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:20/07/2023

  Type:Service or Repair 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.

  Formal complaint attached with six enclosures.

  Business Response

  Date: 18/08/2023

  Hi,

  thank you for taking the time to acknowledge ******* complaint. We value customers feedback and appreciate that your plate-form allows this.

  i am ****************** who provided the treatment (medical ) to ******. The treatment that she received is regulated by the manufacturer guidelines and medical directives. When I first met with this client, I explained to her the procedure and she was happy with the plan thats why we proceeded with the treatment. I follow all the steps as prescribed by our medical directives.

  when she asked me to increase her dosage, I used my clinical critical jugement to decline her request and I took the time to explain to her all the reasons why. Despite all my explanation she sequestered me in the the clinic forcing me to inject her the treatment or she wont leave the premise. After ************************************************************************************************************************** I did send an email to ****** as a follow up wich. Included the medical director phone number.

  i am sorry that ****** feels unhappy after leaving our Clinic however I am confident that I treated her to the best of my knowledge with all the attention and competence I use with all our patients.

  Customer Answer

  Date: 18/08/2023

   
  Complaint: 20350789
  
  I am rejecting this response because:

  1. the claim that I requested and insisted on increase dosage is an outrageous accusation and allegation. This was a previously booked appointment for a touch up that I explained in my email and also over the phone when I booked the appointment. It was a second touch up of the lower forehead area that was not treated at all during the initial appointment and even after the first touch up, ******************, who is also the founder and owner of the business, did not treated the area properly. I requested correction of the lower forehead that was treated two weeks before the touch up appointment.  All that was needed to even out the sides of the lower forehead was between 4 to 6 units. This is perfectly fine with the protocol for touch up treatment. What ****************** did was a touch up using 20 units after the initial treatment with 51 units. This was her estimate and her work. It is obvious that she did a very bad job as almost 50% of the initial number of units were needed and almost all were required to treat the lower forehead area. I suspect the injections were unevenly spread on purpose as the business does not honour free touch up after treatment. That said, the business generated more revenue on the additional units that I had to have if I did not want to walk with half forehead completely frozen and half extremely wrinkly (picture). I see it as unfair business practice for the purpose to generate as much revenue as possible.

  2. ******************/owner/founder of the business was not able and willing to provide name and contact details of Medical Director of the clinic immediately. She forced me to wait until she got the contact details and approval to share the contact details from the Medical Director. If she had given me the contact details of Medical Director immediately, I would have had no reason to stay in the clinic. It was her who asked me to wait and I waited. Still, she did not give me the phone number of Medical Director after 45 minutes of waiting. Subsequently, ****************** was not able to provide me with the email address of Medical Director upon my request and clarification that I needed it to send her "before" and "after" treatment photos. From the public records I was able to find out that there is no Medical Director associated with the clinic. In the same respect, there is no contact to Medical Director on the businesses' website. 

  3. I had to seek treatment in a different clinic, after I explained the situation and experience with this business, the nurse performed the treatment of the area with no complaints, hesitation or reference to non-compliance with protocols.

  4. to summarize, I request a full refund for the second appointment as the treatment was not performed correctly and the approach and estimate of the injector was wrong that resulted in very poor result and damaging my face. 

  For your consideration,
  
  Sincerely,
  
  *************************

  Business Response

  Date: 26/09/2023

  When it comes to neuromodulators there is no fix dosage as every individuals system will metabolise the substance differently. When I have my consultation on the first appointment clients are explained everything on top of having read and signed detailed treatment agreements forms. We highlight on major key points such as: the cost of the treatment , the frequency of the treatment, **** care, Follow-up appointments. clients are also informed of the facts that, follow-up session is important not only to titrate the dosage (if needed) but also to document the obtained results in order to have notes of the final therapeutic  dosage on file. It is not recommended to touch up the same areas more than once and after the touch up window period. However treatment can be repeated every 3-5 months. 
  
  ***** scheduled a service while on promotion:(( first 40 units for $299). reg price per unit: $9.5. will apply to any units needed on top of the first 40 units.
  on her first session we used 51 units. 10 units out of those units were used on the forehead muscle. In General this muscle can receive ***** units of Neuromodulators per treatment period (touch up included).
  On Erikas touch up session (2 weeks after) May 18th, we used extra 18 units which she paid for. ************************* the forehead muscle. 
  
  When ***** solicited another follow up appointment with our receptionist, she couldnt decline it as this is not within her scope of practice at the clinic. When I assessed The results on ****** forehead I didnt see the need to inject more units in the area she needed. Even if she insisted, my critical judgement did not allow me to conclude that what she wanted was relevant to what she needed. I advised her to return in 3 to 5 month time which is the frequency at which client can get another treatment because the substance is completely eliminated from the system.
  
  As a clinician I have no interest in not selling her more unit , which means making more money I would have done that. My decision to not add product was based to the best of my knowledge, professional ethic and the benefit of my client. I am surprised she had another Nurse injector  (as she says) add her more unit to the forehead knowing that she was maxed out a month ago 
  I dont understand why Asking for a refund on a service that was consumed with proven results.  Every unit of neuromodulator that she paid for was injected to her face. She used it all. She voiced satisfaction with a small area of concern .
  
  ****** request for a refund is not accepted. 
  
  I hope this makes it easy to understand. Please let me know if you have more questions
  
  Thank you for your time.
  
  ******************* N. RN, ****  
  Advanced Medical Esthetician
  Advanced Laser Certified
  Advanced Nurse Injector
  
  
  ************
  ***********************************************************************
  *************************
  ************************************ ******,, *******. K1H 1B1. Unit: 105
  
  

  Customer Answer

  Date: 27/09/2023

   
  Complaint: 20350789
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************