ComplaintsforBrooklyn Laser Spa

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello,I completed 7 laser sessions at this establishment, opting for a full Head to *********** to target areas with minimal hair that I wanted fully removed. Paying $1582.50 on Sep 22 2023. According to their website, results were supposed to be visible after the first session, and permanently stops from 10-15% hair growth with every session. Given that I had thin or almost no hair in certain areas, I expected at least a 50% reduction after 7 sessions.However, after finishing my treatment in February, by April, I experienced significant regrowthfar more than before, and even in areas where there was previously no hair. When I raised this concern, they attributed it to hormonal areas, which wasn't accurate, as the regrowth occurred in multiple random places not known to be hormone-sensitive.I contacted them via Instagram, but their response did not address the full scope of my complaint. I also visited in person to express my concerns, and even if it were a hormonal issue (which in this case was not), I was never informed of this risk. I left the appointment in tears, with no solution offered.I am now consulting a dermatologist as the situation remains unresolved and has seriously affected my self-esteem and income, as I work as an influencer. I have compiled before-and-after evidence to show this is neither a normal nor ethical outcome for this kind of service.Given the circumstances, I am requesting a full refund, as the treatment has only created more issues for me.Thank you for your attention.

  Business response

  09/30/2024

  Dear ***** ********** and the BBB Team,
  
  Thank you for bringing this matter to our attention. We take all customer feedback seriously and appreciate the opportunity to provide clarification regarding the situation with *** ***** ******.
  
  *** ****** completed a total of seven laser hair removal sessions at Brooklyn Laser Spa for a full Head to ************ Prior to starting her treatment, *** ****** was given a thorough consultation where we explained the entire laser hair removal process, including how results can vary based on factors such as individual hair type, skin type, and hormonal conditions. Additionally, she signed a consent form acknowledging these details, which is attached for your reference.
  
  *** ****** raised concerns regarding regrowth specifically on her back. The back is a hormonal area, and it is common for clients to need additional sessions in such areas to achieve desired results. As *** ****** mentioned, the rest of her body is showing satisfactory results, and her concern is focused on the back area, which simply requires further treatment. This is a normal part of the hair removal process, and any laser hair removal provider would inform her of the same.
  
  Additionally, *** ****** had a break of two months between her last session and when she returned to us, during which time it is natural for hair to grow back. Laser hair removal requires consistency, and breaks of this length will allow follicles to become active again. Its also important to note that *** ****** received treatments from some of our best technicians, who are highly skilled and experienced in delivering effective laser treatments.
  
  Furthermore, we use one of the best pieces of equipment on the market, the Candela Gentle Pro Max ***** which is well-known for delivering exceptional results. Many of our clients choose Brooklyn Laser Spa specifically because we use this top-tier machine, recognized for being the best in the industry.
  
  It is important for clients to understand how laser hair removal works and that results vary from person to person, based on their body and hormones. Laser treatments are a progressive process, and while we can guide and support our clients through their journey, it ultimately requires ongoing sessions for optimal results.
  
  Given that *** ****** has received her full seven sessions, we do not believe offering additional free sessions is appropriate. We have delivered the service she paid for, and if she chooses to continue the process elsewhere, any reputable provider will likely advise her of the same process we have outlined.
  
  There is ample research available online that further explains how laser hair removal works, and we encourage *** ****** to explore these resources if she has concerns about her results or does not trust the expertise of our specialists.
  
  We remain committed to our clients satisfaction, and Brooklyn Laser Spa has served thousands of happy clients over the years. We are confident in the quality of our services and will continue to provide the best care for our customers.
  
  Best regards,  

  
  ******* ******** ***** ******** ***** ***   **************   ********* ** *****   ****** **************   ****** *************************************************

  Customer response

  10/22/2024

  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:

  Dear *****,
  
  
  I reject Brooklyn Laser Spa's response. Below are my reasons:
  
  
  1. Contrary to their claim about being serious of their customer feedback, my feedback was ignored. I left the spa in distress and crying, messaged them on social media (which they read but didn't respond to), and spoke to them over the phone. Today is the first time I hear from the owner which didnt even see what her business caused me or care of writing or calling. 
  
  
  2. They alleged a thorough consultation occurred, explaining variable results. This never happened. I was merely given a waiver and no warning was given that this product could create  unnatural hair growth.
  
  
  3. They are downplaying the severity by focusing solely on my back when my concerns encompassed multiple areas (back, arms, thighs, and glutes), not just the back. This was also explained in person.
  
  
  4. The company misrepresents my issue as normal hair regrowth, when in reality, I experienced abnormal and excessive hair growth in previously hairless areas.
  
