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

  11409 South St Cerritos, CA 90703-6600

  
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  LaserAway Medical Group

  15200 Los Gatos Blvd STE 400 Los Gatos, CA 95032-2579

  
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  LaserAway Medical Group

  565 San Antonio Rd STE 23 Mountain View, CA 94040-1349

  
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  LaserAway Medical Group

  2100 El Camino Real STE D Palo Alto, CA 94306-1456

  

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:10/17/2024

  Type:Order 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.

  My first transaction was made on July 2, 2024. I was coerced into signing a contract over the phone on an introductory "consultation". I was told by the person I was speaking with that the treatment I was seeking ******************* would help with my skin issues. Upon my first visit, the tech working on me told me that the treatment I was getting could actually make my issue worse. When I called LaserAway after this and explained the situation, I asked for my contract to be canceled. I was given a wishy-washy answer that it's not something they normally do. I was then coerced into entering a different contract for another treatment that I never wanted in the first place, because the person I was speaking with said I wouldn't have to pay any extra money. Now I am on the hook for $1300 in treatments that I don't want and do not plan on getting. I have already paid this company $706, and all I've gotten is one treatment worth around $500. All I really want is to get released from this contract and to not have to pay anymore money to this company.

  Business Response

  Date: 11/18/2024

  Hello, 
  
  Thanks for reaching out to us. Typically, our refund policy is store credit only. However, since you were adamant about cancelling and within 1 year's time from your purchase date, it appears we made an exception. 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. The cost for 1 Clear & Brilliant treatment is $599.00 which is why you were charged for the single cost of the rendered service. 

  Customer Answer

  Date: 11/18/2024

   
  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,
  
  ***** ********

• Initial Complaint

  Date:10/16/2024

  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 GAVE THEM A DEPOSIT OF $1,194.00 FOR FACIAL HAIR REMOVAL AHEN I WENT TO MY APPOINTMANT THEY COULD NOT DO THE SERVICE AS MY HAIR IS WHITE SO THE TRIED TO SELL ME SOMTHING ELSE FOR ADDITIONAL $413.O0 WHICH I PAID WHEN I GOT HOME AND DID RESEARCH ON THIIS PROCEDURE I CALLED THEM AND SAID I COULD NOT HAVE THIS DONE DO TO MY SKIN ISSUES. THE RETURNED THE $414.00 BUT I HAVE NOT GOTTEN THE RETURN OF $1,194.00 AFTER MANY MANY CALL AND E-MAILS. i JUST WANT MY REFUND. AY ONE POIT THEY SIAD BECAUSE OF A CONTRCAT THEY DO NOT GIVE REFUNDS BUT I NEVER SAW THE CONTRACT OR NEVER SIGNED A CONTRACT. i JUST WANT MY REFUND.

  Business Response

  Date: 11/18/2024

  Hello,

  Thanks for reaching out. We're sorry to hear about your troubles with cancelling your services. After carefully reviewing your account, I was able to confirm that your purchases were refunded as of 10/31/24. There is an active dispute for your larger purchase which is now in the banks' hands but should resolve within 90 days of the dispute's submission. 

• Initial Complaint

  Date:10/16/2024

  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.

  At my third LaserAway session (10/11/2024) I was met by an extremely rude nurse. My previous sessions had been quite pleasant, and I was excited to continue my treatment. Throughout the session, she pointed out stray hairs which I missed during my pre-care. I let her know I felt this approach was inconsistent with other providers who told me it was fine to miss hairs and that they could still treat the area. When it came to my Brazilian, she said she planned to skip over any areas with stray hairs. Understanding that my significant financial investment, I asked if there were other options. She told me I could try shaving. I was then instructed to use a cheap, single blade razor to shave a highly sensitive area. Having never used one before, this resulted in a very deep cut. I opened the door to get help, but she didn't reappear for minutes during which blood was pooling and streaming down my legs, onto the floor, and all over the protective garments I was wearing. She acted surprised and was not quick to help me when she returned, so I opened the cabinet and found a gauze pad to try to stop the bleeding. I completely soaked through 6 wipes that were provided. Embarrassed and upset, I informed her I was too upset to continue. After she finally provided me a bandage at my request, she sat down in my room watching me as I had to apply the bandage. After she failed to take the directive to exit or give me space, I proceeded to have to dress in front of her. On my way to the door, she went ahead of me to the front counter to talk about the incident in front of the entire staff and other customers.This was a humiliating experience with inconsistent and poorly trained staff. There is no protecting of HIPAA here.I was offered a free service to stay with LaserAway, but this is no longer a safe place for me to receive services. I will have to start a new package somewhere else. I have requested a refund, but am now being ghosted by their customer service.

