ComplaintsforLaser Body MD

• Initial Complaint

  12/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On April 3, 2023 I visited LaserBody MD to get consultation on fat reduction using the CoolSculpting. The info provided by the consultant was highly convincing. I was assured of achieving results after completing 3 rounds of treatments with 2 applicators on the lower abdomen. Also a financing option to pay 1 month later through 12 payments of $321.90 was offered. The consultant told me that was the last day to benefit from 25% discount offer & I should start now to be in desired shape for summer. Regrettably, after completing all 3 rounds, I saw no effects. My weight had decreased from 185 to 172 pounds due to exercise & diet, but there was no impact on my abdomen. I reached out to the management many times after seeing no result, who advised me to wait & complete the whole treatment. Unfortunately, the treatment yielded no result & I now find myself in a worse condition, resembling a pregnant woman. I requested a refund from the clinic, which was denied. I feel deceived by the false info & false promises. I know I signed a contract, I regret to inform I did not have the opportunity to review it. It was presented on a tablet & the consultant requested my signature without allowing me to read it, she did not tell me the financing was through a third party either. Here is a list of misleading info: 1- She claimed that there would be about 20-25% reduce in fat after 12 weeks, with 3 treatments, I anticipated a fat reduction of 40-50%, but I have not seen any fat loss despite losing 13 pounds. 2- She failed to disclose this would be financed through a third-party ********. 3- She said the duration of treatment for each applicator (including massage) would be 45 mins. In fact it was 35 mins & only 2-3 mins of massage. 4- She assured me I was an ideal candidate. However, given the absence of result & my research, the cases like me are not suitable for CoolSculpting. 5- The treatment was supposed to be done by Registered Nurses. The person who performed it was not a RN.

  Business response

  14/12/2023

  The Client attended a consultation with us on 4/3/23 to discuss a treatment called Coolsculpting. During the Consultation all details regarding results, risks, etc were discussed and noted in the clients file. 

  DISCOVERY/CONSULTATION NOTES ABOUT WHAT WAS DISCUSSED: she came in and informed me that she has looked into getting surgery done for her abd, she is worried of scar and risks and doesnt want to go ahead with is. she has consulted a dr and they told her there is 2% chance of her getting a bad result. *** ** ***** ** *** * ****** ********* ** *** ******. we talked about cs. benefits. showed her what results could look like. did assessment. she asked alot of questions regarding results, risks, etc. explained to her everyones bodys different and everyones results are different, we DO NOT guarantee or promise but we know we have the best technology and we've seen amazing results and as long as you're consistent with your appointments and you dont have change in weight or health then you should as well. she decided to go with financing approved at 0% she works in the plaza. she asked if she can go to rh on weekends told her we wont be able to. 
  
  As mentioned in notes we do not promise results as much of the process is out of our control. The client also signed a consent form detailing result % . ******** promotes that up to 25% of the "treated" area will be reduced, Not equating to 50% fat loss over the whole abdomen.

  * **** **** ******** ********* ** *** **** ********** ***** ** ********** *******. The client started treatment at 178lbs and ended at 173lbs according to our records which is a total of 5lbs loss. Coolsculpting does not significantly reduce weight, it is a contouring treatment that removes fat pockets to assist someone in their weight loss journey and we typically suggest someone be 10lbs away from their goal weight. Once fat is removed the skin often becomes looser creating more of a drop in the abdomen as would happen with rapid weight loss with no skin tightening, This is what we see in the results photos for ****. 

  Although I can appreciate that **** had a different expectation DESPITE us being very clear we have done everything we can to help manage those expectations and to find a resolution including meeting her halfway in adding additional rounds of treatment which she declined. 

