Complaints

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

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  Full Spectrum Laser, LLC

  6216 S Sandhill Rd Las Vegas, NV 89120-3204

• 

  Full Spectrum Laser, LLC

  7310 Smoke Ranch Rd Ste D Las Vegas, NV 89128-0257

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:01/17/2023

  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 purchased a Muse Titan last January. (Free shipping and no tax since I purchased from ************************** instead of Full Spectrum directly, so I saved about a thousand dollars but still spent nearly $10k on this machine) On November 25th the machine stopped powering up. I tried calling tech support but sat on hold for about 30 minutes and then the call disconnected. I then opened a ticket explaining the issue. Three days later they responded to the ticket instructing me to take the machine side cover off and send them a video showing any lights coming on. I sent the video and... no response. I then sent a ticket reply asking if it is normal for a reply to take so long. Finally on December 14th they instructed me to remove the boards from the machine and mail them to FS Laser. Which I promptly did. By December 21st they shipped the repaired boards back to me. When I installed the boards the machine powers up but will not autofocus and the laser fires intermittently if I try to send a job. I updated the ticket explaining the issue and once again heard nothing for a week. Finally I called and waited on hold and got to speak with a guy who told me the engineers would be reaching out that day January 4th. It's now January 14th and I still have not heard back from them.Not sure what to do now. My warranty expires at the end of this month.I wish I had purchased a generic laser from ***** since parts and service items are readily available, and I wouldn't be limited to one company that could help with problems.

  Business Response

  Date: 01/17/2023

  Thank you for your feedback. I surely do apologize for any delays here but we are actively working with you and currently you have had daily response to troubleshoot your issue(s) and we are committed to get your machine back in working order quickly. Also providing a video call to go over this within our teams availability. 

• Initial Complaint

  Date:12/13/2022

  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.

  On Jul 29th, 2022, I placed an order for the company's Titan Muse system, I also ordered the optional water cooling system. From the start of using the machine I had issues that eventually led me to believe there was a major issue with the machine by week 3; primarily because the machine no longer worked and I had paid for a 100W machine and they send a 90W. I contacted the company regarding the issue and asked for a replacement machine. I had discarded the shipping container, so I asked for them to send the machine first, and I would send the broken one back. when the new machine arrived, it did not fire the laser at all. I went through their troubleshooting list and determined that it was a tube issue, upon close inspection I noticed the filament inside the tube floating around in the coolant. I sent videos of the troubleshooting process as I went through it and floating filament video. I also advised them that they had once again sent me a 90W machine, and now they also did not install the necessary parts to use the $800 cooler I purchased from them. Additionally, I asked for information on how to get the first machine back to them. Within 36 hours closed my ticket as resolved and will no longer return calls or emails. Now I have 2 paperweights and am out of pocket just under $12,000. I am also displeased that they say the machine is designed, manufactured, and assembled in the ***. This is a Lie! when you open the machine, all the parts are Chinese. I would have never purchased from them if I know I was buying Chinese electronics. While they have started scrubbing all their Made in ******* statements, you can still find some floating around as you see in my attachments.

  Business Response

  Date: 12/14/2022

  Thank you for your feedback and we surely do apologize for the issues you've had with your machine, we had indeed exchanged your unit with a newly updated model that has the water chiller integrated within the machine so the water chiller that was paid for was at that time "free" given the increase cost of this machine compared to the original unit. You had created another ticket within our system which was not "closed" but simply merged into the current ticket we are assisting you with which may have appeared closed but this simply was merged into the active ticket, we have been in correspondence via this support ticket.
  
  The machine is indeed manufactured in the US at our facility - We cut the metal for the machine, powder coat, etc and ensure it passes our testing fully which it had when it left but there may be shift or damages with transit of the machine to you which is out of our control but we do indeed work on correcting the issue if some arise.
  
  I understand you will want a refund of the machine and will agree to this even past the 30-day return window we offer. We will be following the return process within our Terms and Conditions page at www.fslaser.com/terms and will provide this information to complete the process.

