Sensitive Touch Innovative Medical Spa

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
The free sessions were no help as there was still zero change in my cellulite and, again, the technician worked on a totally different part of my leg
I still feel very strongly that I am entitled to a refund of some kind and will take this to higher authorities if need be
Revdex.com - can you please advise as how best to handle this moving forward?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

I received the same explanation from Sensitive Touch
when I complained directly to them via emailI still feel my reasons for
wanting a refund based on neglectful and poor treatment are valid - regardless
of the *final sale* policy
They state that my progress was documented in my chart - I never once saw
either technician document my concerns nor tell me anything about keeping track
of my progress in a chartEven if they did, I am still confused as to how my
progress could be ACCURATELY documented in words and not PHOTOS
Also - I did speak to the technicians about the difference in the way they were
administering my treatments and they said it didn't matterSeeing as this was
my first-ever cellulite treatment I really had no reason to think they weren't
being truthfulAnd if they were keeping such a diligent chart - wouldn't it
state the exact areas in which they were administering the treatment? Wouldn't
that have been a red flag? Especially since I was expressing concerns about not
seeing any results?
I paid for a service and that service was administered poorly and yielded bad
resultsI feel like I am entitled to some sort of retribution other than a
cookie cutter email
Sincerely,
*** ***

It is
very unfortunate and disappointing that [redacted] is not satisfied with her treatment at Sensitive Touch.   She is entitled to have her opinion about her experience.  However, as a business, we go above and beyond expected practice to satisfy all of our clients, and are confident that [redacted] was treated with the same commitment to excellence and stellar customer service.
Her request for refund will not be granted, as there is no merit or justified reason for it and the client is simply not entitled to one. (please see reasons in the previous response).
In an attempt to resolve this matter, [redacted] was given two additional treatments, free of charge (value of $400). This offer was made out of the good will of Sensitive Touch Medical Spa, did not reflect any obligatory measures and is far beyond any normal business practice.

Sensitive Touch Medical Spa at all times strives for superior quality of treatments and exceptional results.  It prides itself not only in top notch customer service but also consistent treatments.  And being the expert in the field, it never guarantees results of any...

of the offered treatments.  As esthetic medicine is not an exact science, expected results can only be estimated, based on previous results and clinical studies.  Even with the highest quality of treatment performance and client’s diligence, the results will on occasion vary. 
[redacted] was informed during her initial consultation that 30% improvement in cellulite reduction is the average result achieved with SmoothShapes treatment.  Having performed hundreds of SmoothShapes treatments, and a very high client satisfaction rate, at best, average results are expected, but never promised.    
At each of the client’s sessions, the treatment was performed in the best possible way, and all of the pre paid services were rendered.  The difference in the positioning of the body during treatments depends on the comfort of the technician performing it, without jeopardizing the quality of each session.  Both technicians focused on the same area of the client’s thigh (the outside), as reported in the client’s chart.  Clients always have the option of requesting a specific technician in case they prefer her approach or demeanor. [redacted] could have mentioned that she would prefer to have a single person perform her sessions and her treatments would have been scheduled according to her preference.  But she did not.  Majority of the SmoothShapes treatments for all of the clients are performed by different technicians and not a single case of client dissatisfaction or inconsistency has been reported thus far.  At the end of [redacted]’s sessions, when she expressed her disappointment in her
results, she was given two complimentary sessions, in an effort to further improve her results and make her happy.  That is Sensitive Touch Medicals Spa’s goal at all times, and [redacted] was not treated differently.  All the sessions were completed with the same diligence.
Sensitive Touch Medical Spa has hundreds of satisfied clients that have or are in the process of reducing their cellulite with the SmoothShapes treatment.  It is disappointing that the minimum amount of sessions required did not deliver the results that she was expecting. Treatments were performed according to the protocol and are recorded in the client’s chart.  It is not wrong to assume that more sessions were needed to produce desired result, as is the case with stubborn cellulite and fatty deposits. 
Before and after photos are not mandatory.  The progress of each treatment is recorded in the client’s chart. 
At this point, since all of the services were rendered, the consents were signed and the client has acknowledged the “final sale” policy by signing the intake form, we can’t give a refund. 
As client’s satisfaction is very important to Sensitive Touch, two additional treatments were given to the client, free of charge (value of $400), as mentioned above. This offer was made out of the good will of Sensitive Touch Medical Spa and does not reflect any obligatory measures.
Sensitive Touch Medical Spa does not offer any refunds, as all of their treatments are purchased as “final sale”, as clearly stated on the sale receipt and the intake form, for services rendered.  [redacted] signed all of her consents and sales receipts with clear understanding of cellulite reduction process and the company’s sales policy.

