I visited Dr. Darm's office for the first time on Friday. It was my maiden voyage with Dysport. My best friend had had it before, and talked me into the experience. There was a special rebate for the Dysport, as well as a new client discount. When my friend called to make the appointment, she was told they couldn't find her in the computer, that they had a new operating system, and that she would be treated as a new client, so would get the discount as well. We went for our appointment, and when the Dr. (I'm not sure what his name was, it WASN'T Dr. Darm), he suggested that we each get two syringes of the Dysport, rather than one. My friend asked if we would get a rebate for both syringes and he said yes. We both agreed to get two syringes (100 units) injected. We had the injections, and went out to make payment. What a joke! It was a total bait and switch type of scenario. First, they tried to tell my friend that she wouldn't get the new client discount, after it was promised to her, they tried to charge her full price, and for more units than she used. The office manager finally, in a very rude manner said to give her the discount. Then, when they were explaining the rebate, we were told that we could get a rebate on only one vial of the dysport. We told them that we only agreed to get the two vials because of the rebate for both, that we weren't budgeted for that much without the rebate, and we only made that decision based on the dr.'s assurance that both would be rebated. It took about 45 minutes of back and forth before they decided to comp the amount for the second rebate for each of us. We tried to have the dr. come out and speak to the truth of it, we tried to have the nurse (who was in the room and heard him say it) come out to verify that what we were saying was true, but that didn't happen. They need to have staff training on what the rebates are, and they need to have some PR training for the staff in general as to how to treat a client that disagrees with them. We were polite, we were professional, I only wish they could have been the same. It has left a VERY bad impression on me.... I was considering other procedures, and in fact we were going to speak with Annie about other procedures after we paid our bill, but this is one facility that I will never use again. The trust of a client begins at the front desk, and this is one establishment I wouldn't use. I can't trust them to tell me the truth about such basic things as if I get a discount or not, or the truth about a rebate..... I won't trust them with the more sensitive things such as the procedures. I would suggest that they have the clients pay before receiving treatment, so there can be no doubt as to what you're paying for. As well, if a client has a question that the dr. isn't clear on, such as rebates, have someone that deals with that from the office come back to the room to discuss it. If a dr. tells the client something, the clinic should stand behind it, even if it was misinformation.We did not feel valued either as a client or a customer, and will take our business elsewhere in the future
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