Complaints

This profile includes complaints for Hi Skin LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Hi Skin LLC has 2 locations, listed below.

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  Hi Skin LLC

  100 E Camelback Rd Ste 132 Phoenix, AZ 85012-1066

• 

  Hi Skin LLC

  2050 E Williams Field Rd Ste 94 Gilbert, AZ 85295-0727

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:06/15/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Im reaching out to formally address an issue that occurred during my most recent visit to your *************** on 06/11/2025 and to express my disappointment with how the situation has been handled so far.I arrived for my first scheduled mini facial under the $69/month subscription, but without notice or consent, I was provided the full-hour facial and charged $109 at checkout. No one asked if I wanted to upgrade, and I only learned of the change after the service was complete, when it was too late to decline. I also want to note that I had previously communicated to the staff that I would likely be pausing or canceling my subscription soon due to an upcoming relocation to ********After I voiced my concern over the phone, I was refunded my monthly subscription credit (approximately $69). While I appreciate the acknowledgment and the apology from the team member I spoke with, I want to be honest in saying that this still does not feel like a complete or fair resolution.Because of the unexpected charge, I was unable to purchase the full skincare routine I had budgeted for. I left with only the face wash, even though I planned to buy additional items like a moisturizer and serum. This experience not only impacted me financially but also left me feeling steered into a higher-priced service without informed ********** this time, I am still seriously considering canceling my subscription. I had hoped to remain a client, but the way this was handled has left me with hesitation and a lack of trust in the service process.

  Business Response

  Date: 06/25/2025

  We appreciate ******* bringing this matter to our attention and want to acknowledge her concerns while offering additional context.
  ******* visited our *************** on May 14, 2025, for a 60-minute facial. After that appointment, she rebooked for June 11, and our team scheduled her for another 60-minute service based on her treatment plan and the conversation at checkout.
  After rebooking, ******* enrolled in our Mini Membership, which includes one 30-minute facial per month at $69. Since her June 11 appointment had already been scheduled as a 60-minute service, it remained as such. Unfortunately, our team didnt notice the membership change when she returned and missed the opportunity to confirm which service she intended to receive.
  Automated confirmation messages were sent before the appointment, each listing the scheduled 60-minute service and duration. That said, we acknowledge this should have been clarified in person upon check-in.
  On June 11, her $69 membership was processed and added a 30-minute voucher to her account. After receiving the 60-minute service, she was prompted to pay the discounted member rate of $109. Her 30-minute voucher remained unused and available for a future visit.
  When ******* shared concerns about what felt like a double charge, we fully understood and immediately refunded the $69 membershipensuring she only paid for the service she received.
  To further accommodate, we offered an additional $40 refund or product credit, based on her preference. As of this response, we are still awaiting her decision to complete that final step. Once issued, it would bring the total cost of her 60-minute service to $69, matching her membership pricingeven though the service was double the duration. This would be a loss to our business, but one were happy to absorb to ensure a positive outcome.

  Customer Answer

  Date: 06/25/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** *****
  
   
  

• Initial Complaint

  Date:05/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  For my daughters birthday I took her and myself to Hi, Skin for facials. When I went to pay several shady things happened. I was charged for a service I did not agree to and definitely did not want. I was told the service cost an upcharge of $125 extra. There was a service I did agree to which was $65. However the other one I had no clue about. I told the receptionist that I did not agree to this service. I did tell her my gal talked fast, mumbled, and was super quiet. The place is somewhat loud as music is on and there are 6 customers and 6 estheticians in the same small room. The receptionist told me SHE DID NOT WANT TO PLAY HE SAID SHE SAID! and she would give me 20% off the upcharge. The next thing was the prices for the facials were more than quoted online. I did book the facials through social media and she said those prices are old. I felt really uncomfortable like I was being accused of being a liar. I had planned on spending a couple hundred dollars but was charged $450 and made to feel if I didnt I was some poor person who was out of place at the fancy facial place that unknowingly and deceptively upsells you like you're at the car dealership I was told she would look into it and reach out to me. Its been 2 weeks not and I have not heard back. Also on an unrelated note, and maybe why paying over $450 is so painful is the experience was terrible.My facialist was 7 minutes late! My daughters was right on time. Being 53 min facial that was supposed to be 60 min, I had been ripped off several times over. The facial was painful (which I guess they say is normal) My skin was actually cut from the dermaplaning. My daughters skin was burned and it burned her for several days after. Thing she upcharged me for was traumatic and painful. I feel like she rushed through the whole things as she was late and I didn't even get what was included in my current facial that I had signed up for, she immediately started selling me up on add-ons.