ComplaintsforCouture Med Spa

• Initial Complaint

  01/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  04/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  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

  10/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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 response

  10/26/2022

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

  Business response

  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 response

  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

  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 response

  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

  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

  08/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am requesting to cancel services with Couture Med Spa as the terms of my employment no longer allow me to utilize services. The conditions of my employment are now demanding significant travel or permanent relocation to another state which prohibits me from being able to utilize the services. I have offered on several occasions to provide documentation. I was unable to utilize services in the month of April and am not requesting a refund. I am simply requesting to cancel services going forward.

  Business response

  06/21/2022

  Business Response /* (1000, 5, 2022/05/03) */ Client signed up for our Membership services on 10/4/2021. When signing up client signed a legal contract for a 12 month commitment with the option to cancel or go month to month after the commitment has been met. Client is able to cancel her membership after September 15th, 2022. In order to cancel she will need to bring in a letter to the office by October 1st or send a certified letter by October 1st in order to not be charged for October 15, 2022. Clients contract attached for client to review. Consumer Response /* (3000, 7, 2022/05/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Given the circumstances of my employment and location have changed, I am no longer able to utilize the services. Please let me know what documentation is needed to cancel services. Business Response /* (4000, 9, 2022/05/04) */ As long as all outstanding balances are paid on your account, if you can provide proof of moving at least 3 hours away from any location you can cancel early. We would need proof of moving via drivers license address or lease agreement. Again, this would need to be either hand delivered or certified mail. Consumer Response /* (4200, 11, 2022/05/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've been requesting to cancel for three weeks; thank you for finally telling me what documentation is needed after several requests for this information. I can bring in a California lease this week. I paid for the month of April (although did not use any services) and am not requesting a refund. I requested to cancel services in April and therefore should not have an outstanding balance on the account. Business Response /* (4000, 13, 2022/05/09) */ Your membership contract is still active, per your contract you owe every month until it is valid to cancel. Your membership agreement was attached in our first BBB correspondence with you. Please feel free to review. Again, you may cancel if you move within 3 hours from all of our locations and can send us proof via drivers license or lease agreement along with a written letter to cancel sent either via certified mail or in person to any location, until then your membership contract is still active. Consumer Response /* (3000, 20, 2022/06/01) */ I am requesting Courture reverse the charge for the month of May (there were no services rendered the month of April or May). I requested to cancel services on 4/15/22 and asked what documentation was needed to do so several times (4/15/22, again on 4/17/22, again on 4/22/22, and again on 4/28/22). It was not until I filed a complaint on the BBB that it was finally shared what documentation was necessary on 5/4/22 to which I submitted. Upon cancelling the service, I paid $199 for the month of April. Although I did not use services for the month of April, I paid the fee and am not asking for a refund. At that time, Annika, Office Manager, stated that I should reach out to Sara D****** to reverse the May charge.

• Initial Complaint

  04/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The Date is 4/11/2022. The CEO of this company (Diane G*****) just canceled all of my upcoming appointments after I wrote a friendly feedback to one of her employees. Also, she even canceled my membership which I already paid for. She even wrote a written threat in her replied email "do not come in here again" (I can show you the whole email) This is so unlawful and they basically stole my money without giving me the spa treatments that I paid for. And there are no resolutions for this at all. I am not even sure if this is normal or not but I really do need help on this. I even read online reviews about this place and lots of people mention the word "Scam" "Scammers" and "Stay Away". To sum up, the scam/scheme of this place, they made you sign a contract and made it impossible for customers to cancel or refund the money. I did try to cancel their spa membership myself even with a proper reason - their services basically hurt my skin and caused me permanent skin damage. They all said no to my face and continued charging a monthly fee to my account. I feel like someone should take a look into this business and investigate this incident. This whole business is really unfair to all consumers/customers. I know 199$ may not be a lot of money to most people but it's quite a lot to me and my family. And a business (they have 4 locations in Orlando) like this should not just collect your money and say do not come in here excuse and a threat to call the police on you. PS. (1) I am happy to provide you an email or help with any questions and/or investigations. Please keep me posted and let me know. and (2) please don't forget to check the reviews of this place! You'll see how this scam works. I feel like lots of people need help with this place and no one really hears our voices. They just kept stealing money from people and getting away with it.

