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:08/13/2024

  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.

  On March 4, 2024, I referred to this business for ***** injections, for which I was charged $458. Shortly after the procedure, both of my eyes began to look unusual, and my eyelids drooped significantly. This never happened to me before upon my ***** injections with other providers. I contacted the business, and they attempted to fix the issue with additional injections, but it only worsened my condition. I requested a resolution and a refund multiple times even through my credit card company, but they refused.I had to seek help from two ophthalmologists and spent $550 on the referrals and medications to correct the problem they caused. It took more than three months to resolve, during which the business still refused to refund my initial payment. This experience was extremely disappointing, unprofessional, and unethical.I am requesting a full refund of the $458 I paid to the business, as well as the $550 I spent to fix the issues they caused (I should be able to provide receipts, if needed). This is a total of $1,000. Please note that this does not even account for the time I lost and the significant mental and emotional distress I endured from having abnormal-looking eyes for such a long period.

  Business Response

  Date: 08/13/2024

  Hello

  In your communication to me, you mentioned that the patient has signed a HIPAA release:

   HIPAA Release was offered and accepted on 8/12/2024

  Could you please send that to me so that I can respond to this complaint?

  Thank you

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

   

  Customer Answer

  Date: 08/13/2024

  I am rejecting this response because: The business asked BBB (not me) to send them the ***** release form that I have signed. The business needs this form to respond to the complaint. BBB, please release my signed ***** form to the business.

  Thank you
  ****** **********

  Business Response

  Date: 08/13/2024

  Hello

  
  Is the patient rejecting my request for her to sign a HIPAA Release so that I can respond to this complaint?

  If that is the case, I am not legally allowed to respond to this complaint. So, I am not sure how to proceed from here?

  Please let me know

  Thank you
  

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

  Customer Answer

  Date: 08/13/2024

  I am NOT rejecting the request to sign the ***** release form. I think I already signed the form when opening the case with BBB. If not, I am willing to sign the ***** form immediately.

  Customer Answer

  Date: 09/19/2024

  Signed HIPAA form has been attached.

   

  Thank you,

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

  Business Response

  Date: 09/30/2024

  In regard to ****** ************ complaint regarding her statement of her "eyelids drooping significantly", this was not the case. ****** ********** scheduled another appointment with ****** (the ** Cosmetic Injector) after her initial appointment. When she came in for her follow up appointment, ****** could not see any issue with her eyelids after injecting ***** in the patient's forehead on the initial appointment. With ***** injected in the glabella and the forehead, there would be no reason for eyelids to droop

  The patient sent the picture that I have attached.

  There should be no refund offered. The patient has seen ****** 9 times since January of 2020 and after every ***** appointment she wants to come back for a touch up of free ***** for issues that only she can see. ****** has continued to appease her.

  The ***** was administered correctly and there should be no refund given for this patient

  Thank you

  Customer Answer

  Date: 10/10/2024

  I am rejecting this response because:   

  Please see below:

  Eyelid Drooping: Your statement is clearly false. Contrary to your claim, my eyelids did droop significantly after the ***** injections. This issue was confirmed by two ophthalmologists and required medical treatment. ****** initially told me to wait for two weeks, but after that period, the drooping remained the same, if not worse. Ive attached a text message from her saying, Yes.. I know Im very sorry/I have never had this happen to any of my patients before.

  Follow-Up Appointment: At my follow-up appointment, the drooping was still evident, as even the photo youve included shows. Simply dismissing it does not change the facts.

  Repeated Visits: The fact that Ive been seeing ****** since 2020 does not absolve her of responsibility. Just because she may have done it correctly before doesnt mean she didnt make a mistake this time. It is a false claim with no evidence to claim that I returned after every visit for issues only I could notice. This time, a significant error was made, and I had to see specialists to fix it (all explained in this claim at the beginning). ******** text messages also reveal how concerned she was about the mistakes, and now you are visibly lying about them.

  If this matter is not resolved, I will pursue further action.

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

• Initial Complaint

  Date:12/17/2023

  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.

