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:07/03/2025

  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.

  I was supposed to have surgery with Avana plastic surgery in ***** after i deposit my 250 dollar they put me with a different doctor that I was not choose when I ask for my refund of my 1300 dollar they said its was going to take 60 day I waited for ********************************************************************************* a check for 800 instead of 1300 hundred Avana plastic surgery its a fraud when call the refund manager she refused to talk she always busy

  Business Response

  Date: 07/03/2025

  Hello,
  Thank you for your patience. Were happy to inform you that your refund was processed today. Please allow a few business days for the transaction to reflect in your account, depending on your financial institution.
  If you have any further questions or need assistance, feel free to contact us.
  Sincerely,
  Avana Plastic Surgery
  ************...

• Initial Complaint

  Date:07/01/2025

  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.

  My name is ***** Zulu, and I am filing this complaint against Avana Plastic Surgery for refusing to refund my /$500 deposit even though I never received any services, never had a confirmed surgery date, and the doctor I originally booked with is no longer at the practice. I paid my /$500 deposit on **December 28, 2023**, to book a procedure with a specific doctor. Not only was I **never given a confirmed surgery date**, but after that, I was contacted by someone named ***********, who repeatedly tried to push other doctors on me instead ignoring the fact that I chose a specific provider for a reason.When I asked for a refund, she kept **stalling and redirecting**, trying everything to **avoid giving my money back**. And now Im being told I dont qualify for a refund because its past the 6-month mark.That **6-month rule is not written anywhere** in the agreement I signed. Their own **Procedures, Cancellation, and Refund Policy** clearly states:If you have purchased a treatment package and decide to cancel prior to receiving any of the individual treatments, a full refund will be issued.*Thats exactly my situation. No services, no treatment, no consultation, no confirmed date and no doctor. I signed a document that promises a refund in this case, and now Im being denied based on **a policy that doesnt even exist in writing.**This is dishonest, unprofessional, and absolutely unacceptable. I am demanding a full refund of my /$500 deposit. If this is not resolved, I will continue to escalate this matter with every consumer

  Business Response

  Date: 07/08/2025

  We appreciate the opportunity to respond to Ms. ***** ****'s complaint regarding her $500 deposit and her request for a refund.
  
  Ms. **** made her deposit on December 28, 2023, to reserve a surgical consultation and potential procedure. At the time of payment, Ms. **** signed and acknowledged our Procedures, Cancellation, and Refund Policy, which clearly states:
  
  "If your surgical procedure is permanently cancelled for any reason or at any time, a $500 cancellation fee will apply."
  
  It is important to clarify that this deposit was not simply a placeholder it served to reserve scheduling, staffing, and administrative resources for Ms. ****s case. While she indicates that a surgery date was not confirmed, internal records show communication and follow-up from our coordination staff, including options for alternative providers and next steps, all of which were declined or postponed by the complainant.
  
  As outlined in the same signed document, the $500 is considered a non-refundable cancellation fee, regardless of whether medical services were rendered. This clause is not contingent upon the scheduling of a surgical date or the assignment of a particular physician. Patients may change doctors or adjust dates, but if they choose to cancel entirely, the cancellation policy remains in full effect.
  
  
  We are sympathetic to Ms. ****s dissatisfaction . However, based on the written agreement, her case does not qualify for a refund under the established policy. For this reason, the $500 deposit is being upheld as a cancellation fee, in line with the terms she accepted at the time of purchase.
  
  Please feel free to contact us for any additional documentation or clarification.
  
  Sincerely,
  Patient Relations Department
  Avana Plastic Surgery
  *******************************************************
  **************
  

• Initial Complaint

  Date:06/26/2025

  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.

  I paid for my services in full. First they said they were changing my doctor then I had to cancel my procedure, and I contacted them they advised they would issue a refund in 30 days which is also listed on their documents. It has been 7 months, and they have not issued a refund. I call daily, they say they will have someone in the refund department return my calls, nobody has called and still no refund. Thousands of dollars. They are a scam.

  Business Response

  Date: 07/08/2025

  Dear 
  We would like to inform you that your refund is currently being processed. Please allow a few business days for the transaction to reflect, depending on your financial institution.
  Should you have any questions or require further assistance, do not hesitate to contact us.
  Sincerely,
  Avana Plastic Surgery
  ************

• Initial Complaint

  Date:06/26/2025

  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.

  Good morning, I am coming here because I don't know what else to do. I have been trying since March 10, 2025 to get the clinic to refund my money for the surgery since the doctor was the one who canceled it and they only make excuses, lies and play with the patients' time and money. First they say **************************************************************************************************************** any document. Since May 30, the company should have returned the total amount of $ ******** but after that they are making more excuses, the person in charge never answers calls and emails take 2 and a half weeks to answer. I don't know what else to do anymore, please help me solve this problem as soon as possible.