  Business Response

  Date: 11/18/2024

  Hello,

  This matter was resolved between the patient and LaserAway. As a courtesy for her experience, her last visit was waived and she was refunded for all unused services on 10/17/24. 

• Initial Complaint

  Date:10/15/2024

  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 am seeking full refund on a procedure that was not given to me according to a contract with cool sculpting with the company Laser Away. Total amount was for $4950. I am being charged for $2200, so that is the amount I am seeking back on my credit. I was told on my very first appointment that they would NOT be able to proceed with the cool sculpting, because I was to bumpy and bulgy and needed to lose a little more weight and get more toned. I found that to be very strange and questionable, because I had just gotten approved with their own doctor's two weeks prior! She could NOT give me a good reason not to proceed only that it would leave me lumpy and bulgy, which she said I already was. The whole reason for cool sculpting is to remove those lumps and bumps and get you looking toned and shaped after so many applicators. That was what the whole contract was for!! I was standing there just about naked and all marked up by the ** and ready to go and then told she could not move forward. This was very embarrassing! She told me she can do my flabs an my arms and my back bra line only. That is NOT what the contract was for, and that is NOT what I had gotten approved for! So I reached out to *****, the first ***** I spoke with and who put all this together, and told her what I was told and how they could not move forward with me. She wanted me to go to ANOTHER facility, on which I told her, why and for what, and what difference would that make! The Scottsdale Laser Away RN had already told me she could not proceed with me. Why go through the whole embarrassing moment again. After going back and forth with them, they are claiming that I cancelled and would be charged $2200. I reached out to our Attorney General on this matter (CIC 24-009755). Laser Away returned an email stating that our bodies change over time and that suitability treatment is reassessed by their medical team and that is why they could not proceed. HOW MUCH CAN MY BODY CHANGE IN TWO WEEKS?

  Business Response

  Date: 11/06/2024

  Hello,

  Thanks for reaching out. We're sorry to hear that you're unhappy with your experience. When patients inquire for treatment, we typically complete a consultation and virtual assessment with a medical professional. However, photos and video can only show so much so we do advise patients that an in-person assessment will also be completed prior to treatment, which can sometimes differ once the clinician is able to physically see and palpate the treatment area. We truly apologize for any confusion leading to your poor experience. 

  According to our records, you were refunded as of 6/20/24 for your unused applicators. Since treatment was performed, you were only charged for those applicators that you received. 

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22427326
  
  I am rejecting this response because: I do not agree with the consumer's response. They claim that they were not able to move forward with the procedure due to our bodies changing over time, when I just got approved 14 days prior to my first appointment with two of their doctor's.  They breached the contract with a decision they made, not I. I should not be responsible for any payment they are seeking due to the contract clearly being breached not giving me the procedures that were stated on the contract from day one. This has been such an embarrassment on my behalf and being told I was lumpy and bumpy after taking off all my clothing and having pictures being taken to just not move forward for at that time was told no real reason but to lose more weight and get more toned and come back, but I could have a credit until then. WHY?  I had just taken and sent pictures and was approved 14 day prior to the first appointment. Was this not the whole reason in the first place for the procedure??? They really had convinced me that this mother's day package was for me! ****** it was not. Why would they except me and make me go through all that just to show up for my first treatment and then not move forward? I am not seeking any money, just want this clear and gone and not any damage to my credit. Both third parties they made me go through in the beginning and getting approved want their money of course, unaware that nothing ever got done that was on the contract! If I can please have your full attention on this matter, it would be greatly appreciated. 
  
  Sincerely,
  
  ********* *********

  Business Response

  Date: 01/27/2025

  Hello,

  Thanks for your response. As per your receipt, you purchased a number of applicators. Due to your change in assessment, LaserAway was not able to proceed with the treatment as you had originally intended. For this reason, you were refunded for unused applicators. However, since services were rendered, we must charge you for the ones completed. 

