Complaints

• Initial Complaint

  12/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Laser Agent sold me an ophthalmic laser that upon testing after delivery had an inadequate aiming beam. Thus it was not a fully functional laser. When I asked, the seller said that the laser met their specs when it left their warehouse and said it was now a warranty repair issue, thus denying that he owed me a functional laser upon delivery. As for the warranty issue, the agreement stated he would pay for the parts, while I, the buyer, paid for the service and labor. First, this was a switch from the original internet forum advertisement which promised both parts and labor/service. When I had questioned about this prior to the sale, he refused to change it but said that it was for buyers who abuse the warranty. This seems to imply those who go back to him repeatedly and would not apply to those who didnt abuse the warranty but had a legitimate complaint. After the sale, not unexpectedly he did not stand by his verbal representation of the warranty terms. But he also said I would have to pay for the service for testing even if the aiming beam turned out to be functional. In other words, there was no free testing just to see if the problem was as I had described and to arrive at an estimate for the parts/repairs or some other resolution. Since he did not give me any estimate for the cost of the evaluation of the aiming beam (that's assuming we agreed that this fell under the warranty claims rather than the reasonable expectation for a functional laser after purchase, which is what I contend) or any other reassurances, I felt that once I returned the laser to him for service that essentially I would lose possession of the laser and would risk having to pay additional unspecified amounts of money just to get the laser back from him even if I decided not to have him do the repairs. He did not respond to my emails about these concerns or give me any reassurances. I ultimately decided to get advice and service from a reputable laser repair and service company.

  Customer response

  12/12/2024

  Nature of Complaint:
  item not fully functional upon receipt which should render it a purchase issue: the seller then responded that it was a warranty issue
  Date Problem Occurred: 
  9/26/2024 noted and suspected but verified on 10/5/2024 with second observer
  Date(s) Complained: 10/5/2024 through 10/16/2024 with suggestions for compromise then discontinued further communication with seller due to nonresponse
  Purchase Date: 9/25/2024
  Salesperson: **** Shafer
  Product/Service: Ophthalmic laser
  Model #: Lumenis Selecta 2
  Account #:n/a
  Order #:n/a
  Purchase Price: $7500
  Payment: in full
  Disputed Amount:
  7500.0000

  

  Business response

  12/16/2024

  We did sell this device and provided a 90 day warranty. On the signed agreement, which is attached, we do state that we will cover the costs for the parts but labor and service calls are the responsibility of the buyer. Additionally, service estimates and repairs cannot be given until a proper evaluation is completed, however the customer chose not to proceed with the warranty option we provided.

  Customer response

  12/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  1. The laser was not functional from the start due to the aiming beam being inadequate. The item was not sold "as is". Thus this is not a warranty issue. 

  2. Even if it was a warranty issue (which it is not), the seller (who had stated that they would charge me for service even if the aiming beam was found to be adequate), who represented themselves as having laser repair expertise, should have been able to give an approximate maximum cost for initial evaluation to determine if the aiming beam was the problem, after which I could either reject the further warranty service or evaluation possibly at higher cost. This would have reassured me that I wasn't going to be stuck with unreasonable costs and also lose possession of the laser pending my payment of unspecified costs. This they did not do.

  3. Even though I offered other potential compromises for seller to consider, such as partial refund based on potential parts costs, etc, for them to research and consider, they chose to simply ignore my subsequent emails and not provide counter proposals or even, at a minimum, the reassurances or estimates for #2 above if they were going to stick to their claims that this was a warranty issue. 
  
  Regards,
  
  ******* ****

  
  

  

  Business response

  12/23/2024

  This device was inspected and tested by the customer prior to and at the time of delivery. The device is a used device and was deemed satisfactory, however we were still willing to stand behind the product and warranty the device but the customer didn't choose to proceed with the warranty option we provided.

  Customer response

  01/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  I did travel to the Laser Agent warehouse to inspect the item. However, those were not real world conditions and the item was not sold "as-is" or "as-inspected". The laser itself actually worked and application burns were made on target cardboard boxes, without knowing for sure whether the power or energy was adequate. However, the slit lamp microscope that was supposed to be part of the advertised deal on **** for purchase did not work when inspected at the warehouse; hence, while the red aiming beam from the laser could be seen in the dark without the the surrounding white light from the slit lamp, it's brightness or adequacy could not be properly evaluated until the laser was brought to my office after purchase and could be seen with my own working slit lamp device. It was only then and when inspected under real-world conditions and with volunteer subjects and with another physician to corroborate the findings that we were able to determine that the laser was not adequate. I informed Laser Agent within a couple of days that I was noticing a potential problem. And it took about another week to fully ascertain that the aiming beam was indeed inadequate. And then communication was undertaken to communicate this to the seller.

