Complaints

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

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  LaserAway Medical Group

  307 S Robertson Blvd Beverly Hills, CA 90211-3602

  
• 

  LaserAway Medical Group

  11409 South St Cerritos, CA 90703-6600

  
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  LaserAway Medical Group

  15200 Los Gatos Blvd STE 400 Los Gatos, CA 95032-2579

  
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  LaserAway Medical Group

  565 San Antonio Rd STE 23 Mountain View, CA 94040-1349

  
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  LaserAway Medical Group

  2100 El Camino Real STE D Palo Alto, CA 94306-1456

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/14/2023

  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.

  Good afternoon, This is *********************** who purchased a package worth $8038.00 through sales person *********************************** on April 4th, 2023 from Laser away. I went to the closest location in *********, ** on April, 8 2023 which is 3 hrs away from where I live. I paid $1538.00 on my own and $270.83 through uPortal360 (company named "Universal accounting services" who was set up by Ms. ******** for the monthly payment for the remaining $6500) last month. Before I bought the package I confirmed with Ms. ******** that if I am not happy with your service, can I cancel this package and she said "yes anytime you can cancel" over the phone. I only agreed to buy that package after she said I was allowed to request a refund or cancel a package anytime if I am not satisfied with the service. I did not see a satisfactory result after receiving first treatment and I reached out to this salesperson Ms. ******** that I want to cancel my package. I also mentioned that I am willing to pay for the one time service I received on 4/8/23 but I want to cancel the remaining package that I bought. I have texted multiple times, called multiple times and left voicemails to reach out to the salesperson who stopped picking my phone calls intentionally. In stead of helping me, this company is asking me to pay more money for that one time visit or forcefully continue treatment even if I am not satisficed. I am reaching out to you as this company is refusing to cancel my package of $6500 through Universal accounting services. I have already paid $1538.00 on my own and $270.83 last month through this portal for one time service I received. I have already reached out to Universal accounting system regarding this issue but they want to me to continue making payments on the services that I have not been receiving. This whole situation is very unethical. I hope you can help me find a solution on canceling this package as it will affect my credit score if I do not continue making payments

  Business Response

  Date: 01/03/2024

  Hello ******,

  We apologize for our delayed response to your complaint. Thankfully, I see that your issue was resolved in June by ***** and that you were refunded for your unused services. If you have any other concerns/questions, please let us know. 

• Initial Complaint

  Date:06/12/2023

  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 called Laser Away for an appointment last November 2022. They let me fill up a loan package for payment for the service before they gave me an appointment. The Thermage treatment package was for $2,799.00. I cancelled the appointment a week before the appointment because I have an asthma and this treatment will trigger my asthma attack. I called them to cancel my loan package but they said they have a no refund policy. They charged me for a service I never had. I never had a single treatment from them. I did not pay them but they sent me to a collection agency.

  Business Response

  Date: 01/03/2024

  Hello,

  We apologize for our delayed response to your concerns. If this issue is still outstanding, please respond and I am happy to further assist you. 

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 20175154
  
  I am rejecting this response because: I am asking for a full refund of $ 2,799.00.  I paid in full but I never received not even a single treatment.  I have been calling their office but they did not  answer to my questions.  I want my money back.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/09/2024

  Hello,

  Thanks for your response. Your loan has been requested to be fully refunded/cancelled from *** as of today, 1/9/2024. Please allow 5-7 business days to reflect the account. 

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 20175154
  
  I am rejecting this response because: I will close this complaint when I get my money back into my account.  I will wait for their process.  
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 02/05/2024

  To whom it may concern:

   

  I am ************************* I'm writing about my BBB complaint number ******** against Laser Away.  This complaint was closed because Laser away responded that they issued a refund on January 9th and there is 5 to 7 days processing. But as of today I still did not receive the money.  I called Laser Away on January 19th.  They said they will send me an email within 24 hours and send me my refund. But until now I didn't receive their email and my refund.  Because of this circumstances I would like to ask your good office to re open my case because Laser Away did not issued my full refund amounting to $2799.00.

   

  Thank you and hope to hear from you soon.

   

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

  Business Response

  Date: 02/21/2024

  Hello,

  Thanks for reaching out and letting us know. I did request a refund from *** on 1/9/2024 as previously discussed. I'll check back with the lender and provide you with an update shortly! 

