ComplaintsforPurefico MedSpa & Therapy

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Purefico tried to get rid of the four dark spots on my face.Before I started the treatment,the staff, ******* said this will take two visits to remove the spots. But after I paid, She told me it will take 5 treatments at $300.00 per session. She also said the dark spots will get black and then fall off after each treatment. I waited for 15 days, nothing happened at all!! So I called, the owner ************************* and she gave me a free treatment but, at the same time she tried to sell me a more expensive full face treatment which was $1000/ per visit and would take take 3-4 visits. I only have four dark spots so this option did not seem reasonable and I felt like she was trying to take advantage of me. I didnt accept her offer.I completed the next treatment and waited to see the results and still nothing happened like they promised again.My friend who is another customer of ********************** explained my experience to ************************* and ******* asked me to call her to talk about the situation.I called ************************* many times,she never replied. This Monday I went to her salon, ******* and her staff member (another *******) were laughing and chatting. So I asked to speak with the owner,the staff member ******* said We are doing a very expensive training, we spent a lot of money so ******* wants me to tell you she is not available for the whole day, Thats was her answer! Even though I witnessed The owner having time to engage in small talk with her staff but she had no time for a customer that was not seeing treatment results that were stated by the salon. So I left a message for a call from the owner with the front desk, *****. Later in the afternoon the front desk called me, said ******* will give you two options: 1. keep doing more treatments. It may take six times,or 2. you can talk to ******* which will cost you $100 dollars. This is reprehensible way to treat a customer. She went on to say, As you age its normal for nothing happened after the treatments which contrary to everything they told me to sell me on the expensive services. ******* wants me to tell you dont contact her anymore thats it!1.I am older but it should not be used as a excuse to mislead me about the results I should expect. 2. I researched other companies I found on line . The consensus was, the spots like I have can be completely removed with one treatment. My sincere conclusion was Purefico approached my treatments to intentionally lure me in and sell me excessive amounts of treatments for their financial gain.3.Bad customer service, demeaning and nasty attitude and they hide from customers and refuse to take any responsibility In conclusion, Purefico is a fraud.

  

  Business response

  01/25/2023

  The complaint is from the customer's daughter. The customer came in for a treatment for spot removal that typically takes 6 treatments. This was explained to the customer at her first visit.  The customer only wanted to pay for one treatment.  We take safety first in our office, due to the skin type and age of this patient it would have been impossible to eliminate the spots in one treatment. Despite the fact that this was shared with the client at her first visit, we treated the client on her second visit at no charge even though a normal treatment regimen would have been six. This was done at no charge as the patient's daughter says she did not see a change with the first treatment.  We then advised the patient that our new Pico laser (that we just got for darker skin color) may be the best treatment option after the second treatment as it is a very safe treatment for darker skin types. The patient did not schedule this treatment. 

  We called the patient from the office multiple times and there was not a voicemail set up to leave a message for the patient to come in so we could evaluate the patient. Instead, the patient's son in law and daughter called the provider's personal cell phone over and over when she was with patients which was never given to her by the provider. Proper protocol would be to bring the patient in to the office so that we could evaluate. On January 9th the patient's daughter (without the patient) came in the office and demanded to see the provider. The provider was in a intense training and could not leave the room nor was there a patient to be evaluated. The patient's daughter was called back on January 9th and asked to bring the patient in the office for evaluation. The patient was never brought back into the office to be evaluated so there is no way of knowing if there was improvement or not after the second treatment. 

   

  Customer response

  01/26/2023

   
  I am rejecting this response because:

  My mom ***************** is the customer and she can not speak English so I am here to represent her and translate her words into English.

  1.If the owner didnt offer her personal phone number,how could we know it?

  If I cant reach on her personal phone number? Why when I called her to make appointment she called back?(But of course ,when we sent her messages about nothing happened to the dark spots she pretended didnt see it).

  2.The owner promised after the first treatment the spots will get dark and fell off,yes she did say move off the spots completely will take two times(not six times she responded in this message).But,I did the treatment for two times,nothing happened for my spots at all.They never get darker and never fell off.Why would I keep going if two times nothing change as you promised?

  This business is not being honest ,lie to the customers and lie to Best Business Bureau.

  We feel very upset by this experience and need our money back.

  

  Business response

  02/02/2023

  My mom ***************** is the customer and she can not speak English so I am here to represent her and translate her words into English.- Yes but you left the review as you and we have never seen you as a patient 
  
  1.If the owner didnt offer her personal phone number,how could we know it?- Personal phone numbers of the providers are never given out. In any medical office this very common practice.  We called  back multiple times on the phone number she provided and could not leave a voice mail. 
  
  If I cant reach on her personal phone number? Why when I called her to make appointment she called back?(But of course ,when we sent her messages about nothing happened to the dark spots she pretended didnt see it). We needed the actual patient to come in to the office to be evaluated after the second treatment. This never occured despite the fact that we called to request her to come in. 
  
  2.- The owner never promised this. Two treatments would have not gotten rid of this treatment and this was explained to you by our provider on the first treatment (not the owner). Despite we went above and beyond and gave a second treatment at no charge. We also take safety very serious and took the skin type of the patient into consideration in the treatment regimen. 
  
  This business is not being honest ,lie to the customers and lie to ********************** We are completely honest and transparent with our patients. It seems as though there is a language barrier here as what was communicated was not understood. 
  
  We feel very upset by this experience and need our money back.why here...-  We refunded the money today despite the fact that the protocol and a free treatment was given. We take pride in our business and the customers we serve. Good luck. 

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