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

  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:05/16/2023

  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 May 15, 2023, I had a 10:30 am phone consultation from telephone ************ with a LaserAway representative, ***** The consultation was an inquiry about receiving hair removal treatment. **** explained to me different packages that LaserAway provides to which I explained that I could not afford to pay the upfront charges. **** explained to me that there was a loan option, but it would require me completing a preapproval form. While on the phone, **** sent me text messages from ************ with hyperlinks to complete the form to determine the preapproval amount. During the phone conversation, it was my understanding that completing the preapproval form was no commitment to services. **** informed me that she had received the completed form and that I was preapproved for $3,644. In addition, she explained that the monthly payments would be from $100 to $150. The consultation concluded with me scheduling an appointment and understanding that I could cancel the selected package prior to services being rendered. After speaking with ****, I called ************ at 617 pm and spoke with a representative to cancel the package, so it was my understanding that the package was canceled. As a follow-up the next day on May 16, I spoke with **** to confirm that the package had been canceled. **** explained to me that by completing the preapproval form I had now committed to the services and unable to cancel the package. So, I would be responsible for the full amount of $3,644. On May 16, I called ********************* at ************ because an Alphaeon line of credit (account # ******************** had been opened for $4,700. The representative explained to me that they could not close the account due to a pending transaction from LaserAway, and I would need to resolve the dispute with LaserAway.

  Business Response

  Date: 01/03/2024

  Hello,

  We're happy to see that this issue was resolved. It appears you refunded a portion of your package and kept two areas. We look forward to seeing you at your next appointment in February. If you have any other concerns or questions, please contact your local LaserAway office directly. 

• Initial Complaint

  Date:05/16/2023

  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.

  This business I was interested in a small tattoo to be removed off my wrist. The sales person telemarketer lied to me about service. She told me that the laser would remove red ink. Charged my care credit $1.040 for a pack of 6. I get to my appointment and the gal at front desk says our laser only gets out black and blue. It may be over 16 treatments of the laser even gets the red out. I felt misled lied to and did jig move forward with this organization. I simply asked for my care credit to be refunded back as I did not use service nor do I want to do business with this organization. Cooperate will not return call sales gal said I can not get a refund. I have disputes with care credit and gone to a credited organization for service.This has been a nightmare please help.This is wrong to lie about a service to collect a commission and possibly put me through that agony when the laser is not meant for colored ink.Thank you Im advance *****************************

  Business Response

  Date: 01/03/2024

  Hello,

  Thanks for reaching out. To confirm, your account was fully refunded on 5/16/23.

• Initial Complaint

  Date:05/10/2023

  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.

  I had consultation on March 23rd and scheduled a package for coolsculpting. During my consultation I was rushed and told to fill out application to see how much I would qualify for-"the most money your could make". I called on April 11th to cancel my appt and package. I was informed that it is non-refundable and I would need to *** payments, even if I never received services. I asked for email confirmation with information on how to look at my account-I was told that the only person I needed to speak to (whom I was), is the only person to help with my needs. I then called again on April 17th to see if my appt was canceled, it was not due to the said person saying I kept it for you-you really wanted it. Again I requested a cancelation. April 19th I called to ensure my appt was canceled, to file a complaint and to inquire to cancel my package. I was then contacted by the finance department. I was told despite not receiving services, because my applicators were delivered for me and I would still need to make the first payment in a couple of days. I again requested the cancelation of my package. He said he would check into and call me back. He called back and informed me they would decrease my package from 20applicators to 16 applicators and I would still need pay. One day after my first payment I received call from credit company requesting payment. I said that I would not make a payment as I have not received services and have requested to cancel my package. I would like to file a complaint against this company for their high-pressure sales tactic, speaking over me on the phone, stating there is no one else to speak to only the said initial contact, that I do not need to receive email confirmation of said contract proposal. I have still not been able to make a formal complaint. I did request credit company to file a grievance for me. I do not wish to work with a company that is dishonest and unkind.

  Business Response

  Date: 01/03/2024

  Hello,

  According to our records, you were fully refunded as of 4/27/2023. 

• Initial Complaint

  Date:05/09/2023

  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.

  During a consultative phone call with a Laser Away associate I was informed of the businesses payment plan. During the conversation the associate did not disclose that this payment plan was in fact a credit card that would be taken out in my name. During this process I was under the impression that this third party Alphaeon was their payment processing solution as advertised by the Laser Away associate. This false advertising by Laser Away is illegal.

