ComplaintsforSuite Six Medical Aesthetics

• Initial Complaint

  01/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed up for a monthly facial for a fixed cost the first and only question I asked was if there was a minimum commitment I was told there was no minimum commitment and I did not sign anything agreeing to a commitment after three months I tried to cancel, and they said that I needed to do a six month minimum commitment. The business agreed. I did not sign anything and that they gave me the wrong information but they were still going to charge me anyways, I have filed a complaint with my credit card company who are taking care of it but I am upset that they have my credit card information.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 28 2022 I went in for a laser hair removal appointment at Suite Six's ****** location. I had not gone to their med spa before and did not have a consultation. I was verbally told by the aesthetician that a pack of 12 full body laser hair removal would be $1,215. After the appointment the owner, ******* was checking me out and mentioned the same number and the total for the 12 sessions. However they had forgotten to mention that for each session the cost would be $1,215. They charged my card for $8,225 for the 12 sessions saying that I have approved the charge. The cost breakdowns and quote was never shown to me prior to payment. I immediately requested a refund on the spot and ******* expressed that I could think about paying larger amounts session by session or paying the $8,225 up front. She asked me to get back in touch with her if I was certain I wanted a refund. I got back to her requesting the refund and she denied. After several calls back and forth she agreed to refund me $5,644 ($1.445 for the session + $800 breach of contract fee + $336 credit card fees). The refund was cancelled on their end and never went through. The contract being referred to is an unsigned invoice that I had not seen until after the payment. I have attached the numerous invoices and cost breakdowns provided by the Medspa along with all signed contracts. I need a full refund.

  

  Business response

  07/21/2022

  Customer came in on June *********. She consulted with nurse Chikemey on laser hair removal. The client was looking for full body laser hair removal with our Soprano Ice device. The nurse did an assessment and quoted her $8225 for a full body package 12 treatments on each body part full legs, full arms, Brazilian bikini, full back, abdominal, buttocks,underarms and lip. Client agreed to the price and  was treated day of. It took the Nurse 2 1/2 hrs to treat her. After her treatment she came to the front desk and paid for the services. The card she had given me was a chip card and I inserted it into the chip reader. She signed the sale receipt merchant copy. At no point was she coerced into the sale she willing handed me her card and agreed to the purchase. 
  

  She called back an hour later wanting a full refund stated that she shopped around and received a better price. I explained to her that the pricing she received from the spa she looked into did not have our type of high end laser and could not treat her skin type. That is why she came to Suite Six in the first place. She demanded a full refund. I explained to her that if I split the package up she would be paying more for each individual treatment plus the breech of contract fee and and the credit card charges totaling $2581. She was credit Back $5644 on her credit card. The cancellation of refund that she is claiming was an accidental $5644 charge that was credited back immensely. Instead of refunding her the $5644 I accidentally charged her an additional $5644 on top of the $8225. So I immediately refunded her back the $5644 and an additional $5644 so she only paid for the services rendered that day plus breech of contract fee $800 and the credit fees $336 and $1445 for the 2 1/2 hr laser treatment on her entire body. 

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a laser hair removal treatment package in the Newburyport store last July (2021). The desk employee told me that I couldn't use another Groupon, but they would honor the Groupon price of $316. I made the purchase on my credit card. I called to make an appointment today. I spoke with the owner of the store, Gabrielle, and she told me that although she had problems with some employees offering Groupon prices, and those employees have been terminated, I was unable to use the treatments I purchased because she "considered" this a Groupon price. And I was not to refunded.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a package at a spa. The package was for 12 visits of laser hair removal. A close friend worked at the spa. She gave me a family discount which was in her right to do so. I believe the discount was for $200. The entire package costs $800 after discount. I called to cancel the package because I moved and I asked the owner to refund me the remainder to the card on file. At this time I used 8 of the 12 visits. She told me she couldnt refund me because I received a discount but I could use the extra money for something else if I wanted. Clearly that means theres extra money she was acknowledging but refusing to return it to me. Id like to get the remainder of the balance back.

  

  Business response

  02/09/2022

  Client Purchased an Laser Hair Removal package on 4/30/2021 see attached invoice. She had 6 treatments out of the pacakage of 12. She called the second week of February stating that she had moved out of the area and would like a refund on the rest of her package. I explained to her that all sales are final and can not be refunded, especially packages that are built out and heavily discounted. Single session laser hair removal is $65 per area she had two areas treated 6 times that is a total of $780, she paid $800 for the package of 12 for two areas. I explained to her that she would be better off finishing her 6 remaining treatments on each area then to split up the package. She said she couldn't wrap her head around it and hung up on me. I'd be happy to give her the $20 in a store credit I also gave her the optio of going to our other location closer to where she moved to. Typically in the spa and salon industry packages are built out so the consumer saves money and locks them in at that price. Monies are paid up front and once they start the packages it can not be refunded. She was made aware of this when she purchased the package. She had the choice to purchase individual sessions or the package. 12 sessions two small areas of laser Hair removal would have cost her $1560 she paid $800. There is no fraud or misrepresentation here only buyers remorse and the fact that her friend no longer woorks at the spa.

   

  Customer response

  02/15/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

  I reject her response and would like to stick with fact not fiction: her employee left long before I notified her i couldn't get to the spa and i also continued sessions after her employee left as well.  Her statement of buyers remorse are her words not mine.  I was not notified all sales of package deals are final.  If i was i wouldn't be here with Better Business Bureau. She references a payment of $800 for the package but neglects to add in her employees are allowed to give employee/family discounts (not sure of her terminology).  Her employee gave me a $200 discount unbeknownst to me until after she charged my account but yet she is using this figure in a final sale. The facts in her last email are continuously diminishing and her opinions and changes are continuing. The fact is I did move and my change of address is on file with **** from October 2021.  I made there as much as I could with difficulty and can no longer continue.  I purchased sessions but because of my change of address I can no longer make it work and would like to reimbursed for the sessions I have not used at the price I purchased them.  I do believe there are consumer laws that protect consumers from establishments changing prices and keeping money for services not used.  

   

  

  Business response

  03/01/2022

  In response to the rejection of the complaint I provided proof of the signed invoice and dates treated/records. Policies on laser hair removal packages apply to all clients and are factual pricing is not made up per individual. Once a package is purchased and treatment has commenced it is non refundable especially if an individual has had 7 treatments out of 12. Individuals *** are priced hire then packages. Packages are built out to give the client optimal results at a extremely reduced rate. If the package was split up and each individual session was added up minus the discount the client would have no credit after being treated 7 times therefore there is no fraud. The client can come back at anytime when she is in ****** or *********** to use the remaining  treatments this was expressed to her. They will never expire. I hope she takes advantage of the treatments owed to her. I dont believe she moved out of the state and *********** is lovely in the Summer.

   

*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. ↩