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

  4728 Lincoln Blvd Marina Del Rey, CA 90292-6902

  
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  LaserAway Medical Group

  377 Santana Row STE 1080 San Jose, CA 95128-2057

  
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  LaserAway Medical Group

  13833 Ventura Blvd STE 103 Sherman Oaks, CA 91423-3628

  
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  LaserAway Medical Group

  8953 W Sunset Blvd West Hollywood, CA 90069-1834

  

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:08/16/2023

  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'm uncertain whether this might be a scam, but the situation is quite unbelievable. I've undergone five sessions of laser hair removal on my face, armpits, bikini area, and legs. Strangely, despite these treatments, I find myself needing to shave every single day. Even more perplexing, the photos I've taken just two days after shaving show that my hair has regrown even thicker than before. The initial treatments appeared promising, with hair disappearing for around 3 to 4 weeks, allowing me to shave just once a month. It seemed like a positive progression. However, after undergoing four or five sessions, the hair has fully returned. I was assured that I was an ideal candidate, it's disheartening to see such minimal progress.I'm beginning to question the reliability of the machines or technician and whether this could potentially be a tactic to prolong the treatment sessions for financial gain. It's crucial to note that I was initially deemed an "ideal candidate", and the initial sessions worked fine Yet, as I near the end of my treatment sessions, progress appears to have regressed, which is quite puzzling.I went in for another hair removal session and just asked to do my face. Initially I had booked for the legs, arm,face,bikini on 8/12. After arriving I told the nurse can we just do my face I think something is not right with this. I showed her a the hair growth. The trained nurse responded with. THAT IS NOT NORMAL I've just concluded a conversation with the corporate team, and it's was evident that their focus is on encouraging more treatments and generating additional income. This situation has certainly raised suspicions that this might be a deliberate scheme.

• Initial Complaint

  Date:08/09/2023

  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 booked an appointment and never went through with the appointment because they said they didnt have the doctor in for the date I was scheduled. Something with staffing. I kept receiving messages of no availability and to reschedule but decided not to obtain the service. I was charged as if I went through with the appointment and *** been trying to receive a refund and when I call am told I have ro receive a call back, which I do not receive a call back. I am now subject to my credit score being impacted because Im having the creditor commentity bank indicating I need to pay. They informed I can simply call Laseraway but no one on that line can help me.

  Business Response

  Date: 01/03/2024

  Hello,

  As requested, your package was cancelled and refunded on 7/30/23.

• Initial Complaint

  Date:08/08/2023

  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.

  Hello, I was sold a coolsculpting package for $6K on July 17, 2023. I was told I can do monthly payments but ended up paying it in full but I did not realize they made me apply for an actual credit card which is alpheon credit. I tried cancelling the services but was told by the sales rep that I was only allowed to get store credit so I kept my appointment. The day of the appointment, I had to cancel due to a work emergency which messed up my whole schedule for the treatment causing me to cancel all of them. I tried contacting support but I have not gotten anything back. I tried calling their line but all I was told was I would get store credit only. I tried to call a few locations to reschedule but most were booked until September. I was able to get scheduled with Woodland Hills location but I double checked my calendar and had military obligations which I had to cancel again. I am active duty military and will be going on deployment soon hence I cannot schedule any other appointments that fit my schedule. I was requesting for a refund and cancellation of the treatment all together since I havent gotten anything done and dont want to waste my money since I cannot book any appointments due to my time availability. In the pictures, it shows I havent had any past appointments or treatments done.

  Business Response

  Date: 01/03/2024

  Hello,

  As requested, your purchase was fully refunded and cancelled on 8/8/2023. 

• Initial Complaint

  Date:08/02/2023

  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 was scammed into buying 6 sessions of tattoo removal for $6k. Which they ***************, except that they ran my credit through a few lenders (********, ally, and forget the 3rd one). Of which 3 accounts were opened on my credit report. When I contacted ********, I was told Laseraway had opened these accounts.I was told by ***** at LaserAway that I would only pay for each session completed and refund any session not used. I contacted LaserAway and told them, I wont be needing the 6 sessions, Now they are saying they will not refund any money. They were quite pushy about buying packages and financing. Now they are being rude and short with me. Basically telling me I dont have choice in the matter.

