ComplaintsforBack to 30

• Initial Complaint

  08/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  To Whom it may concern, I made an appointment with Back to 30 for a consultation (like I was told over the phone) The purpose of the consultation was to look at my small tattoo and come up with a game plan on the number of visits and money for the removal. I went for the consultation and was told it was really small and she was confident she could get it in three or maybe four treatments. She gave me a quote and I agreed to it. I went ahead and paid for the services. I came for my first visit and had the treatment done, not much change but a little bit difference, in 6 weeks I went back for my second visit and saw someone completely different and she only had the laser on my finger no longer than 30 seconds top, and she quickly told me it was going to take around 10 treatments to get that Tattoo off. I explained to her what I was told last time , she said I don't know why you were told that. After my visit I waited to see if any change at all and absolutely NO change in my finger at all. Here I am now on my last treatment I paid for after the consultation and no change. I called the office three times to speak to a office manager and I was always told they were not in or take a message. I finally left a message, and got a call back from the support team to ask what was wrong. I explained everything to them and how upset I was, she made me an appointment to go to into the office when someone else was going to be there that could help me, I asked if they were going to do my laser treatment that same day and I was told yes. On the day of my appointment 8/28/2023 I was sent a text message reminding me I had two appointments at 11:15am and second appointment at 6pm. Once again I called the store to see which one I was supposed to go because I was having to leave work. I was then told I needed to go to both appointments, after I explained I could not miss that much work, I was told there was nothing else they could do I needed to come to my appointments.

  Customer response

  09/05/2023

  I just wanted to update you and let you know the business Back to 30 contacted me and they are going to make this right by offering more services to me for what I paid for and was quoted. 

  You can close this out if you want to!

  Thank you so much for all your help 

  **** ***** 

• Initial Complaint

  03/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My entire area below my nose is numb. Difficulty in eating, drinking, and licking my lips, and putting my lips together like kissing. My lips are crooked. I was not offered any numbling cream, as I had asked. I asked for the name of the medical doctor, and was denied. I was denied the name of the owner. The med spa looks like an average nail salon. My face was not cleaned. It was dabbed with a pad, and I have no idea what it was. Photographs are taken after treatmemt, but not before. No proof of credentials was shown. No exam of my face was given. No magnifying glass was use to determine condition of my skin before treatment. I saw all the used needles and bloody pads that were used on my face. No follow up phone call the next day on Saturday. I had to leave a message, and phone was return using my voice mail and I was not called back again. I did not matter. I never saw the person's face that worked on after masks mandates have been lifted. I don't like someone hiding behind a mask. That's fine during a procedure, but not during an introduction. The receipt I was given is a merchant copy and I was told that's all they have. The receipt lists only card type and amount of payment, but not the service. The owners are in hiding and their customer support team uses a scripted reply. It appears the owners are using the med spa as a money racket, and I was treated like I don't matter. I am asking the owners to contact me.

  Business response

  03/30/2022

  Thank you for your feedback as 5 star service is something we always desire to deliver at Back to 30. As we cannot speak to many specifics in this case based on certain restrictions and laws pertaining to privacy, we can speak to generalities relative to our company practices. We do offer many services at Back to 30, some of which are evident immediately post procedure, and some of which take time for the result to fully develop. The same is true relative to the use of numbing agents. Some services are eligible for numbing services, and some services are not in that category. As an example we would not numb for a vitamin injection but we would numb for a procedure such as a lip filler. Typically when a pad is used or "dabbed" on the face, that indicates a chemical disinfectant of some kind was used (depending on the procedure) such as alcohol or chlorhexidine. A magnifying lens or light is used for only a small percentage of treatments per protocol. While we are sensitive to the fact wearing masks can be a highly polarizing subject, as a medical clinic we do adhere to stricter protocols than perhaps a non medical clinic may chose to do. All medical providers do wear name badges with their name and credentials while in the clinic for ease of identifying specific roles, and we do adhere to the strict protocols relative to compliance with the law and communication. We care about you and every single client and every single team member, and we do have team members in place to handle any escalation that may occur (although rare). We will be reaching out to you to send an additional copy of the receipt. Our software is set up to automatically add the type of service to the receipt when it is emailed although sometimes the credit card portion may only have the amount charged. 

  Customer response

  03/30/2022

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  My face was not cleaned, it was dabbed, and that is cheap and insufficient. My skin was not examined under a magnifyer. I do not matter. You refused me numbing lotion because it's "get them in get them out." Botox was used excessively on my upper lip, which would made my lip move inward, a ploy designed to get me back in for more services. I am still denied a phone conversation with the owners. I asked for a price list, and was told there isn't any. So are prices made up by judgement of who the customer is? It's just weird not to have a list of procedures with prices on a valid sheet of paper of what the shop offers. I recieved recieved a huge 12X8 folder on picture advertising without a list of prices, and it's just a few advertsments. I did not receive a receipt with the name of the practitioner, what I had done, and the units I recieved. I did not matter. I can't purse my lips, and eating and drinking is a huge challenge. A medical doctor should have called me with a response. No pictures are taken before. This way you have no comparison to botched jobs. My mouth is crooked because the needles were used in the wrong muscle. A customer is denied to speak to an owner as they are in hiding. It seems it's a money racket and cheap med spa. Also, the products you sell are a , "your name goes here" type. With the high prices, I would expect more than a nail salon look. Also , I am a member of ****, and I was not told how that works. I do not trust Back to 30. I have real concerns and I am denied who the owner us, and no medical doctor called me. I would like some sort of a refund.
  
