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:06/07/2023

  Type:Product 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 received a facial on Jun 30th, 2023.
  
  I received the following services:
  Dermaplaning,
  Microdermabrasion and a
  brow wax.
  
  I was left with cuts all over my face and a wound where my skin was ripped off of my forehead and my eyebrows are now completely uneven.
  
  I have multiple cuts on my neck and face from the dermaplaning. No refund has been issued and the aesthetician is still practicing despite displaying her incompetence. I have not even received an apology from her showing that she does not care that she mutilated my face. I do not want others to receive the same services I received, I left with a completely mutilated face and could not go into public for days. I requested a refund from the business and my request was ignored.

  Business Response

  Date: 12/07/2023

  ****** came in for a thorough consultation and facial appointment with Amanda on Friday June 30th, 2023 which was booked online by the client using our online booking system. After ****** completed a facial health history treatment questionnaire during her consultation, outlining her skin concerns and goals. She specified that she wanted to target exfoliation and hydration.  Amanda the medical aesthetician suggested that microdermabrasion treatment would best address the exfoliation concerns, followed by a hydro-jelly mask to address her hydration concerns. ****** happily agreed, and we then proceeded with the treatment. During the first stages of the facial, ****** inquired if we offer dermaplanning for the removal of facial hair, and requested it also to be added to her facial treatment. ****** mentioned that she is used to dermaplanning her face at home. At the end of the facial, Amanda handed ****** a mirror to show her the results obtained, ****** was extremely happy with the results after looking at her skin in the treatment room and specified that she loved how her face was clean and hydrated.

  At the end of the facial Amanda mentioned that our brow artist was in and if she needed any brow treatments done there was availability, ****** welcomed the idea and asked to get her brows waxed. Upon completion of her facial ****** then went to our brow bar station to get her brows done.

  ****** was cashed out before leaving and even gave a tip after both treatments of $34.92. She thanked us to the service we provided and left happy. 

  To our surprise on July 1st Skin Essence MedSpa received an email at 10:37 am outlining that she wasn't happy with the terrible service she experienced and that her face had cuts on the skin and a scab above her brow. She also stated she was talked into getting her brows done. She added to the email that she believes that all our positive ****** reviews are a lie. She then proceeded to say that she was going to file a complaint, and that she feels the medical aesthician should not continue performing treatments. 

  We responded to her email at 12:21 pm on July 1st (Canada Day holiday) emphasizing how extremely sorry we are that she felt unhappy with the treatment. That our business strives to give all our clients the best experience and service during their appointments at our clinic. We assured her that our ****** reviews are 100% genuine, and that our client satisfaction is our number one goal. We informed her that we are taking her concerns seriously and then asked for photos of her face to have a better understanding of her concerns. ****** then replied to us stating that she will be leaving a negative ****** review, then proceeded to offend Amanda personally under minding her credibility, experience and knowledge as a treatment provider. Saying Amanda destroyed her face and clamming it will take months to recover. Upon reviewing the pictures ****** sent, we noticed two small grazes to the skin and a small scab above the brow, which we found confusing as it wasn't addressed by ****** immediately post treatment and before proceeding to get her brows done. We immediately called ****** on her cell phone and ****** did not answer our call. We then emailed ****** to inform her that we called and wasn't successful in reaching her. We then kindly offered ****** to come to the clinic on Tuesday morning after opening so we can access her skin and assist her further. We also highlighted in the email that we wanted to know how we can make this a more positive experience for her. We then for a second time, apologized that she did not have a good experience and that we look forward to hearing back from her. We did not hear back from ****** until the following day, Sunday July 2nd, refusing to come in and then requesting Amanda's credentials so that she can follow up with the bodies that certified her, and ensure her certifications are revoked. ****** replied saying "If you believe that your business partner is a capable human being, I can only imagine that you could be equally as incapable". 

  At this point we have decided that we will no longer interact with ****** due to her aggressive and uncivil manners towards the staff at our spa. We were happily willing to turn this experience into a positive one for ****** but we will not accept nor tolerate her disrespectful behavior nor her hostile insults towards the staff at our spa.

  Customer Answer

  Date: 12/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I do not know how it is hostile to question Amandas credentials when she literally cut my face in multiple places? I do not believe that she has the proper training or credentials to be able to see clients. I have not once received an apology from Amanda. I was called by the business ONCE a on a HOLIDAY WEEKEND expecting me to reply right away? Prior to receiving my service I informed Amanda I had multiple weddings to attend that week. Which she completely mutilated my face for. I do not feel comfortable returning to a place where I was completely traumatized by people who refuse to apologize or take accountability for their actions.

  I also work full time and can't come in on a Tuesday because the person performing my service was incapable. I am unsure why I am expected to inconvenience myself and return to a place that has caused me extreme emotional and physical distress when its clear that Amanda has no intention of taking any responsibility or accountability for her actions. Why am I expected to trust a business that has already PHYSICALLY harmed me and is now emotionally harming me by calling me aggressive and hostile for simply questioning the capability of the person who left several cuts on my face.

  If i come in for a facial and leave with multiple cuts on my face and uneven eyebrows, it is not unreasonable to question the capability of the person performing the services. A refund would have been the correct way for the business to proceed as they clearly didn't perform the service that I paid for, a respectable business would have apologized and kindly issued a refund. Instead this business is continuing to cause me emotional distress by asking me to return to a place where I was physically harmed and trust them to perform more services on me. How is this a reasonable ask from the business?

  I am generally very hesitant to tear down women in business but this is very unprofessional behaviour, it is clear that this business does not value its clients and does not care about the harm that they cause them. 

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