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

  
• 

  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

  
• 

  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:08/01/2024

  Type:Sales and Advertising 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.

  So yesterday, July 31st I had a consultation with LaserAway and the sails person had pressured me into doing a loan which I didnt want to do and when asked if I could not do the process and back out he told me I cant. I called the company called covered care and they said it must be through LaserAway. They are calling and texting me non stop, so much that I had to turn off calls from unknown numbers because they wouldnt stop and I couldnt do anything. The covered care said they are going to try and escalate it but I am not hopeful I just want out of the loan. I have not paid any money to the company but I thought I was just looking for prices but turns out they signed me up without my knowledge. Any help would be appreciated.

  Business Response

  Date: 08/13/2024

  Hello,

  Thanks for reaching out. Upon review, it appears that an application was completed to see which lenders/amount that you would qualify for. When the salesperson sends a link to a potential customer, the link will lead to the application which provides various disclosures about the potential effects. To confirm, I see that you were approved by the lender CoveredCare for the amount $4994, but the amount was refunded due to your decision not to proceed. Currently, there is not an active purchase or loan with either LaserAway or CoveredCare. 

• Initial Complaint

  Date:07/30/2024

  Type:Sales and Advertising 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.

  Irresponsible business practices, poor leadership, lack of response when begging for more communication on an issue over a span of almost 6 months. In April 2024, I was advised to purchase a package based on my consultation with the nurse after trusting the medical professionals at the business and spent $2600 only to find out Im not actually eligible for the services. Will not respond to my refund requests after many calls and emails. Specifically attempting to interact and resolve this issue with *******************, ***********************, and *************************************** via email with no response or proposal for resolution.

  Business Response

  Date: 08/13/2024

  Hello,

  Thanks for reaching out. We sincerely apologize for your troubles and poor experience. Upon review, it appears we were able to resolve this matter with you internally and you were refunded for your unused treatments related to this issue on 7/30/24. If you have any questions/concerns, please let me know. 

• Initial Complaint

  Date:07/30/2024

  Type:Service or Repair 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.

  Please see attached statement for additional background. I've purchased several packages from this company over several years. I've spent approximately $10k with this company. Most recently I was trying to get an accurate and written balance. I also wanted to get confirmation that a recent package I returned was showing up as store credit. I've only been able to speak with office staff. Management has not returned my request to speak with them nor have they been able to produce a detailed record of my purchases and remaining balance of sessions.

  Business Response

  Date: 08/13/2024

  Hello,

  Thanks for reaching out! We will have a representative from our customer service team reach out to you. 

  Customer Answer

  Date: 08/17/2024

   
  Complaint: 22063666
  
  I am rejecting this response because:

  I have not been contacted by this company.

  To clarify I AM requesting a refund of all remaining unused services on my account.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/18/2024

  Hello,

  Thanks for reaching out. To clarify, are you wishing to confirm the number of unused treatments remaining on file, or the monetary equivalent of your unused treatments on file? 

  Customer Answer

  Date: 09/22/2024

   
  Complaint: 22063666
  
  I am rejecting this response because: The business has not acknowledged or taken action on my request for a refund. See the proposed resolution below. 

  If I can get refund in the amount of $856.30 back onto my credit card for the hydra-facials, that I did not use and attempted to return within the week of purchase, THEN I would be willing to accept the following laser hair session balance [12/13 face & neck; 11/14 arms & Brazilian; 10/14 full body] that *** sent me via text on 7/19 without the supporting documentation that I initially requested (see text 9 of10). If you take immediate action to return the $856.30 to my credit card and we both agree that the above is my remaining balance then I'd be willing to close this case out on a positive note.

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

  Business Response

  Date: 10/07/2024

  Thank you for clarifying your request. Since the package is completely unused, we can absolutely issue a refund for your Hydrafacial purchase. The total refund amount is $856.30 and will take 5-7 business days for the funds to reflect your CC. A copy of your receipt was emailed to you for your records.

