Complaints

This profile includes complaints for LaserAway Medical Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  LaserAway Medical Group

  307 S Robertson Blvd Beverly Hills, CA 90211-3602

  
• 

  LaserAway Medical Group

  1312 Hermosa Ave Hermosa Beach, CA 90254-3532

  
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  LaserAway Medical Group

  810 Francisco St Los Angeles, CA 90017-2530

  
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  LaserAway Medical Group

  1325 McCandless Dr Milpitas, CA 95035-8123

  
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  LaserAway Medical Group

  415 S Lake Ave Pasadena, CA 91101-5015

  

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:06/01/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  LaserAway *********, ** location ************ Billing by ******************* Portfolio (banked by Medallion Bank)LaserAway has demonstrated unethical and inflexible business practices by refusing to cancel services or issue refundseven when only one session was used and it caused an adverse reaction.On May 30, 2024, I purchased two laser hair removal packages through ************ Billing: LHR Derrire 8 sessions LHR Bikini Brazilian Female 8 sessions I paid a $300 down payment and began monthly payments of $145.59 on July 14, 2024. Ive now made 11 payments totaling $1,601.49, bringing my total paid to $1,901.49.After my first treatment on June 6, 2024, I experienced significant skin irritation and discomfort. Because of this, I decided not to proceed. I have not received any additional sessions since.On May 14, 2025, I contacted ************ to cancel the payment plan. I was informed: The plan may be canceled at any time The down payment is refundable But LaserAway must approve the cancellation LaserAway refused, stating that refunds are against company policy and offered only store credit, which I declined.Despite receiving only one of sixteen sessions, Ive paid nearly $2,000. This is not a case of dissatisfactionit is about being charged for services that were never provided at all. That is an unacceptable and unjust outcome for any consumer.There are numerous online complaints showing a clear pattern of similar cases. LaserAway appears to systematically avoid responsibility for fair cancellations or refunds.I am requesting a full refund of $1,901.49 due to unused services and the adverse reaction to the one session I did receive. Anything less disregards basic consumer rights and good business ethics.I respectfully urge the Better Business Bureau to investigate LaserAways refund and cancellation policies, which appear to be misleading, harmful, and predatory.Thank you for your time and attention,****** *****

  Business Response

  Date: 06/11/2025

  Hello,

  Thank you for reaching out to us. We are happy to look further into this with you. The return policies for CoveredCare, which is the lender in which you financed your package, and LaserAway are different since we are separate companies. I've attached your "LaserAway Consent Form" which states LaserAway's return policy which is store credit only. However, since only 1 treatment was completed, we are happy to make an exception and charge you only for the service that you have rendered on 6/10/2024. There were 2 separate areas treated on this day for the same service. I did not include specific area names for privacy reasons but am happy to do so if you're okay with me sharing that information on this platform. 

  Your original purchase included a special package discount for multiple treatments vs our standard per treatment (a la carte) pricing for these services. Since you did not complete your package, your purchase no longer qualifies for a package discount. Instead, your refund is calculated based on our standard per treatment pricing - the same price as all customers who purchase individual treatments. 
  
  Below you will find a breakdown of your services alongside the per treatment cost: 
   
  $399.00 for area 1 + $399.00 for area 2

  TOTAL COST = $798.00

  $3000 Original Payment - $798 **************** Cost = $2202 Total Refund to CoveredCare

   

  Alternatively, we are happy to provide you with a prorated store credit of $2500 which can be applied towards an alterative service that we offer, and is a better overall value. We allow the promotional pricing value in this option as a courtesy for keeping your original package's value with us. The store credit option is eligible to be used in conjunction with any other promotions actively offered. Please let me know how you wish to proceed. 

  Customer Answer

  Date: 06/17/2025

   
  Better Business Bureau:
  Hello,
  I have reviewed the response made by LaserAway Medical Group in reference to Complaint ID: ******** and find this resolution satisfactory to me.

  I would like to proceed with the partial cash refund of $2,202. 
  
  Please confirm when the refund has been processed and whether it will be issued directly to me now that the loan is no longer active.
  
