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

  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:10/06/2023

  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.

  LaserAway "medical" staff advised that I needed 10 sessions for tattoo removal to be successful and urged me to pay for them in advance. I did so because there were some savings this way, but it was extremely expensive at $1,300. After 5 sessions the tattoo is gone and they refusing to refund me the remaining balance of what I pre-paid. I ONLY paid for 10 sessions because I was told by LaserAway medical staff, that I was told are medically trained nurses, that it would require that many sessions for the tattoo to disappear. I might understand if they were off by 1 or so sessions, but the fact that I only actually needed HALF the sessions is different. It seems completely fraudulent for "medical staff" to tell me that I need to pay for double the services required and then to say that I am not owed a refund. Additionally, I have been calling the LaserAway location I got services from over and over again asking about this situation and they have never once said a refund was not possible. On the contrary, I was told that I could have a partial refund for the balance and they would just need to do the research about how much/how to do it and they would get back to me. Not one of the 4-6 times I reached out was I told that there is a no refunds policy by any of the staff until I received the attached email, nor did anyone prior to this ever follow up with me as promised. Now, after reaching out for months to the location and finally to the national customer service line I am told that there is some policy that applies here that not one other employee I've spoken to knew to inform me of? They also it is partly due to the fact that I am past the "12 month window" even though my calls began within that window and received no follow-up.

  Business Response

  Date: 01/03/2024

  Hello ********,

  Thanks for reaching out. As discussed, LaserAway may only extend store credit for your unused treatments. If you have any correspondence that confirms that you requested a refund sooner than the 1 year time frame, I am happy to review it and potentially reconsider our decision.

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 20700204
  
  I am rejecting this response because:
  
  I do not know how I am meant to provide evidence of phone calls as I was never provided reference numbers for them. I assure you that I have been calling since at least early 2023 once a month to the local store and later the corporate number, all who promised to get back to me but no one ever did. After many failed attempts I finally tried to find another form of communication which is how I got the previously attached email. Do you find it appropriate business practice that I was told I was being advised by medical nurses, misled into purchasing double the services I needed, promised it could be resolved, never followed up with each time, and then told that when I finally do get a response I am too late? Furthermore, all of the many employees I spoke to prior to that email led me to believe partial refunds are normal which is what they indicated they would follow up with me about each time. At this point I live in a completely different state with zero LaserAway locations and couldn't use a "store credit" even if I wanted to. You cannot mislead customers into purchasing services they do not need and then hold their hard-earned money captive when they find out. I tried the normal avenues of assistance to allow you to right this wrong but after waiting all this time, being deceived over and over, and jumping through all these hoops, something needs to be done about this.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 01/30/2024

  Hello,

  Thanks for reaching out. After carefully reviewing your account, I can confirm that your package is only eligible for store credit. You purchased your package in June 2022 but did not request a refund until 9/11/2023. LaserAway may consider a refund up to 1 year. After 1 year, the package is only eligible for store credit. This is also addressed in your consent forms. Since you do not want to proceed with your originally purchased treatment, we are happy to provide you with a store credit in the comparable amount of your unused treatments. 

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 20700204
  
  I am rejecting this response because:
  
  As I have stated in each and every message I have sent, I called the location I had my services at NUMEROUS times about this refund and was promised follow-up but never received any. I eventually looked for alternate help at the national phone line which I contacted multiple times with no follow-up either and ALL of these times were within the "1 year deadline". Finally, after receiving zero calls back from either the local or national outreach I was forced to find a THIRD way to reach out, which is when I found the email contact you are stating I reached out to "too late". I had reached out over and over and over again within the year timeframe prior to sending that email, and only had to send it because I was never getting the callbacks I was promised. This has taken so much time and effort to try and resolve that I now live in a state with ZERO LaserAway locations, so there is nowhere to use a "store credit" even if I wanted to. I have been begging for assistance since way before the 1 year ***** the only reason we've surpassed that now is due to the extreme lack of assistance on your part. Correct this now. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 02/21/2024

  Hello,

  
  Thanks for your response. Our team does document each time that a refund request is placed. According to our records, your initial request was past the allotted time frame. Unfortunately, due to company policy, LaserAway may only extend a store credit. Please be assured the store credit does not ever expire and can be used at any LaserAway location nationwide. If you're visiting an area where a LaserAway location is, we can easily schedule you for an appointment. If you're unable to use the credit, we can definitely transfer your credit to someone of your choice who may be able to use the credit sooner. 

