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 has 143 locations, listed below.

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  LaserAway Medical Group

  307 S Robertson Blvd Beverly Hills, CA 90211-3602

  
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  LaserAway Medical Group

  11409 South St Cerritos, CA 90703-6600

  
• 

  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:08/17/2024

  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.

  They owe me a refund for services not rendered ****** ******

  Business Response

  Date: 08/27/2024

  Hello,

  Thanks for reaching out. Upon review, it seems we were able to resolve this matter with you internally and refunded your unused treatments as of 8/17/24. 

• Initial Complaint

  Date:08/15/2024

  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.

  June 8, 2024, invoice number *******************, I signed up for Potenza for the amount of $3781.25. This was paid by Alphaeon #******. My first appoint was scheduled. However, the day of the appointment it was cancelled. My initial appointment was scheduled for Jun 29, 2024. In the meantime, other things came up that took priority financially. I called Tuesday, August 6, 2024. I told the employee that I wanted to cancel my August 10th appointment as well as cancel the entire transaction. Per the employee I would need to speak to the person who sold me the service. He said he put a note in the system for that person to reach out to me. August 7, 2024, I received a text message for me to confirm my appointment. I called again, August 9, 2024, to ask why the appointment was not cancelled. I spoke to Capty. She assured me that the appointment was cancelled, and I received the text message in error. I again, told her to that I wanted to cancel the entire transaction. She told me that I would need to wait to be contacted by financial and it could take up to 48 hours. Today is August 15, 2024, and I have not yet received a call.The company didnt have an issue with taking the money but now that I need to cancel, for financial reasons, I cannot get the company to respond. This is being reported negatively on my credit report too. I want the company to cancel everything and credit back the credit company. I have not received any service to be charged for.

  Business Response

  Date: 08/27/2024

  Hello,

  Thank you for reaching out. We're sorry to hear about your poor experience and troubles with altering your package. Upon review, I saw we were able to internally resolve this matter and you were fully refunded as of 8/8/2024. 

  Customer Answer

  Date: 08/27/2024

   
  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:08/14/2024

  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.

  In July of 2024 my 29 year old nephew who is mentally disabled was coerced into a contract at Laseraway in ********, ******. He went in for hair removal and when he was told his medication prohibited the treatment he was then convinced hed benefit from cool sculpting on his chin. The loan he signed has a 29% interest rate. Our efforts to resolve this with management have been ignored. We were referred to their attorney in ******** but phone calls and emails go unanswered.

  Business Response

  Date: 08/27/2024

  Hello,

  Thanks for reaching out. Due to HIPAA, we cannot discuss another person's account with you unless permitted to do so by the account holder. If you could please provide your nephew's information, we will look further into the matter and contact him directly. 

  Thank you! 

  Customer Answer

  Date: 09/17/2024

  From: "***** ********" <

  ****************************************************************************************************************************************************************************************************************

  >
  To: 

  ****************************************************************************************************************************************************************************************************************************

  
  Sent: Friday, September 13, 2024 10:12:10 AM
  Subject: Complaint 22107209
  

  
  

  I would like to reopen complaint 22107209

  The business did not demonstrate good faith effort at a resolution. 

  They asked to contact my nephew directly. That is problematic as he is mentally unfit to make financial decisions which is how the business took advantage of him and got him to sign a contract which allows payments taken from his bank account. 

  When I contacted Laseraway about the matter I was eventually told to contact an attorney named ***** Dickerson 

  *****************************************************************************************************************************************************************************

  . 

  We called together so he could give permission for me to speak on his behalf. We left a message but never heard back. 

  When we called again we received a message saying the mailbox was full. 

  We followed up with an email and never received a response. 

  In the meantime monthly withdrawals continue from my nephews account for services he did not receive. He did go for one treatment but did not return when we realized hed been scammed.

  He initially went in for laser hair removal and they convinced him to have chin sculpting when medication hes on prevented him from getting laser treatments. 

  I am asking Laseraway to discontinue the payments going forward. 

  If they insist on contacting him directly 

  he can be reached at 

  ************

  ***************************************************************************************************************************************************

  Any conversation should be witnessed by another party as he is not able to process efficiently and make sound decisions. 

