Complaints

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

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  LaserAway Medical Group

  307 S Robertson Blvd Beverly Hills, CA 90211-3602

  
• 

  LaserAway Medical Group

  1312 Hermosa Ave Hermosa Beach, CA 90254-3532

  
• 

  LaserAway Medical Group

  810 Francisco St Los Angeles, CA 90017-2530

  
• 

  LaserAway Medical Group

  1325 McCandless Dr Milpitas, CA 95035-8123

  
• 

  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:03/16/2024

  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.

  I requested a refund before starting treatment the sales person is denying giving a refund and saying that they only do store credit for the many other treatments they offer because they are a one stop shop. I let her know Im not interested in getting and treatment at all and she didnt respond. I messaged her again and she let me know that if I didnt want treatment now then I can save it for a later date after I told her I wasnt interested in any treatment whatsoever. The sales person just kept telling me different things that had nothing to do with what I was asking for. At this point laseraway is a scamming company and legal actions need to be taken because it doesnt make sense for a company to be so hungry for money

  Business Response

  Date: 03/27/2024

  Hello,

  Thanks for reaching out. I apologize for the troubles you've encountered trying to alter your package with us. Typically, LaserAway's refund policy is store credit only; however, since no services were rendered, we've issued you a full refund in the total amount of $2394.00 as of 3/18/2024. 

  Customer Answer

  Date: 03/27/2024

   
  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:03/12/2024

  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 to Laser Away for hair removal from 12/3/22 - 11/8/23. I was assured 80% less hair regrowth on my armpits and Brazilian area. I had a session every 6 weeks for a total of 8. I never skipped a session. I expressed concern on my last visit, and I was assured I wouldn't be discarded if my hair growth was still coming back heavy. In January I called to get a hair regrowth check, because I was growing back much more hair than when I had between sessions. At that point I was told the hair regrowth should be 70-80% less, which I felt I was at 50-60% less regrowth on my armpits, and about 20-30% less on my Brazilian. I went in on January 20, 2024, where the nurse told me my armpits were close to 70% (I disagree) and she agreed my Brazilian was growing back quite a bit. She claimed there is no real way to know how much hair I had before, because I didn't have the same nurse or same location for all of my sessions. I was encouraged to go to the ********** location when it opened in my neighborhood, after two sessions from the ******** location, and I was never told I should stick with the same nurse, so that's a problem in the business model, not my concern. The nurse asked if she could take pictures of the hair (partial for my Brazilian), so she could send them to corporate to decide how to proceed with my case. I agreed and was told I would hear back in two weeks. At a little past 5 weeks, after not hearing anything I posted a Yelp review, hoping for a response. The response on the review is that someone would be reaching out. That was on 2/28/24. I have never been contacted by this business, and after agreeing to the pictures I feel slightly violated and taken advantage of. I do not want this business touching me again, after I have been photographed and ignored. I am looking for a partial refund. They harassed me with calls, texts, and emails once I visited their website for my initial interest, so I believed what they told me, which got me to sign up. Now not so much.

  Business Response

  Date: 03/13/2024

  Hello,

  Thanks for reaching out to us. Due to HIPAA guidelines, I cannot discuss your account or treatment information on this platform. In order to better address your complaint, I would need your permission to discuss details related to your treatment and our medical team's assessment of your concerns. May you please confirm that it is OK for me to go over your treatment history and our medical's teams observation? 

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21423899
  
  I am rejecting this response because: I want them to call me like I have been told they would multiple times. If their response is protected by HIPAA then I do not give permission for them share it on this platform. I am also confused as to what it can be as there was no medical evaluation given and they have not called to tell me what it could be. This is hair removal not surgery. I want them to be professional and call me, so I dont have to go through a third party. 

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

  Business Response

  Date: 04/01/2024

  Hello,

  Thanks for reaching out! With laser hair removal, results can vary from area to area as well as person to person depending a various factors such as hormones, ethnicity, hair thickness, etc. We always suggest starting out with at least 8 treatments but it's not uncommon for some patients to need more to achieve their desired amount of reduction. Patient may see up to 80% reduction, but each person's experience will differ. This is why we do not guarantee any specific amount or reduction or number of treatments. This is also discussed during our consultation process and in our treatment consent forms. If you're not at your desired results, I encourage you to purchase a package extension (aka maintenance package) and we may extend a 55% discount your previously treated areas. As an extra courtesy, we are happy to extend 1 complimentary treatment to the package to further assist with your results. 

• Initial Complaint

  Date:03/12/2024

  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.

