Kaya Skin Clinic — complaint regarding laser service (lifetime package)

Hi,

I've taken a lifetime laser lower face package from kaya, sector 18, noida in 2005. Since then i've been taking sessions at kaya, and have moved from noida to bangalore now. My package was transferred to kaya bangalore in the year 2007. Since 2007 till now, i've been taking sessions as well.

All of a sudden, i've been told by kaya bangalore that they would not provide me services since they're not able to consume the sessions. I did ask them to pull out my papers that had been transferred to them from noida, it did mention that the package was a lifetime package.

They agreed to give me the service then, and in the subsequent session which was on monday, 21st aug, they went back to the same theory, that my package isn't a lifetime package. This time, they asked me to leave, and denied providing services.

They asked me to write to head office, i did call up and placed a complaint. To my utter dismay, the head office reverted today, telling me they can only communicate what the center has communicated. And that is my package wasn't a lifetime package, but a lifetime value package which isn't the case.

I asked what lifetime value package was, and they said it is one which provides 7 sessions only, and that the 7 sessions are exhausted. And then the lady who had called, jennifer, disconnected the call as she did not have answers to my questions.

I would like to escalate this as i have not been provided answers to my questions. My questions are as below:
1. What package was it on which i had unlimited sessions from 2005 till sep 2016, when the issue surfaced.
2. Please provide a copy of the bill on which i've taken this lifetime value package that was talked about.

I've also asked the same to the new clinic manager at bangalore, and she's denied providing any information to me. The doctor at the clinic though is aware of the same, as she has been witness to my case. And she is aware that i have a lifetime package. I need this issue looked into and resolved at the earliest.