Honolulu MedSpa

Complaint: ***
I am rejecting this response because: I wasn't asking for money back that I didn't payI'm asking of the money to be returned to me that I did pay to Honolulu Medspa for the package that I paid that was not completedThey started a package of six treatments and stopped shortNot only did they stop short, they claimed there was "apparently" a new spot on my face, in which they could no longer treat my faceThis was not the factIn a letter from the owner, *** -- *** clearly admits that once they finally did look at the correct photos, it was clear to them that the spot was there all alongSo which was it? If the spot was there all along, then it wasn't caused by their machines and they can continue to treat itBut that was not their decisionKeep in mind the main reason I went to Honolu Medspa was for help with hyperpigmentation on my faceThat's what the package was forIt was for the exact reason why they claim they stopped treatmentAnd they were wrong.Numerous mistakes and communication errors (if not downright omissions of the truth) took place -- as *** and *** both admit toYet they hold to some standard that they do not refund money for procedures that took placeWhy not? As a company, they expected me to pay for the package in full -- I, as the customer, expect the treatment in full --not in partI also expect something out of the treatmentsThis isn't a massage parlorThis is a medical spa owned and operated by a doctorAs such, the customers are paying professional prices.During my last appointment, *** told me they looked at the correct photos and could not be sure -- so they would no longer treat meBut here's the kickerThey would no longer finish the series/package I paid for OR perform any other procedure for any reason on me at that business -- until the spot went away on its own with no help or medication from themI understand why I was questioning them and disgruntled all alongWho wouldn't be? In the end, she wasn't even looking at the right photos during our appointment -- or perhaps none at allI asked to see them several times during that appointment and was refused themI was refused all of themI was available to sign for them at that point on the spot.I no longer need to see the photos*** has admitted they weren't looking at the right ones that dayI have forwarded you his letter at the bottom.I am still asking for my money back for the package (the part I paid for, to be clear), since the package was sold as such -- as a packageAnd I saw no resultsAnd they stopped the package near the end in an abrupt way. Here is the final letter from ***, the owner of Medspa:Ms***,Of course I care, which is why I have personally reviewed your case and investigated further to resolve any outstanding confusionI have acknowledged and apologized that there has been miscommunication on our partIt is a rarity in our business, but it does happen and we do discuss each incident to make changes to improve our communication in the future. First, please allow me to address your concern about the photosDue to the volume of patients that we see each day we utilize different cameras to take patient photosThe photos on each camera must then be manually transferred onto our server before they can be reviewedWhen the staff member that is responsible for processing photos prepared your photos for *** to review, that staff member had not yet processed photos taken on a separate camera prior to your AFT treatment on 8/23/In the photos that *** initially reviewed, which were all the processed photos available at that time, the area in question was covered by some of your hair, which is why *** told you that it could not be determined from the photos whether the spot of hyperpigmentation by your right ear was present at baseline or notWhen I reviewed your case, I had the staff double-check all of the cameras to ensure I could review all of the photos that had been taken of you since you first began treatment with Honolulu MedSpaAt that time, additional photos had been processed, which showed clearly that the spot of concern was actually pre-existing and was therefore not caused by the AFT treatmentI've attached our standard release form for medical recordsUpon receiving a signed copy, the staff will send you a copy of the photos for your review. I understand that it was inconvenient for you to drove in from Mililani on 10/03/and I apologize that you feel your time was wasted when treatment was not administered that dayPlease be assured that the commute is not a factor when we're making a clinical decision of whether to treat or not on the day of a scheduled procedure and it's never our intention to inconvenience our patientsThere are a variety of variables that factor in when we're determining whether to treat or not treat, including the clinical information we have available at the time of the appointment and whether the provider determines that proceeding with treatment is in the best interest of the patient at that timeBased on the information that was available to *** at the time of your appointment on 10/03/14, she determined that treatment was not appropriate that day because the spot of concern was unresolved It is unfortunate that our relationship has deteriorated to this pointOn the professional front, we have tried to deliver good service and we are comfortable that our technical results would withstand any scrutinyAt your request, we promptly refunded you on 10/03/for the last treatment in your package that you had not receivedIt appears that we are no longer able to fulfill your aesthetic goals to your satisfactionAdditionally, it has come to my attention that on numerous occasions you have indicated displeasure with our services, our providers, and your previous treatment providersFor these reasons, we are unable to retain you as a patient within our practiceWe suggest that you select another service provider, preferably a dermatologist, to provide you with further medical and aesthetic servicesWe really do wish for you to be happy and to work with a practice that might better suit your needs. Lastly we will send you a copy of your photos and medical records when we receive a signed copy of the attached record release form.Sincerely,*** ***PresidentHonolulu MedSpaLiliha Street, Suite 102Honolulu, HI 96817Tel: ***Web: www.honolulumedspa.com-------- Original Message -------- Subject: Re: My experience at MedspaFrom: *** Date: Mon, October 13, 5:pm Again, I no longer require to see the photosI was right all alongThey made decisions without even looking at the right oneIn conclusion, I still am seeking -- and believe I have a right to -- only the money I have paid (that is "outstanding" at Medspa -- the part that was not returned to me) and only for the package in question
Sincerely,
*** ***

