ComplaintsforLightRx

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Scarring on forehead from Tribella treatment.

  Business response

  03/20/2024

  ******* has not received services since 2020. She received all purchased treatments. She is not eligible for a refund.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to the Light RX in *********************, ** approximately 6 months ago for the ********. Although I have had significant problems with this treatment, due to the staff being under trained and causing additional problems with my skin that I did not have before, I am writing to complain about the office manager ******. Luccia lied and talked me into the Hydrolase, which I found out later would cause MORE pigmentation to my skin, not less. I found this out because I complained so much, that someone from "corporate" came to meet with me/take pictures and explained the various treatments. To pay for this $1,500 treatment, I used Care Credit. I have recently lost my job and I told ****** that I did NOT want to proceed with the Hydrolase. To date, I have NOT had any Hydrolase Treatments. I have gone in person and called and texted this location several times (speaking to several different people, including Luccia). The last time being 12/13/2023 at 11:53 AM informing everyone that I would like a letter to provide to Care Credit stating that I do NOT owe this amount ($1,500) so my credit is not adversely affected. I consistently get the run around from the staff at Light RX and no one ever returns my phone call. This is the worst, unprofessional experience I have had from any business. I would like a letter stating that I do not owe the $1500 or I will continue to take this further.

  Business response

  04/08/2024

  Shell did not receive any HydraFacial treatments, a refund for $1500 has been submitted to Care Credit to credit her account.

  Customer response

  04/15/2024

  I should not have had to file a complaint with the BBB to get this resolved. I will never do business with Light RX again and definitely not with the location in ********************* under ******'s so called management. 

  Regards,

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

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was out there in August 29,2030, they promised and guaranteed me at the reception at the time of payment that I would see results and that I would lose some weight, and the coloring tanning would work but nothing worked. I was put on two machines and they are always under staffed, very rude service and was always undermanaged when my appointments were set. They would try to set me through two sessions instead of one at a time by putting two machines to cut the process time in half instead of having two 40 minute sessions they would do both sessions in ***************************************************************************************************************************************************************** through the treatment. I've tried reaching out to the business many times to get a refund and all they do is try to defuse the situation with a discount card which I don't want at all.

  Business response

  03/15/2024

  *** purchased a $3500 treatment package and only made a $1200 payment towards the invoice. *** received 2 Bliss treatments ($1200 per tx), 3 Legacy Treatments ($200 per tx), and 2 RxLipo Treatments ($150 per tx). They are not eligible for a refund, as they did not pay for ********************. No refund is due. We do not have a guarantee on any of our treatments and that is noted on our website and in our consent forms which *** signed. It is also important that the treatment protocol is followed in order to achieve best results.

  Customer response

  03/16/2024

  [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:
  
  I went there two times and i was only given two treatments, and I was supposed to be given a hair removal on the ***** and chest. I can provide pictures if you like. They did one treatment on the hair and i came back and told them that it didnt work and they refused me service because they didnt have enough staff and i told them that i need another hair treatment. Everyone has bad reviews about your treatments, hospitality and service. unfortunately I wasn't able to read them before signing up. 
  
  Regards,
  
  *******************

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On Jan. 19, 2023, I paid 4000 dollars for fat to be removed from my belly. I signed papers online 8 times but never received any papers when I asked 3 times for them. At 2 other sessions I asked for papers but was told I would get them but never did. When I asked for my money back and complained that I did not receive 24% reduction of fat I got a letter online showing my agreement I signed. On Jan 19, 2023, I measured the fat on my body with a tape ruler. The light rx never did any measurements of this kind. The director took a digital picture and weighed me. During my treatments I only weighed one pound less. My measurements around my stomach remained the same or more. I went to the ******** light rx because I thought the machines did not work at the **** light rx. I was told I would have to buy another package. I received nothing for the money I paid and I was tricked about the paperwork.I expect at least half of a refund. Going back there would just give me no results again.

