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:09/13/2024

  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.

  I purchased Service back in 2019 2020 to have Laser lip surgery. This was around ***** just populated I believe and they close down there facilities in ****** *****. The only facility that they have currently is in Houston *****. I have paid my deposit and waited years for them to return to ****** after multiple attempts of them telling me that they will return each year. I have patiently waited and waited, and at this point, I dont requested a refund on several occasions and to speak with a manager each time I asked to speak to a manager regarding a refund. They are either out of the office on the phone in a meeting is some type of excuse, could you please help me to get the money I paid for which was a **** payment to start services Three years is being patient enough for them to get it together. I shouldnt have to drive four hours to Houston ***** to get treatment when I purchase treatment in ************. It is not the customers fault that they decided not to reopen up their offices in ******, *****, and they expect the customer to drive for hours for gas Food and my time when was literally ********************************************************************************************* client money

  Business Response

  Date: 09/13/2024

  Hi Ms ********* came into out facility on Dec 5th 2020. She made a $300 deposit towards a plan for 30 sessions. We made a followup call to Ms ********* on Dec 21st 2020 to inquire when she would come in to start treatment and pay her balance. Our team made another followup call on Jan 8th 2021 and client was offered to downgrade to a smaller plan due to financial issues and the deposit she paid would go towards to new plan to make it more affordable for her and she agreed to 9 sessions instead of the ***************************************** March 2021. Our staff reached out to Ms ********* again on August 2nd 2021 to inquire when she would be coming in to start treatments she stated she has covid and stated she would call to schedule treatments once she recovered. Our team called client April 25th 2022 and she stated that she might start paying on sessions next month, she is currently paying for fertility treatments and doesn't have the money at the moment. Our team called Ms ********* on August 30th 2022 and left a message inquiring again on treatments and balance of $700 payment. Our team spoke with Ms ********* again on Aug 7th 2023 however no treatments were scheduled by client. Ms ********* called today September 13th 2024 after submitting this complaint and was extremely rude and disrespectful and we could not complete the call. She stated she recorded the phone call which would definitely be helpful. We do not issue refunds on deposits and client was aware of the refund policy prior to initial consultation. 

  Customer Answer

  Date: 09/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.] I was told there is no time frame 

  The provider that I spoke with was very rude to me. She telling me that I should be able to travel to Houston telling me that basically shes just telling me that if I didnt have the full amount to pay for service, I shouldnt have done it but as I explained to her is, I contacted them on several occasions as they did contact me. I am not denying it. They also told me that there is no certain time frame, as far as me getting the treatment, there is no set date. I can come whenever I want and still use that deposit I put down but being by they close their offices in ******, ***** and theyre only based out of Houston. I explained to her that I have no means of funds to travel to a whole Nother city and spend money to get an eight week session. I cant takeoff work for that , so thats not gonna be on me. I did contact them back and they also told me that I can schedule whenever I want to again there is no set time frame Miss *********. I was also told each year I contacted them that they were going to open up the ****** area , but that still havent been the case they want who purchased the product or services to travel to Houston nobody at this time right now being that we are a recession have funds to travel and takeoff work for eight weeks who is going to continue to pay my bills that I spoke with, was very rude to me. She would not let me speak. She basically stereotype me as far as my race go my ethnicity she tried to degrade me. She also tried to put my character down. Of course, I was upset by the middle of the call because that lady was basically trying to tell me its not her fault that I cant travel or I dont have the funds to travel, she basically contradicting her whole story of what actually transpire 

  
  Regards,
  
  
   

  
  

• Initial Complaint

  Date:07/03/2024

  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 2023, I purchased service for a total of $1000. I received approximately 3 treatments and to discontinue due to a family illness. Currently, I would like to receive my services, but the Dallas location has been closed. The Houston office plans to keep my money and have not provide services. Basically, they have pocketed my money and I have received nothing in return.
  Managment has not came up with any solutions at all. I want my services or my money back.

  Business Response

  Date: 08/13/2024

  Ms ***** purchased 6 treatments and received 3 free as a promotion on Feb. 25th 2023 giving her a total of 9 treatments. Her treatments were scheduled to start Feb. 25th 2023, which are done 3 times a week for completion within 3 weeks. Ms ***** completed 1 treatment Feb 25th 2023, she missed or cancelled scheduled treatments on Feb. 27th 2023,  Mar. 2nd 2023, March 4th 2023, Mar. 7th 2023, & Mar. 9th 2023. She completed a treatment on Mar 11th 2023. Ms ***** then missed or canceled appts for Mar. 14th 2023, Mar. 16th 2023. Ms ***** called June 16th 2023 to ask if she could get a treatment at our San Antonio Tx location since she was in San Antonio at the time. She did get that treatment there in San Antonio Tx for a total of 3 completed treatments. There was no more communication with or from Ms ***** until June 26th 2024. Ms ***** called to inquire about her account and was explained that the Dallas location was no longer available. She was told that she still had the opportunity to complete missed or canceled appts but she would need to get treatments in the Houston corporate location. Client still has access to complete treatments. A refund is not justified due to the lack of consistency and commitment. 

