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Complaint Details
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Initial Complaint
07/03/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
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
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 response
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
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 TeamCustomer response
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
02/21/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
*********************************************************************************************** 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: RealSelfBusiness response
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 response
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
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 response
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;"
andANSWER: 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
09/14/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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 response
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,
**********************Initial Complaint
05/15/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
Added review of Plastic surgeon on the 11th. Office staff complained about 1 star review, mysteriously my review no longer has a star rating and I can't fix it...presumably they are getting ready to delete it, and I dont want to update it for fear of it being removed - have more information to add.Realself dosent appear to be a true "Review" site....my review has been demoted and they seem to be against the very freedom of information they claim. Accidently signed in with my other ****** account, but cannot merge it (and my review) to the main one.In addition, was seeking companies help in location another breast augmentation surgeon outside of the **, but after 2 consultation requests and one complaint to realself about not getting an answer, RealSelf just wont answer. Review is here:https://www.realself.com/review/breast-augmentation-lgbt-medicare-medicaidBusiness response
05/26/2022
Hello,
Thanks for contacting RealSelf and bringing your concerns to our attention.
1 - RealSelf is an authentic space for consumers to review doctors and procedures. Doctors cannot edit or remove reviews from RealSelf. Your review belongs to you, and its your space to share your opinion and experience.
2 - Your review didnt have a star rating attached when we received it, but you can add it at any time by clicking the Edit button next to your rating. We can also add it for you, if thats more convenient.
3 - Were sorry to hear that you had trouble contacting our team. We dont have a record of any emails or direct messages from your accounts prior to your BBB complaint. The best way to reach us is by emailing [email protected]. We respond to all emails within 1 business day. We also have a live chat agent available from 8:00 - 4:00 p.m. PT for immediate assistance.
4 - Wed be glad to help merge your accounts now and assist with any review updates. Weve sent you an email and we look forward to receiving your reply.
5 - Finally, were sorry to hear that you didnt get a response from one of your consultation requests. We ask all doctors to respond within 2-3 days but, since theyre independent businesses, its ultimately their choice how and when they respond to prospective patients.
6 - After we received your BBB complaint, we contacted the doctor and let them know that you were waiting on a reply, and were sorry you still havent heard from them. Please let us know if we can help you find another provider instead.
Thank you again for sharing your feedback. Again, please check your email for a message from [email protected] so we can help you with your account, and we look forward to hearing from you.
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Get a QuoteCustomer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.