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:03/26/2024

  Type:Product 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.

  I went to Gem Beauty for laser treatments to remove age spots. At the consult, the owner successfully upsold me on another treatment, micropixel which works on wrinkles and age spots. It was a special for a series of 3 treatments $1650 with a no refund policy and document stating the same, which I signed. After the 1st treatment I had a new spot on my face next to an existing age spot, I also had a bit of buyers remorse but that is not the prevailing issue. I called Gem Beauty, spoke with the owner Lacey and explained everything. You will see in my letter what her response was. I did go back again, to begin using the balance of money I had to use up, for a completely different service and was also unhappy. The owners responses have been rude and very unprofessional. Not once has she asked if the new spot is still there or responded to my being disgruntled with the 2nd appointment. When I followed up with texts to get an answer from the owner, Lacey, she basically reiterated what she had previously said, plus. I never threatened her nor did I ever say I need the money for a trip . Bottom line is I will not go back to that salon, she is clearly angry and her correspondence ( maybe your having a bad day, I spent alot of time with you on the consult etc) once again is unprofessional in my opinion for any business. As noted in my text message (enclosed) I'm looking for $750 refund. That means I paid full price for the 1 micropixel treatment and paid in full for the other service (dermaplane, mini facial) Thank you

  Business Response

  Date: 04/01/2024

  Hi ******
  When you came to see me for a consultation, we discussed your skin concerns  (pigmentation mainly was your concern) as also your lifestyle as we have a multiple services that can address that. Seeing that you said you stay in the sun a lot and have an upcoming trip to *******, I explained that the pixel 8 was the best service for you based off of that. The alternative laser treatment is not suitable at all for someone who goes in the sun or has any sunny trip planned because it can make your skin photosensitive and burn easily- which is counterproductive for your skin goals. I did express to you that regardless you would need to wear sunscreen. I know that service cost was also something you discussed with me and so I offered you a fantastic deal for the series of 3 that is recommended for best results. Any service like this is meant in a series of 3 to ensure you're getting the best results as one is typically not enough nor is it cost effective as a single session. I never threw the consult in your face as you stated I explained each service in depth so that the best decision could be made and agreed upon- I made sure to be thorough, honest, and fair to you. I did not upsell you on anything you came to me for my professional opinion and I gave you that plus a large discount. It is common practice for medspas to sell certain services as a discounted series to ensure results and it must be paid in full to secure that special pricing.  I told you the same, you agreed and signed the paperwork agreeing to package pricing and the policy. I did not force you to spend your money and you seemed excited to start your treatments. 
  On the day I received your phone call 1.5 weeks after treatment #1, you said that your spots do seem lighter but there was a small new slightly pink spot that you were concerned about. I asked you to send me photos so I could see (which you didnt send)because often temporary pinkness is very common especially if there was a scab there from treatment ( all noted on aftercare forms) You then told me you were mad at myself for spending money that you could have used for ******* and were feeling buyers remorse. To this I responded that I was sorry but we dont offer refunds (for any service or package used or unused per the policy stated on my website and agreed to and signed ) but if you didnt wish to continue with Pixel 8 right now, we could hold off for now or could use your remaining credit towards any other services that you had expressed interest in. This is a reasonable and professional response, in which you reacted by raising your voice at me, telling me its poor business practice to keep your money and buy services up front and that I was running my business wrong. I reiterated that you paid up front for a discounted package which is a series so that you get best results and this is in fact good business practice because I care about your results/outcome  (and was willing to be paid less for that as well) and that I am not keeping your money but you will have a credit on file. You kept talking over me, not letting me speak so I finally told you that we should continue this conversation another day because maybe it wasnt a good day for you and I would rather be spoken to respectfully.  You later agreed to book a facial to use some creditspecifically asking for a mini facial with dermaplaning. We don't have that on the menu as a mini facial so I created one just for you a 30 minute dermaplaning facial. You complained about the facial after because she didn't do extractions. There simply isn't enough time to do all that in a mini facial and I told you that a mini facial is just that a shortened version but it doesnt have everything a full 60 minute facial has.
  Your reason for wanting your money back was simple buyers remorse and nothing to do with our services as you already have had amazing results which I will attach a picture.
  Its disappointing that you intentionally created contention between us in the way you acted and threatened my business multiple times over the phone, via text and letter. You did this intentionally to pressure me into going back on my policy when we havent done anything to warrant that. 
  The policy is clear and you agreed to it willingly. I also sent your credit as promised in the form of a gift certificate that we will honor for you or someone else. This arrived to your residence on 3/30/24. 

  Customer Answer

  Date: 04/02/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 04/03/2024

  Hi ******-
  I am sorry that you do not agree to our policies that are both listed on our website and signed by you on 1/25/24. I can attach a copy of the signed document here. I have offered you credit for any other service which is both reasonable and fair. I have sent you your credit in the form of a gift certificate and you did receive it already at your residence on 3/30/24. You may use this at any date or can be used by someone else. 

  Customer Answer

  Date: 04/07/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******