  
  

  Thank you for your attention to this matter 

  
  

  ***** Marshall 

  
  

  Customer Answer

  Date: 09/17/2024

  I would like to reopen complaint 22107209
  

  The business did not demonstrate good faith effort at a resolution. 

  They asked to contact my nephew directly. That is problematic as he is mentally unfit to make financial decisions which is how the business took advantage of him and got him to sign a contract which allows payments taken from his bank account. 

  When I contacted Laseraway about the matter I was eventually told to contact an attorney named ***** Dickerson 

  *****************************************************************************************************************************************************************************

  . 

  We called together so he could give permission for me to speak on his behalf. We left a message but never heard back. 

  When we called again we received a message saying the mailbox was full. 

  We followed up with an email and never received a response. 

  In the meantime monthly withdrawals continue from my nephews account for services he did not receive. He did go for one treatment but did not return when we realized hed been scammed.

  He initially went in for laser hair removal and they convinced him to have chin sculpting when medication hes on prevented him from getting laser treatments. 

  I am asking Laseraway to discontinue the payments going forward. 

  If they insist on contacting him directly 

  he can be reached at 

  ************

  ***************************************************************************************************************************************************

  Any conversation should be witnessed by another party as he is not able to process efficiently and make sound decisions. 

  
  

  Thank you for your attention to this matter 

  
  

  ***** Marshall 

  
  

  Business Response

  Date: 09/30/2024

  Hello,

  Thank you for reaching out to us. Due to HIPAA, LaserAway cannot discuss another's account without their approval. If you could please provide his information, we'll contact him directly. 

• Initial Complaint

  Date:08/10/2024

  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.

  In April 2023, I purchased a package of 6 *** treatments from LaserAway for $1,329.30. Shortly after, I found out I was pregnant and medically unable to get any procedures during that time. Now, LaserAway has discontinued its *** services and refuses to refund me for my package even though they no longer provide the service. I did not receive notice of their change, and I do not use any other skincare services.

  Business Response

  Date: 08/19/2024

  Hello,

  Thanks for reaching out. Our store policy is typically store credit only as listed in your consents and on our website. It has also been over a year since your purchase in April 2023, so store credit would be what we could offer to you. 

   

• Initial Complaint

  Date:08/08/2024

  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.

  -Date of transaction: Friday 7/26/2024 -Payment amount: ****** auto pay monthly to lender Connexus total balance ******** -To provide: Brazilian laser hair removal -Nature of dispute: ***** stated in phone consultation they use a 3rd party for payments, he never said I was taking out a loan for the full amount before I submitted my debit card information. Then he sent a general consent link to fill out regarding health, risk and side effects. I never signed this document because of the health risks that it can cause and that laseraway will not be responsible for if things go wrong. I called and ask to cancel but he said it's too late cause you already signed the agreement to pay. If he would of sent the consent form 1st I would of never agreed to pay, but he trapped me by having me to sign and pay 1st before letting me know the health risk and side effect involved. He did not want to resolve the problem.

  Business Response

  Date: 08/13/2024

  Hello,

  Thanks for reaching out to us. As of August 12, our records indicate that you were fully refunded since no services were rendered. Please allow 5-7 business days for the funds to reflect your account. 

• Initial Complaint

  Date:08/06/2024

  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.

  Dear Better Business Bureau,I am writing to lodge a complaint against LaserAway regarding my experiences as both a patient and an employee.As a patient, my laser hair removal treatments were ineffective, leaving me with regrowth and persistent razor bumps. I have photographic evidence and have been informed that laser settings might be deliberately reduced to require more treatments, raising ethical concerns.As a remote sales employee, I faced:1.Inadequate Training: Promised training was minimal. Despite requests, I never received a full consult demonstration. My attempts to navigate scenarios were unsupported.2.Hostile Work Environment: The culture is toxic and unprofessional. Reviews on Glassdoor reflect similar experiences, with many employees on stress leave. Harassment and rude behavior were common.3.Unresolved Payroll Issues: I have not been compensated for my training period. Issues with the Deputy clock-in system further complicated my pay, leaving me uncertain about my working hours and pay.Instead of my first sale being recognized, it was taken over by another representative due to lack of proper training and support. I believe I was subjected to a bait and switch, misled about the job and support. This resulted in significant emotional trauma and accusations of harassment due to sales call practices.I seek a refund for the treatments, pay for the period between July 15th and now, and a formal response from LaserAway. Additionally, I request a conversation with LaserAways investors and CEO to discuss the bait and switch and compensation for my invested time. I should have been provided proper training and a fair opportunity to succeed.Thank you for your attention. I look forward to your response.

