Complaints

This profile includes complaints for Removery's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Removery

  1400 S Congress Ave Ste A270 Austin, TX 78704-2416

• 

  Removery

  1524 S IH 35 Frontage Rd #228 Austin, TX 78704

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  05/16/2024 Removery took out an unauthorized charge of $95.00 on my credit card. We set up a per service appointment plan and they falsified docs stating that we wanted the package deal plan. They kept switching back and forth in our conversations to try to make us sign up for the package deal plan. We declined and said per service plan. Then I canceled my appointment so I would not get charged for that appointment and they charged me anyways. I called to discuss and they said I signed up for the package deal plan which that is not what we agreed upon. I contacted removery customer service and they refused to refund me the $95.00 back to my credit card stating they do not give refunds even if I canceled the appointment they still want to collect money when no service was rendered. Then the man at *********** office says that I have to come all the way to *********** to discuss this and did not want to do it over the phone. I refused and no longer want to do business with this company because of the poor service and attitude I got from the female at removery ************************* ********************************* She was very rude and snotty and refused to refund me for an appointment that I did not even go to. She wanted me to pause my plan and put the money towards another plan. I did not sign up for a plan. Per service I pay a fee of $95.00. I said no I want my refund and no I do not want to do business with your company anymore. She's still refused so I am reporting this now because they just kept my money for no service rendered and expected me to be ok with this. I contacted Removery again and they are ignoring me now. This is very unprofessional.

  Business Response

  Date: 06/13/2024

  06/13/2024
  
  Hello ****,
  Thank you for reaching out. When we spoke on the phone, it was explained that we do have a signed Payment Agreement that states any payments made to Removery are nonrefundable. The Payment Agreement also goes over that payments would be on the 15th of every month per your request. We emailed your Payment Agreement as requested for your review.

  
  We do understand that you cancelled your appointment.However, cancelling your appointment does not cancel the payments that were agreed upon.
  We discussed this on the phone as well as that we have deleted any future payments and cancelled your package.

  
  Since you signed up for services, we have provided 2 treatments on 03/09/2024 and 04/20/2024. We would be happy to continue treatments at any time if you would like to return.

  
  Thank you,
  *************************
  ********************************
  ************

  Customer Answer

  Date: 06/13/2024

  Complaint: 21787982
  
  I am rejecting this response because: Removery has not contacted me to resolve my issues on refunding me. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 06/14/2024

  06/14/2024
  
  Hello ****,
  I understand that youre not happy with the resolution as you had hoped for a refund, but our response remains the same. We did reach out to you to discuss your refund request via phone on 05/20/2024. As well as email communication on the same day. The portion of the agreement that states no refunds, was highlighted for your review.  
  Thank you,
  *************************
  ********************************
  ************

  Customer Answer

  Date: 06/14/2024

  Complaint: 21787982
  
  I am rejecting this response because: I no longer want to do business with this company and I want my refund. I am not paying for a service I did not receive. This will not resolve this matter by just sweeping this issue under the rug. I want my refund and I refuse to accept this as my offer. I will proceed to receive my refund. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:04/29/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The date of signed transaction--3/13/2024. Removery was contracted to provide tattoo removal. Dispute: service not rendered. My first appointment to receive services was scheduled for 3/15/2024. The cost of the services/loan--$2599.00. I was told that I could freely cancel or reschedule my appointments. I needed to cancel my first appointment and rescheduled. I received a notice from my lender that the full amount of services was charged to them on 3/14/2024. I was clearly told at my consultation that payment/billing would begin once service was initiated and that I could reschedule as needed. I have not received any services but have still been charged by the lender. Despite reaching out to fully cancel, the business will not offer any solution aside from suggesting that I speak with the third party lender or continue to schedule appointments. Due to this experience I no longer want to receive services from this provider and would like the loan to be cancelled by Removery.

  Business Response

  Date: 05/08/2024

  05/08/2024
  Hello *****,
  
  Thank you for reaching out and we are happy to address any concerns.
  
  The Payment Agreement clearly outlines our no refund policy.I have attached a copy for your review.
  
