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Business Profile

Spa

The Spa At Marshall

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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 type

  • Initial Complaint

    Date:01/11/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 went to a big sale they had around Halloween and I purchased Botox lip, filler cheek, injections, all kinds of different beauty services and then I got an email saying they kicked me out of the practice because I did not return the phone call and then I hung up on someone when my phone disconnected. I don’t know how they can kick you out of the park, they refunded only a part and kept the rest

    Business Response

    Date: 01/13/2023

    Proof of refund is attached from our Halloween event that she states she only received a partial refund for we refunded a total of $1510.00 was items that she was not able to use due to being discharged from our practice. ************ had several complaints and no shows and concerns regarding our practice, during this time we made several attempts to try to communicate these concerns with her which resulted in abrupt hang ups more than once. After an exhaustive attempt to rectify a situation related to her care, we made the decision to discharge her form the practice. A decision such as this does not come easily, we certainly understand that healthcare can be frustrating from time to time. Despite best efforts, occasionally we fall short of meeting our own lofty expectations. We have discussed her concerns with all staff members in an attempt to correct any errors or omissions that have resulted in her frustration. We had directed them to offer apologies and corrective actions. Despite best efforts, we were unable to resolve this matter to her satisfaction. Our Director of Clinical Operations had made serval attempts to reach out to *** ********* to initiate a conversation that followed by multiple email correspondence to resolve this issue. Several other staff members report similar phone experiences. We have a very professional service team and are certain that their interaction with her was intended to provide a corrective cure to her concerns. Matters pertaining to aesthetics require mutual respect and trust. It seemed that both had been lost and that this was the best decision for both parties. *** ********* has made several threats retaining to our business and our staff and after a disruption at one of our locations following on 1/11/23, where we had to get police involved for the safety of us and our patients in our office that we now have a trespassing order for her pertaining at all of our locations. 

The Spa At Marshall is NOT a BBB Accredited Business.

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