• Initial Complaint

  Date:04/06/2024

  Type:Customer Service 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.

  INNOVATIVE LASERS *************************************************************************************; i recieved a Text Message from them along with all current and former customers offering me a "Summer **** Sale which was 6 full sessions for just $1,000. Plus receive 3 extra sessions for free. I called and emailed them to book the sessions starting on 4/8/24. I received an email confirming my booking the sessions and rate. On 4/5/24 I got an email canceling the booking. I called and was told they canceled the booking for 9 sessions and now was only going to give me 6 sessions.for $1,000. This is wire fraud and is clearly BAIT and Switch Advertising which is agaisnt Houston &Texas law. I have the email, recordings of them telling me I would only get 6 sessions and not the 9 advertised. When I checked my records I had previously paid for 9 sessions and they only gave me 8. They now have sent me an email and said they would give me 8 session for $1000 because they realized they owed me one. *8 is still one less than the advertised rate. This is BAIT & SWITCH CLEARLY THIS COMPANY IS BREAKING HOUSTON AND TEXAS LAW BY DOING THIS TO THE PUBLIC AND NEEDS TO BE STOPPED.

  Business Response

  Date: 04/06/2024

  Hi ****, you are a previous client twice. You received a special offer for $1000 plus 3 Free. You have not paid for the special pricing as of now. You wanted to schedule for Monday April 8th 2024. Someone booked 2 appointments for the same day and time by mistake. We canceled one of those appointments bcuz of course you only need one correct? You then recieved notification from our booking system stating that your appointment was canceled. You called in to the clinic and was told by one of our techs that she didn't know why it was canceled and she made an assumption that it was due to the special pricing and you being an existing client. She also asked you to call back today to get clarity. You then sent an email making false accusations. I responded to your email explaining the same details I just described above. I also told you that you would still get the special offer for 9 treatments and you needed to call in to pay for it. I explained that our laser tech gave you an extra treatment by mistake during your last set of treatments. You received 10 treatments and should have been only 9. I explained that due to this we would honor the special for 9 treatments but give you 8 treatments to satisfy the error made previously.(I later discovered that was an error due to one date of results was entered twice) Needless to say you didn't make payment on the special offer. And sent several emails of confusion instead. I tried calling you this morning to verbally help you get an understanding. Your husband answered the phone, I asked to speak to you but he didn't get you on phone and instead kept saying that we canceled your appt and how you got emails stating and hung up in my face. And now you've chosen to come here to this platform this afternoon to state the same false allegations. **** has not done anything illegal, immoral, unethical, fraudulent or dishonest. For some reason you both refuse to hear me or understand what I've explained.  I've attached the emails, along with all related notes from your digital file from our booking system which are dated in real time for your review.

• Initial Complaint

  Date:03/23/2024

  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.

  I bought a package in July 2022 in ***********. In that summer I got my treatments for most the summer then I did some more in the Fall of 2022. I started teaching full time at a high school in the Spring of 2023 and wasn't able to get there as often. The San Antonio office called and asked me if I wanted my remaining treatments and I said yes, absolutely. During Spring Break and the summer of 2023 I tried repeatedly to get into the San Antonio office but no one answered or returned calls. I called the Houston number that is on the website and I was told that the San Antonio office was remodeling and they would call me when they reopened. So I waitied a little while then started calling again. Still no answers. One phone number is no longer in service and the other belongs to someone else now. I called the Houston office more times and each time I was told I would get a call back. I called again 2 weeks ago from today and finally they told me ALL their stores had closed except Houston. I live in the *********** area. It makes zero sense for me to drive to Houston to get treatments. Especially when I told San Antonio office I still wanted them and was NEVER told they were closing and had a time limit. It is ludicrous for this company to think it is ok to make a customer drive 6+ hours there and back for treatments that are supposed to be in ***********. The fact that this company did not notify me of the closure in *********** and gave me the run around never calling me back speaks volumes on what kind of a horrible, shady business they are. It is obvious they don't care about their customers. They offer free treatments for leaving positive reviews. They claim the lasers help lose weight but they put you on a diet which is why you lose weight. They also push their supplements. Since I never got all my treatments I don't see the results from the lasers. But again, they put you on a diet so of course you will lose weight. I cannot believe they think this is ok.

