Kucumber Skin Lounge LLC

We extend our apology to Mrs [redacted] for not being able to reach an amicable resolution at this timeAfter several years of exploring options to help Mrs [redacted] and over a year of no communication from her we feel at this point to much time has passed to consider a refundSeveral reasons have led us to this final decisionThere were several conversations with Mrs [redacted] that were understood by both parties that a refund was not an option but an in store credit was agreed upon based on several factorsTherefore we will have her credit available if she chooses to continue with the laser treatments she agreed upon

There seems to have been some miscommunication as there was a change in management since the last time he contacted the clinicThe client was refundedHe said is satisfied and would contact Revdex.com to update his claimThank you

Complaint: [redacted] I am rejecting this response because I have had the worst customer service with KucumberDimitra said she hadn't seen this severe bruising and raised veins happen before so contacting company and Physician I had to wait from April to August for an answer to my side effectsNow she says people were on vacation, for months? I consider this severe bruising and it was painful for weeks She said she couldn't call me back because she worked at other Stores, so I waited weeks for return callsI don't want any more of their customer service, just a refundDimitra states in end of November I was upset, Yes I have waited to long for acceptable customer service Sincerely, [redacted]

We apologize if you feel our policies seem to be unreasonableAs a company we strive to help resolve all concernsOn October you became a customerOn May 13th of you made an additional purchase of ifferent services we offer for cosmetic fillers and ***A few months later our Seattle office received a call from you stating you did not want to continue with this purchaseYou were made aware of our policies that we do not issues refunds however we will use your credit towards other servicesAll policies have been the same since your first purchase in October Another conversation takes place in August 2014, you wish to only speak with our regional manager to help put a package togetherOur regional manager drove down to Seattle to consult with youA package was establishedOne year passes until we hear from you againUnfortunately we cannot accommodate your request for a full refundWe will however allow you to use your credit towards other servicesAfter two years we would void all unused creditWe will make an exception if we can come to an agreementAgain I apologize if you feel that you were not taken care ofOur policies are available for your reviewAll your consent forms are signed as well as our policies that states our no refund policyWe value you as a customer and hope to reach a mutual agreement soon

Complaint: ***
I am rejecting this response because: no resolution is being offeredOnly arguments, deflections, and lies I have records showing the phone calls made to me from this location where the conversations I am talking about took placeAdditionally, I have a inch scar where "some skin" was removedI didn't get the results from my pathology until June 1st, which I can prove so that statement that I said everything was resolved is a blatant lie I have not asked for a refund on my final treatment on my chin as I know I agreed to it prior to my diagnosisI am only asking that the money that was taken without permission for services that have never been rendered be returned
Sincerely
*** ***

Hello, *** made her first purchase of Cool Sculpting in the amount of $on Feb 15, 2017, with her husband *** ***He opened an account with Help Card (a medical financing company)*** made an appointment on Feb 17, for her first treatment, weeks later May 17th, 24th and
May 30th she came in for other treatments on the VioraDuring one of her sessions she mentioned to her provider she had some skin removed prior to her treatments and everything was resolvedWe never heard anything else about the possibility of having skin cancer*** wanted to purchase additional Cool Sculpting, she was quoted her total of $*** asked us to charge the half down on their Help Card accountThis has been her only form of payment in the pastShe signed the charge slip which I have a copy ofI gave *** the option as she pays down the Help Card we can gladly charge the remaining balance of $She thanked us, booked her appointment and leftOn June 19th, I returned a message to give *** a call*** was abrupt and requested a refundI went over all the paper work she has singed which states our no refund policyI asked her if she could possibly bring me a note from her physician I could possibly see what I could do however not able to promise anything, numerous times I apologized and told her I was not trying to be insensitiveNever did I give *** medical adviceI want to address the absurd accusations *** is makingI did not just hand the charge slip to *** and have her sign it, I explained what she was signing, she signed the charge slip as she has in the pastI have given her the option to provide a medical note from her physician so I can submit to our medical team for reviewWe have still received anything Best regards,Dimitra W***

