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:10/09/2024

  Type:Sales and Advertising 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.

  Signed paperwork 6/28/2024 Price of Device $137,900 Funding provided by De **** ****** ******************* $150655.75 Fully loaded Lumenis Stellar M22 The Orange County sale Reppromised and misled the capability of the device. With the different handle pieces of a * Switch (Laser facial), *** (leg veins), and RESURFX (Deep resurfacing). The sales *** has said in our zoom meeting presentation as well as in text messages that the * switch is able to be performed on tanned skin all summer long. That the *** laser can collapse spider veins, and the RESURFX deep resurfacing. Also, the sales *** said that I can stack combination treatments with my other laser device. It was nearing end of quarterly sales and ***** *********, *****, **** ******* were calling me multiple times on the weekend to make the sale where I was put under substantial pressure. I was not given the opportunity to DEMO the device. On training day with ******* Lumenis trainer ******* had turned down most of the models that day that had a tan and said that we are unable to perform the device because the models with tanned skin will burn and proceeded to show me a photo of a patient that was burnt with the * Switch who had a tan. The trainer had also declined multiple RESURFX models due to a tan. When the Lumenis Laser *** had promised Deep resurfacing results with the RESURFX, models were disatisfied with the results. The models we had for the *** laser did not even collapse the spider veins. I was also told by the *************** ********* that I am able to stack laser treatments with my other devices, ******* the trainer had said that is not an option and the patient can have an adverse event and burn. - Ship date on the device was 7/29/2024 - First email for request of return was 8/25/2024 - Multiple requests from me and my attorneys to discuss returning the device, with no responses and declining to commit to a meeting with my attorneys.

  Business Response

  Date: 10/29/2024

  Here are the facts:
  Because Ms ***** acted before the end of June 2024, she enjoyed a huge discounted price for a fully loaded Lumenis Stellar M22 including three (3) handpieces:  Q Switch (Laser facial), *** (leg veins) and RESURFX (Deep resurfacing).

  The Lumenis Stellar M22 can be used on Skin Types I VI, including tanned skin.  As an experienced professional (e.g., besides ***** treatments, they used another high quality laser; this is not a newbie shop), Ms ***** knows that even tanned skin cannot be treated if there has been recent sun exposure.  Thus, the trainer acted conservatively and an excellent training session took place.

  Yes, the *** laser can collapse spider veins and the RESURFX provides deep resurfacing.  Regarding combo treatments, here is what the sales *** actually wrote:

  As long as skin type is taken into consideration with settings, and patient skin tolerance and safety is kept in mind then practically any combo can be done

  Of course you need to use judgment based on the reality of the situation!  No surprise here.

  Yes, an email requesting return of the M22 was sent on 8/25/2024 and additional requests for return have been made. Contrary to Ms ***** claim, no one has refused to meet with her attorneys. 

  In light of the fact that the Stellar M22 performs as expressly ***resented,there is no reason to rescind this transaction. It could very well be that Ms ***** has been approached by another company or has changed her business model. Lumenis has delivered and stands by its product.

  
  

• Initial Complaint

  Date:09/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Manufacture refuse to provide warranty within a year of the machine got manufactured.

  Customer Answer

  Date: 09/18/2024

  Hi,
  Than you so much for responding, I purchased a laser machine from Lumenis ******* since the machine I purchased was not approved by *************, they gave me an old version of the machine I purchased for me to use for then. Then the machine got approved in 2024, so they swapped the machine to the new machine in February 2024, but now there is something wrong with the machine and I called their support department, they said my warranty has expired, they told me the 1 year warranty of the machine I took delivery in 2024 February counts from the time they gave me the old machine. So I dont have the warranty on my new machine, but on the back of the machine shows that the machine was manufactured in 2023-Dec, I think the 1 year warranty should count from the time I took delivery of each machine, it shouldnt be overlapping like this.

• Initial Complaint

  Date:03/04/2024

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  Sold me a defective machine and now they refuse to speak to me

  Business Response

  Date: 03/05/2024

  At ************************, located in Beautiful ******, **, we specialize in a holistic approach to rejuvenation, offering neurotoxin and filler treatments, personalized weight loss programs, hormone replacement therapy, cutting edge peptides, and the TriLift anti-aging solution to help you look and feel your best.
  
  Dear *****,

  Your website is great and I see you offer a spectrum of treatments.  I can understand why the triLift would be a complementary approach to your practice.  The presentation of the triLift is quite impressive and, yes, this was a serious investment.  But, no, you were NOT coerced

  I note that you signed the sales contract and then financed your purchase.  The documentation was completed on September 29, 2023 and the triLift was delivered on September 30,2023.  I assume you understood the payment terms to which you agreed with the third party lender.  It is an obligation you must meet and, yes,they will do what they must to enforce the agreement.

