We've gone multiple times to treat my child's wart, with little progress or success with nitrogen,…read moreso we tried the Beetlejuice, clearly without adequate warning on how bad the adverse reactions could be. My son's thumb swelled so badly we were ready to take him to the hospital, worried that we would lose his whole thumb, obviously traumatizing all of us at home, over the weekend with no way to reach the office or staff. This was a bit careless to say the least. Upon return, they kind of brushed the incident under the rug and wanted to move forward and nitrogen blast again. But my kid won't sit their calmly and brave anymore to take that burn, because he is traumatized, levels of scared. I asked If they would burn one off me first. They said that wasn't an option. I figured they thought I was trying to get a freebee, quietly accepted whatever they said. I called ahead of a future appointment, having thought it through, and after making no progress with the wart, since only able to blast it one or two little tiny blasts since the Beetlejuice incident, asking if I could pay for the services to have me treated first, so that he might be braver, seeing his daddy go through it too, lending toward a compassionate approach. They said they couldn't do that. I asked why, since they literally threw the left over nitrogen on the floor, why not use it? It cost nothing extra, and they could likely serve us both in the 15 minute window we were there, which at 340$/hr, didn't seem like too much to request. I've witnessed the process many times now. It really doesn't take long. They got the manager, and after I went over all my points, he told me that they wouldn't treat me. I asked why, but got no clear answer. He asked if my son would like to come in the next day at 4pm for an opening, but I said "not until you answer me, why you can treat my son, you can treat my wife, but not me?" And without adequate explanation to such, I needed a logical response, because it was a little confusing and offensive. It didn't make sense. He said he'd call me back. 3 days later, we talk again, and David, the manager tells me, they can't treat me, because I'm not a medical necessity. I asked how is it, you can treat my wife for cosmetic issues (not a medical necessity), and burn warts off my son, and that's a medical necessity, but to burn a wart off me isn't? He said, they were unaware I had warts. I explained he likely got them from his parents, and wondered why I would be asking for a treatment for an ailment I don't have? Not once did anyone ask me if I had a wart that needed removing. Not once was I offered to pay for the service, nor book back to back appointments, which I told him day three, was the clear best option to solve this from the start. He took defense, deflecting the issue as miscommunication. I asked why not, he or anyone else, ever thought to ask these basic questions, and what was missed in the semantics of basic language, under the term 'treatment' and why I would keep asking for treatment for something I didn't have. Again, chalked up to miscommunication, and he apologized but didnt' offer a solution. I explained how I've managed my own and other's companies, and the primary goal is to please the customer so they will return for services. If it's a meal, we will remake it. If it's bad service, we'll comp you. But no solutions offered to resolve this. I assured I'm not trying to be rude, just trying to get to the bottom of this, to help them not lose customers in the future, let alone me, my wife, and child. I'm not getting off on having an awkward conversation. I'd much rather avoid it. But they made little to no effort to deescalate the situation, but just stand on defense, saying they had done what they could to figure this out. I argued they hadn't. Not once did they offer to book my child and I back to back appointments to resolve the problem, or even reconsider squeezing us both this one time into the one 15 minute they had available today, knowing it only takes a few seconds to dip and daub that cue-tip in nitrogen and apply it. Why not? I explained, as managers, our job is problem resolution, and to smoothly ensure our clients satisfaction. Why was that so hard to understand? Even after I accepted his apology, and that they misunderstood me, still defense, instead of trying to fix it. I told him I was done. He could call my wife, but I'm never coming back, because this was insane levels of unwillingness to reach a peaceful resolution. I really wanted to be able to come in, to look them in the eye, maybe even shake hands and move forward so that we could leave, maybe satisfied, but I'm not sure I would ever smile at him or in the office ever again. If my wife wants to keep seeing them, that's up to her, if she wants to take off work to bring our boy, she can. But they ruined this relationship for me, and I'm never coming back again. My son really did like Dr. Sarahbeth. David the manager failed today.
