ComplaintsforYouthful Medical Spa

• Initial Complaint

  12/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This business is charging me $529.15 for a procedure that I never did. I cancelled my appointment, and they billed my card anyway. They kept sending me ********s to finish the credit card transaction, from 11/10 to 12/01, and I have never signed any of the documents. The worst part is that they presented a hypothetical receipt for the transaction (which I never signed) to the credit card provider (********* ****) even though the appointment never happened.

  Customer response

  12/18/2023

  SIGNED DOC

  Customer response

  01/05/2024

  After leaving the business a ****** review, the business exposed my name and details of my case that do not correspond to the truth.

  Business response

  01/05/2024

  Hi ********, 

  When responding to your ****** review, I only included your first name and made sure to not include your last name to protect your identity, as well as not including key details that would reveal your identity. I can assure you that I did listen to the recorded call and I am not being dishonest in my response. I have included my response below as well as attached it:

  -------------------

  Hi ********,
  

  I was able to go back and listen to the phone call from your purchase and it appears you called wanting to take advantage of a special offer we had going. We often run specials for various services and packages, which do not expire. After processing the transaction, the consultant said they would send you a ******** to complete your transaction, but it appears you hung up or the line was disconnected. It appears the consultant attempted to call you back, but the call was not picked up. The following day, we received an email requesting to cancel an upcoming appointment and that you wished to have a refund for your purchase. Per our financial policy, all sales are final, but the services purchased do not expire so you would be able to use them at a different appointment.
  
  I apologize you are unhappy, but I can assure you we strive to be transparent which is why we have committed to specifically review all pricing with you before your appointments to ensure there is no confusion or surprises. After you submitted the dispute, I tried to reach out but was unable to get through via text or phone. Again, I apologize you are unhappy with your experience and we wish you the best moving forward.
  
  Warm regards,
  ******** ********, Spa Manager

  -----------------------------

  I have not responded to your additional comments, which I have included in the documentation, and can address them for you. Regarding the the "******* **** - we charge a percentage based Room Fee on procedures and services to offset the cost of incedentials and costs, such as ********** Waste, Needles, and more. After looking back on your previous receipts, you have been charged the Room Fee at all visits. We charge the Room Fee in an effort to be more transparent in what your payments go towards.

   

  As far as charging your card without your authorization, we were able to charge your ********** account because you gave us the card number and information over the phone - we do not keep that information on file. I can assure you that we have worked diligently with you to try and be transparent in our pricing, which is why we had you pay prior to treatment to ensure there were no surprises after the fact. I apologize you are unhappy and ********** has removed the funds from our account at this point, so I am unsure of what we can do moving forward to rectify the situation. 

  Again, I apologize your discontent with our policies and procedures but we wish you the best moving forward. 

  Warm regards,

  ******** ********, Spa Manager

  Customer response

  01/08/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  The call got disconnected when I ESPECIFICALLY told the attendant that I would not pay more than the previous person had informed me on the phone, and she put me on hold to verify the final amount with management. I request the business recording calls for veracity check.
  Also, the same attendant told me I SHOULD SIGN THE ******** she would send me so the transaction could be completed, so the simple fact that I gave the number does NOT MEAN I had consented the charges as of it was.
  Also, I requested the cancellation of the appointment and all the related services, as well as the return of my **** points.
  I could never imagine that this business would charge my card anyway, with NO CONSENT whatsoever.
  On top of that, the credit card company did not restored the credit based on a hypothetical SIGNED RECEIPT sent by the business which does not exist, since I have never signed anything. 

  Regards,

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

  Business response

  01/08/2024

  Hi ********,

  I am not at the liberty to release recorded calls to the public to protect our employees privacy. At this point, I am not sure what we can do to resolve this matter or what you expect we could offer as a resolution - when we got the ********** Dispute, the funds were taken from our account and we told them they could refund you. Because we no longer have your funds, we cannot offer you a refund directly. ********** disputes can take up to 90 days to be closed, so if you are looking for your funds to be returned, that is out of our control.

  We would never charge a person's card without prior clearance - we have been in business for almost 19 years and have been a staple in the greater Jacksonville community for almost 2 decades. We strive for excellent patient outcomes and satisfaction, alongside prioritizing patient safety, transparency, and best business and compliance recommendations. I apologize that you are under a different impression, but we would not be where we are today if we had bad business practices.

  Warm regards,

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

  Customer response

  01/09/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  Dear ******** ********

  I am rejecting this response because: **** ****** refused the dispute pleading Youthful Medical Spa presented a signed receipt, which does not match the allegation of your agreement for the credit restoration.
  The problem is: The dispute is completed (attached) and I am already paying for this through **** ******. I still do not have either a refund or a service.
  If Youthful Medical Spa does not have the funds, who has it?
  What do you suggest me to do, since the dispute is already closed?
  

  Regards,

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

  Customer response

  01/09/2024

  COMPLETED DISPUTE - **** ******. CLAIM DENIED

  Customer response

  01/17/2024

  I could find a receipt from 08/11/2023 and the $28.77 fee was really charged BUT described as “TAX/RM FEE”, which led me to believe I was paying for sales tax. 

  Also, the receipt states that my signature is required to acknowledge the sale, so for this matter my card could have never been billed by the Business without my signature, otherwise there would be no reason to send me a ********.

  Customer response

  01/23/2024

  I just had access now to the fax the business sent to Care Credit last December, FILE 41887691, and I am stunned with the lack of transparency and professionalism of this business.

  
  They faxed the bank a financial policy signed on another visit! THIS IS FRAUD! The document is not dated, and those forms can only be signed at the location when they give you a tablet to fill out the form.I have not been there since AUGUST-2023, and for the disputed service, there is a VOIDED ********, which has NEVER BEEN SIGNED.

  They also lied to BBB about my complaint, as you can see from the previous response, saying that they authorized **** ****** to refund me, AND stating they did not have the funds.

  In this fax to the bank they say they "would be happy to refund me" " just the ROOM FEE, which proves they do have the funds.

  Business response

  01/31/2024

  Hi ********, 

  We have received the resolution from ********** and reconciled with our CPA to ensure the funds were still not withheld from our account. After we received this confirmation, we have manually refunded your ********** account - which you can see on the attached file. 

  Please let us know if you have any questions or concerns moving forward. 

  Warm regards,
  ******** ********, Spa Manager

  Customer response

  02/05/2024

   Complaint: ********

  I am rejecting this response because

  this business is not being accurate, as usual, on the real reason why they decided JUST NOW to REFUND MY CARD,

  even though they DID HAVE THE FUNDS ALL THIS TIME,

  and that they refunded the amount because they received a LEGAL NOTICE the day before, attached. 

  The second attachment proves that they are not telling the truth again since the dispute with ********** is still under review,

  and if they were really willing to resolve this case, they would have notified ********** about their sudden decision to refund me, which of course NEVER HAPPENED.

  I hope this complaint and all the documents proving the FRAUD perpetrated by this shady business can be accessed by other customers.

  Regards,

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

*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. ↩