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Business Profile

Printer Sales and Services

The Laser Source

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Printer Sales and Services.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/11/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    JP MED SPA <******************>1:58PM (17 minutes ago)to admin Subject: Immediate Action Required: Resolution for Incorrect and Damaged Limelight Hand Piece Dear Laserrepair ********* and Laser Source Repair,I am following up on my previous email regarding the incorrect and damaged Limelight hand piece we received. Despite the urgency of this matter, we have yet to receive any response or resolution from your side.This situation is unacceptable, and we are extremely concerned about the whereabouts of our original Limelight hand piece. We require immediate confirmation and assurance that our original item will be returned to us promptly.If we do not receive a satisfactory response and resolution by the end of today, we will be forced to pursue legal action against your company. Additionally, we will report this matter to the Better Business Bureau and publicly express our dissatisfaction on various social media platforms.Your prompt attention and action on this matter are crucial.Best regards,Song *** JP Med Spa Account Manager ************

  • Initial Complaint

    Date:04/09/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Reached out to this company in FEB 2024 to send off our Cutera handpiece to be either repaired or replaced. The company quickly informed us that the hand piece needed to be replaced all together and they had a refurbished one on hand. They invoiced our office to which the invoice was paid the next day. After that this company and all communication stopped. I could not reach anyone on the phone,email, or via text. Its April and still have not received our hand piece. I have been able to reach a few people to which I was promised they had shipped our hand piece. Still NOTHING!

    Business Response

    Date: 04/24/2024

    This hand piece long since shipped and delivered via Federal Express. We apologize for any inconvenience.

  • Initial Complaint

    Date:08/11/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 am writing on behalf of my client, *****************************. ******************** arranged for The Laser Source to repair her Soprano XL Diode hand piece in April 2022. ********************* shipped the hand piece to the Laser Sources ******* address. The Laser Source confirmed receipt of the hand piece and invoiced ******************** for the needed repairs on April 25, 2022, for $2,269.50. ******************** promptly paid that invoice, and the check was negotiated. After cashing ******************** check, The Laser Source ceased communicating with ********************. After many weeks of attempting to communicate with The Laser Source personnel, ******************** was assured the piece would be promptly fixed. Over a year later, ****************** still had not received her hand piece. At that point, I wrote The Laser Source the attached demand letter.In response, The Laser Source claimed to have ******************** repaired hand piece but refused to send it to her without her providing them a signed release. While this was egregiously improper, we provided a release that only became effective if the hand piece was in fact returned in a repaired condition. We finally received the hand piece, only to have it returned not only unrepaired, but in a further damaged condition. The hand piece had been sent to The Laser Source fully intact but leaking. It came back literally cut and taped in multiple places. It now leaks even worse than when ******************** originally sent it. The Laser Source took ******************** money, kept her hand piece for over a year, held it hostage for several more weeks demanding a signed release from my client, then returned the hand piece in a worse condition than when it was originally sent to The Laser Source. After we received the hand piece back in an inoperable condition, we followed up with The Laser Source demanding a refund of 100% of the money ******************** paid The Laser Source, a total of $2,269.50. They rejected that demand, suggesting ******************** could send it back under a supposed warranty.

    Business Response

    Date: 09/07/2023

    Thank you for your email. This handpiece came in for service and had several service issues. The hand piece was repaired, and payment was collected sometime later. The hand piece was tested and shipped (at our expense). Upon receipt the customer states handpiece is not functioning properly which could simply be a shipping issue. The customer certainly has warranty, we offered to psy shipping back in for warranty repair as well. We are more than happy to honor our warranty, as well as have a tech stop by the office when we have one in her area. We stand by the work and the customer, and will honor whatever must be done even if shipping damage we will cover it. We thank you kindly for informing us. We apologize for the inconvenience and hope we can remedy this satisfactorily for the customer. 


    Customer Answer

    Date: 09/07/2023

     
    Complaint: 20458776

    I am rejecting this response because: The Laser Source is not being truthful about the condition in which it returned the handpiece. The handpiece had literally been cut into pieces and no effort could possibly have been made to fix the problem for which it was sent to The Laser Source. It came back in far worse condition than it was sent to The Laser Source. The Laser Source kept the handpiece for over 14 months, depriving my client of revenue for that amount of time, refused to send it back unless my client signed a release of liability (which she did, but which was conditional), then sent it back in pieces. I would like the opportunity to follow this response up with additional information regarding the condition in which the handpiece was returned. The Laser Source needs to refund my client 100% of the funds it wrongfully took from her.

    Sincerely,

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

    Customer Answer

    Date: 10/04/2023

    Hello,

    I wanted to make sure that your file reflected that I had responded on behalf of my client and that we are extremely dissatisfied with the Laser Source's response. 

  • Initial Complaint

    Date:04/03/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 first came in contact with "The Laser Source" late December 2022 in regards to a broken IPL Laser in our busy doctor's ******* They sent us an invoice and then sent a tech out to our office without even confirming whether we wanted the services or not. Since we had not authorized the services we turned the tech away until we could do more research. It turned out that **** from the laser source was the quickest company who could get a tech out to us, so we called them back to have our laser serviced. He sent out a tech mid January and the tech could not repair the laser in our office, so he took the broken part (an lcd/ display screen) with him and said as soon as it is fixed they will return and install the fixed part. We paid to have this tech come out. Weeks went by with no update or notice on our laser part. We attempted to reach out to **** and The Laser Source, but they never picked up the phone or responded to text or email. Finally, about 5 weeks later, **** answered the phone and stated "Our laser part was fixed and that someone would be in to install it next week" This would have been the week of March 6th, 2023. No one has come by to fix the laser, or return our part that was taken from it. They will not answer the phone, they will not respond to texts or emails. We have contacted several numbers we have for **** and The Laser Source, but cannot seem to get a hold of anyone. We need the part that was taken from our laser back as we are a very busy medical office and keep having to reschedule our patients because **** and The Laser Source have not repaired the laser in 2 months.

    Business Response

    Date: 04/14/2023

    The Laser Source does not offer on site repair services and we have zero record of this customer. I think this customer has the wrong company possibly we are not an on site repair company. Maybe an invoice would help, Thank you kindly. mgt

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