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

  4728 Lincoln Blvd Marina Del Rey, CA 90292-6902

  
• 

  LaserAway Medical Group

  377 Santana Row STE 1080 San Jose, CA 95128-2057

  
• 

  LaserAway Medical Group

  13833 Ventura Blvd STE 103 Sherman Oaks, CA 91423-3628

  
• 

  LaserAway Medical Group

  8953 W Sunset Blvd West Hollywood, CA 90069-1834

  

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:02/12/2024

  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.

  The business cancelled my paid-in-full appointment 10minutes before the procedure and did not reschedule me in a timely manner. After attempting to reschedule - with the next available date almost 6weeks out from the original start date, I requested an exchange or refund of services. The front desk was unable to complete this and told me that their customer service team would reach out to resolve the issue and guaranteed a response within '24hours.' The front desk location was unable to tell me the number that the team would call from or one I could contact them directly. The customer service team never responded almost 3months after the original date or reached out to me regarding the issue. I filed a credit card transaction dispute to get a refund and my bank was unable to resolve the issue as the business is not responsive.

  Business Response

  Date: 02/29/2024

  Hello,

  Thanks for reaching out to us. We're sorry to hear about your poor experience and troubling obtaining your refund. Since no services were rendered, your package was fully refunded as of 2/19/2024. Typically, it takes 5-7 business days for the funds to return to your CC. 

• Initial Complaint

  Date:02/09/2024

  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've called and complained about bad service that was unsafe for me. I called and complained about the employees making me cry on several occasions. As of four months ago I am trying to unsuccessfully terminate the service, speaking to managers, having emails forwarded to upper management who promise me I'll get a call back I don't get. I've called and called and called to end the service and nothing.

  Business Response

  Date: 02/29/2024

  Hello,

  Thanks for reaching out to us. We're sorry to hear about your dissatisfaction and poor experience. We're happy to work with you to try and turn around your experience. Upon review, unfortunately your package is not eligible for a refund; however, we can honor a store credit for the unused portion of your package. Alternatively, we can transfer your treatments to a different location so we can make your treatments more comfortable. If you'd like to jump on a call, I'd love to gather your feedback to see how we can improve our team and more details about your previous experience. 

• Initial Complaint

  Date:02/08/2024

  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.

  Oct 27 2023 I have no need for further services because it no longer serves me. Attached documentation explains the nature of the request.

  Business Response

  Date: 02/29/2024

  Hello,

  Thanks for reaching out to us. Upon review, it appears you've previously spoken to a representative regarding your refund request. Since the package you purchased was a gift for another person, unfortunately it is now in their possession and only they have the ability to alter the package. If the patient is willing to release any credit or refund (if applicable) to you, then we are happy to assist. However, this must be initiated on their own accord. 

  Customer Answer

  Date: 03/03/2024

   
  Complaint: 21268378
  
  I am rejecting this response because: My letter clearly shows details including dates and names of personnel. Laser away's  response omits the details and is false.

  Laser away is clearly a loose and dishonorable company complete with many complaints as indicated by consumer complaints and has no problem in taking money regardless of mitigating circumstances. 
  I was offered a settlement and now laser away is ignoring fact. ATTACHED IS A EMAIL SHOWING THE SETTLEMENT OFFERED.

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

  Business Response

  Date: 03/13/2024

  My apologies, but that information is incorrect. We have consistently advised you that we cannot cancel/alter the purchase as it no longer belongs to you. As you previously mentioned, you made this purchase for your former girlfriend. As an example: if you give someone a purse as a gift and it is now in their possession, then return to the store to request a refund, the store will need the purse returned in order to provide money back. If your former girlfriend is willing to release her package back to you, then we are happy to work with you. However, unfortunately we cannot make *************** to an account/package that does not belong to you. 

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21268378
  
  I am rejecting this response because:I am rejecting this response because: It is a misunderstanding. My apologies for the misunderstanding. In exchange for me purchasing the laser treatment we had an understanding that she would help me with small home improvement projects.
  She never kept her promise so I have no obligation to uphold my end of the bargain. You provided two sessions when the service was for ten treatments. I would like to be reimbursed for the 8 treatments. 

