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:04/09/2025

  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 sent my laser to have the beam realigned because it was off-center. When the laser came back after they said it was repaired it came back with the same misaligned beam and new issues The new issues included a loud rattling noise, and a part of laser beam had a shadow where the light was clearly not passing through. I noticed these defects as soon as it came back and showed them to the delivery driver. He agreed with what I showed him and called the owner to talk to him about it. Apparently he didn't know I spoke Spanish and have him on video confirming the issues in Spanish. He took the laser back with him to try again to fix the beam alignment issue and fix the new problems that were present. The owner called me to say he replaced 3 lenses and it would cost $1,200 but I had the previous message from the week prior telling me all of the lenses were good and I sent that to him refusing to pay. Clearly this was something he had broke when trying to fix the misalignment. He assured me the laser was now fixed and brought it back again. Upon this return of my machine, the alignment issue was fixed but the laser light was now flickering, the loud vibrating noise was present and now there was new body damage to the right side and underneath of the laser. I called the manufacturer to come diagnose the new issues and it cost me several thousand dollars to fix the mistakes this company had made. I am not asking for money to repair what they broke but I do want the $2,275 that I paid for repairs and transport refunded. I have all email and text message between myself and the owner where he told me the lenses were good and where I made him aware of the new issues immediately. Also, I have video recordings of phone calls from inside my spa of conversation between the delivery driver and owner of the business. Along with before and after pictures of the issues pre and post so called repair.

  Business Response

  Date: 04/15/2025

  Subject: Response to BBB Complaint by ****** Desautels 
  Order Number: INV-0008539 
  Disputed Amount: $2,275.00 
  
  Dear BBB and Ms. *********************** you for the opportunity to address your complaint. At Laser Tech, we are unwavering in our commitment to providing high-quality,clear, and professional service to all clients. We take customer feedback seriously; however, it is essential to clarify the facts surrounding your situation.
  
  *Background of Service Provided
  You sent your laser device to us for beam realignment, which our technician successfully diagnosed and repaired. After its return, you reported additional issues, including a rattling noise and shadowing in the beam. The rattling noise was simply due to a loose s**** on the cover, and the beam shadowing, while perhaps not aligned with your expectations, fell within acceptable limits.
  In response to your concerns, we efficiently arranged to have our driver pick up your machine at no extra cost. During this evaluation,our technician found the three handpiece lenses had minor blemishes, which were present before your original service. Despite our expert assessment that the original lenses were acceptable, you insisted on their replacement.
  
  We must say that none of the owners or the salespersons speaks Spanish, only our driver is speaking Spanish and we have no idea to what conversation you are referring to we would love to see the video
  
  *Resolution of Your Concerns
  To ensure your satisfaction and exceed your expectations, we replaced the lenses at no additional charge and waived substantial fees typically incurred for such services:
  - $1,125 for three new lenses
  - $825 for pickup and delivery
  - $1,250 for labor
  
  We fulfilled these requests to alleviate your concerns and appreciate your patience while resolving these matters. It is worth noting that your machine was returned only after confirming all reported issues were satisfactorily addressed.
  
  *Charges and Client Agreement
  You were charged the following, all of which were pre-approved:
  - $1,250 for labor
  - $200 for 2 new filters
  - $825 for initial travel and delivery
  Importantly, no additional charges were executed beyond this originally approved amount.
  
  *Regarding Your Refund Request
  You are now seeking a refund of $2,275 for third-party service and transportation expenses. However, it is critical to note that you did not contact us after the final delivery to communicate any dissatisfaction,which restricted our ability to address any remaining grievances.
  You chose to disputing the credit card payment and opening a case with ****** before trying to contact us  
  
  *To summarize:
  - Your primary complaint (beam alignment) was resolved to your satisfaction.
  - ********** services (lens replacement and transportation)were provided at no cost to you.
  - All charges were pre-approved and executed as agreed.
  
  We find no valid grounds to endorse your request for a refund.
  
  *Open Invitation for Further Discussion
  While we appreciate constructive feedback, we expect clarity and professionalism in our interactions. Should you have further concerns or wish to discuss this matter further, please feel free to contact us.
  
  Thank you for your understanding. We look forward to resolving this issue effectively.
  
  Sincerely, 
  *****
  Owner, Laser Tech
  855-LASER-00
  ********************************************************************
  
  *Please see the attached files
  video of testing the machine and beam aliment before the 2nd delivery
  Photo confirming beam is centered
  Photo of the replaced parts that your machine needed we installed new filters in your machine
  Photo of the condition of the machine when we received it dusty and need service
  Screen shot of the communication with you showing good communication and explanation throughout the process
  Screen shot of the last communication with you March 13th  the day the machine was delivered you never contacted us after the delivery with any concerns
  Invoice of the charges billed only the amounts that were inanity approved
  Credit card dispute that the client filled with ******
  

• Initial Complaint

  Date:02/14/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 am writing to formally address a situation that has caused me significant distress and financial loss. On January 10, 2025, I contracted with your business for DEKA CO2 laser repair and Cynosure Laser repair/maintenance, for which I paid a total of $8,600. I was assured that the work would be performed to a professional standard, and that the laser device would be fully repaired and functional upon completion.Unfortunately, not only was the service never properly carried out, but after numerous attempts to resolve the issue, I am left with a non-functional device and no response from your business. Despite my repeated efforts to contact you through phone calls, texts, emails, I have received no satisfactory resolution or even acknowledgment that the problem will be addressed, except excuses about you losing your luggage, and tools.The lack of repair and the failure to provide the service as agreed upon constitutes a clear case of fraud and misrepresentation. At no point did I receive the service for which I paid, and the business appears to have taken my money without any intention of fulfilling the *********** a result, I am requesting a full refund of the $8,600 that I paid to your company. Please let me know how you plan to address this situation within 2 business days. If I do not receive a response or refund by February 17, 2025, I will have no choice but to take further action, which will include filing a formal complaint with consumer protection agencies and pursuing legal action.I hope this matter can be resolved swiftly and amicably. I look forward to your prompt response and a fair resolution.Sincerely,Finesse Cosmetic Surgery ******, **

  Business Response

  Date: 02/17/2025

  HI, 
  
  I looks like there is a confusing and this claim reached to us my mistake 
  
  the last time we did business with Finesse Cosmetic Laser & *********** was in 2021 

  attached is a transaction history 

  they never reached out to us for this CO2 repair, they didn't paid us anything
  

  we haven't been in contact with them and have no idea about this matter 

  please double check who they were in contact and who they paid to - it was not Laser-*************;

  please remove this clime form our record 

  thank you!

   

  Customer Answer

  Date: 02/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that there are two different companies with the same name. I will resend try complaint to the correct company
  
  Sincerely,
  
  *** *******