Complaints

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 28 weeks of semaglutude weekly injections. Today I was informed that I only paid for the initial dose, not the increased dosage (they increase you every four weeks). No where on their website nor contract did it state the increases were not included. I waited for a manager to call after they tried to change my medication but the call never came. At this point, I feel like its a scam and I do not wish to continue their services. I was offered $1,100 credit to apply towards a $3,500 package for the different medication. However, I feel they misled me and do not wish to continue with their office. I would like a $1,200 credit back refund (they offered an $1,100 credit stating -$700 for services Ive used and a $100 restocking fee, however there is no product to be restocked.). I would like the $1,200 credit or continued services with the increased dosage as I purchased without the upcharge theyre now stating for the increased dosages. They are absolutely playing a bait and switch.

  

  Business response

  07/02/2024

  Dear Better Business Bureau,
  
  Thank you for allowing us to respond to and resolve ****************** concerns.

  There definitely seems to be some confusion here. Our records show that ****************** purchased a twenty-four-week program and not a twenty-eight-week program as she stated. With her purchase we included four weeks at no cost bringing her total treatments to 28.

  
  During *******s appointment on 06/20/24 I do show that she requested to change to a stronger medication that is not currently part of her prescribed treatment. Its a totally different medication and yes that is a more expenses medication.

  
  As it relates to increasing dosages, this is typically done gradually after the completion of the initial administering of the drug so that the patients body adjusts to any potential side effect and so that we can monitor any adverse reactions from too strong of a dosage being introduced too quickly.The increased dosage is every four weeks and is already prescribed.

  
  If ******* reviews her prescription vials that she has, shell clearly see that she increases her dosage every four weeks with no additional charge. We start every new patient at .25mg for the first four weeks and then move to .50 at weeks 5-8,1.00 at week 9-12, 1.70 at week ***** and 2.4 for all remaining treatments after, unless they wish to stop using. If they wish to stop using we will prescribe in the reverse order.

  
  *******, please take a look at your vials for this language and let us know if this is not the case. If you would like to discuss further please feel free to give us a call.

  Sincerely,

   

  Novuskin

  Customer response

  07/02/2024

   
  Complaint: 21880224
  
  I am rejecting this response because:
  The poster is correct, I purchased 24 weeks and as part of that package I received 4 weeks free, giving me a total of 28 weeks.  However, my initial dose was .5, and after 4 weeks was increased to 1mg.  I received 3 vials, total 12 mg.  12 mg Id not going to substain a 28 weekly injection with increases starting at .5 and going up to 2mg.  When I went into my 8 week appointment, the ** stated I should go on a different medication and shuffled me into the office.  I had no idea the other medication was at a higher cost.  Then I was told my 28 weeks did not include the increased doses.  Even at .5mgthose vials would only last 24 weeks.  However, the ** employed by Novuskin increased my doses and started me at .5 and then increased after 4 weeks to 1 mg.  And therein lies my complaint.  I do not wish to switch medications at the doubled cost.  I will stay on the semaglutide and need additional medication to honor the increased doses.  This is a ** and management issue.  They are selling one thing, then doing a bait and switch with the ** increasing the doses.  I am currently at 1.5mg.  Or I had the option of switching medications, which I opted out of doing.  I did NOT request it authorize this change.
  Sincerely,
  
  *****************************

  

  Business response

  07/12/2024

  Thank you again for allowing us to address *******'s concerns. We've attempted to call ******* to help her resolve, but she refuses to discuss.

  I believe that *******'s answer in her rejection response to the BBB clearly validates our position that she has been receiving the increased dosages. In her initial complaint that was filed ******* stated " Today I was informed that I only paid for the initial dose, not the increased dosage" This was/is her complaint.

  In our initial response to The BBB we proved that this was simply not true. In *******'s rejection response to The BBB ******* then changed her position to the fact that she did receive an increase. Quoting ******* again she now states in her response "However, my initial dose was .5, and after 4 weeks was increased to 1mg." This is in direct contradiction to what she stated in her initial complaint that she did not receive any increases. You can't make false allegations and then change the narrative to your benefit. The prescribed medications bottles are labeled with the dosages. In addition it should also be noted that ******* did receive in clinic injections outside of the bottles that she received. She didn't calculate this in her rejection response. 

  *******, we are here to help resolve the issue and you will receive what you enrolled for. We will continue to correspond in writing if that's what you wish, it's just not in many instances as effective as a phone call. 

  Sincerely,

  Customer response

  07/16/2024

   
  Complaint: 21880224
  
  I am rejecting this response because: I did respond to ******, and in writing.  My responses were ignored.  I absolutely did not contradict my original complaint.  ****** stated I received 12 mg.  That clearly does not cover 28 weeks of semuglutide at .5 mg for the initial 4 weeks, and an increased dosage of 1mg for 4 weeks, and so forth.  They state they tried to contact me and I responded and then was ignored.  Please see my attachments of my correspondence and as you can see, I responded that very dayand this company never responded.
  
  Sincerely,
  
  *****************************

  

  Business response

  08/02/2024

  Dear Better Business Bureau,

  Our position in our last response has not changed. We are utilizing The BBB as our medium and forum of communicating with ******** We have asked ******* to give us a call to resolve this issue, this is clearly stated in our last response to the BBB. She refuses? Allow me to state again ********* we are here to help resolve the issue and you will receive what you enrolled for" 

  Thank you for allowing us to respond to and resolve ****************** concerns. She is encouraged to give us a call at ************ or we can continue communicating here.

  Our previous response is

  I believe that *******'s answer in her rejection response to the BBB clearly validates our position that she has been receiving the increased dosages. In her initial complaint that was filed ******* stated " Today I was informed that I only paid for the initial dose, not the increased dosage" This was/is her complaint.
  

  In our initial response to The BBB we proved that this was simply not true. In *******'s rejection response to The BBB ******* then changed her position to the fact that she did receive an increase. Quoting ******* again she now states in her response "However, my initial dose was .5, and after 4 weeks was increased to 1mg." This is in direct contradiction to what she stated in her initial complaint that she did not receive any increases. You can't make false allegations and then change the narrative to your benefit. The prescribed medications bottles are labeled with the dosages. In addition it should also be noted that ******* did receive in clinic injections outside of the bottles that she received. She didn't calculate this in her rejection response. 
  *******, we are here to help resolve the issue and you will receive what you enrolled for. We will continue to correspond in writing if that's what you wish, it's just not in many instances as effective as a phone call. 
  Sincerely,

  

  Business response

  11/22/2024

  Good morning Better Business Bureau,

  Thank you for bringing this to our attention. For the last several weeks we have been working with ******* to resolve her concerns. As stated in our first response, if we had the opportunity to speak with ******* instead of endless text and emails we could work to bring a satisfactory conclusion to her dissatisfaction. I thought that with resolving her dissatisfaction that this complaint would have been redressed by her and that no further actions would be needed from us. My apologies for that assumption. I believe that we were able to clear up the confusion and meet in the middle to satisfy Christi.  I'm not sure what additional steps you require from us. Can you please advise.  

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid in full July 10, 2023 $3,278.00 for guaranteed services that I will lose my belly fat. I made several bi-weekly appointments and never missed. Then changed to WEEKLY and nothing has changed. Each appointment as time passed, I expressed my ongoing major concerns w my tech that NOTHING HAS CHANGED. Total waste of money, time and tips. NO CHANGE. the only change is now, I am losing weight because last time I visited their center, it was dirty, there were family members in the Membership area that were not members. The food is not kept safe and chilled (gross) and the utensils are not separately packaged. That day Friday Nov 24, I became quite ill and missed work because of it (proof of all).I need a full refund immediately as this company and their services do nothing for me personally, including the unsanitary conditions. ----- Forwarded Message -----From: *************************** <*****************************************>To: ***************************** <***************************>Sent: Wednesday, November 29, 2023 at 12:20:52 PM PST Subject: UPDATE-Comments from a member-kindly escalate - personal & confidential please! This is an update that Im still sick ever since I left your facility last Friday. I Dont believe the conditions are clean as stated below and as stated each and every time for many months, I have made it very clear, your products and services absolutely do not work for me! I shared my frustration with each and every associate that worked on me and tried to change Associates thinking that *** help as well and nothing helped weve tried everything. I Dropped a few pounds this past week only because Im home sick from not eating enough! I have witnesses, including I have my work that will confirm I have not been to work! I never miss work. Due to the fact that your services have never worked for me and have not changed in any of my appearance or cannot fit in my clothes, since your services promised are not working, I am requesting a full refund immediately!***************************

  Customer response

  12/08/2023

  Hi there,

  They are not complying and refunding me. They are a horrible company as the reviews are BAD! Not only did I get very ill after leaving their filthy facility, their services do NOT work as I spend nearly **** for months of ONGOING TREATMENTS! They are FRAUD! I need my refund immediately as that is why we have a BBB to engage and help us. Just look at the reviews, we cannot all be lying. They will no longer respond so I need your help to get this resolved and now. I don't not have $**** to waste (not counting endless tips they insist upon) and driving and gas and my time. They need to refund me NOW!