  Business Response

  Date: 01/03/2024

  Hello,

  We're sorry to hear about the confusion with your account. During the application process, a link is sent to you to apply and review the disclosures to proceed with your purchase. In those disclosures, it does disclose what type of account you're signing up for. If you haven't already done so, I recommend reaching out to the lender to review your loan agreement. 

• Initial Complaint

  Date:05/03/2023

  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 got the tatoo remover treatment from Lazer away. They collected money package upfront the treatments and the package for completely removed black ink, lighter color. They said the black ink will definitely removed, and the colors would be lighter. After the treatments, they removed 30% of black ink, and colored 1%. I still have 70% black ink and 99% colored left because they did the treatments on colored only one time. They wanted to get money more from me to continue the treatments. I email them but extended 1 time but the result came out the same. The result was not showing any improvement. They refused to continue with their services. I just want them to contact me to give a solution to resolving my problem.

  Business Response

  Date: 01/03/2024

  Hello,

  I apologize that you are unhappy with your results. Due to multiple factors involved, the results can and do vary from person to person and the number of treatments needed for desired results may fluctuate and additional treatments might be needed. Please keep in mind that tattoos were meant to be permanent therefore the removal/fading process takes time and requires patience. The number of treatments suggested at your consultation is only an estimate so it's not uncommon for some patients to need more treatments. This is also addressed in your treatment consents which I'm happy to share with you again for reference, if needed. As a courtesy for your dissatisfaction, LaserAway extended 3 free treatments to get you closer to your goal which you completed. However, as explained, LaserAway cannot extend free treatments until satisfaction but a 55% discount was extended toward a new package. 

• Initial Complaint

  Date:04/26/2023

  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.

  Time line: 12/02 to 12/03/2022 my wife, ***************************, called Company: Laseraway at ********** just to inquire about pricing. A Laseraway Rep sent her an online application that asked for her name, dob, address, and social security number. My wife never step foot in, never scheduled an appointment or had any procedures done to her person.01/09/2023 We received a bill from a credit card company we never registered for "Alphaeon Credit phone ************: PO BOX ******, ****** ** *****" for a billed amount of $2,394.00 for services rendered by Laseraway ***********, **.We called the Alphaeon who forwarded ** to ********************* phone ************ PO BOX ****** ******** ** ***** to review and dispute this charge dispute of $2394.00 for services my wife never received. 04/07/2023 We received a letter from ********************* stating they are denying our charge dispute and stating we are responsible for this payment.04/14/2023 5:54PM I, *********************, called ********************* on behalf of my wife, ***************************, to reopen and dispute this charge. I spoke with ************* ******************* who provided a call reference # **** stating to ******* again my wife never received any services from Laseraway in Garden City or any Laseraway location and Laseraway opened up a credit line with my wife, ***************************, stolen identity.As of 04/25/2023, we have not received any contact from Laserway or Alphaeon Credit, or *********************.

  Business Response

  Date: 01/03/2024

  Hello,

  Thanks for reaching out. Due to HIPAA regulations, LaserAway cannot discuss a patient's account with anyone besides themselves unless we are granted consent to do so. Please have your wife contact us directly and we're happy to assist her with her concerns. 

• Initial Complaint

  Date:04/25/2023

  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.

  Details in dispute Date of transaction(s): 1) August 2022 for $5,612.52 the second being, 2) September 10, 2021 in amount of $2,094.00. Both "packages" were for laser hair removal. The first package I did receive all treatments, and was left in even worse situation then before I had started. The second package I only used 3 sessions of 8. I asked for refund due to scheduling conflicts, and worse results, absolutely terrible customer service. Upon my first invoice, it was my first experience with laser hair removal, the staff ENSURED me I would receive 80% reduction in hair growth, AND NOT A SINGLE TIME did anyone, ever, tell me I'd have to continue receiving a bogus treatment in order to achieve results. False advertising. It wasn't until my second package that information was shared to me. I received only 3 of total 8 treatments, I have called DAILY to every number I can find, no one can assist me. They claim they don't do refunds, however, they just refunded me for lip filler so that is not accurate. They are charging me for services I didn't receive, even when I was in office, I never received them. I want to be refunded in whole, and put this nightmare behind me. They have told me they took my money, (even though services weren't received) and I am no longer welcome to call them, or show up in clinic. Beyond mad, obviously I'm not the first person to be scammed out of 1,000's of dollars with this fly by night company. Sadly, wont be the last. I received lip filler before and was also my first time, no one instructed me on numbing and it was literally the most painful experience I've ever had. There's other issues, but I think there are more personal but I'm glad to speak to someone via telephone to go into detail if needed. This place needs to be held accountable. BBB please help me break up with this company and be made whole again! Thank you.

