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:06/12/2024

  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 called the facility to request an appointment and once my info was requested the receptionist told me immediately that I had left a bad review and that I needed to remove the review in order to be seen. I told her that there was no review on my behalf and that they needed to do some actual research before acussing me of such. On which I still believe that any paying consumer has the right to say what they want without having to feel retaliated against. But again, at that point, there was no review. Once I told the receptionist to please look for the review with my name and send me a picture, she only stated: Its okay hun and hung up. Not only is there retaliation and notes written on peoples chart that are NOT medical related, but also, the response was very condescending. Additionally, I am sure that it is unethical for any business to do a Quid pro quo- where the consumer is conditioned to do something in exchange for something else. Terrible management.

• Initial Complaint

  Date:04/21/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 March 15, 2024, I went to LightTouch Med Spa for my routine botox treatment. I've been going there for a year but this time had to see a new injector because my previous one no longer works there. The injector encouraged me to get Botox in areas I never had treated before and over-injected me with extra units - way more than I'd ever had before. In my opinion and belief, the injector did not have my best interest at heart and just wanted to sell extra Botox units so the establishment made a better profit and she looks good for up-selling a client. Because of what she did, for the last month, my forehead feels heavy and I have constant headaches, my hooded eyes are worse, and the browlift doesn't show because she injected too much in my forehead so it lowered the ends of my brows, I have lines under my eyes (deep wrinkles), had a crooked smile and she injected my masseters without telling me (I never asked for my masseters to be injected). What she did to me has caused me emotional distress. For the last month, I've been depressed and get upset and emotional every time I look in the mirror. I don't want to leave my home and feel taken advantage of by an establishment I trusted. I paid LightTouch Med Spa $932.10 to look and feel worse about myself. Cosmetic work should enhance beauty and provide a confidence boost, not damage someone's self-esteem and inflict emotional distress. LightTouch is aware of my complaint and told me to wait until it wears off. No apology and no other resolution. I've been a satisfied client there for a year with no complaints and even stayed when they stopped accepting Groupons. Loyal clients should not be treated this way. I'm asking for an apology and full refund..

  Business Response

  Date: 05/06/2024

  Client received her botox treatment on March 15/24 with one of our senior providers.  Following this treatment, client contacted our clinic for a follow up as she was dissatisfied with her treatment results.  Client also requested an alternate provider as she did not wish to be treated again by her previous provider.  A follow up appointment was made for March 28/24 with an alternate senior provider as per the clients request.  In review of the providers notes, the crooked smile had resolved within the normal two week time period which botox requires to fully integrate into the muscle tissue.  The heaviness of the forehead had not resolved, however, this can occur in rare instances with some clients.  With time the heaviness will dissipate from the forehead area.  The client was treated on the 28th and the clinic has left a 7 unit credit on file for the client to help resolve any future adjustments.  We do have a no refund policy signed by the client as well as a copy of the consent form outlining client expectations with this treatment.  Files are too large to load, however, if you send an email address we can forward to, we can send

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21605378
  
  I am rejecting this response because:

  The injector botched my face. I paid $900 for Botox and received substandard results (as detailed in my initial complaint). The nurse injector failed to meet the agreed-upon expectations we discussed on the day of my treatment.

  She stated Id get a brow lift, I did not get a brow lift and instead my brows drooped and my eyelids became even more hooded. She stated my crows feet wrinkles will be treated and be less noticeable but instead she added wrinkles below my under eyes. She stated shed treat my DAOs for more of an upturned smile and instead she caused my smile to be asymmetrical. She stated shed treat my forehead to help with some of the wrinkles and instead, she caused my brows to feel heavy and I've endued unbearable headaches. 

  Again, I reject the response because I received substandard results and the expectation we agreed-upon were not met. I have been so traumatized by this experience that I will no longer be going to LightTouch Med Spa. I will not be using the 7 units. Furthermore, I strongly believe the injector exaggerated the amount of units I needed in order to charge me more money. Very unethical. 
  

  I'd like a full refund.

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

• Initial Complaint

  Date:04/17/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Went to this med spa in Jan. 2024. I received lip filler and was told i needed more. The injector told me i could get it cheaper but i had to buy it that day. i pre-purchased an additional syringe to be used in the near future. Within hours, I contacted the injector and the spa and sent pictures showing that I had received poor injections, was in severe pain, which resulted in an occlusion. they made me come in the next day to be evaluated and potentially try to dissolve it to prevent permanent damage. at that time, i told them that because this happened to me, I was not comfortable and receiving additional filler. Over the following weeks I had to go back-and-forth with the owner as he refused to give me a refund. I have a tried being as reasonable as possible not understanding how he can, withhold money for a product that I never received, was not specifically purchased for me, as well as being a victim of their faulty practices. The owner told me if i wanted my money back i would need to pursue legal arbitration. I am not sure how he can legally extort me or force me to come back to his medical facility or forfeit $750. Please help me at least get a refund for the product I was manipulated into purchasing and am not willing to put myself at risk again after I endured such a, terrifying experience at his facility. I was not even asking for a refund for the fellow that was poorly administered, only the $750 syringe that I cannot use.