  Customer Answer

  Date: 10/09/2024

   
  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:07/29/2024

  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.

  I am currently in the process of composing a formal complaint letter to the Better Business Bureau regarding my dissatisfaction with the services provided by LaserAway. On October 20, 2023, I successfully obtained a loan of $2700 from Great American financing through LaserAway, with a 0 percent interest rate for a duration of 24 months. However, I soon discovered that the loan had been transferred to another bank without my knowledge, which I found to be highly unprofessional.In an effort to address this issue, I contacted the management, who directed me to *************************, the patient care coordinator. Regrettably, **************** displayed a discourteous attitude and failed to provide any meaningful assistance. Furthermore, after undergoing my second session with LaserAway, I realized that the results were unsatisfactory and the product utilized did not yield any benefits. As a result, I decided to close my loan and made payments that exceeded the amount I had utilized.Unfortunately, LaserAway is now asserting that I needed to utilize a specific quantity in order to qualify for the promotion that was initially offered. Consequently, they have forwarded the remaining balance to a debt collector, demanding payment for services that I have not utilized. I consider this practice to be both unfair and unethical. It is imperative that LaserAway be held accountable and educated on the principles of providing satisfactory customer service. Should it be necessary, I possess email correspondence that serves as evidence of my claims and can be provided upon request. Furthermore, to exacerbate the situation, LaserAway transferred the loan to Concora Credit, who has been incessantly harassing me for payment.

  Business Response

  Date: 08/13/2024

  Hello,

  Thanks for reaching out. While we understand your concern, please understand that Great American Finance (GAF) transferring to Concura is not a decision that LaserAway had any control or insight on prior to our patients. The loan agreements as made with GAF were also being honored with the new owner, Concura. 

  Since you received services in 2 different appointments, we charged you for the cost of your services rendered at the standard rate since the promotional package was broken due to your request to cancel. Upon further review, you were refunded the appropriate amount. I am happy to send over a breakdown if you'd like for better understanding. 

  Furthermore, our records indicate that you were refunded for unused treatments as of February and March. Here is your receipt: ********************************************************************. Therefore, if your loan was sent to collections, it is likely that this is due to non-payment of your rendered services. 

• Initial Complaint

  Date:07/28/2024

  Type:Sales and Advertising 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 paid for a package of IPL treatments and had treatments remaining. The branch closed for remodeling and when I made an appointment following the reopening they said they changed their protocol and didnt do IPL for my skin type. Ive been having IPL treatments for 25 years and had success. They refused to honor our original contract and refused to credit my remaining balance. Instead they tried to sell me other treatments and facials and only wanting to provide in store credits. She said she would have her director call me. S/he never did.

  Business Response

  Date: 08/13/2024

  Hello,

  Thanks for reaching out. We're sorry to hear about your recent experience. Our IPL protocol did change and so unfortunately we cannot continue to treat if your skin type is no longer a candidate. However, we have an Clear & Brilliant treatment which helps achieve similar goals like improvement of skin tone and texture that we can transfer you to without an additional payment to allow you to finish your package. Clear & Brilliant is typically an upgraded treatment but, due to the circumstances, I am happy to make that exception. 

  Alternatively, we may honor store credit for the unused portion which can be used toward a different service or product that we offer. Our refund policy is typically store credit only. 

• Initial Complaint

  Date:07/28/2024

  Type:Sales and Advertising 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 have been disputing an open account in my name from this company. It has been 3 months and they are trying to say I am responsible, when I never opened an account nor had any work or service with this company. I need this removed from my credit as this is fraud.

  Business Response

  Date: 08/13/2024

  Hello,

  Thanks for reaching out to us. Upon review, it appears that this was a purchase made with consent as we do have an application with copy on an ID on file. I was not able to find any complaints made about this being a fraudulent purchase. If you have any correspondence confirming this complaint, can you please forward it to me in your response?

