ComplaintsforSkin lab & Contour

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to Skin Lab & Contour for Botox, and the owner, ********, pushed me to buy three Morpheus8 sessions. I had the sessions on January 8, February 22, and April 1, 2024. Two weeks after the last session, veins popped out under my right eye, and in May, under my left eye. ******** showed no interest when I complained.The med spa operates under ***************************** name, but he is never present, and I am unsure if ***************************** is qualified to perform these procedures without supervision. After my experience and my sister's complications with *****, I decided not to return. I requested a refund in May for unused fillers, but ******** only refunded $850 instead of $1,700. I have no receipt as they mixed the charges, and Skin Lab & Contour is not cooperating in providing a breakdown.I want to file a complaint about ***************************** lack of oversight and ********************************* qualifications. The $850 refund was issued to my husband's debit card, which he was unaware of. I am unsure if this is a HIPAA violation and would like to file a complaint if it is. Also, Skin Lab & Contour is refusing to refund the remaining $850 for fillers. Please look into this issue.

  Business response

  06/17/2024

  Skin Lab &Contour Response to Customer Complaint
  Client purchased 1 filler at our Nov 24, 2023, Black Friday sale for $450 ($650/filler - $200(Black Friday promo) = $450/1Syringe) using credit card ending in 7099. Client later purchased 50 units of Botox on 11/27/2023 using **** ending in 3635, which the client now claims that it is her husbands ****. The client was treated with the 50 units and was given an additional 2 units at no cost. The client was given a special first-timer discount price on the Botox of $10 per unit, plus the client was given an additional $25 discount for the purchase which totaled $475. During the clients visit the client brought up concerns about areas of her face and wanted to know if we offer anything to help alleviate these concerns. During the clients visit on 11/27/2023 a member of our staff explained how Morpheus8 works and all its benefits. The client then decided to set up a consultation for 11/30/2023 with our Nurse Technician. Our Nurse Technician recommended the Morpheus8 treatment for concerns about her pores, redness, pigmentation, and jaw thinning as well as 2 fillers for concerns around her temples, marionettes,and tear trough. After the consultation on 11/30/2023, the client purchased the Morpheus8 package of 3 treatments through Cherry, our third-party finance company, for a total of $3800. The client called the clinic a few weeks after her Nov 11, 2023, appointment and had concerns about the Botox that was administered to the crows feet area of her face. She told our staff that she was happy with all the other sites that were injected on Nov 11, 2023, except the crows feet area. On 12/14/2023 client purchased 12 additional units of Botox and 1 *** filler. Our clinic gave the client a discount for her previous concerns of $42.69 on the filler and management made an exception to give client the First-Time Client discount on the Botox of $9.99 per unit. This purchase was made using **** ending in 3635 which again client now claims it is her husbands card. Our staff set up an appointment on 12/19/2024 for a touch-up and our nurse technician administered another 8 units (4 units per side), to her crows feet area to address the clients concern. The client was treated on 01/08/2024 for the first Morpheus8 treatment. The client then called the clinic and set up another appointment on 1/27/2024, approx. 6 weeks after the original 11/27/2023 Botox appointment, complaining that she didnt get good results from the Botox treatment. Our staff reviewed the clients treatment record and photos to show the client the Botox treatment was effective. The client had the 2nd Mopheus8 treatment on 2/22/2024 followed by the clients 3rd Morpheus8 treatment on 4/1/2024. On 5/8/2024 client scheduled a filler appointment to use the fillers that she purchased on our 11/24/2024 Black Friday sale and the *** purchase on 12/14/2024. The client began the appointment by complaining about a filler treatment that the client received 4 years ago by another clinic and requested refunds for all of the past purchases made. Management made an exception to refund $850 back to client and explained to the client that this was an exception since it is way out of our refund policy and was explained that the purchases would be refunded back to the credit cards used for a total sum of $850. The receipts were shown to client prior to the refund and client agreed to the terms. The client was refunded the total purchase made on 12/14/2024 of $769.88 (12 Botox Units & 1 Filler) plus a refund of $80.12 from the 50-unit Botox purchase on 11/27/2023 for a total of $850 back to the **** ending in 3635 the client used for these purchases. Client also agreed to sign a Refund Agreement and Release Agreement form, which explained that this was a one-time refund exception outside of the clinics refund policy as well as clients acknowledgment not to take any legal actions on the clinic or any employees of the clinic, and not to write any negative reviews or complaints about the clinic or any employees of the clinic. The Client signed the agreement, verified that the agreement was understood, and acknowledged that there were 2 witness to witness the clients signature and acknowledgment on 5/8/2024. After signing,the client was informed that the refund would take approx. 7-10 business days for funds to show up in her account. The client came back to the clinic 1 day after and complained that the refund was not credited to the clients credit card and demanded more money refunded back. The client then started a scene at the clinic and said to an employee that is why my sister is suing you. Shortly after, the client broke her agreement signed on 5/8/2024 and posted negative remarks and reviews to online rating websites, rating us very low which has caused the company many losses. The client also used **** ending in 3635 for the purchases that were then refunded back to the same card with the clients acknowledgment,and now client is claiming that it is the husbands **** that we refunded, and that the client is unable to get the funds back from the husband. The client claims the husband did not know about the purchases, which we believe to be untrue as the client was the one that used the **** ending in 3635 to make these purchases. We have uploaded receipts showing the purchases as well as the refunds. We have also uploaded a before & after photo showing the difference the Morpheus8 made to the clients face with it's contouring ability. Signed consents & agreements uploaded as well. 

