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

  
• 

  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:03/28/2023

  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.

  As a client of 10 years I have been purchasing Botox banks. Its a prepaid system for Botox. I recently found that Laserway medical records were not connected to my personal file. The data did not read correctly. I challenged this is 2022 and was told they made several mistakes and would correct it. They did. I requested email receipts when using botox and once again found a discrepancy. When I requested an audit to be performed they confirmed the emails that were sent by their team was incorrect and never owed me any more units. They told me that they had an accounting issue but since then has fixed it. They said even know I had it in writing they were going to adjust my units down and the store should have never given me more. As I speak to more clients I am finding out some were shorted mostly and/or provided too much. This is a medical items that requires Documentation. I want a refund of my units or given those units back. I have many emails showing their accounting is off and its not to my favor.

  Business Response

  Date: 01/03/2024

  Hello,

  Thanks for reaching out to us. Upon further review, it appears this issue was resolved at the store level as of November 2023. If this is incorrect, please respond and we're happy to reopen the case for you. 

• Initial Complaint

  Date:03/24/2023

  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 contacted Laseraway last week regarding the many issues with my tattoo removal. A person named ***** was suppose to call me back. However no one has called me back regarding this issue. The number provided has a full voicemail. I called again this morning and its the same run around. I have a chest tattoo that has had 6 treatments done. I was told when purchasing and financing that it would take a few sessions 3-4 . The lady I originally spoke to said that my purchase was for 10 sessions, I was not aware of this at all. The tattoo removal process is painful. Each time you have to get numbing cream that does not work. I would have never agreed to this knowing that It was going to be more than a few sessions as originally told. In fact even if I went through with the 10 session my tattoo would look exactly the same. The laser used here is weak and not meant for the tattoo that I have. I have done my own research after being completely disappointed. I was scammed. I want a FULL REFUND! I should not have to go through this painful experience and then be ignored by this company. They are aware of the fraud. I want this company to know I am fully prepared to file a case with the Tulare County courts. I have pictures of each session and how my tattoo is the same as it started. And how they did not provide the services that I paid for! I am having to take time off work to deal with this situation and the unnecessary pain and suffering.

  Business Response

  Date: 01/03/2024

  Hello,

  Thanks for reaching out to us. We're sorry to hear about your dissatisfaction with your results. We try to be as transparent as possible when it comes to expectations and results. Please understand that the number of treatments suggested at your consultation is only an estimate and some patients may require additional treatments for further ink reduction. This is also addressed in your treatment consent form. Overall results can be affected by a myriad of factors such as tattoo placement, ink colors, ink ingredients, metabolism, etc. to name a few. Since tattoos were meant to be permanent, the reduction process will take time and patience. 

  Since our services are elective, LaserAway does not offer refunds especially for rendered services. If you wish to discontinue your services, we are happy to provide a store credit for your unused treatments toward a new service. 

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 19640162
  
  I am rejecting this response because: 

  Their policy that I signed in the beginning does not state no refunds!
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/09/2024

  Hello,

  Our refund policy does state the aforementioned and is located in our General Consent Form which you completed on 8/14/2022. If you would like, I am happy to send this to you for your reference. Please let me know. 

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 19640162
  
  I am rejecting this response because:

   yes I want to see my signature because you guys said when purchasing that your machine was the best one and would remove my tattoo.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/23/2023

  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 talked into buying a package with LaserAway on Sunday, March 19th 2023. The package was $1,543 for several Laser Tattoo Removal sessions and was processed by the Laser Away representative named *****. I expressed that I did not want to purchase the package at that moment and I was pressured into opening a credit line with Alphaeon Credit and Laser Away charged the money to that account. I was also told that receiving an estimate from LaserAway would not make an inquiry on my credit by the representative and that was a lie. The representative did not take no for an answer as I expressed not wanting to purchase the package that was being offered. I am requesting a full refund on today, March 21st 2023. I want a full refund to the original payment method.

  Business Response

  Date: 01/03/2024

  Hello,

  Thanks for reaching out! We apologize for any misunderstanding with your purchase. To confirm, estimates and/or pre-approvals typically do not have any effect on your credit score. However, according to our records, you proceeded with the loan agreement and provided your DL along with your application. In your loan agreement, it does state that proceeding with a loan can affect your overall credit score. To reference your agreement, you can request a copy from the lender (Alphaeon) directly. 

  Upon further review, I see that you've completed a couple treatments from your package. Our policy is typically store credit as stated in our terms of service found here: *****************************************************. However, if you are not pleased with your current services, we are happy to have a representative contact you to go over your other options. 

• Initial Complaint

  Date:03/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been getting laser removal treatments from Laser Away for over a year and there hasn't been any big improvement noticable. I have realized that the equipment they're using is not effective and hasn't shown any significant improvements. I have complained about it in the past with the workers and they're unable to help. I have decided that it would best that I find another company that deliver better service and use more updated equipments. Laser Away is refusing to refund the loan provided to them. I have spoken to different people at Laser Away that promised they would process the refund and apologize they couldn't give me what I was expected and I have recorded the conversations. Now they're refusing to process the refund back to the original loan provider stating they have changed their mind about refunding the loan they will provide a credit for any other services. I do not want to have anything else done with this company. Please I need help getting the refund. Thank you for your time and understanding. *************************

  Business Response

  Date: 01/19/2024

  Hello,

  We're sorry to hear about your dissatisfaction with your treatment's results. Since tattoos were meant to be permanent, the removal process requires time and patience. There are many factors that can affect results such as tattoo location, ink colors, ink ingredients, metabolism, etc. so each person's journey will be unique and can differ. Looking at your tattoo, the ink appears very dark and dense so we can expect that removing it will take some time. Most tattoos starting out will typically require at least 10 treatments. Our goal with treatment is improvement not perfection, and we have observed some improvement with only 5 sessions. However, if you wish to discontinue treatment, we can absolutely extend a store credit in the comparable amount of your unused treatments. However, unfortunately your package is not eligible for a refund.

