Complaints

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• Initial Complaint

  Date:04/19/2023

  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.

  On Mar 13th,I went to Nima Spa to get a laser treatment,called E-Matrix. A Chinese technician helped me with the whole process. However,she is a brand new green hand with this treatment and related machine. The laser treatment is very painful. The technician was ******* time and skipped the numbing process for me. I requested few times of numbing before the treatment. But the technician lied to me that numbing is harmful to the skin and nerves,which is not true. Since the laser treatment is too painful to bare without numbing,I have to ask to lower the power of the machine to the lowest level. Eventually,I suffered tons of pain and gained no good result. Another aweful and immoral part was the technician practiced on my cheek without my permission. I stopped her saying please concentrate on the needed area. She cannot get the machine work well on my central face due to laskness of experience,so she practiced the machine on my cheek. She does not respect me as an alive humanbeing,just treat me as a practice material. I feel so bad of trusting she was trained well with over 10 years experience.Besides,she never changed her gloves during my treatment. She put on that pair of gloves and touch the closet and album and machine then move on to my face. That totally against the basic requirement of that the health department.I shared all these bad experiences in a local group chat. The technician started threatening me that she would *** me for slander.Later,I contacted the shop and got promised they would give penalty to this technician and get me free consultation and one free treatment as compensation. I was satisfied at that point.But just few days later,that technician announced in our local group chat saying she is still working in the shop with no penalty and I got put in their shop's blacklist. I got ****** again. This shop do not respect and care for their clients and do not train their stuff in a professional way,which may cause countless similar cases.

  Business Response

  Date: 04/26/2023

  To whom it may concern,
  
  
  Nan **** was a client for our Student Spa on March 13th. Her appointment time was 11:45am and she arrived and checked in at 11:46am. Upon booking appointments for this service, we advise our clients to arrive 15 minutes before treatment time to numb IF numbing is desired. It is safe to perform this procedure with or without topical numbing cream at the decision of the client.
  Before the treatment was performed, she signed the Consent to Treatment form that states all services are performed by students. We also have signs throughout our building that state all services are performed by students.
  
  
  Our institute is a learning environment in which services are supervised by licensed professionals. In this circumstance, both myself and our Director of Education, *****************************, spoke with this student about the treatment and expressed opportunities for growth and learning in the areas of client interaction and comfortability as well as the hands-on aspect of the treatment.  While we of course want our clients to feel comfortable, we cannot terminate a student from our institute for a client's misunderstanding that we are a school. Our utmost concern is our students' education and that we are providing them with the training and knowledge to go into the community with an Advanced License and experience.  
  
  
  We offered this client a refund and a free treatment and both were declined. We did not offer any additional accommodations as the client's only concern was the reprimanding of the student. Again, this coaching took place but we do not terminate students for client misunderstandings. 
  
  
  Our spa does not have a "blacklist". We have expressed to the client that we would love to have her in for additional treatments and a complimentary Skin Profile to get her on the right regimen for her skin. We were waiting to hear back from her in May as she requested to get that scheduled then.
  
  
  In all, it is our understanding that ***************** about our spa from our student on We Chat in a public forum. We have advised our student not to publicly engage with this client further.

   

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

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19905406
  
  I am rejecting this response because:
  First of all,I was not informed to arrive 15min prior to the appointment. On Mar 13th,after I arrived and signed up all the form,I waited for around 5-10min for the technician to show up. Then,she left  for another 5-10min to prepare. Everything should be recorded in the store camera. 
  
  
  Secondly,if the numbing process is optional for that treatment,the client is the one to make the decision to get it or not. 
  
  
  Thirdly,Nima did not offer me refund. The truth is I requested for refund and never got any reply from them. It is shameful for their director to lie in a formal reply. I got so ****** with their attitude that no reply till now since the last time (April 6th)I emailed ******. Therefore,I called **************** to dispute that transaction. Earlier,I talked to ****** on the phone and she said she understand my feeling and promised she would  help solve the issue with all her power(please check our phone record for all these info,which is totally different from what ****** replied here)and then I accepted her offer to go back for a professional skin consultation and one free right treatment. However,since I knew they put me on their blacklist,I felt they are too dishonest and disregard to assist me any further.
  
  Last but not the least,I don't have any misunderstanding with them but got misleading all the time. No one told me Nima is a school and even if I signed for the consent form it does not mean I want to be a model for practice purpose. I spend averagely $15k on my skin in serval professional MD spa annually. There is no way for me want to be practiced on by a raw recruit,who not even with a good heart.
  
  
  In all,the main reason I complained is the technician lied to me :1. numbing is harmful to skin and nerves;2. the treatment does not hurt at all;3.she is very experienced with that treatment. Besides that,she tries to get me into trouble when I was sharing this bad but real experience with other people. What made it even worse is the Nima Institutes very negative attitude towards this issue.
  
  
  Earlier I agreed with ****** to go back to take another professional consultation and a free suitable treatment. However,since I have been told Im on their blacklist already. It is risky for me to go back to such place to have more service. In this case,Nima should compensate in cash. 
  
  
  They are reasonable to train their students to do work in a virtuous way and their clients should always be treated in a respectful and professional way.
  Sincerely,
  
  Nan ****