  Business response

  06/18/2024

  I also wanted to send over some additional items for client *********************** (complaint ID: *********, that I was unable to upload due to reaching the limit. Hope this email finds you well. 

  Business response

  06/18/2024

  Skin Lab & Contour Response to Customer Complaint

  Subject: Response to Complaint ID: ********

  Dear BBB Representative,

  Thank you for bringing this matter to our attention. We are writing in response to the complaint submitted by ************************* regarding her recent experience with our business.

  First and foremost, we would like to assure you that we take customer satisfaction very seriously. In the interest of providing a positive customer experience, we have refunded all of the client's funds. It is important to note that this refund was not an admission of any wrongdoing on our part, but rather a gesture of goodwill to ensure the client's satisfaction.

  Additionally, we feel it is necessary to clarify some points made in the complaint. The client attempted to strong-arm us into providing a $25,000 settlement, which we believe was unreasonable given the circumstances. Furthermore, she has publicly bad-mouthed our business on various social media platforms, including Yelp and ******* which we feel is an unjust representation of our services.

  We would also like to address the client's concerns regarding the ************** of ****** All of our employees are trained directly by Allergan, the manufacturer of ****** The number of units administered to the client was based on Allergan's training and guidelines, which are designed to ensure the safety and well-being of our patients. The eye complications mentioned by the client are known potential side effects of Botox, as clearly stated in the consent forms the client signed prior to her treatment and throughout her follow-up treatments.

  Furthermore, we want to emphasize that there was no discussion by any employee or owner/manager of our business that would violate any HIPAA rules. An incident occurred where the client's sister came into the clinic and began arguing with our employees, during which she blurted out, "thats why my sister is suing you." No information regarding another client was disclosed or discussed by our staff.

  We hope this information provides clarity on the situation and demonstrates our commitment to maintaining high standards of customer service and compliance with all relevant regulations. Should you require any further information or documentation, please do not hesitate to contact us.

   

  Thank you for your understanding and cooperation.

