Soloshine Institute Of Master Aesthetics & Health

2020.Apr.05To: Revdex.com ***
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***From: Soloshine InstituteOf Master Aesthetics & Health Inc.Mohammadreza ACEO, Founder & The Responsible
Esthetician 127 – 2030 Marine Dr North Vancouver BC V7P 1V7***+1(604)441-1070Subject: In Reply To Complaint ID # *** / Dated: 2020.Mar.26 / Customer’s
Name: Ms ***Dear *** Thank you for informing me about the
complaint of one of my clients.I try to reply item by item as below,
thanks for your time and consideration:Customer’s
Statement:I
wanted to have a basic hydra-facial treatment. …Reply:Before
coming, during the same call that she had with
me for making consultation appointment, I clearly informed her that Soloshine
Institute does not offer so called “Hydra-facial Treatment/Therapy” and also it
was clearly emphasized at the beginning of that consultation session for her again. Customer’s
Statement:I
went to Soloshine institute, however they didn’t have that treatment, and after
2 hours talking about their so-called expertise,Reply:Before
any practice, she had 2 (in person) consultation sessions with me: The 1st one on 2018.Nov.19 (mostly about the significant *** on her cheeks)
and the 2nd on 2018.Dec.19 (about skin *** & pigmented
lesions improvement for face & neck). The 1st one about 45min,
after 1 month, the 2nd one about 1h:30min. During the 1 month
interval between the consults she called me a few times for seeking for more
information about the above subjects that were replied.Customer’s
Statement:they
convinced me to have a *** and *** instead. … Reply:I
never try to convince/induce/cause everybody, including her, to do any
aesthetic procedure. During consultation sessions I begin with introducing my
self and continue with asking client’s name, …, then by asking about client’s concerns
(the problem caused them to come), then I ask about client’s medical &
aesthetic history, then after a physical review of the problem site, I just
review scientific basics of the issue, the possible treatment modalities,
advantage, disadvantages, intervals, even about the methods that I do not
provide but they may work for the client, … and fee structure of my practice, …
The consultation session(s) is/are free without any obligation to order any
treatment during &/or after the session(s). Before any practice, she had
the same opportunities (2 times in person) & by her calls.Customer’s
Statement:Soloshine
owner assured me these were *** treatmentsReply:I
never assure/assured any client including her about any result. I even try to
learn my client to think about a possible relative improvement with its possible
risks, including rare side effects.Customer’s
Statement:…
and exactly what I needed and they were 100% safe and would Not harm my face
and skin at all, he said It might cause a bit of redness for few days and that
would be all gone entirely SOON.Reply:These
statements are false & completely far from my practice for her and other customers.
Also it is clearly in contradiction with several informed consents she read,
discussed & signed before any treatments. Customer’s
Statement:NOW,
here are the facts for everyone as following to consider: 1-At the time I went
to SoloShine, I did not know that *** was banned in Canada since Nov 26
2018. The owner and main person didn’t let me know about the restriction,
ignored the ban while my treatment was clearly after noted date. Reply:The
restriction has been about “***” that has not been applied for you in
Soloshine Institute. I discussed for you about *** treatment modalities,
effects & side effects in the 2nd consultation session as I
review the most famous methods, either available or unavailable in Canada. Customer’s
Statement:2-He
did the *** on my eyelid that I never ever asked for and that caused
*** and effected my eye immune system. Reply:During
consultation session dated 2018.Dec.19, *** and other famous methods
in skin *** and pigmented lesions improvement were discussed for her in
all practical details and in all important aspects including possible areas,
effects, side effects (including edema, infection, discoloration, allergy, …
temporal, permanent, …) and also our service packages and you ordered &
pre-paid your desired treatments among our possibilities without any obligation
to do that, 10 days before the 1st practice date, including
*** on your eyelids. In
the practice date 2018.Dec.28, I performed this for you only on the ordered
area including outermost circle of eyelids as 1 pass of *** in the depth
of *** mm *** that can not harm the innermost circle of your eyelids, and
it can not impair *** of either its underlying or other skin areas
(e.g. near eyelashes), especially for weeks to months after the procedure. Customer’s
Statement:I
was informed about these by an ophthalmologist during my last examination.
Since then, I have to be examined every month which you can imagine how
stressful is for me. Reply:If
