Complaints

• Initial Complaint

  06/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Contract signed Nov 2023 for $1600 with an agreement that if not taken off my blood thinners then the procedure would be cancelled. Was not taken off and cancelled with the company. They processed the contract through Cherry Technologies who is withdrawing $65.91 every month from my bank account. Can't cancel the contract because all the money was given to Lilly Beauty Medspa, which they claim has since changed ownership. The doctor who originally owned the medspa and I talked in November and agreed on this. Now, I can't stop the payment without negatively effecting my credit as they already paid the medspa.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  On May 14, I went to Lilly Beauty Med Spa in ******** for a facial because of their promotion. I met ****, the manager, who assured me they could help remove the dark spot on my face within four months. He also offered me a discount if I agreed to be their model. I agreed and he said I needed to sign some papers. **** asked if I could afford to pay $200 per month for four months, and I agreed. He borrowed my phone to help start the paperwork, so I handed it to him, and we signed the documents. I believed he was setting up the payment for that day. I had a facial and neck lift done. On May 17, I received multiple emails from PatientFi and was shocked to discover I had a $5000 loan. I immediately called the spa, but no one answered. The next day, Saturday, I visited the spa to inquire about the loan but was told the boss was off and was given an appointment for Monday.On May 20, I met with **** again and questioned him about the loan. He asked why I was surprised, as I had signed for it. I explained that I never initiated a loan and was unaware the cost would be $5000. He never provided a breakdown of the package or its price. If I had known, I would have walked out immediately, as I wouldn't pay that much for a facial. I believed I was only agreeing to pay $200 per month for four months. I asked **** how the loan was processed without my knowledge. He didnt answer directly, but I was told by their staff that I could only start a loan if I accepted it through my phone, which he had used. I was under the impression he was helping with the payment and modeling agreement. Additionally, I was never asked if I could afford this price. If informed, I would have used my credit card, which has a better interest rate than the loan. **** insisted I had to pay the loan since I had already received the first treatment, despite having paid on the day of the facial. He offered to schedule another treatment with a discount, but I refused, fearing further charges.

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited this spa for a facial that was provided and was very happy with it.i was then asked if I wanted to do a consultation for further services that I would benefit from. I was explain by an tech that I had problem areas of wrinkles that could be corrected 100% with fillers and highly recommended instant results. I recently had weightloss surgery and lost over 140 lbs and I was told I would have a new face the day of the procedure. I had been newly married and was very desperate and agreed and I did not get the results that was promised and later discovered it was not possible by another spa due to the amount of injections that would be needed to transform my face back to the way it was before weightloss. If that could not be done then cool! But don't lie and make me think it's possible and don't promise something that can not be delivered to just steal from **** would of never agreed to this if I had known this was not possible. I would like them to refund the finance company they had sign me up with...I was highly sought after and taken advantage of.i had called many times and ask to speak to the owner and would not get a call back. I went into the business and was told the owner was out of the country. I was getting text messages threatening me to stay away and accused of threatening this office and staff.i had told them I would be taking them to court and demand to speak to an owner after several attempts. They considered that a threat. I also still have knots under my skin and it's been almost 5 months.i have left reviews about my experience and this has angered them and they lie when they responded to my review.

  Business response

  11/30/2023

  ***************************** was only financially approved to purchase 3 syringes. Our nurse had recommended her to do more than 3 due to her weight-loss journey which created excess skin that can not be corrected with that small amount of filler. She proceeded to consent to the procedure and were injected. After she were initially not happy, we did offer her an entirely free syringe to satisfy her. After we offered to bring her in for a free injection, she entered our facility and proceeded to threaten and treat our staff members with disrespect. We were absolutely happy to help her and provide you with an entirely free service (which would usually be $1,150), but she then wrote defamatory reviews and verbally harassed our staff. Our staff no longer felt comfortable servicing her after the way she attacked them. A registered nurse is legally allowed to perform Botox and ************* services, it is not just dermatologists who can do that. Our nurse has 20 years of experience and is the national trainer for our stores and is more than capable and experienced. We have a strict refund policy which she fully consented and acknowledged by signing our store documents. She were not financially able to pay for the recommended amount. She signed a no refund policy and acknowledged our store policy. 

  Customer response

  12/01/2023

   I am rejecting this response because: This company  is fabricating a lie.Their response  is far from the truth.i was told I quote ..You will have a new face. I was told what I signed  up for was going to fix my problem  areas of wrinkles after 1 session.i did a follow up with a 2nd facial and I expressed to them at that time I was not happy with the outcome and they gave me a complimentary  botox on my forehead due to my troubles. I had asked to speak to the owner that day and they said they would have the owner contact me which  never happen.Someone from the office had scheduled  a post consultation  due to my complaints.i had called several times and still could not get the owner to call me back.i had to walk into the office which at that time I was very upset because  it took for me to go in and express my thoughts of how I was ripped off. I went home and wrote a review of my experience  which  is my right to share how I felt .I later got a text telling me to not come back to the establishment  due to my review.  They never spoken of how they felt I was threatening  when they asked me to come in.This was only spoken of when they saw my reviews.They clearly promised something  they did not or could not provide. I am not knowing and trusted in this place with high hopes.I was prepared and can afford to pay for this procedure  but feel it is unjustified  since it was far for the truth and I was taken for a lot of money. No one in their right mind would sign up for this if this the case. If it could not be done then I totally  understand..Maybe too good to be true. I want this to be refunded the full amount t plus interest  for this service  of fillers. I also was assured  this would last for 3 yrs and they highly  suggest  against  a procedure  that would cost 1/3the cost because they said it would not last as long .
  
