ComplaintsforRichmond Plastic Surgeons

• Initial Complaint

  01/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I scheduled facial hair treatment session with Richmond Plastic Surgeons. Clearly, even the title of their business is misguiding. I arrive to the appointment an hour early. This is my first time going there, and before going there, I spoke to their aesthetician and I informed her of my expectations of the treatment I am looking for. I wanted a thorough and careful work. The appointment was scheduled to be 40 minutes as I have purchased a FULL FACE TREATMENT, yet she was done with me in 15 minutes. She literally spent 10 minutes to treat my face. I was clearly upset when I left. The aesthetician gave me her business card so that if I have " any questions or concerns I would let her know". I went and sat in the car, and felt quite irritated that I just spent $*** dollars for a very careless treatment. I called the office again. They first offered that they can do it again, then I waited for 45 minutes to see if I can go back in and get another aesthetician to do the treatment. Then, I left the car and went in. The manager came in and told me " I don't see any hairs." No offense to her, she's an old lady, and was using a magnifying mirror to look at my face, not a magnifying glass, but a magnifying mirror. It's rather infuriating. I want my money back, the full amount. I drove two hours to go there. They spent more time arguing with me that there is no hair that they can see on my face, while that time could've been used to give me a decent service. Even their front desk person is rude and seems like someone who hates her job. When I arrived there she said " oh you're here for consultation ". I said no, I am not here for consultation I am here for full treatment and I already had that conversation with the aesthetician before coming here. Her response was " oh well, I don't know". Really? You don't know? Why are you working at the front desk then if your computer screen doesn't have any notes on the reason for my visit? Just give me my money back!

  Business response

  01/13/2022

  1) Appointment was scheduled as a consult with "possible treatment"....All new patients to the practice are scheduled as a consult, we graciously allowed extra time in  the event her requested treatment could be done, 

  2) Ms. ****** Arrived 1 hour early for her appointment, and was seen shortly after  

  3)she  did not speak to the esthetician prior to her appointment

  4) she received a full treatment. her request to increase the power was not done due to skin safety issues

  5) she called once she left( 5 minutes later) ,put on hold  she was not on hold for 45 minutes .  

  6) she called back and was told she could not have an additional treatment the same day, the manager offered to refund 1/2 of the fee- she agreed.

  7) she returned to the office demanding to see the manager, the administrator spoke with her, she agreed to the 1/2 fee refund

  8) the refund was completed at 8 am 1/13/2022

  Debbie ****, Office Manager

  Customer response

  01/14/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID 16457806, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

  Debbie ****, 

  I find your response full of lies and disgusting because it shows your lack of integrity. I called three weeks before my appointment. I spoke with Julia over the phone and we discussed my expectations and what I want to get out of this procedure. I sat in the car for 45 minutes waiting for you to get back to me, and I did that after I left your office. I was clearly not happy with the treatment. I insisted on a full refund, I said you may keep ** dollars for the symbolic treatment I received, but I wasn't satisfied with 50%. I will not accept the 50%. 100%. You will not even keep the $**. Furthermore, your immature, hateful receptionist says that I was only for consultation, but I spoke to her and I repeated more than once to her that I am there for full treatment. I arrived an hour early, and I told her I will be sitting here doing some work until it's time to be seen by Julia. When I told your disagreeable receptionist that I am here for full treatment, her answer was " well I don't know." If you don't believe my story, pull up the phones, I am sure all your lines are recorded. 

   

  I made my appointment for full treatment, not consultation. Again, full treatment. And I had that discussion with Julia over the phone three weeks before my treatment date. I said I will purchase a full package of 6 sessions if I like the quality of the treatment. I was scheduled for 40 minutes. Your hateful receptionist mentioned that the appointment is for 40 minutes, and I was seen only for 10 minutes. Do not change the facts. And get yourself a magnifying glass next time, so you can see the hairs I was talking about instead of claiming that you don't see any hairs. 

   

  I will not accept your 50%. I want a full refund. You stole not only my time, but also my money. You have no sense of integrity, and now you're changing the facts of what happened. 

  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Hanan ******
  
  
  
  

  
  

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