Bella Pella, PLLC

In August, I went to Bella-Pella to recieve Botox and dermal filler administration and [redacted], owner of business and is the only medical personnel present at the business, she administered $500.00 in botox and 1 full syringe of dermal filler and a small amount out of a second syringe and there was between 22 to 26 units left which she charged me 1300.0 for and told me she would administer this portion on another appt. and she made me pay her for it up front that day. In fact, I was made to pay while I was still in the private room laying back on the massage chair she had me in. so, It was strange but I was fairly new and didn't really know her that well, so I just looked over it and left afterwards. Well, by the next 4 to 7 days, I noticed my eye lids were drooping really bad and I was having problems focusing and dry eyes and my forehead on the right side was still full of wrinkles and the other side I could not even move brow or anything. I look horrible, so I called back to her office and made another appt to be seen about this problem. my appt. was made for 2-3 weeks out. My problems never subsided and so I go to the appt. and she attempted to put more botox and is only a RN and never asked me or attempted to have a Doctor anyone 2 see me. I don't think she has dr there and I don't think it is legal. So today when I went in I explained to her that I just wasn't comfortable with her injecting me with the filler service I have already paid for and I explained that I would really like my money back for because I hav not received treatmn. she asked what about the botox problem and I said, well, I would love to have my money back for that also so I can go to the cosmetic Dr. and hopefully fix these problems here. she became very loud/ugly told me to get out. she went parkinglot called her husband then came over 2 me & skwirted a plain unlabeled syringe of ?? in a cup and said here filler is,"I'm not giving you any money.I have been so taken advantage of. Nothing telling customers anythin.Product_Or_Service: Juvaderm Ultra Plus Filler TreatmentOrder_Number: noneAccount_Number: [redacted]Desired Settlementrefund for the $220.00 worth of dermal filler administration that I paid ahead in August for and have not received. Salon owner ([redacted]) brought someething in a clear unmarked and unlabeled syringe outside in the business parking lot and sqirtted it into a small cup and said here is your service and told me she wasn't going to give me any money back and she still never offered me the opportunity to be seen by a cosmetic doctor this busness is legally supposed to have available on staff.Business Response Contact Name and Title: [redacted]Contact Phone: [redacted]Contact Email: i[redacted]We are sorry to hear that the client was unhappy with the services provided. The client was first treated at our spa in December of 2014. She received medical spa services at that time without complaint. During her initial visit the client was examined and medically cleared by a licensed Medical provider before services were rendered. A thorough review of her medical history was performed and a record is available upon request. She returned 8/20/15 for additional services, during which her expectations were reviewed and services rendered. During her follow up visit 9/4/15, she was concerned regarding wrinkles addressed in previous treatment areas. We apologized for her unhappiness and provided additional Botox therapy at no additional charge. Of note, there were no complaints of pytosis or concentration issues expressed. Again a SOAP note is available upon request. She returned 10/22/15, with concerns that all of her wrinkles were not gone. She questioned the product and the professionalism and technique of the provider. We encouraged her to write a letter in regards to the product and we would attempt to get her a refund from the manufacturer of the product. At that point she became belligerent, verbally abusive, and demanding. Due to the spa setting we requested the client calm down. We attempted to address her concerns and even offered her an appointment to discuss the matters with the medical director which she refused. Per her demands we provided her with her remaining dermal filler in a sterile medical cup. We felt we did our best to meet her demands and our offer for refund from the manufacturer still stands.Consumer Response Mrs.[redacted] is not being honest with her response or her documentation. At no time during ANY appointment or conversation with her have I been anything other than professional and respectable, however, I cannot say the same for her behavior during my last visit; the day I had the problems with her. She behaved irrational, irreresponsible and obviously accepts no accountability for her treatments, innapropriate actions and responses to my asking to see the physician that supervises her cosmetic procedures. In the reply she has given, she only speaks about the Botox which caused the problems with my eyes which was administered on a previous visit. The refund I am requesting is for the dermal filler administration that I have not received. I prepaid her for this in August and was scheduled to receive October 22nd by her. I explained to her that I was uncomfortable allowing her to administer this product into my face considering the problems I was already experiencing due to her previous Botox administration on me. I asked her if there was someone else like her physician supervisor that could perform this treatment instead. Immediately, She became very loud, ugly and began running in and out of the building on the phone. I was left waiting seated in the hair salon reception area. I couldn't understand what was going on with this her. I have never seen anyone act as poorly as Mrs.[redacted] that day. As a nurse this should not have happened. Once she got off of the phone, I walked outside where she was and asked her again wasn't there anyone else to provide this service to me and she was so angry and out of hand, I said to her that if there is no one else there, then I don't know what else to do but ask for a refund. This set her off again and she ran back into to the building and brought a cup out to me and told me this was my product that I paid for. I have no idea what it was. Now, this is why I notified BBC/ because I paid her for a service that I have not recieved, she did not provide the service nor did she have anyone qualified there to provide the service, nor can this product be sold as product only. It may only be purchased as a service where it is professionally administered by licensed medical professionals. therefore, I expect my money back. It was over $250.00. It was 26 units @ $11.00 per unit administered that I prepaid for. It is not my fault that she had no other medical personell there and I due my money back or the administration of my paid service by a cosmetic physician that should be her supervising body for this spa in NC. I did not appreciate the way I was treated and yelled at and taken advantage of and it makes me wonder how many other women may have had this problem with her. Final Business Response We at Bella Pella are very sorry our client was unhappy in regards to her services provided. We are also concerned with claims made by Ms.[redacted]. In her first complaint, she stated she was never evaluated by a medical provider, which we have documented proof this is false. In her current complaint, she states her services were not provided by licensed medical professional, which is also false. Our nurse injector is licensed and a certified as a nurse injector, with over 9 years of cosmetic experience and 22 years experience as a registered nurse.Once we received the complaint, we performed a formal review for the services provided. We have provided the client with services at no charge in an attempt to address her concerns. In addition, we provided the client with her filler for which she had already paid for. We conducted a review of her medical record, interviewed our nurse injector and front desk staff in regards to claims "of unprofessionalism". We even reviewed our security tapes in an attempt to verify the said claims. We feel we have gone out of our way in attempting to meet our client's needs. We provided free service, product, and provided her the remainder of her unutilized dermal filler. We take pride in our medical services and take any complaint very seriously. We have offered Ms.[redacted] the opportunity to provide us with a formal complaint we could provide to [redacted], in an attempt to get her a refund, which she refused.