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

  1312 Hermosa Ave Hermosa Beach, CA 90254-3532

  
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  LaserAway Medical Group

  810 Francisco St Los Angeles, CA 90017-2530

  
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  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:02/26/2025

  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.

  Subject: Urgent: Request for Refund and Contract Termination Due to Adverse Reactions Dear *********** am writing to formally address the severe adverse reactions I have experienced as a result of LaserAway's laser treatment. Following the procedure, I have suffered from extreme dryness, skin thinning, and ecchymosis. Despite having already paid approximately $800 for the treatment, I had to discontinue further sessions due to these debilitating side effects.I promptly informed LaserAway of my condition and requested to end my contract. While the company agreed to terminate my treatment, I was still charged, and my outstanding balance has now unjustly increased to $1,300 for services I physically could not continue. This is completely unfair and unacceptable.Despite my immediate notification of these adverse effects, I received no viable solution, refund, or empathy from LaserAway. It is both unethical and unreasonable to expect me to pay for a service that has negatively impacted my health. I respectfully request a full refund of the $800 I have already paid and the cancellation of the remaining $1,300 balance.I have attached images documenting the damage caused by LaserAway's treatment. Additionally, I now need further medical care to address the lingering effects. I respectfully request you to rectify this situation promptly, as it is the ethical and responsible course of action.Thank you for your time and consideration. I look forward to your prompt response.Sincerely,****** ****

  Business Response

  Date: 03/05/2025

  Hello,

  Thank you for reaching out to us with your concerns. After carefully reviewing your account and photos, our clinical team strongly believes that the reaction is unrelated to your laser hair removal treatment. If you'd like to discuss this further, I am happy to connect you with someone from our clinical team.

  Since multiple treatments were rendered from your package, LaserAway charged you for the treatments rendered and returned $1652.00 for the services that were not received on 1/21/25. We do not offer refunds for rendered services. At this time, LaserAway has refunded you for all that was owed and cannot extend an additional refund. 

• Initial Complaint

  Date:02/25/2025

  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 submitted 1 inquiry 2/21/2025.. I recieved the call and got the information after that call I've recieved 3 calls daily along with text messages. After requesting multiple times my number be taken off the listings they stated they did and I keep getting calls and text messages daily from different numbers stating they are laser away employees and they need to schedule my appointment. At this point I'm feeling harassed and now has gotten to the point where it has almost ended my marriage over the amount of phone calls I've been getting from laser away. I've asked multiple times for them to stop calling and even texted back for them to stop and they keep calling me

  Business Response

  Date: 03/05/2025

  Hello,

  Thank you for reaching out to us. We sincerely apologize for your experience, and that our representatives contacted you too much. It appears there were multiple inquiries associated with your number so that may have been why you were receiving so much contact. We have since updated your inquiries to reflect "not interested" and to not contact again. This should resolve the issue. However, if you still receive contact, please let us know ASAP and we'll be sure to quickly nip it in the bud. Feel free to email ******************************** if this issue persists. 

  Have a great day! 

• Initial Complaint

  Date:02/25/2025

  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.

  Was only going for a consultation and the employee was pushing the product on to me when all I wanted to know was the price and eventually made me sign up for a loan I did not want. All I wanted was to know the price of the product and instead of telling me the price he just wanted me to go through with the loan. Now he is saying I cannot cancel the loan and he never told me that to begin with.

  Business Response

  Date: 03/05/2025

  Hello,

  Thank you for reaching out to us. When a prospective patient completes an application for financing, the application is via a secured link. We send the prospective patient a link to the application which they fill out and complete on their end. Once the application is approved, the loan agreement is also completed via link and secured using the ** address linked to the applicant. This process is to ensure there is no interference by any sales representatives. During this process, it is important that patients thoroughly review the associated documents as it is a legal binding contract. 

