Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to submit a negative review and three videos about a doctor on Real Self and they kept rejecting me. They claimed I didn't have 200 characters. I did. Their review application counted them for me. They wanted me to add to what I wrote. They wanted more details. I did not need them telling me what to say. They said I need proof that I was a real patient. I gave them an explanation of benefits, a statement showing the procedure had been billed and that I had a zero balance, the first page of my op report showing the doctor did the surgery, and another document showing the doctor did the surgery. It seems they are misleading people into thinking certain doctors are better than they really are by preventing negative reviews from going through on their web site. There web site is misleading.

  Business Response

  Date: 03/17/2025

  Hi *****,
  
  Thank you for reaching out.
  
  As mentioned in our previous emails, all opinions are welcome on RealSelf as long as they meet our guidelines, which are available on the review page.
  
  To ensure reviews are helpful to the community, we ask that they be at least 200 characters (around 40 words). Reviews that include repeated sentences to meet the character count arent eligible for publication, which is why yours wasnt published.
  
  We want to be absolutely clear - RealSelf does not require, request, or accept medical records or insurance documents to post a review. These documents are not part of our process at any stage.
  
  You may be confusing this with the Verified Purchase badge. Applying for this badge is 100% optional and has no impact on whether your review is published, but does require uploading a receipt to our secure server. It must contain: 1) provider's name, 2) proof of purchase, 3) procedure name, 4) date. To protect your privacy, we do not solicit or accept medical records, operating reports, insurance statements, or other private documents.
  
  If you'd like to update your review to meet the 200-character requirement, we'd be happy to publish it. Let us know if you have any questions!
  
  Best,
  The RealSelf Team
  

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23071117
  
  I am rejecting this response because: I filed another review this past weekend. The counter on the review application listed my characters as over 200. I submitted videos with my complaint. I skipped the verification process. My review has not been posted.  
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/03/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello I am an ENT doctor based from ******** ******, I have made an agreement with realself company for upgraded account and ads.Before approving deal I asked for penalty fee for cancellation and they informed me there is no cancellation fee(I have mails from the sale representative and they approved this mails and said;its a mistake by my sale representative ) After 2 weeks I asked to cancel my advertisement payments cancellation yet at 1st day of next month they charged me for that. After that I tried to solve the problem with them but they were insisting to apply penalty for me since in the contract there is a penalty fee. I didnt pay any membership or ads fee since then and they suspended my account. I want to know what I can do to solve that problem, Thanks in advance

  Business Response

  Date: 07/09/2024

  Hello **************,

  In February 2024 you signed a contract for six months of advertising on RealSelf. Three months after signing, you requested to terminate the contract early. Per the Terms & Conditions, the contract cannot be terminated early. Therefore, the earliest possible termination date was July.

  There is no cancellation fee or "penalty" fee applied when you terminate your contract. The amount you were charged in *** and **** were the monthly fees outlined in your contract. When these monthly charges weren't paid, your account access was deactivated and advertising stopped.

  We're sorry to hear the terms of the contract were not fully understood. We would be glad to provide you with a copy of your contract and answer any questions; in addition, the terms are listed here: *****************************************************

  We want to work with you and help you be successful on our platform. You are currently past due for *** and ****. Once this is paid, your account will be reactivated. We would then be happy to restart conversations about your business goals and how best to achieve them on our platform.

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21936922
  
  I am rejecting this response because:

  I have texted many times before but still I am getting same answer,

  I asked to cancel my ads for April (2 weeks before) and since the sale representative said there is no cancellation fee why they charged me for April.

  i didnt misunderstand contract terms wrongly your worker explained me in that way!

  There is no answer for that just saying same thing over and over.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/16/2024

  Hello **************,

  You signed a six month contract in February; therefore, you werent eligible to cancel the contract early (in *****). The earliest termination date possible was in July, which was processed for you. The charge in ***** was for your monthly payment. You were never charged a cancellation fee.

  You can read the terms of your contract here: *****************************************************

  Should you wish to view the copy you signed, please let us know at *********************************

  Because your account is two months past due, there is no money to refund.

  Kind regards,
  The RealSelf Team
  

  
  

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21936922
  
  I am rejecting this response because:

  I asked cancel my payments for April 2 weeks beforehand and still your charged me,
  Playing with the words will not works this time; if there is no cancellation fee why I couldnt cancel my contract when I wanted.

