Sola Salon

This is an interesting complaint This person has talked to more than individuals in our company and received more than emails Our written policies are that we only provide refunds in the case of medical contraindications We provided her an opportunity to respond with the attached complaint form which was partially complete Her original complaint was that she got sick from the treatment After review of her complaint our medical director found no evidence of any contraindications Her own doctor told her the same thing (she put this in her email to us.) This is a standard policy in weight loss, and other body contouring systems The results depend on the consumer following our guidelines and we can not control what they do Hence the no refund policy After she was denied on the medical basis she started a series of other complaints He major issue was that she was not insists she was not informed Yet she signed and initialed a Informed Consent Form (attached) claiming she did not read it and signed it not knowing what it contained We are under no obligation to read to a client what we ask them to signFurthermore the in store signage exceeds state minimums for size and location Finally, her credit card receipt (attached) contains the same language about NO REFUNDS.We process more than patients a week We try always to please clients We maintain a full time Customer Service manager, toll Free number web site, Chat and more to respond to consumers We are diligent about working and responding to all customer complaints However, our policies are in place for a reason We provide adequate advance knowledge for most people to understand they are entering a procedure where results can only be achieved if they follow directions This consumer is confusing good customer service with our ability to agree with her position

I feel they are not still taking responsibility for their techs mishandling my consultation and I do not feel comfortable doing any business with this companyPersonally I feel they do not care about their customers and they are very rude and unprofessionalFurthermore have been fabricating and over stating my concerns As business, they did not have a visible sign in the roomThe room I was in was at the Minnetonka location and there was no sign about the return policyIn addition, their employee filled out the consent and acknowledgement forms partiallyLastly the employee had known I was using my daughter bank card as she seen the name on the card from a text message I received from my daughter the employee viewed card with my daughter’s name and typed the number into their payment screenI did not know this was illegal for me to use the card without my daughter presentI would have assumed the employee would have told me this information instead of processing the paymentThe sessions were to be used by the both of us but I was the only one who had the consult or signed anything 1st those picture presented are from their Maple Grove office, and I was in the Minnetonka siteThere was not a sign in the 6xroom only a medical table, desk, and shaking machineThere was a two tier shelving directly in front of medical table that was right above the desk, which had only there bottle of pills they were selling and wall clock2ndly, My initial concern was for my health and when I reached out the employee to express my concerns I did ask for a refund, and that's when I was told No refunds, told I would need doctors noteI said ok and explained that won’t be able to see my doctor until the following weekShe then provided me the personal contact number for another employee/managerWhen I reached out the 2nd employee/manager I was rudely told again of the return policyThe 2nd employee didn't want to ask any questions, express any concern or even try to actually talk to me to attempt to find a suitable solutionsI thought I would get a response such like sorry, we can hold off on your appointments until you meet with your doctorInstead, all I got was rude and disrespectful text messaging for the Manager She kept insisting that I seen a sign saying no refunds and accused me and my mother of arguing during the consultShe then goes on to tell me that the 1st tech stated she did not complete the consult correctly because of me and my arguingI took offense to this because me and my mother were not in fact arguing but joking with each other and the employeesWe all laughed and talked openly about the procedure, and the price but never about return policy or any medical paper work When the manager told me what the 1st employee said, I did ask if she is saying this because I am black, because this was the only explanation I could think of why they would believe me and mother were arguingI then said I am sorry we talk loud but we were never arguingShe then sent a picture of the refund policy from her Maple Grove office and I explained again, there was no sign in the room I was inI asked if she could call me so we can talk, she said we have nothing to talk aboutI asked what am I supposed to do at this point, she replied I don't know, but there are no refundsAgain, I was still waiting for her to suggest any type of solution instead of calling me a liar who was upset about the prices I said I was not upset about the price and that is why I purchased it that day, and it was my mother and I actually was trying to convince her to purchase the package as wellThe Manager talked to their employee but never me over the phone and I asked several times for a callAt this point I felt like my issues or concerns did not matter and the 1st employee was misleading the Manager about what actually took place that day and this is why and how the issue escalated and when it turned into a customer service issueI waited about days and did not hear anything from anyone at allThat's when I had my daughter submit a CC dispute and filed a Revdex.com disputeInitiated the BB dispute under my initial issue for medical reasons because that was my original issue and I had not seen my doctor at this pointWhen I sent an email to the CS team, I said I want to cancel all my appointments until I hear from the ownerI still asked for some type of amicable resolution because at this point I did not feel comfortable going back to the Maple Grove office or Minnetonka where the two employees workedThey never showed me the paper work that I filled out the day of my session I did tell them what my doctor said again I asked if they could talk to me and a least try to provide a reasonable resolutionAgain, the owner, manager, insulted me and employees called a liar someone who is irrationalI asked several times for someone to reach out by phone, and just talk to me so we can resolve the issueIt seems no one at this company cares about the customer and I do not feel comfortable dealing with them at all at this point They said I signed a contract and I explained I did not read the information because I was on the table with the lasers on me and the tech that day partially filled out the papers, and then signedThey say I was negligent for not reading them, and I explained I would have had I received them prior to my laser appoint and prior to starting my 1st sessionThey did not include the paperwork that was filled out the day of the first session that was partially filled out by their employeePlease have the company provide that as well I just want this over because I do not like the business practice of this company at all

