Skin & Scalp Restoration Clinic complaints

Colen was referred to our clinic by a hair transplant doctor after being rejected a 5th hair transplant. Colen has a rare case of severe failed hair transplant scarring and male pattern baldness. He came to our clinic with thinning hair that concealed the severe scarring and was quoted a price of $3,800 based on what we could see. On procedure day we trimmed Colen's hair down to a zero. Once the hair was cut, we noticed the scarring was much worse then previously noted. Not wanting to raise our price (which would have been justified to do) we proceeded with his first session. (Videos and before and after pictures available upon request). During Colen's consultation we warmed him several times of what would happen if he didn't properly follow the after care instructions. He was instructed and given an aftercare instructions form not to wear a hat, get his hair wet, take a steam shower, excessive sweating, rubbing his head if it did get wet. He did not follow the aftercare instructions. We Noticed after each session, his head looked really good. His entire procedure was to be completed in 3 sessions. We conducted a 4th session just to go the extra mile to make sure Colen was extremely satisfied. A few days after Colen's 4th session and after the redness went away, Colen texted our specialist "Hey Tim! Went out in public for the first in 30 years without a hat or visor to eat & shop. Feeling really good about the look! Probably will like to schedule 1 more session on a Tuesday or Thursday in early December to darken a few areas & touch up the bottom scar slightly. I have no problem paying $500 for the next session since you've done so much for me already. By then we should have a better idea on results of last session. Thanks" End quote. A few days after this text, Colen text our specialist stating the ink was completely faded. Colen sent our specialist photos of the different areas and it was noted that the ink was not completely faded just a little lite. This is when we realized he was not following the aftercare instructions properly. As stated in his texted, a few days after his 4th session was his first time not wearing a hat or visor( which is not allowed during the healing process). He also stated that after he took a shower (which is also not allowed) he noticed some fading. After receiving the pictures of his head, Our specialist texted Colen that it would be $1,000 to perform another session on his entire head.(Note: Our original agreement was to do a density fill, hairline reconstruction and scar concealment. Colen was not happen with just that so on the 2nd, 3rd and 4th session, we covered his entire head with no extra charges). Colen displeased with the price quote of $1,000 proceeded to text absurd and harsh comments toward the specialist personal character. The specialist then replied to Colen that he would provide Colen with 2 extra session free of charge because his main goal was pleasing the client. Colen rejected the offer and continued to display disrespectful, hateful comments verbally attacking the specialist. After many attempts to rectify the situation by offering Colen more free sessions to darken his procedure (which is Colen's complaint) Colen texted the specialist " Save your time, not interested. LOSE MY NUMBER NOW!" End quote. At that point, the specialist was instructed to no longer contact Colen directly. Skin & Scalp Restoration Clinic has not received any phone calls or voicemails from Colen. We have phone records and call tracking to verify Colen has not tried to contact us after he text our specialist to "lose his number". We have before and after videos, photos, entire text message threads and his customer enrollment form for any evidence needed There is no refund whole or partial due to Colen's failure to properly follow the aftercare instructions. Skin & Scalp Restoration Clinic has fulfilled it's obligations of 3 full sessions plus a bonus 4th session of Scalp Micro Pigmentation. Our offer to provide 2 additional sessions to darken Colen"s procedure free of charge still stands if Colen wants to take us up on this offer. This offer is only good for 60 days from today (12-8-2021) At Skin & Scalp Restoration Clinic, our goal is to provide the very best customer experience and satisfaction possible. Our reputation speaks for itself with a 5 star rating across the board.

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Everything we have started can be verified with documentation. When Colen came in for his consultation, he had a head full head of hair. Our specialist didn’t cut his hair until days later. That’s when he noticed the excessive scarring. His scars were only slightly visible during the consultation. The complaint of the client is that he experienced excessive fading. He mentioned doing research about wearing a hat and stated his research found that he could where a hat. What he didn’t realize is that wherever he read that information from was talking about after the procedure is completed! During the 3 session process, hats are forbidden and our specialist told him that and it’s written on his aftercare instructions. So is getting the scalp wet and sweating amongst other things. The specialist gave Colen two options (we have documented proof) Option#1: Receive 5th session on entire scalp for $1,000 or Option #2 go with a darker ink for 3-4 more sessions for $4,500 instead of $5,500-$7,500 (normal cost of entire head) since he was already a client ( He should check his text message thread to verify that this is correct). The specialist NEVER told Colen that he would charge him $5,000-

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