Complaints

This profile includes complaints for LightRx's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  LightRx

  19500 Victor Pkwy Ste 250 Livonia, MI 48152-7012

• 

  LightRx

  44150 12 Mile Rd Ste 200 Novi, MI 48377-2649

• 

  LightRx

  12091 Perry Hwy Ste 2 Wexford, PA 15090-8394

• 

  LightRx

  12519 Olive Blvd Ste A Creve Coeur, MO 63141-6311

• 

  LightRx

  9360 W Flamingo Rd Ste 104 Las Vegas, NV 89147-6426

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:09/23/2023

  Type:Service or Repair 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.

  I started treatments at LightRX. Based on the initial assessment I was told that 2 specific processes combined would give me the results that I wanted. Half way through the treatments I had voiced concerns that I did not see any improvement. I was told to finish my treatments and to give it time. I finished my treatments waited over the 30 day allotted time and still no change. When having my review at the end of the treatment. They tried really hard to try to find any improvement from when I started. When I said that I didnt get what I expected the response was to try to sell me another package. This is not acceptable they should not lead people to believe there treatments work. I dont believe they have the ability to make these types of determinations. I believe they should have offered the other treatment for free Since they felt this new service would give me the results I wanted.

  Business Response

  Date: 09/27/2023

  ******** completed all purchased treatments. We do not have a guarantee on any of our treatments and that is noted on our website and in our consent forms which ******** signed. It is also important that the treatment protocol is followed in order to achieve best results.

  Customer Answer

  Date: 09/27/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  I understand that there are no guarantees, however, I feel that this group knew long before the treatments were finished that there were no results.  I had voiced my concerns multiple times during my treatments.  I received responses such as, you should have had Botox to address your issues, you do not look bad, you look great, you look young, etc.  ***n the kicker was, what results were you trying to achieve, and they went to tell me about another service.  I asked was the services that I received supposed to do the same thing?  i.e. skin tightening, and they said yes.  Leading me to believe that the wrong treatments were provided in the first place.

  Also the quality of the treatments changed as the person providing the treatment changed.  I would initially have treatments that lasted for at least ***** min.  ***y would not do the complete treatment (either claiming they felt I did not need it or they did not know what was included in my package.) My last treatment, which should have been ***** min was actually no more than 15min.

  Could the lack of consistency be part of the problem?  I believe so, it was evident that once the more experienced staff left their was a notable difference in the treatments I received. 

  What is very clear is that the more experienced technicians seemed to know what they were doing and how to conduct the treatment.  *** less experienced staff, just did not do a good job, nor did they seem to care when you voice concerns.  ***y are just inexperienced at least in the services that I paid for.  

  Stating that there is no guarantee, is understood but the lack of integrity in their services, or application of services is what is unacceptable.  *** services I was sold were the more expense of their services and to want me to continue to pay for additional services that *** or *** not work shows no integrity.  Basically what they are saying is they have no accountability for their products and services and if you do not get any results they are not willing to work with you to come to a compromise, to have a satisfied customer.  

  Just knowing that I saw 0 results a little customer service, offering a complimentary service, a re-evaluation, something would have been better than a come-on sale for another package.  

  ***re was no attempt to even try to make this right and I hope they understand that when people come in for a service, even if they do not think they need it.  It is not about them, it is about the client and you should preform the service to the best of your ability.  This was missing with the younger staff as they seemed to be bothered more than anything and ***be their needs to be some additional training provided, not only on the machines but customer service skills.

  ***y should also be a bit more professional when speaking in the lobby, to refer to one of their co-workers as "*** Older Lady"  not acceptable.  Wonder why she is no longer their.  

  I am not asking for all of the money back that I have spent, but I do believe their should be some compensation based on the manner the treatments I received were given:  
  

  No consistency with the treatment areas.

  No consistency with the timing of the treatment.

  If they will not even consider anything until the treatments are complete and this is the result (too bad) then what recourse do you have?  Purchase yet another package? 

  Regards,
  

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

• Initial Complaint

  Date:09/21/2023

  Type:Sales and Advertising 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.

