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:05/06/2025

  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.

  In February 2025, I purchased a $121,250 aesthetic laser package from Alma Lasers. Included in my signed purchase order was a full year of marketing support through their **************************** package. The real sell and the primary reason I agreed to the purchase was to build pre-opening momentum via marketing, which the sales **** **** *********, clearly understood. Trusting the promises made to me, I paid a $12,000 deposit to secure the deal.Shortly after payment, **** asked me to sign an additional document stating that no marketing would begin until the full $120K was paid, a condition never disclosed beforehand and not included in any original agreement. I did not sign this new form.Since then, I have received no marketing services, no kickoff, and no clear communication. Despite multiple attempts to discuss this via text, email, and phone with ****, ******* ******, and regional director ****** *******, Ive been ********** make matters worse, I was charged an additional $2,600 for a skincare order that was also supposed to be included in my package. I was told it would be refunded within ***** hours. It has now been over two weeks, and no refund has been issued despite repeated requests.This has put me in a serious financial bind as a new business owner who relied on the promises made at the point of sale. I am requesting a resolution to this immediately.

  Business Response

  Date: 05/08/2025

  Thank you for reaching out.  I have researched your account and believe that I understand the issue.  It is common practice for us that all 3rd party marketing packages don't start until after an order is paid in full.  These packages oftentimes involve large out of pocket costs for the company so we like to ensure that we've been paid in full before starting them.  Similarly, the skincare stipend rebate also typically wouldn't be paid until after an order is paid in full for similar reasons.  With that being said, I see that your account is on a payment installment plan so I can understand why you would not want to wait 6 months for the 3rd party marketing to start or for the skincare stipend to be received.  I would like to propose the following in an effort to resolve the matter:

  It appears that the first payment on your installment plan is due very shortly.  Once that first payment is received and clears, we would agree to authorize the 3rd party marketing provider to begin their services and we would issue the skincare rebate within 7 days of the 1st payment being received.  Please let us know if this is a satisfactory resolution and if so we can proceed accordingly.

  Customer Answer

  Date: 05/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that their suggested resolution is satisfactory to me. However, I have very little faith that they will honor this resolution and I will be back in touch if I have any further issues.
  
  Sincerely,
  ***** *****-*********

• Initial Complaint

  Date:06/20/2024

  Type:Service or Repair 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.

  I originally purchased the Opus Laser from **** December 2022. I had such high expectations as the sales rep made promises of 0% interest, to provide marketing to help us gain for new clients of a different deographic, a new app and web page to ensure high ranking on search engines. My device was not delivered as promised and the trainer provided did a poor job which caused my entire team to have to be retrained and caused a delay in our lunch of the project. All that **** promised was not delivered. When I complained and asked for a full refund for the return of the unused machine, I was denied. I tried working with the company to continue our business relationship and to mak my $132,000 back. Every suggetion they provided I tried in order to recouperate my funds I paid since I could not get a refund from purchasing LMNt's to hosting open houses. At every turn, there has been some discrepency. In April of 2024, I had a client have an adverse reaction to the opus. She developed extreme hyperpigmentation. I contacted **** immediately. Initially, communication was appropriate. **** heard from a rep on May 14, 2024. Fast forward to today, I receive an email stating I refused to send in the hand piece for review. Not one time has any representative suggested a review. I contact customer service immediately only to be told they closed the case and I would have to reopen it and send an additional $500 to have the device reviewed. At every turn, **** has provided poor customer service and support from contract terms that change after you sign, delivery of item, to customer support. . Buyers beware. No business wants to be lied to and treated as if they did something wrong from start to finish. Unacceptable practices.

  Business Response

  Date: 06/25/2024

  Thank you for taking the time to provide feedback on your experience with our company. We value all customer input and take your concerns seriously. We would like to investigate this matter further and will work towards finding a resolution. As a result, we have forwarded this complaint to our Customer Experience manager who will be reaching out to you shortly to help resolve this matter. 

  Customer Answer

  Date: 07/03/2024

  Complaint: 21878035
  
  I am rejecting this response because: I spoke to a rep from **** (******************) on 7/2/24. Although he called and emailed, when I originally called him back he did not answer and was out for a few days. We have not come up with a resolution. I am awaiting confirmation of a rep coming to do a diagnostic on the machine, possible trade-in or other resolution. NO documents have been supplied as of now. THIS COMPLAINT IS NOT RESOLVED.
  
  Sincerely,
  
  *****************-Gaymon 

  Business Response

  Date: 07/03/2024

  I was able to connect and talk with ****************************** on 7/2/24, seems like after she submitted this response, but we are currently working on her case for her and looking on getting her device inspected at a no cost. Once I get an updated status by when this can happen, I will contact *** to schedule. That is the first plan of action. She is willing to corporate with us to make sure her device is running to manufacture specifications. Look forward to continuing to work with *** to get her and practice in the right direction.  