  Business Response

  Date: 08/13/2024

  Hello,

  As you are an active employee, these concerns have been relayed to your regional manager and human resources department to ensure that you are provided the pay that you are entitled as well as address any concerns that you have with regards to your employment with us. 

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22101773
  
  I am rejecting this response because:

  Dear Better Business Bureau,
  
  Thank you for your time and assistance in helping me address my complaint with LaserAway. I have not received a satisfactory resolution, and now I am facing retaliatory measures from the company.
  
  As a consumer who has invested thousands of dollars in treatments at LaserAway, I am profoundly disillusioned by what I believe to be fraudulent and harmful practices. The treatments I received have not only failed to meet my expectations but have also caused significant and ongoing damage to my skin. My experiences include:
  
  1.Medical Issues as a Patient: I have encountered severe problems with the treatments I received, including:

  Excessive Hair Growth and Irritation: Despite ongoing laser hair removal treatments, I am experiencing excessive hair regrowth in the treated areas, requiring me to shave daily even though I am deep into the treatments. Numerous insiders have informed me that the settings are turned down so that patients have to continue to buy maintenance packages.
  Severe Acne and Skin Damage: Following a Clear and Brilliant treatment, I developed severe acne with painful, inflamed lesions covering large areas of my skin. I have documented my skins condition with photos and records of my treatments, including dates. I have been working to improve my skin since, and I have also spoken to internal employees and nurses who have experienced similar outcomes and have read similar reviews online.
  *** Device Issue: I purchased *** treatments and was informed midway that the *** device was no longer available, and I was forced to use the Clear and Brilliant device instead. My request for a refund for the *** treatment was denied. All of these issues are documented.

  
  2.Employee Concerns: As an employee, I have faced the following issues:
  Harassment and Retaliation: After reporting my medical concerns and seeking help, I have encountered retaliatory actions, including a final written warning. This appears to be a direct response to my attempts to address these issues.
  Work Environment: The work environment at LaserAway is characterized by hundreds of negative reviews and extensive documentation online about the problematic nature of the company. Approximately 30 staff members have left due to stress and dissatisfaction. Additionally, entire teams of salespeople are being hired frequently but are leaving due to the high-pressure environment and inadequate training, making it challenging for them to succeed.

  
  3.Internal Documentation: My medical issues and treatment concerns were logged as a patient before I became an employee, and these concerns were documented prior to my employment at LaserAway.
  
  Given the gravity of these issues, I am seeking your representation in this matter. I feel that I am being bullied and harassed, and I am deeply concerned that LaserAway is attempting to avoid refunding the substantial amount of money I have paid for their treatments. I believe these practices warrant thorough investigation and action.
  
  Thank you again for your assistance. Please let me know if there are any additional steps I should take or further information I should provide.
  
  Sincerely,
  ******************

  Customer Answer

  Date: 08/16/2024

  Dear ************,
  
  Thank you for your response regarding my complaint against LaserAway Medical Group. I appreciate your attention to this matter.
  
  To clarify, my complaint involves both ineffective treatments and financial losses due to these treatments, rather than employment issues. Specifically, I am seeking reimbursement for the substantial amount I have paid for treatments that have proven ineffective and harmful. The treatments have not delivered the promised results and have caused significant damage to my skin, which is well-documented. My concern is that LaserAway has not provided satisfactory solutions or compensation for these issues, which is why I am requesting the Better Business Bureaus assistance.
  
