ComplaintsforCandela Corp

• Initial Complaint

  12/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was invited by a local Candela rep ******* to ******* to sit in during their presentation for their technology. I have worked with their lasers in the past and was already considering with purchasing the GentleMax Pro Plus. This platform is over 100k. The original rep left the company and I was connected with a rep in ********** (****). This rep connected me with their district manager and on a 3 way call I was convinced by ******** to purchase the device with the promise that I would receive a demo laser (GentleMax Pro) to use in my practice in a month while my machine is being built. This conversation with ******** took place in February. I didn't receive a demo laser. I reached out numerous times and finally was shipped an Elos device. A dinosaur of a technology and nowhere near what I promised. False delivery dates after mailed $55,000 down in the form a cashiers check. This is incredibly unprofessional that I am sending this sum of money to a reps home after he made me run through ******** looking for a bank branch that doesn't exist here. After many attempts to find out where my laser is in transit and broken promises of a delivery date I heard back from **** and he said my laser is in ********** and I need to send another 5k because it's ready for shipment. The money was sent and a week later I was told that there was yet another error. I then reached back out to ******** and made it clear that I would like a full refund. The original promise date was *** maybe June. I received the promised demo laser in September. My laser finally arrived a month later.... Then another surprise came up. The company called ************** was supposed to finance the remaining 45k and they severed ties with Candela. I was informed that I had 2.5 months to pay 45k. As sole buisiness owner and a single mother with 3 kids, this hit me hard. I sent them the first 20k. I have a remaining balance of 25k. This entire process has been difficult, unprofessional and incredibly wreckless.

• Initial Complaint

  06/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hi. My name is ***********************, my partners name is *******************************. Our business name is **************************, located in **** suite 11, ************************. We are a new business that performs laser hair removal. We purchased a new laser hair removal machine from Candela medical company. The machine was installed on late February 2021. Two months after the installation the machine started to fail. We contacted the company and they send a technician to fix it, unfortunately, after that issue was fixed another comes up and never gets fixed for good. After so many attempts to fix a machine that was supposed to be new, it is clear to us the they sold us a defective machine. We paid $80,000 plus shipping. We asked the company for a replacement but they told us that the machine was out of stock. However, time goes by and we are still dealing with this defective machine. When we made the purchase they told us that we had a year warranty and they would give us service no charge, the warranty already expired and they extended for 3 months but those 3 months have already passed and the machine is still failing. In order for them to send a technician again they are asking us to pay about $4,000. I find this very unfair since the machine hasnt been performing from the beginning. We paid for a new machine and we got a defective one. All we want is that Candela company takes responsibility and ***** us a replacement.

• Initial Complaint

  10/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had purchased a gmax pro laser from Candela in January of 2016 for $100,000. This past April my laser started showing errors when I tried to calibrate it and would not let me use it. I called the service department to send some one to fix it. On May 5th, 2021, a repair man came to fix it and in the process it was $2,597 taxes not included. A week later the laser still would not work. Again someone came on May 24th, 2021 charging me $9,595 taxes not included to fix it yet again. Still would not work when I tried to use it. On June 8th, 2021 someone came again charging me $4,549.32 taxes not included. I was reimbursed for $6,700 after, due to the parts that were actually not needed. On October 6th, ************************************************************** again this was not truly fixed. I contacted the company and manager I had dealt with in the past and have heard nothing. The amount of money I have lost due to cancelling clients is significant in the last 6 months.

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