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:03/31/2024

  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 contacted by ***** about purchasing a package at LaserAway and on the phone call she was very pushy to begin with. I ended up inputting my informations and signing up for ******* credit but did not finish the whole sign up process. ***** kept pushing me to be on the line and finished but I really had to go and said I would finish them later. Then after thinking and reading reviews online, I decided to not go through with it so I did not complete the signing up process. I thought it was the end of it because I was not fully signed up. But in March, I received a bank statement from Alpheon that I owed $1,500+ from LaserAway. I have never started a treatment here nor have I completed the signing up process. The fact that they precharge a treatment before it even started is unethical practice. I called LaserAway to resolve this and they said they would get ***** to contact me, who never did. I called them again, and they said since ***** hasn't contacted me they would have to transfer this case to the ********************* Since then, nobody have contacted me. They said they wanted to confirm everything, but I already told them by me personally calling to cancel and requesting a refund, what is more to confirm about? I don't know why they make the refund process so difficult even when customer is not getting any service. It seemed like they want to hold on to the money as long as possible. I also emailed them with no response. I checked again and now the balance raised to $2,542. After this incidents, I have found threads with multiple people who got into the same situation as I did and LaserAway used the same method to dodge the refund for as long as they could. Only people who take more extensive measures did get back their refunds. This is a shady business and more people should be aware of.

  Business Response

  Date: 04/08/2024

  Hello,

  Thanks for reaching out to us. Our refund policy is typically store credit only and can be found in your consents as well as on our website. However, since no services were rendered, we have fully refunded your purchase as of 4/3/2024. Please allow 5-7 business days for the funds to reflect if they have not already done so. 

• Initial Complaint

  Date:03/27/2024

  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 address concerns regarding the tattoo removal services I have received. After 20 sessions, the expected results, particularly the removal of black ink, have not been met. I have also experienced pain, burning, and scarring, which Ive been advised should not occur with proper treatment.Despite my commitment to the process and adherence to a healthy lifestyle, the lack of progress is disheartening. I kindly request a detailed explanation of the charges for my first package, as previous attempts to obtain this information have been unsuccessful.Given these circumstances, I am seeking a refund or an equitable settlement. I am open to discussing this matter further to reach a satisfactory resolution.Thank you for your attention to this important matter.

  Business Response

  Date: 04/08/2024

  Hello,

  We're sorry to hear you're dissatisfied with results. Upon review, although partially visible, your tattoo has achieved a noticeable improvement and reduction in ink. Since tattoos were meant to be permanent, the removal process can take time and patience as there are multiple factors that can affect results. For this reason, LaserAway can only provide estimates on how many treatments we suggest but cannot guarantee any specific number or result. This is also listed in your consents prior to treatment. Our goal with treatment is improvement which we've definitely seen with your tattoo. Unfortunately, LaserAway does not offer refunds on rendered services, but we're happy to work with you if you'd like to continue treatment.

• Initial Complaint

  Date:03/26/2024

  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.

  I purchased a LaserLove Premium membership along with several laser hair removal packages. The laser hair removal service was great. With the premium membership I was supposed to receive a free Clear + Brilliant facial treatment. When I left the appointment I bought a Clear + Brilliant package and tried to cancel a couple of days later due to a bad reaction to the facial. I spent weeks calling customer service, receiving no call back, being told my issue was escalated, etc. Finally I received an email saying that I would be refunded for the package amount minus the one facial I had received. I responded to the email that the facial received was supposed to be free with the premium membership package and sent a highlighted screenshot from their website indicating the benefits of the package. No response was received. I called customer service several times and again was told it was escalated and I would receive a call back in ***** hours. A call never came. Ive emailed and called each dozens of times with no resolution. I can never get anyone on the phone that can actually help resolve the issue. Every time you call it takes you to a call center and they just put notes in the file. Nobody ever responds to emails either. At this point I just want to be refunded for the free clear + brilliant facial I was supposed to receive as part of the preferred client package I purchased. The lack of responsiveness and customer service is insanely horrible.

  Business Response

  Date: 04/08/2024

  Hello,

  This was resolved and refunded as of 3/27/24.