  Of note, the seller has advertised the laser on **** as used, which means it is functioning adequately. It turned out the slit lamp that was part of the advertisement was not functioning at all. That should have been a warning sign. 

  As for not taking advantage of the Seller's warranty: As I indicated, I had little confidence in the Seller with regards to the warranty and the possibility, given his attitude up to that point, that once I returned the laser to him for service, he would now have possession of the laser and potentially hold it and not return it to me unless I paid some unspecified warranty inspection costs. In my email exchanges with him, he provided no information that would give me confidence that he had the ability to fix this laser given his attitude about whether the laser was "functional to spec" when it left his warehouse and thus what kind of device he owed me on delivery. He also fail to demonstrate any kind of compromise or willingness to at least research the information that I had obtained from a reputable laser repair person as to how much things might cost to get the item to functionality if it was not functioning. He also didn't at least try to quote me any kind of minimum inspection cost if I were to return the laser for him to determine if the aiming beam was indeed inadequate, even if the warranty terms applied. 

  At this point, instead of continuing to go back and forth, the seller should just indicate whether he is willing to hear or suggest any new proposals and potentially compromise, or if he is just going to stick to his original position, which I reject. If the latter, then our conversion is at an end and this BBB complaint should just stand as recorded.

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

  
  

  

  Business response

  01/17/2025

  The company's position has not changed.

  Customer response

  01/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  At this point, the seller Laser Agent and I are at an impasse. The company appeared to be nice and accommodating when trying to sell me the laser but then didn't live up to their responsibility to deliver a working laser. Instead, they shifted their responsibility from the need to provide a working laser into the realm of a warranty service, which they knew would cost the buyer more money, instead of being conscientious business owners to deliver a working laser to begin with or compensate the buyer. Then they just stopped communicating instead of trying to find a compromise solution.

  Although I would have preferred to get a working laser on arrival, the following is a compromise that I believe the seller is most likely to respond to. They themselves never offered a compromise.

  1. Because the seller did not provide any estimate of the inspection fee to determine whether the laser aiming beam diode was defective and because of their non-helpful attitude, I did not return the laser for warranty service (which again does not apply). I instead had a reputable laser technician inspect the laser, at my own cost, and he determined that the laser aiming beam diode was indeed inadequate. This confirms the finding of another ophthalmologist who I asked to evaluate the laser and who confirmed the same inadequate result. 

  2. I did more research on the cost of an aiming beam diode. I recently found one for $950 plus $30 for shipping and plus $66.15 taxes in addition for a total of $1046.15. (The initial quote from my other source had been $2000 for the diode and $1500 for the service to replace. I previously offered by email for the seller do his own research on the cost of the diode and cost to fix it and to find a lesser price if he could find it and reimburse me for both. He ignored that request.) 

  3. This is my final suggested compromise. If he is sticking to his belief that this is a warranty issue, then he should have no problem compromising and paying for that off market aiming beam diode to be given to me. Then I would be responsible for the cost to install/replace. The item is on a public auction platform for a stable listed price, and I can send him the link to confirm the price. He can either buy it himself but have it shipped directly to my location, or he can send me a check for that $1046.15 amount and I would be responsible to purchase it myself.  

  4. At any rate, I'm not sending the laser back to Laser Agent to have it fixed as I do not trust their process given the lack of assurances and communication since the initial purchase.

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

  
  

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased the Hydrafacial SYndeo - was told it would be covered under warranty. We received the Unit mid ********** reached out to **** * *** bc the unit did not come with lymphatic drainage parts or tubing. We also reached out to let them know the first bottle applicator was not working. TLA5003 2023 Pictures sent to us prior to purchase show that pieces attached to the unit. We kept getting told by *** - the unit did not come with it. She also took over 48 hrs to problem solve on why the first bottle and tubing were not working - THEY STILL do NOT work _ Still no lymphatic drainage pieces AND now error messages on the Hydrafcaial - we can not use this unit at all in our med spa! We have reached out on numerous occasions to get this resolved. we were told they could pick up the unit and bring it in for repairs then another $750 to return to **. They mislead us - they sold us a defective unit. In good fatih we made the purchase on pictures provided and that the unit was in good working ******** girl reached out to *** 10/8 - *** still has not responded. They need to pick up this unit and refund our money! **** NOR *** will answer our phone calls/texts or emails. This is in alignment with the deceptive trade act.....

