Medical Aesthetics & Associates LLC

Complaint: [redacted] I am rejecting this response because:They are not being true in their answersYes! I forgot the appointment, but I offered to stop by at the same minute when they called meI said I was min away and that I would be there even before my appointment was ended.They said they were packed and I'd have to rescheduleI tried to reschedule the appointment, but they said I'd pay a $feeI asked why, and they said this was on the websiteThen I asked: Why they did not mention that on the call they gave to me when they offered this promotion service nor on the email that I asked them to send me with the detailsOn the call they asked me to pay for the service in advance, I said NOI said I'd pay only when I had the service done and they agreedSo how why would I authorize someone to charge my card for a fee without my presenceI never said I'd authorize the chargeAlso I said didn't want to reschedule it anymore because they were not being fairI did call them and nobody pick u[ the phoneI left a message with my name and mentioned the reclaiming the did on my card again (they charged $again )I Asked them to stop charging my card or I'd do a complain as fraud This business is not respectful and honest towards their clientsAlso they are not telling the whole truth about this case.Thanks, [redacted]

Thank you for contacting us regarding this complaint and allowing the opportunity to respondI’m sorry that our services did not work out for Ms [redacted] As per our company policy we do not issue refunds but as a courtesy we will issuing a one time refund in the amount of $to Ms [redacted] she should have already received her check in the mail At this time the complaint should be resolvedThank you

The client had an appointment on 3/17/at 3pmminutes after the appointment time, the client was contacted to see if she was able to make it inThe client stated she forgot about the appointment and wouldn't be able to make itWe have a $No Show policy on file and posted on our
websiteWe informed the client we would need to charge her the fee and was upset about being charged but gave the authorization to charge her credit card for the No Show feeThe client did in fact dispute the credit card charge through the Square website but was unable to have the charge reversed due to our posted policy requirementsWhen the client made the appointment we agreed to not charge her in advance for the promotion being offered and did not take her credit card information at the time of schedulingThe credit card information was obtained when the client was contacted after her scheduled appointment time had passedWe did not charge the client any additional fees on any other dates and we never received a message or was contacted by phone by the client after the credit card was charged and the client never requested to have her service rescheduled. Thank you

To Whom It May Concern;I am responding to the Complaint # ***. Seattle Executive Med Spa has worked diligently to try to satisfy Ms***’s regarding the Cool Sculpting service she purchased. Ms*** acknowledges that she signed, and was aware of our “no refund“ policy,
when she had her consultation and paid for her services. We have not refused to provide the service, it has just been delayed, the malfunction and repair of the applicator, is out of our direct control. When the Cool Sculpting applicator failed and we realized it could be a lengthy delay, we immediately offered an alternative service that would provide the same results, yes it would have required more treatments, but the results would have been the sameMsK*** was will*** to pay for the parking for the additional treatment dates.Ms*** was also offered, any other service that we offer, as an alternative to waiting for the applicator repairsMs*** did not feel that we were apologetic enough, or reasonable enough in our communicationsMs***’s communications became increasingly aggressive and the staff at Seattle Executive Med Spa began to feel threatened by the nature of the communications from her, as well as her husbandIt was at the point her husband’s communications began to contain threats, that MsK*** advised Ms*** that she and her husband were not welcome to enter the premises at their leisure, or contact the office, unless it was for the scheduled treatmentWe continue to work with the Cool Sculpting vendor to get the applicator repaired as soon as possibleThey have indicated a back log at their facility, but our representative assures us it will be ready soon. We will be more than happy to provide Ms***’s serviceAs soon as we have the applicator in hand, she will be contacted by email and phone to set up a convenient appointment to complete her servicesIt has always been, and continues, to be our desire to provide Ms*** with a positive experienceWhen someone, like Ms***, purchases a cool sculpting service, we must purchase a consumable that is specific to that individual from our vendor, and it is non-refundable from the vendor. The vendor representative is due to be in our office on April 21, 2017, we are hopeful that she will have news of when the applicator will be available, so that we may complete Ms***’s serviceMs*** has a credit to use at anytime for any service that we offer, with no expirationWe do not feel that a refund, exception, is warranted in this caseCopies of email communications, and signed refund policy, available upon Revdex.com requestRespectfully,Melva M***, Director of Operations

