Zora Skin Care & Wellness Centre

Initial Business Response /(1000, 5, 2019/02/19) */
We use a software for our clinic named ***. When the client comes to us and agrees to receive email for reminders and promotions, the emails get send to the clients automatically. The last time our clinic has directly contacted the client with a newsletter was in June of 2017 and since then her account has completely been deactivated from our *** Software and from the mailing list as she requested. She is upset about us now because she got a friend request from *** when we joined our clinic on that site which was automated by ***. I did write a letter to her explaining how it was an automated email and got sent to her because her email is in our email address book on ***. I apologized to her and explained we are small family business trying to earn honest money in this economy. We send emails and newsletter monthly and she hasn't received any since June of last year which means we did deactivate her profile in our software as promised. Again I apologize to her about all this and hope she realizes that we really didn't have any hand in the last email she received from ***.

Initial Business Response /(1000, 5, 2017/11/04) */
Contact Name and Title: ***, Ms
Contact Phone: ***
Contact Email: ***

Upon the first visit, the client came in to purchase Laser Hair Removal treatment for her Brazilian area. Our Brazilian Laser Hair Removal is $180.00 CAN per session. At the time we were offering a promotion of 10 sessions of Brazilian Laser Hair Removal for $750.00 CAN plus tax. She told us that she wouldn't need 10 sessions because she has had Laser Hair Removal on the same area while in ***. We explained to her that she could pay regular price and pay per session, so she ultimately decided to do the promotional package since it being a better deal. She asked us if she can pay in three different installments and we agreed because of her financial situation. On her consultation day she was informed completely on the hazards, precautions, and post treatment instructions by the technician as well as the consent form. The client fully read and signed the consent form for her treatments. Of the several instructions for after each treatment, it was explained to her that she should not exercise or do anything that would irritate the area for 24 hours after the procedure.
On February 3rd, 2017, the day after her first treatment she came in to the clinic to let the technician know that her skin was irritated. She explained that she went for a long walk right after her laser treatment. The technician provided her Hydrocortisone and explained how the cream needs to be used. She was again reminded clearly to not do anything to irritate the skin in that area for 24 hours after the treatment sessions.
On September 6th, 2017 she came in for her fifth Brazilian Hair Removal session. Shortly after, she contacted us explaining that she has gotten a cold sore in the area. The technician advised her to see her GP immediately and get proper medication to treat the area. The Consent Form in which all clients must fill out and sign has examples of some of the side effects one may develop due to Laser Hair Removal treatments including: 10-20% chance of developing hypo and/or hyperpigmentation, purpura, blistering, crusting, pimples, redness, and swelling. There is a clearly set out approval section that all clients must initial that reads: "I understand that if I have a history of cold sores or genital herpes I may require pre or post treatment with anti viral medications." She signed it. The specialized machines used by our clinic cannot infect individuals with cold sores, but can only agitate skin prone to infection that the client may have a history in having. In which she had read and signed.
She contacted the clinic a while after and scheduled a time to come in and talk to the technician. She didn't show up for the appointment and this was repeated twice. On October 12th, 2017 she walked in with her friend and asked for a full refund. The technician asked to see the affected area and analyze her skin but she refused and explained that she was on her period therefore didn't want to show the area. She did not provide any photo or any other evidence to prove the burn she was talking about. We asked to see a doctor note to know more on the particulars of the type of irritation she was complaining about, but she refused to provide that as well. Upon being explained to her how she received 5 sessions worth $900 sold separately, she wasn't entitled to any refund because of the package and the treatments discounted. ***. Because five sessions of the package was used, two sessions exchanged and used for Electrolysis, and the fact that she was not willing to show evidence to provide us proof that solely the Laser Hair Removal caused damage to her skin, we refused to refund her money. Upon her and her friend becoming rudely obscene and insulting the staff profusely, she was asked to leave the premises.
She has explained that she doesn't feel comfortable receiving any further treatments from us, but this is the only resolution that can be forwarded to her by us. Due to her already using more than half of the discounted package, and allotting preset treatments towards Electrolysis instead of the needed amounts of Laser Hair Removal for optimum results.

Initial Consumer Rebuttal /(3000, 7, 2017/11/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi, Unfortunately this response is not acceptable for me. I have no confidence in this business what so ever to further continue with anymore services. Thank you.

Final Business Response /(4000, 9, 2017/11/18) */
In response to the client not wanting to further treatments from our clinic, that is entirely her choice. It's unfortunate that she has lost her confidence in us after attending multiple appointments and receiving almost all of her treatments. But again, as stated in our last response we have been quite clear that she has no basis for a refund of any sort since the treatments she had were a success in lieu of her having a cold sore that developed due to a pre-existing condition not informed to us and irritations caused by her not following the post-treatment care she was instructed to do by our technician. The only option in this matter is her continuing her treatments that is a part of the package deal we offered to her, or she doesn't. Her latest response only states she is not wanting to further her involvement with Zora Skin Care Clinic, and doesn't specify any other suitable resolution for either party. At this time, we hope she understands the entirety of our stance and our policies on this matter. And the fact that she disregarded the post-treatment instructions and did in fact read and sign the consent form which set out clearly that our machines can not infect others (the only parts contacting the clients skin are specialized tips that attach to the machine and are new out of package for every client) but may agitate skin prone to infection that the client may have a history in having. Our clinic is regarded very highly by our clientele and we always strive to give the best customer service and services. We rarely have seen this type of behavior or action towards our business and believe that this is an individual issue, not a professional one.

Final Consumer Response /(4200, 11, 2017/11/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to the above, I have a complete report from my doctor saying that the damage to my skin is the result of the laser treatment done by this place and that I have no history of having cold sore.Also, I have only used five sessions of the package. The total sessions they offered were ten. I used only half of the treatment.