an ophthalmologist being informed with correct data the judgement will not be that
she transferred as above. As she (the customer) knows there are other background
problems and habits (that I can not write about them now) should be the
considered!Customer’s
Statement:3-When
I asked Soloshine “so-called” expert/owner about what happened to my eye, he
just brushed it off and simply said that eye problems had happened to few of
his clients before and he never thought it could happen to me too, what a
convenient and genius answer!! Reply:Everybody
who know me can’t expect the phrase “brush off” in my behavior & practice. I
have been responsive and patience to her habit to generate complaint, exaggerate
them, using bad words, … frequently. I have spent hours & hours till now to
reply her issues in scientific and polite manner. Customer’s
Statement:4-He
simply damaged and BURNED my cheeks both sides of my face. A very large and noticeable
scar that no one can miss it. He keep stating that my face was the same prior
to the treatment he did. Reply:I
have explained for her, before any practices and during this period, that every
possible improvement will take a variable period of convalescence. During the
period the lesion may transform in reddish/pinkish &/or darker colors. She
has informed that discolorations are usually temporarily but may be permanent
rarely. Since the 1st consultation session and there after, I have
informed her about the nature of her melasmas, lentigine and freckles repeatedly.
We discussed about the different response of each ones and the home and office
treatment options that may work and the variable responses. So, she knows that
melasma is not usually curable and may wax & wane. Fortunately, my practice
was successful to provide significant improvement gradually, but she denies
that significant improvements. Customer’s
Statement:I
asked for the photo he took before the treatment, in response he claims that he
accidently lost them!! Unbelievable. Reply:Unfortunately,
I have lost a batch of many photos of many customers which were taken in a
period of time, including most of the “before-photos” from this customer. So it
was not just losing her before-photos. It was an incidental formatting of a
flash memory during making back up. This issue has made an opportunity for her
to try putting new kind of pressure. I have informed her at that time, and seriously
I asked her to send me a few photos (without make up and without any photographic
corrections) from her face (specially the right side, the most pigmented side).
She has never sent me such photos, and she always wanted to supply photos with significant
make up &/or pertained to much younger era! I have been still waiting for such
a simple photo in the past 14 months! I will be more happy if she do it. Customer’s
Statement:He
tried to fix the affected areas by doing every 3 weeks’ laser for almost a year
but was not effective at all, nothing changed but got worse. Reply:I
usually offer proper follow up visits and also toning laser & practice if
any client wanted to become better & agreed with them.Customer’s
Statement:I
went through a lot of pain every session and now I feel so embarrassed to look
at people’s face even now after almost year and half. I try to hide my face
behind my hair as I work in public and I totally lost my self-confidence since
every single person asking me what happened to your face. Reply:About
pain, the convalescence period, protection from sun exposure, and many other
requirements she has been informed before any practice. However, neither the
practice parameters nor the reaction of customers are not the same and vary
between the persons. Customer’s
Statement:He
even refused to return the $1200 that I had paid for 2 sessions. Only a couple
of months ago he had a shocking news for me, that "HE WOULD CHARGE ME FOR
THE FURTHER FIXING TREATMENT SESSIONS" if I go to his so-called institute,
I could not believe it when I heard it, could you? Hi is going to charge me to
fix his not fixable mistake!Reply:Again
incorrect information. “Two” times, I voluntarily tried to refund her payment
of $1155, not due to expecting any fault from my side, just to see her being
more calm and patience while waiting for the final result. She rejected these refund
trials by herself, but she had the opportunity to take benefit of our services
as much as $4500-5000 till now without any further payment! Customer’s
Statement:Desired
Settlement: I definitely
need my face to be fixed or at least goes to what it was. I am working in
public and cannot hide my face. I need damage, refund and treatment. Reply:According
to her last visit, she was much better and improved in her ordered aspects than
her basic state. If she wants to be granted by further services she needs to
stop using bad words in her messages and emails to me, and resolves the controversy
between her attitude to receive further services while she think they do not
work! Then she can continue further orders to us by relevant payments and
routines.