  Basically you are saying there is no cancellation fee but you cant cancel your contract!Of you do we will still charge you.

  Not even mention that was the word payment I did.

  Does that make any sense?

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *********************************************************************************************** Wednesday, February 22nd, 2023 REALSELF, INC.83 ****************************************************************************************** ************** Regarding: Very Serious Complaint Regarding: *************************************************************************************************************************************************************************************************************************************************************************************** Dear RealSelf, Inc. Executive:Good morning or good afternoon to You!How is your day today in sunny *******, ********** and/or wherever else You are in the World?My day could be going much better, thank you, except due to the Fact that I tried to write and publish a review/video on your RealSelf.com website and I received an automatic response asking ME to submit a Brand New Email Address, but when I tried to do so, it was Not Working!Enclosed, above please find the Url Link asking ME to reset the password and please also see below for the emailed response that I also received asking ME to do the exact, same thing for your reference and further review. Thank you.If You would like to contact ME back directly in order to discuss my letter of Very Serious Complaint in further detail, then please call me at: Voice/Messages/Text: **************.You may also email ME back at: ************************** or [email protected] am more than looking forward to hearing back from You with a Positive Response some time in the very near future.Thank you.Sincerely yours,****** ******************* Angry And Upset Potential RealSelf, Inc. User /HPS Enclosures: Please See Above For The Url Link Asking ME To Reset The Password And Please Also See Below For The Emailed Response That I Also Received Asking ME To Do The Exact, Same Thing For Your Reference And Further Review. Thank You.======================================================================================================================================---------- Forwarded message ---------From: RealSelf Date: Tue, Feb 21, 2023 at 7:38 PM Subject: Action Required: Password Reset Request To: <**************************>Hi HOWARDS,Youre receiving this email because you requested to change your RealSelf password.Please reset your password here:RESET PASSWORD If you did not request this, let us know.PROCEDURES FIND A DOCTOR ****** & REVIEWS BEAUTY NEWS At RealSelf, we're creating a world where every investment in modern beauty is Worth It.Talk to a RealSelf Specialist This email was sent to **************************. We value your privacy and will never share your email without your permission. 2023, RealSelf ***** ****************************************************************************. RealSelf is a registered trademark of RealSelf, Inc. All Rights Reserved.Unsubscribe Email Preferences Feedback User Profile

  Business Response

  Date: 02/22/2023

  Hello ******,

  
  You cant log in with the email addresses you listed because your accounts were blocked in 2019. The authenticity of the community is our top priority, and using multiple accounts is a violation of our Terms of Service. You are also not permitted to open additional accounts to circumvent this policy.

  
  We wish you well in your aesthetic journey and we hope this information has been helpful.

  
  

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 19446145
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

   

  this company got me confused with somebody else,

   

  i have had my account hacked and they have showed NO proof of any violation.

   

  where is the proof that i did something wrong?

  Business Response

  Date: 03/08/2023

  All RealSelf users are responsible for following the Terms of Service, which you agree to when you join.

  
  The Terms state, in part:

  
  "You may not use the Site:... To register for multiple accounts or use the account of another person without their authorization;"
  and
  "It is your responsibility to maintain the confidentiality of your Service Account information, including your Service Account password. In addition, you are responsible for all activities that occur in connection with your Service Account."

  
  You may access the full Terms here: ***************************************************

  
  You registered on RealSelf with multiple accounts:
  *************************** (2015)
  ************************* (2015)
  ************************** (2016)
  ************************** (2019)

  
  Security is our top priority and we take all suggestions of hacking very seriously. Your concerns were investigated and we do not have any evidence that your accounts were accessed by anyone other than you, and your accounts were blocked in accordance with our guidelines prohibiting the use of multiple accounts.

  
  We hope this clarification has been helpful.

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 19446145
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

   

  this company is beyond DISHONEST AND A LIAR and i will Explain:

   

  MESSAGE FROM BUSINESS:
  
  All RealSelf users are responsible for following the Terms of Service, which you agree to when you join.
  
  The Terms state, in part:
  
  "You may not use the Site:... To register for multiple accounts or use the account of another person without their authorization;"
  and

   

  ANSWER:  IF i did create multiple accounts, it would have been because the original ONE was NOT working at all.  if it did, then i would NOT create additional accounts!  obviously.

  NOTE:  this company Refuses to have proper **************** via phone or chat that works and there is NO way to get in touch with anyone!  serious!  i tried!