• Initial Complaint

  Date:06/12/2023

  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 had a facial hair removal package with laser away for 10 sessions and it was a failure. I waited till I finished my sessions and went for Assesment with one of there medical nurses and she said that they will compare my pictures before the laser with the pictures she took during the Assesment and reach out to me. I never heard back from them for more than a week and when I called they said that they denied any more treatments for me. They didnt even bother to call or inform me. I requested another Assesment and the nurse acknowledged that their is a lot of hair on my face that she can see. I feel like less than 50 percent of the hair was gone and the hair became thicker because of shaving. I asked the nurse to compare the pictures they took when I first started and the pictures she took on the Assesment but it looks like they dont even have/compare this pictures to see if the treatment was successful. Its been more than a week and they didnt bother to get back to me. Im so disappointed because I paid alot of money waiting to see results but didnt see any! They are so good in communicating their deals to take more money but never care about costumer satisfaction. Im so disappointed with all the money and time I lost.

  Business Response

  Date: 01/03/2024

  Hi *****,

  We're sorry to hear about your dissatisfaction with your treatment. With laser hair removal, we typically suggest starting out with at least 10 treatments on facial areas for a noticeable result. Upon reviewing, I understand that you advised the clinician that you achieved about 40% reduction. While I understand this was not the result that you desired, it is a good result and a great sign that treatment has been effective. We consider an "excellent" result to be 70% reduction. Due to the many factors involved, it's not uncommon for some patients to need more treatments for further reduction. For this reason. we offer a 55% discount on our "maintenance" packages. Upon further review, I saw that we extended a free treatment to help with your results. If you'd like to proceed with treatment, we may honor 1 additional free treatment with a purchase of maintenance. If you'd like to know more about your options, please contact your local office and they can definitely assist you with that information. 

• Initial Complaint

  Date:06/08/2023

  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.

  Hello,I hope this letter finds you well. On December 18, 2022 I sought out services at LaserAway in ****** **. I was corresponding with the Store Manager, ***** via text message regarding my purchase. I wanted to purchase 8 sessions of laser hair removal for the lower legs and 1 syringe of Juvederm filler. ***** advised the price was $3,122.03. I then asked if this price included the syringe and she said "You got it! I also sent you the link to please upload a picture of your driver's license". I of course complied and finished the purchase. I proceeded to schedule my laser hair removal and at one of my visits tried to schedule my 1 syringe of Juvederm filler. This is when things took a turn for the worst. I was told I did not have the syringe on my account, that I had not purchased it. I pulled up my text message exchange and showed I did in fact purchase, or I was very clearly told I was. I only went forward with the purchase because the syringe was to be included. What's worse is that after calling and asking about the issue in person several times, nothing has been done to rectify the issue. I have been told several times by ***** that she would "submit a ticket" or that corporate would reach out to me to resolve. I have yet to hear about a solution. I asked for the name, phone number, and email address of the person I could reach out to and was told they could not provide that information to me. I have been as patient as possible but we are now at the 6 month **** and something needs to be done. With so much time passing I have even thought about appropriate solutions, 1. refund me the cost of the syringe they do not want to provide or 2. provide the syringe they said I already paid for. I do appreciate your time and attention to this important matter and trust that this issue will finally be looked into and resolved. I hope whoever is reading has a blessed day. Thank you, *************************

  Business Response

  Date: 01/03/2024

  Hello,

  Thanks for reaching out to us. According to our records, your issue was resolved by ***** as of June 2023. If any concerns or questions remain, please let us know. 

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 20162903
  
  I am rejecting this response because: I have no idea who ***** is, he never reached out to me. I never talked to or emailed with him, and nothing was ever resolved. I never got a refund and I never got the service I paid for.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/19/2024

  Hello,

  My apologies for the confusion. I was explained that you were speaking with ***** in person and ***** called in to assist with the issue, but you declined to speak with him. Upon further review, the sales representative was able to send correspondence which indicated that only 1 area and the LaserLove membership would be included. Due to HIPAA, I am unable to share your receipt or this conversation without your permission to do. Will you permit me to send over your purchase receipt and correspondence to address this issue?

