Complaints

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

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  LaserAway Medical Group

  307 S Robertson Blvd Beverly Hills, CA 90211-3602

  
• 

  LaserAway Medical Group

  11409 South St Cerritos, CA 90703-6600

  
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  LaserAway Medical Group

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

  
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  LaserAway Medical Group

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

  
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  LaserAway Medical Group

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

  

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

• Initial Complaint

  Date:05/02/2024

  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.

  On Saturday 4/27/24 I submitted an online inquiry about a dermatologic procedure similar to a facial. However I was unaware that the treatment was with laser at the time. They werent really clear on what type of treatment it is, but convinced me I was a good fit. Once I signed up for the treatment I contacted my doctor and ask if I would be a good candidate. She then notified me that it is best I wait to complete my treatment with her first before I proceed with any cosmetic treatment. I did not realize what I signed up for was with laser. I called LaserAway the next day (within 24 hours) to request cancellation and refund. The rep told me I had to do so with the person who signed me up. I asked to then speak with a manager. She proceeded to tell me the manager was busy and she would relay the message. I then emailed the person who signed me up for the treatment directly requesting cancellation. I attached a picture of that email. No one has gotten back to me. Please help.

  Business Response

  Date: 05/15/2024

  Hello,

  Thanks for reaching out to us. We're so sorry to hear about your difficulties getting in touch with us regarding your package. To confirm, this package was fully refunded already to your ***** The funds should have returned to your account by now. If you do not see them, please let me know and I'll look into this matter with our accounting team. 

• Initial Complaint

  Date:05/02/2024

  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 was sold a package for filler from laser away and when i went to get treatment the injector was very inexperienced and botched me. I had expressed concerns during the service but she told me this is how i was trained this is the only way we do it i was over injected in the wrong places as i suspected. I complained and asked for it to ne fixed by someone experienced or refunded and they immediately shut down all communication. I called, asked in person for help, emailed, texted and even submitted a review on ******* They refuse to even speak fo me and are keeping my $2500 hostage. I do not feel comfortable going back to this terrible business and trusting them with my health. They are scamming people.

  Business Response

  Date: 05/15/2024

  Hello,

  Thanks for reaching out. We're sorry to hear about your dissatisfaction. Upon review of your account, I saw that you met with one of our clinicians on 3/7/24 regarding your concerns but she was not able to appreciate anything abnormal visually. With neuromodulators, it is very common for patients to feel as if there is heaviness or droopiness after treatment which is why it is listed as a possible side effect. With time, the side effect will resolve on its own. 

  Since services are elective and have been rendered, LaserAway does not offer refunds for completed services. However, as discussed with ******* on 5/2/24, you were refunded for your unused services. 

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21655306
  
  I am rejecting this response because: This is a lie **** who was the next injector agreed that it was droopy and not done properly. She said she was escalating to a manager from which I never heard. **** abruptly left laser away as a company after my appointment so you would not be able to ask her so please do not lie. They did not refund me for unused services they over charged me for the Xeomin and refused that refund unless I put my health in the hands of one of their untrained clinicians again. My life is worth more than that. She would have gladly refunded me instore credit so i could have been botched and ignored again. Then she proceeded to cancel my filler without my consent knowing I was losing out on an extra $250 since I was talked into a package and signed up for over $500 extra in finance fees because ***** told me to lie about my income and expenses to get approved for the predatory financing which they did also not refund. They are scamming people and putting lives in danger. There is no management there and they are botching people look online all it takes is a ****** to see thousands of unhappy clients you all ignore!
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/03/2024

  Hello,

  The symptoms that you were experiencing are common occurrences with Botox and fillers. Again, our medical team fully observed your concerns but was not able to appreciate anything abnormal or incapable of being corrected to achieve your desired outcome. As with most procedures, results can vary and may take time. Touch *** are common needs with these sorts of treatments. If you're concerned, we're happy to bring you in and re-evaluate so we can try to better understand your dissatisfaction and see how we can better assist you. 

  ******* did clearly go over options with you prior to issuing your refund, but those options were declined since you were seeking a full refund. As advised then, LaserAway does not offer refunds for rendered services but refunded you for your unused services. 

