Complaints

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to your website, ************************, to read all the reviews about Rejuva Fresh because the machines are cheaper than those of other companies. I bought a Micronneedling RF machine and I used this machine in my own face result was very bad. Radio Frequnacty for this machine is not working, and also nano cartilage tip did not do the right job on my hand after putting ultrasound gel on it. another machine is ********** frequency for body, pads in this machine only light up not heating skin or vibrating or tabbing. pads in the radio frequency should do one of the above job. I contact with the ****** through the zoom and I showed him that microneedling RF is not working properly. He was agree, then mamanger contact and told me I am using machine in wrong way. I keep calling to the company to solve my issues unfutuntlly I am not having any ***** to contact with them. I ask them for replacement they did not respond and I asked them for retune still they are asking arethe machines microneedling rf and **** they have not send labe to ship back to the company. please send me email I can provide more pictures of both machines

  

  Business response

  10/29/2024

  While we are sorry to receive Nazitas comment, we must address several matters with here, seriously.
  
  
  Firstly, it hardly seems relevant to this complaint posting, but yes we agree that our prices are less expensive than certain US companies, including ***************, a company which the customer had mentioned to us as her basis for comparison.  That is because unlike these other companies we dont mark up prices by 10-50x.
  
  
  Secondly, Rejuva Fresh 100% stands behind our machines and we offer a free replacement machine if any machine would be delivered or later found to be defective.  However as a normal business practice we require valid evidence be presented (showing the machine problem), not simply words or made up stories or misuse of the machine whether knowing it be caused by deliberate malicious intent or wrong understanding.  For example, deliberately using body cartridges on the face, deliberately using no gel or reusing cartridges is not a machine defect.  That is clear misuse.
  
  
  Thirdly  we want to establish that:
  Nazita  ordered 3 machines and all 3 were delivered exactly as described on our website product descriptions and were delivered with no damages.
  As promised, we gave her pdf manual instructions , multiple recorded instructional videos and multiple personal training sessions (normally we offer one personal training session per machine,  but we gave Nazita several personal meetings out of compassion and effort to teach her).  
  
  
  We record all training so its very easy for us to check the details.  Based on our  review of all her recorded conversations with ***** and ******, (her trainers), and with ***** (our technician), we are sorry to take note of the following observations, all of which suggest a high degree of refusal to participate in normal training on the part of Nazita, and refusal to learn to operate the machine correctly, as well as an unreasonably commanding attitude and an unwillingness to listen and even deliberate misuse.  
  
  
  A.  During an early meeting with *****, Nazita revealed she was using 60pins cartridges on the face.  This size cartridge is for body! She completely ignored instructions and used body cartridge on face.  Nazita soon after demanded that ***** send her 40 medical grade cartridges for free (value over $1000), stating many cartridges should be included not for sale separately.  ***** declined.  Like other businesses, the cartridges are not free, sorry.   Furthermore, Nazita never ordered replacement cartridges for her microneedling machine, even though one cant operate the machine without them and cartridges are strictly not reusable.  And only one of each size cartridge is included with machine.  This was explained to her several times and ignored.  The customer deliberately reuses cartridges which is obviously dangerous and we are very sad at her desperate and 
  
  
  B. During one training meeting, Nazita aggressively started delivering a lecture to the trainer ***** about the technology of microneedling and claimed much expertise, all while eating her food.  The trainer barely could get a word in edgewise and politely let her lecture. 
  
  
  C. While our written instructions advise using the microneedling cartridge with gel, during her testing of the machine (part of her lecture), she voluntarily chose not to use any gel and she complained that her hand was not turning red. ( And several of us reviewed this part of the recording and agreed it is so clear that her hand did indeed turn visibly red after the tip touched your skin.)
  
  
  D. As trainer  ****** showed her, Eris cavitation machine has 8 lipo laser paddles with a wavelength of 650nm.  They do not become hot and vibrate.  They are also not EMS paddles, as Nazita liked to call them during training.  Lipo laser has no EMS capabilities.  I am not sure what feeling she was expecting the lipo laser to feel like.  Hot and vibrating perhaps? Lipo laser paddle simply wont have a big temp change.  Heated LED light paddle like those on machines sold on **** or Aliexpress, etc. yes can get really hot and even burn you.
  
  
  E.  The machine monitor doesn't measure skin nor deep tissue temperature, and trainer, *****, explained that the monitor registers the power output in ***** (W) , with ******W being the recommended range. Nazita aggressively told ***** that "120" is equivalent to ******* degrees Celsius (any basis for this? No beauty machine will make the skin or tissue 225 degree Celsius obviously), and shortly after you stated that the 120 refers to 120 Volts (but obviously Volts and Power are not interchangeable so we are really scratching our heads at this point in her lecture). 
  
  
  F. Nazita demonstrated in her lecture to ***** about use on the eye area usage, but she used 0.2mm which is not within the range of effective use (0.5-1.0mm), which we clearly show in the provided chart.  Even if radio frequency is on, its useless because the penetration is not deep enough for it to be released.  
  
  
  G. The tech support has met with Nazita multiple times upon her statement that she believes there is a defect, however, every time the machine is found to be working perfectly.  The most recent meeting Nazita even seemed to agree as she asked to order cartridges.
  
  
  CONCLUSION so far:
  We have offered clear instructions and we really want to help, but could she kindly listen a little and also treat our trainers and support with a little respect and don't lecture them too much? They actually work really hard to solve her problems, and are not there to listen to her brag about her knowledge of devices. I hope she  can understand.  And I hope she can stop reusing cartridges and order cartridges like all customers do.  Us a ********************** one each time as instructed, use face cartridges on face, use the recommended depth,  and generally use machine correctly.
  
  

• Initial Complaint

  10/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The product purchased did not meet our expectations, exhibiting excessive noise and occasional electric shocks. We initiated the return process within the 30-day period. Two months have passed without a refund being issued. This certainly raises concerns about the company's legitimacy. We intend to file a complaint with the Better Business Bureau, of which they are a member.

