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:12/01/2023

  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.

  I would like to report the business Omnia Spa-old City (previously known as **** Beauty Spa) in Philadelphia. I have performed the semi-permanent eye-brows tattoo with them on the 15th of February 2022, under the deal 600$ for first tattoo (performed by *****************, already paid) and 300$ for yearly touch up (within 2 years time from the initial procedure). I contacted them to make an appointment for the yearly touch up in September 2023 and they gave me two choices: 350$ with a technician called *****, or 300$ with a technician less experienced. I have chosen ***** for 350$ and the appointment was set for the 11th of November 2023. Today I have received a text saying that the original price that we established (350$) was not available because they lost the employee and so my new price for the yearly touch up appointment was set at 650$. I called them to book another yearly touch up-appointment for the original price, as the deal that we stipulated (and also still displayed on their website) in 2022 was 300$ for yearly touch up. At this point they have told me a number of reasons why I should pay full price: 1) ***************** (never mentioned before) was not employed with them anymore; 2) they have changed the name of the business, so they are a new business and so I would have to pay full price. Finally, they told me that they do not feel comfortable working over another artist work unless I pay full price. At the time we set the appointment they gave me the choice of two artists, meaning that the retouch procedure is not exclusive to one artist, but it can be done by different ones. Second, a costumer doesn't have any power either on the employee turnover and or change of the business name. I felt swindled by this business and got incredibly stressed by the thought that color of my eyebrows will soon vanish changing my face look. Everything reported in here is documented by emails, text messages, as well as recorder phone call and through info on their websites.

  Business Response

  Date: 12/12/2023

  ****************************** is requesting a refund for a service she has yet to pay and never made a deposit nor a waiver to Omnia Spa. If there was a payment made we would happily refund it due to a miscommunication between the receptionist making her appointment and *****************. Her complaint is rather she would like to get a touch up on her brows which she last did almost two years ago (February 2022) and our recommendation is an annual touch up per the photo she sent of our service menu. Our business she received her last appointment was at **** Beauty Spa which has since closed and we have all new waivers for the new business for all clients past and present. Her last technician was ***** whom does not work with us any longer. We advised her where ***** works if she would like to go see her to touch up her brows. However ,*****, the new technician she wishes to see at Omnia does not simply touch up another artist brow work. She has her own style and techniques she would do for any client who is her own originally. Its nothing personal, its the fact that she has a shape and color ,*****, the new technician cannot tattoo over seamlessly therefore deeming it a correction service. Correction service is any tattoo done on previously worked on brows (not virgin brows) and it requires two sessions 4-8 weeks apart. 
  We were very honest and transparent with the reason and she thinks we are scamming her. We did not say pay us or else. We advised we cannot perform a traditional touch up because her shape and color was not adequate for such an appointment. We suggested she see ***** at her new place of employment  if she wants a traditional touch up because that is *****'s style and prior work. 
  How do you expect someone to work with someone else's prior work knowing it won't be nice. We are doing her a favor but she is refusing our best recommendations for her. Again, we would tell any client if we don't feel confident working on the current condition of their brows to either see their original technician or get it laser  off to start fresh. 
  This all started due to a miscommunication with the receptionist and *****************, when she tried to book ***************** an appointment and did not see she previously saw an artist who was no longer with us and did not ask for her current brows condition to see if we could work with it or not. Once we discovered the situation we reached out to ***************** to inform her of the details and she was upset we wouldn't honor a $350 annual touch up appointment. Again, it has been almost 2 years since her last appointment therefore it also does not make sense that this is a simple annual touch up appointment. 
  We apologized to ***************** and she was not happy with the news. We are not faulting her for her first technician not working here anymore, we gave her the options which she did not like.
  Respectfully request for ****************** to stop contacting and harassing us.  She has been given the artists information that performed her service two years ago.  No refund can be given for a service that was completed nearly two years ago (with customer satisfaction) by a different company.
  
  >>In the provided attachments (******** & ********) shows that we do not have ********************* information in our POS since we did not receive a payment that can be refunded for her yearly touch up. As well as her account profile at **** Beauty Spa and our text conversation.