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

  
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  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:07/18/2023

  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.

  On July 15, 2023, I went to the LaserAway ****************** location at ******************************************************************. At the start of my session, I was intensely burned under my arm by one of the clinicians (last name *****) who admitted to using the wrong machine setting. Although she provided ointment, her initial response lacked acknowledgment of the mistake. I endured intense pain in my right arm throughout that day and medicated the area to alleviate stinging. The next day, the area began to appear darkened, discolored and scabby.Considering the medical damage to my skin and mental well-being, I requested a full refund of my laser treatments or even just for the particular session. The total for all 8 sessions was $3k. LaserAway has refused to return my funds for the session or offer any compensation for the damage I've insured. Given my experience and negligence on part of the company, I have completely lost trust in the establishment. I request that LaserAway refund my payment for the service.

  Business Response

  Date: 01/03/2024

  Hello,

  We're sorry to hear about your experience. While uncommon, adverse reaction are possible given laser hair removal is a laser, heat-based treatment. It appears that our medical team has reached out to you a few times regarding your experience. If you're experiencing any residual reactions, please let me know and I'll connect you with someone from our medical team to develop a plan of care. 

  In regards to your request, unfortunately LaserAway does not offer refunds for rendered services; however, I am happy to extend a complimentary treatment to make up for your last treatment or even consider an alternate service instead. 

  Customer Answer

  Date: 01/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and am accepting a complimentary treatment (free of charge) from LaserAway.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/13/2023

  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.

  On 7/11 I was consulted by LaserAway ***********. I had scheduled a consultation call that I thought was going to be with a medical person to go over my eligibility for treatment. Instead the representative was a representative who was incredibly deceptive (see attachment for ill medical, income, and housing disclosure advice). On 7/9 I notified the salesperson that I would like to cancel my services. I received no confirmation so on Monday 7/10 I called the corporate number and my salesperson to ensure that the contract had been terminated. I was told that it would be canceled and someone from LaserAway management would call me back. On Tuesday 7/11 I reached out again to ensure that a cancellation had been submitted, and I was told that a VP would reach out to me. I have yet to receive a copy of the contract that I signed, although I have asked for it twice on 7/11. I have submitted a claim with the credit company as well. I have not received any services from the company, I have not received any copy of my contract, and I have expressed my desire to terminate the loan several times (all within 3 days of initial purchase) on 7/9, 7/10, and 7/11 without success. Additionally, I have since found out that medically I am not able to undergo the initial cosmetic treatment.

  Business Response

  Date: 01/03/2024

  Hello,

  To confirm, your loan was fully refunded and cancelled as of 7/12/2023. 

• Initial Complaint

  Date:07/12/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for a loan for services at Laser Away and was told I could cancel any time. I was told that if I canceled, any unused money would be returned. I was approved for the loan and then decided not to move forward with the treatments because I learned that the treatments could make my condition worse. I canceled in May 2023. The lender started collecting monthly loan payments from me and told me that Laser Away has to return the money to them in order for them to stop trying to collect from me. I have called Laser Away many times since May and each time, I am told that they will forward my information to someone at corporate or customer service and someone will call me back within 48 hours. No one has ever called me back. I have also emailed the only email address they have provided and still, no response. Laser Away took money without delivering any services and is not returning the money after my many requests. This is an unfair business practice and illegal.

  Business Response

  Date: 01/03/2024

  Hello,

  We apologize for the delayed response. If this issue has not been resolved, please respond and I am happy to assist you. 

