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:01/21/2025

  Type:Sales and Advertising 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 was a blatant act of fraud and bait-and-switch tactics - unacceptable and unprofessional in the medical industry. I purchase a Groupon for 20 units of *****, something I have done a handful of times without issue. I FULLY understand that 20 units is a small amount. However, I made it clear I am comfortable with that. It is my body and my decision after all. The assistant tried to persuade me to switch to *******, but I declined. I have done research on both products and prefer *****. After this refusal, AND verbal understanding I had purchased a 20 unit Groupon, she got the doctor *** came in and after a brief discussion on placement, marked my forehead, and proceeded to administer injections without ANY indication that additional units beyond my 20 were being used. ******* one point I had a brief thought he was really spreading the 20 units around, but other practitioners have done so in the past. NEVER did I imagine this was a ploy to grossly exceed the agreed-upon treatment, without consent. To my shock, I was informed upon leaving that I owed $585 and that I had received 65 units, not the 20 units purchased. To be clear, this was done without any prior discussion or authorization on my part. The receptionist stated the Groupon covered only 20 units and I was responsible for the rest. This is completely unethical, fraudulent, and outright predatory behavior. At NO point was I informed that additional units would be/could be administered or charged for. Had I known, I would have outright refused. Even if offered for free, I would have never consented to that much *****. Not only do I feel completely deceived, but I am blindsided with a financial strain, as this surprise expense was never budgeted. IF this is how Neuro Strive operates, I can only assume they are resorting to these tactics to exploit unsuspecting customers as a common business practice. This reflects very poorly on their ethics, professionalism, and reputation.

  Business Response

  Date: 02/06/2025

  Subject: Response to BBB Complaint ID ********
  
  Dear BBB Representative,
  
  First and foremost, we would like to express our appreciation for the work the BBB does in ensuring businesses uphold high standards of service within the community. At Neurostrive, we take great pride in providing exceptional care to our clients. Dr. ******** and Dr. **** are esteemed neurologists who have been serving the community with integrity and compassion for many years.
  
  Neurostrive has been proudly serving the Treasure Coast for six years, with thousands of satisfied and loyal clients. Our reputation is built on trust,professionalism, and ethical business practices.
  Regarding the complaint from this client, we would like to clarify our standard procedures, which have remained consistent for all our clients. Each visit begins with a consultation to assess the clients treatment goals and to provide recommendations based on professional expertise. While we may suggest various products, such as ***** or *******, the final decision always rests entirely with the client. At all time, 2 personal are present in the exam room during treatment and she agreed upon the additional treatment suggested by the provider.
  
  We understand that, on occasion, misunderstandings or miscommunications may arise. When they do, we make every effort to address and resolve concerns in a manner that ensures client satisfaction. Every client who has reached out to us with concerns has been given our full attention and the highest level of service. However, in this case, this client did not contact our management team to address her concerns before filing a complaint and leaving a highly inappropriate public review. In her review, she referred to our practice as "unethical, fraudulent, and outright predatory," which is an unfair and inaccurate representation of our business.
  
  Despite the tone of her review, we still extended an offer for a follow-up appointment to address an asymmetry she mentioned in a private email exchange.This follow-up appointment was offered as part of our standard practice for all clients receiving treatment, not in response to her complaint.
  
  Additionally, we want to make it clear that all treatments performed at our facility are non-refundable and the client usually signs off and agree on the suggested treatment. This policy is standard in the medical aesthetics industry, as products and services are administered at the time of treatment and cannot be reversed.
  
  At Neurostrive, we are deeply committed to serving our community with professionalism and care. We stand by the integrity of our practice and will continue to provide the highest quality service to our valued clients.
  
  Sincerely,
  **** *****
  Practice Manager
  Neurostrive Hydration & Med Spa

  Business Response

  Date: 02/19/2025

  Dear BBB Representative,

  I am writing to provide an update regarding this complaint. After further discussions with the client, we were able to come to a mutual resolution, and she has been refunded the full amount for her treatment.

  At Neurostrive, we are committed to ensuring client satisfaction and maintaining the highest level of professionalism and integrity in our practice. We appreciate the BBBs role in facilitating open communication and trust between businesses and consumers.

   Please let us know if any further action is required on our end to formally close this matter.

  Best regards,
  **** *****
  Practice ****************start="847" data-end="850">Neurostrive Hydration & Med Spa