Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  August 28th I went in to their location to inquire about their services. Had agreed to getting services but would not be doing so until late September due to my travel plans. I then reached out to them via online chat for a refund of $2000 that was partial prepayment for services. I got no response...left a few voicemails...got a response after a few days...call us to discuss. There was nothing to discuss, I want a refund...******* tried to tell me they made several attempts to reach me, not so! Demanded my refund...she then tried to convince me that I didn't know what I was talking about...that doesn't work! She then told me a credit card refund would take 30 days. That is simply not true in this day and age! I want my refund and anyone else that walks in there to watch your money!!!

  Business Response

  Date: 08/15/2025

  I take both patient satisfaction and the integrity of The Firm Medspa very seriously. In reviewing Stefanies complaint, its important to clarify the facts.
  

  On July 28th, Stefanie visited our location for a complimentary consultation to inquire about services. On July 28th she chose to prepay $2,000 for a significantly discounted treatment package. She also had a remaining $1,600 balance due that she intended to finance through Cherry, our independent third-party financing partner. Two separate calls were made to ******** a week prior to her refund request, and messages were left requesting she complete the checkout process to finalize the financing. The checkout link was texted and emailed from Cherry financing a few times as the links expire. 
  

  Shortly afterward, ******** decided to cancel and requested a refund. The messages she references in her screenshots were sent to our automated chat assistantclearly labeled on our website and at the top of the chat interfacenot to a live representative. These were not seen by any staff member until after her request was routed internally.
  

  On Monday, August 4th, ******** called our office. As per our standard protocol, her missed call was returned later that day. We also sent her a text that day advising that our manager, *******, would call the next morning.
  

  On Tuesday, August 5th, ******* called as promised. When asked how we could assist, ******** stated only, Theres nothing to talk about, I want my refund, without offering any explanation for her decision. As is standard in the medical aesthetics industry, our services are non-refundable, and clients cannot simply change their mind after purchase and demand a refund.
  

  Rather than cite this policy, ******* attempted to understand her concerns in hopes of preserving the relationship. ******** responded with hostility and extreme profanity. Given the nature of the exchange, we determined it was in both parties best interest to honor her request as a courtesy, despite having no legal obligation to do so.
  

  ******* explained that with our internal processing timelines as well as standard credit card refund processing times, refunds may take up to 30 days to appear. ******** ended the call abruptly. We immediately sent her a written confirmation via text stating that her refund request had been honored and will be processed. At no time was her refund denied.
  

  Since then, ******** has posted a negative and inflammatory review, despite our compliance with her request. Her statement that we made no attempts to reach her is inaccuratewe have documented timestamps of our calls, texts, and emails, including multiple attempts to provide her with the Cherry financing checkout link. The Firm Medspa operates with transparency, professionalism, and patient-centered care. Our policiesincluding requiring payment in full for special pricing and special consideration for processing refundsare consistent with industry norms.
  

  We have acted promptly, courteously, and well within industry standards, and there has been no wrongdoing on our part. While we regret that ******** chose to end her relationship with our practice in this manner, we stand by our staff and our commitment to providing ethical, safe, and exceptional care to all patients.