ComplaintsforAura Laser Skin Care

• Initial Complaint

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On January 2014 I went to Aura for treatment and subsequently bought a CO2 treatment 2 zones and a few IPL treatments the cost was over $1,500 dollars. I booked appointments twice for CO2 treatment but canceled due to medical issues. These treatments do not expire until you use them. My girlfriend bought the same CO2 treatment a couple weeks before me and we were going to do them together. Late April 2023 we were ready to book. She called in April 2023 and the had NO record of her purchase and so I called and they had no record of mine however they do have records of my previous treatments that were not a part of this new package. When I called I was told to send an email of when I thought I bought them and what I bought, I emailed twice and still no reply. My girlfriend ************************* wrote the BBB since she bought the treatment from Aura with credit care, and after your involvement credit care finally sent proof - and **** has been accepting of it. **** said they only have records for 10 years, but it has not been 10 years as I stated they still have my appointments but not my purchase. I bought my treatment with **** of ************ and I called them and they said they only go back 7 years. I would like Aura why they dont have my purchase since they hold records for ****************************************************************************** a copy so if I ever find my receipt they can not say I never bought the package or already used it. I never thought this was going to be an issue, when I booked before and needed to cancel the owner ***** was very understanding.

  

  Business response

  07/05/2023

  We are sorry but as explained earlier. These transactions the customer are referring to date back to 2014. We do not have a record of them as the data was purged. If the customer is able to provide a bank statement showing the transactions we are more than happy to assist and accommodate. 

  Customer response

  07/11/2023

   
  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,
  
  ****************

• Initial Complaint

  05/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Aura ********************************** gave me a large lump due to 2 CCs of Restylane filler incorrectly injected into my lips. I purchased a full CC on 3/9 for $425. After it was injected into my lips there was no added lip volume. Two weeks later, 3/17 I purchased 2nd full CC- for $425, again no added lip volume. Instead, I developed a rock-hard 'lump' the size of a quarter at the corner of my mouth and into my cheek.Aura refused to give me a refund for the fillers because the 'product had been used.' I've had Juvederm since 2009 with zero problems and always great outcomes. Typically, .5 to .8 CCs is the perfect amount. I asked for Juvederm. *****, the owner, insisted that Restylane is superior. I saw him after the 1st & 2nd CC (before the lump) and showed him there was still no increased lip volume and stated, 'this is exactly why I wanted Juvederm." He replied "Juvederm is too expensive." His story changed from Restylane being a superior product to it is just cheaper.I went to a skin specialist yesterday to have the lump removed & they couldn't believe how large it was. They also verified that they felt no filler in my upper lip and only two small areas of filler in my lower lip.Aura won't refund me for the filler or for unused services I've purchased - 2 CCs of Restylane $850 - 2 ******* eye treatments $583.33 - 1 PRP $258.33 - 1 IPL ******************, & decollate $200 Total Refund Owed $1,891.66 I've spent $4,700 total. On 3/9/2022- $3000, 3/10- $300- the $3,300 was for CO2 face and ******* eyes ($2,875 + 1 CC of Restylane @ $425 = $3,300. 3/17 $1,200 for 3 ********* Restylane. ($775 + $425)Before the lump, I genuinely liked ***** (a fun, honest, & hysterical woman) who's the office manager. I also really liked & trusted ***** who's fun & funny (the 2 together are awesome!) That's why I spent $4,700 at Aura! I hope they make this right.

  

  Business response

  06/03/2022

  It is regrettable that *** has resorted to online complaints while refusing to come in for an in person follow up with the treating nurse practitioner. We have attempted on numerous occasions both by phone and through email to convince *** to come in and meet with the nurse in order to assess her claims of a lump and, if indeed it was due to the dermal filler injection, recommend a remedy. *** however kept refusing to come in for a follow up. It is incumbent upon the patient to follow up with the medical professional in case of any unsatisfactory outcome. Since *** is refusing to come in for a follow up, we are unable to assess and recommend the appropriate course of action. As for any refunds, Aura Laser does not offer refunds for any performed procedures. *** is, however, entitled to a partial refund of any and all pre paid procedures that are yet to be performed. We can provide a rundown of unperformed procedures and amounts paid should *** agree to a partial refund. 
  
