Complaints

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:11/13/2024

  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 Spectrum website they listed the price of service for liposuction and did not honor the price instead they removed that ad and said they changed the price even though I provided a screenshot of the price that was shown for service

  Business Response

  Date: 11/22/2024

  Good afternoon

  
  The first thing wed like to point out is that the price on our website has not been removed. It remains on our site in the corresponding section for this service. 
  Regarding the price that Ms. ***** has been offered, the price on the website is not listed as a set price for all Liposuction procedures. It is instead a starting price for possibly 1 area of Liposuction, and even then the actual price varies since our prices are tailor-made to each patients anatomy. Cosmetic surgery is still surgery, so it is far different than buying pants in a retail store. It is sadly not possible to offer the same price for all types of Liposuction for all types of bodies, considering that shapes and sizes vary and therefore surgical hours vary and the challenge to achieve results vary. To receive an exact price is why we offer the option to go through a free consultation.
  
  
  That said, Ms. ***** was actually interested in Liposuction 360, which involves liposuction in several different areas around the torso. We have a section on the website as you can see in the attachment that clearly states that the starting price WITHOUT anesthesia cost is $2500, a section that Ms. ***** has apparently overlooked. There can be no refund since Ms. ***** was never charged for any service and has so far been in contact with our sales department for free.
  

  
  

• Initial Complaint

  Date:08/29/2024

  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 paid $5000 for a breast reduction, lift & change out old implants for new ones in November of 22. Immediately after I was not happy I had to dig stitches out of my breast.. my breast were still as big & sagged & now with horrible scars. I called immediately and they said give it 6 months so I did & then called back. I sent pictures and he agreed to do a revision for another $1500 so I paid it..my surgery was supposed to be in January of 24 well the day before my surgery they canceled & I asked for my money *********** refused saying I was only allowed back $500. Ive called Ive emailed & its now Aug of 24 and I still have not received any refund & cant even get them to answer my calls. Please help me.! I feel Im Entitled to a full refund and my email said only $500 will be kept but I really need help.

  Business Response

  Date: 09/12/2024

  9/12/2024
  
  To whom it may concern: 
  
  On 11/21/2023 patient **** ***** **** signed a Revision contract valid for 6 months (5/21/2024) with Spectrum Aesthetics. Patient **** ***** **** chose 01/09/2024 as her revision surgery date. 
  
  Due to safety protocols, Spectrum Aesthetics needs to receive medical documentation (orders are provided by Spectrum Aesthetics) to see if the patient is cleared for surgery. This documentation needs to be sent two weeks prior to the schedule surgery date.
  
  On 1/3/2024, one week prior to the schedule surgery date, Spectrum Aesthetics called patient **** ***** **** to find out the status of her medical documentation. The call was not answered and the patient was sent a Cancellation Notice email.
  
  This email states: "... Regrettably, your upcoming surgery has been cancelled due to non-receipt of your Blood Work and Medical Clearance/EKG. These are mandatory and should have been received 2 weeks prior to surgery."
  
  At the time the patient was not entitled to a refund. As per **** ***** **** surgical contract: " No show day of surgery will cause all payments submitted to Spectrum Image to be forfeited without refund ". However, patient **** ***** **** had a valid revision contract until 5/21/2024. 
  
  Patient **** ***** **** was aware she had a valid contract until 5/21/2024, however, her medical documentation was never provided, again. Patient is not entitled to a refund because she missed her surgery date the first time and now she has an expired contract. 
  
  

• Initial Complaint

  Date:08/28/2024

  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've made numerous attempts to contact Spectrum regarding my refund, and although they have reached out to me, they stop responding whenever I mention the refund. Despite my repeated efforts, they have not addressed my concerns. After discovering that this company was founded by individuals with criminal backgrounds, it is now clear why they are avoiding resolution. I am requesting the return of my $1,500, especially since I did not proceed with the surgery, and their lack of response is unacceptable.

  Business Response

  Date: 09/20/2024

  9/20/2024
  
  
  To whom it may concern:
  
  On 6/24/2021 patient ******* *** ***** signed a surgical contract with Spectrum Aesthetics valid for 24 months (6/24/2023). She made $500 initial deposit.
  
