New Look Skin Center — Attraction in Irvine

This is a copy of a Complaint (#1002022011569) filed today with California's Department of Consumer Affairs against New Look Skin Center. "I have received, roughly, ten Botox/Dysport treatments over the past, roughly, five years at the three southern California New Look Skin Center locations, including the last two times, including today at the location-at-issue in this complaint, at the Irvine location at 6701 Quail Hill Parkway, Irvine, California, 92603. While, generally, the injection services themselves are competently performed, the overall atmosphere of the support staff--those that essentially run the business locations--tracks often incompetence/negligence combined with, clearly, structural and organizational constraints placed on employees unlike any service provider-situation I ever have witnessed. However, the price for services is competitive, and that, in fact, is New Look Skin Center's game. An assembly line-type approach. In preparation for today's appointment I was asked to place online a $200 deposit in advance of treatment, which I did. After my service, upon which, also for the first time in the roughly twenty-five Botox/Dysport treatments over the years I have had in various states I was bruised, I was overcharged almost double what I owed. At checkout I was presented a charge for $862, which I found high, and inquired about on the spot, but was told that "prices have risen." However, when I reached the parking lot I realized that even if that was the case something was very wrong. I reentered the facility, pressed the issue, and it was discovered that I should have been charged $472. At that point New Look Skin Center, effectively, refused to correct the mistake until I let it charge me the additional $472. Thus, it was asking for, including the $200 deposit I had put down before the appointment, the ability to charge me $1534, and have those amounts held at that moment against my bank account, for services totaling $472. At no point would I, or anyone else, ever have agreed to something like this. The only other option I was presented with when I called New Look Skin Center on the phone from the clinic was to have the excess amount charged credited to a future visit, even though at that point I was informing New Look Skin Center that I never intended to step foot in New Look Skin Center again. After roughly an hour of, essentially, being blackmailed/extorted into allowing New Look Skin Center to charge me yet again simply to get my money back I gave in to the illegal behavior and allowed New Look Skin Center to charge my card an additional $472. It also must be stated that the individual at New Look Skin Center who was conducting this matter behind the scenes, and whom the receptionists talked to multiple times on the phone, as did the basic appointment-setter I was talking through when I called New Look Skin Center, refused at any time to speak to me directly, even though I requested it multiple times. Clearly, as well, the owners, Siamak P. Etehad, MD and Maria Hambarsoonian, FNP-BC, MSN, BSN, NP, are responsible for the manner in which New Look Skin Center conducts its business. Why are they licensed in any capacity, business...

I’ve been a patient here for approximately 3.5 years now and even with the ups and downs of their business I’ve remained flexible. Ie: calling patients as they walk through the door to their appointment to notify they are running an HOUR behind. However on this appointment as I’m checking out, the front desk girl asked if “I’d be doing my lip again on the next appointment”? I informed her that I wouldn’t because of the scarring/hyperpigmentation I’d been left with after the last 2x. She acknowledged that I was in a tremendous amount of pain after that session. Remembering my face being “very red”. Also being able to see the burn scars in person. As well as in pictures I’d presented. She recommended that she’d talk to management as she and I quote “ has a great memory & is familiar with the situation & recall how much your face was burning”. I in turn asked if it was better if I reached out and she said no and I’d hear back soon. Today I received a call from Office Manager Eve who not only took this time to discredited both her colleagues, the nurse who provided the services and acknowledged the burns and discontinued the lip & chin laser midway. As well as the front desk attendant who was able to actually see and note the hyperpigmentation in person and recommend a cream they sold. She accepted no responsibility and offered no apology. She continued on rudely saying she’s not a nurse constantly. And in the same breath told me what I was describing doesn’t sound like an adverse reaction. How so, “office manager”? I asked her plainly with all the information she has, understanding I have photos with dates and times and the only two people I’ve had contact with in regards to this situation have assumed responsibility. The only treatment plan they can offer is the tube of cream which she cannot compensate because she wasn’t aware of the situation in July when this began. However! I can purchase one for $25 is this what you’re saying? She responded she didn’t know what she was saying and that “I’m not getting anything for free”. That concluded the call. What a slap in the face for someone to call from an establishment that you’re giving thousands to for services rudely and disrupt my day over a $25 tube of cream. When the reality of the situation is when you’re having clients wait for a nurse to chart your session before one can even pay you, these are the types of things they should be charting. That they’ve burned a patient, lowered the laser levels to no avail and discontinued a service. There could be training difficulties as their turn over rate is high and it’s almost impossible to keep the same nurse because usually “they’re no longer with the company.” I’ve asked for the matter to be escalated. Disgusting customer service Office...

I wish I could give a review on the overall business and quality. However, I have been trying to get in for 6 months. They cancelled my very first appointment because a technician called out. Okay, I get that and was not mad. But the person who called to cancel was rude, and would not reschedule me. She kept saying there were no appointments available (at all, as if they were closing down or something). Luckily I was able to go through the app to schedule my appointment that was another 2 or 3 months out.

The day before that appointment I get a call saying I need a doctor’s note. There was no warning or alert saying I needed a note when I booked the appointment months in advanced. And they also send a confirmation email about 2-3 days before the appointment and it was not stated in the email saying I needed a note. Given the times we are in, it’s almost impossible to get a doctor’s note that day. The lady on the phone was again rude and seemed to not care about my situation and did not want to reschedule me.

So now, I rebooked an appointment and have heard and been told (through friends and the location I will be going to) to call the Irvine location and see if there was any cancellations for the next day I can get into. Well, I have tried this multiple times and the lady from the call center was rude and uncooperative. She refused to transfer me after asking 4 or 5 times! I was so frustrated. The next day I call this other number that appears to be given out to others who have had a similar bad experience. This number seems to be to the same call center with the same unhelpful representatives. However, I asked to speak to a manager and the lady said she couldn’t get a hold of any managers but that they would call me back. To no surprise, I never heard back. I have never in my life been treated so poorly. What makes it even worse is that I have been recommended this place by so many people who love it. I cannot understand why. And I was hoping this would be my new laser hair removal home as I have lost the other place I was going to for 10 years.

**Update - in response to the company’s reply to my post. I was only reached out to by someone from this place 1 day and it was 2-3 days after I asked to speak to a manager. There was no urgency or apology and the lady who called sounded very bothered to be calling me. I did not feel welcomed so I took my business somewhere else who gave me no...