  Business Response

  Date: 01/03/2024

  Hello ****,

  Thanks for reaching out. After carefully reviewing your account, I saw that you've completed 4 out of 6 treatments from your package. As discussed, LaserAway cannot extend a refund but are happy to offer you a pro-rated store credit for the unused treatments in your package. Please find our refund policy here: *****************************************************.

  Customer Answer

  Date: 01/07/2024

   
  Complaint: 20409624
  
  I am rejecting this response because: When I purchased the tattoo removal purchase, I want to pay as I go. ***** at Laseraway said, they only do package deals, which meant I had to buy 6 treatments. ***** explained to me, I would be refunded any unused treatments. she reassured me they would issue a refund. it was the only way I would agree to the deal.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/09/2024

  Hello,

  Again, our policy is typically store credit only. In some cases and extenuating circumstances, LaserAway may consider a refund up to a year. However, after a year, our policy is strictly store credit only. This is also addressed in your MyLaserAway consents and agreements. According to our records, you did not request a refund until August 1, 2023, nearly 2 years after purchasing. If you would like, I am happy to send you a copy of your consent form completed in October 2011 which does disclose this policy as well. Please let me know.

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 20409624
  
  I am rejecting this response because the treatment takes more than a year. The treatment was 1 laser treatment every 6 months. ***** at laseraway forced me to buy a package deal of 6 treatments. This process would take at least 3 years. ***** assured me I would get a refund for any treatments not used. After I went through a few treatments, I nor longer needed any more laser treatments for my tattoo removal.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/31/2023

  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.

  The date of transaction was July 20, 2023. LaserAway advised that they had a financing option for the service that was about $3,349. I was not aware that this business worked with a financing company named Alphaeon for their payment plan. After reviewing their reviews and also seeing that my credit score dropped by about 35 points. I requested a refund for the services. I never got any services done by them and at first they refused to provide any refund request. I called Alphaeon to dispute the charges and for a refund as I never received a service from them. I asked the salesperson, *********, to give me updates about the situation as she said she was going to let me know what her regional manager said and I never got word back from her. I called their customer service/corporate number and they told me that they would escalate the matter to her manager directly. Minutes after I called LaserAways customer service, ********* called me to tell me that it wasnt a night and day sort of thing for refund requests. I told her that she said that she would provide me updates about what her manager said and thats when she said that she entered the refund request to be approved. She then proceeded to tell me that it isnt possible to refund and that I will only get the request denied because of LaserAways terms of service. But Ive NEVER received any sort of services from them. I dont see how its fair that I have to pay for a service I never received.

  Business Response

  Date: 01/03/2024

  Hello,

  To confirm, your loan was fully refunded and cancelled on 8/23/23. 

• Initial Complaint

  Date:07/31/2023

  Type:Delivery 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.

  Date of the Transaction: October 17, 2022.Amount of Money Paid: $3,994.00 USD. This was for a service package that covered eight laser hair removal sessions for Male Brazilian, derriere, and underarm treatments.What the Business Committed to Provide: Laserway committed to providing a service package consisting of eight sessions of the treatments mentioned above. Additionally, during the initial consultation with *********************************, customer was assured that they could swap areas as part of the service in order to fully utilize package before relocating to Europe in July.Nature of the Dispute: The dispute revolves around a lack of transparency and communication from the business. Customer was not informed that swapping treatment areas, as suggested by the Laserway representative, would incur extra charges as the swapped areas were considered single sessions. This was a critical piece of information that was not communicated to customer. It's important to note that customer never consented to any price increase beyond what was agreed upon contract. Furthermore, during exchange with consultant ****** about area swaps as customer ran out of time to avail ********************** sessions. Customer were again not informed about the higher costs for single sessions for body area substitutions, nor was the pricing detailed for the new areas. This lack of transparency is perceived as a contravention of the ********** Consumers Legal Remedies Act and the Unfair Competition Law.Whether or Not the Business Has Tried to Resolve the Problem: No, Laserway has not attempted to resolve this issue to date. Order ID: ************************* Any additional order numbers were not authorized by customer in consideration to fairness of business practices such as breach of contract and violation of consumer protection laws.Customer seeks reimbursement of $2496.25 which is 5 of 8 sessions from package. No purchases outside the agreed package price were given at any moment.

