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Business Profile

Skin Care

LaserAway Medical Group

Complaints

This profile includes complaints for LaserAway Medical Group's headquarters and its corporate-owned locations. To view all corporate locations, see

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LaserAway Medical Group has 143 locations, listed below.

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    Customer Complaints Summary

    • 464 total complaints in the last 3 years.
    • 177 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/31/2023

      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 purchased a package of 10 laser tattoo removal sessions for approx. $1155, financed by a 3rd party lender, payable over 12 months. I received one session of tattoo removal, and on my second and third appointments I could not continue the service. It was emotionally triggering, far too physically painful and caused me to experience a panic attack both times. I have thus far made $300 in payments and received essentially one treatment. I asked to cancel the remaining package/payments and end my treatment. They told me that my options were A. to pay $1058 for two sessions (their claim is that the full, non promotional price of a single session is approx. $527) or B. to accept $855 in store credit. As you can understand, neither of these scanrios make any financial sense. One could reasonably assume that if a package of 10 sessions is offered at $1155, each session is $115. To now claim that I owe $1058 for two sessions is completely ridiculous, especially when I have only received one session! I have contacted the 3rd party lender to file a complaint and hope they can assist in a resolution. Its very clear that LaserAways valuation of their services is completely subjective and flexible, and they are going to attempt to manipulate the situation in any way they can to squeeze money from their clients. I regret this entire situation and wish I would have read more about their poor business practices before entering into this package.

      Business Response

      Date: 01/03/2024

      Hello,

      We're sorry to hear about your dissatisfaction. After carefully reviewing, it appears you disputed your charges and as a result, were refunded for your unused portion. Unfortunately, LaserAway does not have the ability to make any further amendments once a dispute has been finalized. If you're still experiencing issues or feel there is a discrepancy, please contact your lender directly. 

      Customer Answer

      Date: 01/09/2024

       
      Complaint: 20540666

      I am rejecting this response because: I have not been refunded for the unused portion of my package by LaserAways partner lender, PatientFi. PatientFi has paid LaserAway in full, and now I remain responsible for my loan from PatientFi. Unless LaserAway returns the funds to the lender, they will not refund the remaining amount. 

      Sincerely,

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

      Business Response

      Date: 01/09/2024

      Hello,

      Due to HIPAA guidelines, I am unable to share your receipt on this portal. If you will permit me, I will send you a copy of your receipt and the price breakdown for your reference. May you please confirm I have your permission to disclose this information? 

      Customer Answer

      Date: 01/11/2024

       
      Complaint: 20540666

      I am rejecting this response because:

      Yes, I offer my consent to include whatever documentation is relevant to this case.

      Sincerely,

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

      Business Response

      Date: 01/24/2024

      Hello,

      Here is the link to your refund receipt which was issued on 8/31/23 as a result of your dispute: ****************************************************************

      Customer Answer

      Date: 01/24/2024

       
      Complaint: 20540666

      I am rejecting this response because:

      I am seeking a refund for the total package amount of $1194.00, not an erroneously determined amount of $136.

      I attended ONE full session of tattoo removal and one incomplete session which I terminated early due to the unbearable pain of the the procedure. The package I purchased was for 10 sessions of tattoo removal. According to the logic of this refund youre telling me that the value of one single full session and one incomplete session is $1,058, and that the remaining amount that you refunded ($136) is the remaining value of the package. Is that your assertion?

      According to reasonable logic, if 10 sessions is priced at $1194, the assumed price of a single session is $119.40. Even if your company deducted two full sessions from the package price, that would entitle me to a refund of $955.20. The erroneous refund amount of $136 has no relationship to any facts in this case. 

      Sincerely,

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

      Business Response

      Date: 02/05/2024

      Hello,

      We're sorry to hear about your experience with the treatment. If you're unable to proceed with your current service, that's totally understandable. We are happy to discuss your needs and find a different service for you that's more to your liking and satisfactory. However, as informed, the options provided are correct. LaserAway's refund policy is typically all sales are final and store credit only, but we may consider a refund in some circumstances up to 1 year. Please see our policy here: ******************************************************.