  Typically, our return policy is store credit only; however, we may consider a refund if the package is less than one year old. This is also listed in your consents under the General Consent Form. However, it appears this issue may have been resolved as your package was recently downgraded to a smaller package. If this is not the case, please let me know and I am happy to further review. 

• Initial Complaint

  Date:02/24/2025

  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 sold a package for a laser facial from a very aggressive sales *** who never once saw my skin. It was all over the telephone but she ensured me the problems I was facing with my skin would be resolved.I used my package partially and requested a refund from LaserAway based on poor service that was not consistent and what felt like predatory customer service. Everytime I went in, the girls working would try and sell me another package for microneedling, laser hair removal, etc. I requested a refund once to the woman who sold me the package. I never heard from her. I filed a request through customer service and they said they were trying to reach her to get more info. I called numerous times over the last two weeks to get details on the status. A *** at one point escalated the claim and said to call back the next day if didnt hear from corporate, which I did. I continued to call as there was no confirmation or transparency on my end regarding this request. I did not receive one call, email, text or any form of communication from the company. Each time I called I was given wildly different info from the ***. **** I called today, the *** told me each time I call, my request is updated and it means it will take a new ***** hour window of time for corporate to get back to me. That directly conflicted with what the *** the previous week said when he told me to call back the following afternoon if I had not heard from anyone. **** I ask to speak to the financial department that is handling the case, the customer service ***s say its not possible and that everything moves through an internal system. I was also told the woman who sold me the package is no longer with the company which again, was news to me. This entire experience has been stressful and lacks any sort of communication or accountability from LaserAway. I fell victim to their predatory sales practices and when I tried to resolve it, they have made it nearly impossible.

  Business Response

  Date: 03/05/2025

  Hello,

  Thanks for reaching out to us. We're sorry to hear about your poor experience. For the service that you purchased, it is generally a treatment where most every patient is a candidate unless there's a contraindication with your medical history, topicals, or active active/open cuts, etc. None of these seem to be an issue in your case. Prior to every treatment, our clinicians do assess your skin as well to ensure that it is safe to treat. If you were not a candidate or there was a concern, our clinicians would express this to you and reschedule your appointment for another time. If you're concerned, we are happy to set up an assess to discuss your concerns with someone from our clinical team at any time. 

  Regarding your refund request, I do apologize if you've experienced troubles connecting with your sales representative. We will definitely look further into this. In the meantime, it appears there is an active dispute with your purchase. At this time, we are at a stand still until the banks come to a resolution. Once the dispute has been resolved, we can revisit your request, if needed. 

• Initial Complaint

  Date:02/14/2025

  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 requesting a refund for my services that I did not receive, but they are saying that since I signed the arbitration agreement, When asked their corporate staff and staff onsite, they all told me that signing the arbitration letter does not prevent me from getting my refund. But my assigned staff is refusing me from getting a refund

  Business Response

  Date: 03/05/2025

  Hello,

  Thank you for reaching out to us. Upon review, it appears your refund was issued in full as of 3/2/25. A receipt was emailed to you separately for your records. Please let me know if you need anything else.

• Initial Complaint

  Date:02/13/2025

  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.

  This business keep harassing me with spam calls all day even out of business hours, even I never had any business relationship with them. And after blocking them with one phone number they will keep trying using other phone numbers to call you. Absolutely spam business

  Business Response

  Date: 03/05/2025

  Hello,

  Thanks for reaching out to us. We are sorry to hear about your experience. 

  It appears that you submitted an inquiry about our services previously, so that is likely why you were being contacted. However, I have updated your inquiry to reflect "not interested" and asked our representatives to not contact you any further. 

  If the contact does not cease, please let me know and I am happy to investigate further. 

  Have a great day! 

• Initial Complaint

  Date:02/11/2025

  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.

