Complaints

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

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  LaserAway Medical Group

  307 S Robertson Blvd Beverly Hills, CA 90211-3602

  
• 

  LaserAway Medical Group

  1312 Hermosa Ave Hermosa Beach, CA 90254-3532

  
• 

  LaserAway Medical Group

  810 Francisco St Los Angeles, CA 90017-2530

  
• 

  LaserAway Medical Group

  1325 McCandless Dr Milpitas, CA 95035-8123

  
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  LaserAway Medical Group

  415 S Lake Ave Pasadena, CA 91101-5015

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/25/2024

  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.

  *** reached out to management multiple time and never got a call back to resolve my issue. *** called back and been told they would reach out after they finished up with clients and nothing. My third treatment I felt like the nurse didnt make every effort to assist in being comfortable with the adjustment of the laser and instead of offering ice/ numbing. She just lowered the laser which I feel like was detrimental to my progress. Also the treatment isnt melanin skin friendly and thats not told in the assessment before as well as being told tattoos/ scaring in the areas needed coverage which negatively affects treatment results. I spent a lot on a service that didnt cater to my brown skin. Also it wasnt until I got an Brown nurse that I felt my concerns in prior sessions were addressed with my care. She offered ice told me about the numbing package and over all gave a sense of quality care and compassion. After completing the sessions Im left with a very disappointing results and view on the company and how they prey on certain demographics that their product does not cater to nor do they express the realistic expectations for women/ people of color.

  Business Response

  Date: 07/16/2024

  Hello,

  Thanks for reaching out and bringing this matter to our attention. We'd love to look further into this matter and assist you. Please email our customer service team at ******************************** to discuss further. 

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21902868
  
  I am rejecting this response because: a generic email not a specific person that offers no resolution doesnt help my issue. Also it doesnt address anything asking me to email your welcome email.
  
  Sincerely,
  
  *************************** *******

  Business Response

  Date: 08/13/2024

  Hello,

  Thanks for reaching out. Upon review, it appears we were able to resolve this matter with you internally, and were able to extend complementary treatments to help you get closer to your goal. We hope these additional treatments serve you well and provide a more satisfactory outcome. 

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 21902868
  
  I am rejecting this response because:
  
  complimentary services were not provided I had to pay for a package to receive any type of resolve I had an additional $530 to complete the process already started. 
  Sincerely,
  
  *************************** *******

  Business Response

  Date: 08/26/2024

  Hello,

  As results can vary with laser hair removal, additional treatments are a very normal part of the hair reduction process. Typically, LaserAway does not provide free treatments for results-based concerns due to the varying nature of the treatment. However, as a gesture of goodwill and customer service, we included a complimentary treatment with your purchase of maintenance. Here is the link to your receipt: **********************************************************************

   

   

• Initial Complaint

  Date:06/23/2024

  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.

  Laseraway sent me a contract loan for a laser service but I want to cancel and not go through with any of the services and just cancel the entire loan. It has been less than 3 days which is within the ** cooling-off period but every customer representative tells me I cannot or have to contact someone else. No one is assisting.

  Business Response

  Date: 07/16/2024

  Hi there,

  Thanks for reaching out to us. We're sorry to hear about your troubles with cancelling your package. Upon review, your package was fully refunded on 6/25/24. 

• Initial Complaint

  Date:06/21/2024

  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.

  Laseraway corporate allowed someone to steal my identity and use my prepurchased services without my consent. When asked if this issue was resolved, they did not answer my question and asked if I wanted to book another service. Because the stolen services were tied to a loan with sensitive information, I had to freeze my credit and go down avenues to see if my identity had been stolen. No one has reached out for 5 days regarding my account or the status of the problem.

• Initial Complaint

  Date:06/21/2024

  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.

  April 2024 I visited laser away to do xeomin for wrinkles and fine lines. I opened an account with them, which I pay often online througha portal called patientfi.com I make frequent payments almost weekly. Today I received a notice in the mail about payments due on a credit card. I do not open credit cards ever. So i know for a fact I did not approve this. I've read reviews about laser away doing shady things like this to people. I did not think they would do it to me, as I've been going a few months now with no issues. Apparently I was wrong. I've worked hard to build my credit. I'm extremely hurt and upset that they took advantage of me like this. Ruining my credit

  Business Response

  Date: 07/16/2024

  Hi there,

  Thanks for reaching out. We're sorry to hear about the confusion with your account. Upon review, it appears that your purchase was financed through Alphaeon. According to our records, this matter was resolved with one of our representatives on 7/9/24. If this is incorrect, please let me know and I am happy to look further into it with you. 

