Two and a half years ago, I purchased a hair removal package from American Laser Centers for full leg hair removal. I was told it would take six sessions. At about the fourth session I started telling the technicians that I wasn't experiencing any hair loss what so ever. That is when I was told that some people have to do a few more than the six sessions. I have asked several technicians how long it takes people to become completely hair free in the treatment areas (which is what American Laser Centers guarantees) and I have gotten several different responses. Usually they say 6-8 or 6-10 sessions.
I have now done ten sessions and have seen absolutely no change in my hair what so ever. Last spring (around March) I began trying to talk to American Laser Corporate customer service to discuss the fact that my treatments were giving me no results at all. I continually left messages with their customer service desk (only once when I have called have I actually spoken to someone, usually it is just a machine). Sometimes they would call back, sometimes they would not call back. I also sent several emails and usually didn't receive a response that way.
After I finally tracked down a customer service rep, someone named Kim Kuster, she told me that I would have to do ten sessions and then they could begin my medical review. She also asked why I wasn't having double passes done and I explained to her that several technicians had mentioned it to me but each time they said that they would start the double passes next time. Well, after my ninth treatment, I was still waiting for next time. Even if I specifically asked a technician for double passes due to the fact that I was not responding to the treatments, I was told next time.
Finally, on my tenth treatment I was given a double pass treatment. Again, I have seen no results WHAT SO EVER! The manager of the Raleigh location, Ann, told me that I would have to do twelve sessions before I could start a medical review. This was different from Kim at customer service who told me I could start it after ten.
I sent several emails to Kim Kuster, the customer service rep who was assigned to help me asking about this discrepancy and she never responded. Finally, I was able to get a hold of her on the phone. She then told me that my medical review would be kicked back due to the fact that I didn't have at least four double pass treatments and that I would need to do the four double pass treatments before they could start my medical review. This would put me at a whopping thirteen treatments, again a different number of what I have to do before I can be looked at for a refund.
I explained to Kim that this was unacceptable since no where in the contract does it say anything about having to do ten, twelve, or four double pass sessions before I can start my medical review. It only says satisfaction guaranteed. She then said there was nothing she could do and transferred me to her supervisor, someone named Eva Burs. Of course I just got Eva's voicemail and haven't heard back from her yet.
In addition to the fact that my treatments have not worked at all and that they have terrible customer service who can't seem to keep the same story, the technicians at the Raleigh location are terrible. They answer the phone in the middle of performing the treatments, they switch out in the middle of treatments (one time when they did this, the second girl missed my whole upper leg), and they have been 30-45 minutes late in starting my appointment on three separate occasions.
I am at my wit's end. If there was any sign that the treatments were working even just a little bit than I would be willing to continue with the treatments. However, the treatments clearly are not working on me and the contract that I signed guaranteed my satisfaction, but said nothing about how long I had to continue with these farcical treatments until I could get my money refunded. And of course it is next to impossible to talk to anyone at that company.
F, North Carolina