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Business Profile

Skin Care

LaserAway Medical Group
BBB accredited business seal
BBB Accredited BusinessNRRated by BBB

Complaints

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

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LaserAway Medical Group has 143 locations, listed below.

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    Customer Complaints Summary

    • 468 total complaints in the last 3 years.
    • 170 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/16/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Reached out to ********* for a full refund on services that were not used . Have not heard back from anyone . I get denied to speak to upper management. And have not heard back from them in more than two weeks verification was sent to laseraway that services are charged wrong

      Business Response

      Date: 08/13/2024

      Hello,

      Thanks for reaching out. Upon review, it appears we were able to internally resolve this matter with you and you were refunded for unused treatments as of 8/1/2024. A receipt was emailed to you for confirmation. 

      Customer Answer

      Date: 08/13/2024

       
      Complaint: 21996901

      I am rejecting this response because:

      Sincerely,

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

    • Initial Complaint

      Date:07/15/2024

      Type:Product Issues
      Status:
      Answered
      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.
      07/06/2024 I contacted them in regards to getting botox. They told me they could get me in within the hour. The corporate ******************* started telling me I had to hurry I had to be there on time and I let her know I would pay for it when I got there. When I got there filled in a health paper and was given 2 consent forms in regards to botox received 44 units of botox I was charged 440 dollars and I left.3 days later I receive a bill for 1500 dollars for juviderm 2 syringes hair removal all kinds of c*** I didn't want or need nor did I buy, I called the credit people (patient-fi) who stated they had already sent the laseraway company 1500 dollars on my behalf.n I didn't ask for 1500 dollars I didn't receive 1500 dollars in treatments I did nothing more than get Botox. HELP ME PLEASE

      Business Response

      Date: 08/13/2024

      Hello,

      Upon review, we were able to resolve this matter with you internally. As a result, you were refunded for unused units and the LaserLove membership, and only charged for the services that you received. 

    • Initial Complaint

      Date:07/14/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 up for laser hair removal in December ************************************ January 2023. When I signed up I was told that I would be hair free when I completed my sessions. I went religiously every 6-8 weeks. I was vocal at each appointment letting them know of my progress or lack there of. When I reach the end of my package I wasnt totally happy with my results and was advised to purchase a maintenance package to eliminate the remaining hair that was still growing. I followed the program as instructed and when I ran out of sessions I still noticed significant growth in a number of spots. I reached out to laseraway to voice my frustration with the program and ask about a refund.

      Business Response

      Date: 08/13/2024

      Hello,

      Thanks for reaching out. With laser hair removal, it is important to remember that the number of sessions can vary for each person. We typically suggest a minimum of 8 treatments to start although some patients may need more to achieve their desired amount of reduction. Please keep in mind that hormones, ethnic background, hair thickness, etc. can also influence results. For that reason, we educate our patients that additional treatments is normal whether it is for more reduction or maintenance. 

      In an effort to help with your results, we provided you with additional treatments complementary; however, as advised, it was a one time courtesy. Moving forward, we extend a 55% discount to our existing patients who need to extend their package. Since services were fully refunded, LaserAway does not offer refunds for completed treatments. However, we are happy to bring you in for an assessment to see if there's anyway we can work together to get you closer to your goal. 

    • Initial Complaint

      Date:07/12/2024

      Type:Product Issues
      Status:
      Answered
      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 the operation: May 30,2024 Amount of the operation: $1347.75 for 3 touch up hair laser treatments Complaint: after one treatment I realize that they are not different from another clinics charging $77.00 for the same 3 treatments so I decide to cancel the service. Monday July 8,2024 I went to the clinic to cancel the service in person. I was told they can only reimbursed $580 and wait for a call if the person who closed the deal. Today July 11, the head nurse of the business called ***** contacted me only to find out not only will not receive 2/3 of the deal but they have a non refund policy. As I make the deal with CareCredit to pay monthly, I cancel future payments. I just want to make sure that they will not go the ************* and knowing that they do not care about customer service this has to be in writing. I do not want money in return. It will be suffice if they do not persue going to the ************* for the rest of the deal.

