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.

close

Find a Location

LaserAway Medical Group has 143 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:01/26/2024

  Type:Customer Service 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.

  at last appointment was solicited by girl at front desk to buy a $6000 package and was told the lesser package was only 3 treatments and wouldn't show a difference that i needed to buy the higher priced package. After i had made an appointment and then was texted that it is cancelled. I am so frustrated with this establishment and that i still have treatments and items pending and they will only do the bae minimum or nothing and barely do the treatment due to retaliation of this complaint. They have falsely sold me packages that they can not uphold.PLEASE HELP ME RESOLVETHIS AND GET MY $6000back they are putting me in debt in a time where every business who can take advantage of customers take money and DO NOT PROVIDE THE SERVICES AND CUSTOMER SERVICE THEY SO STATE thank you for you help with this

  Business Response

  Date: 02/05/2024

  Hello,

  Thanks for reaching out. I am happy to look into your account and discuss your concerns. However, due to HIPAA guidelines, I cannot discuss your medical history, purchases, etc. without your permission to do so. May you please confirm I am able to provide any information related to your issue? If so, can you please confirm which treatment you are referring to? 

• Initial Complaint

  Date:01/25/2024

  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.

  1/16/2024 i spoke on the phone with a laseraway representative. I selected cool sculpting for $3000. I allowed him, over the phone to see if my care credit card would accept that amount, ii did. I scheduled an appointment for the following Tuesday 1/23/2034. I canceled my appointment 1/22/2024, but was informed that my card had already been charged the $3000. I did not esign nor phone authorize that charge. furthermore, i was not informed that my card was going to be pre charged and that i had only 24 hours to reconsider. I want my full refund. I have no sales receipts. I have NO documentation except my credit card statement.

  Business Response

  Date: 02/15/2024

  Hello,

  Thanks for reaching out. Upon review, it seems that you've already spoken with one of our representatives, *******, regarding your concerns. Since you have not rendered any services with us, your purchase was fully refunded. A copy of your receipt was emailed to you separately. 

• Initial Complaint

  Date:01/24/2024

  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 contacted laser away last fall requesting services, unaware of the cost. The agent unsalted me on every possible product. I had no idea how much moneyispentuntil I received the first bill. I am. 68 year old woman. The thermage treatments I had (2) did not work and they would only perform cool sculpting on a limited area, not the areas i was hoping to improve.I called 1/17/2025, was given a case number- *******, and was told the initial sales agent would call me either Friday or Saturday. No call. I called 1/22/24 and was told I would need to speak with a director who would be available Monday. I called 1/25/2024 and was told I needed to speak with corporate who would be in touch with me. The person didnt know what I was talking about when I said I had been given a case number and said they would record it. I called 1/23/2024 and was told it would take 46 to 74 hours for corporate to return my call.I feel this is a criminal infraction; however, if I could be refunded the non-medicinal costs (for additional thermage and cool sculpting, it would reduce my costs.

  Business Response

  Date: 02/15/2024

  Hello,

  Thanks for reaching out to us! I am sorry to hear that you've been having difficulties getting in touch with a representative regarding your request. Our location director will be reaching out to you within ***** hours to discuss your options. If you do not hear from anyone, please email **********************************. 

• Initial Complaint

  Date:01/23/2024

  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.

  1/23/2024 I came in today to receive laser hair removal for my face and neck because when I did the online consultation, I talked about how my problem area is my neck and jawline so the lady I did an online consultation with set me up for a full face package for **** But upon arrival, I was talking to the laser technician and we were talking about the full face areas, and she was like yeah cheeks, forehead, lip chin, and I was like why I dont necessarily need my forehead and cheeks. I need my neck lip and jawline, and she was like oh thats not included in the full face package. In the laser technician wanted to speak to the front desk about what she can do to add on my neck to the package or if I could switch to the neck instead of full face because thats really my problem area so the front desk lady comes in and she has an attitude basically telling me I cant get a refund even though I havent received any services yet and I cant switch what Ive paid for my neck so I asked how much is it to add on my neck and they say its another thousand dollars to add on my neck and I cant get a refund or switch it and honestly I have already spent basically $2000 and Im not gonna get my Area done so honestly, I broke down into tears because I have very thick black hair on my neck. I suffer from Pcos And I paid the $2000 under the impression that my neck was going to also get done because I discussed this on the phone but how my neck is my problem area luckily today the laser technician was nice enough after I broke down into tears to just do my lip, jawline and neck but she did tell me that theres no guarantee she will be my laser technician next time and theres no guarantee that the next laser technician will do that for me I would like to switch for my neck instead of my full face Im not really sure what to do about this I really feel scammed

  Business Response

  Date: 01/31/2024

  Hello,

  Thanks for reaching out. Upon review, it seems this issue was resolved and we were able to rework your package to include the areas you desired for amount you already paid by applying a current promo to your purchase. If this is inaccurate, please let me know and I am happy to further explain. 