  Business Response

  Date: 01/03/2024

  Hello,

  Thanks for reaching out to us. In response to your request, LaserAway is happy to work with you to provide a more satisfactory outcome. If you'd like to discontinue your services, we have offer you a store credit for the unused, pro-rated portion of your package. Please see our refund policy here: **********************************************************;

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 20398385
  
  I am rejecting this response because:

  Dear ***********************,

  Thank you for your message and for facilitating this process. I have reviewed the response from LaserAway Medical Group regarding my complaint (ID ********* filed on July 31, 2023. Unfortunately, the proposed resolution of a store credit does not adequately address the issues I have experienced, nor does it align with my current circumstances.
  As detailed in my original complaint and supported by the files attached, there have been multiple unsuccessful attempts to resolve the situation directly with LaserAway. These attempts, along with the significant passage of time, have contributed to my decision to seek a partial refund.
  Moreover, I am currently residing in Europe, making it impractical to utilize any store credit offered by LaserAway in *****************. This geographical barrier further complicates the matter and limits the usefulness of their proposed solution.
  Given these circumstances, I am reiterating my request for a partial refund as outlined in my original complaint. A partial refund would be a more suitable and fair resolution, considering the history of failed attempts and my inability to access LaserAway's services from my current location.
  I appreciate your assistance and look forward to a resolution that acknowledges these factors and fairly compensates for the inconveniences and challenges encountered.
  Sincerely,
  *************************
  /

  Business Response

  Date: 01/24/2024

  Hello,

  Unfortunately, LaserAway's company policy is store credit only as aforementioned and an exception cannot be made. However, please be assured that your credit does not expire and can be used at any time in the future. Also, if you're unable to use the credit yourself, you're more than welcome to gift your credit to a family member or friend that *** be able to use it sooner. 

  Customer Answer

  Date: 01/26/2024

   
  

   

  Complaint: 20398385
  
  I am rejecting this response because I live in ******* (Europe) now.

  Also, what is the credit being offered? I have not gotten any value offered.

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

  Business Response

  Date: 02/12/2024

  Hello,

  The credit available is $999.00, which does not expire and can be used toward any other services or products that we offer. 

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 20398385
  
  I am rejecting this response because: I am living in Europe. I can't use store credit here.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/28/2023

  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.

  In January I signed up for a tattoo removal service. Which they set up a third party credit service for a payment plan. The same day I canceled the appointment due to a better alternative business. This made me think the payment service along with the appointment was canceled. May to April hits and they have called to tell me it was not and I could get alternative services or if I wanted it sorted I should have done so sooner. I tell them I want it done with and nothing to do with the company altogether. June hits and theyve handed my information off to a debt collector company. No service provided would leave you to assume no payment. I want to be left alone by this company.

  Business Response

  Date: 01/03/2024

  Hello,

  Your loan was cancelled and fully refunded as of 8/9/2023. 

  Customer Answer

  Date: 01/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/28/2023

  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.

  On 10/08/2022 I was approved for a $7700 line of credit with LaserAway for cosmetic spa services. At the time, I had scheduled my first laser hair removal treatment near my office in Brooklyn, **. However, at the time the tri-state area was still under certain Covid restrictions and the Delta variant was very prevalent. Therefore, I was not in the office nearly as much as I had previously been and was working from home in **. The business did not have appointments available that were accommodating to my schedule and rescheduled numerous times. Eventually, it came to a point where I did not reschedule. Months later, I started to receive bills stating that I had a balance for the full services that I did not receive. I reached out to Alpheon Credit multiple times to advise that I had not received any service from LaserAway. I have continued to receive bills and Alpheon advised I should contact LaserAway. I reached their HQ in *************, ** and they transferred me to the store in Brooklyn where I had booked the service. I have left messages multiple times and have not received any call back, both at HQ and the retail store. ******* Credit has advised me they are not able to assist. Today, I received a letter from ************* (owner of Alpheon) dated 7/1923 that my account, ****-****-****-0251, was sold (charged off) to ****************************** in the amount of $7,346.37. I have not received any service from LaserAway and my credit report has suffered damage.