• Initial Complaint

  Date:06/01/2023

  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 thermage treatments. It was excruciating painful. The nurse said the higher the better results. She went as high as 4. I looked older instead of younger. I was getting really scared they kept telling me give it time and also they kept avoiding my calls. I found out they did in fact go way above and did do damage. I look much older. Also the botch lip filler. I paid ****************************** put warm compresses on try to get it out yourself. They don't like getting it out. The nurse just said to the front desk give me a killer discount for the next lip filler. **** dollars for 2 treatments that were botched.

  Business Response

  Date: 01/03/2024

  Hello,

  Thanks for reaching out to us! We're sorry to hear that you're dissatisfied with your results. As with most procedures, results can vary with each patient. With Thermage, results typically take up to 6 months to fully develop and appreciate. Upon review, our medical team reviewed your account and felt that there was a subtle improvement and that your skin appeared to be smoother and more glowy. LaserAway firmly stands by our medical team's evaluation and is happy to connect you with one of our clinical directors to further discuss your concerns/question if they still remain. 

• Initial Complaint

  Date:05/31/2023

  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.

  It's about Laser away in ******************** I believeain office but they have several branches and one is in *********** ********** I inquiry about hair removal online and got a call which supposed to be a Free consolation but turn out I got very little information and from a Mrs ****** and she began trying to retrieve my information and I told her I was comfortable with thier process it because a pressure sales ****** even though she seems to be pretty nice I did give her some info but I did not finish up paper work because I got the feeling of being pressured with out getting full details and have enough time to decided weather I wanted to go through with or not anyways to make a long story short I did file a claim yesterday with BBB but when I went back to find it I could do I did another one today so getting back to what I was saying didn't finish paperwork and cancelled it out with ****** and find out the day she talk to me she put in to financing for them to get money when I did not complete paperwork all paperwork needed and etc if someone can contact me when receiving this complaint I will explain all in detail I need help I tried to reach out to them several times getting the run around thank you and have a blessed day

  Business Response

  Date: 01/03/2024

  Hello,

  To confirm, your account was fully refunded as of 5/29/2023. 

• Initial Complaint

  Date:05/30/2023

  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 talked to ********* ************************************* on May 17. She didn't tell me she was taking out a loan under my name to pay for the treatment. She said she was going to set me up for a payment plan. Not the same thing. Had I known it was a loan I wouldn't have accepted. And then I tried to get her to cancel the loan on May 20 but she refused and now won't respond. I contacted the loan provider, PatientFi. They said I can cancel the loan through laseraway; however, they refuse to do so. She also never mentioned I wouldn't be able to cancel the loan until I asked her to. In the agreement I didn't read anything about not being able to cancel it. Now I have a loan of $3644.

  Business Response

  Date: 01/03/2024

  Hello,

  Thanks for reaching out. We're sorry to hear about the confusion with your account. Upon applying, LaserAway sends you a link to commence with completing the application for your loan/purchase. During the application process, there are multiple disclosures specifying the type of loan and potential impact of your purchase. If any information was missed, I suggest contacting PatientFi for a copy of your loan agreement. We are also happy to assist in any way we can. Upon further review, it appears you've decided to keep your package and have received multiple treatments thus far. If the issue is still outstanding or there are any additional concerns/questions, please contact your local LaserAway office and we'd be happy to assist you.

• Initial Complaint

  Date:05/26/2023

  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.

  Date of the transaction - 2022-2023 treatments Money paid - $2,169 What the business committed and nature of dispute - I called LaserAway asking if there was a treatment to help a scar on my forehead. I was told the C&B laser would work well and I should purchase a package of treatments plus a membership which allowed for another treatment. After my first treatment, the nurse told me the C&B laser would not work on my scar but the *** could. I wasnt happy about this but said ok ill come back to try the ***. After my next treatment with the *** a different nurse told me that laser probably wont work either but to give it one more shot. I came back and tried again and was told this laser wont work for this. After three treatments I have received multiple different opinions and all say the lasers I was told would work wont. LaserAway lied to me to get me to purchase the package. This should be criminal for healthcare professionals to lie to patients to make money. I reached out with my displeasure asking to cancel my package and for a refund because of the lies and I would have never purchased the package in the first place if I knew the treatments would not work. LaserAway refused to provide a refund and cooperate with me and blamed me for not understanding the risks involved. I understand treatment results can vary but I was lied to from the beginning in order for them to make a sale. They should never have assured me the laser would work. If they had been honest and said it would not work, I would not have purchased the package. I am worried about my safety and the safety of others if they lie to patients this easily to make money.Whether or not the business has tried to resolve the problem - I have emailed and called them but they refuse to resolve the problem and continue to blame me. They have been completely unhelpful.