  Hi, it is my 3 months end weight loss program with you.But unfortunately I lose muscle and gain fat in the program. For the past 3 months I was extremely fatigue and feeling like a dead body. The goal for the weight loss program is to help me gain muscle and reduce body fat.I would like to point out the negative experience I having. 1. First time meeting, the ** didnt told me what to eat and explain how to reduce the body fat. She told me she will explain to me when I get approval and when I come back again. 2. So I waited 2 weeks, I call in to pick up , I ask to speak to ** to discuss diet, exercise that I need to do through the program, but your outsource phone call company keep telling me no need an ** appointment, just walk in and pick up.Despite I insisted I need a ** to explain. 3. So she didnt arrange for me, and when I pick up, the rude front desk, was ******* me without explain any diet plan, brochure or anything. I was back home and eating mostly vegetarian + 16/8 diet, like my original eating habits.4. So after month 2, I went back, I was able to meet with ****************, the in-body details shows I lose muscle and gain body fat again. Which is a shock. she explains to me what I was doing it all wrong all the time, and discuss what meal to eat. She told me to take 100g protein per day, and no cardio. Again she didnt give me the meal plan brochure. 5. nurse ********* only gives me the meal plan brochure. That was too late, Im almost done with the program.6. So the final meet up again with another ** on yesterday and the in-body measurement comes out, I lose muscle again, and gaining more body fat on this month 3. Despite I following 100g protein intake. 7. This time the ** didnt up-sell me anything, because the program didnt work, she told me focus on 100g protein for another month and will see her again in 1 month time. I wasted my 3 months with your weight loss program. And I was having worse outcome than before. Please refund completely.

  Business Response

  Date: 12/20/2023

  We went above and beyond to take care of Mrs. ***** we made appointments for her to see 3 of our Nurse Practitioners and 2 of our Medical Assistants over a 3-month time frame. We have a formalized and protocoled weight loss program that is identical for every single patient. We do not alter or differentiate programs for patients. These weight loss programs are very successful and have a very high success rate. We never guarantee success with any medical procedure. We are sorry that Mrs. **** feels that her program was not successful. Like every patient that participates in this weight loss program, we spend an enormous amount of money for lab work and the cost of the medication for this program. At the end of the 3-month program, there is nothing to refund. And again, we never make any guarantees on weight loss or the amount of weight that will be lost.  Mrs. **** mentions an outsource phone call company that we use. We do not outsource our phone calls. Our *********** is located at our ******* *********** Clinic Location.

  Thank you

  **************************;

   

   

   

   

   

  Customer Answer

  Date: 12/20/2023

  I am rejecting this response because:   
  
  1. I seriously did not meet the ** on the first time to discuss what to eat , you need to provide a details record, If you claiming ** had advice me, what plan what steps the ** had taken!  you must have written down any records. The front desk was so rude and just busy to rush me out when I come back to pickup. 
  2. the first **, promise it will loss weight, reduce body fat, thats why I sign up! But at the end of the program each month I gain more fat. This is unacceptable . You dont even have a capability to find a way for patient to lose weight. You just want to scam people hard earn money. 
  3. you do not spend lots of money to take care of me, first you hire everyone on part time basis, they are not the same ** who follow up, the nurse was telling me they contracted for hourly rate only. So it is unlikely I will see back my original **. 
  4. all is just an **, is not even doctor or certified dietitian, you shouldnt sell as a weight lose program to customer when you are not even qualify. 
  
  5. Anyone trying to call in, will route to a third party call Centre that dont know anything about the particular clinic. Even Im asking for follow up they keep telling me, no need to see **. 
  
  6. whats the copycat semaglutite clinic you corporate with, I cant find any info for *********************, are they 503B? 
  
  7. at the beginning , there is no-one telling me is a copycat semaglutite , only when I pick up, it says it is the same but just the clinic that you work with, and I cant get a refund on the spot. You just forcing me to accept it. 
  
  I need a refund, my healthy is damaging and you just scam people for weight lose out of noway. 

  Business Response

  Date: 01/03/2024

  Am I supposed to respond to the patient's rejection response? I feel like I addressed all of her statements in my original response.

  Customer Answer

  Date: 01/12/2024

  Hello, the clinic ghosted me, what should I do next.

• Initial Complaint

  Date:10/31/2023

  Type:Billing 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.

  unsatisfactory customer service in ***** ** ! My last two calls were to corporate, Spoke to a ******* there whom assured me the manager would call me after meeting, never happened.I called corporate once more on Sept 14, to no avail. I went to that location after purchasing a Groupon for $179 for Dysoport. Before even purchasing I called to confirm it was correct injectable. July 12 I went in for Treatment, paid another $154. the session was kinda off as tech struggle to "reconstitute "injectable. Immediately after I noticed bumps on forehead where she had caused slight discomfort. Called office then next day, spoke to tech ask me to go in next day.i arrive and she's working in *****.Make another appt. on Aug 2, I go in and Im charged another $173 to now put in Botox!!! My forehead by this time is an awful ****** spoke to ******** at office asked if tech was in training,( only knew fine print after all of this because they sent me paper to sign before last appt there) she says she got fired! she assures me to let **** take care of me. I go into see Rosy and YET AGAIN IM CHARGED $54 FOR 2 SPOT INJECTION of botox ! I emailed them twice asking for at least 1/2 refund, NO REPLY., I spent $600 and my forehead is embarrassing. I suppose the company is too big to care if they endanger peoples lives by having untrained workers ! I simply asked for my $ back . They refuse