  

  Business response

  10/04/2024

  We highly recommend clients take advantage of our free Aesthetic Consultation prior to ordering to avoid such situations.  Its very easy to ask us questions by chat or phone or email prior to purchase.

  The customer ******* ******** had ordered a 40K ultrasonic cavitation machine in order ***** in August 2024.  The item she ordered is a small home use device that we were selling for $199.95 at the time.  The item is low power and similar to a home use device you might find on ******.  Furthermore this item was clearly marked clearance at the time and such items are final sale.  This item is no longer available for purchase, by the way.

   We were sorry that the item did not meet her expectations.  Because it was used and marked clearance, according to our policy, we did not accept her return for reason of change of mind.  We could only offer a replacement, which the customer did not accept.  She only wanted a refund.  We tried to reach out to the customer by phone to discuss a potential solution such as teaching her how to use the device or a full refund upon understanding her method of use, but the customer wont talk with us.  We dont lkniw her method of use or why she wont talk with us.  She replied to us by email that she is not inclined to talk.  She also informed to us that she will leave bad comments on her social media page and that she has lots of social media followers if we do not give her a refund.  After that we emailed back and proposed a solution, however she has not yet responded.

  We are sorry that customer prefers to post duplicate content complaints in multiple review platforms.  All of this because of a $199.95 home use cavitation machine.  Again, we highly recommend clients take advantage of our free Aesthetic Consultation to avoid such situations.  For your reference this is our refund policy:  *********************************************************.

  We suggest the customer communicate with us by email since she doesnt want to talk and we will make a solution for her.

  Customer response

  10/05/2024

  Better Business Bureau:
  
  I have examined the response provided by the business and concluded that it addresses my issues and concerns regarding complaint #********. I acknowledge that accepting the business's response will result in my complaint being marked as resolved.
  
  I wish they hadn't dragged the problem on for so long and brought it to this point.
  
  Regards,
  
  ************

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought the 7 in 1 Hydrodermabrasion machine from Rejuva Fresh in July before I graduated ****************** I used it for the first time on a client last week and the suction did not work below half way(which is too high for the face). It was pulling blood capillaries to the surface and I could not continue and had to stop the service. I sent an email regarding my issue and they got back to me asking for videos, I sent the videos and they told me I would receive a phone call but they didnt know when and advised there team to call soon. I sent another email asking when this is going to be resolved because I have clients that have booked for this service I cant provide and they told me to turn the suction down and the water was too high but in previous emails I have already stated the suction will not work below half way and sent video proof. I just want a refund for my money as this issue is not getting resolved.

  

  Business response

  10/08/2024

  
  
  
  
  
  Alyssa Thompson placed order 10390 in mid July 2024.  She purchased the 1st generation 7 in 1 Professional Hydro Dermabrasion Machine , which was the most basic and portable hydro dermabrasion machine, which we offered at the time. 
  
  Prior to purchasing the customer didn’t take advantage of our free aesthetic consultation to determine which product would be suitable for her needs.  
  
  The same day that she ordered the machine we sent her an email with links to videos showing how to install her machine and an instructions manual.  We also emailed her a link to request a free personalized training session.
  
  The customer did not take advantage of our free personalized training.  She never requested an appointment it seems.  A free personalized training session is available for all buyers who order a machine that costs more than $500 from rejuvafresh.com.  The customer paid $589 for her machine, therefore she qualifies.  This free training service is widely offered on the website itself as well.  Nonetheless, according to our records, the customer has never requested for a training appointment.  
  
  The customer did submit more than one video showing her method of operation, and we thank her for providing this.  We could notice from her most recent video that the  customer didn’t follow our technician’s instructions of setting the suction to maximum and slowly adjusting the water setting.  
  
  We suggest that the customer set an appointment to meet with the trainer or technician by video call.  In fact, normally all clients who want to use their equipment more effectively and safely will sign up for the training.  Whether they are highly experienced or a they are a novice, they will take advantage of our training because every machine is different.  To schedule an appointment she can use the link on our website ( https://rejuvafresh.com/pages/schedule-training) or she can simply go to the online chat of rejuvafresh.com and request an appointment.  We suggest this will be the most effective solution.  
  

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Placed order for 3 machines on April 30, 2024 in preparation of opening a medical spa/clinic. The machines were received May 6, 2024 & once our renovation was complete, we began setting up the machines. I participated in a different zoom training at 7am CST for each machine. We initiated the use of the 15 in 1 Hydra Facial Machine on May 23, 2024 & immediately began having issues. First the magnet holding the solution door closed did not work. They had to have a video explaining the issue in order to send a replacement part. We then had issues with all of the handles/functions of this particular machine & sent videos per their request & would only receive a video in return attempting to solve the issue. This continued over several weeks & when I requested to speak with a live service person the only option I obtained was to do this at 8pm CST or receiving a text message after 9pm CST. This is time I dedicate to my family & do not have the machines in my house. They state that they offer 24/7 customer care/support & that is so far from the truth. As I continued to push to speak with a person & arrange a time, they never called when they were scheduled to do so. This went on for 2 weeks. Once I did actually speak to the "manager" she had no idea how to work or manipulate the machine. She continued to talk over me when attempted to explain the problem. I requested to speak with the owner of the ************* refused saying she could line up a phone call with a technician but only hours that were not realistic for me in CST. This machine does not work as promised & is a complete trainwreck. I am unable to offer any type of service using this ************ is now taking up space in my medspa. Absolutely NO REVENUE is being produced from this *********** want a refund. The other 2 machines do not work as promised either & I am extremely disappointed in the equipment, but more disappointed by the customer service. I have all the emails/voicemails for reference.

  

  Business response

  08/20/2024

  
  As the customer mentioned, she ordered 3 machines from us - a multi-functional laser machine, an ultrasonic cavitation machine, and a 15 in 1 hydra beauty skin system.  
  
  Also, as mentioned, the customer reported an issue with the magnet on the door of the 15 in 1 hydra beauty skin system being broken.  The customer fortunately cooperated with our request to provide a video and we did not question her as to how the magnet became broken.  Rather we promptly shipped her a new one and provided instructions how to install it.
  