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18565559
  
  I am rejecting this response because:

  1. The company's interpretation of their purchase agreement is that even though the machine arrived defective, the expectation is that the purchaser pays for return shipping and that prior to refund a 20% restocking fee will be charged on a DEFECTIVE machine as well as ALL accompanying accessories. In my case, this would be a charge of $2,360 NOT including the cost of shipping the unit, which is approximately $500. Thus, I pay the seller $2860 and receive nothing.
  

  2. on Keeping the machine, the seller stated in a phone call that because the laser PEAKED at 102W it is a 100W machine, however, the manufacturer of the laser places a label that clearly states the contracted wattage was 90W,and that during QA testing the laser peaked at 102W. RECI states that this means it is a 90W laser, which can peak as high as 102, but is NOT the wattage of the machine; Thus, not only do I have a broken laser as shown to FS Laser, but they are "SCAMMING buyers by selling them laser below what is paid for, and stated that I have the correct wattage laser, regardless of if it is broken,and would receive a similar one in replacement if I chose that route.
  

  3. The internal tank is NOT a chiller as the respondent would have you believe. It is actually a radiator cooler NOT a refrigerated cooling unit like the one I purchased from FS Laser. This is another example of how this company continues to attempt to pass incorrect information to cover blatant misstatements of facts. Additionally, as per the machines included instructions, there should have been a connection provided to connect to my "Chiller", but they failed to include it in the build. Additionally,it is my belief that this machine was refurbished, not a new machine, as several of the parts and accessories that the directions stated were included were missing.
  

  4. I believe this company conducts business in a manner that could be construed as "to SCAM" individuals by making certain claims regarding their product that is not true. I believe individuals who have made similar complaints should be contacted to determine if this company has indeed been creating sales through inappropriate claims and actions.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 01/03/2023

  Just to be clear across the board there is no "Scam" involved with either the machine, tube or any other aspect mentioned. We've stated already we would be providing shipping labels to get this units back to us, the customer currently has two Muse Titan units in your possession as we've already tried to aid the customer with a replacement unit. The customer wishes now to have a refund and not do any further troubleshooting so we will need these machines back to our facility as soon as possible and this has already been presented to the customer via our support ticket system. 
  
  At no point is your machine refurbished and each are built brand new. Please follow the details via our support ticket system to get this machine(s) back to us so we can process the refund as you requested.

• Initial Complaint

  Date:11/07/2022

  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.

  ON Apr 14, 2022, 11:48 AM I REACHED OUT TO FULL SPECTRUM LASER VIA EMAIL IN REGARDS TO A CAMERA CALIBRATION MALFUNCTIONED AND OTHER ISSUES THAT I WAS CURRENTLY HAVING. THE CAMERA WAS PRODUCING A DISTORTED IMAGE AND WAS NOT WORKING AS ADVERTISED OR AS INTENDED. I ADDITIONALLY INFORMED THEM OF MULTIPLE ISSUS THE ****E WAS SHOWING, FOR EXAMPLE: THE CAMERA WAS NOT WORKING AS IT SHOULD, THE **** BODY PAINT WAS NOT PROPERLY DONE AND ITS FALLING OFF, THE ****S TOUCH SCREEN IS NOT RESPONDING AND OTHERS. *** CONTACTED THEM VIA EMAIL AND PHONE BUT AFTER W WHILE FULL SPECTRUM LASER STOP RESPONDING TO MY EMAILS AND CALLS. I ESCALATED THE **** BY CONTACTING A LEGAL GROUP AND SENT THEM A COMMUNICATION LETTER ON AUG 17TH 2022 AND TO THIS THEY THE COMPANY HAS NOT RESPONDED BACK. UPON SPEAKING WITH THEIR TECHNICIANS THEY HAVE CONTRADICTED THEM SMELF IN MULTIPLE OCCASIONS AND EACH INDIVIDUAL PROVIDED DIFFERENT INFORMATION COMPARED TO THEIR PROMOTIONAL VIDEOS AND WEBSITE. THE TECHNICIANS PROVIDED GUIDANCE AND INSTRUCTIONS TO RELOVE THE SITUATION BUT UP TO THIS DAY AND MY MONTHS IN TO THE PROSES AND MULTIPLE EMAILS ITS STILL NOT RESOLVED. IN THE *** ATTACHED YOU CAN FIND ALL THE INFORMATION NEEDED LIKE PURCHASE DATE, DELIVERY DATE AND COMMUNICATIONS ALONG SIDE MUCH MORE. ALL IM ASKING IS FOR A FULL REPLACEMENT OF THE ****, ALL COST COVERD BY THE COMPANY SENSE THE **** IT SELF HAS HAD MANY ISSUES AND IT SEAMS LIKE FULL SPECTRUM LASER CANNOT FIX THEM. THIS DELAY HAS CUSE ME TO LOSS CLIENTS AND REVENUE.