  The service was purchased by me and it belongs to me. I am frustrated because I have a great respect for the ****** staff and it was understood that I could receive money back as said in the emails with *******. I was very happy with all that transpired until corporate felt I no longer owned the contract. 

   

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

• Initial Complaint

  Date:02/07/2024

  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 extremely unhappy with my experience with LaserAway. This company is a complete scam. I was called for a consultation on Monday 2/5 for Laser hair removal. The saleswoman was extremely pushy and dishonest with me about what this company entails. The price i was told I would have to pay for my laser sessions was $3,880. After telling the woman this would be too costly for me, she offered me to join a "payment plan". She was very dishonest that this payment plan was actually a loan. I was told i would have no interest and could make a payment of $162 x 24 months. This seemed a more reasonable option for me so I agreed. She asked me to sign some forms that were very lengthy and I did not have the time to read properly while she was speaking to me over the phone. She was giving me the gist of what the forms said but again was very shady and not honest that it was a loan I wast taking out and there would in fact be interest. I got an email the following day from a loan company which was much to my surprise. And I saw that with the 29% interest tacked on my total balance I would owe was $6,475. Immediately I called a representative to cancel my laser appointment and seek help to cancel this loan. I have been calling to speak with the sales person who sold me this membership as i was told this is the only way I can cancel. She has not gotten back to me and every time i try to call her i get to voicemail with a mailbox that is full. I have asked other representatives for help and they have told a refund request has already been put it on 2/6. When i ask for confirmation of this request they say they are unable to provide this. Very sketchy business. I am concerned that i wont be able to get out of this loan because in NY I saw you may only have 3 days to cancel a loan which would be today. I regret not doing my research about this company prior because I saw many other people with this same complaint. I usually do not fall for scams but this is very shady business

  Business Response

  Date: 02/23/2024

  Hello,

  Thanks for reaching out. We're sorry to hear about your dissatisfactory experience. After carefully reviewing your account, your loan was in fact a deferred interest loan which means that you would make payments "like cash" without any interest applied as long as you were timely on payments and paid off your principal within the promo period. We understand that lender's statements can be confusing and apologize if you were alarmed and concerned. Since you did not render any services and do not wish to proceed with your package, a full refund has been initiated as of today, 2/23/24. Please allow 5-7 business days for the funds to reflect your account. A copy of your receipt was also sent to you via email.

• Initial Complaint

  Date:02/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked for a service to be done on Jan5th '24. They did not do as per the expectation due to the untrained nurse. This is my multiple visits and the earlier staff who quit this place used to do a great job and the new management is not doing great job. The front desk, nurse and the management were very rude to me (during this time of my visit Jan 5th 2024) .As I was not comfortable to going back to Somerville location, they asked me to go to a different location in ****** which I hesitated to go and asked for refund however they convinced me to go to ******. On Fri, Jan 19, I received an email saying they will send a check, the email chain went back and forth as I was not sure of them refunding as the staff and management lie a lot. They also threat me not to go to any location of there to take refund. In the first place I never wanted to go to Laseraway anymore. Now they say it will take few weeks to mail the check and I'm not 100% if they will mail it to me. Also, they're made fun of my treatment and ill treated me saying to take the treatment without numbing by saying the area we can inject the full syringe and laughed at me.... I have been going since 2021 and I never had this kind of experience there. But, not sure if it's the new management, the new technician & new front desk staff is really horrible. Earlier they had well trained & experiences nurses. They ill treat the patients and only interested in taking clients money. I also see lot of bad reviews on ******* I made a mistake going to this location this time. I wish they had earlier nurses. I request & help me to get my refund. I don't know why the wait is for ************ are not mailing out the check. Please help. Thx

  Business Response

  Date: 02/23/2024

  Hello,

  Thanks for reaching out. Refunds via check can take up to 4-6 weeks to receive as our accounting department sends out check in the order they are received. This includes processing time and delivery via standard mail. After carefully reviewing, a check was requested as of 1/25/24 and should be arriving to you soon if it hasn't already. May you please confirm the address it should be mailed to? 

