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SAN DIEGO (KGTV) -- A La Jolla store in an upscale mall is facing scrutiny from customers who told Team 10 they were misled after buying hundreds—even thousands—of dollars worth of skin care products.Team 10 spoke to at least two customers who had similar complaints. When they tried to return unopened products, they said they were sold lies.Christianna Ortiz regrets walking into Gold Elements at the UTC mall on La Jolla Village Drive.“I’m honestly very embarrassed I fell for it,” Ortiz said.Last summer, she said Gold Elements employees encouraged her to purchase products, including a skin care regiment.“He wanted me to buy it for 0. I said yeah, that's not going to work. He said I'll tell you what, I'll throw in a facial and I was like, now that sounds interesting, but I don't want to come here alone. I'll throw in two facials,” Ortiz said the employee told her.When she went to her appointment, she said employees would not give her the facials she paid for.“I said, I want to return the stuff then and he said no return.I said I paid for something that was an outright lie,” Ortiz said.Ortiz said they never told her there was a no refund policy.She disputed the charge with her credit card and could not believe what happened next.“They sent me back the copy of my receipt along with another sheet of paper that listed the refund policy. I had never seen that sheet of paper, didn't exist!” Ortiz said.“You’re hustled,” said Sharon Garrow, another Gold Elements customer.Garrow spent nearly ,500 on products in September. She admits spending more than she should. When she tried to return the products the following morning—less than 24 hours later—she said she was not allowed to.She went to the store Saturday, where she said an employee told her there was nobody who could help her. She went again on Monday. “He [said] there’s no return on [these] products,” Garrow said.It was on her receipt, but like Ortiz, she signed on a computer and said the policy was not visible on the screen. She said nobody told her anything in person and there were no signs in the store that customers could see.A Team 10 investigative photojournalist also visited the store. He also did not see any return policies in the store.On the California Attorney General’s website, it says: “Stores that do not accept returns must clearly display their policy.”The California Civil code states that retail sellers shall display their policy “either on signs posted at each cash register and sales counter, at each public entrance, on tags attached to each item sold under that policy, or on the retail seller’s order form, if any.”Goods that cannot be resold due to “health considerations” are an exception. Both women said they never opened the Gold Elements boxes before trying to return the items.When Team 10 visited the store to get answers, there were no managers available to talk to us. An independent esthetician told Team 10 to contact a Gold Elements promoter. That person did not call back.Less than an hour later, a man who claimed he was the owner called Team 10 and said they always give the best help to customers and have not had problems with refunds. The man would not agree to an in-person interview, saying that he was not in town.He told Team 10 all future communication would be with his lawyer, but would not give his lawyer’s name.It was a different story on the Better Business Bureau website, where the store has an F rating. A 2017 class action lawsuit filed in Northern California against Gold Elements products and affiliated companies.Part of the complaint was that “complimentary facials” were not honored when customers tried to use them.““If I got taken, so many other people are probably getting taken. Somebody has to stop it,” Ortiz said.Team 10 discovered the La Jolla store could also be violating different state code.On Gold Elements’ wall is a price list for facials. The Board of Barbering and Cosmetology, under the California State Department of Consumer Affairs, said a business that charges for facials should have an establishment license.The store has no record of that license.The women have a warning for others.“It’s not like I’m a dummy,” Ortiz said. “Do what I usually do. Check reviews ahead of time.”The Attorney General’s office said if any customers have concerns about a return policy, or lack of one, you can file a complaint with their office. 4419

SAN DIEGO (KGTV) — A San Diego company says they have the solution to make people recycle more and get back the money they spend on redemption fees. One Earth Recycling wants to put the redemption centers in high-traffic areas like malls and grocery stores, rather than their usual spots in industrial areas of the city."Our goal is not to try to exceed people's expectations of recycling, we're trying to develop a whole new category of recycling," says One Earth CEO Josh Turchin.RELATED: California considers overhaul of bottle and can recycling programEvery year, Californians leave hundreds of millions of dollars on the table because of unredeemed cans and bottles. Turchin says the biggest problem is that it's not easy to find redemption centers, and they're not always the most welcoming of places."This program has been hijacked by opportunistic operators who have just strip-mined the model and operate it as inexpensively as possible," he says.To counter that, Turchin plans to open 100 small-scale redemption centers at malls and grocery stores across California. Putting them where people already shop will make it easier for them to bring back redemption bottles and cans."We focus on marketing to the soccer mom set, kids and across demographics to make recycling something everybody has access to," says Turchin.RELATED: Residents voice concern over North San Diego County recycling center projectThe first One Earth Recycling center is already set up at the Westfield Mission Valley parking lot. The refurbished shipping container takes up just five parking spaces and lets people bring back bottles, cans, electronics, wiring, glass, and many other items that can be recycled.Turchin says the stores can benefit from the extra customers that will come for the recycling and stay to shop."We're trying to make recycling as pleasant and user-friendly as any other kind of shopping," says Turchin "Let's take the stigma out of it and make it part of what you think about shopping."RELATED: RePlanet, California's largest recycling business, shuts down all redemption centersTurchin's small redemption centers come as the State Senate debates a bill to change the way California's redemption program works. The new rule would make it the responsibility of the manufacturers and distributors to collect the cans and bottles and pay back customers. They say it's necessary as more than half of the state's redemption centers have closed in recent years.Turchin says he's glad to see changes to the system, but doesn't think they need to be that drastic."A solution like what we’ve developed is really what needs to be in place," Turchin adds. 2663