• Initial Complaint

  Date:07/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I was interested in the laser hair removal treatments as there was a promotional package deal and was instantly approved for an upper promotional package deal (8 sessions) for the loan amount of $4000 and a lower promotional package deal (8 sessions) for the loan amount of $4000. After the first treatment of lower I noticed the treatment was not going well for my skin so I requested a refund. The treatment specialist who assisted with the promotional deals, then refunded me fully for the upper package and partially for lower package. The amount that I was responsible for the one session out of the 8 sessions under a promotional package deal totaled to $1756. The reasoning she used behind this pricing breakdown was that since I only had one session completed, that session is treated as a singular session, all on its own, segmentized into individual treatments of full legs, brazilian, derriere, and feet/toes. This makes no sense as I agreed to a promotional package deal, which means the one session falls under the promotion and totals to $500 (4000/8=500). The attitude drastically changed and she stated that she wasn't even supposed to refund me as it was "final". All the other times that I tried to contact LaserAway for information I was informed that only that specific treatment specialist can help me. ****************************** who works for the ****** branch location remotely. I spoke with the loan company and explained the situation, that I am willing to pay the correct amount for the services received and that the reason for the delay is due to LaserAway. When I emailed LaserAway for a contract in which it states the policy, all they provided me was a referance to the general policy found at LaserAway.com, and that it was all out of their hands and at the hands of the lending company. I was then contacted by someone from "corporate" ( *****************************) , however, the conversation was one sided and started to lose professionalism. After such encounters, I spoke with the lending company (Patient Fi) and they stated that they are simply the lending company that collects the loan, and redirected me to LaserAway. In the end, all I have is a loan contract with Patient Fi and a email/SMS conversation regarding this matter. After such run arounds, I decided to contact BBB for oversight and to adjust the billing so that it does not go to a collection agency. I also have filed a fraud claim regarding this issue, as filing a complaint to the ****** branch location was causing the site to crash/receive an error for the whole week that I was trying on my end.

  Business Response

  Date: 01/03/2024

  Hello,

  Thanks for reaching out to us. After carefully reviewing your account, I see that you previously spoke with one of our representatives, *****, regarding your case. As discussed, since you requested to opt out of your promotional package and refund your unused treatments, we obliged and performed a price adjustment for you where you were refunded for your rendered services. A breakdown was provided to you back in June. As requested, you were refunded and have been issued all that is owed to you. If you have any additional concerns or questions, please reach out to ***** directly and he is happy to review the information with you again. 

• Initial Complaint

  Date:07/07/2023

  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.

  Subject: Urgent: False Pretenses and ************************ Requesting Refund and Corporate *********************** Name],I hope this email finds you well. I am writing to express my extreme dissatisfaction with the services I have received from your company, which I believe were sold to me under false pretenses. I have been dealing with this issue for nearly two years now, and the lack of resolution and unfulfilled promises have left me deeply frustrated.When I initially purchased your services, I had a thorough discussion with a representative named ******. I specifically informed her of my concern regarding the birthmark on my right cheek. To my disappointment, ****** assured me that your "clear and brilliant" treatment was the perfect solution for this issue. Based on her recommendations, I decided to proceed with the purchase of six treatments, with the understanding that the treatments would be performed once a month.Furthermore, ****** emphasized that the current deal would not last long and encouraged me to purchase an additional six treatments. She confidently assured me that if the treatment did not yield the desired results, I would be eligible for a refund. This guarantee provided me with a sense of security, leading me to make the additional purchase.However, I must emphasize that the service I have received does not align with the promises made by ****** during the sale. Not only have I not seen any improvement in the appearance of my birthmark, but it has actually become darker since I began the treatments. When I raised this concern to ****** recently, she suddenly stated that it was unsafe to treat birthmarks, contradicting her earlier assurance.I find this inconsistency in information deeply concerning and deceptive. It is evident that I have been misled about the effectiveness of the treatment and the possibility of obtaining a refund. This level of service is far below my expectations, and I am left feeling cheated and dissatisfied.Therefore, I kindly request the following actions to be taken as a matter of urgency:1. Refund: I demand a full refund for the services I have purchased, as they were sold to me under false pretenses and have failed to deliver the promised results.2. Corporate Attention: I expect a prompt response from your corporate office regarding this matter. I have been waiting for a promised call from corporate, which I have yet to receive. I insist on a direct communication channel with a representative who has the authority to address and resolve this issue promptly.Please be advised that if my concerns are not addressed satisfactorily and the requested actions are not taken within a reasonable timeframe, I will be forced to explore alternative avenues to protect my consumer rights. This may include seeking assistance from consumer protection agencies and pursuing legal action.I trust that you will treat this matter with the seriousness it deserves and take immediate action to rectify the situation. I have attached copies of relevant documents, including receipts, contracts, and any written communication I have had with your company, to support my claims.I look forward to your prompt response and a resolution that upholds the integrity of your company and ensures customer satisfaction.Thank you,

  Business Response

  Date: 01/03/2024

  Hello Europe,

  Thanks for reaching out. We're sorry to hear that you're dissatisfied with your results. For the best results, we typically suggest **** treatments; however, this number can fluctuate depending on your skin's needs and biological response. While most patients are pleased with their results, every patient is different and results can vary. Unfortunately, LaserAway cannot guarantee any certain number of treatments as a definitive answer or guarantee a specific outcome or result. We do our best to be as transparent as possible when it comes to expectations and outcomes in our consultations as well as in the detailed treatment consent form provided prior to treatment, but at the end of the day, results can be unpredictable. 

