Business Profile

Tattoo Removal

Removery

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Complaints

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

Customer Complaints Summary

34 total complaints in the last 3 years.
11 complaints closed in the last 12 months.

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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:08/29/2023
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.
I visited Removery for a full tattoo removal consultation with *****. I was informed that my high-intensity full sleeve tattoo could be completely removed in 15 to 20 treatments. After purchasing the complete removal package, my first treatment resulted in severe blistering, fluid-filled blisters, and intense itching, preventing me from working, exercising, and sleeping for about two weeks. The second treatment produced the same painful reactions, along with new symptoms like severe depression.For the third treatment, I decided to treat a smaller area, hoping to minimize the suffering. Unfortunately, I experienced the same severe symptoms as the previous treatments, including blistering, itching, discomfort, depression, and sleep deprivation. A week after the third treatment, I developed full-body hives, causing breathing difficulties on the second night. Despite reaching out to Removery, my concerns were met with indifference, and I was offered the option to transfer my package to another person. When I mentioned small claims court, the client relations specialist abruptly ended the conversation.Having endured traumatic experiences and suffering, I sought a refund for the $4795 treatment package, but my request was denied. I believe my adverse reactions were far from normal and potentially life-threatening. I aim to involve the Better Business Bureau in my pursuit of a resolution.
Business Response
Date: 09/05/2023
Hello ************,
Thank you for reaching out to Removery. You purchased a Complete Removal Package on 6/20/2023 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.
When you first reached out with concerns about the side-effects of removal, our VP of Clinical Operations did review your file and reached out to you twice regarding her recommendations for after care. None of the reactions you had were abnormal and so there was no reason to stop treatment. You have had a total of three treatments with Removery so far and we feel comfortable to continue treating you, with oversight from our team of clinicians.
***** from our Client Relations team spoke with you by phone and explained that we do feel comfortable continuing to treat your tattoo. That offer still stands and I would be happy to schedule your next treatment. We would alert our clinical team of your next appointment and they would be happy to follow your progress very closely as we do want the best results for you, as we do for all of our valued clients.
Removery successfully serves thousands of customers every year across approximately 150 studios in 3 countries (US, ****** and *********)! 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 should you decide to embark on your tattoo removal journey again, we would gladly welcome you back!?Please let me know if you have any additional questions or concerns as I would be happy to help.?On behalf of all of us at Removery, we thank you for your business and we wish you all the best!
Sincerely,
*****************************
Client Relations Specialist
************
Customer Answer
Date: 09/05/2023
Complaint: 20535041

I am rejecting this response because:
I initially approached Removery with a full sleeve tattoo, featuring over 90% ink coverage and multiple colors spanning from my wrist to my shoulder. After conducting thorough research, it became evident that laser removal might not be suitable for my specific case due to the extensive coverage and high ink density.
My initial treatments targeted the front and inside of my forearm, below the wrist. Unfortunately, these procedures resulted in an unexpected and severe post-trauma response. Boils, larger than the size of a quarter, formed across the entire treatment area, requiring lancing. These boils continuously seeped for five days, causing extreme discomfort, preventing me from working or sleeping, and indicating an abnormal level of blistering.

Subsequently, the second treatment on the inside of my forearm yielded a similar post-treatment experience with boils of the same size and duration. The third treatment, performed on August 2, 2023, focused on a smaller area, but the outcome mirrored the previous sessions. Two weeks after the third treatment, I broke out in hives, starting at the treated arm and spreading to my torso, neck, armpits, groin, and scalp. This was accompanied by a concerning tightening sensation in my neck and some difficulty breathing, indicating a potentially life-threatening reaction. As of September 5, the hives persist.
Due to the persistent hives and the life-threatening respiratory distress symptoms I experienced, I had to cancel my September 6 appointment. I conveyed my inability to endure further treatments to *****, expressing concerns about sleep deprivation, discomfort, and the potential for another life-threatening episode. Regrettably, ***** appeared indifferent to my apprehensions.

While I am genuinely committed to having the tattoo removed, I find myself in genuine fear for my life at this juncturethis is not an exaggeration. Additional research uncovered that the colors red, green, and blue, which my tattoo comprises, are prone to causing allergic reactions and have been banned in some countries due to potential carcinogenic properties. I now worry that further ink removal attempts may exacerbate my hives and potentially introduce carcinogenic ink particles into my lymphatic system and other parts of my body.

During my consultation with *****, there was no mention of the unique circumstances and risks associated with these color inks. He did not communicate that I might not be an ideal candidate due to the extent of ink coverage and saturation. I was initially informed that it would take approximately ***** treatments for a full removal, but it now appears that it may require ***** treatments or more.

I believe that ***** should have been more transparent about the challenges and potential duration of my case. Given the extent of ink coverage, enduring 2-3 years of the trauma and potentially life-threatening hives is untenable for me. Consequently, I am seeking a refund for the complete removal package, excluding the three treatments that have been administered. I implore you to carefully consider my genuine fears and concerns, and to review my case with the utmost seriousness while assessing my request for a refund.

Regards,

*******************
Business Response
Date: 09/12/2023
Hello ************,

We are sorry to hear that you dont wish to continue with removal. Please know that we do care about your concerns and that is why our VP of Clinical Operations reviewed your treatments and sent you recommendations on how to manage the histamine response that you experienced after your recent treatment. She is more than willing to monitor your future treatments to see how those recommendations help in terms of reducing any potential side effects.

At the time of your 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 want to address your concerns about cancer. Per our laser manufacturer, the laser uses non-ionizing radiation and has not been linked to cancer. We follow all recommended guidelines to ensure the safety of our clients as well as our employees.

While we are not able to offer you any refund, we absolutely would love to continue your tattoo removal journey together and we welcome you to schedule your next treatment. Removery is an international company with a board of directors and clinical team, and we have completed over ******* tattoo removal treatments.

We want you to join the thousands of satisfied customers who have completed their tattoo removal journey with us! Please let me know if youd like to schedule your next treatment or if you have any additional questions for our clinical team.

Sincerely,

**************************;
Client Relations Specialist
************
Initial Complaint
Date:07/31/2023
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.
I purchased tattoo removal services from Removery LLC in October 2021 in ******, ***** for $12,900. Verbally I was assured that full removal of tattoos would take 1-2 years and everything would be removed without a problem. After over a year of inconsistent treatment, constant lowering of expectations by technicians, and long wait times for appointments, I decided to no longer proceed with the services. While receiving treatment, and upon ceasing treatment, I tried several times to reach Removery and resolve the situation but was disappointed at their poor customer service and communication. ********************** has not offered any refund for the services not provided, for the unsatisfactory service they did provide, or provide any resolution to the situation that any decent business would. This was one of the worst interactions with a business I have ever had.
Business Response
Date: 08/07/2023
Hello ******,
Thank you for reaching out to Removery. As I understand you purchased a Custom Complete Removal package with us on 10/26/2021. This package would provide you with unlimited sessions until all removable ink is gone. I understand that you are unhappy with the length of time that removal was taking and decided to get a cover-up done instead.
Tattoo removal outcomes can be difficult to predict based on a variety of factors, including ink color, type of ink, location on the body, ************** allergies, age of the tattoo, and more. The Informed Consent that was signed on 10/26/21 does state expected outcomes and possible complications of tattoo removal, and the fact that no guarantees can be made about final results.
We have a team of clinical experts who have reviewed your case in the past and determined that the treatments were done according to parameters.
Removery has a very strict no refund policy. So while we are not able to offer you any refund, we absolutely would love to continue on your tattoo removal journey together and we welcome you to schedule your next treatment. We would be happy to treat the tattoos that were part of your original package that you did not cover up. We hope you give Removery the opportunity to continue with your treatments.