  When signing up with 3rd party financing, clients have to sign off on their terms and conditions that states the company is paid in full and the clients make payments to the lender. Typically, billing starts 30 days after the loan application. If the studio stated that you would not get billed prior to first treatment, it was due to you having an appointment in that time frame. Appointment was scheduled for April 9th. You are absolutely able to reschedule any appointments to work with your schedule. By cancelling your 1st appointment does not change the agreement you have with the lender.
  
  We look forward to seeing you at your appointment on May 14th and being part of your tattoo removal journey.
  
  Sincerely,
  
  *************************
  Client Relations Specialist
  P: (Calls)************
  E: ********************************
  W: www.removery.com
  

  Customer Answer

  Date: 05/09/2024

  Complaint: 21635929
  
  I am rejecting this response because:

  Date of signed transaction: 3/13/2024. Date of expected services: 3/15/2024. Amount of treatment/loan: $2599.00 with interest. The way it was originally explained or presented was there would be no interest as long as the amount was paid in full and nothing was past due. The bills I've received have shown 26+% interest.
  
  Nature of Dispute: When I scheduled the original appointment, I was told that the payments would start when treatment was rendered and could always be rescheduled.  I cancelled my first appointment and I was charged before any service was rendered. I was misled into engaging with this business via the information contained herein.
   I have attempted to cancel all future appointments. The May 14th appointment you named above I have submitted multiple cancellation requests for. I requested all future appointments be cancelled on 4/27/2024 through your **************** 365 Messaging system. I again requested cancellation yesterday, 5/7/2024, and my cancellation was confirmed (see attached) via email. After email confirmation of the cancelled appointment I received a CONFIRMATION text for the appointment (see attached).
  
  Business committed to provide: tattoo removal
  Business has not attempted to resolve: Their only resolution is to reschedule, which is not an option at this time for me and after this issue I am not seeking to reschedule with this company as I find their practices completely unethical. I will continue to follow up with the Better Business Bureau until the loan is cancelled  which is the only way for this to be resolved. 
  
  Regards,
  
  *********************

  Business Response

  Date: 05/20/2024

  Hello *****,
  
  I understand that youre not happy with the resolution as you had hoped for a refund, but our response remains the same. The Payment Agreement with us was signed in agreement. Your signed payment agreement details our no refund policy.
  
  Terms and Conditions with Ally were agreed to as well. If you signed up with a no interest loan, your statements will show what the interest would be if the loan is not paid in a timely manner.
  
  We remain committed to your removal process. Please fill free to reach out to get your appointment rescheduled.
  
  Sincerely,
  
  *************************
  Client Relations Specialist
  P: (Calls)************
  E: ********************************
  W: www.removery.com

  Customer Answer

  Date: 05/31/2024

  Complaint: 21635929
  
  I am rejecting this response because:
  
  Date of signed transaction: 3/13/2024. Date of expected services: 3/15/2024. Amount of treatment/loan: $2599.00 with interest. I was clearly told at my consultation that payment/billing would begin once service was initiated and that I could reschedule as needed. The way it was originally explained or presented was there would be no interest as long as the amount was paid in full and nothing was past due. The bills I've received have shown 26+% interest.
  
  Nature of Dispute: When I scheduled the original appointment, I was told that the payments would start when treatment was rendered and could always be rescheduled. I cancelled my first appointment and I was charged before any service was rendered. I was misled into engaging with this business via the information contained herein.
  
