MDRX Advanced Skincare

Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

The refund has been mailed as request. This customer was called by the owner as requested, within an hour of the customer  leaving a message to resolve the issue.The customer did not answer or return the call.The customer scheduled a technical facial in which glycolic acid is put on the face...

followed by microdermbrasion. A wand with suction is used to lightly scrap a diamond encrusted tip across the face to remove excess dead skin. An individual is awake during the procedure. It is incumbent upon the licensed professional to communicate with the customer during the procedure and closely monitor the skin. Unlike like a European facial which is very relaxing, the facial the customer elected is performed much differentlyIt is unclear why the customer did not have a conversation while in the studio to handle any confusion or misunderstandings.The customers file was not lost. Customer files are stored in a locked cabinet,  check out and in daily. MDRx follows strict security protocols to protect confidential information.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: First, these facials are by appt only and you have to leave a message to make an appointment and I have had numerous scheduling issues. I purchased a Groupon for 3 Microdermabrasion facials. I couldn't get in for my first appt for a couple of months. Finally had my first facial with [redacted] and I was happy with the results, but the experience was not at all relaxing. No biggie, I liked the facial and I even spent another $120 on products. Made my second appt. I then received numerous calls to schedule me - but I had already scheduled and they couldn't find my file, had no record of me scheduling, etc. Went to my second appt with [redacted], again, not relaxing but I like the facial. When I came out from having my second facial, I met the owner [redacted]. Talked in depth with her about the products etc and at that time, paid $150.00 for another 3 facials (although I still had one left from the Groupon purchase). Made my 3rd appt for 11/23 with [redacted]. On 11/19 MDRx called me to reschedule my 11/23 appt to 12/1 at 9am as [redacted] was unavailable. I arrived for my 12/1 appt at 9am only to find out that the esthetician was running late. I waited for 15 mins and then left telling the receptionist that I will reschedule. I am VERY disappointed in the customer service this place delivers. These services are expensive and customers should be treated better. I will not be going back to this place ever.Desired Settlement: I still have one facial remaining on my initial Groupon purchase. I also have my receipt of $150.00 for the next set of 3 facials and I would like my $150.00 refunded in full as soon as possible. If I knew what I know now, I would not have purchased the additional 3 facials.

Business

Response:

The refund has been mailed as request. This customer was called by the owner as requested, within an hour of the customer leaving a message to resolve the issue.The customer did not answer or return the call.The customer scheduled a technical facial in which glycolic acid is put on the face followed by microdermbrasion. A wand with suction is used to lightly scrap a diamond encrusted tip across the face to remove excess dead skin. An individual is awake during the procedure. It is incumbent upon the licensed professional to communicate with the customer during the procedure and closely monitor the skin. Unlike like a European facial which is very relaxing, the facial the customer elected is performed much differentlyIt is unclear why the customer did not have a conversation while in the studio to handle any confusion or misunderstandings.The customers file was not lost. Customer files are stored in a locked cabinet, check out and in daily. MDRx follows strict security protocols to protect confidential information.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: I purchased three facials in November of 2015 for $100.00. I have been calling since the beginning of March, 2016 to setup an appointment for these services. I have left numerous voice message for almost 2 weeks straight; it may have been longer, I don't even remember. Each time I leave a voice message, with my name and contact information as well as a reason for my call. I've even explained that I've left several previous message and would like a return call. I received one miss call with no voice message on Wednesday March 9th, after 4 messages I've left. I have since then made 4 more calls to the business, each time leaving a voice message with no success of a return call. I don't understand how difficult it is to return a call and feel that I should not have to contact them as much as I have for services. If I had not prepaid for facial services, I would never return to this place of business.Desired Settlement: I am so frustrated at this point, I would like a complete refund of $100.00.

Business

Response:

This complaint is very concerning as customers are the life blood of our business. We have a policy of returning calls within 24 hours, except for the days we are closed. Our goal is to return all calls the same day.

We keep a very detailed call log. A review of the call log did not show this customers name or phone number. That is not to say this customer did not call. It is not clear what happen here.

On an ongoing basis we get calls from people calling from their cars, or from a public place, or with the tv on or loud voices in back ground, and we can not clearly hear the name and phone number. At times calls get cut off or are garbled. This is as frustrating for us as it is for the customer.

Our records show this customer was serviced on April 9, 2016 and it was reported the customer had a good experienced and expressed the request to be contacted within 24 hours.

Customer service is our number one goal and we look forward to offering the best possible experience.

Review: I purchased a groupon for a facial at this studio which I redeemed on 4/5. I prepaid for another facial and purchased skin care products. I am not satisfied with the quality of the product. (The product peels off my face - does not absorb into my skin. My face has taken longer to heal from the microderm procedure than it has in the past. I stopped by the studio on 4/7 to return the product. I was told only the business owner could process a return and was unable to provide any contact info or a time the owner would be avaialbe. I left my contact info so the owner could call me. That evening I left a voice mail and left another voice mail on 4/8 requesting a call from the owner. The website posts a "YOUR SATISFACTION IS GUARANTEED WITH OUR 30-DAY MONEY BACK GUARANTEE" "Return Instructions 4 Easy Steps to No Hassle Returns". On 4/8 I sent an email reqeusting a Return Merchandise Authorization number (RMA) as instructed, and have not received a response. Today I called again and left another voice message requesting the # so I could process my return or let me knwo when someone would be avaialbe to process in person. Refund Requested:$80 cash - for product$5.71 credit card - tax for product$40 credit card - future facial for service that has not been redeemed and will not be.Desired Settlement: Return product and receive credit:Refund Requested:$80 cash - for product$5.71 credit card - tax for product$40 credit card - future facial - ervice has not been redeemed and will not be. Cancelled apt.

Consumer

Response:

I am writing to notify you that complaint id# [redacted] has been resolved. The business provided a refund today. Please close this complaint. If you have any questions. I can be contacted at ###-###-####.

Review: I purchased a [redacted] for three facials. (All of which were rescheduled and I had three different people each time) I thought the quality of the facials were decent so on September 8, 2015, I decided to purchase a facial without a [redacted]. I had to pre-pay for the facial and scheduled my appointment. I had always been contacted to confirm my appointment but had not for my appointment on November 3, 2015. I called and was told that my appointment had been cancelled and they didn't have my contact information to inform me. I had since called three times to schedule an appointment and speak with a supervisor and as of December 1, 2015 I still have not been contacted. This company only takes appointments and is closed to the general public so I cannot go there to get this issue resolved.Desired Settlement: I want to be refunded.

Business

Response:

We have communicated with this individual several times to accommodate her schedule. Scheduled appointments are not cancelled because we do not have a working phone number on file. Appointment cards are given/offered and confirmation calls are made as a regular business practice. If a person is unreachable, then we depend upon the individual to honor their appointment time. We have highly trained licensed individuals who perform the treatments and do not guarantee the same licensed individual will perform the treatment every time; though, we do our best to accommodate a customers preference, this is not always possible due to scheduling. Our primary objective is to accommodate the customer whenever possible. The company is by appointment and open to the general public. All calls are returned promptly each day the business is open. Our refund and cancellation policy is clearly posted and customers sign an acknowledgment to avoid misunderstanding. Our business is run in a very transparent manner to best service the consumer. We have made earnest attempts to remedy this individuals concerns offering several viable solutions. Unfortunately, we were not able to reach amicable cooperation and provided a refund to end our business relationship with this individual.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

I would like to add that this business did not try to accommodate my schedule & did not contact me to cancel my appointment. And I had called them three times without a response. The business did refund my money. I would not recommend this business