**********************;
Client Relations Associate
P: ***************
E: *****************************
W: www.removery.com

Customer Answer
Date: 08/07/2023
Complaint: 20401654

I am rejecting this response because there was a complaint exactly like mine solved with a refund no more than four months ago (see attached).
A strict refund policy should not mean a company can take advantage of desperate customers by telling them one thing then making them sign another. If that's what your company stands for then I'll make that known to other potential customers wherever I can.

Regards,

***************************
Business Response
Date: 08/14/2023
Hello ******,
I understand that youre not happy with the resolution because we are unable to issue you a refund.
When a client terminates a package, they lose the discount benefit received when purchasing the package. The treatments received so far are charged at the pay-as-you-go price. The current pay-as-you-go price for a tattoo of your size is $1,842.86. Since you were treated in partials, we divided the cost in half resulting to a value of $921.43 per session received. You were treated a total of 17 times resulting the total value of services received at $15,664.31.
Because the value of the treatments you receive exceed the price of your package, thered be no refund to issue.
Here are the dates of treatments received:
May 24, 2023, Complete - Tattoo Removal -Custom
Nov 16, 2022, Partial - Package
Oct 19, 2022, Complete - Tattoo Removal -Custom
Sep 27, 2022, Complete - Tattoo Removal -Custom
Aug 17, 2022, Partial - Package
Jul 20, 2022, Complete - Tattoo Removal -Custom
Jun 22, 2022, Complete - Tattoo Removal -Custom
Jun 02, 2022, Partial - Package
May 11, 2022, Partial - Package
Apr 14, 2022, Complete - Tattoo Removal -Custom
Mar 22, 2022, Complete - Tattoo Removal -Custom
Feb 22, 2022, Partial - Package
Jan 28, 2022, Partial - Package
Jan 07, 2022, Partial - Package
Dec 16, 2021, Partial - Package
Nov 19, 2021, Partial - Package
Oct 26, 2021, Partial - Package
We would love to work with you and continue laser tattoo removal treatments but unfortunately you have decided to go another route. The offer stands that youre welcome back to continue the removal process with Removery, as your package never expires and allows for as many treatments as are needed until all removable ink is gone.

***********************
Client Relations Specialist
Removery, LLC
T: ************** (calls only)
T: ************** (texts only)
E: ********************************
W: www.removery.com
Customer Answer
Date: 08/14/2023
Complaint: 20401654

I am rejecting this response because although the entire cost for a complete pay-as-you-go session would have been $1,842.86, I was not even treated for half each time. I was treated for select colors (black only for over a year although it makes up less than 25% of my arm) on only a quarter of my arm each session therefore the cost should have been broken down to less than $460.72 ($1,842.86 / 4) a session by your estimation which going off of 17 sessions listed is less than $7,832.16. Out of the $12,900 originally paid, I feel I am owed a refund of $5,067.84 using your math.

Regards,

***************************
Business Response
Date: 08/25/2023
Hi ******,
Removery stands firm on the refund policy that is outlined in your signed payment agreement (which I have attached to this communication). We were doing a great job in delivering to you what we said we would and could do. You chose to get a large part of the tattoo covered up and we hope you love the result! Your package remains paid in full and you're welcome to treat the tattoos that were not covered up. I would be happy to schedule your next treatment at any time you are ready.
With regard to Removerys refund policy, we make two exceptions to our refund policy. One is for a client who moves two or more hours from any Removery studio and the other is for valid medical reasons. Your request did not fit into either of these categories. (Please note that even if you did have a valid reason for a refund, the value of the services you received exceeds the package price and so there would be no refund left to give.)
We will be closing out your request at this time and your package remains active and paid in full, for you to use now or in the future if you so choose. We appreciate your business.
Warm regards,

*********************** (She/Her/Hers)
Client Relations Associate
P: ***************
E: *****************************
W: www.removery.com
Customer Answer
Date: 08/25/2023
Complaint: 20401654

I am rejecting this response because Removery was absolutely not doing a great job hence this complaint. I also just stated why the value of the services received does not exceed the package price therefore I would be entitled to a refund with any company that takes customer satisfaction and fair business practices seriously. I now understand that is not Removery and will dedicate time to warning future potential customers.
Regards,

***************************
Initial Complaint
Date:07/07/2023
Type:Billing 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 went in for a consultation on 6/3/23 and was told that I would get two tattoos for the price of one since they are small. The guy then told me I needed to get a loan through Ally to pay for the removal and that they would pay Removery. In no way did the guy tell me I would be paying Ally AND Removery NOR that it would be a 12 month payment plan. He said that I could pay whatever amount I was comfortable with and that it will be LONGER than a year to pay back AND for the removal process. Come to find out that was not the case and the repayment amount is double than what was told to me and on your website cost of removal of one tattoo is **** so why am I paying more if one is **** and two for one means **** not more. This guy fed me misleading sales tactics and was not told it would cost this much. I had my daughter with me and she even agrees thats NOT what he said and not what I agreed to. I want a refund, I want all of this cancelled and I want for you to not mislead people and deceive them just to lock them into something they didnt know they were signing on for. I never would have agreed to pay that much since I knew and told the guy about the price on YOUR site and he lied and told me about a deal he can offer me if I sign up now. Do better. This is completely unacceptable. I am literally shaking at how deceitful this man was.
Business Response
Date: 07/11/2023
Hello! We are writing today regarding Complaint ID ********.
Removery was able to resolve ******************** concern and she will remain a client of ours. We modified the payment schedule in a way that works better for ****************. It was lovely to work with her and we are excited to remain part of her tattoo removal journey!

Sincerely,

*****************************
Client Relations Specialist at Removery
************
Customer Answer
Date: 07/11/2023
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. Thank you ****** for helping me so fast with this. I feel much better about everything now.

Regards,

*******************************
Initial Complaint
Date:04/25/2023
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.
I was mislead during my consultation and told my tattoo would be removed. After my 3rd treatment I was told that only the black ink was targeted. I have a colorful tattoo. I should have been denied. Not taken advantage of. After wanting to end the treatments. They charged me a ridiculous amount and agreed to refund a very small portion of what I finance. I feel very robbed by this company
Business Response
Date: 05/16/2023
REMOVERY!! The World's **********************
05/15/23

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

We hope this message finds you well and thank you for allowing us to address your concerns as Removery takes customer issues seriously. A thorough review of your complaint was completed and included all records and pertinent documentation pertaining to the issues communicated. An XL Complete Tattoo Removal Package was purchased for $3590.00 and treatment began 01/07/2023. The average client will need **** sessions spread out over **** weeks for complete removal of all removable ink.At a retail cost of $541 per XL treatment session, that retail price range is anywhere from $4328 - $6492 (and beyond as we dont stop tx until all removable ink is gone) hence why most clients choose to purchase our removal packages as it allows for a significant discount on the overall removal course!

