Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our clinic purchased the Zemits Verstand Pro. As part of the purchase, their website promises a "free training course". It describes the course as "the most advanced and complete" training course. Upon purchasing the device, we found out that there were more than one course, and that the other courses were not free. The "training course" that was free covered the parts of the equipment- not how to use them. Definitely not the type of training that was promised. The training videos that explain how to use each of the features on the device cost extra money. Because the website doesn't mention any other courses, how were we to know that we would have to pay extra for courses that were "advanced and complete". Never in my 25 years of being an Esthetician have I purchased a device that did not come with free comprehensive training. The website does offer a 45 min course with an Esthetician to be done over Zoom video. There is no way to receive the type of training needed in that amount of time and over video, no less. We would like to have access to the training videos at no cost. Thank you.

  Business Response

  Date: 08/02/2023

  Dear ***************************

  We sincerely apologize for the inconvenience and confusion you encountered regarding the training course for your new Zemits Verstand Pro. We understand the importance of comprehensive training, and we want to ensure that you have all the necessary information and resources to use our equipment effectively.
  
  To clarify the training process and what is included with the purchase of any Zemits equipment, we offer a complementary online training course divided into three phases:
  
  Comprehensive Online Training Course: Our team of professionals, including physicians, estheticians, and skincare experts with extensive experience in spas and product formulation, has meticulously crafted this online training course. It covers every aspect of our equipment and provides advanced and comprehensive knowledge, free of charge.
  
  Zoom Meeting with Educators: After completing the online training course, you have the opportunity to schedule a 45-minute one-on-one training session with our exceptional educators. During this personalized session, our educators will guide you through the installation, operation, maintenance, and troubleshooting of your new equipment. If needed, you can also schedule an additional 30-minute question and answer session to address any specific concerns. Our goal is to ensure you feel confident and competent in delivering each Zemits treatment.
  
  Certificate of Completion: Upon successfully completing both the online course and the personalized session, you will receive a prestigious Zemits Certificate of Completion, validating your expertise with our equipment.
  
  We want to assure you that this information is described on our website in the training section. You can find all the details and the direct link to this section here: ************************************.
  
  At Advance Esthetic, we are committed to providing exceptional support to all our customers, and we deeply regret any confusion you experienced during this process. We appreciate your feedback, as it helps us improve our services and communication.
  
  If you have any further questions or concerns or if you would like to schedule your personalized Zoom training session, please do not hesitate to contact us directly at ************. We are here to assist you every step of the way.
  
  Thank you for your understanding, and we look forward to ensuring your success with the Zemits Verstand Pro.
  
  Sincerely,

  *****************************
  Customer Support Manager
  Advance Esthetic LLC
  *********************
  *****************************************************************

• Initial Complaint

  Date:06/16/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a FrioLift machine for my business on November 25th 2022 in the amount of $5,490. I am an esthetcian and this machine is to lift the skin and get rid of double chin. Machine was on back order and didn't receive until January 28th 2023. Contacted them February 13,2023 and was not noticing results talked with *************************** and was told it takes 4-6 weeks to notice results and was told I was using too much gel and bought more $206.95. Called in March, April, May no one called back then May 4th I contacted my credit card company to dispute the charge. May 12th ***** called back and retrained me on the 16th was trained completely different from my original training and handbook guidelines. Was told client should come in 2 times a week at $350 a session. Client has to drink a gallon of water after treatment and has to sleep on their back if they don't and sleep on side it will take away all results from the machine. If I knew this info to begin with I would have never bought the machine as this is ridiculous. I tried the machine on myself 25 or more times no results. I can't charge my clients this price with no results and am known for my honesty. I returned on May 31st. Advance Esthetics received it on June 2nd. Called Advance Esthetics June 9th and they wanted proof of tracking number. Sent it and received an email that this is an unauthorized return and will not accept returned units without prior authorization and it is past the 30 days. It is past 30 days but the machine does not work and i have called 6 times and nobody has called me back even to tell me that they have received it. I sent it back 120 days later. I know this is past the 30 days but tried contacting them and they don't return calls so I sent it back as my credit card company wanted proof of return. My credit card company wants me to deal with merchant as they said it is past 30 days. It was $218.66 to ship it back, I also sent the gel back with the machine. I have lost $5915.61 and time