  Business Response

  Date: 04/02/2024

  While we do have a refund policy in place, which Ms ******* was aware of Ms ******* purchased a package of 30 treatments based on her weight loss goals on July 2022.
  Treatments are 3 times a week for 8 weeks. Ms ******* started treatments on August 10th 2022 and was consistent up until August 25th. She missed/cancelled treatments August 27th, 29th, 30th, September 1st, 3rd, 6th, 8th and 10th 2022. She resumed treatment September 13th 2022 and was on tract up until Sept 30th. Ms ******* missed/cancelled September 21st, 23rd and resumed again on September 27th 2022. Ms ******* missed/cancelled treatments on September 29th. She resumed treatment on Sept 30th 2022. She missed/cancelled treatments October 1st, 4th, 6th, 8th, 11th, and 13th 2022. She resumed treatments Oct 14th 2022 - Oct 20th 2022. Our team sent an email to Ms ******* on Nov 1st ********************************************************************************************************************************* ******* resumed treatments Nov 4th 2022, then she fell off schedule again and missed/cancelled November 7th, 9th.11th, 14th, & 16th 2022. She again resumed treatments Nov 17th 2022. Ms ******* did not return for treatments after Nov. 17th 2022. She had at this point completed 17 treatments. Our team called Ms ******* on March 3rd ************************************ completing the 13 treatments she had remaining. She stated she would call back when she was able to make time to complete treatments. We received a call from Ms ******* on January 9th 2024. Our team explained to Ms ******* that unfortunately due to several hard decisions made by management the *********** location was no longer open for business as of September 2023. Our team went above and beyond to get Ms ******* to complete treatments to reach her goals. At this point after several attempts by our team, we feel that Ms ******* lacked the commitment required to complete treatments. Ms ******* still has access to treatments and it would just require her to complete treatments at the Houston location. No refund is allowed. I have also attached the documented notes with time stamp and dated for your review.

  Customer Answer

  Date: 04/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my situation. 

  Driving to Houston is not a true option. The scenario this company is spinning is not accurate.  I asked specifically about time limits or I would have never done it. Those were recommended schedules.  I was ALWAYS allowed to make my own appointments and come when I could.  They even recommended to wait AT LEAST a day between sessions to give time for fat to exit your body.  So that time limit stuff is a lie. I never made or canceled all those appointments nor did San Antonio make them for me.

  The only reason I was seeking a refund is due to the *********** office being closed. I was NEVER notified it was closing. My last sessions were in Nov and in Jan/Feb *********** office called to ask if I wanted my remaining sessions. I told them yes, absolutely and explained I was teaching so harder to come during week. I was told no problem and would make a note that I wanted them still. I called in Mar 2023 during Spring break to try to book some appointments but couldn't get anyone to answer or return messages. I tried for over a year to get in but never got my calls returned. When I called the Houston number I was told different things. First I was told the San Antonio office was remodeling and they would contact me when reopened. But I kept calling and calling. When I still couldn't get through I called Houston again. This time it was someone will get back to you but no one ever did. For a year I got the run around. I found out in March 2024 the *********** office closed down. When I asked how I was going to get my treatments and she said come to Houston, I said that wasn't reasonable. So I asked about a refund for the treatments I did not get and she said she would check and someone would call me back. But again, no one did. I had to call back to find out they were not going to do the right thing and think ok to make me drive over 6 hours to Houston and back.  They claimed I bought an 8 week package and when I tried to explain that I didn't,  they got argumentative so I hung up and filed complaint.

  Bottom line, I did NOT buy an 8 week package. I bought 30 sessions. It was sold to me as a number of sessions, not number of weeks. So if the salesperson misspoke, that is still this company's responsibility. That is how it was marketed and sold to me. The 8 weeks was a recommendation for best results but like I said, I specifically asked and was told time was not an issue. I paid for a service that I did NOT receive. Had the San Antonio office returned my calls, I could have got my remaining sessions. Had the business not given me the run around and lie about things I could have gotten my treatments. 

  I bought 30 sessions (not 8 weeks).  I used 17 of the 30. The Houston office keeps changing how many I have.  One time I was told  told 12 remaining then 9.  All they do is lie to try to cover up their mistake. Instead of taking responsibility they try to get out of it by blaming customer. 