  Business committed to provide: tattoo removal
  Business has not attempted to resolve: Their only resolution is to reschedule, which is not an option at this time for me and after this issue I am not seeking to reschedule with this company as I find their practices completely unethical. I will not participate in these services as I have lost confidence in their customer service and do not want to engage in a medical procedure with a company I do not trust. I'm hoping this can be resolved and the loan can be cancelled, however if it is not I am planning to escalate this dispute to the State's Attorney General, on the advice of the Better Business Bureau, on the grounds of deceptive business practices and consumer fraud.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:01/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In march 2023 i had a consultation with the removery in Waterloo to have 2 fairly large tattoos removed and my finger tattoos removed. I was told that it would be better to do ************* package for $3,717.70 and i could do the loan through Affirm. I was also told that my skin type would likely prevent any kind of bad reactions and that the pain level for this was "totally manageable". I have tattooed myself, pierced myself, had 5 kids naturally and have a fairly high pain tolerance. I attended one session on only my fingers and neck. I couldnt even let them do one round on my lowerback i felt so ill. On the way home i had to pull over as i needed to vomit. It was the longest 2 hour ride home. I then had a bad rash for nearly 2 weeks wich made caring for my kids almost unbearable. I was told by the girls there if i tried to use numbing cream it would make the number of times i had to go through this 3x as long. This is absolutely impossible for me living 2 hours away, and i just cant go through that pain again as bad as i want these tattoos removed. No amount of numbing cream will get me through that. I asked if i could just pay for the one session i was told no. I asked if i could just down grade to a lower package for only my fingers and they said i could do just fingers but they would stil not refund any of the money and just try to push me into doing it with numbing cream. Given the distance and situation and only going one time on only 2 of the 3 tattoos i paid for they should be refunding the money to affirm so i dont have to keep paying for a service i clearly cannot recieve. I honeslty feel like the pain level expectation was seriously downplayed to trap me into the unlimited package loan. And the no refund policy was NOT explained properly or clearly.

  Business Response

  Date: 01/23/2024

  Hello ********************,

  Thank you for reaching out to Removery. You purchased a Complete Removal Package on 3/7/2023 and signed our two-page Payment Agreement that specifically addresses our refund policy. You also signed an Informed Consent which details all possible outcomes and risks of tattoo removal. I have attached both documents to this response.

  When you first reached out with concerns about the pain of treatments,our studio reached out to review some recommendations that have helped other clients to manage the pain. We are committed to being part of your tattoo removal journey and we have been successful at helping other clients who have felt the process was painful to be able to get through the sessions.

  Removery successfully serves thousands of customers every year across approximately 150 studios in 3 countries (**, ****** and *********) and we have provided over 1 million treatments! We recognize the decision to embark on tattoo removal is a not a decision made without much thought and research. We have built an excellent reputation based on the service we provide, our dedication to our clients and we hope that you will give us the chance to provide another treatment. While we are unable to issue a refund, your complete removal package never expires and we welcome you back when youre ready to resume.

  Sincerely,
  
  *****************************
  Client Relations Specialist
  ************

  Customer Answer

  Date: 01/23/2024

  Complaint: 21159519
  
  I am rejecting this response because:
  1. The refund policy was explained as services already rendered would not be refunded. I have not received said services. I have only received one partial treatment. I accept paying for this one partial treatment.

  2. Re: payment agreement . I did not fill out that no refund page, i did not click those boxes or see those boxes. This entire form was done on an ipad by your employee. I was only shown the boxes to sign, and shown specific paragraphs and clearly lead to believe i was signing for THOSE paragraphs. I did not fill out any of that information on that 1st page of the payment agreement or see it.

  3. The consent page I had signed, i was told these would NOT apply to my skin type as long as i followed aftercare. Which i did. Theres also nothing in that informed consent about the pain being so bad you vomit. I had to drive 2 hours home like that. 
  4. The pain management option offered to try is not possible or acceptable. Your employees told me that the numbing cream affects the results and extends the amount of treatments needed. I was told my tattoos would likely only need roughly 3 treatments. This is the only reason i agreed to this. I am not going to try a pain management treatment that would affect the outcome of the desired result.
  5. Your company is deceitful, and profits off of tricking people into thinking this treatment is not painful and hides the details surrounding this "no refund " policy. I believe these actions are against the consumer protection of ******* rules as i believe your company has represented their goods or services in a false, misleading or deceptive way. Due to this i have 1 year to withdraw from your contract. It has not been 1 year. If i do not receive a refund i will be taking this to the *** and other regulatory authorities and contacting a lawyer.
  Regards,
  
  *************************

  Business Response

  Date: 01/29/2024

  Hello ****,

  I'd like to connect regarding your response. I left you three voice messages regarding your account request and sent two emails since receiving your reply. Please respond to my calls so that we can review your request in more detail and work to come to the best resolution.

