Starkey Medical

This client purchased a Dermoscopy training course scheduled to occur on November 19, 2015.  The class was cancelled and the client notified prior to class.  She was informed that her money for the class would be refunded.  On 12/28/2015 she called regarding her refund and I...

personally spoke to her informing her that she would be sent a refund and that I would put it in the mail that very day.  I unfortunately did not get it in the mail that day.  Our office was closed the week after Christmas and the mail never was sent out.  When we returned from the Holiday, the client called again to request the refund and on January 8th, 2016 her course fee was returned in full by crediting her card.  My apologies were extended to her for the slow response time.  We try to be very timely in providing refunds but the Holiday closing caused delays that we did not anticipate.  We are not usually closed for the Holiday week but did take time off in 2015 which caused a delay.  We deeply regret the frustration and inconvenience this caused our client.  We plan to set up an urgent call line for clients who need timely attention during our closed hours.   Thank you for letting us know of her concerns.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Review: I met [redacted] at a VCNP annual conference and decided to take the dermoscopy educational session held in [redacted]a, on Sat.,Oct.17, 2015. I paid 499$ on my American Advantage credit card. They canceled this session the DAY before it was to take place. I asked for a refund x4 on the phone. The last time I spoke w/ [redacted] on 12/28/2015, and said she would put the check in the mail. NO check so far. I left a voicemail message on 12/28/15. I spoke with the [redacted] office today who had me call the other office, and [redacted] was w/ a client. Left another message, now w/ [redacted]. Total amount of calls 6. No refund. Went on Va. board of Medicine to file complaint as well.

Totally unprofessional from an academic and service standpoint. They have not reach out to me at any point escept to cancel!!! I will also contact my credit card company.

Please help.Desired Settlement: I would like a refund which is appropriate for services not rendered.

Business

Response:

This client purchased a Dermoscopy training course scheduled to occur on November 19, 2015. The class was cancelled and the client notified prior to class. She was informed that her money for the class would be refunded. On 12/28/2015 she called regarding her refund and I personally spoke to her informing her that she would be sent a refund and that I would put it in the mail that very day. I unfortunately did not get it in the mail that day. Our office was closed the week after Christmas and the mail never was sent out. When we returned from the Holiday, the client called again to request the refund and on January 8th, 2016 her course fee was returned in full by crediting her card. My apologies were extended to her for the slow response time. We try to be very timely in providing refunds but the Holiday closing caused delays that we did not anticipate. We are not usually closed for the Holiday week but did take time off in 2015 which caused a delay. We deeply regret the frustration and inconvenience this caused our client. We plan to set up an urgent call line for clients who need timely attention during our closed hours. Thank you for letting us know of her concerns.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I paid for a procedure at Starkey. The procedure cause adverse side effects so I don't wish to continue the other 5 visits that I prepaid for. I have asked for a refund, but the owner will not return my calls or send me a refund check. My procedure was on May 15, 2013. I have called the office 4-5 times and left a message with the receptionist. Each time, I am assured that the owner has gotten the message and is looking into it.Desired Settlement: I would like a refund for the unused services.

Business

Response:

I have received this message and certainly understand that some clients cannot receive the services they purchase. This client did call several times over the course of 3-4 days. Her message was reviewed with management and her request for a refund was granted. Refunds are processed within 30 days and she will likely receive the refund in the mail well before the 30 day time period. This message was conveyed to the client by telephone this morning.

Consumer

Response:

I don't understand why I have to wait 30 days for the refund. I can't find a refund policy anywhere on their website. Do they have one? My first request for the refund was May 17. When does the 30 day wait begin? Thank you, [redacted]

Business

Response:

Dear Ms. [redacted],I am sending you a refund for the service you purchased on 5-15-2013. I understand that you do not want to proceed withfurther treatments due to some symptoms you experienced theday of your procedure. I am happy to hear you are feeling betternow.We do not normally refund services, however we dooccasionally make exceptions and when we do so the refund isusually given within 30 days. I apologize at the length of time ithas taken for you to receive your refund. I do wish you well andthank you for visiting our office. If you ever need anything orhaving any questions you may reach me on my personal cellphone at ###-###-####. Thank you and have a wonderfulsummer.Kind regards,Michele MeinhaftOwner- Starkey Medical Esthetics