I was given a gift in 2006, of 6 laser hair treatments in three small area. Right after Christmas I booked my appointment. Upon arriving and meeting with the tech, I was told that I was too tan for the laser to work without burning my skin. Not knowing you couldn't be tan for this procedure I had to reschedule a couple weeks later.
I arrived to my next appointment and everything went great. The staff was friendly, nice, and helpful. During 2005-2010 I was in college, college was 1 hour and 10 minutes away from the Vanderveer center. Being that I lived so far away it was very hard for me to schedule appointments with them. I tried to make it in when I could and a couple of times was turned away for being too tan. Well this went on from 2006-2008. After 2008 I got very busy with final years in school and working full time I didn't go at all. However I did know that I had not even used half of my treatments.
Recently I made an appointment to get my laser treatment, knowing I had a few more. My appointment was in September 2012 and met with the tech, everything went great. I explained to her, in one of my previous sessions I had a treatment and the tech missed more than half my hair. At the time this mishaps happened I called the Vanderveer center and notified them. They wanted me to come in and show them, however I live almost 3 hr round trip from the business. When I came in the next time they said they couldn't do anything because I didn't come in. My mom paid good money for this stuff and they were not willing to offer anything to compensate a botched session. After explaining this to the tech in 2012 she apologized and proceeded with the laser treatment. After she was finished she went to make notes in my file. She commented that my file is old and very messy. She couldn't tell how many treatments I had previously had and what all they have done. Her and I looked through the file together trying to find the dates. We couldn't piece it together so I told her how many I had previously.
Two days ago I called to make an appointment so I could get back on track for my treatments. The receptionist told me I had for filled my packages. I am 100% sure I didn't do all of my packages!!!!!!!!!!!!!!! I requested for them to review my file and get back to me. After not hearing from them, I called them to Hear the verdict. The lady then explained to me they reviewed my file and I have for filled my package and they gave me two free underarm treatments. This is bogus!!! I requested for them to send me all of the medical records and the chicken scratch papers I saw in my file that I had previously reviewed.
Please note: if you have this upset of a customer, why wouldn't you want to try and make the customer happy??!! (This is the second time, they could've followed the philosophy of customer service and your customers are what pays your bills)
That same day they were very prompt and getting me all the material I requested. I did mention BBB in the convo, which I think played a roll into the promptness of getting those records. After reviewing my file/history and piecing everything together. Their records do "indicate" I used all of my treatments. However I know for fact I hadn't even got to half my treatments until recently. Every time they didn't treat me they would leave notes in the file. Ex: customer to tan, didn't treat today or only treated Brazilian today.
I lived an almost three hours round trip away. When I made my appointment it was to get all three areas treated. Makes sense right? Why go in there to treat just one area, just so I come back and do another area. Well in my medical records on my brazilian treatment chart it has three random dates with limited notes saying 0 tan. However when you compare it to my underarms chart the random dates don't match up saying I received am underarm treatment that day.
So review, there was two different occasions where they couldn't do Brazilian but could do underarms. One time they could do Brazilian but not underarms. ALL of these occasions were listed in the file the reason why they only treated one area and not the other. Every time I came in the would make notes in my file. After receiving copies of my file I had random dates that showed I got a couple treatments on my Brazilian but not my underarm. These also had no notes as to why i was only treated in one area. I believe the medical records where tampered with! I am 100% sure I didn't do all my treatments. When I compared all of the ones they left notes on it matched up to my memory 4/6 treatments brazilan and 5/6 treatments underarm. Also my last visit with them was 2008. In my 2008 visit the tech wrote in my file, "patient still has two treatments left in each area" the next visit was in 2012. Which would mean, their records indicate I atleast have 1 more treatment for each area.
I am so frustrated with this company. I called Vanderveer center back the same day of reviewing my files. Conviently she was in a meeting, I asked for a call back and I am still waiting to hear from them.
My advice, lots of places offer these services. do your research! There are a lot of complaints from customers all over the web. I even looked on BBB site, they had a couple there as well. Hopefully this message gets to atleast one person. This message may save you money and a headache!
I spoke to my mother about this incident and she said she also had a mishaps with payment, she knows she paid and they claimed she didn't. My mother said because of the mishaps with her, she will never use them again either.