Complaints

This profile includes complaints for Juvly Aesthetics's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Juvly Aesthetics has 10 locations, listed below.

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  Juvly Aesthetics

  40 W Gay St Columbus, OH 43215-2811

• 

  Juvly Aesthetics

  1120 Polaris Pkwy Ste 202 Columbus, OH 43240-4042

• 

  Juvly Aesthetics

  4750 N Federal Hwy Fort Lauderdale, FL 33308-4609

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  Juvly Aesthetics

  404 S Barstow St Eau Claire, WI 54701-3667

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  Juvly Florida Inc

  4750 N Federal Hwy #302 Fort Lauderdale, FL 33308

The complaint text that is displayed might not represent all complaints filed with 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.

• Initial Complaint

  Date:11/05/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased buy one get one free Exosomes during a recent promotion. I had a horrible experience the last time I went, and complained to the customer service manager to no avail. The customer service here is horrendous...skeleton staff, constant turnover with no idea how to treat people. So, I decided to find another ****** to do my microneedling after going there seven years. I have one Exosomes treatment left and was told at my last appointment that I couldn't get it to take home, but could come in and get it applied there at a later date. Now, Juvly is saying I can't use it without another treatment of some kind, and the one I have left is the free one. So, they can't refund me. How ridiculous is that? They arbitrarily say the one I used was the one I paid for. I would either like to come in for the Exosomes only or receive a partial refund ($150) for the portion they are not allowing me to use. I see why they are not BBB Accredited.

  Business Response

  Date: 11/08/2024

  Re: BBB Complaint #********
  
  Thank you for bringing this matter to our attention. We take all customer feedback seriously and would like to address the concerns raised regarding our promotional package and exosome treatment.The customer purchased our promotional package which included "Buy 2 Genius + Exosomes, Get 1 Genius + Exosomes Free" at a significantly discounted rate of $2,198 (regular retail value $3,297).

  
  We would like to clarify several important points:

  
  1. Exosomes are a medical product that are administered as a post-procedure additive following either Genius microneedling or standard microneedling treatment.
  

  2. The promotional package terms and conditions clearly state that free items included in promotions have no cash value. The customer has already received three Genius treatments and two exosome add-ons, which represents the paid portion of the promotional package. The remaining exosome treatment was the complimentary portion of the promotion.
  

  3. The remaining exosome treatment is still available for the customer's use, but as a post-procedure product, it must be administered following either a Genius or standard microneedling treatment. This requirement is not arbitrary but based on medical protocols for safe and effective treatment. Per our promotional terms, this remaining treatment must be used within one calendar year of purchase (by July 22, 2025).
  
  We understand the customer's frustration, but we must maintain our medical standards and promotional terms. To utilize the remaining complimentary exosome treatment, the customer would need to schedule and purchase a microneedling treatment (either Genius or Standard), at which time we will apply the remaining Exosome treatment at no additional charge.

  
  We remain committed to providing safe, effective treatments while maintaining high standards of medical care. While we appreciate the customer's long-standing relationship with our facility, we cannot provide partial refunds for promotional items that have no cash value, as clearly stated in our terms and conditions.

  
  We hope this clarifies our position and provides a clear path forward for using the remaining treatment. We remain available to discuss this matter further and schedule the customer's treatment at their convenience.

  Customer Answer

  Date: 11/08/2024

  I am not surprised by their response. I have never once seen them agree with a client. I understand them wanting to uphold their "high" standards medically, but there is no reason not to apply this serum to my face. I have the extra Exosomes because one of their providers recommended I don't use it on my arms and that I save it for later. Then, the last time I had ** ************* *******, the provider told me I could come in anytime and get the treatment. Of course, this provider has left like most of the providers there. Why can't Juvly ever take ownership of their mistakes?
  
  Regards,
  
  ****** ****

• Initial Complaint

  Date:05/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/8/2023 while getting services at a juvly location, staff told me about a new promotion. The promotion was described to me as follows: “buy three microneedling sessions for $499. Submit a before/after picture by the end of January and you will have a chance to get that $499 back” Upon trying to use another microneedling session yesterday, I found out that the remaining two sessions had expired. In the verbal description of the promotion I was never told I had to use those three microneedling sessions within that time frame or they would expire. I never would have bought the package had I known this. So I paid 499 and got one microneedling session. The other two sessions are “expired”. How can you expire services that I’ve paid for? I’ve contacted the business and they refuse to do anything. I don’t want a refund or to get the promotional pricing. I would be happy simply having paid the normal price of $250 for that one session instead of $499. The money that “expired” can be refunded to my juvly wallet

  Business Response

  Date: 05/20/2024

  ******
  
  Thank you for bringing this customer complaint to our attention. At Juvly Aesthetics, we strive to provide exceptional service and maintain clear, transparent communication with all of our valued clients.

  Regarding ********* concern, we respectfully assert that the terms and conditions of the microneedling promotion were properly disclosed, both verbally and in writing. As evidenced by the attached promotional material, the key terms were clearly outlined, including:
  
  The requirement to purchase and complete all 3 microneedling sessions by January 31, 2024, to be eligible for the "win your money back" opportunity.

  The stipulation that any unused sessions would expire after January 31, 2024.
  
  Our staff is trained to review these terms with clients upon purchase, and we have confirmed that ******* was verbally advised of the promotion's expiration date at the time of their purchase.

  Furthermore, we have sold numerous packages under this promotion, and ********* complaint is the first we have received alleging non-transparency. This affirms our commitment to consistently communicating all pertinent terms and conditions to our clientele.

  While we empathize with ********* position and regret any misunderstanding, we firmly maintain that our practice adhered to proper disclosure protocols as reflected in the attached document. As such, we are regrettably unable to extend the expired sessions or issue a partial refund.

  Nevertheless, we sincerely value ********* patronage and welcome the opportunity to serve them again in the future. Our goal is to cultivate long-term relationships with our clients, and we remain dedicated to providing an outstanding experience.

  Thank you for your attention to this matter. If you have any further questions or require additional information, please do not hesitate to contact us.
  
  Best regards,
  ****** *****
  Juvly Aesthetics Customer Service Representative

  Customer Answer

  Date: 05/20/2024

  I was NOT verbally told the sessions would expire. The word “expire” never came out of my technicians mouth and I will stand by that.

   I do not visit instagram to look for terms and conditions that I never knew existed.

  This should be a simple customer service issue but I see that your company simply doesn’t care about their customers, but instead tries to make them look bad. Lousy. 
  

  Regards,

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