  Thank you!
  

  
  
  
  
  ----- Forwarded Message -----
  From: *************************** <********************************************;
  To: Novuskin-NVS **************** <***************************************************>
  Sent: Thursday, December 7, 2023 at 07:38:10 AM PST
  Subject: Re: response (you need to put a better subject line and your name) - NOVUSKIN FORMER MEMBER - REFUND ME ASAP - or we continue our mission to be honest to the PUBLIC
  
  
  
  Never received your e-mail, had to call 2 times, so this very nice gentleman sent it to me JUST NOW, TODAY WED DEC 6, 2023
  Sorry, nice try.
  
  
  Your services DID NOT WORK FOR ME!
  I will NOT return to your company as I wasted all those months and tips as well.
  
  
  Also, I DID NOT ASK FOR PRODUCTS FROM YOUR COMPANY, the nice lady handed me a bag of products and said "thank you".
  Are you kidding me really, this is nonsense.
  
  
  So to be real, your reviews are very bad, on most sites, ESPECIALLY THE BBB, oh my not goodness. Yikes for you.
  That is not good, really not good.
  
  
  I could also call the heath ********** for issues that led me to be sickened so you can share all you want, my employer knows that I have NEVER MISSED A DAY OF WORK, so it's your facility that caused me illness.
  
  
  I will NOT RETURN, no thank you!
  
  
  We did everything possible, all techs were shocked that they had too not seen any change in any regard. So we changed it up to every week and that did NOTHING but wasted my time and tip money, gas money etc. No thank you.
  
  
  REFUND ME NOW or I will continue with my BBB complaints and will get to the news and all social media outlets to warn this community to be mindful of your facility!
  
  
  
  YOUR SERVICES DID NOT WORK, JUST ASK THE ****** THEY 100% SAID THEY WONDERED WHY IT DID NOTHING TO ME IF THEY DO NOT TELL YOU THAT, THEY ARE LYING! JUST WATCH AND LISTEN TO YOUR VIDEOS.
  I also called many times to complain that your services have made ZERO difference and I was concerned.
  
  
  You can do all you want and respond in your unprofessional manner (WITH NO NAME MIND YOU), as you had better refund me 100% of the money I paid or I will continue on my mission to ensure to the public to stay clear of your fraud facility (just look at your reviews, they are not positive).
  REFUND ME NOW!
  ***************************

   

  On Wednesday, December 6, 2023 at 11:48:52 AM PST, Novuskin-NVS **************** <***************************************************> wrote:
  
  
  
  
  
  
  --******,
  
  We wanted to take the time to respond, address and refute some of what you stated in the emails that you sent to us.
  
  First we are sorry to hear that you took ill and are glad that you are feeling better. To insinuate that you took ill because of visiting our clinic is a horrible allegation and simply unfounded and in our opinion untrue! What did you PCP or medical care professional say?
  
  As I'm sure you know, someone can be infected with a virus, bacteria or other contaminate and not display or experience any symptoms for many days. After reading your email and learning that you potentially could have contaminated things and or people that you interacted with or came in contact with on 11/24 while visiting us, we took the liberty and have reached out to all clients that attended our clinic on this day for a pulse check. So far we are pleased that no one has reported any illnesses or negative feedback. We wish that you would have told us sooner so that we could have been more proactive.
  
   We absolutely do value all feedback, especially the feedback of a member, guest or client. Thank you for your feedback.
  
  Perhaps you are not aware of some of our clinic protocols. Our clinics are cleaned hourly by dedicated cleaning staff, this is in addition to the cleaning that our licensed aestheticians do in each treatment room after each treatment that they do.
  
   In addition our members lounge is not only cleaned hourly but all refreshments delights and consumables are refreshed and or discarded as needed. These delights are provided as a courtesy to our members only and no person(s) are obligated to partake and again they are refreshed and kept in accordance with all food handling requirements.
  
  Also our members lounge is for the enjoyment of all members and we do not have large groups congregating anywhere in the clinic and certainly not families and the members lounge. Although we do have members of the same family group that are members they do not typically attend services at the same time and if they two it's two at most.
  
  We strive hard to obtain and deliver results to all guests and especially our members, but as you know we can't and don't guarantee results as there are too many tangibles for a clients success that we have no control over. Lifestyle, diet and other life habits will impact either positively or negatively.This is something that we go over in great detail during enrollment, results are not guaranteed. Because of these factors.
  
  That being said, we are disappointed that you don't feel as though you're seeing the results that you want. This is why we conduct progress reviews every 4-6 months so that we can measure your achievements. You are actually at your six month evaluation and we're excited to see you so that we can evaluate your progress and results with you.
  
  To date you have already had 13 treatments which is what you're *********** with your membership and we still have you on schedule to complete an additional five treatments because we're committed to your success.
  
  Lastly; as you know your membership entitled you to 13 treatments, which you exhausted, but as stated earlier we are giving you an additional five treatments. You also received $1802.97 in skin/body care products. For these reasons, no refund is due or will be forthcoming, but we are still here and committed to your success and this is why we have you scheduled for those five additional treatments and your progress appointment.
  
  We are here to assist,
  Kind ************************* Team 
  
  
  
  Novuskin Aesthetics Members Club 
  P: ************** | E: *************************** | W: ****************************************;
  ************************************ STE 200| *********, ** 89118
  
  

  Customer response

  12/13/2023

  Hi there!

  Hope you are well and ready for the holidays. I am not, it's a sad time for me.

  In any regard, I have been waiting for your response as I am insisting to get my money back. This company is a bad company, many reviews and I would always hear complaints in the waiting room. They should be shut down, they are a scam and rip off beyond words. ALSO IT DID NOT WORK, I WENT TO LOSE BELLY FAT AND MY TUMMY DID CHANGE IN SEVERAL MONTHS OF INTENSE PAINFUL TREATMENTS, THUS MOVING THEM TO WEEKLY. I would always ask the tech why I am not seeing any results, they too were always perplexed. Also it's filthy and I became very sick after I left that facility, germs, touching everything out in the open, food that is NOT CHILLED and again mainly, IT DID NOT WORK, NO WAY, ALMOST $3500, are you kidding me, that's a ton of money and I do not have that kind of money to waste on a place that took many months of a pure waste of time, money AND TIPS! No way!

  I need your support, this is not right, it did not work, I will never enter that facility again, it's gross, I became very ill and IT DOES NOT WORK AFTER SEVERAL MONTHS OF ONGOING INTENSE PAINFUL TREATMENTS! They need to refund me now. They are comical and quite unprofessional to ignore my requests, like I am a scumbag, when in fact, they have horrible reviews and you should not back them up if you care about the residents in So. ******.

  They had the audacity to tell me they gave me products that were worth a lot, are you kidding me, I NEVER ASKED FOR THEIR PRODUCTS, THEY HANDED ME A BACK AND THANKED ME FOR JOINING! I had no clue about their products in the bag as I walked out the door. They should never give you products unless they are giving you products, don't throw in the cost of products YOU HANDED TO ME AS A THANK YOU FOR JOINING! Do not desire their products, I  joined to lose BELLY FAT ONLY. I was told it would begin working by the 2nd or 3rd session, they lied, it has never done anything at all, including after SEVERAL ONGOING PAINFUL TREATMENTS.

  I want and deserve a full refund or I will continue to write you and go on ever social media site to ensure nobody gets suckered in to their lies. I will do it if they do not comply, they are a fraud company!

  Please get them to refund my money in full asap, I am tired of waiting, this needs to be resolved IMMEDIATELY!

  Thank you.

  ***************************
  

   

  

  Business response

  12/20/2023

  Dear Better Business Bureau and ******,
  
  We wanted to take the time to respond, address and refute what you stated in the emails that you sent to us.
  
  First we are sorry to hear that you took ill and are glad that you are feeling better. To insinuate that you took ill because of visiting our clinic is a horrible allegation and simply unfounded and in our opinion untrue! What did you PCP or medical care professional say?
  
  As I'm sure you know, someone can be infected with a virus, bacteria or other contaminate and not display or experience any symptoms for many days. After reading your email and complaint and learning that you potentially could have contaminated things and or people that you interacted with or came in contact with on 11/24 while visiting us, we wish that you would have told us this sooner so that we could have been more proactive with other clients and guests that visited that day. Feel at ease that we took the liberty and have reached out to all clients that attended our clinic on this day for a pulse check. So far we are pleased that no one has reported any illnesses or negative feedback. Again we wish that you would have told us sooner that you were potentially ill when you visited so that we could have been more proactive. 
  
