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

  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:11/07/2023

  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.

  Late August or September of 2022 I went ahead and contacted Laser Away ******** for a Cool Sculpting deal. I spoke with a rep over the phone and had a brief consultation regarding Cool Sculpting. Went ahead signed a contract and got approved for a $6,000 Vive credit Card but the total sessions of treatment was $9000. After that I put $1000 down of my own money to start an appointment but since the approval not once have I ever stepped foot in that office. I have not received any type of treatments and continued paying off the credit card debt which is the $6000 I accumulated. Now I understand I signed a contract but I believe I shouldn't have to continue paying off a service never used. I've tried paying off the $6,000 the interest payments are bothersome now I can't keep afloat any longer. I would appreciate any help with this situation as I've contacted Laser Away since and they mentioned there was nothing they could do and I must continue to make payments towards a service never used.

  Business Response

  Date: 01/04/2024

  Hello *******,

  Thanks for reaching out. Unfortunately, LaserAway may only extend store credit for your purchase. Please see our refund policy here: *****************************************************. If you do not want to proceed with your originally intended services, we can absolutely exchange the service. We may also gift some of your credit to a family member or friend of your choice if you're unable to use the credit yourself. 
  

• Initial Complaint

  Date:11/03/2023

  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.

  On Oct 31, 2023 at ****, I cancel my purchase of $2208.20. ***** reported that I will refunded to my credit card. On Nov 2, 2023 I contacted Laser Away to confirm it is cancel, and ******** reported it is cancel and refunded back to my account. I asked for documentation to send to my email; however, it was not a refund receipt. It was a receipt of my purchase. I filed a fraud report with my credit card and currently it is under investigation. Now, I will report a compliant with the Department of Medical Board of **********. I will also will contact HIPPA bc of the fraudulent activity.

  Business Response

  Date: 01/04/2024

  Hello ******,

  According to our records, you were refunded and honored the pro-rated refund rate as a result of your dispute. You have been refunded all that is owed as of 11/19/23.

• Initial Complaint

  Date:11/03/2023

  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 am writing to complain about the ******** treatment services I purchased from LaserAway in May of this year.Initially, I chose them as my ******** treatment provider based on the information I found on your official website, which indicated a **** (Buy One, Get One) promotion, allowing me to purchase 900 pulses of ******** and receive an additional 900 pulses for free. I confirmed this offer with their representative, ******, both through text messages and the company's **** proceeded with the transaction on 5/2/, making the payment of $2994 via your financing program, as detailed in the invoice. The invoice clearly stated the items purchased, including the ******** FLX Face Featuring Eye Opener (Quantity 1, Price $2994) and the **** Free ******** FLX, with the total amount due being $1994 after the discount.My first treatment took place on 5/7/, during which 600 pulses were used. At that time, I was informed that I still had **** pulses remaining due to the **** promotion. However, during my subsequent visit on 10/30/, I was informed by one of their staff member ****** that the service was not sold by pulses but by parts (upper face, lower face, eyes, and neck), and today I have used all my purchases. This contradicted the information provided to me earlier, leading to confusion and disappointment.Upon showing my invoice and text messages to ******, I received confusing explanations from her and ******* who worked as one of the administrators. ****** mentioned that the company had never sold ******** services by pulses but by parts, while ******* stated that the upper face treatment I received previously was the one I had purchased. and this visit constituted the free treatment. I am deeply concerned and frustrated by this discrepancy in information and the apparent change in your sales strategy. My request is (1): either refund the services I have not yet enjoyed (2) allow me to continue my treatment until I have utilized all the pulses I purchased.

• Initial Complaint

  Date:10/30/2023

  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 paid, $1,144.95, for Permanent Facial Hair Removal, at Laseraway. While there, I overheard a person, say, Can you believe this place, is related to that, Rip Off, Sono Bello, Laser Liposuction? Well, I know someone, who had a terrible reaction to that & this *** so, I requested a full refund & been getting, The Run Around, since! I heard, Itll take, 5-7 business days. That officially ends, on 11/1/2023. Can you please, help me?

  Business Response

  Date: 01/04/2024

  Hello ******,

  To confirm, your purchase was cancelled and fully refunded as of 11/1/2023. A copy of your receipt was sent to you via email.

• Initial Complaint

  Date:10/26/2023

  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 had a bad experience with Xeomin injections at Laser Away. On February 9th, yhe clinician, **************, provided false information about the product, including claiming there was no human albumin in Xeomin and advising it was safe to inject in conjunction with existing Botox treatments. Research later revealed that ****** has a black box warning against frequent treatments and warns against combining it with other products. Additionally, ***** injected an excessive amount of Xeomin in the wrong areas, leading to new wrinkles. Subsequent treatments at Laser Away in April, June, and September raised further concerns. The results from these treatments were inconsistent and often short-lived. I was not informed of the recommended four-month safety gap between treatments, resulting in uneven wear-off. The June session with ************** was particularly troubling, as her unsteady hands and memory lapses caused discomfort and a painful bruise, with no noticeable results. She didnt remember if she had injected a certain area and added more over it. An appointment on September 19th with ************** resulted in severe bruising, drooping brows, signs of ptosis in my left eye, uneven brows, wavy and thin skin, and new wrinkles all over my face. This treatment appeared not only ineffective but also detrimental to my appearance, as I now have multiple new wrinkles on my forehead instead of just frown lines between my eyes. I was inadequately informed about safety and efficacy warnings regarding Xeomin. Inconsistencies in information about the remaining units in my account are disconcerting. Despite multiple inquiries, I have received conflicting answers regarding the balance of my product bank. Clinicians made mistakes by injecting excessive product into the wrong areas or forgetting where they injected. These experiences have left me deeply concerned about the state of my skin and muscles and have eroded my confidence. *** reached out to corporate many times with no response.

