Complaints

This profile includes complaints for Serenity Spa & Facials's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Serenity Spa & Facials has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Serenity Spa & Facials

  6723 S 180th St Omaha, NE 68135

• 

  Serenity Spa & Facials

  3537 N 162nd Ct Omaha, NE 68116

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:05/08/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 have had issues with Serenity since early-on - both billing and service issues; I was told they were going to notify me monthly prior to payment withdrawal, and that didn’t happen. Then, they ran the card multiple times, posing fraud alerts and stating that my card was declining, apparently a user issue where she was misunderstanding the messages. I talked to the bank and they confirmed the charges and asked the person on the other end to get on the phone with the bank with me - she refused. I asked and then later sent an email to ask for the manager to contact me. I heard nothing for several months and then I got an email from the CFO, stating she was sorry to hear about my husband’s death but needed validation of that. What???? I still just ask for the common courtesy of a phone call!

• Initial Complaint

  Date:04/17/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Re: Serenity Spa on **** * ***** St Omaha NE 68135
  I went there on 3/25/2025. They had a $69 facial special. After I received my facial, *** took me into a room and pressured me to buy a very expensive facial pkg. A 4 facial pkg costs $1,700.=$425 per facial. That was the cheapest pkg. I told her multiple times that as a senior citizen, i couldn't afford it. She dropped the price to 1,400 and continued to pressure me. I told her I wanted to talk to my husband and get back to her.....she kept talking over me. I finally gave in. I went home and immediately regretted it. I contacted them the very next day to cancel. They emailed me and asked me to complete a refund form and asked me if i used any of the products they gave me. I said no. They asked me to take a picture of it. I did. The next day, they sent me another email saying no. They said they don't give refunds. I asked them why did they have me complete the refund form and take pictures, they had no answer.
  They also said they would do a soft pull on my credit so i can do a payment plan. They pulled a hard pull and my credit score dropped!
  I pleaded with them to refund it. The manager of GM told me to "relax" and enjoy my facials.
  I will try to attach some of the emails.
  I have to make my first payment on this on April 20 on the Care Credit card. Help!
  Alesia Montgomery

• Initial Complaint

  Date:02/24/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Complaint Description: I am in a situation with a company that sold me a package but never disclosed that they were going to open a credit card in my name and also never disclosed that the package was non refundable. I have been back and forth with the company that has now charged me 1819.00 in fees even though I have received no services nor do I want them. I signed consent forms but the associate that I was talking with held the device the papers were on and she did not give me time to read them. When I asked what I was signing she said it was just for the package. I’m now in debt for a package I told the associate was too expensive. The associate was cruel and used insults such as saying “you look like you have no time to care for yourself, your skin is very bad.” Was the response I got after saying I had three children. The comments left me feeling emotional of course, and for 45 minutes this pressuring and insulting went on. Finally I agreed to the package with full intent to just cancel that day. I contacted the spa within 24 hours to cancel it and they refused to help me despite Nebraska having a three day goods and services refund policy as long as nothing has been used. To this day I have received no facials. The Spa says they have no obligation to fix the problem even though they admitted to creating this “unique situation” in their words. I have reached out to the credit card company as well. They showed me that the company requires that third parties use full disclosure when applying for the credit card the only thing the employee told was that the payments for the facial would be in installments to a third party NOT that the third party was a credit company. I believe this company purposely withheld information and purposely manipulated what I could see and what I was unable to see when signing documents. I was only under the impression that I was putting my information into the system and consenting to receive the facials themselves.

• Initial Complaint

  Date:01/30/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Jan 26 1:45 PM ***** informed ***** about the Serenity Spa Executive package. It is a $2247 Spa package. He explained this package would be broken up into monthly payments of $125.
  ***** said she was not ready to purchase anything. ***** said ***** would not need to pay for anything, and what she was signing was only to apply for a care credit. ***** did not explain what the care credit was, and ***** was under the impression that the care credit was a way to apply for an account at the spa to be able to log in and make payments. She did not know it was a loan or way to apply for credit. ***** pressured ***** to quickly go through the signup process without reading it while distracting her with comments about her appearance. ***** filled this form out on her phone after scanning a qr code.
  Jan 26 - 1:59 PM - Care Credit Approval Received
  After the care credit was approved, ***** presented ***** with an ipad and told her they needed a record of her care credit account. He did not give her a chance to read the terms and conditions of the contract. He rushed her to sign and submit it without being given a chance to read it.
  Jan 26 - 2:07 Care Credit Receipt Received
  Jan 26 - 2:12 Spa Package Terms Received
  After submitting the contract, ***** handed ***** a bag of skin care products. ***** was confused by being given these skin care products as ***** explicitly told ***** that she would not be paying for anything today, and he had not informed her that she had purchased anything. ***** was uncomfortable being around ***** at this point, and wanted to leave, so she didn't question why she received the skin care products.
  Jan 26 - 3:29 PM
  ***** saw the receipt sent to her email and called serenity spa. She informed them she had not been aware that she had purchased anything and the spa informed her she would need to go through the refund process.
  Jan 26 5:00 PM
  ***** attempted to return the products in person to the spa and was refused.

• Initial Complaint

  Date:01/30/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Hello Business Bureau Team,
  
  Good day! I'm seeking your help to get a refund/partial from "Serenity Spa and Facials Omaha." Date of transaction: ******** ** **** ******************** * ***************** Amount: $3210 Service: Facial service and face products (cleanser, day/night cream,eye cream,& scrub) Nature of dispute: Damaged my face due to face products resulting to dissatisfaction. I sent an email to their ***** ********* ******* ****** ******* regarding to the skin irritation caused by their products but she told me that they can't give me a refund and will just replace the product they gave me. I already told her that their spa already gave me different product but it's still giving me a bad skin irritation around my mouth and nose. She told me that I signed their paper which says "no refund" but I told her that their salesman/frontdesk didn't tell me about this policy and I didn't even receive any paper receipt. I had to go thru Carecredit website to get a receipt. I told her that this is unacceptable when they already damaged my face and had to deal with this problem at work. I had to wear face mask all the time just to hide the redness, peeling, and flakiness of my skin. This is a clear deception. I went there just for a promotional facial $69 and end up selling me their VIP package of $3000 thru Carecredit. It was a hard sell and I remember what I signed was a receipt (that I didn't get after) but I'm not aware of their policy of "no refund" like the Chief operations officer was saying. I've never encountered any business establishment that says "no refund" especially when their products are damaging to one's health.
  
  I hope that your organization can help me with this matter.
  
  Respectfully yours,
  
  ***** ****** ***** *******