  A sales person from Laseraway reached out to me, she sold me a discounted package of service. I asked her questions about credit being ran and how that worked. She told me they use in house financing which does not run credit. In turn it did run my credit.. After i went to one service, i was completely uncomfortable about the service that was provided, they are all highly unprofessional, they did not use sanitary precautions, it was not a trained professional doing my laser on my face. I went back a second time to see if it would be a different experience maybe a different person doing my service but it was the same and probably worse. I did not feel comfortable going back there. I will not be going back there ever. I reached out to Laser away for revolve and they are stating i have to pay for the two services in full which i did not agree to. I agreed to pay for the discounted package which i will pay for, but not the full price of the two services of garbage they provided.

  Business Response

  Date: 06/09/2025

  Hello,

  Thanks for reaching out to us. We're sorry to hear that you're dissatisfied with your experience. Upon review of your account, it appears that you chose financing as your payment method. With financing, we offer a variety of lenders whose process may slightly differ from one another. Depending on which lender you get approved from, the impact on your credit can vary; however, during the application and when you accept your loan, the applicant is provided with an agreement and disclosures discussing the potential impact, loan terms, etc. If you are unclear, I would recommend logging into your lender portal or contacting your lender for a copy of your loan agreement to review this information. 

  Regarding your treatment, I can assure you that the treatment is performed by licensed medical professionals and that safety/cleanliness is our top priority. The treatment itself is also performed with a sterile laser. 

  After carefully reviewing your account, it appears that you disputed your purchase thus were refunded as a result. Typically, LaserAway's return policy is store credit only. However, due to the dispute, we honored a partial refund and only charged for the services rendered. Your original purchase included a special package discount for multiple treatments vs our standard per treatment (a la carte) pricing for these services. Since you did not complete your package, your purchase no longer qualifies for a package discount. Instead, your refund is calculated based on our standard per treatment pricing - the same price as all customers who purchase individual treatments. At this time, no further return is due. 

• Initial Complaint

  Date:02/06/2025

  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 am filing a formal complaint against LaserAway regarding their negligent treatment, lack of proper medical guidance, and unfair business practices concerning my laser hair removal package.I purchased a laser hair removal package from LaserAway and experienced a severe reaction, including blisters and burns, after my treatments. After my second session, I informed LaserAway twice about my reaction and was advised to apply cortisol cream and space out my appointments. However, after my third appointment, I visited a dermatologist who diagnosed me with dermatitis, stating that the steroid treatment had worsened my condition. The dermatologist advised me to discontinue the treatments altogether.LaserAway failed to properly assess my condition after my second treatment when I reported severe pain, which should have resulted in discontinuation at that point. Instead, the treatment continued, causing further damage to my skin. Given my medical diagnosis, I requested a refund for the unused portion of my *************, at 10:30 AM, I was informed by ********, the manager of the Tysons location, that I was eligible for a refund of $1,347. However, a few hours later, ***** from the New York office, who spoke to me in a condescending manner, reversed this decision and stated that I would not receive a refund. Instead, I was told that I could either pay the full price for the treatments I already receivedrather than the package pricing I initially agreed toor accept store credit of $1,280, which I have no intention of using due to the poor treatment I have received.When I signed up for my package, I was never informed of these refund restrictions, and I have email correspondence proving this, along with my doctors notes confirming that I should not continue treatment. The way this situation has been handled is unacceptable, and I feel misled by LaserAways lack of transparency and failure to prioritize customer safety.I request a refund.

  Business Response

  Date: 03/19/2025

  Hello,

  Thank you for reaching out to us. Upon review of your account, we were not able to find any reports of any adverse reactions to us. We take these sorts of concerns very seriously so, if this is the case, we would like to see you in person for an assessment so that our medical team can view the concerning areas and provide you with a plan of care. Or, if you have any photos, I will send you a link for you to send them so our medical team may review the reaction and follow up with you. 

  We do, however, see that you received your last treatment in September ************************************************** February. It appears a representative reviewed your options (keep package, store credit, or price adjustment) and sent you a breakdown via email. After discussion, it appears your package was disputed and you were refunded for your unused services as a result. 