  Business Response

  Date: 11/08/2022

  Thank you for your feedback and apologize you've had numerous issues with the machine. We'll be watching out to the customer to ensure this is resolved in a timely manner.

• Initial Complaint

  Date:11/01/2022

  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.

  I PURCHASED A LASER FROM FULL SPECTRUM LASER, BUT THE **** HAS HAD MULTIPLE PROBLEMS SINCE THE PURCHASE DATE, MY LATEST PROBLEM WITH THE **** IS MISS ALIGNMENT AND THE 3D CAMERA NOT FUNCTIONING CORRECTLY, I'VE BEEN MONTHS WITH MULTIPLE CALLS AND EMAILS WITH THE COMPANY ATTEMPTING TO CORRECT THE PROBLEM. THE COMPANY IS ONLY RESPONDING TO ONE EMAIL A DAY AND IS INDICATING DIFFERENT INFORMATION DEPENDING ON WHO IS ATTENDING TO ME. AT THIS POINT THEY HAVE FULLY STOPPED RESPONDING TO MY EMAILS AND REQUESTED FOR A CALLBACK. THE *** I'VE ATTACHED GOES INTO MORE DETAIL. ADDITIONALLY, THEY ARE PROVIDING MISS LEADING INFORMATION AND FALSE ADVERTISEMENTS ALSO. IN THE *** FILE YOU CAN FIND THE ORIGINAL PURCHASE DATE AND AMOUNT, INVOICE, AND COMMUNICATIONS. ALL IM REQUESTING IS A FULL REPLACEMENT FROM THE **** TRANSPORTATION AND DELIVERY FEES COVERED BY THE COMPANY OR A FULL REFUND FOR THE **** NOT WORKING PROPERLY AND THEY ARE UNABLE TO FIX IT.

  Business Response

  Date: 11/15/2022

  Thank you for the feedback on this matter and we surely want to make this situation right for the customer. Support has reached out to the customer on 11/11/2022 stating we will be replacing the machine for the customer.

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18326192
  
  I am rejecting this response because: Please see attached Consumer Rebuttal
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 12/02/2022

  Hello,

  This was stated to the customer and agreed upon that we will be complying with the requests to replace the unit for the customer at no cost.

  Business Response

  Date: 02/08/2023

  We are indeed the process of building and QCing the machine to ship as well as getting the unit(s) you have at your facility back to us. The newer styler we have being prepped will be a stronger frame along with various improvements over the machine and we want you to have the best machine possible here so I do apologize for any delay but we surely are working on this for you.

  Business Response

  Date: 05/31/2023

  Thank you for your feedback on this issue. We do apologize for any inconvenience in terms of S&H costs but following our terms and conditions we state we will replace the unit as promised but S&H costs will need to have paid to have this unit shipped to you. This had been provided in the support ticket and it is clear within our terms - **********************************************************

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 18326192
  
  I am rejecting this response because:
  
   On 10.27.22 I filled a complaint against Full Spectrum Laser with BBB. 
  Full Spectrum Laser agreed to Cover all shipping and Transportation cost from my home address for the new and old unit and One Year warranty for the new unit starting from the date it was delivered. Full Spectrum Laser responded to me and BBB with ( This was stated to the customer and agreed upon that we will be complying with the request )
  

