I had moderate acne and went into LDI for a consultation. They told me that if I paid them $10,000 that they would do 4 laser treatments on me and that my skin would clear up, scars would be gone and I wouldn't break out again. "The skin on your face will look like the skin on the back of your hand." They did a good sales job and I paid the $10,000 and started my treatment. The process was intense. I drove 6-7 hours every month to get to their location and have my treatments done. They also put me on tons of creams and pills that I had to pay for which was not mentioned before. My skin got better but was never what they said it would be. They kept telling me "You have to give it a year or so, it will just keep getting better and better." My skin did get better. Not how they said but it was better for a while. In January of 2013 I completely broke out. It was frightening. I had never in my life had anything so severe happen to me. Over the next 5 months or so I called the office, they have one location open m-w-f and another open t-thur. I left over 4 messages on a voicemail and no one called me back. Two other times the phone forwarded me to the LA location because the Irvine office was closed. They told me I had to talk to the Irvine staff and took my name and number but no one ever called back. Finally today I spoke them and voiced my complaint and asked for a refund seeing as I was not at all given the service I was promised or the results. The office manager they had call me back was so extremely rude and even began yelling at me. She didn't want to see pictures or even hear about what had happened and told me that she would have to call me back later in the week because *** ******* wasn't in. Earlier when I called the receptionist she had put me on hold and gone over my file with the Dr. which is when she had this rude lady call me. So obviously he was there. I feel completely ripped off and do not recommend anyone give these people any money! I'm worse off than I was before LDI.
Product_Or_Service: Laser treatments
I was promised certain results in exchange for $10,000. I did not at all get what was promised to me and want my money back.
Final Business Response
February 10, 2014
BBB Silicone Valley
RE: Case #: XXXXXXXX
Patient: ******* *****
Dear *** ******
This is our response to the above claim and your letter dated January 31, 2014. Ms. ***** is entitled to no refund based upon the following facts, as supported by the contract and medical chart documentation:
*** ***** signed a non-refundable contract on October 6, 2010 and was given 6 months in which to complete treatments. This contract was for 3 laser treatments for facial acne/scarring for $9500, as well as 1 additional bonus laser treatment valued at $3500. (Treatments purchased individually are $3500 each per treatment per area.)
Patient was advised in the signed, non-refundable contract that she was purchasing a partial package and that we were recommending 3-6 treatments for optimal results. She did not purchase the full amount of recommended treatments.
She received all 4 treatments contracted for as well as an additional 5th treatment, valued at $3500, for no additional charge.
She was never told her scars would be completely gone and that she would never breakout again. In fact, the contract clearly states 40-50% improvement to old scars (after the full amount of recommended treatments). The contract also states additional treatments will/may be necessary for optimal results. The contract also states medical visits may be necessary at additional cost after completion of the laser package.
Contract clearly states **Medications are not included in the price of the package**.
All the above was acknowledged by the patient's signature and/or initials.
While we appreciated the distance the patient drove to get to us, she chose us and knew where we were located before she signed the contract.
Modifications were made to the contract prior to completion of the laser package as the patient became pregnant, which warranted a change in medications safe for use during pregnancy (during which time she had breakouts). Due to the increased breakout in her first trimester, we offered an additional laser treatment, valued at $3500, after patient delivered.
Patient miscarried shortly afterward and was able to resume her previously prescribed medications. However, we still honored our offer of the additional laser treatment, which was rendered on 5/11/2011. The patient was told the package was completed, however there is a 6-12 months lag period in which lasers continue to produce results. She was also told follow up medical visits were needed (which was insurance billable).
In July 2011, her medical records clearly state she had improvement in scars, was to continue to be on a medical regimen and was told to return to the office in 3 months.
The patient did not return for over 1 year. She went through a second pregnancy and self-treated, rather than return for continued care.
After the birth of her child, she returned twice and was restarted on medications. In October 2012, her acne was clearly better, but was told to return in December 2012.
She never surfaced again for another year (October 2013), complaining of breakouts. Clearly she was non-compliant in following through with visits as recommended by the physician.
I clearly spoke with the patient on several occasions in October 2013 and attempted to explain the contract to her as well as maintenance. There was no reasoning with her and the only thing she wanted to talk about was a full refund. I told her I would discuss her case with the doctor and call her back with his recommendations. She didn't believe me, called me rude and said I "didn't give a ****". She continued to call other locations trying to bypass me, rather than wait for the return call.
I spoke with the doctor and called the patient back, stating he was offering her an additional no charge visit and laser treatment, as long as she acted reasonably. I even stated *** ******* would work with a dermatologist closer to her area and try to keep her trips to our office fewer and farther between. I then told her the names of all the medications she had been on (which she wanted for another dermatologist) and she said she would call me back to schedule an appointment for some time around Thanksgiving. This never happened and apparently chose to complain to the BBB instead. We haven't heard from her since.
To summarize, we acted in good faith and provided all services as outlined in the contract, as well as provided additional bonus lasers valued @ $3500 each. The medical regimen had to be altered and contract extended longer due to the pregnancies. She did not follow through as recommended after completion of the package and did not return for maintenance as instructed.
In the patient's own words she stated she had nearly perfect skin in 2012! How can she state that and then ask for a full refund, stating treatment didn't work? It clearly did, despite the pregnancies and non-compliance. Not to mention that even a year later, we offered the additional visit and laser treatment at no charge; however, she never came back.
I hope this information proves helpful to you and that you will resolve this dispute in our favor. (The signed contract and medical records are available if requested, and release authorized by the patient.)
***** *******, MD