  Customer Answer

  Date: 07/25/2023

  They would not contact me back either. After I filed claim with you they were getting in touch with me. So I believe even though they didnt call you back then they started to contact me cuz it was crickets before I contacted you. Over month went by and they still had my machine and made me pay more to ship to another address. They said nothing was wrong with it and wanted to ship back. Told them the machine doesnt work and I cant use so they issued me a credit and have received another machine. Thank you so much for trying as I truly believe I would be $6,000 in the hole and nothing to show for so thank you thank you thank you! 

• Initial Complaint

  Date:06/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased two different machines that are defective and the company refuses to abide by the 2 year warranty. They claim it isnt under warranty, they setup troubleshooting calls and refuse to show up for the calls, or do the call and it still doesnt work. I want a refund and to send the machines back.

  Business Response

  Date: 07/29/2024

  Dear *****

  I'm truly sorry to hear about the difficulties you're experiencing with your machines and our customer service. This is certainly not the experience we want for our customers.
  To address this promptly, please reach out directly to our customer service team at ************* with your order details and the issues youve encountered. We will prioritize your case to resolve it as quickly as possible, including arranging for any necessary troubleshooting or returns. Your satisfaction is very important to us, and we want to ensure that we find a satisfactory solution for you. Thank you for bringing this to our attention, and we appreciate your patience as we work to resolve this matter.

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 20191045
  
  I am rejecting this response because:

   

  I should have received proper response, compensation for machines purchased that didnt work in the amount of $15,000.00 especially since your company refused to honor warranties. Not to mention loss of wages. This response took over a year?
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/02/2024

  The warranty was not upheld. 

  Customer Answer

  Date: 08/02/2024

  All warranty info is uploaded and also on their website. 

  Customer Answer

  Date: 08/02/2024

  Only a couple months after purchasing both machines is when problems started happening. This doesnt show interest and fees. Loss of wages etc. 

  Customer Answer

  Date: 08/08/2024

  What are you talking about?? As is doesnt mean a lemon machine and it doesnt mean there isnt a warranty. It was a two year warranty not life time?? Are you even reading? 

  Customer Answer

  Date: 08/08/2024

  The warranty is under the company I purchased from. Not who financed the lease. There is a two year warranty which they did not follow. This also took over a year to get a response and according to BBB this should have a negative impact on their rating since they did not respond in a timely manner. Theyve actually updated their website to show a 3 year warranty. Zemits is who they sell their machines through. I have attached website terms that show through all companies that the machines hold 36 month warranty. 

  Customer Answer

  Date: 08/08/2024

  The warranty is under the company I purchased from. Not who financed the lease. There is a two year warranty which they did not follow. This also took over a year to get a response and according to BBB this should have a negative impact on their rating since they did not respond in a timely manner. Theyve actually updated their website to show a 3 year warranty. Zemits is who they sell their machines through. I have attached website terms that show through all companies that the machines hold 36 month warranty. 

  Customer Answer

  Date: 08/09/2024

  Thank you

  Business Response

  Date: 08/20/2024

  I am writing to provide further information regarding the complaint filed by ******************************* (#********). At Advance Esthetic, we prioritize customer satisfaction and strive to provide the best possible service. However, we also have policies in place that we must adhere to, ensuring fairness and clarity for all our customers.
  
  ******************** purchased a Dermeluxx device in 2022. Our policy allows for returns within 30 days of purchase, a deadline that had already passed by the time ******************** expressed her desire to return the device. Despite this, we were committed to assisting her and offered multiple solutions to address her concerns.
  
  Throughout our interactions, we provided ******************** with the option to have her device inspected and repaired under our warranty, which at the time of her purchase, covered two years. In June 2023, we extended our warranty period to three years, offering even greater coverage to our customers, including ********************.
  
