I wanted to share my experience because, unfortunately, several issues during my recent visit left…read moreme very disappointed.
When I arrived for my appointment, the first person I encountered was Giselle, who was at the front desk. I said, "Hi, I'm here for my appointment," and she simply stared at me without acknowledging or assisting me. Juan was at another desk behind her, and after a few seconds, he said, "I can help you over here." The initial interaction did not feel welcoming or professional.
After my appointment, I reviewed the receipt that was emailed to me and noticed that I had been charged for four additional units that I did not receive. I called and spoke with Juan to request a refund. He told me that they could not issue a refund because they do not keep my card on file, but that he could provide a credit toward my next visit. I then emailed the office regarding the issue and received a response stating that I would, in fact, be refunded. This was very frustrating because I was given conflicting information, and I do not appreciate being told something that was apparently not accurate. I expect transparency and honesty when dealing with a business.
There was also a $14-and-change fee on my bill that I was not made aware of beforehand. I believe customers should be informed of any additional fees before they are charged.
Additionally, Juan was very pushy about having me complete the electronic forms immediately. I was taken into the treatment room and serviced before I had an opportunity to fully review all of the documents I was being asked to complete. I was also initially given 200 points to use toward my next visit, but those points were removed after I requested a refund, which I found disappointing.
I want to make it clear that my injector, Angellica, is wonderful. She is professional, knowledgeable, and provides excellent service. It is unfortunate that interactions with other staff members, particularly Juan and Giselle, have negatively affected my overall experience and my desire to return.
I hope management will take these concerns seriously, particularly the inconsistent information regarding the refund, the undisclosed fee, the additional units charged, and the overall customer service experience. I would appreciate these issues being addressed so that future customers do not have a similar experience