  $5,000 Cash price Amount financed $4,500 Date of purchase 7/26/23 Starting in May I did an over-the-phone consultation, and was told to purchase the Venus ****** package. I purchased the package recommended to me and contacted the lady that sold me the treatments on the phone through text because thats how she was contacting me. And she never replied; I still have those text messages. At each treatment the personnel told me that it would take time to see results, and that its typically by the third treatment that results would be noticeable. However, nothing changed. I kept being reassured that I would see progress yet completed all ten treatments and still looked the same. When I reached out to the company for support, the lady that did my treatments pulled up my before and after pictures (in their system) and agreed that there was no change, which means that the $1000 that I had financed for this was wasted. Then was told again by a personnel that I needed one more package to see results! She then proceeded to talk to the store manager and offered me three complimentary treatments of Venus ****** and ******** laser. During those complimentary treatments, they sold me 2 more packages - 1 of sofwave and another 1 of Viva laser (each package includes 3 treatments, for a total of 6) saying that it would give me the results Im looking for. I completed 1 sofwave and 1 Viva and although its been months, I see no difference once again on my face! Felt devastated, I continued to be reassured/promised by the team that I would achieve results and truly felt both pressured and manipulated to buy the packages in the first place. Still, no results. Again, I feel like I was taken advantage of as a customer who was looking for improvements, was reassured of an outcome, and that didnt happen.I tried contacting the company and didnt get anything resolved. I just need help please. I get text messages about promotions for cheaper prices on those packages I purchased! HELP!

  Business Response

  Date: 10/12/2023

  A balance adjustment for $3079 has been made to *******'s financing account for unused services.

  Customer Answer

  Date: 10/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

  Customer Answer

  Date: 10/12/2023

  Hello 
  

  Can we adjust the minimum payment to reflected the change of the total balance after making the adjustments? It would be so helpful for me please. At the moment its pretty high. 

  Customer Answer

  Date: 10/12/2023

  Can you reopen the complaint so I can add something else please. 

• Initial Complaint

  Date:09/12/2023

  Type:Customer Service 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.

  Dec 26, 2022: $1,875 Feb 18, 2023: $1,000 On December 26, the clinic talked me into purchasing a cosmetic treatment package called Softwave therapy, including 3 treatments. This was after informing the manager that I wanted to loose fat in my cheeks. The manager stated softwave will help with that after I did ultherapy in another clinic and did not see any results. One session in and an employee said softwave will not help with reducing fat and i need to do Venus ****** treatments. Venus ****** will reduce the fat in my cheeks and showed me results of other patients. Every session i went to, i was constantly trying to be upsold the package. A few months later after seeing no results from softwave like the first employee said, i went ahead and opted into the promotion for the Venus ****** package. Includes 12 treatments for my face and 6 body treatments. Half way through the treatments i show them past pictures and tell them I'm not seeing results. They would constantly put me with new hires that are training instead of experienced employees and cut my treatments short promising me a compensation appointment for cutting it short. 9 treatments in they tell me the next visit is my final visit. I did 9 face treatments and 4 body treatments. This company is ripping me off for my treatments, putting me with untrained employees, cutting my appointments short, and scamming me into spending $2,875 with no results.

  Business Response

  Date: 10/20/2023

  Our regional director reached out to ****** multiple times to discuss but has not been able to get in touch with them for a treatment evaluation.  ****** purchased 3 Sofwave Cheeks, ***** ***** Lip and completed 2/3 treatments. ****** also purchased a 1 Legacy package for face and completed 9/10 treatments. In the event that an area was purchased, started and then cancelled, the treatment price without the package discount is owed. ****** is not eligible for a refund. We do not have a guarantee on any of our treatments and that is noted on our website and in our consent forms which ****** signed. It is also important that the treatment protocol is followed in order to achieve best results.

• Initial Complaint

  Date:09/07/2023

  Type:Product 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.

  On July 29, 2023 I purchased the treat to complete package for ***** at LightRX, ****************************************************************************. On August 2 or 3rd I called back and advised that I wanted a full refund for the package as I had not used any of the services yet. I was advised that I would receive the refund in the next 30 days. I have not received a refund at all and each time I call they tell me they have sent an email to the person in charge of that to get in contact with me by phone. I have yet to hear from them and have attempted to call two other times and get the same response. I believe this is unethical of them to not refund my money and I am requesting a full refund by made ASAP, today is not soon enough!! I didnt receive the services and therefore deserve my full refund. I will take legal action if necessary. Please contact this business with this urgent matter. Sincerely, ******************

  Business Response

  Date: 09/22/2023

  A full refund of $5400 has been processed back to ********'s Card.

• Initial Complaint

  Date:09/05/2023

  Type:Billing 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.