  As with most procedures, results are best achieved when treatments are consistent as well as with a proper skincare regiment and strict sun avoidance. Our team would strongly encourage this moving forward. If you do not want to proceed with your current treatments, we are happy to offer you a store credit for your unused services. Please find our refund policy here: ***************************************************** or in your consents found in your MyLaserAway portal. 

• Initial Complaint

  Date:06/30/2023

  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've had 2 appointments and I have waited an extra 30 minutes to be treated for each visit so far. They are always running behind schedule. Could they be over-scheduling? My third appointment was cancelled by LaserAway 50 minutes before my appointment because they were running behind schedule and would not be able to see me in time. This is the *********, ** location. The company does not issue refunds. I would prefer to receive a pro-rated refund than continue to do business with LaserAway.

  Business Response

  Date: 01/03/2024

  Hello *******,

  We're sorry to hear about your recent experiences. LaserAway does our best to remain on schedule but occasionally, like many medical facilities, *** run off course. In these instances, we try to be as transparent and communicative as we possibly can. If you do not feel this is the case, please let me know and I'm happy to work with the Elk ********** to make your experience better. If your schedule is tight, I highly suggest scheduling your appointment first thing when we open to avoid potential tardiness. 

  In response to your request, LaserAway *** offer you a store credit comparable to your unused treatments or keep your services as is. Again, we're happy to work with you to make your experience better. We can also transfer your services to a different location if there are any others that *** work for you. 

• Initial Complaint

  Date:06/28/2023

  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.

  In May, my friend talked me into contacting "Laser Away". They said they were running a "special" and that I could take out a "loan" for $2,000 that could be used within a certain period of time, and I would be billed $111 per month. They checked my credit after my giving them a debit card number (my mistake) and said I qualified. This, not being a loan I have ACCESS to, but what they would use for my treatments. Not too long after, I remembered that due to my recent knee replacements, I am not supposed to have any injectibles for a period of time. I attempted to cancel the entire account (#**********. I spoke to ******* in ********** on 6/6/23 and she said it's difficult to cancel the contract regardless. I called "Patient-Fi" their loan company and informed them as well. Patient-Fi could not cancel me either. After seeing on a BILL for $55 that their interested rate is ******% I realized I had been scammed. I continue to receive bills even though I have not used their services and do NOT plan to.

  Business Response

  Date: 01/03/2024

  Hello *****,

  Thanks for reaching out. Please be assured that LaserAway is not a scam and has been in business well-over 15 years with over 133 locations nationwide. Upon reviewing your account, you consented to a deferred interest loan which is "like cash" as long as payments are made on time and the principal is paid off within the promotional period. PatientFi statements will state their interest rate in the event the promotional period is lost; however, it would not be applicable as long as the items previously mentioned were fulfilled. If you're concerned, PatientFi can send you a copy of your previous loan agreement. 

  At any rate, your loan was fully refunded and canceled per your request in June. 

• Initial Complaint

  Date:06/26/2023

  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.

  Messed up the scheduling and Terrible customer service about it I left in tears. I was told someone in charge would call me within a day or two but no one called for about a week until I called them again.I ended up asking for a refund, and they refused to refund the membership fee even though no service other than promotional facial was received.Ended up paying almost $1000 for a facial: I would consider this business model a scam!!There are too many better med spa to spend another dime here!

  Business Response

  Date: 01/03/2024

  Hello,

  Thanks for reaching out. Upon reviewing your account, you were charged for the services received as well as the non-refundable LaserLove membership premium membership. Unfortunately, LaserAway does not offer refunds for rendered services. 

