To Whom It May Concern,…read more
I am writing to formally complain about my experience at your facility on September 12, 2026, when I came in for a HydraFacial that had been advertised for $129.
During the appointment, the esthetician asked whether I wanted extractions, and I agreed. During the extraction process, she applied what I felt was excessive pressure and squeezing to my skin, particularly around my nose and temple area.
Approximately one week later, I noticed marks/scarring on my nose and several areas around my temple that were not present before the treatment. I became extremely concerned and contacted the facility on Friday, September 18, seeking advice and assistance.
I left a message for Jennifer, whom I was told was the manager, but did not receive a call back that day. I called again on Saturday, September 19, at approximately 10:00 a.m., and was again told Jennifer was very busy but would return my call. I was also asked to send photographs, which I did. When I had not received a response, I called again at approximately 2:00 p.m. and left another message. I was particularly frustrated because I had clearly communicated that I was concerned about what had happened to my skin and was seeking prompt guidance.
Jennifer eventually returned my call. However, rather than beginning the conversation with concern about my situation, she said, "Can I help you?" This was extremely unsettling because she was already aware of why I had been calling. Throughout the conversation, I felt that her tone was dismissive and lacked empathy.
Jennifer told me she had reviewed the photographs and stated that what appeared to be scarring was actually melasma, rather than an injury resulting from the extraction. I was very uncomfortable with this conclusion because the marks appeared after the treatment and were in areas where the esthetician had aggressively performed extractions.
I ultimately decided to return to the facility in person. I was placed in a room with Jennifer, the esthetician who performed the treatment, and another employee. During that conversation, I was told that I should have informed the esthetician beforehand that I was prone to scarring. I found this response extremely troubling. I was never advised before the extraction that I needed to disclose a tendency toward scarring, nor was I given an appropriate explanation of the risks associated with the extraction procedure.
Most importantly, I did not receive an apology, meaningful concern, or a proposed solution for the marks that appeared following my treatment.
I asked about a resolution and ultimately requested a refund and cancellation of my membership. Jennifer responded that my membership was cancelled. I left extremely upset and stated that I would dispute the charges.
Approximately 20 minutes after leaving, Amanda contacted me and informed me that the facility would provide a refund. However, when I received the refund, it was only $129, even though I had paid $210.
I was also particularly disturbed by Jennifer's subsequent comment that I needed to inform them in the future that I have issues with scarring. I believe this shifted responsibility onto me rather than addressing my concerns about the treatment and the marks that appeared afterward.
What I am requesting
I am requesting:
A complete accounting of the $210 I paid and an explanation for why only $129 was refunded.
A refund of the remaining $81, if it represents charges associated with the treatment/membership that should have been refunded.
Written confirmation that my membership has been cancelled and that no additional charges will be made.
A written response addressing my concerns regarding the extraction procedure and the skin changes that appeared afterward.
Information regarding what the facility intends to do to assist me with obtaining appropriate professional evaluation/treatment for the marks that appeared following the procedure.
I have photographs documenting the condition of my skin and the changes that occurred following the treatment, and I have retained documentation of my communications with the facility.
What has been most disappointing is not simply the physical issue I am now dealing with, but the way my concerns were handled. When a customer reports a possible adverse outcome following a cosmetic treatment, I believe the appropriate response is to listen, show concern, document the complaint, and work toward a reasonable resolution--not immediately place responsibility on the customer.
I hope management will take this complaint seriously and review both the treatment provided and the manner in which my concerns were handled.