  On January 11, 2023 I took a friend in to get a tattoo removal treatment. While waiting in the lobby the receptionist convinced me to sign up for laser hair removal. I expressed my concerns as I have primarily blonde hair. Receptionist looked at my arms and said, oh that will work, no worries. I signed up. (Found out later this receptionist was fired for misleading clients). On one of my treatments, February 22, 2023 I was told that they had a new membership fee that I had to pay. I paid it. On March 31, 2023 I asked about lower body treatments, they sold me a package for lower body. On February 6, 2024 I was contacted to sign up for extra treatments to make sure that the laser hair removal was effective. I paid for an additional 3 treatments. On the same day I cancelled those 3 additional treatments as I began examining my body and realized that I have had nearly no hair reduction on my entire body. (Refund was not provided). I was lied to by the receptionist during the first encounter when I signed up, I was lied to about the membership fee as this was a higher tier to earn rewards and a free laser facial, none of which was explained to me. LaserAway took advantage and sold me a service that they knew would not be effective. The *********** location cannot keep staff, every month there are new people. I would like a full refund as I have been lied to throughout the whole process and have had no results, as I figured because my hair is primarily blonde.

  Business Response

  Date: 03/13/2024

  Hello,
  Thanks for reaching out to us. From what I can see, this is the first that we are hearing of this concern. We aim to be as transparent as possible and do fully address during our consultation process and consent form which hair colors are candidates for the treatment. With laser hair removal, we typically recommend starting off with at least 8 treatments although some patients may require more depending on how their body responds to treatment. If you're concerned with your results, I would recommend that you come into the clinic so our clinical team could take a closer look at your hair. I see that you have an appointment coming up this month for treatment. We could cancel that appointment and reschedule you for a follow up. For the follow up, you would want to avoid shaving for at least 4 weeks so our team could properly assess the area. If you would like to proceed with scheduling a follow up, please let me know or email me at **********************************. 

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21422960
  
  I am rejecting this response because:

  I have no intentions on proceeding with any further treatments. I am happy to go in for a follow up appointment, however that will do nothing to resolve my concern.
  
  I have been lied to and deceived by multiple employees at LaserAway. I knew the treatments would not work as I had tried laser treatments in the past on my arms with no success. I expressed this to the team at LaserAway ******** and they said they had newer better lasers that would get rid of it. All they cared about were making sales vs actually listening to someones concerns.

  I demand a full refund.

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

  Business Response

  Date: 04/01/2024

  Hello,

  Upon reviewing your account, this is the first we've heard of these concerns. We're happy to bring you in for an assessment to further review. We do fully disclose that blonde, red, gray, and white hair are not candidates for laser hair removal in our treatment consent forms prior to treatment. Generally, we do advise to continue treatment if a patient is seeing some reduction, but as much as they'd like. Needing additional treatments is common with laser hair removal as there are many factors that can affect one's results. Unfortunately, we cannot guarantee how much reduction will be achieved or how many treatments will be necessary to achieve one's desired result. 

  Since you purchased/did not use your maintenance packages and disputed the charges, they were fully refunded as of 3/21/24. However, since you've rendered services from your original package, that package is not eligible for a refund, only store credit. 

  Customer Answer

  Date: 04/01/2024

   
  Complaint: 21422960
  
  I am rejecting this response because:

  When I originally signed up, ****************** Is who convinced me to sign up for the laser hair removal. As I stated before I knew it wouldnt work because my hair is blonde.

  She looked at my arms and chest hair and said, oh it will definitely get rid of that. Then she proceeded to tell me that the machines you have are better than when I tried laser hair removal back in 2006 with a different company. 
  

  I was very hesitant but she continued to tell me over and over that it would work (I was waiting for a friend getting tattoo removal). I eventually decided to sign up. 
  

  A few months later I found out she was fired for misleading customers and doing shady things. 
  

  About 2 months later I was in for an appointment for my upper body. One of the sales reps, I believe it was *****, convinced me to sign up for lower body. Again I expressed my concerns about my hair being blonde, and that I wanted to wait to see how my upper responded. She looked at my legs and said, oh it will definitely work so I signed up. She said, youre already coming in, just get it all done now.
  

  On my second lower session I expressed my concerns to ******, who was the lead laser tech at the time. Again even she said, oh it will definitely work. We just have to turn the laser high enough eventually and it will get rid of it. 
  

  once the laser was turned higher I eventually got a burn next to my groin, which I now have a permanent *****
  

  The worst part is, this is the first time youre hearing this because every one of those people have left. There is so much turn over and people do whatever they have to to get sales. 
  