• Initial Complaint

  Date:01/22/2024

  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 first spoke to ******, I was interested in tattoo removal. I sent her pics and she set me up with credit line to pay the $1500 fee. I was told and was already aware that the blue color might not completely be able to be removed. When I got to the office in ********, I was told that they could not touch the blue because it might get darker. While I was there she texted "the doctor" to dbl ck and supposedly he answered back and said they could only do the black letters. As I was leaving I was pulled into a conversation about future treatments that I might be interested in. ***** took half off of my tattoo removal and since I now had a "credit lets see what we can do she spoke about how much I had left to spend as if it were a gift card, not a line of credit. Next thing I know I'm getting a notification on my phone to authorize $3000 more! Suddenly I now have plans for Voluma in my cheeks and since I bought 2, I get a Juvderm "free". The aggressive and predatory sales tactics are anxiety inducing. 2 days later I go in and receive 34 units of Botox. As I was leaving I was bombarded again from 2 different people than the day before, again trying to talk me into MORE services because they had 'peeked' at my age. I received yet another notification to approve MORE credit. That's when I stopped the conversation. One lady suddenly seemed dismissive of me, and now I owe $3700 for a tattoo removal that will only take care of a very small portion of my tattoo, and some Botox. I was told that if I left a review on yelp, I would receive a $50 credit. (nothing like buying your reviews) I have cancelled my remaining appts. I'm willing to take responsibility for the 34 units of Botox I received and the single tattoo removal appt. This amounts to less than $800. this leaves me owing approx $3000. Money which they have already rcvd for FUTURE treatments. I am requesting to have the unused portion of my credit line paid back to the Alphaeon and be done with Laseraway.

  Business Response

  Date: 01/31/2024

  Hello,

  Thanks for reaching out to us. Upon review, it doesn't appear that you've tried to resolve your concerns or speak with us directly regarding your requests. We are happy to further assist you. Please give us a call directly or email *********************************** Or, if you prefer this outlet, please note that in order to address your requests, I must discuss and disclose medically-related information on this platform. Do you give me permission to release related information to address your concerns and requests? 

• Initial Complaint

  Date:01/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 12 sessions of Clear and Brilliant for face and chest for $5998. Only able to use 6 sessions. Each time in, a nurse would tell me that sometimes these don't work for the needs I am looking for, which was different than what my initial consultation with the treatment specialist ****** told me. Although she mentioned results are guaranteed, she firmly believed that it would clear up my freckles and ****** the appearance. This was not the worse of it as I was willing to proceed and finish the sessions since I was nearly halfway through. A few of the times, I would go in for the session, I would receive a call or text message that my appointment needed to be moved or cancelled. An example of the occurrence being Sunday July 2, texting about another reschedule. The following weeks once on July 15 rescheduled, received another text asking to reschedule yet again.

  Business Response

  Date: 02/12/2024

  Hello,

  Thanks for reaching out! We're sorry to hear that you're disappointed with your treatment. It's common for patients to start out with **** treatments. Please keep in mind that each patient's progress will be dependent on the skin's needs and severity. Upon reviewing your package, it is only eligible for store credit in the total amount of $2999. If you're unhappy with your current service, we can absolutely use your credit towards a different service or product that we offer. Please note your credit does not ever expire and can be used at any location nationwide. If you have any questions or concerns, I am happy to further assist you or connect you with someone from our medical team if it is medically-related. 

• Initial Complaint

  Date:01/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I find myself in a situation that, unfortunately, many have faced with Laseraway. Initially seeking information, I inadvertently committed to monthly payments for laser hair removal treatment. Commencing the treatments in mid-2022, I decided to cancel my membership after the first two sessions. Despite assurances, my bank continued to be debited. Consequently, I had to intervene and cease the payments due to non-attendance. Now, I am distressed to receive a debt collector's email claiming I owe over $4,000. I am not seeking a refund but urgently request assistance in rectifying this issue and removing it from my history, as this is unacceptable.