Unfortunately, not all ink types/colors are removable in every skin type which is why we discuss this in detail with all clients at the complimentary consultation session and present our Informed Consent for our clients to read,certify, acknowledge and sign. This Informed Consent clearly explains the expectations and limitations of complete ink removal. In your specific case, we see that not only were you informed about the process, but you also acknowledged the consent that specifically states (copy attached with this letter):

- Clinical results may vary depending on individual factors, including but not limited to medical history, skin type, patient compliance with pre- and post-treatment instructions, and individual response to treatment.
- The *********** scale is the current and recognized method among the health and beauty community to classify and measure the amount of melanin in the skin. Having a skin type of IV, V, or VI means you naturally have more melanin in your skin. There is a greater risk for pigment changes in your skin and the treated area can become either hypopigmented (lighter or white) or hyperpigmented (darker) in color compared to the surrounding skin. This is usually temporary but is more likely to become permanent due to your skin type. The removal process for patients with skin types IV, V and VI may take longer than with other patients. It may not be possible to completely remove all evidence of ink for patients with skin types IV, V and VI.
- Tattoo pigments (ink) with low removal success: clients colored ink not part of the complete removal guarantee and any white ink hidden in colored ink - can oxidize and or may not be removable.

Additionally, the following was certified and signed as well:
- I certify that I have been fully informed of the nature and purpose of the procedure, expected outcomes and possible complications, and I understand that no guarantee can be given as to the final result obtained.
- I certify that I have been given the opportunity to ask questions and that I have read and fully understand the contents of this consent form.
- By signing below, I, ******************************* certify that I have read and understand the additional risks and complications that I may experience, and I consent to allow Removery to perform laser treatments on my tattoo(s).
- By singing below I acknowledge that I have been informed that the presence of these factors (tattoo pigments with low removal success) may impact my removal process and the end result may vary.

Next, as our client relations department received your concern on 4/15/23 and understood the complexities of it, we walked through our Refund policy and addressed your 3rd party lender dispute to provide a refund that was outside our Refund Policy as you agreed and signed for in our Purchase Agreement (copy attached) as well. We do understand that sometimes clients do not want to continue for various reasons and will work with that lender to allow for as much flexibility as we can. Based on your payment dispute, we did review your account, all treatments received and were able to provide a pro-rated refund of $1967.00 on 04/21/23 to your 3rd party lender loan. Additionally, our pro-rated refund calculations were discussed with you via phone and via detailed email that same day which outlined that when a client no longer wishes to continue services, the discounted benefit received at the time of purchase is forfeited. Because of this, the retail cost of the treatments received were deducted from the total paid in order to determine the refund amount. Here is the breakdown for your account:

Total Paid = $3590.00
3 XL Treatments @ $541 per session = $1623.00
Pro-Rated Refund Total = $1967.00 ($3590 - $1623 = $1967)
Based on all of the documentation in place, we provided the highest refund amount allotted for your specific case and will not be able to provide any additional money back.

Removery successfully serves thousands of customers every year across 120+ studios in 3 countries (**, ****** and *********)! 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 should you decide to embark on your tattoo removal journey again, we would gladly welcome you back! Please let me know if you have any additional questions or concerns as I would be happy to help. 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
************ / ************
***************************************
Removery, LLC

Customer Answer
Date: 05/16/2023
Complaint: 19980245

I am rejecting this response because: They just took my Money without providing a ******************** is deceiving.

Regards,

*******************************
Business Response
Date: 05/16/2023
Hello ********************,
You received services on three separate occasions and proof those treatments as well as photos are provided. The pro-rated refund decision remains the same and this will be our last response on the matter.

Warm Regards,
***********************
Client Relations Specialist
************ / ************
***************************************
Removery, LLC
Initial Complaint
Date:04/21/2023
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 recently went through with accepting a complete removal package for three different tattoos and went through with the first laser treatment the first day. A few days later I had a huge ******************* around the area that was treated and will not go away, atleast 4 weeks later it hasnt. *** had it looked at by my doctor and was diagnosed with keloids. Im afraid that this area will continue to worsen and I would like to cancel treatment because of this. I dont want this to happen in the other two areas that I have being treated also. Removery has no clear refund policy on their website and I have to make a 2+ hour drive for each appointment now and none of this is a favorable condition for me to want to continue treatments. I have contacted them but have yet to be contacted back yet. I would like to have a refund if possible so I can pay off the loan I had to take out through Ally.
Business Response
Date: 04/25/2023
Hello ************,
We have already connected a few times and we resolved your concern. I am so glad that you will be continuing your tattoo removal journey with us! We look forward to seeing you on June 1 at your next appointment. In the future if you have any concerns or questions, please feel welcome to reach out to me directly and I'll be happy to assist. Removery successfully serves tens of thousands of customers every year and we have built an excellent reputation based on the service we provide and our dedication to our clients. We appreciate you being one of those valued clients and look forward to celebrating your removal together in the future!
Warm regards,
*****************************
Client Relations Specialist at Removery
************
Customer Answer
Date: 04/25/2023
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:02/07/2023
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.
I moved from ******, ***** to *******************, **. I have been a nurse for 28 years. I notified them that I moved, and they offered to continue my treatments in **********-3 hours away- or ********** hours away. My last treatment was in September, yet they continue to charge me for services they can not provide, and refuse to refund my $74 payment on my credit card for 4 months. Can they charge me for services they can not provide?
Business Response
Date: 02/07/2023
Hello! We are writing today regarding Complaint ID ********.****************** committed to purchasing our tattoo removal services on 3/10/2022 and began a payment plan at that time. She signed a purchase agreement the same day, which is a legally binding contract that clearly outlines the terms and conditions of the service purchase. She received five treatments from her extra small complete removal package; those treatments were completed on 3/10/22,4/21/22, 6/15/22, 7/28/22, and 9/21/22.

On 1/31/23 ****************** called our contact center to explain that she had moved and was requesting a refund and cancellation of her package. I reached out and explained that while Removery has a strict no refund policy (which is clearly outlined in the payment agreement she signed), we do make exceptions for clients who move two or more hours from a Removery studio location. This client provided proof of the fact that she does live over two hours from a studio, and so I explained we will issue a partial refund.

When a client terminates a package, they lose the discount benefit received when purchasing the package. The treatments received so far are charged at the pay-as-you-go price. The current pay-as-you-go price for a tattoo sized at extra small is $177. ****************** paid Removery a total of $944.70. Five treatments at $177 each would equal a value of $885 for treatments received. $995.70 - $885 equals $59.70. This means the refund owed to ****************** is $59.70 and that was paid via check. I asked our accounting team to expedite this refund, as a courtesy, so the check was sent today by postal mail to the address provided.

****************** asked for a larger refund because she feels she paid her monthly installments but was not being treated. However, the monthly payments do not correlate to treatments. The monthly payments are payments toward the total cost of the removal package for which she signed a payment agreement on 3/10/22. It is unfortunate that ****************** feels the refund is not adequate, but her refund was calculated in the same way we calculate it any time we break up a package for any client.

Sincerely,
*****************************
Client Relations Specialist at Removery
************
Customer Answer
Date: 02/07/2023
Complaint: 19347134

I am rejecting this response because
Hello *****,

My name is ****** and I am with Removery - The World's **********************! I wanted to reach out to you to regarding your account request. Id be happy to talk with you about this further please give me a call or send me a text. My contact info is below.

Thank you for being a valued Removery customer and we look forward to connecting!

Warm regards,

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



I apologize, but I am a nurse and work 12 hour shifts. I do not understand why I have to pay for services I am not receiving.
Show quoted text
Hi *****,

I can absolutely cancel your future payments and expire the complete removal package. However, Removery is firm with the no refund policy except in the cases of medical reasons OR if a client moves 2+ hours from a studio. If either of those apply to you let me know and I can explain what is needed for proof of either. If you did have a valid reason for a refund, that refund would be just $59.70.