  I have been lied to throughout the entire process. I now have a permanent **** next to my groin. Do I need to get a lawyer involved? I feel like thats the next step.

  Im simply asking for a refund so we can just put this all behind us. I want to be refunded for the upper, lower and membership fee I had to pay to continue my treatments, which was again a lie.
  

  If I need to take further action, I will do so. If you simply extend a refund, this can all be resolved easily.

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

  Business Response

  Date: 04/16/2024

  Hello,

  We fully disclose expectations and candidates for treatment in our consent forms. It's very common that patients with a mixture of hair will complete laser hair removal. As the reduction process happens, once coarse hair can become so fine that it no longer responds to treatment and/or lighter hairs will remain. No laser hair removal company can make a 100% guarantee, but we strive for improvement. We're happy to bring you in for an assessment to see how we can work with you on improving your experience; however, since services are elective and have been rendered, LaserAway typically does not offer refunds. 

• Initial Complaint

  Date:03/06/2024

  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.

  There is no indication that you will be responsible for the loan that you sign up for even if you don't receive the services. Which is what happened to me. I went to one session and then decided, I don't need to do this anymore. I spoke with the same representative from the initial sign up and then decided I didn't want the services, to which he replied, are there any other services that interest you? When I told him no, there were no more responses and I kept getting statement after statement to pay the bill. I just finished paying off a $3000 loan for services I never received, and I really don't think that's fair.

  Business Response

  Date: 03/13/2024

  Hello,

  Thanks for reaching out. I'm sorry to hear about your troubles with cancelling your package. I see that you purchased a 2 different services with us. One services you have partially rendered and the other is totally unused. For the second service that is unused, we may offer a full refund of $750. This will be refunded to your lender. However, the partially rendered package is only eligible for store credit. You are welcome to finish off your partially rendered package and/or use the comparable store credit towards a different service if you wish. 

  Customer Answer

  Date: 03/13/2024

   
  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:03/06/2024

  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.

  1. Predatory sales techniques, all inquiries with the business involve a sales representative reaching out and aggressively trying to lock you into a sale that is "about to expire".2. Business guarantees a certain result (70-80% hair reduction) but does not assess results during or after each service, or offer any resolution for unachieved results (besides offering more sales packages).3. I have discussed my dissatisfaction with my progress/results with: the nurse technicians at each appointment, the regional sales woman "****", and the location Lead "******". I have been unable to get the location Director's contact information from any of these contacts.LaserAway has the ability to sell people laser hair removal packages with a "guaranteed" result, yet no accountability or resolution for dissatisfied customers. They use predatory sales techniques and do not have a system in place to deal with customer dissatisfaction.

  Business Response

  Date: 03/13/2024

  Hello,

  We're sorry to hear about your poor experience. With laser hair removal, results can vary from person to person and even area to area. On average, most patients will receive at least 8 treatments and may see up to 70-80% reduction. However, as each person is unique and there are many factors that can affect results such as hormones, ethnicity, hair thickness, etc, some patients may require more treatments to achieve further reduction. Unfortunately, LaserAway cannot make any guarantee on what results may be achieved after completing a full package. This is also addressed in our treatment consent forms. We have found that the more treatments patients tend to complete, the better their results tend to be which is likely why we've recommended additional treatments. We anticipate all patients will require additional treatments at some point which is why we offer a 55% discount on our maintenance packages for those patients wanting to achieve more reduction and/or needing maintenance. Since services are elective and have been rendered, unfortunately LaserAway does not offer refunds for rendered services. However, we are happy to work with you on a purchase and willing to extend 2 free treatments to aid with your results as a courtesy. 

   

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21394727
  
  I am rejecting this response because: I am not interested in continuing services. I submitted a complaint to BBB, because I felt like the facilitation of LaserAway services seemed predatory. I submitted an inquiry for laser hair removal on or about February 2023 and was aggressively pursued by LaserAway sales representatives. When I bought the package, I was told I was an excellent candidate. When I began services, I was told I was an excellent candidate. Throughout the treatment process, I was told that my results would come. When I completed treatments, I was told that due to my (hair, texture, ethnicity, etc.) that I may not be a good candidate. This is a business with no integrity.

  If you are inclined to "make it right", then I would greatly appreciate a refund of the remaining funds I have on file with LaserAway.

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

  Business Response

  Date: 04/01/2024

  Hello,

  Thanks for reaching out. To better understand your concerns, can you please explain which service you're dissatisfied with? As these are non-invasive procedures, and like most procedures, results can vary for each person. LaserAway does not make any guarantees about results or number of treatments necessary. This can be found in your treatment consent forms, which are accessible through your MyLaserAway portal. However, I am happy to review your concerns to better understand and see how I may be able to make your experience more satisfactory. 