  

  Business response

  10/30/2024

  We provide each of our customers with a contract stating the details of the device and warranty period. Our agreement that was signed on April 1st, 2024 stated there was a **************************************************************************** the agreement, item 1. Inspection, describes "Verbal agreements, emails, pictures, phone calls, or text messages are not legally binding." This devices has been in use and functional for over 6 months, which fulfills our agreement.

  Customer response

  10/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  **** ******
  

  Customer response

  10/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  But it was delivered with NOT all of the items - the pictures I submitted - shows the lymphatic drainage pieces - 2 on the side. the clear PIECES and tubing. We notified them right away - that we were missing those. *** told us that we were not a part of the device . The pictures of the unit & video of the unit Were sent to use  by *** with all the proper attachments. We also notified them that the 1st tube and applicator were not working. THAT was all within the warranty time frame. **** have not helped to resolve any issues. THAT is against the deceptive trade act. **** did not furnish the unit that was sent to us. IT was not in proper working and all pieces were not with the device. The missing pieces are crucial to using the Hyrdafacial.

  So they can knowingly sell us a bad unit. And nothing happens to them. That was all started from the beginning. Warranty can not take place until delivery of the equipment. Delivery was not until 04/16/2024. We signed an agreement to purchase - the warranty kicks in when delivery is made. We were within that warranty period when we reached out the first time. Please looked at the pictures we attached.

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

  
  

  

  Business response

  11/04/2024

  ****,

  Your unit has been out of warranty for a whole year.  You have a 30 day warranty that we stand by on any issues you may have.  As far as a part missing that wasn't included at delivery, you have 3 days to inspect the unit and let us know if something isn't there.  We can't help you when you contact us for an extended period of time and say it is missing.

   ****

• Initial Complaint

  03/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/2/22: Negotiated price of 2 machines, via ***** $28,000 total Delivered: 11/10/22 1/3/23: (holiday delay/company out of office): Called & spoke with **** after starting my ****** for the first time since being received & finding it would not come out of standby mode. Was informed it was likely a coolant leak. Tried ****** several more times, to no avail. Since it wasnt a necessary need at the time, I simply requested they help me troubleshoot, take a look at it & /or repair whatever it needed. 1/10/23: Hadnt heard back from company, so I sent follow up to **** Shafer who told me he would send over an evaluation invoice & put me on their schedule. Received evaluation invoice for $750. I declined to have the company evaluate my machine for 1/4 of the cost I had already paid them in cash. 2/13/23: Started my Apogee Elite laser ($25K). Error codes began to appear. First error said, needs water, but had to order connector funnel to do so, Added (distilled) water (reg maint) according to the owner/operators manual. Restarted machine, different error code appeared. I immediately emailed ****. Told him I now had 2 refurbished machines bought directly from their company for $28K that were both erroring out & unusable. Asked that he consider repurchasing the machines from me for what I paid as I felt I have been taken advantage of, & have been sold a machine not properly refurbished. So, here I am, $28K later, 2 nonworking machines, without the ability to pay for an evaluation fee because I spent my money with a company that does not stand behind their work. I understand what refurbished means, but when purchasing large ticket machinery, I do expect it be adequately refurbished. The count shows very minimal fires on the laser itself since my purchase, many of which are test fires. So, its very obviously hardly been used. Now, this company doesnt respond to my emails/calls/texts regarding repurchasing.

  

  Business response

  11/18/2024

  We did sell these devices and upheld the signed agreement, which is attached and states that we will provide a 30 day warranty from the time of delivery. After the warranty period expired we offered our customer a solution to repair the devices but they declined these options. 

• Initial Complaint

  10/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Bought an aesthetic laser from The Laser Agent who had to fulfill a contractual obligation and lost a very expensive piece of equipment. They lost the cap that goes on a ******** They transported a very expensive peripheral piece of equipment attached to the machine with no secure straps or anything to keep it in place, just sitting there, the slightest *** could have knocked it off.well ****, the maintenance tech, decided not to send the cap to the very, very expensive ******* back, and proceeded to tell me it was my fault. I would like either my original cap to my tip replaced or enough money to replace the time seeing as it's no longer protected due to the negligence of ****.

  

  Business response

  10/19/2022

  The customer is complaining about a protective cap that doesn't impact the laser in any way.  Also, we received it in for repair without the cap and have pictures on how we received it.  The proper way to transport is with the unit assembled so that it remains secure.  

*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. ↩