Complaints

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I consent to the health information above. I went to the Burton Young ********* location. I told the aesthetician twice during my facial that my face was burning and hurt a lot. I asked her to stop applying the chemicals to my face. She then wiped off what she had put on my face. It was very painful. My face was red, had a rash and was peeling for 7 days after my visit. I called and emailed the business and they said that was normal. I went to two doctors and my lawyer’s office to discuss the business’ poor customer service and the rash that their product gave me. I was in pain for 7 days and couldn’t leave my house due to the rash all over my face.

  Business response

  09/20/2022

  ** ********

   

  This email is our response to ********* complaint for her Facial services on 8/22/22.

   

  1.  Please communicate back with us using this email address, the owner of the spa is Jonathan P*****, and I am his office assistant.   

   

  Burton Young is a well known business, and we have been treating customers for years with skincare, we have a staff doctor as well.  

  We are a professional team, spa, and uphold strong standards for our customers. 

   

  When we book clients we send them initial consent forms and medical evaluation.

   

  ******* had an appt set for our $99.00 Hydra-dermabrasion, on Aug 16 @ 12:00 - (she had original booking on Aug 8th, and cancelled same day, and was not charged for our cancellation fee and no show fee..

   

  1.   Before they are to go into the room and begin their facial, we have a professional machine, called Image Pro, which takes a photo of facial skin.  This shows us detailed images of each individual's skin.  When doing this, we take approximately 20 minutes to speak to customers, get to know their skin type, what their main concerns are, and their daily routines.  When we take images of their skin, we speak directly with customers and tell them what we see.  We noticed ******* had an irritation around her mouth area, and we asked her is this a concern?  She said no,  See attached files of photo with skin irritation before *******'s basic facial 

   

  Most important, we use medical grade product, and use several different types of skincare, for *******, we used for sensitive skin, when performing this facial to *******, she was adverse to every product we used, each time a new product was used, we took off, the second she complained, as matter of fact, we then used hyaluronic acid, which is impossible for any irritations.   

   

  See attached images of *******'s face from Image Pro, prior to facial.   And also attached, emails from ******* with photos' 24 hours after her facial with the same irritation, and redness.   (two files attached with *******'s photo of her face) 

  The owner called 3 times and emailed two, we offered to speak with her, to see our doctor and how we can help, and all her responses were threats with legal actions.  (three emails attached from her) 

   

  We don't mind refunding her the money, but we feel these threats were of an odd behavior and unusual to have one customer have told us they went to two doctors, an ER, and contacting legal assistance, in less than 24 hours. 

   

   

  *******, please use this email, I am Jonathan's assistant, or feel free to call me directly at ************

   

  Thank you, 

  Suzanne M******

  Burton Young MedSpa

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

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

   

  *** ********

  Customer response

  09/20/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  My face was burning and peeling. I told them this while I was at their location. They stated this was normal. I ended up at my doctors and urgent care the same day due to pain and peeling, that my doctor classified as burns, from this establishment. 
  Sincerely,
  
  ******* ******

*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. ↩