Complaints

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

close

Find a Location

Removery has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:01/15/2025

  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 am requesting a refund of $400 for the microblading removal service I received at Removery Bayview, **, on 1/14/2025. Misrepresentation of the procedure and failure to deliver services with reasonable care and skill have caused significant distress and unacceptable results.Upon arrival, I filled out paperwork and expressed my concern about my brows pulling red after removal. The front desk assured me that if this occurred, it could be resolved with a subsequent pass. I was told my olive skin tone would not pose complications and that the procedure was safe. Staff showed before/after photos and claimed their new procedure could achieve full removal, often in one session.Before the procedure, a patch test was conducted. I noticed redness and brought it to the technicians attention. She dismissed my concern, claiming it was temporary inflammation and not an indicator of the final result. She confidently urged me to proceed, so I reluctantly agreed.After the full removal, my brows pulled redexactly as I feared. Staff dismissed my concerns again, attributing it to inflammation, though it was clear the ink had turned red. They later admitted my skin tone was too dark to target red tones without risking hyperpigmentation, contradicting earlier assurances. They informed me further treatment wouldnt be possible and suggested re-microblading my brows, defeating the purpose of removal.I sought a second opinion from a reputable clinic in *********. They confirmed the ink had turned red, my skin tone is suitable for treating red tones, and the issue can be resolved. This directly contradicts Removerys claims and highlights their lack of expertise. The second clinic also stated they frequently treat dissatisfied Removery clients.Removerys false assurances, misleading advertising (including Instagram claims that their laser works on dark skin), and lack of accountability violated consumer protection laws. I demand a full refund for this botched procedure.

  Business Response

  Date: 01/20/2025

  Hello, 

  This is ****** with Removery Client Relations. We have addressed your concerns with your treatment and have come to a resolution. An email was sent to your direct email with the resolution. 

  Please do not hesitate to reach out if you have any questions. 

  Thank you, 

  ****** ******
  Client Relations Specialist
  P: (Calls)************
  E: ********************************************************
  W: ****************************

  Customer Answer

  Date: 01/23/2025

  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,
  
  Gazelle Liss

• Initial Complaint

  Date:12/27/2024

  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.

  I had a very bad reaction to their treatment after completing the 1st treatment. I called on 11/8 asking to cancel and they rescheduled instead and stated I could not come until I was healed from last appointment. The studio in my area is also fully booked all of the time due to it is the only locating within the ******* area

  Business Response

  Date: 01/03/2025

  Hello Ms. ********************** you for reaching out to Removery through the BBB. I have tried to call and email you to discuss your concerns directly, but I have not heard back.

  You purchased a Complete Removal Package on 9/7/2024 and signed our 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.

  I do not see any record of you reaching out previously with any treatment concerns, but we take those very seriously and our Clinical team can review the reaction you had to ensure it was a normal side effect of removal.

  You filed a bank dispute to dispute the entire $900 down payment and I responded to the bank to show the charge was valid. We at Removery have not received a decision yet from the bank as to the outcome of the dispute, but we stand by the charge being valid and we do not issue refunds. Our Detroit studio does have availability and Id be happy to get you scheduled if you do wish to proceed in that case we can reset the in-house financing that was agreed to in the payment agreement and I can get you in next week. We would love to remain part of your removal journey!

  I would be happy to discuss this further with you if you will please return my call or email.

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

  Business Response

  Date: 01/03/2025

  Hello Ms. ********************** you for reaching out to Removery through the BBB. I have tried to call and email you to discuss your concerns directly, but I have not heard back.

  You purchased a Complete Removal Package on 9/7/2024 and signed our 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.

  I do not see any record of you reaching out previously with any treatment concerns, but we take those very seriously and our Clinical team can review the reaction you had to ensure it was a normal side effect of removal.

  You filed a bank dispute to dispute the entire $900 down payment and I responded to the bank to show the charge was valid. We at Removery have not received a decision yet from the bank as to the outcome of the dispute, but we stand by the charge being valid and we do not issue refunds. Our Detroit studio does have availability and Id be happy to get you scheduled if you do wish to proceed in that case we can reset the in-house financing that was agreed to in the payment agreement and I can get you in next week. We would love to remain part of your removal journey!