  
  On 9/9/2021 she deposited another $500. Patient completed her minimum deposit for surgery ($1000) and chose 11/5/2021 as her surgery date. Later the patient decided to reschedule her surgery date to 1/5/2022 and she paid a $500 RESCHEDULING FEE. 
  

  ******* *** ***** stated on her BBB claim I did not proceed with the surgery.

  
  As per statement G. 9 of ******* *** ***** surgical contract:  No show day of surgery will cause all payments submitted to Spectrum Image to be forfeited without refund.

  
  As per statement G9 and since patient ******* *** ***** has an expired contract, she is not entitled to any refund.
  

  
  

• Initial Complaint

  Date:08/22/2024

  Type:Order 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 a contract with spectrum to have a lipo360 with JPlasma and BBL including arm and thigh lipo on October 10 2024. Total amount was $4700 as long as surgery is done this year. In the process of reviewing the contract i discovered that there is a $500 charge to change dates if it fell withing 60days to surgery date so i contacted spectrum to tell them i would rather wait as i wasnt 100 percent sure of the date they offered but my care coordinator ******* said I could change dates at anytime without penalty as long as the surgery will be done within this year, she just needs me to sign and make the initial $250 deposit to lock in the price, so I did exactly that. However my primary care doctor would not clear me for *** as I had a failed one in 2020 done by Dr ***** in spectrum whom also said then that she wouldn't do a revision due to my tight skin and scar tissues. I also had fat necrosis. I have brought this to the attention of spectrum and told them I do not mind doing only the **** without BBL with also the possibility to move my date forward due to me being on weight loss injections currently and surgery would have to wait until later this year. They said the will move the date forward but they are only adjust payment by a $100 without the ***. Which means i pay $4600 for only ****; which i Refused. They keep transferring me from person to person without resolving the issue, they have also canceled my initial date. This is very wrong and unacceptable. I want a reasonable price adjustment or my full refund of $250

  Business Response

  Date: 09/25/2024

  9/25/2024
  
  To whom it may concern:
  
  On 05/17/2024 ***************** ******* signed a surgical contract with Spectrum Aesthetics for a promotional price valid for 12 months and set her surgery date as 10/09/2024 through her surgical coordinator. On 08/09/2024 Ms. ******* informed us she wanted to reschedule her procedure, days after we had sent her the preoperative tests all of our patients must get done as part of the process. The rescheduling department contacted her and only then she commented her surgical coordinator had allegedly informed her she could reschedule with no fee when her contract has not one but 3 statements mentioning the fee, specifically in Page 1, last item on the List of Items section and more importantly on Page 3, Section F, Item 7:
  
  If Patient reschedules, either date, surgeon and/or procedure, 60 days or less before the surgery date, patient will be subject to a $500 rescheduling fee. Rescheduling fees are not eligible for refund.
  It was on this day that she mentioned her weight loss treatment for the first time, even after going through a medical questionnaire before:
  
  Medications? If "Yes," which ones?:
  Over the counter supplement
  
  Although this procedure is classified as Elective Surgery, it is a medical procedure nonetheless and we ask patients to be as clear as possible about medical conditions and medications. Despite this scenario, on 08/09/2024 the patient was actually offered the option to waive the fee and only make a payment towards her surgery instead provided she stops her treatment within a specified timeframe before surgery for safety, to which the patient agreed and scheduled to make this payment in 2 weeks. 
  
  On 08/12/2024 we contacted the patient to follow-up and she commented she would make the payment on 08/19/2024 to set her new date.
  
  On 08/13/2024 seeing that the patient clearly stated she did not want to proceed with her surgery for 10/09/2024 but to reschedule instead, she was informed we would be closing that appointment to which she agreed
  
  On the afternoon of 08/20/24 Ms. ******* called stating she had spoken with her PCP who, according to her statement, seemed to have changed the patients mind regarding the surgery in her contract, recommending her to have Liposuction only instead of a ***. Her coordinator took her case and sent her information for evaluation.
  Only a day later the patient called, upset that she hadnt received the evaluation results, going to the point of threatening to get her money back if she didnt receive an answer. Keep in mind our evaluations may take up to 48 hours.
  