This is an interesting complaint.  This person has talked to more than 4 individuals in our company and received more than 10 emails.  Our written policies are that we only provide refunds in the case of medical contraindications.  We provided her an opportunity to respond with the...

attached complaint form which was partially complete.  Her original complaint was that she got sick from the treatment.  After review of her complaint our medical director found no evidence of any contraindications.  Her own doctor told her the same thing (she put this in her email to us.)  This is a standard policy in weight loss, and other body contouring systems.  The results depend on the consumer following our guidelines and we can not control what they do.  Hence the no refund policy.  After she was denied on the medical basis she started a series of other complaints.  He major issue was that she was not insists she was not informed.  Yet she signed and initialed a Informed Consent Form (attached) claiming she did not read it and signed it not knowing what it contained.  We are under no obligation to read to a client what we ask them to sign. Furthermore the in store signage exceeds state minimums for size and location.  Finally, her credit card receipt (attached) contains the same language about NO REFUNDS.We process more than 1500 patients a week.  We try always to please clients.  We maintain a full time Customer Service manager, toll Free number web site, Chat and more to respond to consumers.  We are diligent about working and responding to all customer complaints.  However, our policies are in place for a reason.  We provide adequate advance knowledge for most people to understand they are entering a procedure where results can only be achieved if they follow directions.  This consumer is confusing good customer service with our ability to agree with her position.

I feel they are not still taking responsibility for their techs mishandling my consultation and I do not feel comfortable doing any business with this company. Personally I feel they do not care about their customers and they are very rude and unprofessional. Furthermore have been fabricating and over stating my concerns.  As business, they did not have a visible sign in the room. The room I was in was at the Minnetonka location and there was no sign about the return policy. In addition, their employee filled out the consent and acknowledgement forms partially. Lastly the employee had known I was using my daughter bank card as she seen the name on the card from a text message I received from my daughter the employee viewed card with my daughter’s name and typed the number into their payment screen. I did not know this was illegal for me to use the card without my daughter present. I would have assumed the employee would have told me this information instead of processing the payment. The sessions were to be used by the both of us but I was the only one who had the consult or signed anything.     1st those picture presented are from their Maple Grove office, and I was in the Minnetonka site. There was not a sign in the 6x6 room only a medical table, desk, and shaking machine. There was a two tier shelving directly in front of medical table that was right above the desk, which had only there bottle of pills they were selling and wall clock. 2ndly, My initial concern was for my health and when I reached out the employee to express my concerns I did ask for a refund, and that's when I was told No refunds, told I would need doctors note. I said ok and explained that won’t be able to see my doctor until the following week. She then provided me the personal contact number for another employee/manager. When I reached out the 2nd employee/manager I was rudely told again of the return policy. The 2nd employee didn't want to ask any questions, express any concern or even try to actually talk to me to attempt to find a suitable solutions. I thought I would get a response such like sorry, we can hold off on your appointments until you meet with your doctor. Instead, all I got was rude and disrespectful text messaging for the Manager.    She kept insisting that I seen a sign saying no refunds and accused me and my mother of arguing during the consult. She then goes on to tell me that the 1st tech stated she did not complete the consult correctly because of me and my arguing. I took offense to this because me and my mother were not in fact arguing but joking with each other and the employees. We all laughed and talked openly about the procedure, and the price but never about return policy or any medical paper work.  When the manager told me what the 1st employee said, I did ask if she is saying this because I am black, because this was the only explanation I could think of why they would believe me and mother were arguing. I then said I am sorry we talk loud but we were never arguing. She then sent a picture of the refund policy from her Maple Grove office and I explained again, there was no sign in the room I was in. I asked if she could call me so we can talk, she said we have nothing to talk about. I asked what am I supposed to do at this point, she replied I don't know, but there are no refunds. Again, I was still waiting for her to suggest any type of solution instead of calling me a liar who was upset about the prices.   I said I was not upset about the price and that is why I purchased it that day, and it was my mother and I actually was trying to convince her to purchase the package as well. The Manager talked to their employee but never me over the phone and I asked several times for a call. At this point I felt like my issues or concerns did not matter and the 1st employee was misleading the Manager about what actually took place that day and this is why and how the issue escalated and when it turned into a customer service issue. I waited about 4 days and did not hear anything from anyone at all. That's when I had my daughter submit a CC dispute and filed a Revdex.com dispute. Initiated the BB dispute under my initial issue for medical reasons because that was my original issue and I had not seen my doctor at this point. When I sent an email to the CS team, I said I want to cancel all my appointments until I hear from the owner. I still asked for some type of amicable resolution because at this point I did not feel comfortable going back to the Maple Grove office or Minnetonka where the two employees worked. They never showed me the paper work that I filled out the day of my session.   I did tell them what my doctor said again I asked if they could talk to me and a least try to provide a reasonable resolution. Again, the owner, manager, insulted me and employees called a liar someone who is irrational. I asked several times for someone to reach out by phone, and just talk to me so we can resolve the issue. It seems no one at this company cares about the customer and I do not feel comfortable dealing with them at all at this point.   They said I signed a contract and I explained I did not read the information because I was on the table with the lasers on me and the tech that day partially filled out the papers, and then signed. They say I was negligent for not reading them, and I explained I would have had I received them prior to my laser appoint and prior to starting my 1st session. They did not include the paperwork that was filled out the day of the first session that was partially filled out by their employee. Please have the company provide that as well.   I just want this over because I do not like the business practice of this company at all.