    • Initial Complaint

      Date:08/30/2023

      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 received an email confirmation from Laseraway regarding a paid invoice #************** of a value of $1303.55 on 8/28/23 at 3:08pm. I called the location at 7pm and spoke to a lady named ******, and at the time she wasn't helpful as she was closing. She called me back regarding the issue on 8/29/23 at 10:55am and told me the person who helped the customer inputted the wrong phone number and the invoice was sent to me by accident. But all the financing for treatment was sent to the correct customer. I just don't understand how a mistake of this degree can easily just be fixed by a simple apology. I just don't think they even showed any remorse or acknowledgement to the gravity of their mistake. I had to put credit freezes on all my accounts to make sure it was not Identity theft to secure myself. I just don't know if what they are saying what happened is actually true. I wish they would've given me a bit more reassurance that things will be okay. I told them to deactivate my account and make sure I am off their system completely. I will not be using their services in the future.

      Business Response

      Date: 01/03/2024

      Hello,

      We're sorry to hear about your experience. To confirm, there were no charges made to you directly and no inquiries made on your credit. Due to our application process, you would have to have received a link to fill out and complete any finance application. As explained, the package was accidentally processed under your profile at the time for a patient with the same name. We understand how alarming this may have been and profusely apologize for causing any concern. As requested, you have since been removed.

    • Initial Complaint

      Date:08/30/2023

      Type:Order 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 not liable for this debt with Laseraway, I do not have a contract with Portfolio Recovery, they did not provide me with the original contract.

      Business Response

      Date: 01/03/2024

      Hello,

      Thanks for reaching out. Upon review, I see that you made a purchase in November 2019 for the total amount of $1799.25 from our ************ location. From that package, you've completed 2 treatments. It appears the lender tried getting in touch with you a few times due to your account being delinquent and eventually closed it due to non-payment. I encourage you to reach out to *** directly to resolve your account. Their number is *************. They will also be able to provide you with a copy of your loan agreement. 

    • Initial Complaint

      Date:08/25/2023

      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 contacted LaserAway, an aesthetic clinic, to address my smile lines. During a blind phone consultation on Saturday, 22 July 2023, a representative recommended purchasing three syringes despite my mentioning my lines weren't deep and that one needle would suffice. She said that LaserAaway has a financing option I can apply for and pay for over a year to cover the procedure fees. So, she sent me documents a link with a document to sign on the phone. Upon visiting the clinic on 08 August 2023, the nurse who injected me informed me that only one syringe was necessary. She suggested using the remaining two syringes balance as a credit for the "****************," a facial treatment. Based on my understanding, it was an adjustment, not a different charge. I inquired about it, and both receptionists at the reception confirmed it was an adjustment. Once again, they sent me a link with a document to sign on the "****************" spot. To my surprise, two days after my visit to the clinic, I discovered that a lender, ********************* via PatientFI, had assigned me a $4,000 loan. Besides, my PatientFi account shows separate balances: the First Account, *********, for the three syringes, $ ********, and a second Account, *********, for the "****************" with a $1,139.50 balance. I was so surprised since I did not remember connecting with lenders. I have made multiple attempts to contact LaserAway via email and phone, but to no avail. Eventually, I received an email informing me that my request to cancel the procedure was denied. They are now pressuring me to return to the clinic for the treatment while explicitly stating that they will not refund the money for the unused syringes or the additional procedure. I contacted PatientFi to explain the ongoing issue. They told me the only resolution is a refund from LaserAway for the new funds allocated toward their services. I currently have over $2500 tied up with PatientFi for services that I did not benefit from

      Business Response

      Date: 01/03/2024

      Hello,

      We apologize for our delayed response. I am unsure if this request still needs assistance but, if so, please let me know and I am happy to assist you. 

