Chic Med Laser and Esthetic Center, LLC

To Whom It May Concern: We recently received the letter of complaint regarding treatments and refund/exchange issues for client [redacted] The information that she has provided is not completely accurate The treatments that we perform here are lengthy and require multiple sessions performed at specific intervals in order to see resultsThis is standard for our industry and not out of the ordinary by any meansImprovement is typically first noticed around the 3rd treatment and continues to progressively improve from then until 6-weeks after the final treatmentThis was discussed with Ms [redacted] during her consultation as we do with all prospective clientsTreatments are paid in advance in order book an appointment whether it is a single or multiple appointmentsClients have the option of paying per session and only booking one treatment at a time or buying a full package of treatments and scheduling their appointments in advance to ensure they stay on track and receive the results discussed during the consultationClients that pay for a package receive a substantial discount for doing soWe have found from our experience that if a client has purchased a treatment package, they are more likely to come in for treatments as required to get the desired result which is the reason we offer substantial discounts for buying in advanceIf a client only comes in for one treatment or does not come in at the recommended times it makes it difficult to achieve the end result and in turn leaves clients with a negative opinion of the service and of us as a providerPurchasing a single treatment or a package is 100% up to the individual and if someone is more comfortable paying as they come in they have that optionAll costs and payment options are discussed during the consultation so each client can make an informed decision and chose what works better for him/herMs [redacted] chose to treat her front of thighs which is one area, back of thighs (additional area), front of abdomen (additional area), and sides/back of her mid-section (additional area) which totals areasEach area is recommended to be treated times at 1-week intervalsInstead of paying $each time she had each area treated which would total $12,in the end, Ms [redacted] chose to purchase a treatment package of each areaThe treatment package price is normally $(basically buy get free) but when clients purchase multiple areas at once we offer an additional discountIn this case, we charged Ms [redacted] for the full package price of her back thighs and gave her 75% off her front thighs and did the same for her mid-section, she was charged $for her abdomen and received a 75% discount for her sides/back Ms [redacted] brought to our attention at her appointment on 8/5/that she was under financial hardship and did not wish to continue with treatment of her thighsShe said that she understood that since she already began treatment of her thighs she would not receive a full discountShe asked us to credit her mother's unpaid balance and she would get the money from her mother which we didMs [redacted] continued to come in for treatment of the other areas, the treatment that we were unable to perform was not counted toward her "treatments received" instead at her next treatment we performed a "double" session to make up for itWe also explained that if for any reason, her results were effected due to the issue we had with the machine we would make up for it with additional treatmentsShe seemed very pleased with that at the time and has never mentioned anything about lack of results to us since then Ms [redacted] only had a single treatment of her front of thighs and a single treatment of her back of thighs, this was performed at her 7/29/appointment before asking us to cancel due to a financial hardship on 8/5/so it is unreasonable to expect any result from thatThis totals treatments used which is $at the per treatment rateShe received treatment of her abdomen and treatment of her sides/back on 7/22/16, 8/5/16, and 8/26/This totals treatments used or $at the per treatment rateOn 8/12/she had an appointment that we could not perform and did not count toward treatments receivedUp to this point, Ms [redacted] had never mentioned anything about lack of results or being unhappy with the treatments performedShe had an appointment scheduled for 9/8/which she did not call to cancel or attendWe left her a message that day notifying her of the missed appointment and she called back on 9/9/to reschedule it for 9/22/16, she still had not mentioned ANY dissatisfaction and apologized for the missed appointmentOn 9/21/we received her [redacted] dispute via faxWe left her a message on 9/21/16, she did not call back that dayOn 9/22/at 4:48pm Ms [redacted] called to cancel her 5:45pm appointment with the receptionist, still never mentioning any dissatisfaction, she actually said she was unable to reschedule at that time and would call us backWe were very confused between the dispute and her not mentioning ANYTHING to us directly about what she was unhappy withWe called Ms [redacted] again on 9/27/and were able to reach her at work, she said she was busy and asked that we call her back the following day between 3-4pmWe did in fact call her on the 28th at exactly 3pm, both myself and my business partner Mireille were present for that call, she did not answer and did not call us backWe made one final attempt to resolve her [redacted] dispute on 9/30/and called again, this