[Resolved]  Kaya Skin Clinic — cheating of customers by kaya clinic, jayanagar by manipulating number of sessions

Address:	Jayanagar 3rd Block, Bangalore, Karnataka, 560011
Website:	www.kaya.in

I have subscribed for Laser Hair reduction treatment at Kaya Clinic for full face and remitted the payment for a package of six sessions and two maintenance sessions. Till date, I have utilized one session at Kaya Clinic, Lavelle Road and four sessions at Kaya Clinic, Jayanagar.

My latest session at Kaya Clinic, Jayanagar was on 13th July 2019 at 12 pm which was my fifth session out of a total of eight sessions (6+2) which I am authorised.

On 13 July 2019, post treatment, I was informed by Ms. Rajini N.V. (Kaya Head Consultant) that the latest session undergone was my last (eighth) session. When I objected and sought clarification, she extracted previous records/history of past sessions from the computer. As per this data, my laser treatment sessions were recorded on the following dates –
a) First Session - 11th Sept 2017

b) Second Session - 11th Sept 2017

c) Third Session - 18th Jan 2018

d) Fourth Session - 26th July 2018

e) Fifth Session - 6th Nov 2018

f) Sixth Session - 23rd Mar 2019

g) Seventh Session - 13th July 2019

Even going by the records maintained in the computer, the instant session on 13 July 2019 was the Seventh session and not the Eighth (Last) session as incorrectly claimed by Ms Rajini. A summary glance at the data also reveals that the First and Second session were both recorded to be undertaken on 11 September 2017 at Kaya Clinic, Lavelle Road which is illogical and meaningless.

Repetition of sessions on 11th Sept 2017 means that two laser sessions were utilised on a single day, which is clearly an impossible event. It is evident that there has been an intentional entry of data and fudging of records to record two sessions on the same day.

I reiterate “FUDGING AND MANIPULATION OF RECORDS” because according to assurance by Kaya’s management, each session explicitly stores pertinent data of customer’s visit including photographs of the customer undergoing treatment and names of the laser treatment specialist kept as proof of customer’s visit. Logic fails to explain how my pictures have been uploaded in two sessions, whereas I had undergone only one session on 11 September 2017. Moreover, the fact that Kaya could obtain the OTP generated in customer’s mobile twice is a testimony to the malpractices by Kaya management.

Clearly, the concept of OTP on the customer’s mobile, photographs of the customer stored in Kaya’s computer (and tablets) are not fool-proof techniques to ascertain the number of sessions undergone and there exists scope for manual intervention by Kaya’s management to manipulate records and hoodwink the customer.

Since the customer receives nothing but an OTP at the end of each session, the management is taking undue advantage of the customer’s inability to keep a track of sessions held. Also, had the OTP been an authentic and an unbiased tool to mark a used session, the utilisation of 2 sessions using a single OTP remains an unanswered query.

This incident came to light since some inexperienced Kaya management had inadvertently recorded two sessions on the same day. Else, Ms Rajini and Kaya Clinic would claim that they were two different sessions. However, Ms Rajini was quick to realise the folly and she quickly retorted to saying that the First and Second Session would be considered as utilization of only one session. She then started claiming that two more sessions were left.

However, my problems are still unresolved. I have still been cheated because the session on 13 Jul 2019 was my fifth session and I have three more sessions left. The session 26th July 2018 which is recorded as one of the utilized sessions was never utilized by me. I have reason and proof to authenticate this fact and the reasons are as enumerated below

a) On 18th July 2018, I visited Kaya Clinic. I was examined by Ms. Lavanya who also took photographs in the tablet and consulted the Dermatologist. I was told that the hair growth is insufficient to carry out the 3rd session of laser treatment and I was advised to revisit after a few months. During my recent visit on 13th July 2019, Ms. Lavanya recalled and corroborated her advice.

b) As per records held at Kaya, I have availed one session on 26th Jul 2018, just 8 days subsequent to the advice by the doctor, which is illogical and not palpable. I am not a customer who would go against doctor’s advice.

c) It is simply not possible that the hair would have re-grown within 8 days and I could have undergone treatment on 26th July 2018.

d) The name of the Dermatologist has been entered as Dr. Shiny. I am acquainted with Dr. Shiny as she was the consulting dermatologist at kaya clinic, Lavelle Road. I invariably consult the dermatologist before/after every session. I have no memory of ever having met Dr.Shiny at Kaya Jayanagar.

e) Needless to mention that my session at Kaya Jayanagar on 26th July 2018 is an event which did not happen at all and the records are fabricated. How Kaya could feign an OTP for this session remains a mystery.

f) Pertinent to mention that my session at Kaya Jayanagar on 06 Nov 2018 is my third session and 23 Mar 2019 is the fourth session.

g) The session on 23 Mar 2019 is correctly recorded as the fourth session by the Laser specialist in the computer database at Kaya clinic Jayanagar. Even the laser specialist accepted this, but Ms Rajini wants to be discreet about this. She did not allow for a printout of this session and she claims the session as the fifth session.

All these facts were brought out and discussed with Ms Rajini of Kaya Jayanagar. Unfortunately, the tone, tenor and body language of this lady was inappropriate and unbecoming of a customer friendly executive. She offered nothing by way of an apology and remained adamant without as much as giving a patient hearing. Since it was her word against mine, I decided to lodge the complaint in writing.

TO SUM UP, I DEMAND ONLY WHAT I AM RIGHTLY ENTITLED TO, THAT IS THREE SESSIONS INCLUDING TWO MAINTENANCE SESSIONS AT KAYA. The adamant nature of the staff despite manipulated and doctored records is unbecoming and is a clear violation of professional ethics.

Despite lodging a written complaint with Kaya Skin Clinic on 14 July 2019, they have only replied that they are looking into the matter. From more than a month, I have been patiently waiting for them to revert back to me. The concerned authorities are unavailable on telephone. I request the help of this forum to resolve this issue.