Complaints

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

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  Skin Laundry

  3700 Newport Blvd Ste 206 Newport Beach, CA 92663

• 

  Skin Laundry

  555 the Shops at Mission Viejo, Ste 162 Mission Viejo, CA 92691

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:02/12/2025

  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.

  Jan is 10th or so 2025, Upon Having devastating news about my husbands terminal illness he sche me an appointment to skin laundry for a gift to feel better about my self and the stress we have been through.I went to the appointment.I had the service done initially it was a special for 59$ she said we have a PACKAGE for half off $200.and you can have any of three treatments done so I said I can’t afford anything rn due to financial issues with my husband health.but she diid not say ANYTHING about a membership or being a LOCKED in membership or I would of said no thank you at this time.On Feb 10/25 I get an email stating aCharge of $200. to my credit card.I immediately called I remember her voice and she said I couldn’t cancel I was LOCKED in not matter what and was rude to me in of course denial of what she had scared me about she was very rude and said she couldn’t help me with anything or numbers to call or assist me I was Locked into the charges On 2/10/25 I emailed-called again different girl she put it in my notes on computer but wasn’t able to help with numbers either or charges 2/11/25’ailed again no answer ditched website no where to cancel membership but you can cancel a booking something that was supposed to make me feel better about what’s happening in my life has caused me more I will be disputing further charges to my credit card but i will pay for the services I had doneOf not a full refund for my stress .After reading reviews Im not the only one this has happened to.plz email me back if you would like more details of my account details or experience or anything that could help

  Business Response

  Date: 02/12/2025

  Hello ****,

  Your feedback has been received. As we explained to you via email, the contract that you signed explained the membership terms that this was in fact a membership. I have attached a copy of your membership contract for your reference. In the 3rd paragraph labeled "Membership Term" it states: 

  "If you are a new or returning member, you agree to the initial Membership term established at the time of booking and as set forth on your Customer Profile from the Effective Date ("Minimum Term"). During the Minimum Term, you will not cancel your Membership or downgrade your Membership service level. After the Minimum Term for new members or if you are an existing member, your Membership shall automatically renew on the monthly anniversary date of the Effective Date ("Billing Date"), unless otherwise modified or cancelled by you or terminated by Skin Laundry in accordance with these Terms." 

  Upon checking your account further, you received your first treatment free when you signed up for your membership which is a $275 value that you got for free. We also gave you half off our Fixer add-on (this is the member's price). I have attached a copy of this invoice for your record. Since you signed up on 01/20/2025, you would not be eligible to cancel until 03/10/2025. For more information on your membership, we suggest reaching out to the clinic for further assistance.

  Have a great day

  -SL Support

  Customer Answer

  Date: 02/16/2025

  I agree to pay the amount that i had service done I Want to cCANCEL the membership!!!!! I DID NOT get a receipt until the next service I went to and did not know it was a membership she said a package but nothing about locked in membership fast talker I hope she can live with herself and this company  knowing she did this to someone who stated clearly to her she couldn’t afford this and know knowing what i’m going through in life I’m just asking to cancel 

  Business Response

  Date: 02/19/2025

  Hello ****,

  We understand where you are coming from, but we did not trick or "fast talk" you into a membership. Our membership contract is 2 pages and we go over every aspect of your membership when clients sign up. All of our memberships come with a minimum membership term which is stated in your membership contract (attached to last correspondence). Since you are still within contract, we are unable to cancel your membership until your 3rd month payment on 03/10/2025. After this, please send us an email and we can send you the instructions on how to start the cancellation process. We suggest reaching out to the clinic and they can assist you with getting your treatments. 

