Complaints

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

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  LaserAway Medical Group

  307 S Robertson Blvd Beverly Hills, CA 90211-3602

  
• 

  LaserAway Medical Group

  1312 Hermosa Ave Hermosa Beach, CA 90254-3532

  
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  LaserAway Medical Group

  810 Francisco St Los Angeles, CA 90017-2530

  
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  LaserAway Medical Group

  1325 McCandless Dr Milpitas, CA 95035-8123

  
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  LaserAway Medical Group

  415 S Lake Ave Pasadena, CA 91101-5015

  

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

• Initial Complaint

  Date:04/17/2023

  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 signed up for laser hair removal but never completed the consultation process. At the time i was having seizures and Laser Away requested I receive clearance from their medical team through a virtual meeting. That meeting never hapened and l thought maybe it wasn't the right time for me to complete laser, since it was a concern of theirs. My medical complicating got really complicated and stressful. Calling and asking for a refund was the furthest thing on my mind. Months later I receive a call from Laser away and I explained to the associate that I would not receive services because of medical concerns. I asked for a refund of my down payment and informed the associate that I did not pay the loan when questioned. The associate explained to me that I had exceeded the refund period and would receive a credit instead. Although, it seemed unfair with my medical concerns and the lack of follow through on Laser Away's behalf as well, I understood that it was their policy. Months later I received collection letters from Laser away. I reached out and was explained that event would be taken care. I expressed concerns about my credit score being harmed. I was told not to worry and that I should browse their site to think of how I'd like to spend my credit. That was a month ago, today I received a notification that an extremely negative derogatory **** has been added to my credit report. ***************** System has placed a collection of $3861 on behalf of lazer away and my score has dropped 26 points! Do you know how damaging a collection is on your account! Even when removed, it's still there. This has major potential to ruin my future. All of this and I never even made it past their required consultation to receive services. This has to be against the law.

  Business Response

  Date: 01/03/2024

  Hello,

  Thanks for reaching out. Upon review, your loan was fully refunded since you chose not to proceed with the services. 

• Initial Complaint

  Date:04/12/2023

  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 agreed to do a three package of laser hair removal. Without testing the areas, they went and did the laser treatment in January. I noticed I have more hair now and its actually thicker and more prickly than before the laser treatment. I asked for a refund for the rest of the services and a discount off the first session since I had adverse results due to it. They are saying they can only refund me based on cost if I didnt buy a package. This seems unlawful to me. So basically they are saying that my intitial session costs $3111 dollars so they can only refund me a bit over $700. This appears to be unlawful and very sneaky of them. Why should I pay for services I never received because they found a way to make customers pay no matter what? This is unconscionable to me.

  Business Response

  Date: 01/03/2024

  Hello,

  Thanks for reaching out! LaserAway's refund policy is typically no refunds, only store credit. However, in extenuating circumstances, a refund may be considered and a price adjustment estimate will be provided for the services rendered and their cost as the promotional package is being broken. According to records, it appears you paid to buy back your package in order to continue treatment. If you should want to discontinue treatments, LaserAway may honor store credit moving forward. 

• Initial Complaint

  Date:04/05/2023

  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.

  I paid in full for a service called thermage but after seeing **************** I realized that I was not going to be able to get Thermage due to a skin condition that I have. I texted and called the consultant as soon as I found out that I was not going to be able to get Thermage but she informed me that I was not going to get a refund for the amount of $1,794. I sent her the note that my doctor gave me and they still refused to give me my money back. She said that I can get credit and use it for other services, but the issue with that is that my doctor does not recommend that I get anything done because of my skin condition.

  Business Response

  Date: 01/04/2024

  Hello ******,

  This issue seems to have been resolved. It appears that you exchanged areas and completed your treatment. 

  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:04/05/2023

  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.