    • Initial Complaint

      Date:08/24/2023

      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.
      My name is ******************. Phone # **************. I am doing legs at *********** location. The nurse name is ******* and the one in the reception who helped me her name is ****. They refused to do the toe area for me although it was done for me on my first session. They said it is not in the protocol. I wondered, how come this was done on my first session if it is not in the protocol. They told me the nurse was just nice with you. I was like why dont you guys be nice with me as well especially Ipaid for Brazilian, legs and underarms then Ill be doing my arms and other areas as well so you should encourage customers and be nice with them. Unfortunately, they ignored me. I need my toes to be done otherwise I need my whole money back and Im not dealing with Laser away anymore.

      Business Response

      Date: 01/03/2024

      Hello,

      This case has been resolved. After carefully reviewing your account, you spoke with ***** and were refunded for unused treatments on 10/31/23. 

    • Initial Complaint

      Date:08/24/2023

      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.
      ***** at Laseraway in ******** told me she could give me a great deal for a cool sculpting upgrade. She said she would send the agreement forms over to me to sign. (I wasn't planning on signing them; I just said she could send the documents to me to get her off my back.) She walked back into the room a little while later and said, "So I did something weird," I opened my email, and it said, "Laseraway signed your documents." I looked at her, and she said, "****, but you're cool, so it's fine." I asked her if we could void it, and she said, "No, it's too late, but I know how bad you want to do it, so it's okay." A month later, I called them asking for that same one to be refunded, and they said, "We don't do refunds, but we can see what we can do for you." Later, they called me back and said, "We can't refund you." at this point, I let it go, and I didn't want my hard-earned money to go to waste. I think I had 30 cool sculpting applications with them and I only used 9 to 11. In my mind, I hadn't even touched the cool sculpting treatments from the one they signed for me. At first, I was happy with my results. I went to get my abdomen done, and after that, things were very off with my health as I have Crohn's disease. I got a doctor's note from my PCP saying I could not use any more cool sculpting applications. I sent this to them along with a refund request for what I HAD NOT used. I can live with paying for what I did use. ***** from Laseraway Corporate called me and refunded everything I used, even though that was not what I requested. He was vulgar to me. This is the WORST customer service phone call I have ever experienced. While on the phone with him, knowing he was corporateI asked about the signed agreement from Laseraway from *****. He proceeds to tell me it "wouldn't be fair to us to refund that to you," "***** did nothing wrong," and "that didn't stop you from using the treatments." This is only one of the few conversations I had with him.

      Business Response

      Date: 01/03/2024

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

      We're sorry to hear about your experience. After carefully reviewing your account, I saw that you've disputed your loans with the lenders. As notified, there is no amount left over to refund; however, we will gladly extend a store credit for any unused portion of your package. Please find our refund policy here: *****************************************************. You may also find it in your MyLaserAway portal in your consent forms. 

      We appreciate the feedback about our representatives and will fully investigate this matter. In the future, we'd love to work with you to provide a more satisfactory outcome and experience. 

      Customer Answer

      Date: 01/08/2024

       
      Complaint: 20517285

      I am rejecting this response because:


      Hi!

