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:04/26/2025

  Type:Service or Repair 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.

  I was scheduled to have a *** with ** ****** on May 26th 2025. Avana emailed me to tell me the appointment is canceled because the ** won't be in the office that week. I am a NY resident. I have already paid in full for all of my accommodations and I cannot change any of the dates. Refunds are not available for my flights, ******, or the nurse I paid to come care for me so once I was told my appointment is canceled I found a new doctor at a different facility. Who could do my surgery on the same day. I've asked Avana to process my cancellation multiple times because I need a refund immediately. I have spoken to about 10 representatives and they all say something different. One lied and said the refund policy is a ***** day turn around time, except she sent me the policy and it reads. I should receive my refund within 30 days. But Avana will not process my refund and instead keep offering me new dates to have my surgery with their surgeon. I've already began paying for a new surgeon and I just need my money from them. I requested to speak to a supervisor, so many times too, and I finally got one on the phone last night. Her only answer to me is that she will look into why all of this is happening. It's all happening because they cancelled my surgery and are now giving me a hard time while holding my funds. They have been very rude and unprofessional telling so many lies and I'm mentally taxed dealing with this. Please help me retrieve the $2,400 I've paid to them.

  Business Response

  Date: 04/28/2025

  Thank you for contacting us and for your patience during this process.
  We would like to confirm that your refund request has been received and is being processed. Due to the inconvenience caused by the cancellation of your procedure, we will be refunding your full amount without applying any cancellation fees.
  Our team is actively working on finalizing the refund, and you will receive the $2,400 as requested.
  Please allow a short time for the transaction to complete. We will send you a confirmation once the refund has been issued.
  Again, we sincerely apologize for the inconvenience you experienced, and we appreciate your understanding.
  If you have any further questions, please feel free to contact us.
  Sincerely,

  Refund Department.

  Avana Plastic 

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23253160
  
  I am rejecting this response because:

  The screenshots I've uploaded are from right now this present moment. My portal still reflects. I have a surgery coming up in 27 days and my refund status still reflects that it was requested and the amount has been approved. As per Avana's contract, I should receive my refund within 30 days of the date I requested it. I requested a refund at least five days ago. Are you please able to expedite my refund so that my funds can be transferred over to the facility that is able to do my procedure on the date I've planned and paid for? Please that's all I ask is to expedite the refund and for it to reflect in my portal that it's processing.
  
  Sincerely,
  
  India ********

  Customer Answer

  Date: 04/28/2025

  There is no refund processing. At 9:09 AM, which was literally just 10 minutes ago. I received an email from Avana saying that I need to have the balance of my surgery paid by May 5. It also reads "Failure to make payment in full within the allotted time will result in your surgery date being cancelled or rescheduled and can result in your account incurring penalty fees."

  Business Response

  Date: 05/01/2025

  Thank you for allowing us the opportunity to clarify and address the concerns raised.

  The patient's full refund has been successfully processed and should have already been received in their bank account. If the refund has not yet posted, we recommend checking with the financial institution for processing times, as delays can occasionally occur depending on the bank.
  The email sent regarding an outstanding balance and payment deadline was triggered by our automated messaging system and was sent in error. This message does not apply to the patient, as their account has already been resolved. We sincerely apologize for any confusion caused by our automated email system. If further assistance is needed, please contact our office directly and we'd be more than happy to provide our assistance.

  Avana Plastic Surgery

  ************

  
  

  Customer Answer

  Date: 05/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  India ********

• Initial Complaint

  Date:04/23/2025

  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.

  On September 2024, I inquired about a body sculpting surgery from Avana Plastic Surgery, which they priced for me at ******** Dollars. Withing that month, I signed and completed documents they required to proceed with the procedure which was to be perform in December 20th 2024. Throughout the months, I signed other required documents via Docu-sign and paid installments that were required to be in full before November 25th, 2024. I should note, I did sign a document indicating that if for any reason the surgery shall be cancelled, a ****** Dollars cancelation fee will be charged. During the month of November and December, the pre-surgery medical studies requested by Avana Plastic Surgery to be performed by my primary doctor resulted in the discovery of medical complications. Those complications later prevented me from going through with the surgery, as the risk were too high. Avana Plastic Surgery was informed of my doctor's denial for surgery, (a requirement of Avana) which resulted in me not being able to get the surgery and cancel. After informing Avana of my case, I proceeded to request a refund. I was later informed that the refund would take 60 days which I found to be unfair. Later I found out that the actually meant 60 business days which I though to be also unfair. On Feb 18th after I emailed the company, I received an email that only 36 days had past therefore my refund was still unavailable. On march 19 I emailed again informing them that the 60 days were up, and still no refund. I then contacted the company and they informed me that by Aril 17th, my refund of ******* Dollars would be in my account. Today April 23rd, I still have no refund and the status on their website still says pending. This is very unfair and I believe that the company needs to be investigated as this seems to be an on-going issue with many others. I have been patient and they appear to be taking advantage of many requiring a refund.

