Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -The promotion claims to include a ***** skin analysis, WASN’T done. She didn’t even ask my about my skin concerns or routine. This clinic is sneaky. They CHANGED the website after my review. At time of booking and appointment, the website clearly stated the ***** Skin Analysis (value of $75) is included. After owner's reply, I checked the website, and they have updated it. I can provide photo proof to show this change was made after our conversation. I felt like this was an attempt to make my claims invalid. -I wasn’t told or given any aftercare instructions, most places let you know to avoid certain products for the next little while post micro needling. Owner states that after care instructions were sent to me via e-mail, this is FALSE- and I mentioned it in our phone call that I NEVER RECEIVED after care instructions, I told her I had to actually ****** for after care instructions myself. In fact, I had to reach out to the clinic via phone to get my deposit refunded as they forgot to take the deposit off of my total cost. - She mentioned that the technician is very experienced, but probably had an off day. I was never once asked if I was "okay". I didn't even know her name. Carolina also mentioned that they are "a small clinic" and "know the clients very well". If that's the case, shouldn't they have known I was a first time client, like I mentioned in my e-mail at time of booking? She also said the receptionist was probably "off" and appeared not as welcoming due to not feeling well.

  Business Response

  Date: 06/10/2022

  This client had already posted a review on ****** prior to contacting BBB. Knowing she was not satisfied with her treatment, I reached out by calling her but unfortunately couldn't reach her. She responded to my missed call by texting me back. We then set up a time on Sunday to speak on the phone.
  
  During our phone conversation, I understood she wasn't satisfied and told her after apologizing many times that my job was to make this a positive experience for her and asked "how can I make this a more positive experience for you? What would you expect I do to make this better? How can I make this better?"
  
  
  We always encourage and accept constructive criticism from everyone and believe this is how we can grow and continue to strive to be better.
  
  
  However, I sincerely apologized to her and asked if she would give us another chance and offered her to come back for a treatment with me. She didn't agree right away about coming back but said she would think about it.
  
  
  Have I not heard back from her, I was advised by my team to reply back to her review on ****** so it doesn't seem to other customers that this was not taken care of.
  
  
  Immediately after my reply, she texted me saying there's several points she did not agree with, and asked if "I would rather have her reply to me on ******?"
  
  
  As I mentioned, I would have much rather preferred if she reached out to me or the clinic manager prior to making it a public review of her experience but I understand, this is how she believed her voice could be heard.
  
  
  I have not understood that a refund is what would make this situation better, even after I called her on Sunday afternoon and asked what she expected I do. I only knew she was expecting a refund after she again texted me on my personal cell number asking me" Do you think a refund would be appropriate...?"
  
  
  I have attached all of the text messages she has sent me for your review.
  
  
  As my job is to make this a positive experience, I am happy to offer her a full refund of her service, including the tip $47.09 she has given to our technician, which I will be paying for myself.
  
  To finalize with all that has happened, I find the need to clarify that there is absolutely nothing "sneaky" about what we do at Skinglow. I have many years of experience working with clients and It's hurtful to see this is how she's chosen to describe and talk about our job, my business and the work that we have been known to provide to all of our clients. We wish she would have given us another chance and that she would have chosen a better way to communicate with us to create a positive business-client relationship and to make things better.

  
  However, understanding her needs and intention, I am expecting to be in contact with her today to process her refund.

  
  ** ***** ** *** **** *** ****** ******* ** ****** **** ****** ***** ** * ******** ** *** ********** ***** *** **** **** * **** *** ** *** ********** *** **** **** ****** *** **** *** ******* ** *** **** * ***** **** ** **** **** ** ******** ** **** ***** ******** * ****** **** ****** ** *** * ***** **** ** *********** ********* *** *********** ***** *** **** ****** **** *** ******** *** **** ** *** ***** ** **** **** ********* *** *** ***** ****** ***** ** **** ** **** ** ***** *** *** ******** **** ** *** ********* *** **** ****** *** **** *** ***** **** ****** ******* *** ******** ** * ******* ** *** **** **** **** ********** *** *** **** *** ******** *** *** * ******** **** ** **** **** ** ***** ************* **** *** **** ********* **** *** ***** *** ***** ** ** **** **** *** *** **** **** ************ *** **** *** **** *** **** ******** ******* ** ** *********** **** **** ******** ** *** ****** ***** ** **** **** *** ******* *** *********** ******** ** ***** ******** ***** *** ** *** ******** ** *** *** **** ****** **** ******** ******* ** ********** *** *** ********** ****** **** ** ****** *********** *** ****** ***** ****** ** ****** *** ***** ******* ** **** ****** ** *** ***** ****** ** ******* *** ******* *** ****** ***** ** ********* ******** ****** **** ** *** **** ** *********** *** **** ******** **** ***** *** ** ******** *** ** *** *** ***** ** **** *** ****** ** **** ******* *** **** *** ** *** *** **** ********** ***** *** ****** * ** **** ** *** **** ************ **** ***** *** * ******** ** ***** **** ******** **** *** **** * *** ***** ** ******** *** ** ** ******* **** *** ******* **** ** *** **** ** ******** *** **** ** *** ***** ****** ******** ***** ********* * ********* **** ** ***** ******** ******* ** ** ******** * ****** *** ****** ** ** ***** ** ******* *** **** ******* *** **** ***** * ***** ********* ******* * ******* ******* ************ ****** ** * *********** *** * **** ******** ********** **** ***** **** ************ **** ******* ** *** *********** ***** *** **** *** *** *** *** **** *** ******** ***** *** ************ ******* ** *** **** ********* *** ***** **** **** *** ******* ******* *** ***** ******** ***** *** *** *** *** ** **** *** **** ********** **** ***** ***** ** ********** **** ******** *** **** *** **** ****** *** ********** **** *** ** *** ******* **** ********** **** *** **** ******* ***** ******** ********** *** ** ***** **** ** ****** *** **** *** ******* ********** ** *** ***** **** ** ******* *******

