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Business Profile

Spa

Serenity Spa & Facials - Denver, Colorado

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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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Complaint status

Complaint type

  • Initial Complaint

    Date:05/11/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    May 17, 2025 I went to Serenity Spa for a facial. They presented me with a 12 appointment package and promised they could do appointments at 6pm in order to accommodate my schedule. I agreed and signed their contract. I happened to have a day that I could make it to an appointment at 5pm. I scheduled it for April 16, 2025. I was clear that I would not be able to come before 5pm and they assured me that was not a problem. I received an email a few days before and it said I had to be there by 4:45 if I wanted the full treatment. I was then told that they didnt do 6pm appointments as I was promised. I rescheduled for Sunday, May 4 at 1:30pm. I was called two hours before the appointment to tell me it was being canceled. I tried to reschedule, but they wont do the 6pm appointments I was promised and the only Sunday appointment they had I was not able to do because of another appointment. The next time I would be able to schedule will be in July. Then I go back to work and they will not follow through with the promised scheduling. They will not allow me to receive a refund since I signed the contract. Since they lied, the contract should be nil and void. They lie to get you to sign.

  • Initial Complaint

    Date:03/08/2025

    Type:Billing Issues
    Status:
    Unanswered
    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.
    This company charged me $4500 when I signed paperwork for the cost of treatment to be $3000. When I emailed them, they did not take accountability and will not cancel my order. Ive even tried disputing this cost with the credit car company and is under review, but according to other reviews online, they will not agree to the dispute.

  • Initial Complaint

    Date:02/02/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    Transaction date is 10/15/24 in the amount of $2920.00 Business conducted a skin consultation scanning the skin; I was sold their VIP-package, 12 treatments in accordance scan results. I was told my skin was in dire need of treatment, and hopeful with the services Serenity **************************** provided, since the plan would be based on medical tech and science from the scans. The sales process was high-pressure and I placed a lot of trust in them. Ultimately, I took out a credit line, as I was made to feel like I needed to invest in treating my skin asap. I now know this is a scare tactic and do not trust coming here.Concerns:- Dirty linen and imaging machinery ?60 min treatments being less than 45 min ?Surface level treatment, posing as advanced work?No real treatment plan, and lack of transparency ?Avoidance of providing any actual data, or rationale to treatments provided ?Unqualified staff giving medical advice ?A sales processing center Context:No treatment thus far has directly treated the concerns of original consultation. When I brought this up, esthetician told me when my skin is ready, we can go deeper. The next month, I asked when my skin is ready, and was told that besides chemical peels, they dont offer treatments that go deeper in the skin. This is misaligned with info I received previously. I asked to look at my scans; was told from my 4 treatments (intro + 3 into my package), there wouldnt be noticeable improvement yet until 9 treatments deep.I requested to cancel the rest of my treatments in the package, and was given a number for customer service. I called and was asked to submit a claim. I attached documentation of my under-time facial, dirty linens, and overall treatment concerns, and was given a ***** reply on their very clear no refund policy, not addressing anything else. I have been blocked since, and cannot get through to the main customer service line. I have since found reviews similar experiences to mine.

  • Initial Complaint

    Date:11/04/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Ive been scammed and lied to several times. I have proof from the estesthian that does my sessions also that im being lied to and scammed. They sold me a lie and when I go to do my sessions they use cheap products for chemical peels that non licensed people can buy online to use which is chemical peels. Ive tried working stuff out with the spa manager and im told one thing that they will order a specific chemical peel then im told because they never promised me they arent ordering it. I paid 3241.50 for services of the VIP package that included 12 sessions. I never got and they wont refund my money they wont work with me. The products they are using are cheap and damaging my face really bad. I have been lied to from the begging as i was sold a package for chemical peels and when i set up my appts they said i couldnt get the chemical peels. Then we finally came to an agreement that id get chemical peels Vi Peels and when i went for that chemical peel appt found out it was a cheap chemical peel from the tech that did my face and confirmed the brand and site which is med peel that is $54.00 and a chemical at a spa runs for $200 or more. Im being scammed and lied to and they wont return my money ive tried to work with them but they continue to lie and scam what they are performing on me. Ive been told by two managers that they will order the VI Peel and now because they didnt promise me that they are going back on their word again. I have tons of emails and screen shots between me and the tech and the managers.

    Customer Answer

    Date: 11/21/2024

    Hello *******  

    Please see attached and include this with complaint! 

    Per my doctor I’m unable to receive facials and chemical peels. I have 12 sessions  that I paid for that I cant use due to the medication I’ll be on and will cause health problems! The merchant is very unprofessional and unpleasant to deal with and because there was a no refund agreement she’s being really aggressive and not caring that I cant do these sessions due to my health and doctors note stating that! The merchant will not refund me my money back! 

    I’ve been trying to work with my bank synchrony bank care credit and each dispute they close in favor to merchant the first dispute was because the merchant stated I received all my services which was not TRUE. I’ve provided proof from the merchant that I still have all 12 sessions left that I paid for. 

    Next dispute stated because there’s a no refund agreement and they went in merchants favor
    Under the credit billing act I have the right and protected to dispute charges for services that I have not received! Which is all 12 sessions. 

    I was unaware of me having to get on this strong medication that has severe side affects at the time of purchasing this package. 

    The unprofessional lady I’ve been speaking with is Pamela Ficzeri email is [email protected]


    Please let me know if you have any other questions 


    Thank you
    ****** ******** 
    **********

Serenity Spa & Facials - Denver, Colorado is NOT a BBB Accredited Business.

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