time leaving a very detailed message as to the reason for our callWhen Ms[redacted] did not return our call once again, we submitted our response to [redacted] detailing all of the information regarding her treatments, invoices, credits to her mother's account, price list from our system and call log attempts to Ms [redacted] The 30th was our final day that we had to get a resolution to [redacted] , we even included that we understand that it made more sense to continue treatment as opposed to paying the per treatment rate and receiving no resultIt is extremely difficult to resolve this matter when the other party is unwilling to speak with us and work through a resolutionMs [redacted] had contacted us for the first time (since we briefly spoke to her at work on 9/27/16) on 11/1/after business hours and left a message saying she needed to mover her mother's appointment and talk to someone about her caseOn 11/2/the receptionist called her back and moved her mother's appointment, neither owner was available at that time but did make an attempt later that evening at 5:45pm but she did not answerI personally called her and left her a message at noon today, I also followed up with an email after reading the Revdex.com complaint that we aren't returning her calls to create a paper trailI'm honestly not sure what to do to please this clientWe are willing to apply what she paid toward another service if she is unhappy, we are even willing to start from treatment one with her VelaShape to get her back on track and deliver the results she had hoped forIf the issue was truly with not having seen a result then one would think starting from scratch and ensuring the treatments are done at appropriate intervals and for the recommended number of treatments would satisfy her but I honestly think she bought something she could not afford and wants a full refund which we can not do as we have partially refunded her [redacted] , her mother's balance, and also performed some treatments We take our reputation and customer satisfaction very seriously, our online reviews are all stars and we do not want this to tarnish our reputation in any wayAgain, if there is a way to satisfy this client we are totally willing to do soPlease let me know if you need any other supporting documents for the information I have providedI would be happy to send itWe have signed invoices with our refund policy, our price list which states the per treatment and package costs, the call and appointment logs, and the [redacted] receipt which shows she authorized the full charge of $(her statement in the complaint implies she was unaware of this) Thank you, [redacted] , OwnerChicMed Laser & Esthetic Center [redacted] , MA [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
 Hi and thanks for helping me to resolve this issue with this business.Referring to the business owner respond," the Improvement is typically first noticed around the 3rd treatment" which I have not seen it! therefore I had called and canceled my appointment and also mentioned COUPLE TIMES THAT I AM NOT SATISFIED WITH THE RESULT to the assistant (I believe her name was something like [redacted] or [redacted]) and asked to talk to the owner which was not available at that time. She also said that she understand and she will follow up with her boss. Please ask her, she can explain (if she still works there, the couple times that I called she was not available either) I did not receive any call and therefore I called my credit card company and put a dispute on the payment hoping this make them to contact me. Which as it is mentioned in the their respond, they FINALLY had contacted me on 9/27/16 and I asked them to call me between 3-4pm the same day because I was in a meeting. I did not receive any call until the next day 28th around 3 pm and I could not respond. I had called them later and again the business owner was not available, I asked the assistant to ask her to call me anytime after 5 and did not receive a call back.  I went to vacation (out of country) and when I got back I received a letter from the credit card company regarding my case with their responds attached to it. I called them again to discuss but no response, so I put my complain through Revdex.com to get help. I did not receive any respond and the Revdex.com agent sent me an email that they sent my complain to the business owner. Since I could not talk to them, I also emailed the agent back concerning if the business owner does not respond to the complain... I called them again on  11/1/16 to change my mothers appointment as well as discussing regarding my case. in their responds they had mentioned I called AFTER business hours which is NOT correct! Because I called from my office since my phone doesnt have good signal in office. On 11/2/16 the receptionist called me back and moved my mother's appointment, neither owner was available at that time so I asked her to have them call me. I also emphasized to her and also in my voice mail that they can reach out to me after 5 pm. (I am not able to talk when I am at work and also dont have good signal either) They had mentioned in their responds that they had called me that evening which IS NOT correct! I did not receive any call that evening. But on Friday [redacted] called me agin during my work hours even though I had asked them to not contact me before 5 and call me after 5 so we can basically talk!!I was so tired of this back and forth that I left the office early on Friday and