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21655306
  
  I am rejecting this response because: its not okay to bully someone into returning to your location by threatening that the only way for me to have a refund is to go back there. It took months and many complaints, platforms, texts, calls, emails etc to even get anyone to reply. Why would I feel comfortable putting my safety in your hands yet again after being botched? When you are improperly injected and/or over injected there are no touch **** That would be adding to the problem. That is very scary you would suggest that. As a medical professional you should know you guys should have offered me special eye drops to help counteract the problem but everyone was ignoring me so that never happened! Stay away from this company this is very scary and if you search for their name you will see countless stories like this. They scam people and cover it up with a no refunds policy. Go see a doctor these people will ruin your face and body. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/30/2024

  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.

  this business has stolen my $299. it pressured me into buying and my dr says i cant get treatment until my medications are finished in a few months. in the state of hawaii contracts have 13 days to be voided. they refuse to refund. i have my phone calls with them recorded. i was also pressured and told by the sales lady ****** to "exaggerate my monthly income heavily"

  Business Response

  Date: 05/10/2024

  Hello,

  Our records indicate that you were fully refunded on 4/30/24 since no services were rendered. If you believe this to be an error, please let me know and I'm happy to look further into the matter. 

• Initial Complaint

  Date:04/29/2024

  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 October of 2022 I got the 70% of promotion which totaled out to $4800 with the discount. This was for laser removal for feet, legs, Brazilian, happy ****************** The ONLY reason I chose to go with them is because they offered 0% interest if paid in 24 months & 70% off which I thought was a killer deal but in comparison to other companies, is not. Instead of $138 I have been paying $205 monthly to pay off in the 24 months. UGA, their partnered lending company has been nothing but absolute h*** to work with and get help by. Their customer service is rude & they dont take ownership. I have had to re-set up my autopay 9 times(screenshots of proof included) within less than 2 years because it keeps turning off on their end, this has nothing to do with my bank account as all of my other autopay with other bills has been successful & through contacting my bank no issues on my end. One month it turned off and even after receiving an email confirmation that the funds were drafted, the funds indeed did not come out and they told me I lost the 0% interest promotion & that in order to get it back LaserAway would have to approve. In working with LaserAway who will not respond since December on this matter(screenshots included) they have said UGA has to approve it. This is so messy and back & forth. UGA pulled my credit score at 849! I am NOT one to miss a payment in my whole life and I can prove that there was nothing wrong with my bank account at the time of that autopay being turned off. After looking up **************************** reviews I found that another person had experienced the exact same thing. Now apart from the h*** with the financing situation, on my call where I decided to go with LA they told me 100% hair will be gone. My results are maybe 30% gone after all 8 treatments.

  Business Response

  Date: 05/15/2024

  Hello,

  Thanks for reaching out. We're sorry to hear about your difficulties with your contract. When it comes to your loan agreement, unfortunately LaserAway does not have any decision making power to forgive any interest or fees imposed by the lender, UGA. This is solely at the discretion of UGA so I recommend reaching out to them at *************. 

  In regards to laser hair removal, we typically suggest starting off with at least 8 treatments for the body and 10 treatments for facial areas. On average, patients may see up to 80% reduction but, as with most procedures, results may vary from person to person. For this reason, we offer a 55% discount on previously purchased areas (full package only) should a patient want to achieve more reduction or maintain their results. The fact that you have seen improvement is a good sign that treatment has been effective; however, you may be one of those people that simply responds more stubbornly to treatment. Please keep in mind there are many different factors that can affect results such as ethnicity, hormones, hair thickness, etc. to name a few. If you're interested in extending your package, I am happy to extend 2 free treatments with your maintenance package purchase to aid with your results. 

• Initial Complaint

  Date:04/27/2024

  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 December of 2023 I went to laser away to get some Botox and was offered if I wanted to open a credit line I said can I use my credit line for anything (lip filler , tattoo removal, Botox etc ) She said yes I said okay lets do it My credit line was opened for 3k dollars and I was able to use it right away That day I got 34 units of Botox resulting in 374$ They said I had to put 300$ down and the rest on the card I said thats fine So I payed the 300$ and awaited my bill of anywhere between 75-100$ lets say When the bill came they said I owed 170 I called the card company and they said I had a current owed balance of 3k dollars I said how if I only use 75$ The credit said laser away charged all 3k & to call laser away and asked to be credited bc thats not right I called laser they said they charge all 3k for any case I want something in the future I have those already paid for I said I dont want that, I wasnt too pleased with my service so I wasnt planning on going back They said thats how we do things I said you cant force me to pay a service that you hope I get and they said theyll call me back Every time they said theyll call me back Ive called plenty of times and theres never a solution Now my account is being sent to collections because I apparently owe about 600 in back pay I really want this resolved and closed out this was not right.