  Business Response

  Date: 01/03/2024

  Hello,

  Upon review, this case was escalated to our legal department. If you have outstanding concerns or questions, please contact ********************************. 

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 19977436
  
  I am rejecting this response because it has been eight (8) months since my original complaint was filed through the Better Business Bureau, specifically, the exact date being 4/24/2023.  It's been almost a YEAR and the business replies with an email address? No one's reached out to me from the company, no one.  Essentially, they robbed me for my money, because when I made waives about their wrong doings they replied with "Do not come to the store" when I offered to meet them in person to further discuss them providing a refund for services not rendered. They are thieves and they are well aware of what they are doing.  No one provides any upper management contact details.  I've been hung up on, placed on stupid long holds where no one returns back to my call, and told not to come into the salon that I paid over $8,000 in advance to receive treatments to.  They stole from me, and it's obvious that I'm not the only person who suffered similar situations from this business. Shady business practices all the way around. Please progress this to the highest level needed. They are uncooperative. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/09/2024

  Hello,

  In response to your concerns regarding your results, we're sorry to hear you're dissatisfied. We typically suggest starting out with 8 treatments for the body and 10 treatments for facial areas. While most patients are pleased with their results after completing a package, it's very common for patients to need more treatments whether for further reduction or maintenance. For this reason, we offer a 55% discount to our existing patients for areas previously purchased. On average, patients may see up to 80% reduction but, as every one is different, results can vary from patient to patient. LaserAway does not make any guarantees on any specific number of reduction being achieved or how many treatments may be necessary. This is fully disclosed and address in your MyLaserAway treatment consents which I am happy to forward to you on this chain, if you would like. 

  In response to your email, your refund for unused services were addressed and resolved on 5/3/23 by *******. We sent you a copy of your receipt for your reference to your email. However, since services are elective, LaserAway does not offer refunds on completed treatments. This is also in our refund policy.  Again, if you permit, I am happy to send you a copy of your receipt and the consent form including our refund policy to this thread as well. 

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 19977436
  
  I am rejecting this response because after COUNTLESS calls to this business directly, and their **** numbers they have still refused to fully refund for services not rendered.  I received (3) sessions out of 9 sessions, with certain areas only receiving (1) session.  Again, say what you will on "satisfaction not being guaranteed" however, the fact that I was told to not show up to the store to try to get assistance in person, to "stop calling to get resolution". You just ended up completely disreguarding the fact that the unpaid services you kept payment on.  

   

  The way things transpired you 1) Accepted payment in full, 2) Unresolved each issue, 3) Hid upper management's contact information from me, 4) Told me I was no longer welcome to be a "customer", 5) Provided an unfair and un accurate "refund".  Because you claimed, "Since I wanted to leave after '3' sessions that each session would cost upwards of $699 which in your point of view, ate up the entire cost I PAID IN ADVANCE for the services not rendered.  You stole from me. That's where this is at. 

  BBB please refer this up higher until resolution is provided. 

  Have a nice day! 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/24/2023

  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.

  Back in February 2019 I went to Laseraway and paid over $4000 for 10 sessions of tattoo laser treatment. The laser process is painful and the numbing cream they offer does not work. I went through 5 sessions and saw 0 results. Nothing had faded and the color was as vibrant as when I first got the tattoo. I decided to go to another tattoo removal company who was actually able to remove the tattoo. I called Laseraway and was told I still have about $2100 in credit for the 5 remaining sessions. I requested a refund since the treatments did not work but they relayed they do not offer refunds and I could use the credit on another service. I have beach blonde hair and was advised laser hair removal would not work on me. There are no treatments Laseraway offers that would be useful to me. I have had this credit sitting in my account for over 4 years and I want it refunded ASAP. This company is a scam and only care about the money, not the results of their services.