  Business response

  05/03/2022

  Business Response /* (1000, 5, 2022/04/20) */ Client went into our Oviedo office on 4/11/2022 and was harassing one of our employees and calling her disrespectful names. He made her feel extremely uncomfortable that she brought it to the offices attention and therefor the client is no longer allowed in any of our locations. Clients membership has been cancelled and will no longer be charged. Client has been in for appointments over 20 times in the past year so to say that we stole his money without giving him the spa treatments is clearly not true. Consumer Response /* (3000, 7, 2022/04/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your response is invalid for a few reasons. 1) Harassing one of our employees and calling her disrespectful names. ==> I was with Lydia for only a few minutes. I asked for assistance and she said no refused in a rude manner twice. After that, she left the room. I didn't even have time to respond (That's why I wrote a feedback to the management and tried to explain the root cause and logic) Harassment did not occur at all because there's almost zero interaction with Lydia. After this, I received multiple email from them and also received a threat email from their CEO (I believe). Harassment occurred here. 2) I still have a few treatments with them that I already paid for. This is my point. I was referring to only my last months' treatment (not the whole year) You clearly did not state or address this part. This is why I wrote they basically "stole my money" I hope this explains my points! There's always a root cause for every complaint & feedback though! I hope you understand mine. And maybe please recheck with Lydia first too. She made me pretty uncomfortable by the way. I didn't even do anything or say anything to her. Business Response /* (4000, 9, 2022/04/21) */ Client has a history of making complaints and disrespecting CMS employees but always follows it up with "but everyone else is amazing". In 2021 client sent an email about an employee saying she was the worst ever, but that another employee is the best ever! Then again, when he complained this month about employee following it with "everyone else is the best ever". Client continues to do this back and forth and Couture as a company does not want to associate with this client's bullying, harassing, or disrespecting of our employees when he simply has a bad day. Client said in an email (attached) to our office that Lydia was "low class" but states he never said anything mean. He even followed it up in a different email by saying "apology for my bad choice of words." The client was not threatened at all. The company was upset that our employees were being treated by a client in this manner and told the client that they were no longer allowed to be seen in any of our offices, and if they came back, we would call the police and trespass them. Client was last charged for their membership on March 15, 2022 and came in three times since so client is not owed a refund. Client was NOT charged for April 15, 2022. Again, the client's membership has been cancelled, and client will no longer be charged. Consumer Response /* (4200, 11, 2022/04/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your response is getting weirder and weirder. You guys have 2-3 narratives so far and seem to stay from the main objective. The logic is way off from the original feedback/complaint. Let's return back to the origin and do a reality check on the issue, shall we? Point #1 Why did Lydia refuse the service and offer no assistance before the treatment? Point #2 How did she say no to a client? This part is very important. Please talk to her in person and reply back with her quotes. Point #3 After this incident, we're all fine by the way. We're having a terrific session with Tiffany and another technician. Point #4 After the treatment, I did express my feedback and experience to another technician right away and also a front desk (same day in person) She acknowledged and apologized right away. And also provided an explanation of what had happened. Long story short, she doesn't even work at that location and was just there for the day to help. They even asked me "Did she have a bad attitude towards you"? I was like "Yeah, super super weird and awkward" She then went to report this to the manager (I believe) Point #5 - You must have a video record in the room? Please review the recording and maybe send me a video clip as well. You guys need to see the whole situation. Point# 6 - Why do you think I wrote a feedback email from the first place? And to do so, do you consider this as a harassment? I am quite confused when you use the word "harassments" in your response? And Lydia calling me "silly" to my face and giggled, what do you call this? Point #7 - To respond to your reply, is it NOT okay to write a positive feedback to good employees? We've been working together for over a year. That's the reason why I want to share and mention these employees. This company doesn't do recognitions? Point #8 - For a whole year, I only share 2 feedbacks to the management. Point #9 - I did probably interacted this issue with 4 or 5 people. At least 3 people has acknowledged the issue, and apologized (for Lydia), and also briefly explained the situation (in person as well). I mean what is this anyway? Who am I talking with right now? They even offered me free stuff I didn't even want it and I didn't even demand anything from the first place. Point #10 - If you have an incident report on that day (internal), please do share with me. Because your story doesn't align with others. Could you please maybe let the people who were their on that day write this response? PS. I am happy with my membership cancelled as I have tried several times to cancel before since last year. I have noted this but that's not my point to begin with. ***IMPORTANT & REQUIRE SOLUTION & ACTION *** Above all else, at that time, I was an active paid member with active appointments that I paid for. How will you resolve my loss? A possible refund seems appropriate? Is this a breach in contract of some sort? What's your company responsibility? All in all, I want you to turn all focus and intention to Lydia (I hope that's the right name) in your future response. And please reply back in all 10 main points as mentioned above as well as the solution. Again, let's focus on Lydia this time. Best, *******

