Complaints

This profile includes complaints for Couture Med Spa's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Couture Med Spa

  1155 N. Orange Ave Winter Park, FL 32789-4904

• 

  Couture Med Spa

  1222 Heron Dr Orlando, FL 32803-2320

• 

  Couture Med Spa

  21 Alafaya Woods Blvd Oviedo, FL 32765-6233

• 

  Couture Med Spa

  10956 W Colonial Dr Ocoee, FL 34761-2979

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:01/20/2024

  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 been a customer of ********************** since 1/2023. There is a monthly fee of $200 in return for selecting 8 of the services they provide every month. In July of 2023 my family and I saw our world upended when several close family members unexpectedly died over the next few months, including my mother and a "sibling", sending shock waves through our entire lives- from the kids' school (I have 4) to our business in which I am solely responsible. I found myself unable to get to CMS for services due to "real life" taking priority. Although it killed me to watch $200 fly out the window as I was not getting services, I realized I had agreed to 12 months, but ofc did not wish to extend the contract beyond that. This membership was a gift from my husband for Christmas/15 year anniversary. On 12/06/23 I informed the office that I did not wish to continue with my service contract past the 12 month period I agreed to (the contract was due to expire 1/2024), specifically because I hadn't been able to get the services I had been paying for for at least a couple of months. I was told I had until 1/14 to come in and use the "rest of my services". I was hoping to get in again, but that just didn't happen, and I paid out the twelve months without receiving any further services.Because I was told I needed to use remaining services by 1/14/24, I decided to call on 1/12/24 and "make sure" the office did not extend my contract. I called at 9:25 in the morning, but there was no answer and I left a message with the office stating I was calling to verify my contract would not be renewed, and asked for someone to call back and let me know.On 1/16/24 I see an automatic draft from CMS for an extension of the contract. I called the office manager, *****, on 1/17/24 expecting that this was a simple "oversight" and a refund would be issued. I was told it was office "policy" that I drive in to cancel in person, or send a certified letter from the post office to cancel. I asked if I could email or fax because I am an hour away, I was told no, I would continue to be charged until I came in or went to the post office send a certified letter. I am in healthcare and this practice is unethical to say the least. Legally I am required to respond to communications and written communications such as email and fax are legally valid. It is a simple case of signing you up easily, yet making someone jump through hoops to cancel a service that isn't being provided...and charging anyway.

  Business Response

  Date: 02/06/2024

  ****** signed up for membership on 12/27/22. She signed up for our empower membership which is $199 a month for 12 months and with an annual fee of $199 on February first. The empower membership after the 12 month commitment continues to go month to month and the monthly dues go down to $99 a month. The client was informed that the membership had a minimum 12 month commitment and she would need to come in to fill out a cancellation form or send a letter through certified mail if she did not wish to continue her treatments. The client stated she could not do either and would like to just email her cancellation. Unfortunately, per Couture policy we do not accept emailed cancellations and the client was informed of this policy. The client spoke to a member of our staff on 1/17/24 and on 1/22/24 we received her certified letter in the mail to cancel. Her membership was then immediately cancelled, and no further charges were made.
  
  Please let me know if any further documentation is needed. 

• Initial Complaint

  Date:04/19/2023

  Type:Billing 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 verbally told/confirmed that my membership was complete end of 2022. I would like to again request for a refund, please. The last time I spoke with a front desk employee they told me they would contact their billing department on my behalf in regards to the billing error. I was not being charged for several months prior and was not receiving any services. No one has been able to explain why charges ceased and then randomly began again. Again, I am requesting a full refund and do no authorize any additional charges from Couture Med Spa. Couture has denied this request, I have been given inconsistent information from multiple front desk associates. I would simply like a refund, especially since I have no received any service in multiple months and was verbally told by your front desk that my membership ended in 2022. In addition, the cease in charges from Couture confirmed that. Please process my refund & cease all further charges.

