ComplaintsforCelebrity Treatments Luxe Body Sculpting

• Initial Complaint

  05/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have attempted to reach the facility owner regarding my treatment. Her assistant *****, completed a treatment and states she would ask ***** of any additional treatments pending, but that someone would contact me. I was not measured on my last visit or have any idea where I stand in regards to my treatment. I have texted, called, and left messages and still no response. I am expected to pay a full amount for a service I am not sure was completed. I had issues in the part with the owner failing to return a simple call. I had previously requested to cancel the treatment due to her lack of professionalism.

  Business response

  06/19/2024

  The client ************************* signed a contract with us explaining that if she cancelled the same day, she would be subject to her treatment being forfeited and charged $99 fee for no showing/same day cancellations. 
  
  I am enclosing the agreement with her signature.
  
  **** missed 4 appointments due to same day canceling and no showing. 
  
  She would also show up to our facility under the influence with a strong odor that would irritate my other clients. She would also arrive very late, and my staff would stay late and even came in on their days off to accommodate her due to her missing appointments and consistent tardiness. We kept trying to work with her, even though she was causing staffing issues due to her continued tardiness and inability to show up for her scheduled appointments. 
  
  I explained the treatment schedule to her upon signing up and our operating hours. She was well aware that her last several appointments were to be scheduled 3 to 4 weeks apart for best results. 
  
  We did suffer a communication issue due to a nationwide At&t crash in May, which ************************* had completed all her sessions except for one.  Our telephone calls and texts stopped working for about 3 weeks which we were unaware until 2 weeks in. Most of our clients are booked while they are at their appointments and booked by our booking agency, so we do not heavily rely on phone calls nor texts. But we normally are able to communicate that way if they need to reschedule their appointments.
  
  I, the owner, personally called all of our clients on my personal cell phone alerting all our clients of the issue that was affecting our business line. Our clients were very warm and understanding, especially since it was not our fault, except for *************************. She was insulting, rude and down right mean. I explained to **** that she only had one more treatment in her package left, it was a free treatment we offered her that she did not pay for and we had to forfeit it due to her inability to give us proper notice of cancellations. THE ISSUE WITH HER NOT GIVING US PROPER NOTICE OF CANCELLATIONS WAS BEFORE WE HAD THE AT&T PHONE ISSUE. ************************* WAS NOT DUE FOR ANY TREATMENTS DURING THE **** OF THE AT&T OUTAGE. SHE WAS UPSET BECAUSE WE DIDNT KNOW SHE WAS TRYING TO REACH **, WHICH SHE WAS PREVIOUSLY ADVISED HER LAST TREATMENTS WOULD BE SPACED OUT 3-4 WEEKS APART, which was when we saw her last before reaching out to her about the AT&T outage. 
  
  I will enclose evidence of the nationwide AT&t issue that we suffered and also the signed contract pages signed by ********************. 
  
  According to the agreement she signed, she actually owes us $398 for the 4 missed and later rescheduled appointments. It is unfortunate she did not give proper notice and this is why we have these policies in place. It costs us time and money for staffing when clients dont show for their appointments. We are a highly respected business and we deserve consideration and respect too, as do our clients. 
  
  Also, if you need evidence from AT&T that our account and business line was affected, I can reach out to them for that. I personally spent over 16 hours on the phone with them and in their store for about a week trying to get the line to work. 
  
  Thank you kindly,
  
  ***********************
  Owner

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