ComplaintsforCutera, Inc.

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I (along with many others) was recklessly given magical promises about Cutera's AviClear laser and its ability to permanently clear skin. I received three treatments at a dermatology office- one in March, April, and May of 2023, totaling $3,000. The dermatologist said the treatment was "guaranteed" to work, was "permanent", and that every single person had a positive result. I was given Cutera's marketing materials about the AviClear laser, and they used misleading verbiage- Phrases such as, "lasting results", "a future without worrying about your acne", "without significant side effects", and "your acne will get better and stay better". The AviClear website is advertising that 9 out of 10 people were either satisfied or very satisfied with their results- this is deceptive and simply cannot be true. Since finishing my final treatment over a year ago, there have been no improvements in my skin; my skin is actually worse than it was before. On top of my original skin concerns, I am now getting a deeper, more inflamed type of acne, and constant breakouts in places I never had before. I have seen so many people say that either this did not work for them, did not last for them, and/or made their skin worse. There were supposed to be no side-effects besides temporary redness, and the word "guarantee" made it sound risk-free. The stats clients were given originally sounded so promising, but are now changing, including the fact that additional yearly treatments may be needed (?). I contacted the dermatology office months ago regarding my issue and am still getting the run-around on what they can do for me. When you are given a guarantee, or deceptive advertising, that means the product/service works or you get money back.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Our medical spa began doing business with Cutera in January 2022. There are two machines in our office that have not delivered as promised. We attempted to discuss this with Cutera as soon as we became dissatisfied. In order to conduct business in an ethical way for the patients that have come to trust us throughout the years, we have always maintained a high standard regarding products and the procedures we offer. We prioritize truthful and accurate information and ensure procedures we offer are the industries best. When we began to see that these machines were nowhere close to these standards we made efforts to discuss our concerns with Cutera and the team assigned to our account. After the machines were sold to us, we have been unsuccessful in reaching the support team. We have called numerous departments and if on a rare instance they return our call, once they find we have complaints, we do not hear from them anymore. We have been told the company is continuously being restructured. However our concerns remain and have gone un-resolved. We have specifically asked that The AviClear machine be removed. We have been told that invoices need to be paid, however we have paid the invoices and discrepancies remain. The billing department has agreed that the invoices in their files are incorrect but nobody has given the account the attention needed to fix the file. We then receive another invoice that conflicts with the invoice we received previously. There does not seem to be anyone in the billing department with the time, interest or authority to clean up the account. I am asking that the invoices be resolved and the Aviclear machine picked up immediately. we would like to discuss the other machine (TruSculpt ID) however our immediate concern is the AviClear machine. We were presented with a document and told the item is an agreement signed electronically by ***********************************- Go M.D. (owner) of which she states she did not sign or agree to at anytime.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am writing to formally file a complaint against Aviclear regarding a treatment I received that cost me $3,000 and has resulted in worsening my acne and melasma.In October 2023, I went to a med spa and received my 3rd and final Aviclear treatment. I was assured that this treatment was safe for people with melasma, but not only did it fail to improve my acne, it also exacerbated my melasma. I am extremely disappointed with the results.I contacted ********'s support team via email in May to address these issues, but I have yet to receive a response. I followed up with them on Instagram in June, and although they acknowledged my message and said they would look into it, I have still not received any further communication or resolution.It has now been over two months since my initial complaint, and my skin condition has only deteriorated. I am seeking a full refund of $3,000 for this treatment, as it did not deliver the promised results and has caused additional harm to my skin.I hope that filing this complaint with the Better Business Bureau will prompt a timely and satisfactory resolution to this matter.Thank you for your assistance.

• Initial Complaint

  05/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I saw an advertisement on social media about a new acne treatment laser called Aviclear that mimics the results of the very invasive oral acne medication called Accutane. I located a provider and proceeded to purchase a 3 session package of Aviclear in June 2022 for $2,400. I completed the sessions and saw no results at all. I was told the results can take up to a year to see so I waited and waited. After almost 2 years of seeing no results I had no choice but to start the oral medication Accutane prescribed by my dermatologist. My dermatologist told me they have not seen any positive results from Avi clear. The Cutera laser is a scam. Cutera manipulates desperate and gulable patients who will do anything to cure their acne. I spoke to my provider who told me there was nothing they can do told me to contact Cutera directly for help. Cutera refuses to answer any of my many phone calls and many email attempts.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Transaction date 12/20/2023. The sales representative ********************** stated if financing for equipment was not approved my deposit of $3000.00 would be refunded. After the denial for financing Cutera has not completed the refund and continue to state the ** of Cutera needs to approve the refund. This has been going on for the past two months. This is an effort to collect my refund of $3,000.

  Customer response

  03/14/2024

  Complaint ID: ******** Complaint resolved. Cutera *** sent the full refund of 3,000$ to my personal home address via snail mail.

• Initial Complaint

  01/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was told there were absolutely no risks and patients start seeing improvements 3 months after their final treatment. They also said it will improve acne scarring. I did my research and the Cutera website and social media pages confirmed the same thing. They listed redness and purging but downplayed those symptoms on their platforms. The laser was $4,000 and with a discount, I paid $3,500. I started the Aviclear laser March 18, 2023. I finished my final treatment on May 13, 2023. Even 6 months after the final laser I was breaking out more than ever and even in places Ive never had acne before. I had to start taking medication because this laser caused terrible pigmentation, and deep pitted scars. My long-time dermatologist and esthetician can attest to this. I just want my scars to be fixed! Cutera has ignored my concerns and at this point, I do NOT trust Cutera so I am asking for a refund so I can get treated else where . My med spa refunded their portion ($1,750) and advised me to contact Cutera for the other half. They also feel terrible for what they did to my face. Cutera representatives have been giving me the run around or ignoring me altogether. This company failed to disclose the risks and continue to advertise that there are no risks. I have posted my experience on social media platforms and there are hundreds of others that reached out to me to share a similar experience with the Aviclear treatment and horrible Cutera customer service.