  Since it appears you placed a dispute through your lender, LaserAway has refunded all that is owed and cannot issue anything further. Once a dispute has been placed and a return has been processed, the decision is final. 

   

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 22908331

  
  Thank you for facilitating this complaint process. After reviewing LaserAways response, I must reject it as unsatisfactory due to multiple inaccuracies and misleading claims.
  
  
  Why Their Response Is Inaccurate:
  1. They falsely claim I never reported my adverse reaction.
  I reported my burns, blisters, and pain twice and was only advised to apply cortisol cream and space out treatments.
  By my third session, the technician was unable to complete the treatment due to my severe pain.
  Instead of discontinuing my treatments, they allowed them to continue, worsening my condition.
  2. They claim I delayed my refund request.
  I continued treatments only because they told me to despite worsening symptoms.
  When my dermatologist diagnosed me with dermatitis and confirmed further treatments were unsafe, I immediately requested a refund.
  3. Their claim that I was refunded all that was owed is false.
  I purchased a 30-session package for $1,933 and only used 8 sessions before stopping due to medical concerns.
  I was initially promised a refund of $1,347 by their manager, ********, but this was later revoked.
  Instead, they refunded only $61, which is completely unreasonable given the 22 remaining sessions I paid for.
  4. Their claim that a processed refund is final is misleading.
  The refund amount should fairly reflect the value of unused serviceswhich this clearly does not.
  Just because they issued some refund does not mean they fulfilled their obligation fairly.
  
  
  How I Want to Proceed:
  
  
  I respectfully request that LaserAway issue the correct refund of $1,347 for my unused sessions, as initially promised by their own staff.
  
  
  Please keep this complaint open as unresolved and assist in further mediation. If LaserAway refuses to resolve this matter fairly, I am prepared to escalate further.
  
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 06/10/2025

  Hello,

  Thanks for reaching out to us. It appears a representative from LaserAway previously spoke with you regarding your package back in February. After carefully reviewing your account, it does not appear any adverse reaction was reported to us. As with any heat-based treatments, reactions and side effects may occur but vary from person to person; however, it is important that our medical team is informed so that we may provide you with care instructions to ensure proper healing. 

  Our return policy is typically store credit; however, it appears we discussed allowing an exception for your package since only some of your treatments were rendered. Since services are elective and have been rendered, LaserAway does not offer returns for completed treatments. If we allow an exception to refund, the return will only be based on unused treatments. As of February, you were refunded for unused treatments and do not have any additional return owed. 

• Initial Complaint

  Date:02/06/2025

  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 encouraged my underaged daughter to open a credit card to cover $3000 worth of future laser treatments at a *****% apr. She was 17 years old when the credit line was set up. Under Federal law it was illegal for them to do this.

  Business Response

  Date: 06/10/2025

  Hello,

  Thank you for reaching out to us. At LaserAway, we do not sell any services to minors as parental consent is required. However, it is possible for patients to create an account and enter in their own information, which could potentially be fabricated. Unfortunately, we were not able to look further into this case since your daughter's information was not provided. We are happy to provide you with an explanation if you would like to respond with her name/number so we can review her account. 

• Initial Complaint

  Date:02/05/2025

  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 visited Laser Away for a free consultation but did not proceed with any treatment. However, one month later, the company ran my Social Security number without my consent and charged me $4,200 for a service I only inquired about.Upon discovering the charge, I immediately contacted the business. Their response was dismissive, stating they would "look into it" and that it would take 24 to 48 hours. However, I have not received a resolution or a clear explanation as to why this charge was processed without my authorization.Additionally, the unauthorized use of my Social Security number appears to have resulted in a hard inquiry on my credit report, which has negatively impacted my credit score.I am requesting that Laser Away:-Immediately refund the $4,200 charged to me without consent.-Provide a written explanation for why my Social Security number was used without my permission.-Reverse any impact on my credit score by removing the unauthorized inquiry and any associated accounts opened in my name.