NEW YOU Cosmetic Centre - Queen

I recently underwent a series of CoolSculpting treatments at New You Spa’s Queen St location in Toronto, and my last session resulted in a severe injury. I sustained what was later diagnosed as a frostbite burn on my belly, which caused significant swelling, pain, and long-term discomfort. I’ve included pictures to show the extent of the injury—one taken the day after the procedure and another showing how it looks now, a month later.

The Experience
I’ve had CoolSculpting before at this clinic and on this area without issue. However, during my final session, the practitioner seemed immediately concerned after removing the device. She called in the nurse, who told me I was fine and sent me home. By the next day, I was in considerable pain, with the treated area swollen and raw. I returned to the clinic, where the nurse suggested I seek medical attention, which I did. The doctor I saw confirmed it was an internal burn.

What Went Wrong?
From my understanding, frostbite burns are incredibly rare unless caused by improper settings or human error. Despite my repeated requests for my medical file, which I’m legally entitled to under Canadian law, the clinic has failed to provide it. This is critical for me to understand what went wrong and to manage any potential complications moving forward. It’s now been a month, and I’ve still received neither my file nor the refund I requested for the session that caused the injury and the remaining sessions I paid for but won’t be using. Given this experience, I have no trust left in the clinic.

Broken Promises
The manager has repeatedly promised updates and refunds, but none have materialized unless I pursued them. Every promise of an update was broken, and my emails were often ignored. Their handling of this issue, especially in dealing with a client's injury, reflects a severe lack of care and professionalism.

Refund Conditions
The clinic has now agreed to process my refund but only if I sign a release form waiving their liability for the injury. This feels like an inappropriate attempt to dodge responsibility. I’m simply asking for what’s fair: access to my medical records and a refund for the session that caused the injury and unused sessions.

Final Thoughts
I’m sharing my story here because I want to ensure others do thorough research before undergoing CoolSculpting, especially at New You Spa. CoolSculpting can be safe, but my experience shows that human error can have serious consequences, and the clinic’s response to this injury has only added to my frustration. If you're considering any cosmetic treatments, please be aware of the risks, and choose a provider who will prioritize your safety and well-being.