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:03/27/2025

  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.

  We purchased a hairmax helmet from this company in 2021 and it had nothing but issues send it back and forth often. They finally would nor warranty the $880 helmet with a known issue with this product and we used BBB to resolve the issue with them agreeing to send me a Hairnax 202 Hair Growth laser helmet in November of 2024 to replace the more expensive unit that had known issues. They also offered a warranty. This is just a few months later 3/2025 and the hat has failed. Possibly the external battery or charger. I called Hairmax to receive a resolution on the non-working product once again and they are arguing over warranty of this product. They offered to warranty the product in the last BBB Complaint. The item simply won't fully charge and when we only get 1 of light lit when it should be 4 lights. We charged this battery again to no avail only one light lti. This is a known issue. They sold this also on ****** with horrible reviews on the product. This company sells very expensive laser scalp devices that are all known to have failure way before their time. When you spend this kind of money on $700 to $800 you expect years of use and warranty on the product. Disputing original product since this product is a replacement for that helmet product BBB in regards to complaint #********. The company also goes by **************************

  Business Response

  Date: 03/31/2025

  Dear ****,

  
  Thank you for sharing your concerns. We sincerely apologize for the challenges youve encountered with your HairMax products, and we appreciate your patience in bringing this matter to our attention.

  
  We fully acknowledge the frustration caused by the recurring issues with your original helmet purchased in 2021 and understand the inconvenience this has caused. As noted in our previous communications, HairMax products come with a 1-year warranty from the date of purchase. We have worked with you multiple times under this warranty and outside of the warranty, addressing the issues as they arose. However, per our company policy, refunds are only available within the first six months of purchase, and warranty coverage extends for one year from the purchase date 2021 -2022.

  
  Regarding your replacement product, which was sent in November 2024 (Complementary replacement)  as part of the resolution for your prior complaint (Case #********), we regret that you are now experiencing issues with this unit.

  Please note that while we offer a one-year warranty on HairMax purchases, it is essential to ensure that the product was used and maintained according to the manufacturers instructions for optimal performance. Out-of-warranty replacements are provided as a courtesy and are not covered by a full warranty.

  
  We understand you are facing an issue with the charging functionality. Based on your description of only one light illuminating during charging, this could indeed be related to the external battery or charger, as you have mentioned. We are happy to offer further support for this issue and will gladly assist in diagnosing the root cause of the malfunction. Please note, however, that we have previously attempted to troubleshoot the unit over the phone, but you declined to follow the agent's instructions.

  
  Please find attached our Return & Warranty Policy for your reference. We value our customers and remain committed to resolving issues as efficiently and effectively as possible.

  
  Thank you for your understanding and for bringing this matter to our attention.

  
  Sincerely,
  Lexington International
  HairMax Customer Support Team

  
  

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23123727
  
  I am rejecting this response because:   
  

   Business : Please note, however, that we have previously attempted to troubleshoot
  the unit over the phone, but you declined to follow the agent's
  instructions.

   

  I have been in contact  with **** at Hairmax and he gave me exact instructions to troubleshooot the product which we did together over the phone. I am satisfied that Hairmax (Lexington) is assisting to troubleshoot this problem with me. I am NOT declining to follow the instructions and Hairmax (Lexington) is assisting me to resolve the issue with the hat which could be the battery. We followed all instructions and the battery is still not working. Hairmax is intending to resolve this issue with a replacement of any needed parts.
  Sincerely,
  
  ***** *********

  Business Response

  Date: 04/01/2025

  Dear *****,

  
  Thank you for your continued trust in HairMax. We greatly value our customers and your feedback.

  
  As per our recent conversation, I wanted to confirm that we have arranged for a complimentary replacement of your controller, outside of the warranty period, as a gesture of goodwill. Please note, your original purchase was made in 2021, and despite this being outside our standard warranty coverage, we provided a replacement valued at $900, along with a 90-day warranty on the complimentary replacement unit post 3 years after your warranty expiration.

  
  While we strive to go above and beyond to ensure customer satisfaction, I would like to clarify that this will be the final complimentary replacement outside of warranty. Moving forward, we encourage you to contact our customer service team for any support related to your HairMax device. We are always here to assist, and our goal is to support all of our customers to the best of our ability, while maintaining the integrity of our warranty policy.

  
  We truly appreciate your understanding and hope that this resolution addresses your concerns. Should you need further assistance, please dont hesitate to reach out directly.

  
  

  Customer Answer

  Date: 04/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  However this hat that Hairmax sent is only 4 months old. just like all the other products the charges are high on the product price *** they do not like to support their product and make it right. I will accept the battery as a resolution to this case and breakdown of the product.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:10/17/2024

  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.

