ComplaintsforJiva Med Spa

• Initial Complaint

  04/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I went to Jiva Med Spa to get treatment. I paid $2300 for the first session but now I’m moving and won’t be able to complete the treatment. They are refusing to refund my money even though I did not get the treatment. This is there when they don’t provide a service but still keep my money. They said that I signed an agreement about refunds but they never let you read anything. They hand you a tablet and tell you to sign in and now they are saying that was the agreement about their refund policy. Very dishonest practice!

  Business response

  04/24/2024

  Dear Better Business Bureau- 

  Ms. **** was seen at Jiva Med Spa on 3/15/24 for a consultation for Threads.  During that consultation, Ms **** had a treatment regimen created that included Instalift Threads, Plasma IQ, & Sculptra.   Total package was quoted & purchased at $8400 .  Ms **** signed & Initialed the attached service agreement where it clearly states “no refunds will be given on treatments, products or deposits paid”.  Additionally, at the March 15th appt, she scheduled her entire treatment plan to take place from April 12th to June 7th for a total of 5 appointments between those dates.  
  

  Then on 4/3/24 Ms **** called and stated that she changed her mind and does not want to proceed with her purchased services (see attached notes that show Ms ****** call history with Jiva).   On 4/5/24, Ms **** called back and stated she was moving for her job.  The staff worked in every way possible to give Ms **** options to use her payment towards services that we could mail to her or even use the money on services before she moves.  She declined and said she was getting her lawyer involved. 

  
  Jiva is more than happy to help Ms **** use her money towards services or products at Jiva, but our refund policy is clearly bolded on all service agreements.

  
  Additionally, Ms **** said that we had a dishonest practice based on the usage of ipads for this refund policy.  The iPads are used for medical history, Photography consents, HIPAA acknowledgement and our Cancellation policies.   They are not used for the refund policy.   As I stated earlier, the refund policy is on the sheet that has Ms ****** initials and signature that recognizes these policies.  

  
  Thank you very much!
  Jiva Med Spa  

  
  

  Customer response

  04/25/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  ********** ********
  
  I am rejecting this response because: 
  
  Regards,
  
  ******* ****

• Initial Complaint

  09/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In June, I visited Jiva for a tattoo removal consultation. The entire process felt extremely rushed and like a sales pitch rather than focusing on me as an individual and my own unique needs. I wanted a few sessions to lighten up my tattoo so that a tattoo cover up could be done by a tattoo artist.

  I was given two options 1. Each removal session would cost $500 or 2. I could buy an unlimited session package for $4,000 which would bring the cost per session to $200 and did not not exactly how many sessions would be needed but kept “selling me” and pressuring me to go with the unlimited and tried to rush through it before I even decided by getting me to do a session right then and there before the paperwork was even signed.

  I opted for the $500 per session and made that clear in the consultation room. I had two sessions over June and July which would total $1,000 and also purchase their lotion for $100 so my total should be $1,100. I have lightened it enough which was my goal in the first place and when I went to pay my care credit card, notice the total was not $1,100 but instead $4,133.

  I am happy to pay the $500 per session (non discounted rate) that I truly received but just want them to remove 3,000 difference because I had no need to sign up for unlimited sessions.

  The document I have lists the two different options written out with neither one selected.

  The other document lists the $4,133 which is for the unlimited package I did not opt for.

  Please help me resolve this so I can continue sending referrals there.

  Business response

  10/05/2023

  To Whom it may concern: 

  
  **** **** was seen in our office 6-1-23 for a tattoo removal consultation.  Two options were offered, the unlimited plan at $4000.00 or $500.00 per treatment.  She chose the unlimited plan and it was explained to her that this indicates treatment until the patient is satisfied which can be one or multiple treatments. Ryan not only signed our service agreement but also initialed in 3 places acknowledging no refunds would be given. Treatment was initiated with good results.  We have submitted the signed agreement and signed Care Credit sales receipt in which she agreed to the amount charged indicating her choosing the unlimited plan. The additional $133.28 was for product that she received. 
  

  Thank you, 
  Dr. Rakesh Nanda, M.D. 
  

  
  

  Customer response

  10/05/2023

  I am not requesting a refund for services that were rendered (2 of them that should be $500 each). I was deceived in the office and rushed to make decisions without proper consultation. I had no need for an unlimited package. I do not want a refund for the product nor the two sessions I used but it’s not right to deceive people and persuade them into something that’s not right for them for the sake of money. The first sheet lists the two options and neither is selected on the sheet. The other sheet was not reviewed with me and I was rushed to initial things without even being able to review what was being signed. They also rendered service before any documentation was signed then rushed me out the door. Horrible experience from the getgo. Charging full price for services rendered absolutely makes sense but not for unlimited sessions which I did not need/want.

  
  Regards,
  
  **** ****

• Initial Complaint

  03/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I met with Dr. ***** in June and he offered me a special on a package of 5 BBL treatments for $1500. I signed an agreement that this amount was non-refundable for the entire treatment. Once these were completed, He made me an offer for 3 additional treatments for $1200 in October. I was hesitant, but I gave them my card and had it charged for the entire $1200 and I made an appointment. The desk did not provide me with a receipt. They did not have me sign a receipt and they did not show me or offer the same non-refundable paperwork as I had on the first treatment having me agree to any terms and conditions. A week before the appointment, I called to cancel the appointment and get a refund because I did not want to keep going with the very painful BBL treatment. I was told I had to talk to the doctor to get the refund, so I asked him to call me. I had to call three times before the doctor finally called me back. We talked about the procedures, and I told him that I did not want to continue with them, I just wanted a refund. He told me that he would not issue the refund - siting everything from HIPPA to Office Policy to something stated on a website, and would only offer credit for other services. I told him they never told me when I made the purchase that this one was non-refundable! I told him I just want my money back for the unused sessions. He had his office emailed me the receipt from October post-dated after my request for refund, and added "all sales final" to the receipt. I have no complaint about the $1500 I paid in June, but I do not want these new services and only want the $1200 back for the services they charged without telling me it was non-refundable. If the service is non-refundable, they should have made known to me the terms and conditions at the time when I made that purchase.