  
  Regards,
  
  
  ****** ***

  Business response

  04/04/2022

  Thank you for reaching out as that enables us to improve the client experience. Due to privacy concerns and regulations we are unable to discuss specific details in this situation, but can speak to generalities and protocols. We will be reaching out to have an in person exam with one of our medical doctors or nurse practitioners as that is truly the only way to access your particular concerns as what you are describing does not match our records. All practitioners do wear name tags with their name and credentials while in the clinic setting. Please expect a phone call from someone in client service as we do stand by our original response. 

  Customer response

  04/06/2022

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  I have never recieved a phone call from a medical doctor from Back to 30. I should have the right and demand to speak
  to an owner of Back to 30. My mouth us horribly crooked, and that is because the I next was put in the wrong place. It will take 5 to 6 months for that to wear off. It can be fixed a little with another small injection of Botox, but I do not trust Back to 30 to fix it, if it can be fixed. Also, my upper skin, under my nose is now very numb, and I have grave trouble chewing my food. It falls out of my mouth as it is very hard to keep my lips closed while I am chewing my food. T
  I matter. No medical doctor from Back to 30 has called me. I would think food falling out of my mouth would concern the owner, but it does not. I demand 50% off my money returned so I can get this straightened out by a medical professional. I feel this is very reasonable.
  Regards,
  ****** ***

• Initial Complaint

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought laser hair removal from back to 30. Came in for a consultation and they assured me the laser they had was better and stronger than what other places use and would work on my hair color, and if it didn’t i would get my money back. Because i had been told laser hair doesn’t always work on red tinted hair. I did Armpits and bikini. After the 6 sessions they recommended I buy I had Zero results so they recommend I do 10. After 10 I had no results and had wasted a lot of time and money and went through a lot of pain. I was Frustrated and continued contacting and complaining and they put me off. Finally they told me I needed To come in and have photos taken. I had to take very uncomfortable naked photos in the office of my privates to be sent to “management” then was again ignored for months when I would call. Finally they told me they could offer more sessions but that was it. Why would I want More if it didn’t work and was painful? I call Weekly to be ignored. Beyond frustrated.

  Business response

  11/01/2021

  Tell To Whom it May Concern:
       We sincerely apologize for any frustration or uncomfortableness you may have experienced with Back to 30.  While we realize the treatment series you described was over 3 years ago, we do still take each and every client concern to heart. We do use a diode laser which is considered the gold standard relative to laser hair reduction and have a strong track record relative to results and patient satisfaction. Laser hair reduction is performed in a series, and the best results are achieved on a hair follicle is in an actively growing phase (which is approximately 1/3 of the follicles at any given time). It for for that reason that treatments are performed in a series to give the best chance for adequate hair reduction. 
      When reviewing your situation, we do agree that although there was a reduction in hair growth, more reduction would be beneficial. Although we cannot guarantee how anyone will respond to a given service and although we do have a no refund policy on services which you signed, we are still willing to retreat the areas at no additional charge as previously offered on multiple occasions.  There are certain colors of red that can be resistant to laser hair reduction treatments, but after reviewing your situation that does not appear to be the case. We are empathetic to the sensitive nature of having photos taken in this situation, which is why disposable undergarments were provided to you for those pictures to maintain a level of modesty.
  
       We do ask that you not reach out to leadership via multiple modes of personal contact information as this is not a personal situation, rather a business one. We will reach out to you once again in an effort to resolve this by retreating at no additional charge. 

  Customer response

  11/02/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

  
  Yes this has been going on for 3.5 years because back to 30 keeps putting me off. Do not act like I  have not been contacting repeatedly since my treatments and concerned during. I  have been calling, emailing, following up and have been put off. Yes there was also a pandemic thrown in there too. I  was told during my consultation where I  signed the paper work "DO NOT WORRY, if the laser does not take to your hair we will give you your money back, we won't just take your money" and I wanted my money back after 4 treatments and was told to try 6. did 6 and was told oh lets do 10 and give it some time. I  did 10 painful treatments. and had ZERO results. you claiming that I  had a little less hair growth is absolutely false and I  would love to see your proof of this, because this is falsifying medical documents if so. I  had absolutely zero results from any of the treatments. I  have had to resort to reaching out to management on other platforms because of the lack of response from anyone at back to 30. I  have had Belinda "promise to get back with me" more times than I  can count and NEVER heard back from her without having to call again myself. I  have repeatedly asked to speak to who is above her and management WITH NO RESPONSE from back to 30 (for as you pointed out YEARS) Do not blame me for how long this has gone on and do not say I  haven't tried. I  do not want more treatments. And the fact that you had a customer come in and take uncomfortable pictures- who you had no intentions of doing anything for but providing more painful useless treatments you knew she wouldn't want- is absolutely horrible. I  expect a check for the full amount I  paid for the laser hair removal mailed to me or we will be taking further action, and its as simple as that.

  
  
  Regards,
  
  **** *****

*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. ↩