   

  Regards,

   

  -SL Support

  Customer Answer

  Date: 02/24/2025

  Schedule treatments are you kidding me and yes they were talking fast and I signed because i thought it was a package sounding good for first treatment free and if you look to see when they handed me a receipt 10 days later I called to explain and cancel then a nice person becomes very mean a nasty with no regards of my financial situation or circumstances it’s all about a sale and the business!! I’m paying for February and March of no service 

• Initial Complaint

  Date:01/12/2025

  Type:Customer Service 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 have been in contact with Skin Laundry since December 8, 2024, to cancel my monthly membership. I was assured via email multiple times by Skin Laundry employees that I would not be charged and my cancellation would be processed only TWO DAYS before the reoccurring charge was scheduled. I followed up and confirmed multiple times and have been charged TWO extra months for services I am not interested in and have not used. Skin Laundry seems perfectly happy to continue to charge folks who provided in writing that they want to end services.

  Business Response

  Date: 01/14/2025

  Hi *******,

  Your feedback has been received. As we explained to you via email, we have cancelled your membership and refunded the $275.00 you were charged on 01/12/2025. We are unfortunately unable to refund your December payment because you did not submit your Membership Cancellation form in time, so we were unable to cancel your membership in time. We do require a Membership Cancellation form to be submitted at least 7 days before your billing date. We hope you understand why we came to this conclusion and wish you the best on your skin journey. 

  Have a great day,

  -SL Support 

• Initial Complaint

  Date:01/03/2025

  Type:Product 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.

  My partner purchased a Skin Laundry gift card as a present for me. However, I have recently been battling many skin issues that I have seen three separate specialized dermatologists for that are unfortunately not solvable. My dermatologist advised me not to proceed with any treatments with Skin Laundry. I find it predatory that gift cards are non refundable if a customer is not medically able to proceed with treatments.

  Business Response

  Date: 01/03/2025

  Hello Maddie,

  Your feedback has been received. We want to assist you but we are not finding your account in our system under the email address you provided. Can you please send us an email at ****************************** and we can assist you further. 

  Regards,

  -SL Support 

  Customer Answer

  Date: 01/07/2025

  I do not have an account but reached out via email to no response yet.

  Business Response

  Date: 01/08/2025

  Hello Maddie,

  We have received your email at ****************************** and we are working on your inquiry for you. Will continue to speak to you over email. 

  Regards,

  -SL Support

  Customer Answer

  Date: 01/12/2025

  Skin Laundry's team reached out and was open to rectifying the situation and I appreciate their prompt attention. I'm satisfied with the resolution from them.

• Initial Complaint

  Date:12/27/2024

  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.

  On Sept 23rd I visited Skin Laundry and was told I would benefit from a membership. The membership would be of 3 months where I had to commit to that time and after the 3 months we would decide if I needed to continue. The membership would be $250 a month. In November I couldn't go to my appointment due to health issues one being I had hives all over my face. We rescheduled it for Dec 2nd and another one for December 30th because of the timing needed between treatments. On Dec 23rd I noticed that they were charging me for a 4th month. I informed them that I only agreed to 3 months. They said I couldn't go to my Dec 30th appointment unless I paid for next month. I told them I already paid for Dec and that I didn't go in Nov. And after my next appointment I no longer want to continue going. The manager said I couldn't cancel membership until I filled out a form, which by the way I was never informed of. She also said it won't get canceled until I pay for the month of January regardless if I won't be returning and that I would continue to be charged month by month adding on more money. I also explained that I have a treatment left that I paid for. She said that was my problem for rescheduling my appointment. I told her if I would of been informed about needing to fill out a form at a certain time limit I would of definitely done that. I was never told this and she said that was a lie. No one explained that after the 3 month contract they would just automatically continue to charge membership. I was looking back in my emails and I was never sent a written contract and every receipt that was sent only spoke about late, no show, and canceled appointment fees. No information on membership. The contract was word of mouth and they are not being forth coming with their membership. All I ask for is refund for Nov and to erase the Jan bill I never agreed to.