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 20700204
  
  I am rejecting this response because:
  
  I am once again telling you that I only had to resort to researching whether you had a national customer service line because I had been calling my local store for help for months and was being promised follow-up from them. You are now telling me, due to your own store's lack of follow through or, apparently, note taking, that this is MY fault? This is unacceptable. I am further telling you that this has been dragged out by you people long enough that I live in a different state and couldn't go to a Laser Away location even if I wanted to and your response is that I should use store credit???? Your "nurses" LYING in the extreme about how many services I would need is what caused this in the first place. You cannot defraud people into paying for double the amount of services they need, then hold that half of their money hostage for services never rendered. I will pursue further action if this is not resolved immediately because this cannot be legal. Do the right thing and fix the issue you caused. Now. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:09/28/2023

  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 was contacted August 28,2023, where I did a virtual consultation for LaserAway. I did their financing plan and find out about a week and a half later, I'm pregnant. I asked ******* if I find out can I cancel the services, she reassured me I could. I've call multiple times reached out to the loans earlier enough so I wouldn't be billed. I've texted, emailed, called. Every rep ******* me that it's being escalated. Nothing has happened and I'm still being charged. This is causing a lot of stress of my pregnancy. I don't want to be billed for or have to pay services I'm not utilizing. To be giving the constant run around is very unfair. I reached out to both *********** and you have to contact LaserAway since my contract was with them.

  Business Response

  Date: 01/03/2024

  Hello *******,

  As requested, your purchase was cancelled and fully refunded as of 9/28/23.

• Initial Complaint

  Date:09/25/2023

  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 haven't paid anything, however they sent me an invoice for $2664.41. I never agreed to this I simply gave my info to see if I qualify for the credit card not to make a PRE-PURCHASE!!! NOT COOL Listen to the recording!!!!

  Business Response

  Date: 01/03/2024

  Hello **********,

  We're sorry to hear about your experience. Upon review, it does appear that this was a purchase that you consented to as we have a copy of your Driver's License on file to push the loan application through. However, since no services were rendered, you were fully refunded as of 8/31/23.

• Initial Complaint

  Date:09/25/2023

  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 bought the full face, under arms, bikini and legs package for laser hair removal in 2022 and went to multiple sessions that were extremely painful and left bruises all over my legs that lasted for weeks. I had to call the nurse at laser away and they did nothing about it and said they probably used the wrong level of laser and would use a lighter one the next session. After this, the same reaction occurred with extreme bruising. I have not finished all of my sessions as they are harmful and have NOT been successful in removing my hair in any of the areas!

  Business Response

  Date: 01/03/2024

  Hello ******,

  We're sorry to hear about your experience and troubles with your treatment. If you'd like to change your treatment, we're happy to provide a store credit exchange for your unused treatments if there's an eligible. Please see our refund policy here: *****************************************************. If you have additional questions, please contact your local LaserAway for further assistance. 

