Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:14/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the clinic for a skin laser treatment . The owner promised me that I will see a good result with the treatment he suggested in short period of time and made me pay around 4000 CAD. after I got a few sessions done I got a burn from the laser and I noticed a white discolouration in my face and when I went back for my next session they treated me differently and they kind of pushed me away because they new the Damage they caused to me was permanent. I tried to call them, text them but they totally ignored me. I thought it would eventually get better and I waited for long until I visited a doctor recently and I was told that the damage is permanent and there is no solution for it. ************ * *** * ************* ****** ***** **** ** **** **** ******* ******

  Business Response

  Date: 22/11/2022

  Hello ****** and dear people from BBB,
  
  First of all let us express our gratitude for this opportunity of you and your team to listen to both sides, and hopefully come up with a quick and satisfactory resolution for both parties.
  
  We would like to clarify that the last name on our files differs from the last name on this complaint process, so we are not sure if we are talking about the same client. Our response is based on a client with the same first name that had been treated at our clinic three years ago, which may or may not be the same individual filing this complaint.
  
  We carefully read the complaint, and we would like to reassure that we value our clients, and partner with them to achieve the desired results. At no time we intended to push the client away, on the contrary, we are known for listening and work together to resolve any issue. We care for our clients, all clients, and we apologize for any miscommunication or perception that we ignore this client, and we empathize and are very sorry if there has been a lack of result or a discolouration might have occurred.
  
  There are a 10% of non-respondents to any laser treatment, therefore we cannot promise results. We can only make an assessment based on our 10-year experience with ******* laser treatments, and, if we are sure that it will not work, we do not proceed with the treatment.
  
  The last three years have been difficult for everyone at every level, and many people have found themselves with psychological damage due to a prolonged pandemic, although to tide up psychological issues to a treatment done three years prior is a long shot.
  
  The treatment in question is *******, a very difficult condition to treat. In general, we have been successful in the treatment of ******* as noted in our reviews, history, and responses from our clients in both the treatment and maintenance of this hormonal pigmentation. 
  
  Regarding this specific client, we did everything humanly possible to remove her *******. We have done a complementary test patch on August 4, 2019, and started treatment on August 11, 2019, with the last session performed on January 4, 2020. The treatment included nine laser sessions, one white-in depigment session, and one complementary cryonic session, and even tried prescription medication to achieve our client's skin goals. 
  
  During the initial consultation it was discussed the severity of her condition, and the signed consent specifies that there is “NO” guarantee regarding the treatment of her skin, and the reoccurrence of the condition, and or any scarring that might occur. 
  
  When we have been approached by other clients with a similar issue of lack of results, we have offered 50% back in credits, only for the money paid on treatments before taxes and tips, which has been considered fair since we have spent the time and resources to provide the treatments, so basically, we both loose half.
  
  In this case, we would like to offer a 50% refund on the treatment and 50% credit on the products. She has paid $2,800 plus tips plus taxes on treatments and $648.80 on products. Our offer is for her to come to the clinic to get $1,400 back on her credit, choose products for a value of $324.40 and sign a release. The tips have been completely paid to the staff and HST has been remitted to Canada Revenue, so we do not have either.
  
  Hope you consider the offer fair, and we can soon schedule an appointment to resolve this complaint.
  
  Yours Truly 
  
  Mark W.
  Owner/Laser Specialist 
  Antiaging Toronto Clinic 
  1936 Avenue Road 
  ###-###-#### office 

  Customer Answer

  Date: 27/11/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  he mentioned that When they have been approached by other clients with a similar issue of lack of results, they have offered 50% back in credits but in my case it's not only that I didn't see any result with the treatment but also I got a permanent damage in my face which led to some other health issues and this is all because of his negligence otherwise it could have been avoided.

  during my consultation with him he mentioned that the treatment should be done every week and it has to be consistent for it to work effectively but he kept on canceling my appointments last minute, not even a day ahead and in some days I ended up having the treatments done by his inexperienced staff. In the last few appointments I had with them I was treated very unfairly and they tried so hard to avoid me.
  Few weeks Before I made a complaint to the BBB I tried to call him and I even texted him so that we can settle this regrettable incident in a friendly manner despite all the bad experiences I had but he choose to ignore me again.
  I am being fair I am not even asking him to pay compensation for the injuries that I have received but I feel he should, at the very least, refund the total sum of the money I paid and also since I can not apply any product on my skin that is not prescribed to me by a doctor I am not getting any product instead I will get the full amount of the money I paid for it. 

  
  Thank you.
  
  

   

  Sincerely,
  ***** ********

  Business Response

  Date: 02/12/2022

  We have been trying to reach a resolution, and unfortunately we were not able to find consensus together.