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21878035
  
  I am rejecting this response because:
  I am awaiting a tech to come out to test the machine. I received a call today but do not have a date for them to come out. As of now this issue is not resolved.
  

  
  

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

  Business Response

  Date: 07/12/2024

  We just got word that the field service tech will be calling you on Monday the 15th to schedule that on-site visit to solve the issue. We feel confident that our technician will solve any issues and make sure that your device is running at manufacture specifications.

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21878035
  
  I am rejecting this response because:
  Although i had a response from the company, the issue is not resolved as the proposed steps they discussed takes time and planning. A technician reviewed the machine but suggested the hand piece be sent out of the country to be taken apart and checked. Im awaiting Almas response to the tech suggestion and also awaiting another manager to let me know if they will switch out the machine.
  
  Please see attached letter from **** rep.  At this time this is not resolved!
  

  
  

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

  Business Response

  Date: 07/25/2024

  We are currently looking gathering information on this situation. The customer experience manager will be reaching out to you tomorrow to discuss. We appreciate your patience. 

• Initial Complaint

  Date:04/11/2024

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  NOV ***** **** SALESPERSON SOLD ME ******* PRO XL PLATFORM,Deceptive sales tactics, and did not allow me to read any of the terms and conditions on his I-PAD, Collected $23k deposit, placed on my credit card and after the fact, through a dispute with *********** I discovered that salesman withheld the fact that the deposit was non-refundable, although salesman said "I could not keep your deposit if I wanted to"NOV 18 ONLY ONE OF 18 ITEMS ON THE INVOICE WERE DELIVERED It has been many months and I have been requesting pick up and refund of $23k. The base (chiller) is the only piece that was delivered, and the invoice had the wrong address on it so the rest of the order was not received.I went all the way up to the ** of sales, who told me to deal with the collections agency. I had my attorney call the collections person and he told them "she is not going to pay". I want the chiller picked up and my $23k refunded as the only people who can refund me is **** Laser. Very poor customer service, and liars from top to bottom at this company. As you can see here, they have 1 out of 5 stars which means they are "screwing" medical personnel all over the US and likely the world by the looks of it. Any tactics, dishonest, are used to make a sale.

  Business Response

  Date: 04/16/2024

  After further investigation, we would like to provide additional follow up and documentation regarding Complaint ID: ********. The attached documentations.

  In the request for more documentation, the Global Dispute Resolution Team indicated that the chargeback could have been fully refuted if we had provided proof showing the following: That we attempted to communicate with the cardholder in order to rectify the situation (this is in reference to the alleged missing handpieces, training, and marketing) and a reasonable explanation on why certain items were not provided. As stated in our prior communication, the laser ****** was delivered on Friday, November 17t1, in the afternoon. We have provided the proof of delivery in our prior support. As also stated in our prior communication, the customer sent us an email on Saturday, November 1st 2023 stating they wanted to terminate the contract (this email is attached). The email was sent to us less than 24 hours after the ******* ****** was delivered. The training and marketing always occur after the delivery of the device so it would have been impossible for us to provide these given that the customer tried canceling their order immediately after the delivery occurred. Please see the attached documentation from our sales representative to **************** which further explains our training and marketing process. The bullet pointed items are our responses to the customer's questions and we've highlighted them for your convenience. Please also see the attached text message from the customer to our trainer canceling the training on November 20th 2023. The fact that the training was already scheduled is further referenced in the green highlighted section at the bottom of the page listed on #**. The text chain and email response serves as proof that we attempted to schedule the training with the customer but that they canceled it.
  
  Furthermore, the attached screenshots from the customer's website proves that the customer is actively promoting treatments to customers for the ******* XL Pro ****** and that they are fraudulently disputing these transactions. The phrases from their website of"Clearlift", "NIR", "laser hair removal" and ***** all refer to the handpieces sold to the customer as part of this transaction. The phrases "ClearLift" and "NIR" can even be seen on the attached invoice. Also, the ***** is in reference to the DyeVL handpiece on the invoice and the "laser hair removal" refers to the *** handpiece on the invoice which stands for "super hair removal". Furthermore, the phrase "Clearlift" is only branded to **** and even in the website screen shots it references the "**** Clearlift" in one area. Lastly, which is kind of the proverbial smoking gun, the attached screenshot shows **************** actively seeking training for her ******* XL Pro in a chat room on a date (December 4th) that is after the date she canceled her training with us. The information in this paragraph proves that the customer is actively promoting the device to this day and presumably received training from a 3rd party. The customer's dispute of the credit card charge is to avoid having to pay for the device that they are actively using. The customer's dispute is fraudulent and we look forward to a ruling in our favor.

