ComplaintsforKibali Med Spa

• Initial Complaint

  09/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 2 I went to this spa. They sold me a package for Vivaci facials. After the first facial, I was unhappy. Although I signed a contract I asked for a refund. They agreed to refund 2500. I still have not received this refund.

  Business response

  09/17/2024

  Thank you for contacting us. ****** did purchase a series of 6 Vivace treatments on 5/2/2024. Patient has completed 2 vivace treatments and did not want to proceed with the treatment she had purchased. ********** exchanged her services and attempted to refund $2500. Patient agreed to the exchange of services and refund of $2500. 

  ********** has attempted to refund ****** **** on 5/2/2023, 7/8/2024 and on 8/16/2024.  Patient needs to provide a valid credit card to be reimbursed. 

  Patient was at our office 9/12/2024- ********** attempted to refund the $2500 back onto her card but the credit card provided is not valid. We have instructed the patient to provide our office with a valid credit card to be reimbursed and to call her bank to resolve the issue on her card.

  Thank you Kindly,

  Accounting Department

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  05/04/23 I paid total of $4,725.00 for 2 services: Sculpsure 3x for $2,925.00 and Viora V form 6TX for $1,800.00. First and foremost, the company never offered its menu or a price list. Their sales representative just showed (inflated) prices on their iPad and suggested if I didn't sign that day, I would not have again offered this price. Later when I took the spa menu from the counter, I realized that the prices are not as discounted as it seemed at first. As for the first service, 1 treatment is listed as $750 therefore 3 of them would be $2,250. They explained I was treating 2 areas even though I switched to only 1 and I told them. Also, the treatment says we would lose up to 24% of fat and I lost nearly just 1 inch. The second treatment, V form, says in the menu that is 50 min treatment, and 4 out of 6 were just 25 min. When I complained they said that my body reached the desired temperature and sometimes these treatments take even 15 min. Only one of their therapists completed the full 50 minutes. I did not lose any inches on this one. Although the results are not guaranteed, which probably says in their small print, they suggested I continue with treatments for at least 6 additional sessions to see better progress. Since this is the first time ever I am filling a complaint with BBB, I would take any settlement that the Bureau thinks is appropriate. I am aware that Kibali Med provided the service and that I surrendered to their pressure sales tactics. Since the results are almost nonexistent, I would prefer a refund, I will welcome the Bureau's decision. Thank you.

  Business response

  07/28/2023

  Thank you for reaching out and unfortunately, we apologize for not meeting the client's expectations.

  We had explained to the client our menu prices which indicate starting price per treatment. Depends on area/areas treated/formula/s used/applicators required. For the ** FORM treatment the client purchased 6 treatments for legs, back of legs, and side of legs, which are considered 3 large areas. Client paid $1800 for 6 treatments. If the client were to pay according to our Spa menu, a total of 6 treatments, for 3 areas, individually, she would have paid $7200. The price the client paid for 6 treatments on a package plan is $1800 and is not "inflated" as the client states. 

  The client also did purchase 3 SCULPSURE treatments in the amount of $2925. Our spa menu does indicate a starting price of $750 which is for 2 paddles to be used. The client used 4 laser paddles for her abdomen for each of her individual treatments. By using the spa menu and paying for each service individually, she would have paid $1500 for only one service using 4 paddles. If she would have paid for the services individually according to our spa menu, her total would have been $4500. The client only paid $2925 which is not "inflated" as the client states.

  Prices for Sculpsure and **form can be easily researched online on websites such as realself.com, google.com, and our pricing is extremely competitive.

  The client also mentioned that her treatments were not a "full 50 minutes". We do not sell medical services based on time. Our main concern is client safety and patient experience. As much as we would like to provide longer services for our **form treatments, it is not possible. The use of Radio Frequency Technology must reach a body temperature of ***** degree Celsius. If we were to go longer, there would be a risk of complications. We do not want to harm our clients. Client safety is our priority. 

  The client did sign multiple consent forms which clearly state and explain: the procedure, potential benefits, risks, and alternative treatment options available. Client was made aware by our consents forms; the practice of medicine is not an exact science and no results have been guaranteed.

  We're more than happy to have the client return for an evaluation of her results. But unfortunately, we are unable to provide a refund since all services have been rendered. Client can contact us customer service at *************. We can provide all documentation of services rendered and client consent forms, if needed. 

  Customer response

  08/04/2023

   
  Complaint: 20375089
  
  I am rejecting this response because: Their response is exactly what my complaint is it about. Their presentation as their explanation is ambiguous. There is no indication in the menu that the price of one treatment is for 2 paddles (Sculpsure). One would believe that the machine that with 4 pedals, all used on one area, be considered as one treatment, which is $750. 