The purchase of $was made by Miss *** on April 2, She purchased Body Contouring, this device works with Radio Frequency and heatIt also suction's in order to treat the clients concernAfter Miss *** had her first treatment she was concerned with bruising and raised blood vessels
in the area which was treatedI explained to her that this was due to the suction but I would contact the representative to get a better understanding to help explain further to Miss ***Unfortunately the representative of the company was on a vacation which I explainedOnce again, I reiterated that the reaction is and after few treatments it will no longer happen
All consent forms which were signed by Miss *** and it explains all side effects and that bruising is a possibilityWe have minimum of to clients per day doing the same exact treatment which Miss ***g is referring to
Miss *** was not satisfied with my responseI explained to her our no refund policy and that we can take her remaining treatments and switch them over to other servicesOur policy is also on a form she signed previous to her starting her treatments
I received a message that Miss *** had called on Nov 30th, I returned her call left a messageShe called back and spoke to my receptionist and stated "I am ignoring her and not returning her calls", I called her back and left another message letting her know that I am returning her call and have left several messages and at this point I would feel more comfortable if she came in to meet with me since we cannot reach each other via telephoneMiss *** called back, she requested to meet on Dec 3rd, which was not a day I was in the Bellingham locationI explained that I am the district manager and I travel through our clinics so I needed to schedule a day that I was in the Bellingham locationShe was upset
We are a Medical Spa, we treat our clients with the up most respect and try our best to resolve any issues in order for all of our clients to be satisfiedI would be more then happy to accommodate Miss *** with any other service she would like