• Initial Complaint

  Date:06/20/2024

  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 writing to express my extreme dissatisfaction and frustration with the service I have received from your company. In 2023, I purchased a package from your establishment which included a free underarm treatment package. After completing only one treatment for underarms, I was informed that I did not qualify for the package I had purchased. Naturally, I requested a refund immediately on the same day, but instead of resolving the issue promptly, I was told that someone from corporate would contact me. That call never came.Over the following two months, I made over 50 phone calls to your various locations, persistently seeking a resolution and refund. Each time, I was assured that someone would follow up, but no one ever did. It wasn't until May 3, 2024over a year after my initial requestthat I finally spoke with a corporate representative. Even then, the process was fraught with further disappointment. The corporate representative promised a refund that could take up to six weeks to process, but shockingly insisted that I would not be refunded for the single underarm treatment I had received, despite it being a free add-on to my purchased package.Furthermore, I was quoted $199 for this "treatment," yet upon calling multiple locations, I discovered it was valued at only $150. This discrepancy raises serious concerns about your pricing practices. Additionally, despite my repeated requests, I have yet to receive a clear pricing breakdown from your company.To add insult to injury, I have not received the promised refund, and despite assurances from the corporate representative that someone would contact me today, June 20, 2024, no one has reached out, and my calls are going unanswered.This entire experience has been nothing short of a nightmare. I demand immediate action to resolve this matter: provide the promised refund promptly and transparently, including reimbursement for the misrepresented treatment cost.

  Business Response

  Date: 07/11/2024

  Hello,

  Thanks for reaching out. After carefully reviewing, it seems we were able to resolve your issue and issued you a refund for $1945.00 via check for your unused treatments. If you have any further questions, please feel free to contact us directly. 

• Initial Complaint

  Date:06/19/2024

  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 10/3/22, I paid $2600 to LaserAway. Beforehand, they scheduled a nurse consult to evaluate what services would remove facial discoloration. Their nurse said that Clear + Brilliant would "easily" remove the discoloration on my face in 6 treatments. The business committed to provide me with a service that would remove my facial freckles and other discoloration. The treatment was painful and required numbing cream 30 min before each of the six 1-hr sessions of treatment. After, my face was red, swollen, and felt like a sunburn for a few days. The skin then roughens and peels off, requiring up to 2 weeks to heal. A test treatment was done on 12/17/22. My 1st treatment was on 1/28/23. The last treatment was around 7/21/23. After completion, their nurse told me to wait a few weeks to see final results. The nurse commented that Laser Away should NOT have recommended Clear + Brilliant for my skin type as they knew internally that it would not work for my type of skin. After waiting, the facial discoloration remained the same. On 8/13/23, I emailed LaserAway to request a refund. The Fremont facility called me to schedule an after-service evaluation with their nurse. Their nurse noted that there were little to no reduction of facial discoloration and sent before-&-after pix to LaserAway Corp to confirm this.On 8/15/23, ******************************* from LaserAway Corp emailed back Since LaserAway provides elective procedures, we do not offer refunds for rendered services, and are unable to fulfill this request.I only went through the pain and paid for this service because they said it would remove the facial freckles and discoloration. Their own nurse confirmed through the before & after pix that I received no benefits from the service, I want a refund of $2600. I am NOT requesting money for my time and pain to undergo this utterly useless procedure. They also refused to send me the before&after pic unless I paid extra for it.

  Business Response

  Date: 07/11/2024

  Hi *****, 

  Thanks for reaching out. We're sorry that you're dissatisfied with your results. While most patients are very pleased with their treatment, every patient is different and results may vary. We try our best to be as transparent as we can about expectations and outcomes, but the number of treatments suggest is only an estimate so it is possible for some patients to need more in order to see the results they desire and target their skin goals. According to our records, it is suspected that you may be experiencing melasma which is a skin condition that a Dermatologist must diagnose and medically manage. Our clinical team highly suggested that you refer to a dermatologist regarding your concerns. 

  If you'd like to continue treatment, we're happy to try and work with you to create a better outcome; however, LaserAway does not offer refunds for rendered services and cannot honor your request. 

• Initial Complaint

  Date:06/19/2024

  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.

