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 has 143 locations, listed below.

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  LaserAway Medical Group

  307 S Robertson Blvd Beverly Hills, CA 90211-3602

  
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  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:02/26/2024

  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 would like a refund, from LaserAway, as I paid for 10 sessions, and only used 3! I complained, on 2-26-24, and was treated poorly, and very cruelly! Please, help me! Thank You, *************************!

  Business Response

  Date: 03/07/2024

  Hello,

  Thanks for reaching out. We're sorry to hear about your experience. Could you please provide more details about what occurred to make you feel this way? We can definitely work with you to provide a more satisfactory experience.

  In regards to your package, LaserAway's policy is store credit only since services were rendered. If you do not want to proceed with your current service, that's no problem! We will provide you with a credit that is comparable to the unused portion of your package. This credit can be used at any LaserAway location nationwide and does not ever expire. 

   

• Initial Complaint

  Date:02/25/2024

  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 have requested a refund for services not rendered due to being "short staffed" at Laser Away in ***********. The services were purchased on 7/23/2023, 8/6/2023, and 8/12/2023. They were packages for tattoo removal, hair removal, botox, and a clear and brilliant treatment. I was never provided a receipt for the services, all charges were placed on my Care Credit card. The location is 1.5 hours away from where I live. I work full time and raise my young son by myself. I do not have friends or family in my city. For the appointments, I would have to make them when my son was in school and I was off work or pay for a babysitter. I have only had 1 tattoo removal treatment, 1 laser hair removal (this was a complimentary one and the reason I agreed to buy the package), and 2 Botox treatments. My appointments were regularly rescheduled due to "staffing shortages". Twice I had appointments that they were cancelled when I was already in *********** or when I was on my way, after taking the necessary steps to arrange childcare and clear my schedule for the 3 hours drive time and treatment time. When rescheduling, I was consistently pushed back weeks and weeks at a time, making my treatment ineffective because it all needs to happen at regular intervals. Each time I spoke with the receptionists or the ***** number explaining my predicament and need to have confirmation of services being rendered, and each time they promised my appointment wouldn't be cancelled. I would even call before to confirm my appointments. After months of this, I asked for a refund of services not rendered. I have not received any receipts and only had the clear and brilliant package refunded. I request a refund for the remaining unused Botox (54 units), remaining tattoo (1 session completed), and complete hair removal package. I am happy to pay for what I did use, but find it unethical that I am paying for services not rendered due to this location's incompetence and staffing issues.

  Business Response

  Date: 03/13/2024

  Hello,

  Our records indicate you were refunded for your unused services as of 2/28/2024. Please note the funds were returned to the lender as a result of your dispute. If you have any other questions, please contact your lender.

• Initial Complaint

  Date:02/23/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am writing to file a formal complaint against LaserAway regarding a transaction that occurred today, Feb 23, 2024. During my discussion with ****** from LaserAway, I was pressured into signing a payment plan loan for services I ultimately decided not to pursue. The ****** at LaserAway used aggressive tactics to coerce me into committing to a payment plan for services. Unfortunately, I relented under this pressure and signed the agreement.However, within the next hour, I reconsidered my decision and promptly called LaserAway to cancel the appointment and the associated loan. Despite my clear request and the fact that I had not yet received any services from LaserAway, the salesperson I spoke with refused to cancel the agreement.Subsequently, I contacted the financial company handling the loan, PatientFi, to explain the situation. While they were more understanding, PatientFi informed me that they are unable to cancel the loan until the provider, LaserAway, initiates the cancellation process.I am deeply dissatisfied with the level of service and the lack of consideration for consumer rights demonstrated by LaserAway. It is unacceptable to be pressured into financial agreements, especially when the decision is made under duress and without adequate information.I am requesting the following actions be taken:Immediate cancellation of the payment plan loan associated with my visit to LaserAway on Feb 23, 2024.Confirmation from LaserAway that the cancellation request has been initiated with PatientFi.A formal apology from LaserAway for the undue pressure and inconvenience caused.I appreciate your attention to this matter and request a swift resolution. Please feel free to contact me at ************ or ************************ if you require any further information.Thank you for your assistance in this regard.Sincerely,*************************

  Business Response

  Date: 03/13/2024

  Hello,

  We're sorry to hear about your troubles with cancelling your package. I saw you previously spoke with ***** regarding this matter. As discussed, your refund was processed in full since there were no services rendered as of 2/23/2024. If you do not see this reflected in your account, please let me know. 

• Initial Complaint

  Date:02/22/2024

  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.

