ComplaintsforMonroe MedSpa
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/05/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On July 22, 2024, I paid in full for Botox and filler to be performed on Sept 4, 2024, I paid in full that day for a total of $1,425.00. On July 27th I called to cancel the appointment and I wanted a refund on my credit, I spoke with the receptionist who canceled the appointment and told me some one would call me on July 29th about the refund, I never received a call from anyone or a refund to my credit card , I called again on August 1 and was told by the receptionist they were not going to refund my card, I could only receive a credit . The manager would not get on the phone to speak to me, I told the receptionist it never was stated there were no refunds or else I would have not paid for such a large purchase in full. Was told again someone would call me back. I still have received a phone call from anyone there.Customer response
08/07/2024
Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Regards, ***** ******* *********Initial Complaint
05/09/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On march 14th I paid 1200$ for 6 session of laser hair removal. At the time they never discussed they only had 1 person who was certified to perform laser hair removal. I went in for 2 sessions. March 14th and April 11th were my only 2 sessions. They contacted me on April 26th to tell me they could not complete my remaining sessions because they no longer had a person trained and could not discussed why she left. They were suppose to contact me again to discuss what the plan was going father and have not. I have called them 3 times. And left 3 voicemails. 5/9 I called them twice and left 2 voicemails and still no reply.Business response
06/17/2024
June 7, 2024
To Whom it May Concern,
This letter is in response to the complaint we received from the Better Business Bureau on June 6, 2024 regarding our client, ******* ******. On April 25th, 2024, Monroe MedSpa received a resignation from one of our estheticians who worked out of our Rochester office. The next day, we reached out to the clients who were scheduled for laser hair removal as we no longer had a staff member who could perform this service. Until the appropriate training / hiring of a new staff member had been completed, we would be suspending this specific service. On April 30, 2024, ******* ****** contacted the office and requested to speak with a manager regarding the status of future appointments for laser hair removal. I explained the current state regarding staffing / offering this treatment, and the steps we were taking to assist our clients who were scheduled for this service. She was very upset that the employee had left and requested the employee’s personal contact information so that she could reach out to the employee herself. I explained to her that would not be an option. I informed her of our plan to restart this service as soon as possible, however she was still upset that the same employee would not be the one completing this service. After several phone calls to the client, she requested a refund for the remaining services that she had not yet received. I contacted ******* **********, Monroe MedSpa’s corporate partner, to approve the refund in the amount of $800 for the uncompleted services. The refund was approved and submitted to the client on May 15th, 2024. We contacted the client on this date to make her aware that the refund was being processed and she should see it within a few days. I did confirm with her that the refund had been processed and received. No further action was taken following the refund.
If there is any other information that is needed regarding this complaint, please feel free to contact my office at ###-###-####.
Thank you,
Brittany B*****
Practice Manager
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.