  Business response

  01/22/2024

  ******* purchased a 1 Area Treat2Complete package in January 2023 and completed all services in June 2023. No refund is due. We do not have a guarantee on any of our treatments and that is noted on our website and in our consent forms which ******* signed. It is also important that the treatment protocol is followed in order to achieve best results.

  Customer response

  01/23/2024

  [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:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  *****************************

  Customer response

  01/23/2024

  On January 19, 2023, I paid 4000  dollars without any knowledge of the Light Rx agreement for treat *********.. If I had knowledge about the guarantee plan I would have canceled within 24 hours. On the second week's visit I was told I forgot to sign the agreement that required 8 signatures on an i pad to get treat to complete  .I asked that day and on 2 other visits for the agreements on paper. On one visit I was told they could not get into the printer room . Another time the printer was not working so I asked for the paperwork to be sent to my house by mail. I did see one paper on my email when I asked for my money back by mail with one of my signatures on it. During treat to complete I drank the water amount, ate sensibly and massaged the area. I did not know what else was on the agreements as I had not seen all the papers I signed. On the website for Light Rx it states that 24% of fat cells can be destroyed. I lost no weight.  There was no measurement before and after with a tape measurer as I conducted. In my opinion the digital pictures the director took on Jan 19. 2023, can be misleading.It is my opinion that the way the business is conducted is not ethical.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The procedure was to help with saggy under arms. They still look terrible with very little resolution.

  Business response

  01/09/2024

  No refund. ****** completed all purchased treatments in 2016.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/30 I opted into a laser skin program for $4000 dollars.....I was to start on 12/6 but on 12/2 I developed a Pancreatic problem and was advised by the doctor to forgo any laser procedures. I called *********************** about the situation and she agreed to give me a full refund...It's been over a month and at first I was told it would take a few weeks because of Christmas.....In the last 4 days I have either talked to associates and they assured me my refund is coming.....Now they do not respond to any of the voice mails I have left

  Business response

  01/18/2024

  A full refund has been processed for $4000 back to ******.

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I cant remember exact date think it was in oct or beginning of november.I went ro my consoltation i got a package that was **** dollars right after consult they gave me first treatment the next day my daughter ended ** in the hospital for a week and u are suppose to get treatments a few times a week but anyways my daughter has 2 life threating diseases and in kidney failure and i need to take her to a out of state hospital to see if they can help her they said she only has a 5 percent chance of surving.So i called the clinic the next week and spoke to assistant manager and i explained situation and asked if i could get refunded and cancel my treatments because of my daughter and she said no they dont do that and i said i want to speak to the manager and she said i can have her call u tommorow morning which nobody ever called so a few days later i called them spoke to the manager and she basically told me the same thing and i said u guys cant make a acception dor a emegency situation i only did the one time i will pay you for that just cancel the rest i so t have time and i dont have job and cant get a job anytime soon because i have to try to save my daughter so i dont have the time or the money for this or to worry about this payment when all this is happening and basically just said im sorry theirbis nothing i can do.I just think this is terrible customer service i could see if i was in the middle of treatment or towards the end but it was one treatment that i was willing to pay for

  Business response

  12/27/2023

  A $1750 refund will be processed back to ********'s Care Credit account for unused services.

  Customer response

  12/28/2023

  [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

  10/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I filed a complaint already and I just accepted the businesss offer but forgot to ask:Can we adjust the minimum payment to reflected the change of the total balance after making the adjustments? I want to be able to pay less monthly please. Thatll be helpful. I thought it would change automatically but it didnt.

  Business response

  10/23/2023

  ******* will need to reach out to the financing company in order to discuss monthly payment adjustment. The monthly payment is determined by *** Financing and LightRx does not have control over this.