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21252577
  
  I am rejecting this response because:
  I never received the check. 
  my address is

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

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

  Business Response

  Date: 03/11/2024

  Thank you for confirming your address! I reached out to our accounting department for some more insight and will update you as soon as I hear back. 

  Customer Answer

  Date: 03/14/2024

   
  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:02/01/2024

  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 laser tattoo removal with laser away in February 2023 - I paid $5244 for ten sessions. I was told at the beginning of my treatment that my tattoo should be gone after 10 sessions, although it could take a few more. After three sessions I was told with confidence by the attending nurse that my tattoo would be gone in 11 sessions total. I am almost a year into my treatment (6 sessions) and see basically zero progress. I have also experienced extreme pain beyond the scope of what should be expected. I sent a detailed letter with my complaint to laser away. Now that the treatment is not working, they told me over the phone on 2/1/2024 that "I should be happy that technology even exists to remove tattoos because they are supposed to be permanent" and that the estimates are just estimates and that I should not have read into the ************************************************************* after three sessions that it would be gone after 8 more. I told them that I would never have signed up for this service were I told that it could possibly take ***** treatments (5-6 years!) which is now the only plausible conclusion given that I am one year in and the tattoo is barely 5-10% faded. I did not include in my complaint letter the fact that I do not believe the nurses have even been fully treating my tattoo in several of the sessions. I have photographic proof from the last treatment that I am happy to share that shows a portion (unbeknownst to me) was not even treated. I believe that Laser Away is taking advantage of patients with aggressive sales tactics and then not offering any sort of fair reimbursement when their service does not meet exaggerated expectations or (in my case) barely works at all.

  Business Response

  Date: 02/23/2024

  Hello,

  Thanks for reaching out to us! We're sorry to hear that you're dissatisfied with your treatments and results. While most patients are pleased with their results, like most procedures, there are many factors that *** affect results which can cause results to vary from person to person. For example, tattoo placement, ink colors, ink ingredients, ink color mixtures, tattoo location, metabolism, etc. are all factors that can affect the removal process. Since tattoos were meant to be permanent, the reduction process will require time and patience. Our medical team will do their very best to estimate how many treatment *** be necessary but that number can fluctuate more or less due to how the ink and your body responds to treatment. This is also addressed in our consents prior to your treatment. Our goal with treatment is improvement not perfection, and after reviewing your photos, it is noticeable that the ink has been reduced. However, if you're certain that you'd like to discontinue your treatments, LaserAway is happy to provide you a store credit for the unused share of your package which can be used for a different service or product that we offer. The total credit amount would be $2097.60.

  If you'd like I am happy to send over your treatment consent form as well as comparison photos for you to review. Please let me know. 

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21234995
  
  I am rejecting this response because:

  I would like a full refund for my services, not store credit for the unused portion. 

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

• Initial Complaint

  Date:01/31/2024

  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.

  On January 21 I went to the LA location in ********* for a coolsculpting appointment. They were 30 minutes behind schedule and when my appointment finally started the person doing it seemed like she had no idea what she was doing. She didnt know where supplies were, and once the machine was attached to my neck she yanked it twice which was VERY painful. Then, when attempting the second round she asked if it would be okay if she left for a few minutes to see another patient. I said no because she was already so behind schedule for me, and she left anyways. When she returned she didnt know how to set up the machine again and when it was almost correct she AGAIN yanked on it causing more pain. Then someone came into the room and asked to see her so it delayed the process even longer. I told them I wanted to come back because not only was I in more pain than I should have been, but what should only take 45 mins had taken 2 hours at this point. I contacted the corporate company 5 times to file a complaint and they kept saying someone will contact you in ***** hours- it has been almost 2 weeks and no one has contacted me

  Business Response

  Date: 02/29/2024

  Hello,

  Thanks for reaching out to us. We're sorry to hear about your poor experience. It appears a couple of representatives have previously reached out to you on 2/1/2024 and 2/15/2024. We'd love to discuss your experience further and see how we might be able to help you. Please feel free to contact me at ***********************************. 

• Initial Complaint

  Date:01/31/2024

  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.

