clinician she said there was nothing they could do except pay another $600 for another cc of filler.
  
  I then talked to the dermatologist in charge who again said there was nothing they could do. They were not willing to retreat the area and would not refund any money. I would have to pay more money if I wanted further treatment.
  
  I've never been to a business where they refuse to take any responsibility if a customer is dissatisfied with their services or products. I was shocked that they refused to support me in any way. Unfortunately there was no signed contract or before and after photographs taken that might have been a security guard against this free for all.
  
  I don't feel it's ethical for a company to have no culpability or responsibility for making their services and products satisfactory to the customer. I started out asking for half of my money back or retreatment. At this point, I am seeking all of the money I paid to be refunded.

  Business Response

  Date: 04/16/2024

  Dear BBB,

  We received the notice of a complaint filed with BBB via USPS today, April 16, 2024.   It states that this is the second notice, however, we did not receive any prior notices.   We are requesting an extension of our response as we would like adequate time to research this complaint.     I will give you my email address as well as my contact information.    [email protected]    307-638-5149 (Direct Line)

  Teresa Lake

  Practice Administrator

  Adora Day Spa

   

  Business Response

  Date: 04/23/2024

  Thank you for bringing these concerns to our attention.  We are always working to improve our patient experience and appreciate feedback.  We strive to deliver the best care possible to all of our patients.  In order to protect the privacy of our patients and in compliance with federal law, we cannot comment on any medical care provided on this forum.  We can generally state that all medical and cosmetic procedures have inherent risks including the risk that the procedure will not entirely correct a patient's concern or condition.  Prior to treatment, all patients are educated on any potential risks and outcomes are given and the opportunity to ask questions prior to signing a consent form acknowledging the same.  All injectable treatments provided at Adora Day Spa are performed by licensed professionals and in compliance with state and federal law.  The services at Adora Day Spa are non-refundable.  Please contact our Office Manager, Teresa Lake, if you have any further comments for suggestions. 

  Contact info: Teresa Lake   Direct line 307-638-5149      [email protected] 

  Krystal Massey MD

   

  Customer Answer

  Date: 04/24/2024

  Complaint: 21484644
  
  
  
  I am rejecting this response because: I do not believe the outcome of the procedure was thoroughly explained to me. I was under the impression that for $600 my jawline would be uplifted and contoured after injection of filler into the cheek area. If I was thoroughly assured and satisfied that this could be obtained, I would have then signed the consent form. However, after the procedure I find that filler was applied in other areas of my face other than the cheeks. I didn't ask for filler to be put elsewhere in my face and only thought clinician was injecting these other areas because she had a "little extra left" after doing a thorough, complete, and acceptable job in the cheek area. This was not done and I feel I was deceived and taken for $600 with nothing to show for it.
  
  
  
  Regards,
  
  
  
  Karen Edelen

  Business Response

  Date: 04/25/2024

  Again, due to federal law, we cannot comment on specific patients.  Please see attached consent that all patients sign.   This is a blank consent.    To protect patient privacy any reference to treatment has been blacked out.  If she would like to see the original consent she signed, she can provide us with a secure email, or we are happy to meet with her and show her what she signed.  

  Customer Answer

  Date: 04/25/2024

  Complaint: 21484644
  
  
  
  I am rejecting this response because what management and directors feel is happening in their establishment is quite different than what actually happens with their employees. Management tends to have a bunch of tired old rhetoric that the employees don't even listen to. Unless there was video of the interaction and there should not have been because it would be without my consent, how does management know if employees are giving out the right information? The response from the clinician to my questions and my expected outcome seemed vague, but because I'm a trusting person and the clinic had good Google reviews, I trusted that I was going to receive good results. 

  Seems like most businesses in America have a protocol or contingency plan if clients are dissatisfied, whether or not they have "signed" the consent form. This rises out of good business practices where you treat the client fairly, offer them a service that is of value to them, and make sure that they are happy with the results. This brings people back into your shop and those same people give you good publicity by word of mouth in the community. Why in the world would you be such a stickler over the consent form and fight me so hard over $600 only to bring bad publicity and complaints against your company? It doesn't make any sense to me and seems like very poor business practice.

  All I know is if you are taking large sums of money, literally thousands and thousands of dollars for some of these services, but cannot guarantee good satisfactory results to the client, then you damn well shouldn't be offering these services. To say that you're not responsible for your services because "the results might not always work out as expected" is ridiculous and you should be investigated by regulatory agencies and district attorney, which I am on the path to now.

  Regards,
  
  
  
  Karen Edelen