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:12/17/2024

  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.

  This company has sent me a faulty product and is refusing to accept responsibility and pay for full shipping to return it as well as refunding my money. What is worse, and why I am writing into the BBB, is that they are deleting my reviews from their website. After purchasing products they give an option to leave a review. I left a 2 star review for their biolight shine after I received it and it stopped working within a few days. They deleted that review. After much back and forth, they finally sent a replacement, which also didn't work. I sent them video evidence it didn't work. They continued to have poor customer service and I requested a refund.They didn't get back for 5-days so I went back to edit my 2-star review to 1-stars and noticed it had been deleted. I also saw another bad review from another customer was deleted. Only ****** reviews remained. So I left another 1 star review and took a screenshot that it posted. They also deleted that one. I believe the ************************ does not allow businesses to delete honest reviews. Additionally, this company is requiring I pay for shipping to send back their broken product. This is completely unacceptable. Had I just changed my mind and said I didn't want it, I would totally understand. But I wanted the product, it was just broken. I want to return because of their terrible customer service and deleting my reviews. This is highly unethical. People need to know that this is an unethical company with bad products and poor customer service.

  Business Response

  Date: 12/26/2024

  This complaint, and even more so, the complainer, is riddled false accusations and immoral, deceitful ulterior motives and agendas. This complainer has a highly suspect character on multiple fronts:

  a.) She tries to bring clout and leverage to the customer service conversation by saying, "This has been a highly disappointing experience and I have purchased a lot from your company in the last 3 years. 2 pemf mats, 2 dental red light devices, 2 shine red light devices." As demonstrated by the one of the attached screenshots, this complainer has only ONE other purchase from BioLight, which was on 12/28/21 for a single device. Whereas her proclamation made it sound like she had spent $5,000+, she had in actuality spent less than $400. Of course, this is not about the amount spent; this is simply a testament to her deceitful character.

  b.) In another email, she says that BioLight is "gaslighting" her by simply following protocol of having her return the device so we could assess the issue. If there is no issue with the device, the customer is responsible for the return shipping; this policy is clearly stated in on our website: *************************************************** -- So the complainer made a wildly inaccurate, unfounded claim about the company. And that is an atrocious claim to levy against a respected company that has been around for almost 6 years. Again, another testament to her character.

  c.) In that same email referenced in b.), she continues on and states, "Im also a millennial and very familiar with how electronics and charging them work." This is after customer service has tried ample times to resolve her device issue over email. Again, while this statement alone is not an issue, when taken into account with all other information, it demonstrates a modicum of respect and actually comes across as condescending and entitled.

  d.) This customer has already opened a chargeback with her credit card, claiming the device was damaged/defective. As clearly shown in one of the provided screenshots, the company (BioLight) has already had the funds of $424.30 deducted and withdrawn from its account and, thus, has, in essence, already paid for her "return" of the product. Yet, she also filed a complaint with BBB to attempt receiving $500 as a settlement. So she is double-dipping by opening a complaint with the BBB, which further brings into question her character, motives and intentions. 

  e.) In the complaint opened with the BBB, the complainer has put down a disputed amount of $500. However, as you can see with one of the attached screenshots, she paid $399.20 for the device she claimed to be "defective/damaged."  This clearly elucidates that the complainer is exhibiting nefarious intentions by both double-dipping in her complaints to receive funds (her credit card company and BBB) and by being untruthful about the monetary value she paid for the device.

  Each one of the points established above in isolation would not necessarily be a cause for concern; it is the totality and summation of all the above points taken together that sheds light onto the integrity and morality of this complainer and, furthermore, raises many questions about her motives and incentives for taking the time and energy to file these complaints across a multitude of platforms.

  With the complainer's character in mind, people of her moral fibers should not be able to leave reviews on products, websites, etc. as it is clearly an exercise in vindictive behavior and as a way to "get back" at a company after feeling slighted and/or wronged. This is a perfect demonstration on how people are more motivated and compelled to leave a negative review than a positive review. By leaving such a scathing negative review (riddled with false accusations and embellishments), they can at least feel that they got some modicum of retribution against the company, regardless of how unethical, unscrupulous and fraudulent that is on their behalf. There needs to be a way to protect companies from getting slandered from immoral characters such as the complainer of this dispute.

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22670505
  
  I am rejecting this response because: this business owner is clearly highly emotional and not focused on the facts. The facts are: I received multiple faulty products from them. I asked for a return after poor customer service and they refused and said they would only exchange it. Once I agreed to their exchange, and they received the product back 12/21, they have refused to respond to me at all.

  Additionally, I left multiple honest reviews on their website which they deleted. So if they are seeing"shadiness" with me, they need to look in the mirror. Please review my ****** profile of reviews to see that I typically leave positive reviews for companies, ******************** This was just a particularly bad experience. 

  At this point, I have disputed the charge with my credit card company and sent in all screenshots of the product being delivered to them 12/21 and them not responding to my last 5 emails confirming they received the product back and asking when they are sending a replacement (see screenshots).

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

  Business Response

  Date: 02/03/2025

  It is ironic that ******* declares an "emotional response" on my end when she outlines how BioLight received her return on 12/21 (a Saturday), but failed to mention that she then proceeded to open a dispute with her bank on 12/22 at 6:04a (this can be verified by attached screenshot). That is the epitome of emotional. ******* literally gave BioLight less than 16 hours from receiving the package to thoroughly inspect/assess the device (as we do for all returns, including returns for refunds) and process the refund.... on the weekend. Less than 16 hours on the weekend before she pulled the trigger to open a dispute with her bank. It might as well be mentioned that of the two devices she returned, one was indeed faulty while the other device operated perfectly upon inspection.

  ******* fails to acknowledge or respond to her unethical behavior in both opening a dispute with her credit card company (which they have already resolved in her favor with a chargeback totaling $424.30) AND with the BBB. The immorality is not necessarily opening up two complaints with two various entities (although one has to question her motive of "double dipping" for favorable resolutions), but rather that she is requesting a $500 refund from BBB, when in fact the product refund in question is a total of $399.20 by the customer (via a 20% Black Friday discount). So she: a.) got the credit card company to cover the cost of shipping for the ENTIRE order (i.e., $30) via that dispute, but she is also  requesting a refund from BBB for the **** of $500 for the Shine device when she in paid over $100 less for that device. All of the aforementioned is verified via the attached screenshots.

  Apparently, this needs to be repeated from my initial response: With the complainer's character in mind, people of her moral fibers should not be able to leave reviews on products, websites, etc. as it is clearly an exercise in vindictive behavior and as a way to "get back" at a company after feeling slighted and/or wronged. This is a perfect demonstration on how people are more motivated and compelled to leave a negative review than a positive review. By leaving such a scathing negative review (riddled with false accusations and embellishments), they can at least feel that they got some modicum of retribution against the company, regardless of how unethical, unscrupulous and fraudulent that is on their behalf. There needs to be a way to protect companies from getting slandered from immoral characters such as the complainer of this dispute.

  Lastly, please review my first response to get a more comprehensive overview of ********* character and ulterior motives; none of which she denied and/or rejected in her most recent response.

  Business Response

  Date: 02/24/2025

  View the attached screenshots for the company's stance on dealing with unethical reviews on our website.