A class action lawsuit alleges that the popular Hydrafacial Syndeo machine suffers from serious design flaws, leaving spa owners frustrated and financially burdened. The lawsuit, filed in October 2024, claims that The Hydrafacial Company and its parent company, The Beauty Health Company (the “Company”), sold a product that simply doesn’t work as promised – despite its hefty price tag of around $30,000.
What’s Wrong with the Machine?
According to the lawsuit, the Syndeo machine has multiple defects that significantly impact its performance. Some of the most common issues reported by medical spa owners include:
- Clogged fluid pathways, preventing proper product flow
- Weak suction, making treatments ineffective
- Loud noises and excessive vibration, creating a poor client experience
These problems allegedly render the machine unusable, making it impossible for businesses to provide the high-quality hydrafacial treatments their clients expect.
Spa Owners Left with Unusable Machines
One of the plaintiffs, a spa based in San Jose, California, claims that they quickly noticed performance issues after purchasing the Syndeo. Even after receiving a replacement unit, the same problems persisted, leaving them with a device they couldn’t use and a major financial loss.
For many spa owners, a malfunctioning Syndeo isn’t just an inconvenience – it directly impacts their revenues and reputations. When clients book a Hydrafacial, they expect a flawless experience. But if the machine doesn’t work properly, it can lead to dissatisfied customers, negative reviews, and lost revenue.
Company Acknowledges the Problem Too Late
Interestingly, the Company itself admitted that the Syndeo machine had major design flaws. In late 2023, the Company’s stock value plummeted after executives disclosed that the defects were leading to widespread customer complaints and disrupted treatments. Some spa owners argue that the Company should have been more transparent from the start, rather than waiting until after so many machines had already been sold. The Company allegedly failed to provide refunds to customers who purchased defective Syndeo machines, instead offering replacements that reportedly had the same or similar problems.
Legal Insights: What This Means for Medspa Owners
This lawsuit raises important questions about product liability, warranties, and consumer protection laws. If a manufacturer sells a product that is defective or unfit for its intended purpose, buyers may have legal recourse under various laws, including:
- Breach of Warranty: If the manufacturer provided express or implied warranties about the machine’s performance, but it failed to meet those standards, affected spa owners could seek compensation.
- Fraudulent or Deceptive Practices: If the manufacturer knew about the defects but failed to disclose them before selling the product, there may be grounds for a claim under state consumer-protection laws.
- Negligence: If a manufacturer fails to conduct adequate product testing or ignores known defects, it could be held legally responsible for the financial harm caused to buyers.
For medspa owners who have experienced similar issues, joining a class action lawsuit or pursuing an independent claim may be an option.
Advice for Medspa Owners Investing in Equipment
Before investing in expensive medspa equipment, medspa owners should take the following precautions:
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- Research Thoroughly: Read independent reviews and look for any history of complaints or recalls.
- Understand the Warranty & Return Policy: Make sure the manufacturer offers clear protections and that you can return a faulty device. Do not try to repair a faulty machine yourself! This will almost always void the warranty. Be sure that you seek the services of a repairperson approved by the manufacturer.
- Get It in Writing: If a sales rep makes specific performance claims, ask for those guarantees in writing.
- Document Issues Immediately: If you notice defects, report them to the manufacturer right away and keep detailed records.
- Ask Your Colleagues: Checking in with your network contacts can help you identify if the issues are unique to you or if they appear to be widespread; if other medspas are facing the same problems with the same manufacturer, this information can provide leverage in seeking a remedy.
- Consult your Attorney if Needed: If a machine doesn’t work and the manufacturer refuses to provide a refund or replacement, legal action may be necessary.
Have You Been Affected? Lengea Can Help
If you purchased a Hydrafacial Syndeo machine or other faulty equipment and are experiencing these issues, you don’t have to deal with the situation alone. At Lengea, we help medspa owners protect their businesses and recover losses from defective products every day. Contact us to discuss your legal options and find out how we can help you protect your investment and your business.