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

  
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  LaserAway Medical Group

  810 Francisco St Los Angeles, CA 90017-2530

  
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  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:03/09/2025

  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.

  My name is ****** ******, I came to Laserway ending of November 2024 to help with my dark spots, I asked them if it doesnt work, if there was penalty for cancellation because they gave me 3500$ instead of 5000$ when I signed because they had a 30% off at the time and thats why I called to start with, the lady said No, I do the treatment once, it dont work for my face, I started breaking out again, I do it again and it got worse, my dermatologist recommends I stop the treatment, I call laser away and they increase the payment from the original price we agreed on to $1050 per session, making it 2300 for something that never worked for me, I tried calling them and the bank ********************* that they had me with, everyone was mean, lied to me, kept telling me someone from corporate was going to call me and no one did, took 101 points off my credit, ************* *** was making fun of me when I asked them why they charged such high rates, I feel abused, used, betrayed and charged, all for something that made my face worse, please help me, I am reaching out to you, experian, Equifax, transunion, because Im being charged late fees, penalties, 32.8 percent rate when my credit was 668 when I applied for this, that is an illegal rate charge, please I am begging, HELP ME, HELP ME, HELP ME

  Business Response

  Date: 03/19/2025

  Hello, 

  Thank you for reaching out to us. We're sorry to hear that the treatment was not as you anticipated. We understand that not every treatment may be fitting for every person, so we do offer many options when to comes to patients wanting to change their current treatment plan. Typically, our return policy is store credit only as listed in our consent forms, which was also an option to you. However, in some cases, we do offer the option to cancel altogether if the purchase is under one year old. Your original purchase included a special package discount for multiple treatments vs our standard per treatment (a la carte) pricing for these services. Since you did not complete your package, your purchase no longer qualifies for a package discount. Instead, your refund is calculated based on our standard per treatment pricing - the same price as all customers who purchase individual treatments. 

  You received (2) treatments at $1190 per treatment which equaled a total charge $2380. You originally paid $3750 so that would provide you with the total refund of $1370. At this time, there is no additional amount to refund and all that is owed has been returned. 

• Initial Complaint

  Date:03/08/2025

  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 made the greatest mistake of my life signing up with this company. I was signed up for a 6 package plan and when I expressed that I no longer wanted the plan no one responded to me. Then when I used one service I did not have a great experience at all and left a bad review. I reached out to multiple people for a reduction in the plan but no one allowed me to, stating that I am only allowed to have store credit. It is impossible to reach someone from their corporate office. They are absolutely scam artists and I want no further business with them. I would appreciate it if you can help me get a refund for the remaining services I have not used!

• Initial Complaint

  Date:03/07/2025

  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 was interested in laser hair removal and got an ad for LaserAway. After looking on there website for prices I put my email and phone number in and they called me non stop until I set up a phone **nsultation. During my phone **nsultation I was really only interested in the pricing. The pricing looked good so I opted to **ntinue. ******* was the sales person working with me. She sent over several links to me via text to fill out. I was told all I had to do was scroll through and accept. I was told they had a monthly payment plan which sounds great. Thinking it was like a membership that I paid to Laseraway but it wasnt until after I filled out the form that she informed me it wasnt until after for Alphaeon credit card and was essentially a loan. Next thing I know Im getting emails saying there was a hard check on my credit which has since effected my credit s**re. I felt slightly un**mfortable but proceeded. Once I got off the phone with ******* I checked my email for **nfirmations. I never received any **py of the ** tracts that I sign and still cant find what I signed. The only email I have gotten were appointment **nfirmation and instructions for my appointments. After thinking about it some more and more research I decided I wasnt **mfortable with going through with this so I called LaserAway customer service to cancel. They said they would escalate my **ncern to the finance department. I also text the sales representative ******* and told her I would like to cancel. Within se**nds she called me and told me I **uldnt cancel and if I did it would be for store credit. She **ntinued the pressure me into sticking with it and I went along with it because she was very pushy. Later that night I called and closed my ac**unt with Alphaeon and LaserAway. I called customer service to ensure my ac**unt was closed they said my sales representative would have to cancel. The next day after several calls/texts I have heard nothing from the **mpany.

  Business Response

  Date: 06/09/2025

  Hello,

  We're sorry to hear about your poor experience. As of 3/10/25, we can confirm this matter was resolved and that you were fully refunded for your unused purchase. We apologize for the troubles you encountered in trying to cancel your unused package, and hope that we may be able to have a chance to work with you again in the future and turn around your experience. 

• Initial Complaint

  Date:03/05/2025

  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 sold me a set of services over the phone, including laser hair removal for face and neck. The salesperson negotiated that since I didnt need the full face service, he would include the neck (as opposed to me paying for full face and neck as two separate services). I did this exact service combination in years prior. This year, I already had one appointment where the business honored this service. Today, I came in for my next regular service as agreed upon and was denied the service, because in their system, it only says full face and does not include the neck. They asked me to pay more money to include the neck, which I refused. I asked them to look at their records of my last appointment, which they said do not exist. I paid upfront for a service that is now being denied to me.

