Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I zpaid ******* ***** with Tulua Aesthetics $2800 for monthly Aerolase treatments in Feb.2024. She was informed that I have autoimmune disorders that impair my cells from forming collagen regularly. When I was introduced to her, it was recommended that certain settings were to be used with someone with my disorder. She and her employees had increased the settings as I had a high pain tolerance. It was recommended by her staff that I receive treatments every 2 weeks, so I was paying an additional $300 for these treatments. The increased lens and depth used has caused blistering on my face. Within 4 months, I noticed looser skin, and deeper creases, so I shared a photo diary with *******. She too, noticed increased depth of facial creases on my face. She said that I needed to purchase her products in addition to the laser treatments. The additional charges for the recommended increased treatments and the products all total $4,119.00 After doing research about autoimmune disorders, such as Sjodrens Disease and Ehnlers Danlos Syndrome, which I was diagnosed with, it states that bulk heating and radio frequency should be used with caution as it can have adverse effects. I provided ******* with a snip of literature that I found that explained this caution. Her reply was that she would continue to use increased bulking and heating with my treatments. As I did not feel safe under the care at her clinic, I asked for a refund of the 4 remaining treatments that I had already paid for. She refunded an old card in the amount of $933. Now that I have to find someone else to correct the damage that she caused, this will be costly, so I asked her for a refund of the months that she had increased the bulk heating; March- June, and all the additional sessions and products she had me purchase, equaling approximately $2,233.00. I still have not had a reply from her.

  Business Response

  Date: 11/25/2024

  To whom it may concern,

  I received this complaint from the Better Business Bureau via **** on Saturday, November 23, 2024, and I appreciate the chance to provide a detailed response to clarify the situation. Thank you for the opportunity to address this matter.

  When I first met this patient in February 2024, I conducted a thorough history and physical evaluation. At that time, she did not disclose a diagnosis of Sjgrens syndrome. Additionally, when my staff required her to update her medical history on June 20, 2024, she completed a form that explicitly asked, Do you have any autoimmune disorders, or are you taking any immunosuppressive medications? If yes, please list. She did not indicate that she had Sjgrens syndrome on this form. It is important to note that autoimmune disorders are not contraindications for Aerolase laser treatments. On the contrary, Aerolase laser technology is widely used to improve skin concerns associated with autoimmune conditions.

  The patient initially sought care at my clinic because she was dissatisfied with Aerolase treatments she had received elsewhere. During her first visit, I recommended a tailored, comprehensive treatment plan to address her concerns. This included a specific medical-grade skincare regimen and a combination of in-office treatments using multiple modalities for optimal results. Despite my professional recommendations and a detailed explanation of how outcomes are largely dependent on a consistent at-home skincare regimen (accounting for approximately 80% of results, while in-office treatments contribute about 20%), she opted to purchase only laser treatments. Throughout her course of treatment, my staff and I consistently educated and encouraged her to incorporate medical-grade skincare and consider additional treatment modalities to achieve the best outcomes. However, she chose not to follow these recommendations, stating that she had other products at home as well as from a different clinic she wanted to use before purchasing new ones. She ultimately purchased two products in June and one at-home treatment in September, but never purchased the recommended regimen.  

  She expressed satisfaction with her initial treatments, as reflected in her 5-star reviews:

  *** style="margin-bottom: 8pt;">April 17, 2024: Most excellent! Multiple passes were performed on each area! I could get used to that! Beautiful, relaxed environment! Thank you! ?? *** style="margin-bottom: 8pt;">May 8, 2024: Thorough treatment, pleasant environment, positive vibes! Thank ****************

  During her early treatments, she requested increased energy levels, which she referred to as higher levels, as documented by my staff. She was informed that all laser settings utilized by my staff adhered strictly to the manufacturers protocols and recommendations. On June 6, 2024, she requested treatments with lower energy levels and specifically requested no bulk heating. My staff provided her with education on the benefits of bulk heating and the manufacturers recommendations, but she insisted on proceeding with lower energy settings and no bulk heating. These preferences were accommodated by my staff through shared decision-making. From June onward, her treatments were conducted with significantly lower energy settings than the manufacturers recommendations, at her specific request. All treatments were performed safely and within manufacturer guidelines.

  She left another 5-star review on August 10, 2024, stating: ****** is a true GEM! Easy to talk to, knowledgeable, understanding, calming bedside manner.

