Fraxel® in Houston, TX

"UPDATE:Ashley contacted me first thing this morning and agreed to refund me the $947. She apologized for all the rescheduling and that I was only offered $747 back on my initial phone call. She is making it right and I appreciate management stepping up this way to make it right with the consumer in this situation. Unfortunately since they are corporate now it will still take time for my refund but it ultimately isn’t her fought in that situation. All I wanted was what I was entitled to and Ashley was understanding on the phone and listened to my side considering the circumstances that have occurred within their company over the last couple months.What started out as a pleasant couple visits has turned into an unpleasant experience in the end.I purchased 3 Fraxel laser treatments as a package and spent $2842 which was a discount of about 15%. My first two treatments were great and spaced roughly 4 weeks apart. I had my 3rd and final treatment scheduled but I got a call the week of stating that the esthetician had quit so my 3rd treatment needed to be delayed a few weeks so that they could bring back a former employee and get her schedule up and running. Sure no worries. I was disappointed because I wanted to finally finish my treatments but I understand things happen. Well I finally had my appoint scheduled for tomorrow and get a call yesterday stating that the machine is actually in the process of being serviced so unfortunately they didn’t believe it would be back in time but would call me today to let me know. I get a call from Julie and she lets me know that again my treatment will need to be delayed roughly another 2 weeks. At this point I want to move on to another company because two strikes and you’re out. I’m having to take off work and plan for these visitors and now I’m frustrated because by the time I get my 3rd treatment it will have been about 2 months since my last one. I do not want to wait any longer and don’t trust the company to provide my service for me anymore . I ask Julie about a refund so I can find services elsewhere . She tells me she will get with Ashley , The pearland location practice administrator. I get a call back and now I’m told they will give me a refund but it will take 6-8 weeks (which is outrageous) and it will be at a reduced rate of $700 and something instead of taking the $2842 dividing this into 3 and returning $947 to me. Julie explains that since I purchased the treatments as a package they are trying to recoup the discount they gave me for the first couple treatments which is $200. So now I’m getting money back in 6-8 weeks but not even what I should be entitled to . Instead they are punishing me for wanting my money back for services they have failed to provide in a proper time frame that I should have been able to get. Their staffing issue AND the equipment not being kept up with service is not the patients fault. The fault lies with the company at this point and now they are stealing money out of my pocket because I want to seek treatment elsewhere in a quicker timeframe than they can provide at this point. I’m waiting on a call back from Ashley (upper management) to further discuss getting the full $947 back to me although it’s going to apparently take 6-8 weeks because they got bought out by a larger company.I spent almost $3k and shouldn’t be punished for their inability to provide me my services at this time. The refusal to give me back what I’m owed and instead they want to pocket the discount they gave me is disgraceful."