Sona MedSpa

The patient contacted us on March advising she did not want to move forward with services that were originally agreed to And we provided a full refund on March 19, business days later We take great exception to the mischaracterization provided in this complaint

thanks for the infoi will investigate and get back on this in a few daysyour letter says you had made several attempts on this beforethis is first I have seen itcan you tell me how the other attempts were made? thanks
Revdex.com
MESSAGE FROM BUSINESS:
thanks for the infoi will investigate and get back on this in a few daysRevdex.com
MESSAGE:Cool sculpting is treatments to help you lose excess fat by freezing it, and according to the seller, you will never get the fat back to those areas.This is also in their scriptures.Well in my case, THE FAT have come back to the areas treated DOUBLE THAN I ever had it before.According to them, I was supposed to get measurements which I never get.I was supposed to be seen by a doctor which I never did and nobody up to this date had followed up.I decided to not finished the treatments bc the place where I get them it did not have a private bathroom,you have to go to the lobby and use a public bathroom, needless to say, that my privacy was invaded.Also, during the treatments were you are naked only with a little cover a lady keeps coming in and out consistently.It seems the room where they provide the treatments it was also their stock room.Translate I really would like a full refund since I did not get any promised results instead it aggravated the problem where I have and continue to spend more money to correct the adverse effects of the treatments provided by them

The patient contacted us on March 15 advising she did not want to move forward with services that were originally agreed to.  And we provided a full refund on March 19, 2 business days later.  We take great exception to the mischaracterization provided in this complaint.

Did not work for me

Review: I went to this location for a coolsculpting consultation, and met with Taylor K[redacted] to receive the quote. She gave us a quote after the consultation with specials, coupons, etc. The quote involved 8 small cycles with discounts which came to $3,250. An additional chin procedure was quoted for $750. This totals $4,000 and we were offered a $100 discount coupon for paying in full to total $3,900. We made our commitments for the mentioned procedures and QUOTED cost and paid the QUOTED money in full for the processes. Afterwards, Taylor contacted us because she had apparently made a mistake in the quote and didn't calculate 2 cycles though they were clearly accounted for in the quote. The mistake was apparently a $1,600 error in which she offered another "discount" to bring the cost down total cost to $5,000 on the same quoted procedures. I complained that this is excessively more money than the quote and not my fault. They needed to honor their quote or refund the money we had already paid in full. Taylor called back and said that bottom they can offer is $500 a cycle and bring the price to $4,500. This is still $600 than the quote for the SAME SERVICE QUOTED. This is a dirty practice and extremely poor service to not honor their quote and "mistake." They said they will not "lose" money on their mistake. This isn't the customer's fault nor problem. There is no point in setting up an appointment and taking the time to get a consultation and WRITTEN quote that the facility will not honor.Desired Settlement: The outcome to resolve this matter should be that Sona Med Spa delivers the services at the price that they quoted on paper. That would be 8 small cycles and 1 mini for $3,900 as quoted. No more additional procedures should be added at additional cost nor additional costs at all. We should have the right to request service at this price at this site in Midlothian or potentially at the Glen Allen site IF WE CHOOSE TO should we not feel comfortable with the staff at the Midlothian site after this ordeal.

Business

Response:

As this Client is fully aware, a simple mistake was made in calculating the cost associated with this procedure. Apologies were proactively provided and an offer of a full refund was immediately made. The Client continued to push to the point that some modest additional cost savings were taken into consideration and new pricing was provided, in essence doing the procedure at cost. This was also deemed not acceptable by the Client, thus we have facilitated a full refund for the Client.Our employee simply made a mistake in the calculation of the cost of the procedure and she proactively contacted the Client to let them know of the mistake prior to any the procedure being started. The Client was offered a full refund based on our mistake but has rather tried to bully and manipulate the staff into doing something that we cannot do. The mistake was discovered prior to the procedure being started, a fully apology was provided, and an immediate offer for a full refund was made. This was a rare and honest mistake and, again, we proactively contacted the Client as soon as it was discovered. Given the excessive phone calls made to the staff yesterday, and the intimidation experienced, we ask that the Client cease any further contact with the staff. The refund is being facilitated and we consider the matter closed.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This is not an acceptable resolution as no real attempt has been made to resolve the before mentioned breach of contract. I have attached the written quote created by Taylor K[redacted] with no expiration date mentioned and a clearly written description of 8 small cycles for Jennifer listed as $3,250 in which we accepted and the chin procedure for $750 in the bottom left which we also accepted. You can also see the "$100 coupon" in the bottom right. Simple math would total this offer at $3,250 + $750 - $100 = $3,900 as stated on the attached document. This is not a simple mistake as this is a written offer of service in which payment was processed at the amount of $3,900 in confirmation and acceptance of contract. Mistakes are not the fault of the consumer and written offers should be honored as written by the representative of Sona Medspa who made the offer as it was stated. Adding expenses to an already made agreement for the exact same procedures is a dirty practice that demonstrates the integrity of the organization coupled with the fact that the organization will not honor their own consultation offer.The only proper resolution that is acceptable would be for Sona Medspa to honor the quoted prices provided in the attachment. Also, in response to the claim of intimidation, there has been no such factor in my conversation with any representative of the company. I was perfectly professional to the two representatives that I spoke too and provided honest information about my consequential actions to Stephanie B[redacted], the regional director [redacted] of this facility in which I would provide honest feedback on review sites for their operation at this location and file a complaint with the Revdex.com as I have done. The matter is not considered close and I will continue to pursue my satisfaction to this claim, namely honoring their written agreement, as I deemed necessary. This will include calls to their corporate office as Stephanie is apparently incapable of honoring agreements made by a facility in her region. I can also include email correspondence from Taylor K[redacted] on acceptance of the procedure and cost as it was written and the credit card transaction if needed as evidence of this contract breach.

