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Business Profile

Medical Spa

Skin Body Soul

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Spa.

Complaints

Customer Complaints Summary

  • 11 total complaints in the last 3 years.
  • 1 complaint 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:06/10/2024

    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.
    In September of 2021, I paid $1,033 dollars for a laser hair removal package from skin body soul in *************. I had 2 appointments done and they told me their machine broke down and they had to train new staff (later I found out they mis-trained staff burned people). They delayed my hair removal sessions for over 6 months. I had asked for a reimbursement and I have a voicemail from the manager telling me they honor their promise, and extend my package. I got a couple more sessions in and then they cancelled other sessions due to short staffing. I became pregnant March 2023, they told me they would still honor my package. Then the store shut down couple months later in 2023 with no notice. I contacted the des moines location multiple times and I have a ******** message aug 2023 stating that someone was going to reimburse my money, and no one has. I have tried to contact since and they wont respond.

  • Initial Complaint

    Date:12/04/2023

    Type:Product Issues
    Status:
    Unpursuable
    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 purchased a monthly package deal with Skin Body Soul in ********** ****. The price was $257 per month for one year and I was to receive 2 services each month. The business had a hard time retaining employees and therefore could not accommodate my schedule so the number of services I was owed piled up over the course of the year. I was able to get some of the services completed last year and the business suddenly closed. I have 5 left. I have made many, many attempts to resolve this directly with the business (phone calls, emails) and have been told that they will only send me products (that I don't need) or I can go to their place in ********** which is 2 hours away and not feasible for me. I asked for a refund and I have not received neither a refund nor communication about the status of my request. I want to be refunded for the 5 remaining services.

  • Initial Complaint

    Date:11/02/2023

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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 purchased a year long membership entitling me to one treatment per month last November. In May, they closed their location in ********** and I was told I would get a refund but it has been months. I have called and emailed and have gotten nowhere.

  • Initial Complaint

    Date:10/16/2023

    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.
    The Skin Body and Soul closed their location in **********, ** in May 2023. The store promised me they will refund my prepaid services. They stopped answering their phone and do not return myessages. I still have $199 of prepaid services and requested a refund. The last conversation was they will refund me or I can drive 2 hours for the services. I told them I am not willing to drive 2 hours away to get those services and requested the refund. They said a check will be mailed within two weeks *** then they stopped answering calls/returning messages.

  • Initial Complaint

    Date:09/27/2023

    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.
    I purchased a $500 credit at the **********, ** location. The business closed effective immediately. I have tried to contact the company several times and have left messages and no one has called me back or initiated any type of return process.

  • Initial Complaint

    Date:08/28/2023

    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.
    I paid $999 in March of 2021 to have laser hair removal done on my legs and Brazilian area. I was promised that at the end of tube treatment that I would have no more hair growth. Through out the process my appointments have been cancelled several times by Skin Body Soul do to there not being a machine to do the treatments or there not being anyone trained to do the treatments. I expressed concern about not getting the results I was promised because of all the cancellations and delays in my treatments. I was promised when I expressed concern that they would continue to do my treatment until I got the results that were promised even if it was over the allotted treatments that was written in the description due to them have to cancel and reschedule my appointments due to lack of staff or equipment. I was scheduled to have an appointment on July 18, 2023 at 2:00 and I hadnt received a reminder call or text so I called on Monday, July 17 to make sure I still had an appointment the next day. When I called, no one another phone so I go online and thats when I found out that the **********, ** location had closed. I then called up to the Wedt ********** location to see what was going on and they confirmed that they had closed and sent me to the voicemail of ************************* because she was the person dealing with customers from the ********** location. I left a detailed voicemail, she never called me back, I called *************** and Ankey locations several times to resolve the issue and no one could ever help me. I also go an email address from one of the employees to send an email to. I have sent 3 emails and no one has responded to me. This is terrible business and customer service. I would like at least a partial refund. I am now unable to get receipts or anything to show you because this location has closed and the other locations wont communicate with me.