  Business Response

  Date: 03/28/2025

  Hello,

  Thanks for reaching out to us. When purchasing a package, the receipt will specify the treatment area(s) on your receipt. Upon review of your receipt, the package does specifically say "face" only with no mention of neck included on the receipt. Of course, if you have any correspondence showing that you were promised otherwise, I am happy to review it and take it into further consideration. However, at this time, I may only extend full face since that is what your receipt states. For your reference, I've included a link to your original receipt: **********************************************************************************.

• Initial Complaint

  Date:03/05/2025

  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.

  When purchasing a ****** package, Laser Away offered to become Premium Member for an additional fee. This membership promised a $200 Birthday Discount for my birthday. When I joined, I did not receive any paper work with fine print to let me know that this $200 had to be used only during the month of January. I DID NOT receive any emails or texts reminding me of this bonus during the month of January, so I just assumed that it would be added to my balance. I did receive an email in January for a $75 discount, but I disregarded it since I thought it was spam, since I was expecting a $200 one.When asked to redeem, they said they would not honor it. I called the corporate number 3 times asking for a supervisor to return my call, and no one ever called back. At one point, one of the agents was extremely immature, was rude, and hung up on me. I complained about this as well, but again, did not get any call back from any ************* my opinion, this is not the way to do business, and because of this incident, I will not be purchasing anything from them again. I do feel that they should honor the $200, since this is what was promised at the time of purchase.

  Business Response

  Date: 03/28/2025

  Hello,

  Thank you for reaching out to us. We're very sorry to hear about the confusion surrounding your membership.

  When a patient signs up for our LaserLove Premium membership, we send a welcome email which goes over all the benefits of the membership as well as the parameters. In the welcome email, it does state at the bottom that the $200 discount is only applicable during your birthday month. We also send an email 7 days before your birthday reminding you of your birthday discount and also state in that email that the discount is to use during your birthday month. 

  Unfortunately, given these notifications, we are unable to extend the discount since your birthday month has now passed. 

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23024369
  
  I am rejecting this response because: In this case, Laser Away never actually sent me a "Welcome Letter" with any of these notifications. I even had to ask for a receipt, showing me what I had actually purchased. I also, DID NOT receive an email for my birthday, reminding me that the $200 were available to use that month. I received an email AFTER my birthday, stating that I was being give $75 in credit. This was very poor communication on the part of the business, as they ******* you with all other unnecessary emails and texts, trying to sell you their services.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 06/10/2025

  Hello,

  Thanks for reaching out to us. Unfortunately, LaserAway cannot extend any Birthday discounts as they are only valid during one's birthday month. We do have recurring promotions that you are welcome to take advantage of and combine with your LaserLove benefits, but the policies surrounding LaserLove are firm. 

• Initial Complaint

  Date:03/03/2025

  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.

  I initially enrolled in a package with LaserAway for $162 per month. Shortly after signing up, I was presented with an advertisement for an upgrade to a full-body package for only $103 per month during my appointment. Trusting this offer, I proceeded with the upgrade. However, this decision led to significant confusion and financial issues.When I went to my first appointment, the staff presented me with the option for a full-body upgrade but failed to clarify that this would result in a separate payment. I was under the impression that the upgraded package would be the only payment I would need to make for the full-body treatment; however, this was not disclosed. This lack of transparency regarding the additional costs contributed to the misunderstanding and frustration I experienced.Weeks later, I began receiving payment requests from two different lenders: one for the original $162 package and another for the newly upgraded $103 package. Concerned about the discrepancies, I contacted LaserAway for clarification. Unfortunately, before my next scheduled appointment, I was informed that my appointments had been canceled, and both accounts had been refunded without my consent.The only resolution presented to me was to reapply for a new package while still being obligated to pay the remaining balance on the original package. As it stands, I am responsible for monthly payments of $162.25, even though I have only received one treatment. LaserAway has stated that I am responsible for the cost of that treatment, despite the initial breakdown of the package, which presented two body parts as free, indicating that I should only be paying for one.After all of this, I am not satisfied with the way that LaserAway has handled my situation. Rather than assisting me with my current package, they pressured me to sign for another package. Additionally, they indicated that they could not reopen my original package since it has been refunded by the lender.

• Initial Complaint

  Date:03/03/2025

  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 was getting a facial laser treatment for several months back in 2023, I got sick the month of Dec 2023, had to cancel my treatments for few months, after that I tried to contact them again but without no respond. after I kind of forgot and tried to ***l again but they started stolen time telling that they will ***l me back without no respond again. I ask them why I was not getting a phone ***l back and ask them to have their supervisor ***l me and again time when by without no results. spoke with someone again and again telling they will ***l me back. I spoke with one of them about 1 month ago again they said they were very sorry but this time for sure someone will ***l me back. again no phone *** or nor mail or email respond at all. I ***led again today March 1st 2025 at 11:24am spoke with a Laser *** she told me that actually it show on her notes that I had to continue the treatment or get store credit that no reimbursement will be giving when I actually I was told one of the times that they will be giving me the credit, they even confirm my credit card information but nothing happen and now they are saying no reimbursement will be giving.