  I would be happy to discuss this further with you if you will please return my call or email.

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

  Business Response

  Date: 01/03/2025

  Hello Ms. ********************** you for reaching out to Removery through the BBB. I have tried to call and email you to discuss your concerns directly, but I have not heard back.

  You purchased a Complete Removal Package on 9/7/2024 and signed our 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.

  I do not see any record of you reaching out previously with any treatment concerns, but we take those very seriously and our Clinical team can review the reaction you had to ensure it was a normal side effect of removal.

  You filed a bank dispute to dispute the entire $900 down payment and I responded to the bank to show the charge was valid. We at Removery have not received a decision yet from the bank as to the outcome of the dispute, but we stand by the charge being valid and we do not issue refunds. Our Detroit studio does have availability and Id be happy to get you scheduled if you do wish to proceed in that case we can reset the in-house financing that was agreed to in the payment agreement and I can get you in next week. We would love to remain part of your removal journey!

  I would be happy to discuss this further with you if you will please return my call or email.

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

  Customer Answer

  Date: 01/03/2025

  Complaint: 22733704
  
  I am rejecting this response because:

  I did call you 800 number and was promised calls back and never received them PRIOR to the bank dispute and changing my number. At this time, please charge me for my one appointment and refund me. 
  
  Regards,
  
  **** *********

  Business Response

  Date: 01/07/2025

  Hello Ms. ****************** received your reply and while I understand youre not happy with the outcome, this is our final decision. We do not issue refunds, and that information is available on our website and in your signed payment agreement. You have paid enough to receive one more treatment; if you should ever decide to use that just reach out and I am happy to get you scheduled! I have stopped all the future payments and expired the removal package. Please take good care.

  Sincerely,

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

  Customer Answer

  Date: 01/07/2025

  Complaint: 22733704
  
  I am rejecting this response because: per your website 

  All package sales and all Services are non-refundable except in the following circumstances:
  Our medical director determines or agrees that in his/her sole discretion that you are no longer an appropriate candidate to receive treatment due to a medical condition. If you have commenced treatment the refund will be equal to the number of outstanding treatments that have not been performed at the discounted package price per treatment, less a $100 administrative fee. The refund will be processed and returned to you within 45 days in the same manner as previous payments were collected where possible.
  Except in accordance with the above conditions and applicable state law, all fees and Services are non-refundable. All other refund requests must be reviewed by our management team 

  
  
  Regards,
  
  **** *********

  Business Response

  Date: 01/13/2025

  Hello Ms. ****************** understand you are still requesting a refund, but the refund is denied. This is in line with our refund policy outlined on our website and in your signed payment agreement. The bank dispute you filed was responded to with evidence to show the $900 charge was valid, and the bank decided in our favor. We stand by the refund policy.

  If you would like to speak with our Clinical team regarding your treatment concerns I would be happy to coordinate that. Many clients become concerned with blistering or other normal side effects, but of course we are willing to review your individual side effects to see if there is anything concerning enough to avoid more treatments. If it was determined that you have a valid medical reason to not proceed, we would issue a partial refund (less the value of treatments received).

  As previously mentioned, you have paid enough to receive one more treatment; if you should ever decide to use that just reach out and I am happy to get you scheduled. I have stopped all of the future payments and expired the removal package.

  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 and our dedication to our clients, and we hope that you will give us the chance to provide another treatment.

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

• Initial Complaint

  Date:12/03/2024

  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.

  I signed up for a removal tattoo package but I have been having negative reactions to the treatment so I am just trying to get my money back

  Business Response

  Date: 12/10/2024

  Hello ****, 

  Thank you for speaking with me today. As we discussed, what you were experiencing to the treatment is normal. We look forward to seeing you at your next appointment and would be happy to address any further concerns. 