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Complaint: ***I am rejecting this response because:I do not accept Kucumber Skin Lounge's explanation. It has not been my experience that Kucumber Skin Lounge has been striving to help resolve all my concerns. They have chosen to ignore or deflect my most important concerns, particularly the medical risks of the treatment that they recommended for me.1. Medical risks. Although the Kucumber Skin Lounge (KSL) Treatment Consultant, and later the KSL Seattle Spa Manager and the KSL Regional Director, all assured me *** filler injections would be a safe and effective treatment for me, they neglected to go over the health risks associated with the treatment, before having me sign their contract. For example, they did not involve their licensed medical staff (as indicated in their letter quoting treatment price). Independently, I checked with a dermatologist that routinely practices the treatment, to make sure it was safe before proceeding (6/20/2013)Although the dermatologist, reassured me that *** filler injections are generally safe, she surprised me by stating that I was not a suitable candidate for this treatment because of the anatomy of my face, and because of my allergiesShe stated, through her RN, "*** fillers injected below the eyes when people have allergy or fluid accumulation can actually make the areas more puffy or increase the bagsThe nature of *** fillers is that they draw water to the material, being hydrophilic, and therefore the desired results can be altered or moved from the location ofthe injectable." I decided to seek a second medical opinion, this one from a plastic surgeon, who also routinely administers *** filler injections (3/10/2014, after being rescheduled a number of times). During my office visit, he concluded that I could "expect less than a 30% temporary improvement, at best, without factoring in the complication of allergies". After receiving two medical opinions concurring that I was not a good candidate for the treatment, I decided would not risk going ahead with *** filler injections from KSL (I forwarded the medical opinions to the KSL Regional Director on 4/24/and asked for a refund. See Attachment 1) At this point, I had already met with the KSL Seattle Spa Manager on 8/9/to let KSL know that I would not be going ahead with the *** filler injections because of the dermatologist’s opinion. She did not have the authority to issue refunds, and referred me to the KSL Regional Director. 2. Did not disclose refund policy when medical reasons exist. Although the KSL contract stated “the fees for this service are non-refundable”, it was not until my most recent phone conversation with the KSL Regional Director on 10/3/2015, that she admitted that KSL does in fact, provide refunds if there is a medical reason (at the beginning of our call, she was made aware that my husband was sitting in on our conversation, and thus was a witness to this statement). Nonetheless, KSL ignored the medical opinions, beginning with the dermatologist’s statement which I presented to the KSL Seattle Spa Manager, in person, on 8/9/2013, and then both the dermatologist’s and plastic surgeon’s opinions, which were forwarded by email to the KSL Regional Director on 4/24/2014. At no time did KSL inform me that the medical documentation that I provided as part of requesting a full refund, was inadequate, nor did they instruct me to provide alternative medical documentationto meet their requirements for issuing a refund3. Escalating cost (upsale) and pressured sales. When I met with the KSL Seattle Spa Manager on 8/9/to request a full refund because I had decided I would not risk having *** filler injections in light of the medical risks to me, she surprised me by stating that she would not have recommended the *** filler injections for me, but would instead have recommended a different treatment (a combination of Lux fractional layer resurfacing and Viora Reaction skin tightening). Although this alternative treatment sounded promising, both she and the KSL Regional Manager (in later conversations) agreed the typical course required five combined treatments to achieve the desired effect. This would cost at least $3,to $3,(a special discounted price offered in spring 2014). This was to times the cost of the treatment covered by my contract The Regional Manger offered to provide a partial treatment for the $1,300, but was unwilling to discount the cost of the full treatment (see Attachment 2) At this point, KSL is continuing to refuse to issue a refund, and instead is pushing the *** filler injections (despite the medical risks to me), and/or a more expensive alternative treatment (at 2-times the cost of the original contract amount), and/or a partial treatment, which would not achieve the desired effect that was promised in the original contract.4. Misrepresenting record of communications. KSL’s explanation to my formal complaint to Revdex.com makes it sound as though we have had almost no contact over the last years and months. This is simply not true. After KSL denied my request for a refund (email exchange March-April 2014, attached, see Attachment 2), I sent a letter dated 4/28/to KSL’s finance company ** *** *** requesting a dispute resolution, and copied the Regional Manager (letter and note, see Attachment 3).This was the beginning of many communications, at least phone calls, mostly with the KSL Regional Manager (on 3/14, 3/15, 4/17, 4/23, 4/24, 6/3, 12/2, 12/5, 12/in and on 3/21, 3/22, 3/24, 6/2, 9/24, 10/so far in 2015), about the same number of emails (see Attachment 4, which documents how the KSL Regional Manager put off my request for a meeting from May 7th until December 4th, 2014), and at least three office meetings including one with the KSL Seattle Spa Manager on 8/9/2013, one with the KSL Regional Manager (12/4/2014) and one to meet a treatment specialist (12/5/2014). Most of the phone calls were initiated by me, and some of the discussions lasted to minutes (phone records available upon request).New policy mentioned in KSL’s explanation: 2-year limit on unused credit. KSL’s explanation says they “After two years we would void all unused credit”. This is the first time I have been made aware of this policy. Had itbeen mentioned in the contract, I would not have signed it. I understood from the KSL Treatment Consultant, that I would be given partial injections, and depending on how the treated area responded, it could take a couple of years to inject both syringes.Loss of confidence in the business. After submitting medical documentation and requesting a refund in numerous communications, KSL has refused to issue me a refund, ignored my concern about medical risks, continued to present *** filler injections as a viable treatment for me, and offered me a much more expensive treatment as an alternative. I do not feel safe receiving any treatments around the face and eyes from KSL, nor do I have confidence that KSL has their customers’ safety, best interests and customer satisfaction at heart.Thank you for the opportunity to respond to the business' explanation.Sincerely,*** ***

Complaint: [redacted]I am rejecting this response because I have had the worst customer service with Kucumber.. Dimitra said she hadn't seen this severe bruising and raised veins happen before so contacting company and Physician . I had to wait from April to August for an answer to my side effects. Now she says people were on vacation, for months? I consider this severe bruising and it was painful for 3 weeks.  She said she couldn't call me back because she worked at other Stores, so I waited weeks for return calls. I don't want any more of their customer service, just a refund. Dimitra states in end of November I was upset, Yes I have waited to long for acceptable customer service.   Sincerely,[redacted]

We extend our apology to Mrs. [redacted] for not being able to reach an amicable resolution at this time. After several years of exploring options to help Mrs. [redacted] and over a year of no communication from her we feel at this point to much time has passed to consider a refund. Several reasons have led us to this final decision. There were several conversations with Mrs. [redacted] that were understood by both parties that a refund was not an option but an in store credit was agreed upon based on several factors. Therefore we will have her credit available if she chooses to continue with the laser treatments she agreed upon.