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21560771
  
  I am rejecting this response because:

  I purchased an **** ******* XL Pro from a broker already (Jan 2024) and have been using that platform.  It was purchased At less than half of what **** Laser was going to charge me (**** wanted to charge $115k) 

  I was finally able to open my business after the purchase of the reasonably priced platform, and hired an independent person to train me on how to use it.  I have done my own marketing and as you can tell, I am no longer in need of any services from ****!

  I canceled the order right after I discovered that they were all lying to me about the marketing and delivery of handpieces.  Handpieces were supposed to arrive with the base, but they were not received.

  **** refused to provide the marketing services (via a phone call to their marketing rep ************************************ The phone call occurred on Nov 17, right after **** delivered the base only.  ******* said he was too busy to schedule an appointment  (to make sure that the unit worked) with me for any day of the upcoming week.  On Friday Nov 17, I received only the base (chiller) unit of the platform.  I DID NOT EVER RECEIVE ANY OF THE HANDPIECES.  As per the invoice, I should have received 18 items.  I received the base only.  I want the base picked up.  It is sitting in a room, taking up space and I have been requesting a refund since Nov 18 via email to the sales rep with cancellation notice within 12 hours (***********************).  I was angry about promised service of marketing being refused, right after the base was delivered.  I still do not even know if the unit works, because I only have the base, and I canceled the order right after the phone conversation with ***************************.  The base has not even been touched, and I am not interested in doing business with **** after what they put me through.  It was soooo stressful dealing with emails from the Regional Manager and subsequently the ** of Sales, and even the *** was involved and they still refuse to refund me for the order I canceled.

  I am not going to pay for services AND items not received.  I DO NOT NEED **** FOR ANYTHING AND I WANT MY DEPOSIT OF $23K BACK AND I WANT THE BASE PIECE PICKED UP AT ONCE.  It has been months since I requested the refund.  **** is able to refund me since they set terms and conditions which I was never allowed to review until I got the credit card company involved.  Dealing with Alma lasers has been a nightmare, and I will continue to fight for the refund.  

  If I can provide additional information, I will be happy to do so.  I have witnesses to the Nov 17, 2023, delivery of the base..  

  The owner of the salon I am renting from was witness to the non-delivery of the handpieces.  

  No, I am not going to be forced into paying $23k deposit for a base unit, and I deserve my money back.

   

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

  Business Response

  Date: 04/23/2024

  Regrettably, due to the signed agreement, we are unable to issue a refund. Additionally, it's worth noting that the customer still possesses the device and has not made payments, hence their account being in collections. We have furnished all the necessary documents confirming the delivery of all items ordered. Moreover, the customer website actively promotes the system and its specific treatments. Should the customer believe they are still lacking something, please inform us accordingly. Thank you.

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21560771
  
  I am rejecting this response AGAIN because:

   To resolve this issue,  I would like **** to arrange a pick up the laser base.  AND issue a $23k refund for the credit card amount previously paid.  They are lying.  And I am attaching more proof of this.

  (see picture attached) this is all that we received from ****.  It is the untouched still in original packaging shape.  Unusable.

  also Attached  please find the delivery order which showed one item.  Also attached please find 2 return labels obtained from Mail Place that handled the items which were delivered to the wrong address.

  OUR ADDRESS IS ******************; ITEMS WERE DELIVERED TO 1785 MAIN AND WE DID NOT RECEIVE THEM.  **** HAS POSSESSION  OF THESES 17 ITEMS PER THE RETURN LABELS ATTACHED, SO THE PLATFORM IS INCOMPLETE AND WILL NOT BE PAID FOR.

  Their claims that they can prove delivery of the entire platform. is untrue.  They may have shipped but to THE WRONG ADDRESS.  The items were refused and returned,  see labels as attached.

  We continue to request refund,  of $23k and will refused to pay any balances despite the threat of collections as **** is in the wrong, and there are many others who filed here at the BBB who agree that **** does defraud their unsuspecting customers.  

  **** is able to give refund, per **** terms and conditions, which was received  from ********** after I put the amounts in dispute.   I put the $23K and an additional $45k in dispute.  ***** bank credited me $45k, but not the $23k and that is the amount I am demanding that they refund me.  Their terms and conditions state that only **** can approve a refund.

  **** should pick up the base which is pictured above, and is still in original unused form.  What they sent is unusable.  There were no handpieces or other necessary accessories.  What they sent does not constitute a platform. 

  In order to start accepting clients at my place of business, I bought an entirely separate platform from a broker, which I am using for my business since **** breached the agreement with me in several ways.  Their claim that I am doing business does not constitute proof that I am using  platform which was provided by them. IMPOSSIBLE AND   That is implausible.

  We refuse to pay $115K. Our attorney was contacted by collections and told them we will NOT pay.

