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:12/10/2024

  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 have been trying to obtain a copy of my medical records since August 1, 2021. I have made multiple attempts to request a copy, but every time I call, they either claim they do not know their fax number or fail to send my medical records. I even went as far as having another doctor and my lawyer call on my behalf, yet I still have not received my records. This has been an ongoing battle with them.I urgently need my medical records because I underwent a breast augmentation and tummy tuck with Smart Shape Body in April 2021, and this medical center had a recall on the breast implants. I need to know if I am affected by that recall. There is no reason for them to withhold my medical records against my will. This is against the law, and I require my records from them.Additionally, I developed an infection shortly after the procedures and had a non-licensed medical professional named Vilisty sew me up five times over a one-month period. They have been avoiding my requests since this incident occurred on April 19, 2021. I am requesting a full refund of $13,000 along with my medical records. They cannot continue to deform women and get away with this. By law, we are entitled to obtain our own medical records.

• Initial Complaint

  Date:10/30/2024

  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 was told by the doctor I was not able to proceed with the surgery due to personal health issues. As I presented that to SmartShap, I was eligible for a refund and it has been 7 months and I have not received any refund and I continue to get phone calls Dropped and no callbacks then when I call back I get the runaround.i came to the location and the lady there she only said I sorry I didnt no body her is only me she dont have a number to call the financial person very unresponsive I am mad because I need the money a the time the I have to pay I pay all the money one month before surgery and they have good costumer service but after I dont do my surgery they dont give the face and anwer the phone the make me do the refund papeles 5 time I still no get my refund I financial the other part and I still paid that money because the financial company tell me they can no give me a refund because they give the money to de smart shape

• Initial Complaint

  Date:10/02/2024

  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 originally wanted a process done and then changed my mind to have microneedling so the initial deposit was applied for microneedling. I have been waiting for over 4 months for the tech to come back from maternity leave, but after so many months I am no longer interested and would like my money back. I have been calling the office multiple times, but the financial department contact by the name of **** (they refused to provide his last name) is not available. I have sent multiple emails and calls without success.

• Initial Complaint

  Date:08/23/2024

  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 was told by the doctor I was not able to proceed with the surgery due to personal health issues. As I presented that to SmartShap, I was eligible for a refund and it has been three months and I have not received any refund and I continue to get phone calls Dropped and no callbacks then when I call back I get the runaround.

• Initial Complaint

  Date:08/13/2024

  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.

  Dated on 2/23/22 I paid in full for my surgery Due to medical issues I was deem not eligible of going forward with the surgery and because of that notice from my doctor I am able to get a full refund. I did get the approval from Smart Shape Body on May 2024 However I have not received any refund and each time I call they keep me on hold for a long time and then hang up. They also continue to give me the runaround in regards to speaking with the person over finances constantly saying hes out for lunch. Hes out with Covid, etc. once I spoke to him, he told me Im so sorry is out of my control. I have no idea when youre gonna release your fines, theres no one else I can speak to other than him however, he cant release the money and its been over three months now Im just looking for answers and help and would love my refund in total.

• Initial Complaint

  Date:06/04/2024

  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.

  In march I had scheduled an appointment to get a PRP done. I paid my $300 during the consultation, I came for my appointments, but she was never able to find a vein so we kept rescheduling until she finally gave up and had me do the **** auction. SHE TOLD ME that she was going to tell them to give me a refund but they never did, I wasnt able to contact her because she went on maternity leave wasnt coming back til later in the year. I AM STILL WAITING ON MY REFUND, I have called smartshape body and told them about what happened but I never got a refund. I did not cancel or change my mind and thats why I need a refund, I need a refund because the EMPLOYEE could not follow through on what she told me she could do and I obviously paid my money so she could do it, but she couldnt and I do not think it should take all of this to get what I am owed.

• Initial Complaint

  Date:07/31/2023

  Type:Delivery 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.