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22427326
  
  I am rejecting this response because:
  Breach of contract. Never recieved any of the procedures on the contract. I was approved two weeks prior to my appointment, and was denied  on the day of my first appointment.  I was told my by the nurse my body was bumpy and lumpy and she didn't want proceed with any treatment that I was approved for. Did not make any sense whatsoever.  So I never received ANY treatments that I signed up for.  Should not be charged for something I never received. 
  Sincerely,
  
  ********* *********

  Business Response

  Date: 03/17/2025

  Hello,

  It appears this matter was already resolved, and you were refunded for the remaining portion as of 9/24/24. No outstanding services or balances are due. 

• Initial Complaint

  Date:10/14/2024

  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 signed a contract to receive treatments from Laseraway and to pay them through their financing website in May 2024. However, I decided to cancel the agreement by canceling my treatments online. I have not received any treatments. Their financing website continued to charge me and upon calling the sales representative at Laseraway, they refused to stop charging me and to not refund me even though I did not receive any treatments.

  Business Response

  Date: 11/06/2024

  Hello,

  Thanks for reaching out. We're sorry to hear about your recent experience and difficulties with changing your current treatment package. It looks like one of our representatives connected with you about your request, and that you decided that you were going to think it over more. Is that still the case or would you like to discontinue the package? Please let me know and I may have a representative follow up with you. 

• Initial Complaint

  Date:10/13/2024

  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.

  On September 23rd, 2024, I had a phone consultation with LaserAway, as their pricing information is not publicly available online, and a phone consultation is the only way to receive a quote. During this call, I was pressured into signing up for a package, which I was led to believe was an inquiry rather than a commitment. However, I later received a bill in the mail for $3,744, despite not having received any services from LaserAway.When I contacted LaserAway, I was informed that I had only 24 hours to cancel the package. This information was not clearly communicated during the phone consultation, and I was unaware of any binding agreement that I needed to cancel within that timeframe. I immediately requested a refund, which was denied. LaserAway then stated they would conduct a more in-depth review for a potential refund. It has now been over a week since this second review was supposedly initiated, and I have not received any further communication from them. Additionally, LaserAway has stopped responding to my phone calls.This company is deceptive and unfair in the following ways:Lack of Pricing Transparency: By not listing their prices online and requiring a phone consultation, LaserAway makes it difficult for consumers to make an informed decision before committing to services.Misleading Sales Tactics: During the phone consultation, I was misled into believing I was simply getting information, not signing up for a paid package. LaserAways failure to clearly disclose that my acceptance during the call constituted a binding agreement is highly unethical.Inadequate Cancellation Policy Notification: The 24-hour cancellation window was not properly communicated, leaving me unaware of any need to take action within that timeframe.Unresponsive ***************** After my initial request for a refund was denied, LaserAway promised a further review, but they have since ceased communication, demonstrating a lack of good faith in resolving customer disputes.

  Business Response

  Date: 11/06/2024

  Hello,

  Thanks for reaching out to us. We sincerely apologize that you have had a poor experience and experienced difficulties trying to change your current package. Since no services were rendered, your package was fully refunded as of today, 11/6/24. Please allow 5-7 business days to reflect your account. If you have any questions or concerns in the meantime, please do not hesitate to let me know. 

  - ****** ******, Director of ***************** ************************************************************

• Initial Complaint

  Date:10/08/2024

  Type:Billing 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 Saturday, August 31, I spoke with a Treatment Specialist named ****** at LaserAway. This conversation was presented to me as a "consultation." I gave ****** information to do a credit check for what I assumed was a prequalifying process for services in laser hair removal. ****** had me give information over the phone and via text, and I assumed this was all for prequalification, and that I could still decide whether or not to continue with treatment. I canceled my appointment, thinking I had not actually signed any documents that would bind me to this agreement. I received a bill in the mail from ******** Credit for a balance of $3504.60. I was also supposed to receive a credit card to pay for these services, but never did. The method of signing up for this loan was, in my estimation, predatory and uncharacteristic of an actual, binding agreement. I did not speak directly to a credit lender, and rather was speaking to who I thought was a Treatment Specialist, aka a cosmetic and medical professional. I am not interested in pursuing treatment with LaserAway, and am unable to access any document or contract I signed with ****** over the phone. She was not able to provide me with clear documents with my signature where I gave her information, so I have nothing to reference signing up for this credit loan. I'm deeply concerned about having this impact my credit and having to pay for services I did not receive. I have never signed up for a credit card or loan over the phone, where I could not read the Terms and Conditions on my own time. The process was overwhelming, rushed, and pushy, seemingly by design. I still have not received any copies of documents I signed for this loan or credit, which seems inappropriate and unprofessional at best and predatory at worst.

