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:02/22/2024

  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.

  I started my laser hair removal journey with this company sometime in early 2022. I no longer have access to the initial exact transaction amount or date. I remember that I was quoted $1,700 at my consultation and I paid that in full at my first appointment. After going through my initial rounds of treatment, everything seemed fine and the hair was reducing. I think it was about eight sessions, one session per month. However, after the services were complete, I noticed even more hair growth. The hair in the areas that were treated came back (after a few months), darker and thicker than ever before. Ive never had hair like this in those areas. I went back for a consultation and touch up in April 2023. I did express my concerns and the aesthetician told me that I probably have PCOS, which is a hormonal disorder that an aesthetician has no business diagnosing. I also did talk to *************** do not have PCOS. In my initial consultation, I was never told about a possible increase in hair growth and darker coloring.

  Business Response

  Date: 03/11/2024

  Thank you for your feedback. We tried to investigate the issue but weren't able to find a patient with the name ******************* and the provided email address/phone number in our system. Please give us a call at ************ to discuss further. It is our priority to provide the best patient care possible and to follow up on any unsatisfactory experiences. On rare occasions, patients may experience paradoxical hair growth after laser hair removal and this adverse reaction is mentioned in our consent form which our patients sign before they receive treatment. 

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21333390
  
  I am rejecting this response because:

  I do not remember reading this warning. I was never made aware, verbally, that this could be a potential side effect. When I came back for a touch up with my concerns, I was still not informed. The person performing my touchup said they have never heard of this happening before and that I probably have some underlying health issue causing it. I left the appointment very upset about all of this. I also visited my doctor and confirmed that I do not have an underlying health issue that would cause this. 
  

  I hope the company takes accountability for the way the situation was handled and also take better care of future clients in heeding this warning. 

  I did have my last name changed after getting married. I am probably in their system as ***********************.

  Sincerely,
  
  *******************

  Business Response

  Date: 03/28/2024

  Hello,

  We kindly ask to provide the patient's date of birth as we are unable to find anyone by the name ******************* in our system. Feel free to give us a call at ************ and ask for ***************************, Director of Aesthetic Operations, to discuss further. We look forward to resolving this issue.

   

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21333390
  
  I am rejecting this response because:
  

  As stated in my last response, you will find my information under ***********************. The company has my phone number because I received a missed call from them *************) on March 8, 2024 at 2:47 PM. 
  

  My contact information is also listed under the original complaint details. 

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/03/2024

  Good afternoon ******,

  
  We understand that you are disappointed in the results of your laser hair removal treatments. Unfortunately, the stimulation of terminal hair growth following photo-epilation can occur within or adjacent to the treated area. This risk is listed on our consent form which you signed. I am attaching the signed form for your review.
  Don't hesitate to reach out with any questions you may have.
  
  Kind regards,

  Nicola