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

  
• 

  LaserAway Medical Group

  1312 Hermosa Ave Hermosa Beach, CA 90254-3532

  
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  LaserAway Medical Group

  810 Francisco St Los Angeles, CA 90017-2530

  
• 

  LaserAway Medical Group

  1325 McCandless Dr Milpitas, CA 95035-8123

  
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  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:12/05/2023

  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 could not go thru with the service, due to being in a bad car accident. This business still felt the need to charge me for NO service.

  Business Response

  Date: 01/04/2024

  Hello ****,

  We're sorry to hear about your recent accident. Since you signed up for a loan, unfortunately you are charged whether or not services are performed per the agreement; however, if you'd like to cancel, I am happy to have a representative reach out to you to discuss your options. If you do not receive any contact, please let me know. 

• Initial Complaint

  Date:12/01/2023

  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.

  On 8/2/23 I purchased a package for full arm laser treatment for $2501.73. ****** who consulted with me on this package notified me that I qualified for a free add on "small section" which I chose as hand/ fingers.8/14/23 was my first treatment. I was taken in 30 minutes late. 9/25/23 was my second treatment, again I was taken in 30+ minutes late. 11/17/23 my third treatment, after checking in, a women who worked there approached me and notified me they were running late. I was not surprised given my first 2 experiences which I verbalized to her. She said they were running so behind that she needed to reschedule my appointment. This was scheduled over 1 month later. After leaving, amazed at the audacity I called corporate to request a call back regarding a refund for the remaining treatments. I spoke with someone at the corporate office that assured me that someone will call me in 2 business days. No one called. On 11/22/23 I called again. The person stated she did have notes from my previous call and that someone would call me that day. An agent did call me back on 11/22/23 and was willing to refund me by balance BUT was going to charge me for the "free" add on "small" section. I said I wanted this escalated as I was not going to pay for a service that was sold as a free add on. I am requesting a refund for unused services as I do not wish to return to this business. Poor scheduling and poor customer service.

  Business Response

  Date: 01/04/2024

  Hello,

  We're sorry to hear about your experience and inconveniences. We're happy to work with you to try and turn this around for you. We have a few options available: 1) keep services as is, 2) prorated store credit for a new service or 3) price adjustment in which you're charged for your services rendered. I see you have an appointment scheduled for tomorrow, 1/4/2024. If you'd like to know more, please feel free to discuss these options with the in-clinic team. 

  Customer Answer

  Date: 01/04/2024

   
  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. While I am still dissatisfied with my experience, a fair refund was NOT offered. The refund offered posed a huge financial loss so my choice is to complete the treatment. Upon checking in to my appointment today, staff notified me that they are under different management and have different scheduling practices. 
  
  Sincerely,
  
  **********************

• Initial Complaint

  Date:11/29/2023

  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.

  Been getting spam calls block but they will call from a different number. Already told them to stop once and now they're constantly calling and texting my phone I want them to stop contacting this number immediately.

  Business Response

  Date: 01/04/2024

  Hi *****,

  We apologize for your experience and have internally removed you from being contacted again. 

• Initial Complaint

  Date:11/25/2023

  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.

  Sales team lied about multiple aspects of my purchase. Purposely misleading me. I was told there was enough room to be scheduled with no problem. That was a lie. I was told financing was not going to affect my credit, that was a lie. I was burnt by the procedure and had rushed services. *** been asking to speak with a manager for an entire month and that never happened. One front desk worker want rude, and snarky. This place is not up to the standard they portray. I want my money back for this entire lie of a business. No one should be lured and lied to just to generate business.I want a refund for services not rendered. The company should be ashamed of its predatory practices.

  Business Response

  Date: 01/04/2024

  Hello *******,

  We're sorry to hear about your experience. Upon review, it seems you spoke with one of our representatives ***** regarding your concerns and a mutual decision was reached to provide you with a prorated refund. As of 12/22/23, you were refunded for all of your unused services. 

