I paid for 20 treatments of the Amerismooth with American Laser for $3,320.00. I used 10 of my treatments and was to use the remaining 10 treatments over a period of time for maintenance. On two of my visits I was told the Amerismooth machine was broken and I had to reschedule. On one of my sessions the tech did not use enough lotion and burned my skin. On one visit the tech was so rough on my legs during treatment I had bruises. On one treatment the tech had to change some part mid-way through the treatment because it wasn't getting hot enough, so half my treatment was done with a machine that was not working at all. On another treatment the tech was so gentle I couldn't tell she was even touching me. After my first 10 treatment I decided that I did not want to continue because of the terrible service I was receiving and because the machine didn't work half the time and I felt the company and its employees were very unprofessional and improperly trained to administer this type of treatment. I tried for several months to contact American Laser via telephone and I always got the voicemail. I left numerous messages over a long period of time and received no response. Finally, two weeks ago I contacted the Manager of the Charlotte, NC office where I had received my treatments, via email. I explained the entire situation and asked for a refund of the remaining 10 treatments. I did not hear back from her for 2 days so I emailed again. Finally, she called me and said that I had used 11 of my visits and that there was no documentation of anything I was saying. I told her that I had only used 10 treatments. The manager Renee Jones then said that they could refund me but they would charge me the full amount of $275 a visit for the first 10 treatments which would total $2750 subtracting that from the $3320 I paid originally I would receive a refund of $570. I told her that was unacceptable and made no sense to charge me a discounted rate but refund based on the full price and I wanted half of my money back since I had only used half of my treatments. Renee told me she would contact her Regional Manager and see what she could do but it might be awhile before she heard from her because she was in the air on a flight. I think they might use that excuse on a lot of people. I waited another day and heard nothing so I emailed back to find out what Renee's Regional Manager said. Renee' emailed back and told me her Regional stated the same thing of $570 for the refund. I told Renee that was not acceptable and Renee said she would go back to her Regional a second time and see if she could talk to her. I did not hear back so I emailed again on a Friday afternoon and asked Renee to let me know something before the weekend. I emailed again on Saturday because Renee told me she would be in the office on Saturday. She emailed me back finally at 4 in the afternoon and said she had not heard from her Regional yet. On Monday morning I received an email from Renee by accident. It was an email to her Regional that Renee had sent that very morning.in the email she stated that "Kathy, I hate to start your Monday out like this but this client, Deborah Fulcher has been harrassing me w/emails... She has sent me 4 since Saturday and 2 on Saturday. She would like to receive 1/2 back of her 20 amerismooth treatments that she paid for. She was not pleased when I explained that you would be in office on Monday. Please let me know what we can do and/or what I shoudl put refund in for. The longer we wait, the more steamed she'll be and she is already there". This email proves that Renee had not contacted her Regional the two times the week before as I was told. It also proves that Renee does not have spell check on her computer because I copied and posted this email. It also proves that Renee also lied about telling me the Regional would be in the office on Monday when she told me no such thing. I then emailed my complaint to the Corporate office. I received a phone call from Amber Herrera that day stating "my complaint had been forwarded to the individual that handles them and I would either hear from someone that day or no more than 5 to 7 business days. I received a phone call from Ovita on the 7th business day at 6:00 pm. So they took the full 7 business days and waited until dinner time to call me. Ovita asked me what my complaint was even though I was told she had all my emails and was reviewing my complaint. I explained in detail my complaint and that I wanted a full refund. Ovita said they did not refund based on results of their treatments. I tried to explain to her that it was not about the results it was about their services and the poorly trained techs. Ovita admitted that the email I received from Renee that she sent to her Regional was mistakenly sent to me. I could not believe someone at Corporate would actually admit such a horrible thing but that was her stupidity. Ovita then told me she did not have the authority to give me a refund so she would have to go to the Regional and see what she said. Now keep in mind the employee Amber told me my complaint had been sent to the person that would handle it, Ovita. Ovita is now telling me she does not have the authority to refund me and she would have to contact the Regional Manager. Ovita also had me tell her my entire complaint all over again even though I had emailed the information in detail. Ovita and Renee were both rude, dishonest, patronizing and basically acted as if they did not care what I had been through. Ovite repeatedly tried to get me to say I wanted an email because I had not seen results from my treatments and that is because they do not give refunds based on no results. I kept telling her that originally I just wanted a refund for the 10 treatments I had not used but because of the poor services, unprofessionalism, poorly trained techs and out and out lies from management I felt I should be refunded in full. I took time off work to have these treatments and two times I had to reschedule once I got there because their machine was broken, the other treatments were so painful or the machine didn't work half the time I have no way of knowing if I would have seen results or not and that is not something I had any control over.in the end Ovita said that no matter what "I was not going to receive a full refund". She is currently suppose to be contacting the Regional Manager... Which I find interesting since that is who was supposedly contacted in the first place. I think American Laser is ripping people off with false advertising, unprofessionalism, and employees that are not trained properly to perform the treatments that are offered. I think they will go to any measure even out and out lying to get someone to spend money, knowing full well they are not properly set up to administer those services. I am completely shocked that I am even having to explain myself at all on such a cut and dry situation. I think American Laser should be investigated for fraudulent business practices and services.
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