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:12/14/2024

  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.

  Here are the details of the issue:1. Transaction Details:? Date of Transaction/Place: 11/14/2024 at ********************** for Physician Assistants (****)? Vendor: Volario (Beauty Product) Elevare Skin ? Charge Amount: $1,568.00 2. Issue with the Transaction:? The vendor charged my credit card before presenting me with a contract for signature, violating standard sales procedures and my trust as a consumer.? Immediately after realizing this, I requested a refund, but the vendor declined to process it.3. Steps Taken to Resolve:? I promptly notified convention (SDPA) staff about my dissatisfaction and requested assistance. ******** ******, Vice President of Education and Meetings, intervened to help resolve the matter. She can confirm that sales were not permitted on the exhibit floor, making this transaction non-compliant with event policies. Ms. ****** can be reached at ************** for additional information and as a witness to these events.-I was promised a refund by the vendor (**** ********) and was told to send a form to the customer service email. Upon returning home from the conference, I got an email back saying I wont be receiving a refund as all sales are final. This company takes advantage of members at medical conferences and need to be held accountable.

  Business Response

  Date: 12/17/2024

  Dear Sierra,

  Thank you for bringing this matter to our attention. Please know we take this matter seriously and are willing to help in any way we can but first would like to clarify a few points.

  Know that your purchase was not made with Elevare Skin directly but with an authorized third-party retailer. Third party retailers adhere to their own staff, pricing, policies, procedures, etc as independent sellers who we are not directly affiliated with. Therefore, we do not have any information regarding your sale, nor can we issue a refund for money we never received in the first place.

  While we understand your concern, your complaint is directed towards the point of sale. With that being said, we are happy to look further into this for you. Please send a copy of your receipt to our customer service email ************************************************* and we will be happy to assist you further.

  Thank you for your understanding and we hope this message finds you well.

• Initial Complaint

  Date:05/24/2023

  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.

   
  Complaint: 19887233
  
  I am rejecting this response because:

  1) We were told by seller never to contact Elevare only to contact him directly. 

  2) we were never given written instructions or a copy of the receipt in writing. After we signed the paper he walked away and told us he would text us a copy of the receipt and instructions on use which we got after the purchase at that point it had already been changed to no refunds by the seller.

  3) Device did not work as described or properly from day one. Seller was informed.

  4) Seller response was good luck lol

  5) *** fraud:  We were misled by salesman that Elevare Red is a medically cleared *** device and it is NOT.  The only devices cleared by the *** are the elevare plus and the elevare sapphire. We were clearly scammed and the device did not work properly from the start. The verbal instructions that I was given for use caused a burn to my neck. We were told it had a lifetime warranty And now Im being told no refunds or exchanges. I am also filing a complaint with the ***. 
  Sincerely,
  ************************* RN, BSN, IP

  Business Response

  Date: 04/03/2023

  First of all we are an authorized dealer and not the manufacturer of this product and therefore the warranty is not ours but the manufacturer, Elevare. You have to call Elevare and talk to their customer *******.This is a medical device and is written on their box and in their website, we do not lie but go by what the manufacturer states. The 30 day money back guarantee is from Elevare and if you would purchase this product at full price directly from Elevare it would cost $10,700. We sell at a discount of between $2,000-$5,000 depending on the kit purchased. 

   

  the purchase is completed electronically whereby the customer should have received an email or text message. If the customer would give us the the name of the show, the no. of her credit card and date purchase was made we can prove that the customer was aware of our policy of no refunds and 14 days exchange only . She has to sign in 3 different places where this is stated due to it being electronically transferred.

   

  Again, this customer needs to contact customer ******* of ******* because this is their warranty not ours. Attached is a letter from Elevare showing that we are an authorized dealer

  Business Response

  Date: 04/20/2023

  We would like to respond to the last complaint as follows:

  for first clause this is not true and we never say this. We are an authorized dealer of this Elevare device which can be seen by the attached pdf letter. We are a private label company who produce our own cosmetics and beauty products but within our range we sell the Elevare LED devices as authorized dealers for Elevare again as seen in attached letter.

  She received a receipt either by email or phone and we can send this again if needed because we do not print them out, trying to be paperless to help the world, just like if you buy an Apple phone or other leading technology companies etc. . the receipt is sent to your phone or email whichever she requested.

  Instructions, according to age, are on the box inside the box and also on the Elevare website.

  We cannot exchange this device and only ********************** can do this as we are only authorized dealers and do not have the authority to do this, again this is*** has to go through Elevare ***************** Like other *** companies when buying a device often the warranty is via the manufacturing company.  As a courtesy to this lady we contacted Elevare for her and asked them to contact her too to try to solve this.