• Initial Complaint

  Date:10/07/2022

  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.

  It is a scam and a racket to get a hold of anybody to get any issues taken care of. I live in ******** and had asked in May to freeze my membership (not even cancel) for six months due to recent health issues preventing me from driving. I was told my membership could not be frozen and had to be cancelled, and all I had to do was provide a Dr's note. I had emailed what was required of me multiple times in June, July, and August. Never heard anything back. I called again in August and was then told I could only bring the Dr's note in personally or have it sent in via certified mail. Umm hello? I just told you I'm unable to drive, how can I bring it in personally? And everywhere else I scepter my Dr's note via email. Anyway, I was transferred to ***** in August, and she informed me she couldn't see any emails I had sent and that if I could provide proof of sending the previous emails and send them to her email, she will contact somebody higher up and get back to me. I emailed her everything that same day and then reached out to her again via email a week later. Never heard anything back. I decided to finally call again today, I was put on hold, and then immediately after picking up, ***** goes right back into her spiel and acted as if our conversation in August never happened. This is unacceptable. I wasn't wanting to freeze/cancel my membership for no reason, as I had been enjoying my monthly services. But I had to due to medical reasons, which you would think they would be considerate and compassionate enough to understand the circumstances....instead of charging me $800 for 3 months of services I didn't use when I had contacted them prior to that explaining my situation and how I was also unemployed for that period. What a nice way to treat a loyal customer who was actually planning on renewing my membership before everything happened. But I will certainly never be coming back after the unprofessional way I have been treated.

  Business Response

  Date: 10/21/2022

  CMS was in constant contact with client and informed client multiple times how to cancel her membership and client chose to not follow the instructions and then was upset we would not honor her cancellation without going through the proper channels. We have recorded phone calls of both managers walking the client through how to properly cancel her membership. Once Client properly cancelled her membership 8/25/2022 she was no longer charged since.

  Customer Answer

  Date: 10/26/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Business is not being truthful. I consistently sent email including all the information that was required of me and never received an acknowledgment of emails or a response. Whenever I would call, I would either be told the manager wasn't in or I would be out on hold and told the same thing over again without acknowledging any prior contact I've had with them since APRIL. I had been explaining my situation and trying to pause/cancel my membership since ***. I let *** go since it was past the billing date. But there is no excuse to continue to charge me for ***** July, and August when I had repeatedly tried to get the situation settled and was continually ignored or given the same spiel without actually addressing my concerns. I'm aware my conversations were recorded and that they had in fact received my emails but ignored them, because the last time I called and spoke with ***** (after giving her a month to get back to me or respond to my emails), and after being put on hold, she immediately went back to the same spiel before even asking me how she could help me that day. Yes, I got upset and informed her that I would be taking the issue to social media and ended the call. I've been given the run around for several months, and I'm tired of not getting this settled. I have other things to worry about regarding my health. I also left a ****** review and received a generic response telling me to contact them via email to get my issue resolved. They gave me the same email I had been emailing for months with no response, so how will me emailing them help with my issue? And then my reviews were removed by the business on social media. so if the business did everything correctly, and I just refused to provide proper documentation (not true), then why censor me? They could have responded. It seems the business doesn't want actual reviews being visible. After looking through negative reviews, I'm not the only one who complained about and received terrible customer service. I didn't even want to cancel my membership, I had originally asked to simply pause it until I got clearance from my doctor. They wouldn't let me do that said I had to cancel. So instead of simply pausing my membership or cancelling it right away, they decided to ignore my multiple attempts at cancellation and continued to charge me for multiple months of services I did not receive. All this after informing them I was currently unemployed due to my circumstances. That doesn't sound like an ethical business to me that cares about their customers and proving good customer service. I have repeatedly requested a refund for ***** July, and August. I don't see why the business can't accommodate that and give me what I am owed since I had I had in fact been in contact with them and provided my doctors note multiple times over several months. I have all the emails I sent the business that were ignored.

