ComplaintsforLED Technologies Incorporated

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the "Lux Collection Spot Acne Treatment" from LED Technologies on 04/12/24. The device has a dangerous manufacturing defect. You are meant to have the device pressed against your skin for 3 minutes. This device gets so hot that I can't keep it touching my face for 3 minutes. I contacted LED Technologies on 04/24/24 and told them about the device issue and that I took temperature readings of the device after pressing it against my face for 1.5 minutes (half the treatment time they state to use) and the device was ***** degrees. It feels like it is burning my skin because of the temperature. I asked for a refund or replacement and neither ask was granted. Instead they want me to pay to ship them the device to test it. I don't feel that I should have to spend my money on shipping with tracking and insurance to send them a device that was poorly manufactured or designed and that was not properly tested before being shipped. There is a clear lack of quality assurance and concern for their customers safety. I own several other high end light therapy devices from other companies that are far more powerful and none of them get remotely close to the temperature of the LED Technologies device. For a company that is *** cleared and promotes their products as medical grade devices there is zero reason those devices shouldn't be adequately tested.

  Business response

  05/20/2024

  I have responded to each request you have sent.  Not sure why you are not seeing the responses.

  LED Technologies stands ready to help this customer.  Our warranty policy states that LED Technologies will replace or repair any device that is found to have a defect associated with the workmanship of the device.  The policy further states that the customer must return the device for us to review and determine if there is a defect or not.  This customer will not ship the product back to LED Technologies unless we pay for return shipping which is the customers responsibility.  we can not replace or credit the customer without returning the device in question.  This policy is a standard manufacturers warranty policy that is used by most manufacturers.  Again we are here to help but the customer must participate in the process.

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

• Initial Complaint

  03/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a blue light piece for my teeth.The first time they said it didn't go through but didn't have the ethics to reach out and tell me for some odd reason i placed a second order was charged but nothing ever arrived i have told them this many times.they sent photos of some home it was delivered to but it's not our home.they ignore many questions i want my money back . I am also filing a bank dispute as fraud I have tons of emails to upload if possible in support of my complaint. ********* charged for 99$ I would have ***** taken a replacement but they never offered.

  Business response

  04/16/2024

  First of all my apologies for my delayed response as i have been traveling most recently.

  I have investigated this situation with our team and reviewed all the correspondence with the customer.  Our findings are as follows:

  Customer claims they never received the shipment but FEDX has provided pictures of the delivery to the front door of the house.  See first attachment.

  Customer claimed that was not their house so our team took a curbside image of the address provided on the order which matches the customers address and showed that is was the correct address as provide by customer.  See second attachment.

  Customer continues to claim that is not their house so we asked them to provide us with a picture of their house from the front curb so we can file a claim with FEDX.  Customer will only provide an image of an exterior door close up which is clearly not the front door.  it is the rear door to the back yard.  The color of the house is the same as what we see on ****** Maps and from FEDX.  We again ask for an image of the house from the front curb as requested by **** in order to file a claim but customer will not comply.

  At this point all evidence points to a correct delivery to the address listed on the order and all customer provide imagery also supports this by showing the same exterior color and siding of the house.  We have informed the customer that we are here to help if they can provide us with the requested image to support a claim of mis delivery to FEDX.  

  We have not heard back from customer since this conversation until now we see they filed a BBB complaint instead of providing the requested image of their home to support an incorrect delivery.

   

  Sincerely,

   

  *****

  Customer response

  04/17/2024

   
  Complaint: 21476487
  
  I am rejecting this response because:

   

  wow. This company really loves money and doesnt care about their customers.  ****** maps, huh?  Did ****** maps show you that there are about 9 similar houses on this street?  Same color  same brick  same everything     Your photos show no house number and even it if did, nothing arrived     
  maybe it was taken or more likely, or was MIs delivered    
  

  who cares what fed ex says  they lose packages all the time   
  

  I paid this company money and they act like Im putting them out when I didnt get my device   I paid and didnt get anything from them     Where their packages is, I dont know but they dont offer any type of help  not a reshipment options or a refund  

   

  how greedy and uncaring is this company    I will Contine to dispute with my bank and show them the 9 other yellow houses on our street   You think youre so smart but not really   Totally trying to support your bogus decision not to support one of your customers    
  

  I will make sure to post my situation on social media as well so others can be warned   