      Thank you so much for your apology and reaching out. I appreciate the efforts. However, I am referring to the loan with VIVE financial. I also attached a voicemail I received from ***** stating my phone number has been blocked after calling multiple times, and receiving no help (I tried to attach this but the file is too big. I will have it in my phone regardless.) So In return my phone number has been blocked. I originally stopped these services because I was having more crohns flare *** than normal I also remember ***** stating to me on the phone that my medical issues were an inconvenient reason for my refund. I remember sitting there in tears after that phone call. They did in deed sign that $3,300 agreement for me they also told me once they did sign it there is no way for us to refund you the form has already been signed but babe youre going to thank us once your tattoo is gone. I tried to get them to void it many times after that, I was in tears at this point and they still refused and said youll thank us once that tattoo is gone babe I promise we set up your first tattoo removal after this facial session. So excited for you to get it removed. I initially told them my story about my tattoo. My tattoo was something I did not want to get in the first place. My mom doesnt like tattoos. I went to a tattoo salon with a friend she told me she was going to get a tattoo. Instead this friend, when we got there told me if you dont get a tattoo Ill never talk to you again. I ended up getting it and afterwards I had an anxiety attack because I thought my mom would hate me. My friend then filmed me and put me on her Snapchat story and laughed at me the entire time. I told the girls at laseraway this story and they used that as an excuse to sign the $3300 form for me. Also after this happened I called the store a few days later still trying to get the agreement reversed and they said since its you babe well see what we can do. A few days later they called me back and said we cant give you a refund we asked our corporate manager but we threw in some extra stuff for you. I tried to get it disputed a few times after that. I havent stopped trying. From what it looks like to me reviewing my account (I could be incorrect), they pulled all my cool sculpting services from the $3300 loan they signed for me so that they could say, You already used services; you cant have a refund. I had cool sculpting applications left on my other loan with them at the time so they could have pulled it from there. I still believe this is fraud. I want that VIVE financial account completely disputed. I dont want any more cool sculpting services because they hurt my crohns. ***** at Laseraway ******** was the girl who signed the form for me and the girl who told me there was no going back once it was signed. I hope we can come to some peaceful agreement. I feel as I was taken advantage via my emotions that day when this form was signed a year ago. 

      Sincerely,

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

      Business Response

      Date: 01/09/2024

      Hello,

      Thank you for your explanation. I'm very sorry to hear about your tattoo experience.

      In response to your claim of fraud, according to our records, it appears that this is a loan agreement that you consented to as we do have an ID on file for you. Also, in our application process, our sales representatives will send you a link to complete the application personally. Once the application has been completed, your unique IP address will be recorded along with your signature. 

      As previously explained by *****, you were charged for the services that you rendered and have been fully refunded what is due for your unused services as of 7/21/2023. The reason you were not refunded for your tattoo removal package is because this package was included complimentary with your purchase of a different service. Since the treatments were free, there was not an amount eligible to be refunded. I am happy to send you a copy of your receipt verifying this information if you would like. Please let me know. 

      Customer Answer

      Date: 01/11/2024

       
      Complaint: 20517285

      I am rejecting this response because:


      Um no. I did not give them permission to sign that $3300 loan for me. Im literally not asking for a refund. Im asking for the payments to stop on my VIVE account and if the tattoo was free as you claim there should be no reason as to why you cant stop those payments. I want the rest of the balance on VIVE be reduced to Zero. Im not asking for a refund on my VIVE account for what I already paid for on that account Im literally just asking for the amount thats left to go away.. it was fraud NO I did ABSOLUTELY NOT give them permission to sign that for me. The fact that you dont think blocking my number was unprofessional or things that ***** said to me over the phone was unprofessional is beyond me. I literally want that account to say Zero. The fact you have my ID on file is not grounds to give them permission to sign a $3300 loan for me..


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

    • Initial Complaint

      Date:08/22/2023

      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 paid out of pocket over $400 for less than $200 worth of initial treatment. I then canceled the following sessions that were to be used with a loan and therefore LaserAway made it clear they would cancel the loan since I wasnt receiving anymore sessions. But, then I found out LaserAway made a false credit report. I then contacted them and they apologized then said they would remove the false credit report. I then find out it was charged off as a bad debt and hurt my credit score. To reconcile the situation I just simply asked to finish out the sessions since it was on my credit report only to be told no. So now I am out $200 for sessions I never received as well as a hurt credit score. I am appalled. The loan servicing company even garnished wages from me for treatments I have never received.

      Business Response

      Date: 01/03/2024

      Hello,

      Upon review, your case was escalated to our legal department. If this issue is still outstanding, please reach out to ********************************.