Review: I purchased two services from Sensitive Touch Medical Spa - 8 SmoothShapes Cellulite Treatment and 9 Zerona Laser. My treatments began on 1/*/2014 and cost a total of $1,801.58.

My complaint is specifically for the SmoothShapes, although I feel the service with the Zerona was improper as well. I chose to have the SmoothShapes done on my outer thigh and had treatments twice a week per the spa's instructions. During this time I had two different technicians. Below are my specific complaints:

- No before & after pictures were taken by the staff. When I told the technician after my first session that no one took a "before" shot and that I had my boyfriend snap one at home she said "oh good." I continued to have him snap photos of my progress during the weeks of my treatment as no one ever offered to take photos of me at the spa. When I brought this up towards the end of my treatments I was told "some of our customers feel uncomfortable with having photos taken so we stopped doing it." I feel this is a poor explanation and I'm still confused as to how you were going to measure the success and/or progress of my treatment. They have said to me that they have hundreds of clients, so how they were to remember my progress without photographs is suspicious.

- Towards the end of my treatment I expressed concern with the technicians that I was not seeing any progress or reduction in my cellulite. And after my last treatment they reviewed the photos my boyfriend took and agreed that there was no change in my cellulite and offered two additional free treatments. I agreed to these treatments. I was told that it can take up to three months to see results and that I should wait and report back with my progress then.

- I had two different technicians over the course of my treatments and both worked on different parts of my legs. One had me lay on my stomach, one had me lay on my back. I brought this up with each of them but was offered no explanation other than each technician does the treatments how they feel comfortable. I have photos of the significant bruising I got from the treatments, which show the two very different parts they worked on. One shows bruising on the back part of my thigh and the other, after my final treatment, shows the bruises on the front part of my thigh. This documents that my treatments were inconsistent and potentially contributed to the poor outcome.

- I was, and have been, diligent about my diet and exercise. I did not drink caffeine nor alcohol for the entire duration of the treatments, per their instructions. I kept a log of my diet. I also have a copy from my gym of my time spent there during these treatments (and I continue to go regularly). I used the creams they provided and also incorporated "dry brushing" into my daily routine.

- After three months I see no improvement in my cellulite.

- I contacted the spa and outlined my complaints as well as showed them the photos. They said they have an "all sales are final" policy and since my services have already been rendered, they would not issue me a refund.

- I spent a significant amount of money on this service and while I certainly wasn't expecting to walk out of there looking like a supermodel, I did expect to see some minimal reduction in my cellulite. I truly feel the inconsistencies in my treatments had to do with the lack of results. I also would like someone to answer my question regarding how they were to measure my success/failure without a photographic documentation of my course of treatment.Desired Settlement: Refund for the SmoothShapes Cellulite Treatment - $1,150.00

Business

Response:

Sensitive Touch Medical Spa at all times strives for superior quality of treatments and exceptional results. It prides itself not only in top notch customer service but also consistent treatments. And being the expert in the field, it never guarantees results of any of the offered treatments. As esthetic medicine is not an exact science, expected results can only be estimated, based on previous results and clinical studies. Even with the highest quality of treatment performance and client’s diligence, the results will on occasion vary.

[redacted] was informed during her initial consultation that 30% improvement in cellulite reduction is the average result achieved with SmoothShapes treatment. Having performed hundreds of SmoothShapes treatments, and a very high client satisfaction rate, at best, average results are expected, but never promised.

