ComplaintsforJoules Medspa & Laser Center

• Initial Complaint

  12/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a package of 3 IPL treatments at a special offer of $450. I was told the 3 treatments would give me the best results verse just purchasing one treatment. I was seeing a skin care specialist, ***** I went in for my first treatment and everything seemed to go as expected. When I came in for my second treatment, my usual gal, ***** was not there and they rescheduled me with another provider without checking with me first. I went ahead and agreed to seeing this new gal, Maddy. I had an unsatisfactory experience as this provider cut me twice with the dermaplaning part of the treatment and didn't feel the laser worked. I complained regarding my experience and was given a 'redo treatment' and I asked to see a different provider. I was setup to see **** and when I arrived they had me with Maddy again. I retold my experience and stated I asked to see another provider and then was told they didn't have anyone else that does this IPL. I was offered to see someone else for a different type of treatment. I purchased the **** not another type of treatment. I wanted the results with the 3 IPL. The manager was condensing to me retrying to explain she only had this one person that could do the **** however, I explained I come in for another IPL treatment with another provider and not sure why I was being put into this situation to see same person when I complained. I was very uncomfortable. All of this occurred with the manager, 3 workers (Maddy) and one other patron present. Finally, when I asked for the refund they said the owner could finish my treatments, felt forced. I was just uncomfortable being in this establishment by the way I was treated. They only would refund me 1 treatment ($225) stating I purchased a special package that was buy 2 get 1 free. Did I sign for that? At minimum I should have been offered 2 treatment refunds but I believe I should get full refund as I purchased 3 for best results and they were not able to deliver this service.

  Business response

  01/19/2022

  Hello,
  
  
  To begin, we have COVID restrictions in place - this is said to our patients. It's possible that if one of our nurses holds another job at a hospital they may need to see another tech until our nurses are cleared. This is a safety precaution for our patients and staff. She is aware of our Covid policy as every visit a covid consent is signed. Along with a consent form for each of her treatments.

  
  As for pricing:
  One session is $225. If you do 2 you get the 3rd free. ($450)
  ******** came in and as stated had a great first treatment (cost $225) 
  ******** came in for her second and was treated by our other specialist with the same education and settings. (cost $225) 
  This treatment provided the benefits but was unhappy because the skin did not have the same reaction as the first, which is typical with ongoing treatments. This was discussed. 
  ******** came in for her 3rd treatment and did not want to be treated by the same specialist (Madi)
  Our manager brought her to a private, calm room to come up with a resolution. ******** asked to be seen by someone else.  We offered her to be seen with the owner (in the private room and again she asked at the front by our receptionist.)  Again she declined.
  Since she declined her free treatment a refund in the amount of $225 was given on the service she felt unhappy with. 
  
  
  She paid $450. Per ******** she was happy with her first. She was unhappy with her second so we refunded it. At this point she is asking for her first treatment to be refunded when she is happy with the results and declines the free treatment.
  
  
  We happily refunded her treatment she received but there is nothing more to refund. 
  
  
  Thank you!
  
  
  
  
  

  Customer response

  01/22/2022

   I am rejecting this response because:
  I did not buy just one session.  I bought a package of 3. I was not sold the package as buy 2 get 1 free, so first that was miss leading and I never recall signing anything to that effect.  I would have never purchased just one session as I was sold this package as best results. The second treatment was 'unsuccessful', it did not work, and I was questioning if your machine was working plus I had a bad experience with the provider as well as she didn't seem confident in her knowledge and cut me twice.  Also, when I showed up for this visit, I was never told I'd have a different provider so that was also alarming when I arrived.  When I complained of my experience to *******, I was offered a redo session and at that time I had requested a different provider which was clear and granted.  When I came in to do my redo, the same provider that I complained about approached me for my treatment. The manager did take me to a room and tried to talk me into other services instead as no other provider that could do this same treatment.  It was not till the very end when I was back at the front of the business waiting room that I was then told the owner would make an exception to do this service.  I asked then why you didn't offer this right away.  I was very uncomfortable with the way your employees treated me and frankly, I showed up for an appointment to see a different provider and you didn't promise me that and tried to make me see the provider I had a bad experience this. Why did you have me show up for an appointment and have the same provider scheduled to see me? I am requesting a total refund (remaining amount of $225) for not being able to complete my treatments and bad experience.

  
  

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