   We absolutely do value all feedback, especially the feedback of a member, guest or client. Thank you for your feedback. 
  
  Perhaps you are not aware of some of our clinic protocols. Our clinics are cleaned hourly by dedicated cleaning staff, this is in addition to the cleaning that our licensed aestheticians do in each treatment room after each treatment that they do.
  
   In addition our members lounge is not only cleaned hourly but all refreshments delights and consumables are refreshed and or discarded as needed. These delights are provided as a courtesy to our members only and no person(s) are obligated to partake and again they are refreshed and kept in accordance with all food handling requirements. 
  
  Also our members lounge is for the enjoyment of all members and we do not have large groups congregating anywhere in the clinic and certainly not families in the members lounge. Although we do have members of the same family group that are members they do not typically attend services at the same time and if they should happen to, it's two at most. 
  
  We strive hard to obtain and deliver results to all guests and especially our members, but as you know we can't and don't guarantee results and we state this during your very first visit and you signed an acknowledgement to the same as there are too many tangibles for a clients success that we have no control over. Your lifestyle, diet and other life habits will impact either positively or negatively you outcome. This is something that we go over in great detail during enrollment, results are not guaranteed. Because of these factors. 
  
  That being said, we are disappointed that you don't feel as though you're seeing the results that you want. This is why we conduct progress reviews every 4-6 months so that we can measure your achievements. You are actually at your six month evaluation and we're excited to see you so that we can evaluate your progress and results with you.
  
  To date you have already had 13 treatments which is all that you're *********** with your membership. Even though you have exhausted all of your services due we still have you on schedule to complete an additional five treatments because we're committed to your success, this is at no costs to you, because your success is important to us..
  
  Lastly; as you know your membership entitled you to 13 treatments, which you exhausted, but as stated earlier we are giving you an additional five treatments. You also received $1802.97 in skin/body care products. For these reasons, no refund is due or will be forthcoming, but we are still here and committed to your success and this is why we have you scheduled for those five additional treatments and your progress appointment.
  
  We are here to assist,

  Customer response

  12/21/2023

   
  Complaint: 20954947
  My response Dec 21, 2023
  I am rejecting this response because:

  I paid in full July 10, 2023 $3,278.00 for guaranteed services that I
  will lose my belly fat. I made several bi-weekly appointments and never
  missed. Then changed to WEEKLY and nothing has changed. Each appointment
  as time passed, I expressed my ongoing major concerns with each tech that
  NOTHING HAS CHANGED.Each tech indicated they felt perplexed as well as they did not notice any difference at all.
  

  Total waste of money, time and tips. NO CHANGE. the
  only change is now, I am losing weight because last time I visited
  their center, it was dirty, there were family members in the Membership
  lounge area that were not members. The food is not kept safe and chilled
  (gross) and the utensils are not separately packaged.I got sick after I left that facility.
  

  That day Friday Nov 24, 2023, I became quite ill and missed work because of it (proof of all).
  I am requesting a full refund immediately as this company and their services do
  nothing for me personally, including the unsanitary conditions.

  I feel it is also very unprofessional of that company who has horrible reviews (of course they do) because they lie and it did NOT work after months of  painful treatments, what a total waste of time, but for them to indicate they gave me $1802.97 in skin/body care products, I DID NOT ASK FOR THEIR "GIVE OF PRODUCTS", had no clue what was in my thank you gift bag as I walked out the door. Perhaps they need not GIVE gifts and throw it in their face the amount of money their "gifts" are valued at when WE ARE NOT ASKING FOR THEIR GIFTS,

  I did not seek help for skin care, I sought help for belly fat and their painful treatments did NOTHING AND I SHOULD GET MY MONEY BACK. Like are you kidding me really, there is NO CHANGE, after months of PAINFUL TREATMENTS, TIME, GAS AND TIPS and ZERO RESULTS and this is their response. They owe me a refund, as it's so tacky and embarrassing they throw in gifts and act like I should pay for their gifts, that is crazy talk. So they are lying again and stating those on ongoing painful treatments would only cost (without their "gifts") is $1475.03, NO WAY! BBB You call and act like your a customer and ask how much it is for all the services I paid for in full, there is NO WAY THEY AMOUNT TO $1475.03 (because they keep saying they gave me gifts of value at that amount). Now let me tell you, that ALONE is appalling and very unprofessional, WE DO NOT ASK FOR THEIR GIFTS AND COULD CARE LESS!

  It seems this company will continue to LIE to not be liable for services that DID NOT WORK FOR ME PERSONALLY, therefore I am duly properly seeking a full reimbursement for services (painful) that did NOTHING, including my tips, that's a lot of money to throw away in the toilet. They keep focusing on GIFTS, that alone should tell you about their integrity, I had nothing to do with their gifts as they keep throwing that in my face when I did not seek out GIFTS, I sought treatment for my belly fat and used many months of PAINFUL TREATMENTS THAT DID NOT WORK.

  Any responsible business and (BBB) should obviously understand I am not asking for my reimbursement as a joke and as a fraud, this did not work for me and indeed I should be fully refunded. If they want to deduct something from their FREE GIFTS (UNREAL REALLY), THEY MAY DO THAT, but again, I did not ask for, request or desire FREE PRODUCTS. Going forward if they feel their FREE GIFTS are included in the price of the grand total I paid in full for services only for my tummy, then they should ask us, "do we want these products valued at $1802.97 as those FREE PRODUCTS will be added to your amount due". I would have rejected their FREE PRODUCTS because again and again and again, I sought treatment for tummy fat and endured MANY MONTHS OF ONGOING PAINFUL TREATMENTS THAT INDEED DID NOT WORK. How comical of them to throw that in our faces about their FREE GIFTS, that alone should be a RED FLAG TO CONSUMERS, and indeed a fraud company.

  I have NO DESIRE TO RETURN TO YOUR FRAUD COMPANY FOR PAINFUL TREATMENTS THAT DID NOT WORK, including face the company that lies and offers free gifts and throws it in our faces about the value, including their unclean facility, no thank you, no way, just determine what you feel is proper since you keep  throwing in my face the value of your FREE GIFT BAG WHICH I DID NOT DESIRE, ASK FOR OR REQUEST, like I did not go in there for those products, I sought treatment for belly fat plain and simple. If you are bright, wise, logical and PROFESSIONAL, please do not insult my intelligence about your company and "gifts", reimburse me asap as so many feel the same and should be a class-action law suit. I have many friends that are lawyers but I do not want to go that route as I am a kind, good soul and I am not a liar, I never miss work, I pay all my bills and I am a person of character and integrity. Your services did NOT WORK and thus I am requesting a refund so if you feel you want to give me a refund differently than I am requesting BECAUSE OF YOUR GIFTS THAT I DID NOT DESIRE OR ASK FOR, then come up with your offer, but no way the entire amount of your FREE gifts should be deducted, no way.

  BBB, I highly encourage YOU to please contact them and ask HOW MUCH ARE THE SERVICES FOR ONGOING PAINFUL TREATMENTS FOR THE BELLY FAT ISSUES, NO OTHER ISSUES AND IT WAS FOR AROUND 5 MONTHS OF ONGOING TREATMENTS (MOVED TO WEEKLY), YOU FIND OUT HOW MUCH THAT WOULD BE. I guarantee you, you will find not only was I a victim of fraud, the price *** be lower than I PAID IN FULL because they keep throwing in THEIR FREE GIFT BAG THAT INDEED I DID NOT REQUEST, DESIRE OR NEED, I WENT IN FOR BELLY FAT PROCEDURES WITH ONGOING PAINFUL TREATMENTS.

  This is ridiculous and you BBB should be very upset that they are lying to you. READ THE REVIEWS! My gosh what is it going to take for you to remedy this matter, I DO NOT HAVE $3278.00 TO WASTE ON PAINFUL TREATMENTS THAT DID NOT WORK AND AGAIN, I DID NOT ASK FOR A GIFT BAG OF VALUABLE PRODUCTS AND IF THEY INCUR THOSE CHARGES IN MY TREATMENT PLAN, THEN THAT ALONE IS FRAUD AND A WAKE UP CALL THAT THEY NEED TO BE SHUT DOWN AS I DID NOT HAVE ANY EXPECTATION TO RECEIVE A GIFT BAG THAT THEY APPARENTLY INCURRED IN MY ORIGINAL PAID IN FULL AMOUNT "FOR TREATMENTS ONLY" FOR MY TUMMY, "NOTHING TO DO WITH A FREE GIFT BAG"! That is insulting and should be investigated immediately that they are using those funds for the procedures I ordered and paid in full for - TUMMY ONLY, NOT SKIN CARE, NO WAY 100%. THAT ALONE IS A RED FLAG AND FRAUD!

