I had an extremely upsetting experience with this clinic following a My Time treatment. My first My Time treatment appears to have been performed incorrectly, which resulted in my mouth drooping. At the time, I believed the muscle spasms and twitching I experienced meant the treatment was working. However, when I received the same treatment again around four months later, I pointed out that the practitioner had not gone around my mouth in the same way as before. I was then informed that the treatment is not supposed to be performed around the mouth area, which led me to realise that the muscle spasms I had experienced previously were likely caused by the treatment being applied incorrectly.
Following this, I attended a meeting where I was reassured multiple times that the issue would be corrected. I was told that the only treatment available to fix the problem was an NSF treatment. I asked repeatedly whether there were any alternative or combined treatments that could help, but I was consistently told that NSF was the only option.
Over the following months, I attended several appointments only to be turned away due to administrative errors. I requested multiple times to speak with the same manager I had previously dealt with and was told on four separate occasions that I would receive a call back, which never happened. When I eventually saw her again in person, I was again told she would contact me, but this still did not happen. At a later meeting, I was informed that she was no longer dealing with my case.
I then attended another meeting where I was told that the NSF treatment was never going to fix the issue and that a combination of other treatments would be more effective. This was extremely upsetting and confusing, as it directly contradicted what I had been told multiple times previously, especially after I had specifically asked whether other treatments could help.
A treatment plan was then proposed that included the My Time treatments I was already paying for, along with six additional treatments, half of which were NSF. I felt it was unfair to be asked to pay towards correcting an issue caused by the initial treatment. I was also concerned that six treatments would not be sufficient, particularly given that I had now been told NSF alone would not resolve the problem.
Due to this confusion and concern, I sought second opinions elsewhere. I was advised that significantly more treatments might be required to correct the issue. One practitioner advised me to contact the manufacturer of the HIFU machine used, stating they were unfamiliar with treating that area and that it may have caused nerve-related issues, based on their experience.
I contacted the clinic to request the name of the HIFU machine used. Initially, I was told they would provide this information, but after weeks of follow-up, I was informed that they would not share it.
The treatment that was originally performed incorrectly was never refunded. When seeking second opinions, I was repeatedly asked whether I had received a refund, and when I explained that I had not, several professionals expressed that they would have expected the treatment to be refunded.
Overall, I feel extremely upset and let down by how the situation was handled. Alongside multiple administrative issues, conflicting information, and lack of follow-up communication, my biggest concern remains the physical issue caused by the initial treatment. I was initially reassured that the mistake would be corrected, but this later changed to a limited offer of treatments, which did not align with the advice I had received.
This experience has been incredibly distressing. While I genuinely liked the aestheticians I interacted with, I am deeply disappointed by the incorrect treatment, the inconsistent information provided, the administrative failures, and the overall handling of the situation. What began as reassurance that the issue would be resolved ultimately left me feeling confused, unsupported, and devastated.