• Initial Complaint

  Date:03/01/2025

  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 need to file a complaint against Laser Away regarding a Thermage treatment I received on 4/11/2024 on my face and neck at the **************** location with **** *., NP. The package included a two-for-one deal. I decided to invest in a non-invasive treatment, advertised on their website as Thermage FLX: tightened skin, smooths wrinkles and produces meaningful, long-lasting results in just one treatment, no surgery required.I had a consultation with a nurse who stated these results would boost collagen and be most noticeable 6 to 9 months after treatment. I was very excited to see these results during these months. Unfortunately, no improvement was noticed.With hesitation, I booked a second Thermage treatment on 2/13/25 with ***** *., RN. When I mentioned my disappointment with the previous results, she suggested comparing pictures from the two dates. It was evident, even for a non-clinician, that the aging process had not stopped; the 2/13/25 pictures showed more sagging despite facial fillers in the nasolabial fold.***** apologized and said she would talk to her manager. On 2/16/25, a manager called offering a 40% discount on a microneedling treatment. I declined, asking instead to speak with a higher manager. No one reached out. After calling ************ on 2/25/25 and 2/28/25, I requested a refund for the $3000 treatment that didnt work.*****, who called on 2/28/25, was condescending and insisted my treatment was successful, despite lacking a healthcare background. He argued against my complaint, but the pictures dont lie. This mistreatment and false advertising have to stop. I am still paying monthly for a treatment that was falsely advertised or possibly executed with a defective machine.

  Business Response

  Date: 03/06/2025

  Hello,

  Thanks for reaching out to us. On the day of the second treatment, realistic expectations of the treatment were discussed. ***** ******** communicated the advantage to doing the second thermage treatment, in addition to other services, like Potenza.  Thermage is a treatment studied and performed around the world, but it only addresses a few aspects of skin fitness.  ***** discussed other treatments, but had a difficult time communicating with the patient, as her negative responses were presented in a way that was not in line with what ***** was providing. The patient continued to discuss these ideas with thefront desk, and they eventually brought in our patient services *** to relay what ***** recalled from he discussion. The patient is a great candidate for thermage, but  additional treatments, and other types of treatments, will help further the progress.  The patients goals may not be in line with any energy-based dermatology solutions, but our treatments will absolutely be helpful if performed as indicated.  There is also progress noted in the photos so far, and this was presented to the patient.

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23005804
  
  I am rejecting this response because the expensive treatment I went under did not work.
  I refuse to accept Laser Aways response. I demand a full refund of the $3000 I borrowed for a procedure that proved completely ineffective in stimulating collagen production, as clearly evidenced by the before and after photos. Instead of addressing my concerns with proper customer service, ********************** has resorted to dismissing and attacking its clients, portraying us as aggressivea tactic echoed in numerous customer complaints. I am urging the ********************** to protect consumers like myself and hold Laser Away accountable for their misleading practices.

  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:02/27/2025

  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.

  went for a consultation and they took pictures and everything, I gave them my credit card to start treatment then the day of the appointment they stated that I was not a candidate for treatment yet they charge my credit card and until this day have not returned the money, why this place didn't tell me from the day of consultation that i was not a candidate, the first day of my consultation i went with my husband and they did not call me or anything i went for my appointment and then they tell me no and took my money

  Business Response

  Date: 03/05/2025

  Hello, 

  Thank you for reaching out to us. We are truly apologetic for your experience. With CoolSculpting, many patients may be candidates but then once the tissue is assessed in person, we're able to get a better understanding of their candidacy for treatment. In your case, the tissue was more visceral than adipose, pinchable tissue. Since this was discovered, our clinical team felt it was best to turn you away for treatment. You may be considered a candidate in the future with continued diet and exercise. 

  Regarding your refund, we truly apologize for the delay and are looking into why this was not handled immediately. I can confirm that you were fully refunded on 1/14/2025 to your lender so there should not be any outstanding balance owed. If you need any further assistance, please let us know. 

• Initial Complaint

  Date:02/26/2025

  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.

  My name is ****** *****-******* Date of transaction: December 27, 2024 Location: Laseraway, *************************************************************** Issue: I paid $1,400 in December.They scheduled my appointment one month earlier stating that was the first date available which was January 26, 2025.They cancelled that appointment--the same day!Then rescheduled me for February and cancelled that appointment the same day as well.Since February 8th, I have made every attempt to speak with someone regarding my concerns and regarding a refund, but NOBODY has contacted me. I called their main number three times, each time I was told someone would contact me within 48 hours. I also emailed them.I am filing a complaint out of frustration that for the last three weeks nobody has attempted to contact me to discuss my concerns!I am requesting help in resolving my issue because Laseraway refuses to contact me. So, I am hoping you can convince someone from that company to contact me?Anything you can do to help would be much appreciated.

  Business Response

  Date: 03/05/2025

  Hello,

  Thank you for reaching out to us. We sincerely apologize for your poor experience and the troubles you have encountered trying to reschedule/alter your current treatment plan. After carefully reviewing your account, it appears a representative was able to get in touch with you and issued you a full refund for your unused package on 2/27/25. If you should need any further assistance, please feel free to respond to this complaint or email ********************************* and we'll be happy to assist you.