  Business Response

  Date: 04/25/2025

  Dear  Representative,
  Thank you for the opportunity to respond to the patients concerns.
  We would like to clarify that the patients refund has been processed in full, without any cancellation fees or deductions. Although our standard policy allows for a cancellation fee, in this case, due to the inconvenience caused by the delay, we made the decision to issue the refund for the total amount paid.
  We sincerely apologize for any frustration this situation may have caused and are pleased to confirm that the matter has been fully resolved.
  Please let us know if any additional information is required.
  Sincerely,
  Avana Plastic Surgery

  Customer Answer

  Date: 04/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/07/2025

  Type:Customer Service 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.

  In 2021, I paid the 250 deposit + 3.5k which was 1/2 of the BA surgery that was originally scheduled, due to health concerns I was unable to proceed and changed my BA procedure in 2022 to BBL procedure in 25. I submitted a refund request 1/1/25. I was e-mailed 1/9 from Avana asking if I wanted to reschedule or postpone. I told them NO and asked if there would be any problem because the card I originally used expired last year and I had closed out that particular bank, so I added a new payment and made a small payment with my active card (and bank) to ensure my refund would be placed onto my active card and I have not received an email correspondence back since then. I called on my 30th day and was told refunds take 60 days and they dont count weekends or holidays. So today (3/31) being my 60th day including holidays and weekends, I am currently on hold trying to get ahold of the refund department, to be told by a front desk worker that my banking information is probably the reasoning my refund is taking more than 60 days and if I want a check it would take an additional 30 days but the refund department should reach out to you shortly. Today (4/3) Ive now called 4 days in a row (on top of the 2 months of unanswered email correspondence) trying to reach a resolution before filing this complaint. Ive been told EVERY day that the refund department will be calling you tomorrow and a new one (on 4/1) that my refund is scheduled to be sent in 4 days. Now today I FINALLY get transferred customer service that helps the refund department that notifies me that Im on the list for April but cant tell me an exact date. Telling me Im barely over my refund date. SHE THEN PROCEEDS TO TELL ME I WILL HAVE TO WAIT FOR A CHECK because they refund to original payment only, THEY ACCEPT PAYMENTS FROM MORE THAN ONE SOURCE, SO SHOULD BE ABLE TO REFUND WHICHEVER SOURCE I MF CHOOSE. So now I will be waiting ****** days total for 3k and will be filing for my losses.

  Business Response

  Date: 04/22/2025

  We appreciate the opportunity to respond to this complaint.
  The patient submitted a refund request on January 1, 2025. As per our policy, all refunds are processed within 3060 business days and must be issued to the original method of payment, as disclosed in our signed agreement.
  In this case, the original payment card was no longer active, and the patient requested the refund be processed to a different account. However, for security and compliance reasons, we cannot issue refunds to alternative cards or accounts that are not linked to the original transaction. Therefore, after verifying with the patient and receiving updated mailing information, a paper check was processed and mailed to the address the patient provided.
  We regret any inconvenience the processing timeline may have caused, but we followed all internal protocols to ensure the refund was issued securely and to the correct recipient.
  At this time, the refund has been completed and sent to the address provided by the patient. If there are any issues with receiving or cashing the check, we are happy to assist further....

   

  Regards,

  Avana Plastic Surgery

  Customer Answer

  Date: 04/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have received my refund and would like to close this complaint and thank the business
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:04/02/2025

  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.

  Paid deposit for a surgery with this center and discovered many unsafe medical inconsistencies including a switch in surgeons to a doctor not certified in plastic surgery. Requested a refund of fees paid and told my deposit would be refunded as stated in in policy which was never given to me. The only refund policy emailed to me, after documents were signed (here attached), states refunds are to be requested via portal, which I did and will be refunded to original form of payment within 30 to 60 days. All forms of communication are recorded with center to align with my claim including multiple calls and emails with various departments and managers all whose main interest was just to schedule a surgery regardless of my concerns w office and medical inconsistencies.

  Business Response

  Date: 04/28/2025

  Hello *****,
  Thank you for your patience throughout this process. We would like to confirm that your refund has been successfully processed and returned to your original form of payment.
  We acknowledge your concerns and appreciate you bringing them to our attention. If you have any additional questions or need further assistance, please do not hesitate to contact us.
  