  Promised services at a certain facility and then told later services were actually not offered and so I cancelled cause of the distance of other facility. Told that it would take 30 days before I get my money back. I keep getting text about rebooking. I have expressed that this is a scam. She should have known the service I needed was not available to me in the office.

  Business Response

  Date: 07/11/2024

  Hello,

  Thanks for reaching out. We're sorry to hear about your poor experience and troubles with cancelling your services. To confirm, you were fully refunded on June 14, 2024. If you have any other questions or concerns, please do not hesitate to contact us. 

• Initial Complaint

  Date:06/19/2024

  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 purchased a package of 6 treatments for $1,449. After 3 treatments, the facility stopped carrying the laser required for the treatment. I immediately requested a refund for the remaining balance. It has now been months with out the refund and multiple calls to inquire about this, all of which have been ignored. After much back and forth, they offered be a refund of $102 or a store credit of $725. They calculated this $102 by saying that the price of a single treatment is $449 so since I had 3 treatments there is only $102 remaining. However, I paid for the PACKAGE of treatments and they stopped providing the service. This is a deceptive and a money grab.

  Business Response

  Date: 07/11/2024

  Hello,

  Thanks for reaching out. According to our records, this was taken care of and you were refunded $724.00 for your unused treatments. If you have any other questions, please do not hesitate to reach out. 

• Initial Complaint

  Date:06/19/2024

  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 entered into a contract with LaserAway for up sell add on 12 hydro facials and 12 Clear + Brilliant sessions for 3200, financed through PatientFi. I have completed 4/10 of the Clear + Brilliant sessions from my current package of 2100 . Unfortunately, I have not seen the promised results. Instead, my skin condition has deteriorated, contrary to the expected improvements. Additionally, each session was supposed to include certain benefits, such as red light therapy, which I have not consistently received. My skins texture has worsened over time.Despite following the recommended protocols, the outcomes do not meet the standards that were promised at the time of signing the contract. I was sold on the promise of sebum removal, pore closure, and a red light special treatment. After my first hydro facial session, my skin broke out severely and has not improved since. The results advertised and the actual outcome have been vastly different.When I attempted to address these issues with LaserAway, I was informed that I cannot cancel my contract, even though my skin condition has worsened. I am requesting the cancellation of the remaining sessions and a refund for the unused services.Desired Resolution:I am requesting the cancellation of the remaining sessions for both the hydro facials and the Clear + Brilliant treatments for the upsell and a refund for the unused services. I believe this situation constitutes a misrepresentation of the services, and I am seeking a fair resolution through the cancellation of the financing contract with PatientFi as well.

  Business Response

  Date: 07/11/2024

  Hello,

  Thanks for reaching out. We spoke on 6/20/24 and were able to come to an agreement to downgrade your package and charge for the 1 Hydrafacial that you received. These changes were applied to your account. If you have any other questions/concerns, please let us know. 

• Initial Complaint

  Date:06/13/2024

  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.

  UGA or UAS as its affiliate funds and services the payment plans used for consumers to pay for expensive and ineffective laser treatment packages from Laseraway. UGA should be very aware at this point that Laseraway is deceiving consumers and using predatory and illegal practices to get them to agree to unnecessarily funding with third party lenders as there are numerous reports online discussing this exact scenario.Original debt was reported at $3,401.45 (original balance was $3,048). The current debt balance according to Omega RMS is $1,261.78. As stated by Laseraway on 02/11/2022 via email, the original contract was canceled and a $2,182 refund was issued to the credit balance under UGA. This should have brought the total to $1,219.45 ($867 from original balance). That alone is a $42.33 difference. In terms of services provided, I only went in for one treatment session and am failing to see how one treatment session came out to $867 when the total package is stated to account for 8 sessions at the price of $3,048. If we do the simple math of dividing $3,048 by 8 that would then come out to $381 for one session which is still far higher than the average compared to medical spas and doctors offering the same services by actual medically trained professionals within both the city of *********** and state of ***********Both Laseraway and UGA failed to adjust for fees/interest on the refund for unused services. *** then sold this account to a third party debt collector, Omega RMS, who continuously refused to conduct a proper investigation and verification of the amount of debt reported by UGA thus violating FCRA 1681s-2(b). To make matters worse, UGA - UAS as is their affiliate name, does not allow me to view or download the itemized statements I am entitled access to as a consumer, as per CFPA section 1033.