Thanks for your considerations.

Best
RegardsM.Reza
A***CEO,
Founder & The Responsible EstheticianSOLOSHINE
INSTITUTEOf
Master Aesthetics & Health Inc.127
- 2030 Marine DrNorth
Vancouver BCV7P
1V7 Canada+1(604)441-1070***Tell us why here...

2020.Apr.25To: Revdex.com ***
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***From: Soloshine InstituteOf Master Aesthetics & Health Inc.Mohammadreza ACEO, Founder & The Responsible
Esthetician 127 – 2030 Marine Dr North Vancouver BC V7P 1V7***+1(604)441-1070Subject: In Reply To Complaint ID # *** / Dated: 2020.Mar.26 (the
1st time, as “001” in the text) & 2020.Apr.15 ( the 2nd time, as “002” in the text) / Customer’s Name: Ms
***Dear *** I appreciate your time, patience and
supports during the process.This time my replies are started by the
phrase “Reply 002:” following the relevant claims, item by item as below:Customer’s Statement 002:Ref: Case# ***, Soloshine Case of malpracticeReply 002:“Malpractice”
is what she wants to induce to audiences. In contrast, just as an example, the
below is a part of a feedback that I have received from Revdex.com recently: “With
Soloshine Institute Of Master Aesthetics & Health Inc.'s excellent track
record, …”Customer’s Statement 002:This is to follow up on my case above and regarding the
response provided by Soloshine. While I have provided item by item comment for
your review and consideration, I just want to mention briefly that the response
from Soloshine is not satisfactory at all. Instead, it is a redundant form of
none factual justifications with no logic and professional reasonable rational.
Malpractice and lack of knowledge and unprofessionalism by Soloshine have
caused me a significant amount of pain, discomfort, physical and emotional
damage. I just need them to be responsible, accountable and act based on their
commitment to protect people’s trust in them and correct their mistakes and be responsible
citizen.Reply 002:I
have always replied her in person & her messages in completely calm, patient,
rational manner and with simplified/understandable words during the period, and also the above claim was replied item by item, in a logical, professional and responsible manner,
not only due to Soloshine’s high quality of customer services but also because
of my respect to law, and my ethical and spiritual believes those support my
behavior as a responsible citizen.In
my practice all the customers, including Ms ***, are informed about
possible degree of pain, discomfort and temporal/permanent side effects before
their decision to order any of services. She had confirmed frequently &
officially that she has had the same opportunity. She had a copy of all of
them. On
the other hand, she used to show positive feedbacks during the procedure but an
exaggerated negative feedback in post-procedure periods! then asking for
another one (free of charge), and repeating this again. In parallel she has had
gradual relative improvement than her referral. Customer’s Statement 002:I truly appreciate your support and I am so glad that
there are organizations such as yours to protect consumers and help people to
be heard, THANK YOU.***Please find my comments on their justifications in Red ITALICCustomer’s Statement 001:I wanted to have a basic hydra-facial treatment. …Reply 001:Before coming, during the same call that she had with me
for making consultation appointment, I clearly informed her that Soloshine
Institute does not offer so called “Hydra-facial Treatment/Therapy” and also it
was clearly emphasized at the beginning of that consultation session for her
again.Customer’s Statement 002:It would be great if the call could be
retrieved and the record could be obtained to exactly find out what went on
during the conversation. If I was told there was no service I was looking for,
then why did I go to the clinic? Just to make them to do damge my skeen? I do not
think so!Reply 002:As
she didn’t, I am not used to record the voice of client’s during phone
conversation, but the written documents with her confirmation signatures has provided
adequate argues in this regard. Also
she had clearly confirmed again that I had not offered her so called
“Hydrafacial” treatment during our consultation sessions, see below her
statement:“…
however they didn’t have that treatment, and after 2 hours talking …”. (!)Customer’s Statement 001:I went to Soloshine institute, however they didn’t have
that treatment, and after 2 hours talking about their so-called expertise,Reply 001:Before any practice, she had 2 (in person) consultation
sessions with me: The 1st one on 2018.Nov.19 (mostly about the significant
*** on her cheeks) and the 2nd on 2018.Dec.19 (about skin rejuvenation
& pigmented lesions improvement for face & neck). The 1st one about
45min, after 1 month, the 2nd one about 1h:30min. During the 1month interval
between the consults she called me a few times for seeking for more information
about the above subjects that were replied.

