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:06/05/2023

  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.

  I went to this spa for lip fillers. The lady at the desk took before pictures of my lips. I was assigned to a ********************* to administer my lip filler. He told me the filler that he would recommend was called Versa. I went along with what he suggested. I checked out and paid $650 on May 16, 2023.I was not given any discharge instructions, I wasn't told about a follow-up appointment, they did not take a picture of my lips after the injection, if you look online there is before and after pictures of other clients. **** kept referring to me as a "mature woman". which I didn't like nor did my daughter. After the swelling and bruising went away, I didn't see any change in the appearance of my lips. No one saw a difference. There was NO PRODUCT IN MY LIPS. I totally lost faith in this business. I don't trust them, and I feel they didn't really care because of my age. I have since gone to another business and had my lips "redone correctly." I was given discharge instructions, and a two-week follow-up appointment, which they said was important and they did a before and after photo. I'm very happy with the results!!! I would like a total refund ($650.00) from Glow StPete. I will not give them a bad review on YELP. They also have my credit card number on file which I didn't like. They wouldn't make my appointment without me giving them my credit card number. Thank you.

  Business Response

  Date: 06/18/2023

  The client presented to our establishment on 5/16/23 as a new patient requesting lip filler. She had previously never had lip filler. The client presented inspiration photos of what she would like her lips to look like post-injection. These photos included women decades younger than the client with lips much bigger than hers. I had a very detailed discussion with the client that her desired goal for the size of her lips would likely take multiple sessions and is an unrealistic expectation for a single filler session given the smaller size of her lips at baseline. In our practice, we only inject 1 syringe of lip filler per session as a safety consideration for the client. Injecting more than this puts the client at risk of various complications including vascular pressure occlusion and filler migration. This discussion is reflected in the medical chart and the patient verbalized understanding of this discussion. 
  
  Furthermore, in the aesthetic industry and in medicine in generalany client over the age of 60 years is considered mature. This is not used in a derogatory sense. Age is a very important consideration in aesthetics and especially with regards to injectables as a client who is in their 70s, such as the complainant, will have very different anatomical variations compared to someone who may be 50 years younger than them. This is the context by which the term mature was used with this client during her visit.
  
  Follow-up appointments at our establishment are made on an as needed basis. The client to our knowledge never reached out to the business to schedule a follow-up appointment. Lastly, after photos are generally used for social media promotion. If these photos were not taken it is assumed the client did not consent to having her photos posted for social media promotion.

  Customer Answer

  Date: 06/19/2023

   
  Complaint: 20140358
  
  I am rejecting this response because: you can see by the response from the company(****) that they just dont care. 
  They  offer no solutions they take no responsibility or accountability. I did not bring in any pictures of what I wanted that statement from **** was untrue, untrue like the other statements he made. The only thing he said was people were asking for some new Russian look with the lips. I had never heard of that.  He just kept saying they see a lot of older, mature women ( my daughter did not like that statement and he kept repeating it) He did not say anything about my results considering my age or what I was expecting, nothing about final results. The bottom line is, I didnt get the service or the professionalism that I paid for. Why would I go to another facility and pay for the procedure again? I went to another facility 3 weeks after Glow, the procedure from ***** was 1 hour long, Glow was ************************************************************************ two weeks ( thats actually free of charge). From ***** clinic. My new results are amazing I definitely got what I paid for from *****. **** offered no after care no instructions, no hand out info. I looked the same after a few days, there was no filler in my lips. 
  I feel violated, I feel I was discriminated against, I was lied to.  I feel they scammed me out of my money. They took advantage of me because Im older. 
  I want a full refund. I have contacted my credit union and ** considering a complaint to the attorney general or my attorney. I want this resolved. I want Glow to make this right and do the right thing and refund my money. All I wanted is what I had paid for from Glow. I did not get it.  Is this really asking too much? 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/19/2023

  Dear ******, 
  
  Let me start by saying, Im truly sorry if you in any way felt uncomfortable at my Medical Spa. Customer satisfaction and superior results alike are our top priority as evidenced by our thousands of happy clients. I cant tell you how many clients return and refer in because they feel like we treat them like family. Im genuinely sorry and wish I wouldve known you were unhappy. There is no way we would be growing at 100% growth in the last year if we didnt have an ethical practice or didnt care. I own Glow, a small, woman-owned business and value each and every patient that walks in my door. You mentioned youre a Mom, well so am I. I have worked tirelessly the last three years to create a space for the community to receive top tier beauty treatments while feeling valued and cared for to create a legacy for my own children. I worked tirelessly for two years as a single provider and in the last year added staff to grow my practice. **** has been a great asset to the practice, and Im sorry this wasnt your experience. Its okay that he wasnt a fit for you, but how can you take to the BBB with all your false accusations about my practice over a single interaction? 
  
  
  Medical terminology does use the word mature for an age group, but I can see how this would be offensive if you arent familiar with medical terminology. I will discuss this with him and be sure he approaches discussing different types of lips in a more mindful and sensitive manner. 
  
  
  To touch on your appointment time, lip filler appointments are 30 mins each. Ive done thousands of lips in my career and 30 mins is more than enough time. You arrived late to your appointment, yet **** still saw you as a courtesy to you. Even so, your appointment was longer than 10 mins as he cannot even get through a Botox appointment in that short amount of time. 
  
  
  I am happy you eventually got the lips you wanted. I did attempt to search the Medspa, Noire you listed, and there is no Medspa of that name anywhere around my practice. I cannot speak to your lip filler results with us, but had you contacted the Spa directly, I wouldve been more than happy to see you and come up with a resolution. Not once did you reach out to me to discuss your issues with **** or your treatment. I couldve even offered to retreat you. You didnt even give me the opportunity to help. Again, we couldve come up with a resolution that didnt involve taking to BBB and slandering Glow. It is very hard for me to want to help in this situation when youve already slandered my business on this website and the damage is done. 
  
  
  Nevertheless, because I do care about my patients, Ive decided to refund you the amount paid to the card used. You need to reach out to the practice at ************** to as there is information we need and a form for you to sign before we can issue a refund. 
  
  
  For the future, it would be more in your favor and also respectful to reach out to a business first before taking to the internet. Not everyone in the business world has ill intent as youre suggesting. 
  
  
  Very Best, 
  
  
  ***************

  Customer Answer

  Date: 06/22/2023

   
  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.
  
  Sincerely,
  
  *****************************