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:05/07/2025

  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 started using the Fat Freezer toward the end of May 2024 and left in on for only 1/2 hour. I followed the instructions using it only every 4 weeks and used the moist towelette they provided with no issues. I had used the Fat Freezer, again 4 weeks later, in June (used 45 mins.), July, August, September and October with no problems less (leaving on for 1 hour). Then I used it on Friday, November 29, 2024, around 7:30 p.m. and within a 1/2 hour I started feeling pain and discomfort. Something just didn't feel right. I shut the machine off and took off the belt and noticed that my stomach had a deep red little square on it and a white round hard circle in the middle of it. I did not take a picture of it that night, due to being in shock of what just happened, but I wished I would of. Showering was painful when the water would hit my stomach. I could not wear jeans or anything that rubs/pushes up against it. Was having pain through out the day and night. I went to the Doctor on December 5, 2024 and he said I had a serve burn and infection. The doctor had me on 2 antibiotics and ******************* burn cream. I have sent them several pictures of the frostbite/burn along with medical bill, and pictures of the Fat Freezer equipment and box it came in. I have also asked for the to reimburse me for these cost, along with compensating me for my pain and suffering. To this day I still have a permanent scar/discoloration on my belly and it caused extra hang down fat. Also I can not wear jeans or pants all day. I have done everything the ask, but they keep giving me the run around. They also offered to give me a free gift, but that doesn't take care of this permanent ********* I have on my belly. I can't even wear a bikini this summer because it's embarrassing. I was scared to use this machine again and will not use it ever again. No one should have to suffer through what I'm going through. They just offered $500 that doesn't cover medical or Fat Freezer.

  Business Response

  Date: 05/22/2025

  Dear BBB Team,

  Good Day,

  Thank you for reaching out!

  We have been in communication with the **** ***** via Telephone and email.

  We offered her  $ ****** in compensation,  she refused the offer.

  Attached are the Health Warnings printed on the Instructional manual for customers.

  Temporary but rare side effects include bruising, numbness, redness and irritation of the skin where the fatFreezer has
  been placed. These side effects are rare and only temporary.
  If skin irritation occurs after treatment, please discontinue use immediately. IF symptoms persist contact a physician.

  Health warnings:
  1. WARNING! Do not use this product if you are pregnant, a child under the age of 18 years of age, incapacitated or
  immobile person or anyone who cannot clearly understand the instructions and/or operate the controls.
  2. WARNING! Do not use this product if you have any heart-related illnesses, suffer from epilepsy, fever, inflammation,
  dermatitis (acne, eczema, herpes), warts open or recently stitched wounds, serious or progressive illnesses (cancer, AIDS,
  hepatitis, blood diseases, etc.), blood coagulation problems or mental illness.
  3. WARNING! Do not use the FatFreezer on your head, eyes, neck (throat), *******, genital area, and inside your mouth.
  4. WARNING! Do not use the FatFreezer without protective pad

  Please let us know if you need anything else from our team.

  Thank you,
  Customer Car

  Customer Answer

  Date: 05/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have a permanent scar and discoloration on my belly, as you can see from earlier photos.  Also, the machine has caused me to have a deformed belly with extra fat sagging down.  My belly looks worse now then it did when I started.  I would like to be able to try and correct this.  I am very ashamed of what I look like now.  The machine malfunctioned and is defective and I will never use anything like this again.  My Summer is ruined, no more laying out and getting a Tan.  Also, I do not know what may happen down the road, in the future or whether this has caused other issues.  They should be responsible for correcting, since their Fat Freezer did this to me.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** *****-*****
  
  
  
  
   
  

• Initial Complaint

  Date:09/06/2024

  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.

  Under order number **************** in May of 2024, I purchased the Fat freezer from this company thru ********* website. In contacting ******* today, the business phone number of ************ confirmed that this is the business that also uses the name E Prise LLC.On September 5, 2024 I went to use the fat freezer again after taking a couple of weeks off from using it and it would not stay plugged in nor continue operating when plugged up. Since this is obviously an issue, I contacted *******.com and they sent the refund request twice to Eprise. Rather than Fatfreezer seeking to make this purchase right since there is a clear defect, all they did was state a return policy. They did nothing to make the purchase right since their item had the defect. At this point, a return of the money I have spent purchasing this item and dealing with representatives that have not resolved this issue is equitable.

  Business Response

  Date: 09/06/2024

  Dear BBB Team,

  Good Day,

  Regarding customer *************, *****.

  We reached out to the customer regarding the EPRISE charges, please note we did not charge the customer., we are NOT EPRISE, we'll update you again, allow us 48 hours or so.

  Customer Answer

  Date: 09/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  They did issue a refund and sent me label to send back the defective device.
  
  Thank you. 
  
  ************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/28/2023

  Type:Billing 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 ordered this product on line, and paid with a credit card. I received a conformation email that the order was received. I waited for a week and did not receive any tracking number, or any communication at all. I emailed them back to ask for the status of my order, and they apologized and said they would get back to me with the shipping information within 24 to 48 hours. I waited 72 hours with no response. I emailed them back asking for an update, and stating that I would be cancelling payment if I didnt hear back from them. It has been 24 hours since I last contacted them, and there has been no response, and with the weekend coming up I dont want to wait the additional time to try to resolve this, especially if they may have no intention of sending me the product I ordered.

  Business Response

  Date: 08/29/2023

   

  Dear Better Business Bureau Team,

  Good Day,

  Re: ****
  

  Thank you for bringing this to our attention.