  This is out-of-control, you will be sorry if you continue to insult my intelligence and integrity, you are WRONG and need to reimburse me immediately, my gosh, you are acting like fools as a business in Vegas (and elsewhere), it's shameful you can operate and get away with this as I will not stand for it, others I feel for them, they are very unhappy too!

  REIMBURSE ME AND PLEASE STOP THROWING IN THE FREE GIFT BAG THAT I DID NOT ASK FOR AND NOW YOU ARE TELLING ME THAT IT WAS VALUED AT $1802.97, SO APPARENTLY YOU ADDED THAT TO MY BILL THAT I PAID IN FULL FOR AND DID NOT 100% ASK FOR THOSE FREE PRODUCTS, SO THAT ALONE BBB IS A HUGE RED FLAG AND SHOULD BE ADDRESSED IMMEDIATELY. THIS IS SUCH A CONCERN THEY KEEP THROWING IN THEIR FREE GIFT BAG THAT THEY ARE SAYING APPARENTLY I PAID FOR IN FULL (FOR THEIR FREE GIFTS) WHEN THOSE TREATMENTS ARE VERY HIGH ALONE WITHOUT A FREE GIFT BAG, THEY ARE LYING THROUGH THEIR TEETH AND SHOULD BE CALLED OUT FOR THIS INAPPROPRIATE BUSINESS!
  

  Thank you kindly for resolving this issue asap, I am tired and it's making me very upset that you are making a mockery of my integrity when in fact, you are lying and it's clear and obvious you are operating fraudulent...My gosh, please stop the insults, oh my, especially with YOUR FREE GIFTS THAT APPARENTLY I PAID FOR OH MY GOSH, THAT IS TERRIBLE!
  

  ***************************
  

  
  ----- Forwarded Message -----
  From: ***************************
  To: *****************************
  Sent: Wednesday, November 29, 2023 at 12:20:52 PM PST
  Subject: UPDATE-Comments from a member-kindly escalate - personal &
  confidential please!
  This is an update that Im still sick ever since I left your facility
  last Friday. I Dont believe the conditions are clean as stated below
  and as stated each and every time for many months, I have made it very
  clear, your products and services absolutely do not work for me! I
  shared my frustration with each and every associate that worked on me
  and tried to change Associates thinking that *** help as well and
  nothing helped weve tried everything. I Dropped a few pounds this past
  week only because Im home sick from not eating enough! I have
  witnesses, including I have my work that will confirm I have not been to
  work! I never miss work. Due to the fact that your services have never
  worked for me and have not changed in any of my appearance or cannot fit
  in my clothes, since your services promised are not working, I am
  requesting a full refund immediately!
  ***************************
  
  Sincerely,
  
  ***************************

  Customer response

  12/29/2023

  Complaint: 20954947

  MORE COMMENTS FROM *************************** ON FRIDAY DEC, 29, 2023
  

  BBB PLEASE, I WOULD VERY MUCH APPRECIATE YOUR SUPPORT AS THIS COMPANY IS RESPONSIBLE FOR A REFUND DUE TO THE SERVICES I PAID FOR DID NOTHING FOR ME, INCLUDING I NEVER ORDERED OR ASKED FOR THEIR GIFT BAG THEY KEEP REFERENCING THAT IS COSTLY, THAT ALONE SHOULD DEMONSTRATE THEY ARE RIDICULOUS BEYOND WORDS - FRAUD! I AM REQUESTING MY MONEY BACK AS IT DID NOT WORK AFTER MONTHS OF HORRIBLE PAINFUL TREATMENTS, DID ABSOLUTELY NOTHING- I NEED YOU TO ENCOURAGE THEM TO COMPLY AND REFUND ME NOW! THANK YOU KINDLY!

  
  My response Dec 21, 2023 AND FRIDAY DEC 29, 2023
  I am rejecting this response because:
  I paid in full July 10, 2023 $3,278.00 for guaranteed services that I
  will lose my belly fat. I made several bi-weekly appointments and never
  missed. Then changed to WEEKLY and nothing has changed. Each appointment
  as time passed, I expressed my ongoing major concerns with each tech that
  NOTHING HAS CHANGED.Each tech indicated they felt perplexed as well as they did not notice any difference at all.
  
  Total waste of money, time and tips. NO CHANGE. the
  only change is now, I am losing weight because last time I visited
  their center, it was dirty, there were family members in the Membership
  lounge area that were not members. The food is not kept safe and chilled
  (gross) and the utensils are not separately packaged.I got sick after I left that facility.
  
  That day Friday Nov 24, 2023, I became quite ill and missed work because of it (proof of all).
  I am requesting a full refund immediately as this company and their services do
  nothing for me personally, including the unsanitary conditions.

  
  I feel it is also very unprofessional of that company who has horrible reviews (of course they do) because they lie and it did NOT work after months of  painful treatments, what a total waste of time, but for them to indicate they gave me $1802.97 in skin/body care products, I DID NOT ASK FOR THEIR "GIVE OF PRODUCTS", had no clue what was in my thank you gift bag as I walked out the door. Perhaps they need not GIVE gifts and throw it in their face the amount of money their "gifts" are valued at when WE ARE NOT ASKING FOR THEIR GIFTS,
  

  I did not seek help for skin care, I sought help for belly fat and their painful treatments did NOTHING AND I SHOULD GET MY MONEY BACK. Like are you kidding me really, there is NO CHANGE, after months of PAINFUL TREATMENTS, TIME, GAS AND TIPS and ZERO RESULTS and this is their response. They owe me a refund, as it's so tacky and embarrassing they throw in gifts and act like I should pay for their gifts, that is crazy talk. So they are lying again and stating those on ongoing painful treatments would only cost (without their "gifts") is $1475.03, NO WAY! BBB You call and act like your a customer and ask how much it is for all the services I paid for in full, there is NO WAY THEY AMOUNT TO $1475.03 (because they keep saying they gave me gifts of value at that amount). Now let me tell you, that ALONE is appalling and very unprofessional, WE DO NOT ASK FOR THEIR GIFTS AND COULD CARE LESS!
  It seems this company will continue to LIE to not be liable for services that DID NOT WORK FOR ME PERSONALLY, therefore I am duly properly seeking a full reimbursement for services (painful) that did NOTHING, including my tips, that's a lot of money to throw away in the toilet. They keep focusing on GIFTS, that alone should tell you about their integrity, I had nothing to do with their gifts as they keep throwing that in my face when I did not seek out GIFTS, I sought treatment for my belly fat and used many months of PAINFUL TREATMENTS THAT DID NOT WORK.
  

  Any responsible business and (BBB) should obviously understand I am not asking for my reimbursement as a joke and as a fraud, this did not work for me and indeed I should be fully refunded. If they want to deduct something from their FREE GIFTS (UNREAL REALLY), THEY MAY DO THAT, but again, I did not ask for, request or desire FREE PRODUCTS. Going forward if they feel their FREE GIFTS are included in the price of the grand total I paid in full for services only for my tummy, then they should ask us, "do we want these products valued at $1802.97 as those FREE PRODUCTS will be added to your amount due". I would have rejected their FREE PRODUCTS because again and again and again, I sought treatment for tummy fat and endured MANY MONTHS OF ONGOING PAINFUL TREATMENTS THAT INDEED DID NOT WORK. How comical of them to throw that in our faces about their FREE GIFTS, that alone should be a RED FLAG TO CONSUMERS, and indeed a fraud company.
  

  I have NO DESIRE TO RETURN TO YOUR FRAUD COMPANY FOR PAINFUL TREATMENTS THAT DID NOT WORK, including face the company that lies and offers free gifts and throws it in our faces about the value, including their unclean facility, no thank you, no way, just determine what you feel is proper since you keep  throwing in my face the value of your FREE GIFT BAG WHICH I DID NOT DESIRE, ASK FOR OR REQUEST, like I did not go in there for those products, I sought treatment for belly fat plain and simple. If you are bright, wise, logical and PROFESSIONAL, please do not insult my intelligence about your company and "gifts", reimburse me asap as so many feel the same and should be a class-action law suit. I have many friends that are lawyers but I do not want to go that route as I am a kind, good soul and I am not a liar, I never miss work, I pay all my bills and I am a person of character and integrity. Your services did NOT WORK and thus I am requesting a refund so if you feel you want to give me a refund differently than I am requesting BECAUSE OF YOUR GIFTS THAT I DID NOT DESIRE OR ASK FOR, then come up with your offer, but no way the entire amount of your FREE gifts should be deducted, no way.
  

  BBB, I highly encourage YOU to please contact them and ask HOW MUCH ARE THE SERVICES FOR ONGOING PAINFUL TREATMENTS FOR THE BELLY FAT ISSUES, NO OTHER ISSUES AND IT WAS FOR AROUND 5 MONTHS OF ONGOING TREATMENTS (MOVED TO WEEKLY), YOU FIND OUT HOW MUCH THAT WOULD BE. I guarantee you, you will find not only was I a victim of fraud, the price may be lower than I PAID IN FULL because they keep throwing in THEIR FREE GIFT BAG THAT INDEED I DID NOT REQUEST, DESIRE OR NEED, I WENT IN FOR BELLY FAT PROCEDURES WITH ONGOING PAINFUL TREATMENTS.
  

