Complaint Review: Spa Radiance

I recently just came across this site, otherwise I would have poster earlier.

Two years ago, Catherine, the acting manager, quoted me one price for a summer special on laser hair removal to my full legs. She told me they were offering 50% off special. She explained to me that I would need 6 treatments be have permanent results.

I excitedly agreed on purchasing the package of 6 laser hair removal treatments. She presented me with the financial documents to be signed, along with consent and medical history papers.

I read them through in detail, filled them out, and then handed my credit card over, which she took downstairs to process in the main lobby area. She handed me the receipt and I made an appointment at the front desk and they were able to get me in the following week. I thought great that was easy!

After receiving 2 treatments, about 2 1/2 months later, I receive a bill in the mail stating that I owed Radiance Spa more money. Initially I thought it was a mistake because it was for the exact amount I had already paid previously. I thought nothing of it and disregarded it.

I then received another; I called up the spa to rectify the situation. I explained to the secretary that I had already paid the amount in full prior to receiving any treatments and said I had my receipt as proof. She told me I was incorrect that I had only paid half the amount. I then asked to speak with Catherine.

She transferred me to her line and I again explained to her the situation. Her response to me was that I was confused; I had only paid for half of the package. I reminded her that they were having a sale at the time that I purchased for 50% off and that I signed the financial document stating I would pay only half the amount. She treated me as if I was delusional.

I then told her I would come in to discuss it with her in person and review the documents with her. She said there was no hurry, and that she would see me during my next appointment so that it would not be an unconvinced to me to make 2 trips down there. I appreciated that she was so accommodating.

I came in about 2 months later for my treatment and informed the nurse who was doing my treatment that the manager, Catherine, said I could see her after to discuss the previously signed documents. The nurse came back and told me Catherine was on a call and she would see me as soon as she was off the phone. I sat in waiting area between the mani/pedi service area and the laser room. After waiting there 20 minutes Catherine finally came out and
brought me back into her office.

The manager asked how she could help me and I reminded her of the situation. In response she told me, yes now I remember you still owe money. I asked to see the documents I signed. She said it would take time to find my chart. I told her the nurse had my chart, she had been reviewing my medical history and settings before she treated me.
 The manager said she would retrieve them from the nurse, who was treating another customer at that time. She came back to her office with empty handed and said that the nurse must have misplaced my chart. At this point I was very frustrated.  She then had the audacity to tell me I should pay it could affect my credit report negatively. I told her it was outrageous that she expected me to make a payment I never agreed to. Catherine said well once we find your chart we can show you that it was for the full price. I asked her when I could expect for my chart to be located. She told me to come in the following week to look over my chart because they were so busy. I told her I didnt have time for this. Finally after going back and forth I gave in.

The following week when I came in, she presented me with new forms. I asked what they were and she said they were unable to locate my chart so I needed to do the paperwork all over again; consent, medical history, and financial
agreement. At this point I was enraged. I refused to fill any of the documents out.
She then said well to receive any more treatments we need you to at least sign the financial document, which stated the full price of the package, not 50% off as I was originally quoted and was in the initial financial documents I signed. I told her I would be speaking to a lawyer and walked out.

I consulted a lawyer but they said there was nothing that could be done because the original documents were missing. He said they could argue that it was not 50% off and that I only paid for 3 treatments rather than 6. He said that they could not send me collections because I had only received 3 treatments which were all paid for in full and the paperwork was missing.  He did mention something about suing for missing medical documentation and some kind of violation associated with that. He informed me that it not uncommon for missing paperwork to all of a sudden appear out of nowhere. He said his bet was that they would present the medical paperwork if I filed a lawsuit based on that. I felt defeated.

I was not going to pay any more money to this scammer spa. I ended up receiving the rest of the treatments elsewhere; yes I had to pay again! Lesson learned, always, always, always make sure they give you copies of anything you sign because it can mysteriously go missing. I am posting this so someone else does not taken advantage of by this scammer.