  The customer also reported an issue with the 10 pole RF handle of her cavitation machine not working.  Again, fortunately the customer cooperated to offer video communication.  Our technician noticed in her video that she had incorrectly plugged that handle of the 10 pole RF handle into the wrong plug hole (she had plugged it into one thats for the laser).  Our technician left her a message suggesting that she please change to the correct plug, and after that we didnt hear back more about this issue.
  
  Later the customer complained about the bubble pen on her 15 in 1 hydra beauty skin system.  We requested she provide a video of what she believed to be a malfunctioning bubble pen handle and the customer again cooperated by providing the video.  According to her video, the function is working fine.  Our staff proceeded to explain to the customer that the water level control is for the abrasion handle, not for the bubble pen as it seems the customer thought it was for.   We actually have many videos on our ******* channel demonstrating how to use the equipment, including the bubble pen function.  We suggested the customer watch the videos because according to the customers video there is no issue with her machine as it relates to this handle. 
  
  And yes indeed the customer also told us that all the handles dont work on the hydra beauty machine.  We asked for videos to show how they dont work however the customer has not provided any such videos. We have received no evidence not any specific information from her to show that any handles on the machine dont work. 
  
  The customer told told us many times that she did not want to meet with the technician that is the expert on her machine at the time that this technician is available because its not convenient for her schedule.  Therefore we requested videos that the technician can analyze.   Unfortunately the customer hasnt provided any.
  
  Furthermore the customer complains that because we dont offer our technician to meet with her at time she requires, which is at approximately 1:30pm in the customer time zone.   We are sorry if the customer is not satisfied with the available schedule for the technician that is most experienced with her machine.  However, its important to note that we did offer her to meet with the technician within 24 hours on many occasions.  
  
  We disagree with the customers statement implication that any of our staff has ever missed any scheduled meeting call with her.   All scheduled zoom or FaceTime meetings have always been attended on time. 
  
  Also we want to clarify:  Actually, yes Rejuva Fresh does offer customer service 24/7 by chat, phone and email.  We do not advertise that any particular technician will be available 24 hours to meet by zoom or FaceTime for any and all machines. 
  
  The customer separately asked to speak with a manager.  Later she complained that the manager did not offer to fix her machine.  It is unfortunate that the customer expects the customer service manager to act as the technical support.  It is the technician who will be able to evaluate and clear up any concerns within a one hour call.  The customer service manager contacted the customer upon her demand to speak with a manager simply because she did not agree to the technicians schedule and she specifically demanded to speak with a manager.
  
  Our Warranty policy (******************************************************;) is published on every page of our website in the footer and in the WARRANTY tab .  Client satisfaction is a very high priority for us.  That is why we offer clients clear warranty terms.  
  
  To summarize:  If any client will offer us a clear video of the issue they are experiencing and/or cooperate to meet with our technician by Zoom or FaceTime, everything can be resolved and cleared up very fast, typically within 24 hours.  However if, like in this situation, we are not given any video evidence by the customer (which leaves us in the dark) and also the customer refuses to meet with the technician at time the dedicated technician is available, we cannot efficiently solve the issue nor educate the customer, and this is  simply because the customer has not made it clear what the problem is.  
  
  In this particular situation we would like to repeat our suggestion that the customer provide clear videos demonstrating what she believes to be wrong with her equipment.  If she does not want to meet with our technician at any of the times our technician is available, then very clear video instructions will be provided to the customer to clarify and solve her problems.  
  

  Customer response

  08/28/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Unfortunately, I do not agree with this feedback. The videos explaining the failure of the equipment are too long to attach to any type of email. If you have a better way or another suggestion for uploading these to deliver, I am more than happy to try it. And I did agree to a Zoom, requesting specific time frames due to this issue creating barriers to a fully functional medspa practice. The only reason the meeting with the technician was denied was due to the fact that the time frames available were not convenient, as I have already placed my practice & my family on the back burner to accommodate training & calls with the company. All "scheduled" calls have not been conducted on time, as I have evidence of multiple voicemails. I also requested a conversation with the owner, simply because the manager was unable to assist in any form.  

   I would like a resolution to this issue as I have a machine that I am not able to produce revenue with, which is extremely upsetting. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business response

  08/31/2024

  While we are sorry to learn the client says she disagrees with our response, we are glad to hear she is at least theoretically willing to meet with our engineer by zoom.  
  
  We are also sorry the customer seems not willing to meet by zoom at the times at which the relevant engineer is available.  We understand that the client has her priority of spending time with her family, which we can totally respect, but we would encourage her to realize that we expect there to be only one zoom call necessary, with duration of an hour at most.   Perhaps she could reschedule her family events on one day only to do this and get it over with.  The relevant engineer is extremely experienced on her machines and knows them inside and out.  We are very confident that the engineer can fully diagnose the situation and offer solutions if the customer willing to fully participate.

  
  And in the case that she is unwilling to meet with the engineer at the available times, then yes its very straightforward  for her to send a video to us,  no matter if it is a large video.  If its a larger file, she can simply using the following free online method: **************.  Please enter ******************************* as the receiver.

  
  We are not sure why the client did not know about this, that email is certainly not the only option and **************  is specifically recommended.  This is a warranty issue, and our  Warranty Policy (******************************************************;), which is available on every page of our website and also in the warranty papers sent with the product, clearly states: Notice Regarding Submission of Videos:  For larger files we suggest using the following free online method: **************.  Please enter ******************************* as the receiver.
  
  Again, as we mentioned in the previous reply, the client seems to have the idea in her mind that the customer service manager should be the one to provide training and technical support.  But like most businesses, each of our staff have their own job descriptions and responsibilities and we work together as a team. Yes our customer service staff is very familiar with the general functionality of our equipment, but a case in which a  client claims the equipment doesnt work technically suggests technical support will be needed.  The customer service manager is not responsible for evaluating technical concerns by video.  We have dedicated staff to do that.
  