  This is ridiculous and you BBB should be very upset that they are lying to you. READ THE REVIEWS! My gosh what is it going to take for you to remedy this matter, I DO NOT HAVE $3278.00 TO WASTE ON PAINFUL TREATMENTS THAT DID NOT WORK AND AGAIN, I DID NOT ASK FOR A GIFT BAG OF VALUABLE PRODUCTS AND IF THEY INCUR THOSE CHARGES IN MY TREATMENT PLAN, THEN THAT ALONE IS FRAUD AND A WAKE UP CALL THAT THEY NEED TO BE SHUT DOWN AS

  I DID NOT HAVE ANY EXPECTATION TO RECEIVE A GIFT BAG THAT THEY APPARENTLY INCURRED IN MY ORIGINAL PAID IN FULL AMOUNT "FOR TREATMENTS ONLY" FOR MY TUMMY, "NOTHING TO DO WITH A FREE GIFT BAG"! That is insulting and should be investigated immediately that they are using those funds for the procedures I ordered and paid in full for - TUMMY ONLY, NOT SKIN CARE, NO WAY 100%. THAT ALONE IS A RED FLAG AND FRAUD!
  This is out-of-control, you will be sorry if you continue to insult my intelligence and integrity, you are WRONG and need to reimburse me immediately, my gosh, you are acting like fools as a business in Vegas (and elsewhere), it's shameful you can operate and get away with this as I will not stand for it, others I feel for them, they are very unhappy too!
  REIMBURSE ME AND PLEASE STOP THROWING IN THE FREE GIFT BAG THAT I DID NOT ASK FOR AND NOW YOU ARE TELLING ME THAT IT WAS VALUED AT $1802.97, SO APPARENTLY YOU ADDED THAT TO MY BILL THAT I PAID IN FULL FOR AND DID NOT 100% ASK FOR THOSE FREE PRODUCTS, SO THAT ALONE BBB IS A HUGE RED FLAG AND SHOULD BE ADDRESSED IMMEDIATELY. THIS IS SUCH A CONCERN THEY KEEP THROWING IN THEIR FREE GIFT BAG THAT THEY ARE SAYING APPARENTLY I PAID FOR IN FULL (FOR THEIR FREE GIFTS) WHEN THOSE TREATMENTS ARE VERY HIGH ALONE WITHOUT A FREE GIFT BAG, THEY ARE LYING THROUGH THEIR TEETH AND SHOULD BE CALLED OUT FOR THIS INAPPROPRIATE BUSINESS!
  
  Thank you kindly for resolving this issue asap, I am tired and it's making me very upset that you are making a mockery of my integrity when in fact, you are lying and it's clear and obvious you are operating fraudulent...My gosh, please stop the insults, oh my, especially with YOUR FREE GIFTS THAT APPARENTLY I PAID FOR OH MY GOSH, THAT IS TERRIBLE!
  
  ***************************

  Customer response

  01/04/2024

  UPDATED AND CONTINUING THIS BACK AND FORTH THURSDAY JAN 4, **** - I DESERVE A FULL REFUND JUST READ THE COMPLAINTS ALL OVER SOCIAL MEDIA, I SUFFERED FOR MONTHS OF PAINFUL TREATMENTS THAT DID ABSOLUTELY NOTHING - THIS COMPANY IS USELESS AND I WANT A FULL REFUND - EVEN THE **** THAT WORKED ON ME WEEKLY WERE PERPLEXED WHY THEY SAW NO CHANGE - OBVIOUSLY IF IT WORKED, I WOULD NOT BE ASKING FOR MY REFUND, I WOULD BE OVERJOYED! PLEASE GET THIS RESOLVED AND ASAP, I AM TIRED OF WAITING, AS YOU ARE THE BBB AND SHOULD BE ON THIS AND NOT IGNORING IT INTENTIONALLY, THAT IS CONCERNING AS WELL...
  

  CONTINUING SINCE I NEVER HEAR BACK - I WANT MY REFUND NOW, THIS IS NOT FAIR INCLUDING I DO NOT HEAR BACK, I DO NOT REALLY APPRECIATE THIS WAIT I BELIEVE INTENTIONALLY!

  Complaint: 20954947
  MORE COMMENTS FROM *************************** ON FRIDAY DEC, 29, 2023
  
  BBB PLEASE, I WOULD VERY MUCH APPRECIATE YOUR SUPPORT AS THIS COMPANY IS RESPONSIBLE FOR A REFUND DUE TO THE SERVICES I PAID FOR DID NOTHING FOR ME, INCLUDING I NEVER ORDERED OR ASKED FOR THEIR GIFT BAG THEY KEEP REFERENCING THAT IS COSTLY, THAT ALONE SHOULD DEMONSTRATE THEY ARE RIDICULOUS BEYOND WORDS - FRAUD! I AM REQUESTING MY MONEY BACK AS IT DID NOT WORK AFTER MONTHS OF HORRIBLE PAINFUL TREATMENTS, DID ABSOLUTELY NOTHING- I NEED YOU TO ENCOURAGE THEM TO COMPLY AND REFUND ME NOW! THANK YOU KINDLY!
  
  My response Dec 21, 2023 AND FRIDAY DEC 29, 2023
  I am rejecting this response because:
  I paid in full July 10, 2023 $3,278.00 for guaranteed services that I
  will lose my belly fat. I made several bi-weekly appointments and never
  missed. Then changed to WEEKLY and nothing has changed. Each appointment
  as time passed, I expressed my ongoing major concerns with each tech that
  NOTHING HAS CHANGED.Each tech indicated they felt perplexed as well as they did not notice any difference at all.
  
  Total waste of money, time and tips. NO CHANGE. the
  only change is now, I am losing weight because last time I visited
  their center, it was dirty, there were family members in the Membership
  lounge area that were not members. The food is not kept safe and chilled
  (gross) and the utensils are not separately packaged.I got sick after I left that facility.
  
  That day Friday Nov 24, 2023, I became quite ill and missed work because of it (proof of all).
  I am requesting a full refund immediately as this company and their services do
  nothing for me personally, including the unsanitary conditions.
  
  I feel it is also very unprofessional of that company who has horrible reviews (of course they do) because they lie and it did NOT work after months of  painful treatments, what a total waste of time, but for them to indicate they gave me $1802.97 in skin/body care products, I DID NOT ASK FOR THEIR "GIVE OF PRODUCTS", had no clue what was in my thank you gift bag as I walked out the door. Perhaps they need not GIVE gifts and throw it in their face the amount of money their "gifts" are valued at when WE ARE NOT ASKING FOR THEIR GIFTS,
  
  I did not seek help for skin care, I sought help for belly fat and their painful treatments did NOTHING AND I SHOULD GET MY MONEY BACK. Like are you kidding me really, there is NO CHANGE, after months of PAINFUL TREATMENTS, TIME, GAS AND TIPS and ZERO RESULTS and this is their response. They owe me a refund, as it's so tacky and embarrassing they throw in gifts and act like I should pay for their gifts, that is crazy talk. So they are lying again and stating those on ongoing painful treatments would only cost (without their "gifts") is $1475.03, NO WAY! BBB You call and act like your a customer and ask how much it is for all the services I paid for in full, there is NO WAY THEY AMOUNT TO $1475.03 (because they keep saying they gave me gifts of value at that amount). Now let me tell you, that ALONE is appalling and very unprofessional, WE DO NOT ASK FOR THEIR GIFTS AND COULD CARE LESS!
  It seems this company will continue to LIE to not be liable for services that DID NOT WORK FOR ME PERSONALLY, therefore I am duly properly seeking a full reimbursement for services (painful) that did NOTHING, including my tips, that's a lot of money to throw away in the toilet. They keep focusing on GIFTS, that alone should tell you about their integrity, I had nothing to do with their gifts as they keep throwing that in my face when I did not seek out GIFTS, I sought treatment for my belly fat and used many months of PAINFUL TREATMENTS THAT DID NOT WORK.
  
  Any responsible business and (BBB) should obviously understand I am not asking for my reimbursement as a joke and as a fraud, this did not work for me and indeed I should be fully refunded. If they want to deduct something from their FREE GIFTS (UNREAL REALLY), THEY MAY DO THAT, but again, I did not ask for, request or desire FREE PRODUCTS. Going forward if they feel their FREE GIFTS are included in the price of the grand total I paid in full for services only for my tummy, then they should ask us, "do we want these products valued at $1802.97 as those FREE PRODUCTS will be added to your amount due". I would have rejected their FREE PRODUCTS because again and again and again, I sought treatment for tummy fat and endured MANY MONTHS OF ONGOING PAINFUL TREATMENTS THAT INDEED DID NOT WORK. How comical of them to throw that in our faces about their FREE GIFTS, that alone should be a RED FLAG TO CONSUMERS, and indeed a fraud company.
  