   

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My Name: *************************** Company: Skin Lab Details:In May 2023, I called Skin Lab to inquire about treatment for uneven skin tone and was guaranteed results by salesperson *******. I explained an upcoming reunion and desired radiant, clean, contoured skin. Despite being assured of this outcome, I was told there was no refund option and an upfront payment of $4500 was required. I made the payment during the offer deadline. I was informed recently by my credit card company that the card wasn't charged until June 21, 2023. The first treatment (June 1st, 2023) was very painful. Although promised improvements, I saw no change after multiple sessions. When I expressed concerns, a free facial with UV light was offered, which conflicted with my upcoming vacation requiring sun avoidance.Upon return, a new esthetician addressed my uneven skin tone. Their solution was an over-the-counter vitamin C serum, which was disappointing after the significant expense. Additional product purchases were also recommended.After six treatments with no improvement, I met with the owner. They acknowledged the salesperson should have informed me that additional sessions might be needed due to my age (which I found offensive). Three complementary treatments were offered, but after experiencing pain and no results, I declined.Attached are the before and after photos showing my skin is worse now than it was initially.Request:I request BBB's assistance in filing a complaint against Skin Lab to prevent similar experiences for others. I am very unhappy and dissatisfied with the lack of promised results and misleading information.

  Business response

  06/14/2024

  Skin Lab &Contour Response to Customer Complaint
  
  Client *************************** Purchased a 3 treatment package of the Morpheus8 on 5/17/2023 at 2:39PM PST. Client used CareCredit to make the purchase of $4500. Client chose an 18 month, zero interest pay back option,which is financed directly through CareCredit, a third party company. Clients first monthly bill was scheduled in June of 2023. Clients first treatment took place on 5/18/2023 for Morpheus8 Face & Neck. Clients 2nd treatment took place on 7/18/2023. Clients third treatment took place on 9/12/2023. We strive to ensure that all our clients are satisfied with the services they receive,and we are sorry to hear that the client is still seeking a refund despite the positive outcome the client has experienced from the treatments. The treatments were provided in good faith to address the clients concerns and improve satisfaction. As a gesture of our commitment to satisfaction, we offered an additional 4 treatments of PRX treatments valued at over $1800 at no extra cost to the client. The client had all 4 treatments on 8/2/2023, 8/17/2023, 8/31/2023, and 9/27/2023. Our commitment is to ensure that all our clients are satisfied with the services they receive from our clinic. We would like to reiterate our willingness to resolve any remaining concerns. Client may feel free to reach out to us directly to find a resolution that meets the clients satisfaction. 

  Business response

  06/17/2024

  Please see attached for photos and signed consents for customer ***************************. 

  Customer response

  06/20/2024

  I am writing to formally address my dissatisfaction with the treatment I received from Skinlab and the subsequent handling of my concerns.

   

  I was charged $4500 for a series of treatments that did not yield the promised results. Contrary to Skinlab's claim that I was satisfied with the outcome, my skin condition has worsened. Additionally, there are discrepancies in their communications regarding the compensation offered. Initially, they told the credit card company that I was offered $1700, but their letter to me stated it was $1800. This inconsistency alone raises concerns about their transparency.

   

  Furthermore, Skinlab mentioned that I had a chemical peel, which I never received. The company itself states that they do not perform chemical peels. I provided a past photo to demonstrate the results I expected, which ****** guaranteed but failed to deliver.

   

  If I was indeed satisfied with the treatments, why would I have been offered additional free treatments, which I refused? I canceled the follow-up appointment because the initial six treatments I paid for upfront were ineffective, and I had no confidence that the additional treatments would help.

   

  Skinlab claims the funds were deducted from $4500 per treatment, but my credit card statement shows the entire amount was charged on 6/21/23, with my first treatment starting on 6/1/23. This discrepancy further undermines their credibility.

   

  Before starting the *** treatment, I was asked about any changes in medication and signed a consent form indicating no changes. However, during two video calls with an RN, I expressed my concerns about the lack of progress. The clinician who allegedly witnessed my consent was new, and I had never seen the person who sold me the plan, as she was reportedly away taking care of her father.

   

  I feel deceived by Skinlab. The treatment not only failed to improve my condition but also left my face with craters and worse discoloration, accompanied by significant pain. The Morpheus treatment was said to tighten the neck and improve facial contouring. Clearly, from the photos attached, it failed.

   

  I urge you to investigate this matter thoroughly and take appropriate action to address the misleading practices of Skinlab. No customer should endure the experience I have gone through.

   

  Thank you for your attention to this matter.