  Warm regards,

  
  *****************************
  Client Relations Specialist
  ************

  Customer Answer

  Date: 01/29/2024

  Complaint: 21159519
  
  I am rejecting this response because:
  I am not willimg to discuss any resolutions over phone as it would not be properly recorded for record. I would like all communication to be through here. I have not recieved any emails.
  Regards,
  
  *************************

  Business Response

  Date: 01/30/2024

  Dear ****,

  To reach an amicable solution, it is important that we connect. If it provides any reassurance to you, all of our calls are recorded for quality assurance purposes.

  The email I have used for you is ******************** if there is another you prefer please let me know, or you are welcome to email me directly at *********************************** Id prefer a phone call because that will allow us to come to the quickest resolution, but if you prefer email communication then we can connect that way also.

  I hope we can connect today to resolve your concerns.

  Warm regards,

  *****************************
  Client Relations Specialist
  ************

  Customer Answer

  Date: 01/30/2024

  Complaint: 21159519
  
  I am rejecting this response because:

  I found your email in my junk . You asked for a phone call in the email. I will not be talking over the phone. You may send your resolution proposal to that email but I will not be closing this complaint thread until we agree to one.
  
  Regards,
  
  *************************

  Business Response

  Date: 02/02/2024

  Hello ****,

  Thank you for agreeing to discuss your request with me over email. I am glad we were able to come to a resolution. On behalf of all of us at Removery, we thank you for your business and we wish you all the best!

  Warm regards,
  *****************************
  Client Relations Specialist
  ************

• Initial Complaint

  Date:12/20/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled an appointment and no one was available for my appointment. I called the 800 number and no one answered. Its bad enough i have to drive all the way to downtown and then waste my time.

  Business Response

  Date: 12/21/2023

  Dear **************,

  Thank you for speaking with me yesterday morning I hope you know we value your business and that is why I called within an hour of receiving your BBB message. I see youve not been to Removery since 2021, so I am wondering if perhaps the phone number you called is the correct one. Our main number is ************ and my direct line is ************. We do not show that your appointment on 12/19 was cancelled by us, but as we did move locations, Id like to verify the studio address with you. I tried to call back yesterday afternoon and again this morning; please give me a call and I am happy to get you scheduled and confirm the studio address.
  
  We look forward to continuing with you on your tattoo removal journey!
  
  Warm regards,
  *****************************
  Client Relations Specialist
  ************

• Initial Complaint

  Date:12/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of signed transaction: 9/07/2023 Date of expected services: 10/07/2023 Amount of treatment/loan: $1456.38 with interest. The way it was originally explained or presented was there would be no interest as long as the amount was paid in full and nothing was past due. I even confirmed that information as it is similar to another 3rd party finance company my business works with. The bills I've received have shown 26+% interest Nature of Dispute: Treatment not rendered, appointment was cancelled last minute. No attempt to reschedule until I reached out to fully cancelled. When I scheduled the original appointment, I was told that the payments would start when treatment was rendered and could always be rescheduled.Business committed to provide: tattoo removal Business has/has not attempted to resolve: Their only resolution is to reschedule, which is not an option at this time for me and after this issue I am not seeking to reschedule with this company.Order/Tracking number: none

  Business Response

  Date: 12/15/2023

  Hello *****, 

  We have reviewed your request and refunded your Ally loan in full. If you have any questions pertaining to your Ally/loan, please reach out to them for further assistance. 

  On behalf of all of us at Removery, we thank you for your business and we wish you all the best!

