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:11/28/2022

  Type:Product 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.

  In 2019 I went in for laser treatments on my legs. The treatment made my legs worse. When I tried to ask for my money back she stated she could not refund me. When I asked for equal exchange of my money for the same value of other products she denied that request too. I went to see another provider and he confirmed her unethical conduct. I will file against NP Vanna with the ***** of ******** I'm exhausted and traumatized by this experience. She has made several comments blaming me for the outcomes and I just want to move on with the other provider who is successful with treating my legs and back.

  Business Response

  Date: 12/07/2022

  The consumer who filed the complaint purchased a laser spot removal package for 8 sessions for her legs on 9/14/21. She used 2 sessions and then requested to transfer the remaining 6 sessions to her son in the form of a $700 credit for his legs. We usually do not allow the transfer of services to another person but we made an exception for her. On 12/8/21, the consumer purchased another laser spot removal package of 8 sessions for her son (minus the $700 credit). He used 4 sessions and she requested again to transfer the other unused sessions back to the consumer. We were very accommodating, and the consumer is aware that purchasing a package is substantially cheaper than buying individual sessions, but you would lose the benefits of refundability and transferability of the unused sessions. The consumer also signed the clinic's routine Financial Policy stating that all services are non-refundable and non-transferrable on 1/13/2016 and again on 7/28/2021 as a reminder.

  
  

  At the initial consultation, we advised the patient that typically multiple sessions are required for optimal results. The risks and benefits were explained thoroughly and the consumer acknowledged and signed the Informed Consent form on 9/14/21. 

  
  

  The patient was advised to come to the clinic monthly for treatment; however, multiple no calls/no shows occurred and the consumer came in once every 2-3 months instead. However, her condition improved, so she purchased additional single sessions on 12/8/21, 12/30/21, and 9/20/22.

  
  

  The consumer stated the laser treatments made her condition worse, then why would she bring her son in to purchase an additional package of sessions three months later? And why would she purchase multiple additional individual sessions for herself if it was unsafe, unethical, or made her condition worse? We were more than accommodating and very patient to her needs and made repeated multiple service transferrings for her, so how can she state that we were denying her an equal exchange for other products or services?

  
  

  Our laser machines are *** approved, our nurse practitioner is well trained, and she spent an enormous amount of  time treating her, explaining to her how the process works, but all the consumer cares about is her time? If the consumer made a claim that our nurse practitioner conduct was unethical, please explain that in detail. Charging for services performed is not unethical. The risks and benefits were explained clearly in the consent form and the consumer accepted those facts before the payments were made and services were rendered to her and her son. 

  
  

  The consumer informed us on 11/28/22 that she wants us to issue her a FULL refund on her laser spot treatments for hyper-pigmentations, or else she will file a complaint.