Ideal Image Laser Hair Removal

Review: I have been getting laser hair removal treatments at Ideal Image since May 2014. I scheduled my most recent appointment nearly 2 1/2 months ago which was supposed to be today at 5pm. I always schedule for Saturdays since I work Monday - Friday. I received a call a few days ago to reschedule my appointment. However, I needed a Saturday appointment before I go to South America on April 14th (as you are unable to have an appointment 4 weeks after sun exposure - hence why I scheduled my appointment before my trip to South America). The only available appointment they offered me was at 11:50am during the week even though I made it clear that I cannot have have appointments during the week. No other options were given. I am furious as I paid over $3,500 for these services and am now unable to schedule an appointment at a time that I can attend. Before starting treatments I was told that I could easily schedule Saturday appointments since I couldn't come during the week. The excuse given for having to reschedule was that an employee was out on medical leave. Yet they still run advertisements on the radio everyday to try to attract new customers. But they can't even service the customers that they have! They should hire more employees in order to meet the demand, especially since they are charging extremely high prices. Now I will need to schedule for over 4 weeks after I get back from South America (if I can even get a Saturday appointment) which completely throws off the schedule of the treatments.Desired Settlement: My desired outcome WAS to get another appointment today but despite several calls and actually going into the location, was unable to get another appointment for today. Since this is no longer possible, I will need an appointment for Saturday, April 12th before I leave on my trip. If this is also not possible, I would like a refund for the cost of the amount of treatments I have remaining since I obviously will not be able to schedule an appointment on Saturdays.

Business

Response:

Dear Revdex.com, We recently received a letter from you concerning [redacted] was treated in our Delaware location on 4/7/2015 for the first of her 4 free touchups sessions. This treatment was within the window dates that the guest needed to seen. I hope this clears up this issue. We value her as a guest and will continue to service her for the remaining 3 free touchup sessions and honor her lifetime membership as well. Thank you and if you have any questions please feel free to contact me at the email listed below. Warmly, [redacted]

Review: I was a customer of Ideal Image in 2011. I had a few facial hairs and a light mustache so I decided to consult with the business. I was told that the laser removes that hairs that have grown dark and thick but it would not affect others hairs that are light and unnoticeable. I made sure to cover all topics. I was told there will be documented pictures for each treatment. After the second treatment there were no more pictures taken by anyone for me. Also there were also different people handling the treatments. They had Nurse Practitioners and Physician Assistants handling the treatments and even when I tried to schedule a treatment with the same person every time I couldn't because of the turnovers they had. One person would laser my entire chin and when I tried to stop her she told me that it was protocol to cover the entire area and that it wouldn't make new hairs grow in darker, but that is what exactly happened. My hair grew in a places darker and thicker. I was assured that it would get better with time. Approaching the last few visits I continued to express my concern of the presence of all the hair on my face. As a result one person decided to laser me 3x over in every spot in one treatment causing extreme pain and swelling and that sent me to the ER. I complained. I researched and saw gynecologist and dermatologist to make sure my hormones and things were fine. I was told I had no issues to cause the growth so the only reason for it would be the treatments. I returned for my last treatment and discussed my findings and I was told that there was no record of my facial swelling on the part and no pictures of my visits. Then I was told that I waited too long for the last treatment and I had to pay my lifetime membership fees for each section to be lasered. After paying over $5000 I felt like it was ridiculous!Desired Settlement: I would like a refund because my condition is worse than what I initially started. All the guarantees are not valid and the service is horrible. Too many changes not enough communication from person to person about where to laser and where not to laser. And when I customer suggests that they take picture like they promised it should be done with no excuses. I work in the health care industry therefore documentation is very important.

Business

Response:

From: Anna M[redacted] Sent: Wednesday, March 11, 2015 8:55 AMTo: Kelly MaceCc: [redacted]Subject: FW: Revdex.com Complaint Importance: HighGood Morning, This dispute is for Kelly Mace, ID [redacted]. Our Regional Direction, Chris S[redacted] spoke to this guest and she has agreed to come in for a hair check. Also the manager agreed to treat all areas again at no cost. Guest sounded happy with that outcome.Please respond you received this email.Thank you