  

  Regards

  Nafet 

  Customer response

  06/03/2022

   
  Complaint: 17223508
  
  I am rejecting this response ******************************************************

  Customer response

  06/07/2022

  
  

  From: *************************** <********************>
  Sent: Tuesday, June 7, 2022 3:51 PM
  To: Resolutions <*****************************************>
  Subject: complaint #********.

   

  Hello- I called and spoke with the person handling my case and they told me to respond to this email.  I sent my response too quickly with the wrong attachments.

   

  Aura Skin and Laser Responded with this

  It is regrettable that *** has resorted to online complaints w**** refusing to come in for an in person follow up with the treating nurse practitioner. We have attempted on numerous occasions both by phone and through email to convince *** to come in and meet with the nurse in order to assess her claims of a lump and, if indeed it was due to the dermal filler injection, recommend a remedy. *** however kept refusing to come in for a follow up. It is incumbent upon the patient to follow up with the medical professional in case of any unsatisfactory outcome. Since *** is refusing to come in for a follow up, we are unable to assess and recommend the appropriate course of action. As for any refunds, Aura Laser does not offer refunds for any performed procedures. *** is, however, entitled to a partial refund of any and all pre paid procedures that are yet to be performed. We can provide a rundown of unperformed procedures and amounts paid should *** agree to a partial refund. 

  Regards

  Nafet 

   

  This is categorically false! I did go into Aura on May 17th and showed *************** quarter size lump.  She put on her blue gloves and felt it and stated, 'maybe it's a cyst.'  I have the email I sent to Aura confirming this - please see attachment. 

   

  I didn't go into Aura a 2nd time as ***** told me that Nafet wouldn't give me a refund for the filler.  I have lost all faith in their abilities to do anything remotely professional and went to Skintegrity to have the filler dissolved.  It took1 mL Hylaronadase (filler dissolver) to remove the unsightly lump.  The technician wrote in her notes that she had to us 1 mL which is a lot! She also stated that there was little to no filler in my lips!  Who wants a quarter sized ugly, unsightly, lump on the side of their mouth?  No one!  Aura should refund me for the filler- $850.

   

  They've stated that they'd refund me for unused services but didn't put an amount.  Why? I hope they act like a normal, reputable, business and do what's right.

   

  Thank you, BBB, for your help!

   

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

  also started that there appeared to be no filler in my lips!!!  Please see the attached letter from Skintegrity. 

  ****************** CEO Exec Launcher ************** ********************

  
  

  

  Business response

  06/23/2022

  Just to reiterate what we stated in our initial response. Aura Laser has a no refund policy for performed procedures. We stand by our position that the customer refused to follow up with us in person in order to address her concerns. Just because she was unhappy with the outcome does not mean that:

  1. Her concerns are valid.

  2. She is entitled to an automatic refund. 
  

  Again as we stated. The customer is entitled to a partial refund of any and all unused or unperformed procedures. Below is a list of unused procedures and the amount paid by the customer.

  One Scalp PRP $400 and 1 IPL for the dcollet $100 for a total partial refund of $500. 
  

  The 2 unused ******* eye lifts have a value of zero since they were gifted to the customer with her initial purchase. So in summary, total refund owed to the customer is $500. We really want to resolve this dispute amicably and request the customer be reasonable as opposed to emotional with her demands. We are ready to issue the $500 refund given the customer acknowledges that this is the only amount we owe her.
  

  Awaiting the customers response.

   

  Regards 

  Nader 

  Customer response

  06/27/2022

   
  Complaint: 17223508
  
  I am rejecting this response because:

  ***** has supplied no documentation.  He states that my 'concerns aren't valid.  Below is a letter from the nurse who removed the ugly 'lump' and states that 'there is very little if any filler in my lips."

  
  To whom it may concern,
  
  This letter is regarding our client, **************** *** came into our office on May 19, 2022 to have filler dissolved, in which she received at another location. Our nurse, ***************************, treated her with a total of 1 mL Hylaronadase in the following areas: both sides of philtrum and lateral to the lip corners, on the right side. Our nurse noted that the actual lips themselves had very little if any filler felt in them. There seemed to be approximately 1 mL of filler that was placed in and around the perioral area, that was in excess, and the client was wanting dissolved. The treatment went without complication and the filler was successfully dissolved.
  