  Thank you for your time and assistance.
  
  Best regards,
  ****** *****
  ****************************** 
  
  
  

  
  

• Initial Complaint

  Date:06/01/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On June 1, 2025, I called LaserAway to ask about pricing for Brazilian laser hair removal. During the call, the representative pressured me into purchasing a $2,394 package by telling me the promotion would expire in 30 minutes. I felt rushed and agreed to finance the service through ****************English is my second language, and I did not fully understand the non-refundable policy during the call. I canceled the appointment and requested a refund within two hours, and I have not received any treatment or service.I contacted ********, who told me the charge was still pending, and if LaserAway cancels it, financing would not proceed. However, LaserAway refuses to cancel the transaction.I am exercising my legal right under the California Home Solicitation Sales Act (Civil Code ********), which gives consumers 3 business days to cancel a pressured sale made outside a business location (including phone sales). LaserAway is a California company and is required to follow this law.When I asked to speak with a manager, I was denied and told I could proceed as I wish.

  Business Response

  Date: 06/11/2025

  Hello,

  Thank you for reaching out to us. We're sorry to hear about your troubles with cancelling your services. Since it was a completely unused package, it appears your package was refunded in full within the same day as purchase on 6/1/2025. There is no outstanding balance on this account. A copy of your receipt was emailed to you for your records. 

  Customer Answer

  Date: 06/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Ankhmaa Enkhbold

• Initial Complaint

  Date:05/26/2025

  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.

  On Tuesday May 6th I went to LaserAway in ******** IL to get filler in my lips. After the filler was injected the woman told me they would feel lumpy for a couple days. I specifically asked her if the lumps would be visible and she told me no, they will be felt not seen. After one week passed I knew something was wrong. Not only was it visible, it was in exact lines of where the filler was injected. I called and was told this was normal and to still come in for my two week follow up. When I got to my two week follow up on May 20th, I told the new woman treating me that I thought something was wrong. She agreed completely and told me they were done incorrectly and too superficially, so they would have to be dissolved. After they were dissolved I was informed that I would have to wait two weeks to come back and get the second half of my vial injected. I told the woman I wasnt paying for a full vial when half had to be dissolved. She told me to complain to customer service and they will offer me a full vial for free. However, she also put the dissolving solution in incorrectly. So I still have visible lines and bumps on my lips. I have called many times trying to connect to customer service to get my money back but I have been told they will reach out to me and refunds arent given. Ive been waiting for a week to hear from them. I spent $585.06 and would like a full refund from them. I have photos taken from the last three weeks of the condition of my lips and the poor work done.

  Business Response

  Date: 06/05/2025

  Hello,

  Thank you for reaching out to us. We're sorry to hear about your experience. With filler, it is common for lumpiness/bumpiness to occur post treatment. We typically will allow up to 2 weeks to allow the area to heal and product better settle, but sometimes, additional massaging, heat compression, etc. may be necessary. In less common occasions, we may opt to dissolve the product. Due to this occurrence, it appears we approved a full refund for you as a courtesy which was processed on 5/27/25. Typically, it will take 5-7 business days for the funds to be returned to one's card so the credit should be visible by now. We've also emailed you a copy of your receipt to confirm this transaction. 

  If you have any other questions, please feel free to contact us directly. 

• Initial Complaint

  Date:05/20/2025

  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.

  I spoke with a salesperson at laser away over the phone about a promotional offer and was encouraged to see if I was preapproved for a credit card for the services. I was preapproved but never completed a hard pull or opened the credit card. A week later on May 20th I got an email that my credit card was charged for these services that I never accepted.

  Business Response

  Date: 05/31/2025

  Hello, 

  Thank you for reaching out to us. After carefully reviewing, it appears that you completed an application to pre-qualify for financing through ********; however, please be assured that there is no purchase or loan agreement outstanding with the lender. The application will expire on 6/12/2025. 

  If you have any further questions regarding this application, we encourage you to contact ******** directly at *************. 

• Initial Complaint

  Date:05/17/2025

  Type:Customer Service 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.