  Business Response

  Date: 02/12/2024

  Hello,

  Thanks for reaching out. Upon review of your account, this is the first LaserAway has heard of your desire to cancel your package. Since you purchased via financing, you would continue to be charged by the lender as it is part of your loan agreement. Looking at your account, your packages are only eligible for store credit. The credit can be used toward a different service or product that we offer, and does not ever expire. You're welcome to return to complete your package, or receive the credit instead of $3582.80.

• Initial Complaint

  Date:01/18/2024

  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.

  I scheduled a consultation and over the course of a 20 minute call was coached into applying for a loan. At no point was I asked if I wanted to pay out of pocket, I was told to put in the information to understand my price - after hanging up and realizing what happened I was looking at the new client paperwork which stated according to the *** there is no such thing as permanent hair removal, a claim that had been made by the person on the call guaranteeing that their laser could do this in *************************************************************************************************************** the package - he told me this wasnt possible as it was already done, when I told him I felt lied to on the promise of permanent hair removal he asked me to send him a screenshot of the document and stated thats just something they have to say but he can personally guarantee it will be 100 percent (I have record of him saying this) the next day I tried to reach out to the lender, after initially telling me they canceled the loan I found out it did go through, I am still waiting for a call back from laser away corporate and it has been over 48 hours. In the meantime I told them I did not want to speak to the person who sold me the package at all and he still reached out saying he was the only one who could make changes for me.This is extremely predatory behavior for an institution and really careless regard of others, I know Im not alone in this experience and I sincerely hope their practices are looked into The way it all played out feels intentional and a part of their training I also never received any information. About interest rates from their lender or any finalized receipt from laser away

  Business Response

  Date: 02/12/2024

  Hello,

  Thanks for reaching out. We're sorry to hear about your experience and troubles with your package. Since no services were rendered from your package, we have issued you a full refund for $2643.00. A copy of your receipt was sent to your email for your reference. If you have any questions, please let me know. 

• Initial Complaint

  Date:01/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was contacted by Laser Away regarding tattoo removal. My first concern was that I wanted to have my tattoo removed by a Dermatologist and not just some "tech" that operates lasers. The first lie was "oh, we are MDs and PAs", not true. She quickly explained that I was getting a great deal of 10 sessions for $1200 and that I was already approved for a payment plan! The way she worded it was that I'd be paying each time service was rendered. I was surprised when I got a notice from PatientFi, the loan company they go through that my first payment was due and my balance was $1200!I went in the next week for a session, which did absolutely nothing. I was immediately upsold, scheduling me for Botox. Two months later I got word I was being transferred for work to a state where there's no Laser Away within 500 miles. I contacted Laser Away and explained my situation and how I felt duped into a bait and switch. The original sales girl called me and was very condescending and sounded upset. She claimed that if she cancelled it, they'd charge my first and only session a-******** and it was $600. She then said that since the package never expired I could "just wait until I move or while you vacation somewhere we have a location". She was also very adamant about getting me in for a session before I moved in 5 days. Why? Because if she could get me in for 2 sessions at $600 a-********, she could then use the tactic of "well, if we cancel it'll be two sessions at $600, and that's equal to the $1200 package you got for 10 sessions". I never ended up going for a second session and am stuck paying for something I'll never use. In talking to others, this seems to be a common theme with the company of getting people quickly into loans without explaining that you're charged all up front and then using sales tactics to dissuade you.

  Business Response

  Date: 01/23/2024

  Hello,

  Please see LaserAway's refund policy here: ******************************************************. You will also find our refund policy in your MyLaserAway account under "consents". Due to the circumstances, we're happy to consider a refund but since you've broken the promotional package then we'd have to perform a price adjustment and charge you for the single treatments received. 

• Initial Complaint

  Date:01/11/2024

  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 purchased a laser treatment package from LaserAway. During the extended treatment period, I was diagnosed with multiple medical issues which required multiple major surgeries over a period of two years. LaserAway refused to honor the rest of my appointments when I was finally healthy enough (mostly the skin being a major issue) for more treatments. Further, as I was attempting to resolve this by sharing my health information and photos, the Palo Alto LaserAway branch repeatedly "lost" them. It is a total scam.

  Business Response

  Date: 01/31/2024

  Hello,

  Thanks for reaching out. Upon review, our records indicate that you purchased a package on 9/18/2018 and fully completed all of your treatments as of 3/11/2022. I am happy to send over a receipt and treatment history so you have these records for yourself. Since these items hold medically-related information, I would need your permission to provide these info over this platform. Please let me know if you permit me to release this info. If not, I may also send it to you separately in an email.