• Initial Complaint

  Date:11/17/2023

  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.

  5/2021 In *********,** I purchased a Deal package for 10 Tattoo removal treatments for my shoulder and received 1st treatment.07/2021- Received 2nd treatment, but discovered my client info was inaccurate. LaserAway noted I was receiving tattoo removal on my inner thighs at the darkest skin tone. When bought to the staff attention multiple times things were ignored. I felt this issue was minor correction but it was treated as if I was in the wrong. A extension was granted by former Mgr. *************************** when requesting a refund 11/2021 due to this treatment. 07/2022- Relocated to Toledo 04/2023 Once again I addressed the inaccuracies in my client portal. I received email correspondence from ****** (*****) ****** ************************ Rep. who apologized and corrected the inaccuracies. She offered to refund $310 of $1299 I spent due to charging me $499 each for 2 treatments received in ********* previously or another extension. I explained I can possibly receive remaining treatments in Astoria, ** near my jobs headquarters. 11/2023- No longer had this option due to a change in my work schedule. I contacted *************** regarding this updated and explained there is no location within 200 miles of my home address. So theres no way to receive 8 remaining treatments. She reiterated that only a refund for estimated $310 will be granted ,because LaserAway is charging per single treatment at $499. I responded that is unfair when LaserAway package was estimated per treatment @ $129 and cannot provide services to me; because the nearest location is unreachable. Unless transportation cost will be compensated. In same email I requested legal info as well. As of 11/17/23 I received no response from Laseraway

  Business Response

  Date: 01/04/2024

  Hello ******,

  Upon reviewing your account, unfortunately LaserAway may only extend a store credit for the unused treatments of your package. Please be assured your credit does not expire and can be used at any time in the future. If you're unable to use your credit, you're welcome to transfer it to a family member or friend who might be able to use it sooner. 

• Initial Complaint

  Date:11/16/2023

  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.

  Spoke to a person over the phone. I was looking at facial hair removal, saw an ad and had questions. LazerAway phoned me immediately and said I should have something else done; that they could not remove the hair type I was concerned about. I considered it and decided to try it. I got several texts and emails and phone calls regarding the appointment and finances. I thought about it over the next 2 days and my personal life demanded those funds so I cancelled and called them and said I was not going to do it after all. I have never gone to LazerAway nor have I had any kind of procedure with them. They took out a loan in my name and they got paid. The are keeping the funds and the loan company is billing me! I owe no one any money at all.

• Initial Complaint

  Date:11/15/2023

  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.

  Business: Laser Away - location Hillcrest, *********, ** Amount paid: $750 Date of payment made: 09/25/2023 Date of initial procedure: 10/12/2023 Consumer have contacted business 3 times by email and there was no answer.Nature of dispute: consumer requested and paid for Revanesse filler and without her knowledge was injected with Juvederm filling. Consumer account and email communications with laser away show that she paid for ********* and received the other filling in her lips.

  Business Response

  Date: 01/04/2024

  Hello *********,

  We've attempted to resolve this with you and have reached out to you a few times to discuss. ***** emailed you on on 11/17/23 trying to gather more insight to better address your issue. Please respond to ***** so we can further assist you.

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 20874142
  
  I am rejecting this response because:

  I have communicated with ********************************* from **************************** by email but unfortunately the issue was not resolved. During emails exchanged with ********************** I explained that without my knowledge I was twice injected with a different filler than the one I purchased and gave consent to have injected in my body. I explained to ********************** that since I did not receive the product I purchased I would like to be reimbursed for the original amount paid, which is $750. In his last email to me ********************** said: "we are happy to have you come in for an evaluation if you feel like there is something physically concerning about filler". The core issue in this case is not related to a physical concern with the filler I have received but of negligence as a patient was injected in her body with substance other than the one she have agreed on receiving. The wrong product was injected to the client's body and the client is not seeking compensation for the gross error and negligence from the medical team at this point, only requesting a reimbursement for the item she paid for and did not receive. The case is moving to small claims and it will be based on medical negligence, which will generate a much higher compensation request. 