  I have NO DESIRE TO RETURN TO YOUR FRAUD COMPANY FOR PAINFUL TREATMENTS THAT DID NOT WORK, including face the company that lies and offers free gifts and throws it in our faces about the value, including their unclean facility, no thank you, no way, just determine what you feel is proper since you keep  throwing in my face the value of your FREE GIFT BAG WHICH I DID NOT DESIRE, ASK FOR OR REQUEST, like I did not go in there for those products, I sought treatment for belly fat plain and simple. If you are bright, wise, logical and PROFESSIONAL, please do not insult my intelligence about your company and "gifts", reimburse me asap as so many feel the same and should be a class-action law suit. I have many friends that are lawyers but I do not want to go that route as I am a kind, good soul and I am not a liar, I never miss work, I pay all my bills and I am a person of character and integrity. Your services did NOT WORK and thus I am requesting a refund so if you feel you want to give me a refund differently than I am requesting BECAUSE OF YOUR GIFTS THAT I DID NOT DESIRE OR ASK FOR, then come up with your offer, but no way the entire amount of your FREE gifts should be deducted, no way.
  
  BBB, I highly encourage YOU to please contact them and ask HOW MUCH ARE THE SERVICES FOR ONGOING PAINFUL TREATMENTS FOR THE BELLY FAT ISSUES, NO OTHER ISSUES AND IT WAS FOR AROUND 5 MONTHS OF ONGOING TREATMENTS (MOVED TO WEEKLY), YOU FIND OUT HOW MUCH THAT WOULD BE. I guarantee you, you will find not only was I a victim of fraud, the price may be lower than I PAID IN FULL because they keep throwing in THEIR FREE GIFT BAG THAT INDEED I DID NOT REQUEST, DESIRE OR NEED, I WENT IN FOR BELLY FAT PROCEDURES WITH ONGOING PAINFUL TREATMENTS.
  
  This is ridiculous and you BBB should be very upset that they are lying to you. READ THE REVIEWS! My gosh what is it going to take for you to remedy this matter, I DO NOT HAVE $3278.00 TO WASTE ON PAINFUL TREATMENTS THAT DID NOT WORK AND AGAIN, I DID NOT ASK FOR A GIFT BAG OF VALUABLE PRODUCTS AND IF THEY INCUR THOSE CHARGES IN MY TREATMENT PLAN, THEN THAT ALONE IS FRAUD AND A WAKE UP CALL THAT THEY NEED TO BE SHUT DOWN AS
  I DID NOT HAVE ANY EXPECTATION TO RECEIVE A GIFT BAG THAT THEY APPARENTLY INCURRED IN MY ORIGINAL PAID IN FULL AMOUNT "FOR TREATMENTS ONLY" FOR MY TUMMY, "NOTHING TO DO WITH A FREE GIFT BAG"! That is insulting and should be investigated immediately that they are using those funds for the procedures I ordered and paid in full for - TUMMY ONLY, NOT SKIN CARE, NO WAY 100%. THAT ALONE IS A RED FLAG AND FRAUD!
  This is out-of-control, you will be sorry if you continue to insult my intelligence and integrity, you are WRONG and need to reimburse me immediately, my gosh, you are acting like fools as a business in Vegas (and elsewhere), it's shameful you can operate and get away with this as I will not stand for it, others I feel for them, they are very unhappy too!
  REIMBURSE ME AND PLEASE STOP THROWING IN THE FREE GIFT BAG THAT I DID NOT ASK FOR AND NOW YOU ARE TELLING ME THAT IT WAS VALUED AT $1802.97, SO APPARENTLY YOU ADDED THAT TO MY BILL THAT I PAID IN FULL FOR AND DID NOT 100% ASK FOR THOSE FREE PRODUCTS, SO THAT ALONE BBB IS A HUGE RED FLAG AND SHOULD BE ADDRESSED IMMEDIATELY. THIS IS SUCH A CONCERN THEY KEEP THROWING IN THEIR FREE GIFT BAG THAT THEY ARE SAYING APPARENTLY I PAID FOR IN FULL (FOR THEIR FREE GIFTS) WHEN THOSE TREATMENTS ARE VERY HIGH ALONE WITHOUT A FREE GIFT BAG, THEY ARE LYING THROUGH THEIR TEETH AND SHOULD BE CALLED OUT FOR THIS INAPPROPRIATE BUSINESS!
  
  Thank you kindly for resolving this issue asap, I am tired and it's making me very upset that you are making a mockery of my integrity when in fact, you are lying and it's clear and obvious you are operating fraudulent...My gosh, please stop the insults, oh my, especially with YOUR FREE GIFTS THAT APPARENTLY I PAID FOR OH MY GOSH, THAT IS TERRIBLE!
  
  ***************************

  

  Business response

  02/01/2024

  This complaint has been responded to. Our position has not changed. I'm not certain what else you are asking us to do. We've offered to have ****** come in for additional services at no cost to her. She has fabricated facts and an illness trying to bolster her claim. Again we've offered at least six services valued at almost $1500 to help her achieve her goals. Please advise?  

  Customer response

  02/06/2024

  Your company BBB is a waste of time, so many have shared the same, a COMPLETE WASTE OF TIME!

  You should never represent ********* as you do nothing and your team is worthless. We will make sure this is on ******* and on the news about BBB SERVING SOUTHERN ******!

  Terrible staff, horrible communications (BEYOND IRRESPONSIBLE), like the outcome, you knew you put me through h*** and you would never help. I will never forget this waste of time and plan to share with everyone so they avoid THIS WASTEFUL NONSENSE! I will do EVERYTHING IN MY POWER TO FIND WHO IS OVER YOUR DEPARTMENT SO THEY KNOW THEY HAVE HIRED ******** NONSENSE WORKERS THAT DO NOT DEMONSTRATE ETHIC SERVING SOUTHERN ******! You should be ashamed but you won't be because we know YOU DON'T CARE, shameful on your part!
  

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BE WARNED!!!! DONT COME HERE UNLESS YOU LIKE ABUSE AND THROWING YOUR MONEY AWAY!!! I spent over $2,300 for NOTHING!!! This is the worst place I have ever dealt with in my life. All they care about is money. They dont care about your skin, health, or well being at all. I love facials more than anything and I thought I would treat myself to a monthly facial by signing up for their membership. The first paid treatment I had was super rushed with no special treatment. The products made my skin burn and itch. Also they sent me out looking ORANGE!!! They told me the burning feeling is normal since its a chemical peel and they would put on a different color next time so I didnt look orange. I believed them and decided to continue the process. Shortly after I had a terrible setback in life that left me homeless with no work and not even enough money for food. They didnt care about my situation at all. They charged my card twice a day, every day for 11 months until I finally had enough to pay for the products I got and cancelled the membership. I will be telling everyone about this horrible experience and reporting this on BBB. This place should be shut down for the way they abuse their customers.

  

  Business response

  11/15/2023

  Dear Better Business Bureau,
  Thank you for allowing us to address the complaint filed by ***********************
  Our business, Novuskin Med Spa is membership-based med spa,offering medical grade technologically advanced facial and body treatment services to members only. We offer our service by way of membership.
  Memberships that we offer, are advertised are silver, gold and platinum. We do offer a special membership if the circumstances are right for the customer, but that is not advertised.
   Customers/members can pay for their treatments monthly, in full or with a partial down payment followed by a monthly payment or just by making monthly payments.  The memberships that we offer are all twelve-month commitment memberships.
  If a customer decides that a membership is right for them or if they are considering a membership, the aesthetician that conducted the facial, the aestheticians manager and the finance associate *** all be present during the process of enrolling a new member.
  Members can make the payments for their membership using cash, credit/debit card or financing and again can have terms or pay in full.If the member selects terms an agreed upon due date is established for monthly payments to begin.
   A member can terminate their agreement prior to the twelve months providing the member meets certain factors. If the member does request to cancel the member must pay for all products and services that they received during their membership to fully cancel or end their membership agreement. **********************, in addition to her services also received $1879.97 in products, which become complimentary with completing the terms of the membership.
  Now that I have explained and given a high-level outline of our business model and practices with regards to memberships, I can address the specificities of Ms. ********** complaint.
  During their membership, the member *** decide to utilize their membership or not. This means that the member *** come in for treatments or skip the treatment, which is the same as just about any other type of membership that is offered in any industry, a perfect example is your local gym.
  If a member decides to or is not able to attend one of their monthly treatments but has paid their monthly fee; the member does not forfeit or lose that monthly treatment, but just the opposite, the treatment is still there for the member to utilize and redeem at any time during our hours of operation that they choose.
  The terms of our memberships are all clearly spelled out in the member agreement that is given to and available at any time upon request to all members.
  Members that elect to pay automatically each month are all required to provide their identification, copy of their credit/debit card, and signed written authorization permitting Novuskin to charge their card monthly. ********************* clearly and explicitly authorized Novuskin to debit her card/account automatically each month. We are submitting a copy of Ms. ********** written authorization to process monthly automatic payments. This is our standard practice.
  ********************** became a member on 10/11/22. During her membership over the last year, we constantly communicated to ********************** what was happening with her membership in terms of monthly payments, scheduling an appointment. Even though we communicated to ********************** at least twenty times she did not acknowledge our efforts.  (Proof available upon request)
  ********************** still has treatments available for her to schedule and use at any time with us.
  Ms. ********** first treatment with us was a chemical peel.This treatment causes controlled injury to the skin with burning or heat sensations along with itching. This it totally normal.
  During her membership ********************** did call to inform us of her setback with her truck as she was a truck driver at the time. We did not demand proof her change in circumstance, but instead we immediately froze her membership and ultimately agreed to allow her to be put on a modified payment agreement to repay what she owed over an extended period even lowering her monthly payments even though she had over $2000 in products and services not fully paid for.
  To date ********************** has resolved her outstanding obligation to us and does not owe anything further.
   Im not certain what ********************** feels we could have reasonably done differently?
  None the less ********************** does have the opportunity to redeem treatments that have not yet been used and we would love to see her.