  Thank you, 

  ****** ******
  Client Relations Specialist
  P: (Calls)************
  E: ********************************************************
  W: ****************************

  Customer Answer

  Date: 12/11/2024

  Complaint: 22632861
  
  I am rejecting this response because: these responses to not seem normal. I am having a generalized allergic response to the treatment. *******************, scarring, redness, and drainage. 
  
  Regards,
  
  **** ******

  Business Response

  Date: 12/20/2024

  Hello ****,
  
  One of our Medical Professionals attempted to go over your concerns with you back in September. You informed us at that time that your concerns appeared to be getting better and that you would like to continue treatment. We would be happy to have someone from our clinical team reach out to go over your treatments/concerns more in detail.

  
  I have attached a copy of your Informed Consent that reviews possible side effects with the treatment for your records.
  
  If you would like to speak with someone from our clinical team,please do not hesitate to reach out.

  
  Thank you,

  
  ****** ******
  Client Relations Specialist
  P: (Calls)************
  E: ********************************************************
  W: ****************************

  Customer Answer

  Date: 12/23/2024

  Complaint: 22632861
  
  I am rejecting this response because: I have repeatedly tried to reach a clinical specialist; however, the representative refused to let me through to one. I will attempt to call again. If I am unable to reach you guys. Please call ********** Im available most every day to chat, aside from Friday, Saturday, Sunday. Your attached form does not state that ******************* is an acceptable side effect for treatment.
  
  Regards,
  
  **** ******

  Business Response

  Date: 12/26/2024

  Hello ****,
  One of our Medical Professionals attempted to go over your concerns with you back in September.
  You informed us at that time that your concerns appeared to be getting better and that you would
  like to continue treatment. We would be happy to have someone from our clinical team reach out
  to go over your treatments/concerns more in detail.
  I have attached a copy of your Informed Consent that reviews possible side effects with the
  treatment for your records.
  If you would like to speak with someone from our clinical team, please do not hesitate to reach out.
  Thank you,
  ****** ******
  Client Relations Specialist
  P: (Calls)************
  E: ********************************

• Initial Complaint

  Date:11/12/2024

  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 started my journey in ******, and was told it would take 8-10 treatments to remove my tattoo. I purchased 5 treatments. After completion, I purchased another 5-treatment package. 3 treatments in I moved to *****, and I continued my treatment there. Unfortunately, after all 10-treatments, there was still quite a bit of ink visible. I purchased an individual session, as it was getting quite costly. After that session, I was told I would need at least 5 more sessions. I relented and bought another 3-session package.After only one treatment, I had to move again to **************. I still had 2-sessions left, but unfortunately there are NO treatment centers in **. The first time (session 2 of 3) I was closest to *******. For my last session, I decided on ********* since this is now the closest for me (8-hr round trip without traffic). Since I couldn't see myself drive 4+ hours after my laser treatment, I booked a dog sitter for my two dogs, and a hotel in *********. The appointment was confirmed 3 times via text and emails. However when the appointment day arrived, and I was already almost 2hrs into the drive up - they cancelled! I called right away to see if they could fit me in at any other (of the 3) locations in *********. They told me no. I told them I had already spent $150 for my dog sitter, and another $200+ for the hotel that was at this time no longer refundable. Combined with the gas, I was almost out of $500. I spoke extensively with ******************* and then received an email from ******* *********, the Regional Manager. I responded to his email explaining the entire situation, but received no response. I followed up with another email; no reponse. Not only did I spend thousands of dollars on getting this tattoo removed (and it's not gone), now I get to eat $500 - and still have ink in my skin. I wish I would've never started! I feel misled and mistreated.

  Business Response

  Date: 11/15/2024

  Hello *******,

  Thank you for discussing your request and concerns with ******* and myself.

  I am glad we were able to come to a mutually agreeable resolution together. We greatly appreciate your business and we are glad to have been part of your removal journey. If we happen to open a studio near you or if you move somewhere with a Removery studio nearby, we welcome you back. Take care!