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

  Business Response

  Date: 01/19/2024

  Hello,

  Patients legally consent to doing either Juvderm or Revanesse. The legal consent form at LaserAway is the same and the products are both fillers. Patients frequently switch between different products or services. If there is a different set of risks, we will have you sign another consent, but since both products are covered in the same consent form, you are free to switch between both. Our goal is to allow ultimate flexibility, especially with fillers. As previously discussed, we're happy to bring you in for an assessment to review your concerns. 

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 20874142
  
  I am rejecting this response because:

  The word EITHER  is stated in the legal contract form and in ********************** correspondences to me through the Bureau and personal email. This has been the base of Laseraway responses to my complaint: laseraway says that sign a contract agreeing to receive EITHER product. 

  However, we understand without any doubt, that word "either refers to a "choice" between two options (in this case Juvederm and Revanaese) and this choice is made BY THE CLIENT ONLY.

  Once the choice is made the consumer expects to receive what was chosen, what the consumer agreed upon, what the consumer paid for.

  The word EITHER DOES NOT allow Laseraway to MAKE THE CHOICE FOR THEIR CLIENT OR or to inject the client with whatever THEY want.
  

  I was ARBITRARILY injected with a product that I did not choose. That is an ERROR from the company and the manner in which Laseraway is handling the issue is only contributing to characterize it as NEGLIGENCE.

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

• Initial Complaint

  Date:11/11/2023

  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 purchased a laser hair removal package after receiving a quote in-person. I had called LaserAway to pay over the phone after I had some time to think about it. The package was on sale for $4744, I opted to pay half on the spot ($2372). A few weeks later, I called ************** instead of the national number and asked to add another area for hair removal. I paid an additional $1,044 over the phone. On the day of my appointment, October 7, my nurse had said that a certain area was not included in my package. Given that I never received a receipt from LaserAway, I just assumed I accidentally forgot to ask for it, and paid another $358.20. I have paid $3774.20 paid out of a total of $6146.20.Since October 7th, I am trying to get this problem solved. I have chatted and spoken on the phone to over 10 people: ***, ******, ******, *******, ****, ****, *******, and others whose names I can't remember. Each said they'll "escalate to corporate" and I'll "hear back in ***** hours." I am exhausted and do not trust or feel comfortable interacting with this business anymore because I have still yet to talk to someone who can help me. I am seeking one of two options: a billing adjustment to mark my payment as complete at the $3774.20 amount, or a full refund of $3774.20. Thank you.

  Business Response

  Date: 01/04/2024

  Hello *****,

  Our records indicate that this issue was resolved on 11/22/23. We spoke on the phone and reviewed your purchases then added on an additional package. I hope all is well now. If you are still having any troubles, please let me know. 

• Initial Complaint

  Date:11/10/2023

  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 paid for laser tattoo removal and had several sessions done with very little progress and excruciating pain. I decided to go somewhere else after over 12 sessions and that is when I found out they were using a laser for hair removal on me, not a tattoo laser.

  Business Response

  Date: 01/04/2024

  Hello ******,

  We're sorry to hear you're dissatisfied with results. Since tattoos were meant to be permanent, the reduction process can take time and patient as there are many factors that can affect your overall results. Unfortunately, since all of your treatments were completed, LaserAway does not offer refunds for rendered services. However, if you're interested in returning, we're happy to work with you to try to provide you with a more satisfactory experience. 

• Initial Complaint

  Date:11/08/2023

  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.

  I purchased a package for service which I never received, I have called the business enough times to request a refund since they will not complete my service as I am pregnant. No one ever calls back. I simply would like a refund to the form of payments

  Business Response

  Date: 01/04/2024

  Hello *****,

  You were refunded for all unused treatments on 12/1/2023 as a result of your dispute with Alphaeon.