  After carefully reviewing, the purchase was made via financing so although no services were rendered, payment would still be due as agreed upon in the loan terms. However, since no services have been rendered, I will issue a full refund. Please allow 5-7 business days for the funds to be returned to the account. 

• Initial Complaint

  Date:07/24/2024

  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.

  I went into the ******** location on 7/7/24 to have coolsculptong to upper and lower abdomen only is what I signed up for over the phone submitted pictures and rep ***** stated I qualified for it from the pics when I got into the office the tech did her assessment and said I was not a candidate because of hard upper and and overlap lower abdomen I would not get the desired affect and she did not want me to waist my money credit was contained they alpha on and account was already charged they asked if I was interested in having any other service I said no if I cant have what I signed up for I am not interested in anything they said they would put in a request for a refund I have no heard from anyone regarding refund everyone I call no one can tell me anything and say someone will call rep ***** keeps calling me saying Im not getting a refund and need to select some in store credit every time I call they say start the clock over someone will call in 72 business hours a day is 12 for them I also filed a dispute with Alpharon I need help I am not paying for a procedure I was promised and cant get per technicians or be forced to get something else none could provide me anything on paper thru mail

  Business Response

  Date: 08/13/2024

  Hello,

  Thanks for reaching out to us. Upon review, you were fully refunded on 7/24/24. 

• Initial Complaint

  Date:07/23/2024

  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 have been trying to get in touch with the business to either schedule my lasering sessions or obtain a refund for the past couple of months. At first, I was just trying to schedule what I purchased in March 2024 the clinic has repeated the either scheduled me at the wrong location or scheduled then canceled my sessions. This inconvenience caused me to rebook flights, even pushing out trips later than I intended. I was just trying to get the treatments done before a wedding which has passed. Its been relayed to me that they are quite busy, so they cant accommodate me again any time soon. The chat agent I have been communicating with has said that I am due a refund, but since then I have not been able to get in touch with the business and their chat is disabled. This is a last resort effort to try to get a portion of my money back.

  Business Response

  Date: 08/26/2024

  Hello,

  We're sorry to hear about your troubles with the ******** location. After carefully reviewing, I am happy to confirm that you were refunded for your unused treatments as of 7/26/2024.

• Initial Complaint

  Date:07/18/2024

  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 paid for Thermage with a free clear & brilliant for $1299; during treatment the machine stopped working because it ran out of fluid. *** (Manager) rescheduled me to do it over. When I went in for my app. Nat (*******************) said, it was too soon. He then gave me a free clear & Brilliant to do same day. ****** then told me that ******* would be better. He canceled the Thermage & booked me for Potenza Treatments for *******. He was supposed to subtract the 1299 from ******* for the new loan amount which should've been ******. 1299 +***** = *******. I agreed. He also gifted me another clear and brilliant for the upgrade. I went in for ******* and had a bad reaction. *** said no problem we'll cancel the Potenza and use the ******* toward **************** I agreed. I got 50u of Botox, 1 syringe Juv for $900. I only used 38u of B. He said my new balance is *******. It was a sale on Boxtox &Juv so he set up for me to get 100U of B and one Juv syringe for future use. I booked for the free C&B. When I arrived, I was told they made a *********** can't get it, to call and rebook. When I called, I was told it wasn't in the system. This happened multiple times, each time *** told me he fixed it. I called again to book, again not in system. I called Nat, no answer so we texted. He said he fixed ********* me the confirm. I called again & was told the treatments for ******* is not in the ************* see I have a ******** balance. When I looked at my loan, I see that the 1299 was never deducted. I'm being charged $1299 + ******* which equals *******. I contact *** to let him know I was over charged, he put the loan in for the full ******* not the ******. He texted me & said he would call me. I waited. I texted him, he said I'm off the clock now, try tomorrow. I've texted, called several times. I can't get an appt or call back. He is not giving me a refund for the $1299 or a receipt for my treatment plan. I'm ignored, argued with & embarrassed. I have text, VM proof.