  
  Sincerely,
  
  **** ****

• Initial Complaint

  11/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  LED Technologies **** ["LED"]: (1) sold ** a defective dpl Flex Joint light therapy pain relief device (the ********************************************** stopped working); (2) confirmed that the defective device was under warranty; (3) agreed to replace the device; (4) received the defective device from ************* ************** ******* (5) received the **** Tracking Number, **** Tracking Results, and a letter from ****, all of which confirmed that **** delivered the device to LED; (6) fraudulently claimed that it did not receive the device, despite receiving written confirmation from **** that it delivered the device to LED and that it was received by an individual at the address LED provided; (7) refused to replace the device, in breach of its warranties and agreement; and (8) fraudulently claimed that **** insurance should pay for the device, which **** had refused to do on the basis that it delivered the device to an individual at the address LED provided.We have had extensive communications with LED, which falsely claims it did not receive the device, and ****, which confirmed in writing that it delivered the device to LED.**** Tracking confirms that the device was "Delivered, Left with Individual" at LED's address on "September 9, 2022, 12:58 pm." **** also provided a letter confirming that "the package was delivered." Although we provided the **** letter, **** Tracking Number, and **** Tracking Confirmation of Delivery to LED, its *************************** fraudulently stated on November 22, 2022: "We have searched the warehouse multiple times for their product and have confirmed that the device was not delivered to our warehouse. Outside of them working out at solution with **** we cannot help." ************ and its products are untrustworthy. LED sold us a defective product, breached its warranties and agreement to replace the defective product, and engaged in unfair, fraudulent, and deceptive trade practices.

  Business response

  11/23/2022

  We are aware of this customers complaint and as we had informed her that we did not get a delivery of that package.  We can't provide proof that we did not get it if there is nothing to physically prove except that we do not have their specific package.  We have a limited amount of employees on that day in the warehouse and neither of them received any **** deliveries on the date specified.  The sender did not ask for signature and only shows that the **** tracking as package was delivered.  When LED ships packages out via *** and FED (not ****) we also require signatures to provide proof of delivery due the increased incidence of package theft or simple missed delivery.  The customer makes claims that we are being fraudulent and willfully deceiving her which we find slanderous and irresponsible.  LED policy for warranty returns allows the customer to use their choice of shipment methods, but it is the customers responsibility to ensure delivery just as we are responsible for the shipment to the customer.  I don't know how else to respond to the customer other than the package was not physically received by our shipping department.

  I personally do not use **** for any of my personal or business shipping requirements due to my experience with lost packages and the immediate declining of investigation from the ****.  We have lost multiple packages and even had one on video where the carrier was shown removing the item form the package and still the **** denied our claim.  We have offered the customer a significant discount if they want to purchase a replacement item to help ease their loss.  If the tables were turned and the customer claimed they did not get our shipment, I can guarantee you they would not be paying for the product. If we had multiple customer complaints about this or there was a trend it would be a different story but this situation is a single event and our company history shows that handle our warranty issues timely.

  Customer response

  11/23/2022

   
  Complaint: 18451562
  
  I am rejecting this response because:

  When this defective product failed, we invested considerable time and effort jumping through the many hoops requested by LED, and provided evidence that the product failed, including photographs showing that many of the therapy lights were not working.  LED confirmed that the defective product was covered under warranty and would be replaced.  There was no requirement or condition that we ship the defective product via *** or FedEx.

  We followed all of LED's requests to mail the defective product.  ************* ************** ******* which is an agency of the executive branch of the ************* federal government responsible for providing postal service in the ****, confirmed in writing that it delivered the product to LED in hand to an individual at LED's address.  LED appears to argue that the federal government is lying in its written documents, but it appears more likely that LED is disorganized and lost, misplaced, or otherwise failed to properly process the shipment that it received or knows that it received the shipment and is engaging in fraud and deception to keep our money and avoid replacing the product that it admitted was defective.  

  It is beyond ridiculous that were are caught in the middle between the federal government ******* which insists that it delivered the product in hand to LED and provided written evidence including the exact date, time, and address of delivery, and LED, which unconvincingly claims it cannot find the product in its warehouse and therefore assumes that the federal government is providing false information.