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased laser hair removal and tattoo removal via groupon for CMS Lake Mary. They lasered off the wrong tattoo after, according to the owner, the nurse never checked my medical chart. The tattoo on my upper forearm near my elbow was supposed to be removed. They removed 3/4 of a tattoo on my wrist. You have blackout goggles on the entire time so you can't see. There's a whiteboard that specifically describes the tattoo and its location to be removed. The pain is extremely intense and radiates over your entire arm. The nurse entered the room and didn't ask which tattoo would be removed. She didn't check my chart before or after coming in the room (according to the owner). They put goggles on and I didn't realize until after the procedure what had happened. I had the entire event voice recorded on my cell phone (I had accidentally hit record when I put my phone into my lap as the nurse came in the door). You can clearly hear the nurse admit she lasered off the wrong tattoo and never asked which tattoo was to be removed. The owner refused to refund me for all my purchases or transfer them to a new location. I've made appointments to go back but I'm too afraid for my safety and health after such a big mistake. The owner also refused to pay my tattoo artist to redo the tattoo at a cost of $250. The manager of CMS Lake Mary added two removal sessions to compensate for the mistake, which the owner said she wouldn't have approved of had someone contacted her about what happened. The owner interrupted me constantly and was extremely rude. I have a witness to that phone conversation as I had my phone on speaker. Essentially, the owner took no accountability for what happened and solely blamed the nurse while refusing to make the situation right. I'm out several hundred dollars and will have to spend hundreds more to redo the ruined tattoo.

  Business response

  03/22/2022

  Business Response /* (1000, 8, 2022/03/11) */ Client was very nice and was not at all upset at the office. Provider apologized multiple times and offered her two extra treatments for her mistake. She was so thankful that she was able to get the extra help to remove the tattoo; as it was a horrible reminder of her ex. When she left the office she was happy with her additional treatments. When client spoke to the owner on the day of the encounter, the owner explained to her that the additional treatments are typically $499 each and we were giving them to her at no charge. Client wanted to do the additional treatment to ensure her tattoo would be gone as she did not want the tattoo. Client was happy when she got off the phone with the owner. Provider has called client 3 times and sent emails and client has not responded.

• Initial Complaint

  02/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Their membership program is deceptive and lacking full disclosure, regardless of the fact that terms are in writing, a 12 month financial obligation, should be specifically made part of the face-to-face, in person discussion. This is to ensure full understanding and FULL disclosure. Once they get you in - they assign a consultant to explain the annual membership details; however, this inexperienced 'spa" consultant, neglects to fully disclose the financial responsibility of the membership (which is very clever move on the part of the establishment) that in addition to the $99.00 initiation fee - there is a recurring monthly fee through the duration of the membership of $99.00 for a "specific" laser service. This is in addition to any other service that they claim is discounted. A membership that continues to charge a $99.00 monthly fee should be explained FULLY when explaining the membership details. In one year that would be a total of a $1200.00 for a repeated same service for a laser treatment. for any other service that you choose, will be at an additional "discounted" cost. Again, no full disclosure on the same repeated treatment at $99.00 per month - REGARLDESS OF WHETHER OR NOT YOU USE IT. The payment information they request from you is not FULLY explained. At sign-up, they request your credit card information and BANK ACCOUNT information, supposedly as a "back-up", without disclosing the deductions will be processed through your BANK ACCOUNT. To-date they have collected $800.00 from my bank account. I advised them I would take responsibility of not being fully aware of the membership, and would accept a partial reimbursement. I have not used any of the services that I was being charged for. I also explained that if I would have know that the laser treatment was montly - I would NEVER have agreed to it, as I have sensitive skin. THE REFUSED.

