6/10/2025 via Google

6/10/2025
via Google

I have never left a 1-star review before, and I’ve had great experiences at Skin Institute in the past, which makes writing this all the more disappointing. I booked a customized facial a week in advance—this wasn’t my first visit, and I’ve always appreciated the students and staff. However, this time was very different. Over the weekend before my appointment, I got a bit of sunburn. Wanting to be cautious, I called the morning of my appointment to check whether a customized facial was still okay. The staff member I spoke to assured me it was fine—we could just focus on hydration while still including extractions. I appreciated the clarification and decided to keep my appointment. When I arrived, I was greeted by a receptionist named Breanna Gonzalez (Bree), who immediately took an abrasive and dismissive tone. She told me that due to my sunburn, they couldn’t do a customized facial. When I explained I had called that morning and gotten the green light, she repeatedly said, “It was lost in translation”—no apology, no accountability, just brushing off the miscommunication. She offered a “partial facial” instead for $30, but when I asked for more information, her responses were curt and irritated, like I was wasting her time for trying to understand what exactly I was paying for. Her tone was condescending, which made it hard to feel comfortable or respected as a customer. Eventually, I opted to reschedule for the following week to come in for the initial service. During rebooking, I asked about the difference between a customized facial and a deep cleanse, which I’ve done in the past. Again, Bree acted bothered by every question I asked, responding in a tone that felt unwelcoming and impatient—even though I remained polite and considerate throughout. At one point, I asked what she might recommend for enlarged pores. Her response? A scoff and, “Well, it depends on what you use at home”—which she followed up with a vague remark about right and wrong products, still sounding completely uninterested in helping me or offering a suitable service for my concern. I even asked for a brochure with available services. I finally said, “You seem really annoyed by my question, so I’ll just wait to ask them at my next appointment,” to which she simply replied, “Okay,” with zero attempt to shift her tone or show any empathy. Honestly, I left the building feeling so disrespected that I turned around and came back in. I expressed to Bree that as someone who manages a clinic myself, I found her behavior incredibly unprofessional and that the least she could have done was acknowledge the situation with an apology—not blame it on a “translation issue” and treat me like I was a nuisance. I let her know I no longer wished to continue care with Skin Institute because the way I was treated was outright insulting. Her response? A shrug and an “OK.” No apology. No ownership. No concern. It is really unfortunate because Skin Institute has talented specialists and students, but Bree is a poor representation of the business. If this is the face of the clinic, maybe it’s time to reevaluate. Her attitude—both over the phone and in person—was unprofessional and rude, and she made what could have been a minor error into something frustrating and unpleasant. I sincerely hope Bree was just having a bad day, because I can’t imagine someone moving through life with that level of unkindness and disregard. If you’re going through something, Bree, I truly hope things improve for you. To the management at Skin Institute: please consider additional training for your front desk staff—not only in basic skincare knowledge, but also in the fundamentals of respectful, compassionate customer service. A little kindness goes a long way. Aleksandra

2/7/2025 via Google

2/7/2025
via Google

Had a facial wonderful 60 min facial by Lainey a student (best facial I’ve ever had) she was amazing 10/10 could not recommend more even assisted me on getting a spf to add to my skin care routine!

6/7/2024 via Google

6/7/2024
via Google

I’ve gone in for 1 facial, 2 chemical peels, and an eyebrow tint. Amazing every time!