   

  
  "It is your responsibility to maintain the confidentiality of your Service Account information, including your Service Account password. In addition, you are responsible for all activities that occur in connection with your Service Account."
  
  You may access the full Terms here: ***************************************************

   

  ANSWER:  they said it is MY responsibility to maintain the confidentiality of my service account information..  what do they mean?  i never gave out my personal information to anyone, including my password!

   

  ANSWER:  regarding:  activities:  such as what???  any real examples?

  
  You registered on RealSelf with multiple accounts:
  *************************** (2015)
  ************************* (2015)
  ************************** (2016)
  ************************** (2019)

   

  ANSWER:  i already explained why i may have created additional accounts!  had your Stupid Website worked the Very First (1st) Time Around, then i would NOT have to create any potential Additional Accounts!
  
  Security is our top priority and we take all suggestions of hacking very seriously. Your concerns were investigated and we do not have any evidence that your accounts were accessed by anyone other than you, and your accounts were blocked in accordance with our guidelines prohibiting the use of multiple accounts.

   

  NOTE:  I Believe there was some hacking involved, perhaps from YOUR side internally.  

  Why would YOUR company from the Very Beginning Of Creating MY very first account purposely and deliberately PREVENT ME FROM EVER USING IT AND/OR POSTING?

  this is REALSELF'S FAULT AND NONE OF MY OWN!

  
  
  We hope this clarification has been helpful.

• Initial Complaint

  Date:09/14/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sick and chose my breast surgeon based on reviews. My surgery was to remove my breast implants b/c I was told I had Breast implant Illness.One of the sights used was Realself.com.After surgery I woke up with the wrong incision, ***** on the outside of the incision line, and a botched breast lift.I have posted the truth about my experience to warn women who were vulnerable like me.I ***** $13,500. When I asked questions, this south ** surgeon abandoned me.Three times I have written reviews and three times my posts did not follow their rules.I used no profanity, non professional tone, nor anything about the surgeons office.Real self protects surgeons and hides reviews.This is a highly public site for assistance in choosing a surgeon.I am delighted to show pictures, provide payment, or any other legitimate substantiation.If they would have allowed previous negative reviews, I would not be in my botched situation.

  Business Response

  Date: 09/19/2022

  Hi *****,

  Thank you for contacting us with your concerns and were very sorry to hear you had a poor experience with your surgeon.

  RealSelf is a website to help consumers research aesthetic procedures and doctors. We are not affiliated with the doctors listed on RealSelf. We publish all reviews - whether positive or negative - as long as they meet our Terms of Service: https://www.realself.com/terms-of-service

  You currently have two published reviews on RealSelf:

  Review of Mentor breast implants and ************************************** https://www.realself.com/review/mentor-breast-implants-non-fda-approved-clinical-trial

  Review of breast implant removal and Dr. ************************ https://www.realself.com/review/breast-implant-removal-caution-surgery-not-well

  Given our records indicate that our representatives have been in contact with you several times over the course of the past two months (most recently on 8/24, 8/25 and 9/14) we hope you have all your outstanding concerns and questions answered. If this is not the case, were happy to answer any further inquiries you may still have. Please email our team at [email protected] or respond to a previous message and well get back to you within one business day.

  Thank you again for sharing your experience with us and we wish you well.

  
  

  Customer Answer

  Date: 09/25/2022

   
  Complaint: 18025755
  
  I am rejecting this response because: When my posts were taken down, I received emails telling me that I violated your guidelines. There was no communication. I have been blocked by your site. I have a picture of the blocked message.

  My review was based on information that can be substantiated by the surgeons text messages, emails, and my medical records from the ** visits when this surgeon refused to help me b/c I complained that I did not have an en bloc incision. I paid him $13,500 for a 15 minute consult before surgery, 10 minutes after surgery, and I never saw nor spoke with him ever again. While he may be phenominal  with other patients, he dismissed me like garbage.

  Based on my experience, Realself blocks honest reviews. If I would have known the truth about this surgeon, I would have never chosen him. Your reviews said he was perfect.

  I am botched the rest of my life. Your sharing my information with ****************, is a violation of my privacy rights per HIPPA.

  Please do not protect surgeons who ruin lives and dont care.

  The money I gave him was my down payment for a home. I was sick and was told by his office liaison and his videos, my implants were making me sick. He capitalizes on sick womens vulnerabilities.

  My once beautiful b****** are grossly deformed.

  
  Sincerely,
  
  **********************