Complaints

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a package of 6 Evolve *********** sessions for $2000.00 on 4/30/2022. I was not able to use my purchased sessions due to faulty equipment and /or lack of staff training. ******** attempted to work with me and explained staff was not operating equipment correctly and equipment was not broken as I was told. ******** told me she would start my purchased package sessions over due to unsuccessful operating of equipment by staff. My next visit was another equipment "not working" and was video recorded by staff to show management. When I emailed ******** to about continued problems with my visits she did not respond. I understood ******** to be a manager. She discontinued communication with me. When I called to speak with her another staff member relayed a message from ******** saying the problem was my body not them.

  

  Business response

  03/17/2023

  Hi *******,

  I had a chance to pull her file and have all the information....

  On 4/30/22 ******** came in for a treatment and consult and had it done she purchased 6 more treatments for $2000

  We told her she needed to come in every **** days for this treatment to follow protocol.

  she was scheduled to come in may 12 and cancelled the appointment 

  She came in for her next appt may 21^st and during that session everything on the machine was working correctly, but she was saying she wasn't feeling the *** on the applicator.  2 of the techs that know the machine well facetimed me to see if I could help.  The machine was working without any issues 

  The next time she came was *** 26^st and I did her treatment and spoke to her at length about following protocol and other things to help improve results She was very happy with me and the service when she left that day.  She called me sometime in the next week and said something had come up and needed to cancel all of the treatments she had scheduled (6/6, 6/16, 6/23) at some point she must have called back because she came in for treatments 7/7and 8/5.  I had not heard from ******** since she called to schedule her appointments. I didn't receive any messages from the staff or any emailed from her.  I'm not sure what she is what she is talking about in her statement saying the problem was her body.  I'm not sure what the "problem" is that she's referring to.  

  She did 4 of her 6 sessions and paid $2000 for 6 treatments so that is $333.33 per treatment.  We would be willing to refund her for the unused treatments. 

   

  Thanks,

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

  Envy Skin Clinic

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

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