  Its important to note that the clause that bound the patients price to this year exists because this type of promotional offer can only be held for this year. If the patient were to choose to sign a new contract, this special, temporary promotional price would be lost and regular prices would apply. Despite this being the case, the patient was still being offered J-Plasma essentially for free with her new quote which also included 2 extra areas of Liposuction. With this in mind, on 08/22/2024 Ms. ******* was called by the head of the sales department to go through prices and other options to which she replied she wanted a refund since she knows that if she sends a medical letter we will give her the money back. An hour later the ****************** was informing Ms. ******* about the protocol for the medical letter she had mentioned she wanted to send, letting her know the letter would have to be evaluated by our medical team.
  
  On 08/26/2024 Ms. ******* called our ************** once more (a first-time interaction the female staff member described as rude in caps), not mentioning her refund or her medical letter at any point, stating we were not helping her and accusing the staff of avoiding the situation. Ten minutes later the ****************** called Ms. ******* but there was no response. 5 minutes later her coordinator called her once more and the patient stated she apparently no longer wanted a refund but to have Liposuction only, with no extra areas or J-Plasma for $4000. Ms. ******* scheduled a call for 08/27/2024 to make the payment towards surgery to set a new date for November.
  
  On 08/27/2024 the coordinator called Ms. ******* but there was no response once more.
  
  We have offered several options to the patient every step of the way, but Ms. ******* has rejected every single one despite the clinic making one arrangement after the other to accommodate her. It would seem as if the patient was only interested in using the mention of a refund and reviews to set her own price for a new contract.
  
  

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22183156
  
  I am rejecting this response because: The finance department never sent a letter for my doctor to sign like he said. In fact I never heard back from spectrum until a week after I reach back out to them. I insisted on speaking to the coordinator as she hadn't returned my multiple calls and voice messages. After speaking to her she agreed that the price adjustment was unreasonable and knocked it down to 4000 but that I have to make an extra deposit to have a new date. This was insane. Spectrum will say something over the phone and tell you not to worry about what's on the contract because it can be adjusted but this turned out to be a big LIE in my case and the coordinator infact told me not to worry about rescheduling after the 60 days because I clearly told her I wasn't sure of the dates she was offering at the moment where she sent the contract,  she had called over 6 times same day to continuosly ask me to sign so that the price can be locked in, which is a way to coarse someone to do something. Yes, I started my weight loss program 2 months ago, which was after I signed with contract and I contacted Spectrum.Again, Spectrum told me it's fine and I just shouldn't take the weight loss injection 2 weeks prior to surgery. They are forcing me to do a surgery against my will and my doctors recommendation. May I mention that I was botched before by Dr ******* at Spectrum and was left with no option but to deal with it on my own even after sending them multiple pictures in 2020. They said my skin was too tight hence wasn't a good fit for revision, so why am i suddenly now a perfect fit?? Because they will say anything for the money! This time they also tried to pin her on me which I refused! I have been the one reaching out to Spectrum, up until last week, i called and no one ever answers, its like they have blocked my number. I'm yet to see the letter from them requesting a signature from my primary care doctor. I will gladly go have it signed if that's what is required to get my money back.

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

  Business Response

  Date: 09/26/2024

  09/26/2024

  
  The ****************** is not in charge of medical documentation. It is the responsibility of the patient to send her own medical documentation as clearly stated on page 2, Section VI of the contract:

  
  VI. Laboratory Testing & Medical Clearance

  
  Spectrums responsibility is to evaluate said results from a medical standpoint by the right department and it will be the medical team who will determine if her letter contains valid information, a condition that will not improve and will not allow the patient to have surgery for example, to begin a refund application. This has not happened so far. The last contact attempt we have record of is dated Aug 28, 2024. Right when her coordinator tried to connect with her.

  
  The surgical procedure in the contract can be adjusted, but it is not up to the patient to decide the price that will be offered by the Surgeon and Spectrum, especially after looking to forfeit a promotional price. Ms. ******** coordinator did agree to a reduction in the price but to a Liposuction only contract, not including any extra areas. Hence the $4000 offer. And the payment towards surgery was something she had already agreed on. Spectrum is NOT forcing the patient to have any type of surgery, it was the patient who paid, agreed and signed a contract which included a specific procedure and is now trying to decide the price that the clinic must offer for an unforeseen change of procedure.
  

