shelley b on BBB
8 months ago
04/15/2021, 02:33 AM
Beginning of 2020 I signed up for their "Botox Club" which gave discounts for Botox and great discounts on the skin care products they sell in office. It was $20/month. After COVID hit, they closed down the Grapevine location for quite some time, but continued to charge my credit card every month until the last charge made on November 2, 2020.
In June/July the called to make an appointment and that's when I found out the office had been closed, their other two locations were open still. When I asked why I was being charged, I was told I would get a phone call back to answer that. No phone call ever happened, but they continued to charge my credit card. Months went by and I was about to file a dispute with my CC company and I get a call from Sona about making an appointment. I relayed what had happened and they said they would call back, which they did this time and told me they would REFUND me.
On 12/21/2020 I received a voicemail from an employee asking to confirm my mailing address so they could send me a REFUND check. I called back and verified my home address. A month later in January another employee called and said she just wanted to let me know that a check was being processed and that I should have it soon. I waited and no check arrived. So I called and spoke to an employee on 2/26/21 and she retuned my call, leaving a voicemail that said the REFUND check was still in process.
Fast forward to 4/15/21 I called in yet again to see where this REFUND check was and was told by another employee that they could issue me a credit for the other two locations that are about an hour drive from my home and that their corporate policy is to only to credits. NOT ONCE in any of the prior conversations or voicemails, that I have kept, was the word credit brought up. They were very clear in the voicemails that a REFUND was going to be issued. The employee I spoke to today actually tried to assign blame to ME because I never spoke to her...I had no control who I was transferred to when this all began.
Now I have to go through the trouble of having my CC company help me, if it's not too late for them to intervene. I was either lied to on numerous occasions beginning late 2020 or I was being lied to today. I will also be filing a report with the TX Attorney Generals office.