Body del Sol Medical Spa

Initial Business Response /* (1000, 5, 2015/08/12) */
My name is [redacted] and I am the Director of Spa Operations at Body del Sol Medical Spa. I received your letter regarding the case# noted in the subject line.
I have attached a few supporting documents for your review and proof against...

the false statements by [redacted]
#1 We have a Cutera Xeo CoolGlide Laser Hair Removal System. It is a TRUE Laser Hair Removal system. Ms. Saarti is fully aware of this because when we last met on Aug 6th 2015 she asked me what kind of system we had, and I spelled it out for her.
So her following statement is FALSE that we used an IPL on her.
#2 We have performed over 18,000 laser hair removal treatments since we purchased the Laser Hair Removal System in 2012 apparently it has worked on these patients! (report attached)
#3 [redacted] Laser Hair Removal Consent Form - states
"I hereby authorize Body del Sol Medical Spa, permission to perform laser hair removal by a Registered Nurse under [redacted] M.D Medical Supervision. I understand that this procedure works on the growing hairs (anagen) and not on dormant hairs. I understand that I will require several treatments to obtain a significant, long-term reduction of hair growth. I understand I may experience fewer, thinner, lighter, slower re-growth of hairs, temporary hair loss or permanent hair reduction. I understand that it is only effective on hair with color and does not treat white, grey, blond, or red hair. I understand that genetics, hormones, medication and hair color may interfere with hair loss and that I may not respond at all."
#4 The hair that is left on her legs is blonde, there are some random brown hairs but she has only had six treatments on her legs. She DOES NOT have the same amount of hair as she did in the beginning of her sessions. The ad did say "^ laser hair removal treatments" and she did receive all 6 laser hair removal treatments. At no time did the ad say " all your hair is guaranteed to be removed in 6 laser hair removal treatments" .
The consent form states a patient requires several treatments. It also states. Only effective on hair with color and does not treat white, grey, blonde or red hair. Again Ms Saarti is fully aware of this because it was all discussed with her during her consultation and pre/post instructions 2/17/2014.
On 5/1/14 I met with Ms [redacted] as she had one session of laser hair removal on her underarms and two sessions of laser hair removal on her legs and was complaining that all her hair was not gone. I explained to her the process and that you don't visually see a significant change until the fourth treatment. She only purchased a package of 3 for her underarms and a package of 6 for her legs. Off the top her underarm was not going to be completely gone.
I also explained to Ms [redacted] that everyone is different in their reaction to laser hair removal. Asians and American Indians do not have a lot of hair and 6 treatments should suffice whereas Italian, Armenian and Most Middle Eastern are a hairier culture and would require more treatments. Then there are hormonal issues (which she listed on her medical history), medications (which she is also using a myriad of high prescription drugs), and menopause - another factor she is experiencing - So of course she will require more. When explained to her and reminded her that all this was explained during her consultation - she replied "oh yeah".
When I last met with Ms [redacted] on Aug 6th, I heard her out once again, I explained to her once again and still offered her a complimentary laser hair removal treatment - she refused said it doesn't work for her. That she wanted a full refund. I told her I was not giving her a full refund because she received all her treatments on all body parts, her hair has significantly decreased (Another FALSE statement NO CHANGE as she rants) and she wasn't getting a full refund.
She then asked if she could at least get a free massage and facial. I agreed so she could leave my office. Not that I had to, not that I felt she had it coming, only out of the goodness of my heart because I sensed she was unstable and on a mission for something. She was happy with that. She even said "Ok I would be happy with that" I said follow me to the front and I will place those services on your account and you can book at any time. She said OK. Another FALSE statement stating I said "theres nothing I can do"
Then when we got to the front counter she flipped a switch and started going off, stating that she wanted Botox and a chemical peel and a 90 min massage. She wanted enough services to add up to what she spent on laser or else she was going to write a bad review on yelp and report to the Revdex.com.
OR ELSE? Really? I told her not to threaten me or extort me with services. She was happy with the massage and facial, that was the agreement we came to and that's all she was receiving. She said "No and started getting loud, when customers walked in she would look around and get louder. I had to call security to have her removed, she left before security came and only then did she leave but still yelling and threatening to report this to the Revdex.com.
I tried to work with Ms [redacted] and come to agreement before she contacted you. I was totally being proactive with a customer. Because she didn't get her way, she became infuriated and wrote crazy lies. I'm guessing I agreed too fast and she decided to extort me for additional free services. I do not take kindly to threats or extortion. I am not going to succumb to Ms [redacted] psychiatric lies and antics. I want these false accusations removed from Body del Sol Medical Spa's record at the Revdex.com.
I don't even want her false statement on your website. It's not fair that people post false accusations because they can't get what they want. Its vindictive and not fair to the small businesses.
We have addressed her concerns twice in the past and that is the only time she contacted us. Another FALSE statement saying she contacted us 3 times with no return call. She is going to get served with a Defamation of Character law Suit. Therefore myself, our Physician and are staff are unable to talk or respond to her since she posted the false review on Yelp on Aug 6th 2015.
I have her entire file that proves her medical condition and medications that effect hair growth but I would have to contact my attorney to make sure we were not violating any HIPPA laws before I could even share for further proof. I believe my report on laser hair removal patients treated, my laser hair removal machine (I can send you a copy of my purchase invoice if you need it) and my willingness to work with a customer in the first place shows my integrity. But note this - her opportunity to negotiate went out the window. She paid for her services and she received her services and her hair is significantly reduced!