  Thank you, 

  *************************
  Client Relations Specialist
  ************

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a consultation with Removery in ********, ** on October 6, 2023 at 10:00 a.m. I had a tattoo applied on September 16th and there was one extremely tiny area on the tattoo that was a "blowout," and I wanted that area lasered and removed. The person at the front desk, who saw the area, said it would probably only take one session to remove it since it was so tiny, and that I should wait 6 weeks to have it treated. On October 31, 2023 at 3:15, I had the laser treatment for $177, at which time the tech told me I would most likely need one to two more treatments at $177 each and that I would have to wait 3 to 6 months before I even had the next treatment. I KNEW I made a huge mistake going to Removery as soon as I left. Both the front desk person and the tech were very young.....in their early 20's....and I soon realized that they lacked professionalism and experience and that Removery, as a business, is nothing more than a "cattle drive," making tons of money by ripping people off. Soon after, I sought out a PROFRESSIONAL laser tattoo remover professional and learned that (1) $177 for a removing a TINY blowout is robbery and (2) there is absolutely NO reason anyone needs to wait 3-6 months for a subsequent treatment. I went to that laser technician and within ONE treatment, already saw results. I will probably need one more treatment, but the payment per session is nowhere near $177 and the tech is professional and has years of experience. Needless to say, I will NEVER patronize Removery again, and I will discourage others from going there. I got absolutely nothing for $177 and to think if I had continued going for several more treatments on ONE TINY area, I would have ended up spending over $500!!! What GREED by the company! I'm requesting a refund.

  Business Response

  Date: 12/12/2023

  Hello ****************,
  
  Thank you for reaching out to Removery. At the time of your free consultation, we did review the Informed Consent which outlines possible side effects and outcomes of tattoo removal. I have attached a copy of your signed document to this response. I have also attached your signed payment agreement that explains we do not issue refunds.
  
  Tattoo removal is a process and the number of treatments needed until there is no more removable ink will vary from person to person. Tattoo removal outcomes can be difficult to predict based on a variety of factors. Some of the most common factors include:/

  -Ink color there are endless types/brands of tattoo ink and an infinite number of techniques used to apply tattoos. Every human canvas is unique and reacts to treatments and processes ink particles differently
  -Type of ink synthetic ink has higher metallic components which makes it more difficult to remove
  -Location areas of the body that are furthest from the heart can take more time to remove
  -Skin pigment the level of melanin in skin competes with the tattoo ink for laser absorption.  The higher the melanin content the longer treatment is needed and may result in reduction not complete removal
  -Tattoo density and layering denser / layered tattoos take longer to remove due to more ink particles within that space
  -Pre-Existing Scarring scarring can impede blood flow, therefore decreasing the immune systems ability to clear *************.
  -Lifestyle factors such as smoking, sun exposure, improper aftercare can all adversely affect speed of removal
  -Pre-existing medical conditions and medication use
  -Ink allergies
  -Tattoo Age - new tattoo ink may exist in both the deep dermis, but also the superficial epidermis, and therefore require fewer treatments. Older tattoos are often encased in fibroblasts buried in the dermis requiring more treatment sessions.

  The fact that our studio recommended you wait to have your tattoo treated shows that we evaluate each client and recommend what we feel is best for their tattoo and for the integrity of their skin. We offer single treatment options (which you chose), 3-treatment packages, and complete removal packages. Your first treatment provided by Removery started the process of breaking down the ink in your tattoo. Tattoo removal is a process and for most clients complete removal takes anywhere from **** sessions. Most clients will not see a drastic change after just one treatment, but the treatment was still provided, and we would have been eager to keep working with you, but you chose to go elsewhere for remaining treatments. We are unable to issue any refund for the removal service provided. 
  
  Removery successfully serves thousands of customers every year across 150+ studios in 3 countries (US, ****** and *********) and we have completed over one million treatments. We recognize the decision to embark on tattoo removal is a not a decision made without much thought and research. We have built an excellent reputation based on the service we provide.?We certainly welcome you back if you decide youd like to continue your removal journey with us in the future.?On behalf of all of us at Removery, we thank you for your business and we wish you all the best! 
  
  Warm Regards, 
  *****************************
  Client Relations Specialist? 
  ************ 

  Customer Answer

  Date: 12/12/2023

  Complaint: 20958641
  
  I am rejecting this response because: At NO time did ANYONE on your staff EVER tell me my treatment could take up to TEN sessions for the removal of my TINY blowout. NEVER would I have agreed to even ONE treatment if that was truly the case and said to me, which it WASN'T. Again, I will let as many people I know NOT to patronize your business. It may do you well to coordinate what your contracts say with what the customer is actually being told initially by the staff. I am VERY happy with the PROFESSIONAL I am seeing now at this time, at a different legitimate business, where ONE treatment made a visible difference in the fading of the TINY blowout, and for a fraction of the price your company is greedily charging.
  