  Business response

  03/29/2023

  **** ***** was first seen in our office 10/08/2021. During the consult she agreed to the terms of service and price for that service. She signed the service agreement knowing that we do not issue refunds for paid services. Over that year she had the five treatments she paid for with fantastic results. On 10/5/2022 she was very happy with her results and decided she would like to continue with treatment she was offered an additional 3 treatments for a discounted price of $1200. She excepted, paid and was emailed a receipt. All of our receipts have printed all sales are non- refundable at the bottom.  She scheduled her next appointment for 11/2/2022 and was ready to continue treatment. On 10/28/2022 she called our office to cancel her appointment and ask for a refund. She was reminded that all of our sales are final and that we do not issue refunds for but we would give her a $1200 credit for any other service or product we offer. She stated she was not told about our policy on no refunds, so we resent her a copy of her original service agreement and both of her sales receipts. She asked for a call from Dr. *****, during the phone conversation she did remember signing the service agreement stating that there were no refunds, she was not happy, but stated she would rethink if she wanted to continue with the same treatment or use the credit on other options. We did not hear back from the patient, we received the notice from BBB in its place. The patient still has a $1200 credit on her account that can be used to complete the agreed upon services or to use towards any other service or product. 

  Customer response

  04/03/2023

  they have not correctly stated the facts of the complaint.

  The merchant states that I “accepted, paid and was emailed a receipt”.  The fact of this was that I was not emailed a receipt until after I had called to cancel my appointment, and was then told it was not refundable.  I have attached proof of this receipt to the case that shows the date of the receipt.  Merchant never provided receipt at time of purchase nor emailed this receipt until after I had requested to cancel.

  As merchant states, I called on 10/28 to cancel  prior to my appointment on 11/2 .  However, as I have attached to this case, the only receipt they have provided shows the date 10/29 with the non-cancel terms of payment.  At the time of purchase I did not consent to these terms of service by signing a consent form for this service nor being presented with anything or told that this was non-refundable and if I changed my mind I would only be given a merchandise credit. 

  The merchant states that they “resent me a copy” but this is false.  The only receipt for this service I ever received was on 10/29 after I called to cancel the service.  Merchant did not provide a receipt at time of purchase nor did they email me any receipt until after 10/28 when I cancelled my appointment. 

  Merchant states “ she remembers signing a receipt stating no refunds” but they are conflating two different transactions.  I am not disputing the transaction where I signed the non-refundable purchase.  That was not this transaction, it was a purchase made many month prior to this transaction.  For this purchase, I never signed any receipt for this purchase where the merchant stated there were no refunds.  I would not have made this purchase if I had known that this purchase was non-refundable.

  The merchant states “She stated she would re-think if she wanted to continue with the same treatment or use the credit on other options”.  This is not factually correct.  I was very clear with both the office and with Dr ***** in every phone call that I only want a refund for this purchase.  

   Regards,

  
  **** *****

• Initial Complaint

  06/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I saw Dr. ***** in early March for a consultation for tattoo removal. I was given three options as far as payments. I was told one session of removal costs $1500, but he could give me a deal for each session being $1000 or a package for $8000 to keep coming in until it is gone. I signed an agreement for the package deal since I knew I needed many treatments for the removal. I had my first appointment that day. After the healing process being so painful and unbearable I decided I could no longer follow through with the removal. It was just too much ti handle. I called the office to explain that I could not follow through and just wanted a portion of the money back. I was completely fine with paying the full $1500 for the first session but wanted the rest back. At this point I was told they have a no refund policy and I could not get my money back and that it was stated in the contract I signed. I was never told about this no refund policy and I would not have chosen the package if I new I could not get my money back for the unused portion of I decided after the first round that I could not proceed with the removal. The first guy I talked to said he would talk to Dr. ***** and I should expect a call back. I have now called two more times and still can’t get in contact with Dr. ***** to speak with him myself. All I am asking for is the portion what I paid that wasn’t used which should be around $6500 since I paid $8000 and one session without a discount is $1500.

  Business response

  07/22/2022

  Patient was consulted and entered into an agreement for unlimited pico nano tattoo removal treatments.  She was made well aware by Dr ***** and nurse during the consult as well as the front desk that there would be no refunds once a package was committed and the first treatment was initiated.  Patient also initialed the agreement indicating understanding of the above (see service agreement attached and signed by the patient). She then failed to show to her second visit stating she was out of town.  Shortly after the missed appointment after a call from our staff, the patient called and asked for a refund. Once she was told there would be no refunds, she stated there was pain during the treatments. Please note, the complaints were months after the initial visit and there was no call to our office and no member of the staff was informed of any issues following the treatment. According to the paperwork and consents signed by the patient, as well as verbal consultation by doctor and nurse,  she was to call the office with any issues or concerns in a timely fashion (not several months later) as we can only respond or help if were were informed. Therefore, as per the service agreement, we feel we did not divert from any standard of care, and as per protocol and agreement, there should be no refunds issued. We however, will agree to a partial in office credit as she has not completed the package and the tattoo has not been completely removed as of yet. Of course, the patient also still has the option to have the agreed upon package completed. 

  Customer response

  07/25/2022

  I accept the business's response to resolve this complaint.
  Regards,
  
  ******* ****

*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. ↩