I do want to note that you have paid Removery a total of $944.70 and the package price is $1,090 so youre super close to paying it off! I can even waive the last in-house financing payment as a courtesy, and that means if you paid just $72.65 more, your package will be paid in full! The packages never expire and can be used at any Removery location so if you have any interest in continuing with removal that is your best bet by far!

Please let me know if youd like to take me up on this offer and have a great day!

Warm regards,

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



From: ************************* <**********************>
Sent: Wednesday, February 1, 2023 5:20 PM
To: ***************************** <**********************************>
Subject: Re: Your Removery Account Request

EXTERNAL EMAIL EXERCISE CARE WITH LINKS AND ATTACHMENTS

I apologize, but I am a nurse and work 12 hour shifts. I do not understand why I have to pay for services I am not receiving.

On Tue, Jan 31, 2023, 3:27 PM ***************************** <**********************************> wrote:

Hello *****,

My name is ****** and I am with Removery - The World's **********************! I wanted to reach out to you to regarding your account request. Id be happy to talk with you about this further please give me a call or send me a text. My contact info is below.

Thank you for being a valued Removery customer and we look forward to connecting!

Warm regards,

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



I live in *******************, **. I was not informed of this information. It is 3.5 hrs to ********** and 5 hours to ******. They asked me all that in October when I called to notify them of my relocation.
Show quoted text
Hi *****,

If you want the refund since you live so far from a studio, we can absolutely do that. It would be $59.70. We have to retain payment for the treatments you already received but can refund you $59.70 and cancel future payments. I just hate to see you lose the value of the package when the refund is minimal, but it is an option if thats your preference! Id just need proof of move, and that can be any of the following:

a bill (such as electric, water, trash, credit card, doctors office, etc.)

a rental agreement

an insurance statement (health, car, renters/homeowners)

finalized mortgage papers

new drivers license or State ID?

Show quoted text
I am referring this to my attorney, ********************. You cannot provide the service and I have not had a treatment since September. I have been charged October-January.
Show quoted text
Mailing address is:
P.O. BOX 533
****** ***, ** 76945
Show quoted text
Hi *****,

If you have just a moment to chat, I can explain everything in a short call. My direct line is ************.

Warm regards,

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



From: ************************* <**********************>
Sent: Thursday, February 2, 2023 11:30 AM
To: ***************************** <**********************************>
Subject: Re: Your Removery Account Request

EXTERNAL EMAIL EXERCISE CARE WITH LINKS AND ATTACHMENTS

Mailing address is:

P.O. BOX 533

****** ***, ** 76945

On Thu, Feb 2, 2023, 10:26 AM ************************* <**********************> wrote:

I am referring this to my attorney, ********************. You cannot provide the service and I have not had a treatment since September. I have been charged October-January.

On Thu, Feb 2, 2023, 9:19 AM ***************************** <**********************************> wrote:

Hi *****,

If you want the refund since you live so far from a studio, we can absolutely do that. It would be $59.70. We have to retain payment for the treatments you already received but can refund you $59.70 and cancel future payments. I just hate to see you lose the value of the package when the refund is minimal, but it is an option if thats your preference! Id just need proof of move, and that can be any of the following:

a bill (such as electric, water, trash, credit card, doctors office, etc.)

a rental agreement

an insurance statement (health, car, renters/homeowners)

finalized mortgage papers

new drivers license or State ID?

Warm regards,

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



From: ************************* <**********************>
Sent: Thursday, February 2, 2023 10:17 AM
To: ***************************** <**********************************>
Subject: Re: Your Removery Account Request

EXTERNAL EMAIL EXERCISE CARE WITH LINKS AND ATTACHMENTS

I live in *******************, **. I was not informed of this information. It is 3.5 hrs to ********** and 5 hours to ******. They asked me all that in October when I called to notify them of my relocation.

On Thu, Feb 2, 2023, 8:25 AM ***************************** <**********************************> wrote:

Hi *****,

I can absolutely cancel your future payments and expire the complete removal package. However, Removery is firm with the no refund policy except in the cases of medical reasons OR if a client moves 2+ hours from a studio. If either of those apply to you let me know and I can explain what is needed for proof of either. If you did have a valid reason for a refund, that refund would be just $59.70.

I do want to note that you have paid Removery a total of $944.70 and the package price is $1,090 so youre super close to paying it off! I can even waive the last in-house financing payment as a courtesy, and that means if you paid just $72.65 more, your package will be paid in full! The packages never expire and can be used at any Removery location so if you have any interest in continuing with removal that is your best bet by far!

Please let me know if youd like to take me up on this offer and have a great day!

Warm regards,

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



From: ************************* <**********************>
Sent: Wednesday, February 1, 2023 5:20 PM
To: ***************************** <**********************************>
Subject: Re: Your Removery Account Request

EXTERNAL EMAIL EXERCISE CARE WITH LINKS AND ATTACHMENTS

I apologize, but I am a nurse and work 12 hour shifts. I do not understand why I have to pay for services I am not receiving.

On Tue, Jan 31, 2023, 3:27 PM ***************************** <**********************************> wrote:

Hello *****,

My name is ****** and I am with Removery - The World's **********************! I wanted to reach out to you to regarding your account request. Id be happy to talk with you about this further please give me a call or send me a text. My contact info is below.

Thank you for being a valued Removery customer and we look forward to connecting!

Warm regards,

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



Hi *****,

The monthly payments do not correlate to treatments. The monthly payments are toward the cost of the removal package. You received five treatments total, and if we break up a package we charge each treatment at the pay as you go rate which is $177 each so $885 for 5 treatments. You paid Removery $944.70 total and $995.70 - $885 equals $59.70. I can send a copy of your Payment Agreement for your attorney if youd like, just let me know.

Warm regards,

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



From: ************************* <**********************>
Sent: Thursday, February 2, 2023 11:27 AM
To: ***************************** <**********************************>
Subject: Re: Your Removery Account Request

EXTERNAL EMAIL EXERCISE CARE WITH LINKS AND ATTACHMENTS

I am referring this to my attorney, Tip ********. You cannot provide the service and I have not had a treatment since September. I have been charged October-January.

On Thu, Feb 2, 2023, 9:19 AM ***************************** <**********************************> wrote:

Hi *****,

If you want the refund since you live so far from a studio, we can absolutely do that. It would be $59.70. We have to retain payment for the treatments you already received but can refund you $59.70 and cancel future payments. I just hate to see you lose the value of the package when the refund is minimal, but it is an option if thats your preference! Id just need proof of move, and that can be any of the following:

a bill (such as electric, water, trash, credit card, doctors office, etc.)

a rental agreement

an insurance statement (health, car, renters/homeowners)

finalized mortgage papers

new drivers license or State ID?

Warm regards,

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



Show quoted text
I work in a behavioural health hospital. I have 5 discharges and 3 admits. I don't have the time. You can explain it to my attorney. Thank you.
Show quoted text
I will wait to hear from your attorney. We will not issue a refund yet since you want me to connect with him or her first.

Warm regards,

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



From: ************************* <**********************>
Sent: Thursday, February 2, 2023 12:24 PM
To: ***************************** <**********************************>
Subject: Re: Your Removery Account Request

EXTERNAL EMAIL EXERCISE CARE WITH LINKS AND ATTACHMENTS

I work in a behavioural health hospital. I have 5 discharges and 3 admits. I don't have the time. You can explain it to my attorney. Thank you.

