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    ComplaintsforSpa Tru Clinics

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    Complaint Details

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    Complaint Status
    Complaint Type
    • Complaint Type:
      Sales and Advertising Issues
      Status:
      Resolved
      On July 12, 2022 I attended a cool sculpting promotional day at the Spa Try Clinic in Abbotsford. After an assessment and a treatment plan was in place I paid a $4200 deposit. In August it was brought to my attention that doing cool sculpting on my stomach was not safe due to a long scar I have down the middle from an emergency perforated ulcer operation. The technician who assessed me at Spa Tru did not mention this and the plan was to do my entire stomach area. Two of the large pads use in the procedure would be applied directly over top of this scar. This has the potential to damage the area and cause me great grief. I called the spa August 24th to let them know and the receptionist informed me that I was told at the time verbally that the was non refundable. When I told her I do not recall this she said there was a witness in the room at the time. I asked for proof of that policy in writing. There isn't one. I reiterated I had a medical reason for not doing the procedure and she said I can spend the money there on other treatments. I do not wish to have $4200 sitting in an account there as there are not other treatments I would purchase. I told her (Jill) this was not acceptable to me. "*** ********** **** **** *** **** *** ** *** ** *** ********* ****" At 4 pm that day I received another call from Jill saying she forgot to tell the technician this was not acceptable to me and she would have her call me next time she was in clinic. I did not hear from anyone on August 25 or 26 so I called again on August 26 and told the receptionist I was coming to the spa to have the refund applied to my ****. She said she would have to call her manager as she was quite new there. An hour later Jill called me back and said as I told you it is not refundable. I let her know I would be filing this claim and if necessary taking them to small claims. The gift certificates received for purchasing on promo day are still in my possession and I will gladly return

      Business response

      30/08/2022

      Hello those at BBB, 

       

      We have been keeping in touch with (client) for the issue at hand. During our consultations, we are very thorough and certainly go over all medical risks, and provided (client) with the option to talk to their doctor about any concerns prior to making any commitments. For the Coolsculpting treatment, it has been successfully and safely done over scarring, but again, we provided them with the opportunity to wait until discussed with their doctor. Our general protocol is no refunds, and any deposits made can be held on account for use as credits at cash value. This however, has not been put into writing for clients to sign off on, as it has been done verbally. We are now updating our provided forms for clients to ensure that it is writing and no grey area when it comes to the matter. Non-refundable deposits are not uncommon, and are often expected. However, we thanked (client) for making us improve as a company. 

      (Client) and the company are on good terms and have come to a satisfactory resolution on both ends. (Client) is happy to continue to visiting our clinics for other treatments and we are happy to issue a partial refund.

       

      Thank you, 

      Jill

      Customer response

      31/08/2022


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

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