Complaints

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

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  EuroPhoria Medical & Personal Spa

  9500 Brimhall Rd Ste 707 Bakersfield, CA 93312-2241

• 

  EuroPhoria Medical & Personal Spa

  9539 Langley Rd Bakersfield, CA 93312-2140

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:07/28/2023

  Type:Service or Repair 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.

  I went to this spa for my first lip filler (mini pout) I believe it was around my birthday march 4th, my lips were very crooked and off balance on both sides, i called and they said i had to wait a few weeks which i did and then it only got worse after the swelling came down, my lips looked real full after they did the mini pout and they asked if they can take a picture for insta-gram, well that's what they use to show people how full your lips can be after a mini pout and that's completely false advertisement because the swelling goes down after a couple days especially a week and almost looks like your original lip size before the filler (mini pout). well I did go back so the owner of the company could fix my lips, she did try really hard to fix them but then she charged my car for another mini pout, two mini pouts are considered a full pout and it does not look like I received any lip filler at all, my lips are still crooked and the second time I went in just to fix the crooked lip filler from the first time i got lip filler (mini pout), they only injected lip filler in my upper left side of my lip just to fix the mess up, crooked lips, but when i left the front desk charged me another mini pout and i don't think i should have got charged for another mini pout when they only injected a part of the top lip just to fix it, i didn't ask or was told i would be charged to fix there mistake. If I have to go to small claims to get back what I paid for when my lips were not what they advertised and crooked I will. I also aked the office for all my records, medical records and charges, they refused to provide anything I signed or was charged for, they told me to look at my credit card statements.

  Business Response

  Date: 08/02/2023

  Good afternoon, 

  
  I am responding to the complaint submitted, and I have provided the 'Petite Pout Informed Consent' form that all patients must sign and agree to when receiving this treatment with us. Additionally, when receiving a treatment with us, our medical professionals are diligent in going over the information included in the informed consent, and discussing expectations of desired results.

  
  On page 1, section 2 of the consent informs patients that swelling is a normal occurrence following injection of derma filler, and it usually decreases after a few days. Page 1, section 10 also discusses asymmetry and understanding that the human face is normally asymmetrical in appearance and that it may not be possible to achieve or maintain exact symmetry with derma filler. Page 3, section 26-27 explains that it is possible that more than one procedure may be required to achieve optimal results, and in some situations, multiple sessions and/or other treatment methods may be required at the patient’s expense. Additionally, the patient acknowledges that the procedure may not achieve their desired outcome, and although good results are expected, there is no guarantee or warranty expressed or implied on the result that may be obtained. Page 4, section 40 the patient acknowledges that all services rendered will be charged to them, and that the patient is personally responsible for payment. Lastly, on page 5, section 42, the patient acknowledges that by signing the consent, they have been informed of any possible risks, and accept responsibility for the clinical decisions that have been made, along with the financial costs of all procedures.

  
  After the patient received their first treatment with us of a Petite Pout and the initial swelling had gone down, they expressed that they would like to address their concern of asymmetry by wanting to add more volume to the top lip with additional filler. The patient was advised by medical staff that due to the natural asymmetry of the anatomy; additional filler would not necessarily help with creating more symmetry. When the patient came in for a follow up with Dr. ***, she was again advised that injecting additional filler would not necessarily help the patient achieve their desired outcome of symmetry, however the patient insisted on wanting to try and understood that the desired outcome was not guaranteed. Hoping to help the patient achieve the most desired outcome, Dr. *** agreed to inject an additional Petite Pout at a discounted rate for the patient, to the top lip in an attempt to create more symmetry where the patient desired. 

• Initial Complaint

  Date:05/17/2022

  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.

  I started a 12 month contract on 8/2019. i pay $300 membership monthly and get $300 worth of services in return. was never able to use my credits due to lack of appointments. tried to cancel my membership after my 12 month commitment but was told that i would loose my $2000 worth of credit. I continued my membership and tried catching up on my credits until on 12/30/2021 I emailed them to cancel my membership and i gave up my credits so that I stop paying the $300 membership fee every month. on 5/11/2022 I called in to make an appointment as a guest and I was told that I am flagged for non payment. what non payment. i cancelled 15 month after my commitment and gave them over 30 day notice and sacrificed my credits on my membership. yet they still flagged me. I have documentation on all emails to them.