Regards,

Why is this place still open? Taking people's money and getting nothing out of it.it looked like it was working and I was told it would NOT come back well IT DID they took a lot of money and gave nothing it is a rip off thank you disappointed

Review: I went to Sona Medspa on April 25th 2014 for a consultation concerning skin care. I spoke with [redacted] reguarding skin care for myself. Advised her that I needed some help because I was inexperienced with the Skin Care Procedures. I advised her I had a chemical Peel about a month ago, and that was my first procedure. She was really nice and helpful. She made many suggestions. The only thing I wasn't aware of was what she was doing. She was actually setting me up for treatments to where I couldnt get out of them, nor ever receive a refund. I told her that I had just purchased a new home and didn't want to overextend myself. I wondered why she wanted me to pay very little down, and stretch my payments out to make monthly payments in increments for the services. I advised her again that I'd rather pay for the services up front while I had the money because of the new house purchase. She encouraged me to finance a Spa Package through a finance company. I told her I didn't want or need anything else on my credit report. She was pretty insistent about this, but I wouldn't waver, so she took a payment that day for $1155.00 (April 25th 2014). She kept telling me that making payments each month would afford me a greater discount and she would make sure that she would give me great "PACKAGES'' as well.... I later found out that the "PACKAGE'' deal was where her company would make their money. I found out when I was refused a refund of ANY AND ALL of my money that if you ( the customer) paid for a "PACKAGE'', non of your money could possibly be refunded because once you began treatment of any kind, that was the start of your ''PACKAGE'' deal, and NO MONIES WERE TO BE REFUNDED. This is funny because I remember calling Sona Medspa and explaining to [redacted] way over a month ago, that I had made a misjudged my finances, and my new house purchase had to take priority. [redacted] quickly said... "Oh no, let's get you in here for a treatment". During this time period, I had not received any type of treatment because I'm Military and I'm in the field alot, and out of town quite a bit for duty. I explained to [redacted] that I may would have to try this another time, at a better time, however right now wasn't going to work. She advised me that she had not charged me for any cancellations, and again, encouraged me to get in their office for a treatment because the "PACKAGE'' deal she had given me was too good of an offer to miss out on. At this time I was out of $1,155. I finally relented and forced myself in one evening in mid June for a VI-Chemical Peel. Imediately after that treatment, atleast 3 to 5 days afterwards, I called back to Sona Medspa, and spoke to the receptionist, I advised her that I tried to make this work, however my house had to take priority, and I couldn't keep ignoring it. I made this phone call because I couldn't keep ignoring it, and I also found out that I had to make 2 back to back mortgage payments due to a company finance error of who I was to pay and when. Thirdly I definitely knew it was time to put my foot down because the service I had was nothing like the Chemical Peel I had a month ago. This was the exact same treatment, however I wasnt given any samples or any product to help me heal over the next few days to 7 days. I asked the technician before I left, was she going to give me any product to aide the treatment that I had just received, she said that wasn't how Sona Medspa did business. She told me if I wanted after treatment products, I had to purchase them from the SPA. I thought this was ODD because the very same chemical Peel I had over a month ago, came with instructions for (after treatment) along with small samples of product that was mandatory for me to use for the next 7 days. I was advised the first time I had the Chemical Peel done that If I needed more product, I could then come back and purchase product as needed. The only thing I received from Sona Medspa, was a very small 5X7 sheet of paper advsing me to use certain skin care products within the next 7 days for maintanence. I was also encouraged the first initial day that I paid for my skin care, too purchase this (lightning cream/bleaching cream. It cost $100. I have yet to notice any type of lightning in my skin. My skin has actually darkened. I purchased a product from [redacted] for lightning that cost $6.00, that has shown lightning results in 2 weeks minimum. When I explained to the receptionist that I wanted to discontinue treatment and requested a refund, she told me that she would tell [redacted] to call me, that's all she could do. I had to call [redacted] back because I never received a returned phone call. When I spoke to [redacted] again, and explained that this just wasn't the best time to do this period, she quickly told me that once I started treatment of any kind in a "PACKAGE'' deal, I could not receive a refund past 14 days of my treatment. This truly angered me, because if this were the case, I informed her during the inital call that I couldnt afford the treatment, and she kept encouraging me to get in the SPA and get treatment because this was a truly discounted ''PACKAGE'', and I would save more money and benefit from the deal. She NEVER once said that I had to stick with the ''PACKAGE'' after 14 days had expired since inital treatment. I now understand what she did and how she got me. She wasnt very upfront and honest. If she was, she could have told me that she had completely no intention of giving me a refund to begin with. She kept telling me during our phone call, to look through the paper work that she gave me to SIGN. I looked through this paperwork, and I noticed that my initials were copied and pasted in certain areas, and my actual printed name was not printed and written by myself, but someone else. The handwriting doesnt match, and also the amounts that she wrote down that would be coming out of my bank account, had to have been done at the very end of our meeting, because that page that includes my signature on it, my signature abnormally starts kind of almost in the middle of the actual signature line itself. When you are told to put your intials by the agreement clauses, it is hardly ever explained too you as a customer what you are actually signing. I know that it is my responsibility to look for this information myself, however I was following her lead, and was just advised to put my initals HERE, AND THERE. Thats all that I remember. I can upload the documents for you to look at and verify. One of the payment pages again has information written in that wasnt done by me. As of to date, another payment for $1023.75 has been debited from my checking account. I pleaded with [redacted] over and over that I couldnt afford this, and I had a double mortgage to pay. She in return told me that she could split the remaining amount(s) into 5 payments to help me out. I told her NO. She then told me that she could get me financed for 24 months but she would have to run my credit. I explained to her like I did before that I just purchased a new house, and I didnt want or need anything else on my credit. She just ignored me, and insisted that this was the only way to go. I couldn't believe it. It didn't matter that I advised her I was military, and couldn't make my appointments due to training need and demand for the field. She was relentless. The last thing she told me was this was OUT OF HER HANDS, and she was turning it over to I assummed a higher source. This was over a week ago. I have yet to hear anything. I knew that I wouldnt, so I called my bank and asked for advice because I did have to admit that I did have a contract that I signed and it did have my initals in several areas, but some of the documentation was forced, and wasnt mine. My bank changed my account number and said they would block any payment from the SPA. It's funny, even after I told [redacted] I was struggling and couldn't commit to the supposed "PACKAGE'', she still told me to make sure to come in for my next appointment which was June 24th 2014. Another payment for $1023.75 was scheduled for withdrawal on the 26th of June, according to my contract, or the day of the appointment, whichever came first. That payment was blocked by my bank, and my bank encouraged me to go through the dispute process. I advised them that I was contacting the Revdex.com because this type of dispute was special. Can you help me? I'm active duty and have the rank of E-3.Desired Settlement: I WANT A REFUND. I only had ONE treatment. This company has over $2100.00 of my money, and is telling me that it has to be applied has CREDIT TO THE SPA ONLY, which means that they will still take payments because this is supposedly a ''PACKAGED'' deal.