  Here are the key points for clarification:
  
  1.Ineffective Treatments: I have spent thousands of dollars on treatments that did not produce the expected results and have instead caused adverse effects. This includes:
  Excessive Hair Regrowth and Razor Bumps: Despite being deep into my laser hair removal treatments, I continue to experience excessive hair regrowth and ongoing razor bumps, which require me to shave daily.
  Thermage Treatment Issues: I purchased a Thermage treatment but was unable to receive coverage for the entire abdomen area that I paid for. The pain during the procedure was intolerable, and although the clinical and front desk teams assured me that I could schedule a follow-up session to complete the treatment, I was not accommodated for this additional session. Despite the promises made, I was not given the opportunity to address the remaining area, resulting in a treatment that was not fully delivered as paid for.
  Clear and Brilliant Treatment: I was forced to switch to Clear and Brilliant treatments after *** devices were no longer available. This change was made without my consent and resulted in severe skin damage. The Clear and Brilliant treatment caused painful, inflamed lesions and significant skin deterioration, which I did not initially sign up for. This situation is concerning as it reflects a lack of integrity in fulfilling treatment agreements and appears to be an attempt to push an alternative treatment rather than refunding the *** package, which I was originally promised.
  2.Request for Reimbursement: I am seeking compensation for the ineffective treatments and the resultant damage to my skin, as I believe these services did not meet the promised standards. This includes:
  Refund for *** Treatments: I am requesting a refund for the *** treatments that were not provided as promised.
  Reimbursement for Thermage and Clear and Brilliant: I am requesting reimbursement for the Thermage treatment that did not cover the paid area and for the Clear and Brilliant treatment that caused severe skin damage.
  
  All these issues were documented before I became an employee of LaserAway, and I have been trying to resolve them. I continue to face discomfort and dissatisfaction with the ongoing treatments and lack of resolution. I also have documented evidence of the issues with the treatments, including photos and records of my skins condition.
  
  Given the extensive negative reviews and similar complaints from employees and clients alike, I am seeking a prompt resolution or full reimbursement for the ineffective treatments. I hope this provides the necessary clarification to proceed with the conciliation process. If additional information is required, please let me know. I would also appreciate an extension if needed to ensure that all relevant details are fully addressed.
  
  Thank you for your assistance.
  
  Sincerely,
  ******************
  
  

  Business Response

  Date: 08/27/2024

  Hello,

  While most patients are pleased with their treatments and results, every patient is unique and results may vary. With laser hair removal, we typically suggest starting out with 8 treatments and extending your package from there depending on your needs. Ingrown hairs are common with or without laser hair removal, but laser hair removal is known to help with improving ingrown hairs with continued treatment as reduction occurs. 

  I see that you've completed several treatments with us. Since services are elective and have been rendered, LaserAway does not offer refunds for completed treatments. However, regarding your concerns, I see that you have brought forth concerns and our medical team reviewed then determined they were anticipated events associated with the nature of the treatment. If you have remaining concerns, we are happy to bring you in for an assessment to review them once more then determine the best course of action or any recommendations. 

  I also suggest reaching out to HR as I understand that you've currently been in touch with them. 

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22101773
  
  I am rejecting this response because:
  Dear Better Business Bureau,
  
  I am writing to urgently request your intervention regarding serious issues with LaserAway, which have resulted in severe skin damage and unresolved treatment problems.
  
  Initially, I sought IPL treatments; however, LaserAway discontinued this service. Instead of providing a refund, I was directed to use their Clear and Brilliant laser, which has caused extreme skin damage. Since undergoing this treatment, I have experienced severe acne breakouts and visible markings on my skin. The damage from the Clear and Brilliant laser has been significant and persistent.
  
  Additionally, LaserAway has refused to disclose the names or qualifications of the nurses who administered my treatments, despite my repeated requests. This lack of transparency raises further concerns about the care I received.
  
  I have also discovered that LaserAway intentionally reduced the laser settings during my treatments to necessitate additional maintenance treatments.
  
  The laser hair removal services I paid for have proven to be entirely ineffective. The hair never stopped growing, and I still have substantial razor bumps. I am required to shave every day to manage the ongoing issue.
  
  I have attached photographic evidence of the skin damage, along with detailed logs of all interactions, including dates and specifics. Witnesses, including family and close friends, can corroborate the timeline and severity of the issues I have faced.
  