  Also for the * form, too, one would consider the legs (thighs) to be treated as a whole, not just one side, especially since the menu specifies it is 50 min treatment. Radio Frequency can and is adjusted by a technician performing the treatment, and they control the temperature. A technician can comfortably perform 50 min treatment on both legs, which 3 out of 6 treatments they did utilized the whole 50 min. 

  My complaint for the services is that in the first one I was overcharged and made to believe by their pressure sales tactics that I am getting a deal when by their menu prices it was less money. And for the second treatment I believe I did not receive full service as described in the menu.

  Sincerely,
  
  ***********************************

  Business response

  08/08/2023

  Thank you once again for reaching out. 

  As the client has uploaded our menu; ALL treatments have an "*" listed beside them. There is also a clear indication that the "*" indicates starting pricing per treatment and/or depends on area/areas treated/formula used/applicators required. 

  This is CLEARLY stated in our menu- which the patient has uploaded. This was clearly communicated to the client while she was at our office. This was also shown to the client. Once again, the patient can research pricing of our services on realself.com and google.com; Our prices are competitively priced for ************** area.

  Our menu was uploaded to this response to show the "*" beside all services and the definition of the "*" which; "indicates starting price per treatment. Depends on area/areas treated/formula used/applicators required.

  Once again the client can reach out to customer service department at ************ for further help.

  Customer response

  08/08/2023

   
  Complaint: 20375089
  
  I am rejecting this response because:

  The treatment in question, SCULPSURE - $750 doesn't have * next to it. Therefore, the Business explanation does not apply to this complaint.

  The treatment VIAORA is not about the price but about the fulfilment of the treatment. It is described as a 50 min treatment and I received 25 min treatment in 3 out of 6 visits. 

   

  Sincerely,
  
  ***********************************

  Customer response

  08/22/2023

  I am adding to this complaint that the company forged the document to get credit card dispute in their favor. When the credit card company sent me the document it was the first time I saw it in that current form. The document with my signature without their subsequent words were never given to me by Kibali Medical probably to hide their corrupt and predatory behavior. More shockingly, they asked me to sign a form on their iPad which I declined to do. I advised with the legal council, which they confirmed that I do not need to sign anything else. When I asked why I needed to sign it again, Kibali said it was the same form just transferring into online forms. As soon as I told Kibali what my attorney told me, they backed up. I have email chain to proof of our correspondence regarding that incident. It is obvious that this business would do anything to deceive their customers and are based on dishonest practices.

  Business response

  08/28/2023

  Thank you again for reaching out.
  

  We have explained multiple times to the client and via the BBB Portal, that the ***** V-FORM treatment is not time based. Once the treatment area reaches between ***** degree Celsius the treatment must end. For the safety of all patients during this treatment we carefully monitor the temperature of the treatment area not to exceed above ***** degree Celsius.

  the following has been copied directly from the manufacture's website about ***** V-FORM;

  "V-FORM Body Contouring and Cellulite Reduction: How long does a treatment session last?
  Each treatment area is treated during ***** minutes."

  manufactures website for the above copied quote: www.vioralife.com

  Also as we have responded regarding the SCULPSURE treatment, the client used a total of 4 paddles for each of her 3 treatments. The price listed on our menu depicts the price for 2 paddles. Two paddles are generally done on a "small area" and "four paddles" are more commonly used for "large areas" 

  The client can reach our customer service department by calling ************ for further assistance.  

   

   

   

  Customer response

  08/31/2023

   
  Complaint: 20375089
  
  I am rejecting this response because: False advertising. In addition to it, Kibali Med forged a document to avoid refund for the services they never provided. On the forged document they claimed that they completed services on 5/11/23 and I was not seen on that day for a treatment.
  
  Sincerely,
  
  ***********************************

  Customer response

  09/01/2023

  Dear All, 

  Although the claim is closed, my complaint that Kibali Medical Spa submitted forged document to the Care Credit was never addressed. Kibali claims that they provided a service which I never received. I tried to call the business to talk to them about it, but they shut me down saying their customer service will call me back. I asked for the customer service number and they did not provided. IN addition to all of these, the BBB representative/case agent ******* called me personally and yelled at me trying to resolved this ongoing dispute. Although I appreciate the gesture, I would have rather not to be called and disturbed during my work hours. My coworker was in the office and could her the agent screaming on the phone. 

*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. ↩