  Regards,
  
  *************************

  Business Response

  Date: 12/13/2023

  Hello ****************,
  
  We stand by our decision to not refund as you were aware of the price for one treatment being $177.00 at the time of the consult, you agreed to it and signed a payment agreement with the price explained, and you did receive the treatment. It is very likely that you are seeing good results now because your tattoo only needed a few sessions and Removery is happy to have provided the first treatment that started the process. We wish you the best.
  
  Warm Regards, 
  
  *****************************
  Client Relations Specialist? 
  ************ 

• Initial Complaint

  Date:11/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started my "journey" with Removery in July 2021. At the time of signing consents, I was told the average amount of sessions is *****, possibly more or less depending on compliance and ink age/quality. Of course, I believed this! It has now been well over 2 years and 16 treatments later and I have MINIMAL results. I have been extremely compliant with treatment and have been told by multiple employees that I'm just a rare case. Of note, my tattoo is a small arrow with a little feather on the back of my wrist. The ** of Clinical Operations validated my dissatisfaction and told me she would escalate my case to the department that would handle my refund. Client Relations has adamantly refused to refund my money and expects me to continue to wait out this "journey" that appears to have no end in sight. Reading all of these complaints and knowing that I'm not alone is disconcerting, Removery. Obviously, you are not communicating effectively if all of these customers feel deceived. I was told my trust and satisfaction are of "paramount" importance to your company. If that is the case, you shouldn't pick and choose who receive full and/or partial refunds. This process has been very financially, physcially and mentally taxing. You should do right by ALL of us and rectify our cases.

  Business Response

  Date: 11/10/2023

  Dear *********,

  I understand that our VP of Regional Operations has spoken with you regarding your account request and next steps. I hope are satisfied with the resolution but please feel free to reach out if I can be of further assistance.

  On behalf of all of us at Removery, we thank you for your business and we wish you all the best! 

  Warm regards,
  

  *****************************
  Client Relations Specialist
  ************

  Customer Answer

  Date: 11/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:11/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The services rendered for tattoo removal was not quality. They wanted to discontinue services as they could not advance with treatment. They are stating I have lifetime treatment. I no longer want to do business with this company.

  Business Response

  Date: 11/03/2023

  Hello ********,
  

  Thank you for reaching out to Removery. I reviewed your account and unfortunately, we are not able to offer any refund. When you purchased this complete removal package on 5/22/2021, an Informed Consent was reviewed and signed which outlines possible outcomes of tattoo removal; there is even a special section about skin types IV, V and VI. I have included a copy for your review. It does mention the risk of hypo as well as the fact that:  "It may not be possible to completely remove all evidence of ink for patients with skin types IV, V and VI."
  
  When you first reached out with concerns about the results and possible side-effects of removal, our VP of Clinical Operations did review your file and reached out to regarding her recommendations. She did advise that we feel comfortable treating you again but with the risks in mind you decided not to proceed, which of course is your right.
  
  The number of treatments that you received so far with this package hold a higher value than the cost of your removal package, as each treatment is worth $377. You had 6 treatments with us, and 6 X $377 = $2,262. Your package price was $2,151. I share this so you know it was still the best value to purchase a package versus paying for each session individually.
  
  Please know that we remain committed to working with you, and your package never expires. If technology comes on the market in the future that will treat the colors on your skin tone, you would be welcome to come back in and have as many treatments as needed. The offer does still stand that you're welcome to come in for another treatment now; if you should decide you'd like to do so please just reach out and I'd be happy to get you scheduled. 
  
