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:06/10/2024

  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 reached out to Laseraway and inquired about pricing after seeing them on InstaGram. After speaking with a woman named ******* there, she quickly got started on many questions along with me uploading photos of the areas I wanted to address. She advised of a price of $1375.00, for the laser tightening of my neck and face. I agreed and then sent photos of my stomach, arms and front of my legs. Another quote was given and i made my appointment for services. After the nurse started on my face, the pain I felt from the procedure was horrible and did not let her continue on my neck and then cancelled my appointment to do my stomach, legs and arms. Cancelling the appointment was easy however, they pre-billed me for the treatments and it took over a week for ******* to remove the charges. She did keep a $2000, charge on there and said it was for my face. Untrue as I never agreed to that cost. I am willing to pay half of the original charged upon price for the laser on my face however, half of the $1375, which is $688, not the $2000, amount they want as that is not the price I was quoted. I have been continuously blown off by the salesperson, *******. This med spa truly thrives on bait and switch and is in the practice of charging the customer PRIOR TO any services being provided. I am seeing that clearly as I read through multiple online complaints about their business operating practices.

  Business Response

  Date: 07/16/2024

  Hello,

  Thanks for reaching out. We appreciate your feedback. Upon review, you were charged originally charged $2000 for Thermage face and neck but, due to the circumstances, were $1500 for Thermage on the face and refunded $500 for the unused neck area that you did not receive. Looking at the receipt, you were charged appropriately for your services; however, if you have any correspondence confirming the price point you are claiming, I am happy to review it for further consideration. 

• Initial Complaint

  Date:06/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  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,
  
  ***************************

  Business Response

  Date: 06/21/2024

  Hello,

  We spoke on 6/7/2024 and resolved this matter for you. As discussed, I refunded your purchase in full back to your lender. We appreciate your patience and understanding as we worked through this issue with you, and thank you for your valuable feedback. 

• Initial Complaint

  Date:06/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February laser away decided to discontinue a treatment that I had previously pre paid for. There was no notification to clients about this happening. So when I called to book it I was told they just dropped it and I would have to choose another treatment. I do not need a different treatment, plus I have already paid for other treatments. I was in contact with a manager. Was refunded for the most recent purchase, but still had a $2393.75 credit. I was then told I would be receiving a check for that amount and to wait 2-6 weeks. Months later I never received it. I was then told to contact a person in corporate who sent me one email saying to change it to another service. I emailed back saying I wanted a refund no response. Several attempts again no response. So I called the customer service. Was told that management would call in 72 hrs. No call. Called them again. This time he talked to his manager again said it would be marked as important and I would be contacted and they would provide me a refund. Past 72 hrs now and no contact. It is now June and have not received a refund.

  Business Response

  Date: 07/16/2024

  Hello,

  Thanks for reaching out. Upon review, one of our representatives were in touch with you last month regarding this issue and resent your refund via check, which was also expedited. If you have not yet received your refund, please email us at ******************************** so that we may further assist you. 

• Initial Complaint

  Date:06/03/2024

  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.

   
  Complaint: 21794316
  
  I am rejecting this response because:

   

  While I appreciate the refund being sent back to the credit company, this does not correct the great impact on my credit bureau because of your deceptive practices.  I thank you for the refund but still expect my credit bureau to be corrected.  This will mean that you need to contact the credit company Alpheon and correct your error, or provide me a notarized letter that clearly states your error and that I should not be held financially responsible for any of this money, and that your credit company needs to correct my bureau immediately.  As for the refund being processed on May 31st, I should have been notified of this at that time.  I only received an email 13 minutes ago!  I will wait for your letter or a confirmation of the repair of my credit bureau before I decide if I will still take other action.

  Sincerely,
  

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

  nce to look into it because I am in grad school. I then started to get constant collection calls from Alphaeon, along with mailed bills for missed payments. I then got a notification the last few days of May that my credit score had dropped due to a serious delinquency. I called Alphaeon and was told that I owed them $3040 and was 2 months past due. I spoke with the fraud department to tell them that the card was still in the mailing it came in and that I wasnt even expecting a card, and definitely had not used it. She said that since so had the card in my possession and had clicked yes on the consult call with LaserAway to apply for a payment plan, that it was not fraud and I owe them the $3040. I explained that Ive never even set foot in the LaserAway for an appointment and while I still wanted the treatment, that this was a deceitful way for both companies to do business. They refused to correct this and Laser Away says. I can only have their service and bad credit, thats it

  Business Response

  Date: 06/21/2024

  Hello,

  We're sorry to hear about your troubles and poor experience. To confirm, your refund was fully processed for $3000.00 on 5/31/2024. A copy of your receipt was also emailed to you in a separate email. 

  Business Response

  Date: 07/16/2024

  Hello,

  Thanks for reaching out. We're sorry to hear about your troubles with cancelling your package. Our refund policy is typically store credit only; however, since you did not receive any services, your package was fully refunded on 5/31/24.

