Graff Technology

Dear [redacted],[redacted] entered into a contractual agreement for Trichology and Laser hair therapy on May 24th, 2017. May 24th, 2017 was the third visit to our office from [redacted] as we diligently worked on financing her purchase. After many hours of speaking with Care credit,...

[redacted] and her husband; the financing was officially approved. Upon approval of the financing [redacted] signed a total of 2 contracts for her purchase.  The first contract was for the purchase of the Theradome laser home unit. The second contract was for the scientific trichology treatments performed in our facility. During the initial consultation with [redacted], she was seen by our Trichology specialist [redacted], whom is also a national trainer for the said program. [redacted] was asked several questions on her health history was then administered a trichological scoping to view her scalp and follicles. During the consultation it was discover that [redacted] suffers from high anxiety and hereditary hair loss. The scoping revealed clogged follicles and dead skin cells blocking the follicular funnels for proper hair growth. At this time [redacted] explained in depth what the plan was going forward to secure the scalp environment so proper hair growth can take place. [redacted] further explained that there is no cure for heredity hair loss, however securing the scalp environment will help to slow the progression of heredity hair loss.Three sperate plans was developed based on the initial findings for [redacted]. The plans were explained in detail including product usage, treatment schedule and photo documentation. [redacted] made the decision to purchase the Theradome home unit lase and the 12-month trichology plan.During the consultation for [redacted], there was never a promise of growth in a matter of weeks nor was there ever a promise that hair loss would stop completely. Hair must shed for new hair to grow, this is known as the normal life cycle of the hair and follicle.[redacted] only had 2 treatments within our facility on on 6/3/201, and the second on 6/16/2017. [redacted] was on a 12 month plan in order for her to have ultimate results.The 12-month trichology plan does not provide visual results within 2 treatments. It takes the hair longer than a month to grow from the papilla bulb up through the scalp. It also takes longer for the scalp to normalize when it was very compromised to begin with. All this information was explained in entirely to [redacted]. Upon her request for a refund, [redacted] was told she signed a legally binding contract and we needed time to fulfill our commitment to her needs. [redacted] refused claiming she was forced under distress to sign the contracts. We then were told she had no sitter for her kids, she could not afford the payment, and her husband was angry she made this purchase.[redacted] came back to our facility on 3 separate occasions, trying over and over again to obtain financing for her plan. We lived up to our commitment until she decided to no longer come in. The time allotted for results was not allowed by [redacted], and the contract states the amount must paid and treatments are not a cure for baldness. The contract further states it is non-refundable. The contract states that all questions have been answered and [redacted] proceeded to sign the contracts.We have attempted to work with [redacted] by offering her credit that may be used within our facility. [redacted] OwnerEnclosure:Contracts signedTreatment planTreatments administered

I am rejecting this response because:
  The owner, [redacted], whom I have never met, must be confusing me with someone else because a lot of what is written here is way off and untrue! I can see she is trying to portray the situation as if I am changing my mind because of finances. Which is ridiculous. It is because instead of getting the results that were promised to me, my hair loss actually became much worse.    To say I came back to the facility on 3 separate occasions trying to get approved is laughable.  I actually have excellent credit. The first time I came in was just a consultation. The second visit, I was supposed to start the treatment and sign the contract. However, [redacted] was having trouble with Carecredit on the phone because the Carecredit I had from many years ago had expired, and she was having trouble figuring that out. I'm not entirely sure what took so long. But by the time she finally had me call them, in which they figured out I just need to apply for a new one, I had to leave to pick up my kids from school. My Carecredit card also needed to be cosigned by my husband, since he makes the primary income. Carecredit talked to my husband and it was approved no problem. The third visit, I came and signed the contracts.   I don't know why my husband is being brought into this! He has actually never been angry about the purchase! He believed these lies just as much as I did. The only thing he has been angry about is this business' lack of integrity and ethics. Also, the only time I was not able to get a sitter was when they asked me to get one because [redacted] was taking so long to figure out the Carecredit, and I had to leave to pick up my kids from school. Who can get a sitter to pick up their kids from school on that short of notice? That was it. I am unsure why she brought that up. And my husband and I were willing to make the financial sacrifice for this because it was for my hair, which is important to me.   The actual reason I stopped the program was because I was required to wash my hair every day with a special shampoo and topical, along with other parts of treatment, and I started losing over 200 hairs every time. And the contract states that all my questions were answered; however, I was under the impression that they were answered truthfully. She did in fact tell me everything I previously stated, even though she denies that. I also asked her if the hair loss would get worse before it got better, and she told me it wouldn't. She also promised me that at the end of the year, my hair would all have regrown. But after all of her other untrue statements, I don't believe that either. I went in to the appointment asking her all of these specific questions and these were the answers she gave me.   I have seen 2 dermatologists and a primary care doctor who are convinced my hair loss is telogen effluvium with an unknown trigger and not hereditary hair loss. As soon as I told [redacted] I have a couple of uncle's who are thinning, she told me my hair loss is partly androgenic because of that. Even before examining my scalp. And I don't know how she can try to diagnose me with high anxiety. I told  her that sometimes I do feel stressed about my hair loss. And I was nervous about committing to the program. But I do not have high anxiety.   Again, they did not satisfy their end of the contract stating it will slow my hair loss. If they were an ethical company, they would reimburse me. I am completely unsatisfied with their response and I can't even believe their lies. I am appalled by how they are trying to distort things to try to make me look bad to deflect from the fact that the program drastically increased my hair loss! It slowed down again to how it was before I started the program once I stopped the shampoos. I should have known in the consultation when I asked if I could just pay as I went, and [redacted] said that they would only work with me if I signed a contract and paid for a whole year up front. That should have been a red flag.   I feel the only logical move forward would be for me to be reimbursed because they did not satisfy their end of the contract which states that it slows down hair loss. These products did not work for my hair loss and actually made it drastically worse. Which is contrary to what is stated in the contract.