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

  Customer Answer

  Date: 11/16/2024

  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:10/31/2024

  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 prepaid $2700 for tattoo removal. I got 3 sessions then they closed for months. They will not refund me saying I can come in a few months when get new employees. I did not get the treatment promised in the time promised.

  Business Response

  Date: 11/08/2024

  Dear ******,

  Thank you for reaching out to Removery through the BBB. Thank you for speaking with me. I am happy that we were able to come to a resolution. If you ever have any questions, please do not hesitate to reach out. 

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

  Customer Answer

  Date: 11/08/2024

  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,
  
  ****** House

• Initial Complaint

  Date:10/29/2024

  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.

  April 23rd 2024 I was seen at the Removery in ******* ******* for a consultation. I have a tattoo that is very light in color and a hard color for most devices and places to treat until removery said their advanced laser could. It is a light pink color. During the consultation they assured me that they could in fact treat and remove this pigment. I have had two treatments, both after which the treatment area had so little signs of treatment which I barely even feel that I contacted the company about a refund! They told me the first time they treat at a super low level to help breakup the ink but it seemed like they just wanted to use one of the treatments in my package. They mis scheduled me and another customer so they rushed me in and out. I am a medical esthetician who is trained and licensed in the state of ******* and this place lied to me when they assured me they could remove this very difficult pigment and scammed me out of money! Judging by the condition of the skin after the treatments they are not turning the laser up to the level it needs to affectively treat my tattoo! As a trained and licensed esthetician I am aware of the safety protocols in place and either their staff isn't trained correctly or they are trying to lengthen the treatment regiment for financial gain! I drove an hour to this location because they assured me they could remove the tattoo and they told me because of the age, size, skin tone and lack of sun exposure it would only take 3 treatments. That wasted over 6 hours of my life and over $500 on false promises, improperly trained staff or people willingly misleading me. I have emailed, I have called and left messages I have used the contact from the website and no response!

  Business Response

  Date: 11/01/2024

  Hello *******,

  Thank you for discussing your request and concerns with me. I am glad we were able to come to a positive resolution together.

  From all of us at Removery, we look forward to continuing to be a part of your tattoo removal journey!

  Warm regards,

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

  
  

  Customer Answer

  Date: 11/05/2024

  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:09/05/2024

  Type:Sales and Advertising 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.

  This business is a tattoo removing company. When I initially reached out to this business in March 2021, they gave me a few options. 1 session for about $400 3 session pack for about $700 Unlimited Session pack for about $1800 The key is that they told me, the 3 session pack is what they would recommend because if I end up needing more, I can apply the $700 credit to the unlimited pack when I am going for my 4th session. That means during my 4th session I can pay ~$1100 and have the unlimited session pack. That was the deal they told me I can have by buying the 3 session ********* forward to August when I finished my 3rd session, I was ready to upgrade to the unlimited pack. They told me that they will not honor that any more. Like what??? The ONLY reason I bought the 3 session pack is because this deal was promised to me. You cant just take away a deal when it was offered and the SOLE reason I bought the 3 session pack. This is scam. This suggests that I paid for a product that was promised to me, but was not honored by them.What is worse is that it is hard for me to contact my credit card company because it was over 3 months ago. And I believe they knowingly know this too. They promise people something that they cant complain about until months later. Very shady business.

  Business Response

  Date: 09/09/2024

  Dear Mr. ***************** you for reaching out to Removery through the BBB. Please know that we value your business, and that we would love to continue working with you on your removal journey.

  I would be happy to discuss your concern and request with you. I am certain we can resolve this in a satisfactory way. I have tried calling and emailing you but have not yet heard back, so please return my call or reply to my email so that we may further discuss next steps.

  I sincerely hope we can connect today to resolve your concern!

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

• Initial Complaint

  Date:08/15/2024

  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.