• Initial Complaint

  Date:09/22/2023

  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 asking for a refund of $1274.50. This is for my two purchases one on. May 9 for $655.51 and one on march 31 for $618.99.I have been given incorrect information about the services I purchased. The original clear and brilliant facial treatments were not recommended for my skin type after I spoke to the nurse, and there were restrictions regarding it, that the nurse advised me about that I was not told beforehand.I spoke with someone named ****** over the phone and over text message when I asked for a refund and she convinced me to get a different type of facial treatment which included the neck and chest. When I made my appointment for the service, it was supposed to include neck and chest.When I got there and talk to the nurse, the neck and chest was not included in my purchase. So I had to leave without getting the treatment. ****** then told me it had been fixed.When I came in again, it was the same problem with how it had been scheduled. I have had issues with the service with scheduling problem is an incorrect information and I am asking for a refund. I am not interested in a credit because I do not want to have any more services done here except for the remaining laser packages that I am doing.It is stressful and messes up my schedule to have problems every single time. When I asked for a refund, ******* emailed me and I am not able to speak with ******. I asked to speak with the corporate office, and I was told that there is no phone number where I can call them but they can put in a ticket for them to call me.It has been over a week and nobody has contacted me from corporate. I checked back in with ******* to tell her no one has contacted me. I also have them put in another ticket in person at another location and still no contact.I would like a refund

  Business Response

  Date: 01/03/2024

  Hello ******,

  According to our records, this issue has been resolved and a store credit exchange was provided. If you have any other questions or concerns, please contact your local LaserAway office directly.

• Initial Complaint

  Date:09/21/2023

  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.

  I was trying to reach out to *************************, Regional Clinical Director of LaserAway. I have expressed to her that I am not happy with the treatment. The first time I reached out to Laseraway, she was the person who responded with explanation on how I should expect the results for the treatment done. When I replied to her and told her that I have hopes to discuss further, she never responded at all after my second attempt to reach out to her. I was hoping she will refer me to a designated clinic here and *********** to help me resolve my issue. Nothing. She just explained to about Thermage. BUT SHE NEVER ASKED ME TO VISIT A CLINIC TO HAVE ME CHECKED TO ADDRESS MY CONCERN. I am left with a huge credit card bill solely opened as an account dedicated for this treatment. I am trying to dispute it with the bank and still waiting for their decision.I am hoping that I can get refund on Clear + Brilliant package which I don't think is working for me. All it does is burn me on day 1 and all my dark spots, acne got worst. For a huge credit card bill, I don't need this kind of treatment that does not deliver result. I was questioning the machine setting they are using, I was asking if anyone can show me my before and after photos, NOBODY wanted to do that make sure my issues addressed.Laseraway will take the money and will never follow up with the status of their patients. They will push you to open a credit card account to fund the procedure but when things are not working out, you are left with a bill, no result.Please help. Thank you Please help!

  Business Response

  Date: 01/03/2024

  Hello ******,

  We're sorry to hear about your dissatisfaction. While most patients are pleased with Thermage and Clear & Brilliant, every patient's experience can be different. As with most procedures, results can vary with each person and unfortunately a specific outcome or result cannot be guaranteed. We're happy to bring you in for an assessment so that our medical team can review your photos with you. However, please note that since services are elective, LaserAway does not offer refunds for completed treatments but we can see how we can improve your future experience. In regards to C+B, you're eligible for store credit for your unused treatments. 

  Customer Answer

  Date: 01/09/2024

   
  Better Business Bureau:
  

  Although I am not fully satisfied with the merchant's resolution, I wish to move forward with it.  Please let me know how to get the store credit.

   

  Thank you BBB for helping me on this issue.
  
  Sincerely,
  
  ****** *******************

• Initial Complaint

  Date:09/14/2023

  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 have called to try and speak with customer service at least 4 times along with sending emailed about an issue with a package that I have purchased and have yet to hear from corporate. Back in 2017 I was sold on a package for laser tattoo removal that included 6 areas. The last 3 times, I have only been treating 3 areas instead of all 6 due to the pain tolerance. I was assure at those sessions that they would be able to keep track of count and took photos. When I called to schedule an appointment a very rude and combative front desk receptionist informed me that I had fewer sessions that what is accurate and that they have lost count. She proceeded to tell me that since my package was purchased in 2017 that they would have no way of telling. I would not have purchased a package up front if I knew there would be mismanagement of my sessions. They have taken photos each time and I believe they should be able to count the treatments on each individual area instead of grouping them into one size. If I knew this was the case, I also would have continued to do them all at once but once again the pain is extreme for me. I am seeking help to resolve.