  On August 27, 2024, the patient requested and attended a meeting with myself and the local Aerolase representative to discuss her treatment plan and recommendations. During this meeting, she mentioned experiencing a blister from a treatment in March. I inquired why I had not been informed of this issue earlier, and she claimed to have notified the office. However, no documentation or phone records support this claim. I explained that any concerns should have been reported to me immediately to which she replied it doesnt even matter anymore. I offered her a complimentary laser treatment as a gesture of goodwill. During this meeting, I reiterated my recommendation to redirect funds from additional laser treatments toward medical-grade skincare and carboxy gel masks to enhance her results. Despite this advice, she continued to schedule laser treatments through September. Documentation of this meeting is available upon request.

  On a separate occasion, the patient sent screenshots to the business phone with screenshots of information generated by ChatGPT, an AI language model, suggesting bulk heating might be harmful for autoimmune conditions. In an email response, I explained to her that ChatGPT is not a peer-reviewed, evidence-based resource, and its information cannot replace clinical research or manufacturer guidelines. 

  I have had multiple email communications with this patient on October 2, 2024; October 10, 2024; November 4, 2024; and November 8, 2024. Her claim that I have not responded to her is inaccurate, and I can provide time-stamped copies of these emails upon request.

  Summary of Services and Payments

  In February 2024, the patient purchased a customized 12-session Aerolase package for $2,800. This package was created specifically for her and was not a standard offering at the clinic. The regular price for 12 treatments is $7,200 ($600 per treatment), but I provided and offered a significant discount to encourage consistency and ensure optimal outcomes. This discounted rate was contingent on a 12-month commitment, with terms stating that early termination was not permitted, and any cancellation would incur a $300 fee. Despite these terms, I refunded the cost of the four unused treatments without applying the cancellation fee, as a gesture of goodwill. The refund of $933 was processed on October 2, 2024, to her original form of payment, the only payment method on file.

  In total, the patient paid $1,867 for the eight treatments she received, averaging $233.38 per treatmentsignificantly less than the standard of $600 per session. The clinic policy and patient agreement for prepaid treatments are documented in the medical record.

  The patient received the following services and treatments:

  *** style="margin-bottom: 8pt;">Prepaid Package Laser Treatments: February 22, March 11, April 16, May 7, June 20, July 16, August 10, and September 17. *** style="margin-bottom: 8pt;">Complimentary Laser Treatments: Four complimentary laser treatments on March 19, June 6, August 27, and September 28 (a value of $2,400). *** style="margin-bottom: 8pt;">Discounted Laser Treatments: Two half-priced laser treatments on April 4 and July 29, for which she paid $600 (a value of $1,200). *** style="margin-bottom: 8pt;">Other Complimentary Services: A complimentary, non-laser treatment on August 3 (a value of $300). *** style="margin-bottom: 8pt;">Discounted Non-Laser Services: Additional discounted services unrelated to laser treatments for which she paid $978 (a value of $1,190). *** style="margin-bottom: 8pt;">Skincare Products: Two skincare products and one at-home treatment she paid $194.85 (a value of $555.01).

  Total Summary:

  *** style="margin-bottom: 8pt;">She received a total of $9,890 worth of services and treatments and paid $3,445. *** style="margin-bottom: 8pt;">Focusing on laser treatments alone, she received a total $8,400 worth of treatments and paid $2,466.

  This reflects the significant discounts and value provided throughout her time at the clinic.

  Throughout her time at as a patient, I provided this patient with significant discounts, multiple complimentary treatments, free products, and a refund for unused prepaid treatments, despite clinic policy. All laser treatments were performed within manufacturer protocols, guidelines, and standard practice to ensure safety and efficacy.

  I expressed concern over her receiving treatments at other clinics, as I was unaware of the specifics of those treatments or the products being used, which posed a potential risk for negative outcomes. Additionally, I consistently recommended medical-grade skincare and complementary treatments to optimize her results. Despite these efforts, she chose not to follow my or my staffs professional recommendations.

  Attached are clinic consent forms, including the general Consent to Treat and the Aerolase-specific consent. Copies of the paitnesigned consents are available upon request. These documents confirm the patients acknowledgment of the risks, benefits, and terms of care provided as well as their informed consent for Nd:YAG laser procedures. The Consent to Treat explicitly states that fees are for the performance of medical services only and do not guarantee specific results. 

  On October 2, 2024, the patient and I mutually agreed to terminate our professional relationship. I expressed my discomfort in continuing treatment due to her ongoing non-compliance with my guidance and dismissed her from my practice.

  In conclusion, my team and I have made every effort to provide this patient with professional, personalized care, adhering to evidence-based practices and manufacturer guidelines. All treatments were performed safely, and her preferences were accommodated wherever possible. We remain committed to patient satisfaction and high-quality care and appreciate the opportunity to address these concerns.

   

  Please update the business information as follows:

  Phone: ************, email **************************************************************************************************

   

  Thank you for your time,

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