  Smartshape body double charged me on June 23rd 2023. I had apt for wegovy skinny shot which I received from ********* But was charged ****** twice. I was told theyd reverse one charge but never got a notification nor a refund. I sent them a screenshot of my bill.

  Business Response

  Date: 08/02/2023

  Dear Patient,

  We do greatly apologize that you were charged twice as that was an error made directly from your merchant (third party form of payment).  We thank you for bringing this to our attention as we rectified/reversed the charge immediately. With third party payments we do not get the report immediately, hence why you knew before we did. If you have any questions or if we can be of any further help, please contact us and we will be more than happy to assist. Thank you and have a wonderful day.

  Customer Answer

  Date: 08/03/2023

   
  Better Business

  Thank you.  Its sad that I had to report this for them to give return funds they double charged me with. I am satisfied but unfortunately they lost a good customer because of this experience.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/23/2022

  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.

  On January 25, 2022 I went in to see ********************************* for a revision lipo and BBL surgery. He berated and yelled at me while I was standing naked and he drew on my body with marker. I wanted to leave but he said I was going into surgery because it was now or never. I didn't feel comfortable or confident at that point, but I'd already invested the time and money and wanted the results I was promised the first time in Oct 2021. It has been 11 mo and my results are terrible. I've suffered severe abdominal and back fibrosis, and my buttocks has multiple creases across the bottom. My inner thighs are also extremely lumpy and visibly deformed. I have consulted 8 different board certified surgeons and they've all told me the same thing. Dr. *** is inexperienced and was too aggressive and careless with my surgery. There is no way to fix the damage that's been done. The suggestions were Hifu treatments for my abdomen, back, and inner thighs, along with a buttock lift. The estimated cost is around $10-12k.********************************* is NOT board certified or a plastic surgeon. He should not be allowed to do these procedures and permanently scar and disfigure people. I would like a full refund for the original procedure and revision, a total of $7200.

  Business Response

  Date: 12/08/2022

  Hi ********, I have researched your chart in detail, and I can confirm that you have Not shared any of your concerns with SSB as you have in this complaint with BBB. You did not stay in contact with SSB, actually this is the first time since 1/2022 that we are hearing from you. I want to touch a couple of your concerns if I ***. Fibrosis- It is important to understand that any patient can obtain Fibrosis as that is a possible side effect from liposuction and we call heal differently. Our trained Licensed Massage Therapist treat patients for post operative aftercare. As we highly recommend aftercare to all of our patients, I can see that you did not choose to get Post ********************* with proper follow up this *** have been avoided.

  I have also looked at your photos and the " creases" that you speak of are the same in your pre-operative photos (including the photos that you took from your home before your initial surgery). Also, the area that you speak of regarding the creases, was not an area of liposuction that was performed. Ultimately, we do not wish for any patient to be unhappy - I would like for you to please refer back to your before and after photos and you can see that you have dramatic difference for the better that you have post-surgical. I also noted your wish pics of other people that you had sent in, as I do agree you look amazing (and I would like to stress that you can definitely see improvement), the wish pics were not 100% achievable.

  I am sorry that you feel the doctor was not professional when speaking to you. Because there has been so much time laps from then until now (almost a year), I will not be able to speak to the staff regarding the situation that you speak of. I can say that is not the way that any of our staff speaks to patients (including the doctor) and I am very sorry the way you feel he *** have come across as I can only assume that was not his intent. I am truly sorry that you are not happy with your results, and I do wish you could see the great improvement that your before and after show. Last, I do agree that non-surgical treatments such as ***** shape and RF can help reduce fibrosis or an areas that *** have not healed as you would have liked for them to. I will be more than happy to offer non-surgical treatments to you out a discount rate if you would like further your treatments. Thank you, Management 

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18451388
  
  I am rejecting this response because:
  

  I sent a letter of complaint to your office after disputing the credit card charge on 2/7/22 for $1700. I specifically address the results, the treatment by Dr **** the witness who was present ******* and copies of text messages. My credit card company sided with you, and I was not able to get a solution there.