  Business Response

  Date: 01/04/2024

  Hello *********,

  Thanks for reaching out. According to our records, this issue was resolved by *******. If you believe this to be incorrect, please let me know and I'll have her follow up with you again.

• Initial Complaint

  Date:10/16/2023

  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.

  ON AUG 20 I HAD APPT AT LASER AWAY FOR COOL SCULPTING. THEY HAD ALREADY DONE THE PAPERWORK OVER THE ***** WITH ME AND CHARGED ME $495 DOWNPAYMENT FOR TWO CLIPS OF COOL SCULPTING ON MY CHIN. THEN I FIND OUT THAT $495 DOESNT COUNT TOWARDS THE COST. ALSO, I SIGNED FOR 2 CLIPS ON MY CHIN AND ************** ONLY DID ONE CLIP AND SHE PUT IT IN THE WRONG PLACE. SHE PUT IT ON MY NECK BUT I COULDNT TELL UNTIL AFTER WHEN I GOT HOME AND SAW *********** LEFT ON MY NECK. THE GIRL TOLD ME THE MACHINES AT THAT LOCATION ARE BAD AND I SHOULD GO TO ****** LOCATION. I CALLED RIGHT AWAY TO COMPLAIN AND TOLD THEM IM NOT PAYING FOR 2 CLIPS AND ONLY GETTING ONE- THEY SAID I WOULD HAVE CREDIT- I TOLD THEM NO I WANT THE CONTRACT ADJUSTED- NOW THEY WONT RETURN MY CALLS- THEY ARE FRAUDING ME AND I WANT MY MONEY BACK AND CONTRACT CANCELLED- THEY DIDNT TELL ME THE $495 WAS A SET UP FEE FOR FINANCE COMPANY-

  Business Response

  Date: 01/04/2024

  Hello,

  Our records show you were properly refunded for unused applicators on 11/5/23 in the total amount of $1500.00. If you have any additional questions or concerns, please let me know.

• Initial Complaint

  Date:10/12/2023

  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 am writing to inform you of my horrible experiences with LaserAway, Located at ********************************-1. ******, ** ***** **************. I purchased 150 units of Botox for $1,500.00. I paid $1,400.00 because of a $100.00 birthday discount that Botox per unit will cost me $9.34 dollars per unit. When at first, I walked into their office on July 06, 2023. They were friendly and made me an appointment immediately the same day because they wanted only my money. They injected 40 units of Botox, but 8 of the 40 were from prior units I bought. Moreover, in the past, I never had any problem with LaserAway. I was always happy with great results; they had appointments whenever I called. But this time, I had my Botox done with no results. A month later, I spoke to a lady at LaserAway about my Botox, and she told me to give it more time to see the results. I waited another month, called back again, and spoke to a different lady from LaserAway. and said that I didnt see any results and would like to schedule an appointment. They told me they were booked and too busy, and I told them was not asking for a refund for the 40 units that did not work. I felt the Botox injected into me was too deluded, and I told them that I still had 118 units left of Botox. Also, ****** started screaming and being rude; she would not let me explain my situation. My coworkers and clients at my office heard the conversation and could not believe someone from LaserAway corporate would speak to their client so unprofessionally. ****** told me she would return my money, but I have not received it. I tried to call her back, but she would not answer.

  Business Response

  Date: 01/03/2024

  Hello ******,

  You were refunded as discussed on 9/27/23. Please see your receipt link here:****************************************************************.

• Initial Complaint

  Date:10/11/2023

  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.

  After several rescheduling issues in 2021, they never called me back! So basically they took $300 from me and that was that. Then, the creditor calls me to ask me to pay my monthly bill. I said, I never even had the procedure done! I told them to kiss off. Since then, both my parents became very ill and my father passed away. I had to move out of the county as well.

• Initial Complaint

  Date:10/11/2023

  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.

  On 10/08/2023, I had set up a consultation with Laseraway for a quote on pricing. The representative told me to fill out the information on the link she sent me over text message to find out what my "monthly payment" would be without informing me that I was filling out an application to a credit line. During the call she informed me that all of my information needed to be submitted at that moment to get my quote. Additionally, during the call, she informed me that they were offering a promotion but I would have to make a payment that day which I instructed her I was not interested in doing and she verified she understood. On 10/10/23 the representative sent me a text message informing me that I had already paid for the treatment and I then was able to locate the information on the credit account that I had not realized I had submitted. I have since called the credit company to close the account and contacted ********************** for a charge reversal, but have still not been contacted back.

  Business Response

  Date: 01/03/2024

  Hello ******,

  Your purchase was cancelled and fully refunded as of 10/10/23.

• Initial Complaint

  Date:10/09/2023

  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.

  I got a call to talk about my laser hair removal and how I can finance. I told ******** on the phone I DID NOT want to finance as she was making me sign up and I put the payment on my card up to 2k dollars. I received a credit card from ALPHAEON is The mail and she did sign me up to the credit card! She told me to lie and say I made more money that I did even though I said I did not want to finance. She told me to sign up and accept and sign all the things she was sending me in order to make an appointment. It was very misleading and unprofessional and criminal! I want to get my money back and find a way to get my credit score back up!! I never asked for a credit card which I clearly stated to her! I would like to cancel my laser hair appointment and get a full refund of my money for the procedures as well!

  Business Response

  Date: 01/03/2024

  Hello ***,

  Your purchase was cancelled and fully refunded 10/12/23.