  Business Response

  Date: 10/31/2023

  Hello
  
  I am in receipt of this patient's complaint to the BBB
  
  In order for me to properly respond to this review, I will need for the patient to sign the ***** form that I have attached
  
  There are many details in the patient's history and assessments that explains the treatment plan that our RN Cosmetic Injector and our Nurse Practitioner prescribed.
  
  There are also many comments that D.O. stated that are simply not true, but again due to *****, we cannot comment on this until D.O. signs a ***** release.
  
  Once D.O. signs a ***** release, I can send an explanation that we have prepared in anticipation of D.O. signing the ***** release.
  
  Thank you
  *****************************

  Customer Answer

  Date: 11/01/2023

  This was letter Total meds sent me after I had already been back there 3 times . Note: this is the only time I was notified about techs being in training 

  Customer Answer

  Date: 11/01/2023

  Plz send a copy of my records to my home 

  Customer Answer

  Date: 11/01/2023

  Plz send a copy of my records to my home 

  Customer Answer

  Date: 11/01/2023

  corrected hippa 

  letter they sent me AFTER I HAD ALREADY HAD disastrous appointments,

  note in fine print they mention techs could be in training!  that's when I knew they were doing shady business! I've seen where owner replies to other consumers calling them a liar!I certainly hope that's not the case here.all I want is a refund since its already been established that my tech was in training &messed up my injections.

  Customer Answer

  Date: 11/02/2023

  I am rejecting this response because:   

  Customer Answer

  Date: 11/02/2023

  I am trying to confirm receipt of documents I submitted 

  Customer Answer

  Date: 11/02/2023

  I am trying to confirm receipt of documents I submitted 

  Business Response

  Date: 11/02/2023

  On the ***** Release form, I need for D.O. to add the BBB below where it says "Above listed patient authorizes the following healthcare facility to make record disclosure:" so that I can send our response to the BBB 

  Thank you

  ******

  Customer Answer

  Date: 11/07/2023

  I have not heard from Total Med or BBB , can someone update me please? *********************

  Customer Answer

  Date: 11/07/2023

  Signed RESIGNED 

  Customer Answer

  Date: 11/09/2023

  My eyebrows arches are completely different too! 

  Customer Answer

  Date: 11/09/2023

  Hello, I am inquiring if the business has replied? 

  Business Response

  Date: 11/10/2023

  D.O. continues to assert that there was a tech or trainee treating her. That is not the case, she was treated by an experienced RN Injector. Our RN/NP Injectors are experienced and highly skilled. We gave D.O. additional free units to satisfy her, yet she continued to say that she was not satisfied with her treatments. She continued to try to get additional free units of Dysport, when we wouldn't give her anymore additional free units, she demanded 50% of her money back even though it was unwarranted. We had several Nurse Practitioners evaluate D.O,'s results and felt that she had a great outcome.

  D.O. continues to damage our reputation by posting negative reviews on Yelp and ******* Then she posts additional negative reviews on Yelp and ****** regarding the same issue trying to further damage our reputation.

  If D.O. is willing to remove her negative reviews on Yelp and ******, we are willing to refund her 50% of what she paid. 

  Please let me know

  Thank you

   

  Customer Answer

  Date: 11/12/2023

  The business is lying straight out about me , as Ive seen them attack other complainants . I sent BBB PROOF OF THE ***** BEING IN TRAINING . If they give me full refund , sure I will remove reviews . How sad they couldnt just offer refund without all this stress . Thank you so much 

  Customer Answer

  Date: 11/13/2023

  I am rejecting this response because:   I would appreciate a full refund , their technicians really badly affected my appearance . As per the proof I sent they are using techs in training& when a problem occurs , they do not offer any thing without being paid for even more money! If they accept I will remove my reviews as they asked of me

  Customer Answer

  Date: 11/14/2023

  I just reread business response again . I am in shock . There is not one instance of anything being offered for free! When I went in , each time afterwards to fix the problem, I was charged another substantial amount of money on each visit. liars and horrific business people . Refund my full amount of $ and I will stop telling the truth about them

  Customer Answer

  Date: 11/15/2023

  Hello,have we received a reply from Total Meds ? Until my money is refunded I will start leaving reviews starting today against this unscrupulous business . It is most disheartening that consumers have to go thru this just to have businesses own up to their lies & deceiving ways. Thank you so much for being there for us consumers. *****

  Customer Answer

  Date: 11/17/2023

  The Business lied in response to my complaint . They never offered any services free of charge. That is a direct lie.