  Customer Answer

  Date: 10/26/2022

  ***Document Attached***
  
  See Attachment/File: 65196F2B-92BC-4A96-A73A-C0ECA6F784C1

  Business Response

  Date: 11/14/2022

  Although communication with client was clear on how to cancel multiple times on the phone, the client did send an email on 7/16/2022 that was not responded to and they were charged for August without response, so CMS went ahead and processed a refund for their August payment in the amount of $199.

  Customer Answer

  Date: 11/15/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Business is once again not being truthful. I was constantly given the runaround every time I called and was told to email the information to them and that they would get back to me. Which I did, multiple times over several months. I also called them repeatedly to explain my situation of having no income and inability to drive due to health reasons. Business did admit to not responding to an email I sent on 7/16, but that is not the only email I sent that was ignored. Nobody ever got back to me. I was always the one that had to call again and check on the status. Business only issued a refund of $199 today on 11/15. They did not go ahead and process the refund in August. I'm still waiting for the $398 refund for **** and July. This is very poor customer service to a loyal customer who suddenly and unexpectedly fell upon hard/medical times. Even after repeatedly explaining my situation, this business did not care. Or if they pretended to care, told me to email them personally and they will get back to me after speaking with somebody higher up. I would never hear anything back from anybody at *************. The only times I would get a response was whenever I would call. I welcome the business to share the audio recordings of the times I have called, as I know everything that was said. I have already provided the multiple emails I have sent since May that were completely ignored. Though I appreciate the refund for August, which was just deposited today, I'm still waiting on the rest of my refund of $398 for two months of services that I did not receive, even after repeatedly explaining my situation.

  Business Response

  Date: 11/16/2022

  Client has been refunded $199 and their membership has been cancelled since 8/25/2022. We have responded to all clients calls and repeated BBB complaints. We have listened to client and explained everything to client over the phone. We refunded her a month and cancelled her before her 12 month commitment was up which would have been 11/2022. If client wishes to discuss any further she can contact her location at ************ and speak to the Practice Administrator.

  Customer Answer

  Date: 11/30/2022

  I have not closed the complaint of accepted the resolution from the business. I just missed the email. I am aware I was refunded $199 on 11/15 for the month of August. I am still waiting on the refund for the months of June and July. I was charged $199 for each of those months for services I did not use AFTER I informed the business of my situation. I will not call them again to speak with anybody, as every time I did, I was blown off by whoever I spoke to. I doubt this time will be any different, which is why I took it to BBB to begin with; because the business was either ignoring me or giving me the runaround for months. I have so many other things to deal with and hospital bills to still pay, and I'm being ripped off by a business who has terrible customer service.

  Business Response

  Date: 12/20/2022

  The client was told multiple times over the phone how to cancel. The client still did not cancel appropriately. The client is no longer a member and is no longer being charged. The client was issued a refund for nonreply to email, but the client was still advised over the phone multiple times how to cancel. No further refund will be issued.

• Initial Complaint

  Date:08/29/2022

  Type:Billing 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 signed up under a hard sell and subsequently was in/out of hospital and could not use service. They refused to budget on stopping the membership. I spoke to someone claiming to be the manager in Lake Mary. They refuse to give me a corporate phone contact, Instead giving me a generic email. I have paid the full year contract of $1,200. Now they say I must cancel in person. I went there Saturday 8/27/22 at 11:30 am. There posted hours online, by phone and on the door are 9-4 on Saturdays. No one was there and I cannot get back there before 8/31 there deadline for not charging me another month. This business is sneaky and unprofessional and hiding their corporate contacts.

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/09/01) */ Upon receiving this complaint our Director of Operations, Sara D******, called and spoke to client. She listened to everything client had to say and client stated was satisfied with the phone call result at the end of the call. Clients membership has been cancelled and she will not be charged moving forward.