There seems to have been some miscommunication as there was a change in management since the last time he contacted the clinic. The client was refunded. He said is satisfied and would contact Revdex.com to update his claim. Thank you.

We apologize if you feel our policies seem to be unreasonable. As a company we strive to help resolve all concerns. On October 2011 you became a customer. On May 13th of 2013 you made an additional purchase of  ifferent services we offer for cosmetic fillers and [redacted]. A few months later our...

Seattle office received a call from you stating you did not want to continue with this purchase. You were made aware of our policies that we do not issues refunds however we will use your credit towards other services. All policies have been the same since your first purchase in October 2011. Another conversation takes place in August 2014, you wish to only speak with our regional manager to help put a package together. Our regional manager drove down to Seattle to consult with you. A package was established. One year passes until we hear from you again. Unfortunately we cannot accommodate your request for a full refund. We will however allow you to use your credit towards other services. After two years we would void all unused credit. We will make an exception if we can come to an agreement. Again I apologize if you feel that you were not taken care of. Our policies are available for your review. All your consent forms are signed as well as our policies that states our no refund policy. We value you as a customer and hope to reach a mutual agreement soon.

On behalf of Kucumber I want to contest [redacted]'s complaint. [redacted] purchased her Coolsculpt at will along with the several points she desired. We have all the documents in her file that show what services she purchased with her initials. [redacted]'s source of payment was an option we offer that she opted in for...

as it takes several applications to process this request. I have her signatures for these documents which clearly has all policies listed. [redacted] asked for a consultation for the abdomen and decided to complete a full consultation for the body. She was very excited and wanted to get started right away to be prepared for a vacation coming up. [redacted] requested a refund approx 1 month after her initial treatment. I spoke with her and explained our no refund policy and options as credit if needed. She claimed the service didnt work and explained to her that it takes 8-10 weeks to see results and offered to review paperwork that she has copies of that describes the service. At no time did she mention the service unbearable. She then contacted Help Card and put in a refund request with them. They denied the request due to our policy which was signed and initialed by [redacted]. We want [redacted] to use her services or use her credit so it does not go to waste. We have contacted [redacted] twice with no response until now.

Complaint: [redacted]I am rejecting this response because:
The business, Kucumber Skin Lounge (KSL), has consistently ignored my concerns, and is continuing to do this.  I signed a contract for a specific service, treatment the under eye area with [redacted] filler injections, which KSL assured me would be a safe and effective treatment for me.  However, they neglected to disclose the health risks associated with the treatment.  They also did not engage their licensed medical staff, as indicated in their advertising.  I have medical documentation stating this treatment is not safe for me.  Despite submitting the medical documentation, and requesting a refund on numerous occasions (meetings, emails and phone conversations):
-KSL continues to ignore the treatment’s medical risks to me (medical opinions from a dermatologist and a plastic surgeon both of whom regularly practice this treatment in their clinics), -KSL continues to refuse to issue me a refund, even though KSL [redacted], Ms. W[redacted], admitted on 10/3/2015, that KSL does in fact, provide refunds if there is a medical reason,-KSL continues to present [redacted] filler injections as a viable treatment for me, despite the two medical opinions advising otherwise, and my frequently voiced misgivings about the treatment, and-KSL continues to push a much more expensive treatment as an alternative to achieve the desired effect, which it is two to three times the cost of the treatment specified in the contract ([redacted] filler injections). 
Given this experience, I do not feel safe receiving any treatments around the face and eyes from KSL, nor do I have confidence that KSL has their customers’ safety, best interests and customer satisfaction at heart.  I have also become increasingly alarmed by how this business insists that I must pay $1,300 for a service that I believe is not safe for me, even if it means forfeiting my money.
I understand that Revdex.com is neutral reporting agency, and not an enforcement agency or an investigations agency.  Revdex.com asks companies to address and respond to the issues raised in complaints from their customers, but cannot ask a company to change its policies, warranties or terms and conditions.  Thus, I understand that if I am continuing to seek assistance in this matter, my options are to file complaints with the local Attorney General’s Office – Consumer Protection Division, King County Small Claims Court and the Department of Licensing, all of which I am prepared to do.Sincerely,[redacted]