• Initial Complaint

  Date:05/28/2024

  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 am writing to express my frustration and disappointment regarding the handling of my refund request. Due to severe and unforeseen circumstances, I am unable to use the services I paid for and am requesting a full refund.My mother has been diagnosed with cancer, requiring me to be out of the country to care for her. Additionally, I recently underwent dental surgery, further complicating my ability to use your services. Given these serious medical and financial burdens, my husband and I cannot accommodate any appointments now or in the foreseeable future.Despite explaining my situation to your representative, I was only offered store credit. This is completely unacceptable, as I have not even activated my Alphaeon card or scheduled any appointments. Offering store credit under these circumstances is neither fair nor reasonable.I am demanding a full refund for the unused services. Given the exceptional nature of my situation, I expect LaserAway to act with compassion and fairness.Thank you for your prompt attention to this matter. I look forward to a swift and satisfactory resolution.

  Business Response

  Date: 06/21/2024

  Hello,

  Thanks for reaching out. I am sorry to hear about your personal troubles as well as difficulties in altering your package. While our refund policy does state store credit only, we did make an exception and provide you with a price adjustment to reflect the charge for your service rendered on 6/11/2024. Please note that since you are breaking the initial package, the charge would reflect our standard price per treatment. As of 5/30/24, you were refunded $448.50. See receipt here: ******************************************************************

• Initial Complaint

  Date:05/28/2024

  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.

   
  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,
  
  *********************h ancestry. I explained that my mother, grandmother, and several aunts had all received the same treatment (not at LaserAway) and that it had worked for them. After this, they did not have any more information or solutions.My second issue is with the fraudulent way they handled my bill. The LaserAway Sales Associate said that the 6 additional treatments would cost around $1,400. She then told me that I could be set up on a payment plan and have this paid off within 24 months (5/1/2024) with 0% interest. She said my monthly bill would be around $48. They then set up my payment plan with a lender called GreenSky and all I had to do was sign.This month I noticed that I was still making automatic payments to GreenSky, even though the 24 months that were promised had passed. I had been paying over $600 just in interest and still had over $900 to go before my bill was completely paid off, which means this was going to be over $2,300 more than what the associate said it would cost.

  Business Response

  Date: 06/21/2024

  Hello,

  We spoke on 6/3/2024 and were able to come to an agreement. As discussed, you were refunded $400.00 to reflect the original charge as discussed. A check refund request was submitted on your behalf. 

• Initial Complaint

  Date:05/28/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  From: ****** <

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

  >
  Sent: Friday, May 31, 2024 12:58 PM
  To:

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

  
  Subject: LaserAway
  
  I spoke with the company and they have cancelled my appointment and issued a
  refund. I have contacted my bank and it is pending at this time. They said
  it could take up to 7 days to be posted into my account.
  
  Thank you for your help with this matter.
  
  *************************

  Business Response

  Date: 06/21/2024

  Hello,

  Thanks for bringing your concerns to our attention. From the information provided, it was unclear what you were concerned about or what made you want to cancel your package. If you could please provide more detail and feedback, I would be happy to directly address your concerns. However, as requested, your refund was processed on 5/30/24 back to your credit card. A copy of your receipt was also emailed to you in a separate email. 

  Customer Answer

  Date: 06/29/2024

   
  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:05/27/2024

  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 2022 Dec, I purchased 2 full-face Thermage sessions at LaserAway.I used my first session in 2022 Dec at the ************* location, it was great, no complaints.2024 March 8th, I called to book an appointment for my 2nd session and was booked for Apr 27th at the ********** location.Probably a day before the session, they called me and said there was a 'shortage of nurses' and had to reschedule my service and would call me back. I waited for them for a few days, no call. So I called them - 2 calls led no where and my 3rd call finally landed me an appointment on May 27th, 2024.On May 26th, 2024 6:03 PM ET, they texted me again, claiming the nurse scheduled for 5/27 appointment is not trained for ******** and asked me to call them ASAP. I called at 6:04 PM and one who picked up the call told me they closed at 6 PM :).On 5/27 I called them again at 12pm and was told the front desk hadn't arrived.During the process, the staff showed ZERO gesture of apology. And the calendar management and customer experience are a ****** have 2 requests for LaserAway:1) Get my appoint booked ASAP and NO cancellation for a 3rd time 2) Management team should email me to apologize for the bad customer service

  Business Response

  Date: 06/21/2024

  Hello,

  Thanks for bringing this matter to our attention. We're truly sorry to hear about your experience and troubles with scheduling. We appreciate your candid feedback and will work on this with the team to provide our patients with a great experience. Upon reviewing your account, I saw we were finally able to get you accommodated and treated on 6/11/2024. Please let me know if there is anything else I may assist you with. 

• Initial Complaint

  Date:05/25/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  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,
  
  *********************** for some reason. For about a month or so, I have been given the run around with Laseraway and the financing company PatientFi, but mainly LaserAway. At one point LA was blaming PatientFi and saying they were holding my money and couldnt refund anything to me. As of recent, LA is trying to now say that I owe them money for the free service I received when that was not the agreement nor was this mentioned at the initial time of asking for the refund. When I call LA and ask to speak to corporate or a manager I am told they will send an email and I can expect a response in 48hours. There is no direct line to speak to anyone to rectify the issue and my money is being held for no true justifiable reason. It seems that now LA is wanting to change the rules even though they offered the free service and initially agreed to the full refund.

  Business Response

  Date: 06/21/2024

  Hello,

  Thanks for bringing your concerns to our attention. Upon review, it seems that you were able to connect with one our representatives, *******, to discuss your concerns, and she was able to rectify the matter on 5/28/2024. If there are any remaining concerns, please let me know.