  In any case, we ask the client to please either a) produce very clear videos showing the issues she experiences and send them to using ************** with ******************************* as receiver, or b) contact us by chat, email,or phone to schedule a live 1-to-1 meeting with our engineer directly.  We look forward to assisting her as soon as possible regardless.
  
  

  
  

  Customer response

  09/06/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  We are available the following dates & times for a zoom call: 

  Monday, September 9, 2024 12pm-3pm Central Standard Time

  Tuesday, September 10, 2024 1:30-3:30 Central Standard Time

  When would you like to schedule?

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business response

  09/19/2024

  As mentioned in our last reply,  we are glad that the customer is willing to communicate with our support team.   This will surely facilitate a faster solution.   We are confident that the customer simply needs to be educated how to use the equipment.

  Unfortunately the meeting times that the customer proposed in this last message are now in the past.  It is now Thursday September 19 EST and we are receiving this message a copy of this reply.

  We would highly recommend that the customer reach out to us directly and not really solely on this complaint thread for scheduling purposes.  During the past two weeks we have received no direct messages from this customer.  We have checked email phone and chat.

  We are available by email chat and phone 7 days a week.  Email: ******************************** or ********************************  ************** (leave a voice message and we will return your call within same business day).  Live chat on the bottom right corner of the website.  The customer should simply contact us and tell us her availability and we will schedule an appointment for her. 

  Customer response

  10/02/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have sent an email directly to the company requesting a phone/video chat. They have been given 2 days with a time range for next week for this to take place. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business response

  10/19/2024

  As we explained last time, if any client of ours will offer us a clear video of an issue they are experiencing and/or cooperate to meet with our technician by Zoom or FaceTime, everything can be resolved and cleared up very fast, typically within 24 hours.  However if, like in this situation, we are not given any video evidence by the customer (which leaves us in the dark) and also the customer refuses to meet with the technician at time the dedicated technician is available, we cannot efficiently solve the issue nor educate the customer, and this is  simply because the customer has not made it clear what the problem is.  

  In our experience, practically  every client of Rejuva Fresh wants to have their equipment  working at 100% efficiency and receive proper training etc. ****.  So they will happily spend 30 min or even an hour if needed to meet with our technical staff.  Occasionally they  dont want to meet but in such cases  they cooperate by simply sending  a clear video on the situation us using ************** (for larger files).  
  

  Again we suggest that she  either make a scheduling exception one day only or send a recorded video.  But unfortunately she has not sent us any video since last time.  On Monday we will attempt to communicate directly with her again  in hopes that she can prepare and send it.  If she does it, we will absolutely analyze it and offer solution within 1 business day.

  Customer response

  10/28/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  It baffles me that I have a response that requires me to "respond within 10 days", but the company can obviously take as long as they would like to respond. All I am asking for is someone to assist in making this machine work properly or a refund. 

  They will receive a video today via ************** (or however we can get it to send). And in regard to us making a "scheduling exception"; I would definitely feel that RejuvaFresh would want to do so to aid in making their equipment run efficiently & effectively. We are currently spinning our wheels in this current situation & this is taking up way too much of my time when I could be treating patients & bringing in revenue. 

  On October 21 they stated they would "attempt to communicate" on Monday, which did not happen. 

  In waiting...... 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business response

  10/29/2024

  Unfortunately we didnt receive any video from this customer after all, by ************** or by other methods. The last video from this client was several months ago on June 7.  
  And about her alleged appointment that was missed , there is no records of any meeting links for the date of Oct 21.  The most recent direct communication with the customer was at the beginning  of Oct and at the time she made it clear that she will offer no flexibility regarding the meeting time of day.  

  
  

• Initial Complaint

  06/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Facial equipment purchased May 2024 and received May 29, 2024. Upon receipt the machine was setup for testing of the modalities by the purchaser. After testing modalities, I noticed water leaking from the abrasion that would by unacceptable for service on a client . Net, the machines cold hammer does not work only gets cool to touch. The suction tips are hard and leaves imperfections on the skin and finally the machine sounds like a small motor. I am the owner of a spa and pride myself on excellent service and this cannot be obtained using this quality of machine. This company will not accept my return yet offered a discount for another cheap machine. As a company you would want your product to be of standard and please your customer but this is not the case. This denial of return and refund is unacceptable and fraudulent as you are stuck with a cheap edition of product. Im quite sure others have the same issue with product as you would with any purchase. I understand a restocking fee or percentage of sale taken but to be forced with a purchase is ridiculous. I advised that I was not happy and will report the forceful sale they practice against purchasers.

  

  Business response

  06/02/2024

  On approximately May 20th the client purchased the 6 in 1 Professional Hydro Dermabrasion Machine.  And as the client mentions, on approximately May 30th she requested to return the machine for a refund, stating that she had set everything up and tested everything, and she doesnt like it.
  

  While we are very sorry that she is not satisfied with the machine she chose to purchase and wants to return it back,  we would like to point out that we believe there is no company out there in the beauty equipment industry, which sells machines in a similar price range that we do, and which also offers all the free services we do (live training, warranty, technical support, etc), who will accept a used machine be returned.  That is because these companies also dont sell anything to clients that is less than a hundred percent brand new, so a used machine is usually destroyed.   Practically speaking its not possible from them to operate this way.  It is the same for our company.  We only sell equipment that is completely brand new.
  
  
  Transparency is crucial, and therefore we have a very clear refund policy, which we make available on every page of our website, in the footer and also there is a link on product pages: (**************************************************************;).  All our policies  are  very transparent.
  
  Most companies out there are certainly not going to even propose any alternative solutions.  However we are friendly and we proactively offered an alternative solution, which she chose not to take.
  
  Specifically we offered she buy the 15 in 1 Hydra Beauty Skin System, which is a very high quality professional machine, with less noise, excellent gentle suction control and  also some of the tips are silicone.  We offered to discount that machine by 100% of what she paid for the original purchase, in addition to the current promotion we offer to all buyers of $500 off machines more than $3000.
  