  FSL did not mention or provide any policy or additional information regarding Shipping and Handling at that time.  And FSL stated the following statement ( This was stated to the customer and agreed upon that we will be complying with the request ) the request was the following: 

  - Full Spectrum Laser agreed to Cover all shipping and Transportation cost

  - One Year warranty for the new unit starting from the date it was delivered

  Sincerely,
  
  *********************************

  Business Response

  Date: 05/31/2023

  This information had been stated to you regarding the S&H costs being covered and restart of the year warranty December 2nd when we had replaced the machine at that time and did indeed cover those costs. This will be stated for a new machine going out to you as per our agreement but if we had indeed restarted the warranty in December that means you are currently in warranty and by our policies In Warranty products are covered of course but S&H is NOT covered. We will adhere to our terms and conditions which you agreed upon once purchasing the machine and in this case. We have replaced the machine multiple times as a much extended courtesy to the situation but in order to get another machine S&H costs must be paid for this time.

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 18326192
  
  I am rejecting this response because:
  
  Good Evening, For Clarifications The Unit has not been replaced multiple times. I only received the One Replacement Unit sent by FSL and received on 
  Dec-28-2022 11:16am, The Unit received was damaged and Contained missing components making the unit not usable.  That Replacement unit is in regards to the agreement made on November 11th 2022.
  
  Regarding the Warranty, The agreement made on 10/27/22 was as follows : One year warranty for the new unit from the date it was delivered and signed for by me (*********************************)
  
  A Damaged Unit and having it with missing components should not count as a Replacement, and it should not fall under the responsibility of the customer to pay or be responsible for the Mistakes, Miss ********, and not including all components. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 06/01/2023

  This machine was purchased in April 15, 2021.  It is more than 2 years later and the machine was sold with a 1 year warranty. 

  Again please review fslaser.com/terms and FSL will abide with any services bound by this agreement.
  
  FSL advertised selling the laser with an ***** Realsense 3D Camera which quotes depth accuracy at <2%: *************************************************

  2% of 48" is 0.96".  Because FSL is way better than 2% (eg 5mm / ****mm = .04% error), it is within specification.

  New FSL cameras are even more accurate, but FSL does not replace working products within specifications for newer models free of charge.

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair 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 purchased a Muse Core from Full Spectrum Laser and received it in April 2022. This is for hobby use only and laser firing time is logged automatically to a database. I have a total of roughly 2.8 hours of laser use on a 5 month old machine. Last week the laser stopped working and support says I need to purchase a new laser tube as it isn't covered by warranty. I paid $250 extra for the upgraded 45W tube that is estimated to last 2-3x longer than the standard 40w tube. Their website lists the estimated life of the 45W tube at 3,000-6,000 hours of use. I have receive approximately 0.09% of the LOWER estimate. They are only offering 50% off on a replacement tube. Which again they do not cover with a warranty but they do list right on their site that it has an estimated use life of 3,000-6,000 hours. Five months of continuous use is barely past the minimum estimated life of the tube, and I only used it for 2.8 hours.
  
  The machine was never outside of their listed operating specs. The specs list 0C-45C as the operating temperature. During the heat of the ******* summer it was operated for a brief period. The maximum coolant temperature reached was 28.6C and with a maximum ambient temperature of 28.1C.
  
  It isn't even clear that I actually received the 45W upgraded tube that I paid for. There is no label of any kind on the tube as displayed in the pictures on their site when ordering. So there is no way to verify that what I was sent is what I paid for.
  
  I would like a discount on a replacement 45W tube that reflects the amount of life I got compared to the minimum estimated life. I'll round that up so I would like a 99% discount and I'll pay the $19.74 shipping.
  
  The green areas in the attached temperature chart is the time that the laser was in use.
  

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 6, 2022/09/07) */
  Yes indeed, we will be working on getting this resolved for you.
  
