Terrible Customer Service.
EDIT: 9/19/12: Monarch just closed due to staph. infection in 3 patients, one of whom died. Do your research!
I used Monach a few years ago when I lived in Baltimore. Everyone should keep in mind that this is a MEDSPA and not a physician's office. Things are run much differently. To begin with, it is a sales person that you are dealing with on the phone. Their medical knowledge is quite limited and they rarely offer you any solid answers about medical questions. Rather than saying they will check and get back to you, they gear the conversation more toward "results" and what you need to buy. I would not recommend purchasing over the phone before you speak with a clinical professional.
I am quite familiar with sales people and researched certain questions on my own since this person obviously knew nothing past their promotional info flyer.
Due to a special, I purchased a laser hair removal package for a brazilian bikini. (This is a FULL laser of the area including getting on your knees and doing the backside.) I was impressed with one nurse working at the time. I had to reschedule once and had a different nurse who was definitely less thorough and did not do great job with all areas of hair removal. (I assume because she frankly did not want to...but it's the job.)
The laser worked alright but I did experience some regrowth. I have an old contract that states that additional sessions will be at a 50% discount. I called back about two years later to cash in on this (even though I live elsewhere, I was going to be in town.) It was major hoops to even get someone to pull my file, let alone have them "recall" my said discount. Finally, they agreed on a price but low and behold did not have anyone in the office that day. Well, I waited and called again a few months later when I would be in town again...this time, they knew NOTHING of my previous conversation. I called several times to speak to a manager and was never called back. The third or fourth time I called the secretary said "he said no, you can buy one at full price." I explained that I had already gone over this and wished to speak to him. She told me that he was already gone for the day (at 12:00pm). I had been given this excuse before and told her that I had the contract and could make this matter a legal issue. She said he would call me back when in the office.
I never received a phone call. You get what you pay for. I had recommended this place in the past for "cheap laser hair removal." No longer. A facility that won't return a customer's phone call to deal with a complaint is completely unacceptable ESPECIALLY when medical procedures are involved.
***PLEASE READ*** This Place is Terrible!!!!. Please, if my experience can do one thing, it's to stop at least one person from going here. Poorly written regulations is all that allows this place to run. Remember, it's not a doctor's office...it's a "Med Spa". I'm badly scarred for life from this place. They are very disorganized and lose records when it's convenient. So if you go, KEEP GOOD RECORDS! They are very good and professional on your first visit and until you pay. I'm not saying they aren't friendly. It's just a REALLY bad place to go. I've already paid so I'm stuck. But one more bad issue and I'm contacting a lawyer. PLEASE PLEASE PLEASE, research other places, any place, and go there, not here. I plan to post this warning everywhere I can.
The worst.... This is absolutely the worst experience I have ever had, in a "professional" setting/environment. I would never have expected this type of unprofessionalism and patient disregard from a "supposed" legitimate company. I am reporting them to the board of health, among other things. It was bad enough that I got "baited and switched", but then the work promised was not performed and not even an apology was offered, much less a refund!
BEWARE.. nice when they are selling the services.
I really need to share my experience and hope that people have another point of view when they go to this place.
I have to say that so far the staff has been really nice. I'm 5'8" AND 150 lbs, so I'm not even on the heavy side.
I had the " no cut tummy tuck" three months ago. During my pre-op visits I was very specific about two things : 1. the under bra rolls on my back and 2. sagging skin at my lower abdomen.
The surgeon ensured me that it was going to be NO PROBLEMN WITH ANY OF THOSE. However, here I am with my under bra rolls looking the same and sagging skin on my abdomen. Looks horrible.
One thing that bothers me a lot is that on my 3 post ops check ups I NEVER SAW THE DOCTOR, so any concer that I had was discussed with the assistant. Also, when I requested my before and after pics their response seemed to be rude. They did not want to release the pics to me. When I mentioned about the results of my back, the assitant was quick to mention the cost of a touch up as the first response. I would not be back there even for free.
Treated with respect. I have always been treated with respect and I value that. Dr. Hovi, Maureen and Andrea have always looked out for my best interest and offered me excellent service.
Understandable, nice, and respectful. I learned alot about the procedures I've been going though and the Surgeon and the MedSpa staff is very undersandable, nice, and respectful. I'd recomend the MedSpa to anybody interested in something different for surgery, then something regular at a hostpital.
Very helpful and informative. Everyone here is very helpful and very informative. They have been a great help in my recovery process so far.
I'll see them in a month. My very first laser hair removal. Not very painful, wich was my main worry. I wish they didn't make me wait so long. I arrived before 7 and left around 8pm. 20minute waits betwenn getting in, filling out the papers and getting zapped. Ladies are very friendly. And the TV had a T&A galore with lipo something or other, quite amusing actually. I'll see them in a month.
Very helpful and professional. I really wanted to get laser hair removal and didn't know much about it. After calling Monarch, I won't go any where else. My phone consultation was great and they answered all of my questions. I was still nervous when I went in for my appointment and everyone eased my nerves. From the front office staff to the nurse who performed my treatment, everyone was very helpful and professional. I will keep going back and have already have a couple of friends going.
Experience has been great. I just completed my 4th rounds of laser hair removal and I'm very happy to say that my experience so far has been great. My wait was a bit long only 1 time so far and I'm very pleased that I've had the same person for each appointment so far.
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