  Hello, I made an agreement with Laser Away on February 20th 2024. I received two calls for a consultation. They had me if I had credit, to which I did. I was given links on my phone to fill out. After asking about it, they had said it was to see if I qualified to make these purchases. I was asked to upload ID and sign an electronic signature. Afterwards, I was given an account number to Alphaeon Credit and a link. I had no acknowledgment nor did they ever mention Alphaeon Credit while I was speaking to them. The following day I registered with Alphaeon, opening to a charge of ******** dollars. I called Laser Away 15 hours later that I wish to cancel due to my new knowledge of the rising health concerns people have had with Laser Away. I spent the rest of the day trying to have them cancel. They filed a cancellation request on February 22nd, but made mentioned that I have a contract even though I did not receive treatment. I thought I was signing in to the payment plan they had offered me not a credit company with a charge. As I was not told of a credit card in any way. I signed a form of if I qualified on what I thought was a payment plan monitored by them. I thought Laser Away needed my info to see if Ill qualify not that would be used to apply to this card service. Id be billed 30 days later. I thought if I canceled I would no longer have to pay the amount to them. Nobody mentioned that I would have to pay the amount to this bank and even if I cancel with them Id still have to pay the amount owed to unless they fully cancel the loan. The sales rep ******* cancelling it saying that I knew what I was doing and why did I sign with them if I didnt want to do it when I wasnt aware of what exactly they were getting me to sign. I thought the forms would let them know I was willing to pay and agreeing to the plan they were giving me and instead I was signing forms and contracts for this bank using my personal information.

  Business Response

  Date: 03/13/2024

  Hello,

  Thanks for reaching out. We're sorry to hear about your difficulties with cancelling your services. Since no treatments were rendered, you were fully refunded as of 3/1/2024. If you do not see this reflected in your lender's portal, please let me know and I am happy to look into it. 

• Initial Complaint

  Date:02/21/2024

  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 reached out via email to the contact@laseraway address and never heard back.I recently completed my 8 pack of Laser Hair Removal Treatments in ********* at ********** and *********** locations, with the last treatment being November 2023. Overall the service was good, nurses were friendly and I was seen on-time, but Im really disappointed in the lack of results. I paid for a Brazilian package with complimentary underarm service, and after 8 sessions my hair completely grew back. I am not kidding when I say it truly looks like I never had a laser hair removal service done before.I thought I did everything right. Had my online consultation with the nurses who told me I was a perfect candidate (dark, coarse hair on fair skin), showed up every 6 weeks on the dot freshly shaved, and stayed out of the sun. At first, There was some hair loss, then it would grow back about 80% of the original. That repeated a few times but after appointment 5 I stopped seeing any results. I requested for changes in the laser strength which I believed were made, but that didnt improve the results. I mentioned that to the front desk worker after a couple off my later appointments, but she shrugged and suggested that I just buy more treatments since its such a hormonal area.Now, 3 months out from my final appointment and Im distraught. I spent over $2,300 on a laser hair treatment package that did not work. The company even states on the website "What we can guarantee is that your hair will become thinner, softer and less dense than it is now..." A quick self-assessment proves that is false. My hair is still dark, I still get ingrowns in the places I had treated, and my hair is not noticeably finer. I know total results are not guaranteed, but when youre advertising up to 80% reduction in hair and my results are not even close - I find that to be deceitful and false advertising.

  Business Response

  Date: 03/13/2024

  Hello,

  Thanks for reaching out. With laser hair removal, as with any services, results can be affected by multiple factors such as hormones, ethnicity, hair thickness, etc. We typically suggest starting out with 8 treatments for the body and 10 treatments for facial areas though additional treatments may be necessary due to your body's biological response to treatment. Although I understand results were not what you anticipated, it is very common for patients to need additional treatments for further reduction, and all patients will need additional treatments for maintenance. This is also addressed in your consent forms. Unfortunately, LaserAway cannot guarantee any specific results. We would encourage you to continue treatment for further reduction and may offer you 55% off a package extension and 1 complimentary treatment as a courtesy for your dissatisfaction. However, since our services are elective and have been fully rendered, LaserAway does not offer refunds for rendered services. 

