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Complaint Details
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Initial Complaint
08/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Bella Luce Med Spa got new management. In the beginning they consulted me for laser hair and told me buy 6 treatments of laser hair removal and after the 6 treatments the touch ups would be complimentary. Now the new management is saying no complimentary touch ups, because some people take more than 6 treatments of laser hair removal. I am frustrated, because I was consulted and told to pay for 6, then I would get complimentary touch ups after that if there was existing hair. Now they are taking it back after I have paid for 6 treatments. I don’t want to pay for a full treatment to touch up 12 or so hairs. Sara tried to explain to me why they are changing it. However, I feel as if it is wrong that a business is changing it up on a client who has already paid for these treatments and received a consult for this service plan. They used to be super accommodating and put clients' needs first. If you were not happy, they would make it right. That is not the case anymore. I believe I should either be refunded for all 6 underarm laser hair treatments and my Brazilian treatments, or they should finish my services out and accommodate complimentary touch up services, as promised.
Business response
09/02/2022
This Law Firm has been retained by Bella Luce Medical Spa to investigate and respond to the above numbered complaint received by your office on 08/15/2022. We are in possession of your letter to our client dated 08/30/2022 advising of said complaint.
The Complainant has been a customer ofBella Luce Medical Spa since at least July 30, , and for over a year has come into our Medical Spa approximately once every month or two for various treatments and/or procedures. She has received Restylane Kyssee lip filler injections, Brazillian Laser hair removal, Underarm Laser hair removal, Botox and Dysport neurotoxin injections and Brazillian waxing without complaint of our service or employees. (See Exhibit A).
On August 1 5, 2022, the Complainant came into Bella Luce Medical Spa and once again received a Brazillian Laser hair removal procedure as well as an Underarm Laser hair removal procedure.
On August 25, 2022, the Complainant called asking when her next appointment was scheduled. On this call, she wanted to know if she would be getting unlimited free Laser hair removal "touch **** as she stated the previous manager of Bella Luce Medical Spa had told her?
The previous manager that Complainant was referring to was allegedly engaging in conduct that was or could be classified as illegal, detrimental, unethical, and not in the best interests of Bella Luce Medical Spa and as of approximately February of 2022 is obviously no longer with the company.
The Complainant's issues and concerns were communicated to the current Manager of Bella Luce Medial **** Ms. ********************** who attempted to call the Complainant on several occasions and leaving voice mail messages. The Complainant eventually contacted Ms. ********************** saying that she got the message, and stating "Hi *****! I am so sorry I didn't call yesterday! I got super busy yesterday and it totally slipped my mind!" (Said call from Complainant dated 08/31/2022). (See Exhibit B).
In a good faith effort to resolve the Complainant's issues, and to make our customer happy with our services, ********************** Medical Spa Manager, ********************* has been authorized to offer the Complainant a full treatment schedule program of six Brazillian Laser hair removal procedures and an additional program of six Underarm Laser hair removal procedures at no cost to the Complainant. There is just simply no way that this company nor any other company can offer its customers lifetime free Medical Spa procedures or "touch **** as the complaint alleges.
The Complainant accepted the offer and has booked an appointment to begin her full compliment of the above procedures beginning September 15, 2022, with Bella Luce Medical Spa.
Thank you for the opportunity to respond to complaint ID #******** and if you have any other questions or concerns, please feel free to contact me.
Customer response
09/02/2022
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.
Sincerely,
*****************************Initial Complaint
04/07/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On March 29, 2022 I went for treat for verticle lip lines at Bella Luce. Lip filler was suggested to address my issue. After numerous very painful injections the procedure left me with a deformed upper lip. After ********************************************************* both lips. They offered to dissolve the filler and inject more but I do not want them to touch me again. I have sent two emails informing them of my complaint and requesting a refund. I have not received any response to said emails.Business response
04/21/2022
To Whom it May ******************************* client has been and was reimbursed within 48 hours of original message for the $565 that was requested. I offered to have the filler dissolved for client as she was not happy with them but never offered to inject them. I gave client a list of different treatments that can help with the initial concern she had, filler being one. I offered any of the other alternatives free of charge once client hit a 2 week **** post filler treatment. Client signed Botox and Filler consents, consenting (signing) that she was aware and understanding of the possibilities as far as pain, bruising, lumpy-ness, redness, swelling, etc. Client used our numbing agent for the recommended 20 minutes distributed by provider.
Client was refunded amount requested immediately upon receiving email. Client called office one day after requesting refund and spoke to office manager using words and tactics to cause intimidation and explaining further dissatisfaction. I, office manager, apologized again, reassured refund, and wished client a great day. Received no verbal response.
Thank you,
Taubianna
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.