  Business Response

  Date: 01/02/2025

  Hello *******, Your feedback has been received. Upon checking your account, you signed up for your membership on 09/23/2024 for a 3-month minimum membership. This means when you first sign up, you must commit to the first three months. During those three months, changes to your account is prevented. This is also to track your progress/results. After your first three months, you can downgrade, freeze or cancel. Your membership is an automatic monthly payment, until you request to cancel. Stated in the 3rd paragraph labeled "membership Term" in your Membership Contract that you signed which states:

  
  "If you are a new or returning member, you agree to the initial Membership term established at the time of booking and as set forth on your Customer Profile from the Effective Date ("Minimum Term"). During the Minimum Term, you will not cancel your Membership or downgrade your Membership service level. After the Minimum Term for new members or if you are an existing member, your Membership shall automatically renew on the monthly anniversary date of the Effective Date ("Billing Date"), unless otherwise modified or cancelled by you or terminated by Skin Laundry in accordance with these Terms." 
  Your last membership payment was on 11/25/24. This covers your treatments from 11/25/24-12/25/24 and a payment would have needed to be made to cover your 12/30/24 treatment. We cannot refund you for your November payment as this is against the contract you signed (please see attached). In the 4th paragraph labeled "Monthly Fees" it states:

  
  "All Payments Non-Refundable. You are responsible for and will be automatically charged the current monthly fee associated with your selected membership tier ("Monthly Membership Fee") on the Billing Date, unless your Membership is cancelled by you or terminated by Skin Laundry in accordance with these Terms."
  

  
  

  Customer Answer

  Date: 01/02/2025

  I wasn't told about being charged after the 3 months. Employee only told me that I would be locked in for 3 months. Nowhere did she explain about freezing or cancelling membership after 3 months if I didn't wish to continue. Thats all she said and then told me to sign. I was never given or sent the contract. Yes it was my responsibility to make it to my November treatment unfortunately I couldn't make it. Pretty cruel not to help a customer and was very rude over the phone when all I asked was to let me do a treatment because I paid for the month prior. 

  Business Response

  Date: 01/03/2025

  Hello *******,

  The membership has a 3-month commitment, not only for 3 months. I have sent you your membership contract that you signed that states if you do not cancel, your subscription will continue automatically. The employee was not wrong, you were locked in for 3 months where you could not cancel. After that, you would need to submit a cancellation form in order to cancel your membership. Our cancellation policy is located in your contract and on our website. We never state that your membership will cancel automatically after the 3 month period. Everything was included in your Membership contract and we went over every detail before you signed up. Just like any membership, you must utilize it while you are signed up and we are not obligated to refund you just because you could not come in for a treatment within a 30 day period. 

  Regards,

  -SL Support 

  Customer Answer

  Date: 01/07/2025

  Ok the refund I can somewhat understand,  but again the contract was not given to me to read. She only explained about me committing to 3 months. I was not explained about how to cancel if I decided I didn't want to continue.  The contract was never emailed me to either. If that would.of been the case theni would of done that. So I shouldn't have to pay for the 4th month. And to refuse my cancelation  is terrible on your part. I was not explained this and it's obvious this is something yous do all the time as I see multiple people complaining about the same thing. Yous are tricking people into contracts without explaining in full details. 

• Initial Complaint

  Date:11/07/2024

  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 8/28/2024 @ 12:28 pm, I called the Westport, CT Skin Laundry location at (475) 253-3720. I had a membership in your Westport, CT. In August, I was in a position of soon being unemployed. I called on 8/28/2024 @ 12:28 pm to cancel my membership and asked very pointed questions such as, what I needed to do or fill out. Whomever I spoke with told me I was all set. With a business such as Skin Laundry and its reputation, I believed that to be true. on 11/6/24, I noticed that the $175 monthly fee was still being withdrawn. I understand that the September fee was close but in no way shape or form should the October 6 and November 6 fee have been pulled. I called the Westport office today, 11/7/2024 and they claim not to know who was working on 8/28/2024 @ 12:28 pm who would have spoken to me AND they cannot, in any way, shape or form issue a refund for October and November. they claim not to be able to refund the money and they have no idea who was working on that day I called. This is absurd. How do they not know who was working AND how can they not refund money. This is a scam. They don't provide people with the appropriate information when they call and they hope nobody notices.