  In February 2023 I obtained the *********** month-to-month membership ($35/month) to receive a discount on Botox. Was told by the LightRx employees that I would be able to cancel the membership "anytime" because it was month-to-month and I did not intend to pay for an entire year's worth of treatments, just long enough to get the Botox. Since then I have decided not to do any further treatments so I called LightRx today (Sept 5, 2023) to cancel my membership and stop any future charges and was told that it is not possible to cancel and the $35/month would continue to be charged to my card until the full year was over (February ****) - even though I am NOT seeking further treatments. I was told by the employee on the phone that the only way to cancel would be to cancel my credit card/account that the payment was withdrawing from!Buyer beware - this so-called "month-to-month" membership is deceiving and you actually CANNOT cancel anytime!

  Business Response

  Date: 09/11/2023

  The membership has been cancelled, no further payments will be collected.

• Initial Complaint

  Date:08/28/2023

  Type:Product 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.

  Review fromLisa M 1 star 07/27/2023 I went to Lightrx in *********, ** and started my session on 5/3/23 with 11 treatments and it ended on 7/22/23 was told that the treatments i received would work. At first, the manager told me that i didn't need to do anything, then as time went on and having different people to my treatment. I was told that i needed to do my part in it to, like workout and drink plenty of water. So, I got a membership at a gym to workout. after about 2 sessions i talked to someone about not seeing any results. I was convinced that i would see results about halfway into the treatment. So, i went on a stayed with the treatments. After my second bliss session i went back to voice my concerns with another manager about the same thing, that I don't see any results. Again, i was told you are almost finish by the end of our session you will see results. I really don't even know if what they were saying was true about freezing the fat in my stomach. I do think that they are scamming people out their money. This is costing me about $3000.00 and it was financed and that's how they get you too. I want a refund of if not all but some of my money back. Because I tried to cancel twice.

  Business Response

  Date: 09/13/2023

  **** completed all purchased treatments. We do not have a guarantee on any of our treatments and that is noted on our website and in our consent forms which **** signed. It is also important that the treatment protocol is followed in order to achieve best results.

  Customer Answer

  Date: 09/14/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [This is what is on the site:LIGHTRX TREATMENTS
  We combine ****cleared, clinically proven treatments for dramatic results. If you want to get back into those skinny jeans, drop a dress size, lose the hair, or get your glow back, our highly trained staff will customize a plan using the latest technologies to achieve the look you want without surgery, pain or downtime. Safe, effective & affordable. *] * Individual results vary. Best results promoted by a healthy lifestyle. Images do not constitute a promise or representation of any particular outcome.
  **By submitting an application, I provide my signature authorizing contact from LightRx at the telephone number provided to discuss our services. I understand that I can revoke this consent at any time. All Treatments Are ****Cleared, Non-Invasive, Fast, Safe, Painless, and Effective. We Customize Treatment Plans to Your Unique Body Type and ************. Ready? No Pain, No Surgery. Clinically Proven. Easy Financing. *** Approved. As stated in my complaint, I attempted to cancel twice. But was told I would see results at the end. I even went so far as to get a gym membership so that it would help out with the treatments and consume the amount of water necessary. I felt as though II did my part in this process. They took a before picture of me and that was all, my last treatment know one talked to me about anything, no after pictures or nothing. So I feel I should get a refund only this alone.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/22/2023

  Type:Order 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 went into Light RX between April or June of 2023 to cancel my services that I had signed with a PROMOTIONAL OFFER in the previous July of 2022. I spoke directly to the spa owner and she said that I can't cancel my contract because I will be charged the full price if I decided to no longer use the services. This was a scare tactic because she then said that she can switch my services in substitute of another. I have already paid $2500 for my services used already. Now that my promotion is over and I tried to cancel before it was over ,now it"s well over $4800 that I have to pay in addition to my already paid payments. On top of that there is a 3% daily interest on top of the monthly interest of 29% . This makes it impossible to pay off. I feel that I should have been able to have it cancelled when i informed the business before my promotion was over and that I've paid for services rendered. I did the Neo laser treatment and there was no change at all in my skin appearance of which I saw no purpose of continuing the services. They said the best results are to follow their skincare regimen of which was to get it done 1x . I found that this is inaccurate because it should of been every 2 or 3 weeks to see skin improvement! This is just a scam to keep clients coming because its a longer process if its done at a slower rate. My skin showed no improvement and the laser just hurt. I've even asked to come 2x a month and they said no because it wouldn't work. In reality it would of been more effective and noticeable if treatments were done closer together, I think this company is misrepresenting itself to the public. There is a lot of information that wasn't covered in full detail when signing up for the services. They make it seem like you're getting a good deal when really they are scamming you into a payment plan that will keep you in debt to them, knowing that most treatments they offer are priced ridiculously high and results are poor in most reviews of treatment

  Business Response

  Date: 09/11/2023

  ****** completed all purchased treatments. We do not have a guarantee on any of our treatments and that is noted on our website and in our consent forms which ****** signed. It is also important that the treatment protocol is followed in order to achieve best results.