On Thu, Feb 2, 2023, 10:43 AM ***************************** <**********************************> wrote:

Hi *****,

The monthly payments do not correlate to treatments. The monthly payments are toward the cost of the removal package. You received five treatments total, and if we break up a package we charge each treatment at the pay as you go rate which is $177 each so $885 for 5 treatments. You paid Removery $944.70 total and $995.70 - $885 equals $59.70. I can send a copy of your Payment Agreement for your attorney if youd like, just let me know.

Warm regards,

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



From: ************************* <**********************>
Sent: Thursday, February 2, 2023 11:27 AM
To: ***************************** <**********************************>
Subject: Re: Your Removery Account Request

EXTERNAL EMAIL EXERCISE CARE WITH LINKS AND ATTACHMENTS

I am referring this to my attorney, Tip ********. You cannot provide the service and I have not had a treatment since September. I have been charged October-January.

On Thu, Feb 2, 2023, 9:19 AM ***************************** <**********************************> wrote:

Hi *****,

If you want the refund since you live so far from a studio, we can absolutely do that. It would be $59.70. We have to retain payment for the treatments you already received but can refund you $59.70 and cancel future payments. I just hate to see you lose the value of the package when the refund is minimal, but it is an option if thats your preference! Id just need proof of move, and that can be any of the following:

a bill (such as electric, water, trash, credit card, doctors office, etc.)

a rental agreement

an insurance statement (health, car, renters/homeowners)

finalized mortgage papers

new drivers license or State ID?

Warm regards,

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



From: ************************* <**********************>
Sent: Thursday, February 2, 2023 10:17 AM
To: ***************************** <**********************************>
Subject: Re: Your Removery Account Request

EXTERNAL EMAIL EXERCISE CARE WITH LINKS AND ATTACHMENTS

I live in ***********************. I was not informed of this information. It is 3.5 hrs to ********** and 5 hours to ******. They asked me all that in October when I called to notify them of my relocation.

On Thu, Feb 2, 2023, 8:25 AM ***************************** <**********************************> wrote:

Hi *****,

I can absolutely cancel your future payments and expire the complete removal package. However, Removery is firm with the no refund policy except in the cases of medical reasons OR if a client moves 2+ hours from a studio. If either of those apply to you let me know and I can explain what is needed for proof of either. If you did have a valid reason for a refund, that refund would be just $59.70.

I do want to note that you have paid Removery a total of $944.70 and the package price is $1,090 so youre super close to paying it off! I can even waive the last in-house financing payment as a courtesy, and that means if you paid just $72.65 more, your package will be paid in full! The packages never expire and can be used at any Removery location so if you have any interest in continuing with removal that is your best bet by far!

Please let me know if youd like to take me up on this offer and have a great day!

Warm regards,

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



From: ************************* <**********************>
Sent: Wednesday, February 1, 2023 5:20 PM
To: ***************************** <**********************************>
Subject: Re: Your Removery Account Request

EXTERNAL EMAIL EXERCISE CARE WITH LINKS AND ATTACHMENTS

I apologize, but I am a nurse and work 12 hour shifts. I do not understand why I have to pay for services I am not receiving.

On Tue, Jan 31, 2023, 3:27 PM ***************************** <**********************************> wrote:

Hello *****,

My name is ****** and I am with Removery - The World's **********************! I wanted to reach out to you to regarding your account request. Id be happy to talk with you about this further please give me a call or send me a text. My contact info is below.

Thank you for being a valued Removery customer and we look forward to connecting!

Warm regards,

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



Thank you. That would be great!
Show quoted text
My husband does not want to spend money on my attorney. I will, however be reporting the issue wirh the better business bureau, my ****** and surrounding cities and on social media. The girls were phenominal, and this issue has completely ruined my experience. I am a nurse and have recommended many patients and friends; however, now I will let everyone know that you have charged me for services not rendered due to you not being able to provide the services you promised.
Show quoted text
I am, will try you now!

Show quoted text

---------- Forwarded message ---------
From: ***************************** <**********************************>
Date: Tue, Jan 31, 2023, 3:27 PM
Subject: Your Removery Account Request
To: ********************** <**********************>

Hello *****,

My name is ****** and I am with Removery - The World's **********************! I wanted to reach out to you to regarding your account request. Id be happy to talk with you about this further please give me a call or send me a text. My contact info is below.

Thank you for being a valued Removery customer and we look forward to connecting!

Warm regards,

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



On Thu, Feb 2, 2023, 8:25 AM ***************************** <**********************************> wrote:
Hi *****,

I can absolutely cancel your future payments and expire the complete removal package. However, Removery is firm with the no refund policy except in the cases of medical reasons OR if a client moves 2+ hours from a studio. If either of those apply to you let me know and I can explain what is needed for proof of either. If you did have a valid reason for a refund, that refund would be just $59.70.

I do want to note that you have paid Removery a total of $944.70 and the package price is $1,090 so youre super close to paying it off! I can even waive the last in-house financing payment as a courtesy, and that means if you paid just $72.65 more, your package will be paid in full! The packages never expire and can be used at any Removery location so if you have any interest in continuing with removal that is your best bet by far!

Please let me know if youd like to take me up on this offer and have a great day!

Warm regards,

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



From: ************************* <**********************>
Sent: Wednesday, February 1, 2023 5:20 PM
To: ***************************** <**********************************>
Subject: Re: Your Removery Account Request

EXTERNAL EMAIL EXERCISE CARE WITH LINKS AND ATTACHMENTS

I apologize, but I am a nurse and work 12 hour shifts. I do not understand why I have to pay for services I am not receiving.

On Tue, Jan 31, 2023, 3:27 PM ***************************** <**********************************> wrote:

Hello *****,

My name is ****** and I am with Removery - The World's **********************! I wanted to reach out to you to regarding your account request. Id be happy to talk with you about this further please give me a call or send me a text. My contact info is below.

Thank you for being a valued Removery customer and we look forward to connecting!

Warm regards,

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



Hello *****,

My name is ****** and I am with Removery - The World's **********************! I wanted to reach out to you to regarding your account request. Id be happy to talk with you about this further please give me a call or send me a text. My contact info is below.

Thank you for being a valued Removery customer and we look forward to connecting!

Warm regards,

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

I apologize, but I am a nurse and work 12 hour shifts. I do not understand why I have to pay for services I am not receiving.
Show quoted text

Hi *****,

I can absolutely cancel your future payments and expire the complete removal package. However, Removery is firm with the no refund policy except in the cases of medical reasons OR if a client moves 2+ hours from a studio. If either of those apply to you let me know and I can explain what is needed for proof of either. If you did have a valid reason for a refund, that refund would be just $59.70.

I do want to note that you have paid Removery a total of $944.70 and the package price is $1,090 so youre super close to paying it off! I can even waive the last in-house financing payment as a courtesy, and that means if you paid just $72.65 more, your package will be paid in full! The packages never expire and can be used at any Removery location so if you have any interest in continuing with removal that is your best bet by far!

Please let me know if youd like to take me up on this offer and have a great day!

Warm regards,

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

From: ************************* <**********************>
Sent: Wednesday, February 1, 2023 5:20 PM
To: ***************************** <**********************************>
Subject: Re: Your Removery Account Request

EXTERNAL EMAIL EXERCISE CARE WITH LINKS AND ATTACHMENTS

I apologize, but I am a nurse and work 12 hour shifts. I do not understand why I have to pay for services I am not receiving.

On Tue, Jan 31, 2023, 3:27 PM ***************************** <**********************************> wrote:
Hello *****,

My name is ****** and I am with Removery - The World's **********************! I wanted to reach out to you to regarding your account request. Id be happy to talk with you about this further please give me a call or send me a text. My contact info is below.