  Customer response

  14/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  1- Weight Discrepancy:The information provided by the business is not accurate. My weight before initiating the treatment was approximately 182 pounds. The recorded weights on subsequent visits were 178 pounds (second visit), 173 pounds (third visit), and 171.8 pounds on the assessment day (Sep 26, 2023). One month later (end of Oct), my weight was 169 pounds, indicating a total weight loss of 13 pounds. Despite this significant weight loss, there was no observable reduction in the treated abdomen area, as confirmed by the CoolSculpting technician. *** ******** ********* ***** ** *** ****** ** ***** ********** ******* *** *** **** *** ***** ** ****** ******* ****** *** ******* ******* ** *** ********* ** ** *****
  
  **** *** ******* ****** ** *** ****** ******* *********** *** ******* ******* ** **** ********* ** ** ***** *** ***** ** *** ***** ******* ** ********** ****** ******** *** ********** *** *** *** ** *** **** ***** *** ********** * **** *** ** **** * *********** I am both frustrated and ashamed of the current state of my body. Regrettably, I cannot afford corrective treatments such as liposuction or a tummy tuck. As a result, I find myself having to wear tight girdles or loose clothing to conceal my stomach, which now resembles that of a pregnant woman.
  
  2 - Misleading Information on Suitability: The business stated in their response that the treatment is not ideal for individuals looking to lose more than 10 pounds. However, during my consultation, my weight exceeded 182 pounds, and I expressed a desire to reach my ideal weight of 68 kg (approximately 150 pounds), indicating a weight loss goal of around 30 pounds. According to my research, CoolSculpting is recommended for individuals close to their ideal weight, who exercise regularly and have stubborn fat that does not respond to typical exercise. Despite my sedentary job (I work in an office, sitting 8 hours daily in front of a computer) and minimal exercise routine, the consultant assured me that I was a suitable candidate for the treatment.

  3- Unreasonable Offer from Customer Manager: Despite numerous discussions with the customer manager, the proposed solution involves me paying for the same treatment again. The suggestion is to pay for each applicator and receive one free, essentially offering a 50% discount. I strongly believe the treatment is ineffective for my body, and the question remains whether I should invest more money and risk worsening my body shape.

  4- Verbal Guarantee and Contract Misrepresentation: The consultant did not explicitly use the term "guarantee," but she assured me with the statement: "I am sure that you will get your desired result." She encouraged me to consider the treatment as a reward for my body and emphasized enjoying the summer in a bikini. This verbal commitment was a factor in my decision to proceed. Unfortunately, I did not have the opportunity to read the contract as the consultant used a tablet facing her throughout the process and only requested my signature at the end.  That's why I didn't know the treatment was financed by a third party called "******** *******". what I undrestood of her words was LaserBody MD was offering me to pay by monthly instalements which was also an appealing factor to proceed. Another *** ** the consultant was: she told me that was the last day for 25% discount just after that, I saw the same treatment 30% off in their newsletter.

  I believe I was deceived by LaserBody MD during the consultation and throughout the process. One of the reasons for this, which is also documented in the email I sent them, is that I suggested the use of at least one applicator for the upper abdomen. However, they insisted I stick with the original plan, claiming it was the right approach for me and assuring me that the upper abdomen would easily see improvement. Now, the customer manager is asserting that I need at least 3 rounds of 2 applicators on my upper abdomen.
  

  This aligns with what she meant by "meeting me halfway," where the proposed solution is for me to pay for the same treatment again. With 6 applicators on the top and 6 applicators on the bottom, supposedly providing half of them free, it amounts to an additional $3860, further benefiting this ************ business.

  I examined the pictures on the Laser Body MD website showcasing CoolSculpting treatment and other services they offer. Many of these images are evidently photoshopped, with no changes in the angle of light or makeup on the person's face. * **** ******** ***** ******** **** *** **** **********

   

  Sincerely,
  

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

  Business response

  18/12/2023

  Our website uses stock photos, with models, approved by the treatment brands, these are not real client testimonials. No different than a dentist with a teeth whitening poster.  However our ********* and socials are filled with client results and real experiences and so is ********* website. If this treatment was not successful, millions of people would not continue to use it successfully. The great thing about Coolsculpting is that it is not user dependant, the machine ensures a thorough treatment each time.
  