• Initial Complaint

  Date:07/19/2023

  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 started laser lipo treatments on May 26th i was told i would see results after 4 treatments. I see no results i look the same and do not want to continue treatments. I am being told that i have to continue treatments to see results. But was told before that i would se results after 4 treatments i have seen nothing. Spending $5,000 for something that is not working and i no longer wish to partake in this company is a scam.

  Business Response

  Date: 08/07/2023

  A $2585 balance adjustment has been applied to ******'s financing account for unused services.

• Initial Complaint

  Date:07/01/2023

  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.

  During initial consultation with **** on February 24, I felt humiliated when she closed the blinds, put on gloves, and said, “This is the part of the consultation where you stand in front of the mirror, pull your pants down, and show me what parts of your body you don’t like.” Although I told **** I was dissatisfied with my entire thigh, including the back, she assured me I would see improvement in the back of my thigh with Venus Legacy treatment of my inner and outer thigh. After purchasing this package, I returned February 25 for treatment with ***** at which time we discussed treatment goals. ***** informed me I would not see change in the back of my thigh unless I added Venus Legacy of this area. After consulting with ****, she was able to get me a “deal” on this additional area and full leg laser hair treatment. I feel deceived with the inconsistencies in treatment recommendations which resulted in additional up sale after initial purchase.
  The staff failed to maintain dignity, privacy, and respect during clinical care. Staff members remained in the treatment room while I was dressing and undressing. They were not careful to keep untreated parts of my body covered with a sheet. During a treatment, one of the staff members asked me, “Why are you even doing this?” When I informed ***** *. the laser temperature was hot, she said, “I guess I can turn it down a little.” My first laser hair removal treatment was March 20 with ******* *. She completed the treatment prior to having me sign the consent form.
  During most sessions, the staff’s laptop was left open on the counter displaying a multi-colored screen. On June 15, ***** ** briefly left the treatment room and her laptop was left open. It was then I realized the multi-colored screen I had seen previously was the patient schedule that contained patient names, scheduled treatments, monies owed, and scheduling notes. Personal information was unnecessarily disclosed and privacy rights were violated.

  Business Response

  Date: 08/07/2023

  Our regional director reached out to ******* multiple times to discuss but has not been able to get in touch with her for a treatment evaluation. ******* purchased 3 Areas of Venus Legacy and received 25 of 30 treatments. In the event that an area was purchased, started and then cancelled, the treatment price without the package discount is owed. ******* also purchased a Laser Hair Removal package and received 2 treatments. Once a laser hair removal package is started, it is non-refundable. ******* is not eligible for a refund.

  Customer Answer

  Date: 08/07/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20263692, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  

  Since this claim was opened, I have been contacted once by LightRX on 7-17-2023.  **** left me a voice message and I returned her call on the same day.  When asked when I should expect to hear from her again she stated, “at least by Friday.”  I asked for not only an update on my refund, but also on the action that was going to be taken regarding the HIIPA violations. I have not received any further correspondence from **** nor regional management. Due to the experience described in my initial letter, I request refund of my services in full and staff HIIPA training. Should this not be received, I will be filing a formal HIPPA complaint and continuing to escalate these matters. 

  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:06/20/2023

  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 sold a treat to complete and ***** for my arms, legs, and neck. The total for these services was $5100 that I financed. After three sessions (2 legs, 2 arms, one neck, 3 stomach). Due to health and mental health related issues coupled with other important transitions, I decided to forego treatment. My initial treatment was less than satisfactory but the service providers were good after that. I believe the manager on site tried to find a solution in my favor. However, due to my state I've requested to no longer move forward. The corporate office has thus said that I still have to pay ala carte for the service which is upwards to $3600 with NO RESULTS. I am disheartened by the companies actions and it seems unethical as NONE of this was shared with me when I first started treatments. I can pay for the treatments I've had as they were initially charged which should be no more than $1000. The neck services were supposed to be free. Please advise.

  Business Response

  Date: 07/17/2023

  A $3500 balance adjustment has been made to *******'s financing account for unused services.