  I am surprised to hear that your business has no revenues and that you get by only on your VA disability payments. Lumenis is very interested in your success and I have asked for a different sales rep to reach out and see what further support can be provided.

  Your Center seems to be well placed and you should be able to take advantage of the triLifts unique features.  Best wishes for success!

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21376025
  
  I am rejecting this response because:  I had to move to ******** to get a job so I am no longer in ******.  When I was in ****** I begged my rep to help me.  *** marketing company through leumenis did not help me at all and I had over 30 fake leads.  I reached out to every single one of them and not one of them answered or called or emailed me back, which seems a bit odd to me.  *** machine needs to be repaired for one, it does not heat up to the appropriate temp, I told my rep this but he never responded.  I counted on my rep and the marketing department to get me started but no one was willing to help me.  And like I said, I am no longer in ****** I am in ********.  Not sure who can help me now as I have a full time job.  I am willing to hear what someone has to offer, but I cannot afford to pay the lease payment at this time until I would get clients and the machine was fixed.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/02/2024

  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 was shocked to see that I had the EXACT same experience as another customer of ********************** on this platform. My Stellar M22 laser was only barely 2 years old when we got an error message of a Q switch handpiece needing calibration. We had not renewed the $16,000/year warranty after the first year as we are a very small practice and could not pay for this expense on top of the large monthly laser payments we will be making for many years. We did not expect a brand new laser to have issues.Similar to the other customer, we only used this handpiece approx **** hours per week and had no physical damage at anytime. We were instructed that a supposed technician would come do a check from Lumenis. This person quickly looked at the machine and read the same screen message to us. He did not bring any tools or take anything apart nor try to repair anything. He charged $3600 for this site visit and concluded we needed to replace this $39,000 handpiece. For a machine that is over a quarter million dollars, you would expect the mechanics to last more than 2 years of light usage. This is complete nonsense and akin to printer companies programming error codes in ink cartridges. We are now completely upside down on this machine and unsure how to handle our loss of business. We have a huge unexpected expense of having to purchase a new handpiece for a 2 year old device on top of the $3600 spent for a nonsensical tech site visit.I would not recommend this company to anyone.

  Customer Answer

  Date: 02/02/2024

  ***************

  Business Response

  Date: 02/23/2024

  Basically, the complaint is that after the unit was over one year OUT OF WARRANTY -- a handpiece had to be replaced.  Actually, the annual service contract price (which covers the ENTIRE unit, not just the *** is less than $16K.  In any event, after the business decided NOT to enter the service contract -- Lumenis is supposed to cover the cost anyway???  There were NO ISSUES for OVER two years ... but somehow we are criticized for MEETING OUR OBLIGATION???

  Actually, we have a picture of the ** and it appears it has been DROPPED and DAMAGED; it was NOT ordinary wear and tear....  And, yet, the customer is blaming us?!

  Also, as has been clarified to this customer, the cost of the replacement is NOT $39K; it is much, much less.  And, on top of that:  we offered a 30% DISCOUNT!

  This customer has been in touch with us and we are trying our best to help them find a way to purchase a replacement **.  However, it is simply WRONG to complain about a fair business transaction where we have MET OUR OBLIGATIONS and offered generous terms....

  Sorry, but not our fault.

• Initial Complaint

  Date:02/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We purchased a medical laser from this company. At the time of purchase it was not disclosed that after 1 year of owning the device it would cost $15,000 per year to renew the warranty. We opted not to renew the warranty because of the cost. We are a small business and could not afford $15000 per year. We have owned the device for 2 1/2 years. We recently had an issue with the device clicking during IPL treatments and presenting multiple error codes that would require us to shut the machine off and then turn it back on to resume treatments. After several days of that the machine stopped working completely. We contacted Lumenis to arrange service. We were charged a $4000 service fee for the technician to walk in the door. The technichian evaluated the device and told us that there was a fuse board that had a burn on it that would cost $8000 to replace. He assured us that he had looked over the entire device and that replacing this part would fix the problem. We agreed to have the device fixed. The following day we attempted to use the machine again, the error code was resolved but the clicking sound continued. We contacted Lumenis again and were told that the clicking sound was not reported as part of the inital complaint (which it certainly was) and that they could not come out again unless we paid an additional $4000 because this was an new problem. My assistant and I both spoke to the technician at the time of the initial evaluation. The clicking sound was reported via phone at the time of the appointment and again to the technician at the time of the visit. I would like Lumenis to fix the device and resolve the clicking problem for the $12000 that was already paid since this was part of the original issue and we were assured by the technician that the $8000 part would fix the problem. For safety reasons we are not able to use the laser until it is repaired because of the risk of potentially burning a patient so we are losing money each day that this laser is not in operation.

