I visited the Premier Medical Spa location in Burlington, Ontario for a consultation on their filler products. I was interested in an injectable filler for my upper lip to improve the appearance of a small depression. I asked many questions about the procedure, the potential benefits, and the cost of the treatment. I was told by the consultant that since I required only a small amount of the syringe for the treatment, Premier Medical Spa would store the product on site indefinitely until I had used up the product I purchased. I was also informed that the results achieved by the product would typically last 6-12 months. When I reasoned that I might be able to extend my treatment for up to 3 years based on that information, the consultant replied "Yes, that's correct." The treatment was expensive but I figured that if I could have mulitple treatments it would be worth it.
I signed up and received my first injection treatment one week later by a different consultant. She ended up using about 60% of the product in my first visit, which was more anticipated, but I was satisfied with the result once it settled down a little.
Eleven months later I decided it was time for another injection after seeing the effects of the filler were wearing off. I called Premier and booked a follow up consultation for a second injection. When I arrived for my treatment I waited 10 minutes or so, then proceeded to a private room. The consultant who performed the first injection (not the consultant who sold the treatment to me) then informed that they wouldn't be able to continue the treatment I had purchased because the product expires after 3 months, but they would be happy to inject additional product if I purchased another treatment. I was flabbergastedat upon hearing this new information. I slowly and carefully explained that the information given to me about the treatment was completely opposed to what I was now hearing. I asked to speak to my original consultant in order to clarify exactly what information was provided to me. "That person is no longer with the company", I was informed. Now things are beginning to make sense, I'm thinking. "Then I want to speak to the Manager", I replied. A few minutes later, bubble lipped blonde about 19 years old joined the consultant and I in the small consultation room. THIS is the manager? I'm thinking. I explained that the company had misrepresented the service they sold to me and that I wanted a refund for 40% of the service I was not able to use. With a completely blank look on her face, the manager stated that they wouldn't have given me incorrect information about the product or service, and that they don't give refunds. After talking to this bag of hammers for 10 minutes without anything registering, I asked for the contact information of the head office. "Oh, we don't give out that information, but we can send an email to them"."Fine", I said. "And when will I hear back from them?", I enquired. "Oh, I don't know", was the informative reply. I stormed out wondering how a place like this could be in business. Two weeks later and several calls to the Burlington location resulted in the same useless reply; "Sorry, I don't know". I tried to call the number on their website, but all I got was a recorded message, "We're sorry, that number is out of service". There is no other contact information listed on the website either. I'm pretty sure I understand how this company operates now. We'll take your money but don't expect any answers if you're dissatisfied. I intend on showing up at randow busy times at the Burlington location and making a scene until I get my money back. They can play their games, but it just makes me more determined to not let a company like this rip people off.
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