   

  On the device it is written *** cleared as a medical device, also this is written on the box, instructions and flyer and can also be seen and found in Elevare website or video in their website

  Again, we approached Elevare and asked about the *** approval and they replied back that their devices are all certified. If she wants to *** or complain then she needs to do this with the manufacturer, Elevare,  and not us! we are Jouvalle not Elevare, and Elevare is the manufacturer so this has to go to them not to us. Again, to remind you we are only authorized sellers/dealers of Elevare and not the manufacturer.

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19887233
  
  I am rejecting this response because: Stating I received a receipt either by email or phone: a copy of a HAND written receipt on Paper was texted that was not the same as what we signed with return policy.  ****** stated: we do not print them out, trying to be paperless to help the world, yet had ** sign paper receipts that could be altered when only receiving a copy. We were verbally told not to contact elevare with concerns. To Only contact him and he provided his name and cell. 
  Stating Elevare ******* approved is false. I checked with *** only the Elevare Perfection and Elevare Sapphire are *** cleared. Please see attachments. 

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

  Business Response

  Date: 05/12/2023

  We are responding again to advise the customer as explained before that the return policy has to go via the manufacturer, Elevare, and again all their products are *** approved and advertised as such and it is also written on their box etc. as explained. We are not responsible for what they have advertise or state. If the customer is not satisfied or there is a problem with the device then ********************** customer service is the on to contact. The return policy of 30 days is not ours but Elevare's and maybe that was misunderstood on the customer's end.

  The correct course of action is not to keep sending complaints via the BBB but to contact Elevare the manufacturer because again the warranty is theirs not ours as we only resell their products and we have our own policy clearly written on all signed paperwork of No refunds, exchange only within 14 days., due to the products being sensitive ones and need to be correctly stored etc.

  
  We have already sent you our official letter of having a seller authorization from Elevare so they are the ones to contact please.
  

  
  

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 19887233
  
  I am rejecting this response because: I am also filing a complaint against the manufacturer with the **** I will pursue my complaint with ******** because they acted as the manufacturer, give false information regarding warrantee, and changed the form that was signed on paper with only providing an electronic copy after the changes were made. I will reiterate the sales person told me not to reach out directly to Elevare, That as a company employee he would take care of any issues or concerns directly and that is when he provided ** with his cell phone number. Theyre clearly running a scam that other potential buyers should be aware of. I will also reiterate that I provided you with documentation from the *** that the Elevare red is not an *** approved medical device. 

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

  Customer Answer

  Date: 05/24/2023

  We were mis-lead that this device is *** approved for treating arthritis, Sun damage, fine lines and wrinkles. This device is not *** approved. We were told that we could try it for 30 days and return it if not completely satisfied. We were never given a copy of a written receipt he actually took a picture of it and texted it to us after the fact. On the written receipt that we were texted it reads absolutely no refunds and exchanges only up to 14 days. On the website it reads exchanges up to 30 days. He verbally told us that it had a lifetime warranty. The item we received does not work as described and we have not received any return calls regarding our concerns. ******** told ** not to contact the company directly to only reach out to him. Salesman only sent the receipt after we left with the product. At that point we didnt realize the return policy was changed. I also investigated and this item is not *** approved for the reasons that he explained to ** the sales person told us he was a dermatologist which was also false. I received ***** to neck from use of this product.

  Business Response

  Date: 06/05/2023

  Hello ****, 
  
  Thank you for reaching out to us and bringing this to our attention. Firstly, we would like to apologize for your experience and we would love to help clear some things up. It seems like you were dealing with a third-party retailer whom we are not directly affiliated with. Third-party sellers adhere to their own policies and protocols such as refund and exchange requests in which we are not associated with whatsoever. In regards to our 7-day return policy that is mentioned on our website, customers are only eligible for those returns if they purchased their device directly with us and not with a third-party retailer. Therefore, unfortunately, we cannot assist you with any return/exchange requests in your case. 
  
  It is also important to mention that our Red device is indeed *** approved as we have the proper documentation for it. In addition, as stated in the user manual and box, we highly advise all customers to consult with a medical professional to ensure they are a good candidate for the product prior to use. 
  
  We understand you are unsatisfied with your Red device and would like to reach a resolution. If you feel you have a faulty product, we will be more than happy to replace it for you. If agreed, you will receive a brand new device, charging unit, and cradle. If this is something you are interested in, our customer service representatives will reach out to you via the phone number provided. 
  
  Again, we truly apologize for your overall experience and hope this message finds you well. Please let us know if you have any questions regarding Elevare Skin devices as we are here to ensure your satisfaction. 
  
  
  
  

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 19887233
  
  I am rejecting this response because: As the manufacturer when I had contacted you initially within the first 72 hours after my purchase you told me that ********/ ********** was an authorized retailer and that I would have to go through them for a refund or a replacement. I would like a refund for this item as I have not been provided any documentation that it is *** approved. When I reached out to the *** they said it is not an *** approved device but that some of the other Elevare products are i.e. your blue diamond. I no longer have the device to return for an exchange as we discarded it. 
  
  Sincerely,
  
  *************************