  Customer Answer

  Date: 04/09/2024

   
  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:03/26/2024

  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 went there 9/29/23 - i found by ******* I asked them if they were doing laser to erase fine lines. They said yes and I was there and I spoke with ****** and she told me - ok you have to take off all your makeup and I did and she said they would only work on 1/2 of the face - that did not make any sense. She said we do only 1/2 of the face and then I said why only 1/2 of the face. She charged $2994 on my cc telling me that she would do laser treatment - that day they did a treatment but I know it was not laser because laser is supposed to burn your skin and erase your marks or scars. I had laser training in *********, They said it would *********** months to see results and verbally guaranteed a refund if did not work I cancelled before 2nd appointment but NO REFUND.

  Business Response

  Date: 04/08/2024

  Hello,

  Thanks for reaching out. Upon review, I could not find any report or record of an adverse reaction to treatment. However, it appears you recently reached out to request a refund but were advised that you were not eligible for a refund given you purchased a BOGO free offer and rendered a service so only the free treatment remained on file. 

  If you're concerned and have experienced an reaction, we're happy to assess you. However, as previously mentioned, your purchase is not eligible for a refund. 

• Initial Complaint

  Date:03/20/2024

  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.

  Im just fell for the phone consultation sales situation and have had 1 thing done. When I got my bill ?? t was for thousands of dollars that I didnt realize the girl was charging to my account. I called to cancel and they were ******* than rude. Thats when I found out about all the extras that she added on and gave me a good ***l. Flabbergasted. The initial call was so fast and numbers were thrown around. Im trying to cancel all other services and get my account refunded. This feels like borderline fraud/robbery. Especially seeing the backside of their customer service.Due to emergency surgery I had to reschedule an appointment and they double booked services and had to reschedule one as they couldnt be done less than 2 weeks apart. When I started my cancellation request the *** told me I was a horrible client with multiple no shows in n appointments! He told me they put that down NO MATTER why an appointment was changed. THEN they use it against you. The lady *** told me she was charged for 3 sessions of one service because 1 wouldnt be worth it. These are $1500 each! Can you say FRAUDULENT? Our initial call was so fast and confusing I had no time *** she was racking up a multi thousand dollar bill to my credit! I want my account cancelled and a refund on all services not rendered (I had 1 prior to seeing my bill). My credit card company is working to assist, but the male *** (***) threatened me saying the credit card Account Rep. will just pretend to help me then LaserAway will just send me a rejection letter. This is the most disgusting and dishonest company Ive ever ***lt with on n all my life.

  Business Response

  Date: 04/08/2024

  Hello,

  As of 4/1/24, you were refunded for your unused services as a result of disputing with your lender.

• Initial Complaint

  Date:03/20/2024

  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.

  When I first inquired and looked into LaserAway services I was mislead regarding my payment plan. I was told repeatedly by the sales rep that there would be no interest applied and I can make payments toward my package and easily pay it off in a year. I have only been receiving services for my legs, arms and underarms as well as bikini. There are areas that I am not receiving services for and it looks like I am being charged for that as well. I am paying the minimum each month and have contacted laseraway to inquire further about my cost breakdown. They said they would return my calls the same day and I have not heard back from the call or text. I am requesting a refund for the remainder of my services since the business has been non-responsive, confusing and dishonest with payment plans.

  Business Response

  Date: 04/08/2024

  Hello,

  Upon reviewing your profile, it appears you have rendered services for all of your purchased areas. Since services were rendered, our policy is store credit only. If you'd like to discontinue any services for a certain area, we are happy to review your account and provide the comparable value of your unused services in store credit, if applicable. 

  Customer Answer

  Date: 04/09/2024

   
  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:03/19/2024

  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 spoke to LaserAway on the phone about Laser Tattoo Removal. As I was on the phone with them the convinced me to sign up for this treatment package and sign up for a payment plan. I spoke to the clinician and the loan was signed on the phone. I have an autoimmune disease. I got my first treatment, and afterwards I had a negative reaction, an immune response to the treatment. I wasnt sure what the protocol was so instead of reaching out about it I just waited to book another appointment, which I still have not gotten another treatment. I go in asking to cancel the payment plan and they said since I already got one treatment I would not be able to get a refund and their policy states they do not provide refunds. But how was I suppose to know it would cause a reaction if it was my first time? They said that even with the medical issue, the most they can do is offer me store credit for treatments I most likely can not have or want. They are making me pay for unused services and telling me their hands are tied when it is not true.

