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:02/15/2025

  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.

  I bought prepaid packages for softwave and laser hair removal at their ********** VA location. The manager Nax refuses to honor them. I had all 3 softwave and 2 laser hair removals left. After calling several times and Naz turning my request down, I finally got a response from corporate saying they would refund me 2k in a month. Thar was in December last year. ***, from corporate promised a refund check to my address. Never received it and after several calls has been unresponsive. I would like my refund sent back to me ASAP.

  Business Response

  Date: 02/17/2025

  A refund check was for $2000 mailed on 2/14/2025.

• Initial Complaint

  Date:12/13/2024

  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.

  I bought one package for $2900 as lightrx director suggested then I was told by them they will honor my Groupon coupon which she redeemed that was for 4 lipo laser treatment Then I was asked to buy another package for flanks that total came out to be $5000 I want to only use flanks package with my Groupon I dont know why I was told to buy second package I want second package to be refunded

  Business Response

  Date: 01/03/2025

  *****, our regional director, spoke with *****, and she will be continuing treatments.

• Initial Complaint

  Date:12/12/2024

  Type:Order 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.

  Ive been a client for several years and have a Lifetime Promise. I recently relocated and resumed treatment at a different location earlier this year. Two visits ago, I learned everyone at the location was apparently fired and they would no longer treat me with the Aerolase because it isnt authorized for laser hair removal. Ive been safely treated with this laser with results and now Im told they will only treat me with the Venus ****** which is Intense Pulsed Light hair removal, not the Nd:YAG laser Ive been treated with for years with this business. *** is not providing the results I paid for and is not the laser hair removal method I originally signed up for. Theyve pulled a bait and switch on me. I have spoken to several individuals about this and no one appears to be interested in resolving this privately.

  Business Response

  Date: 12/31/2024

  **** had purchased his package over 5 years ago and is on the lifetime promise for his package. The lifetime promise does not include Aerolase treatments as Aerolase is not used for Laser Hair Removal.

  Customer Answer

  Date: 01/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:

  Notice how their response offers no solution as they arent interested in providing one. They acknowledge Ive been a client for more than five years and were treating me with the Aerolase as part of my lifetime promise and then they decided to stop. Aerolase is used for laser hair removal but they are refusing to continue using it on me for some reason. They have now started treating me with the Venus ****** which is not the Nd:YAG laser hair removal that is necessary for my specific treatment per my initial contract, and now Im no longer receiving results Im paying for. I originally purchased a laser hair removal package, not IPL hair removal. These are two different treatment methods and its very clear IPL isnt working for me.  
  

  How do I continue my laser hair removal treatments using the lifetime promise? I do not care what machine is used as long as its a Nd:YAG laser. If they are not going to honor the lifetime promise agreement, they can buy me out and Ill go to a business with more integrity.
  

  Business Response

  Date: 01/03/2025

  **** can continue the lifetime promise on the Versa. Using Aerolase for Laser Hair Removal is not part of our protocol. ****** purchase is prepetition to the LightRx Bankruptcy, and is not qualified for a refund.

  Customer Answer

  Date: 01/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  

  My lifetime promise is for laser hair removal. The Versa machine they have switched me to does not contain a laser and my hair is not shedding on this machine. For my hair & skin type, I need to be treated with a laser, specifically a 1064 nm Nd:YAG laser, which theyve been using on me for years, which is why they were treating me with the Aerolase as it contains this laser. The Versa does not use a laser but rather intense pulsed light so they are not honoring my lifetime promise. I am no longer seeing results Ive been continuing to pay for. The solution is to continue treating me with a device in the facility that contains a Nd:YAG laser and they are refusing to do so. 

• Initial Complaint

  Date:12/12/2024

  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.

  I have a credit with lightRX for laser hair removal. I have moved and didn't continue the treatment I have signed up. I called few months back to discuss the issue and the lady I was talking to told me she will let her manager know to process the refund! I'm still waiting for the manager! I was satisfied with result i got and the staff. I'm just only live too far from the place. Please issue my refund. I appreciate it.

  Business Response

  Date: 12/13/2024

  ***** purchased a package of underarms Laser Hair Removal and has received 4 of the 10 treatments. Once a laser hair removal package has been started it is non-refundable, and that is stated in our consent form (that Mahsa signed): "I understand if I have used any of the treatments, the remainder of the treatment course is non-refundable". 

  Customer Answer

  Date: 12/13/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [Dear ******* ********* & ******** ********,
  Thank you for forwarding the businesss response to my complaint. Id like to address their message and provide additional context regarding my situation.
  While I understand that LightRx has a policy stating that laser hair removal packages are non-refundable once started, my circumstances have changed significantly since I purchased the package. I have recently moved, and the nearest LightRx location is now over an hour away from my residence. This makes it impractical for me to continue attending appointments for a treatment that lasts only a few minutes.
  At the time of purchase, I made this commitment based on the assumption that I could access the location easily and consistently. However, this unforeseen life change has made it impossible to fulfill my end of the arrangement.
  I kindly request that LightRx take this into consideration and make an exception to their policy in light of my unique situation. I propose a partial refund for the unused treatments as a reasonable resolution. I believe this would demonstrate the companys commitment to customer satisfaction and understanding.
  I appreciate your time and consideration and am happy to provide any additional information you might need to review my request.]
  