  Business Response

  Date: 07/03/2025

  Thank you for your patience. Were happy to inform you that your refund was processed today. Please allow a few business days for the transaction to reflect in your account, depending on your financial institution.
  
  If you have any further questions or need assistance, feel free to contact us.
  
  Sincerely,
  Avana Plastic Surgery
  305-501-6000ere...

• Initial Complaint

  Date:06/15/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They tried to sell me one thing and then they were trying to give me something else one of my mom had a emergency and I need my money I still need that money and they keep saying wait wait and nothing happens I am worried about my money I need my money please help me

  Business Response

  Date: 07/01/2025

  .Thank you for bringing your concerns to our attention. We strive to provide the best service possible and appreciate the opportunity to address your issue.
  
  We would like to confirm that your refund has been successfully processed. Depending on your financial institution, it may take a few business days for the funds to reflect in your account.
  
  If you have any further questions or need additional assistance, please do not hesitate to contact us directly , We are happy to help!
  
  Sincerely,
  Avana Plastic Surgery 
  ************

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 26, 2025 I requested a refund for money paid to Avana Plastic Surgery Center after my Surgery had been canceled by the center. May 5th, I was refunded partially of what Im owed. Ive emailed the surgical center asking for an update or when I could anticipate receiving the balance of my refund. I was told that they take 30 to 60 business days to complete refunds. I requested to see documents of where *** agreed to this time frame for a refund. I wasnt provided with any documentation and they have stopped answering my calls and emails.

  Business Response

  Date: 07/01/2025

  Tell us why herThank you for reaching out. We understand your concerns and would like to clarify the status of your refund request.
  
  Based on our records, we have been in communication with you regarding the release of your refund back to your original payment method. Prior to your formal refund request, we informed you that we do not accept medical card payments. As a result, that portion of your payment was immediately refunded to the account at that time, which you received in May.
  
  Following this, you submitted an official refund request for the remaining balance. We have communicated to you our standard processing time for refunds and you are currently still within this allotted timeframe.
  
  We understand this delay may be frustrating, but please rest assured that your refund is being processed in accordance with our policies. If you have any further questions or would like confirmation of the date your refund was initiated, we are happy to provide that information.
  
  Thank you for your patience and understanding.
  
  Kind Regards,
  Avana Plastic Surgery
  305-501-6000e...

• Initial Complaint

  Date:06/04/2025

  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.

  Hello my name is ******* I just want my refund the full about because they were the ones who canceled my appointment they canceled it on December 23, 2024 and now every time I call them they say I am going to transfer to the refund department, and then they say its not open, and were gonna leave a message and theyll call you right back, which they never do. Today is June ****** until this day I call and they say yes were gonna refund your money. Just at the department is closed and were gonna leave a message for them tocall you back and they never do. Theyve been saying Im gonna refund your money on Friday. And if you dont get it, please call back. We call and never get anything. Then I call on Monday. Ive been calling this whole week and nothing has been happening. Please let meknow what I can do what I need to do because I really need my money. I have a family emergency and I need it.

  Business Response

  Date: 06/25/2025

  Hello,
  Thank you for the opportunity to address your complaint.
  
  We appreciate your continued patience, and we sincerely apologize for the inconvenience and frustration you've experienced throughout this process.
  
  We want to confirm that your refund has been successfully processed and the funds should now be reflected in your account.
  
  We truly regret the delays you encountered and understand the urgency of your request, especially given your family emergency.
  
   Please dont hesitate to reach out directly
  
  Kind Regards, 
  Avana Plastic Surgery
  ************
  

• Initial Complaint

  Date:05/29/2025

  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.

  This business is completely unprofessional and stealing money from people. I had a surgery booked with them all the way from ** and Im beyond frustrated with Avana. I canceled with them because they were giving me different prices after I told them i was booked for implants but I didn't want implants. ******** gave me a quote $1k higher than original quote even with implants taken off, which is ridiculous. Then when I called to cancel all of a sudden it was $500 cheaper than original quote! And on top of that the surgeon I was scheduled with left them and they had to reschedule everyone with other doctors. Doctors leave them to protect their reputation and I dont blame them. There are so many complaints about this place from SURGICAL COMPLICATIONS, LIES, and them REFUSING to give REFUNDS. I was called by Avana on 5/12/25 saying my refund was being processed for $1625 it is now 5/29/25 and I STILL DONT have my refund. Their administration is clearly people with no experience because *** notified me there was no notes imputed and my surgery wasnt even canceled after I called to cancel and made so many complaints to them. I had close friends booked with them as well who have now also canceled because of how theyve treated us! And I will keep telling people not to book with them. The lawsuits speak for themselves. I spoke to ***, ********* Stefany, and a couple other ladies who have all lied. Now I have no choice but to take legal action because they have continued to lie about this refund of $1625

  Business Response

  Date: 06/03/2025

  Dear Pfelishia,
  
  Thank you for giving us the opportunity to address your concerns.
  
