Complaints

• Initial Complaint

  01/16/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I won a raffle at my gym for a service. I was contacted by the company the following week that stated I had won a free service when I went in for my consultation. I was told I could choose between two different services I chose to do a micro needling radiofrequency procedure. I was told that I would need at least three treatments to see any results. I asked specifically in my consultation how much it would cost. I was told during my consultation that the first one is free since I won the raffle and I would only have to pay for the other two treatments. However, at my first appointment before the treatment started, I was told it wasnt gonna be a full face treatment, which I stated multiple times that I felt misled that that wasnt how it was described to me and then told I can come back for the other portion of my face. After the treatment I was severely swollen, could barely open my eyes for three days straight I was told by the provider that they would be checking phone calls all week long. If I had any issues I called every day. No one ever called me back. I called Monday morning twice before I got hold of someone at that point in time I already had been told multiple times a lie in my opinion I was never told that that amount of swelling was possible side effect. I was told there could possibly be light swelling, and some redness. I attempted to call the provider multiple times to get a refund as I was no longer going to continue with the other two treatments. Over a month later, someone finally called me back and told me that it technically wasnt a free service when that was never stated. I was told that I won one free service multiple times. I have been told multiple times that someone would call me back the following day. It has now been over a month since this conversation and no one has called me back. I have attempted to get a refund since Monday November 25, 2024. Im still being charged as of today.

  Business response

  01/16/2025

  1/16/2025
  
  Dear Ms. *************************************** you for bringing this matter to our attention. We sincerely apologize for the issues you experienced with aesthetics treatment you received and any misunderstanding from the raffle prize. I understand your frustration regarding the payment structure. 
  
  
  We have thoroughly investigated your concerns and have taken the following actions to resolve the situation:
  We have reviewed the raffle conditions, which included 1 free treatment with the purchase of the package.  You were charged appropriately for the Morpheus8 face package (of a total of 3 treatments which included 1 free treatment) and the post procedure recovery kit which was given the day of your treatment. 
  We have reviewed the treatment consent and clinical documentation which demonstrated the zones of treatment of the face during your Morpheus8 treatment to ensure these are accurate. 
  We have reviewed our call logs and have improved call response times as well have noted our communication logs with responses with your concerns post treatment. 
  We have reviewed our refund policy and have offered a courtesy in office credit for your balance of the remaining treatment, which has been applied to your account, and I can extend that credit without expiration. I can also offer a partial refund of the total amount (the total amount minus the services rendered) in lieu of the in office credit if you prefer. 
  
  
  We are committed to providing excellent customer service and value your feedback. Please feel free to contact us directly at ************ or ******************************** if you have any further questions or require additional assistance. 
  
  
  
  
  Sincerely, 
  Ami **** ****, MD

  Customer response

  01/17/2025

  Complaint: 22817116
  
  I am rejecting this response because:
  You yourself never mentioned anything in the office when I spoke to you about it being part of a package deal as well as when you were advertising at my gym I have spoken to my gym manager as well and other members who spoke to you directly and that is not what you stated! My husband also was standing right next to me when you said it was a free treatment. I am entitled to a full refund as you never mentioned anything about it being a package deal as well as when we discussed the treatment plan it was a full face. Those are verbal communications from you. You misled me and that is on you and your practice.
  Regards,
  
  ****** ********

  Business response

  01/21/2025

  Dear Ms. ******************* you for bringing your concerns to our attention. I sincerely apologize for any miscommunication regarding our raffle policy.

  I would like to clarify that our raffle policy has remained consistent over the past year across all events. The policy stipulates that one complimentary treatment is offered with the purchase of a package, with a potential value of up to $750. This information is communicated to the raffle winner by our office staff when they announce the winner, as well as during the complimentary consultation where a personalized treatment plan is developed and we personally discuss the treatments.

  Regarding your treatment, you were charged $1,040 for three Morpheus8 face treatments, which is a discounted rate from our regular price of $2,000 for the same package, inclusive of the complimentary treatment. Additionally, you opted to purchase our post-procedure recovery kit, which includes cooling cream, SPF, and serum for $150. Therefore, the total amount charged came to $1,190.

  While our office maintains a specific refund policy, I am pleased to offer you a partial refund of the treatment package. We can not refund the optional post-procedure recovery kit you purchased on the day of treatment. Please feel free to contact our office at ************, and I will ensure that your request is expedited.

  Thank you for your understanding, and I look forward to resolving this matter satisfactorily.   

  Sincerely, 

  Ami **** ****, MD

  Customer response

  01/25/2025

  Complaint: 22817116
  
  

  Ami **** ****, MD

  I am rejecting this response because:

  I have been trying to reach you directly since November, but to date, I have not received any meaningful follow-up. On December 30, I spoke with ******, who assured me that I would receive a callback the next day a promise that was never fulfilled. Since then, Ive called twice without any response.  Your company has my information and I have asked to directly speak with you but still nothing.

  While I understand your policy, I must emphasize that this was never clearly communicated to me upfront. I entered the raffle directly with you, had my consultation directly with you and you also performed the procedure. During the consultation it was never discussed that it would only be a partial face treatment, I only found out  on the day of the procedure. You yourself also informed me that the service would be free, without any mention of the requirement to make a purchase in order to access the free service. This would be an unusual, and frankly misleading, practice for a raffle paying thousands of dollars to claim something that is supposed to be free. To my knowledge, giveaways of this nature do not require a financial commitment.

  Moreover, the procedure I underwent was a failure and caused immense complications which I had to seek medical attention.  I cannot continue with this service even if I wanted to, and I refuse to invest any further money into something that was supposed to be free.  I am requesting a full refund for the services I neither wanted nor received as expected.  I do understand there is a $150 charge for the kit which I'm fine paying, but you need to call me for payment.  I now feel like I am needing to file with the Texas ************* for the blatent dishonesty you are now stating. Again, I have called several times with no return call, I received multiple incorrect and statements and I'm only now getting a response because I'm having to file one here.

  Please address this issue promptly.
  Sincerely,
  ****** *********

  
  
  Regards,
  
  ****** ********

  Business response

  01/27/2025

  Dear *** *********, 

   

  You will be receiving an email with a refund agreement to process your refund.  

   

  Thank you. 

   

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