• Initial Complaint

  Date:10/06/2022

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  My Cousin, **************** and I went to a ***** convention on 9/21/22 in **************** and they were advertising about the ***** Device. I bought the ***** device to try it for 10 days, but once I received it I wanted to return it the same day of delivery unopened. I called for a refund and told them I would return it and for them to cancel my subscription. They told me that I had to stay with their program for 6 months and I had a 10 day trial to only view and try out the product, but I cannot return it and I have to stay in for 6 months Subscription. I told them that I was only told that I have a 10 day trial and the spokes person told me nothing else about it. I was not told that the trial was only for review and that it would turn into a 6 months Subscription and I also wasn't told that if I don't cancel with-in 30 days before the 6 months Commitment, that I would automatically be signed up for a 3 year subscription. I am making a complaint, because of ***** /Lumenis Be Inc / Lumenis Inc of being a fraud and misrepresenting to me what they were actually selling. They are refusing to accept my cancelation which was timely. I cannot afford this machine and would like my total refund back and to cancel my subscription.
  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/10/28) */
  We are conducting an internal review of *** case#*******. Currently, our review supports the complainant entering into a 3-year Subscription Agreement (the "initial term"). The signed Agreement contains language addressing the rightful rejection of non-conforming goods as well as the cancellation of the agreement within an established time period that precedes the expiration of the initial term. We will continue to investigate the complainant's claims for any justifications indicating an amendment to the signed agreement in support of an earlier cancellation period than the stated period set forth within the agreement. In addition, we will acknowledge that the complainant's submission to the *** is her notice to cancel the agreement pursuant to its stated terms. We look forward to working with the complainant to reach a conclusion which is satisfactory to all parties.
  
  
  Consumer Response /* (3000, 7, 2022/11/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Even though I returned the device they still haven't returned a refund of $1829.91. Or any information pertaining that.

• Initial Complaint

  Date:09/29/2022

  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.

  We purchased a Splendor X Laser from this company on 3/30/2022. We had one training session with a trainer that works for lumenis on 7/23/22. she damaged the fiber optics on the machine during training. We were informed when the technician from lumenis came to repair the laser that the portion she damaged is not covered by the warranty and the fiber optics are very fragile. The invoice we received for the damage caused by their employee was for 2,700.00. We have to date not used the machine as we have determined that this machine is fragile and was misrepresented at the time of sale. We have been trying to work with Lumenis to return this machine and they have continued to prolong the return process.
  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/16) */
  Internal review of the training process has confirmed the fiber was NOT broken at training. There were NO problems with ANYTHING during training.
  The trainer left the unit (including the fiber) in good working condition. She did NOT damage the unit. She did NOT break the fiber.
  At the time, the customer signed a glowing report of satisfaction with the training and operation of the SPX.
  Then, when the customer used the unit -- the fiber was broken. It worked when the trainer walked out the door. Lumenis is not responsible for the fiber.
  At issue is whether the fiber is under warranty. Notably, the travel costs and labor ARE covered under warranty. These amounts were NOT requested from the customer. The cost of the part is NOT covered by the warranty and the contract states this clearly.
  This is the true issue.
  The customer refuses to pay for the part (after Lumenis incurred costs for travel and labor -- and installed the part!).
  Customer refuses to perform in accordance with the written agreement of the parties. The customer should just start using the SplendorX and profit while providing important benefits to patients.
  
  The unit is working in accordance with specifications. How the customer chooses to use the laser is up to the customer. Lumenis has acted in a commercially reasonable manner and has met its obligations. Best regards.

• Initial Complaint

  Date:09/19/2022

  Type:Sales and Advertising 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.

  We signed a written contract to purchase an Optilight IPL unit. The sales was a high pressure sale with "only so many left, you need to sign today". Specifics were asked about the warranty after the initial 12 month manufacturers warranty and those questions were answered with "you don't need any extended warranty, and even if you did they are inexpensive". Later I discover a full year extended warranty is up to 10-15% of new unit. Replacement parts are also very expensive.
  
  I called within two weeks to cancel the order after it had shipped. I told them I would gladly pay to have the new unit shipped back, but wanted out of the contract. They have refused to grant any release out of the contract. It will now be very difficult to work with a company that doesn't support its end user. This is an instrument they takes extensive training and has consumable pieces that have to be purchase by their company. I cannot trust a company that has been dishonest in their sales presentation, warranty, or refund.
  

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 8, 2022/10/09) */
  Contact Name and Title:*************, Company Cou
  Contact Email: ************************
  The customer is an elite doctor with a sophisticated practice. He had ample time and opportunity to evaluate this unit and signed a contract, paying a deposit. He has expressed dissatisfaction with the sales process but concedes this is the only FDA approved device for Dry Eye. He has filed this complaint to pressure us simply because he wants to cancel his contract rather than meet his commitments. This complaint is spurious and lacks substance.