  Despite numerous attempts to resolve these concerns with LaserAway, they have not provided a satisfactory resolution and have ignored my efforts to seek redress. I urgently seek your intervention to hold LaserAway accountable and ensure a fair resolution.

  Please let me know if additional information or documentation is required. I appreciate your prompt attention to this matter.

  
  Sincerely,
  ******************
  

  Business Response

  Date: 09/18/2024

  Hello,

  If you're experiencing a residual reaction, we're happy to bring you in for an assessment. However, upon review and what you've shared, what you've experienced are all common and anticipated events with your treatments. Again, if you're very concerned, our medical team is more than willing to take a look to help put your mind at ease. Also, if you'd like, I am happy to send your consent forms for your reference which discuss potential side effects, outcomes, and the treatment's mechanism of action. Please let me know if you'd like me to forward these over to you. 

  Since services are elective and have been rendered, LaserAway does not offer refunds for completed treatments and cannot honor a refund at this time. 

  Customer Answer

  Date: 09/21/2024

   
  Complaint: 22101773
  
  I am rejecting this response because:
  
  I find this response completely unacceptable. This situation is illegal, and I have been trying to get in touch with your medical team to address my concerns and your companys practices for months with no success. Given the circumstances, I will now be contacting my bank and pursuing legal remedies.
  Sincerely,
  
  ***** Kitchen

• Initial Complaint

  Date:08/05/2024

  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 to laser away on July 25th to get a cool sculpting treatment on. Y inner thighs. The nurse stated that I needed to be cleared from my doctor from the hysterectomy I had on 5/29. Then they completed the treatment without clearance. When I was in the process of the treatment a sales representative came in to the office while the nurses was working on my treatment and shared that laser away made a mistake on my account and that I will need to pay for the service for the laser remove all. She offered me a hydro facial and was asking me for my information to get financing. All while was getting treated. She shared with me that the laser removal package and hydro facial package would be $4000 and if I didnt like to hydro facial I can cancel it. I was rushed to complete the paperwork and she lied about the cost. I ended up finishing the treatment and was able to look at the cost via email because she said she could r show me due to being rushed. It was $6300. I called laser away and spoke to **** about my complaint and lack of professionalism that was conducted and requested a refund. He stated he would look into it and then responded that I can get a refund for the hydro facoa but not the laser removal. Laser away completed two procedures on me without clearance from the doctor. One was on July 12th and the other on July 25th. This is an illegal act and HIPPA violation. I would like to have this addressed please.. ********************* said that I would get a refund but I have yet to receive it. **** also knew that the procedure shouldnt have been done withoit clearance. He was a part of the conversation and was okay with the nurse completing the process with doctors clearance.

  Business Response

  Date: 09/12/2024

  Hello,

  Thanks for reaching out to us. We're sorry to hear about your experience. Upon review of your account, it seems this matter was able to be resolved internally, and you were provided store credit for your unused treatments to do an exchange in services. We're glad this was able to be resolved. If you have any further questions or concerns, please let us know. 

• Initial Complaint

  Date:08/03/2024

  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.

  On or about 4/9/2024, I made an appointment with Laseraway and paid a required deposit of $1175.00 by credit card.. I canceled the appointment in time to qualify for a full refund. Despite numerous requests, Laseraway has not sent a refund.

  Business Response

  Date: 08/26/2024

  Hello,

  After careful review, I was not able to find a purchase associated with your information. Is there another name, email, and/or phone number that it could be under? Can you please confirm what location, date, and time the purchase was made so I may further investigate? 

• Initial Complaint

  Date:08/02/2024

  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.

  LaserAway uses deceptive marketing gimmicks to lure customers into lengthy packages for treatments. Other practices using similar lasers for cosmetic purposes use numbing cream and turn the lasers up to higher settings to be able to achieve results in 1-3 sessions. Laseraway purposely uses the lowest settings, and cons people into buying packages of 7 or more treatments for more money in order to achieve any result. I was surprised when they did not provide numbing cream for my first two treatments- and quickly discovered why- because they dont want to cause discomfort to patients instead of achieving results. Their employee also told me that some locations have newer bulbs for the lasers and that was probably why I did not see any result after two treatments. Compared to a cosmetic dermatologist using a similar IPL laser that I went to in ******** that gave me very strong results two years prior. I dont have time to come for 7 treatments, avoiding sun for two weeks before each. I feel very taken advantage of and want my money back. I tried to come to a resolution with their corporate office but they are not offering an acceptable remedy. I do not want further treatments from them nor do I want credit toward other services that I will never use.