  In any event, LED's failure to find the shipment it received from **** is irrelevant.  We provided satisfactory evidence (including photographic evidence) to LED that the product did not work, which LED acknowledged was defective, so there is no reason not to replace the defective device as promised.  We would hope that LED was not planning to repair and resell a used personal device like this.

  We previously purchased multiple products from this company (including 7 different devices, plus an 8th device purchased by a family member as a gift).  We have recommended this company's products to friends and family, who we understand purchased multiple products.  We expected LED to stand by its products, deliver nondefective products, and honor its warranties and promises.  It is astounding that LED would treat repeat customers so poorly, and makes no logical sense, particularly in light of the modest cost of simply replacing the defective product.  LED admitted that it sold us a defective product, and is now bending over backward to try to wriggle out of its promise to send us a replacement product that works, after pocketing our money.  If we had known that this is the way LED attempts to do business and turn a profit, we never would have bought or recommended its products.

  LED should do the right thing, take better care of its customers, stand by its products, warranty, and promises, and simply replace the defective product as it promised.

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

  Customer response

  12/15/2022

   
  Complaint: 18451562
  
  I am rejecting this response because:
  

  LED Technologies Incorporated contacted us to confirm that they did in fact receive the returned item.  We are presently awaiting shipment of a replacement.

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

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  purchased a $29 device from this company to see how it would work for me prior to investing in a significantly more expensive one. was delivered to me on april 30th, and by may 4th the majority of the leds on the device are not working. i have done the trouble shooting they suggested, and it hasn't fixed it. they are stating in order to proceed with a warranty claim, after a whole 5 days of ownership, i will have to spend the $10-15 to ship it to them myself, and must be sure to include the original packaging in good condition and the thin paper pamphlet it came with. in what world is their device breaking in less than 5 days my fault, forcing me to incur shipping charges that equal half the total for the device. pictures have been provided of the issue so it should be clear to them it has not been damaged. unfortunately the thin paper box and poorly written pamphlet were discarded as i didn't think something as high tech as a glorified flashlight would have an issue this quickly.

  Business response

  05/26/2022

  Consumer Response /* (3000, 10, 2022/05/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) we already spoke on the phone and attempted troubleshooting. there is no device in the price range i mentioned that uses those infrared lights. it is the blue lights that don't come on. this response perfectly encapsulates their customer service. Business Response /* (1000, 12, 2022/05/09) */ The company warranty policy is clearly written in the user manual. We have requested that the consumer send back the device with all its original components so we can inspect the device. We will replace or repair the device if there is a malfunction and have informed the customer that LED technologies pays to ship the device back to them. all they have to do is ship it back to us for inspection. This is a standard warranty process. We have offered a solution to help the customer but they are not willing to participate. Business Response /* (1000, 13, 2022/05/09) */ Having found your call and now looking at the device that you called about. As we have instructed, the batteries you are using may not be strong enough. Please try another set. From the picture you provided it looks like the lights are on. Also, in looking at history of previous returns there have been no reported issues of blue lights not coming on. We can have our technicians take a look but you will need to send in the device. Please call customer service 800-337-9565 Consumer Response /* (3000, 15, 2022/05/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) as explained, again, troubleshooting was attempted, including replacing the batteries. the picture clearly shows only red lights are on. will you be providing return shipping and accepting without the original box and pamphlet?

• Initial Complaint

  03/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a LED acne treatment device from the company, and it did not work as described in the User Manual upon receipt. Within a week of receipt, I contacted the support department. After an hour of over-the-phone tests that I had to run with the technician, the support person determined that the device was not working correctly and I must send it back to the company. I just requested a replacement device of the same type that was working. However, I sent the device in, and the company stated they did tests on it and found nothing wrong. They sent the same machine back to me. Upon receipt again, I have tried to turn the device on and off, and it works intermittently only. I have requested them to send me a new device again and even said I would send a video of how it performs aberrantly, and they closed my case. Also, often in their emails, they do not even include a name when replying, so it is difficult to ascertain who is responding and what role in the company they serve. Overall, this has been the worst medical device company I have worked with.

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2022/03/28) */ The device was returned for review to LED Technologies. LED Technologies initial investigation found no issues and device operated as intended. per Internal procedures when this happens we have separate reviews to confirm. two additional investigators found the same results. the device was sent back to customer. We have asked customer to send back for further testing and investigation. But no response from customer to date.

*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. ↩