• Initial Complaint

  10/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a body sculpting package with LightRx ******* in July 2023 that promised to provide a very specific result. I followed the program exactly as I was instructed too, traveled 2 hours one way to participate in my sessions, and spoke in depth with various staff about what I needed to be doing. Weeks passed and I did not get the results that I paid for. Not only did the package not deliver the results that were promised, but I do believe they are altering photos in order to falsely advertise a product that they know does not work. Their staff is also always giving conflicting information, there have been several occasions where they scheduled me improperly, and their manager, ****, even agreed to give me portion of my money back if I didn't get the results. I have emailed their customer support team and I am unable to speak with anyone about these concerns at a corporate level. I just keep receiving an email back that someone will call me, but no one ever does.

  Business response

  11/21/2023

  A $1500 refund has been processed back to Alli's card.

   

• Initial Complaint

  09/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I started treatments at LightRX. Based on the initial assessment I was told that 2 specific processes combined would give me the results that I wanted. Half way through the treatments I had voiced concerns that I did not see any improvement. I was told to finish my treatments and to give it time. I finished my treatments waited over the 30 day allotted time and still no change. When having my review at the end of the treatment. They tried really hard to try to find any improvement from when I started. When I said that I didnt get what I expected the response was to try to sell me another package. This is not acceptable they should not lead people to believe there treatments work. I dont believe they have the ability to make these types of determinations. I believe they should have offered the other treatment for free Since they felt this new service would give me the results I wanted.

  Business response

  09/27/2023

  ******** completed all purchased treatments. We do not have a guarantee on any of our treatments and that is noted on our website and in our consent forms which ******** signed. It is also important that the treatment protocol is followed in order to achieve best results.

  Customer response

  09/27/2023

  [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:
  
  I understand that there are no guarantees, however, I feel that this group knew long before the treatments were finished that there were no results.  I had voiced my concerns multiple times during my treatments.  I received responses such as, you should have had Botox to address your issues, you do not look bad, you look great, you look young, etc.  ***n the kicker was, what results were you trying to achieve, and they went to tell me about another service.  I asked was the services that I received supposed to do the same thing?  i.e. skin tightening, and they said yes.  Leading me to believe that the wrong treatments were provided in the first place.

  Also the quality of the treatments changed as the person providing the treatment changed.  I would initially have treatments that lasted for at least ***** min.  ***y would not do the complete treatment (either claiming they felt I did not need it or they did not know what was included in my package.) My last treatment, which should have been ***** min was actually no more than 15min.

  Could the lack of consistency be part of the problem?  I believe so, it was evident that once the more experienced staff left their was a notable difference in the treatments I received. 

  What is very clear is that the more experienced technicians seemed to know what they were doing and how to conduct the treatment.  *** less experienced staff, just did not do a good job, nor did they seem to care when you voice concerns.  ***y are just inexperienced at least in the services that I paid for.  

  Stating that there is no guarantee, is understood but the lack of integrity in their services, or application of services is what is unacceptable.  *** services I was sold were the more expense of their services and to want me to continue to pay for additional services that *** or *** not work shows no integrity.  Basically what they are saying is they have no accountability for their products and services and if you do not get any results they are not willing to work with you to come to a compromise, to have a satisfied customer.  

  Just knowing that I saw 0 results a little customer service, offering a complimentary service, a re-evaluation, something would have been better than a come-on sale for another package.  

  ***re was no attempt to even try to make this right and I hope they understand that when people come in for a service, even if they do not think they need it.  It is not about them, it is about the client and you should preform the service to the best of your ability.  This was missing with the younger staff as they seemed to be bothered more than anything and ***be their needs to be some additional training provided, not only on the machines but customer service skills.

  ***y should also be a bit more professional when speaking in the lobby, to refer to one of their co-workers as "*** Older Lady"  not acceptable.  Wonder why she is no longer their.  

  I am not asking for all of the money back that I have spent, but I do believe their should be some compensation based on the manner the treatments I received were given:  
  

  No consistency with the treatment areas.

  No consistency with the timing of the treatment.

  If they will not even consider anything until the treatments are complete and this is the result (too bad) then what recourse do you have?  Purchase yet another package? 

  Regards,
  

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

*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. ↩