      Business Response

      Date: 08/13/2024

      Hello,

      Thanks for reaching out. Since you purchased via financing, the decision to report to the ************* would be at the lender's (CareCredit) discretion. LaserAway is a third party who provides various financing options as a form of payment, but we do not have the ability to make any reports to the credit bureau. I would kindly suggest that if you have any questions regarding that process that you reach out to CareCredit directly. Their customer service line is **************.

    • Initial Complaint

      Date:07/10/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On June 11, 2023, I was approved to receive a line of credit through Varidi for laser tattoo removal with Laseraway. I received 3 treatments. In the past, I've had 2 tattoos fully removed with other companies after only 5/6 sessions. I noticed the sessions with Laseraway were not working. On March 20, 2024 I asked ******************************* if I could switch to remove a different tattoo on my body to remove. She said yes, and that I was told that I was approved for $4400. It included 20 laser tattoo removal sessions, and I could add on other services like laser hair removal and 12 hydrofacials for $183 a month for 24 months. Side note-I was not told that a second line of credit with Alphaeon was going to be opened and was genuinely under the impression that I would continue my line of credit with ******. I was told that my automatic payments would be the same. Because of that, my credit score dropped from 680 to 550. I brought this to her attention and was told it would be fixed. Moving on, I did one session of tattoo laser removal, two facials, and one laser hair removal. For health reasons, I was unable to continue any services. I submitted documentation signed by my PCP stating that, for health reasons, I could not continue services. After sending the letter to *****************************, she responded with, "patients cannot buy a bundled package at a severely discounted rate then break the bundle to get the bundled price vs. individual treatment". So now, Laseraway wants me to pay full retail price of $2,200 for any services rendered. There is no policy in the contract that states that. I did not sign any agreement to pay retail price. I should only pay the rate that I agreed to in the bundle. I've spoken to multiple people, ending with ******* in corporate on June 1, 2024. She said she would call me back that next Tuesday, and I never heard from her again. They left my account open with Alphaeon and claim I owe $2200. I already paid $2,216.68 with ****** and $100 with Alphaeon.

      Business Response

      Date: 07/31/2024

      Hello,

      Thanks for reaching out. Upon review, it does appear the Alphaeon account was consented to given the application process. To give further insight, a link is sent out to patients directly so that they may complete the application at their own convenience. Once the application is completed, it is electronically signed and linked to the applicant's IP address. 

      In regards to our return policy, it is typically store credit only. This is also listed on our website as well as in your general consent form, which would've been completed when you initially signed up and created a MyLaserAway profile. In some cases, we may make an exception to issue a return but will charge the standard a la carte rate since the promotional value of the package is being broken. 

      Upon further review, the refund amount provided is accurate. 

    • Initial Complaint

      Date:07/09/2024

      Type:Order Issues
      Status:
      Resolved
      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 was coerced into providing my financial information because I was seeing if I was eligible for a procedure. I didn't realize they were actually signing up for it. Now they are forcing me to go through with a procedure I cannot afford at a 30% interest rate.

      Business Response

      Date: 07/31/2024

      Hello,

      Since no services were rendered, you were fully refunded on 7/10/2024. 

      Customer Answer

      Date: 07/31/2024

       
      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:07/08/2024

      Type:Order Issues
      Status:
      Resolved
      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 07/09, I signed a contract for a loan with LaserAway. The following day, I decided to cancel the contract and contacted LaserAway to do so. However, a representative from LaserAway informed me that I could not cancel the contract but could only receive store credit, and I would still be responsible for paying off the loan.I subsequently spoke with the loan provider, who informed me that LaserAway could indeed cancel the loan by submitting the necessary paperwork and returning the funds. As I have not used any of the loan money or attended any appointments, this should be a straightforward process.Section 17 of the contract states:RETURN OF GOODS OR CANCELLATION OF SERVICES: If you return any goods or you cancel any services purchased with this loan, you understand and agree that you are not entitled to receive any cash refund from the Provider from whom you purchased such goods or services. Instead, you authorize Provider to issue any such refund directly to Lender on your behalf. Any amounts received by Lender pursuant to this section will be applied to your loan as of the date of receipt of such amounts by Lender and will be applied to your loan in accordance with Section 4. PatientFi Loan Program Installment Agreement v6.0 Rev. 4/2024 Page 5 of 12 Despite multiple attempts to resolve this issue with LaserAway, the representative continues to insist that there is nothing she can do, even though I have been informed otherwise by the loan provider. LaserAway's refusal to submit the paperwork to cancel my loan and return the funds to the loan provider is causing unnecessary financial stress and is, in my opinion, highly unprofessional.I am requesting that LaserAway immediately rectify this situation by canceling the contract and loan as initially requested. Thank you for your attention to this matter. I look forward to your prompt response and resolution of this issue.