  The original procedure in Oct 2021 did not achieve the outcome I was promised, so I underwent a revision in Jan 2022 to try and correct it. That procedure in turn made the results worse. During the revision I had lipo of the inner thighs and banana roll to attempt and fill the creases in my lower buttocks. The main reason I even started this process was to fill the creases and gain volume and projection, along with a cinched waist and ****** hips. While some of that was achieved, I would have to say maybe 50%. 

  I did have post op lymphatic drainage massages in my home, twice a week for 8 weeks. After which and to this day, I'm still getting hot stone massage and cavitation to try and get rid of the fibrosis. So not only do I have to continually struggle with that, but I cannot show my **** in underwear, bikini or **** due to the hideous creases. It looks like I have a double ****.

  As I stated, I've now had 8 consultations with board and double board certified plastic surgeons, all with the same responses. "The damage has been done, the doctor you went to was inexperienced or too aggressive/ careless, I cannot fix this, you may try a **** tuck and remove the lower skin to correct the ***** I'm sorry this happened to you and wish you the best." Based on those responses, I am left with little to no options. 

  I have decided to reach out now, because the last time I spoke to Dr. *** (text attached previously) he advised I contact the office and didn't want to be bothered with me. So when I spoke to ****** back in Feb, she said I needed to wait at least a year for the full results. Well it's been just about a full year now, and the results are still the same. I'm still the way I was before and suffering mental anguish daily. 

  Because I have to invest into fibrosis treatments and undergo a **** lift to remove the banana roll ($8000), I think its only fair that you issue me a refund. I'd like to reach a compromise on this, and avoid filing a medical malpractice suit for disfigurement. 

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

  Business Response

  Date: 12/09/2022

  ********, there are many discrepancies in your response that we do not agree with and are not accurate in how we conduct patient care. If you would like to call the office @ ************ please ask for **** and she will discuss with you in further detail. I will be sure that she is privy to all your concerns. Thank you, Management. 

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18451388
  
  I am rejecting this response because:

  I do not wish to call the office, it's gone beyond that point, and I prefer everything to be documented in writing. I'm seeking a resolution, not an excuse or your opinion. 

  You may not want to believe me, but you can see the text messages I sent to Dr. *** on Jan 24th and 25th. I addressed the way he spoke to me and made me cry, and his response was telling me to call the office. 

  
  

  The bottom line is there was medical misconduct and disfigurement of my abdomen, inner thighs, and buttocks. Perhaps due to inexperience or carelessness by a non-certified surgeon. The standard of care was breached, and caused irreparable damages, along with psychological harm. 

  
  

  I have waited almost a year, like I was told during the revision procedure, and the results have not improved. I am willing to accept a refund and not seek any further damages now or in the future. (Photos attached, taken today)

  
  

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

• Initial Complaint

  Date:10/24/2022

  Type:Sales and Advertising 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 surgery here May 2021. I traveled from out of state and was forced to have 2 surgeries, 5 days apart. Causing me to then extend my flight, rental car and hotel stay. Aside from the less than desirable results, I spoke to the office manager many times who was to issue me a partial refunded per my conversation with the Doctor. That never happened. I never had a follow up yo discuss my issues with him. And I signed for my medical record and never received them. *** tried to reach out countless times over the past year and I always just get told my message will be given to the office manager. The physician himself is very nice, great bedside manner. The staff however is atrocious. The front office are cold, unwelcoming and rude. His surgical staff is great. Once they get your money though, youre left high and dry. They dont care how you feel after your surgery. They dont care if your results are adequate or not. Despite having written confirmation that Id receive a partial refund, they then forged an invoice making it appear as if I had some different surgery than what I actually had. Emailed that to me and told me because of that surgery my refund was not valid. They also never sent my medical record despite requesting them 12 months ago

