Pure Balance

I had to pay for all treatments in advance before discovering their product doesn't work. I asked for a refund - twice. They have not responded.
On 04/30/2018, I paid *** to Regenix (Invoice Number XXXXXX) in order to mitigate hair loss. I was told that I had to pay the entire bill upfront as the "treatments" they were going to send me were specifically formulated for me, based on my hair samples that I was to send to them approximately every 3 months. Depending on what they found in the hair samples, Regenix would add more or less of certain things to the treatment vials in order to mitigate hair loss.
Each week, when using the Regenix products, you had to use the "treatment" vials every other day, use "follicle cleanser" on the days you didn't use the treatment, and one day where you didn't use any of the Regenix products. I remember that the "follicle cleanser" was particularly rough on my hair, knotting it up so badly that when I would comb out the knots, wads of hair would come out in my hand. This was alarming. The Regenix conditioner that they had me use did not help with the knots. It didn't seem right that the products I was using to mitigate hair loss were just making my hair fall out even more.
*** the Regenix representative who answered my emails regarding what to do about my hair falling out even more with the use of the Regenix products, was of more help to the company than to me. She told me to use less of the "follicle cleanser" (didn't really help) and to use a different conditioner that wasn't made by Regenix. I continued using the Regenix shampoo, "follicle cleanser", treatment vials, in addition to the Olaplex conditioner that *** suggested to me. My hair was still falling out (but to a lesser degree when I started using the conditioner that wasn't made by Regenix)- even though Regenix products are marketed to mitigate hair loss. I started using the Regenix products in May 2018 and by November 2019, still hadn't noticed an improvement regarding my hair loss. I still noticed wads of hair coming out when combing my hair. I finally made an appointment to discuss this with my dermatologist.
The dermatologist looked at my scalp and asked me a few questions regarding my family history regarding hair loss. The dermatologist suggested that I use Rogaine (minoxidil) to mitigate my hair loss. The dermatologist also recommended that I stop using the Regenix products as they were clearly not working. I've been using Rogaine since 11/24/19 and have noticed a BIG improvement! I use Rogaine twice a day every day and have noticed that my hair isn't falling out like it used to when I was using the Regenix products.
I contacted *** on 12/01/19 to let her know that after 18 months of using Regenix products my hair was still falling out so I went to see the dermatologist who suggested I start using Rogaine to address my hair loss. I also asked in my email dated 12/01/19 if I could get a refund for any treatment vials that I already paid for but haven't used (because they have to make a fresh batch of treatment vials in response to each time I send in hair samples). She didn't respond. I sent her the same email again on 12/11/19 and again, received no response. Clearly, this isn't right. I should get a full refund for a product that doesn't work, but I was simply asking to be refunded for the treatment vials I haven't used yet.

The CEO of Regenix offered a $250 refund rather than a full refund of approx $750 for 34 remaining and unused treatments.
I developed Alopecia Areata - loss of hair back in 2017 due to an adverse reaction to a prescribed drug. In June 2018, after most of my hair had fallen out and there were no further guarantees from my doctors that the hair will ever grow back, I called Regenix to ask for a full refund of the unused treatments and I received this email on June 11, 2018 from *** from Regenix which is totally unacceptable to me. I would like a full refund for the 34 remaining treatments (approx $750.00) that I will no longer be able to use due to my health condition.

Hi ***,
I spoke with the CEO of Regenix about your situation, and let him know that you were very cordial on the phone with me, and that I'd like to do whatever I can for you. He agreed to make an exception to our policy and offer you a refund of $250.
If this is acceptable to you, please give us a call with the credit card you used to make the original treatment purchase so we can refund that same card.
Sincerely, ***
Regenix
Cedars-Sinai Medical Office Towers
*** West Third St.
Suite 420-E
Los Angeles, CA XXXXX
P XXX-XXX-XXXX / F XXX-XXX-XXXX
www.regenix.com