See attached

Complaint: [redacted]
I am rejecting this response because:I don't agree that I received fair treatment as a patient of Honolulu Medspa. My reasons have been stated.In response to this last letter from Medspa, I have all along understood that results are not guaranteed. They never are, and this type of paperwork to sign comes with virtually all medical treatments. I don't dispute that -- never did. But just because you sign these standard papers that "results are not guaranteed" doesn't mean the company has carte blanche to act in any way they deem best for them, no matter how unprofessional or factual. Customers have rights also.My issues with the company are far and above this basic subject the company keeps bringing up about some guarantee of results.  I believe  Honolulu Medspa  was unprofessional and in some ways either incompetent or deceitful.  One or the other. Perhaps both. My next step with be a court action based on principle.Again, I understand that I am asking for money to be refunded from services that were performed; however, this was a package deal -- which I paid for upfront as a package -- that the company halted on their own, against my wishes, without looking at the proper photos (which they admit to). Additionally, it was halted with me at the spur of the moment during an appointment. They halted them based on some photos they said they had of my face that it turns out they didn't have -- were not looking at -- and at the time they wouldn't show me when I requested more than once to see them.  (because they didn't have them as they said they did.) They've admitted this. (That letter is on file with the Revdex.com)  I no longer need to see those photos, because they have since admitted they didn't have the correct photos back then. They were canceling the package based on false information. As it turns out, I was a candidate to finish the package -- which they also have admitted to. But next they cited poor relations with the customer as a reason for canceling the package. I had to pay for the package in whole, I expect the service in whole -- not in part. And when they realized they were wrong, I expected them to offer to complete the package. I wanted to complete the package, even then. At that point, the company refused, citing a breakdown between us.But then the manager -- [redacted] -- writes  The Revdex.com a letter (on file) stating I was happy all along. The owner write me a letter (also on file with the Revdex.com) that I was upset all along. Which is it? Was there a problem all along, or was it a happy customer relationship?  That's why I'm asking for the money that I put into the package (yes, the part that was performed) to be refunded -- in whole, not in part. I am asking for the money that is outstanding -- that Medspa still has-- that has not been refunded to me pertaining to this particular package.Furthermore, it is crazy that the company stands by this so-called policy to never refund money no matter the reason. Sometimes there really is good reason. This across the board policy they have written to protect themselves does not take into consideration any possible issues on the company's part, such as miscommunications that are their fault, or even deceit. It happens. When you are wrong, you should own up to it -- whenever or wherever it occurs.We are talking about a company here that is backed by a doctor (although I certainly have never met him and he did not see my face in person), and therefore, demands the professional fees thereof.I'm not sure how the process with the Revdex.com is -- how many times I would be asked to accept or reject this. This letter came to me today with two options -- accept or reject. I reject it.  I continue to reject it.Thanks,[redacted]  
Sincerely,
[redacted]

Honolulu MedSpa
1650 Liliha Street, Suite 102
Honolulu, HI 96817
November 4, 2014
 
 
Revdex.com of Hawaii, Inc.
C/O [redacted]
1132 Bishop St. Suite 615
Honolulu, HI 96813
Dear Ms. [redacted],
We have received a copy of the complaint initiated against Honolulu...