Complaint: ***
I am rejecting this response because:i was never informed of a no refund policy and that is a bold faced lie, I was also never informed I could use it towards one time servicesI move this Thursday and need this resolved asapTwo hundred dollars is a LOT of money for a single mom as myself to be spending with any one companyI would never have just thrown this money at your business ESPECIALLY over the phone had the no refund policy been disclosedThis is highway robbery!
Sincerely,
*** ***

Complaint:
***I am rejecting this response because:
The response from the business is not factual I did not hold up the refund In fact I disputed the charges after two unreturned voicemail messages and a full three weeks from the date the manager (Trina) had agreed to process the refund Here's the timeline: The business contacted me to cancel my appointment hours prior to my scheduled appointment: 3/15/at 12:30pm PT I Spoke with manager (Trina) and on 3/16/and she agreed to process the full refund on same day On 4/1/there was still no refund to my card so I left a voicemail message for Trina that day Trina did not respond to my voicemail so I left another voicemail message for Trina on 4/4/ On 4/5/there was still not response, so I disputed the charges with BofA that day On 4/5/BofA credited my account with $as a result of the disputed charges for services not rendered The business response is not satisfactory, or truthful
Sincerely,*** ***

The patient was refunded on 4/of this yearWe tried to refund him earlier but he had disputed charges through square which held up the refundWe had to re-schedule his appointment because the nurse was extremely ill and he had been sent home that day becuase of the flu

Complaint: ***
I am rejecting this response because:I was told through email that no communication could be made with Seattle Med Spa on telephone or in person I tried several times to get someone on the phone to discuss my options for alternative treatments and they denied my attempts as well as my husband's The so-called threats and aggression that we were accused of by MsM*** consisted only of discussions to come by in person or to report the matter to the Revdex.com No "threat" in the physical sense was EVER made I was told over and over by MsK*** that she was grateful I was not "yelling at her which clearly shows that this happens quite often and that I held my composure throughout the awful experience It seems unfair that Seattle Med Spa can have clients pay in full, sign no-refund waivers, and then essentially steal their money by refusing service due to their own incompetence and lack of understanding of how to use their equipment Because of the tense relationship that Seattle Med Spa has created by denying me the right to discuss options on the phone or in person, it seems unlikely that I would receive fair treatment if I were to accept an alternative service Additionally, their terms would make it impossible to even make an appointment At this point, their mistreatment of my business would make any sort of appointment an even more unpleasant experience Additionally, MsK*** was well aware that I walked to my appointment so an offer to pay for parking for additional treatments should be disregarded as a weak attempt to make up for her unprofessionalism This also was never originally offered.My payment was made in full in January It is now the end of April and I have not received my service and have been rejected by the company to make further arrangements This has also caused unnecessary stress and anxiety over a large sum of money that was saved for a special present to myself I would like a refund and to not ever have to deal with this business again I would also like this complaint to warn others about my experience in hopes that no one else loses $2,to a company run by unprofessional, inexperienced and uneducated employees
Sincerely,
***

Seattle Executive Med Spa did offer the microdermabrasion package the client described in the complaint. It was sold to the client over the phone and while the client states they were not informed of the No Refund Policy we hold at Seattle Executive Med Spa, the client had previously visited the spa...

for services and the No Refund Policy is posted in the lobby and we do inform the clients at the time of purchase of the No Refund Policy. The client had over 6 months to use the services she purchased before leaving the state. Seattle Executive Med Spa also offered to transfer the services to another person of her choice or to trade in the value of her purchase toward a one-time service she could use before moving. The client refused both offers. The offers extended to the client still stand and the offers are documented should the client decide to accept.

Complaint: [redacted]
I am rejecting this response because:They are not being true in their answers. 1. Yes! I forgot the appointment, but I offered to stop by at the same minute when they called me. I said I was 5 min away and that I  would be there even before my appointment was ended.They said they were packed and I'd have to reschedule.2. I tried to reschedule the appointment, but they said I'd pay a $50 fee. I asked why, and they said this was on the website. Then I asked: Why they did not mention that on the call they gave to me when they offered this promotion service nor on the email that I asked them to send me with the details. 4. On the call they asked me to pay for the service in advance, I said NO. I said I'd pay only when I had the service done and they agreed. So how why would I authorize someone to charge my card for a fee without my presence.5. I never said I'd authorize the charge. Also I said didn't want to reschedule it anymore because they were not being fair.6. I did call them and nobody pick u[ the phone. I left a message with my name and mentioned the reclaiming the did on my card again (they charged $50 again ). I Asked them to stop charging my card or I'd do a complain as fraud This business is not respectful and honest towards their clients. Also they are not telling the whole truth about this case.Thanks, [redacted]