  Business Response

  Date: 05/15/2024

  Hello,

  Thanks for reaching out. It appears you spoke with one of our representatives on 5/7/24 regarding your account and were refunded for your unused units from your bank. 

• Initial Complaint

  Date:04/25/2024

  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.

  After scheduling an appointment and being informed by the receptionist that I had points available for a discount, I was quoted a total of $160. However, my credit card was charged over $1,800 instead. Despite my efforts to resolve this matter over the phone, I have not received a response. Consequently, I have contacted the credit card company and filed a formal report in order to address this discrepancy.

  Business Response

  Date: 05/10/2024

  Hello,

  Thanks for reaching out to us. Can you please provide more details as to what treatment you are referring to? I can see that you purchased two of the same package at different times: one in April 2023 and the other in April 2024. The later purchase was noted to be gifted to your wife, then it was noted a few days later you had changed your mind. Our records show that a partial refund was processed on 4/30/2024 for $1370.60 back to your lender. There was a charge of $504.00 because a service was rendered to your wife. 

  Additonal information would be appreciated so I can better assist you. 

• Initial Complaint

  Date:04/24/2024

  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 talked to someone today at ******** LaserAway for a consultation. The lady was very pushy in the initial consultation. After speaking with her, I decided I actually didnt need the service due to financial reasons. I can PatientFi to cancel the contract. They told me they found cancel and if I was given pushback just call them back. So I called laserAway back, and spoke to a random representative. She told me I could cancel and she will initiate it. Less than 30 mins I received a call from the rep at ************* laserAway stated the purchase was non refundable. PatientFi says as long as I have not used the services I can cancel and also the random rep said she initiated it. The Oklahoma City rep basically bullied me about saying it was no refundable and basically I would have to pay anyway. I have not had any services. I called again and no one is helping. The random rep informed the Oklahoma City rep and she keeps calling and texting me being very pushy and is not understanding I do not want the service. It states that the process takes ***** hours to initiate. It has not even be 10 hours. The lady was very rude and pushy. I need the contract cancel. Their reps are not helpful

  Business Response

  Date: 05/10/2024

  Hello,

  Thanks for reaching out. We're sorry to hear about your difficulty in canceling your package. To confirm, your purchase was fully refunded as of 4/8/2024. 

• Initial Complaint

  Date:04/22/2024

  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.

  Ive spent $3,544 on packages with LaserAway. Their poor business practices, failed communication and continued lack of customer care is unacceptable. Attached are my emails with customer support and below is a timeline of events.3/8/24 - spoke with ************************* (patient care coordinator) after scheduling issues with the eastside location. Appointment was cancelled due to an issue on the client side. No one called to reschedule my appointment and I called multiple times. After weeks of frustration I asked for a refund. She told me there was no money to reimburse b/c they would have to charge me for individual sessions. Note: their pricing does not allow for individual session purchases, only packages and Im about halfway through the packages. She offered partial store credit; I declined due to their continued unresponsiveness. She said she couldnt address the past and said my experience would be better in the future.3/14/24 - drove an hour round trip to the north/Domain location and was told the machine had been turned off. 30 minutes after my appointment time I couldnt wait anymore and asked ****** (medical coordinator) to follow up with me the next day. She knew I had a horrible experience prior to this appointment. No one called or followed up with me. 3/21/24 - reported issue to *******, patient care coordinator. Based in *******3/23/24 - ****** emails and said she could only help me with rescheduling. 3/24/24 - emailed ****** back the next day and I asked to be connected to a GM/Owner of the ****** location(s). No response.4/11/24 - I emailed ****** again. No response.4/22/24 - after weeks of no response from customer support I called ********************** at ************** and spoke with ****, was put on hold, call disconnected. I called back and was hung up on 4 times in a row. Called ************** and no one picked up. I then went to the eastside location during business hours and the door was locked with no one at the front desk.