  Warm regards,

  *****************************
  Client Relations Specialist
  ************

  
  

  Customer Answer

  Date: 11/06/2023

  Complaint: 20821486
  
  I am rejecting this response because I will not longer use the company.  I do not trust their business practices.  I had to wait **** weeks to get treatments.  I got blisters from one of the treatment. During my last time visiting the clinic, I was told that I would not be able to be treated. They wanted to treat me again, I am not trusting their judgment. I want my money back.  A life time package is unacceptable.  I do not want to deal with this company again.
  
  Regards,
  
  ***************************

  Business Response

  Date: 11/07/2023

  Hello ********,

  I understand that youre not happy with the resolution because we are unable to issue you a refund. You mentioned having to wait **** weeks to be treated and that is our normal protocol. Each time a client is treated, the technician will recommend the amount of time to wait between treatments based on multiple factors, including skin type and how far along the client is in the removal process. In each removal session, the laser breaks down the ink into smaller and smaller particles. When theyre small enough, your body can flush them away naturally. So we leave time between sessions to give the body time to remove as many of these smaller particles of ink as it can. It would not be beneficial to receive treatments more often than recommended.
  
  The offer stands that you are welcome back at Removery, and please know your package never expires. I realize youve indicated that youre not interested to continue removal at this time; if you decide to resume in the future please know that we would be happy to perform another treatment and then have our Clinical team review the progress along the way. 

  Sincerely,

  *****************************
  Client Relations Specialist
  ************

• Initial Complaint

  Date:10/30/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wasnt ready to start my tattoo removal process and they signed me up and at the same time they didnt give me the $100 off that day that they said they would it was a promotion they were doing. I just want my money back and to move on. I also have lost my job and have things in life that have come up.

  Business Response

  Date: 11/07/2023

  Dear ********************, 

  I left you a message regarding your account request. I hope you will be satisfied with the resolution but please feel free to reach out if I can be of further assistance. On behalf of all of us at Removery, we thank you for your business and we wish you all the best!

  Warm regards,
  

  *************************
  Client Relations Specialist
  ************

  Customer Answer

  Date: 11/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:09/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a package through Delete tattoo in ******* ******* for over $3500 for tattoo removal including numbing injections as this process is extremely painful. Shorty after Removery purchased Delete tattoo and stopped doing numbing injections as they claim in delays process. *** tried doing this process since without numbing and it is excruciatingly painful. Im am extremely discouraged and disappointed after my last visit as the tech told me it will be another 6 to 8 sessions due to stubborn ink I cant continue this process because the pain is unbearable and leaves me with a headache and neck pain from straining during the removal process. I do not want a full refund as I did use partial service but I am asking for a partial refund of at least half my money and I dont not want to continue service.

  Business Response

  Date: 10/04/2023

  Hello ****************, 
  
  Thank you for reaching out. Please know that we do care about your concerns, and we value you as a client.
  
  As we discussed today,we are unable to offer any refund as both Removery as well as the former company have a no refund policy. Even if there was a valid reason for a refund (for example a medical exception), the value of the treatments you have received under your Complete Removal Package is greater than the cost of the package, so thered be no refund left to issue.
  
  While we are not able to offer you any refund, we absolutely would love to continue your tattoo removal journey together. We cannot make the process of removal completely painless, but we have some options that have helped other clients to feel more comfortable during the treatments. Wed be happy to try those options and see what may work best for you. We remain committed to your removal process and look forward to hearing back.
  
  Sincerely,  
  
  **************************;
  Client Relations Specialist 
  ************ 

  Customer Answer

  Date: 10/04/2023

  Complaint: 20673827
  
  I am rejecting this response because: I am still weighing my options as the only ones given to me are break up the treatment which means I have to drive 30 minutes out of my way more often or just deal with the pain due to Removery buying out the company I originally bought the package with numbing through. Doesnt seem fair either way so I will have to see what my next step will be. I may be forced to file with attorney general.
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 10/04/2023

  Complaint: 20673827
  
  I am rejecting this response because: I am still weighing my options as the only ones given to me are break up the treatment which means I have to drive 30 minutes out of my way more often or just deal with the pain due to Removery buying out the company I originally bought the package with numbing through. Doesnt seem fair either way so I will have to see what my next step will be. I may be forced to file with attorney general.
  
  Regards,
  
  ***************************