  We would also like to point out that GEN1 hydro dermabrasion machines sold by other vendors , (GEN1 is the type of machine she bought) will possess similar characteristics as relates to her specific dislikes.  If she doesn't want to believe that, she can go out to many stores and buy the those similar devices to verify it.
  
  We do have a 3rd GEN ******* of her machine solves some of the issues only.  The suction is more gentle and the water control is more perfected due to the additional pumps in the machine.  We did not recommend to change to that machine.  We recommended the 15 in 1 because it would satisfy some but not all of her concerns.   By the way, all of these options were initially offered for sale.   A free consultation is also always offered as well as training, and as far as we can see the client did not avail of any of our  free resources.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We Ordered a Machine for our business through this company on 1/16/2024. The machines was delivered through DHL from overseas (China) which, according to their website they are a US based company. We received the machine 1/22/24 and after putting it together it was not working. The cost of this machine was $9,899.95. I had contacted them via phone and email on 1/31/24 to make aware of this issue. When they did finally call back, they informed me someone from their tech team will be contacting me to help resolve the problem. I then had a call from overseas 9 pm at night with a person in their house who couldn't get a connection and had me accept her via Instagram to write me through messenger which was unprofessional. She told me to try taking the machine apart to figure out the problem and I did not feel comfortable doing so or damage further. She also informed me that they could not do anything for the next 30 days because they were on a Chinese Holiday for a US based company. I told them that was unacceptable and wanted a full refund for the machine. She had someone call me from their ************** number on 1//31/24 by the name of ******** the manager who was apparently in ********** at the time and I explained to her the whole situation, and that I was very disappointed with the lack of customer service for such an expensive machine and wanted to return it for a full refund and she agreed. I have that conversation recorded as well as all the emails and messenger conversations with the woman overseas from tech and the pictures she sent me showing me to take it apart. They sent me the return address and we returned it spending over $850 of our own money. Upon returning, the driver had a difficult time finding the warehouse and the number provided was not working but he finally found it which was a rundown building in CA. They did not refund the whole amount and took 20% return fee which for a machine that was broken and no fault of our own. I would like the full.

  

  Business response

  03/05/2024

  Firstly, we sincerely apologize for any inconvenience caused by any shipping delays or logistics damage.  While we cant prevent these entirely as the couriers are third party, we do have policies in place to make our clients purchase easier.  We encourage clients to please read our Warranty policy prior to purchase,  Rejuva Fresh offers a very clearly written Warranty Policy (*************************************************),  which includes not  only a 3 year enhanced warranty on all professional machines, but also for all products a 7 day shipping damage protection guarantee, otherwise know as our Product Quality Guarantee, is included.  Essentially if a clients machine is delivered and doesnt function due to shipping damage, we offer a free replacement.
  
  More specifically, according to the policy:  Should your machine be delivered and it doesn't work or function correctly, or is somehow broken, or if you received the wrong product, and it is reported to Rejuva Fresh in writing to mailto:*******************************, within 7 calendar days of delivery, including evidence in the form of photos/videos, Rejuva Fresh will provide a free return shipping label for the damaged item and send you a brand new replacement of the exact same machine, 100% FREE.  The Product Quality Guarantee does not include the offer of any refund. Only a free replacement machine will be provided. Should you want to return you machine completely and unused for a refund, please apply here: ********************************************, in which case you are responsible for return shipping costs, and only the product cost will be refunded. .
  .
  
  Also according to our records, in that conversation on 1/31/24 the client did indeed state multiple times clearly that she desired a full refund.  Additionally it is important to note that ******* in that same conversation offered the Client a 100% free replacement machine shipped from our US warehouse, and ******* had strongly encouraged the client to accept this offer, which was an offer based on the above mentioned Product Quality Guarantee terms.   By the time this conversation took place our inventory of the same  Cryo EMS machine the Client offered had already arrived in *** stock in **********. 
  
  Even when the client said again and again that, no, she doesnt want the free replacement, ******* encouraged her to accept the offer.  Client continued to decline  stating she had a bad feeling after talking to our staff overseas late at night.  ******* proceeded to ask the Client to please consider where she can possibly get another Cryo EMS machines with such superior technical specs for under $10,000.  The Client responded that she didnt know and that she is no longer interested in this type of treatment.  In fact we contacted her late at night because we wanted to handle her situation urgently.  The client had reported her machine  was not working, therefore we reached out to her right away.  
  
  Its also worth clarifying some things about Rejuva Fresh.  Firstly, Rejuva Fresh LLC is a *** based company with our main offices in *****.  We usually keep all of the frequently ordered machines in stock in our 6 *** warehouse locations.  When any such product becomes out of stock in our *** warehouses (this happens when we receive much more orders of an item than previously anticipated), we may send the them from our ******** warehouse.  This is the exception and not the normal case.  Inventory is always promptly restocked.  Furthermore if a client offers instructions to only ship from *** we will certainly honor that request (must be made prior to shipping).  Machines and are always extremely well packed as we have an experienced logistics team, and machines are identical whether sent from *** or overseas. 
  
  Why does Rejuva Fresh offer a generous free replacement within 7 days of delivery, while most other companies insist customers file a claim with logistics?  Because we value our clients time and we want to make everything as easy as possible. Despite the fact that we use extremely durable packaging and professional packing methods, occasionally equipment can be damaged in the transport process.  We want our customers to stress less and therefore help them get a brand new replacement fast so they can start using it in their business.   Rejuva Fresh always returns only the cost of the product should a customer decide they need to return for a refund.  Why is the policy written this way? This is because shipping handling and inspection fee costs are quite considerable.  Note that compared to other *** retailers of spa equipment, Rejuva Fresh machines are high quality and effective, yet relatively reasonably priced.  We want to be able to continue offering such attractive prices along with training and warranty and marketing support also.  That is why like most reputable companies we dont deviate from the policies.
  
  We sincerely hope the client will respect our policies, which, like we just explained, are written this way for a reason.   By the way, if the client wants the new replacement now (shipped from the *** warehouse ) we will offer this. Simply let us know.  
  