    • Initial Complaint

      Date:08/18/2023

      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 signed up for a package on August 14 at about 2pm for 10 sessions of laser hair removal for my upper lip with a required deposit of $238.80 (invoice # *****************) and monthly payments of $53.34 (payment plan ID #********. I consulted my dermatologist to make sure I was a candidate for laser treatment and unfortunately I am not due to medical skin conditions. I read on their refund policy website that theyre able to provide refunds for customers that have medical conditions preventing them from receiving treatment. I contacted Laseraway within less than 24 hours on August 15 at 12:40pm requesting a refund and the receptionist stated that ***** was in charge of the account and she would call me back. I received a call on August 16 at 1:50pm and explained to her that due to medical conditions I needed to cancel the contract and requested a refund. She said that the deposit was non refundable because it was collected by a third party and the only way to cancel the contract was by submitting a note by my physician. I found this to be completely inappropriate. I did look at the third partys website and they stated that theyre only able to refund deposits if the request comes from laseraway. Im hoping to get my complete refund and cancellation of contract.

      Business Response

      Date: 01/03/2024

      Hello,

      As requested, your purchase was cancelled and fully refunded as of 8/21/23.

    • Initial Complaint

      Date:08/17/2023

      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 promised results they could not achieve. I have an email proof with results promised. Laseraway failed to provide a refund when those results were not achieved. Their website also states Permanently reduces 10%-15% of hair per treatment. Based on that, I expected 80% permanent reduction and now being told that it is not guaranteed. their site shouldve indicated it is not guaranteed more clearly. I have misleading screenshots across their websites

      Business Response

      Date: 01/03/2024

      Hello, 

      We're sorry to hear about your dissatisfaction with results. While most patients are very pleased with their results, every person is different and the amount of reduction can vary. In some cases, finer/thinner/sparser hair can be the final result. This is fully disclosed and discussed in your treatment consent form prior to treatment as well. If you permit me, I am happy to send this over to you. 

      Unfortunately, LaserAway does not offer refunds for rendered services; however, if you'd like to continue treatments, we're happy to assess and work with you to provide a more satisfactory outcome.

    • Initial Complaint

      Date:08/17/2023

      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.
      On February 11, 2023, I entered into an agreement with LaserAway for a platinum package. The package includes 8 full legs on sale, 9 Brazilian treatments free, 8 underarm treatments, and 10 face treatments free, all at the total price of $4744 or $197 per month for 24 months at 0% interest. To facilitate payment for the aforementioned package, I took out a 24-month loan through Ally Lending.I received two sessions out of the total 10 sessions included in the package. After the completion of the 2nd session, on July 20, 2023, I encountered financial difficulties that hindered my ability to continue making payments.I promptly contacted Ally Lending to dispute the loan. They assured me of a partial refund.Upon contacting LaserAway to discuss the financial difficulties, they provided a refund amount of $1600, which I find to be unreasonably low and not reflective of the services I had received. They calculated charges for each individual part, neglecting to consider the full package price.I made multiple efforts to contact LaserAway to cancel the dispute process and negotiate a reasonable resolution, but my efforts were met with no response. I also contacted Ally Lending to cancel my claim.LaserAway proceeded to process the refund of $1600 and charged me $3144 for 2 sessions. This amount does not accurately reflect the services I received, nor does it align with the pricing structure of the original agreement.Ally Lending sent me a mail letter with the bill without notifying me despite multiple phone calls and Voice mails left to resolve the situation and cancel my claim. I am expecting a refund since their customer service was neither reliable nor professional, and they did not reply to any emails. I declare that all the statements in this claim are true to the best of my knowledge and belief. Attached herewith are the documents that provide support for the information contained in this claim.

      Business Response

      Date: 01/03/2024

      Hello,

      After carefully reviewing your account, it appears your account was refunded as a result of a dispute that you placed. Unfortunately, once a dispute has been finalized, LaserAway does not have any ability to alter the loan or refund. We encourage you to follow up with your lender if you are having any further discrepancies. 

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