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Business Profile

Skin Care

The Skinn Studio HRM

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Skin Care.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:02/07/2024

    Type:Customer Service 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.
    I went to the Skinn Studio on June 17 for a 4:00 appointment with ***** ****** the owner. She did a laser treatment on my back. She said I had extensive sun damage on my back and she had never seen a back so badly damaged. She assured me that " I would have a whole new back "- I paid for the appointment at the end and it was over $700- think approx $775, I don't know the actual amount. as I didn't get a receipt. Treatment $599 plus tax.laser soap and cream.I paid by **** and the machine said a receipt would be sent to me by email.. She had told me that she
    " basically burnt my skin ." I went straight home and used ibuprofen for the inflammation and cold facecloths on my back to settle down the burning sensation. I did everything she told me to do. I had someone wash my back with the soap she sold me once a day. I used the cream that she sold me twice a day and often more if it was dry/ itchy feeling. I have a heat pump so the cool air was on my back. I slept on my side at night without a pj top. While at home I went around my house with just a towel covering my front and leaving my back exposed so it would heal. When I went outside in my yard, or if I had to go in public I did not wear a bra and I wore lose clothing . On June 18th I went back to the shop askinig for *****. I asked for the before pictures and my receipt. She called me back. I told her I was glad I had it done as it was a wake up call to me about sun damage. I asked her about a follow up session . She said " no if you want other treatments they would not cost you as much." She showed no interest in seeing if my back was improving. When I asked about the pictures and receipt on the phone she brushed that off. I called and tried to text asking for my recieipt. I left a message on June 20 asking again for a receipt or I would file a compant with BBB. Treatment big disappointment as the spots only changed color. Still no response or receipt or contact from them ( except promotions)

    Business Response

    Date: 17/07/2024

    The Skinn Studio is a by appointment only clinic. The Client came in without an appointment on May 28th. The clinic owner happened to be free (in between clients) and did an on the spot consultation without charging the $50 consultation fee. During the consultation the client was visibly upset when told that there was no specific protocol for what she came in for but the owner/practioner said she would do a free test patch on an area to see if the fractional laser might help after having previous experience with similar situations that resulted in positive outcomes for the client. The clinic owner also contacted our clinical department and was given the go ahead prior to the full treatment date. The client was told this was no guarantee but we would see how the outcome of the test patch went and then proceed. She was grateful and very emotional during the time of the test patch. The client ended up in tears more than once. It was a pleasent experience, most of which are on video camera. The client was told to call back when the area was fully healed to book a follow up appointment. Less than a week later the client again returned to the studio without an appointment and said she was pleased with the result of the patch test and booked appointment for the full procedure on her whole back for June 16, 2024. She was told again on this day we are an APPOINTMENT ONLY CLINIC. When the client came for her full treatment, she stated that her husband’s home care nurse said that she shouldn’t do it. She stated that she was happy with the results of the patch test and wanted to proceed. She expressed money concerns in the past being of retirement age. Our clinic owner, as all her clients know her, has a very big heart and only charged the client the price of Fractional resurfacing on the face $599 plus tax. The full treatment area was four times the size of what this client was charged for her treatment. After this client had been to the clinic in tears so many times, we all wanted to do something kind for her despite her ignoring that she must make appointments and not just show up. For the procedure, We applied the numbing cream for a full 40 minutes to make it as comfortable as possible. When the time was up we cleansed the back area and proceeded with the treatment. The client was pretty emotional discussing her life and what was happening at home. She spoke about how her grandson had spotted the sun spots and extreme damage on her back and how she wish she had taken better care with sunscreen over the years. The owner is extremely  thorough with her treatments. A joke was made admits the treatment time (as we often like to lighten the mood during uncomfortable treatments for our clients) about “her skin being fried” because the room does get a slight burnt skin odor after a fractional treatment. It’s not a painless procedure but the client tolerated as well as any other client. After her treatment she was instructed on what to expect and after care instructions. The practioner was not in until 2 pm the next day when the client came to the studio again without an appointment wanting to speak to her. A member of staff had to leave her appointment to answer the door. She told the client that she would relay to the owner/practioner that she wanted to speak to her. She asked the staff member numerous questions that she had no training to answer as she was not a laser technician. She did her best to answer the questions she could. The client continued to call and left a voicemail over the weekend during the practioners days off. The client had been in communication via text message previously as was told to leave a message via text if she needed any help during the healing process as that is the fastest way to reach the practioner while not at work. While at home on days off the practioner is a mother of 3. No text messages were left. During the practioners weekend off, two voicemails were left. The first asking for another receipt to be sent (one was already sent at the time of treatment). A second voicemail was left threatening to call the BBB if her demands were not met. These voicemails were not heard until we opened the studio again on the Tuesday and the receipt was resent immediately. 


    As a conclusion. The client was treated with the upmost care. She had a very successful test patch and a successful first treatment. She was told multiple times this was not going to be an overnight fix. 40 years of damage does not go away in a single treatment. This client was beyond emotional during the entire process and we did our absolute best to cater to her many needs. She was undercharged for her treatments. She was charged for the surface area of a face when we treated her entire back. Her frustrations with us being an appointment only clinic could have been easily fixed by her choosing another clinic with more convient working hours. A reciept was issued at the time of treatment and again as soon as the voicemails were received during opening hours.

    At The studio we keep cameras to keep everyone honest. We also photograph a before and afters of all procedures. These are available if requested by the BBB

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