  We have not changed our position, and reiterate our offer, available to you until December 31, 2022.

  We wish you all the best and Happy Holidays

  Customer Answer

  Date: 10/12/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  The money he offered is not even half of the money I paid and I don't see the reason why he should charge me for damaging my skin permanently.
  And also why would I be forced to get a product that I don't need just because it's their policy.
  Therefore I don't want to get any product, all I need is my money back because first of all, I can't apply any product on my skin that is not prescribed by a medical doctor since I was told by my Doctor not to do so and secondly any product he suggested before has never worked for me instead it made my situation worse so I can not make the same mistake again.

  Thank you.

  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 26/12/2022

  We have requested BBB for additional information submitted by our client, attached to her claim, such as pictures immediately after her 2019 treatment, the doctor's recommendation of using only prescription skin products including cleansers and sunscreens, or a psychological report connecting her current psychological mental issues to the treatment she has received at our clinic in 2019. BBB has confirmed that the claim has no attachments. 
  Therefore, even with no proof of the extent of the damage, if any, that can be connected to a treatment done three years ago, we still offered a generous 50% refund.

  It has been frustrating for all parties, and we truly appreciate the role that BBB has played. 
  

  With gratitude,

  Mark

  Customer Answer

  Date: 09/01/2023

  
  Complaint: ********
  
  ****** **** *** ******** ** ** **** ******** *** **e he can contact my family doctor and dermatologist for any questions he might have.
  Dr. M ********* ###-###-#### (family doctor)
  Dr. ***** ###-###-#### (dermatologist)
  Dr. *** ###-###-#### ( dermatologist)
  
  I apologize for not including the information given above to my initial claim.
  
  Thank you.

  Sincerely,
  ***** ********

  Business Response

  Date: 14/01/2023

  We appreciate the opportunity to see the pictures, although not dated, and we empathize with this client that has had that skin reaction.
  Having said that, it is not possible that the laser treatment she received at our clinic three years ago could be the root cause of that skin condition. The wavelength used during the treatment does not have the capability to generate that combination of hypo and hyperpigmentation.
  The client should have taken our generous offer that expired on December 31, 2022; of receiving 50% back on the treatment.
  Respectfully,
  Mark W.
  Owner

  Customer Answer

  Date: 20/01/2023

  
  Complaint: ********
  
  The pictures were taken on March 7,2020 at my doctors office two months after I had the last session performed at his clinic on January 4,2020 and they are dated, please find the date on the top of the pictures next to my name.
  And I don't understand what he meant by the wavelength used during the treatment does not have the capability to generate that combination of hypo and hyperpigmentation. I didn't say I got hyperpigmentation from the laser treatment.
  Hyperpigmentation( the dark patches in my skin) is what I already had even though it wasn't as bad and that's the reason why I went to his clinic for treatment but Hypopigmentation( the white spots) is what I got from the laser treatment I received at his clinic which has no cure.
  I would like him to send me the pictures of my face taken at his clinic for comparison since he believes that the root cause of my hypopigmentation is not the laser treatment I received at his clinic.
  * **** ******** the pictures of my face again for him to see the date and if he has any questions about the pictures he can contact Dr. ***** or ****** at **********.

  Thank you.

  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 03/02/2023

  Dear People from BBB,
  We remain really sorry for our client's skin reaction and will cooperate with the BBB process as we have done so far.
  As previously expressed, the laser treatment provided at our clinic 3 years ago cannot generate that reaction. The technology used is a Lutronic Spectra 1064 NdYag Q-switch cold laser.
  A long time ago this client called us, saying that she was at another clinic to treat her *******, and was asking for the settings that we have used. It will be nice to know which clinic she was attending, the date she started the treatment, the technology used, and the protocol that was followed.
  In summary, the skin condition shown in the pictures could've been as a result of another laser treatment or the inappropriate use of a prescription medication, or any other combination.
  We will be happy to participate in a mediation or arbitration BBB process to achieve the best possible outcome.
  Kindest Regards,
  Mark Warsh
  Owner

  Customer Answer

  Date: 14/02/2023

  
  Complaint: ********

  I have already provided the names and phone numbers of my healthcare providers in my previous email along with the pictures and that's where he got the call from.
  I am so baffled to hear that the skin condition could have been as a result of some other treatment because I don't see the reason why I would come to him when it wasn't the result of the treatment I received from his clinic.
  I am kindly requesting him again to send me the pictures taken at his clinic as those can help us to compare the skin before and after the treatment.
  He can contact Dr. ***** or ****** at ********** for any questions he might have.

  Thank you.
  
  Sincerely,
  ***** ********