  I SHOULD have been notified that *********** was closing.  I SHOULD have been given the opportunity to get the rest of my treatments in ***********. Instead, I was lied to and ignored.  

  It was a year of calling and getting run around before I was told that San Antonio closed in September?  I could have gotten the rest of my treatments that summer when school was out had this business returned my calls and not lied to me.  

  I also found out that ALL the other locations closed. That says a lot about this business.  There is now only one location left, but with their business practices and lies, I cannot say I am surprised. They probably don't have the money to do the right thing and give me a refund. So hopefully this complaint will warn off other customers and save them the stress and disrespect I am having to deal with. 

  Please know, this company puts you on a VERY strict diet so of course you are going to lose weight. They also push their supplements and offer free treatments for positive reviews. Had I known that before I signed up I may not have done it. But we found out afterwards which made me doubt if the reviews are legit. But I was hopeful.  I can tell you that the strict diet is no alcohol, no dairy, no cheese, straight water (can't even add lemon to it), lean meats like fish and chicken, healthy veggies, etc.  So like I said, you will lose weight because you are dieting. Do the lasers work?  Who knows. I do know that you lose weight when put on strict diet like they make you do.

   So, buyers beware. Don't say I didn't warn you. And if you choose to buy a package, you can see that if you don't do it in the time they recommend, you will not be refunded. If they too close like ALL their other locations,  you will not get a refund. I recommend you just go on diet and save your money because the lasers are not cheap. My package of 30 sessions was about $5000.  I 2as looking to get about $2000 back as a refund since I am still owed 13 sessions, but that is too much for this company. So proceed with caution if you still choose to buy a service from this company. I have done my part to warn other consumers about MY nightmare of an experience.

  
  Regards,
  
  
  

  
  

  Business Response

  Date: 04/26/2024

  Dear Ms. ***************** you for providing further details about your experience. We understand your frustration and want to address your concerns as thoroughly as possible.
  We regret any inconvenience caused by the closure of the *********** office and the challenges you encountered in scheduling your remaining sessions. We mention the number of weeks in our response to illustrate that there was sufficient time between when the sessions were purchased, and when the *********** location closed for the sessions to have been completed as anticipated. As you mentioned, our refund policy was clearly communicated at the time of purchase, and it's regrettable that we weren't able to fulfill all your sessions before the closure. Despite our efforts to accommodate your scheduling needs, we unfortunately did not receive consistent communication from you to complete the remaining sessions.
  We acknowledge the difficulty of the decision to close the San Antonio office, and we share in your disappointment. We value your feedback and would like to discuss possible solutions further. Please feel free to contact us directly to explore options moving forward.

  Customer Answer

  Date: 05/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. 

  They did not keep me posted or answer my phone calls. Yes, had they returned my messages and attempts to get me sessions, I would have gotten them in. However, they did NOT return my calls or communicate with me. They are just trying to get out of their responsibilities. They FAILED to return my calls so I could get my sessions. I was ignored *** given the run around until it was too late. They FAILED to notify me of the business closure and despite multiple calls and attempts to get appointments,  I was continually ignored. This will NEVER be resolved as I won't be going to Houston since that is ridiculous and not a true option. And they obviously won't take any responsibility to give me a partial refund for the sessions I didn't get due to THEIR lack of communication.   Bottom line, I paid for a service and did not receive it. I tried for over a year to get appointments but was ignored. That is on the company. It is their lack of communication and response that I was unable to make appointments and get all the sessions I already paid for. 

  
  Regards,
  
  ****** Conaway 
   

  
  

  Business Response

  Date: 05/19/2024

  We regret to hear that you remain dissatisfied with the proposed resolution. Our goal is always to provide exceptional service and address any concerns our clients may have.
  We understand that you feel we did not adequately communicate regarding your sessions. However, our records show multiple attempts to reach out and schedule your remaining sessions prior to March 2023. The 30 sessions purchased could have reasonably been completed within the timeframe between your purchase date in mid-2022 and our *********** location closure in mid-2023, as we usually recommend that clients complete 3 sessions per week.

  It is our policy, which you acknowledged and signed, that no refunds are issued for unused sessions. This policy is in place to ensure fairness and consistency of expectations for all clients. We genuinely apologize if you felt ignored or that our communication was insufficient. We strive to improve our processes and take customer feedback seriously. As mentioned, given the circumstances and our business policies, we again cannot offer a refund for the unused sessions.

  We hope this clarifies our position and resolves the matter. We appreciate your understanding.