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:02/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On December 9th, 2022, I made an appointment for a consultation with Bella Derm, located at **** ****** *** *** ***** ** ************ ** ****** ***** * ************. ******** is the person who saw me for this consultation, she lay me down on the chair and I explained what I wanted to have done, I let her know what procedure I had done years before, tattooing of my eyebrows and how other salon had recommended for me to remove my tattooing before microblading, she didn't say anything to this, she proceeded to outline my eyebrows and explained to me the different types and combination eyebrows, she recommended ombre for my eyebrows, at which I agreed, she reviewed the information about the procedure with me, as to what not to use on my eyebrows, face the day of the procedure, she collected $107.75 at this time, she scheduled the appointment for December 20th. I left Bella Derm salon, On December 20th, I went in for my procedure, it was somewhat uncomfortable, it felt as if she was scraping on my skin, I was there for approximately an hour, I paid a total of $479.06 at this visit.
  I looked at myself in the car mirror, took a picture of my eyebrows and sent it to my daughter at which she confirmed they looked exactly the same, I way, I felt deflated, I thought, I need to give it a chance, a few days. Days came and went, and my eyebrows remained the same, perhaps more faded at times due to the fact I could not wear any of my eyebrow pencil to darken them.
  On January 13, I sent ******** a text message, please see attached, as you can see, she didn't say much. I went back to re-read the information she had provided with the Post Procedure Care; you will also find it attached.
  I went to my follow-up appointment with the intention of letting ******** know that I was totally dissatisfied with her work, she had not provided the service I had requested of her, I wanted thicker, fuller, darker eyebrows, what she did, was, she only outlined what was already there, what someone did with the tattooing, she did use the needle, because there was some healing that took place, I was swollen and sore for a days after December 9th. ********'s response was, "microblading is not for everyone", I said, I would like to get a refund, she stated, "oh, this is a non-refundable procedure", I said, "you mean to tell me that I paid over five hundred dollars for you not to make any changes to my eyebrows and for me not to get any money back?" She said, "you don't have to pay for today's visit", what do you mean, I responded? she said, "it was going to be $75.00 for the follow-up touch ups for today's visit". I said, "you false advertised, you did not provide the service you said you could and would provide, you didn't give me the ombre eyebrows and you never said it was a non-refundable procedure, at that, I left. Very upset, I couldn't believe that a business would do this.
  It was approximately 15 min. after I left the Bella Derm salon, I received a call from the owner, I returned the call. He stated he was the owner of Bella Derm and had overheard the conversation
  between ******** and I and wanted to know if there was anything he could do, I let him know that ******** had not done what she needed to have done with my eyebrows, that they looked worse, he stated that she had 100% satisfaction with her clients, I stated not with me, I asked specifically for thicker, fuller eyebrows and she was not honest when she stated she could do them; at this, he got somewhat indignant and stated that she is a very honest person and her clients are always satisfied, his business has excellent reviews, I responded, tht that was the reason I had selected Bella Derm, primarily because of the reviews; he asked if I was willing to go back if he talked to ******** and she was willing to correct the problem, because he said, as a chemist maybe it was my skin type that wouldn't take the dye. He never got back with me.
  The main and primary purpose for the consultation is to discuss those kinds of things with the client, if I was not a good candidate for this procedure, I needed to know at the consultation appointment on Dec. 9th
  My conclusion is that ******** knowing this was a non-refundable procedure, and it was right around the holidays; she completed the procedure and didn't care if I was a candidate for it or not and as a result, my eyebrows did not turn out correctly, therefore when I went back, I was very clear how unhappy I was about the procedure and I wanted my money back, she was very non-chelate about it, and didn't seem
  to bother her one bit that I was not satisfied with her work.
  Dec. 9th $107.75
  Dec. 20th $479.06
  Total:
  $586.81
  Bank Statements Can be provided.
  Respectfully, ******* *****

  Business Response

  Date: 02/20/2023

  On December 9th. I saw ******* ****** for her consultation for permanent makeup I reviewed the consent form, the pricing, and healing process, in which she agreed to everything as well as signed the consent form. From that point I recommend a few styles of eyebrows that I do. She had talked to me about what she was looking for in which I recommended “combination eyebrows” not “ombré”. She even confirmed the appointment that was scheduled which said the name of the service, “combination eyebrows” Combination eyebrows include microblading (which is fine single hair strokes using a small hand tool to replicate the look of hair) which would explain the “scraping” she said she felt as well as shading with a disposable needle cartridge in a tattoo pen. I mentioned we can start there and if you’d like to change them later on as in making them thicker, bolder, or go darker we can do that at the touch up. She came in for a touch up and refused service. She said she was dissatisfied and didn’t want her touch up. As a service provider I cannot force a service on someone they are not consenting to. Touch-ups are usually required in the permanent makeup industry because of the fact that everyone heals differently and/or might have some spots that don’t take pigment. Which is why we use the touch up as an opportunity to fine tune everything and make sure the client is satisfied and the eyebrows will last. Since she mentioned verbally to me in person when she came in that she doesn’t want the service we never had the chance to touch up those spots that didn’t take or make them “darker and fuller”. This is all the information I verbally told her during the consultation and is written in the consent form in which she signed and is also given in the after care packet I gave to her after her initial procedure. The after care packet also includes an in depth day by day of the healing process so the client knows what to expect. I never misled her on the contrary i did my best to communicate with her as in depth as possible. I never gave her the wrong information. Instead she was the one who verbally refused her touch up. 
  
  Thank you, ******** 

  Customer Answer

  Date: 02/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau®:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Regards,
  
  
  
  ******* *****

  i appreciate ******** response which it is correct, I am the one who refuse the follow-up primary because my lack of trust that she is able to give me the big and thick eyebrows as discussed, when a client does not get reassurance from the provider, it is hard to trust. Please advise how you suggest for us to correct the problem. I can seek services eles where where they can guarantee it, IF I get reimbursed, if not i, is ******** able to correct or finish the job?
  Kindly-

  ******* *****