Thank you for being a valued Removery customer and we look forward to connecting!

Warm regards,

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

I live in *******************, **. I was not informed of this information. It is 3.5 hrs to ********** and 5 hours to ******. They asked me all that in October when I called to notify them of my relocation.
Show quoted text

Hi *****,

If you want the refund since you live so far from a studio, we can absolutely do that. It would be $59.70. We have to retain payment for the treatments you already received but can refund you $59.70 and cancel future payments. I just hate to see you lose the value of the package when the refund is minimal, but it is an option if thats your preference! Id just need proof of move, and that can be any of the following:

       a bill (such as electric, water, trash, credit card, doctors office, etc.)
       a rental agreement
       an insurance statement (health, car, renters/homeowners)
       finalized mortgage papers
       new drivers license or State ID?
Show quoted text

I am referring this to my attorney, ********************. You cannot provide the service and I have not had a treatment since September. I have been charged October-January.
Show quoted text

Mailing address is:
P.O. BOX 533
****** ***, ** 76945
Show quoted text

Hi *****,

If you have just a moment to chat, I can explain everything in a short call. My direct line is ************.

Warm regards,

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

From: ************************* <**********************>
Sent: Thursday, February 2, 2023 11:30 AM
To: ***************************** <**********************************>
Subject: Re: Your Removery Account Request

EXTERNAL EMAIL EXERCISE CARE WITH LINKS AND ATTACHMENTS

Mailing address is:
P.O. BOX 533
****** ***, ** 76945

On Thu, Feb 2, 2023, 10:26 AM ************************* <**********************> wrote:
I am referring this to my attorney, ********************. You cannot provide the service and I have not had a treatment since September. I have been charged October-January.

On Thu, Feb 2, 2023, 9:19 AM ***************************** <**********************************> wrote:
Hi *****,

If you want the refund since you live so far from a studio, we can absolutely do that. It would be $59.70. We have to retain payment for the treatments you already received but can refund you $59.70 and cancel future payments. I just hate to see you lose the value of the package when the refund is minimal, but it is an option if thats your preference! Id just need proof of move, and that can be any of the following:

       a bill (such as electric, water, trash, credit card, doctors office, etc.)
       a rental agreement
       an insurance statement (health, car, renters/homeowners)
       finalized mortgage papers
       new drivers license or State ID?

Warm regards,

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

From: ************************* <**********************>
Sent: Thursday, February 2, 2023 10:17 AM
To: ***************************** <**********************************>
Subject: Re: Your Removery Account Request

EXTERNAL EMAIL EXERCISE CARE WITH LINKS AND ATTACHMENTS

I live in *******************, **. I was not informed of this information. It is 3.5 hrs to ********** and 5 hours to ******. They asked me all that in October when I called to notify them of my relocation.

On Thu, Feb 2, 2023, 8:25 AM ***************************** <**********************************> wrote:
Hi *****,

I can absolutely cancel your future payments and expire the complete removal package. However, Removery is firm with the no refund policy except in the cases of medical reasons OR if a client moves 2+ hours from a studio. If either of those apply to you let me know and I can explain what is needed for proof of either. If you did have a valid reason for a refund, that refund would be just $59.70.

I do want to note that you have paid Removery a total of $944.70 and the package price is $1,090 so youre super close to paying it off! I can even waive the last in-house financing payment as a courtesy, and that means if you paid just $72.65 more, your package will be paid in full! The packages never expire and can be used at any Removery location so if you have any interest in continuing with removal that is your best bet by far!

Please let me know if youd like to take me up on this offer and have a great day!

Warm regards,

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

From: ************************* <**********************>
Sent: Wednesday, February 1, 2023 5:20 PM
To: ***************************** <**********************************>
Subject: Re: Your Removery Account Request

EXTERNAL EMAIL EXERCISE CARE WITH LINKS AND ATTACHMENTS

I apologize, but I am a nurse and work 12 hour shifts. I do not understand why I have to pay for services I am not receiving.

On Tue, Jan 31, 2023, 3:27 PM ***************************** <**********************************> wrote:
Hello *****,

My name is ****** and I am with Removery - The World's **********************! I wanted to reach out to you to regarding your account request. Id be happy to talk with you about this further please give me a call or send me a text. My contact info is below.

Thank you for being a valued Removery customer and we look forward to connecting!

Warm regards,

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

Hi *****,

The monthly payments do not correlate to treatments. The monthly payments are toward the cost of the removal package. You received five treatments total, and if we break up a package we charge each treatment at the pay as you go rate which is $177 each so $885 for 5 treatments. You paid Removery $944.70 total and $995.70 - $885 equals $59.70. I can send a copy of your Payment Agreement for your attorney if youd like, just let me know.

Warm regards,

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

From: ************************* <**********************>
Sent: Thursday, February 2, 2023 11:27 AM
To: ***************************** <**********************************>
Subject: Re: Your Removery Account Request

EXTERNAL EMAIL EXERCISE CARE WITH LINKS AND ATTACHMENTS

I am referring this to my attorney, ********************. You cannot provide the service and I have not had a treatment since September. I have been charged October-January.

On Thu, Feb 2, 2023, 9:19 AM ***************************** <**********************************> wrote:
Hi *****,

If you want the refund since you live so far from a studio, we can absolutely do that. It would be $59.70. We have to retain payment for the treatments you already received but can refund you $59.70 and cancel future payments. I just hate to see you lose the value of the package when the refund is minimal, but it is an option if thats your preference! Id just need proof of move, and that can be any of the following:

       a bill (such as electric, water, trash, credit card, doctors office, etc.)
       a rental agreement
       an insurance statement (health, car, renters/homeowners)
       finalized mortgage papers
       new drivers license or State ID?

Warm regards,

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

Show quoted text

I work in a behavioural health hospital. I have 5 discharges and 3 admits. I don't have the time. You can explain it to my attorney. Thank you.
Show quoted text

I will wait to hear from your attorney. We will not issue a refund yet since you want me to connect with him or her first.

Warm regards,

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

From: ************************* <**********************>
Sent: Thursday, February 2, 2023 12:24 PM
To: ***************************** <**********************************>
Subject: Re: Your Removery Account Request

EXTERNAL EMAIL EXERCISE CARE WITH LINKS AND ATTACHMENTS

I work in a behavioural health hospital. I have 5 discharges and 3 admits. I don't have the time. You can explain it to my attorney. Thank you.

On Thu, Feb 2, 2023, 10:43 AM ***************************** <**********************************> wrote:
Hi *****,

The monthly payments do not correlate to treatments. The monthly payments are toward the cost of the removal package. You received five treatments total, and if we break up a package we charge each treatment at the pay as you go rate which is $177 each so $885 for 5 treatments. You paid Removery $944.70 total and $995.70 - $885 equals $59.70. I can send a copy of your Payment Agreement for your attorney if youd like, just let me know.

Warm regards,

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

From: ************************* <**********************>
Sent: Thursday, February 2, 2023 11:27 AM
To: ***************************** <**********************************>
Subject: Re: Your Removery Account Request

EXTERNAL EMAIL EXERCISE CARE WITH LINKS AND ATTACHMENTS

I am referring this to my attorney, ********************. You cannot provide the service and I have not had a treatment since September. I have been charged October-January.

On Thu, Feb 2, 2023, 9:19 AM ***************************** <**********************************> wrote:
Hi *****,

If you want the refund since you live so far from a studio, we can absolutely do that. It would be $59.70. We have to retain payment for the treatments you already received but can refund you $59.70 and cancel future payments. I just hate to see you lose the value of the package when the refund is minimal, but it is an option if thats your preference! Id just need proof of move, and that can be any of the following:

       a bill (such as electric, water, trash, credit card, doctors office, etc.)
       a rental agreement
       an insurance statement (health, car, renters/homeowners)
       finalized mortgage papers
       new drivers license or State ID?