called them the same day Friday at 3:20 hoping I can talk to [redacted]. The receptionist answered the phone and told me she is with a client so I asked her to have her call me. No call! and then I saw [redacted] emailed me.At this point I am actually pretty disappointed with this business. [redacted] had mentioned in her response: "but I honestly think she bought something she could not afford and wants a full refund..." This is absolutely not the case!! I have a professional job and great background and credit report! her statement is very disrespectful I can open a case based on this disrespectful claim!! They need to apologize for this respectful statement.If I am not that stupid to waste my money on something that DOES NOT work, it does not mean I can not afford it!! If I had seen any improvement I would definitely finish my treatment! Because I wanted more than anyone to get the result. I was willing to pay the 5K with the assumption that it work! what they told me when they were consulting me. This is very unfortunate to play this hide and seek game.What if I start my treatment from scratch and dont get any result??? then I should start from scratch and put a dispute, complain? Also I need to add this to my case, I had to put some of this cost to my mother treatment because they had been refusing to give any refund! I even asked the assistant from other services hoping I can switch to another treatment but what they offer is not what I need. So I had to talk with my mother and pay for her treatment.My mother got blister in her face after the second peeling session with them!!! She is not satisfied either but because she can not speak english, poor woman can not put a complain. Also because of too much acid that they put on my mothers face, she had got a dark spot in her face due to the blisters!!! So when I called to change her appointment I asked the assistant/receptionist to put a note and let them know that she got blister because of too much acid! It is interesting that this business is twisting my case very unprofessional! With that said, please advise. I am willing to show all the calls and voice mails that I had received from them and also bring my mother to any location to review her dark spot that had happened due to this treatment. The business owner also had charged me for one and half session for no reason!At the end of one of the treatments the machine broke and I could not finish the treatment. the other session the machine dandy work at all and I had to leave. But I got charged and there is no explain from the business owner!
Regards,
[redacted]

To Whom It May Concern: We recently received the letter of complaint regarding treatments and refund/exchange issues for client [redacted]. The information that she has provided is not completely accurate.  The treatments that we perform here are lengthy and require multiple...

sessions performed at specific intervals in order to see results. This is standard for our industry and not out of the ordinary by any means. Improvement is typically first noticed around the 3rd treatment and continues to progressively improve from then until 6-8 weeks after the final treatment. This was discussed with Ms. [redacted] during her consultation as we do with all prospective clients. Treatments are paid in advance in order book an appointment whether it is a single or multiple appointments. Clients have the option of paying per session and only booking one treatment at a time or buying a full package of treatments and scheduling their appointments in advance to ensure they stay on track and receive the results discussed during the consultation. Clients that pay for a package receive a substantial discount for doing so. We have found from our experience that if a client has purchased a treatment package, they are more likely to come in for treatments as required to get the desired result which is the reason we offer substantial discounts for buying in advance. If a client only comes in for one treatment or does not come in at the recommended times it makes it difficult to achieve the end result and in turn leaves clients with a negative opinion of the service and of us as a provider. Purchasing a single treatment or a package is 100% up to the individual and if someone is more comfortable paying as they come in they have that option. All costs and payment options are discussed during the consultation so each client can make an informed decision and chose what works better for him/her. Ms. [redacted] chose to treat her front of thighs which is one area, back of thighs (additional area), front of abdomen (additional area), and sides/back of her mid-section (additional area) which totals 4 areas. Each area is recommended to be treated 6 times at 1-2 week intervals. Instead of paying $500 each time she had each area treated which would total $12,000 in the end, Ms. [redacted] chose to purchase a 6 treatment package of each area. The 6 treatment package price is normally $2000 (basically buy 4 get 2 free) but when clients purchase multiple areas at once we offer an additional discount. In this case, we charged Ms. [redacted] for the full package price of her back thighs and gave her 75% off her front thighs and did the same for her mid-section, she was charged $2000 for her abdomen and received a 75% discount for her sides/back.  