  
  

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22183156
  
  I am rejecting this response because: The blatant lies spectrum tells amazes me! If the financial department have nothing to do with it why then did they give me a call and the representative said he was going to email me immediately he hung up to request what is needed from my primary doctor? I have been the one reaching out to spectrum please see attached for the call trails I put out to them without any responses. I even sent the coordinator an email on August 22 and got no response! I called back again before she called me back negotiating the amount. After my doctor said she would not clear me for surgery, I considered removing the bbl because from my experience with spectrum they will throw a feet about my deposit if I cancel totally. However since this whole situation, I have been treated very horribly by the different representatives I spoke with. I need to know what spectrum needs from my primary care doctor and I for them to refund my deposit. I do not feel safe going against my doctor's recommendation. Please see attached for call trails and reference email. 

  Just a FYI, I did accidentally call spectrum today as I was screenshoting the call history but canceld it immediately. 
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 10/09/2024

  Our Reply:
  
  10/09/2024
  To whom it may concern:
  
  #1 Doctors Letter
  
  The patient is very aware that she needs to send medical documentation to support any so far alleged medical condition preventing her from having surgery to begin a refund process. Not only is medical information not related to the finance department, the patient has gone through the process of sending medical documentation before (a process that ended up with her being granted a refund at the time) and she has also expressed the intention to send this letter in the latest interaction she had with the ****************** (see attached), with absolutely no record of ****************** informing her they would supposedly send a doctors letter for her to sign. Again, this is not only not among their responsibilities but the patient has gone through the process before, she is aware of how the process works thanks to us informing her now and her previous experience.

  
  #2 Surgery price

  
  As we have already left very clear in our previous message, the price was indeed adjusted seeking a middle ground between the patients preference and the clinics price structure. Ms. ******* even admits this on her latest message I called back again before she called me back negotiating the amount 
  Ultimately, Ms. ******* simply doesnt seem to want to follow any of the possible steps in any direction regardless of how many options are offered and how many exceptions are made to accommodate her.

  
  She claims we are supposedly forcing her to have surgery:

  They are forcing me to do a surgery against my will and my doctors recommendation.

   but admits we offered her to change procedures and complains about her date being cancelled:

   They said they will move the date forward [...] without the BBL.
  they have also canceled my initial date. This is very wrong and unacceptable

   

  She has been informed multiple times she must send a doctors letter to apply for a refund since 8/22, even going as far as saying she will send it, proving she is aware of the by now obvious fact she must do so if she means to apply, but has not done so yet, as it if was somehow the clinics responsibility to prove she cannot have surgery.

   

  She claims we made only a $100 adjustment to the price, arguing it wasnt enough for her:

  Which means i pay $4600 for only LIPO; which i Refused.

  But also complains about being offered a lower price:

  and knocked it down to 4000 [...] This was insane

   

   She claims she was lied to about possible alleged adjustments to the ** policy:

  Spectrum will [...] tell you not to worry about what's on the contract because it can be adjusted but this turned out to be a big LIE in my case

   But complains when we offer her exactly that, an adjustment to the ** fee, offering her to make a minimum payment towards her surgery balance:

  I have to make an extra deposit to have a new date. This was insane.

   

  Patient has information, tools and options. We wanted to provide her with the services she has been requesting, but Ms. ********* actions don't seem directed towards an agreeable solution so far.

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22183156
  
  I am rejecting this response because: while spectrum's argument is based on false information,I have gotten a letter from my cardiologist which i just to sent spectrum, advising against proceeding with this surgery. I have also attached letter here. I do need my money refunded and be done with spectrum for good.
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 10/23/2024

  10/23/2024

  
  To whom it may concern:
  
  As Ms. ******* has stated in her reply, we received a letter on 10/14/2024, which was immediately sent to the Medical Team for review. That day they made at least 2 calls to the facility on the note to confirm, and ultimately the patients provider was not able to confirm the appointment reflected on this document. That afternoon, Ms. ******* was informed by our ****************** that they would give her an update once we received feedback from her facility.
  
  On 10/15/2024 the facility provided feedback to the medical team that led to them sharing the case with Management. With the information shared by the patients provider and with other departments involved at that point, the process ended up taking longer than initially expected. This was informed to Ms. ******* on 10/17/2024.

