I waited several weeks to leave this review because I wanted to make sure I wasn't reacting…read moreemotionally or out of haste. After having time to reflect, I feel strongly that other clients should know about my experience.
I would encourage anyone considering this clinic to carefully consider before subjecting themselves to work with Sarah. Based on my experience, I found her communication to be unnecessarily hostile and lacking in understanding or professionalism. There are other clinics in town that I believe provide a much more respectful and customer-focused experience, and I will personally be taking my business elsewhere.
Here is my story:
I initially came to this clinic because I wanted my skin looking its best for my wedding. I spent around $800 on Botox with Kassie, and both Kassie and Sarah knew that my goal was to have good skin for my wedding photos.
I then wanted to schedule one or two facials before the wedding, specifically to safely remove peach fuzz. A few months earlier, Sarah had used a blade to remove it and accidentally scratched my entire face, leaving small cuts and scabs across my chin. I understood that mistakes happen, so I didn't hold that against her. This time, however, I specifically communicated my concern to Kassie. She recommended a different tool that she described as being "cut proof."
When I arrived for my scheduled facial, I was told the tool was broken and that we should reschedule. I had already rearranged my work schedule and made arrangements for my animals to accommodate the appointment. I asked whether there was another service I could receive instead, but was told they didn't offer anything else and that we should simply reschedule.
Kassie then suggested calling in a prescription for acne. I provided the necessary information, went to the pharmacy, waited in line, and then discovered the prescription had been sent to the wrong pharmacy. I had to drive to another location, adding roughly another 45 minutes to an hour to an already wasted appointment.
A few days later, I returned for my facial and paid around $350. I also asked about fitting in another facial before my wedding, and Kassie told me to call and schedule one.
The next day, I noticed an additional $100 charge. When I asked about it, Sarah told me it was a cancellation fee. I explained that I had not canceled the appointment -- Kassie had asked me to reschedule because the tool they intended to use was unavailable. At no point during that interaction was I told that I would be charged a $100 cancellation fee.
I would have been much more understanding if this had been clearly communicated to me at the time. Instead, I was charged after the fact and then told that it was simply the clinic's policy.
I tried to resolve the issue respectfully over text during business hours. After several messages went unanswered, I received an automatic reply stating that the clinic would be unavailable for several days. I responded that I wished the issue could have been addressed before she was away because I felt the charge was unfair and had never been explained to me.
Sarah's response was extremely hostile. She took offense to my referring to her being "on vacation," even though I was simply referring to the automatic message saying she would be unavailable. The conversation escalated from there, and I was ultimately told that I was no longer welcome at the clinic -- one week before my wedding.
The $100 itself wasn't the issue. It was the lack of communication, the fact that I was charged for an appointment I did not cancel, and the way my concerns were handled when I tried to address them.
I have spent thousands of dollars at this clinic and expected basic professionalism and customer service. Instead, I left feeling disrespected and extremely disappointed.
Although Kassie is nice to work with, I would never work with Sarah again.