  Regards,
  
  ***** *********

• Initial Complaint

  Date:11/27/2024

  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.

  They lied about a bogo deal and lied about the treatment being for skin tightening. They new 1 treatment couldnt work and got me with false advertising

  Business Response

  Date: 12/04/2024

  This is the same person from case #********. **** is not eligible for a refund as all services have been provided.

• Initial Complaint

  Date:11/27/2024

  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.

  I bought a deal that also said buy one get one free and after I signed it and waited, nothing showed I asked for it and they said it was only for packages bought but thats not what the add said. Then she said I need 2-3 more treatments but in person said if only need 1. She lied and knew I couldnt get results with 1 treatment. She lied knowing it before I paid and others have wrote reviews as well about the fraud going on.

  Business Response

  Date: 12/04/2024

  **** received all purchased treatments. She is not eligible for a refund.

• Initial Complaint

  Date:11/24/2024

  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.

  Consumer stated she never authorized this account, and she paid cash in the beginning of this loan. Please review "I never authorized this transaction. They pulled credit to check my rate and I paid cash instead. I randomly signed into this email and noticed payment deductions have been coming out. This is not ok. I have never received anything In the mail either I called to speak to the manager that helped me at this location and apparently she has been fired. " I have out in 3 different disputes and have gotten nowhere. This is unacceptable and now affecting my credit.

  Business Response

  Date: 12/17/2024

  A $500 refund for unused services has been processed.

  Customer Answer

  Date: 12/17/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  Once again, a loan was taken out for $1350 ( not authorized on 12/13/2023) after pulling my credit score and seeing the interest rate, I determined cash was the best option for me. Immediately, after determining this, I went to the *** and brought ******* cash. I believe a few weeks later I paid the remaining balance in cash. I had no idea my checking account was being debited for a monthly payment since I rarely use that account. When I discovered this, I stopped all treatments due to the corrupt nature of this. No one at the facility could help me and again the previous director who signed me no longer works there. I have never had a bad experience with the facility until I realized I loan unauthorized was taken out in my name.
  

  I Appreciate the offer to refund the treatments unused. However, I do not believe I should be held accountable for this loan since I paid cash.
  

  This has caused me so much stress. Im trying to buy a home and now have a delinquent loan on my credit report. 
  

  Im order to move on and resolve this, Im looking to have the loan closed paid in full in good standing. 
  

  I still have yet to ever receive anything to my address on ******************* In

  Im willing to take a hit on the principal that I have paid on this loan #VC37A27LOA01

  principal paid: 471.72

  Fraudulent loan amount: $1350

  minus principal paid $471.72
  Interest paid:$144.42

  fees paid: $85.00

  =$878.28

  In order to settle this a total of $878.28 is required. 
  I appreciate your help in solving this matter so we can all move on.  
  

  Regards,

  
  **** ****

• Initial Complaint

  Date:11/11/2024

  Type:Customer Service 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.

  On 4/19/24, I purchased a Treat-to-Conplete pack for 3 areas for $6,073.83. I started the package, however, due to scheduling conflicts and timing, I am no longer able to do the services on a consistent basis. For the most optimal results, the services should be done consistently. I contacts LightRx in 10/21/24 to request a refund for the services that I have not been able to complete. I was advised on 11/11/24 that they would not be able to do the refund because to do the individual services costing more than what I paid, so they would not be able to refund me. They did offer to switch to other packages, however I still have the timing issue and most of the other packages are not services I would be interested in.

  Business Response

  Date: 12/11/2024

  A $2500 refund will be processed to ************* Credit account for unused services.

  Customer Answer

  Date: 12/16/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  Date:11/05/2024

  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.

  Last year I went to LightRx to get some laser treatment for my face. They ended up telling me they had a special if I paid x** amount then I'd get discounted ***** and laser treatment. So I paid upfront around 500 for the services. Didn't know it was a "membership". I used two services but never went back for additional services because their treatments were not up to par with other companies. On Friday Sept. 27th, 2024 my cc got charged $350.00. I call the ********** location Monday Sept. 30th to as ask what this charge was for as I had not been there for any services in the last 8 months and the lady explained it was a membership charge. I said I do not want to be a member and she told me she will cancel my membership and I should see a credit within 2 weeks. I called after 2 weeks and again was told to wait another two weeks. I called 11/4 as no credit was given and was told by ****** that I needed to contest it with my cc. I asked to speak to a manager and transferred me to ******** who told me she would email HQ to see what the delay was to getting my credit. She assured me she would email them and copy me, but as of 11/5 no word on my credit. I just want them to reverse my charges before my cc payment date which is due mid November.

  Business Response

  Date: 11/06/2024

  A refund has been processed for $350 back to Panna's card.

• Initial Complaint

  Date:10/05/2024

  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.

  Treatments didnt work. I actually think they made my lose skin worse. Total waste of money. Appointments were made without my input. No consistency between technicians and procedures. When I discussed it with the owner she didnt care. Constantly approached about additional procedures.

  Business Response

  Date: 10/30/2024

  Our Regional Director has reached out to ****** to discuss results, and has not heard back from the client. ****** completed all purchased services and is not eligible for a refund.