Tru Essence Cosmetic and Medical Spa — Local services in Houston

Original post: “I patronized this business for 2 years to end on such a disappointing note. It appears this business doesn’t value customer relationships. I referred friends and family any time they asked for a recommendation. I know of at least 3 people who went as a result of it. I purchased a membership for $170 per month for facials and hair removal just before COVID. I never received my March service due to the shut down and they resumed payment drafts in May 2020. I didn’t feel comfortable returning until June 2020. I received treatments faithfully from June until 2/2021. I decided to cancel the service. On my last appointment in February, I attempted to set up my next appointment based on what I had left over so I wouldn’t lose them. The tech informed me that they had a new system and would call me back once she pulled my account. I called back several times and each time she would put me off . I recently called again and was told it had been over a year so they couldn’t service me. She quoted a policy that they didn’t honor. She refused to take accountability for their poor communication as the reason for me not getting the service. They shut down due to COVID even after reopening on at least 2 occasions and expected grace from their customers for missed appointments but have only shown disregard towards me. If I had at least a year to use services that wasn’t highlighted but if in deed that is the case I was still refused a service I was well within my rights to receive .”

Update: I followed up with the business owner via email who replied and said she would talk with the manager. The manager returned my call and offered to make good on prepaid devices that they denied me. She asked me to remove the negative review.

The manager called me yesterday per the doctor’s request threatening to cancel my appointment today if I didn’t remove the “negative” review. So basically my appointment was not an attempt to make things right. She didn’t want it to look like her business had horrible customer service when in fact the threatening call and how they continue to mishandle the situation further solidifies my original grievance. I told the manager she was making me uncomfortable with the threats and that I felt harassed. I further stated that self care should be relaxing but this was stressful and made me not want to remove a review that was true. She responded, “well this is her place of business.” I responded, “it’s my money.” Obviously, my money and patronage of the place of business doesn’t matter. I’m disgusted.

Fast forward to today, I missed a call from the spa which I returned. The receptionist promptly informed me that they cancelled the appointment because I didn’t take the review down.

I feel disappointed. I can’t believe this business I supposed for 2 years tried to mute my voice and bully me after they provided horrible service. It’s sad to find out this way that they don’t care about their customers. This is a horrible look...

Part1: I drive by this location all the time and happen to see their news interview on one of the local channels recently. I've been interested in seeing someone regarding the changes in my skin but I didn't know where to start so I felt like Tru Essence would be a great start. I scheduled an initial consultation with their esthetician, Stephanie. The spa is located in downtown Houston with available street and validated garage parking too. Their spa is absolutely gorgeous and calming. I wish I can just come here some days and sit in the lobby but its so peace and posh at the same time! I didn't have to wait long before she took me back for my appointment. She was so kind and asked me questions regarding my skin care regimen and what am I looking to change about my skin. She gave me some great advice and decided to book a facial/microdermabrasion appointment for the upcoming weekend. I left the spa feeling really hopefully about the decision I made that with Tru Essence! Part 2: So its my facial/microdermabrasion appointment and I was excited about it. Stephanie explained each step along the way and made sure I was comfortable too. I will say I was shocked when she started to do extractions because it caught me off guard! Lol. But Stephanie reassuresd me that once I come back enough, the process will get easier. The appointment lasted for about 45-50 mins and was relaxing. I not going to lie guys, the process did get uncomfortable at times. But I do see myself utilizing their monthly facial program because I want to see better skin results in 2020. So, if you are looking to try out a medical spa, Tru Essence is a great place to check out. The team is wonderful, location is ideal and the prices are reasonable.

Bianca

Part 3: I've been coming to Tru Essence for 2 years now getting my monthly facials. And I can say that having an esthetician like Stephanie is the best thing to happen to my skin, since birth lol! I've been able to see a huge improvement with my skin and she's really taught my how to properly take care of my face! I really recommend getting into a dermatologist office or visiting a esthetician that really wants to help you improve your skin concerns. I've been so ashamed to go out bare skin and now my skin has had huge improvements over the last 2 years...I have no need for foundation! Healthy skin doesn't occur overnight but if you keep at it, you will see changes! Thanks Stephanie and Dr....

They scarred my face and stopped responding to my emails.

August 2018 (I believe) I went in for a facial and ended up signing up for the 6 month facial special they were offering. Fast forward to the end of my treatments. I asked for IPL on my lips to lighten them. I was charged $50 for approximately 8-10 snaps on the machine. The technician recommended I use the IPL on some veins showing around my jaw area. I said why not. Well whatever setting she had the machine on was way too high and it burned my sign. I skipped the next appointment due to the burns and me wanting my face to heel. I rescheduled my final appointment and explained and showed them burned areas, asked for ways to remove the burns. I got my final facial was given some cream that would help the burns and was sent on my way.

I ended up moving to California, the first thing my mother said when she saw me was what happened to your face? It looked liked someone beat you up! I contacted the spa and explained that months later these burns were still a problem. They apologized for me still having an issue and asked that I send photos. I sent the photos and was told I need a IV peel, which is a $400 procedure. I’ve changed my skin care regime, used all kinds of creams, and scrapping procedures to get my face back to the way it was. I’ve spent more money trying to get rid of the scarring than I did on the facial package I originally signed up for.

What really makes me mad is that they knew my face was damaged before I left the spa, they are the experts, and instead of acknowledging the problem and doing everything to fix it. They have now decided to ignore my emails. As I told them at this point I will need to take them to small claims court.

Go at your own risk but once they get your money they could...