  Business Response

  Date: 04/08/2024

  Hello,

  Thanks for reaching out to us. We're sorry to hear about your experience. However, upon review, it does not appear that you reported this adverse reaction to our medical team. If you're still concerned, please contact us immediately to schedule an in-person assessment.

  If you're unable to proceed with tattoo removal, we are happy to provide a store credit in the comparable value for your unused services to be used toward a different service or product that we offer. Your store credit does not expire and can be used at any LaserAway location nationwide. Our refund policy can be found in your general consent forms as well as on our website. 

• Initial Complaint

  Date:03/19/2024

  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.

  Last September, I had requested more information about laser hair removal and lip filler. After getting the quote and signed up to talk to the nurse who would give me more information, I mistakenly signed up for a treatment plan due to an insane amount of phone calls continueing to ask me. Since then, I found out that I had agreed to a full payment plan and that they would be taking out a loan for me to start treatment without sending any documentation or confirmation. I have not got any services from them nor have I received any documents from September stating that I had a loan needing payment. I have continued to call and call to get a refund and for the loan to be terminated since I haven't received any services and have a $1,600 loan I wasn't informed about. I made the mistake of agreeing without doing enough research. I have called them various times and when I was able to reach someone, she completely harassed me over the phone saying that "well if you were smart enough, then you would know what a bill is and that you have to use money to pay bills. If you want to be able to buy a house and a car in the future, I would recommend paying this loan and book an appointment for treatment." I have called and called asking for proof that these documents were signed and would like them sent over to me but I have gotten excuse after excuse and have been told various times that I will be receiving a call about a refund and still haven't after several weeks of attempting to contact them.

  Business Response

  Date: 04/08/2024

  Hello,

  We're sorry to hear about your difficulties with getting in touch with us. ****** will be reaching out to you tomorrow to review your options. If you do not hear from her within ***** hrs, please let me know.

• Initial Complaint

  Date:03/18/2024

  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 had an appointment for March 11th. I had numbing cream put on me and then was not eligible for a treatment. After the cream had numbed my face they took it off and didnt perform a procedure and I was sent home numb. Prior to my appointment they told me I could fill out a credit application for the treatment. LaserAway was paid the funds for a treatment I no longer qualify for. The refuse to return the funds. I did not receive treatments! They are stating since I am not eligible for that treatment I have to choose another treatment. I dont want any of the other services they offer. Since Im not eligible for the service I came in for they refuse to return the funding and are making me get other treatments. This is extremely unethical. They refuse to cancel my appointments and continue to offer me services so I can spend the credit they were issued. For health reasons which they agree I am not elligible for tue treatments. I want cannot believe they are making me get a treatment which could potentially be damaging to my health and refusing to let me consult with a doctor. When I asked to talk to a doctor they told me I couldnt talk to one. I stated multiple times I felt uncomfortable and refuse treatment. The lady told me she cannot connect me to a doctor but she googled my symptoms and I was clear. I told her the lack medical advice and my pre existing conditions do not qualify me! She keeps telling me Im okay *** cant cancel. Im losing sleep over this and its affecting my life. I do not want your treatments. I am not a candidate and that should have been established before you numbed my face.

  Business Response

  Date: 04/08/2024

  Hello,

  We're sorry to hear about your troubles in getting in touch with us. Since services were unrendered, we've fully refunded your purchase as of 3/22/24. A copy of your receipt was emailed to you for your records. 

