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Scar treatment center and recovery Untrained technicians faulty equipment unstable schedules no customer service Cathedral city California
SCAR TREATMENT AND RECOVERY CENTER On 7/25/2015 I purchased from Scar treatment recovery center Deal of the day 2 External lipo treatments plus 2 belly wraps A total of $55.00 A treatment i did not receive because it was being added to the end of my four month upgrade. A scheduled appointment was made 8/11/2016 Thursday 5pm Upon my arrival before i even received my treatment, guadalupe Ponte the owner came to speak with me about her package deals, stated that my purchase deal of the day would not show effects and i should consider upgrading for better results, stated the offer was then and now because she was readying to expire her summer package. so i up sale prior to my first treatment. My upsale package 4 months radio frequency lipo plus body firming Including she added 3 full body wraps Total treatments for this was 34 radio frequency lipo plus 34 body firming And 3 full body wraps guadalupe the owner confirmed She had Thursday evenings available and would not interfere with my work schedule. She confirmed this is what i would be receiving and put her initials on the offer and copied the document and gave me a copy. She stated my treatments would be scheduled Thursday evenings for radio frequency lipo and body firming And every other Saturday would be scheduled for my body wraps.
On the weeks i scheduled a wrap that would not be included in my initial 34 weekly treatments. My wraps were a bonus and would be added to Saturday following Thursday evenings appointment. I made my purchase based on the availability for Thursday evening and i made it clear i worked a full week schedule Monday to Friday from 8am to 430pm She complied that Thursday evenings would be granted my scheduled appointments and she began scheduling my appointments through September on Thursday evenings and Saturday wraps. And stated their appointment book was not complete for October that i should call the last week of September to complete scheduling appointments. Come that time i called and was told i could not schedule past October 15 due to the fact Thursday evenings were canceled.
I discussed with the owner and she said they would not work with me, i reminded her i would not have purchased an upgrade due to that fact my work schedule would not accommodate and was forced to make arrangements with my work schedule. Included in my statement you will see two clearly defined disputes. I will also give detail description and dates about my complaints at the end of my statement. The primary is faulty equipment and non experienced technicians operating body firming equipment. And the second is Thursday schedule canceled On my third visit i reported being shocked by the procedure. Due to the fact that the pads were not generating electronic connection's. The equipment had already been turned on and dial set to 10 pulse frequency. The technician did not turn down the frequency while attempting repair, but rather than turn down the frequency and attempt repair they left the pulse on high at level 10 frequency and when it triggered pulses from zero to 10 in a flat second it shocked me bad, i yelled! She Scrambled to turned it off and started it again. When i was leaving i wanted to speak to the owner, who was busy with her evening students and i was told to call the following morning to discuss my treatment. I called and was sent to voicemail. I described my treatment in detail in that voicemail. I called a second time a few hours later and was rudely responded to by the book keeper who answered the phone. I received return call following the next day.
I spoke to guadalupe the owner about my experience and stated i dont want the same technician the treatments should be given by an experienced technician, also how i was spoken to by the book keeper. Her reply was pay no mind to the book keeper she has little skill in customer service, and i have to take whoever was scheduled but could try to request another technician on my appointment date. The following appointment i did request another technician but was not granted my request. The same technician did the procedure and my experience was the same. I stopped the technician this time and made her call the owner in to operate the equipment, reluctant but she did and in front of me the owner had to train her technician how to operate the system. On 10/20/2016 while receiving the same treatment from another technician also with no experience on how to operate equipment i was shocked again and told her to remove me from the system then called for the on duty management Michele, was told she would speak to owner regarding my concern. I spoke of equipment failure, technician failure and scheduled changes, i left in tears completely overwhelmed by the lack if service. My needs to my un-relaxing spa experiences Michele stated she would make sure my issue got addressed and i would be receiving a phone call to accommodate me fully if she herself would have to be there doing ny procedures on Thursday evenings. Upon my phone call this i was not so i reported to capital one my dispute. My second complaint was scheldule changes when i was told midway into my scheduled appointments Thursdays were being canceled, Thursday evenings being deleted because she couldn't afford to keep technicians into the evenings and due to her appointment scheduled being wide open i would have to choose to take earlier weekly appointments. Affecting my work schedule.
So my originally scheduled appointments that confirmed the purchase of my package was now being taken away and forced to change, and now going to interfere with my work schedule, and weekends and my work schedule vacation hours would need to ve requested to cover loss of hours also that had to be granted by my employer. In my notes on my calendar you will see the difficulty i have had to struggle through appointments, details in this statement so please review to understand fully my pain. I only received two full body wraps one that was done was cold very cold and wraps smelled molded. Wraps are done hot for the purpose of elimination of toxins Now regarding permanent makeup This was not part of my package but rather i was asked by guadalupe to assist a student receive her certification. I already have permanent makeup but would be having her student do touchups for her certificate. And due to this experience the procedure did not go well and i had to repeat the application by the owner and the color was applied too red and had to get it done yet again. This procedures will have to be corrected by my personal professional technician and it will be costing me $200.00 to fix all errors. Mind you this procedure is permanent.