  Business response

  06/25/2024

  **Response to Complaint ID: **********
  
  Dear *****,
  
  Thank you for bringing this matter to our attention. We take all customer feedback seriously and strive to resolve all concerns in a fair and timely manner.
  
  We are sorry to hear that ****************** is dissatisfied with our services. We have thoroughly reviewed the complaint and our records regarding this matter. We appreciate the opportunity to clarify our position and the actions we have taken to address this issue.
  
  1.**Communication and Documentation:** We have carefully checked our communication logs and email records. We have sent all necessary information,including the pricing, payment method, and details of the services. We regret any inconvenience caused if these were not received or overlooked.
  
  2.**Service Discrepancies:** We acknowledge the customer's concern regarding the chemical peel. We do and have always performed chemical peels. The *** treatment is like a chemical peel, but it is not considered a peel per the manufacturers description and information provided.
  
  3.**Refund and Compensation:** Initially, we offered a goodwill gesture, which was communicated to the customer. We understand that this may not have met the customersexpectations, but we believe it was a fair resolution given the circumstances.
  
  4.**Treatment Results:** We regret that ****************** did not achieve the desired outcome from the treatments. Our team is dedicated to providing high-quality services and support to our clients. We have offered additional treatments to address the customer's concerns at no extra cost. We believe this is a reasonable and generous offer to ensure customer satisfaction.
  
  Despite our best efforts, it appears that ****************** remains dissatisfied. Unfortunately, we have exhausted all reasonable measures to resolve this matter to their satisfaction. We remain committed to assisting ****************** and are willing to provide the additional treatments as a final attempt to address their concerns.Beyond this, there is no further action we can take.
  
  We value our relationship with the Better Business Bureau and appreciate your mediation in this matter. We hope this response clarifies our position and demonstrates our commitment to resolving customer issues in a fair and equitable manner.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  *********************
  Skin Lab &Contour

• Initial Complaint

  03/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went for a treatment to skin lab and contour called Morpheus 8 when they did the treatment the next day my skin was itching and I was allergic and I called the company and told them I was allergic and told them I was not going back when I asked for my refund they said they can not refund my money back I paid ***** for the treatment the whole treatment was ***** but I paid ***** so I would like to see if you may help me get my refund from this company.

  Business response

  10/23/2023

  We here at Skin Lab & Contour do everything we can to meet our clients needs. The client involved in this complaint reached out to us via our ******** page regarding her skin concerns. The client then scheduled an appointment for a consultation. Once the Client showed up to the consult she decided to purchase 3 sessions of the Morpheus8, a Mircroneedling device with radio-frequency that builds new and rebuilds old collagen, tightens the skin, removes unwanted wrinkles and blemishes, and etc.. Based on the clients concerns this was what the Nurse recommended. During this initial consultation the client was told that the microneedling would cause some pain but for most of the pain we would use lidocaine and pronox to reduce this during the procedure. The client was then also told that after the treatment there would be some irritation and discomfort but would last no longer than **** days but may go away within 2-3 days. This is the normal healing process for the Morpheus8. Client was well aware of this downtime and had signed consents to this prior to her treatment. The client scheduled and received their 1st session. The client was emailed the pre and post  care procedures as well. The client also consented to a no-refund policy prior to her treatment. Lastly, the client was charged $2500, not $3000. This amount was discounted for her from $3500 to $2500 for a 3 treatment package. We also helped the client pay this over a few payments rather than all at once interest free. We do not do this on a norm but we made and exception as the client was adamant about wanting the procedure. The Clients son came in with the client and paid $1000 of the $2500 purchase on his credit/debit card and the client paid   $500 of that in cash. The remaining balance of $1000 was agreed upon to be paid at the time of the 2nd treatment. Client called in to get the procedure reimbursed, claiming that she had a reaction and the nurse uncovered that the reaction was part of the downtime post-treatment inflammation and the client was told to keep using the recommended skincare cream for a few more days. The client was attempting to get her funds back after the treatment and the receptionist reminded the client of the return policys but gave her the option to exchange the product for other services and/or products that we provide. 

*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. ↩