  Business Response

  Date: 05/23/2022

  Good afternoon,

  
  

  Our membership agreement cancellation policy states that we require a written notice of cancellation prior to the next regularly scheduled debit date. As Ms. ****** was "month-to-month" and had fulfilled her minimum enrollment period, she was eligible to cancel without any early termination fee. However, we require a written notice prior to the next scheduled debit date for any membership cancellation. After looking at Ms. ******'s record, we show that she did in fact fulfill this requirement and should not have had a non-payment fee on her account. This has been cleared and her membership cancellation had been processed prior to this exchange The incorrect fees have been removed fully from her account. . Ms. ****** is more than welcome to visit us any time as a guest or as a member if she chooses in the future! 

• Initial Complaint

  Date:05/16/2022

  Type:Service or Repair 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.

  I had an appointment for the 17th of may. I was told to give a 48 hours notice if canceling or I wouldn’t get my deposit back but they were closed Sunday so I wasn’t able to call. I am very sick with fever chills throat infection. I called Monday morning and explained why I had to cancel they refused to give me my deposit. She then told me since I canceled I don’t get the botox units I have already paid for because they were a promotion. I told her that I didn’t know I didn’t get to keep them and she said you didn’t read the fine print on the receipt. I never received a receipt from buying the botox. They did this on purpose so if I canceled they could then steal the botox I bought. They were $280. I have lost now the deposit which I guess is more understandable even know they were closed Sunday but also the botox units I paid for. I’m also am a member so I pay $50 a month which it’s turned into euro bucks to pay for things. I have $350 saved up and I have now lost all of that also. They have had so many complaints for scamming people and taking peoples money. They make you jump through hoops to close your membership. I don’t even care about the money at this point I just want this company to be held accountable for them taking their customers money continuously and not being upfront with their policies. They also were raided last years by the department of consumer affairs but nothing was ever stated if they got charged for anything. This company is disgusting and if you read the Yelp reviews it will show how many people have been scammed. Please take this seriously and investigate what is going on at this facility and why they keep being able to take their customers money without any repercussions. Thank you

  Business Response

  Date: 05/20/2022

  Good afternoon,

  
  

  All of our stores are at prime locations here in Bakersfield. These places are of course beautiful, but expensive to use. We still are responsible to pay for the rents of these buildings, as well as the salaries of our staff, whether or not you attend your appointment once you have reserved it. The deposit merely covers this and the cost of being open, and we make no profit from the deposit at all. It simply covers our cost of operating and allows us to maintain the beautiful facilities at these optimal locations, and employ a highly trained staff to provide unparalleled services. The alternative to not requiring these deposits would be to instead INCREASE the price of ALL treatments for EVERYONE. As a company, we decided that increasing our prices for all of our clients to cover the cost of last minute cancellations and/or rescheduling of individual clients wasn’t the right thing. Rather, we felt that individual people should take on the responsibility for their appointments. We appreciate that it might not be your fault that you cannot attend; you or someone close to you might not feel well, your work schedule changes, your car has broken down, or you’ve just plain changed your mind. No one pays a deposit and expects that they aren’t going to attend, which we understand- but that is the whole concept of our deposit policy, in case of such contingencies. If they are refundable, there is little point in them being taken in the first place. However, regardless of this, these non-attendances do not magically make business costs disappear and can quickly spiral into thousands of dollars in losses. When you are a small business like us- that really impacts our ability to cover just our operating costs. Keep in mind that we also employ a guest relation team to answer questions and schedule your appointments before you even arrive for your appointment- the deposit covers that cost as well.

  
  

  You may be already aware that we are incredibly busy at all of our Salon and Spa locations. We often are running at capacity (and you’ll know this to be true if you’ve tried to schedule with us). This often translates to there being a short wait to get in, which can be frustrating in a world where we have grown to expect immediate results to requests for same or next day appointments. If you are not serious about the reservation with us, please allow another member/guest to have the slot they crave. We have found that requiring a deposit helps with this process. If someone is unsure whether or not they will attend, they will tend not to pay the deposit in order to schedule the appointment. This makes it easier for those of our clients who are serious about their appointments, to find an opening that matches their availability- which makes for a smoother process for everyone.

