ComplaintsforHela Spa PLLC

• Initial Complaint

  09/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried to resolve this several times with the business a few months ago to no avail, people should be warned of their shady business practices. I came in for a $250 service, I didn't agree to and wasn't told I would walk out with a bill a thousand dollars more- $1,250. You can see the adjustment on the receipt. The injections ruined my face, I tried several times to work with the office to remedy since this happened but they only offered a $250 credit with their spa that distorted my face. The receipt attached said we want you to be 100% satisfied with Hela but they really couldn't care less. I spent 20 minutes at the counter right after saying this wasn't what I agreed to after this purchase, they wouldn't even let me pay over time. I called several times but only was offered a small credit after I left a negative review. I hope people stop falling for their predatory business practices. Additionally, they added private information about my services on a public site

  Business response

  09/30/2021

  Dear BBB,  We received a negative review on **** from ********* ************ in January 2021 and asked her to contact our office as we were and are so willing to help her.  
  
  Her complaint was from a service she had with us on October 2019.  This was the first time we heard of her dissatisfaction -two years later!  As well,  the practitioner she's complained about has not worked with us for a year and a half. 
  
  Our pricing is transparent on our menus and posted on our website.  We believe this is an excellent practice that keeps communication clear--many others do not do this. 
  
  ****** subsequently emailed us on 1/28/21 and we responded immediately offering her to come in and meet with our founder/medical director, Dr. D************* who is a remarkably able, seasoned in the field.
  
  ****** said she could not come in the office as she had moved from the area. ****** also said that she posted a review and it was taken down by us. 
  
  We have never had a fiduciary relationship with **** or any online review platform. It is impossible for us to take down any reviews as we cannot access review sites to make any edits. 
  
  She also claimed to have met someone at her gym who also had a similar complaint and issue with a review taken down. When she did not want to meet for a conversation with Dr. D************* we still wanted to do the right thing and offer her a complimentary $250 credit toward any service on her next time in. 
  
  We did not hear from her again until she posted a negative ****** Business review on September 24, 2021 to which we responded we are sorry to hear about her complaint  from 2019 (2 years later).  
  
  We again offered the opportunity for a meeting follow up to speak with our founder/medical director to resolve this. We do not issue credits without a proper meeting and conversation and prefer to meet in-person so we can field the complaint.  We are an established business that has consistently provided outstanding service to our community.  Our offer still stands for ****** to have a meeting with Dr. D************* to address her dissatisfaction. 

*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. ↩