MedSpa (HMS) by [redacted] and I would like to respond to the complaints raised by Ms. [redacted] in addition to Ms. [redacted]’s request for a refund for the outstanding portion of the laser and chemical peel package that she purchased.
After careful review of her case, we have determined that there are no outstanding services owed to Ms. [redacted] and therefore a refund is neither owed nor warranted. We do not offer refunds on services rendered, even if a patient expresses disappointment in the outcome. All services that Ms. [redacted] paid for were rendered or refunded by HMS. Ms. [redacted] originally purchased a package that included three AFT treatments and three Progressive Chemical Peels. During the span from May 2014 through August 2014, Ms. [redacted] received all three AFT treatments and two of the Progressive Chemical Peels. At Ms. [redacted]’s request on 10/03/2014, the third Progressive Chemical Peel, valuing $130.89, was refunded to her because the treatment had not yet been rendered and was therefore eligible for a refund.
Aesthetic medicine is an art, and there are no guarantees or warranties related to a specific result, which is disclosed on each consent form that is read and signed by each patient prior to having each procedure. A copy of our standard consent form for each service in question, AFT and Progressive Chemical Peels, have been included here for review. Additionally, please find our standard Spa Policies form included, which is signed by all patients prior to undergoing treatment of any kind with HMS, and which clearly explains that HMS does not offer refunds on services rendered.
 
On the professional front, we have tried to deliver good service, and we are comfortable that our technical results would withstand any scrutiny. Dr. [redacted] is a board-certified physician with over thirty years of experience practicing medicine in the state of Hawaii. In Ms. [redacted]’s case, five of the six treatments she purchased were rendered and we received feedback from her throughout her treatment series that she was happy with the results that had been achieved. Ms. [redacted] only expressed dissatisfaction with the treatment outcome when HMS took steps to initiate the termination of the patient-practice relationship.
 
We acknowledge that we did have some communication gaps during our relationship with Ms. [redacted]; we have acknowledged this with Ms. [redacted] and have apologized to her directly for these miscommunications. These were genuine oversights on the part of HMS and were in no way intended to deceive or irritate Ms. [redacted].
 
As for Ms. [redacted]’s request to see her pictures, as we have previously made her aware, we are happy to send them to her once we receive her signed copy of the Authorization for Release of Medical Records, which I have also included here. This form was emailed to Ms. [redacted] by [redacted], President of HMS, on 10/17/2014, with instructions explaining that all photos would be sent to her by our staff once HMS received the completed and signed form.  As of 11/03/2014, we have yet to receive this form from Ms. [redacted] and have therefore been unable to send her the pictures she has requested.
 
As we informed Ms. [redacted] in an email sent to her on 10/17/2014, we find it unfortunate that the patient-practice relationship has deteriorated to this point; however, it appears that we are no longer able to fulfill her aesthetic goals to her satisfaction. She has expressed distrust of HMS’s overall business practices and on numerous occasions she has indicated displeasure with our service, our providers, and her previous treatment providers from other offices. For these reasons, and from Ms. [redacted]’s correspondence with us, we realize that the patient-practice relationship is not currently a healthy or trusting one, which we deem critical for a successful partnership. We have suggested that she select another service provider, preferably a dermatologist, to provide her with further medical and aesthetic services if she desires. We really do wish for her to be happy and to work with a practice that might better suit her needs. 
 
If you have any further questions or require any additional information regarding this matter, please feel free to contact me at [redacted].
 
Sincerely,
 
 
 
[redacted]
Clinic Administrator