SAN DIEGO (KGTV) - A local family is desperately pleading to individual ICE officials to let them see their patriarch for the first time in 19 months. The Bakala family is seeking asylum after they say they barely escaped death in the Republic of Congo. Once they reached San Diego, the family of nine was separated.17-year-old Marie Louise Bakala should be focusing on college. But right now, that is on hold. "I am getting stronger, but it is not enough because I need my father back," Mari Louise said to the St. Luke's Episcopal Church congregation in North Park. The Bakala's left a comfortable life in the Republic of Congo. Father Constantin was a computer engineer for the Ministry of Health. His wife Annie Kapongo was a shop owner and mother of seven. The Bakalas say it all changed when the new government stepped in. Kapongo says because of Constantin's occupation, the family was targeted, brutalized, and even sexually abused by Congolese authorities. Fearing for their lives, they came to San Diego in 2017 to seek political asylum."This family came across a world come to a country that will protect them, but instead, it has only been a continuing nightmare," Pastor Colin Mathewson said. Annie Kapongo was released with an ankle monitor with the seven kids in San Diego. Immigration and Customs Enforcement [ICE] authorities detained Constantin in the East Coast alone. In February, a judge rejected Constantin's asylum case and appeal. But in March, he as given an emergency stay. Just last week, he earned the right to appear in front of a judge again, this time with a lawyer. Friends and staff of St. Luke's are now pleading with ICE to grant Constantin parole, to be with his family. They say it would be a show of good faith, just as the Good Samaritan did in the Bible."There is an assistant field director, and there is a deportation officer out there in Atlanta," Pastor Mathewson said. "We are asking Christine and Michael today to help somebody that needs so much help. After 19 months of detention, to bring him back home with his family as he awaits his next court date.""I hope that he will be here with us and we will be a family again," Marie Louise said."Please, please help me," Kapongo said through a French translator. "Send me back my husband."Last year, the couple missed their 20th wedding anniversary because Constantin was detained. If he is not paroled soon, he will also miss his eldest daughter, Marie Louise's 18th birthday. The family's next court date is September 25, 2019. 10News reached out to ICE for comment on this case. Our calls were unreturned. 2612

SAN DIEGO (KGTV) - A lawsuit was filed on Monday in San Diego County Superior Court against the County of San Diego, Registrar of Voters and other entities related to the ongoing battle over the future of the Julian volunteer fire department. Attorney and mayoral candidate Cory Briggs filed the suit and told 10News that the claim is that a group of former volunteer fire department board members made the decision to dissolve the department in secret meetings, and the County allegedly let it happen. For the past two years, locals have been in a contentious battle over the future of San Diego County's last all-volunteer fire department. Many residents believe the County should take over the department because it has more resources and money.Opponents don't trust the County and think that the department's volunteers can do a better job on their own. This morning, an independent regulatory agency conducted a final vote in favor of dissolving the department. A hearing on this new lawsuit is scheduled for Wednesday morning. 1041

SAN DIEGO (KGTV) - A San Carlos family hit hard by the pandemic is picking up the pieces after a fire gutted their home.Raegan Gaedke's brother shot cellphone video of smoke pouring out of their home on Verlane Drive on Sunday evening. Minutes before, Raegan, 16, and her brother Ryley, 17, had returned home from a grocery run, before discovering smoke in their parents' bedroom."Ran and got my dog out. My brother turned off the power and got the fire extinguisher, but it was too late. The fire spread too much," said Gaedke.Their mom Cyndi, who was visiting relatives, says fire crews later told them the cause was a window air conditioner. The home they had been renting for the last 12 years is a total loss."So hard for me to comprehend we have nothing. It's all gone," said Cyndi.Cyndi says they did not have renters insurance. It's a purchase set to the side."You think you'll get back to it, and you don't. Won't make that mistake again. It's hard to describe how stressful this has been," said Cyndi.The stress levels already high since the start of the pandemic. Cyndi's husband, the breadwinner of the family and a commercial fisherman, has been out of work. His job counted on now-grounded international flights for shipping. The amount of money they family is receiving from unemployment is modest. Paying the rent had become a concern."We did have quite a bit of savings, but that's all gone. it's been tough and awful. My husband has had a lot of anxiety, as well as me," said Cyndi.Right now, family members are staying with relatives. A Gofundme campaign has been set up to help the family. 1617