ComplaintsforSkin Laundry

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went once for a trial facial in April 2024 and enjoyed the service. They were running a promotion on new memberships, but I was about to travel internationally for a few weeks so I said, can I start a membership on late May (several weeks after my first visit). In the meantime I got laid off so I made sure to call when I got back to the US but about a week before the membership was supposed to start, to cancel the membership. The woman on the other line said absolutely no problem, your card shouldn't be charged or if for some reason the cancellation doesn't go through right away, we'll refund you right away. I thought this was taken care of, but then a few weeks later I saw multiple charges on my card, for what looks like half a month's membership fee ($137.50) 10 days after my initial visit, plus the full membership fee on the day that the membership was supposed to start. When I called again in mid June asking about the charges, the employee said "oh actually there's a 4 month membership minimum" - which I was never informed about initially. I never received any emails confirming when my membership was supposed to start, or a receipt the times my card was charged. When I brought up my previous conversation with another employee, she dismissed it and said we've had some changes in our staff. If I had known there was a 4 month minimum I wouldn't have signed up in the first place, or they should have told me the first time I tried to cancel and I would've continued to get my money's worth for those 4 months. Given the situation I decided to dispute the charges with my bank. I got a call back from the location manager about a week or two later, who apologized and said not to worry, they would refund my two unused membership charges. Now in mid-July, I got a call from my bank saying that the merchant was maintaining that the charges were valid! Skin Laundry is two-faced and is still trying to charge me for services not rendered after saying they would refund me!

  Business response

  07/18/2024

  Hello *****,

  We appreciate you taking the time to provide your feedback for us. We apologize for any inconvenience this may have caused you. We are unable to refund at this time because you have disputed the charge on your end. Please send us an email at ****************************** and we can work with you to get you refunded. Look forward to hearing from your, have a great day.

  -SL Support

  Customer response

  07/18/2024

  Skin Laundry pushed back against my bank after I disputed the charge, after the manager of the location I went to verbally said they would refund me and resolve the issue. Theres no guarantee that I would receive a refund if I dropped the dispute.

  Business response

  07/19/2024

  Hello *****,

   

  Our company company policy states that we cannot issue a refund with an open dispute to avoid a double refund. If you could please email us at ****************************** so we can get the dispute removed and refund you. We are trying to assist you in the refund that you are requesting, and this is the only way you will be refunded at this point. At your earliest convenience, send us an email and we can get started on the next steps. 

  -SL Support 

• Initial Complaint

  06/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for a Skin Laundry membership on February 21, 2024 with the expressed intent that I would be completing only the 4 month minimum time commitment since I would be moving in June. The first 3 visits that I had to the clinic were cancelled on the same day of the appointment due to the thermo fractional tool being unavailable. I paid a full month of membership despite not being able to get any use of the membership within the first 30 days of membership due to no fault of my own. At that point I requested that my membership be cancelled and I was lenient to accept the second month being "free" for the tremendous inconvenience of the first month of appointments being cancelled. At the start of the membership as well as at the time of accepting the "free" month in compensation, I made it clear that I would be moving after 4 months and at no time was I made aware that I would have had to extend my membership beyond the 4 month minimum. Thirty days before the end of my membership (at the end of the 3 month ***** I made it clear that I needed to cancel my membership due to me moving out of state. At that time, the receptionist made it clear that this would not be an issue and that cancellation would be canceled before my last visit. Further, in the next 3 subsequent visits, I asked for my membership to be cancelled since I would be moving and I was assured by the staff that it would be taken care of. At no point did any staff indicate that there would be a problem with canceling my membership at the 4 month **** or send me a message relaying that information. Only after I moved did the clinic wait to charge me another month of membership and notify me that my membership would not be cancelled. This issue should have been brought up in any of the four visits when I requested to cancel my membership so that we could have discussed this in person instead of charging me automatically and notifying me after the fact.

  Business response

  06/26/2024

  Hello ******,

  We appreciate you taking the time to share your feedback with us. Upon checking your account, I do see that we have already refunded your June payment from 06/21/2024 in the amount of $275. Usually, when members are in the 4-month contract and freeze a month, we extend their membership because it states that you need 4 payments to complete the contract minimum. We sincerely apologize for any inconvenience this may have caused you. Have a great day! 

