ComplaintsforPlatinum Led Lights LLC

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am seeking further assistance with a dispute regarding my warranty claim for a light panel from PlatinumLED Therapy Lights: BIOMAX Series. I purchased the panel on March 28th, 2024, for $756.67. The warranty states: Within three years of your order delivery date if your light is not working properly, we will fix or replace it (Evidence 1). Incident Details: On June 28th, while I was hoisting the panel up the door to adjust it to my height, the pulley system unexpectedly disengaged. This caused the rope and panel to descend rapidly, despite my efforts to support the panel with my arm, as instructed by the user manual. The slippage led the panel to twist and light bump against the door, resulting in a cracked touchscreen. As a 125-lb individual, I could not control the descent due to the pulley system's failure. This issue was not caused by dropping the panel, customer fault, or misuse. The cracked touchscreen has rendered the entire panel inoperable. I was shocked at how hardly any impact completely destroyed the touchscreen function.Initial Contact and Response (Evidence 2): After the issue occurred, I contacted customer service and explained that the touchscreen cracked after twisting and slightly bumping the door due to a slippage in the pulley system. The customer service representative acknowledged the issue and initiated a warranty claim.Physical Evidence (Evidence 3 & 4): I provided photographs of the cracked screen and my bruised wrist, demonstrating my attempt to support the panel as it descended. These images corroborate that the damage occurred despite my adherence to the handling instructions provided in the manual (Evidence 4).Company's Contradictory Response (Evidence 5): Subsequently, another representative dismissed the claim, alleging "customer misuse," despite the lack of evidence supporting this assertion. The company's sudden shift from accepting the claim to denying it without proper justification is unacceptable.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am writing to lodge a formal complaint against Platinum due to unsatisfactory business practices related to an order I placed in December for a Biomax 600, priced at $1,050. It was not disclosed at the time of purchase that the item was on backorder, nor was I informed that delivery would be delayed until January.Despite the delayed notification, the product failed to arrive within the promised timeframe. After opening a case with Platinum and purchasing a similar product from another company due to the delay, I was informed by Platinum another month later that a second unit had been dispatched without my consent. This unit eventually arrived in mid-March, approximately four months after the initial purchase date.Upon receiving the unsolicited item, I immediately contacted Platinum to arrange a return, given that I had already sourced the product elsewhere due to their initial failure to deliver. To my dismay, I was informed that I would be subject to a 20% restocking fee and that I would need to cover the costs of the return shipping. This is despite the fact that the item remains unopened and in its original condition.I have attempted to resolve this matter directly with Platinum through multiple emails, but my efforts have been ignored. This lack of response and the imposition of unjust penalties when the fault lies entirely with Platinum's delayed delivery and lack of communication is unacceptable and, I believe, deceptive.Given these circumstances, I request that the Better Business Bureau intervene on my behalf to resolve this dispute. I seek a full refund without the imposition of any restocking fees, along with a reimbursement for any potential return shipping costs, as this situation has resulted from Platinums mismanagement and not from any fault of my own.Furthermore, I am considering filing a claim with the state attorney's office to investigate the misleading practices that Platinum engages in, as their actions have not only caused significant inconvenience but also unnecessary financial burden.Thank you for your attention to this matter. I look forward to your prompt response and a resolution to this issue.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order and the company kept ensuring me that the order was being delivered. After waiting over a month they then tried to charge me for equipment I never received. When I asked them to remove my payment until I received the equipment, they cancelled my order. Not only did they keep making false promises about the status of my order they also held up over hundreds of dollars of mine until they ultimately cancelled my order, without my authorization.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased the BioMax 300 from information with Influence ********************* (reference *******************************************)This device was delivered to my address and was dirty, unsealed, and some of the lights are loose/wiggly. I contacted the manufacturer via email, and they said this is "normal." I contacted ****, and he said this is *not* normal. I attached proof. I additionally reached out to Platinum LED Lights on Instagram. I merely asked a question about my defective product. To my surprise, the vendor DELETED my comment. I thought this might have just been a fluke, so I reposed my comment. Platinum LED Lights not only deleted my comment again, but they BLOCKED me on instagram (attached photo proof).I want a full refund. They have a "100% satisfaction guarantee" but this is a lie.I want a FULL refund for the following reasons:Package arrived dirty and unsealed Unit has loose/wiggly lights Influencer ********************* said this is not normal Platinum LED Lights deleted my comments and blocked me (which is highly shady business practices... companies should welcome and address troubling customer feed back, not censor it).Attached includes:- Proof of 100% satisfaction guarantee -- (I am returning this item because it is defective)-Proof of **** indicating that wiggly/loose lights, along with a dirty/unsealed package are not normal for the unit - Proof of my Instagram comment -Proof that the company blocked me I want a full refund, no deduction, and I want the return shipping to be comped or reimbursed. This is not my fault - the company sent me a defective item and is censoring my complaints.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Items were not delivered but the business is attempting to charge a restocking fee and shipping costs when items were not even shipped

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am requesting a full refund for *****. I never received the items. The return policy, which was not made clear at time of purchase, is predatory and they will charge you 20% for any shipping issue.

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  **************** on lights. Bought two based on their recommendation. One was damaged it doesn't light up they fought with me until i pushed hard enough the send a replacement. Asked about a stand because lamp is huge the recommended i purchased did not fit my light. The woman on the phone was belligerent and rude and said it was my fault, and I wouldnt be allowed to order the stand without put it in my life. None of that was true. All I did was order and pay. Of course it is nonrefundable and does not work with the lampthe company fights with you on everything that was the worst customer service Ive ever seen.. they do not deserve to be in the Better Business Bureau at all that is bureau should remove the rating.

• Initial Complaint

  11/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased 4 Biomax 900, 1 horizontal motorized stand and 1 remote for a total of around 5,100.Product was shipped without the horizontal motorized stand and was never told the stand wasnt shipped. When the shipment arrived I wasnt home but ***** left the packages at my residence. When I got home I noticed that I wasnt only missing the horizontal stand but two of the four panels werent delivered. Product was shipped without the horizontal motorized stand and was never told the stand wasnt shipped. When the shipment arrived I wasnt home but ***** left the packages at my residence. I called into platinum-LED, but it was Saturday and they werent open. I emailed customer service and got an instant response that said when they pulled up the information and the stand that was on back order till mid December. This was never communicated to me and wouldn't have made the purchase knowing that the stand was on backorder. I opened the two LED panel boxes that I received and I noticed one of the boxes looked like it was open before compared to the other box that I received. The box that looked like it was opened was not packaged the same way as the other LED panel box, and was missing a sticker label warning sign that the other panel had for eye exposure. The panel looked like it was used and had scratches on it but worked like the other panel when I plugged it in. It just looked like it was used and not new. The person I was emailing, supposedly his name is **** and is one of the owners of this company. He Informed me that it was impossible that the panel I received was used because all of their new panels come out of a warehouse and it just wasnt possible and is refusing to do anything further.

*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. ↩