  **** has NOT delivered everything and they refused the marketing portion of the services they promised.

  Therefore, once again.  No, I do not accept their claims that they did everything they were supposed to.  That is not an appropriate way to do business, where the salesman lies to get the sale, customer has to sit back and accept what they dish out.  NOT GOING TO HAPPEN.  This complaint stands!  I do not accept things as they are and will continue to deny additional payment and request refund of $23K no matter what they try.

   

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

  Business Response

  Date: 04/24/2024

  We would be more than willing to send the customer whatever they claim is missing in exchange for payment of the remaining balance.

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21560771
  
  I am rejecting this response AGAIN AND AGAIN   because:

  I have already said that I expect a full refund of $23k  and a return of the base.

  so no way do I agree to pay you for anything you say you will do or deliver.  I have had enough of the lies and deceit and unfulfilled promises. and surely you understand that I no longer want to do business with **** under the circumstances I have ABSOLUTEY no confidence in them or their intentions.  WHAT ABOUT TRAINING, MARKETING that was to be included in the price?  I do not want or need anything from them except what I keep requesting which is REFUND AND PICK UP OF THE BASE.

  NO DEAL:    I want my money back and the unused item picked up. NO OTHER OPTIONS WILL BE ACCEPTABLE AND NO WAY AM I PAYING **** FOR ANYTHING.  
  
  
  
  *************************

• Initial Complaint

  Date:06/01/2023

  Type:Billing 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.

  After asking the Sales Rep to give us time to do research about multiple expensive medical devices, the sales rep instead showed up at 7am in the morning, without the Operations director present, and pressured the Doctor into signing a $400k contract for 3 medical devices. He said a "credit card was required" to hold the special pricing. They immediately charged our credit card $36,000 before we even had time to review the contract or agree to the financing terms. Within 24 hours of signing, we sent a formal written cancellation to rescind the contract completely. The Sales Rep and his VP then tried to talk ** into proceeding. When we still said no, they went silent. Ignored our attempts to reach the Legal and Accounting teams. It took ** hiring an Attorney to even get them to respond. They have not refunded the $36,000 deposit and cost ** more money in legal fees. We should have a 3 day rite of recission, which was not honored. No goods or services were ever exchanged. No work was ever done. Just silence. We would like our money back since they are in violation.

  Business Response

  Date: 06/02/2023

  Three sets of purchase contracts were signed to purchase three separate devices.   A deposit of approximately $36,000 was made and financing documents were fully executed with a 3rd party financing company to fund the balance.  Subsequent to purchasing the devices we received notice that the customer wished to cancel the order.    The contract clearly denote that the deposit is non-refundable and the order non-cancelable.   We have offered to allow for cancellation of the purchase and not seek customer performance on the contract in exchange for retention of the non-refundable deposit and a corresponding release.  

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20132978
  
  I am rejecting this response because: we immediately sent written notification to cancel the contracts.  *********** portrayed themselves as ***************** and had us also sign their paperwork.  We should therefore be able to enact our 3 day right of recission to cancel, which would include a full refund of the deposit.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/24/2023

  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.

  The **** Sales Rep completely misrepresented the capability of the machines (for example *** approval) and basically promised after sales support (marketing) which never materialized. Sales team and after sales people are missing in action after they sold these two machines. Basically now $200K pieces of equipment are sitting unused taking up space. I realize not that I should not have believed a word of what the **** sales people said. I trusted in them and in the company but this was misplaced now our entire business is suffering.

  Business Response

  Date: 03/02/2023

  I am sorry to hear about the experience. We understand how important it is for our customers to receive accurate information and reliable after-sales support,and we apologize for any misrepresentations or unfulfilled promises.
  
  We would like to investigate this matter further and work towards finding a resolution. Rest assured, we take these concerns seriously, and we will do our best to address this situation as soon as possible. As a result, we have forwarded this complaint to our Capital team and Customer Experience manager  who will be reaching out to the customer shortly to help resolve this matter.
  

• Initial Complaint

  Date:08/08/2022

  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.

  We were sold $150,00 worth of equipment (laser and hand-pieces). The original sales rep misrepresented the equipment. We now need to replace a hand-piece we were told will outwork your practice - it wont need replaced. Almas stance is Sorry our rep gave you wrong information. Hes not here anymore. We have been offered a $771 discount on a $4700 piece of equipment we presumed (from previous sales rep) would never need to be replaced. We have asked **** to come to our practice, provide a demo with accurate information, replace the hand-piece that was misrepresented to us, and we all move forward with a full understanding of the product. No response. Just sitting out here with $150,000 non-working paperweight.

  Business Response

  Date: 08/16/2022

  We are sorry to hear about the details of your complaint and are currently unable to find a related service call associated with your account.  As a result, we have forwarded this complaint to our Customer Experience Manager (***********************) who will be reaching out to you shortly to try and help resolve the issue.  Please also feel free to reach out to him directly at ************ so that we can find a mutually beneficial resolution.