Prolight Aesthetics Rita Page Prolight Does Not Do As Advertised, Device Produces No Results, Parts Malfunction Repeatedly, Impossible to Get a Refund Sanford Florida

What a coincidence!! Minutes after I posted my rebuttal a new couple suddenly emerges and writes a glowing review for Rita Page. 

How did "Judy and Mike" hear about this so quickly? They would not have been on the list to receive notice of a rebuttal. But Rita Page is. 

My husband and I bought our ProLight Red/Infrared device 3 years ago and we just love it!  Our skin is so much better and our friends comment on how good we look.    Our experience with ProLight Aesthetics and Rita have been just fine.    We have recommended the ProLight LED devices to all of our friends.   We are very satisfied with customer support.  It is so nice to deal with a professional company that actually answers and returns phone calls.  Judy and Mike

I can't speak to who Ms. Page's friends might be; what I can say is that the Green Prolight definitely did not work for me. At this point its only use would be as a paperweight. (A $400 paperweight.)

Oddly enough, Ms. Page did not dispute that the Green Prolight is ineffective. I pointed out several times that it does not improve hyperpigmentation at all and Ms. Page never denied it. (She probably will now, but it's a little late.)

My experience with ProLight Aesthetics has always been exceptional.   I have purchased numerous ProLight LED equipment for my salon's and skincare clinics.  Before purchasing LED equipment, I,  did extensive research and found that Rita Page, with ProLight Aesthetics, provided exceptional and detailed information, answered all questions, and provided outstanding customer service.   Her company is one of the best in the industry.  I would never hesitate to purchase their equipment.  Our clients expect the best and enjoy their treatments and results.  

Ms. Page's response is factually inaccurate. I do not have the time to correct all the inaccuracies in her account. I won't respond in kind or go tit-for-tat. 

The purpose of this post is to warn others so they do not make the same mistake I did (i.e. purchasing from this company). No customer wants to spend over $400 and receive nothing.

The bottom line is:

1. Prolight is quite expensive

2. Prolight has made no difference in my skin 

3. Prolight malfuctions repeatedly

If a customer wants a product that is overpriced, does not do as advertised and breaks down again and again, then the Prolight is the top choice. Otherwise, they'd be wise to pick a different LED light. 

Customer: Danielle

Purchase Transaction Date: March 20, 2011

Item: ProLight Green Device

May 12, 2011: Customer contacted our office, by email, stating that their ProLight device has malfunctioned.  Customer states that they would like their device repaired/serviced.

May 13, 2011: We respond by email by apologizing for this inconvenience and that we will be more than glad to service the device.  The device is under full warranty. 

May 16, 2011: Customer responds by email stating thank you and that they would like to proceed with servicing their device.  We provide a SMA#(service merchandise auhtorization number) and shipping instructions to customer.

May 24th, 2011; Customer contacts our office by email stating that she would prefer a full refund rather than servicing the device.

May 25, 2011: We respond by email to customer that if she desires a full refund( less shipping), that she must follow our 60 Day Return/Refund Policy as stated on our website store policies; at checkout; and in the owners manual.  We tell customer that these are our refund policies:

     1. Obtain a RMA#, by email.   All refunds/returns must be pre-authorized and assigned a RMA#.

     2. All itens must be packaged and received within 60 days from the date of purchase.

         Customer Transaction date: March 20, 2011

     3. Device must be received at our office no later than May 20, 2011.(60 days from transactions date),

         to qualify for a full refund,less shipping.

May 20, 2011: Our company office has not received returned device.

June 7, 2011: Customer contact us by email stating that she has shipped the device.   Customer states that she wants a full refund.

June 15, 2011: Contacted customer by email stating that we cannot provide a full refund because the device was not returned within the 60 day return policy.  We inform customer that we will service the device or provide a full replacement if need be.  Customer agrees to the repair/service.  Customer provides shipping address.  Service performed. Device shipped to customer at no charge.

8 months later( from purchase date) on October 17, 2011: Customer contacts us by email stating that she wants a full refund.  We respond to customer that we cannot provide a full refund since it has been over 60 days from the date of purchase.  Customer states that if we do not provide a full refund, she will take action to slander our company.

October 17, 2011: We respond that although we cannot provide a full refund, we will make an exception and offer to provide an exchange, whereby the customer can choose a different device that may suit her skin concerns better.  We offered free shipping and full warranty at no charge.

October 17, 2011: Customer responds by email stating that the issue is " not about a device that might better suit her skin needs" but that she wants a full refund.

1 year and 6 months later( from purchase date) on September 28, 2012: Customer contacts our office stating that she has shipped the device to our office. Customer states that the power cord has malfunctioned.   Customer also states that she has changed her mind about the exchange offer we provided on October 17, 2011,  and that she would be happy if we would give her a ProLight Red/Infrared. 

October 4, 2012: Customer states that she has mailed the device with faulty power cord to our office on September 12, 2012.

October 4, 2012; We respond to customer that all repairs/servicing must be pre-authorized by email with a SMA#.  Customer states that she does not have a SMA# and does not know what one is.

October 5, 2012: We respond to customer that all repair/servicing must be pre-approved by email .  We asked customer to provide a tracking number for her package.  Customer provides tracking number only- No SMA#.

October 5, 2012: Customer contacts our office by email stating that she is confident that the ProLight Red/Infrared light will better than the ProLight Green one and will be satisfied with that solution.

October 8, 2012: Our office received sutomer's package.  Upon opening the package and inspection, the power cord has been tampered with and cut completely.  We tested the ProLight green and it operates corectly.  We contact customer to find out what happened to the cut power cord.

October 8, 2012:  Customer responds by email stating that the power cord had a short and that she attempted to repair the cord with electrical tape.

October 9, 2012: We repsond by email that we will replace the tampered power cord with a new power supply at no charge to cusotmer.

October 10, 2012: Customer states by email that she wouldlike to have a ProLight Red device or a full refund.  Customer states that if we ship her a ProLight Red device that she will for-go all warranties and never ship anything back to us.

October 10, 2012: We respond to customer by email that as we have stated in the past, that we cannot provide a full refund. It has been 1 year and 7 months since her purchase.  Since so much time has passed, at this point in time we can provide a ProLight Red to customer with a 20% restocking fee( for returning a used ProLight Green device).    Customer declines this offer.  Customer states to ship the new power supply cord to her.

October 11, 2012:  New power cord shipped to customer.  No charge.

2 years and 2 months later( from purchase date) on May 20, 2013: Customer contacts us by email stating that she is unhappy and will report us to the BBB. Customer states that we ignore her emails and that we never respond to her.  Customer states that we have not tried to work things out with her.

June 10, 2013:  Customer has stated that she will do what ever it takes to slander our company. 

Conclusion: We have been in business over 29 years with an outstanding reputation.

Regards,

Rita Page, Owner