  According to our records, you were contacted regarding your refund request, and our **************** Manager also reached out personally to apologize for the confusion related to pricing. To help resolve the matter and acknowledge the inconvenience, an additional discount was offered at that time.
  
  On May 12th, we confirmed that your refund request had been received and advanced to the next stage of processing. However, please note that we have not indicated that your refund has been fully processed and completed. As of now, your request remains within the standard processing timeline outlined in our policy.
  
  We fully respect your decision not to proceed with the surgery and want to reassure you of our commitment to transparency, integrity, and delivering the best possible experience for our patients.We take all concerns seriously and do our best to resolve any issues promptly and fairly.
  
  If you have any further questions or would like an update, please dont hesitate to reach out. Were here to support you every step of the way.
  
  Sincerely,
  Avana Plastic Surgery 
  ************

• Initial Complaint

  Date:05/29/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  My name is ******** *******, and I am filing a complaint against Avana Plastic Surgery for refusing to refund $1,380 that I paid for a surgery I ultimately had to cancel due to health reasons. I entered into an in-house payment agreement with the clinic and paid $250 as a deposit, followed by approximately six additional payments totaling $1,380.When I canceled the procedure, I requested a refund. A staff member told me via text that Avana would be keeping $1,000 of my money because the procedure was allegedly split into two surgeriesbreast augmentation and tummy tuckdespite us agreeing to a mommy makeover package, which is typically considered a single combined procedure. Their justification for withholding the refund was inconsistent with our agreement.I have text messages documenting this conversation, including the last message from the staff member which read, I dont understand you, after I tried to clarify. I also asked whether I could apply the amount I had paid toward non-surgical services like ***** or fillers, but I was told that was not ********** resolve this, I filed a dispute with my bank for all the payments made. I was later informed by the bank that Avana was providing documentation to avoid issuing a refund. However, when I log in to my patient portal on Avanas website, it says my refund is approved and listed as processing.This situation has caused a great deal of frustration, especially considering the volume of similar complaints from other patients about withheld refunds and poor communication. I believe Avana Plastic Surgery is engaging in deceptive and inconsistent business practices and should be held accountable. I am seeking a full refund of the $1,380 paid.

  Business Response

  Date: 06/03/2025

  Hello ********,

  We appreciate the opportunity to respond to your concerns.
  
  First and foremost, we apologize for any miscommunication or misinformation regarding the cancellation fee and refund amount. We regret any frustration this situation has caused.
  
  As per the cancellation policy attached to your agreement, there is a $500 cancellation fee for canceling your procedure. We have previously advised you via email of the cancellation charge and the corresponding refund amount you are entitled to receive.
  
  At this time, you are still within the allotted time frame for the completion of your refund. We are committed to ensuring this process is completed as promptly as possible.
  
  If you have any further questions or concerns, please do not hesitate to inform us. We would be more than happy to assist you.

  Customer Answer

  Date: 06/09/2025

  Hello,

  Thank you for your assistance.
  I am ok with $500 cancelation fee.

  But I am expecting the remainder of the amount as soon as possible.

  Thanks

  Customer Answer

  Date: 06/09/2025

   
  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. Meaning, I am ok with the $500 total for cancelation fee and not any amount more. I am expecting the remainder of the amount back to my account as soon as possible.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a surgery scheduled for November 2024, regrettable I didnt pass my vital testing. I was in offered to reschedule my surgery or get a refund. I choose for the refund while I work on my health. I was told that there was a cancellation fee which is was fine and was aware of it. They advised that it would take 30 days for the refund. After the 30 days was up I called for an update. I was then told that it will take up to 60 days. I called when the 60 days was up and was told that the accounting department is backed up. I was advised to keep calling and to send an email to accounting team. Now its been 6 months after my initial surgery date and I havent received anything back. I paid $5000 for my surgery and was told Ill be refunded $4500, 6 months later and Im still waiting! Please help!

  Business Response

  Date: 06/23/2025

  Hello,

  Thank you for giving us the opportunity to address your concerns.

  We appreciate you bringing this matter to our attention, and we sincerely apologize for the delay and inconvenience youve experienced. After reviewing your case, we can confirm that your refund has been successfully processed.
  We understand how frustrating this situation may have been and we truly regret the extended delay or any confusion caused throughout this process. If you have any further questions or concerns, please dont hesitate to reach out to us directly.

  Avana Plastic Surgery 

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