   

  Customer Answer

  Date: 04/01/2024

   
  Complaint: 21394727
  
  I am rejecting this response because: It is the customer service and lack of management I am dissatisfied with. I understand results vary, but I continually brought up my dissatisfaction with the process and this was never addressed by the staff or referred to a manager. I was always told I was a good candidate, until after I completed my package, in which case the staff began reinforcing the catch-all that it doesnt work for everyone. I am NOT a laser technician, but I assume your business trains these technicians. They should have been assessing my progress and consulting with me rather than dismissing my worries with more sales. The sales practices are unethical. I have been trying to get a refund for the funds I have on file with your company yet no one helps or knows what to do. Laser removal was worthless for nearly $6,000, but I just want to sever ties with your company and receive the funds your holding on my account. Please help.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 04/16/2024

  Hello,

  Thanks for your response. With this service, there are many factors that can affect results such as hormones, ethnicity, hair thickness, etc. so unfortunately we cannot guarantee any certain amount of reduction or number of treatments will be necessary to obtain your desired results. We can only educate on what we tend to see on average with our patients over the years. Even patients who are considered to be excellent candidates may encounter difficulties with stubborn hair and/or require additional treatment. This is also discussed in your consents prior to treatment. It is very common for patients to need more treatments which is why we offer our existing patients a 55% discount on previously treated, full package areas to help get them closer to their goal. 

  Since services are elective, LaserAway does not offer refunds for rendered services. However, our offer still stands should you reconsider. 

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21394727
  
  I am rejecting this response because:
  I am not seeking a refund for services rendered. I have funds on file in a bank that I would like a refund on for services NOT yet rendered. My attempts to resolve this at the lowest possible level have not been successful as the team members I have spoken to do not know who the manager is or how to contact them. 

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

• Initial Complaint

  Date:03/03/2024

  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 in to laseraway to see if there was something to clear my scars on my face. I spoke to the nurse and she told me of a procedure that would help my scars she told me the amount was *******. So I did the procedure because she guaranteed me it would work. Despite going for multiple treatments I saw no results. My mom called them to tell them that she did not see any results and that they should refund the money. So they had my mom speak to the manager ******* but yet again she said that they had a new procedure that would definitely get rid of the scars. ******* told my mom that this procedure would definitely work she sent images of her face showing use that it would work telling my mom to go for the procedure and my mom did tell her that it was expensive it was during Christmas we really didnt have that kind of money. But ******* was very assuring that it would work. Looking at my scars really puts me down and how I hate how i look with the scars fell into her scam. ******* was so adamant that this new procedure would vanish my scars. So when I was going for the procedure I notice my skin with deeper scars I didnt want to go anymore because it was not helping but getting worse my mom and I went back to speak with ******* because the new procedure was not working. She made an appointment to see the nurse and the nurse told us that this procedure will take about six months to see results. ******* never advised to use when I made that appointment ******* was supposed to be there as well and she was no where to be found. She didnt want to deal with my situation when she was so adamant to sell me that procedure. I did try reaching out to them. ******* had someone call me but spoke to my mom and that person didnt make sense at all. So my mom try reaching out to the company and they got back to her, but when she explained the situation and wanting a refund they never back to her. In the supporting documents my face, ******* face, letter reach out to laseraway.

  Business Response

  Date: 03/13/2024

  Hello,

  Thanks for reaching out! We're sorry to hear about your dissatisfaction with your results. With Clear & Brilliant, we typically suggest starting off with at least 6 treatments for more noticeable results although some patients will complete more for further improvement and/or maintenance. Our goal with the treatment is improvement. Due to the many factors that can affect results, we cannot guarantee 100% removal of your skin's concerns. This is also addressed in your consent forms. However, upon further review, there was a noticeable improvement throughout your treatment series as previously discussed with our representative, *****. If you'd like to receive additional improvement, we would encourage you to continue treating and are happy to work with you on an additional package. However, LaserAway does not offer refunds for rendered services.

