Althea MedSpa

Review: I bought a Laser Removal package from Althea Med Spa in Fall of 2012 for a Large area.I noticed that after having a few treatments I started breaking out and wanted to get a refund for the rest of my treatments. I know I signed a paper that they do not refund anything back just credit back for products or other services. I have used their products and do not like any of their products. I don' t like their services since they have made me breakout. I also noticed the laser removal has not helped, my hair is still growing back. I asked them what if I do not want anything else from them since they can not satisfy me with anything and their services are inaffective and bad. Why am I bound to use them still because of a contract I signed saying no refund! They said I can give it as a gift to someone. Why would I do that. It is so expensive already to give as a gift to someone else. I missed an appointment with them once and I was charged for the whole service that I missed. Even doctors don't charge the whole amount for missing an appointment. Just because it states that in a contract I don't think its fair to charge the whole amount still.Desired Settlement: I would like them to refund my money back for the approximate amount of $350.00 please. Since I think their services do not suit me or my skin.

Business

Response:

Dear [redacted],

Review: I have received extremely poor, uninformed customer service as well as staff has neglected to provide all important information that I needed to know to avoid additional fees.

Upon my intial contact with Althea MedSpa, I consulted with someone named [redacted] over the phone inquiring about laser hair removal. I asked about their laser removal services and told [redacted] that I lived over 30 miles away and asked if they have adequate coverage for weekend appointments. She said yes we do, that would not be no problem. Also, that they are one of very few companies that provide laser services to women with a darker skin tone which is one of the primary reasons why I selected their company.

[redacted] scheduled me for a mid week late afternoon appointment for my first session and said that the only the initial appointment would be during the week but follow-up will be weekend appoitments. She took my payment for 6 sessions for partial face and 6 sessions for underarm area, told me to arrive 15 minutes early and that is it.

1) Arrived for my appointment 15 minutes early. As I am reading the paperwork I read that patients are required to shave all the area to be treated or patient will be charged a fee if Althea has to shave them. I was never told to shave the area, while making my appointment or anytime there after. So now I am facing an additional fee for something that I was never told I had to do, I confirmed with the consultant when she came out for a break with another client and I ended up going into the bathroom delaying my appointment.

2) I called Althea a few days prior to my initial appointment to confirm. They confirmed and at that time. I told the person on the phone that I did not get an email as stated I would and wanted to confirm my appointment. Upon arrival for my first appointment, I told the gentlemen at the desk that I never received a followup instruction email or a reminder email. He said emails are sent automatically and proceeded to check the system and confirmed that they had the correct email in their system. So I checked my spam/junk folder the next day, nothing from Althea. Next apponitment, same thing. To this date I have never received an email from Althea and the response that I continue to get is, all emails are sent automatically and they don't know why I am not receiving anything.

3) Due to work conflict, I called to cancel an appointment on Thrusday to cancel a Saturday appoint 48 hours prior. [redacted] said to me that Althea sends out reminder emails 72 hours prior and that I loose a session because my appointment was at 9 am and I since I called to cancel at 2pm and not 9am, my cancellation does not count and I will be changed. First issue, I have never received any reminder emails and I have told you and your collegue at least three times, so I would I see that cancelation policy?

4) Prior to purchasing a package with Althea, I spoke to [redacted] over the phone. I told her that I live over 30 miles away and need weekend appoints for this service. I asked her to confirm that they had enough flexiblilty to provide me weekend appointments otherwise I would not be able to do it and she said yes, they plenty of weekend appointments. She mentioned the first appointment would be a late evening during the week but going forward, they could be weekend appointments. Issues with available appointments from day of requests extended well over 2 months, and not the 5-6 weeks their establishment recommends for continuous service provide effective results.

The actual technicians that do the laser removal are great. The front desk staff/office manager that mananges the client communication, administation, appointments, etc. need A LOT of training.

I have had several issues with the lack of timely and accurate communication from their establishment which is unfairly costing me my time and mony. I told [redacted] that I was not paying a fee and that I need to speak to someone else. She refused and told me to send and eamil.Desired Settlement: Adjust my account to reflect the full balance of what has already been paid 4 paid sessions for face and 4 paid sessions for underarms without fee OR refund my money and I will go elsewhere.