Written on: 30/01/2013
I began my laser hair removal journey in April of 2012 in Indianapolis, Indiana. I was sick of the in grown hairs "down there" and having to shave all of the time. Even when I would shave and have a bathing suit on there was still that "peppery" look to my skin around my bikini line. Something had to be done. I met with the consultant in Indianapolis and decided that I would treat myself. She was able to fit me in for my first treatment just a few hours later. I was a little anxious and scared going into my first appointment as I think most people are. My provider (unfortunately I've forgotten her name) was fantastic! She took breaks when I needed them and was very knowledgeable and understanding of what I was going through. My second appointment in Indianapolis was the same experience. Everyone was very nice, friendly, accommodating and patient with me. I was relocating from Indianapolis to Pittsburgh after my second treatment and discovered that at the time, the closest Ideal Image location was in Newark, Deleware. I had my records transferred to that location to prepare for my third treatment.
I made the assumption that my experience in Newark would be just as friendly and customer service oriented as in Indianapolis. Not at all! The only positive thing that I have to say about that office is that when I was running late due to a thunderstorm for my treatment, the receptionist was friendly and told me to take my time and be careful. Upon arrival, the same receptionist was friendly, but my provider was awful. She was not friendly at all. When I explained to her that sometimes during treatments I need a quick break because of pain, she only said ok and acted as though I was causing her a big inconvenience. She was not conversational when I tried to make the effort to communicate with her and barely smiled at all. At the end of my treatment she told me that if I was in so much pain that I needed to pause treatment, that I should really purchase the numbing cream. I feel that for as much money I am paying for these treatments, the least this woman could do was take a minute break here and there for me. I left the office very unhappy with my experience. Luckily, during this time period, the Wexford (Pittsburgh) office opened and I was able to transfer to my local location. Of course the Newark office had to make this experience an unenjoyable one as well. It took multiple phone calls by both myself and the Wexford office to finally have my records transferred to them. I would not recommend the Newark office to anyone. With the exception of the one woman that I spoke to on the phone, my experience was horrible. If I had to go back there I would've cancelled my treatments and asked for a refund of the rest of my money.
The Wexford office has been my favorite of the three Ideal Image locations that I have received treatments from. They are fantastic. Kim is the woman who works in the front and sets your appointments, makes reminders phone calls, etc. Her customer service skills are exceptional. She is always friendly and inviting when you see her. I called a few days before my last treatment to see if I could move my appointment an hour or two earlier. When I called, Kim told me that unfortunately there was a fairly lengthy appointment infront of me and I probably wouldn't be able to get in earlier than my time. The following day, she went out of her way to call me and let me know that the appointment had cancelled and I could come in anytime after noon. I was so appreciative as she did not need to go out of her way to call me and it also made my day run much more smoothly. That is a prime example of great customer service. Nicole, the lead sales consultant is very friendly as well. She is knowledgeable on the products and pricing and is not just trying to sell you on something. She genuinely wants to ensure that the customer is able to take advantage of great offers and really has our best interest in mind. My provider during my past two treatments in Wexford has been Charity. She was also very friendly and knowledgeable on the hair removal process. She checked in with me throughout my actual treatments asking if there was anything I prefered she do to make the treatment run as smoothly as possible. My most recent provider Christine, began in Wexford recently and was just as fantastic as Charity. She was just as excited about the great progress I've seen through my treatments as I am and was also very customer service oriented. We chatted through my whole treatment and she, just as Charity did, gave me "a second to breath" any time I needed it throughout the duration of the treatment. All in all, Kim, Nicole, Charity and Christine are customer service focused and very accommodating. I would ABSOLUTELY recommend this office to anyone considering laser hair removal. Although Ideal Image is not the cheapest, they are definitely the best and well worth it. To me, if someone is taking a laser to any part of my body, both customer service and knowledge about the product are significantly more mportant than cost. To me, this is not a place to cut corners. I am more than thrilled with the progress that i have seen over my six treatments and cannot when to determine what my next treatment will be. Thank you so much to the Wexford office!