SkinFusion Clinic

Initial Business Response /* (1000, 9, 2015/07/15) */
Client signed consent on 11/13/2014: First paragraph reads; The Light Pod Neo Laser is FDA approved for a variety of procedures including hair removal, vein treatment and wrinkle reduction. This form is designed to give you the information you...

need to make an informed choice of whether or not to undergo Nd:YAG laser treatment. If you have any questions do not hesitate to ask. Although the laser treatment is effective in most cases, no guarantee can be made that a specific patient will benefit from the treatment.
Client also initialed #5 of same consent which states: There is a possibility that the targeted hairs, veins or other treated areas will not respond to the treatment. This is often a function of the specific body chemistry of the patient, including the relative pigmentation and light absorption characteristics of the clients various body tissues.
This client is blonde pigment but did have some darker hair on legs. The laser uses the color of the hair to target the follicle.
She was informed from the first visit we were uncertain to her result because of hair color and we could do a trial. She is the one who insisted on continuing laser.
Industry standard is 75-80% reduction in hair.
We have approximately 50 photos which show this reduction. However, on last phone conversation client was hollering" It doesn't matter if it is 1 hair or a 100,I still have to shave!" Indicates an unrealistic expectation...
Our policy changed in April of 2014 from allowing clients to carry balances without interest from month to month and the number of hair reduction treatments per client is 7 and then touch up fees required. This is also industry standard.
This notice was mailed to clients, placed on front desk and reviewed with clients on laser sessions.
We have numerous notes on clients file reminding of policy and requesting payments.
Each of her sessions required 2-3 hours.
Client signed up for 4 Rosacea treatments for $400.00 She received 10 Rosacea treatments for that price.
Client signed up for 8 hair reduction sessions of face and upper and lower legs for $1250. She received 17 hair reduction treatments of bilateral legs and bikini area too.
She made last payment for bilateral legs in winter 2014. Her case was never sent to collections or had any late fees applied. The one call made to the cell number she provided was during her work hours-she let me know--I offered to call back or have her call back-she declined.
There are numerous notations in chart to dc her services and when owner asked technician why she continued to provide services, she stated the client was hostile and mad at her and also lied stating "'owner name' said I could come in until hair is gone-she said it was unlimited" On more than one occasion client was manipulative and dishonest in verbal interactions. Technician states she 'felt bullied'.
As to the one missed visit; there were two or three no call no shows from client. An apology was made for the time we left when she was late and an additional free treatment was added to make up for her lost time.
At this point, we believe there is no pleasing this client and we highly doubt any company would have tolerated her behavior and lack of payment for as long as we did.
Any other laser hair company will tell you she received at least 6-10 thousand dollars of free treatment.
We have numerous treatment sheets and photos but will not waste our time uploading.
WE MOST CERTAINLY WILL NOT RETURN HER MONEY OR SEE THIS CLIENT IN THE FUTURE! IT IS BECAUSE OF CLIENTS LIKE THIS THAT SMALL BUSINESSES END UP OUT OF BUSINESS...
Initial Consumer Rebuttal /* (3000, 11, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In the intial consult I explained that I was not interested in a hair reduction as long as I had to shave it didn't matter how many hairs were there.
If I had been told I was paying for a certain number of treatments I would have insisted the technician complete full treatments instead of skipping areas like the back of the legs when treatment times went long.
Some technicians will state things like the hair disapears first in the bony areas, and then the next technician will state the hair is picked up better in the fatty areas. Every 3 weeks is the hair cycle, and then it was changed to schedule apts every 6 weeks as its the hair cycle. There is no consistancy between what the technicians state.
I was told during the initial consult that the laster was picking up the hair follicules really well, and was encourage to continue treatments, later I was told we dont expect results until the 7-8th treatment.
On the phone I was told that the company was mislead in purchasing the laser and it wasn't as good as they thought.
I asked if it was necessary to purchase rosacea treatments and hair removal in the same area, after paying for both treatments when I asked why they were no longer doing both treatments I was told its uneccessary as its the same laser. I consulted with another hair removal company and they advised against getting treatments for 2 different things at the same time. While consulting with this company I was told they were unaware of a laser that exists that would be able to remove the facial hair I have, and that if a company is telling me they can to be very hestitant. at this time I had already paid Skinfusion for the treatments.
When asking for statements most employees are not able to even print a statement.
The very dark stumble hair on my bikini line is not removed and per SkinFusions statements this should have been the easiest hair to remove.
Final Business Response /* (4000, 13, 2015/07/23) */
Again, this consumer has had 17 leg treatments at significantly reduced rates and 10 facial laser treatments over 1 1/2 years!
She called during a radio show for a package of 8 treatments.
We have over 50 photos that prove she had significant hair reduction. We have many chart notes with documentation to support we worked very hard to try and appease this client. There are numerous reports of client verbal abuse of staff, no shows, forgetting her check book...
It would be interesting to find out what the second company quoted for these same services. Notice she did not include their pricing?
We had another client go for a price check to one of our competitors: Simply Smooth wanted 3800 for underarms and brazillian for 5 sessions.
Our client paid 1650 for 27 total treatments over a year and one half! We fail to see how she thinks we owe her.
If she is so unhappy with our services why would she still want to come back? Why has she not gone to the second opinion company? I believe the answer is because no other company would provide the services we did at our prices.
We no longer provide hair reduction services. We are a medical spa providing dermatological care.
We believe this laser is not as effective for hair removal as other lasers even though there were significant hair reductions--we had to do far more treatments to get results. We did due diligence and more with this consumer.
She was extremely rude to staff, hung up at least once on all of us, shouted at us became belligerent and hostile. She bullied staff to get her way and was dishonest by telling my staff I said" she could have unlimited laser treatments" No laser service company would ever tell a client that...
We discontinued services to protect our staff from her bullying behavior. In fact this complaint is just another tactic for her to get her way.
The mere fact she admits she wants all hair gone shows body dysmorphia and unrealistic expectations. There are no hair reduction companies who can fulfill that unrealistic goal.
She was given a referral to a very good company in town by us.
Again we have consent dates and signatures indicating results of any kind were not guaranteed as per industry standard-as even something so common as birth control meds can alter results.
We believe anyone who reads this will agree we have done more than the client paid for. She is not entitled to more treatments or a refund.
In fact the client actually owed us touch up fees for the additional 7 treatments per company policy but she refused to pay. We gave her 3 free treatments to get better results.
Again, she wants everything for nothing. We do not believe she can be satisfied.