  Feel free to contact with any questions,
  ***************************, RN
  
  ******************

  
  114 ***********
  ********, ** 98033
  ************
  

  ***** further writes

  "2. She is entitled to an automatic refund."  If this doesn't qualify me for a refund what does? 

  He's offering a total of $500 in refunds - $400 for PRP and $100 for dcollet.
  

   

  The following services have been paid for and not used:

  One full IPL is for ******************, and dcollet= $200
  2 ******* eye treatments $583.33 
  One PRP $400

  Total = $1,183.33

  He states that the ******* eye treatments were 'free as part of a package."  This isn't true. 

  If ***** were a reputable business owner, he'd also refund me for the filler @425 x 2 = $850

   

  Total for unused services = $1,183.33
  Total for filler = $850
  
  

  Total = ******************************************************

  

  Business response

  07/07/2022

  Below is the breakdown and chronology of what the client purchased vs. what procedures were used or performed. The net difference will be the amount of refund owed to the client.
  
  On 3/9/22 she purchased the following
  1 Procedure Fractional CO2 Laser for the Face                                    $1050
  1 Procedure Fractional CO2 Laser for the Neck                                   $700
  1 Procedure Fractional CO2 Laser for the Decollette                         $1000
  1 Restylane Syringe                                                                                         $550
  3 *** Procedures for Hair Regrowth for the Scalp                             $1200
  Total cost of procedures was $4500.
  
  On 3/9/22 client paid $3300 towards the balance
  On 3/9/22 client had the following procedures: Fractional CO2 for the ****************** and Decollette for a total procedures used equal to $2750.
  On 3/17/22, patient paid $1200 towards the balance.
  On 3/17/22 client had her Restylane injection and 1 of the *** Scalp Procedures for a total procedures used equal to $950.
  On 5/5/22 client had another *** Scalp Procedure for a total procedures used equal to $400.
  
  If you add the cost of used procedures above the total will be $4100. Client paid $4500. She also has 1 Unused IPL procedure from a while lback prorated at $100. So as I stated earlier, the total of unused procedures owed to the client is $500. The ******* eye lift procedures the client referred to were gifted to her with the purchase and she did not pay any money towards them. Again we are willing to issue a partial refund of $500 to the same credit card used by the client.
  
  Regards
  *****
  Tell us why here...

  Customer response

  07/12/2022

  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,  **************************** accept ******* offer of $500 - something is better than nothing.

  I have doctors notes proving what I'm writing about the horrible job injecting fillers.
  
  Aura is a 
  'make your skin crawl' kind of filthy
  -in their procedure rooms  which should be sterile!
  -the blankets are old, unwashed, and threadbare (lice? scabies? who knows?)
  -the owner is brazenly unethical and all about the money.  He could care less about his clients
  
  They injected 2mL for lip fillers (this is a LOT)!! I ended up with a HUGE, UGLY larger than a quarter size lump under my cheek and by my chin that I had to pay someone to remove!  NONe OF THE FILLER WENT INTO MY LIPS! 
  
  Skintegrity removed it (I WOULDN'T GO BACK TO AURA)  ***************************, RN, is the nurse who removed it and she wrote this
  
  "...  the actual lips themselves had very little if any filler felt in them.   There was approximately 1 mL of filler that was placed in and around the perioral area, that was in excess... the filler was successfully dissolved." [I had to PAY SOMEONE ELSE TO REMOVE IT!]

  ***** says 'we don't refund for products that have been used.'  Any ethical business would refund immediately and be mortified!  Not *****- he's doesn't care about clients! He's all about money, as dishonest as anyone I've ever met, and shamelessly unethical. 

  I'm reporting Aura to the Attorney General- clearly they don't know what they're doing and the filth is putting people's health in danger.

  Save your face, your money- 
  

  Avoid Aura like the plague!  
  
  

  Customer response

  07/24/2022

  I have still not received the refund.  Thanks!

  

  Business response

  08/02/2022

  As explained to you in the slanderous review you posted about us on ******* We need your credit card info. You can either call us or email us with the info.

   

  Nader 

  Customer response

  08/23/2022

  Here it is 
  
  Visa
  ***********************************
  Speak Genesis
  
  *******************
  05/27
  

  
  

  Customer response

  09/08/2022

  Yes, the money has been received from Aura today.  Thank you BBB!  
  

  
  

*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. ↩