My request to be reimbursed is for $55 for treatment never rendered Also disputes of $450.00 Statement from my calendar 8/11/16 Thursday 530pm deal of the day First appointment External lipo treatment Up sale to package deal purchased Deal of the day was postponed to follow after 4 month contract was complete in January 2017 First appointment for 4month package. External lipo and radio frequency, first of 34 treatments 8/18/2016 Thursday arived 6pm External lipo and radio frequency Second of 34 treatments 8/25/2016 Thursday arived at 630pm External lipo and radio frequency Third of 34 treatments This treatment was bad I was shocked with very bad pain Equipment was faulty and technician was not familiar with how to operate this system. After i screamed she turned equipment off and restarted the procedure Treatment was none effective Following my visit i asked to speak to owner to report and was told she was busy with students and told to call the following business day as stated in my above notes. I was denied my request. 8/27/2016 Saturday i arived 11am Full body wrap First of my three full body wraps.
This treatment was bad Wraps were cold and smelled molded Treatment was non effective. 9/1/2016 Thursday arived 6pm External lipo and radio frequency Forth treatment of 34 Treatment was bad Shocked injury and forced technician to stop procedure and bring owner in to operate the system Equipment failure do to connections with pads Again more details stated above. Treatment was done by the same technician denied my request for an experienced tech. Treatment non effective. 9/8/2016 Thursday arived 6pm External lipo and radio frequency Fifth of 34 treatments Treatment was bad External lipo week pressure Radio frequency equipment failure Technician called for assistance Treatment non effective Reported to owner that i was not satisfied with the quality of service treatments 9/15/2016 Thursday arived 6pm External lipo and radio frequency Sixth of 34 treatments Treatment was bad External lipo week pressure Equipment failure Reported Was told the pads get worn out and the technicians pull on wires improperly 9/22/2016 Thursday arived 6pm External lipo and radio frequency Seventh of 34 treatments 9/24/2016 Saturday arived 11am Full body wrap Second of three full body wraps 9/29/2016 Thursday arived 530pm External lipo and radio frequency Eight of 34 treatments Treatment was bad Week pressure external lipo Radio frequency equipment failure Continued to report Was apologize too 10/1/2016 Full body wrap Saturday my appointment was canceled by clinic 10/6/2016 Thursday arived 530pm External lipo and radio frequency Ninth of 34 treatments 10/8/2016 Saturday appointment canceled by clinic Full body wrap 10/13/2016 Thursday 530pm Appointment canceled by clinic Was told they would no longer be open late on Thursday evening and i would have to scheduled my appointments according to there hours. I told them the reason i purchased my 4month upgrade was because Thursday evening appointments. The owner stated she was no longer going to pay her staff to stay late because she could not afford to stay open late. She also said she has not filled her books and until her schedule got full she would be closed at 430 last appointment. And my appointment was moved to 10/15/2016 Saturday 10:15 am 10/15/2016 Saturday arived 10am External lipo and radio frequency Tenth of 34 treatments Treatment was bad They were running late due to staffing issues I was told the would start radio frequency first.
The owner herself began my treatment Told me to lay on my back and she put the pads in my brastaps and walked out the room telling me sorry short staffed and reversed procedure When she left the equipment was not operating. When the technician arived she removed the pads and began the procedure over starting with external lipo then radio frequency again but again equipment failure. Treatment non effective 10/20/2016 Thursday arived 4:15 Had to get out of work to make this appointment External lipo and radio frequency Treatment was bad External lipo no pressure applied and radio frequency equipment failure pads non censuring frequency. Technician could not operate the system after being shocked i stopped her and called for assistance and still frequency was not correctly operating when off and came back on at full 10 straight and shocked me. I called for technician to remove equipment and stop the procedure. Called assisting management Michelle she recorded everything apologize and said sge herself would discuss everything with owner that i deserved quality of service and asked i call first thing Monday 10/24/2016 to have my concerns met for the remainder of my treatments. Monday she was not in and owner spoke on Tuesday that she would speak to me 10/29/2016 I was denied again Thursday evening appointments.
On 10/28/2016 i contacted capital one disputes for recovery of charges and disputes were filled. I was advised to contact scar treatment and recovery notifying them that appointment would be canceled on 10/29/2016 Due to unresolved on going issues in treatment and a refund is at best interest for me the client. Two chages of $55.00 $450.00 Due to dispute of service i never received the following appointments. These are my following appointments but still not completely booked due to appointment book was not complete. Saturday 11/5/2016 11am external lipo radio frequency Thursday 11/10/2016 4:15pm external lipo radio frequency Thursday 11/17/2016 appointment not available Saturday 11/19/2016 10:30am full body wrap Saturday 11/26/2016 10am external lipo radio frequency December and (January deal of the day) appointments pending scheduling. And remainder appointments was not scheduled due to appointment book not up to date to schedule out remainder appointments Barbara Pocius December 15 2016