  Business Response

  Date: 08/11/2023

  Hello *****,

  Thanks for your feedback. Upon reviewing your account, you consented to a loan financed through Alphaeon for $7059.58. Since it is a loan, you are financially responsible for the balance whether or not services are rendered. Looking at our records, we have not received a refund request from you since the loan was consented to in October 2022. However, if you wish to discontinue this package, LaserAway is happy to assist you with doing so. 

• Initial Complaint

  Date:07/25/2023

  Type:Sales and Advertising 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.

  In May and June of 2023, I received laser treatment from LaserAway in ************, **********. I requested a treatment in a single area, but received treatment in two areas. I was never made aware that the treatment I was receiving was considered two separate areas by LaserAway. I was never informed that I would be charged for two areas during these treatment sessions. Following my second such appointment, I booked a follow-up appointment, at which time the facility administrator informed me I had two treatments remaining in the package of 6 that I had bought. This aligned with my understanding of what I had received and how I would be charged. As the next appointment approached, however, LaserAway called to inform me that in fact I had used all 6 of my treatments - heavily, and enthusiastically suggesting I just buy another package as they had 'great deals available!' This is consistent with their sales tactics more generally, which are very aggressive. When I asked for clarification, they insisted I had received treatments in two areas during my past two session, rather than one. When I clarified that this was the first I was hearing of it, they became aggressive and refused to acknowledge that - at a minimum - I was not adequately informed about the procedure. To that end, had I been informed that I would be charged for two areas during the first incident, I would have corrected them as I only wanted 1 area treated per session. I was not informed, and as such feel the business practices are intentionally manipulative / deceptive and likely designed to push customers into paying for additional treatments by performing them without consent and then later informing customers that they have been charges so as to push them into purchasing additional packages.

  Business Response

  Date: 01/03/2024

  Hello,

  Upon review, you disputed the purchase with your bank and the dispute was resolved in your favor on 8/21/2023. There is no additional amount to be refunded. 

  Customer Answer

  Date: 01/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/18/2023

  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 6/9/23, I was contacted by a sales associate of LaserAway, and was sold a Thermage package that was through a credit line offered by LaserAway. ******, the sales person did not tell me that the procedure would be painful, nor did she tell me that there were no refunds.On July 9, I arrived at the clinic, and the receptionist asked if I was "ready" for my treatment,. I asked her if there were special prep involved, she exchanged a laugh with the other receptionist, and while laughing, told me it was "spicy". I went in to the treatment room, and the clinician, prepped me and used what looked like a rod to apply pressure to my face (below my left eye). She tapped twice, the first time for less than 2 seconds because I felt like my face had been branded. My eye was swelling, and she told me she would try again at the lowest frequency. Another 2 second tap in the same area, and she told me she would be doing that 100 times - I told her that I could not endure such pain. She asked me if I had taken ibuprofen, I told her no, that no one had told me about it. She led me out of the room into another room, and I was left there waiting for 15 minutes, and was asked eventually by one of the receptionists if I wanted to get botox. At this point I am in tears from the pain,. I tell the receptionist that I don't need that. She asked me if I wanted to offer it to my daughter (who is only 19!) = I told her no. I wanted a refund. She told me that the sales person would contact me; again, the sales person told that there was no refund/loan cancellation and that I obv could not handle pain. Corporate called two days later to tell me that if I signed a settlement, I would be able to get the full credit towards another procedure. But no refund. I do not envision ever setting foot in LaserAway again, and only want a loan cancellation.

  Business Response

  Date: 01/03/2024

  Hello,

  This issue has been resolved. The patient and LaserAway reached a compromise in which full store credit was provided for her treatment. A form was signed in agreeance to our offer. If there are any other concerns or questions, please reach out to LaserAway directly.