  -SL Support 

• Initial Complaint

  03/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for a 4 month membership for $250.00 per month. The first month was great, but when the second month came around, the ********* location in ******** kept constantly cancelling my appointments last minute (3 in a row) and I was forced to make an appointment at the Burlingame location, 30 minutes away. Each treatment has a period of ***** days in between treatments, so imaging having to wait 2+ weeks for an appointment to have it canceled, and then it takes another 2 weeks to get another appointment for that one to cancel and then the cycle continues. Although I was paying for the membership, I could not get any treatments done. I spoke to someone through text message about my concerns and she froze the membership dues for a month so I wouldn't be charged for February (Attached). Then come March, my payment failed and I realized that I had a new card, so I logged into my account and changed my payment information so I could pay for March. They took out $250 on 3/26 and I thought everything was fine, until I got another failed message even though the money was withdrawn from my bank account. I notified them to confirm that they have the correct card. The employee said they have to change the card that reflects the membership and I explained that's fine, but I want to make sure I do not get charged twice. On 3/28, they charged me another $250. When I called to get a refund because I was charged twice in error, the employee said one was for February (my attached text from them states I am not getting charged for February). So they charged me $500 for March. I had my membership canceled, but they will not honor it for the last month I paid because it is canceled now. I need them to reimburse the $500, I originally wanted $250, but they will not allow me to use it the last month that I paid.

  Business response

  03/29/2024

  Hello,

  I have spoken with the clinic and you will still be able to use your membership through the end of April, which gives you over a month free to make up for cancellations or rescheduling. We have you scheduled for your Power Duo treatment on the 19th, so you are good to go with that appointment. Our clinic manager ******* is going to be reaching out to you to assist you further with this issue. You will receive a phone call shortly. We sincerely apologize for any miscommunication on our end. You are a valued client and we are going to do what we can to make this right for you. Have a great day! 

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Skin laundry accepted my verbal cancellation of a $25o per month membership at my son's last appointment at their facility in December 2023. They saiod they would take care of it. They did not send me any further notifications by phone, text, or email. They continued to bill my **** for $250 in January 2024 and again in February 2024. When I asked for a refund they said they would not refund my account because I did not fill out a link that someone never texted to me! They can see that my son never visited their facility again since December. I feel like I've been robbed. This is terrible business practice on their end. Additionally, it has been exceedingly difficult to talk to someone there by phone. They rarely answer the telephone, messages get returned late, and the manager of the facility has never reached out to me.

  Business response

  03/11/2024

  Upon checking ***'s account, I am seeing her membership was cancelled on 09/19/2020. We have no record of any payments processed in 2023 or 2024. The last appointment the client came in for was 10/02/2023 and the *** did not show up for their appointment and we waived the $25 late fee as a courtesy. The last payment that was paid by *** was on 09/14/2020 and  it was for $100 dollars. We are not sure what payment *** is speaking about because we have no record of any payments in 2023 or 2024. Can you please provide information on your son's account so we can look into it as well?

• Initial Complaint

  08/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been trying to contact Skin Laundry for 4 days straight by calling, texting, emailing, and in person at their ****************** location.On Saturday 8/12/23, I filled out their Membership Cancellation Form in order to cancel my monthly facial subscription and prevent from incurring any future charges. I received an automated response stating that the form was received, but have not received confirmation that my membership has been canceled. Upon checking my online account, I see that my membership is still "Active".After reading numerous complaints from other Skin Laundry members who have attempted to cancel their accounts, I am concerned that my membership will not be canceled and I will continue to be charged for a service I no longer use or want. Despite the emails I have written to no less than FIVE different email addresses, numerous calls and texts, and showing ** in person to speak with the front desk staff, I have received no response in canceling my membership.I demand that someone from Skin Laundry CONFIRM that my membership has been canceled and I will no longer be charged.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction: August 8th 2023. I was charged for a service ($75) that I had yet to receive, and no where did it previously state that I'd be charged for my facial before the appointment. After I noticed that I was charged, I immediately cancelled my appointment and thought that I'd be issued a refund. I saw nothing on their website about their refund policy so I called the location directly and they proceeded to tell me that they do not offer refunds. I have never heard such a thing, and this is completely messed up. I have already been in contact with my bank and they said I have every right to file a dispute in order to get my money back once the transaction has fully processed.