  We remain committed to helping ******************** with any issues related to her device, and our warranty service remains available to her. I have attached the link of the warranty for your reference, which clearly outlines our return policy and the terms of service.

  
  

  ****************************refund-return-policy
  

  
  

  I hope this clarifies the situation and demonstrates our continued dedication to customer satisfaction while maintaining adherence to our established policies.
  
  Best regards,
  
  
  

  ***************************** Customer Support Manager *************** www.advance-esthetic.us ************************************************* Advance-Esthetic LLC Showrooms: **************************************************************************************** ************************************************************* ***************************************************************************

  Customer Answer

  Date: 08/20/2024

  I wasn't trying to return it. I want it fixed or a new one provided. They can email me a shipping label for the return and I will wait for a replacement.

  Customer Answer

  Date: 08/28/2024

  I will accept a shipping label to send them the broken machine that they can then fix or replace immediately. 

  Business Response

  Date: 08/29/2024

  Dear Better Business Bureau,
  I hope this letter finds you well. I am writing to address the recent complaint filed by ******************************* regarding her Zemits device and to clarify our warranty policy and the steps we have taken to ensure her satisfaction.
  At Zemits, customer satisfaction is our top priority. In June 2023, we conducted a review of our warranty policy and extended it to a three-year coverage to provide our clients with even greater peace of mind. Our warranty also clearly states that customers have 30 days from the delivery date to return their device for any reason.
  ******************** contacted us several months after purchasing her device, by which time the option for a return was no longer available. In line with our commitment to exceptional service, we offered her an inspection of the device by our specialized team of technicians and a repair if necessary.
  It's important to highlight that when a malfunction is reported, our protocol involves scheduling a troubleshooting call with the customer, as 90% of reported issues are resolved during these video calls. Unfortunately, ******************** did not attend any of the scheduled appointments, and we have documented proof of this.
  While a refund is not possible due to the elapsed time since the purchase, we remain fully committed to assisting ******************** by repairing the device if any issues are found. We are more than willing to help her, but her cooperation is essential to moving forward with the resolution.
  Thank you for your attention to this matter. We are confident that with mutual cooperation, we can resolve this situation satisfactorily.
  Sincerely,

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

  Customer Support Manager 

  Business Response

  Date: 08/29/2024

  Dear BBB

  We have made several attempts to contact this customer, but unfortunately, she has not responded. According to our policy, which she is aware of, her device purchased on 1/25/2022 is under warranty until 1/25/2025. Although the warranty does not cover shipping costs, we are willing to cover the shipping expenses in this instance.

  
  Our service technicians will inspect and diagnose her device to ensure proper repairs are carried out. Please note that our warranty does not cover handpieces or accessories, and she has been informed of this as well.

  
  Thank you for your attention to this matter.

  best Regards,

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

  Customer Support Manager

  Customer Answer

  Date: 08/29/2024

  Actually, they are lying. I had multiple calls for troubleshooting booked in which the **** on their end would not show up to or would call at a different time than scheduled (and I was no longer available) after I had taken off time from work to block my schedule. The seem to be blame shifting and gaslighting as a result of their refusal to repair said machine. I have been more than cooperative. One of my machines was a lease, and then the lease was over, I sent the machine back and never got to use it as a working machine. The machine I currently have still does not work and need repairs. Once again, I will state, my reason for return is to get the machine repaired since they refuse a refund on a lemon piece of equipment. So they can send me a pre paid shipping label in which I can send them the machine to fix. I'm not seeing where they are trying to fix the issue but rather repeating themselves over nothing that I am talking about. If they are committed to fixing this issue, why not send the pre paid label in order to repair the machine that is under warranty??

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 20191045
  
  I am rejecting this response because:

   

  they have not fixed the issue. they just keep sending repeated emails so they can look like they are responding and trying to cooperate.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/29/2024

  Please send pre paid shipping label to ************************