  Regarding the ********, we use tablets for our service agreements however ******** is a different process in which you need to provide a void cheque and employment information so its impossible for us to simply say "sign here" and have that be enough for a financing agreement.
  
  The fact is we did not promise anything, we provide statistics, we encourage research, we have clients sign a consent form clearly stating no one told them any such information. We do our best to guide our clients and get them the results they want but each person is different and sometimes one person gets better results than another. What is true is the treatment removes fat in the treated area. How that looks on each person after can vary. We had multiple conversations with the client where we were compassionate and we have explained the variables both in and out of consult. If despite all that the client is disappointed about an outcome we did not set then as a business we have done what we can. 
  we actually offered the client to possibly pay 50% of 1 applicator and then we would provide one which is actually 75% off, however as the client stated to us she was not willing to “spend a penny more” and this resolution would still involve her paying some and we were honest that she does this of her own volition. We can not provide thousands of dollars in free services and products because she wanted to look different. 
  If she wants to discuss resolutions that involve her meeting us halfway as discussed we would be more than willing to help. 

• Initial Complaint

  01/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Came on September 25, 2023 for consultation. Spoke to Alexandra, who proceeded to tell me about services and how much discount I'd be getting. I told her I have about $1000 to spend. I got excited at the moment and agreed to what she was saying, after only a few hours on exactly same day after thinking clearly that this will be a lot more then I originally budgeted for to extent of $5057.88 at that point I've emailed Alexandra from LaserBody MD advising I can't afford it and if I could put a pin / cancel. They've tried to pursue me to continue with services but I was already telling them I cannot afford it. Fast forward to October 24 I've learned that ******** took money from my account, at which point I reached out to LaserBody and ******** trying to get them to cancel services and refunded money. They were passing me back and forth. I paid off ******** loan by taking line of credit and I need LaserBody to refund me for the services that I have not used and that I wanted to cancel on the same day I signed up for them, which they are currently refusing to do and I hope BBB can help. I made no future appointments with the company nor got any services from them.

  Business response

  01/12/2023

  ******* attended our clinic on September 25th, 2023. During that consultation she chose to purchase a treatment called 'Coollsculpting' for a total of 
  
  $5057.88. She signed a legally binding agreement that consisted of our Terms and conditions including our NO REFUND/FINAL SALE policy. In order to pay for this purchase, the client applied for third party financing through '********' at a fixed rate with the first payment due on October 24th. She would have received the financing agreement directly from ********. 
  
  
  On October 24th, 2023 we received a call from the client asking why '********' withdrew funds from her account as she never purchased anything. We explained we could get her consultant to reach out to discuss her concerns as we could see an agreement with financing. 
  
  On November 4th, 2023 *******s consultant reached out to discuss her concerns. At this time ******* requested a refund (over 1 month after her purchase) and told us she was trying to get pregnant. There is only a consideration to this treatment if you are currently pregnant or breastfeeding. When booking a consultation we ask if the client is pregnant. If she had disclosed her intentions we would have informed her clearly regarding her options however many people try to get pregnant and it can take an un determinable amount of time. Therefore the impact the planning process has is up to the client. Our treatments never expire, therefore they can remain on file and be used after.
  
  On November 7th, 2023 ******* called in again inquiring whether payments could be smaller. When her consultant explained she could not make that adjustment the client asked if she could switch it to laser hair. We told her we could but explained this could not be done while she was pregnant. The client asked if she approved having it done could we move forward and we informed her we could not for her safety. 
  
  On November 8th ******* spoke with her consultant again and asked to convert her coolsculpting to laser hair and was very excited during the conversation, She explained she would be paying off ******** in full as they were looking to purchase a house and did not want it on their credit. We subsequently put in for the conversion. 
  