  Customer response

  03/06/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  I do not accept this form of explanation. I have attached a picture from their website stating that shipping is free so as far as the statement "Rejuva Fresh always returns only the cost of the product should a customer decide they need to return for a refund.  Why is the policy written this way? This is because shipping handling and inspection fee costs are quite considerable" does not apply or make sense since the shipping was free as stated on their website and we should not be responsible after the fact when returning especially when we paid $850 on top of the purchase price to return a broken machine back to them. There is absolutely no where on their website as well stating that if a customer prefers the product to be shipped from the US instead of overseas, they could request that or else I would have done so to begin with.  They also did not call late at night for convenience to me and to take care of the issue immediately. I only spoke to ******* after letting her know that the tech support, they directed me to overseas who could only speak to me via messenger because they have no signal, or another way told me to try to take apart the machine and fix it myself and that they could not fix or move forward after that until 30+ days due to a Chinese Holiday which is unacceptable.  I had actually spoken to a May via email and phone on the ***** from their website letting her know that I am not at my place of work after 5:00 pm eastern time in the US to take calls on the machine and they disregarded that request completely for all calls and did not respect my time or request. I absolutely would not accept a new machine which I told ******* on the phone due to their lack of customer service, non-professionalism and fear of getting another broken machine putting me behind more money and time that I could not operate my business. They state that their equipment is fine spa equipment at a good price but that does me and other customers no good if the equipment is coming broken and we have to face all these issues. I am requesting my full refund that I paid of $9899.95 since the shipping was stated as free and they claim the reduction from the cost of the machine on the refund was their shipping to me. I do have proof of receipts and conversations along with my conversation with the tech support overseas if needed. I had communicated several times with several people along this hassle that I expected the Full refund I had paid since this was no fault of ours and we did our due diligence in a timely matter and they were well aware thats what I was expectign and never stated otherwise and just sent me whatever they seemed fit.  

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business response

  03/12/2024

  While we are disappointed to learn the client doesnt accept our reply and continues to express a distressed/hostile tone, we  believe we made the right call originally, by making the client aware of our policies before ordering (warranty and refund policy links are visible on every page of Rejuvafresh.com), and also reminding her of these policies when she informed us  that she would definitely not want a free replacement.

  According to our Warranty policy, Should your machine be delivered and it doesn't work or function correctly, or is somehow broken, or if you received the wrong product (significantly different from the description and images), and it is reported  . within 7 calendar days of delivery, . Rejuva Fresh will provide a free return shipping label for the damaged item and send you a brand new replacement of the exact same machine, 100% FREE.A brand new replacement of the exact same machine will still be provided..The Product Quality Guarantee does not include the offer of any refund. Only a free replacement machine will be provided. Should you want to return you machine completely and unused for a refund, you may do so by applying here: ********************************************, in which case you are responsible for return shipping costs, and only the product cost will be refunded

  As the client mentioned, we do indeed provide free shipping for our machines.  We provide quite a lot of services to our valued clients for free, such as a longer than average warranty, lifetime technical advice, and a personalized training session, certification, marketing advice and brochure design, and 24/7 customer service.

  The way our policy, like that of many aesthetic machine distributors, is written is to deduct original shipping and handling costs, as well and inspection costs,  and refund the product cost. 
  

  We look forward to continuing  to develop and offer innovative machines for growing aesthetics businesses and helping them succeed.  Again, if the customer wants to get the free replacement machine, Rejuva Fresh will still extend this offer.  

  Customer response

  03/13/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  There has been absolutely no hostility in this matter from our side. I have provided detailed history as to what transpired and how they operate as a company in a professional diplomatic manner. They did not provide me with a reasonable resolution within a 7-day time period. I did make them aware of this issue within the time frame required but they did not abide by their policies they have listed on their site. They were not going to correct the problem within the time frame specified, in fact as I stated before I was told by their tech department in *****, they could not do anything for a minimum of 30 days since they would be on a ******* New Year. That is unacceptable. It was after that conversation that they tried to resolve the issue by calling me late at night which again is unacceptable if they were a reputable business, and they were calling from an unknown area in ********** which made me extremely uncomfortable with the whole situation and the company themselves. I did not want a new machine because it was hard for me to believe in a company such as this that if I had a future problem with another machine that they would be diligent in resolving the issue which is why I did not want another machine sent. It has cost me a lot of time and money just for this original machine.  Their return policies they have listed on their site does not discuss the matter in which my situation was handled. I was sent a broken machine, and they were unwilling to solve my problem in the time frame their website states. I was also not given the option to be sent a machine or it does not state anywhere on their website that if requested they would send a machine from the US and not overseas. They also disclose on their website "free shipping" and do not disclose anywhere that we would have to cover this cost if we needed to return a broken machine back nor do they provide proof of the amount they spent to send the machine to deduct if that was the case. I did in fact though spend $850 on top of what I paid for a broken machine to send it back to some undisclosed warehouse in ********** with a number provided by them that does not work and this location is nowhere listed on their website as associated with this company. They did in fact want me to provide proof of my return with receipts and tracking numbers. I did my part in this whole situation and expected the same in return which was a refund of the price I paid for the machine. I also discussed them a refund of the price I paid to return the machine which they had agreed to over the phone but seem to have dismissed that as well. Since this complaint about this company has come forth, they have called me numerous times over the past weekend into the beginning of this week requesting me to sign a paper agreeing to remove the complaints and they will refund the full cost. This is called bribery.  Apparently, they are willing to refund the full cost and go against their original resolutions if do not post anything negative about their company. I think this would be unfairly misleading the US customers of how this company operates because no one truly knows if the review on their website is truthful or done out of bribery. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased medical grade spa equipment from this company. One of the machines turns on, then shuts right off again so I have to keep restarting it. They are telling me thats how it works. I cant do a ***** min treatment when it shuts off every10 sec. Then they said they wouldnt take it back because its opened. Then they said they wont take it back under quality or warranty, and they arent returning my emails or phone calls. This machine was over $400.