• Initial Complaint

  Date:09/06/2024

  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.

  I have had a subscription for treatment that can only be done 1/month - its $350 a month.About 9 months ago they started having challenges with their laser and started cancelling appointments - I stacked up 6 appointments because of their constant cancellations and since I can only do once a month according to their policy, I cannot possibly catch these up so I asked for a refund for the 6 I was billed for and did not receive service for. They committed to stop billing until I caught up but they only did that for 2 months and then cancelled 2 more times and I am back to having 6 unused sessions. Its $2100. I will be spending alot of time in ****** as my mom broke her hip so I agreed to redeem as I am in town which I extended my weekend trip a day to have a treatment today and once again they cancelled last minute. I want a refund so I can actually go somewhere and get the treatment - I do not want any more credits - I just want a refund for the services they billed me for and cancelled. I have attached the 5 text messages for cancellations, the 6th was a phone call.

  Business Response

  Date: 09/09/2024

  Hello ********,

   

  Your feedback has been received. Our clinic manager gave you a call on 09/03/2024 and refunded you 2 months of membership that is equal to 6 credits. We explained that we could not refund the third month because you used your credit on a Neck and Chest treatment on 06/29/2024. The clinic manager gave you another call after speaking with our nurse and you did not pick up, so they left  a voicemail. We sincerely apologize that we have had issues with our machine. Your last appointment was not cancelled due to this, but because our AC went out. We texted you and offered to still have you come in or to go to our ******** location, but you refused these options. Please note, whenever a client cancels their membership, they forfeit any unused credits. We have set it up that you can still redeem these 2 credits as a courtesy due to the cancellations you experienced. We welcome you to redeem your last credits whenever you are in town, but unfortunately, we cannot refund you the last 2 credits as this is against our company policy and we have already bent the rules to accommodate you. Please feel free to reach out to the clinic and we can make sure to get your scheduled when you are back in town. Have a great day.

• Initial Complaint

  Date:07/25/2024

  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 signed a 4 month contract with skin laundry for $275 a month. On the contract it states I am allowed to have a procedure every 7 days. I was scheduling my appointments for every 7 days (4 procedures a month). After 2 months, the manager started to try and trick me into not getting as many procedures. One week, she offered my next appointment to be on the 10th day. I declined and asked for an appointment on the 7th day instead which she then scheduled. The next appointment, she lied saying they were all booked and had no available appointments on the 7th day. I called a few hours later and talked with a different employee and they said they had availability all day for this day. This back and forth of trying to get me to not come every 7 days, went on for 3 weeks more. They finally decided to tell me that my contract said a procedure was permitted every 10 days. This is a lie (please see attached contract). The contract also states that skin laundry has the right to change the regulations but have to provide a written statement of the change and I have to approve it. This was never the case with them, I was never told the change from 7 to 10 days between procedures. Other employees of this business have told me that the manager is running the business this way and trying to get money from customers. I have paid for 3 months of this and I am asking that my contract end now and I not pay the 4th month, and I no longer get procedures. I want nothing to do with this scam. Attached is my contract.

  Business Response

  Date: 07/25/2024

  Hello ******,

  We sincerely apologize for any inconvenience this may have caused you. We are constantly striving to perfect our medical protocols and our medical team rendered that with our treatments work better for clients with a 10 day social downtime. This was communicated to you via email as we informed all of our clients of this change. The clinic manager apologized for the change and sent you the Membership Cancellation form, and as soon as you fill this out, we can get your membership cancelled. Have a great day! 

  Regards,

  -SL Support 

  Customer Answer

  Date: 07/25/2024

  Hello,

  I would like proof as to when I received this email with this change. I have looked at every email sent by skin laundry and they do not mention this change. I have a detailed timeline of each appointment and each email I received and document I signed  

  Regardless, I was lied to and the contract was broken. The manager of the skin laundry told me that there were no appointments on the 7th day, she did not tell me that there was a change in protocol. I found out the day after that there were appointments available on the 7th day and so it was not truthful. Implementing a 10 day policy was not communicated.

