Complaints

• Initial Complaint

  11/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told during my consultation that, while it should be done in less than 6 treatments, I was "paying for a result" and they would do as many as necessary when I handed over $900 for my lip and chin hair to be removed. Having worked with **** in his prior job as a surgical tech, I was too trusting to ask for that in writing. In the year I've been going there they've had 3 estheticians, **** did most of my treatments then told me he was no longer doing it because he "didn't know what he was doing." I knew they were new to this business, and i chalked it up to inexperience. I didnt mind being a guinea pig, as long as they did what they said they were going to do eventually. I was told after my last treatment I needed to start paying for a membership. I repeated what I was told in my consultation to which his wife the secretary responded "he wouldn't have told you that, I sit outside the door and listen to all of his consultations." (I guess HIPPA laws don't apply when you're not providing healthcare ??) I was told that it's not their fault, I must have some underlying issue. (Men with full beards can have them lasered away, but apparently a brunette with a few chin hairs is a hormonal anomaly.) I was told **** would call me the following day, but he didn't.

  Business response

  12/06/2024

  Attached is her consent that states nowhere that this would rid her of all hair. it is for the BBB investigators eyes only.

  
  

  My Response to what appears to be her ****** review cut and pasted.

  
  

  Thank you for your review. I am sorry that you are frustrated with your outcome in your area of concern. It is unfortunate that you decided to behave in a manner that forced us to ask you to leave the office. I would have been more than happy to have an adult conversation and continue your treatments. I will not entertain your other ***** slander, but I find it interesting that you state you hope you save someone $900 yet fail to mention the over $5,900 in gifted treatments you received in our continued efforts to help you with your area of concern. Again, I am sorry, however it was your decision to throw a tantrum and threaten the ones trying to do everything in our power to help you. We care deeply for our clients and their time. We wish you nothing but the best.

  Edit

  Delete

  • I am a key opinion leader for the laser in question, to say that I said that I don't know what I am doing is slander and liable.
  • My wife is an owner not the secretary, and I discuss treatment plans for each client with her so that she can schedule appropriately. that is considered scale of care and not a HIPPA violation. To say that she listens at the door is untrue as well as slander and liable.
  • *** asked to receive a call during a Saturday when we are closed. She wrote her ****** review Before I had a chance to respond to her during our hours of operation. Furthermore, she sat in our lobby in front of other clients and berated my wife and staff and acted In such a manner that we were forced to ask her to leave. our establishment. She demanded to wait to see me until after hours.. when she was informed that I could not meet with her that night because we had we had to get to our son's basketball game as soon as we closed, she had no empathy or understanding for our family, which I found very disrespectful and degrading especially after all the times we have bent over backwards to accommodate for her.
  • If you look at her prior ****** reviews, she has a MO of loving a place for a while until she doesn't then decide to write a review. (unless it is a Friends of hers Biz)
  • She had 23 visits to write a write a positive or negative review, she did not. This is a strong-arm tactic, and I am not one that that will work with. I do everything in my power to help my clients and I make great personal sacrifice and invest emotionally in their outcome.
  • *** was never told that she had to pay any thing above the $900 she was told that before she was put on the schedule she would need to discuss with me how we were going to proceed with her treatment.
  • *** says that we pay for 5 star ****** reviews.  We reward our clients for taking the time to write a review no matter what the star.  I have two 1-star reviews, both received the in-office credit. It is unfortunate how she acted because she is no longer welcome back in our office and has been terminated as a client.
  • Never was she told that it would get rid of all of her hair.  
  • I witnessed her plucking her hair prior to her appointments in the exact spot that the same TWO hairs kept coming back. She was asked prior to each treatment if she had plucked and she stated no.  She was then reminded in a non-accusatory manner that if she did the laser would not work on the area in which he plucked.
  • We are a start-up. we are allowed to hire staff as we grow.  each time she was treated by someone different she was asked if that was ok, and she had no issue with that at all.
  • 
    

  Customer response

  12/06/2024

  Complaint: 22577244
  
  I have reviewed the business' response and am rejecting it because:
  I have given an honest review of my experience and what I was told.  The owner is not being truthful about several things: I hadn't plucked my hair since I began treatments per his instrucuction, and had left the hair clearly visible for every one of my appointments so they could see what they were treating, so there's no way he's seen me plucking it. The lady at the reception counter was the one who told me he would call the next day, this was not my request. I have no doubt this business has an audio/video recording of our conversation so feel free to present the evidence that my behavior necessitated my being asked to leave. This business made false verbal promises in exchange for my money. And now they are denying it and trying to justify making me go away. I'm not wrong for expecting what was told to me during our consultation. "You are paying for a result"
  
  
  Sincerely,
  
  *** *******

  Business response

  12/15/2024

  Thank you for your review. I am sorry that you are frustrated with your outcome in your area of concern. It is unfortunate that you decided to behave in a manner that forced us to ask you to leave the office. I would have been more than happy to have an adult conversation and continue your treatments. I will not entertain your other ***** slander, but I find it interesting that you state you hope you save someone $900 yet fail to mention the over $5,900 in gifted treatments you received in our continued efforts to help you with your area of concern. Again, I am sorry, however it was your decision to throw a tantrum and threaten the ones trying to do everything in our power to help you. We care deeply for our clients and their time. We wish you nothing but the best.

*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. ↩