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Business Profile

Therapy Supplies

PlatinumLED Therapy Lights

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Therapy Supplies.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/20/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    Website is deceiving. States 60 day trial but restocking fee and returns is astronomically high. False advertising.

  • Initial Complaint

    Date:02/21/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    This package was not delivered to my address. I paid extra for shipping protection which guarantees a replacement or refund if the item is misdelivered or stolen. The company is refusing to refund me.

  • Initial Complaint

    Date:12/01/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 11/03/2023, I purchased a BIOMAX XL Motorized Horizontal Stand, two (2) BIOMAX 900 Lights, two (2) BIOMAX 600 Lights, and a BIOMAX Professional Remote. Order #*****.I purchased this combination of lights, because their webpage for their BIOMAX XL Motorized Horizontal Stand specifically states "Our XL motorized horizontal rack system holds up to 4x BIOMAX grouped panels of any size and is the ultimate solution for home or commercial use." So, it was my understanding that the mounting system could specifically accommodate "grouped panels of any size."Additionally, just before my purchase (on 11/03/2023), I e-mailed PlatinumLED, detailing my intent to purchase 2x BioMax 900's and 2x BioMax 600's, with the BIOMAX XL Motorized Horizontal Stand. While the intent was also to check on any available discounts, at no point did they advise that my intended purchase was incompatible. They advised that they had multi-light discounts, but not that my intended setup was incompatible.When I received my order, I noticed that there was no way to mount the BIOMAX 900 and BIOMAX 600 lights together. There were other combinations of lights specified in the manual, but not these two.I reached out to PlatinumLED and advised of my issue and why their website led to confusion. I requested to return the two BIOMAX 600 lights due to the inaccurate website description; however, they blamed me for the misunderstanding, refused to accept the lights without a 20% restocking fee, and advised that there was nothing else they would do to assist me with my order.The business made no attempt to solve the root cause of the issue and to avoid any further confusion.

  • Initial Complaint

    Date:02/08/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 11/26/22 - Ordered a BIO Series 600 Red Light Therapy Panel from PlatinumLED Therapy Lights. Order #***** ******************************************************************************************************** I received a panel that contained blue light which is not what I ordered. Nowhere on their website does it say the panel contains blue light. When I contacted customer service over the phone they recommended I return the device.On 12/27/22 - Contacted business about returning the device On 01/18/23 - Device was returned to business via **** I had to pay $70.27 out of pocket for return shipping On 01/23/23 - Return tracking shows device returned: ****************** On 01/31/23 - Emailed business on refund status On 02/02/23 - I was provided only a partial refund of $559.20 of the $699 I paid.On 02/08/23 - Emailed business that I only received a partial refund They respond with a lie, saying "The correct amount was indeed refunded."I sent them screenshot evidence of their website not saying anything about the device containing blue light proving false advertising.They respond with another lie "You received exactly what you had ordered" and continue to say " This order is now closed and future emails regarding the same subject may not be responded to in order to avoid redundancy."This business is practicing false advertising, not refunding the full amount, and is refusing to cooperate.

  • Initial Complaint

    Date:12/27/2022

    Type:Product Issues
    Status:
    Unresolved
    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 purchased this the LED 450 for approx $948 as a gift for my birthday on 9/29/22. I didnt see any results with the product and called to inquire about the return policy. The customer service representative located the purchase date and explained that there was a three month trial period so I had until 12/28 to return it. I confirmed this date numerous times. I explained that I would try it for two more weeks in order to see if there were any noticeable improvements. After seeing none, I called on 12/14 to request a return and was told that their company actually had a TWO month trial period and that the return window had expired. Of course I explained the situation, but they offered no resolution and refused to accept the product back. Because it was a gift I had no information on the purchase date and relied on the information they gave me. They either accidentally gave me the incorrect information or intentionally misled me in order for the return window to expire. Either way, they should be held response and allow me to return to product for a full refund.

    Business Response

    Date: 01/24/2023

    You have the wrong business address for the company that has the complaint.  Please stop sending complaints to ******************.

    Customer Answer

    Date: 01/26/2023


     

    Hopefully we have right right company. If not, please advise what I need to do. This is their website and I am including a photo of our bank statement 

    PlatinumLED Therapy Lights

    platinumtherapylights.com


PlatinumLED Therapy Lights is NOT a BBB Accredited Business.

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