  Customer Answer

  Date: 11/19/2023

  Hello, all I ever did was ask for a refund from that business because they knew that they did me wrong. Untrained technicians they did the applications wrong charged me twice over double when I originally paid, they never offered anything for free and just until recently, they offered a half of my Purchase price. That does not fix the mess that was left on my face. Thank you very much. 

  Customer Answer

  Date: 11/22/2023

  I am assuming the business is refusing to send my money back ? Unfortunate . When a business like that, just takes from their customers without caring about their satisfaction, and then tries to say bad things about that customer makes consumers not trust anyone! 
  I will continue my reviews as its only right people know about their shady ways . I was recently  brought on  as a public consumer advocate, I plan to spotlight total meds as my *********** , thanks 

  Customer Answer

  Date: 12/05/2023

   Hello, I am wondering what else I can do in regards to the Bbb complaint about Total Meds ? 
  Thank you, Debra 

  Customer Answer

  Date: 12/06/2023

  If the business will refund the full amount I will not continue to make reviews ! 

• Initial Complaint

  Date:10/30/2023

  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.

  On 10-17-2023, I went to consult with the Nurse Practitioner about hormonal therapy and blood was drawn to determine hormone levels. I was supposed to receive a phone call from the ** a week later to schedule appointment for procedure. I paid $434.00 for blood results and procedure. I receive a phone call from a clerk from the facility a week later to inform me that my blood work by was messed up and tubes were mishandled. The clerk insisted that I go back to draw more blood since they couldnt work with the blood tubes that they mishandled. This incident is of concern and negligent from the facility. There is an issue with how blood tubes are inappropriately handled much less trust the facility to perform other services/procedures.I am requesting for a full refund of $434 plus damages.

  Business Response

  Date: 10/30/2023

  Hello
  
  I am in receipt of this patient's complaint to the BBB
  
  In order for me to properly respond to this review, I will need for the patient to sign the ***** form. You mentioned that the patient had signed a ***** form, if so, could you please send that to me.
  
  Once I receive a ***** release, I can send a detailed explanation.
  
  Thank you
  *****************************

  Customer Answer

  Date: 10/30/2023

  I received a phone call from the manager today, 10-30-23, to explain that my blood that was sent to the lab crystallized when it arrived to the lab. I am not sure what crystallized means other than coagulated because there was a transport delay. Again indicating that the tubes were mishandled with carelessness.  I am very disappointed in this facility. Clients/patients are important and should be valued. 
  

  The manager wants to deduct lab work. This is unacceptable due to their negligence. I expect for a full credit of $434 my care credit account. 

  Customer Answer

  Date: 10/30/2023

  I am rejecting this response because:   The manager wants to deduct money from the full amount of $434. This is unacceptable due to their negligence in transporting the blood tubes late causing it to coagulate.  

  Business Response

  Date: 10/31/2023

  As I said in my first response to this complaint, I cannot respond to this complaint until the patient signs a HIPAA release form.

  Customer Answer

  Date: 10/31/2023

  The response received from **************** is requesting a hippa form. The form was not provided to my email. Please send HIPPA authorization form to the following email so that I can sign and send. 
  *************************

   

  Customer Answer

  Date: 10/31/2023

  I am rejecting this response because:   
  I need a hippa form so that I can complete and send. 

  Customer Answer

  Date: 11/04/2023

  I still have not heard a response from Total Med Spa for my refund. I have requested for a HIPPA form so that the facility manager can respond to my complaint. Ignoring the complaint is not going to resolve the issue from your facility. 
  

   

  Customer Answer

  Date: 11/14/2023

  Care credits refund on my account  is pending due to not receiving services. There was a 5 day grace ****** for the facility to respond and they refused to respond until now. 
  

  I will still complete the hippa form and send it back. 