  Lexingon International of Hairmax. HairMax Flip 80 Laser Cap Hair Growth Device. This device has known to have serious battery issues. The device has since been discontinued because of battery failure of the product. It is written all over the internet of major issues product failing. They replaced the failing product twice it continues to fail within months Now they refuse to cover the failing product. It is one thing to have a product a few years old but its another when the product continually fails the company knows it fails and even admits the new models fail in a phone call i made to the company They now refuse to replace or offer another product in trade. I would trade for the laserband 82 but they want to charge $560 for the product I want a trade or a refund for this product

  Business Response

  Date: 10/18/2024

  Dear Customer, 

  We completely understand your concern with the out of warranty unit purchased on 2022 from QVC. HairMax Warranty Repair # NT123768. 

  We are open to work with you on this issue, please review the following instruction we are willing to replace the unit outside of the warranty and offer an additional 90-day warranty on the replacement. 
  
  Don't forget, we will want everything back to inspect, so please include the device, the charger, and any other device accessories that came with it. Once your device and accessories are boxed up, simply print out the *** return label and affix to the outside of the box and drop at your nearest *** location/drop box. 

  
  The turnaround time typically takes 2-3 business days from the date received and we will ship your device back out once repaired or replaced.  
  To contact us with any questions regarding the status of your repair, please have your case number available and contact our sales office Monday- Friday from 9 AM - 5 PM EST at ************ pressing Option 2. 

   

  Respectfully,
  **** ****
  
  Customer Service Director
  Certified AOPP-PEMF
  Hairmax International LLC
  ****************************************
  Direct: **************
  Office: ************** Ext: 113
  ****************************

   

  Customer Answer

  Date: 10/22/2024

  Regarding this case. While my unit is out of warranty and a few years old. The issue here is that I have not had use of this item for this time period. If i had this unit the entire time, and then it stopped working that would be another issue but that is not the case. This unit has continually stopped working and had to be replace and then stopped working again. If you read the online reviews this unit has issues from the start and is defective when it is sent out because it has ongoing battery issues.

  I am requesting a different unit  that does not break down.  If you send another of the same i can will accept it but I am not going to pay another $900 or $500 (laserband 82) (offered by the company ) when the unit i have should still be working.
  

  Customer Answer

  Date: 10/22/2024

  I have the original box, case and things that came with the helmet. I am returing this item using your *** prepaid label today, 10/22/2024. Thank you for your consideration.

  Customer Answer

  Date: 10/22/2024

  using the return label provided we are returning the Hairmax helmet today. Thank you for your consideration regarding the return and replacement of the failed unit.

  Business Response

  Date: 10/22/2024

  Dear Customer,

  
  Thank you for your communication. We look forward to receiving your unit soon.

  
  We understand your request for a replacement or upgrade device and are committed to assisting you with this process.

  
  If you have any further questions or need assistance, please don't hesitate to reach out.

  Customer Answer

  Date: 10/29/2024

  The Hairmax Helmet unit was delivered to Lexington Hairmax on 10/24/2024. We have not heard of any solution from this business.

  They are now holding our $800 product in their possession with no resolution to this problem of constant failures of the product. We are hoping they

  respond with a resolution to fix or replace the item without future failure or replace with a product that does not fail.

  Again, If we had the product for several years and it failed and was not this high cost of item, fine but this product has over and over again failed to be a

  trustworthy product for the high price that we paid. Please respond with a resolution.
  

  Customer Answer

  Date: 10/29/2024

  product delivered to merchant 10/25/2024 still not response

  Business Response

  Date: 10/30/2024

  Dear ***** and BBB Team,

  
  I wanted to update you that we have successfully addressed the customers concerns by upgrading their device to the 272 RegrowMD model. As discussed, we will dispatch the new unit as soon as the defective unit is received. The upgraded devices are scheduled for delivery on Friday, November 1, 2024.

  
  Thank you for your continued support in this matter.

  
  

  Customer Answer

  Date: 10/31/2024

  We have received tracking and a call from Hairmax that they are honoring our complaint and have sent a RegrowMD 272 unit plus adding warranty to this item to resolve our issue we had with the failed Hairmax Helmet product.

  We will respond and accept the offer tomorrow when the new unit arrives. Thank you so much for all you have done for me.
  

  Business Response

  Date: 10/31/2024

  Dear ****,

  Please let me know if you have any further questions or need assistance when the new unit arrives. Your satisfaction is our priority, and I appreciate your patience throughout this process.

  Thank you for your kind words!

