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:05/21/2025

  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.

  Eyebrow Tattooing done by ****** 4/8/25. It's hard to believe she is the owner & has 20yrs of experience. THEY ARE SO BAD & off in so many areas it's embarrassing & extremely upsetting. People notice all the time. As did I when I was in her office & said something numerous times but she kept gaslighting me saying no, no they are correct-they are mapped. She didn't follow her mapping!How could she not see her mistakes? I'm sure she did but didn't want to take responsibility. More gaslighting comes afterwards turning it all around on me to make it my fault. Not possible! I can't even look in the mirror at them. It wouldn't be such a big deal but it's my face! MANY mistakes made. I could have got better brows done in a prison! I do have pictures & the texts to prove my review. Horrible unprofessional communication, extremely rude, defensive & snarky. The whole experience was a sh*t show! She will not give me my whole $720 back & was even rude to the lady at the new place where SHE initially told me to go & bought two Groupon (cheap/wrong) laser treatments for me & then refunded herself the money!I found out when I was already at the new place for the first laser. Her effort of telling me to put vodka on the biggest mistake & wear it around on a cotton ball taped to my face for a week & then giving me glycolic acid pads did NO good. Pure torture! I've since went to the different place to get laser work done twice ($180 each time) as well as pay for new tattoo work ($500). So on top of the $720 | paid her l'm now $860 in to fix her mistakes. It took ten days after I was told my credit card would be refunded to get $350 back. She refuses to give me the other half until brows are fully removed. That's not possible! It's very painful, I do not have the money for that & it would take a very long time to do it. Technically she should pay for the laser treatments to remove her mistakes. Also, I signed nothing nor was I told anything!

  Business Response

  Date: 07/01/2025

   

  Dear Better Business Bureau,
  First and foremost, we sincerely apologize for the delay in our response. We received this complaint via email today, July 1, 2025, and wanted to take the necessary time to gather all related forms, communications, and documentation to provide a complete and transparent account. We appreciate your patience and the opportunity to respond in good faith.
  At Wellness Wing Med Spa, we are committed to providing high-quality services with honesty, professionalism, and compassion. We take every client concern seriously and strive to resolve issues in a way that is fair and respectful to all parties involved.
  
  Background of Service & Initial Consultation
  Ms. ***** ****** received a cosmetic eyebrow tattooing service on April 8, 2025, performed by *******, a technician with over 20 years of experience in the beauty and aesthetics industry. Its important to clarify that ******* is not the owner of Wellness Wing Med Spa, nor is she an employeeshe was an independent contractor who operated within our facility at the time.
  Before her appointment, Ms. ****** underwent a verbal consultation to discuss her goals, the treatment plan, and expectations. As is required with all services of this nature, she signed a medical history form, waiver, and consent agreement at her initial visit. During the mapping process, she participated actively in shaping decisions, and verbally approved the final outline prior to any tattooing. She was also informed that the brows would appear darker and more pronounced immediately after the procedure, and that full healing would take six weeksat which time a complimentary touch-up appointment would be offered.
  Upon completion of the service, Ms. ****** expressed satisfaction and left a generous gratuity. Her dissatisfaction appeared to arise days later, following comments from a personal acquaintance.
  
  Efforts to Resolve the Concern
  Despite the service having been completed with her input and consent, we responded swiftly and extensively to Ms. ******* complaints:
  -******* made a rare personal house call to Ms. ******* residence in ******, ** to assess her concerns in person.
  -We offered multiple at-home solutions and professional-grade products to help with fading and correction.
  -We purchased a laser removal package via ******* at a local clinic (at no cost to her).
  -When the initial clinic confirmed they did not perform the required service, we worked to get a refund and assist her in finding a qualified provider.
  -We refunded the full gratuity she had voluntarily left.
  -We issued a partial refund of $350 with a mutual understanding that the remaining balance would be refunded once laser removal was completed.
  To date, Ms. ****** has been reimbursed at least 50% of her original service cost, in addition to receiving product support, personal outreach, and refunded gratuityall of which extended beyond our standard policies.
  
  Client Behavior and Communication Challenges
  While we made every effort to approach this situation with compassion and professionalism, the tone of communication from Ms. ****** quickly escalated. We have documented multiple instances of verbal abuse via text and emailtoward both ****** and other members of our staff.
  Additionally, inappropriate and racially insensitive remarks were made during her appointment, including a comment that she didnt want to look like a Mexican with painted-on eyebrows. This remark made several members of our team who overheard it visibly uncomfortable. Despite this, the provider chose to stay silent, maintained professionalism, and treated Ms. ****** with dignity and respect throughout the servicegoing above and beyond to meet her needs.
  Following the appointment, Ms. ****** began leaving aggressive online reviews and encouraged friendsnone of whom were clients, had ever visited our location, received services, or even reside in the stateto post inflammatory and defamatory comments. This harassment campaign began after we emailed Ms. ****** with an invitation to resolve the matter by phone, and clearly stated that if the harassment toward our staff continued, we would be forced to consider filing a harassment suit. Unfortunately, instead of de-escalating, the situation intensified. The resulting cyberbullying forced us to temporarily shut down our business ******** page due to the volume and intensity of these attacks.
  Despite all of this, we extended multiple invitations to Ms. ****** for a respectful, solutions-focused phone conversation to move forwardwhich she declined.
  
  Current Status
  While we typically enforce a no-refund policy for all services offered, we made multiple exceptions in this case in a sincere effort to make things right. We strongly reject the claim that we were unprofessional, gaslighting, or unwilling to take accountability. We have taken every reasonableand even extraordinarystep to address Ms. ******* concerns with care and fairness.
  It is also important to note that as of May 30th, 2025, ******* is no longer affiliated with Wellness Wing Med Spa. Her contract as an independent provider has been formally terminated.
  
  Closing
  We remain open to communicating with Ms. ****** further, provided the conversation remains respectful and solution-oriented. Our business is built on integrity, client care, and trustand we value every opportunity to do right by our community.
  Thank you again for the opportunity to respond.
  
  
  Sincerely,
  Karsen Hennessy 
  Manager
  Wellness Wing Med Spa

  My direct email is *******************************************