  It breaks the contract I signed so I will not be paying my 4th month. Yes, I did cancel my membership, however there is still a 4th month I have left on my contract. The company broke the contract and the location needs to honor the mistake made and not continue with the 4th month. I feel as though this is what is fair.
  

  Business Response

  Date: 07/29/2024

  Hello ******,

   

  We are working on this issue for you, would you be able to email us at ****************************** so we can assist you further?

   

  -SL Support

  Customer Answer

  Date: 08/09/2024

  Hello,

  In order to protect myself from wrong doing by the company, communication regarding the issue can be solved through the BBB so it can be reviewed. Contacting me privately without the BBB is defeating the purpose of my right as a consumer to have a third party review the situation, such as the BBB. What other matter needs to be resolved ? I am simply asking that my 4 month contract end after the 3 months I paid for because the company violated the agreement made. Violating a contract means I will not hold my end of the deal as well. In the original documents, I highlighted the terms of the contract skin laundry williamsburg violated. If you think Skin Laundry did not violate the contract, then please attach the evidence so my attorney and the BBB can review it. But as I stated, we are talking about one singular month in my contract. I dont understand why it has to escalate to this over one month of membership. 

  Business Response

  Date: 09/04/2024

  Hello ******,

  Your membership has been cancelled since 07/30/2024. You were not charged for the 4th month in your contract. We changed our protocol from 7 to 10 days as this was what our medical team felt was best for our clients. There was an email sent out to explain this change, we apologize if you did not receive it. We explained this to you in clinic and cancelled your membership like you asked. You were only charged for the 3 months, and nothing else. Have a great day! 

   

  -SL Support

• Initial Complaint

  Date:07/17/2024

  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.

  I went once for a trial facial in April 2024 and enjoyed the service. They were running a promotion on new memberships, but I was about to travel internationally for a few weeks so I said, can I start a membership on late May (several weeks after my first visit). In the meantime I got laid off so I made sure to call when I got back to the US but about a week before the membership was supposed to start, to cancel the membership. The woman on the other line said absolutely no problem, your card shouldn't be charged or if for some reason the cancellation doesn't go through right away, we'll refund you right away. I thought this was taken care of, but then a few weeks later I saw multiple charges on my card, for what looks like half a month's membership fee ($137.50) 10 days after my initial visit, plus the full membership fee on the day that the membership was supposed to start. When I called again in mid June asking about the charges, the employee said "oh actually there's a 4 month membership minimum" - which I was never informed about initially. I never received any emails confirming when my membership was supposed to start, or a receipt the times my card was charged. When I brought up my previous conversation with another employee, she dismissed it and said we've had some changes in our staff. If I had known there was a 4 month minimum I wouldn't have signed up in the first place, or they should have told me the first time I tried to cancel and I would've continued to get my money's worth for those 4 months. Given the situation I decided to dispute the charges with my bank. I got a call back from the location manager about a week or two later, who apologized and said not to worry, they would refund my two unused membership charges. Now in mid-July, I got a call from my bank saying that the merchant was maintaining that the charges were valid! Skin Laundry is two-faced and is still trying to charge me for services not rendered after saying they would refund me!

  Business Response

  Date: 07/18/2024

  Hello *****,

  We appreciate you taking the time to provide your feedback for us. We apologize for any inconvenience this may have caused you. We are unable to refund at this time because you have disputed the charge on your end. Please send us an email at ****************************** and we can work with you to get you refunded. Look forward to hearing from your, have a great day.

  -SL Support

  Customer Answer

  Date: 07/18/2024

  Skin Laundry pushed back against my bank after I disputed the charge, after the manager of the location I went to verbally said they would refund me and resolve the issue. Theres no guarantee that I would receive a refund if I dropped the dispute.

  Business Response

  Date: 07/19/2024

  Hello *****,

   

  Our company company policy states that we cannot issue a refund with an open dispute to avoid a double refund. If you could please email us at ****************************** so we can get the dispute removed and refund you. We are trying to assist you in the refund that you are requesting, and this is the only way you will be refunded at this point. At your earliest convenience, send us an email and we can get started on the next steps. 