  On 10/21/2024 Ms. ******* was contacted by the ****************** once more, to let her know we had finally confirmed with her facility that they had no records of her visit, or any other this month or recently. Ms. ******* was asked to connect with them and keep us updated for the process to move forward. The first step in scenarios such as this one is always Verification of Medical Documents, and we would need this matter solved to continue...
  

  
  

• Initial Complaint

  Date:08/09/2024

  Type:Order 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 10/06/24 I signed a contract at Spectrum Aesthetics for an Abdominoplasty after a Free consultation that they advertise. I sent my pictures, my choice was doctor *********************** .I deposit $250 on 10/06/23 plus I paid other $250 on May 29/24 .I got a confirmation date on June 28/24 that surgery was aproved for July 26 24. I did all my exams ,paid copayments to see my pcp and endocrinology to get their clearence for this surgery , I cancelled all my jobs for August because I was going to have this surgery until I received a call for my coodinator that doctor ******* was going to take days off and was not able to do the surgery.We spoke about another doctor but unfortunate she has a dad practice and got scare.(red flag) I spoke with ******* and asked for a refund since was not my fault because doctor did not wanted to work that week .She called me and said they will refund me .But later that day a person called ***** from finances told me that they do not return money because they have this policy of a $1000 not refundable and they will keep my $500 and should not worry abut other $500 that I suppose to pay .They canceled my surgery I was getting ready following all the process and they just canceled and say I have until October 24 for this surgery its not easy to reeschedule a surgery and also I lost all respect and creditable for this place ! Bad practice scammers they do a contract that only benefits them and when you talked to them about what contract said they told you lies that finance department will see each case !They want the $1000 or all money they can get and if anything happened the patient paid. Just a disgusting way to do busines !

  Business Response

  Date: 08/12/2024

  8/12/2024
  

  To whom it may concern:
  
  Patient ************************* signed a surgical contract valid for 12 months with Spectrum Aesthetics on Oct 20, 2023. And made a $250 initial deposit part of the $1000 minimum deposit ALL patients have to complete before their pre op appointment.  
  
  Patient ************************* chose July 26, 2024 as her surgery date, however, her surgeon  adjust his schedule and was not able to perform her surgery on her desired date. Patient was informed she could choose another surgeon or choose a new surgery date. Patient has a valid contract until Oct 20, 2024. Spectrum Aesthetics understand is not easy to book a surgery from scratch so, since this was not her fault, she was given the chance to apply for a contract extension WITHOUT ANY FEE if she does not figure out a date until July 26, 2024. Patient was never told she had until Oct 20, 2024 to have surgery, quite the opposite we were trying to give her some alternatives. 
  
  As per ************************* surgical contract:
  
  "The total minimum Deposit is a NON-REFUNDABLE fee of $1000 The initial deposit is included in the NON-REFUNDABLE FEE. and compensates Spectrum for expenses related to the first consultation, coordinators time, and all pre-op consults prior to surgery."
  

  "Spectrum reserves the right to change the surgery date and/or substitute the surgeon for another licensed surgeon. If such substitution occurs, the Patient will receive notice..."
  
  Since patient ************************* has a valid contract, we will love to have her as patient in the future. 
  
  
  
  

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22120946
  
  I am rejecting this response because:

