Complaints

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Nov 6, 2023, I paid 1350 for 5 sessions of cryoslimming. On Nov 20 I asked for a refund *** ** ** ********* ******** *** * ** * ****** ** ****** ********* ***** stated she would need to talk to ********. Numerous calls were made. ******** has failed to respond. I was told she was on vacation, not in the office, in the hospital. I did inform ***** that I would take it to court. ***** stated no refund and refuses to do the services. Due to I relocating and ***** being unprofessional I do not want services. The company states appointments must be rescheduled within 30 days. However, the company refuses to reschedule or refund. ******** will not return calls.

  Business response

  01/18/2024

  In regards to complaint * ********
  
  Client  is correct that she did purchase a package of treatments however, we do have a no refund policy for package purchases and instead will offer a refund in products and/or other services. 
  
  After her initial treatment 10/24,  She returned for her treatment 11/7/23 and at that time she had no complaints and she actually purchased a package of 5 additional treatments for a discounted rate she was set up with follow up appointments every two weeks per treatment protocol.  For her following treatment 11/22/23 and we have no record that she  called to cancel that appointment and she did not show up for the appointment resulting in a $275 reschedule fee.   
  
  At some point around November 29 ( a day Ciao Bella was closed for the Thanksgiving Holiday), This clint  called and left a voice mail message to cancel the remainder of her appointments and she wanted a call back in regards to getting a refund for the treatments that she just cancelled.  We did cancel her appointments for the reminder of the year as she had already no called-no showed and we didn’t want multiple gap in our schedule for the remainder of the year.
  She is correct that ****** (Ciao Bella staff) communicated that I was in the hospital following a life saving surgery and resulting in an ICU and prolonged hospital stay. And I was not able to return her calls at that time., as I had to give up my phone and all electronics as part of recovery.
  Ms. Frasier continued to make multiple calls to Ciao Bella and harass my staff member who continued to communicate a consistent message about no refunds but ****** was open to substituting other services until Ms. ******* threatened to get an attorney involved.  I can’t imagine any medical practice in Lafayette, that would continue to offer services to a client that just threatened to sue you but that is evidently what This client expected. 
  Upon one visit to my hospital bed, ****** communicated the harassing calls  and the threats and sought guidance on next steps.  At that time, we engaged our own attorney who advised that we provide no services to this individual given her threat to engage an attorney given the litigious society we live in and the manner with which this client was acting. 
  I was only released to return to work 12/18/23.  Upon review of e-mail on my return, I reviewed the complaint to the bbb and did not return This client’s calls due to her complaint,  her harassment of my employee, and in the best interest of my health. 
  As a Med Spa provider, I am not required to have 24 hour coverage for issues such as this.  Therefore, I respectfully request the BBB do additional Due Diligence prior to making this complaint public as this behavior is completely unacceptable.  

  Customer response

  01/23/2024

  
  Complaint: 21094625
  
  I am rejecting this response because:

  I was not a no call no show.  I rescheduled 11/21 appointment for 11/22.  I spoke to ***** on 11/22 @12:34. ******** was on vacation.  I apologized to ***** on 12/6. ***** informed me that I would need to wait until ******** was back in office to do the services.  Numerous calls were to schedule not harassment. 

  I will accept products totalling 1300.00. The products and itemized price/invoice can be mailed to ** *** **** ****** ** ******
  
  Sincerely,
  
  ******** *******

*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. ↩