Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:24/02/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 19th,2024 I had received a hair transplant from the hair loss experts clinic in Halifax. A month earlier my good friend had a procedure done as well which then spurred my interest. Him and I had very similar hair loss prior to our procedures. Since he went for his procedure, ****** and myself in accordance with him were able to set expectations for myself( how much it will cost, how many grafts etc). The first red flag….my friend received a single session costing 6500 plus HST. The procedure for him was roughly from 9am-6:15pm.
  Second red flag: during my first consultation with ****** she immediately stated that I would require double the work and double the grafts( maga session) which would take much longer to complete. The cost would be nearly double( $11,000 plus HST) I trusted her opinion and decided to proceed with the procedure. I then arrive the day of….my procedure started around 9am…by 2:13pm I was advised that I was nearly done…again big red flag….i left the clinic that day feeling something wasn’t right with the amount I paid and the time it took just didn’t add up.
  After comparing my post op pictures to my friends pictures we all deemed along with numerous people I showed the pictures to that I received an identical procedure to my friend…in fact my procedure took 3 less hours to complete than his. I immediately called ****** the following day to confront her for an explanation……after many hours of no explanation she finally responded with an explanation of…..”well the real winner here is your friend who in fact did receive a maga session and that I received exactly what I was told I would get (a maga session). I was completely mislead from the beginning of my first consultation with ****** until the day of my procedure. Another red flag is the fact that there was no proper quote on paper beforehand stating the scope of work and associated cost as well as a proper receipt following the procedure.
  
  In conclusion I believe I was completely mislead and taken advantage of….she has refused any refund and in fact she had the nerve to offer me 50% off on my next procedure even though she said I would be thrilled with my first results and the need for a second procedure was unlikely required.
  
  Anyone considering a hair transplant, please do your homework and don’t rush into a decision!

  

  Business Response

  Date: 19/03/2024

  BBB,
  
  Thank you for sending along Mr *****'s complaint.  Obviously we cannot comment on other patients' procedures, so I will respond specifically to Mr *****.  
  
  Mr ***** was explained the difference between a Maga session, and a single session.  A Maga session with our physician is essentially a double harvest of the donor area. In a single session we can cover just the front, or just the crown.  In a Maga session we can plant in both areas.  
  
  Our rates are competitive with other clinics in Canada. 

   

  Below is a pricing model from Dr **********s clinic in Toronto for your review.

   

  ****************************

  "Our Prices
  Here is a general break down of our cost structure:
  All full sessions, for example the front to ½ of the scalp cost from $6,500.00 to $10,500.00 plus taxes, (2,500-3,000+, 1-3 haired single follicular units, either transplanted as individual single units or with follicular unit families of 2 units).
  
  In qualifying patients, if both the front half and crown are transplanted (as much of the entire area of scalp hair loss as possible ) in 1 session, the cost is $10,500.00 up to $12,000.00, plus taxes and can involve transplanting 3,500-5,000 follicular units, depending on the patients’ donor density."

  
  
   I am also attaching non identifying photos of the work we completed for Mr *****.
  
  In summary, Mr ***** requested a Maga session, received the work associated with a Maga session, and was charged accordingly.

   

  ****** ******

  Hair Loss Experts