  -SL Support 

• Initial Complaint

  Date:06/23/2024

  Type:Billing 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 signed up for a Skin Laundry membership on February 21, 2024 with the expressed intent that I would be completing only the 4 month minimum time commitment since I would be moving in June. The first 3 visits that I had to the clinic were cancelled on the same day of the appointment due to the thermo fractional tool being unavailable. I paid a full month of membership despite not being able to get any use of the membership within the first 30 days of membership due to no fault of my own. At that point I requested that my membership be cancelled and I was lenient to accept the second month being "free" for the tremendous inconvenience of the first month of appointments being cancelled. At the start of the membership as well as at the time of accepting the "free" month in compensation, I made it clear that I would be moving after 4 months and at no time was I made aware that I would have had to extend my membership beyond the 4 month minimum. Thirty days before the end of my membership (at the end of the 3 month ***** I made it clear that I needed to cancel my membership due to me moving out of state. At that time, the receptionist made it clear that this would not be an issue and that cancellation would be canceled before my last visit. Further, in the next 3 subsequent visits, I asked for my membership to be cancelled since I would be moving and I was assured by the staff that it would be taken care of. At no point did any staff indicate that there would be a problem with canceling my membership at the 4 month **** or send me a message relaying that information. Only after I moved did the clinic wait to charge me another month of membership and notify me that my membership would not be cancelled. This issue should have been brought up in any of the four visits when I requested to cancel my membership so that we could have discussed this in person instead of charging me automatically and notifying me after the fact.

  Business Response

  Date: 06/26/2024

  Hello ******,

  We appreciate you taking the time to share your feedback with us. Upon checking your account, I do see that we have already refunded your June payment from 06/21/2024 in the amount of $275. Usually, when members are in the 4-month contract and freeze a month, we extend their membership because it states that you need 4 payments to complete the contract minimum. We sincerely apologize for any inconvenience this may have caused you. Have a great day! 

  -SL Support 

• Initial Complaint

  Date:03/28/2024

  Type:Billing 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 signed up for a 4 month membership for $250.00 per month. The first month was great, but when the second month came around, the ********* location in ******** kept constantly cancelling my appointments last minute (3 in a row) and I was forced to make an appointment at the Burlingame location, 30 minutes away. Each treatment has a period of ***** days in between treatments, so imaging having to wait 2+ weeks for an appointment to have it canceled, and then it takes another 2 weeks to get another appointment for that one to cancel and then the cycle continues. Although I was paying for the membership, I could not get any treatments done. I spoke to someone through text message about my concerns and she froze the membership dues for a month so I wouldn't be charged for February (Attached). Then come March, my payment failed and I realized that I had a new card, so I logged into my account and changed my payment information so I could pay for March. They took out $250 on 3/26 and I thought everything was fine, until I got another failed message even though the money was withdrawn from my bank account. I notified them to confirm that they have the correct card. The employee said they have to change the card that reflects the membership and I explained that's fine, but I want to make sure I do not get charged twice. On 3/28, they charged me another $250. When I called to get a refund because I was charged twice in error, the employee said one was for February (my attached text from them states I am not getting charged for February). So they charged me $500 for March. I had my membership canceled, but they will not honor it for the last month I paid because it is canceled now. I need them to reimburse the $500, I originally wanted $250, but they will not allow me to use it the last month that I paid.

  Business Response

  Date: 03/29/2024

  Hello,

  I have spoken with the clinic and you will still be able to use your membership through the end of April, which gives you over a month free to make up for cancellations or rescheduling. We have you scheduled for your Power Duo treatment on the 19th, so you are good to go with that appointment. Our clinic manager ******* is going to be reaching out to you to assist you further with this issue. You will receive a phone call shortly. We sincerely apologize for any miscommunication on our end. You are a valued client and we are going to do what we can to make this right for you. Have a great day!