  When your coodinators people talked about this contract ( We as patients asked many question prior or after signed the contract they make you belived that the finance department will see  each patient  case for any refund money with more commun sense .I specially asked them about what happen if my doctors do not give the clearence and make me belived that will be easier the procces of return money. This was not the case but you have this unilateral contract that only benefit one side ! YOU ONLY. You do not have a clear contract to understant that you keep the money even if your part has canceled  .I understant if a patient  do all ! And does not show on surgery date of course patient is  responsible . But if you canceled the date on the surguery you broke the contract ! Not me....I have mostly all organized !  I lost my time with your office . I lost money ! I cancelled my job that I could not get back after you cancel my surgery because your doctor was on break after confirming my surgery date ! I lost all their credibilily in their business they can canceled you any time and wanted to change your doctor if he is not available . Even I learned you can travel there and they can change your doctor ! That is scary ! I search reviews of the other doctor you wanted me to have surgery with and even found  a bad practice resulting in a dead patient . I search more about your office and found more bad reviews from patients ! I can not accept another year contract that would be ridiculous! I do not thrust you ! You called me and told me you would refund my money! And hours later called me again that you will keep it. 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/23/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 contract for a $4200 fee to have a breast lift with breast augmentation-silicone implants. Additional fees were paid for a hernia repair, lipo suction surgery and a tummy tuck! The doctor did not perform the breast lift to his own avail, which resulted in a refund of $4200 owed back to me, (contract was signed showing I was owed this back to me for the entire breast surgery). When I signed the contract I was made aware the silicone implants was the cheapest part of the surgery, where the silicone implants without a lift was only about a $600 difference! When I spoke with finance they had me sign a document agreeing to refund me $4200 since they were able to review the doctor notes and discovered I did not receive the lift only the implants! I did not receive the $4200, I received $1600 which is a $2600 discrepancy! If there had been an error they should have discussed this with me where we could have re-reviewed the contract and came to an agreement about the $2600 difference! I was already told by spectrum directly that what I had surgery done for was only $600! I was not even aware until the day of my surgery that they didnt have mail practice insurance and then doctor fails to provide the lift that I paid good money for, I did not agree for the surgery not to be performed and was not even told he didnt perform it until I asked! I am being ripped off on my return especially considering it was not my choice to not have it done! I want my money back, as going in for surgery again is not in my best interest nor do I want it done let alone done by them! I also emails I can upload as proof if needed!

• Initial Complaint

  Date:03/08/2024

  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.

  Stay Away !!!!! If your care about your TIME , MONEY and HEALTH !!! These people are a Joke Ive dealt with nothing but complete chaos and lies from the beginning to setting up my appointment , which I cancelled immediately after finding out they were lying . To think they are even considerate due to the fact people are spending their hard earned money and planned months to year on hotels , flights , accommodations etc . I Thank god I never paid the Full $1,000 they kept insisting before the appointment because unfortunately through other reviews others could not get there money back . Everything sounds and seems so convenient using the app that they advertise that is until you pay for your contract ( for me )$250 and appointment SX date $100 as well , mind you because of the reviews I wasnt comfortable and told them I would pay the remaining $750 in office giving the benefit of the doubt because of how good the The Surgeon was just pay to secure my spot , But thank god I chose that route . They seem professional but are not and my original coordinator who set me up with everything I was told no longer worked there and that was Automatically a red flag because there a reason to everything , Ive dealt with over 6 coordinators pretty unprofessional literally anyone who will pick up . Also the clearance department, refund department and complaints are all run by the same individuals its such a Joke . Literally a SCAM ! There are way more professional Surgeons out there and even with the communication my OWN Medical Doctor had with them she immediately told me to find someone else and dont follow through and highly concerned with slot of their practices . Its Hard to reach them after you pay I could go on and on . From sending me info with another Surgeons name, assuming the surgeon I originally booked with changed without my consent and etc. But I thank god for all the Red Flags because my Surgery was only one month away . I am Demanding a REFUND !!!

  Business Response

  Date: 03/21/2024

  To whom it may concern: 
  
  Patient ******* ************************* signed a surgical contract on 5/2023 to have surgery with Spectrum Aesthetics. Usually all of our surgical contract are valid for 12 months, however, patient ******* ************************* was offered a 24 months contract. 

  On 5/18/2023 she made an initial of $250 and on 11/3/2024 she made another $100 deposited toward her surgery. As per our contracts, all patients needs to complete a minimum deposit of a $1000.
  On statement "A" of patient ******* ************************* surgical contract states: "The total
  minimum Deposit is a NON-REFUNDABLE fee of $1000 The initial deposit is included in the NON-REFUNDABLE FEE".
  
  Patient ******* ************************* has paid $300 of her $1000 minimum deposit toward her surgery balance, as per the surgical contract ******* ************************* signed, she is not entitled for a refund. 
  