Warm regards,

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

From: ************************* <**********************>
Sent: Thursday, February 2, 2023 10:17 AM
To: ***************************** <**********************************>
Subject: Re: Your Removery Account Request

EXTERNAL EMAIL EXERCISE CARE WITH LINKS AND ATTACHMENTS

I live in *******************, **. I was not informed of this information. It is 3.5 hrs to ********** and 5 hours to ******. They asked me all that in October when I called to notify them of my relocation.

On Thu, Feb 2, 2023, 8:25 AM ***************************** <**********************************> wrote:
Hi *****,

I can absolutely cancel your future payments and expire the complete removal package. However, Removery is firm with the no refund policy except in the cases of medical reasons OR if a client moves 2+ hours from a studio. If either of those apply to you let me know and I can explain what is needed for proof of either. If you did have a valid reason for a refund, that refund would be just $59.70.

I do want to note that you have paid Removery a total of $944.70 and the package price is $1,090 so youre super close to paying it off! I can even waive the last in-house financing payment as a courtesy, and that means if you paid just $72.65 more, your package will be paid in full! The packages never expire and can be used at any Removery location so if you have any interest in continuing with removal that is your best bet by far!

Please let me know if youd like to take me up on this offer and have a great day!

Warm regards,

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

From: ************************* <**********************>
Sent: Wednesday, February 1, 2023 5:20 PM
To: ***************************** <**********************************>
Subject: Re: Your Removery Account Request

EXTERNAL EMAIL EXERCISE CARE WITH LINKS AND ATTACHMENTS

I apologize, but I am a nurse and work 12 hour shifts. I do not understand why I have to pay for services I am not receiving.

On Tue, Jan 31, 2023, 3:27 PM ***************************** <**********************************> wrote:
Hello *****,

My name is ****** and I am with Removery - The World's **********************! I wanted to reach out to you to regarding your account request. Id be happy to talk with you about this further please give me a call or send me a text. My contact info is below.

Thank you for being a valued Removery customer and we look forward to connecting!

Warm regards,

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

Thank you. That would be great!
Show quoted text

My husband does not want to spend money on my attorney. I will, however be reporting the issue wirh the better business bureau, my ****** and surrounding cities and on social media. The girls were phenominal, and this issue has completely ruined my experience. I am a nurse and have recommended many patients and friends; however, now I will let everyone know that you have charged me for services not rendered due to you not being able to provide the services you promised.
Show quoted text

I am, will try you now!
Show quoted text

---------- Forwarded message ---------
From: **************************;<**********************************>
Date: Tue, Jan 31, 2023, 3:27 PM
Subject: Your Removery Account Request
To: ********************** <**********************>

Hello *****,

My name is ****** and I am with Removery - The World's **********************! I wanted to reach out to you to regarding your account request. Id be happy to talk with you about this further please give me a call or send me a text. My contact info is below.

Thank you for being a valued Removery customer and we look forward to connecting!

Warm regards,

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

On Thu, Feb 2, 2023, 8:25 AM ***************************** <**********************************> wrote:

Hi *****,

I can absolutely cancel your future payments and expire the complete removal package. However, Removery is firm with the no refund policy except in the cases of medical reasons OR if a client moves 2+ hours from a studio. If either of those apply to you let me know and I can explain what is needed for proof of either. If you did have a valid reason for a refund, that refund would be just $59.70.

I do want to note that you have paid Removery a total of $944.70 and the package price is $1,090 so youre super close to paying it off! I can even waive the last in-house financing payment as a courtesy, and that means if you paid just $72.65 more, your package will be paid in full! The packages never expire and can be used at any Removery location so if you have any interest in continuing with removal that is your best bet by far!

Please let me know if youd like to take me up on this offer and have a great day!

Warm regards,

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

From: ************************* <**********************>
Sent: Wednesday, February 1, 2023 5:20 PM
To: ***************************** <**********************************>
Subject: Re: Your Removery Account Request

EXTERNAL EMAIL EXERCISE CARE WITH LINKS AND ATTACHMENTS

I apologize, but I am a nurse and work 12 hour shifts. I do not understand why I have to pay for services I am not receiving.

On Tue, Jan 31, 2023, 3:27 PM ***************************** <**********************************> wrote:
Hello *****,

My name is ****** and I am with Removery - The World's **********************! I wanted to reach out to you to regarding your account request. Id be happy to talk with you about this further please give me a call or send me a text. My contact info is below.

Thank you for being a valued Removery customer and we look forward to connecting!

Warm regards,

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

Regards,

****************************************
Business Response
Date: 02/08/2023
Hello ******************,

Thank you for providing copies of our email correspondence. These emails clearly lay out the refund policy, and how your refund was calculated. The information contained within the emails matches my first response to this complaint.

I have attached a copy of your signed payment agreement,which was also sent to you previously.

I understand that youre not happy with the resolution because you feel a larger refund was owed. Our response remains the same, as the refund was calculated the same way we calculate refunds for any client that moves two or more hours from a Removery location. We must retain the value of services already received, and you had five treatments completed with us.

This will be our final response on the matter because we have already issued the correct refund via check and we have closed out your account with Removery. We wish you the best.

Sincerely,
*****************************
Client Relations Specialist
************
Initial Complaint
Date:01/31/2023
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.
I paid Removery $1,521 on 12/2/22 for an unlimited package of laser tattoo removal treatments. I was told I would come in for treatments every six to eight weeks until it was fully removed. This 6-8 week protocol is also advertised on their website. Now, later in the treatment protocol they are only allowing me to schedule an appointment every 12 weeks vs. the 6-8 weeks I paid for. I was told that this is a requirement by the laser manufacturer. I spoke with several other local tattoo removal clinics who use the same laser and they informed me that they do not require that treatments be spaced out longer than 6-8 weeks. This appears to be a deceptive practice on part of Removery to reduce their cost and create fatigue by for the client to use less services in the unlimited package. When I called to dispute this situation the local clinician told me "you are getting free treatments now vs. the single session pricing" and "the woman who you spoke with when you paid for the unlimited package is no longer here" Regardless of these comments, she had agency for Removery at the time I signed up and paid for the unlimited package and told me I would be treated every 6-8 weeks until completely removal. An offer was made by Removery to me for an unlimited package with treatments performed every 6-8 weeks, I accepted, I paid (consideration exchanged) and now they have changed the treatment protocol vs. what was agreed upon at the time I perfected this contract with a payment in full. I want my money refunded or the 6-8 week treatment schedule to resume. The Universal Commercial Code supports my position here. There is nothing in writing from me that I consented to an altered treatment schedule later in my treatment plan. Please help me avoid taking this to small claims court and wasting the court's resources. I have uploaded the receipt for my unlimited payment as well as screenshots for their 6-8 week treatment protocol on their website.
Business Response
Date: 02/09/2023
Thank you, *********************, for reaching out to Removery- Tattoo Removal and Fading. We take your concerns very seriously and have investigated what you have described.Thank you for taking the time to speak to me and explain your situation. We are happy to hear that you had the opportunity to speak with our Clinical Director and have developed a plan for your future treatments with us. Thank you for allowing us to work with you and choosing us for your tattoo removal journey.
***********************
Client Relations Specialist
************
Initial Complaint
Date:01/16/2023
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.
March 9th of 2022 I went to the ** removery location. I was told that the tattoo can be removed no problem prior to purchasing the package. After my first session was told that the lazer they have cannot remove my tattoo by the technician. I called to cancel the package yet I have still been charged continuously even though I requested a cancellation and have never been back. I am requesting a refund. I am not going to put myself through a process where they arent sure they can remove it. The process is way to painful and expensive to not get what I paid for. Id like a full refund and to be left alone.
Business Response
Date: 02/06/2023
Removery, LLC
********************************************************************** 78704