  Avana Plastic Surgery
  ************
  

  Customer Answer

  Date: 04/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair 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 paid for ********** lipo 4500 They proceeded to make pay in full before even being cleared. I did that. Once i went to pre op day before surgery I seen the doctor he stated he could do it. I then asked about my breast could I add that one I added that on at pre op , next day was surgery on that day I explained that I did not want the chin lipo I had gotten nervous about doing anything to my face. So I backed out of the chin lipo. once coming out of surgery I was so not feeling good going into post op day after surgery I realized my **** still look the same as It did before surgery immediately I noticed so in post op the doctor comes in the room I instantly says what happen to my bbl. I look the same His words were well ******** there wasnt any fat for me to do anything I tried so of course Im like that should have been stated at pre op , He then proceed to ask well what do you want me to do. Of course refund me but Im guessing they want your money so they doesnt even try telling you no they cant do it at pre op They just still try an poke on trying to get something. I recorded the ** stated that it was nothing there to take. So once all of this Im asking for my refund on the bbl an my refund on the chin lipo they goes to say the chin lipo an bbl was a combo which it wasnt when I booked I have pictures of my paper work from their office my bbl was only 3600 so why was I charged 4500 for bbl an chin lipo ? , then you say chin lipo was a combo if so how did it go up to 4500 , I honestly just want my refund. I didnt receive a bbl neither chin lipo. I dont want my refund for my breast because I clearly see he did do them but the bbl an chin lipo I dont have money to throw away like that this is so so wrong. An their giving me a hard time. Im looking into an lawyer

• Initial Complaint

  Date:03/08/2025

  Type:Product 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.

  They said my refund would be processed in 30 to 60 days, but it's been 60 days, and I havent received it. I first requested the refund in December, but they barely responded until January. I reached out for any updates twice via email, they haven't responded back

• Initial Complaint

  Date:02/27/2025

  Type:Sales and Advertising 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 requested a refund for a procedure that I had prepaid in full and had to cancel due to the storms last year and not being able to reschedule. I applied for cancelation and a refund in September 2024 and was told that it would take ***** business days. It is now the end of February 2025, and I have not received any refund and have been charged a $500 dollar cancelation fee, although I canceled before any service outside of a phone call. I have called numerous times, and every phone call is the same. I am escalating this, and you should hear back within the same business day. The only time I received a phone call back from them was to add additional features to the procedure that I had already canceled. I just got off the phone with the customer service manager who is once again escalating a ticket (another one), and I am supposed to hear back from them today. This is such a frustrating experience. This appears to be a common issue with this business. This is a sensitive area of people's lives, and to be taken advantage of like this and left in a helpless position does not make me want to come back to them this summer,r which I was hoping to do originally.

  Customer Answer

  Date: 02/27/2025

  Completed release form

• Initial Complaint

  Date:02/25/2025

  Type:Product 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 reached out to avana ** ******** to ask for information on a facelift, they asked me to fill in a questionare and i was tokd i was candidate for one, i tikd them health history age, weight , bmi and all. After them asking fir the full price and scheduling for one right before the surgery i was told by the ** that i was too young and he will not do it even whwn i had loose sking from **astic weightloss. Either way more then 69 days have passed this was middle november and surgery was supposed to be december 4 i think, they have not refu ded my money 3500 and they say they will call me back but never do. I paid for blood tests a d hotel stay gas, i was told sevwral times i was a candidate to 4ush me into paying the surgery.

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair 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.

  Avana Plastic surgery confirmed I would receive a refund in August 2024. They stated 60 business days to refund me approximately $8,000 after $500 cancellation fee. The refund was to occur 11/16/2024. No refund was issued. They then stated there was an accounting issue and my refund was to be issued 01/17/2025. This date came and went and yet no refund was issued. Avana then stated they will process the full $8,500 refund for the inconvenience. It is now 02/24/2025 and I still have not received a refund. The communications with Avana have not been productive. They can no longer give me an expected date for refund and have repeatedly stated they will let me know when it processes.

• Initial Complaint

  Date:02/19/2025

  Type:Product 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.

  Payments was made and procedure was not performed due to bad service with personnel, I was mistreated in several occasion by a lady name *******, and I fear to put my life in the hands of a practice with poor Tx towards their patients they had agree to refund my money and it has been a month I still haven't received I file a dispute with my card but they sent a copy of my contract signed but they didn't tell my cardholder the real reason why I decided not to have my procedure done with them.