At each of the client’s sessions, the treatment was performed in the best possible way, and all of the pre paid services were rendered. The difference in the positioning of the body during treatments depends on the comfort of the technician performing it, without jeopardizing the quality of each session. Both technicians focused on the same area of the client’s thigh (the outside), as reported in the client’s chart. Clients always have the option of requesting a specific technician in case they prefer her approach or demeanor. [redacted] could have mentioned that she would prefer to have a single person perform her sessions and her treatments would have been scheduled according to her preference. But she did not. Majority of the SmoothShapes treatments for all of the clients are performed by different technicians and not a single case of client dissatisfaction or inconsistency has been reported thus far. At the end of [redacted]’s sessions, when she expressed her disappointment in her

results, she was given two complimentary sessions, in an effort to further improve her results and make her happy. That is Sensitive Touch Medicals Spa’s goal at all times, and [redacted] was not treated differently. All the sessions were completed with the same diligence.

Sensitive Touch Medical Spa has hundreds of satisfied clients that have or are in the process of reducing their cellulite with the SmoothShapes treatment. It is disappointing that the minimum amount of sessions required did not deliver the results that she was expecting. Treatments were performed according to the protocol and are recorded in the client’s chart. It is not wrong to assume that more sessions were needed to produce desired result, as is the case with stubborn cellulite and fatty deposits.

Before and after photos are not mandatory. The progress of each treatment is recorded in the client’s chart.

At this point, since all of the services were rendered, the consents were signed and the client has acknowledged the “final sale” policy by signing the intake form, we can’t give a refund.

As client’s satisfaction is very important to Sensitive Touch, two additional treatments were given to the client, free of charge (value of $400), as mentioned above. This offer was made out of the good will of Sensitive Touch Medical Spa and does not reflect any obligatory measures.

Sensitive Touch Medical Spa does not offer any refunds, as all of their treatments are purchased as “final sale”, as clearly stated on the sale receipt and the intake form, for services rendered. [redacted] signed all of her consents and sales receipts with clear understanding of cellulite reduction process and the company’s sales policy.

Consumer

Response:

I received the same explanation from Sensitive Touch

when I complained directly to them via email. I still feel my reasons for

wanting a refund based on neglectful and poor treatment are valid - regardless

of the *final sale* policy.

They state that my progress was documented in my chart - I never once saw

either technician document my concerns nor tell me anything about keeping track

of my progress in a chart. Even if they did, I am still confused as to how my

progress could be ACCURATELY documented in words and not PHOTOS.

Also - I did speak to the technicians about the difference in the way they were

administering my treatments and they said it didn't matter. Seeing as this was

my first-ever cellulite treatment I really had no reason to think they weren't

being truthful. And if they were keeping such a diligent chart - wouldn't it

state the exact areas in which they were administering the treatment? Wouldn't

that have been a red flag? Especially since I was expressing concerns about not

seeing any results?

I paid for a service and that service was administered poorly and yielded bad

results. I feel like I am entitled to some sort of retribution other than a

cookie cutter email.

Sincerely,

Business

Response:

It is

very unfortunate and disappointing that [redacted] is not satisfied with her treatment at Sensitive Touch. She is entitled to have her opinion about her experience. However, as a business, we go above and beyond expected practice to satisfy all of our clients, and are confident that [redacted] was treated with the same commitment to excellence and stellar customer service.

Her request for refund will not be granted, as there is no merit or justified reason for it and the client is simply not entitled to one. (please see reasons in the previous response).

In an attempt to resolve this matter, [redacted] was given two additional treatments, free of charge (value of $400). This offer was made out of the good will of Sensitive Touch Medical Spa, did not reflect any obligatory measures and is far beyond any normal business practice.

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:

[Your Answer Here]

The free sessions were no help as there was still zero change in my cellulite and, again, the technician worked on a totally different part of my leg.

I still feel very strongly that I am entitled to a refund of some kind and will take this to higher authorities if need be.

Revdex.com - can you please advise as how best to handle this moving forward?

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

Sincerely,