Customer’s Statement 002:I believe they missed the point. During those
so-called “Consultations” I was told in high confidence that their treatment
will rejuvenate my skin with no problem. Some promises never happened only
because the person who was giving me the consultation was not adequately
trained if any. The other issue here is be determined to set the boundaries where
a clinic owner can give consultations on Dermatology if not qualified or
certified, with such assurance.Reply 002:The
actual point is the chronology of event and the written documents show that she
had adequate opportunity and time of consultation, questions, calls,
investigating about Soloshine Institute and other service providers in many
other setups, thinking about, and making decision before any orders. The truth
is that I never present my self as a registered medical doctor in Canada, and
also I never present my self as a Dermatologist in Canada and elsewhere. Having
self-esteem is not a fault, it a value. So I am proud of my background
education and my relevant Canadian ones and the issued certificates &
licences.Customer’s Statement 001:they convinced me to have a *** and Plasma
instead. …Reply 001:I never try to convince/induce/cause everybody, including
her, to do any aesthetic procedure. During consultation sessions I begin with
introducing my self and continue with asking client’s name, …, then by asking
about client’s concerns (the problem caused them to come), then I ask about
client’s medical & aesthetic history, then after a physical review of the
problem site, I just review scientific basics of the issue, the possible
treatment modalities, advantage, disadvantages, intervals, even about the
methods that I do not provide but they may work for the client, … and fee
structure of my practice, … The consultation session(s) is/are free without any
obligation to order any treatment during &/or after the session(s). Before
any practice, she had the same opportunities (2 times in person) & by her
calls.Customer’s Statement 002:Pitfalls and potential hazards and potential
serious damages were never disclosed to me during conversations. I am very
sensitive to what happens to my body. Therefore, never, under any condition I
would let them do that to me if the possible damages was revealed to me. The
other issue is the topic of his qualifications, can he exactly provide the certifications
of his to qualify him for dermatologic consultations, if any would be very helpful.Reply 002:I
have replied her repetitive false claims as above. Repeating them do not make
them true. Customer’s Statement 001:Soloshine owner assured me these were Rejuvenation
treatmentsReply 001:I never assure/assured any client including her about any
result. I even try to learn my client to think about a possible relative
improvement with its possible risks, including rare side effects.Customer’s Statement 002:This is again a redundant statement, trying
to justify a serious malfunction, with no logic if we even leave the facts out.
I have rejected this false justification as mentioned here and in response to
previous section.Reply 002:The truth is that she had informed about all the
above issues, and read, discussed & signed the consents without any
obligation, in more than adequate time, before performing the ordered services.
Also, she had received a copy of all of them in 2 episodes when she requested
for them formally. However, she repeats her false claims, probably to reach to
a false goal. Customer’s Statement 001:… and exactly what I needed and they were 100% safe and
would Not harm my face and skin at all, he said It might cause a bit of redness
for few days and that would be all gone entirely SOON.Reply 001:These statements are false & completely far from my
practice for her and other customers. Also it is clearly in contradiction with
several informed consents she read, discussed & signed before any treatments.Customer’s Statement 002:Well, my current skin situation and the
evidence speaks for itself, did I do it to myself? Am I the “Certified
specialist” who did this to myself. Claims may be loud, but facts are stronger
and will prevail. Please be factual and accept the mistakes you did.Reply 002:She had received an original digital copy of her
photos taken in Soloshine Institute on her last session. The photos show that
