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:06/28/2024

  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.

  I went for a facial on 5/10/24, and I purchased this service through *******. On the day of my appointment I got a call at about 9:00am asking if I could move my appointment to a later time, and I said I could not.I was take to a room where the tech covers the services I purchased with my *******.I was told that I purchased a certain service, when I believe that I purchased another type of service so the tech said yes we can go with what you would like.Then you are told that you can purchase additional services if you would like, which I did not.You are then taken to a room where a recording is being played that your are about to get a facial, which is totally ridiculous this recording is used to spend less time on the facial.During the facial the tech placed a product on my face which I felt seeped into my eye, so I moved my eye a little so that more of the product would not get into my eye. I mentioned this to the tech, and she gave a dry cotton pad to wipe my eye with, which of course was no help at all.After the facial I asked if they had a damp cloth that I could use to clean my eye out with she stated you are more than welcome to go into the restroom and wash your eye out if you would like.After all of this the tech said I need your credit card so that I can charge you for tax so I handed her my credit card and I left no tip. The tech then mumbled something like "Have a Nice Day". The tech's last name was ***** I did not get a first name.This is has been the worst facial I have ever received in my life I would also like my experience be forwarded to the licensing department in Santa Fe.I am not sure that this tech is licensed at all for this type of work due to the lack of concern regarding the issue I was having with my eye. I would at least like to have ALL of my money refunded for this horrifying experience. My eye remained red and swollen for the entire weekend and at one point I thought that I would have to possibly go to urgent care.

  Business Response

  Date: 07/30/2024

  She threatened my business and i will be filing a restraining order on her. 

  Customer Answer

  Date: 07/30/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  This in untrue. There was also another person at the shop who I personally know so I have a witness. I will also be Fiiling a restraining order, and contacting the state licensing bureau regarding this situation.

  
  
  Regards,
  
  
  
  ******* *****
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 08/14/2024

  
  To whom it may concern,
  
                          My name is ****** ******, Owner/manager at Le Reve skincare. The issue with Shirly Duran was brought  to my attention long before her coming in for her treatment. It started when she called to schedule. She made it clear when scheduling she wanted extractions, however our receptionist let her know the deal voucher she purchased with ******* was called the "Zodiac facial experience”. This is a specialty service. It is more like an immersive treatment with sound effects and special lighting for an astrological zodiac experience. The first 5 minutes is a recording for a zen and meditation experience.  This treatment does not include extractions. Please view treatment information here: ******************************************************
  
  
  We explained she could call ******* for a refund however she still wanted to come in for her service. 

  
  On May 9/2024
  Ms. Duran came in for her service. She made it clear to my tech Brianna ***** that she was mad she was not getting extractions. She was very disgruntled, and had a very intimidating demeanor about her. See attached notes and picture time stamped before her service. Being new at the time and not knowing how to go about this situation, Brianna reported her issue to me. I then went to the consult area and pleasantly let Ms. Duran know we would be more than happy to trade her treatment out of the "Acne facial" that indeed includes extractions or she could add them on to her booked Zodiac treatment for only $12.  She rudely declined and said "just give me what I paid for".  Just to recap, I offered to exchange her treatment for what she wanted but she didn't want it.  This is when I knew she was going to be an issue and it raised red flags for what are known as "******* Abusers".   My tech Brianna ***** made it clear she felt very uncomfortable providing her service because she was very extremely rude and unhinged. At this point I should have denied her service but due to her disgruntled behavior I didn't want to upset her anymore. I told my technician to just provide her service and get her in and out of our establishment. 
  I was not in the treatment room so I can not comment as to how the facial went but when she left she made us feel quite nervous and uneasy. I immediately called ******* to report her actions that very same day. ******* can confirm this report. My business has been using ******* for over 12 years. We are considered one of *******s top rated merchants. You can view our verified reviews here: https://www.*******.com/biz/albuquerque/le-reve-skin-care#reviews
  
  
  There you can also see the review she left for us. I responded to this review and this is then when she decided to file a report with the BBB. She mentions nothing in her ******* review about getting anything in her eye. This is the first I have been made aware of. Being sent to the bathroom to rinse would have been the appropriate protocol. There we have wipes, cleanser, cotton pads and an eye wash station readily available. See attached pic. The Zodiac facial uses natural ingredients. There is nothing in this treatment that would cause an emergency room visit if exposed to the eye however if this was the case she should have made us aware immediately based on the arbitration agreement and consultation paperwork she agreed to. See attached. Again this is the first time of me the owner hearing about this issue. 

  
  The bottom line:
  1. Ms. Duran failed to read what she paid for and expected something free due to her neglect. 

  
  2. Ms. Duran had the opportunity to get a refund from ******* before redeeming her voucher when she was made aware during scheduling her service did not include extractions and she chose to come in for her Zodiac Facial purchased on *******.  

  
  3. We offered her a trade or upgrade to try to satisfy Mr. Duran and she declined.

  
  4. We didn't charge Ms. Duran for her service so we can not give her a refund. She purchased a voucher from ******* therefore she would need to contact ******* for her refund or dispute with her banking institution. 

  
  5. Ms. Duran is falsifying a report by stating Brianna ***** is unlicensed. This type of behavior is fraudulent and unethical and can result in serious legal consequences. 
  
  
  
  In my 14 years of business I have never felt so uneasy about a client. If you are unhappy with your service, you do not tip your provider. Ms. Duran is blatantly lying about Brianna ***** being unlicensed to and want reported to the governing  board for no reason other than to cause business turmoil is an extreme cause for concern.   Brianna ***** along with all the rest of the providers at Le Reve Skincare are licensed. You can view all our credentials at the New Mexico board of barbers and cosmetology website.  Due to the severity of this issue, we will be seeking the proper legal actions against Mr. Duran. It is very concerning that there are reporting agencies to report bad customer experience however there are no agencies to protect small businesses from the many consumers who try to scam and harass them like Ms. Duran. This report is being turned over to our legal term for further review.