  On November 9th ******* called in again and during this call explained that she was mostly canceling because of her husband as he was not receptive to our no refund policy.
  
  I can appreciate that ******* made a purchase without consulting her family prior, however it is not our responsibility to ensure that, it is hers. She agreed to the purchase knowing the terms and conditions and signing for them and although i understand priorities change, it does not change the financial obligation ******* took on when she agreed and signed.
  
  We remain here to assist the client in any customer service capacity to move forward however we maintain our policy.
  

  Customer response

  01/12/2023

  Complaint: ********
  
  I am rejecting this response because: business is not sincere. I was rushed into signing. I did not apply for ******** I was not told there is no cancellation no matter how many times they say that. I asked the same day not to continue service and they ignored it. They flip my words against me. When signed up Alexandra pushed me into signing even after I said I wasn't sure about not telling my husband she said let it be a surprise... Now stating its not their business is ********. She rushed me, she took my phone to get my void cheque when I said I couldn't find it if I can go home and send it to her. She ******* me into singing. When signing she said this is all we talked about so just sign here. She never sent me a copy of the contract to my email until two months later when I asked for it. I never got anything from **** **** they said I got. She didn't even say shes using ******** to sign me on. She didn't tell me it was going to be over $5000 she said what it is per month. I was never excited as they say I was. I called company asking why ******** charged me because she did not disclose she used a third party credit loan to sign me up, she signed me up not me. **** * *** * ****** **. They used everything I said against me. It isn't my husband who wanted to cancel alone it is both of us and they are putting everything on my husband. Which is not right. I don't want any services from this company, I just want the money back. I ***** **** *** **** ***** ** ***** ******* **** *** ** ****** **** **** ********** ******** Of course they'll say thays not their problem either. Please just give me the money back. I never used your service I never booked any appointments. I sent you an email same day telling u I cant do it. * ** *** ***** ** **** *** *** **** **** ********* **** ** *** **** ***** **** ***** ****** *** **** ****** ** **** *** ******* *** **** ******** ****** ******* ** ****** ****** *** *** *** ****. Please give me the money back. I'm willing to pay for cancellation fee of being there but I do not want your services. ****** ** ******
  Sincerely,
  
  ******* *******

  Business response

  09/12/2023

  Third party financing is not a simple sign up. It requires providing a void cheque, employer and income information, signing an agreement and then ******** typically provide a fraud call to confirm the financing was a legitimate claim. None of this is information we require or ask for during any of our processes. The client most definitely signed up for ******** and has never until this point contested that she hadnt. It is a very serious allegation to accuse us of forging documentation that we did not do. The client certainly did not seem surprised when we discussed it after the fact. 
  
  The contract signed on our end also indicates "******** approved 0% for 12 months biweekly payments $200.26 starting Oct 9 2023" and lists the Total of $5,057.88
  
  Our service agreement which the client signed is clear about the terms and conditions as well as the refund policy. It is the consumers' responsibility to ensure they are aware of the terms they are agreeing to. we do not read aloud every agreement just as any other business would not. ******** does not allow us to speak on behalf of the client so if she did not receive the documentation from them she would have had to connect with them directly. When we discuss financing we discuss monthly payments as that is how the financing is paid which means the conversation did in fact occur. 
  
  Our intention was never to be dishonest. All of our calls are recorded and all we have done is repeat was has expressly been told to us by the client at any point. Our terms and conditions are fair and we keep them that way by not making exceptions to the rule. We are very sorry if ******* is having second thoughts however that does not exempt her from the responsibilities of her contract. 
  
  We are more than willing to work with ******* moving forward.
  