the above statements that she used to explain her face are not supported by
objective findings. Customer’s Statement 001:NOW, here are the facts for everyone as following to
consider: 1-At the time I went to SoloShine, I did not know that *** was
banned in Canada since Nov 26 2018. The owner and main person didn’t let me
know about the restriction, ignored the ban while my treatment was clearly
after noted date.Reply 001:The restriction has been about “***” that has not
been applied for you in Soloshine Institute. I discussed for you about plasma
treatment modalities, effects & side effects in the 2nd consultation session
as I review the most famous methods, either available or unavailable in Canada.Customer’s Statement 002:You did not ever explain all these to me,
never. Please be factual and accept the mistakes you did. My skin speaks about
what you did to me, I do not need to make it up or justify as you do. Maybe you
can go back to the records and find out more. Although, you claim some of the
records are missing, how convenient it is.Reply 002:She can deny everything but the documents and
objectives say somethings else.Customer’s Statement 001:2-He did the *** on my eyelid that I never ever
asked for and that caused *** and effected my eye immune system.Reply 001:During consultation session dated 2018.Dec.19, Fractional
RF and other famous methods in skin *** and pigmented lesions
improvement were discussed for her in all practical details and in all
important aspects including possible areas, effects, side effects (including
edema, infection, discoloration, allergy, … temporal, permanent, …) and also
our service packages and you ordered & pre-paid your desired treatments
among our possibilities without any obligation to do that, 10 days before the
1st practice date, including *** on your eyelids.In the practice date 2018.Dec.28, I performed this for you
only on the ordered area includingoutermost circle of eyelids as 1 pass of *** in
the depth of 0.25 mm *** that can not harm the innermost circle of your
eyelids, and it can not impair lymph *** of either its underlying or other
skin areas (e.g. near eyelashes), especially for weeks to months after the
procedure.Customer’s Statement 002:You damaged my skin, that is bottom line. It
happened in your clinic and under yourpractice by you and during the treatment I
got from you based on your inadequateexperience, malfunction as well as being
inconsiderate. Nothing can change that, but at least you can accept it and take
the responsibility.Reply 002:The “bottom line” is what is seen in her photos taken
on the last session, and the other corresponding written informed consents that
are able to show the actual sequence of the process. Customer’s Statement 001:I was informed about these by an ophthalmologist during my
last examination. Since then, I have to be examined every month which you can
imagine how stressful is for me.Reply 001:If an ophthalmologist being informed with correct data the
judgement will not be that she transferred as above. As she (the customer)
knows there are other background problems and habits (that I can not write
about them now) should be the considered!Customer’s Statement 002:The ophthalmologist was a “CERTIFIED”
physician who understood the physiology and clinical symptoms. Most important
was concerned about how irresponsible had been the procedure you did.Reply 002:A certified ophthalmologist needs adequate & correct
data and detailed technical information about the situation to be able to judge,
and for issuing a legal statement. When the client is denying the truth in
front of the audience in this conversation who can believe her data that
transferred to a certified ophthalmologist. Also, this client needs to uncover, officially, her
relevant background health states, any previous ophthalmologic problem & any
medical/cosmetic face, eyelid &/or ophthalmologic procedure(s) that she
had, before she wanted to project it to my practice in the mind of audiences. I
have discussed about them with her several times. Customer’s Statement 001:3-When I asked Soloshine “so-called” expert/owner about
what happened to my eye, he just brushed it off and simply said that eye
problems had happened to few of his clients before and he never thought it
could happen to me too, what a convenient and genius answer!!Reply 001:Everybody who know me can’t expect the phrase “brush off”
