ComplaintsforA Better You Esthetics and Vein Center, LLC

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Alicia B***** home practice in ***** *****, she told me new patients can get a retouch free of charge, if the toxin does not fully take. I notified her that it did not take in all areas. Alicia told me to Wait another two to three weeks. I reached back out again, she was on vacation. When finally getting an appt, she did not mention until after she charged me, that she only honors touch ups within two months. I never received a receipt or details about how much of any product she injects, which I had other uneasiness about. I tried to resolve this with her, however she initially became confused with which patient I was and then refused to make an adjustment, even though I provided her with a history of our communication, and her failure to share her policies, and presented unsure of my client history and which products she injected me with.

  Business response

  08/16/2023

  Initially saw client on 3/11/23.  Correspondence through text starts Jan 19,2023 asking for an initial appointment after multiple attempts to get her in she finally was able to make 3/11/23. At that appointment she received ******* and paid $454 after getting a $50 off coupon (text thread starts 1/19/23).  She reached out on 3/20 stating she needed areas of touch up and I responded immediately to wait 2-3 full weeks before corrections.  She reached out again 4/29 (Saturday) stating she did not have the results she had in past and told her I was away till that Tues to reach out on Wednesday and I would take a look.  She reached out again following Sat 5/6 and I offered her to come in Mon 5/8 at 3:15, or Sat 5/13.  She takes two days to get back takes the 5/13 appt then cancels on Fri 5/12.  Offered again on 6/6 appt she could not do, offered 6/13, 6/28 she wanted specific time/day in Guilford finally agreed on 6/20 in Guilford location after I accommodated that day.   I saw her June 20th where we changed product as she felt ******* did not work and used ******* (******) and paid $420 with a $40 coupon.  She was given a f/u appt at that time for 7/12 then texted saying she could not make that appt so gave her 7/25, she wanted then to come in on 6/27 but I stated it was too soon that's why I gave her a July appt before she left.  Saw her on 7/10 opened a new syringe of lip filler (she was not happy with result and not sure if we had any left from 6/20 for which I did not charge her for a new syringe and also added 8 units of ***** no charge and no charge for my time.  She then texted mid to end of July asking for a full refund because she did not get the results she was looking for,  I explained ***** usually lasts anywhere from 2-3 months and people then may have some movement.  She was questioning why she would need a full treatment after 3 months?  I always retouch up people within 3 weeks if there is complete movement without charging but when you wait 2-3 months no.  I have multiple text threads to support the above.  

  Customer response

  08/17/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  the response is not accurate.
  my initial visit was in a small closet in her basement, in which I questioned how much product she injected, she assured me to return for free if I was not satisfied with the result, however I had to give it at least two weeks. I reached out at two weeks, she told me to wait longer. I had family health circumstances and needed an appt closest to my home in Guilford, she offered me an appt without stating I would be charged at that date. I suspect this provider injects with products she does not keep record of, I was never provided a receipt with units and products. The provider is rushed, and appears disorganized with her bag of products, last time I saw her I became concerned as she reached in her bag looking for the needle from my previous visit, I asked if they were labeled with names, she could not find mine, and said she was using a sample from *****, evidently she used ******* according to her text messages to me and then changed her mind and said *****.

  The BBB thought this may be an issue with the Department of Health given it’s a medical service.
  I was never provided with documentation of what had been injected, and how much.

   

  Attached are text messages in which 

  
  Sincerely,
  
  **** *****

  Customer response

  08/17/2023

  I would like to further add that upon my second visit, when I asked for the areas to be treated, she stated her reluctance that I may bruise, and its not worth it. a skilled injector would not say this. She added that there was a lot of product left in the syringe, and I could return in a few weeks if i wished to use more, I texted that the opened product i fully paid for was good for a month. When I returned (given she initially injected next to nothing), she could not find it in her traveling bag, that's when she said she would use a sample the company gives her. again, I have no knowledge of products used, this is not professional especially for a medical provider, no receipts of transactions are provided as well.

  Business response

  08/21/2023

  I have text messages saved on my phone starting Thur Jan 19, 2023.  I currently carry syringes, filler, cleaning solution such as Puracyn, baby wipes and gloves with me.  However each location West Haven, Guilford and my home in ***** ***** have product refrigerated and reversal agents if needed.  I have been in business since 2007 with a reputable practice.  This client just wanted money back as she was not happy.  I will be happy to provide the entire text thread giving multiple times she was offered an appointment and also alternatives to my partner who is also an APRN.  She was given an appt 3/28 at 3:30?  She wanted West Haven, given 3/17 at 1:45.  Couldn't make either asked what day time preferable?  She wanted to know the experience of my APRN partner and then asked if prices were the same?  Was given Sat appts, she could not make those.Then texted back she came on 3/11/23.  She texted back on 3/20 stating ******* worked perfect for forehead however crows feet not great.  I told her to wait 2-3 weeks if no change can add more sometimes one area kicks in quicker and she was happy with that response.   She texted back and gave her 5/8, 5/13, she finally accepted 5/13 appt.  on 5/12 she cancelled, gave her 6/6, then again 6/28. She texted again 5/23 and again gave her another day 6/20, she did not respond back until 6/2 from 5/23.  At this point it had been way over the time to see the initial results if they did actually take or she needed a touch up.  If she had come in sooner on the multiple dates given we would have touched up no charge however she didn't even send a picture to show product did not take or she did not get response she was looking for.  Also on the 6/20 visit she then did more ***** and a filler.  I did give her free product and a touch up after the 7/10 visit.  I also give a receipt by phone text or email.  Some clients decline receipt as they say its on their CC statement.  I also tell all my clients the cost prior to me doing any injections for which she was told on the June visit with a $40 coupon.  She was in agreement of the cost before we did anything, only after the fact she was complaining even after I gave her a free treatment with touch up and filler on 7/10.   To me she is not happy with results and is looking for a full refund for which some people do not get the results they are aiming for but no negligence or adverse event was made.  I am a professional with an extremely busy practice for over 15 years and practice with professionalism and within the guidelines of my scope of practice with the highest of standards.  

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