  Business response

  08/09/2023

  Hello,

  We have spoken to **** and will be refunding her the $75. The situation is settled now. Thank you

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I called this business to cancel my subscription an they told me ok they will do that , but my credit card kept being charge, so this is 6 months later of me calling to cancel , they finally explain to me that I had to fill out a cancellation form which I did an this company ( Skin Laundry ) is still charging my card they refunded ****** dollars in June an then charged the credit card in the same month for ****** dollars , so I called an finally talk to a manager she said she has to look into it , what is there to look in to , but I am still waiting on the call Ive made several attempts to call but now they are ignoring my calls an I still haven received a refund

• Initial Complaint

  05/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On April 14, 2023 I notified Skin Laundry Topanga Village of my intent to cancel my membership. On April 15, 2023, they sent me a link to complete my cancellation, in which I did the same day. I have a screenshot proof that it went through successfully. On April 24, 2023, I got a charge of $250 from Skin Laundry as a monthly membership fee.I attempted on several occasion (with proof) to have them resolve the situation. I understand that refund could take a few days, which is why I wasnt demanding that they refund me right then, all I wanted was an acknowledgment that they made a mistake and will process a refund as soon as possible.I have attempted to reach them through their preferred method of contact text message with which the only response I got was on April 25, 2023 saying they are short staffed and forwarded my concern to their manager. I have been following up since then to no avail. I even reached put to them through Instagram, with which I was instructed to email them. I did, a couple of times, no response. I followed up with them at least once a week to no avail.Earlier today I asked them for a status update on my issue. I informed tham that since I have been pretty patient with them, that I would file a complaint against them on BBB if I dont hear from them by end of business today. So here I am.Previous to this, I also had an issue with their misleading marketing. When I signed up they said I can cancel anytime. Obviously not true. Also, please ask them about their pause policy. I wanted to pause my membership because I have accumulated several credits due to a recent travel and also, their schedule is limited and on a couple of occassions they had to cancel because their machine was out of order. They said I only have 2 options, pause my account *** of 2 months and on those months I will be charged $25 per month for pausing my membership. Or cancel and forfiet all the credits I paid for.

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was signed up for their monthly service, I cancelled IN PERSON the end of July of 2021. I was pregnant and did not know what the future held and did not want to continue the services. They continued to charge me without my knowledge. I noticed in the beginning of January of 2023 they were charging me. I started communications with them to resolve, a district manager named *********************** was suppose to reach out to me. I still have not heard back and no one in the topanga location answers the phone.

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been on a subscription with Skin Laundry for well over a year. In November they changed their laser machines at the location I went to, and the new facial caused me excessive discomfort to the extent that it felt as though it was burning my face. I told them I did not like the experience and the front desk said that unfortunately all their lasers had been updated so this is all they had but they could reduce the intensity on my next visit and maybe that would help. I went back a second time using the lower intensity and it was also too painful. The subscription continued to debit my credit card each month but getting their facial caused me too much anxiety, so I never went. Finally in February I called the ****************** location that I had originally purchased the subscription from and explained the issue. They offered a reduced intensity, but I said it didn't make the pain go away. They then said I could drive to a location with the older machines (before they were also replaced) - but this wasn't feasible as the closest location was upwards of an hour from me. So ****** told me to cancel the subscription then he would work on a refund. That was early February and I have called maybe 10 times since, ****** is very polite and he kept saying he was working on it and then again suggested a reduced intensity - and my response was that I would not put myself through a painful experience just so the company could keep my money. He said he would get back to me and that was 2 weeks ago, and I have heard nothing despite reaching out again. I did not receive any notice of the lasers being updated and I did not and I would not have subscribed to a facial using the new laser, so I want the $500 they have of mine refunded.

*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. ↩