  • Initial Complaint

    Date:08/09/2023

    Type:Sales and Advertising 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.
    I had a membership and was receiving services out of the Skin Body Soul, ********** location and have 2 months worth of services owed to me, totaling $318. Because I had moved out of state around January of this year (work opportunity I couldn't pass up), Skin Body Soul suggested I contact them when I was back in **** and that they would fulfill the remaining two months of outstanding services (that have already been debited out of my account) while I was there. I was planning on going back to **** during the summer for personal matters and would take care of the appointments at that time. Last month in July, while trying to organize for this **** trip, I attempted to get the remaining appointments scheduled, only to learn that the *** ********** location had permanently closed. No one contacted me personally about it, prior to the closure, and I had to learn about it from the Internet and their ******** page. It was mentioned that all services from ********** had been transferred to a location 2 hours away, which will absolutely not work for me and I needed to speak to someone about a refund, instead. I have made multiple attempts to reach out to the merchant, via phone calls, social media direct messages, and emails, and am not getting anything returned. I was finally was able to connect with a receptionist a week ago, who provided me with an email address to their corporate office and said it was them handling refunds, but 2 emails to the corporate office later and I still have not heard anything. This is beyond frustrating!!! I am not asking for anything that isn't rightfully mine. The $318 has already been debited from my account, for services promised and not rendered, but much more than that, being left in the dark with basically zero communication on how to move this refund forward is bothersome, especially for a business I have spent a lot of my hard-earned dollars over the years. I WOULD LIKE MY MONEY BACK FROM THIS!!!! Please make this right.

  • Initial Complaint

    Date:07/12/2023

    Type:Sales and Advertising 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.
    On 5/26/2023 I received an email from Skin Body Soul Medspa (SBS) that the ********** location was closing effective immediately. I had a membership with several service credits left and their suggestion was to schedule at another location almost 2 hours away. I reached out to the email they provided to request a refund for the remaining credits already purchased and received a reply that someone would be in touch within a week. On 6/15/2023 I had not been contacted regarding a resolution and reached out again via email. I received a reply apologizing for the delay and stating that the corporate office was working through patient accounts. On 6/26/2023, I still had had not been contacted about resolving the issue and reached out once again through email, this time not receiving any response. On 7/6/2023 I called **********, a number given in the original email from SBS, for assistance and left a message on voicemail regarding a refund and have yet to receive a reply.

    Business Response

    Date: 07/12/2023

    Yes we did have a location close and our corporate office is handling patient accounts. We are responding to patients and letting them know that, but resolution is out of our hands at this lowere level at this moment. We just tell our patients that we thank them for their patience and offer them to come to another location and have a free service as well.

  • Initial Complaint

    Date:07/10/2023

    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.
    I became a customer at ********************** (the ********** location) after purchasing laser hair removal packages for multiple body sites (cost $1,798). Over the time I was receiving treatments, there were numerous instances of staffing issues (it seemed the workers were constantly quitting) and broken/malfunctioning equipment that led to my appointments being cancelled or rescheduled frequently. On two occasions I was told they would credit me with two complimentary services due to the inconveniences (which I had not yet used these services). When I arrived for my most recent appointment on 6/17/23, I was surprised to find the business locked and empty. I had not received any notification that my appointment was going to be cancelled or that the business had closed. I called another location of the business, as well as reached out via the patient experience email address, and both times was told my case would be passed to the corporate office. I have not heard back from the corporate office despite asking for an update multiple times. I was told I could complete my treatments at the ********** or Ankeny locations, however this is not feasible due to distance to those locations. I was told there was a mass text/email sent to customers regarding the closing of this location, however the most recent communication I had from SBS was a reminder of my upcoming appointment. I asked for a copy of this mass text/email to be sent to me, however it has not been. My treatments are not complete and I am requesting a refund.

  • Initial Complaint

    Date:05/31/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    On Friday, May 23, 2023 I received a text message from Skin Body Soul informing me the ********** location was closing effective immediately and that all scheduled services will need to be rescheduled at either the *************** or ****** location, both of which are over an hour and a half away. I have had a paid monthly membership at SBS (**********) for over 2 years and have accrued several service credits that I will now be unable to utilize. I have been trying to reach SBS and its parent company ***************** to cancel my membership and for a refund of the credits with no response.

    Business Response

    Date: 06/10/2023

    This patient account has been resolved and the client has been refunded

Skin Body Soul is NOT a BBB Accredited Business.

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