Romeo & Juliette Laser Hair Removal

Review: I purchased two packages of laser hair removal services. The service resulted in both additional facial hair growth on the sides of my face and skin damage to my upper lip. As a result, I have had to resort to paying a dermatologist and an electrologist to try to fix both problems, which are still not yet resolved. When I first noticed the problem, I immediately went back to Romeo and Juliette, where I spoke with senior technicians, who told me that a younger technician who had worked on me during one of my visits had been overzealous with the laser and that it had caused the extra growth. I then met with the owner, [redacted], who also told me that the same and then said that he thought that additional laser treatments for the hair growth would likely make the problem worse. He also gave me a cream called Elure that he sells to see if it would eliminate the hyper-pigmentation on my upper lip. It didn't, and I started seeing a dermatologist to try to fix the problem.

The owner was very aggressive with me when I called back later in late June of this year to tell him that I wanted a full refund for the services. He didn't deny that the problems were the result of my experience at his salon, but he criticized my decision to see an electrologist denying that he had ever told me laser would likely make things worse. But at the end of the conversation, he agreed over the phone to refund the full amount of both packages and said he would send me an email to confirm. Then, he sent me an email that again criticized me and said he would only refund one package. I proceeded over the next few months to try to get him to honor his earlier agreement and he first ignored my emails, then told me he would think about it and then said he would only refund the one package and the remainder of the second. He is now completely ignoring me.

To be clear, the problems created by this salon have not only been extremely upsetting. It has cost me hundreds of dollars in additional services. Also, my dermatologist says that I might have this problem on my upper lip for the rest of my life. I have not asked [redacted] to pay those fees, just to stick to his agreement to refund me for the extremely unsatisfactory experience I had at his salon.Desired Settlement: I want the full amount of what I paid to Romeo and Juliette refunded.

Business

Response:

Dear [redacted]:

We have received your letter dated October [redacted] and are replying accordingly.

This complaint is WITHOUT MERIT, for treatments that occurred THREE YEARS AGO and have been properly addressed and should not even be included as a complaint .I will state the facts and attach all documentation to prove our point.

[redacted] came to us on August [redacted] 2010 for a lip and chin treatment. She paid $ 75.00 per area for a total of $150.00 and got treated. She then came again on September ** ,2010 and paid $ 375.00 to upgrade to a lip package only. She did not get a treatment for her Chin. By paying $ 375.00 she bought 5 additional treatments with complimentary touch ups within 2-3 weeks after each treatment.

[redacted] then visited us on Oct **, 2010 and told us that she felt that there was discoloration on her upper lip. Although not noticeable, I gave her complimentary cream to use.

Her next visit was in November 2010 and she must have been happy with her results because she paid another $ 375.00 and upgraded to a CHIN PACKAGE 111 (An area that she has no problem with)

As you can see from the enclosed paperwork, she then visited us on November **, 2010, Dec **, 2010, January ** 2011,May ** 2011 AND August **, 2011.

She completed her SIX Sessions of upper lip treatments that she had paid $ 450.00 for and FIVE sessions of chin treatments that she had also paid S 450.00 for, leaving her ONE UNUSED SESSION with a value of $75.00

During her visit on August [redacted] 2011 ( More than TWO YEARS AGO ) she complained about additional growth In surrounding areas. She had felt that laser treatment on her upper lip may have resulted in her having additional hair on the side of her face. Itold her that anythingis possible, as per the paperwork that she had signed advising her all the risks and complications with such a procedure.

Never the less ,I advised her that if necessary, we would give her additional treatments on a complimentary basis to address any concerns that she may have. I also gave her Elure Cream that costs $150.00 complimentary for her to try to resolve any issue that she felt she may have had with us.

TWO YEARS LATER, [redacted] contacts me via email,saying that she decided to go and have Electrolysis on her sides of the face and that she wants to have a refund NOT ONLY on the UPPER LIP area that she felt she had an issue with but the CHIN AREA AS WELL

I told her that we refund UNUSED PORTIONS of any treatment so I offered her $ 75.00 refund for the CHIN AREA, as she had ONE SESSION LEFT and as a COURTESY A FULL REFUND on the upper lip area amounting to $ 450.00 for a total of $ 525.00.