• Initial Complaint

  Date:03/02/2024

  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 was looking at the website for Laser Away a little over a week ago. I was interested in getting a quote for their services. In order to get a quote it said that I needed to provide my name, phone number and email address. Five minutes later I received a call from ****** at Laser Away. I explained to her what procedure I was interested in and asked her for a quote for the cost of this procedure. She said that she was texting me some paperwork that needed to be filled out in order to receive a quote. She explained things very quickly and was very misleading. While I was looking through the forms that she sent she continued to pressure me to sign them so I could get my quote on the services. I signed the paperwork and she gave me the price and asked me to schedule my first treatment. I told her that I would like some time to think about it and she told me that I had already signed up for financing and that I had to schedule my first visit. I told her that it was not my intention to sign up for any financing. I asked her the name of the finance company and I gave them a call. I told them that I did not intend to sign up for financing. They said that Laser Away had sent in my application for their credit card and that I had already been charged over $1,500.00. I called ****** back and told her that I had been mislead by her and I would like a refund and she said she would call the finance company and that I should call her back in a couple of days. I called her back after a couple of days and she refused to refund my money or talk to me about how I had been mislead, she just kept talking over me. I called the credit company again and they told me that my only recourse was to file a dispute, so that's what I did. I received my statement from the credit company today. I haven't received any services or treatments from Laser Away and I just want my money back. This is a terrible way to do business and treat clients.

  Business Response

  Date: 03/13/2024

  Hello,

  We're sorry to hear about your troubles with obtaining a refund. Since no services were rendered, you were fully refunded as of 3/8/2024. If you do not see this reflected in your lender's portal, please let me know and I am happy to check on that for you. 

  Customer Answer

  Date: 04/08/2024

  Hello! This is ***************************** and I am reaching out regarding my complaint #********. I never received a refund on my account after being told I would. My complaint got closed and I want to reopen it since I have not yet received my refund. I have called the BBB and they told me to email this email address and that you would be able to reopen the complaint.

  Thank you, ******

  Customer Answer

  Date: 04/09/2024

  Hi *****!

  I got a letter in the mail after I got home from work saying that the refund went through. I called the credit company to make sure, and they said it had been refunded and my account is closed. You can close the complaint. Thank you for all you help I appreciate it so much, ***********;

  
  

• Initial Complaint

  Date:02/29/2024

  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.

  We bought a laser hair removal treatment plan from laser away. After few treatments my skin was burned due to laser beam too strong/high. I had to stop the treatment because of the burn caused by laser. After four months and no contact from laser away to complete my treatment. I couldnt get someone to talk to to resume my treatment. Finally got a hold of someone via email they offered to refund my money only 15% of what I paid for or get two free treatments of lower arms. I asked for full arms because the whole arms were burnt and now nobody responding to my emails or text messages. I called corporate they said talk to local office, local office says talk to corporate. Laser away is full scam.

  Business Response

  Date: 03/13/2024

  Hello,

  Thanks for reaching out. I tried to look up your account with the information that you provided and wasn't able to find you. Perhaps do you have a different phone number and/or email address on file with us? 

• Initial Complaint

  Date:02/29/2024

  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 canceled treatment one week before the scheduled date of 01/26/2024 and requested a refund for $299 deposit made to their finance company. The representative assured me the request was made and I would receive the refund and all further treatments were canceled as well. About two weeks went by and I did not receive my refund. I emailed ******************************* who was the coordinator I did the over-the-phone consultation with, no response. I called Laseraway again and the representative once again said the refund was requested. I let about two weeks go by no refund and now the finance company has taken a $118.88 payment out of my account. I called them and was told the payments cannot be stopped without confirmation from Laseraway. I emailed ******* again and to this date 02/29/2024 I have not receive a response or the $417.88 refund that I am now owed.

  Business Response

  Date: 03/13/2024

  Hello,

  We're sorry to hear about your troubles with cancelling your package. Since no services were rendered, your package was fully refunded as of 2/29/2024. 

  Customer Answer

  Date: 03/13/2024

   
  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. The refund has been received, just disappointed that it had to go to the extent to get it. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/29/2024

  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.

  When reporting and requesting a refund for services not rendered, I was denied and legal team did not offer to investigate harassment. during my 2nd treatment after already providing a medical letter from doctor. Location would not complete my procedure, and wanted further detail on my abortion that spiked my disorder. When reporting to management they took no efforts to share that they would investigate the situation. I have credit on my account but they will not refund me.

  Business Response

  Date: 03/13/2024

  Hello,

  Thanks for reaching out. I appears you previously spoke with one of our representatives ***** regarding your concerns. We apologize if the questions our clinical team asked during your visits made a negative impression with you. Please understand that our clinicians were only trying to do their job and better understand your background to provide an exceptional experience. 

  Since services were rendered, your package is only eligible for store credit or keeping your services as is. Please see our terms of services here: ******************************************************. If you do not want to proceed with your current services, we are happy to look into other options with you.