Complaint: [redacted]I am rejecting this response because: because of further deception and lies on the part of this business.  I accept that the balance due will no be accepted and we can essentially part ways and no longer have contact.  However, I still wanted to point out the inaccuracies on the part of the business response to this complaint.
The no refund policy was never disclosed verbally.  The MA was only in room to take measurements but there was never any written form given regards to treatment plan.  The payment and the receipt was given prior to the MA coming into the room for those measurements.  I was indeed stopped at the elevator and not prior to leaving the business office.  Like I said the receipt was given prior to measurements taken not in the manner the business said happened.  As for calling [redacted], in my complaint I never said I called [redacted] but rather I called my credit card company.  They did indeed call the business, said they spoke to Ryan, who confirmed that I was told the no refund policy when actually, he was not even in the room when payment was given.  As for the no refund policy, it must have been recently added to the website as it was not clearly visible when I was  looking at the website earlier. 
Suggestion for business would be to add this link to the top of the website and to the new patient forms upon arrival, as well as have a WRITTEN form of treatment plans prior to payments.   It would also be helpful for someone to verbally walk through each part of the form as well as seeing it written.  Business says many people come in for cool sculpting treatments but yet there is no testimonial and/or photos related to actual CS treatments done by this business.  There was only the video and the photo stock cards from the zeltiq company.  It would be helpful for future customers to see/read about your work.
As for the other treatment options, after learning a week after the fact about the no refund policy that was not verbally made clear to me and I was told I was signing a release to order materials (later learned it was the no refund policy acceptance) I initially thought I would look into something else the business offered.  I was only available on certain dates.  I wrote on August 17th.  Didn't hear a response until a week later for yet the following week, which I was not available.  Had the communication been more timely on your behalf, perhaps I still would have considered it. 
I am embarrassed to say I had my guard down and was swooped in easily without researching both the business and procedure  further.  Sadly I'm not the first to have learned a very expensive lesson and unfortunately know I won't be the last.  I accept that I made a huge mistake and greatly appreciate knowing that the balance due will not be collected.   In light of error on both sides, it is the best compromise at the moment.   Thank you.     Sincerely,[redacted]

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorry that our services did not work out for Ms. [redacted]. As per our company policy we do not issue refunds but as a courtesy we will issuing a one time refund in the amount of $249.00 to Ms. [redacted]...

she should have already received her check in the mail.
At this time the complaint should be resolved. Thank you

September 2, 2016
 
Revdex.com
1000 Station Drive Ste 222
DuPont, WA 98327
 
Case ID: [redacted] : [redacted]
Response to Complaint
 
To Whom It May Concern:
 
The complainant presented to our office on August 4, 2016. She came in for a consultation...

on a GROUPON deal she had purchased for our Venus treatments. She was evaluated and it was determined that she was not a candidate for that treatment. At this point we discussed the other procedures we have to offer, that she would be a candidate for. She was seemed very excited about the Cool Sculpting treatments. The person doing her consultation invited our MA to join the consultation, at this point. They suggested that she go home and think about the treatments, if she was on the fence about the treatments. She indicated she was ready to move forward and understood that, we order the products that are specific for her treatments, and that there are no refunds, and that it takes a few weeks to receive the products for her treatment.
 
It is our policy, and it is a part of our script when talking to new clients, to make sure they understand that we have a No Refund policy. We must order product specific to the client and their treatment needs, and this is a costly expense if the client changes their mind. This is also why we have more than one person in the room when we are finalizing a treatment plan.
 
It is also our policy to have all forms signed, including our refund policy, before proof of payment (receipt) is given to the clients. She paid and started to walk out the door, when she was stopped at the door, not the elevator, to finish signing all forms and she was given her receipt.
 
Our No Refund policy is also
 
We offer a large variety of treatments and services, so there is always something that a client will want to do as an alternative, if they decide against a specific procedure. As you will note from the complainant's email of August 17th, she was aware and willing to receive other treatments in our office. She was also aware that it might take a few days for Ms. K[redacted], and the complainant to reach each other. Then she filed the complainant within the window she said she would be available for contact, and refused further contact from Ms. K[redacted] or our office.
 
