ComplaintsforMAXiM Hair Restoration

• Initial Complaint

  03/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a consultation for Maxim (************) with *********************. During the consultation she stated that she thought I would need around ***** graphs. She also stated that the Charlotte ******** had recenlty opened and she was trying to drive business so she would give me a discount of 2.60$ per graph (normally 4 dollars plus). The total was 5200$, which I paid up front. She said that normal policy is to pay a deposite and then the rest before the surgery. After getting to the facility and being viewed by the doctor, he stated that he would only be able to get about 1800 graphs. During the surgery, he informed me that he was only able to harvest around 1400 graphs. *************** knowing that she had agreed to provide me with 2000 graphs, offered me a single *** treatment that she said was valued at 1500$, I declined. After attempting to talk me into getting the *** and me insisting on a refund for the non delivered graphs, she kept reiterating that I got a good deal and normanlly they charge more than 4 dollars per graph. she went home and said we will talk later. This was March 12th. I asked if she could provide a laser cap to compensate for the no deliverd graphs and she acted as if she did not know what I was referring to. I called her on the 13th and she said she did not have the power to provide a refund and would reach out to management. She has since stopped responding to my messages. I just want a refund in the amount of ***** ( for the 600 graphs not received @ the price of 2.60).

  Business response

  03/15/2024

  Hi *****,

  Acknowledging receipt of this complaint.

  Our **************** has been in touch with the client.

  Our min. price for a hair transplant is $6,000.

  Nevertheless, we will try to thoroughly investigate this and fully attempt to resolve it with the client.

  We've offered him multiple solutions but he has rejected them all.

  Thanks,

  Mac

  Customer response

  03/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I was offered a single PRP treatment in lieu of a refund.  This was during my procedure and I was given less than 20 minutes to make a decision, yes I declined.  When I inquired about a laser cap I was told the Maxim price was 1600$ and 1400 for those who have had a transplant procedure.  When I suggested that the refund balance that I am owed (*****$) be applied and I pay the difference; I was told that she (*****) would need to ask management.  The answer that she returned with was that they could provide the laser hat for 1250. If the balance that I am owed could be used to pay for the cap I WOULD ACCEPT that proposal. The hat retails for for 1850 plus tax (confirmed by Maxim employee)  I was confused when she stated that the hat is 3000$.  I asked for clarification and was told that she is awaiting management response. The only 2 solutions that I am open to are as follows:

  1. A laser hat paid for using the balance that I am owed.

  2. A partial refund in the amount of ***** (600 grafts not delivered @ the agreed price if 2.60 per graft)

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  03/29/2024

  This person filed a complaint with the BBB in ********* which we responded to and offered him multiple solutions which he keeps rejecting. Now he is filing one with BBB in ***. He is not a client of our *********** Our **************** Manager has been in touch with him. Therefore, the NYC BBB should not have jurisdiction over this complaint. 

   

   

• Initial Complaint

  01/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Maxim did not correctly perform the Hair Transplant Procedure, they guaranteed me hair growth after 3 months, I did not get a single hair growth.I had the procedure done in June 2021, It's now January 2022, despite my going back to them over and over again they never refunded my money.The key problem is that they did not perform the the Hair transplant procedure as medically approved (they did not use PRP along with the *** procedure and the they also did not use Stem Cells), they defrauded me and have defrauded many other innocent customers.Their business license should be permanently SUSPENDED.I paid ****** dollars and I did not get the results, NO HAIR AT ALL, because they did not perform the correct medical transplant procedure

  Business response

  02/11/2022

  Neither MAXIM nor its nurses, clinicians, staff or doctors guarantee medical results or outcomes as we fully understand that no such assurance is possible with any medical procedure in the health care field. 

  This claim is an egregious misrepresentation of how MAXIM handles client interactions. All clients sign consent forms indicating that results are not guaranteed. With that said, it's very important to mention that in this specific case, the client was unable to adhere to the requested protocols due to a prior medical condition of his and a medication that could inhibit success and outcomes of the procedure that he received. He was fully informed and aware of this. 

  Due to his history, we also required medical clearance from his own personal medical provider which he provided. The client was made aware that specific medication types can interfere with performance of regenerative body components and he chose to proceed regardless. Again, he verbalized understanding that it may render the service completely ineffective. Was there a chance it could have a great result? Yes, but as this client was informed, it was a coin toss as to whether or not it will work and he must understand that moving forward, it is a risk he has to be willing to take.