  Business Response

  Date: 10/24/2024

  Hello,

  Thanks for reaching out to us. We sincerely apologize for your troubles in trying to your unused purchase. A representative will be contacting you directly today to address this matter and ensure you are taken care of. If you do not receive any contact, please let me know. 

• Initial Complaint

  Date:10/06/2024

  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 went in for my service and the room and this medical facility was unhygienic. The counter was covered in hair as if someone had been just shaved there. The medical professional proceeded. Im trying to be reimbursed as I paid for this service, and I dont feel comfortable going back to have it completed. Im looking for reimbursement. i am unable to attach the video documentation but happy to share for a visual representation of the state of the room.

  Business Response

  Date: 10/17/2024

  Hello,

  Thanks for reaching out to us. We're very sorry to hear about your experience and that LaserAway missed the ***** Upon review, it appears you've spoken with a representative regarding your experience. Please be assured this matter was addressed internally and we are committed to turning around your experience. 

  Regarding your request to be refunded, you've completed all of your package with the exception of the complementary treatments included. Since the treatments are free with your purchase, they do not have a monetary value to be returned. If you do not wish to return to the same location, we have many other locations nationwide that we can transfer your services to instead. 

• Initial Complaint

  Date:10/06/2024

  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.

  On April 20, 2024, I visited Laser Away in *********, **, to purchase a laser treatment. The business instructed me to pay in cash, which I did. I received an invoice via email for the transaction.After making the payment, the business informed me that they could no longer provide the service I paid for and promised to issue a refund. On August 22, 2024, they assured me that I would receive a refund, but since then, they have been unresponsive to my emails and phone calls.I have visited the store multiple times, and they have asked me to be patient each time, claiming that a refund check would be sent within 20 business days. As of today, I have yet to receive the promised refund, and the business continues to delay the process without any clear communication or resolution.I am seeking assistance from the Better Business Bureau to help resolve this issue and to obtain the full refund I am owed.

  Business Response

  Date: 10/17/2024

  Hello,

  Thanks for reaching out to us. We're very sorry to hear about the delay in receiving your refund. Please rest assured that you are due a full refund since no services were rendered. Our records indicate that your refund was processed on 8/24/25. The refund would be sent to you via standard mail check. Usually, with processing and delivery included this may take up to 6 weeks. I will check on this request with our accounting team as this should've reached you by now, and follow up with you directly. 

• Initial Complaint

  Date:10/03/2024

  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 scheduled an appointment to inquire about laser hair removal treatment options at Laseraway in ************* as it is famous in entire US and supposedly credible. I get a call as scheduled , and the person is ******* me into signing papers that include disclosing my social security number and my bank account number. I let her know that I will think about it and apply to a treatment plan if I like it.. She starts talking about how this offer has expired and if I sign up now I can save money. I told her I will think about it and ended the call. She went on to call me several times afterwards during the course of the day making it seem like it is very normal to share your bank information and social over the phone with someone you have never met. Eventually when I say that I will not disclose such information she sets up a ****** video call and starts talking and then starts asking me to sign the papers while we are on the phone. I kept saying that I will read and sign afterwards but she kept saying its important to do it right away. I sign the contract that binds me to paying 2,349$ . She says okay a nurse will call you when we hang up. No one calls , i try calling several times , get put on hold or hung up on. Eventually she picks up and says she can not refund me she can only give me store credit through the third party (patientFi). I clearly said I want a refund and she says she will have to review it. After the call I look it up on reddit only to find that many people experienced the same situation where they get bombarded by the constant calls until they sign and get stuck having to pay this binding contract. I also am on ********* and clearly mentioned I am and they said it was okay but you can not get laser on *********. I want a refund and I think this company is scamming people all with the exact scenario that happened to me today. This was the most disrespectful encounter of my life.

  Business Response

  Date: 10/16/2024

  Hello,

  Thanks for reaching out. We're very sorry to hear about your poor experience, and difficulties with discontinuing your package. Please be assured our application process is done in a secure, encrypted manner to ensure our patients' important information is protected. With regard to your purchase, it has been fully refunded as of 8/7/24 back to the lender so there should be no outstanding balance since no services were received.