• Initial Complaint

  Date:27/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There are several ethical concerns I have regarding this business. Skin Glow advised me of incorrect information that put my skin health at serious risk and ultimately damage. I was told there laser treatment was safe for my skin tone, and that it was safe for me to be in the sun on vacation as long as I was wearing sunscreen and reapplying every 2 hours. The clinic burnt my skin resulting in 23 scars all over my face. They advised to correct it, they would charge me at a discounted rate. **** ***** ********* ***** *** ******** ***** ****** ** ***** ********** *** ************. They also advised that the appropriate treatment would be a peel. After obtaining several other opinions from licensed professionals, all were consistent in telling me the initial laser treatment was not safe for my skin, it wouldn't be safe for anyone to be in sun exposure (and most clinics shut off their lasers completely in the Summer months) and furthermore, a peel is also not a safe corrective treatment in the summer months and actually would expose me to further risk of hyperpigmentation. In addition to this, after leaving a ****** ******, the clinic owner said she would only give me a refund if I retracted my statement. My review was honest, not defamatory in nature and I don't appreciate ***** ****** *** *****. Lastly, they just had a "lawyer" contact me to ******** with legal action. I work with lawyers often in my job and usually, it is written communication on company letterhead or through a company server. This was a call from an unidentified number, and the individual would not tell me which law firm they were from. They called me "a bad person" a "bad human being" and accused me of harassment, and destroying a business. * ***** ******* **** ********** ** ** * ****** *** * ** ********** **** **** *** ********** ********. I recorded the call with the individual who identified himself as legal representation and have photos of my skin as well as email correspondence.

  Business Response

  Date: 12/09/2022

  Hi ******, Here is our response:

  
  

  ****** had 2 very successful treatments at our clinic and left very happy after both treatments. She's had her first treatment, left our laser technician a tip, and happily came back for her second treatment. We only heard from her weeks after her second treatment when she had gone away on vacation to Turkey and stayed under the sun.

  
  

  We have gone through all the pre and post care guidelines with her and she unfortunately failed to follow the instructions. In order to prevent any side effects, it is extremely important that the areas treated are not exposed to the sun post treatment. This information is also on our consent forms which she's signed when she came in to the clinic.

  
  

  The treatment provided to her was suitable to her skin tone and we have been offering it since the start of our business 8 years ago. The only reason we have offered her a treatment to correct the issue was to simply help her with the unfortunate situation she was going through, not because of what we had done, but because she exposed the area treated to the sun immediately after the treatment.
  

  
  

  ****** was extremely rude to our staff and owner and has treated everyone without any respect and even went beyond what we could possibly expect and wrote a letter to us requesting that we pay her thousands of dollars to help her correct the issue.

  
  

  No one has identified themselves as lawyers over any phone calls and because of the amount of calls, emails and unacceptable behaviour from her, we had to look for legal representation to also avoid having our staff go through such an unfortunate amount of stress, and bad treatment from her.
  

  
  

  It's very unusual that other clinics can speak about the safety of our machines/treatments without knowing what was done, so the fact that such information was given to her does not change the fact that she exposed the area treated to direct sun light after the treatment which is the only reason why she was left with pigmentation on her skin.

  
  

  Her ****** review has been rewritten and then now deleted by her, she was never ****** for money, we offered her a refund of her second treatment as she had complained she left unhappy with the result.

  
  

  We have done everything we could to help her with all we could, but protecting the health of our staff comes to us as our priority at this time.
  
  

  Kindest Regards,
  

   

  ******** *******

  Holistic Skin Specialist & Founder

  
  

  Customer Answer

  Date: 12/09/2022

  
  Complaint: ********
  
  I am rejecting this response because: the comments ******** has made are false. I received the treatment on May 3rd and have time stamped photos showing the damage. I tipped the esthetician Rebecca because the effects of BBL happen after the treatment for up to 2 weeks so there is no way I could have possibly known how bad the damage was immediately after the treatment. I obviously regret tipping or providing Skin glow with any compensation to damage my face. 
  

  further more, I had to cover my face completely for 10 days because the damage was so bad. During this time I had to miss important work engagements. I emailed skin glow to advise there was something wrong on May 23rd, I went to Turkey on May 25th. Again, happy to provide the email and even record of my plane ticket if they continue to dispute my comments. ******** continues to gaslight and act as if she did nothing wrong. The results of the treatment itself were damaging but her behaviour has been disheartening and damaging to my mental health. On that note, I’m happy to provide the recording of the call from her representative  in which he attacks me and my business. 
  

  Overall there are several facts ******** has left out of her statement:  
  

  1. The technician was well aware of my upcoming trip and advised me it was safe to perform the treatment. She noted I would just need to wear sunscreen.
  

  2. the damage was evident 3 weeks prior to my trip. I assumed it was normal based on the technicians advising and. It would resolve  itself. The technician later said “it looks like Hyperpigmentation from the treatment” in an email. 
  

  3. Anyone that works with this technology of laser knows it is unsafe for darker skin tones. I’ve since seen a dermatologist who also confirmed this. 

  3. I have not been rude or disrespectful to ******** or her staff but I have communicated my disappointment. When I spoke to ******** she was distraught that I wrote a review. This was her biggest concern, with zero empathy for destroying my face. I have recorded calls from her representative. 

  4. ******** offered a refund in exchange for me to delete my review. I rejected this. I have not deleted my review. 
  

  
  Sincerely,
  
  ****** ******