The claimants comments about calling [redacted] to contact our office on her behave do not make any sense what so ever. She did not use [redacted] and they would not become involved with someone that was not their client. In addition, they did not call our office on her behalf. This was a false statement from the complainant.
 
At this time Seattle Executive Med Spa is not willing to give a refund, based on our long standing,
No Refund Policy and the fact that the products were ordered for the complainant's treatments. However, we are still willing to work with this individual to utilize the credit of $5306.25, she has with us, toward the many other services we offer, which the complainant outlined in her own email and indicated she was willing to receive. We do not intend to attempt to collect the balance of $1768.75 due on the original treatment plan for this individual.
 
Please find attached copies of the email exchanges, as well as copies of the forms that the complainant signed.
 
Sincerely,
Melva M[redacted]
Director of Operations
Seattle Executive Med Spa
 
 
This is from the Home page of our website
 
Cancellation/No Show Policy:Seattle Executive Med Spa strictly enforces the NO SHOW policy. We ask that you cancel all appointments at least 24 hours in advance so that others can be seen. A $50.00 fee will be charged for all missed physical and procedure appointments.
Refund Policy:
All sales are final
 
EMAIL MESSAGES AND SIGNED PAPERWORK
---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Sun, Aug 7, 2016 at 5:59 PMSubject: Re: sept 10 sculptingTo: Seattle Executive Spa <[email protected]>I would like to cancel the sculpting appt / procedure. I regret that I didn't fully think it through both financially and physically. Bottom line I am NOT comfortable following through at this time but will consider it again down the roadI am notifying of this change via email due to your office closure on Sunday/Mondays. I am out of town Tuesday. I will call on Wednesday, though I realize I will probably be playing phone tag.Thank you[redacted]
Seattle Executive Med Spa
509 Olive Way, Suite 1062
Seattle, WA 98101
206-708-1795
From: "Seattle Executive Spa" <[email protected] om>To: "[redacted]" <[redacted]>Sent: Friday, August 12, 2016 12:15:42 PMSubject: Appointment Sept 10th
We look forward to seeing you at 9:30 on September 10th. 
Seattle Executive Med Spa
509 Olive Way, Suite 1062
Seattle, WA 98101
206-708-1795
---------- Forwarded message ----------From: Seattle Executive Spa <[email protected]>Date: Wed, Aug 17, 2016 at 12:56 PMSubject: Re: Appointment Sept 10thTo: [redacted] <[redacted]>
Dear [redacted],
 
This is Ryan with Seattle Executive Med Spa. I have received your e-mail and have forwarded your message to Trina. She will be e-mailing you back and you guys can take it from there.
 
Best Wishes
 
On Wed, Aug 17, 2016 at 12:12 PM, <[redacted]> wrote:
Trina,
I am cancelling the cool sculpting procedure.  However, I am interested in talking with you about a couple of other services that you offer and use the credit already paid toward those.
one item that I wanted to talk with you about was the circumferencial reduction for upper arms. plus wraps/facials/massages could interest me as well.
Depending on what is decided, I could still come at 9:30 on September 10th as previously scheduled.
It might be better to schedule a time for discussion at your office.
I am available tomorrow (18th) or Friday (19th) and until noon on Saturday (20th)
Next week, I'm available Thursday (25th) and Friday morning  (26th)
If it is easier to respond via this message with some time options on these days, then do so. 
I may or may not have immediate access to phone.
I would appreciate an opportunity to talk with you about these different options.
Thank you.
[redacted]
 
--------- Forwarded message ----------From: [redacted] <[redacted]>Date: Thu, Aug 25, 2016 at 11:51 AMSubject: Appt requestTo: [email protected] recieved the voice message on 8/24/16 from the front desk that Trina has suggested a call back from me to set up a video/face chat.However, it is my understanding that since there is already a claim filed with Revdex.com that future communication needs to be relayed through them.Thank you-[redacted]
Seattle Executive Med Spa
509 Olive Way, Suite 1062
Seattle, WA 98101
206-708-1795
 
 
 
---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Sun, Aug 28, 2016 at 10:21 AMSubject: Sept 10To: [email protected] to clarify - my previously scheduled appt on Sept 10 should be completely cancelled. Thank you. -[redacted]
Seattle Executive Med Spa
509 Olive Way, Suite 1062
Seattle, WA 98101
206-708-1795