  
  

  Our cancellation policy is simple: We require a minimum of a 48 hour notice if you need to cancel or reschedule your appointment for any reason for all Spa, Salon, and Medical services. For all tanning appointments, we require a minimum of a 4-hour notice. If you need to cancel or reschedule your appointment with less than this required notice -for any reason- you will lose your non-refundable deposit for your appointment. This includes even if you need to cancel because you are experiencing symptoms related to COVID-19, received positive test results, or have had known exposure to someone who has tested positive for COVID-19. We inform everyone at the time of booking their new appointments of this policy. We want to be upfront in communicating our policy so that everyone is informed when scheduling a reservation with us. We feel that this policy helps our valued customers prioritize their choice to make and keep this reservation as well as make an informed decision when considering the risk of losing this deposit if they are unable to attend this appointment for any reason.

  
  

  Is the deposit refundable if I need to change or cancel my consultation? No - the deposit is STRICTLY NON REFUNDABLE. But if you give us adequate notice that you need to reschedule (48 hours for Spa, Salon, and Medical appointments/4 hours for tanning appointments), we will happily transfer your appointment to another date convenient for you without additional charge or new deposit. Please keep in mind that we do not believe that someone who schedules an appointment with us ever foresees the reason why they may no longer be able to come and again in the interests of fairness, we have to have the same rule for everyone without exception. We inform everyone at the time of booking their new appointments that the deposit is non-refundable, knowing that although this can seem a bit on the strict side, it is fair and ethical. You take on the responsibility of ensuring your attendance and please be advised that the deposit will be lost, regardless of the reason behind it if you do not give us adequate notice.

  What if I Need to Cancel and/or Reschedule My Appointment With Less Than the Required Notice? We would be happy to help you with that! Please call or text our Reservation Center to let us know that you are unable to make your appointment and reschedule with us at your earliest convenience. Please keep in mind that you will no longer be able to transfer your deposit for a new appointment and will need to pay a new deposit in order to reschedule.

  What Is Your Return Policy? ALL SALES ARE FINAL. No cash refunds. All refunds will be applied as store credits.

  
  

  The above reasoning and policies are posted and available to view on our website FAQ section. We are transparent regarding these policies before a customer ever schedules, however we are dilligent in communicating the policies when making a reservation as well as following up with reminders of the policies as well after the reservation has been made and added to our schedule. Our phone system and texting platform accept phone calls and text messages 24/7 - if a customer calls past business hours, our systems are equipped to receive communication and we follow up on correspondence at the start of next business day. We enccourage customers to reach out, even if we are closed, so that if they attempted to give adequate notice, even if we were closed, we are able to see that they gave adequate notice if we don't see it until the next day.  

  
  

  Miss ********* received a confirmation text immediately following her successful reservation for May 17th, 2022. This confirmation text was sent on May 5th, 2022 and included a written reminder of our 48 hour cancellation policy, and that if the reservation must be canceled or rescheduled for any reason with less than 48 hours, the non-refundable deposit would be deducted. Additionally, Ms. ********* received a one week reminder for the above mentioned reservation. This text was sent on May 10th, reminding her of her upcoming reservation for May 17th, which also mentioned keeping in mind our 48 hour cancellation policy in order to avoid losing the non-refundable deposit. She called the morning of May 16th, 2022 to re-schedule her reservation, which fell within our 48 hour cancellation policy meaning that she would lose her non-refundable deposit.

  
  

  As Ms. ********* had a pre-purchased package for one of the treatments she had scheduled and had membership points (euros) for the other treatment- these were used as her non-refundable deposit. The deposit covers only a portion of the treatment; not the cost of the entire service, so Ms. ********* was deducted only a portion of this package and was informed the remaining portion would stay on her account and not deducteed. Her membership points (euros) had a small deduction as well to cover the deposit for the other treatment and the full cost was not deducted so she still has the remaiing points on her account as well. These policies are regarding reserving appointments and therefore are not printed on our receipts - they are posted on our website and communicated verbally and written in text when reserving appointments. Ms. ********* should have been given a receipt, as all customers receive receipts when making a purchase. We are more than happy to provide a copy of the mentioned receipt as well. 

  
  

  Attached is our published policies, as well as our written communication with Ms. Schinnell. We want to be upfront and transparent with our customers regarding our policies and leave no room for confusion or misunderstanding which is why we follow up with written communication for reference. For this reason, we will not be able to provide a refund of the deducted non-refundible deposit. We hope that Ms. ********* can come in and utilize her remaining benefits and packaages she has remaining on her account!