• Initial Complaint

  Date:06/20/2023

  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.

  purchased a package from laser away in March of 2022. After my first Tx I developed blisters and called the client contact I had been speaking with. I explained to her I was unable to come into the clinic for her to look at the blistering due to work and she said she would speak to the nurse and call me back. I told her how I was treating the blistering and she said she would let the nurse know. she returned my call she said that the nurse was ok with how I was treating the blistering to call back if I had any more issues. She then asked to archetype my next Tx. I told her I wouldve be scheduling another Tx and requested a refund. She said she was unable to issue a refund at the clinical level. However, she said they only allow store credit or transferring the credit to someone else. I reminded her that at the time of my signing up for these treatments she told me that if I was not satisfied I could request a refund. She said that was correct and she was going to contact the correct people to issue refund. Months with by and I heard nothing back. I left messages and nothing. ****** again, calls made and left messages. Its been a year! Spoke with someone who just started there who informed me that the person I was originally working with no longer worked there. She got me in contact with the clinic manager who connected me with the corporate customer service personal who was in charge of these issues. They proceeded to call me a liar saying I never called to request a refund and never reported issues from the treatment. Told me my options were store credit, retry the laser treatment, transfer credit to someone else or forfeit the $1600 Then said they spoke with their lawyers and despite what I was told verbally, the contract I signed stated no refunds. I told them I was given a tablet with forms on it before my first Tx but do not recall having to sign anything. He said once I clicked to start the form that was my electronically generated signature Refund refused

  Business Response

  Date: 01/03/2024

  Hello *******,

  Thanks for reaching out to us. According to our records, we did not receive any complaint about your treatment or refund request until over a year from your performed treatment. Unfortunately, LaserAway cannot provide any care for adverse reactions if we are not made aware of them but if there are any residual reactions, we're more than happy to review them and develop a plan of care. As discussed, we can offer you two options with your package: 1) continue your current services or 2) provide a store credit for the comparable amount of your unused services. If you're unable to use the credit yourself, we are happy to consider transferring your store credit to a person of your choice. 

• Initial Complaint

  Date:06/15/2023

  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 went to Laseraway in *********** for a Laser procedure to remove a tattoo from my leg. I purchased 10 full tattoo removal sections totaling $2,094. I was suppose to have 10 full sections. However, on my first section at the end of last year, I was informed by Laserway that their policy prohibits performing a full section tattoo removal on a circumferential tattoos(a tattoo that goes around the leg) so they were going to perform half section each time and they will charge for half section each time. They split my 10 full section tattoo removal into 20 half sections charging half price per section. On my 2nd tattoo removal, I got badly injured (picture attached.). When I reached out to Laseraway for help, they decided to abandon me and sent me the attached letter that they will no longer do business with me. They sent me a breakdown of how much they will refund charging me the agreed half price for each half section.Months went by and I was not receiving my refund and no response to my follow **** I reached out to the lending company, Ally lending, to inquire about the refund because they work directly with Laseraway to issue credit for their procedures. Ally lending, reached out to laseraway. But Laseraway charged me a full cost per section for the three half sections instead of a half cost per section for the three half sections I had. I reached out to the Ally lending but they indicated Laseraway is responsible for the refund amount and asked I reach out to them.I have reached out to laseraway several times for my refund but they have refused to refund me the money.I bought 10 full sections at $2,094 at $209.4 per each section. This was then converted to 20 half sections at $104.7 per each section. I had three half sections totaling $314.10 but Laseraway charged me $628.2 in total for the three sections which is $209.40 per half section instead of ****** per half section. All effort to recover my money has failed.Please help me recover my money.

  Business Response

  Date: 01/03/2024

  Hello ******,

  We're sorry to hear about your dissatisfaction with your treatments. While I understand it is aesthetically displeasing and uncomfortable, blistering is a common and listed side effect of your treatment. With persistent following of post-care instructions, it will naturally heal and resolve on its own. 

  In regards to your package, LaserAway may offer three options for you: 1) continue with your current package 2) a comparable store credit for your unused services or 3) a price adjustment in which you would only be charged for the services you've completed thus far. I understand that ***** previously worked on your case and spoke with you. If you have any other questions or concerns, please feel free to reach out to him at *********************************.