• Initial Complaint

  10/03/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  My name is ***************************** and I began treatment with Avi Clear July 12, 2022, at **************** in ********* **. My esthetician ****** has been treating my skin for a few years. She has been able to get my acne and scaring under control. This was prior to Avi clear I had minimal breakouts, and my acne scarring was clearing up. Avi Clear was advertising this new treatment for acne. ****** felt I was a good candidate for the new Avi Clear treatment because I wanted to take the extra step to clear my skin even more and decrease my oil production.Im reaching out as Ive given this treatment a year and my skin condition has worsen since beginning treatment with Avi clear. During the treatment my results or lack thereof were increased oil production and acne which produced a lot of dark spots (hyperpigmentation) which is the most difficult to get rid of especially on ethnic skin types.3 months into treatment my Esthetician reached out to her Avi Clear Rep because I was experiencing extreme breakouts and excessive oil production. I was told to allow more time. 3 months beyond that my results were and are still worse than the original condition I sought treatment of. My frustration grew but under the recommendation of the Avi clear rep I continued treatment hoping to turn a corner. Correction of the condition created by the treatment never came.My esthetician was helpful throughout this process but was repeatedly told by *** Clear Rep to allow more time. All honesty I felt I was getting the run around. Shortly after that interaction my esthetician offered her sympathy and suggested a new course of action.I spent a lot of money and time into my skin care, and I did not receive ANY results I paid for or as advertised. Only, skin that is now oilier and laden with more dark spots (a result of scarring from acne) that increased during treatment.****** recognized my condition and the side effects I was having was different from the side effects that ***** clear is now claiming that was possible with their treatment. There is a difference between the acne scarring Im experiencing from the treatment vs what Avi clear is stating as a side effect. The hyperpigmentation they alluded to its from direct reaction with treatment whereas on my skin and from what was communicated by ****** most ethnic skins my hyperpigmentation is due to scarring from acne induced or triggered by the treatment. To simplify the hyperpigmentation in my case is a byproduct of the acne caused by the treatment. Im highly dissatisfied especially when I saved up and paid $3000.00 in hopes of having clear skin and feeling confident. Attached you will find the treatment recommendation and corresponding letter of concern after treatments, letter from Avi Clear directing me to get additional treatment and Payment Receipt

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  this complaint solely about regret spending money on the product and service.On 08/17/2023 our company ******* Medical PC agreed to finance Cutera Laser. We got closed box from Cutera and sign for delivery. On the next day sales representative came opened box put parts together and we got in-service. When he opened box one of the major handpiece (Lime light ) was no found. I was promised that company will delivered to us as soon as possible today 09/12/23 we still do not have it. During in-service 08/30/23 we found that unit itself is not properly operated and need technical attention which was scheduled on the same day. After 2 weeks of back and force calls today 09/12/23 I finally had an appointment with technician at 10 am but he still did not show up. I would like to cancel my agreement and return equipment back to company, but they are not returning my calls and not communicating. Please help me to resolve this matter.

• Initial Complaint

  02/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  We purchased a device from ********************** on 12/2/2022. Up until now, we have not received the device.We asked ********************** to cancel our order since we had not received the device, and ********************** could not provide a delivery date. Cutera now refuses to pay the *** **** that was paid on 12/8/2023.

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  WE BOUGHT OUR FIRST EVER ***** FROM CUTERA WITH PROMISES OF A GREAT MACHINE THATWILL BE A WORK HORSE AND BRING IN SO MUCH BUSINESS. I HAVE SPENT OVER 10K ON REPAIRS. CANNOT AFFORD TO USE THE MACHINE BECAUSE OF THE LIABILITY IT WILL CAUSE IF IT CAUSES AN INJURY TO A CLIENT. I TOOK A LOAN OUT FOR THIS MACHINE AND AFTER HAVING IT REPAIRED ASKED CUTERA IF WE COULD DO SOMETHING TO HELP US WITH LOSS OF INCOME BY TAKING MACHINE BACK OR HAVING IT REPAIRED AGAIN. NO RESPONSE BUT ONLY A RESPONSE FROM ***** PERSON TO BUY ANOTHER CUTERA. I HAD TO CLOSE OUR AESTHETICS PORTION OF OFFICE DOWN DUE TO THIS MACHINE AND ITS INABILITY TO PERFORM AS PROMISED. I WILL NOT PUT ANY MORE MONEY INTO A MACHINE THAT IS UNWORTHY OF FUNCTIONING SAFELY WITH GOOD RESULTS/ I FEEL CUTERA DID NOT STAND BEHIND THEIR PRODUCT ONLY INTERESTED IN THE ***** OF THE ***** AND NO CUSTOMER SERVICE FOR A MACHINE THAT IS NOT WORTH MONEY SPENT FOR A NEW PLATFORM AT MY OFFICE TO INCLUDE AESTHETICS. IT IS A HORRIBLE PRODUCT AS WELL AS THE COMMUNICATION WITH CUTERA ABOUT HELPING A CLIENT THAT JUST BOUGHT A PRODUCT FROM THEM. I WANT TO SAVE ANYONE OUT THERE FROM BUYING A CUTERA XEO MACHINE, IT IS NOT WORTH THE MONEY OR THE AGGRAVATION OF TRYING TO HAVE THE MACHINE REPAIRED. NEVER BUY A CUTERA, THE COMPANY IS THE LOWEST OF LOWS AND THEY DO NOT STAND BEHIND THEIR PRODUCT. CUTERA IS THE WORST ***** OUT THERE!!!

*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. ↩