  Business response

  02/18/2022

  Business Response /* (1000, 5, 2022/02/07) */ Client came into the office for a consultation as she was interested in all of our procedures. Before client was seen she filled out her new client paperwork which consists of signing our return policy which states no refunds. When she was done with paperwork she was given a tour and a consultation. During that time client wanted to sign up for our membership and so one of our Client Care Coordinators sat down with the client and went over the entire contract with the client. Client SIGNED a 12 month contract that is $99 a month and an annual fee every November of $99 and the client had to initial next to every payment on the contact that she understood she would be charged. Client willingly gave her bank account information to be charged. Our company is fully transparent on 12 month contract, annual and monthly fee. It is on our website and in our office and as well as communicated to the client in office. The client signed up in July 2021 and then come January 25, 2022 client called the office to say she never signed a membership and she had no knowledge of what our membership was. When the Practice Administrator starting explaining to the client that she willing signed and gave us all the information and has called to schedule appointments the client got very upset and started screaming at the Practice Administrator. The Practice Admin was unable to get a word in and the client just kept screaming and then she said "do you know where I work" I work at an attorneys office and I am going to sue you. Practice admin called corporate and corporate reached out to client twice before client called back. When client called the Operations Administrator back, the Operations Admin let the client tell her entire side of the story and when she was finished talking she told the client "Unfortunately we cannot refund your membership, but I can go ahead and cancel it out of the contract for you." but then the client starting screaming at her and telling her she was going to bring our company down and ruin us and did she know where she worked? She was standing in the attorneys office lobby that she worked for and they were going to sue us and take all our money" Once client said she was getting an attorney the Operations Admin told the client "Ma'am since you have mentioned an attorney it is company policy that I can longer speak to you and all communication must go between our attorneys. You can have your attorney email me and I will direct them to our corporate attorney." Client hung up on us. Client then proceeded to send 2 more emails asking for higher up in the office and the Operations Administrator repeated per company policy once an attorney is mentioned or involved we can longer speak to you. Client then said again she wanted to talk to to someone higher up and the CEO responded exactly the same. Once an attorney is mentioned we can no longer speak to you, you will have to have your attorney contact ours. We have cancelled clients membership so client will no longer be charged.

• Initial Complaint

  09/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed a contract where they offer services for $199 per month. The reason that I signed the contract was for tri Sculpt and after 4 treatments they decided not continue providing it, and offered me the neck that I was not happy, but I did it. They called yesterday and stated they are not longer offering the service without offering another one. I would like to end my contract due all the issues we are having regarding services, also customer service. And the management doesn't want to work with the clients.

  Business response

  10/22/2021

  Business Response /* (1000, 5, 2021/09/29) */ Client signed a legal contract with CMS for a minimum of 12 months. After that 12 months period and clients payments are up to date, client can then cancel their contract by either going into the spa, or sending a certified letter by mail by the 1st of the month. Within the legal contract that the client signed under "Membership Policies" section it does state that CMS can discontinue any services at any time. 5. Facility and Services CMS reserves the right at any time to delete, discontinue, modify or replace any services without any effect on this agreement. CMS also reserves the right to make changes to quantity services offered and to alter the hours of operation in CMS's discretion. You acknowledge that the services in the facilities are available subject to demand and are offered on a "first come first serve basis". That being said, the client is still able to receive a bunch of other services in their contract. Client can receive IPL, Fractional, Tattoo Removal, Vein removal, Laser Hair Removal, B12 and Facials. Client also still receives discounts on fillers and injectables The only service we discontinued was TruSculpt. Client has came in approximately 40 times for non-truSculpt appointments to take advantage of all the benefits their membership has to offer. Again, client can cancel their membership anytime after February 2022 as long as they are up to date with payments and either go into the office to cancel or send a letter via certified mail by the 1st of the month.

• Initial Complaint

  08/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Cancel contract. They won't cancel my contract. Child endangerment. HIPAA violation. Health violation sent me out with lidocaine all over my face. I had a scheduled appointment for tonight that one of your associates called me today to confirm at 12:30pm. This associate confirmed my appointment for 5:45pm, I said 5:45pm, they said yes. We hung up the phone there was no mention of any Covid restrictions to include no guests in the spa. I came tonight at 5:34pm and was immediately told do you mind if we don't treat you as long because your late. No welcome, how you doin, nothing. I told them I was told to be here at 5:45pm by the associate today another girl chimed in we'll just take care of her. All this time my son was standing next to me. Asked me to put my son in Florida heat 10 years old by himself

  Business response

  09/23/2021

  Business Response /* (1000, 8, 2021/09/01) */ Due to COVID-19 we do not allow guests or children for everyone's safety. We have our COVID-19 updates on our website, in our text reminders, and on a sign on our door BEFORE you enter the facility. I have attached all three for review. Client was aware of these policies. Client signed a legal contract on 6/21/2021 for a minimum of 12 months, if clients account goes into deficit of more than 3 months non payments, she will be sent to collections. Consumer Response /* (3000, 10, 2021/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is falsified by the business. They called me that day did not tell me and then put lidocaine on me and still did not tell me until 45 minutes after I waited in my car. They did not text remind me this is documented in the call on my car and when I came in. This business falsifies information, promotes child endangerment suggesting I put my child in a hot 100 degree car by himself, and does not have clinical oversight over their procedures. Business Response /* (4000, 12, 2021/09/02) */ Please feel free to view our website and text reminders. If client did not receive the text reminder there is a sign at all four of our locations that is exactly the same and it is posted on the door BEFORE you enter the spa. I have reattached all three items for review, but again, due to COVID-19 and the safety of our staff and clients we do not allow guests including children into the facility. We apologize for any inconvenience this may cause, but safety is our top priority.

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