Medical Day Spa of Chapel Hill complaints

It is difficult to respond when a customer describes a situation in a manner that is different from the facts. The call was not simply to set up another appointment. I texted the customer on the evening of her last treatment (7/7/22) to ask how her appointment had gone and she responded , "Thanks. This is my third time and honestly it's been a lot of money $1,400 then $800 then $600 it's like I could have just got a deep neck left but I just I'm not sure if I didn't use enough product the last two times there wasn't enough product or the needles didn't go deep enough I'm not even sure hun I'm just like not seeing what I want to see and it's a lot of money." I immediately responded that I understood her concerns, wanted her to be happy, and suggested we touch base in 4 weeks to see if she was noticing improvement. I also told her it was normal for patients to need multiple treatments for full correction. On 8/3/22, I received a message from my front desk staff that the customer had called stating customer called to express her disappointment in the amount of money that she has spent on her treatment to not see results. She stated, “Kaitlyn told me on all three appointments that I needed to wait 6-7 weeks or a few months and I still don’t see any results. I had a bad feeling and knew that sometimes the dots on my chin were not even and it felt like one side had more put in it than the other. I really don’t think she gave me the max vials that were needed and I was charged the same price. I saved a lot of money for this and I could have had liposuction. I need my money back or to know what can be done to see results. Please have the owner or the director doctor call me. I am not allowed to have my phone at work but they can leave me a message and send me an email.” I checked her chart, immediately wrote to her to say that the correct amount of product had been used and asked about a time she could come in for assessment and following. We set up an appointment for the 8th of August, which she cancelled. Three other follow-up appointments we made were cancelled. On the morning of 9/8/22, custome called my persoal cell phone and spent 30 minutes telling me that she had been misled by her treatment provider, that she had been guaranteed results, and that she was not sure if the provider had done what she was supposed to do. I tried reassuring her and said photos would be helpful. After repeated comments that she had been misled, I tried to support her by saying I understood being disappointed but that is not the same as being misled. At that point, customer yelled into the phone, "You are a horrible human being" and hung up on me. Within minutes she called our office line and spoke to our DOO to cancel her next appointment, again calling me a "horrible person". Within 24 hours she called the office again to schedule her next treatment. At that point, in consultation with our medical director, a decision was made not to continue providing services since the patient had clearly expressed distrust and dissatisfaction and we will not tolerate staff being mistreated or yelled at. We offered to recommend another facility for her. We are always saddened when situations like this occur. But it can often be avoided if parties speak respectfully to each other in trying to find a resolution.

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