  

  Business response

  11/17/2023

  Good morning please see the attached agreement that was requested for **********************. If additional information is required please let us know.

  Thank you for your assistance.

  

  Business response

  11/17/2023

  Dear Better Business Bureau,
  Thank you for allowing us to address the complaint filed by ***********************
  Our business, Novuskin Med Spa is membership-based med spa, offering medical grade technologically advanced facial and body treatment services to members only. We offer our service by way of membership.
  Memberships that we offer, are advertised are silver, gold and platinum. We do offer a special membership if the circumstances are right for the customer, but that is not advertised.
   Customers/members can pay for their treatments monthly, in full or with a partial down payment followed by a monthly payment or just by making monthly payments.  The memberships that we offer are all twelve-month commitment memberships.
  If a customer decides that a membership is right for them or if they are considering a membership, the aesthetician that conducted the facial, the aestheticians manager and the finance associate *** all be present during the process of enrolling a new member.
  Members can make the payments for their membership using cash, credit/debit card or financing and again can have terms or pay in full. If the member selects terms an agreed upon due date is established for monthly payments to begin.
   A member can terminate their agreement prior to the twelve months providing the member meets certain factors. If the member does request to cancel the member must pay for all products and services that they received during their membership to fully cancel or end their membership agreement. **********************, in addition to her services also received $1879.97 in products, which become complimentary with completing the terms of the membership.
  Now that I have explained and given a high-level outline of our business model and practices with regards to memberships, I can address the specificities of Ms. ********** complaint.
  During their membership, the member *** decide to utilize their membership or not. This means that the member *** come in for treatments or skip the treatment, which is the same as just about any other type of membership that is offered in any industry, a perfect example is your local gym.
  If a member decides to or is not able to attend one of their monthly treatments but has paid their monthly fee; the member does not forfeit or lose that monthly treatment, but just the opposite, the treatment is still there for the member to utilize and redeem at any time during our hours of operation that they choose.
  The terms of our memberships are all clearly spelled out in the member agreement that is given to and available at any time upon request to all members.
  Members that elect to pay automatically each month are all required to provide their identification, copy of their credit/**********, and signed written authorization permitting Novuskin to charge their card monthly. ********************** clearly and explicitly authorized Novuskin to debit her card/account automatically each month. We are submitting a copy of Ms. ********** written authorization to process monthly automatic payments. This is our standard practice.
  ********************** became a member on 10/11/22. During her membership over the last year, we constantly communicated to ********************** what was happening with her membership in terms of monthly payments, scheduling an appointment. Even though we communicated to ********************** at least twenty times she did not acknowledge our efforts.  (Proof available upon request)
  ********************** still has treatments available for her to schedule and use at any time with us.
  Ms. ********** first treatment with us was a chemical peel. This treatment causes controlled injury to the skin with burning or heat sensations along with itching. This it totally normal.
  During her membership ********************** did call to inform us of her setback with her truck as she was a truck driver at the time. We did not demand proof her change in circumstance, but instead we immediately froze her membership and ultimately agreed to allow her to be put on a modified payment agreement to repay what she owed over an extended period even lowering her monthly payments even though she had over $2000 in products and services not fully paid for.
  To date ********************** has resolved her outstanding obligation to us and does not owe anything further.
   Im not certain what ********************** feels we could have reasonably done differently?
  None the less ********************** does have the opportunity to redeem treatments that have not yet been used and we would love to see her.

   

  Good morning please see the attached agreement that was requested for **********************. If additional information is required please let us know.

  Thank you for your assistance.

  Customer response

  11/24/2023

   
  Complaint: 20861108
  
  I am rejecting this response because:

  I didnt receive any response to resolve the problem from the business.

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

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited this business on June 14th for a kysse promotion. I received lip injections and botox to my forehead which I paid a total of $605 for not including the tip I gave. Right after I recieved the injections in my lips I noticed slight swelling which they said would fill out and that the lines in my forehead would fade. After a week there was no change whatsoever to my appearance. I called to complain and was forced to make another appointment for them to try and have me pay more for nothing. I spoke to multiple other injectors who believe I was only injected with ****** and scammed out of hundreds of dollars by this company. I would just like the amount I paid for the services back.

  

  Business response

  09/05/2023

  Dear Better Business Bureau,

   

  Thank you for the opportunity to respond to ****'s complaint. **** had an appointment with us on June 14, 2023 for two services. Both services were for aesthetic injections. One service was for neurotoxin Botox injection to address fine lines around the brow and the second service a Restylane lip filler to help add volume to her lips. Both of these services can cause bruising and swelling at the injection area. It can take a couple to a few weeks for bruising and injection swelling to to subside and the results of the treatments to be clearly noticeable. 

  On June 19th **** called in and stated that she does not notice a difference on on her forehead and can still see lines and that the volume increase of her lips was not noticeable only bruising. During this call **** also stated that she was to receive a booster injection from us that she did not receive. 

  During this phone call we immediately scheduled **** for a FREE follow up appointment on 06/28/23 at 11:30am and her booster follow up, of course waiting the two weeks from her treatment date to allow for swelling and bruising to heal. She was clearly told we would look at her treatment areas to compare and contrast before pictures with her current results and she was also told that if the results were not acceptable we would address her treated areas accordingly doing the appropriate touch **** but that she needed to understand that the dosages that she received is what she paid for. These are controlled substances and logged as such. She did not receive a placebo or saline service.

  **** agreed to and scheduled this follow up appointment. 

  On the morning of 06/28/23 at 8:12am we sent a text message to **** asking her to confirm her attendance for her 11:30am appointment. That message verbatim was "Good morning **** , Im securing your room & aesthetician for your 11:30am treatment with Novuskin today. Please reply yes to ensure staff is ready & waiting for your appointment." **** did not respond to this message, she did not call our clinic nor did she show up for her scheduled appointment. She did not reschedule or contact us again. There was no way for us to validate or disprove her concerns without her attending this FREE follow up appointment. In fact we did not hear from **** again until the filing of this complaint. 

  The offer still stands for **** to come in for us to conduct this free evaluation. 

   

   

   

   

  Customer response

  09/10/2023

  Im trying to reject the response from the business to provide photos of why and it will not work. 

  Customer response

  09/25/2023

  I don't understand why my case was closed. I responded with photos to reject their solution and was told you received it only to now be told my case has been closed. I do not want my case closed and I would like a solution from the business.

  

  Business response

  10/13/2023

  Dear BBB,

  This complaint was closed by the BBB on 09/24 as we responded timely. To date **** has not addressed the facts as we laid them out. The facts of the case have not changed. Our original response is listed below. **** did not come in as instructed for her scheduled appointment from her original claim so that we could either validate her claim or disprove it, nor did she contact us again. 

  For her to send in pictures 4 months later does not permit any trained medical doctor or staff to evaluate the success of the original service. Why, didn't she come in? Perhaps because it was a suspect claim to begin with. 

  Injections naturally dissipate with time and only last for a few months in some instances. When it was relevant for her to come in just weeks after her appointment for observations she refused.  

