Scheduling snafus and poor customer service. I'm not sure about these four-star reviews but I found the staff unwelcoming (I went in for a facial consult. Not once did the esthetician get closer to look at my skin, ask whether I was wearing makeup to determine if she could get a true picture or ask what my current skincare routine was). The facility itself actually feels more like a doctor's office than a medspa: drab decor, uncomfortable waiting room chairs. I cancelled my follow up.
Update: I sincerely appreciate the owner reaching out but I didn't base my review on one interaction. I went three times in a one month period. I do hope it's an opportunity for the staff to improve.