[Resolved]  Kaya Skin Clinic — Unethical behaviour

Address:

New Delhi, Delhi, 110001

Hi!! I am a Kaya skin clinic's customer since 2008. From Khan market clinic I took my sessions. Earlier there attitude towards there work was truly professional. There staff was good and cooperating. My experience with Dr. Hema was exceptionally good. But this year i.e 2015 there professionalism, etiquettes, behaviour all gone and they have turned into money making corporate house who is not bothered about customer and quality of there services. This year again Dr. Hema suggested Fraxel laser to me for pitted scars. I have taken 4 sessions before also so know its pros and cons. This time again they charged me for full face that 8000/ session i.e total package of ₹32000. One session for full face takes 45 mins. Also if you have taken sessions before also then they don't have to check reaction of the session on your face and hence this time they could have started with high intensity sessions so that my 4 sessions turn out to be fruitful. But they have money making strategy in there mind and for that they gave me light session which didn't gave me required effect and also it was not on full face but only on few areas. Usually after session redness goes in 3-4 days and swelling in a weeks time but in mine case both went in an hours time only. It was so light and that was when I told the concerned person to give high intensity session. Immediately after 1 hr I started calling Kaya Khan market for informing about my situation and asked them to connect me to Dr. Hema but they said they will ask Dr Hema to call but no call came the whole day, all 4 times when I called they told me the same. After 2 day, that too when I shouted on them that they gave me Dr. Hema's no. I had word with her and she being doctor understood my position and asked me take that session again in 15 days time. This means that all my four sessions are intact and also she promised me to monitor the session. When I got time to take that session, I called them to fix the appointment, for 2 months they kept me on hold saying they don't have the machine and that I could take sessions at GK or I could wait till it comes back to them. Machine never came back, nor do they called to inform the same. Every time I called they told me the same and gave assurance that machine will come back. After 2 months when I mailed there Mumbai branch my complaint, Mumbai ppl told me that machine will not be back at Khan market and that I have to take session there only. 1st picture o[censored]nprofessional attitude. When my nearest point is there and when before taking money you have not informed me all this issue why should I suffer, but i did. Mumbai ppl lied to me that they have fixed my appointment with my concerned doctor i.e Dr. Hema and that my session will also take place at my concerned clinic only. When I reached the nor Dr Hema nor the staff new about the session and also they didn't had the machine. When I told Dr. Hema that my session as well as my appointment with you is fixed for this clinic only, she showed unawareness about the same and asked me to forward the message that confirmed all that. I did that and she was equally surprised. In front of me she had word with doctor at GK clinic, informed my situation, briefed about the intensity of the session and assured me best result. On her request I went to GK and thankfully that ended to be best session where full face was covered, intensity was high and as usual I recovered from after effect in a 8 days time. For 2nd session, I thought of going to GK only as I was stuck and also had less left in my marriage and 2 sessions require 1 months time in between. I asked Khan market clinic to book my session at GK for saturday. For this I called them on Thursday that means they had 2 days time. I again requested them to ask Dr Hema to brief doctors there about the intensity as they might have forgot as they don't write it down. In 2 days time they neither informed about the appointment or my request. In all 2 days time I was concerned and petrified, they were not concerned, and it was I only who was calling them again and again. They were not like this before. Finally on saturday when I called them they said that they are unable to reach Dr. Hema. Isn't it surprising that they can't reach there own doctor. Over and above they are saying that will inform doc there about my situation. That means now your skin that too for laser treatment is in non qualified hands. But considering that this time they had already made mistake and that they will not repeat again in just 4 session treatment their fault again. I went for the treatment. 45mins session they finished it in 15 mins. Giving polka dot type effect, that is when I have given money for full face. Those who have taken sessions will know what polka dot type effect was. I was wrong that I trusted them. In 4 sessions they messed my 2 sessions, is this called professionalism? Did I asked more if I am asking them to connect my doc on phone to the branch they are sending me too?? Is it not there responsibility that I get best treatment. I was their loyal customer and this is what they did to me that too before my big event. Over and above when complained for the same to there Mumbai ppl, from there the concerned person Ms Urmilla who was telling me that I have mental block that I want doc again and again, is it the way to talk to customer? Ma'am if this is so then on 2nd time when you did not have my doc briefing, why your session didn't end well. Why polka dot effect when I have paid for full face. By the way polka dot comes when you give session only in specific area and skin there only swells. She told me that they write all specifications on paper, even if that would have been true then why you were not able to repeat the 1st session specifications 2nd time? I asked them about the last specifications before my 2nd session but they didn't knew. Further she said that they are not doctor specific but treatment specific. Even this is not true as laser treatment can't be done done without doc and doc who knows your skin for long is an additional benefit as your skin may react. When I told them that I can't trust for my facials anymore and they should refund my facial money, they want to just give my fraxel money as they according them they are just left with 1 session and that they have to give only ₹8000. Where they had full money with them that is my facial account where I have not taken any session, they are not ready to give. When you are unable to give proper sessions and then you are not sorry also but showing shameful face and misbehaving, you want people to stay with you too. How long you can keep customer like this. When your 1st session went wrong and you promised me that session again that means I had 4 sessions after that wrong session and from that I have taken only 2 so still left with 2 and accordingly my left amount is ₹16000. Such ppl have gone so steep. Sorry state!!