  Date of the Transaction: March 3rd 2023 The amount of money business(lender) deducted from my account: ****** What the business committed to provide you: refund for not rendering the services Nature of dispute:Refund not precessed by service to the lender to close my account for the unrendered services Whether or not the business tried to resolve the problem: NO Account/order/track no: Patient Fi Account no ********* Case Brief:I purchased ********************** skin process for aging and collagen generation from Laseraway in the mid of February 2023.The cost of the total package was $2,177 which they never provide me any receipt. I didn't pay anything upfront where the representative introduced to me third party financing process through which I can pay installments monthly. The representative also booked me the appointment for Feb 27th, 2023. As I visited the ************ clinic the people at reception introduced me with a few consent letters(attached) to sign. When I went through consent letter, they have mentioned few clauses and arbitration consents about the possible side effects after the treatment in skin. As I read all those details, I refused to sign this form and asked representatives to connect me with their nurse. They emphasized and influenced me to sign the consent form to proceed further with any possible pre-examination process with their nurse practitioner. At last, I had to sign the consent forms and they connected me with nurse practitioner over the video call as she was not physically present in their facility. I have briefed her on my auto immune skin condition which is called "Linchen Amyloidosis." The nurse asked me to bring dermatologists letter of clearance (email is attached). I asked my dermatologist to provide me with a letter of clearance for taking this laser procedure. My dermatologist refused to provide me with any letter of clearance rather she has provided the presence of this skin disease and the possible side effects can occur because of any laser treatment anywhere in my body.I have sent the written letter from dermatologist to the nurse ******* and I never received her any response on it. I contacted Laseraway ************ and shared the whole situation and they said that I should reach out to the representative who sold me this package. I reached out to the representative, and she said she has refunded my money. I was not aware at that moment their must be a process of cancelling the account that they have opened with Patient Fi and Connecxus on my name should be closed. The third party Patient Fi through the another company ********************** has deducted first installment of $******(receipt picture is attached) on March 7th. I have checked it and found it very disturbing for me where their representatives communicated to me that I will not be charged. I started reaching out to their customer services line and they said I should contact ************. I contacted ************ and showed my anger about all this situation one of their representative names ****** or ***** completely assured me that I will get my money back and she is asking corporate customer department to investigate this case. After a week I again reach out to her so she asked me to take any other services in exchange of Clear and Brilliance I told her that if they have my doctors letter in their system then she can see clearly that I cannot take any type of laser treatments on my body. She again assured me that someone from the customer services department will gonna contact me. When nobody reached out to me from their customer services department, I again reached out to her, and she said the same thing and again nobody reached out to me from their customer services department then I tried to reaching out another team member who was engaged in providing me support about the treatment during the sales process. She said that she is not the right person to handle this situation and she is going to share my situation with the customer services department. Again, I didnt receive any response from them. I again called their branch and told them that I never received any proof from them that they had refunded the money. Then I had an email from ***** from their corporate customer services department. He said he has refunded the full amount and I should contact Patient Fi. I called Patient Fi and they said there was no communication or any intimation from Laseraway for my account they have received. I called Mr. ***** and told him whole situation so he said it will be going to reflect in one billing cycle to my account I told him that during this time my next payment will going to deduct how it will be going to work so he said I should contact Patient Fi and he cannot do anything about it.I waited for a week and called Patient Fi again and they said they cannot close my account until or unless Laseraway communicates with them that I am not taking any services and my account is closed now. I again called and sent an email to ***** then he said Laseraway has policy of not refunding any money and he us not understanding my case and I should bring Patient Fi on the call with him right away. I then took him and on conference call with Patient Fi and Patient Fis team said that there is no clue they have about any payment reverted to them by Laseraway on my account. Then Mr. ***** asked to Patient Fis representative whats the account number they have and he realize that they have refunded amount to the wrong account and he promised me on the recorded call that he will process refund right after this call meanwhile I should not miss any further payments due for the monthly installments which was really cruel of him to ask a distressed customer to pay installments for not taking any services. He also shamelessly asked me at the start of the call to introduce him as the Laseraway representative to Patient Fi representative. I did call him for follow up after 2 days and he said that he has no idea what accounts department is doing, and he has no answer about my refund. I am very sick and tired of all this situation. I am looking for a $****** refund from them. Mr. ***** neither receives my calls nor responds to my emails. I have attached each document in the attachment for your reference. I have also attached pictures of the disease that I have in my skin.

  Business Response

  Date: 01/03/2024

  Hello,

  Your account was refunded and closed as of 4/26/2023. 

• Initial Complaint

  Date:04/04/2023

  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.

  My name is ****** del ****, on march 17 I decided to seek information on laser hair removal, I had a appointment online via call, and so on I was convinced to seek the treatment for legs ***** plus free bikini and armpits, now Im 19, since a baby Ive suffered from extreme eczema which changes depending on weather or environment , it has its moments, I wish I wouldve asked more about sensitive skin issues but I didnt. The following day Saturday march 18 I did some research and hair removal doesnt benefit people who have skin sensitivity issues, I wanted out ( mind you this is 2 days after electronically signing a contract that I did not know it was not undo able) anyways, Sunday came I try to reach the person who helped me with the paperwork her name is *************************, and I spoke to so much people and they all told wait till Monday so Monday came and I was on the call with some lady and she said we cant cancel it even tho I explained its been less than 3 days , I havent received ANY treatment or HAVENT PAYED nothing she said if I cant I will be sent to collections. 19 with sensitive skin and now bad credit . I was going crazy this is like living h*** for 3 weeks already finally I had someone help me speak behalf me and finally got in contact with *************************, she said all we need is a note from the doctors and the refund will be granted,( very understandable from her ) now April 3 and 2 days ago she said she will be refunded me ( which I havent payed nothing so all imagine is the refund meaning canceling the contract) so now April 3 I havent gotten a word from her or confirming that its canceled. I would like for someone to help me find out what going on with my situation..