   

   

  Customer Answer

  Date: 11/01/2024

  Just to let everyone know I received a replacement item ( not the original that I had because of know issues and defects)
  I received a replacement item that is acceptable and will work and hopefully be just as good if not better than the unit that I had.

  I am satisfied with Hairmax response to this clam. They have also offered a warranty on the new unit.

  Thank you so much for all you did to assist me with what seemed to be an impossible situation

  God Bless to all and especially ****. Thank you for helping me.
  

  Customer Answer

  Date: 11/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:04/10/2024

  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.

  I ordered and paid for two replacement extension cords that connects the laser cap to the battery pack for my RegrowMD Laser 272 hair growth device. They have sent out to me, six different cords multiple times, which none of them are the correct cord to fit my RegrowMD Laser 272 device and do not work. They can't seem to figure out the correct one for my device. I own two of the same machines that I originally purchased from this company, so they have me and my information about my previous orders and product in their computer system. They said there is nothing more they can do for me unless I send them my device and cords. They refuse to give me my original refund for two cords and shipping. I don't trust to send them my device because it originally cost me $1,299.00, and they can't even mail out an accessory to my product correctly, so how can I trust they won't lose my device. Also, they don't advertise my device anymore for regular sales, they only sell them as a refurbished device. That tells me, that they are sending me cords from their other newer products and not the older version that they're trying to phase out. All I'm asking for is the $24.93 for the two extension cords that I paid for on February 21, 2024. Btw, I am a 10 year cancer survivor that bought these devices for my hair loss. They actually do work to regrow the hair. The product is good, but customer service should be fixed. The company only has two customer service representatives (***** and ****) that definitely don't know what they're doing. Thanks for your help.

  Business Response

  Date: 04/11/2024

  Dear BBB, 

  
  It seems like there has been some miscommunication and difficulty in resolving the issue with the extension cords for the RegrowMD Laser 272 device.
  
  Based on the provided information, it appears that Hairmax has made efforts to address the problem by sending multiple replacement cords after reviewing the customer's item serial number and model number. Additionally, they have offered a complimentary evaluation for the out-of-warranty unit and a refund as a gesture of goodwill, although refunds for accessories are not typically offered.
  
  However, it seems that despite Hairmax's attempts to resolve the issue, the customer has been reluctant to cooperate by refusing to send the unit for evaluation and expressing concerns about the security of their device during transit.
  
  Given these circumstances, it may be necessary for the customer to reconsider their stance and cooperate with Hairmax's instructions for returning the accessories and/or sending the unit for evaluation. This would allow Hairmax to fully assess the situation and provide an appropriate resolution.
  
  List of resolutions provided to the customer: 
  Full Refund ( on non returnable items ) 
  Free evaluation ( Out of warranty Unit ) 
  Expedited process ( 3-5 days turnaround ) 
  All options were refused by the customer at the time of the proposal. 
  Hairmax ************* Team
  Internal reference: Refund Case # RA#***** - Out of warranty case #NT94759

  
  

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21552504
  
  I am rejecting this response because: I was never offered a refund of $19.98 plus $4.95 for shipping for the original 2 replacement extension cords that I paid for. When I phoned them to ask for a refund, I asked them to send me a call tag for all of the incorrect (6) cords that they sent me, that did not work for my device. The representative **** said in order to get a refund, I would need to send all 6 of them back. The price for me to mail them back would be more than my original price of when I originally ordered them $24.93. Also, I don't recall **** using the words (free) for a free evaluation on my device. I believe he did however remind me that it was out of warranty, which I was already aware of. He also never mentioned a (3-5 days turnaround) expedited process. This is crazy because I like the product and tell everyone about it because it actually works. I've also had friends that told me they'd be buying it because they've seen my results. All I wanted and want now still is the cable that connects my cap to the battery pack so I can use my device. I'm not sure why they can't just send me one of the cords that gets sold with their older refurbished RegrowMD 272 device, because that is my device that I purchased from them *************** They can test a cord out one one of the refurbished devices that they have and if it works then problem solved. Please help.
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/12/2024

  Hello BBB / ****, 

  Thank you for reviewing the trail of communication for the return process. We have indeed made efforts to address the customer's concerns and facilitate the return of their Hairmax item. As outlined in the email sent on 4/10/2024 at 10:48 AM ET, we have waived the restocking fee and requested the customer to send back the cords for a full refund. $19.98 + $4.95 = $24.93

   

  Return Instructions: "returned a refund of the purchase price, less a 0% (One-time exception Full refund for the Accessories )"

  4/10/2024 at 10:48 AM ET

  Dear Customer,
  We have reviewed both your positive and negative reviews. Please be aware that we are here to assist you should you decide to send the unit in for an out-of-warranty repair.
  When returning your Hairmax item please include Attn: RETURNS DEPARTMENT and the RMA#***** on the front of the package.
  All device components must be shipped back to receive a refund.