Business

Response:

The business reached out to the customer on or about June 30th and both parties came to a resolution. They are now just waiting for some additional follow up information from the customer

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: Ample information was not shared with me when I agreed to purchase a chemical peel; I agreed to purchase a chemical peel for my face. I then had no knowledge that asprin allergy and sun sensitivity was suggested to be an issue for chemical peel clients. Upon discovery I called to seek a refund; I also had a problem with the frund policy not being shared in the beginning. I still dont know it. However when I called I was transferred to the sales person Hannah and not given a refund .....this is unnacceptable 147.00 card number has changed so I need them to mail me checkDesired Settlement: close my account

Business

Response:

We were able to reach this Client on Monday, November 23 by phone and advised the Client that her refund request has already been honored in advance of filing the Revdex.com complaint. Since she had closed her credit card account and had requested we mail her a check, the delay was simply with the processing of the refund check. The Client indicated she fully understood and was satisfied with our explanation and resolution.

Consumer

Response:

I filed the complaint because of being contacted by a person I requested more than one time to cease contacting me and refund my deposit.I spoke with another manager at the midlothian that was outstanding as well as another person in midlothian office sorry I can't remember their names. I filed the complaint because if I ask to spell to someone other then the sales person that's my right as a customer I also asked that she not contact me that is my right as a customer.She called me three times after I asked that she stop. I another location to request a refund. It's true that it has been resolved although I have not gotten the check yet....but I filed this complaint before I was offered a resolution not like the company stated

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,