  

• Initial Complaint

  09/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to Laser body in December 2020 and agreed to have hair removal treatment done. My first appointment for treatment was in Jan 2021 but their office closed down due to Covid, I did inform them at that time that since their is no fix date of reopening I would like to cancel, and my understand was that they agreed to it But from last few months I been getting *********** letters demanding for money for treatment which was never preformed. I made many attempts to inform them that these charges are wrong as I had not received any treatment and that their office was closed due to Covid until June 2021 I would like them to take this bill out of my credit report.

  Business response

  07/07/2022

  Business Response /* (1000, 5, 2021/12/13) */ On December 19th the client attended our clinic and purchased a Laser Hair Removal package. Unfortunately, December 27th we were forced to discontinue treatments as per government mandate. During this time the client requested a refund, however, changed their mind and decided to move forward with treatments upon reopening. A few days later, the client issued a ***** chargeback and refused to pay the balance on her account. We re opened on February 5th (6 week later) which only effected 1 appointment for the client and would not have impacted her results. We reached out to book the client in for treatments and to collect missed payments on her balance. The client refused to discuss any resolutions or pay for her purchased treatments. We sent out multiple letters and phone calls over a 10 month period to discuss with client and all went without resolution. At that time we were forced to move the clients balance to a third party collections company Consumer Response /* (3000, 7, 2021/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not change my mind I requested them for a refund which they agreed to do but did not honour it so I had no choice but to contact my credit card company, which helped me get the money back I would like them to clear this ***** charged from my credit report ************************************************************** Business Response /* (4000, 9, 2021/12/17) */ At no point did we agree to issue a refund to the client. We sent numerous emails and made a dozen calls to the client upon each letter sent to attempt to come to a resolution however the client refused to honor her agreement or work out any type of payment plan. We have no choice but to move delinquent accounts to a third party Collections agency. At this point there is no further action we can take and the client must work out arrangements with the agency.

• Initial Complaint

  09/12/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  June 2021 I went to laser body MD office for a consultation. The consultation was for the body freezing/sculpting service they provided. The lady at the office told me that she was going to see if I was qualified for a loan from **** financial. She told me that if I singed up for the treatments I can cancel at anytime. The lady went ahead and got the loan approved with out my knowledge. I called to cancel the treatments due to underlined medical condition. My doctor advised me to not go forward with the cosmetic procedure *************************************************. When I called to cancel I was told to send in a letter from my doctor stating why I was not able to go forward with the treatments from laser body MD. I sent in the letter. And know here it is **** financial telling me that I have a $10,000 dollars loan with them and I need to make payments. **** financial send the case to a law firm now so there dealing with it. Laser body MD has the $10,000 and refuses to send the money back to **** financial or even to me so that I can send the money back to where it needs to go be it **** financial or the law firm that's now dealing with the matter. **** financial told me that I was not able to cancel the loan with them because the loan was approved through a third party which is laser body MD. Am not able to go through with any of there services because of my medical condition and they refuse to send the loan back back. Please can you help me resolve this issue?

  Business response

  07/07/2022

  Business Response /* (1000, 5, 2021/12/09) */ We have requested information to take under review in order to present resolutions. However, the client did not provide the appropriate documentation. Upon speaking today he has said he will present the appropriate documents so we can discuss further options for resolutions. Consumer Response /* (3000, 12, 2022/02/14) */ *********************** Laser body MD is saying there offering to refund the money but they need 10% of the money being refunded which is 10% of 8,169.90 because I can't have their procedures done because of a medical issue I have. ******************************************************* ************************** be refunded the full amount that they got the loan for from easy financial. But am being charged for having a medical condition that's not fear. BBB please I need your help. Business Response /* (4000, 15, 2022/02/16) */ We have continued to assist this client since he came to us 2 months ago. He agreed to keep a portion of services he wanted to continue with and We approved a refund for the portion of services he can not do despite having signed a final sale agreement. *******************************************************************************************************************. Regardless we have still continued to offer him the refund and make multiple customer service gestures. If the client does not wish to take advantage of the many solutions given we can not help him further.

*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. ↩