  Business Response

  Date: 05/06/2024

  Client was in on Jan 19/24, for a lip filler treatment and the provider notes reveal she purchased a two for one filler special on this date as well.  *** second vial has been banked but can be used as a credit towards other products and services we offer.  
  *** client contacted us within hours of treatment on the 19th, concerned she had an occlusion.  *** clinic immediately had one of our providers contact her and conducted a video call to review clients concerns.  It was determined this was likely bruising, and client was booked in the next day for a check up to alleviate and confirm providers assessment the previous evening.  Client came in on the 20th and was checked by our provider and the latter was clarified to be the case.  Bruising can occur with lip injectibles and is not uncommon in this area.  We have a signed consent form outlining treatment protocols and expectations, as well as a signed policy document outlining all policies, including our strict no refund policy.  Please let us know where we may send these documents via email as your system is rejecting the file size.

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21590744
  
  I am rejecting this response because:
  The injuries i endured were from poor injection techniques. i have had filler many times, and never encountered these issues. I did not just suffer from bruising, but had white occlusions as well as the filler actually leaking from the injection site. The emphasis is that i am not even seeking a refund for the poor injections, but simply refunded for the additional filler that was pre-purchased. it is unreasonable and irresponsible for the owner to force me to come back to this business after this damaging experience. 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/28/2023

  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.

  Good day. Please help. This business has decided to keep monies for *******s and products not rendered. The business has created an unwelcoming and intimidating environment, that I am afraid of having *******s performed. They seem okay with keeping the money.Saw a Groupon special for Botox. Called the spa for an idea of how much to buy. Purchased the recommended amount. I arrived at the appointment on 09/02/2023, and the Tech advised I needed more Botox than purchased. She also advised that the Groupon Botox was a poor quality. Said I could purchase a better quality and she could mix the injection sites. In hindsight, I feel mislead with the Groupon advertising. While getting ****** the tech convinced me to purchase fillers. On a sticky note the tech had written the fillers as ********. Insisted I fill out the finance application for the fillers. At the time of purchase / payment, I paid for the additional Botox or so I thought. This is where I feel tricked and deceived also. The ****** I paid for the additional Botox was included in the financing, which was not supposed to be. It was two different *******s. They locked me into the financing by combining the *******s. A week later I requested the fillers canceled. The finance company, I later learned, they would of refunded my monies for the *******s not performed. However, since the ****** ******* performed, was included in the financing, it is considered rendered. The finance was done on a little pad and at the front desk where the Tech talks to you and is distracting. I asked for an invoice and was told I would be emailed one. This did not occur until I asked several times, via email, and almost several weeks later. Also sent was a copy of the intake form. The form was for the Botox and that appointment. This is what occurred a week later on 09/09/2023 Saturday. In hopes to cancel or change my beauty plan, I visited the **************** to talk about options. I was open to switching to a different procedure that did not include injections of product into my body or face. The first person I spoke at the front desk said that *** be a possibility. A person named *****, came out. Instead of discussing alternatives, she immediately started to state that this was my only choice. As I was having a conversation with her, she stopped and answered the phone. Proceeded to make an appointment. I found that unprofessional since there was someone at the front desk taking calls and not on the phone. She then went to the back and retuned with ******. ******, the owner, also did not offer to talk about a resolution. Instead, he immediately said something about me being confrontational. His demeanor was condescending toward me. ****** seemed outraged that I would reconsider ******* or a refund. I could not say much because I was trying to keep from crying. He handed me a card with the name ***** on it. ****** suggested I email ***** with my request. ****** said that when escalated, an exception could be made.My best friend has breast cancer and had a double mastectomy. My husband was just diagnosed with prostate cancer. Due to all this, I decided it would not be in my best interest to have anything else injected into my person.We have had email conversations with no assistance. I offered to do an 80 / 20 split of the monies paid. I have not yet received the *******. I could forward the email chain. Please advise of an email address. ****** claims there is a no refund policy. There is no display or mention of such a policy.Attempt again by calling on Friday 11/03 in the morning. I was advised that I could only communicate via email. I do not feel comfortable or safe at the spa due to the response I have received. I am looking for a reasonable resolution for *******s not performed. So I emailed again and there has not been a response.When I was advised that I could only communicate via email, it confirmed that the tone feeling is unwelcoming and hostile. I have tried to go back and am unable to leave my car. How am I supposed to feel safe and secure at a location that has created such an unfriendly atmosphere. Please help. It seems to be an unfair business practice to keep monies for *******s and products not rendered. Can a business do that?Thank you. ********