  
  

  Business response

  12/14/2023

  There is no fabrication in our response. We did give her free Botox and were also going to provide her with another syringe of filler to help her feel more satisfied with the results, until she wrote defamatory reviews after we offered her more free services. ******* did come in and was very verbally aggressive with our staff which made us not comfortable to service her anymore. We have the right to refuse service if a client has made our staff uncomfortable. We injected all of the syringes she purchased and provided all services that she paid for. She was aware and signed a document acknowledging our no refund policy and will not be receiving a refund of any form.

• Initial Complaint

  08/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Lillybeauty med spa located at **** ******** ** ***** scammed me for purchasing a package. I was told by the owner ( that is how he introduced himself ) that I am getting abdominal ******* treatment twice a month for 4 month for 200$ a month of a final total cost of $800. I was told that I will be their model and they were giving me amazing deal because I already have excellent body and could help to advertise their business They asked me to fill out personal information questions on the company phone including my social security number for the medical purposes and asked my credit card to clarify the spelling of my name. While I was photographed for their future advertising campaign, my credit card was charged $205 without my permission and when I asked to provide me the copy of my package I was given many excuses . I said i do not want to deal with them and would never get any treatments from Lilly Beauty Med spa. I received the response from them that I do not need to worry, there would be zero charges . Next day I received the text message from ************************* that I have a loan for $5000 that is due to Lillybeatymed spa. I contacted the above spa in person and was told that the loan will be removed and I do not have to worry . My loan is not removed, it has been 7 days since our last conversation. I also would like to mention that I was never given any medical questionaries and never had a consultation with ANY medical professionals or even asked about my medical history even they gave me 15 mins free trial for Electrical Stimulation Machine on my abdominal area that day of my visit. . I could have some bleeding disorder, some clothing problems or some other serious conditions that could affect my health.

  Business response

  08/29/2023

  We are aware of this situation with this client, unfortunately, her words are full of lies. 
  we have all the recording and camera footage showing a completely different story
  On the day of her arrival at the spa, after going through a consultation, ********************* was offered a package of treatments and products for the cost of $5,000 for a treatment plan of 4 months, twice a month, with each visit including 2-3 different treatments.
  The cost of this package was a bit high for her to pay all at once, so we offered to help her finance for a period of 24 months. For the amount of $200 
  Once agreed we sent her a loan application, which she filled up herself, She entered her private information which we have no way of knowing like her address and social security number.
  In the link she could see the amount, and choose the length of time it would be paid of, in this case, 24 months. When she agreed to the terms, she put her Card information and made the first payment. The loan company we use is Cherry Technology, and during the application, the information of the amount, and month are shown multiple times!
  Regarding the pictures, We did ask her if we could take some photos of the process so we could post them, and in return her cost was cheaper than it should have been, that why it was only $5,000.
  After the all processes, ********************* left the spa for a couple of hours and then returned to the spa to say that she misunderstood and thought that it was $200 a month for 4 months, for a total amount of $800 dollar.
  At this point after talking and realizing that perhaps due to the language barrier perhaps miss didn't understood fully the all details and costs, giving her the benefit of the doubt, Immediately our manager has apologized for the misunderstanding, even though we were very clear about the full information that was giving to her.
  We offered to lower the cost even more and keep the same package, but ********************* didn't want
  And insisted on paying 4 payments of $200 for 4 months, which is impossible since it's lower than the cost of a single visit!
  At this point, we suggested a refund for the loan since she hadn't started the treatments yet
  But she wasn't interested and kept insisting on getting her way, even begging for this for almost an hour. Luckily we have video footage of the all incident showing what happened and her asking over and over to pay this absurdly low price.
  Unfortunately, it was not possible, and ********************* was refused, and refund was the only option ********************* was clearly angry leaving the spa still taking with her all the products, and now seems like shes trying to revenge by making this comment to BBB that is full of lies
  We still haven't processed the refund because ********************* left the spa taking all the products with her, and failed to cover the cost of the first visit.
  Were more than to honor our part, and refund ********************* once she return the items she took, and cover the cost of her first visit.
  
  

• Initial Complaint

  06/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a treatment of injections worth $1520. I told the manager that I needed to verify my general Dr about the ingredients before proceeding with any injections. I spoke to my Dr and he advised me NOT to proceed with the injections due to the ingredients and because I would soon be a participant of an in-depth liver cirrhosis disease study. I contacted the spa and ask to cancel my order and refund the charges. They have refused to proceed with my refund and are now screening my calls and refusing to issue my refund and cancel ALL injections.

  Business response

  07/05/2022

  Hello.

  We are responding to complaint *********.

  We have since refunded the customers entire purchase and it has been fully processed and can now be closed. Please resolve this at your soonest availability. 

  Thank You, 

  Lilly Beauty Spa 

  Customer response

  07/06/2022

  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.

*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. ↩