  

  Business response

  02/25/2024

  On February 3, the client ordered 3 devices from ** via our online store:  A 5 in 1 cavitation machine, a 3 in 1 microdermabrasion machine and a Mini **** Ultrasound Machine.  The total amount of the order is $943.27, and the amount if the **** device is $400.46.  So firstly we are wondering why the client is reporting to BBB her disputed amount is $1000, when she only has expressed her perceived issue about the Mini **** device.

  Regarding the Mini ****  February 12, the client contacted us by email explaining she my mini **** ultrasound machine does not work.  It turns on and then turns off right away again.  I checked the instruction book and I cant figure out what is wrong.  It was $400. Will you accept return, or replace it?  Is there some reason why it wouldnt continuously run, when it says the treatment should take ***** min?.  We promptly replied by asking her for a video showing how she is using the device.  After receiving her video several days later, our technical support supervisor ***** checked the video and noted that the client was using the device incorrectly.  Specifically, the operation by client has one major mistake:  When she operates the device in her video she does not stay on the target area until the shot is finished.  She simply needs to let the probe stay on the one area until one shot is finished, and only then move to next area.  Based on the video she provided, the machine  not have any problem. Rather, only the clients method of operation is incorrect.  We explained this to the client, and we also provided her by email a video showing the correct method of operation.  Since providing the video to her she has not responded.
  We are also not sure why the client states that we do not reply to her many emails and  messages, when in fact we replied to all of her emails and  messages promptly the same day or within 24 hours.  
  We understand that the client feels frustrated and we have compassion for her, and we encourage her to please not make up stories saying we do not reply when in fact  we always replied to her promptly.  And also we highly encourage her follow the instructional video we provided to her.
  Rejuva Fresh always stands behind our products and offers a product quality guarantee, which is described in our refund policy (*********************************************************).  According to our Product Quality Guarantee, .should your product arrive and you notice it doesn't work or function correctly, or is somehow broken, or if you received the wrong product, we will provide a free return shipping label for the damaged item and send you a brand new replacement, 100% FREE.  Rejuva Fresh will be responsible for all cost incurred.  We very much back up this guarantee 100%, but since there is apparently nothing wrong with the product and it is only the clients operational method that needs modification, the solution for this case is for the client to please follow the instructions.  We also are following up with the client to see if she will acknowledge watching the video we provided and if everything is fine for her now.  Hopefully everything is now fine, however if she still has any issues with operating the device after studying the video, our trainer is happy to consult with her by video conference. 

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  03/04/23 I got the Personal EMSZERO Neo Sculpting Machine US Plug x1 $2,069.96 from REJUVA FRESH LLC.Order number #**** Few months later I contacted them for the 1st of many times and I told them that my machine wasnt strong as it was when I got it and that the handles were making a very loud and unusual noise that wasnt before. They told me that this problem is very recurring w this machine and insisted me to fix it myself - they sent me videos to OPEN the machine and fix it - Im not a technician and my machine still under warranty - on their website they say 1-3 years warranty - Now the machine isnt strong and beside the problem described about shows an error message on the screen and stops working out of the blue . I never dropped the machine and Im very careful with it. It came defective . Im super upset and annoyed . I spend so much money to get this machine to work and now I cant work. I wont risk my clients health w it. Who knows why the machine isnt working. Can you image if Im using and some electrical problem happen?! I tried to contact them many times and I told them I dont wanna a refund I wanna them to fix my machine thats their obligation. Its not even a year old and for 6 months Im only having problems and losing money with it .

  

  Business response

  02/14/2024

  We were sorry to learn that the client experienced issues the treatment intensity being lessened.  When the client first reported the issue we did offer a solution, in accordance with our Warranty Policy, which states Rejuva Fresh offers an enhanced 1-3 year Warranty and life-time customer support on all of our machines. (If a machine has a 2 or 3 year Warranty, it will be stated in the relevant product description.  Unless otherwise stated the Warranty is 1 year.)We guarantee your machine against defects in construction for 1 - 3 years from the date of delivery. When a structural defect in the main machine is brought to our attention, and evidence is provided demonstrating the structure defect (such as a clear video and/or photos), we will arrange for necessary repairs by providing videos showing clearly step by step how to fix the issue, or, only when deemed necessary by the technicians of Rejuva Fresh, send the machine for repair or replace the original  machine with a new machine. Exceptions:  The above guarantees do not apply if cooperation by the customer to provide requested information such as photos and videos, is ignored or refused.  The full Warranty Policy is found here:  *************************************************.
  

  In the case of this client, yes she has brought it to our attention by describing her issues, but she has expressed unwillingness to follow the instructions indicated in the videos we provided. We also offered  a video conference with our technical staff to offer her guidance, but again she doesnt seem to want to cooperate.  We dont advise sending the machine to us for repair because the shipping cost for the client will be expensive as the machine is very heavy to transport back and forth. Per our Warranty Policy, .should the main machine need to be  repaired, Rejuva Fresh will provide thorough instructions on how to repair the machine for free and also provide support by video conferencing.  Should professional repair be required, shipping and delivery costs will be the responsibility of the buyer/customer.
  

  Client satisfaction is a priority for us, and currently we are trying to contact the client by telephone to offer some alternatives that will be acceptable and comfortable for her.  

• Initial Complaint

  01/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am beyond frustrated with my experience with Rejuva Fresh. I placed an order for the 9 in 1 cavitation machine on Jan. 19th, and all I received was the promised free massage oil. Despite reaching out through Shop Pay multiple times, I was only fed excuses about the machine undergoing quality checks.This week, as promised, there were still no updates on my order or shipping details. Attempts to call their customer service only led to voicemails, and when I finally got a callback, the representatives were clueless about my order's status. Requesting a refund proved equally fruitless, as the representative claimed to need to consult a nonexistent manager. Why do you need to talk to a manager about a refund for a product that has never been shipped?This lack of transparency and accountability is unacceptable. At this point, I'm left with no choice but to warn others about the unreliability of Rejuva Fresh. It appears to be just another dubious company attempting to scam customers out of their hard-earned money. Save yourself the trouble and reconsider before dealing with this untrustworthy business. Check the BBB website for similar experiences and think twice before placing an order with Rejuva Fresh.

