ComplaintsforAccelerated Aesthetics LLC

• Initial Complaint

  03/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  January 27th on instagram they were having a sale for lip fillers $550 I paid online to book my appointment. My service was February 5th and I got charged again $589.88 on the same card. I called them few days later she said they caught it the day I left and it will take 14 days to get my money back. I waited and I called again on March 1st the lady said they had the wrong card and it will take 7-10 days and to call back if I still did not receive anything. Today is the 10th day and they keep telling me different stories. I still have not received any money back. I have emailed and called. Thats a lot of money and Ive been understanding but its been way to long.

  Business response

  03/22/2024

  Dear Better Business Bureau, 
  
  
  
  We are reaching out to provide an update regarding the recent refund issue involving *******************************.
  On February 5th, 2024, ****** visited our office for a lip filler treatment, having previously purchased the treatment online through a separate website to take advantage of a special discounted price. Unfortunately, this detail was not communicated to our staff upon her arrival, or after her treatment when it was time to provide payment for the service, the reason being is that our patient system does not integrate external purchase data into our patient files. Typically, patients inform us prior to treatment or payment if they have previously purchased a discounted treatment. Despite ****** scanning her card with our PAX payment machine, which clearly displayed the amount she was being charged that day, she did not disclose her prior purchase and then completed the sale with us for her treatment, leaving with a receipt. 
  
  Upon realizing this oversight as it was brought to our attention later that day, we promptly processed her refund. However, despite our records indicating that the refund had been processed on the same day, ****** contacted our office on March 1st, 2024, expressing concern that she had not yet received the refund. Recognizing the discrepancy, we took immediate action to investigate and address the issue, resulting in processing this same refund, for a second time.
  
  ****** contacted our office again on March 15th, 2024, reiterating her dissatisfaction with the refund status as she had still not received it. This prompted us to conduct an even more thorough investigation. During this time, before we could address the underlying issue of why her payment method wouldn't process a refund, we received an issue claim filed by ******, where she was disputing the amount that she was charged. That being said, upon receiving this issue, our office promptly notified the patient platform, indicating our acceptance of liability for the claim. Subsequently, the platform processed the claim and notified her bank to return the funds. As of March 18th, she has won the claim, and the timing of when she receives the money back into her account is now in the hands of her bank. ****** has been informed of these developments, and the case is now considered closed.
  
  We deeply regret any inconvenience or frustration this situation may have caused *******************************, and we are committed to ensuring that such discrepancies are swiftly addressed and resolved in the future.
  
  Attached to this statement you will find photo documentation of each of the attempts at processing a refund, as well as the details for the dispute claim, which is again, now settles and closed. Should you require any further information or assistance regarding this matter, please do not hesitate to contact us.
  
  
  
  Kind regards,
  
  
  Accelerated Aesthetics

  Customer response

  03/27/2024

   
  Complaint: 21439754
  
  I am rejecting this response because:
  see attachemnets
  Sincerely,
  
  *******************************

  Business response

  04/15/2024

  Dear ******,
  Thank you for your recent communication. I wanted to address the photos you provided in your latest response. Those images were actually part of the documentation we initially submitted on behalf of Accelerated Aesthetics. They were intended to support our acknowledgment of liability regarding the dispute you raised with your bank, which ultimately led to a favorable outcome where you successfully resolved the case and your bank returned the funds. Alongside this, we also furnished records demonstrating our previous attempts to refund you before the complaint was filed and the dispute initiated with your bank, wherein these said documents were also previously provided on our end to the Better Business Bureau and yourself.
  I hope this clarification addresses any confusion. If you require further information or assistance, please don't hesitate to reach out. We wish you the best.
  Kind regards,
  
  Accelerated Aesthetics

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