  Business Response

  Date: 01/03/2024

  Hello,

  We're sorry to hear you're dissatisfied with your results. Since tattoos were meant to be permanent, the reduction process will take time and patience. Please keep in mind that there are a myriad of factors that *** ultimately affect your results such as tattoo placement, ink colors, ink ingredients, metabolism, etc. We try to be as transparent as possible when it comes to expectations and outcomes; however, unfortunately a specific outcome or result cannot be guaranteed. This is thoroughly explained as well in your treatment consent forms. In response to your refund request, LaserAway *** only extend store credit for your unused services. If you are unable to find a service that you'd like, we can also transfer your store credit to a family member or friend instead. We've added quite a few new treatments to our list which you *** find online. Feel free to reach out to us if you'd like to take up your credit or initiate a transfer. 

  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:04/19/2023

  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 bought a package of 6 sessions of clear and brilliant treatment. Tried it out 2x and showed minimal results. Then I converted the remaining sessions to 6 sessions of Intensive Pulse Laser (IPL) Facial since I have had great results in other clinics. After the first session, I did not even see the slightly result. The nurse say the company is very conservative and only allow a low laser frequency. But consider paying over $300 each session, there should be at least some results. After calling and emailing, their regional director of clinical operations say "consider the first IPL session as a getting to know you treatment" I am not able to get a redo. I followed up about a refund and she completely just ignores me. if I have 5 more sessions of IPL and with the minimal results, it can take 100 sessions before seeing anything difference. So because of their policy of using lower laser frequencies, they are technically scamming people to do more sessions than needed. This company used a lot of advertising money to lure people in their packages. But customers want to see results and this minimal results is unacceptable for the amount paid. And for some customers that believe them will keep coming back "hoping" to see results that they say requires more sessions and more money. They also prey on the first time customers who have never tried these treatments elsewhere so they would think this is how the procedure goes. They keep telling me to contact different people and the person who sold me the packages is suppose to do the refund or help me out but she is ignoring my phone calls.

  Customer Answer

  Date: 04/19/2023

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

  Business Response

  Date: 01/03/2024

  Hello,

  Thanks for reaching out. We're sorry to hear that you're dissatisfied with results. As you have had IPL treatments elsewhere, please keep in mind that each medical facility may have different protocols. Our medical protocols are designed to provide optimal results whilst ensuring the safety of our patients which is our utmost priority. Each time you're treated, our clinicians will evaluate your skin and adjust settings accordingly. We can absolutely take your feedback into account to ensure your next treatment is more satisfactory for you but since we cannot refer to your previous settings at another facility, we must start out on effective but safe settings first. 

  However, according to our records, it seems your issue was resolved by ******* and you were refunded for your unused services as of 4/21/23.

• Initial Complaint

  Date:04/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a consultation for laser hair removal with Hope on March 21 2023. She explained to me that it would be about $2000 for the full procedure. She also explained how they have a payment plan, which would be about $116 per month instead of paying all upfront. This sounded ok, so I scheduled an appointment for the following week, but ultimately I decided I didnt want the service anymore because it was more than I wanted to spend. I contacted **** on March 31 stating I no longer wanted to go through with this, which I didnt think was a big deal. She gave me a hard time on the phone, making me a scapegoat. She explained how I signed up for a loan and I cannot get out of it. After talking to a supervisor and **** once more, they said I could get a refund. This was on April 6th and again on April 7th (so this took a whole week for someone to initiate a refund). I called the loan company today (April 17th) to see the status of the refund, and they said they dont have any record of this. I called laser away today (April 17th) and they said they have no documentation that I requested a refund on April 7th.. I have repeatedly requested from Laser Away via text messages for a written confirmation that the refund is being processed, and I have none of that. I feel so stressed about this. Its Laser Hair removal, and I just decided I didnt want it anymore. Why should I be penalized for simply changing my mind? This has been such a headache and I could really use some support on this! All I want is a refund. I never even stepped foot into a Laser Away store for any services! Any assistance you can provide me is greatly appreciated.

  Customer Answer

  Date: 04/18/2023

  My address is:

  ***********************
  apartment 4
  ******, ** 02118

  Business Response

  Date: 01/03/2024

  Hello ******,

  Your account was fully refunded as of 4/17/2023.