  This transaction began on 3/29/2024 and the amount of money paid was $2,707.00. The business committed to providing me unlimited treatment if I took out this promotional loan with them. However, not only am i dissatisfied with the treatment in which I received, they stated that the loan would not accrue interest at the time of signature, however it very much did with an APR *****%, and while I have been paying the required payment amount of $110.50/month because of the interest, the loan has only been reduced by $185.00 because of a loan with interest that I was lied to about, claiming no interest would accrue. Furthermore, the payment with the encouraged monthly payment with the interest will not meet the payoff date of 18 months. The business has failed to resolve the problem, only suggesting I look into continued rescheduling. I was falsely advertised to by the customer sales representatives at ********************** tattoo.

  Business Response

  Date: 08/23/2024

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

  This is ****** with Removery Client Relations. Thank you for speaking with me today.
  To address any treatment concerns, there has only been 3 treatments provided thus far. Tattoo removal is a series of treatments to get the desired results. This is why the Complete Removal Package is the best option. It allows you to receive as many treatments as necessary until there is no more removable ink.

  The loan that you agreed upon is an 18 month interest promotion/36 month term. It is outlined in their terms that if you were only to pay the $110.50/month, that there will be interest charged. If you were to pay the $150.39/month within 18 months, there would not be any interest. Ally/Synchrony is a separate company than Removery. This is why they have their own terms that you have to agree with before any funds are released. If you have any further questions concerning your loan, please feel free to reach out to them directly.

  We previously spoke concerning your refund request. We went over that we do have a signed Payment Agreement that does state any payments made to Removery are nonrefundable.

  We would be happy to continue your tattoo removal journey and address any other concerns you may have. Please feel free to reach out at your convenience.

  Thank you,

  *************************
  Client Relations Specialist
  P: (Calls)************
  E: ********************************
  W: www.removery.com

• Initial Complaint

  Date:07/25/2024

  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.

  On 3-27-2024 I had a consultation with the staff at Removery South Windsor for tattoo removal, everything sounded good and I was prepared to start the process so I paid for my initial treatment plan. During the first session I noticed something was off. There was literally no pain or the "Frosting" of the skin that I've seen in every tattoo removal video I've watched prior to this and believe me, I did my research. After that session I had a consultation with a dermatologist, and was told that they could have used a higher energy and do this on purpose under the guise of being cautious as to not damage the skin. After speaking to an employee (whistleblower) at that location, (will not name this person so they don't get in trouble) they in fact pulled me aside and told me about the scam. They are told by upper management to use the lowest energy possible in order to slow the process and in turn earn more money from unnecessary treatments. This employee told me to not do further treatments there and instead ask for a refund of the unused treatment and to go to an actual dermatologist as they will use higher energy and cost me less money. At no point during the consultation was informed there was a no refund policy until their customer service contacted me earlier today. They refused to refund my money and want to urge anyone that is looking into tattoo removal to seek a licensed dermatologist instead of places like Removery. The Dermatologist told me they could have my tattoo removed in as few as 5-7 sessions where as Removery would take 30 plus sessions. This is a scam to take you for as much money as possible AND THIS WAS TOLD TO ME BY THE EMPLOYEE!

  Business Response

  Date: 08/04/2024

  08/02/2024
  
  Hello ***********,
  
  This is ****** with Removery Client Relations. Thank you for reaching out.

  I can assure you, we are not a scam. We have over 150 locations in the **, ******, and *********. Safety and effectiveness is our goal. The settings on the device depend on your skin type and the ink within the tattoo.

  As we discussed previously, treatment results vary from person to person depending on the tattoo and how your body reacts to the removal. Some people experience more frosting than others depending on how saturated that tattoo is with ink.

  You purchased one session and was partially treated. Like we discussed, there will not be any results after just the one treatment. Typically,our clients purchase a Complete Removal Package at a set price that allows the client to receive as many treatments as necessary until there is no more removable ink.

  When we spoke, we went over that you submitted a refund request. These requests are handled by our Client Relations department. There was no mention of any other conversation that you had within our studio.

  I attempted to go over your account in further detail. I left a voicemail with my direct number. Please give me a call back at your earliest convenience.

  Thank you,

  
  *************************
  Client Relations Specialist
  P: (Calls)************
  E: ********************************
  W: www.removery.com

• 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,
  
  ***********************