  -was given an over-the-phone consult mid-November and purchased a package of three laser treatments totaling $1350 -I tried to make the initial appointment for early January, and the consultant said appts could not be scheduled that far in advance. She said she would contact me mid-December, and that she needed to schedule my first appt on my behalf.-when she did not contact me, I tried calling and emailing her. After I received no response to my second email, I tried calling my location. Each time I got a voice mailbox with no way to leave a message.-I finally called the ***** number, and ******* scheduled my appt for two weeks out, Jan 30. -The weekend before the appt I received text confirmations. But the evening of Jan 29 at 7:15pm, I received a local call from a rep stating that my appt needed to be cancelled, because my location in Alexandria no longer had the laser equipment. -She said I could have an appt at another location in Arlington. I said that was fine. But she said she couldn't schedule me, but someone from Arlington would text me. -I told her I wanted to receive a call from Corporate or the manager by noon the next day -When no one called me by noon, I called the 800 number again. I stated that I am seriously unhappy with the company's inability to schedule services I prepurchased. He said he would have someone from ************* call me today. -Big surprise, no one called. -I think this is a scam business, selling packages and services before clients are even in the door, and then dodging them in hopes they will go away.

  Business Response

  Date: 02/29/2024

  Hello,

  Thanks for reaching out! We're sorry to hear about your troubles. Since you have not received any services, your purchase was fully refunded as of 2/1/2024. A copy of your receipt was emailed to you via Square. If you have not seen the funds return to CareCredit, please let me know and I am happy to check on it.

  Customer Answer

  Date: 02/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me personally.  However, as a responsible consumer and citizen, I am alerting the economic council of the ****************** to further investigate what appears to be a bait-and-switch operation shrouded as a brick-and-mortar business. The costs to my time are not renumerable, and no one seeking these treatments and services should be subject to the blatant lack of operational efficiency and professionalism that appears to be the business model of Laser Away. We don't need this business in our community. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/30/2024

  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.

  On 1/17/24 I purchased a package from ***************************. I told her that I still wanted to do research, I was unsure of the treatments and she sent me an e-mail stating I could cancel my package within 12 months for a full refund if no services were rendered. On the same day, I explained to her that I did not want to go through with the procedures, please cancel my package. As of today, I have been calling every single day for 2 weeks, being told that I would get a call back but I never do. I want this package canceled and I want the money returned to PATIENT FI so it doesn't affect my credit.

  Business Response

  Date: 02/21/2024

  Hello,

  Thanks for reaching out! We're sorry to hear about your troubles. Since your services were not rendered, a full refund was issued on 1/31/2024. If you do not see this on your account, please let me know. 

• Initial Complaint

  Date:01/28/2024

  Type:Sales and Advertising 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 went in to Laser Away for lip fillers.. on the day of the filler I had a nurse who I had not been helped by before- Ive gotten fillers from the company before. During the procedure she let me know I was bleeding a lot and she then told me she burst my left artery and it was now swollen. She continued and I left, I quickly saw my mouth was visibly bigger on the left side but I waited a few weeks to see how it would look fast forward a few weeks I saw there wasnt improvement. I first tried calling the office but of course, no answer. I then went to two other doctors which both let me know that yes, my artery had burst and that the filler ran all the way up and they needed to remove my filler as soon as possible and they should inject new ones two days later after healing. I went back to contact laser away and there wasnt a response but my scheduler was very kind and he was the only one to follow up. He made an appt for me and I finally went in to get told that they would ONLY take pictures for another nurse to reassess but I would have to go back for her to finally what she had reassessed I was visibly upset, they took the pictures on 1/19 and they have yet to call me for a follow up. I no longer which to work with them but I am seeking a full refund of my last procedure for your lack of concern, my burst artery and my filler being applied incorrectly. One side is way bigger than the other, its been weeks without a follow up.

  Business Response

  Date: 02/12/2024

  Hello,

  Thanks for reaching out. We're sorry to hear about your dissatisfaction. Given the nature of your concern, I will need to look into this matter more and review it with our medical team. I'll respond as soon as I can once I am able to gather more insight on this matter from the medical side of things. I appreciate your patience. 

  Customer Answer

  Date: 02/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and Im waiting for their response to correct their mistake. 
  
  Sincerely,
  
  *************************