  

  Business response

  02/01/2024

  Firstly, I would like to express our disappointment about hearing this situation.  This is certainly not the type of experience we want our clients to have, and we sincerely apologize for any distress and inconvenience you have experienced as a result.

  Actually the machine that you ordered (9 in 1 Cavitation Machine for Toning & Slimming) was indeed recently restocked in our ** warehouses in Georgia and **********, and although the machines were physically available in the warehouses when you ordered, there is an initial quality control process thats always completed.  It often takes several days when many products are arriving at the same time.  I have noted that there were additional unexplained warehouse delays which we are currently investigating.

  I certainly agree that timely & clear communication is essential, and it seems that you didnt receive this.  For this we take full responsibility and thank you very much for this feedback because it helps us to improve. 

  The tracking number for your package is now available ****** 270460226840).  Its being shipped from our Georgia warehouse. 

  Thank you also for replying to my email earlier.  We look forward to speaking with you to gather even more feedback from you so we can improve and provide better service for you and all of our clients going forward.

  Kindest Regards
  Adriana

  Customer response

  02/06/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a cryolipo machine from ************ on 12/29/23. We put the machine together before the training because we assumed we would need it for training. They couldnt do training till 1/24/24. The training was awful - the trainer was foreign couldnt understand her and she wore a coat the whole time ? She also didnt tell us the most important thing - about adding water - until we asked at the end. We found out that this machine is too time consuming for us - we put in for a return right after our training. We didnt receive anything the next day -called - no one ever answers the phone - then someone calls you back or emails you - asking For pictures- etc delaying the time to return it. In their policy / it says you have 30 days to return it. Today we got a response that we cant return it because its been more than 30 days - but that is not true. We never turned the machine on or used it.

  

  Business response

  02/13/2024

  The client received delivery of our Cryo EMS machine at beginning of January.  And as she mentioned, we gave her a free personalized online training at the end of January.  We also provided several instructional videos.  An installation video was also made available.  The installation video has clear instructions how to add water to the machine. These videos are also available online on our ******* channel.  For your reference, here are links to our tutorial videos for the machine she ordered:
  
  ****************************
  ****************************

  In our refund policy, its stated very clearly that if a client has received training, the machine is considered used and is not eligible for a refund.
  *********************************************************
  However in effort to client offer satisfaction, we made an exception for her, and we agreed to consider her return request.  Our policy also clearly requires photos of the equipment to be submitted (this is a normal requirement), and she later did that.  Despite the fact that she didnt qualify for a return, we accepted it, simply because client satisfaction is a priority for us, and this client made it extremely clear she wanted to return because she called us on the phone several times a day, leaving messages.  Once her returned machine is inspected we will issue her refund to the original payment method.  The inspection time usually takes less than 15 business days.

  It is interesting that the client states the reason she needs to return the machine is that the treatment will take her too much time.  As you can see from the treatment menu shown on her spas website (*******************************************), her spa offers many far more time consuming services.  The EMS and Cryo treatments are relatively brief and straightforward.  For example, EMS treatment is operator independent and also the recommended treatment time is only 30 minutes per body area.

  Its also interesting that the client criticizes the dress code of the training staff, and she  immediately wants to return the machine right after receiving the training.  Additionally she criticizes the difficulty of understanding the trainer. We offered to provide subtitles and the client ignored this offer.  Furthermore, the training videos above are very clear and thorough.  We are unsure if the client even watched them.

  One of the reasons we dont accept returns after a client receives the free training is to prevent the abuse of the system, characterized by a client buying a machine with the sole purpose of receiving free training on services related to other machines they may already own and dont know how to use.  We have no idea if this is what happened here, but certainly its a possibility given how strongly.

  In any case, as soon as our return warehouse confirms they have received and inspected her machine we will issue her refund to the original payment method.

  Customer response

  02/14/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed -but we expect to get a return because we never used the machine.  - but we never used the machine and no where tells you the time commitment it takes on each patient until you do the training.   We also didnt hear about the water been added till we asked the trainer at the end - and thats an important part As we know from the Morpheus 8 machine we have.   
  
  Regards,
  
  ***********************

  Customer response

  03/13/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  We bought a machine from this company and we never used it - we returned it within the 30 day money back guarantee they offer because the training was awful and we realized we did not have enough time to use this machine due to the time commitment per patient. They told us we could return it - we paid for it to be shipped back and it cost about $290 - the same company they used to ************* and told us it was the same price for them. But when we finally got our refund - they kept over $1700. Unbelievable- it did not cost them $1700 in shipping and handling and to inspect product. 

  

  Business response

  03/22/2024

  While we are disappointed to learn the customer has replied in this way, we would like reiterate that actually the customer did not qualify for a return in the first place because she had completed the training,  however we made an exception for her simply because we always try to offer the best customer service including understanding our customers individual needs.  And furthermore we have since issued a refund in accordance with our refund policy.  Its very clear from the ************* (*************************************************;) that for the case of change of mind returns (unused products). that 20% is deducted to cover the original shipping and handling costs, the inspection, new packaging, etc. Perhaps the customer doesnt realized the expense to package and transport the large size machine from the factory to our warehouse and to her address or the other expenses involved in the logistics process for an extremely heavy large package. But we believe she was made fully aware of our policies prior to purchase.  We observe that the customer is indeed quite persistent, as demonstrated when she called us many times per hour insisting we change our policy and allow her to return in the first place.  We respect her for being that way, however we have issued a refund in accordance with our refund policy and would quite appreciate it if she could respect our staff and our company as well.  Regardless, we wish her good luck with her life and her spa business.  

  Customer response

  03/25/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  It only cost us $290 to ship back - not over $2,000.  The training was also horrible and couldnt understand the gal that did training - foreign.  This company also never answers their phone - never got to speak to a manager Even when we asked.  It also states on website you have 30 days for money bank guarantee- 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

*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. ↩