I went here for a few years and really loved it. I even purchased a laser package and when it didn't work, they honored the package and kept doing laser on me for free.
I purchased a package of trusculpt sessions (I had previously had this procedure at the same location) and the first session of the package seemed different to me than what I had experienced before. I did some research and found that the appropriate temperature had not been reached for the right amount of time for the procedure to be successful. The temperature was supposed to be around 42 degrees Fahrenheit for like six or seven minutes and I could read the monitor during the procedure showing that it was there for less than a minute. When I relayed this to the owner, she got back to me stating that there was an error with the machine and that they would do a free session to make up for the procedure being messed up.
I don't at all believe the machine messed up. The tech was standing with me the entire time adjusting the temperature and spoke about the amount of time it was at each temperature. I knew then that she had no idea what she was talking about because I'd just done this a year before and this was completely different- She obviously hadn't been trained properly and she was doing this $1200 procedure on me with no supervision. It seems very likely that she had done this procedure on other patients as well who would definitely not have achieved the desired results.
I had purchased a package of three sessions and after the failed first session I did two more in the package. I then spoke with the girl at the front desk on the phone to schedule my next session. We had a very distinct conversation in which she said that because of the error, the owner had decided to give me a free extra session of the procedure. I clarified with her because this was a very kind offer at $400 a pop and she re-iterated that she was giving me an additional session- in addition to the three sessions I had purchased.
So after I had my final session, there was confusion at checkout because there is not a voucher in the computer for the last session. I told them to call the owner because she gave me a free session. They said ok and left. Later, I get a call from the owner stating that they had not authorized a free session and that I owe them $1200. I told the her about the conversation with the girl at the front desk and she said she had not offered a free extra session, only a session to replace the one that had not worked. I told her that her receptionist didn't understand that and had relayed the wrong information.
She then stated that all conversations coming into the salon are RECORDED so she would go listen to the phone call and get back to me. She called back and stated, "I can definitely see where there could be some confusion, so I am willing to either have you pay $1200 or stop coming and doing your laser treatments here."
It is absolutely insane that #1 they are recording conversations without letting the customer know the conversation is recorded and #2 after knowing that their own staff made an error that resulted in an additional session of trusculpt for me, still attempt to charge me. I asked to hear the recorded conversations myself and never received a response. Awful customer service for someone that spent a lot of money and a lot of time at this spa. read more