Ms. [redacted] brought to our attention at her appointment on 8/5/16 that she was under financial hardship and did not wish to continue with treatment of her thighs. She said that she understood that since she already began treatment of her thighs she would not receive a full discount. She asked us to credit her mother's unpaid balance and she would get the money from her mother which we did. Ms. [redacted] continued to come in for treatment of the other areas, the treatment that we were unable to perform was not counted toward her "treatments received" instead at her next treatment we performed a "double" session to make up for it. We also explained that if for any reason, her results were effected due to the issue we had with the machine we would make up for it with additional treatments. She seemed very pleased with that at the time and has never mentioned anything about lack of results to us since then.  Ms. [redacted] only had a single treatment of her front of thighs and a single treatment of her back of thighs, this was performed at her 7/29/16 appointment before asking us to cancel due to a financial hardship on 8/5/16 so it is unreasonable to expect any result from that. This totals 2 treatments used which is $1000 at the per treatment rate. She received treatment of her abdomen and treatment of her sides/back on 7/22/16, 8/5/16, and 8/26/16. This totals 6 treatments used or $3000 at the per treatment rate. On 8/12/16 she had an appointment that we could not perform and did not count toward treatments received. Up to this point, Ms [redacted] had never mentioned anything about lack of results or being unhappy with the treatments performed. She had an appointment scheduled for 9/8/16 which she did not call to cancel or attend. We left her a message that day notifying her of the missed appointment and she called back on 9/9/16 to reschedule it for 9/22/16, she still had not mentioned ANY dissatisfaction and apologized for the missed appointment. On 9/21/16 we received her [redacted] dispute via fax. We left her a message on 9/21/16, she did not call back that day. On 9/22/16 at 4:48pm Ms. [redacted] called to cancel her 5:45pm appointment with the receptionist, still never mentioning any dissatisfaction, she actually said she was unable to reschedule at that time and would call us back. We were very confused between the dispute and her not mentioning ANYTHING to us directly about what she was unhappy with. We called Ms. [redacted] again on 9/27/16 and were able to reach her at work, she said she was busy and asked that we call her back the following day between 3-4pm. We did in fact call her on the 28th at exactly 3pm, both myself and my business partner Mireille were present for that call, she did not answer and did not call us back. We made one final attempt to resolve her [redacted] dispute on 9/30/16 and called again, this time leaving a very detailed message as to the reason for our call. When Ms.[redacted] did not return our call once again, we submitted our response to [redacted] detailing all of the information regarding her treatments, invoices, credits to her mother's account, price list from our system and call log attempts to Ms. [redacted]. The 30th was our final day that we had to get a resolution to [redacted], we even included that we understand that it made more sense to continue treatment as opposed to paying the per treatment rate and receiving no result. It is extremely difficult to resolve this matter when the other party is unwilling to speak with us and work through a resolution. Ms. [redacted] had contacted us for the first time (since we briefly spoke to her at work on 9/27/16) on 11/1/16 after normal business hours and left a message saying she needed to mover her mother's appointment and talk to someone about her case. On 11/2/16 the receptionist called her back and moved her mother's appointment, neither owner was available at that time but did make an attempt later that evening at 5:45pm but she did not answer. I personally called her and left her a message at noon today, I also followed up with an email after reading the Revdex.com complaint that we aren't returning her calls to create a paper trail. I'm honestly not sure what to do to please this client. We are willing to apply what she paid toward another service if she is unhappy, we are even willing to start from treatment one with her VelaShape to get her back on track and deliver the results she had hoped for. If the issue was truly with not having seen a result then one would think starting from scratch and ensuring the treatments are done at appropriate intervals and for the recommended number of treatments would satisfy her but I honestly think she bought something she could not afford and wants a full refund which we can not do as we have partially refunded her [redacted], her mother's balance, and also performed some treatments.  We take our reputation and customer satisfaction very seriously, our online reviews are all 5 stars and we do not want this to tarnish our reputation in any way. Again, if there is a way to satisfy this client we are totally willing to do so. Please let me know if you need any other supporting documents for the information I have provided. I would be happy to send it. We have signed invoices with our refund policy, our price list which states the per treatment and package costs, the call and appointment logs, and the [redacted] receipt which shows she authorized the full charge of $5063.75 (her statement in the complaint implies she was unaware of this).  Thank you,[redacted], OwnerChicMed Laser & Esthetic Center[redacted], MA [redacted]