  Business Response

  Date: 11/15/2022

  Hi ******, I have read your concerns and also looked into your situation in complete detail. I want to take a moment and explain that patients can be transitioned into 2 surgeries for safety reasons (which will always super-exceed a patient desire). To explain that a little better when any patient has a higher BMI it is always the correct answer to separate the areas of liposuction surgery for safety reasons as well as to obtain the best results. When patients have a virtual consultation, we do our best to try and help you chose the procedure that fits your body best but sometimes (not very often, but can happen), that *** change when you come into the office- as the surgeon can touch and feel the fat cells (more common with higher BMI).  Please know that the transitioning into 2 surgeries can be an inconvenience for every reason as you explained but it ultimately is for your medical benefit only.  In regard to your medical record request, I have seen that you have sent back your medical request unsigned, we have tried to contact you in effort for you to resend with your signed signature. Your medical record can most certainly be sent to you upon receiving a signed medical record request. If you are still interested in receiving this, please call our office and we will send you an updated request form. In regard to your refund. I have already sent a message to financing requesting them to reach out to you. Although, I can see where the confusion *** be regarding your refund... You did receive the 2nd stage surgery and did Not get charged anything additional. Normally when a patient has 2 stages of surgery there are more fees$ accrued as there is more involved. I apologize for your experience as we do try to do our best with every patient to give exceptional service. Please forgive us for any confusion that you have experienced. Thank you, Management 

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18302711
  
  I am rejecting this response because:
    Your information is completely incorrect. Ive signed for my medical records via Proofpoint which I have confirmation of. My records still werent sent. Back to the situation with the 2 surgeries. I, working in the medical field, understand that situations come up beyond control. But the issue of a high BMI was never discussed. It was a low hemoglobin. To be acceptable for surgery my hemo needed to be ****. Mine was only ****. Acceptable but very low. I was told that if we did the surgery all on one done, Id be in the **** in critical care, needing a blood transfusion. So I was left with no choice but to split the surgery 5 days apart. May 19 2021 I received liposuction on the from with a BBL. May 24 2021 I went in for lipo of the flanks and the back. Already having the front and the bbl done. As you can see per the invoice that was falsely created AFTER I had requested my refund that the doctor specifically told me himself that he would give me. I paid a total of $6,500. Dr *** said hed refund me $***** to cover the cost of the inconvenience of extending everything. Now if you look at the second invoice I have a credit of ***** on May 24th but then was charged $1,100 for a day transfer BBL fee and $700 for anesthesia  with a total of $*****  exactly the same amount as the credit that was to be refunded to me  that second invoice that took the total of my balance is false  I did not have a fat transfer twice  I was charged for it on the first invoice from the first surgical day when it actually did occur  youre also claiming what I wasnt charged anything on that second day when according to these invoices that your finance department sent to me, I was  it was charged in the form of the $***** credit that I had that was supposed to be refunded to me  

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

• Initial Complaint

  Date:10/04/2022

  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 had a tummy tuck procedure with liposuction on may 18th of 2022. since my surgery and prior to the surgery i have not been able to speak to the surgeon ************* directly for pre opp and post opp concerns. I called the office they asked me to send in pics of my body and ive done that three times. the last time was last week and ****** said they got new texting numbers so thats why they havent gotten any pictures but i emailed them. I havent til this day recevied a call back or anything and my concerns are growing. i have dog ears on my right side which is poor quality stitching from the surgeon.

  Business Response

  Date: 10/05/2022

  *******,

  Thank you for allowing me to speak with you today and taking the time to see where the breakdown in communication came into effect. It appeared that both parties missed each others calls on more than one occasion (the unfortunate phone tag), but I do apologize that we were not able to connect sooner. It was good to hear that you were able to speak with your surgeon and have all of your questions answered, I also am glad that you and I had the opportunity to discuss your long term recovery as together we came up with good additional suggestions.

  We will continue to support you in your recovery journey and ask that you keep us posted as we are here to help in any way that we can. Thank you again, hope you have a wonderful day.