      Business Response

      Date: 07/31/2024

      Hello,

      You were fully refunded on 7/9/2024. 

      Customer Answer

      Date: 08/01/2024

       
      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,

      Sierra *****

    • Initial Complaint

      Date:07/03/2024

      Type:Billing Issues
      Status:
      Answered
      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 opened a membership with LaserAway on March 6 2024 I was told that if i opened financing account i would be able to cancel at any time (I was told over the phone there must be a recorded call) I made two payments totaling $542 Ive been trying to reach out to cancel my membership and financing since (or before) April 22 2024 I have not received any phone calls or text messages back regarding my problem & have continuously tried calling. Every time someone answers they tell me theyll let whoever is in charge of that department know and theyll call me but I havent been helped. Ive only gotten 2 treatments done with the company and they are charging me the whole balance of 3 different areas (each a total of 6 treatments = $3,465

      Business Response

      Date: 07/31/2024

      Hello,

      Thanks for reaching out. We're sorry to hear about your troubles with altering your package. Our store policy is typically store credit only which you may find on our website:****************************************************** as well as in your general consent form accessible through your MyLaserAway account. However, given that you've only received a few treatments from your package, we may perform a package adjustment and charge you only for the services rendered at the standard per treatment cost. This would equal a total charge of $997.00 which would equal a return to your lender of $2697.00. Please let me know if you would like to proceed with this option, and if you have any other questions. 

    • Initial Complaint

      Date:07/02/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 up for services for tattoo removal, 24 hours later i tried to cancel these services but they are telling me they will not refund me though i have not received any services.

      Business Response

      Date: 07/31/2024

      Hello,

      Thanks for bringing this matter to our attention. As of 7/3/2024, you were fully refunded for your purchase since no services were rendered. 

    • Initial Complaint

      Date:07/01/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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 Friday **** 28,2024 I did a phone consultation with Laser Away for Coolsculpting. I asked the rep if my heart condition would be at risk doing this and she stated no because it is not invasive. I completed a credit app for financing and got approved with *********** Finance Direct. I also had to pay a deposit of $299 and made an appointment. On Saturday morning I texted back and informed the finance company and laser away I would like to cancel and not proceed because after reading more about Coolsculpting it states Not recommended for patients with Auto Immune Disorder (Lupus).during a phone call on **** 30,2024 Laser Away Rep is telling me I will not have any problems and they are refusing to refund my $299 deposit although I DID NOT SIGN A CONTRACT. I told them I did not agree with the terms in the contract therefore I can not sign. I am asking for a refund and the credit be canceled. The *********** Finance Direct states they will cancel after I mentioned I have proof of my disorder. Im not sure if they canceled or not. But Lasersway is stating they dont usually do refunds and they have to see what medical will say. Picture of texting conversation included I request a refund and the company to discard any personal information collected on my behalf

      Business Response

      Date: 07/31/2024

      Hello,

      Thanks for bringing this matter to our attention. Upon review, it appears one of our representatives was able to assist you and fully refund your purchase since you cannot proceed with the service. The funds were returned to your lender on 7/9/2024. If you have any additional questions or concerns, please do not hesitate to contact us. 

      Customer Answer

      Date: 07/31/2024

       
      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,

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

    LaserAway Medical Group is BBB Accredited.

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