  We have been in communication with ********************( see below)

  The order was being prepped for release/Tracking was being printed as well.

  May we still release the order?

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

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

  Customer Answer

  Date: 09/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

   I never heard back from them after the initial response.  Their response to you said that they had been in touch with me, but there has been no contact at all.  Because they had not contacted me at all, I emailed them on August 31st, asking them to refund my money, and I have not heard back from them.

  
  

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

  Business Response

  Date: 09/08/2023

  Dear *******************,

  Hello Good Day,

  Please see below:

  Order Movement:

  Expected delivery
  September 11, 08:00PM
  
  
  Tracking number created
  September 01, 09:36PM
  *********, **
  
  In transit
  September 08, 06:57AM
  

  Customer Answer

  Date: 09/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:03/13/2023

  Type:Delivery 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 ordered five items from Fat Freezer on January 20, 2023, and as of March 11, 2023, I have yet to receive my items. I've sent several emails and even filled out the form on their website. When I finally received a response on February 9, they said one item was on backorder and should be able to give me a tracking number within six days. I waited ten days before I reached back out and was told there were no updates, and they have their fingers crossed for the next week. On February 21, I asked if they could cancel the item on backorder and ship everything else. I did not receive a response and followed up with an inquiry on my previous email on February 27. I received an email the same day saying they would follow up for me. On March 4, I requested a full refund, and on March 6, they claimed they had reached out to their logistics team regarding my order. I have been very patient up until now and now want the issue resolved.

  Business Response

  Date: 03/13/2023

   

  Hello BBB Team,

  Good Day,

  ****

  Fat Freezer Order

  Fat Freezer Platinum Face

  Fat Freezer Gel

  Detox Belt

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

  The order has been cancelled and refunded per the customer Request.
  
  Transaction *********** has been successfully ACCEPTED by the system.
  
  
  Below is a summary:
  
  *********** *** ***********
  ******* ******* ********
  ******* *** ********
  ******** ***** ********************
  
  e...

• Initial Complaint

  Date:02/22/2023

  Type:Delivery 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.

  Date of purchase: 12/13/22 from Fat Freezer ******************************** (corrected address)Total amount charged: $222.96 Products promised to me: with order # **** it agreed with payment I would receive 3 items:1. Fat Freezer Accelerate Cold Body Gel (to use with Fat Freezer) Jan 20, 2023 pending in *********, **. 2. Fat Freezer Platinum Face + Body Bundle 3. Fat Freezer Platinum Protective Pads 1 pack Total: $222.96 ********* number ending in **** Auth code: ****** order # ****, tracking number: ********************* Contacts to the company I have used:******************** ************************************** Patented Fat Freezer Body Sculpting Fat Loss System phone: ************** Address: Fat Freezer ******************************** Contacted via emails 6 times regarding my order that has not been delivered. Phone call made on 2/21/23 and got an extension number and unavailable. I left a message with my name and order number and phone number to contact me to resolve issue - delivery or refund. No response Made another inquiry re: my order number on their website (8th attempt total) on 2/21/23. Awaiting response. Dispute: paid for 3 items on 12/13/22 and none of them have been received. Contacted company 8 times re: my order and no delivery of products. No response but a tracking number was given to me and items have been holding in *********, ** since 1/20/23. Desired outcome: refund my entire total to **** card ending ****. Thank you *********************

  Business Response

  Date: 02/22/2023

  Dear Better Business Bureau Team,

  Thank you for reaching out.

  We have been in communication with the customer ( see email thread)

  The order was processed before the customer requested the cancellation.

  Tracking was issued as well.

  We have honored the customer request.

  Transaction *********** has been successfully ACCEPTED by the system.
  
  
  Below is a summary:
  
  *********** *** ***********
  ******* ******* ********
  ******* *** ********
  Customer Name: Jill ******

   

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

   

  Customer Answer

  Date: 02/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.  I was refunded 100%.  

  My report did indicate that a tracking number was provided , but any follow up emails or phone calls were not returned as to where the product was I ordered 2 months ago.  If I had not been pursuant on my order, they would have taken my $222.96  and never delivered.  I find it interesting that they cannot respond to questions or requests for refund of the customer, yet in less than 24 hours the company resolved it with BBB.  

  A warning to consumers regarding this company would be helpful.  Thank you BBB. 

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

• Initial Complaint

  Date:02/05/2023

  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.

  My husband bought and gifted me a Theratone Massage Gun and Percussor. The details on the box and in the instruction manual list Evertone Prosage as the company to contact regarding questions, warranty registrations and refunds.On 1/30/2023, just after midnight, there was a loud bang in our roomit sounded like someone kicked in our door. However, it was the sound of the massage gun which exploded while charging. It sprayed battery acid around, started a fire in our bedroom and our bedroom rapidly filled with smoke and the smell of chemicals. It was such a frightening thing to wake to.We have tried to contact the company to report the safety issue and return the burned product. However, all emails bounce back and no one answers the phone. Their products continue to be for sale on their website as well as at third part retailers such as ******** Amazon, QVC and ****************** Please help us and please help to inform the public about this safety hazard.

  Business Response

  Date: 02/07/2023

  Hello Thank you for reaching out to us, we are sorry to hear this.

  Does the customer have the following:

  the Full unit or just parts?

  Full name of the item

  Receipt( point of purchase)

  more photos

  How did he use it? how long was it plugged in?

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