02/06/2023

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

We hope this message finds you well! Removery takes customer concerns very seriously and completed a thorough review of your complaint, your record, and all pertinent documentation pertaining to the issues communicated. We have attempted to connect with you on 9 separate occasions via phone, text and email on the following dates (1/19/23; 1/23/23; 1/24/23 and 1/31/23) and were not successful. Regardless, all additional payments have been deleted, the Medium Complete Tattoo Removal package was written off and your account was closed per your request. No additional payments that will be deducted from your card on file and there is no refund available as you received a treatment on 03/09/2022 and signed our No Refund Policy.

I have attached two pertinent documents that were presented to you, reviewed with you and were signed by you at your consultation and treatment session on 03/09/2022. These documents are Removerys Payment Agreement, Removerys Informed Consent, and within the Informed Consent Informed Consent For *********** Skin Type IV, V, VI and Removerys Additional Factors Waiver.

* Payment policy My first monthly installment will be due in 30 days and each month thereafter. I authorize Removery to initiate credit card charges to my account for the monthly payments owed on my package.
* Refund policy All payments made to Removery are NON-REFUNDABLE
* Informed Consent I certify that I have been fully informed of the nature and purpose of the procedure, expected outcomes and possible complications, and I understand that no guarantee can be given as to the final result obtained.
* Informed Consent For *********** Skin Type IV, V, VI - As a person with the skin type IV, V, or VI, I understand that I have additional risks to review prior to deciding whether to proceed with laser tattoo removal. It may not be possible to completely remove all evidence of ink for patients with skin types IV, V and VI. My questions regarding the procedure and additional risks associated with skin types IV, V and VI have been answered satisfactorily. I understand the procedure and accept the risks.
* Additional Factors Waiver (related to the blue ink in your tattoo) - Tattoo pigments (ink) with low removal success I understand that our laser is proven effective on a wide range of manufactured body art pigments. Results may be unpredictable on homemade body art pigments, pigments made for cosmetic application or other unconventional tattoo inks/pigments. Some pigments maybe difficult to target with our laser while others may change color or become darker when targeted by the laser and therefore, we may not be able to achieve 100% removal of tattoos containing these pigments. I acknowledge that I have been informed that the presence of these factors may impact my removal process and the end result may vary.

Removery successfully serves thousands of customers every year and 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 should you decide to embark on your tattoo removal journey again, we would gladly welcome you back! Please let me know if you have any additional questions or concerns as I would be happy to help. 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
************ / ************
***************************************
Removery, LLC
Initial Complaint
Date:11/28/2022
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 was told to f*** off by an employee. I have made several attempts to contact someone with Removery but have not been successful. I was told someone would reach out to me twice but no one from Removery has done so.
Business Response
Date: 12/08/2022
REMOVERY!!! The World's **********************

Removery, LLC
1400 ***************, Suite A270
******, ** 78704

12/08/2022

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

Removery takes customer concerns very seriously and completed a thorough review of your complaint, your file and all pertinent documentation pertaining to the issue communicated. The concern was investigated, addressed and handled between yourself and our Regional Manager, *************************** on/around 11/30/22. We are so happy to know that you have decided to continue services and will utilize a different location moving forward.

Removery successfully serves thousands of customers every year and 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 know that your experience did not reflect this. Again, our sincerest apologies for any undue frustration caused and please know we are excited to see you at your next appointment at the end of the month! Please let me know if you have any additional questions or concerns as I would be happy to help.
On behalf of all of us at Removery, we thank you for your business and look forward to a successful, smooth partnership throughout your laser tattoo removal journey!

Warm Regards,
***********************
Customer Retention Specialist
************ / 857.284.4808
***************************************
Removery, LLC
Initial Complaint
Date:07/08/2022
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.
Jan 2017 - Started with Invisible Ink (now Removery) to have 2 tattoos removed. Per website and technicians, was promised to have full tattoo removal. I purchased an unlimited package at the cost of $611 expecting full and complete removal of the tattoos. They stated it would be completely removed within ***** sessions.Jan 2017 - 2020 - Treatments were done every ***** weeks with Invisible Ink, no issues, process seemed to be working. Towards 2020, it was starting to approach session 20. By this time I feel that it should have been going quicker/better results, but did not say anything, trusting the technicians knew what they were doing.2020 - Invisible Ink was purchased by Removery. Continued on with the treatments, no issues, however it seemed with each session, the tattoo was not fading as much. The technicians stated everybody heals differently, it just takes time. I continued on getting laser treatments every ***** weeks through current (July 6, 2022). July 6, 2022 - Technician stated she was not going to treat the one tattoo because it was done and nothing further they could do. They did treat the other one stating that would probably be the last session. I asked her why, the tattoos are not completely gone, I can still see it. She stated there is scarring and the treatments should have been stopped a long time ago. She said the technicians should not have been continuing the treatments. I said I can still see the outline. She said it is scarring and hypopigmentation from the laser. I stated this is the first I am hearing any of this and this is a shock to me. She said it takes time for your body to heal. It's been 5 1/2 years of treatments, the tattoo should have been long gone prior to this. Now I am left with scarring and red lines of where the tattoo is faded.I then called the corporate # and spoke with **** from the clinical team. She said this happens, dismissed my concern, stated the technician misspoke and did nothing to resolve my complaint.
Business Response
Date: 07/15/2022
REMOVERY
"The World's **********************"

6/23/2022

Hello ******,

Thank you for reaching out to Removery the Worlds **********************! We have reviewed your complaint in its entirety and have escalated this to our corporate clinical/operational experts the ** of Clinical Operations, Director of Regional Operations and our Medical Director for further review. We take these types of concerns very seriously and want to ensure that the care and service provided to you was appropriate and based on our established protocols. You will be contacted directly on or before the end of business on 7/22/22.

Removery successfully serves thousands of customers every year and have built an excellent reputation based on the service we provide as well as our dedication to our clients. We want to ensure that your experience and outcomes align with this philosophy. Our sincerest gratitude to you for your business, your time and for bringing this matter to our attention. We look forward to connecting next week.

Sincerely,
***********************
Client Relation Specialist
************
Removery, LLC
Customer Answer
Date: 07/25/2022
Complaint: 17530242

I am rejecting this response because:I would like to file a rejection. I am still waiting to hear back from Removery to see how they handle it.

Thank you,

***************************

Business Response
Date: 08/02/2022
Hello ******!

Thank you for your follow up, we can now see that per your conversation with our Co-Founder and VP of Clinical Operations, ************************************** on 7/27/22 additional insight and clarification was provided. We have committed to providing the best possible care we can and are excited for you to be seen at our Lawrenceville studio which houses one of our amazing *****************! We are so happy you will be continuing treatment and this tattoo removal journey with us and look forward to seeing you again in January 2023!

Warm Regards,
***********************
Client Relations Specialist
************
www.removery.com
Customer Answer
Date: 08/03/2022
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 at this time. Pending the outcome, this case may need to be reopened at a future time.

Regards,

***************************

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