  Business Response

  Date: 11/16/2023

  ********************* continues to state "that my blood work by was messed up and tubes were mishandled" in her complaint three times. The tubes were never mishandled. The blood in one of the tubes simply coagulated while at ******** (the world's largest lab testing company). This happens occasionally with blood work.

  We asked ***** to come back for a free lab draw so that we could complete the blood work. ***** refused to come back to have the additional tube drawn at no charge. We told ***** that there was a $150. charge for the tubes that ******** did test and that if she wanted a refund, the $150 charge would be deducted from the amount that she paid.

  ***** requested a full refund from Care Credit where she financed this procedure.

  We are willing to refund to ***** the amount that she paid minus the $150 that was incurred with the lab work that was already done

  Please let me know if you have any additional questions.

  Thank you

  ******

   

   

  Customer Answer

  Date: 11/16/2023

  I am rejecting this response because:   
  Poor service in handling my blood tubes. It is Total Med Spas responsibility to provide quality care to their patients when it comes to blood being drawn and not delay the transportation in delivering the blood. Since the blood tubes were mishandled and Total Med Spa was willing to draw blood for the same cost, the $150 should not be deducted. I am requesting a full refund of the total cost $434 to my care credit account.  I am dismayed at how unprofessional the manager responds instead of working with the patient and providing excellent customer service skills. 

  Business Response

  Date: 11/16/2023

  The labs are non-refundable, we have already paid ******** for the tubes that were tested.

  Customer Answer

  Date: 11/16/2023

  I am rejecting this response because:   
  Total Med Spa was careless in their handling my blood work. Again I am requesting for a full refund of $434 due to their negligence in the delay and requesting more blood work to be drawn. 

  Customer Answer

  Date: 12/04/2023

  Total Med Spa still owes $150.00 to Care Credit. They are negligent in their operation when they take blood work to their lab. I expect for a full refund not semi refund. 

  Customer Answer

  Date: 12/06/2023

  Hello,
  
  Total Med Spa still owes $150 from the complaint. I have not heard back from them regarding refunding the full refund. It was negligent from their part in not providing full service since they mishandled my bloodwork.
  
  Do I open a separate case since this issue has not been resolved?
  
  
  Thank you for your help and support.
  
  Kind regards,
  
  *********************
  ************

• Initial Complaint

  Date:07/10/2023

  Type:Customer Service 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.

  Hi,I had an appointment for Botox at noon today, July 10th, 2023. I had 20 CC of Botox injected into my forehead and also 20 CC's around my eyes. My technician was *************************. During the process, she injected my forehead, then took the remaining Botox in the needle and syringe she had just injected me with, and put it back in the vial. Then she threw away the syringe, used another syringe, and **** from the same vial for my eyes. I asked the front desk how much Botox is in a vial, and I was told ***************************************************************************** my forehead, the leftover Botox from my forehead (I was bleeding) was put back in a vial that is potentially shared with other patients. This means that I was exposed to diseases such as HIV/Hepatitis etc. I would like some assurance that this vial was not used before me with other patients, and I would like testing for diseases like HIV and hepatitis.

  Customer Answer

  Date: 07/10/2023

  This incident happened at the ***** location of Total Med Solutions. 6101 **********, #*** *****, ** ***** phone: ************

  Customer Answer

  Date: 07/10/2023

  Date of this service was July 10th, 2023. Service was 20 CCs of Botox in Forehead and 20 CCs of Botox in eye region. Technician who did the service was: *************************. Total Med Solutions at ****************************************************** Phone: ************

   

  Customer Answer

  Date: 07/10/2023

  Correction on the "CCs" I had 20 Units of botox in the forehead and 20 units near the eyes rather than "CCs". Thanks!

  Business Response

  Date: 07/10/2023

  Hello

  ****** has Contacted ******** to explain that there were (2) 20 unit syringes of Botox. ****** injected the first 20 unit syringe of Botox in ********** forehead and when ****** went to inject the second new syringe of Botox, ****** saw that the needle was bent, so she took the new, unused syringe and replaced the Botox so that she could draw up 20 units of Botox in a new unbent syringe. The Vile was empty at that point and disposed of in the sharps container.

  ****** is reaching back out to ******** to get her in to the clinic tomorrow so that we can run HIV and hepatitis testing for her.

  We apologize for this misunderstanding. 
  
  

  Customer Answer

  Date: 07/10/2023

  I have reviewed the business response and accept this resolution. Testing will need to be done 3 months from now as HIV and Hep C antibodies do not always show up before then. Can the trip to the ********* scheduled for 90 days from now? Thanks!