  Business Response

  Date: 01/03/2024

  Hello,

  Thank you for reaching out to us. According to our records, you spoke with ******* regarding your concerns and as a result, you were refunded for your unused treatments in November 2023. If you have any other questions, please feel free to contact us directly.

  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. They refused to acknowledge wrong doing or a refund from the time I submitted the complaint until they reversed course and refunded in November. I am not happy as to how I was treated but I am glad they finally provided a refund. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/22/2023

  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 April 2023 I went to Laser Away in Woodland Hills ** for removal of a tattoo. I was told the removal would be about $2000 and that I can start a treatment the same day. I was offered a "package deal" for the complete treatment which I declined and stated I will pay per session. I was charged $200 for my treatment and made an appointment for my next treatment. When reviewing my credit history in May 2023 I was shocked to see a $5,400 charge on a credit card from a lender called Alphaeon Credit. I never authorized Laser Away to secure credit under my name nor did I authorize a $5,400 debit. This company has very questionable business practices and not recommended. I have contacted both the credit issuer and the business and have not yet received a resolution to my grievance.

  Business Response

  Date: 01/03/2024

  Hello,

  Thanks for reaching out to us! We're happy to see that the issue has been resolved. According to our records, you kept a portion of your package and refunded the remainder in July. If you have any other concerns or questions, please contact your local LaserAway office to further assistance. 

• Initial Complaint

  Date:05/18/2023

  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 December 18, 2022, I had a phone call with LaserAway in regards to tattoo removal. I paid $3,067.40 for 10 sessions on 3 tattoos. During the phone call with *****, he looked at my tattoos and said it would take 8-10 sessions to remove, hence why I bought 10 sessions. I also asked if it were to go away before 10 sessions were over, could I get a refund for the remainder? He said umm, we can cross that bridge when we get there. Insinuating that a refund was definitely possible. He lied twice just to make me comfortable enough to buy. I went through 3 sessions, and during the last 2, I asked the technicians how long until my ink is gone. The last one told me that after these 10, another 10 to remove it entirely. When I called the day after the third session to ask for a refund for the remaining 7, ***** was extremely unpleasant, snobbish, gave one-worded answers, just didnt care about my experience, and ultimately denied me a refund for the remaining 7. He said I can speak with customer service at that point. I asked for their number, he said he will have them call me instead. Clearly he wanted to speak with them about this before I had a chance to. The lady who called me that evening to follow up was even more rude. Wouldnt let me speak, and when I said listen, she replied with you cant tell me to listen. At that point I hung up and called Discover to chargeback on the remaining 7. They favored LaserAway because I dont have any documents to support my case. How would I? The deal occurred over the phone. All I have is my invoice. I rated my last session experience as 0 and a lady emailed me back. I explained my issue. No response. I wouldnt be surprised if they do phone deals only to avoid providing documents to customers. They know their services are bad and overpriced. Its a horribly painful procedure, with no effect at all. Everyone tells me my tattoos look brand new still. I want my money back for the remaining 7 sessions, which totals $2,147.18.

  Business Response

  Date: 03/13/2024

  Hello,

  Thanks for reaching out. Due to HIPAA's guidelines, I cannot discuss your treatment history and/or provide specific details regarding your treatments/purchases with us. To better address your complaint, I kindly request your permission to share your information related to your treatments with us. May you please confirm that this is OK? 

  In response to your refund request, LaserAway's policy is store credit only. This is addressed in your "General" consent form which can be found in your MyLaserAway portal as well as on our website. Here is the link: *****************************************************. Since services were rendered from your package, it is only eligible for store credit. If you'd like to discontinue your current services, we are happy to go over any other services we provide and their various packages. 

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 20076164
  
  I am rejecting this response because I was lied to over the phone by ***** just to get my business. When asked if a refund would be optional if the tattoo was removed before 10 full sessions, he specifically said we can cross that bridge when we get there. He didnt say no. When he knew the answer would be a no. He just wanted to get the sale.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/15/2024

  Hello,

  We do fully disclose our refund policy in our consent forms which are provided prior to starting your treatments. If you will permit me, I may send you a copy of your consent form to review and a copy of your receipt which will confirm our policy. Due to company policy, only store credit may be provided for your unused treatments.