  He also asked what recompense would be made in the case that there is no result. He was informed (and it is documented by two different staff members) that there will be no refund or alternative service offered if this does not work, as he will have to agree that he thinks it is in his best interest to move forward. The reason for this is quite simple, we do not guarantee medical outcomes! Especially where he was at in his hair journey and the medications he was unwilling to stop. Additionally, we always inform our non-surgical patients that non-surgical procedures are the biggest unknown in hair. Sometimes they yield mind-blowing results, sometimes they don't yield anything at all. The outcomes are unpredictable. That said, as our photo evidence before and after would highlight, the patient did have significant results in one significant location which could enable him as a candidate for future procedures, where he was not previously a candidate. 

  
  It's also strange that this specific individual would claim that we did not use PRP or stem cells alongside an FUE procedure, considering he did not have an FUE procedure provided by us. He never was slated for one, he was never booked for one, and he was immediately disqualified for upon initial review. He was not a candidate for an FUE and he is well aware of this fact. These claims do not come as a surprise, however, as we consider that this same client sent female staff members messages that made them uncomfortable, requesting that they stop sending him ***********. He also lied to various managers in the company, regarding his consultation experience and expectations, which he swiftly contradicted in follow-up emails, calls, and visits. MAXIM holds an excellent reputation among all of our offices worldwide. We take our consumer experience very seriously and we take great pride in being an company that focuses on education and ethics over business revenues.

  
  
  To reiterate, this client was never booked for a cosmetic transplant procedure. The option was discussed and the patient was educated as to how his personal health and candidacy disallow transplant procedures. This was the precursor that led him into the only option that was available to him which may or may not work. 

  Customer response

  02/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Maxim hair is fraudulent, deceptive business practices,  they do not meet the fiduciary responsibility of helping their clients, they are in the business of taking money from their customers, they like to play with words.

  They did not perform the procedure correctly, they performed the procedure using exosomes only;  In my consultation with other hair transplant providers they stated that the correct procedure to perform the hair transplant procedure is to use the following in the combination.

  Exosomes + Stem Cells + PRP + FUE -- Please see the attached document for additional explanation for these terms.

  They stated in their response that they offered to review and fix the procedure, Does that not state on their part that they did not perform the procedure correctly.

  They state that they are a reputable firm, is this how a reputable firm works, performs a partial procedure using exosomes only and then when the client complains they have no hair growth, they call them in and tell them we will review and try to fix it for you.

  What did they do for 10 thousand dollars, the cost of exosomes in only few hundred dollars, so what did they charge 10k for.

  They stated in writing in a document that they guarantee their hair results, they had me sign it and they were to sign it and give me a copy, I had requested a copy of it and never got a copy back from them.

  I did have a follow up meeting with them after going back and forth with them for months, where in the office visit they stated that they would perform the FUT(this is procedure where they take a strip of hair from donor area and implant in the bald area), they also offered to give me a partial return.  When I called them back they said they never promised to offer any return.  (they lied again, over and over again);  FUT is the old procedure where you cut and implant from the donor area, FUE is the new procedure where they use a laser to extract hair from the back and implant in the bald area.

  If they are such a reputable and experienced firm in the hair transplant industry, then how come they did not perform the procedure correctly to begin with.  They are deceptive and fradulent.

  I have recorded conversations from them, these are available upon a legal request.

  *** ***** CEO of Maxim Hair Restoration is a deceptive person, he stated in my numerous calls with him that he was as 'Director at Maxim' and later he stated he was the CEO;  He is a deceptive person and is ripping people off by taking 10k and higher in fees from customers, and not delivering the correct hair transplant procedure, what they paid for.  (I have calls and text messages from him that show he interchanged his title from Director to CEO, deceptive business practice)

  Why would Maxim hair only perform the procedure using only Exomes and charge 10k, when all the service providers are performing the correct procedure using Exosomes, Stem Cell, PRP, FUE

  Why did they not perform the procedure correctly if they are such an experienced firm in the industry

  Why did they charge 10k+ for the procedure which was never meant to help the customer but to help themselves (fraudulent, deceptive, no fiduciary responsibility to customers)

  They do not understand the value of 10k, I had to save close to 3 years, to save this money to get this hair procedure done, only to get RIPPED OFF!!!

  I am requesting a full refund from them and additional funds for emotional, torment, depression, and the migraine headaches I have due to this botch hair transplant procedure they performed.

   

  Please see attached document.
  

  Thank You.

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

*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. ↩