in my behavior & practice. I have been responsive and patience to her habit
to generate complaint, exaggerate them, using bad words, … frequently. I have
spent hours & hours till now to reply her issues in scientific and polite
manner.Customer’s Statement 002:Apparently not in my case and others as you
are aware of them!!Reply 002:I am patient and waiting for the objectives for
this claim too. On the other hand, there are many messages, she sent
us by different routes till now, showing her action to apply non-official
phrases and bad words frequently, to make harassment for us.Customer’s Statement 001:4-He simply damaged and BURNED my cheeks both sides of my
face. A very large and noticeable scar that no one can miss it. He keep stating
that my face was the same prior to the treatment he did.Reply 001:I have explained for her, before any practices and during
this period, that every possible improvement will take a variable period of
convalescence. During the period the lesion may transform in reddish/pinkish
&/or darker colors. She has informed that discolorations are usually
temporarily but may be permanent rarely. Since the 1st consultation session and
there after, I have informed her about the nature of her melasmas, lentigine
and freckles repeatedly. We discussed about the different response of each ones
and the home and office treatment options that may work and the variable responses.
So, she knows that melasma is not usually curable and may wax & wane.
Fortunately, my practice was successful to provide significant improvement
gradually, but she denies that significant improvements.Customer’s Statement 002:Redundant absurd justifications. However, I
am glad that you admit you were trying to “Improve” what you caused to my face
“Gradually”, interesting.Reply 002:She can be glad that I provided relative improvement
of her baseline lesions such as her melasma, PIH, Lentigines, freckles,
hemangiomas, nevi, and their residues as possible (and also several other positive
features that will be listed if indicated). All of them done by her request
& permission.Customer’s Statement 001:I asked for the photo he took before the treatment, in
response he claims that he accidently lost them!! Unbelievable.Reply 001:Unfortunately, I have lost a batch of many photos of many
customers which were taken in a period of time, including most of the
“before-photos” from this customer. So it was not just losing her before-photos.
It was an incidental formatting of a flash memory during making back up. This
issue has made an opportunity for her to try putting new kind of pressure. I
have informed her at that time, and seriously I asked her to send me a few
photos (without make up and without any photographic corrections) from her face
(specially the right side, the most pigmented side). She has never sent me such
photos, and she always wanted to supply photos with significant make up
&/or pertained to much younger era! I have been still waiting for such a
simple photo in the past 14 months! I will be more happy if she do it.Customer’s Statement 002:I think you are missing the point, you must
have the record of your customer. You are legally and ethically bound to the
law and you MUST have my record, simple as it is. Where are my records??Reply 002:Taking before and after photos is recommended but
is not mandatory. It is very helpful in different aspects. So taking photos is
a routine part of my practice. My first legal responsibility in this issue is, if
photos were taken, taking care of the customers’ privacy. Incidental loss of
photos during making back up is possible for every setup. If her before-photos was available, it was much
more difficult for her to elongate these false claims. After 14 months, the
point is why she has not honestly sent me a simple natural before-photo of her
face yet? Customer’s Statement 001:He tried to fix the affected areas by doing every 3 weeks’
laser for almost a year but was not effective at all, nothing changed but got
worse.Reply 001:I usually offer proper follow up visits and also toning
laser & practice if any client wanted to become better & agreed with
them.Customer’s Statement 002:Was this part of your attempt to “IMPROVE THE
MESS GRADUALLY” as you mentioned above?Reply 002:No. It has been to improve her baseline uneven skin,