  I am submitting a formal complaint regarding LaserAways misrepresentation of services and unprofessional customer service. I am a **********-based customer who has spent thousands of dollars with this company, trusting that the treatments and packages I purchased would be honored as explained.Unfortunately, the number of treatments promised does not match what has been documented in their system. There appears to be a clear discrepancy between what I paid for and what was delivered. Despite numerous attempts to address this issue directly, I have encountered rude and dismissive behavior from LaserAway staffparticularly at the corporate level.Most recently, someone from LaserAways corporate team called me and was extremely disrespectful. The individual spoke over me, disregarded my concerns, refused to assist, and then abruptly hung up. I was left feeling ignored, disrespected, and with no clear path to resolution.This level of customer service is completely unacceptable, especially from a company that prides itself on client care and professionalism.

  Business Response

  Date: 06/05/2025

  Hello,

  Thanks for reaching out to us. We're sorry to hear about the confusion regarding your account. Upon review, it appears you've purchased a variety of treatments with us. May you please provide more insight on which treatments you feel the treatment count is inaccurate? 

• Initial Complaint

  Date:05/14/2025

  Type:Order 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.

  I signed a "contract" with LaserAway in **************** over the phone. I immediately regretted my decision and decided I did not want to get my tattoo removed. I called to cancel the contract and they told me I was not able to cancel. I have not paid any money, had any treatments done, and just want out of this contract. It seems to be a huge legal issue to me that number 1, I am not able to cancel (seems illegal) and 2) was immediately faced with medical information from person phone numbers. I have contacted their offices multiple times and the lady that "sold" me this package and they are all saying that I am unable to dispute and cancel. I am not comfortable with their deceptive marketing tactics and I need to get out.

  Business Response

  Date: 06/03/2025

  Hello,

  Thanks for reaching out to us. We're so sorry to hear about your troubles with cancelling your purchase. Upon review, your unused package was refunded in full on 5/14/2025. A copy of your receipt was emailed to the email you provided on your account. 

  If you have any further questions, please let us know and we're happy to look further into the matter for you. 

• Initial Complaint

  Date:05/04/2025

  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.

  If I could give them 0 I would they took my money and never booked the apt when I asked for a refund the manager ******* asked me to leave stating I wasnt going to disrupt her clinic. I didnt yell I also waited quietly while she stop and helped another customer while helping me I told her I either need an apt or a refund she again asked me to leave and stated she was going to call the police I told her my mom is looking for a parking spot and my phone is with her its 40 degrees out Im an HOUR away from home Im not leaving without a refund she pretended to call the police I told her good because at this point they robbed me its the same as if someone got service and refused to pay, I paid youre not giving me a refund or the service she then hung up so I asked the other associate to call the police. At this point what do I need to do to get the police here? Should I flip a sign??? I wasnt Texted (not called TEXTED) about the unbooked apt UNTIL my appointment time! After I already was speaking to the manager $700 no appointment and had to stand my ground for a refund is crazy!

  Business Response

  Date: 06/03/2025

  Hello,

  Thank you for reaching out to us. We're sorry to hear about your experience as well as any inconvenience caused due to the clinic's scheduling error. Upon review of your account, it appears you purchased on 5/3/25 and were refunded in full the following day, 5/4/25, for the total amount of $710.64. Typically, refunds take up to 5-7 business days to fully reflect one's account so your return should have reached you by now. In a separate email, I've sent you a copy of your receipt for your reference. 

• Initial Complaint

  Date:04/30/2025

  Type:Product 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.