  Business Response

  Date: 08/13/2024

  Hello,

  Thanks for reaching out to us. We're sorry to hear about your dissatisfaction. LaserAway has been in business for over 18 years, so I can assure you that we have not gotten this far by deceptive practices. As with most facilities, our protocols and technology may differ but that does not make them any less effective. Our protocols are designed with skin type and treatment in mind to ensure a safe, but effective treatment. Some may mistake that lack of an aggressive response means an ineffective treatment, which is not the case. Side effects such as redness, microcrusting, etc. can and may vary with each treatment. As with most procedures, the more treatments performed, the more likely you'd see more of an improvement. Some patients may see results with one treatment, others can take a series of treatments. It really depends on the skin's needs and the body's response to treatment. 

  If you do not want to proceed with IPL, we are happy to provide you with store credit towards a different service or product, as offered by our representative *******. If you have any other questions/concerns, please let us know. We're happy to address them! 

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22083513
  
  I am rejecting this response because there are no other services offered by this business that I would like the credit for. There really is no loss to the business to give a refund for a subscription based product because there is no inventory cost associated. Again, as I stated to customer service, I am not interested in receiving any services they offer. Not sure why you would want an unhappy customer coming back to your store seven times? I would like a fair refund, and not store credit. The prorated refund that was offered previously is an offense to reason. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/26/2024

  Hello,

  At this time, LaserAway may only offer store credit for the unused portion of your package. I understand there are no services of interest at the moment, but should you change your mind, your credit will be available and does not expire. We're happy to work with you on creating a better experience.

• Initial Complaint

  Date:08/02/2024

  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 purchased a LaserAway laser hair removal package on February 23, 2024. The package included full leg, bikini line and underarms and I switched the underarms for the chin/jawline since I hade previously received a course of treatment on my underarms.I began my laser treatments the next day, and was receiving my 5th on July 25th, 2024 when I was burned on my chin and jawline. I expressed my surprise at the intensity of the pain, as it was very different than the usual "rubber band snap" feeling that I usually feel during treatments. The nurse stated that it was normal discomfort and proceeded with the treatment on this location as well as my legs.After the treatment was complete, I commented that my face felt like it was hurting and swelling pretty badly and she gave me a disposable ice pack to take with me and keep applying, but continued to seem confident that nothing was wrong.I grew increasingly concerned by the degree of pain I was in and the enduring feeling of burning, though nothing appeared visually amiss for the first hour afterwards.By a couple hours later, my skin was darkening and bruising, and by the next morning it was very obvious that I had suffered a serious burn. I made my best efforts to treat my pain and my skin and eventually called the office the next day (1 day post burn). I communicated that I had been injured and spoke with a representative that day about what happened. I received a prescription for the burn 3 days post burn and saw a Dermatologist through my insurance 4 days post burn who confirmed the burn and a healing time that would take several months. He believes the wrong setting was used for my skin tone.I requested a full refund of the remainder of my package and have yet to receive a straight answer on this. Communication with this company has been spotty since the burn occurred which I find concerning. I would like compensation for my package and the resulting medical fees of this injury that was not a normal side effect.

  Business Response

  Date: 08/13/2024

  Hello,

  Thanks for reaching out. We are so sorry about your recent experience with us. While adverse reactions are uncommon, they are possible with any treatment so we want to ensure that you are provided with the care that you need to ensure proper healing. 

  Upon review, it appears you are being managed by our clinical team currently so I encourage you to continue following their aftercare and to let us know if you have any additional concerns or issues. Our clinical team is available virtually, by phone, or email so please let us know if there's anything else that you may need. 

  In regards to your refund, I see that you were provided a refund for half of your original payment as of 8/2/2024. This is a total refund for $1960.93. The refund should have reflected your account by now, but if you do not see it yet, please let me know and I will look further into it.