  
  
  

  Customer Answer

  Date: 03/23/2024

   
  Complaint: 21406194
  
  I am rejecting this response because: As stated before  . Everything sounds and seems so convenient using the app that they advertise that is until you pay for your contract ( for me )$250 and appointment SX date $100 as well , $350 in total not $300 / mind you because of the reviews I wasnt comfortable and told them I would pay the remaining $750 in office giving the benefit of the doubt because of how good the The Surgeon was just pay to secure my spot , But thank god I chose that route . They seem professional but are not and my original coordinator who set me up with everything I was told no longer worked there and that was Automatically a red flag because there a reason to everything , Ive dealt with over 6 coordinators pretty unprofessional literally anyone who will pick up . Also the clearance department, refund department and complaints are all run by the same individuals its such a Joke . Literally a SCAM ! There are way more professional Surgeons out there and even with the communication my OWN Medical Doctor had with them she immediately told me to find someone else and dont follow through and highly concerned with slot of their practices . Its Hard to reach them after you pay I could go on and on . From sending me info with another Surgeons name, assuming the surgeon I originally booked with changed without my consent and etc. But I thank god for all the Red Flags because my Surgery was only one month away .
  
  Sincerely,
  
  Tay Banks

• Initial Complaint

  Date:02/15/2024

  Type:Order 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 had a contract which outlines a refund policy that involves retaining a deposit of $1,000. However, I was surprised to learn that there's an additional policy in place regarding the retention of funds beyond the deposit upon contract expiration. This policy wasn't communicated to me during the signing of the contract, nor is it documented within our agreement and it was NEVER stated at any point. In Addition to the deposit I paid $3880 to bring my cost down at the time of surgery and this company is trying to steal my money. My contract clearly states a refund policy and NEVER mentions if the contract expires they keep my money.

  Business Response

  Date: 02/28/2024

  2/28/2024
  To whom it may concern:
  
  On 01/30/2019 Patient *************************** signed a surgical contract to have surgery with Spectrum Aesthetics. She was supposed to have surgery on 06/04/2019.
  Patient applied for a contract extension and she signed a NEW surgical contract valid for 9 months on 06/09/2020 to have surgery 01/06/2021. 
  
  On Dec 21, 2020 Spectrum Aesthetics sent a cancellation email due to lack of documents/pending clearance.
  
  Patient contract expired 3/2021. 
  
  As per ************************* & Refund Policy" of the surgical contract Patient *************************** signed: "Cancelations 29 days or less before surgery date are
  not eligible for a refund".
  

  Patient asked for a refund on 2/2024, 3 years since her contract expired, Spectrum Aesthetics told Ms *************************** everything would have been different if she had requested a refund at the time her contract was valid.
  

  Attached is patient *************************** signed contracts (2, already expired), payment receipts from 2019 and the cancellation email she received due to no documents/pending clearance. 

  
  
  

  
  

• Initial Complaint

  Date:02/01/2024

  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 booked a surgery with ******* in August 2023 for surgery January 2024. He had just done my friend surgery in March 2023 at a 11.5 hemoglobin with a cell saver. They called me in November saying ******* no longer accepts 11.5 hemoglobin and to switch doctors. I didnt want any other doctors there so I was gonna go elsewhere. Im anemic and Ive had a bbl, tummy tuck, chin lipo, breast reduction all before and I know for a fact I would never be able to get to 12. They called me back days later saying he would accept me with 11.5 with cell saver. I finally got 11.5 and they told me ******* was refusing to do my surgery after already agreeing he would do it at 11.5 as long as I got a cell saver. The manager of the preop said he was putting in a request for me to get a refund and it will have to be approved. I havent heard from them since. They havent been responding to my emails or calls. I ended up booking at New Life the next day and I had a bbl, arm lipo, and inner thigh lipo at another clinic with no complications and i just want my money back. They are refusing to give me my money stating that they only agreed for me to switch surgeons not a refund. I dont want any other surgeons there. If he couldnt do it why would yall make me spend 3 months looking forward to surgery until its time and I get refused.

  Business Response

  Date: 02/21/2024

  Patient *********************************** made and initial $250 deposit toward her surgery on  9/27/2023, two days letter she signed her surgical contract.
  
  Statement "A" of her surgical contract states: "The total minimum Deposit is a NON-REFUNDABLE fee of $1000 The initial deposit is included in the NON-REFUNDABLE FEE".
  
  On 01/08/2024, patient made a second deposit of $250.
  