  I filed a previous complaint with BBB. It was closed because Laser Away insisted they would resolve the issue with me Since then, many months ago, they have not responded or returned any of my calls.10/8/23 A loan was received for $2240.48 for numerous Brazilian laser hair removal appointments. $1358.50 was added to the loan on 12/23/23 for Microneedling. I had also been seen by Laser Away in the recent past for facial appointments which they treated me for in completion. I had 3 Brazilian appointments on 10/15/23, 11/26/23, and 1/7/24. On the date of my 4th appointment, on 2/18/24, I gave Laser Away a heads up that I had just ended my menstrual period and was light headed a few days prior. I gave the heads up because I have a low iron count. Laser Away refused treatment and required a heart doctor give them a clearance. Their employee ****** was given my information to help resolve this situation. ****** has not returned any calls. ******* from the ******** called in March of 2024. I explained that I my PCP would not be refer me to a heart doctor for a condition I do not have. Bri promised to assist but has not called me as well. Laser Away has seen me and completed a previous treatment as well as start the Brazilian treatments without a medical note for a non existent condition. All of sudden they now need a clearance for a condition I do not have and have refused to treat me for the loans that I left as obligation. I filed a BBB claim about a year ago and she finally responded, lying that she would help provide a solution. After the BBB claim was closed, she has not returned any calls to date.Over the past year my credit score has dropped drastically. I wish to receive my payments that were made for the treatments that I am refused and for additional solutions since they have jeopardized my credit report. I wish for refund and repair.

  Business Response

  Date: 05/31/2025

  Hello,

  Thanks for reaching out to us. Upon review, it appears the reason that our medical required a letter of clearance is because you shared that there was a change in medical history specifically that you experienced a seizure which was new for you. Due to our scope of care, we required a letter of clearance from your primary care physician to ensure that you were okay to proceed with the treatment. However, it appears you disputed your purchases back in July 2024 and were refunded for your unused treatments as a result of that dispute. Any remaining balance would be the amount that is currently owed from the services that were rendered. 

  Typically, interest and/or fees do not accrue unless the borrower's promotional period has elapsed or if they missed or were late on a payment. This is also discussed in your loan agreement. Unfortunately, LaserAway does not have any insight on what this reason may be, but encourage you to contact your lender so that they may look further into it for you. 

   

• Initial Complaint

  Date:04/21/2025

  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.

  I purchased a package of 3 facial for $809 and the redemption of a Groupon voucher purchased for $139 on May 21, 2019. I received one facial on October 25, 2019 and have two facials left unused. During Covid, the location shut down temporary and I moved out of state permanently. I called to ask for a refund but was told that my package never expires and I can us them whenever I am comfortable. When I tried to use my package in 2023 and 2024, I was told my account did not show any remaining packages. After a lot of phone conversations in 2023, 2024 and then again in April 2025, I was told that their system upgrade had erased my purchase record. After I provided exact date and amount of purchase, the staff at Laseraway said that my case will escalated and resolved and someone should get back to me by 4/17/2025 the latest. No one got back to me.

  Business Response

  Date: 05/22/2025

  Hello, 

  Thank you for reaching out to us. Unfortunately, there was some confusion because we had changed systems from the time that you purchased to the time that you inquired with us again. After you reached out to us around April, we were able to locate the purchase in our records and have tried to connect with you to communicate this information. We sincerely apologize for the confusion surrounding this matter, but can confirm that you have 3 Clear & Brilliant treatments on file. This was added to your account and is ready to schedule whenever you're ready. 

• Initial Complaint

  Date:03/10/2025

  Type:Customer Service 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.

  Purchase was made on 12/26/2024. Appointment for service purchased was on 1/22/2025.Paid $1,400 for Thermage FLX Face Featuring Eye Opener. Treatment on 1/22/2025 was only for the face, the eyes were not treated as described at the time of purchase. I emailed their customer service email to inquire about the difference between what I purchased and the service provided on 1/23/2025. They did not respond until I called customer service. The customer service person had the technician who performed the treatment call me. This did not make much sense since they were the person who sold me the treatment. The technician said that they do not perform the eye treatment but that she thought treating the forehead was essentially the eye opener treatment. At time of purchase, the eye opener treatment was described as treating the upper and lower eye lids. I emailed customer service again on 1/28/2025 asking for them to follow up on this as I did not feel the matter had been resolved to adequately addressed. I waited close to a month before following up again. I have received no response from the company. The dispute is that they sold a service that they apparently do not provide, charged me for said service and I did not received this service. I would also state that their customer support is non-existent. ********************** has made not made a legitimate attempt to resolve this issue.