• Initial Complaint

  Date:03/18/2024

  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 called into Laser Away on February 25th 2022 asking for more information about a Cool Sculpting weight loss treatment they offer to prepare for my wedding that was in April of 2022.I told the sales representative my wedding date was in two months. She was very pushy and aggressive with her sales, as I am guessing their pay is commision based. She had told me I would need multiple treatments to get results and that I should purchase a package of 14 applicators, which was priced at $8349.00. I told the representative it was too high of a price for me, and she pushed signing up for a loan their company offers.I agreed as I was told that I could complete all of the sessions before my wedding. After coming in for the first session I was told by staff that I would need to wait 2-4 months before booking my next appointment. Since my wedding was in two months, I was only able to complete one section on each body part I purchased treatments for and saw no results. I was now stuck with over $8000 of treatments.Shortly after my wedding I got pregnant and was dealing with multiple medical issues including severe post partum depression. I did not have the physical or mental capacity to file a complaint. I contacted laser away at the end of last year and they gave me a regional number to call. I left multiple voicemails and never got a response. I am hoping Laser Away will offer me a refund on this purchase as it was sold to me under false information. I have been a loyal customer for many years and have purchased other services from them, but this particular situation and sales representative showed dishonest and misleading business practises.

  Business Response

  Date: 04/08/2024

  Hello,

  Thanks for reaching out to us. Since your services were purchased over 1 year ago, LaserAway's policy is store credit only. If you're unable to proceed with your originally intended services, that's totally OK. We may easily exchange them for a different service or product that we offer. Please be assured your store credit does not expire and can be used at any LaserAway location nationwide. You may also gift your store credit to a family member or friend.

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21451063
  
  I am rejecting this response because I am currently still paying off the loan for these services that I was sold under false pretenses. At this point I am asking for a refund in cash back so I can pay off the loan I had to take out. I have purchased thousands of dollars of services from Laser Away and have plenty of unused treatments still on my account. I understand it has been over a year, but I did try to reach out multiple times last year to no avail. I also was going through very serious health concerns along with a pregnancy right after I was sold the package. I did not have the physical or mental capacity to try to fight this situation at the time.

  I would truly appreciate if you can please see the bigger picture of this transaction, I was sold a huge purchase by being given untrue information from your sales representative. I could not use the treatments as I was told I would be able to, for the sole purpose that I  to purchased them for. I have been a loyal customer for many years, but if this cannot be resolved I wont be returning and will have to keep my review up to warn others about this sort of sales fraud.

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

  Business Response

  Date: 04/24/2024

  Hello,

  Thanks for your response. I'm sorry to hear about your troubles after your pregnancy and understand the difficulties you endured. However, LaserAway's refund policy is fully disclosed in your consent forms presented to you prior to treatment. If you'd like, I can send this over to you. We are happy to work with you and exchange your unused services for store credit toward a different service that *** be able to provide you with a more satisfactory outcome. We have many services to choose from as well as skincare products available that are all eligible to use toward the credit.

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21451063
  
  I am rejecting this response because: 

  I understand your companies standard return policy, but this was a situation that involved false information given to me by your representative about a treatment you offer in order to make a sale.

  If a full refund is not possible, I am asking if Laser Away can refund the sessions I did. I believe I was only able to complete half of the session I was sold before my wedding, which made the results almost non existent due to this treatment requiring multiple sessions.

  I will agree to keep the remaining treatment balance and close this complaint. Let me know if you feel this is a fair resolution 
  

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

  Business Response

  Date: 05/15/2024

  Hello,

  I am happy to review any correspondence or verification that states that the salesperson advised you differently than our refund policy. However, unless there's confirmation, I must adhere to our company's refund policy. For those services rendered, LaserAway does not offer refunds or reimbursements. We can absolutely offer you store credit for your unused applicators and, as a gesture of goodwill, are happy to extend 10K LaserLove points which can be redeemed toward additional discounts or services. 

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21451063
  
  Yes I completely understand your return policy under normal circumstances, but I was sold something under false information from your sales person. In this case I think there should be an exception made. If you look on my chart I am sure you will see it mentioning my wedding and needing to get the treatments within a certain time frame. This was well known to the lady who sold me the treatments, yet she still told me to purchase a large package and that I could complete it by my wedding that was in a couple of months. This was not fair to me, I normally would not make a big deal over things, but since it was such a large purchase, and it was sold to me under false pretenses, I am asking you to consider the situation at hand when making your decision.

  I currently do not need any treatments nor want store credit.. I am asking to please be refunded, at least partially, for the Cool Sculpting package I was sold under false pretenses. 
  

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