  Business Response

  Date: 01/03/2024

  Hello,

  From what I can see, this issue has been resolved and you have been able to continue treatments. If this isn't correct, please let me know and I'll do my best to assist you.

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 20601177
  
  I am rejecting this response because: the issue has not been resolve and to this date no one has reached out to me. I have continued treatment because I paid for a package but in terms of the discrepancy of how many I have left no, this hasnt been addressed
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/19/2024

  Hello,

  Due to HIPAA guidelines, I cannot discuss your account and any specifics without your permission to do so. Please feel free to reach out to ****** at ********************************** or please confirm that I am permission to discuss your account and/or purchase details on this platform. 

• Initial Complaint

  Date:09/13/2023

  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.

  Treatment Date: Sept. 8 Called LaserAway on Sept. 9 Sent first email about complaint on Sept. 9.Ive been a loyal client since Dec. 2021 and I have received 18 Clear and Brilliant treatments throughout this time, so I am well aware of what happens during and after the treatment. Although the reason is unknown to me, the treatment I received on Sept. 8, 2023 for Clear and Brilliant was not done correctly and I had no reaction/improvement, not even a little change, from the treatment they claimed I received. Please see attached document containing emails that exaplain what happened in detailed. I am requesting for the procedure to me done again or to be reimbursed for the "one" treatment ($303.00) that was not done correctly. LaserAway requires customers to pay for multiple treatments, for example, 6 treatments, at one time ($1820.50). The one treatment, if divided, would cost $303.00.

  Business Response

  Date: 01/03/2024

  Hello,

  Thanks for reaching out! We're sorry to hear about your dissatisfaction. Upon carefully reviewing your account, I saw that you spoke with our regional medical director and representative ******* regarding your concerns. As discussed, your treatment settings and treatment were performed appropriately. Side effects like redness, microcrusting, etc. can occur with each treatment but are not necessarily an indication of an effective treatment. We commonly see textural responses tend to lessen with the more improvement achieved. However, I see we were able to work with you and add on a free treatment with your most recent package purchase. We hope this provides you with a more satisfactory outcome and experience.

• Initial Complaint

  Date:09/13/2023

  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 received a promotion from LaserAway and was immediately contacted by a representative that informed me about financing or pay in full. She then prompted me to fill out forms about my personal information but I did not put a credit card on file to be charged. I agreed to the appointment and consultation to gain a better understanding and think about if the process is right for me. As I was finished with the call, I received an email stating I paid and was shown an invoice. I had no idea I had to open a line of credit to continue with a free consultation. I have not been to any appointments as I had noticed a line of credit was going to have to be opened. I can not open a line of credit right now due to no income at this time and can not have it affected on my credit.Invoice Amount: $2094

  Business Response

  Date: 01/03/2024

  Hi ******,

  Your salesperson **** will be contacting you shortly to discuss your options. If you do not hear from her, please let me know.

• Initial Complaint

  Date:09/01/2023

  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.

  Laseraway in ******** ran my credit without my consent and now I keep getting harassed but UAS. I did not end up using any of the sessions in the package they tried to sell me in fact I didnt even go to my first appointment. I canceled my account with them because they were so unprofessional over the phone before ever going into the ******** location. Now UAS keeps saying my account is active with laseraway and threatening to transfer me to a debt collector?! This is just so unbelievable Im at the point where ** convinced I need an attorney.

  Business Response

  Date: 01/03/2024

  Hello,

  We're sincerely sorry to hear about your troubles with cancelling your package. To confirm, you were fully refunded as of 9/8/2023.