  
  Ship Returns to:
  Lexington International
  1040 **********.
  **********, ** 33487

  
  When shipping your Hairmax you may use any courier to ship your device such as ********* or ****** We highly recommend requesting tracking information from the courier when shipping.Please note shipping costs are not refundable.

  
  Once the Hairmax device is returned a refund of the purchase price, less a 0% (One-time exception Full refund for the Accessories ) handling fee will be issued within 7-10 business days. All returns must be within the 6-month money-back guarantee period which begins the day the Hairmax was delivered.
  
  Please note that our one-year warranty period is calculated from the date of your initial purchase. Your replacement device is fully covered under the standard warranty and is not extended. If you wish to explore extended warranty options, we are happy to assist you.
  
  We recommend keeping a copy of your purchase receipt for future reference,making it easier for you to access warranty services when needed.
   
  Your satisfaction is our priority, and we appreciate your valued patronage.Should you have any questions or concerns, please don't hesitate to reach out.We're here to assist you every step of the way.
  To contact us with any questions regarding the status of your return, please have your RMA # number available,and contact our sales office Monday- Friday from 9 AM - 5 PM EST at ************ pressing Option 2.
  

  Please review the trail of communication for the Out of warranty device. Out of Warranty Repair # NT94759.

  DATE & TIME4/8/2024 9:42 am

  Dear Customer, 

  It was a pleasure speaking with you; though I wish it was under better circumstances. 
  Per our conversation, please send your device to the below address for your Hairmax Out of Warranty Repair # NT94759  .  
  
  Don't forget, we will want everything back to inspect, so please include the device, the charger, and any other device accessories that came with it.  
   
  Please ship your device and accessories to:
  
  Lexington International 
  ************************** 
  **********, ** 33487 
  
  When shipping your Hairmax you may use any courier to ship your device such as ********* or ****** We highly recommend requesting tracking information from the courier when shipping. Please note shipping costs are not refundable. 
  Once your device is received and evaluated, you will be contacted for out of warranty fees. Once the fees are paid, repairs will be made and your device will be shipped to you. Should your device not be repairable you will be contacted with upgrade options and fees. This processes generally takes about 5-7 business days after receiving your device. 
  
  Please note that our one-year warranty period is calculated from the date of your initial purchase. Your replacement device is fully covered under the standard warranty and is not extended. If you wish to explore extended warranty options, we are happy to assist you.
  
  We recommend keeping a copy of your purchase receipt for future reference, making it easier for you to access warranty services when needed.
   
  Your satisfaction is our priority, and we appreciate your valued patronage. Should you have any questions or concerns, please don't hesitate to reach out. We're here to assist you every step of the way.
  To contact us with any questions regarding the status of your repair, please have your case number available and contact our sales office Monday- Friday from 9 AM - 5 PM EST at ************ pressing Option 2. 
  
  We do not provide Return shipping labels for Out of warranty devices or for Returns Accessories.

  We believe that the best resolution for the HairMax out-of-warranty repair is for the customer to send the device along with the return cords. This will allow us to evaluate the unit properly with the replacement cords and proceed with the out-of-warranty repair after collection. This approach ensures that we can thoroughly assess the device and provide the necessary repairs, leading to a satisfactory resolution for the customer. 

   

• Initial Complaint

  Date:12/04/2023

  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.

  I purchased a hairmax comb laser in March of 2021 and on Dec 2nd it stopped working this product was manufactured in March of 2021 and I got it from qvc in the same year and month it's suppose to last at least 10 yrs and this only lasted 2and a half years this isn't right all I want is for the company to replace or repair this item I contacted the company and they want me to return the item and pay ***** which isn't right

  Business Response

  Date: 12/05/2023

  To Whom It May ********************* be advised that the Respondent, Lexington International, LLC d/b/a Hairmax, is taking the following corrective measures to resolve the Customer's Complaint:

  Per the Customer's request, ********************** is providing the Customer with a replacement device free of charge, and waiving any shipping charges.

  It is Hairmax's hope that taking the aforementioned corrective measures will resolve the Complaint to Customer's satisfaction.

  Should you require any additional information in connection with this matter, please contact the undersigned.

  Thank you in advance for your cooperation and attention to this matter.

  Sincerely,

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

  General Counsel

  Lexington International, LLC d/b/a Hairmax

  Direct Dial: ************

  E-mail: ********************************************