I am extremely disappointed with the handling of my laser appointment package and the way I was…read moretreated by staff.
I originally had an appointment scheduled for Friday, May 22. On Thursday, May 21, I received a call saying that my appointment was being canceled because something was being taken care of at the office. Then, on Thursday, May 28, I received a call saying I had an appointment scheduled for Friday, May 29 at 1:00 p.m. I immediately explained that I had not made that appointment and that 1:00 p.m. did not work for me. I was told that everyone from the previous week had been rescheduled. I explained that I could make 10:00 a.m. or reschedule for another day, but I could not make 12:00 or 1:00. I was clear that I was not available for that appointment time and would call back to reschedule as I was at work.
When I called back on May 29, I was told I had been marked as a no-call/no-show and that one of my prepaid appointments would be deducted from my package. This was completely unfair. My original appointment was canceled by the office, and then I was placed into a new appointment time without my agreement. When I was called about that rescheduled appointment, I clearly said I could not attend at that time. I asked management to review the case.
When I arrived for my next appointment on Friday, June 5, I asked whether management had reviewed the issue. I was told they had reached out but had not received a response. It had been a full week, and no one had followed up with me. I was again told that I would still be charged one of my appointments because they considered me a no-call/no-show.
The situation became even worse when the laser technician, Yohanny came out and spoke to me rudely. She said she did not understand the problem and repeatedly made it seem as though I was at fault. During the treatment, she continued to bring up the situation, asked whether I wanted the service or not, and made me feel uncomfortable while I was already undressed for the appointment. Her tone was dismissive and unprofessional.
At one point, I was uncomfortable enough to ask whether she was going to hurt me. Instead of reassuring me professionally, she dismissed my concern. During the actual laser treatment, she did not check in to ask whether the laser felt okay, whether I was comfortable, or whether the setting was painful. That is not acceptable during a laser treatment, especially after a tense interaction.
I also want to note that I spoke to the staff in Spanish, even though English is my first language, in an attempt to communicate clearly and respectfully. Despite that, I was spoken to rudely and at one point was asked, "Are you going to let me speak?" The issue was not a misunderstanding on my part. The office canceled my original appointment, rescheduled me without confirming my availability, kept an appointment on the books after I said I could not attend, and then penalized me for not showing up.
I prepaid for a package, and instead of receiving professional service, I was blamed for the office's scheduling mistake and treated disrespectfully. At this point, they can keep the remaining appointments because I do not feel safe returning to this office or being treated by someone so rude and unprofessional.
I would not recommend this location based on the poor communication, lack of accountability, and unacceptable customer service.