  Business Response

  Date: 05/10/2024

  Hello,

  Thanks for reaching out to us. We're sorry to hear about your dissatisfaction with your experience. We'd love the opportunity to turn around your experience. Since services have been rendered, unfortunately your package is not eligible for a refund, only store credit. However, a representative will be reaching out to you to get you accommodated and will thoroughly document your account so that this does not occur again. We are also happy to extend a complimentary treatment as a courtesy for your troubles. This could be an additional treatment from your current package or a laser facial such as Instaglow or Hydrafacial. 

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21611665
  
  I am rejecting this response because:

  I exchanged multiple emails with ************************* a week ago (5/10/24). I understand I would get the most value from continuing treatments. What was promised in the BBB response was a complimentary service and I asked what the value was for each of those services so I can make a selection. 

  ****** went dark (again), hasnt responded or reached out to schedule anything since my last response. Is there anyone else I can work with other than ****** (*****) ******? Shes the one who didnt respond for seven weeks as mentioned in my original complaint. Shes not providing quality customer service.

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

  Business Response

  Date: 06/11/2024

  Hello,

  Yes, I am happy to communicate with you on this platform. I see that you are scheduled for an upcoming appointment on 6/17 and 6/19. Notes have been placed on your account to ensure we provide you with a great experience moving forward. 

  Each treatment is within the $500-600 range. Please let me know which option you would prefer so I may add it to your account. 

  Customer Answer

  Date: 06/11/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********.

  I will find this resolution satisfactory as long as they confirm a credit has been added my account for a hydrafacial ($500-$600 value). I hope they are committed to making sure my experience is a positive one going forward.

  Sincerely,
  Nadra

• Initial Complaint

  Date:04/20/2024

  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.

  Hello, I was searching for Laseraway and ended up receiving a call from them as soon as I signed up. They were on the phone with me when I decided to complete the paperwork. Unfortunately, they obtained my social security number, and I unwittingly signed up without realizing it was a scam. After researching online, I discovered that many others have also been scammed. When I tried to contact them to cancel, they informed me that I couldn't. I haven't received any services from them, and I'm worried because my social security number is now exposed. Please help me.

  Business Response

  Date: 05/10/2024

  Hello,

  Thanks for reaching out. Please be assured that LaserAway is not a scam, but rather one of the largest aesthetic providers within the country with over 145 locations and 18 years of experience. We're also an accredited BBB business. Upon my review, it appears that you willingly completed an application to finance a service package as well as provided your ID in order to proceed with these services. When applying for financing, we provide our patients with a link to complete this information on their own and choose their financing options so there is no way for our representatives to intervene in the matter or retrieve your personal information as it is only sent to the lenders which you applied to. 

  However, if you do not want to proceed with your services, we are happy to go over your options. Your original representative will be reaching out to you shortly.

• Initial Complaint

  Date:04/19/2024

  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 purchased a package in November 2022, for laser hair removal I was charged approximately $3000 for two body locations, upon researching I found out that I had been up, charged an extreme amount, and when I called back to cancel *********************************, the sales rep did not let me at that time. I did not know that I had the California's Home Solicitation Sales Act right, after my first treatment since she did not let me cancel I informed her that it was causing me harm and she said that it was fine. It was normal then after that there was a problem where one of the technicians was using her hands to touch my private area and not the tools they have there, which made me feel very uncomfortable, and I also mentioned it to them. when I had purchased the packages, ********************************* told me that it would be a total of 10 and after my eighth they said I was done and I would have to pay extra for more. I have been trying to get a hold of ********************************* for many months now and she will not take my phone calls when I call the phone number on file, they tell me someone will get back to me and they never do. They have all my calls recorded in their system.

  Business Response

  Date: 05/10/2024

  Hello,

  Thanks for reaching out to us! Our records indicate that you were charged $2394 for your package. If you permit me to do so, I am happy to send over a copy of your receipt which also specifies what areas were purchased and how many treatments were in your package. Also, so I may better assist you, is there a statement that you can provide me with so I can look into this with your lender?