Willow Medical Spa

To Whom It May Concern, Iam writing this letter in response to complaint ID [redacted] My name is Ashleigh G [redacted] and I am the [redacted] and Aesthetics Provider at Willow Medical Spa***, the complainant, first came to our office on Sep 14, for light therapy treatments that she purchased through GrouponShe had originally purchased treatmentsAt that first visit we stated tha t there is no guarantee to the results of this treatment and that 9-treatments were recommendedWe discussed in detail the protocols and that she would need to do work on her part as well for the duration of the treatmentsShe agreed to all of this and signed a consent stating she understood After the initial treatments were through she purchased another Groupon for additional treatments, and though we normally only accept one per person but made an exception for customer service purposes, She had stated to one of my co-workers that she wasn't sure if she was seeing any results but that she did not want to measure, we had measured at the very first treatment to help track progress, and that she wanted to wait until she was finished with all of her treatmentsAfter completing of the additional treatments, she told us that she wanted a faster solution and that she was going to have a tummy tuckWe never did get the last meas urement in to see if it was working or not and now that she has had surgery and it is several months later, there is no way to tell if the light therapy worked to reduce belly fat or not we do not offer cash refunds at Willow Medical Spa and especially on services that were bought through GrouponHowever, to be nice and go the extra mile for the customer, we offered in office credit of $for the unused light therapy treatments to be used on another service or $that she could use on productThe difference in price is because with Groupon we only receive payment for half of what the customer pays and if she was offered the $in product we are actually paying her to have the productShe was unhappy with this amount and left the office As for the Xeomin injections that she is disputing, she received that on Sep 16, She was informed that Xeomin, which is a botulinum toxin like Botox, could take up to weeks to fully set In and that there are no guarantees that she will have full paralysis with the amount that she receivedShe also signed a consent which clearly states that the number of units injected is an estimate and that she would be responsible for all charges on subsequent treatmentsIt also states that there are no guarantees of results in any treatment All of our office staff is aware that there are no refunds on Aesthetic/Cosmetic treatmentsNo one would have told [redacted] that she could have a refund on the XeominAlso, she never contacted us after her injection to let us know that she did not get the response she was wantingWe did not hear anything from her for months after her injection when she returned for another injectionThere is no way for us to confirm her response or possible lack of response this long after the treatment In the end, I tried to go above and beyond to make her happyI offered her in office credit for other services for money that she did not even pay us, it was paid to GrouponI also told her she could try to get a credit for the light therapy from GrouponShe signed consents to both the Xeomin injections and the light therapy treatments that stated there were no guarantees to the results she would get We would love to continue a relationship with [redacted] or [redacted] as she told us to call herOur staff all really likes herNo matter how this ends she will have the credit on her account stated above for if/when she would like to returnIhave copies of all signed consents if neededPlease contact me with any additional question or concerns Thank you, Ashleigh G [redacted] Willow Medical Spa Willagillespie Rd Eugene, OR [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is unsatisfactory to me, however I do not wish to pursue it any further to avoid this conflict.Sincerely, *** ***

To Whom It May Concern,
 
Iam writing this letter in response to complaint ID [redacted]. My name is Ashleigh G[redacted] and I am the [redacted] and Aesthetics Provider at Willow Medical Spa. [redacted], the complainant, first came to our office on Sep 14, 2016 for light therapy treatments that...

she purchased through Groupon. She had originally purchased 6 treatments. At that first visit we stated tha t there is no guarantee to the results of this treatment and that 9-12 treatments were recommended. We discussed in detail the protocols and that she would need to do work on her part as well for the duration of the treatments. She agreed to all of this and signed a consent stating she understood.
 
After the initial 6 treatments were through she purchased another Groupon for 6 additional treatments, and though we normally only accept one per person but made an exception for customer service purposes, She had stated to one of my co-workers that she wasn't sure if she was seeing any results but that she did not want to measure, we had measured at the very first treatment to help track progress, and that she wanted to wait until she was finished with all of her treatments. After completing 2 of the additional 6 treatments, she told us that she wanted a faster solution and that she was going to have a tummy tuck. We never did get the last meas urement in to see if it was working or not and now that she has had surgery and it is several months later, there is no way to tell if the light therapy worked to reduce belly fat or not.
we do not offer cash refunds at Willow Medical Spa and especially on services that were bought through Groupon. However, to be nice and go the extra mile for the customer, we offered in office credit of $232.67 for the unused light therapy treatments to be used on another service or $116.33 that she could use on product. The difference in price is because with Groupon we only receive payment for
half of what the customer pays and if she was offered the $232.67 in product we are actually paying her to have the product. She was unhappy with this amount and left the office.
 
As for the Xeomin injections that she is disputing, she received that on Sep 16, 2016. She was informed that Xeomin, which is a botulinum toxin like Botox, could take up to 2 weeks to fully set In and that there are no guarantees that she will have full paralysis with the amount that she received. She also signed a consent which clearly states that the number of units injected is an estimate and that she would be responsible for all charges on subsequent treatments. It also states that there are no guarantees of results in any treatment. 
All of our office staff is aware that there are no refunds on Aesthetic/Cosmetic treatments. No one would have told [redacted] that she could have a refund on the Xeomin. Also, she never contacted us after her injection to let us know that she did not get the response she was wanting. We did not hear anything from her for 3 months after her injection when she returned for another injection. There is no way for us to confirm her response or possible lack of response this long after the treatment.
 
In the end, I tried to go above and beyond to make her happy. I offered her in office credit for other services for money that she did not even pay us, it was paid to Groupon. I also told her she could try to get a credit for the light therapy from Groupon. She signed consents to both the Xeomin injections and the light therapy treatments that stated there were no guarantees to the results she would get.
 
We would love to continue a relationship with [redacted] or [redacted] as she told us to call her. Our staff all really likes her. No matter how this ends she will have the credit on her account stated above for if/when she would like to return. Ihave copies of all signed consents if needed. Please contact me with any additional question or concerns.
 
 
 
Thank you,
 
 
 
 
 
Ashleigh G[redacted] Willow Medical Spa 1030 Willagillespie Rd Eugene, OR 97401
[redacted]