• Initial Complaint

  Date:02/15/2024

  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 signed up for full laser treatment in July 2023. I made my first appointment. After this appointment it became apparent that large areas of critical areas were missed. I wrote to corporate. Then I had my next appointment last minute rescheduled. At the second appointment, I spoke to the next laser specialist and showed pictures of the strips that were missed. It was clear because there were lines where the hair was growing at a different rate. That laser tech did a good job and got all the areas. Then the next appointment was rescheduled on the same day. When laserAway reschedules last minute, it means that I went through a lot of trouble and time to get the area prepped for laser treatmeent. The next appointment was rescheduled. The third appointment I went in and they cancelled it because I had taken clindamycin the night before. As a physician myself, I have never heard of clindamycin being a risk for photosensitivity. So basically I had one bad treatment, one real treatment, and a bunch of rescheduling or cancelling. These were a big hassle on my part because of the prep work. Also, if you are not on a regular hair cycle, the treatment is not as effective. I wrote corporate again. This time they called and I was greeted by a lady who then spent the next 10min drilling me like I was in a deposition, as if to try and find something wrong with my claims. She even asked me the name of the person who did my treatment 6 months ago. Really? First of all, doesnt she have that documentation? I am sure she does, so why is she quizzing me on a random person I worked with 6 months ago for a 30min session? It was rude. Then she said she wanted to pro rate me for the work. Well one- the first treatment was a bust and two the second treatment was comped. So why would I not get a full refund. I paid for 8 full appropriate.

  Business Response

  Date: 02/23/2024

  Hello,

  Thanks for reaching out. I am happy to discuss and address your concerns but, due to HIPAA guidelines, I must get your permission to do so first. May you please confirm that I am happy to discuss your medically and purchase-related information on this platform? 

• Initial Complaint

  Date:02/14/2024

  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 requested a refund after a sales pedosn contacted and sold me laser hair treatments. She said that doctors do the treatments and that the machines are the newest on the country. Both lies. I asked for a refund. Twice now I have asked for a refund from corporate. They said I have to talk to the sales person again and she keeps telling me to try it out and wont process the refund. Then she said she didnt recognize the number I called from. I have text messages from her to me and vise versa saying I want my money back. Ive read the companies responses to other complaints so Im sure they will give a round about response. I dont want one. I want my money hack. I am also filing a complaint with my credit card company. Refund to original payment. By the way the lady who called lives in another state and is a sales person. Only. I am willing to speak to the media if this is not resolved to my original form of payment as requested and asked by BBB. Thank you.

  Business Response

  Date: 02/23/2024

  Hello,

  Thanks for reaching out. We're sorry to hear about your troubles. Upon review, I saw that you were able to connect with your original salesperson regarding this matter. Since you did not render any services, your package was fully refunded as of 2/21/2024. If you did not already receive it, a copy of your receipt was also sent again today. Please allow 5-7 business days for the funds to reflect your account. 

• Initial Complaint

  Date:02/13/2024

  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 requested a quote for laser removal services from laseraway. They called me repeatedly to get me to purchase their services. I wanted a single session but they insisted on selling me a package. I made the mistake of agreeing without doing enough research. Turns out they have a plethora of different types of complaints found with a simple ****** search. I called in the very next day to cancel the plan and since then they've given me the runaround. This has been going on since the 5th. I've called the office that sold me the package in *********, ** then the partner financing company and the laseraway corporate office. They say they'll call me back with a resolution and never do. Just today they gave me a case number with no timeframe for a callback. They won't even send anything through email, I'm assuming to avoid a papertrail. I just want my money back, I haven't gotten a single service done by them. Case number is:2420815

  Business Response

  Date: 02/23/2024

  Hello *********, 

  Thanks for reaching out. I'm sorry to hear about your poor experience. Since you did not render any services and do not want to proceed with your package, a full refund was processed as of 2/21/2024. Please allow 5-7 business days for the funds to reflect your account. A copy of your receipt was also sent to the email you placed on file with us. 

• Initial Complaint

  Date:02/12/2024

  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.

  The remote sales representative *************************** gave me false information to sell me on things that dont exist such as lifetime maintenance on laser hair removal packages on February 28th 2023. But she did it over the phone and did not leave any writings. I tried to warn the staff at this location and the LaserAway corporate office but they did not listen to my concern and pretended that I was complaining about the treatment result and sent me an email giving me reasons as to why the treatment might not have worked for ME. I tried talking to so many different people there about that and even *** that works at the front desk (picture of her) did not validate what was done wrong and said I know *************************** and she would never do that SERIOUSLY??? Is this a business Im calling or a sorority house???I just wasted $2,144.00, i left them a ****** review about this in December so more people dont fall for this false advertisement.On my 7th session there I became aware that they did not sell lifetime maintenance. I was in shock, to say the least. I did the math and it ended up breaking down to $268 a session that I paid for.Also, one of the nurses was learning how to use the laser hair removal machine on me for one of my sessions. She forgot to turn the air on and also burned my armpit. So i paid $268 to be a guinea pig for them? What a joke.Ps: they give their customer $50 dollars to leave a nice review on ****** to cover up their shady business. PLEASE, help me resolve this issue. LaserAway company does not care to make things right, and just keep saying they apologize for the misunderstanding (see their response on the screenshots). It was not a misunderstanding, *************************** is making fake promises to customers, my friend ********************* was one of them as well. I just want my money back and *************************** to stop offering false promotions just so she can make her commissions!

