Complaints

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After the first few visits being completely RUSHED, I finally had a couple appointments with Nurse ***** and asked her if she could go slower and be more attentive while targeting the areas I came in for. She was amazing and made me so comfortable! She hasn't been on the schedule for six weeks and the receptionist told me she no longer worked there. I arrived for my appointment 30 minutes early by accident. The sweet receptionist thought she was doing me a favor by switching the nurse I was booked with to *****, the nurse who was sweeping and ******* to get the heck out of there for the night. When I got in the room she was completely RUDE and COLD. The complete opposite of Nurse *****! I told her all the areas my appointment was for and she kept telling me that she wasn't going to do areas even though I told her I saw regrowth. This meant that I PAID for areas she wouldn't touch out of pure laziness. I would tell her what spots and she would literally laser next to the area and hit it once- nowhere near the follicles. It was absolutely insane. She went so fast, too.Then it got worse. She completely put me down during the appointment and told me I didn't shave properly OR that I shaved TOO much that she couldn't see anything. LOLOL. It's literally your JOB to know where the spots are. It was clear *****'s forte isn't laser and that she was already checked out for the day. She refused to finish the last part of my list because she said I wasn't shaved enough but again, there was literally ZERO hair there. Inesa didn't touch the areas I was charged for and the areas that she did were nowhere near the correct sports and she rushed her way through. I don't see any difference in hair and by now it would have fallen out. I was so disturbed by that appointment that I am going to try a new place instead. I still deserve at least 50% of what I paid for services that day bc I got a 10% job. The manager ******* has completely ignored my three emails and four calls.

  Business response

  07/17/2023

  This patient came in for the laser hair removal treatment for three areas on the body. In the initial email that was forwarded to management was her concern for only one of the areas not being treated per the patients standard. After investigation it was come to managements knowledge that the only reason the treatment was not completed per patients expectations was because the patient had not properly shaved the area. In order to get a proper and effect laser hair removal treatment the area(s) need to be shaved. The provider then explained that she will kindly go around the area that were not properly shaved since the patient still insisted in doing the treatment area. The patient was not happy that the nurse had told her she did not properly shave and had taken offense to this remark. It is required that our providers educate our patients on all aspects of the treatment as we want to ensure our patient receive a proper treatment. After patient had emailed management asking for a refund on a package she has purchased for the one treatment area since patient was upset about the remarks regardless of everything being done in the patients best interest. We do value our customers so we did provide a refund of the package. The patient expressed her satisfaction and was okay with what management had decided on. After a few days, the patient then emailed to ask for a refund for the other treatment areas which she did not ask for nor complained about the first time. Patient emailed management on a Friday and management was not back in the office until Monday (patient was not ignored). Management then called patient as soon as she was back in the office, after speaking over the phone patient was refunded the full amount although that was not the initial asking or concern of the patient. 

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