Complaints

• Initial Complaint

  19/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 29th, I received laser hair removal to my lower legs and laser rosacea treatment to my face at First Impressions Rejuvenation Clinic in ******* ***  I informed the nurse about my tattoos before treatment and she took note of their placement before beginning the session, however still hit my tattoo with the laser, resulting in severe burn and also burning the right side of my face (cheek). The RN did not cover my tattoos, and I was not asked to fill out an incident report. There was a clear lack of urgency from this clinic in ensuring that preventative measures were taken. I reached out almost daily, as I was more concerned about my condition than they appeared to be. Fortunately, I have kept a complete record of every call, voicemail, and text message. Just before returning from a work trip in ********** I contacted the clinic to provide updates and emphasize the urgency of being seen. However, they refused to see me virtually, despite the fact that I was unable to safely get to their clinic after being awake travelling for over 24 hours. Sept 12th I virtually saw a NP who ********** ****** ****** *** ****** to treat **********, & follow up with my doctor. September 18, I followed up with my doctor *** ********** ********* and to follow up in 7 days. On October 2, Dr. **** ******** ************* called to schedule an urgent appointment. Oct 28th dermatologist confirmed that my leg is ulcerated and stated they could not determine repair until the inflammation subsides, which could take up to a year. Despite my multiple efforts to resolve this directly with the clinic—such as leaving voicemails at both the ******* and ****** locations, and requesting a call from the owner and medical director—I have yet to receive any response from either. I am unwilling to continue waiting for them to address this issue.

  Business response

  28/11/2024

  Client was contacted multiple times and advised to come in to see staff for assessment, she continuously refused. She was offered a refund, multiple times for remaining services, that were signed for by her, as nonrefundable (the initial purchase amount was for $921, due to a discount for nurses – she misrepresented herself as a nurse). She refused to come in for her refund despite being invited to do so multiple times; the refund, for nonrefundable services was offered due to her harassment of staff including threatening one staff member, ****** **** ******** ** *** ******* Refund was mailed via ****** ***** 

  Customer response

  28/11/2024

   I am rejecting this response because:
  Client was contacted multiple times and advised to come in to see staff for assessment, she continuously refused. This information is not true and phone records, and text messages can be provided to support. I would not be wasting my energy if the business would have taken accountability and responded to me directly.

  She was offered a refund, multiple times for remaining services, that were signed for by her, as nonrefundable (the initial purchase amount was for $921, due to a discount for nurses – she misrepresented herself as a nurse) - I never represented myself as a nurse, I understood it was an essential worker discount.

  She refused to come in for her refund despite being invited to do so multiple times; - I contacted **** ****** ******** ****** today and was advised they have no information regarding this. If a complaint was made I would have been contacted by a ****** ******** I provided all the information in the response, they are looking further into this and will return my call. This is now become very serious as it is defamation of character and lying about filing ****** ******* on a situation that did not happen. The will be receive a response **** * *******

   

   

   

  
  

*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. ↩