  Business Response

  Date: 02/23/2024

  Hello,

  Thanks for reaching out. After carefully reviewing your attachments, it appears that the receipt was modified and the number of treatments included in your package was removed. Your package included 6 treatments + 2 free (8 total) for the total price of $2144.00. Please see the attachement provided. I am also happy to provide a supporting link to the receipt, if necessary. Patients may purchase packages of either 6+2 free for body areas, 8+2 free for facial areas, or 3 treatments as well as pay per treatment. LaserAway does not and has never offered unlimited free touch **** but we do offer a significant 55% discount on our "maintenance" packages for our existing patients who have previously purchased a full package with us. 

  Unfortunately, we honor your request but encourage you to purchase maintenance if you'd like to achieve further improvement. 

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21284366
  
  I am rejecting this response because:
  This was the receipt I received from the sales rep *************************** when I purchased with her and I was told over the phone that I was getting lifetime maintenance. I want my money back! I was sold a service that doesnt exist and this business needs to be held accountable for their false promises to their customers. 

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

  Business Response

  Date: 03/13/2024

  Hello,

  LaserAway does not and has never offered lifetime maintenance. Our receipts specifically state how many treatments are being purchased, and our consent forms do disclose that any additional treatments needed will be at the expense of the patient. If you would like, I am happy to send over the consent form you completed which indicates this information as well. 

  As previously mentioned, since services are elective and have been fully rendered, LaserAway does not offer refunds. If you'd like to continue treating, we are happy to offer you a 55% discount on maintenance, as we do with all of our patients, and are happy to review your various options.

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21284366
  
  I am rejecting this response because: LaserAway keeps disregarding that I am aware now that the business does not offer lifetime maintenance but they take no responsibility that a sales rep that still works for them has used that a way to make sale. *************************** offered it to me and my friend ********************* as a sales catch. I do not need to see the consent or receipts, I understand now that Laseraway does not offer that service. What Laseraway needs to understand is that a service that they dont offer got offered to me and ****, take responsibility for it and return the money they made from a disohnest sales offer. Thanks. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/12/2024

  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 did a lot research before selecting LaserAway to perform my ********. I asked their customer service how frequently the nurse performed the service. I was told several times per week. I asked about the equipment. Was it new? Yes they said. They assured me if it did not work they would repeat the procedure. About 2.5 months in I was not only seeing NO results, but especially the left side of my face appeared older and more saggy than it had the day before the treatment. I also have textural issues and lumpiness that comes and goes. In concern, I contacted LaserAway, and was placed into the last 15 minute apt of the day to express my concerns. She was 7 min late and claimed that results may not be seen at all until 6 months. However, why am I having reverse results? She could clearly tell something was wrong, and refused to compare my before and after photos. She did say she had been wondering how I was doing, as she had performed the procedure on a patient that day, and I was her last patient she'd performed it on (3 MONTHS PREVIOUS). I also believe the machine she used was an after****et machine and NOT the most updated bought directly from the manufacturer as most machines in dermatologist's offices are due to the infrequency of use and high cost of ******** machines. She then insisted that I wait until the 6 month **** (all other ******** instructions are that significant results can be seen 3 months post procedure). I must wait 6 months before anything can be done to help my appearance, and because this is a procedure where results do not appear for 3 months, my time is significantly extended before I can try to fix the damage. I am mortified at the way my face appears, looks older than before and based on research, may have a partial facial collapse on my left side. The woman performing the treatment did say that she was "using the highest setting she could," which causes the exact concern I am having. I would like a full refund to seek treatment for repair.

  Business Response

  Date: 02/23/2024

  Hello *******,

  Thanks for reaching out to us. Upon reviewing your submission, I saw that you have not yet returned to the clinic for an evaluation for our team to take a look. Typically with the treatment that you received results can take up to 6 months to fully develop and the full time has not yet elapsed, but given the nature of your concerns, we're happy to see you sooner. LaserAway does not offer refunds for rendered services, but we are happy to bring you in for an evaluation with a clinician to review your concerns. If for any reason our team agrees with your opinion, we will determine a proper resolution. For now, we need to see you in person to get an current look. A representative from our team will be following up with you soon.