step by step, as per her request and permission. Customer’s Statement 001:I went through a lot of pain every session and now I feel
so embarrassed to look at people’s face even now after almost year and half. I
try to hide my face behind my hair as I work in public and I totally lost my
self-confidence since every single person asking me what happened to your face.Reply 001:About pain, the convalescence period, protection from sun
exposure, and many other requirements she has been informed before any
practice. However, neither the practice parameters nor the reaction of
customers are not the same and vary between the persons.Customer’s Statement 002:Please be responsible,
sympathetic and accept your mistakes.Reply 002:For sure.Customer’s Statement 001:He even refused to return the $1200 that I had paid for 2
sessions. Only a couple of months ago he had a shocking news for me, that
"HE WOULD CHARGE ME FOR THE FURTHER FIXING TREATMENT SESSIONS" if I
go to his so-called institute, I could not believe it when I heard it, could
you? Hi is going to charge me to fix his not fixable mistake!Reply 001:Again incorrect information. “Two” times, I voluntarily
tried to refund her payment of $1155, not due to expecting any fault from my
side, just to see her being more calm and patience while waiting for the final
result. She rejected these refund trials by herself, but she had the
opportunity to take benefit of our services as much as $4500-5000 till now
without any further payment!Customer’s Statement 002:You still do not get the point. Before any
monetary compensation, you have to admit your mistakes and damages you caused
me. In this way, hopefully it will never happens to anyone again. Then, we will
be ready to talk about the financial part. Hope you get the point. You are
still in denial mode that you did malpractice on me.Reply 002:That is the point that:Her 1st claim about me: “He even refused to return the $1200 …”, but now it was cleared that I had 2 trials to
refund the payment ($1155)! So she is changing the point of view to skip her attempt
in providing false information. Also, my reasons for voluntarily refunding the payment
has been explained by myself in brief (see above). My primary goal during
practice is not making money, instead I try my best to see client’s
satisfaction. On the other hand, I can not continue this way for who wanted to
abuse my ethical behavior and the provided high quality customer service. Customer’s Statement 001:Desired Settlement:I definitely need my face to be fixed or at least goes to
what it was. I am working in public and cannot hide my face. I need damage,
refund and treatment.Reply 001:According to her last visit, she was much better and
improved in her ordered aspects than her basic state. If she wants to be
granted by further services she needs to stop using bad words in her messages
and emails to me, and resolves the controversy between her attitude to receive
further services while she think they do not work! Then she can continue
further orders to us by relevant payments and routines.Customer’s Statement 002:I need admission of malpractice from your
side plus compensation. You have caused me significant pain and burden and you
MUST be accounted for it. The damage you caused me cannot be “BRUSHED OFF” or
“be simply justified”. Reply 002:Making subjective issues is simple but showing
objectives for them is not. I have spent hour & hours to reply her in logical,
professional, official and patient manner, to reply her endless and exaggerated
complains and for her requests for free services. At first I though that is due
to her poor compliance for post practice periods, but gradually it became
cleared that is to gain further free services and even making more. She has used to deny the improvements, the sequence
of events, her requests / permissions / consents, the specified time and the provided
quality customer service. On the other hand she had harassing attempts by sending
bad messages by different routes, etc. She is responsible to all the above
mentioned troubles & losses (that are not limited to this brief) and she
need to be advised stopping this practice. My thanks and appreciation for your consideration. M.Reza
A***CEO,
Founder & The Responsible EstheticianSOLOSHINE
INSTITUTEOf
Master Aesthetics & Health Inc.127
- 2030 Marine DrNorth
Vancouver BCV7P
1V7 Canada+1(604)441-1070***Tell us why here...