  Business Response

  Date: 08/13/2024

  Hello,

  Thanks for reaching out. Upon review, it seems we were able to internally resolve this issue with you as of last month, July. If you have any other questions, please let me know. 

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22011142
  
  I am rejecting this response because: only partial was resolved and I thank you for that.
  For the $1299 I spent for a full treatment of thermage is still left unresolved. As stated previously; during my treatment the machine stopped working, the nurse said it ran out of fluid.   When I talked to *** (manager) about this, she looked into the matter, then scheduled me to go in to do the treatment properly.
   I never did the treatment over because when I showed up for my appointment ****** lead me to believe that can use my 1299 balance toward other treatments. I didnt ask him but I agreed to this and I wanted it to go toward B & Juv.  so I never did the thermage and laseraway is not letting me use the balance toward other treatments so Im requesting a refund. I talked to several managers and *****. They each called ***, she told them yes she scheduled me to go back and have it done, and youll see in the schedule I never had it done.  Im still paying on the $1299 and I got partial cheek done before machine stopped working. Im asking for a refund because I didnt get the full service. 

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

  Business Response

  Date: 08/26/2024

  Hello,

  Upon review, this matter was addressed internally with one of our customer service representatives and you were refunded $1455.50 on 7/30/24. 

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22011142
  
  I am rejecting this response because:
  As previously stated. My complaint is about the $1299 I spent on the thermage. During the beginning of my treatment the machine stop working, the nurse said it ran out of fluids. I alerted the manager ***, she investigated and found I didnt get the full treatment. She scheduled me to redo the treatment which I never did because I was told by *** that thermage may not give me the results I need and that I can use my balance for other treatments which I agreed but then they refused to let me use the balance and now Im paying for a treatment that I didnt receive. If you wouldve called me maybe we couldve worked it out but you left me paying for a treatment I didnt get have properly. Then ***** tells me its time to post ways and to not call again.  This was my initial issue which caused me to end all future services. I should not have to pay for a service I didnt get the full treatment. 
  Sincerely,
  
  *******************

  Business Response

  Date: 09/18/2024

  Hello,

  Thanks for reaching out to us. Upon review, it appears you are currently working with one of our representatives ***** on this matter. I will have him reach out to you to discuss further. 

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22011142
  
  I am rejecting this response because:
  This issue is not resolved. No one has reached out to me regarding this issue. It couldve been an easy and simple fix but I was disregarded, unheard and dismissed.  Im still currently paying for a service I did not receive and that is unfair, I was robbed of my money and treated with zero respect and zero understanding!
  I will talk to anyone that takes the time to actually contact me with a solution to this problem I should not be paying for a service I didnt receive.   
  Sincerely,
  
  Asia *******

• Initial Complaint

  Date:07/16/2024

  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.

  Purchase a Beauty package for 1300 by a laser away representative. When finally trying to pay off the finance company PATIENT FI , realized I was charged double price. I called back the Laser Away Representative and no longer works for company. Company won't credit back secondary charge. I spoke with three reps until I talk to manager *****. He said he can't credit full amount because the treatment I received was more than 1300. I argued that I had purchased treatment for 1300 dollars how did I receive a treatment more expensive than what I purchased. I already filed a fraud report to the finance company against Laser Away. Laser Away double charged me with out letting me know.

  Business Response

  Date: 08/13/2024

  Hello,

  Thanks for reaching out. To ensure I am understanding you correctly, I called and left a voicemail for you. I am happy to look into this matter with you. Please feel free to give me a call back at *************. 

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22000519
  
  I am rejecting this response because: LASER AWAY has not talked to me over 3 days. I reached out several times to the phone number provided and no response. Again and again I have tried from my part to communicate with someone and nothing. I believe they do not want to help me resolve my issue.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 09/18/2024

  Hello,

  I resolved this matter with you directly on 8/19/2022. After discussion, we agreed to issue you a refund for your unused treatment as a courtesy for the misunderstanding. If you have any other questions, please let me know.