  Business Response

  Date: 01/03/2024

  Hello,

  This account was closed and refunded as of 5/24/2023. If you find this information to be incorrect, please respond and I am happy to look further into this matter. 

• Initial Complaint

  Date:03/31/2023

  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 was supposed to be refunded for my services and this has been going on for 3-4 months still no refund and keep getting passed around. No resolution

  Business Response

  Date: 01/03/2024

  Hello,

  Thanks for reaching out. We apologize for the delayed response. Upon review, this issue was resolved by LaserAway in April 2023 and a refund totaling $766.00 was issued back to you. 

• Initial Complaint

  Date:03/31/2023

  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 signed up for laseraway for laser of the underarm. After three procedures, I noticed that I was having pain under my arms shooting to my breast. I called the office, spoke with a nurse and clinical liaison at the headquarters. I was told that I would be reimbursed. As of today, I have not been reimbursed. I also have accrued interest rate on the two year finance because I pay one month ahead. I have not been back to the company to get any lasers. I just need a refund,

  Business Response

  Date: 01/03/2024

  Hello,

  Thanks for reaching out to us. Upon review, I saw that you spoke with ******* from LaserAway in April regarding your concerns. As discussed, about 10% of hair is targeted on average, but some patients may experience slightly less due to other contributing factors (ethnicity, hair thickness, hormones, etc.). We recommend that all patients complete at least 8 treatments starting out for a noticeable reduction. However, please be assured that additional treatments are common whether it be for further reduction or maintenance. 

• Initial Complaint

  Date:03/31/2023

  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.

  Dear Laseraway, I am writing to express my concern and disappointment regarding the violation of my HIPAA rights. It has come to my attention that my personal information was sold to a collection agency for services that were never rendered. I had cancelled the original contract and expected that my personal information would be kept confidential, as required by HIPAA laws.I am deeply troubled by the fact that my personal information was disclosed without my consent and used in a manner that was not authorized. I believe that this act is a direct violation of my privacy rights under HIPAA laws.I demand that you take immediate action to rectify this situation. Specifically, I request that you remove any and all remarks related to the services never rendered from my credit report. Additionally, I request that you provide me with a written confirmation that my personal information has been removed from the collection agency's files.If you fail to take action by the end of week, I will be forced to take legal action to protect my rights. Please be advised that I am entitled to recover damages for any harm caused by your violation of HIPAA laws.I hope that we can resolve this matter in a prompt and amicable manner. However, please be aware that I am fully prepared to take whatever legal action is necessary to protect my rights under HIPAA laws.

  Business Response

  Date: 01/03/2024

  Hello,

  Thanks for reaching out to us. To clarify, LaserAway has not sold any of your personal information and broken any HIPAA guidelines with regard to your account. Upon careful review, you initially took out a loan with ************* for your services. However, it appeared that you missed multiple payments which accrued interest and fees with ***. As requested by LaserAway, you were refunded for your unused services but still owed a balance with ***. If you have failed to make payments to ***, it is likely that they closed your account due to delinquency and it was sent to collection. If you refer back to your loan agreement, it does specify their actions in the event of such occurrences. I recommend reaching out to *** directly for further information regarding your loan agreement and account. ********************** has issued you a refund for all amounts owed as of 2/11/2022.  

• Initial Complaint

  Date:03/29/2023

  Type:Order 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 signed up for LazerAway treatments in January 2023. Genuinely excited but had to schedule my first appointment in that following February. Unfortunately in-between the appointment date & sign up date, I began having seizures. I canceled my initial appointment thinking it was a one time event however I am still having seizures. Whenever they happen, I am unable to physically move my body or I have intense convulsions and that makes me worry about having a seizure during my treatments. So, I talked to a few people to cancel my contract since I don't know if I can use it nor have I even started services. I was directed to a salesperson who refused to cancel my account. During one of my conversations with the salesperson I started having a seizure and we couldn't finish the conversation. Right now as I write this, I'm doing testing where I can't work or leave my home. Even though I'm having severe health problems that are out of my control, I'm being forced to into something that I never used & won't be able to use.

  Business Response

  Date: 01/03/2024

  Hello,

  We apologize for the delayed response. Are you still needing assistance with this request? 

• Initial Complaint

  Date:03/28/2023

  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.

  I signed up for a laser hair removal appointment. I was told I could use their financing for payment for services. I had to cancel my appointment d/t **************** advising against this. SoI cancelled my appointment. I later received a statement for over 2000$. I called Laseraway and was told that I could not get a refund, only a store credit. I did not receive any services so I should not have been charged. Additionally, I was not notified that this was an all or nothing purchase. I am not interested in receiving services from this company. I am requesting my money back. The salesperson was not 100% honest with the financing sale.

  Business Response

  Date: 01/03/2024

  Hello,

  Thanks for reaching out to us. According to our records, you were fully refunded as of 2/28/23. If you find this to be incorrect, please respond and let me know. I am happy to further assist you.