Initial Consumer Rebuttal /* (3000, 7, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to [redacted]'s comments: When I initially started service, and even after a few sessions, I asked them to confirm they were using a laser. They said "Yes." I trusted they would tell me the truth.
After a few sessions, I always let my hair grow out (and shaved only prior to appointments, to track the progress). I saw NO results, I even let it grow out for one month before I came in to show them my full underarm and full leg hair.
I spent a year staying out of the sun and shaving (I had spent years using an epilator and was done with the maintenance) to finally commit to getting laser treatments done. There was NO reduction in my hair growth. My friends and husband told me it must have been a scam.
I spoke with an employee (I will not publicly post WHO, but am happy to confirm with Revdex.com who this was), and asked why it hadn't worked for me. The employee said, "Well, it's because we're using an IPL, it's not really a laser."
I was blown away. I called Body del Sol more than three times (please see attached pictures of screenshots of my phone with dates and times). I called these days and times:
July 28th at 8:57am
July 30th at 5:06pm
July 31st at 11:01am
August 5th at 11:38am
I spoke with one employee on the phone and asked for the manager (who was busy). They said they would leave her a message and ask her to call me back. She didn't. I also left a voicemail (on July 28th) and never got a call back from the manager. On another call, I spoke with another person who said the manager was unavailable. That, was the most frustrating part. They lacked customer service for a client who was unhappy with the treatment.
I paid $588, PLUS had to cover childcare expenses to watch my toddler during these treatments. I wanted a refund, or at least a credit to use toward other spa services. The manager DID offer me one free "laser" treatment, and I said no. When she said she couldn't do a refund, I asked for the financial compensation in massage or facials (but inside, I doubted I even wanted to continue to use their services, as I didn't care for their customer service and poor scheduling and failure to respond to phone calls). She agreed to a facial and when I asked for a 90-min massage, she said only 75 minutes was the longest they had. I assumed it was the best they could do, so I said.."ok, well that makes me feel a little better, but I would prefer a refund, or at least a partial refund, " and mentioned I understood and would be "ok" if they refunded me my payments minus the cost of what they paid their employee to perform the treatments. I figured that was kind of fair. She was in a big hurry to finish the conversation and rushed it the whole time (she had a client to see). She wrapped it up fast and I walked to the front desk and I asked to see the spa menu (to see what services I could use that I might like, and saw that they had a 90 minute massage option. It bothered me that she seemed to be cutting me a short deal by saying "75 minutes is the longest massage we have."
I told her I still didn't feel satisfied with the arrangement and asked for my partial refund again. She told me "My doctor won't agree to that, there's nothing we can do." So I asked to speak to the doctor. I also asked to see my files so I could explain to him (and know for myself) what equipment they had actually used and any notes they'd taken.
They refused to let me see my customer chart. They told met to leave (because I was at the front desk asking for info). I was not getting loud, but the manager was irked that I didn't just walk out and accept the facial and 75 min massage. She said, "call security if she doesn't leave." She was rude, angry, and trying to threaten me. I said calmly but firmly that I wouldn't leave until I got the doctor's name and number. An assistant/receptionist got it for me, and gave me my total amount paid. I thanked her and left. I called the doctor, and was told they would leave him a message (I explained my situation). I never got a call back that day. I called the next day, and still, he was busy and they would leave him a message. I still have not heard a response from the doctor. Because they had refused to answer my calls or respond, and the fact that I had to DRIVE OUT and show them my legs and underarms to make a point (and to not have a satisfactory response), and the fact that I was told by an EMPLOYEE they used IPL and NOT a laser made me angry that I had been scammed, and that they sold it as a laser package.
Doing the six treatments took one entire year. What a waste. I had ZERO results, and very unsatisfactory attitude from the front desk and manager. The manager even wrote me an email on Yelp to threaten me, and called me "extra hairy." Classy. I will attach the email as well.
And if [redacted] wants to talk about medications, I specifically ASKED them if they would interfere with the treatments and they said NO. So, she can claim now that my medications affected the growth, but then that would make her a liar (again).
They used a Cutera cool glide (according to [redacted]), and I found out that the laser they have is Prowave 770. I can't see my charts, so I would like someone with a medical background to confirm that the treatment used was an IPL OR a laser (it gets complicated, only a medical professional could see the charts and know. I hope they won't be altered).
I'm still unsatisfied with their responses, and will never return to this crappy spa.
Final Consumer Response /* (4200, 10, 2015/08/12) */
[redacted]Document Attached[redacted]
This is the private message the Body del Sol manager wrote to me on Yelp in response to my post:
I have also attached screenshots of my cell phone records to show the times I tried to contact them (with no response).
The number to Body Del Sol is the XXX-XXX-XXXX.
I also called Dr. [redacted] and have a screen shot to show the 3 times I called his office. His number is: XXX-XXX-XXXX.
Here is [redacted]'s message to me from Yelp:
Hi [redacted], [redacted] sent you a message on Yelp:
Subject: Your Review
"I would advise you to remove your false review. You are fully aware that our laser is a full laser hair removal system. You are fully aware that we did not use an ipl on uou. We do not offer quick fixes and your statements are false, erroneous and slanderous. You Are DEFAMING Our CHARACTER and business Because You Have EXCESSIVE hair? You require multiple treatments, that is not our fault. You received your services. Your ranting in a public forum on the Internet only displays your irrational state of mind. Printing lies to be vindictive, does that make you feel any better or make you a better person? We have printed this and have forward it to our attorney."