  Patient *********************************** was supposed to have surgery on Wed Jan 24, 2024. Patient hemoglobin levels were not as expected and since the surgeon patient *********************************** chose believed it wont be a good idea for him to perform the surgery (due to patient's safety and well being), Spectrum Aesthetics gave pt *********************************** the option to chose a new surgeon. 
  
  Statement "D" of *********************************** surgical contract clearly states that: "Spectrum reserves the right to change the surgery date and/or substitute the surgeon for another licensed surgeon".
  
  Patient *********************************** was offered 3 different surgeons to have surgery with. 
  
  Since patient did not surpassed our minimum deposit ($1000) **** and just completed $500 payments toward her surgery she is not entitled to a refund.
  
  Attached is *********************************** surgical contract. 
  
  
  

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21231845
  
  I am rejecting this response because:
  
  you guys contract says ***** so why wasnt ***** accepted when I initially booked the surgery and scheduled my date? When I called and spoke to finance the week before surgery he told me to pay an additional $250 to use care credit in which I did. So since the doctor refused my surgery I want my money back. Refusing my surgery wasnt in the contract either so whats the point of the contract? I told him I wasnt able to get to 12 in which he agreed to doing my surgery at 11.5 with a cell saver. So once I finally got to 11.5 he refused my surgery. Just refund my money.
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/13/2024

  On Statement "D" of *********************************** surgical contract says that: "Spectrum reserves the right to change the surgery date and/or substitute the surgeon for another licensed surgeon". In this case, patient was offered 3 different surgeons to have surgery with. 

  Customer Answer

  Date: 03/17/2024

   
  Complaint: 21231845
  
  I am rejecting this response because:

  if I rejected 3 different surgeons obviously I did not like their work. You cant force surgeons on me just because the one I wanted refused my surgery. Thats not how life works. Just refund my money. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/19/2024

  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 paid to get surgery done, I have a binding contract as to what services would be provided to me, my surgeon did not preform the main service which is lipo 360 to my stomach.I paid for this service and he wanted me to pay him in cash, which I did. Hes admitted to not providing my stomach lipo and slammed the door and yelled at me today, saying he will not be giving me a refund He completely scammed me and I have the initial contract agreement stating lipo 360 to my stomach would be done

  Customer Answer

  Date: 01/20/2024

  No lipo 360 done, arms and thighs were barely touched.

  I overpaid and got lied to as to what my contract is that I paid for.

  i want some money back since 360 lipo was not even done, it should of been substituted to something else OR refunded for lipo 360

   

  *************** screamed in the office and walked out when I told him the problem and that I would like money back for the work that was not done.

   

  i have all of this on video & will be posting to social media & news if this does not get revolved 

  Customer Answer

  Date: 01/20/2024

  No lipo 360 done, arms and thighs were barely touched.

  I overpaid and got lied to as to what my contract is that I paid for.

  i want some money back since 360 lipo was not even done, it should of been substituted to something else OR refunded for lipo 360

   

  *************** screamed in the office and walked out when I told him the problem and that I would like money back for the work that was not done.

   

  i have all of this on video & will be posting to social media & news if this does not get revolved 

  Business Response

  Date: 01/26/2024

  We object to being called a scam as we have performed the Surgery as planned. As with any Surgical Intervention, surgical process, method, etc will be determined at the Surgeon's discretion based on his years of expertise. Surgeon determines if an area of lipo should be intervened to provide better results to the Patient. Patient does not state at any point in her complaint that she was informed that results would be minimum due to several factors. Patient has maintained communication with us trying to resolve any pending issue with her case. We are currently reviewing the medical documentation and have spoken with the Surgeon. We will be performing a refund to the Patient should any areas not have been performed as planned. We are still working out the details with the Patient but will refund accordingly if this is the case. As with any positive resolution, both parties are working to resolve any pending matters. Our business will not keep funds for services that have not been provided.

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21172566
  
  I am rejecting this response because:

  I have still not received any refund, legal action along with social media, and news outlets will be involved if I do not receive a refund immediately.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/01/2024

  Patient was about to receive a Refund, however we have received a Bank Dispute. Which shows that the Patient does not want to resolve amicably. Once a Bank Dispute is received, as per her signed Contract, we will not refund any amount. However, we have requested the patient to cancel the Dispute so that we can resolve this without involving any other parties. We are waiting on the Patient to cancel the dispute.