   

   

  Dear Better Business Bureau,
  
  Thank you for the opportunity to respond to ****'s complaint. **** had an appointment with us on June 14, 2023 for two services. Both services were for aesthetic injections. One service was for neurotoxin Botox injection to address fine lines around the brow and the second service a Restylane lip filler to help add volume to her lips. Both of these services can cause bruising and swelling at the injection area. It can take a couple to a few weeks for bruising and injection swelling to to subside and the results of the treatments to be clearly noticeable. 
  On June 19th **** called in and stated that she does not notice a difference on on her forehead and can still see lines and that the volume increase of her lips was not noticeable only bruising. During this call **** also stated that she was to receive a booster injection from us that she did not receive. 
  During this phone call we immediately scheduled **** for a FREE follow up appointment on 06/28/23 at 11:30am and her booster follow up, of course waiting the two weeks from her treatment date to allow for swelling and bruising to heal. She was clearly told we would look at her treatment areas to compare and contrast before pictures with her current results and she was also told that if the results were not acceptable we would address her treated areas accordingly doing the appropriate touch **** but that she needed to understand that the dosages that she received is what she paid for. These are controlled substances and logged as such. She did not receive a placebo or saline service.
  **** agreed to and scheduled this follow up appointment. 
  On the morning of 06/28/23 at 8:12am we sent a text message to **** asking her to confirm her attendance for her 11:30am appointment. That message verbatim was "Good morning **** , Im securing your room & aesthetician for your 11:30am treatment with Novuskin today. Please reply yes to ensure staff is ready & waiting for your appointment." **** did not respond to this message, she did not call our clinic nor did she show up for her scheduled appointment. She did not reschedule or contact us again. There was no way for us to validate or disprove her concerns without her attending this FREE follow up appointment. In fact we did not hear from **** again until the filing of this complaint. 
  The offer still stands for **** to come in for us to conduct this free evaluation. 

• Initial Complaint

  12/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been going back and forth with novuskin. I asked them to cancel my membership when i lost my job. One year later they are responding with you will need to pay for the free gift we gave you in order to cancel. I emailed them back stating that i would pay for the free gift on another card. They still took out almost 400$ from the card i asked them to stop payment on. No response yet.

  

  Business response

  01/02/2023

  Dear Better Business Bureau,
  Thank you for allowing us the opportunity to respond and address the issues raised by ******************
  We are writing in response to a complaint that we received from your organization in reference to a member of our med spa *****************************.
  Novuskin Med spa is a membership-based med spa offering aesthetic services and mainly specializing in technologically advanced skin care treatments. To utilize our facilities,you must be a member. We offer several types of membership plans for someone to select from.
  All members are provided a written digital copy of their agreement with Novuskin when they purchase a membership and of course can request a copy of their agreement at any time.
  With each new enrollment, new members are provided with various skin care products that will be complimentary only if that member completes their year membership agreement. 
  While a member can terminate their agreement at any time, the membership agreement is for a term of twelve months. In addition to the services provided, as part of our membership agreement, members will also be responsible for goods and services that they have received up until the time of cancellation.
  ****************** became a member with our spa on 10/27/2021 with a yearlong agreement allowing her to utilize all spa services offered.
   With Ms. ******** membership she received $549.98 in skin care products.
  
  
  When a member joins our spa, they can pay their membership in full, with a partial down payment followed by monthly payments or simply by making monthly payments.We do offer several options; ****************** chose to make monthly payments of $129.00 per month.
  If a member wishes to pay monthly as ****************** did, we require a signed authorization form from the member granting permission to process each monthly payment electronically. This consent also is to pay for the products received by the member. In addition to the signed authorization form provided by the member,the member also must provide their official government issued identification.All of these are on file for ******************, showing that she clearly authorized automatic payments.
  We did receive a text message from ****************** on 06/06/22 asking us to cancel her membership.We immediately responded to that text message informing ****************** that we will cancel her membership, but she still needed to pay for the products that she received totaling $549.98. Subsequently ****************** denied receiving the $549.98 in products. When she denied receiving them, we produced her invoice in which she signed and initialed that she received those products at that point ***************** indicated that she paid $150.00 for the products. We informed her that if she wished to apply the $150.00 towards her products that she would still have an outstanding balance of $399.98. The digital records can be provided if needed.
   In her complaint listed with the BBB she now acknowledges receipt but states they were free, even after receiving the invoice and proof of the outstanding balance. We have sent dozens of emails to ****************** asking her to contact us to work with us on a repayment arrangement less than the $129.00 per month and she never responded.
  Once a members payment has been debited, the member is sent a text and email thanking them for visiting, which represents the members payment. When the payment(s) processed on 12/20/22 she was sent this text as well.
  ****************** was sent this text and email to represent her last payment, there is still a balance outstanding of $12.98 but since this is less then the agreed monthly payment it can not be debited, so there will be no additional charges
  
  There have been no additional attempts to process any payments and Ms. ******** membership is pending cancelation as we are prepared to waive the remaining balance.  
  We are here to assist in anyway that we can, if ****************** called us or returned our phone calls prior to escalating, we believe that we could have addressed and resolved any concerns or issues that *** have been unanswered or not clearly understood,we were not afforded that opportunity.
  
  
  
  
  

  Customer response

  01/04/2023

   
  Complaint: 18625988
  
  I am rejecting this response because: This is not what took place in my emails. You continually charged my card this past month 3x129.00 If you had a text from me to cancel the membership why was i charged? I was told the kit was free with my membership. I was then told via email that i would need to pay for the free kit if i cancel. No one has responded back to that email and i had to dispute the charges you took out after you clearly stated that i told your office i wanted to cancel before hand. This is totally wrong!!!
  
  Sincerely,
  
  *****************************

  

  Business response

  01/10/2023

  Dear Better Business Bureaus and ******************,

  We believe that we have accurately outlined the factual chronological events in the order of that they have occurred. We are here to assist in anyway that we can.

  We are attaching two supporting documents. "****************************** Silver Contract" is the agreement between Novuskin and ******************. In section 2.1 of the Automatic Payment Agreement you can see that ***************** authorized the payments to be processed. At no time in any communication did ***************** ask or inform us not to process her debit/credit card, had she done so of course we would not have attempted to process any additional payments.

  Section 3 ********** Starter Package" is the section that ****************** agreed to pay for the cost of the products that she received if she failed to complete the 12 month commitment of her her agreement, also in the section you can see that the products only become complimentary once you complete your membership. 

  The last page of this attachment shows the cost for the products recieved by ****************** and is initial and signed.

  The second attachment are email communications, (text msg's can also be produced if requested/required) between Novuskin and ******************. Initially ***************** denied receipt of the products, you can clearly see that in this email.

  After we provided proof of receipt, ***************** than stated that she paid for the products. Her $179 paid was applied towards that balance that she owed, but left an outstanding delinquent balance.

  We understand that memories may fade slightly and for that reason we maintain meticulous record archives. 

  If we maybe of further assistance please let us know 

   

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife signed up for a service with a 1 year commitment. She received the service for several months, then was diagnosed with breast cancer. She is currently undergoing chemotherapy and will be for the next 4 months. This business told her they will no longer provide the service that she purchased due to the diagnoses and treatment, and cannot provide treatment for several years after either. We requested that they cancel the contract based on their refusal of service, and they denied. We're not looking for a refund of prior services. We only request that the contract be cancelled for all amounts owed going forward since they are no longer upholding their requirement of providing the agreed upon service. Thank you.

• Initial Complaint

  07/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Novuskin charged me 6 months without any sort of treatment after calling to get a refund they refused to give me a refund and explain the situation as to why I am unable to get the treatments and yet they refuse to refund me instead told me I can spend the money in their products or give out my treatments or sell the treatments myself, this is very unprofessional I was not planning on canceling my membership until I had the chance to go again but at this point with such poor customer service I will never go back. Do not go to this business horrible customer service after they have your money

  

  Business response

  09/05/2022

  Business Response /* (1000, 8, 2022/08/08) */ Thank you Better Business Bureau for the opportunity to respond to this complaint and to address Ms. *******. Novuskin Medspa is a membership based Medspa. We offer several membership options that we extend. All memberships but one type require a year long commitment. ******** is a member that joined Novuskin in July of 2021 as a lifestyle member. ******** paid for all future services not yet rendered to her under her lifestyle membership. She paid for twelve in total. Although ******** paid for twelve services she only received seven to date. This membership is the only membership that can be canceled at anytime but does requires a thirty day cancelation notice. On July 21,2022 Ms.******* called Novuskin to cancel her membership effective immediatley. The associate that talked with Ms. ******* informed her that she would cancel her membership and that no further payments were needed, but that she would not refund any money for unused treatments as unused treatments never expire and can be redeemed at any time, which is correct. However we had a conversation with Ms. ******* several days ago, she talked with one of our managers following up on Ms.*******'s original request to cancel and noticed a complaint. After speaking with one of our managers Ms. ******* agreed to rescind this complaint and to my knowledge this issue has been resolved. Please let me know if this issues is unresolved. Sincerely, Novuskin

*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. ↩