Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spent $1000 on a total removal package and was told I need to come every 8 weeks for a session, which I schedule when Im there for my current session. May 30th I received a notification my appointment needed to be canceled due to staffing issues and someone would reach out to reschedule me. No one has reached out and it is now June 15. I feel like this has been a money grab. I paid for services upfront that I am unable to schedule or keep appointments at no fault of my own.

  Business Response

  Date: 07/08/2025

  Hello, 

  Thank you for reaching out and letting us know about your concern. We sincerely apologize for any scheduling issues you may have had. We have been working diligently to get that resolved. We would be happy to address that with you and go over your account. I have left you a few voicemails to go over that with you. I also see that you have any upcoming appointment on 7/24. Please feel free to return my call at ************. I would be happy to assist you. 

  Thank you,

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

• Initial Complaint

  Date:05/02/2024

  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.

  On February 3, 2024, I received a tattoo removal consultation with Removery. After deciding on the unlimited package plan (per the representatives recommendation as the better value), I received my first laser removal session and was advised I would be able to schedule my second session in 8 weeks. My next appointment, which has been changed twice, is currently scheduled 14 weeks from my initial visit. Removery collected my payment without divulging their frequent issue with staffing and scheduling. Given the inconsistencies with scheduling and availability, Removery has failed to uphold their end of the agreement by providing said services. I contacted Removery seeking to resolve the issue and requested a refund for the unlimited session plan (minus my single session). I asked to move to a paid per session plan at a rate of $187 as quoted during the consultation. Removery denied my request citing their agreement states no refunds. Removery swindles customers into an unlimited plan knowing they are unable to provide services in a timely fashion. The total refund requests is $1,112. The unlimited package price of $1299 less $187 for the single session already received.

  Business Response

  Date: 05/08/2024

  05/08/2024

  Hello ********,

  I understand that youre not happy with the resolution as you had hoped for a refund. Buying the
  Complete Removal Package is definitely a better deal than paying for single sessions. It allows to
  have as many treatments as necessary at a discount rate. As we discussed on the phone, we treat
  at a minimum of 8 weeks apart. It can actually benefit you to have more time in between
  treatments to allow more time for body to process the ink from your last treatment. As you go
  through the process, we may suggest a long time in between for that reason.

  We remain committed to your removal process and do apologize for scheduling difficulties. Any
  issues concerning scheduling, have been resolved and we still have your next appointment on
  May 11th at 10:30am.

  We do stand by our Payment Agreement of no refunds. By signing the document, that indicates
  that you understand the terms and conditions associated with it.

  We would be happy to go over your treatment plan more in depth at your next appointment.

  Sincerely,

  
  *************************
  Client Relations ***************************************** E: ********************************
  W: www.removery.com

  Customer Answer

  Date: 05/12/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted this business in July 0f 2022 in regards to laser tattoo removal. I paid almost $1700 for an unlimited plan and started the process. Here we are almost 2 years later and I have seen very little change in the removal or fading of the tattoos. They are all done with black ink and I was told I should be finished within 1 yr to 15 months. I think it is time for a full refund so I can go to a real facility. The local office has staffing issues and every person. Who has done the procedure to date gives me a different reason for the lack of results and the procedure and techniques used changes each time.

  Business Response

  Date: 04/23/2024

  Thank you for reaching out to Removery. As I understand you purchased a Complete Removal package with us on 07/27/2022. 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 process has taken. Tattoo removal is a lengthy process and we can never guarantee results.
  Tattoo removal outcomes can be difficult to predict based on a variety of factors, including ink color, type of ink,location on the body, lifestyle, ink allergies, age of the tattoo, and more.The Informed Consent that was signed on 07/27/2022 that does state expected outcomes and possible complications of tattoo removal, and the fact that no guarantees can be made about final results.
  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. We see that you were just treated on 04/11/2024 and have your next appointment on 07/27/2024. We look forward to seeing you then.
  Warm regards,
  *************************
  Removery Client Relations
  ************

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21564208
  
  I am rejecting this response because: while I am aware that the process can take some time and I am not expecting the tattoos to disappear overnight, but I firmly believe that you local office seems to have some major staffing issues and the process that is administered varies by the individual performing the work. This process should be medically administered and the treatments the same or progressive in strength. My last 2 sessions have very minimal with zero results. If I was told from the beginning that this process wouldn't be consistent and 2 yrs later I would have minimal results I would have sought another treatment or cover up tattoos. I am quite aware of your " STRICT" No Refund Policy. It seems that you have set this policy as a way to retain the rights to draw this process out and keep feeding your customers more nonsense when they don't see results. Great Lawyers it must take to draw up a contract like that. So I will request another Full Refund and will not just Have a nice day
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/03/2024

  05/03/2024
  Hello *******,
  
  I understand that youre not happy with the resolution as you had hoped for a refund, but our response remains the same. The informed consent that was reviewed with you at the time of consult reviews the various possible outcomes and risks of tattoo removal. Your signed payment agreement details our no refund policy.
  
  We remain committed to your removal process and look forward to seeing you at your next appointment on July 27.
  
  Sincerely,
  
  *************************
  Client Relations Specialist
  P: (Calls)************
  E: ********************************
  W: www.removery.com

• Initial Complaint

  Date:10/04/2022

  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.

  On 8/11/2022, I went into the ****************. location for a consultation on tattoo removal. I was given a small tablet where the salesperson showed me where to sign. I agreed with the price of removal and paid in full with a scheduled session in the near future.When arriving to begin my skin test /session I was told they would not preform the service without a doctors note because I did not list medication I was on. During the consultation I was never informed about medications or any needed notes from doctors. Since they made it clear they would not complete the service I paid for I asked for a refund I was told they don't give refunds, but they would discuss it with retention team. So in essence they took my payment then refused to preform the work I paid for unless I comply with a doctors note which was never a part of the agreement. I am kindly asking for my money to be rightfully returned to me. It's simply unfair and unethical for a company to take your money, refuse to complete the work unless you comply to new conditions they set.

  Business Response

  Date: 10/25/2022

  Removery, LLC
  ********************************************************************** 78704
  
  
  10/25/2022
  
  
  Hello ******************,
  
  Thank you for reaching out to Removery. We take customer concerns very seriously and completed a thorough review of your file to assist with the case.When we were able to connect via phone on 10/12/22, I was better able to understand your frustrations with communication surrounding the need for medical clearance to commence treatment as well as receiving conflicting information on our cancelation/refund policies. As we discussed, the medical note from your health care provider was needed as we did learn after the fact that a medication being used is identified as a potential contra-indication to laser therapy. Due to the nature of the that disease process/medication use, medical clearance is required for risk assessment as we will always prioritize the overall wellness and safety of our clients above all. In addition, I hope I was able to clarify that Removery would honor a medical exception to our No Refund Policy on all payments made which would allow for a complete refund of the full payment from 8/11/2022.
  
  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 that this situation allowed for a reflection on our overall communication processes moving forward. A small token of appreciation was emailed to you for your time and efforts on 10/21/22 and we were so happy to learn you will be giving us a second chance to make a GREAT 1st impression at your first treatment appointment in November! 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

  Customer Answer

  Date: 10/25/2022

   
  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.
  
  Sincerely,
  
  ***************************