[redacted] refused this amount and insists on a FULL REFUND on all areas treated, TWO YEARS after any treatment was done. She could have accepted my offer for MORE complimentary treatments or AT LEAST consulted with me prior to getting any ELECTROLYSIS DONE ( [redacted] also had electrolysis prior to starting laser services at our facility ) •

[redacted] complains that she can not reach me. I have asked her to come in to our facility to discuss in person but she has refused. I am also a busy person constantly traveling and going to conventions. However I am available to take care of any issues that may arise.

We have done everything in our capacity to take care of this issue. We have offered her a FULL REFUND on the SO CALLED problematic area ,TWO AND A HALF YEARS after her issue, yet , she wants more.

I am enclosing All correspondence with [redacted], as well as the paperwork that she has signed, including all the payments made.

Ilook forward to having this complaint resolved at the earliest.

[redacted]

Romeo & Juliette LHR

Business

Response:

Dear [redacted]:

We have received your additional letter dated October [redacted] and are replying accordingly.

First of all, [redacted] was not treated by any young inexperienced technician in our facility. Secondly, treating an upper lip can not stimulate hair around the upper lip. It has never been documented. Thirdly, there can be pigmentation on skin from a variety of reasons ,including laser. However, in order to get pigmentation on upper lip, [redacted] would have to have been burnt in our facility. This has NEVER OCCURRED , [redacted] never complained about a burn. Taking any type of medication can give her pigmentation on upper lip as well. Never the less,we gave her creams to use as a courtesy, as we are looking to please customers, not aggravate them.

I have never criticized [redacted] about her journalism. I do not know where she is coming up with these stories. None of my technicians told her that we would not treat the area, as it would make matters worse. [redacted] is actually very condescending when she talks to us.

The main point here is that [redacted] did not contact us for TWO YEARS after her last treatment and is asking for a FULL REFUND not only on the areas that she felt an issue with but on OTHER AREAS as well. She made decisions on her own and wants us to pay for them. This is not acceptable.

I had offered her to refund the full amount on the area that she had an issue with, namely the upper lip but not on everything else.

As a Business Owner l am available 24 hours a day to ta ke care of any issues that customers may have but I can not be expected to yield to unreasonable demands ,two years after any contact was made.

I work seven days a week, and I am always available for clients.

I look forward to having this case closed as soon as possible.

Romeo & Juliette LHR

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I will restate this again. [redacted] told me both over the phone and in person when I met with him that there were times when laser hair treatment could stimulate additional hair growth. He said it was likely that the technician had gone a bit outside the lines of the upper lip and that some residual heat had stimulated other growth. He warned me that if he attempted to treat the problem with laser that it could encourage more growth further along the sides of my face. I was leaving to do an on-camera foreign assignment and in a situation where I had to do something about the very noticable and unsightly hair growth. So I decided it was worth allowing [redacted] to himself administer a treatment to see if it would eliminate the problem and whether it would indeed create more growth. Again, to be clear, [redacted] told me that it was very likely that there would be additional growth further along the cheeks of my face, but that if I were willing to try the treatment he would do his best. When the hair growth did occur, I called him directly in his office as soon as I saw it a couple of weeks later and told him and he offered to refund the remaining $75. of my money or allow me to use it on another part of my body like my legs or underarms, which he said were less sensitive and often responded better to laser hair treatment. I told him I wasn't sure how I felt about either of those two choices and he said that was fine and I should get back to him with what I wanted to do. Again, I did not wait two years to inform him of these problems. I was in immediate and constant contact.

In no way, did [redacted] tell me that he didn't believe me when I called him the last time this summer or suggest that I should document this additional hair growth. It is only now in the process of communicating through the Revdex.com that he has even suggested I should have been taking photographs all along. And as I have said when I saw him he told me himself laser could do this and could make things worse.

And finally, again, when he and I spoke on the phone this summer he never said that I should have called him sooner to discuss getting a full refund nor did he imply that I should have allowed him to continue treating the problem with laser. He is the one who cautioned me strongly against that approach. In our last phone discussion, I told him what I felt was fair and he agreed that he would refund the entire amount I have paid to his clinic.

This has been an extremely upsetting experience for me, but I am only asking for [redacted] to honor his own words and give me a full refund of what I paid to his clinic.

[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,