  
  5. They attributed hair growth to a two-month break between sessions, when I completed the 7 treatments on time without interruptions. However, this doesnt justify the unnatural extreme hair growth, my concern lies in unnatural hair growth in areas that previously had none. 
  
  
  6. Despite my normal hormone test results, they shifted focus to hormonal factors.
  
  
  7. They refused additional free sessions, missing the point. I seek a refund, not further sessions since I wish no more harm on my body.
  
  
  Brooklyn Laser Spa's response demonstrates a shocking lack of accountability. 
  I have a problem that they created and I have to seek for professional help. 
  They provided subpar service, caused problems, and disregarded my concerns. I reiterate: I request a full refund for the ineffective and harmful service.
  

   

   

   

   

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

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

  Business response

  11/03/2024

  Dear ***** ********** and the Better Business Bureau Team,
  
  
  Thank you for forwarding *** ******* follow-up response. We appreciate the opportunity to clarify the details of her experience and our position regarding her request for a refund.
  
  
  1. Customer Feedback and ***************************************** visited our spa and expressed her concerns, leaving in distress, her attorney contacted us directly. Our manager spoke with the attorney, explained the situation in detail, and sent *** ******* signed consent form to the attorneys email (*********************************). During the conversation, the attorney indicated they would send a follow-up letter or email, which we have not yet received.
  
  
  Following the attorneys call, another individual, identifying herself as *** ******* sister, also called us and demanded a refund. The conversation quickly became confrontational, with *** ******* sister threatening to shut down our business and initiate inspections if a refund was not issued. Our manager made it clear that further discussions would need to proceed through legal channels to maintain professionalism and transparency.
  
  
  In addition, we have text records on Instagram where we addressed *** ******* concerns about laser hair removal and explained the treatment process thoroughly. Given the confrontational approach by her representatives, we believe that formal, legal communication is now the appropriate path forward.
  
  
  2. Consultation and Consent
  
  
  Prior to starting her treatments, *** ****** received a consultation with one of our licensed technicians, during which we outlined the treatment plan, the gradual nature of laser results, and the fact that results vary based on individual factors such as hair type, skin type, and hormonal conditions. *** ****** signed a consent form acknowledging these terms and confirming her understanding of the process and possible variability in outcomes.
  
  
  3. Treatment Process and Expectations
  
  
  *** ****** completed her seven laser sessions with us, with her last treatment conducted on February 2, 2024. Since then, more than two months elapsed before she returned, which is enough time for hair regrowth to occur naturally. Laser hair removal requires consistent follow-up, and breaks of this length allow hair follicles to reactivate. *** ****** received thorough treatment from experienced technicians, and the need for further sessions is a normal part of the hair removal process.
  
  
  4. Use of Top Equipment and Technician Expertise
  
  
  At Brooklyn Laser Spa, we use the Candela Gentle Pro Max ***** one of the most advanced and effective laser hair removal machines on the market. Many clients specifically choose our spa because of our investment in this well-known machine, which consistently delivers high-quality results. *** ******* treatments were performed by skilled, experienced technicians who provided a high standard of care.
  
  
  5. Unfounded Claims of Harmful Effects
  
  
  *** ****** has expressed concern about unnatural hair growth in previously hairless areas. However, its essential to understand that laser hair removal targets existing hair follicles and does not create new ones. Variations in hair growth reflect individual hormonal and physiological differences rather than an adverse effect of the treatment. Additionally, *** ******* hormone test results were normal, indicating that her regrowth patterns are due to her bodys natural response rather than an issue with the treatment itself.
  
  
  6. No Grounds for Refund
  
  
  *** ****** completed the full course of seven sessions, and she acknowledged the terms and process by signing the consent form. Our treatments were performed as agreed, following industry standards, and there was no service error on our part. Issuing a refund for a service that was fully performed and meets industry standards would be unwarranted. Should *** ****** choose to seek treatment elsewhere, any reputable laser provider would likely give her the same information we provided regarding the process and expectations.
  
  
  7. Consideration of Legal Action
  
  
  Given the escalating claims and the involvement of third parties, we are prepared to pursue legal action if necessary to protect our businesss reputation. Laser hair removal is a well-researched field with extensive information available that supports our practices. We firmly believe that *** ******* concerns are not substantiated by the facts of her treatment experience, nor do they reflect any failure on the part of Brooklyn Laser Spa.
  
  
  We remain committed to providing high-quality service and have a strong track record of satisfied clients. We appreciate the BBBs assistance in handling this matter fairly and maintaining the integrity of our business.
  
  
  Best regards,
  ******* ********  ***** ******** ***** *** ************** ********* ** ***** ****** ************** ****** *************************************************
  
  
  

  Customer response

  11/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  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. ↩