2019.Aug.27

To: Revdex.com
***
***
***
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From: Soloshine Institute
Of Master Aesthetics & Health Inc.
Mohammadreza A
CEO, Founder & The Responsible Esthetician
127 – 2030 Marine Dr
North Vancouver BC V7P 1V7
***
+1(604)441-1070

Subject: In Reply To Complaint ***

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Thank you for informing me about the complaint of one of my very welcome clients.

I try to reply item by item as below, thanks for your time and consideration:

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(She has never visited/treated by me in the above address.)

Customer’s Statement: I had a facial laser, …

Reply:
We agreed and have performed several (not only “a facial”) laser sessions for pigmented areas of her face including both cheeks, upper nose and right upper lip areas. There was a combination of freckles, lentigines and melasmas, and we discussed about the different nature & response of them in consultation session, and that usually about 50% of freckles and lentigines respond in about 2 sessions. We discussed that relative improvement should be the goal. The involved areas were located, and the available laser treatments, effects, side effects and some other modalities even available or not available in my clinic were described for her before any treatment, and we agreed with a combination of major (more powerful) and minor (less powerful, named B sessions) laser treatments.

Customer’s Statement: … 4 spots of my face were burn severely and brown color stain …

Reply:
Before the treatment sessions #1B and #2, a general brightening of the areas and decrease in the number & color of freckles and light spots were seen & discussed with her, about 50% improvement. The darker lentigines were to be treated with the laser setups that might cause crust formation & flake off/peeling that were described again (discussed before in consult session too), and she agreed again, specially when it was in the last 2 weeks of December. So, the session #2 was crusting for a few darker spots.

Customer’s Statement:
… which looks so ugly and I can't go to work as I cannot hide my face. …

Reply:
Although explained & agreed with, in practice the compliance of clients (even with same life style, busy or non-busy) are different during the down time period and the following transitional period of treating spots. During these periods spots may become darker &/or rusty red &/or pinkish in color, etc. After the session #2, her feedback was “to avoid further crusting laser setups”. So, as a routine, we discussed about it again and then I limited/adjusted the practice with her feedback, and it affected the course of treatment and the potential result too. She agreed with a bit more powerful setup for the last treatment, session #5B.

Customer’s Statement:
Moreover, I got facial hair removal at the same time, …

Reply:
Lower face laser hair removal was started by her request more than 5 weeks after the 1st facial lasers for pigmented areas. It was continued for 4 sessions and stopped by her request when she was interested to enjoy her personal outdoor summer activities.

Customer’s Statement:
… now hairs got 10 times more, darker and longer. It looks like I am growing beard like men. It is very embarrassing and can't get rid of that.

Reply:
Stopping facial laser hair removal during its course, before achieving the acceptable result, is never a recommended practice from my side. I discussed with her 2 or more times that we do not recommend interruption of the schedule of facial laser hair removal at this stage, but she was interested for outdoor activities and also doubtful about the final result.
Any quantitative evaluation of number of hair in an area, e.g. “10 times” or so, needs scientific tools that are not used in clinical practice.
On the other hand, facial hair growth changes are influenced by genetic, nutrition, medications, hormonal diseases, hormonal changes in each stage of life, … It is hypothesized that laser hair removal might cause increase in hair growth, but it is much more unlikely when adequately high energy setup is applied. So it can not be pertained to a specific cause unless proved otherwise.
If an increase in Anagen phase of hair growth cycle was seen, then usually the hairs are more susceptible for laser hair removal at that phase. So interruption of the practice is not a good decision. …

Customer’s Statement:
I was told 2 sessions will take care of 50% of the hair. Then asked me to add 2 more sessions and I did and it became worse.

Reply:
She bought/paid 4 (not 2) sessions of laser hair removal for her face at the first time. The 50% was an estimation for facial pigment practice (not for hairs).

Customer’s Statement:
I had a huge pain then and now the pain is worse as I cannot sit close to anybody due to hairs and stains on my face.

Reply:
She is very welcome to continue the interrupted treatments, as I expressed to her several time till now.

Customer’s Statement:
Desired Settlement: I need my face to be fixed or at least goes back what it was. I am the face of my work environment and cannot hide my face. I need damage, refund and also treatment.

Reply:
She had other laser treatment(s) for the same pigments before beginning with me, and at least several weeks of chemical treatments after stopped my treatments. Of course I will try my best if she wants to fix both or each one of the pigments & hair issues under my practice. I hope she shows a better compliance to wax & wanes during practice, its pain, its downtimes, its gradual relative improvement, and the variety of possible solutions. She is very welcome.

Best Regards
M.Reza A
CEO, Founder & The Responsible Esthetician
SOLOSHINE INSTITUTE
Of Master Aesthetics & Health Inc.
127 - 2030 Marine Dr
North Vancouver BC
V7P 1V7 Canada
+1(604)441-1070
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