ComplaintsforSona Dermatology and MedSpa

• Initial Complaint

  04/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I received three area packages (6 sessions) for my wife for about $3,050. On the third visit, my wife kept complaining that she did not see any improvement and suggested that the laser power be increased. However, the provider ignored her concerns. on last visit, they performed evolution and gave 1 extra session as they also agreed there was very less improvement after six session. After the extra session, they said that we might need to increase the laser power. However, since your six sessions have been completed, you may purchase separate sessions at discounted prices, and the cost for 6 sessions was around $5000 (Yes, the discount price is higher than the actual package) and this was from the Regional manager who was so rude to talk with dint even listen.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a laser hair removal package for my bikini area from Sona *********************************************** Ballantyne on January 21, 2022. It totaled $949.05 and included 6 treatment sessions. It was marketed to me as a laser hair "removal" package and is indicated as "*** bikini" package in the notes on my receipt from this transaction.I had my first session on 1/24/2022 and the employee who treated me didn't even treat my full bikini area. She also seemed like she was intoxicated/disoriented in some way (she had a lot of trouble simply operating an ipad). I had a second session with this same employee and when she took me back to my room, she made it a point to say that she had gotten the room all clean and ready for me, but when we walked in it looked as if someone had just left the room. It was dirty - there were towels all over the table/floor and a used bathrobe just out in the open. It was after this appointment that I requested to not be put with her again.I had my third session on 6/7/2022 and was told I would be with a different employee. Lo and behold, the employee I had requested to not be put with again took me back for my treatment. She, again, didn't do my full bikini area. I emailed the location about this session and was told that I was probably put back with this person because the other employee was likely scheduled to give a treatment that no one else in the center could do. I don't understand why it was noted in my chart that I didn't want to see this person again and I was put back with them.I was put with another employee for my fifth session and she was great! No complaints. However, we did a hair eval after my fifth session instead of after my sixth and final session. It was determined by the practice manager at the time that I'd receive two complimentary sessions.This location has tried to tell me more than once that I have no sessions left. I should still have one left, but I was turned away at the door this past week on 3/8/2024.

  Business response

  03/12/2024

  Any and all free treatments needed to be completed in a timely manner to ensure proper results. Patients are to space out treatments 8-10 weeks apart. free treatments were issue back in Feb 2023 and to be used and completed by to be June 30th, 2023, in order to be effective if they were needed. As a courtesy the patient was able to use 1 free treatment back in DEC 2023. Laser Hair Reduction requires touch up treatments at times, being that this is so far out of the original treatment time frame and patient did not stick to the treatment guidelines she will need to pay for discounted touch up treatments as needed.

  Customer response

  03/12/2024

   
  I am rejecting this response because:
  I was never given a date or timeline to receive my complimentary treatments.  I paid for 6 treatments and my first three didnt even cover the area I paid for.  Life happens and I had personal issues that took precedence over laser hair removal treatments which is why there was a gap in my appointments.  And if they werent going to honor the second comp treatment, why was I told by ****** via phone call after my appointment in December that I still have one left?  They shouldve disclosed that information to me at my last appointment.  At this point, **** can adjust my record to look however they want to and it seems they want it to look like Im trying to just get free treatments, but I know I have one left.  I will email the voicemail I have that doesnt give any timeline/deadline to redeem the treatments.

• Initial Complaint

  11/20/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Date of transaction: July 11, 2023 Amount: $437.50 I prepurchased a package from SONA Medspa (Galleria) and was unable to use it because the spa (and all ***** locations) closed indefinitely, without warning. I've tried contacting ************ location by phone, email, and their online chatting box since August 2023. I've also tried contacting the corporate office by phone and email. I've received no response from either and no refund has been processed. On the spa's website, the company has not offered any explanation, and only claims that the spa is "closed temporarily" but with no hint of a reopening date. Please help investigate the sudden and irresponsible closing of this business so that I - along with others who prepurchased packages from this business - may get our hard-earned money back.

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a laser hair removal package from Sona on 9/2/21 and have been receiving laser hair removal treatments since. I signed a contract that stated 70% hair reduction and was under the impression the hair removal was permanent. After multiple treatments, I realized there was no permanent hair reduction and was told on 5/15/23 that the hair reduction is temporary and not permanent. At no point was this shared with me during my course of treatment after multiple appointments and complaints of not seeing permament reduction until now. I believe the marketing and communication was misleading and as a result ask to receive a refund in full for $779 for the services I received under false pretenses.

*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. ↩