  
  Consumer Response /* (2000, 8, 2022/09/08) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They did offer to replace the laser tube for the cost of shipping. Ultimately we decided that the time and effort involved with replacement wasn't worth the perceived low quality of tube and went a different route at our own expense. Between the time they made that offer and the time they sent the invoice we decided to purchase a 3rd party tube of similar specifications, with a warranty, and now have that installed and working far better than the original ever did. While I understand FSL gives no warranty on their tubes, the only things that they advertise about them are that the 45W lasts 2-3x longer, and that it lasts an estimated 3000-6000 hours. My only request back to them was that I hope they make it a little easier on the next person with such an early tube failure that clearly indicates it was a defective product.

• Initial Complaint

  Date:07/21/2022

  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.

  In October of 2019 I purchased a PS24 90Watt laser from Full Spectrum Laser. I have had very little use on the machine, approximately 50 hrs. The machine has a 90W, CO2 laser tube w/ a peak rating at 100W that is rated for 10,000hrs use. My machine is in a very clean environment in San Diego, and has chiller, extractors, etc.. and is very well taken care. The machine recently stop working in the middle of a job. After troubleshooting with customer service, Jerrod told me to purchase a $600 power supply and said if it didn't work, I could send it back. And that the issue would then be the CO2 laser tube ($1500 is their price). Anyway I received the New power supply for the machine I bought and it was 100w like I ordered as a direct replacement. When I took the original power supply out, I noticed it was only an 80W power supply, when it should have been 100w from the start. I feel fraud was committed here as I bought a 90W rated machine, and didn't find out it was not right until it prematurely stopped working. They will not send me a new tube unless I pay an additional$1500.
  

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 8, 2022/08/09) */
  Thank you for your feedback. Your machine is 3 years old and with the orignal power supply and laser tube it would be difficult to exactly determine which component has failed or lost power but as a tube is a consumable item it will degrade over time but to be sure as they work together the power supply was suggested to test first.
  
  As this didn't correct the problem it would then indeed be your tube that would need to be replaced. As FSL had stated multiple times to explain the situation there is no fraud occuring but the power supply we offer along with any other power supply that you can purchase will be able to dial in the exact mA output for your desired tube within the range spec of the purchased power supply. the label you are stating is simply a label but the ouput mA gauge will be the main factor telling you the current output available.
  
  The next course is to purchase the laser tube now as we our tests narrowed down the issue and once you do should be all set.
  
  
  Consumer Response /* (3000, 10, 2022/08/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The machine I had purchased was a 90Watt machine with a peak power of 100watts. Only when the machine prematurely failed after less than 100 hours(tube rated at 10,000hrs) did I ask for a replacement power supply. The company shipped me a 100watt power supply. This was fine as I believe it was the correct replacement. When I went to replace it, I found the machine was sold/shipped to me with only an 80watt power supply. It can be fine tuned and calibrated as stated, but it should not be used to boost the power more than the rating.
  
  
  Business Response /* (4000, 12, 2022/08/12) */
  The laser tubes are a consumable item and will degrade over time, the power supply did not underpower or burn out the laser tube. You stated there may be 100 hours or less on the tube but the tube is multiple years old but they do loose energy over time and have a shelf life. This is simply a label on this power supply and it is tuned to the correct output for your laser tube that you have in your machine.
  
  If this did not resolve your issue then you may return the power supply and purchase a new tube to resolve the issue.
  
  
  Consumer Response /* (4200, 14, 2022/08/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Well maybe you should disclose this on the purchase contract or let your customers know up front about a 3 year shelf life on the tubes you supply in your machines, since you are stating this as fact. $1500/tube every 3 years is an important non-disclosure. These tubes can also be found on ****** for around $500......yet you charge your loyal customers 3x that.
  You have not satisfied me in the least. You only want to keep selling me items at exorbitant prices.
  
  
  Business Response /* (4000, 16, 2022/08/16) */
  There is not an exact shelf life on tubes, again there would be many variables that go into the life span of a tube and they are rated for a certain amount BUT can often far exceed this span or be less. We do clearly state the warranty of our items within our https://fslaser.com/terms which is agreed upon once a machine is purchased and the cost will facilitate the operation of the company.