• Initial Complaint

  Date:03/16/2023

  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.

  Date of purchasing the package was Friday October 14, 2022 -I paid $2144 -the Business committed to provide 8 sessions of *********, Underarm and Happy Trail. $399 per session on *********, buy 6 get 2 for free. Get all 8 sessions of underarms for free ($199 each regularly). Plus an 1 additional small area ( happy trail ) for free I have attached picture evidence below - Dispute because second treatment caused burn in my intimate area (********* area)Second treatment was on Dec 4,2022. I called for a complain on Dec 12,2022 - The business has not tried to resolve this issue. As they keep transferring me from one department to another then they end up keep ignoring me.They promised free 8 sections of two areas of underarm and happy trail but they decided to charge me for it when I requested services to be stopped and refund be issued.The last person I spoke to tried to get me to continue treatment so that I do not pay for the free treatment they included but I would really love my money back. They have put me through a lot of back and forth.

  Business Response

  Date: 03/13/2024

  Hello,

  Upon review, I saw that your medical team offered to evaluate your concerns both in-person and/or virtually but you were unwilling to adhere to our request so no adverse reaction was able to be confirmed. Given your request to discontinue your services, our team contacted you to discuss your options and you were fully refunded all that was owed as of 2/8/2023. At this time, there is no further amount to refund. 

  If you still have concerns regarding your previous treatment, I encourage you to come in for an assessment so our team can properly evaluate you and provide a plan of care. 

• Initial Complaint

  Date:03/15/2023

  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 filled out a form on Fri 3/3/23 to get some info about a sale (saw an ad online). I scheduled a phone call for later. Within 30 seconds my phone rang. I spoke with ******** - my main hangup in the past has been cost. She asked me how much I can afford each month, I told her $100 or less. She assured me they can do that. She said the sale was only on bundles, so she found two packages I was interested in and had me start filling out forms online while she was on the phone. Basic health background stuff. Then I filled out a financial form to make sure I was credit worthy to pay in increments for the services. My understanding was that services would be over 8 months (and I assumed, but did not confirm but she also did not specify, that my incremental payments would also last 8 months). She told me they would do a soft credit pull but it shouldn't affect anything (I definitely got alerts, I have a freeze on my credit). I thought I would be paying Laser Away directly, I did not understand she signed me up to get a loan through a third party! Then I saw $133 mo payments for 18 months! I chose not to schedule an appointment that day so I could decide over the weekend if I could commit to payments for 18 mo. My understanding was that I could decide not to get the services and I would not be charged, but now since its a loan through a third party, it looks like I will be charged monthly, regardless. My initial appt was a week later, but I decided it was not a financially wise decision so I canceled Mon AM (within 72 hours) and asked for them to cancel the payments (I still did not realize it was a loan). I was told that my appt was canceled but that someone else would have to cancel the payments and I should get a call within ***** hours. No call. I called back Thurs, left a message. I called Fri morning and spoke with someone who said they escalated to management and I would get a call within a business day. It's now Tues. No call. I feel misled and ignored.

  Business Response

  Date: 01/19/2024

  Hello,
  Our refund policy is typically store credit only as indicated on our website's terms of service and in your LaserAway "General Consent" form. Here is a link for future reference: *****************************************************. However, as of 3/15/23, our records indicate that an exception was made since it was your first purchase with us and no services were rendered. 

• Initial Complaint

  Date:03/10/2023

  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.

  LaserAway, I signed up to do Thermage and signed a loan through PatientFI. I called and cancel after 24 hour. I have no plans on using this service and just want the money that LaserAWay received from PatientFi to be returned. LaserAway is stating no returns even if there is a medical reason as to why not.LaserAway received $2994 from Patientfi and needs to return money to them Patientfi ACCOUNT#: ************ $2994 Don't I have 30 days. Contract was signed February 24 Consumer Rights Act 2015 Cancellation Policy LaserAway has a 24-hour cancellation policy. Should you need to cancel or reschedule an appointment please give us 24 hours notice so we can make the time available to other clients. Failure to show up for a scheduled appointment will result in forfeiture of prepaid services booked.Return Policy No refunds are made for products, service packages and pre-paid treatments once they are purchased. If for some reason you are not able to use an un-rendered, pre-paid service, credit for the pro-rated share of unused treatments at the discounted package price may be extended, and this may be used to purchase other treatments or products offered by LaserAway. Unopened products may be exchanged for alternative products within 7 days of purchase.

  Business Response

  Date: 01/19/2024

  Hello,
  Our refund policy is typically store credit only as indicated on our website's terms of service and in your LaserAway "General Consent" form. Here is a link for future reference: *****************************************************. However, as of 3/21/23, our records indicate that an exception was made since it was your first purchase with us and no services were rendered. 

• Initial Complaint

  Date:03/04/2023

  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 called LaserAway 3/3/23 to see about their Thermage treatments and if they can do small portions of face. Sales women was extremely pushy and aggressive and did not explain anything well enough. She said only whole face and neck. I signed a financing contract. I have since seen on their ******* channel that they do provide baby Thermage. It has been less than 24 hours and I have called LaserAway 3/4/23 to cancel service and refund financing company. Original sales rep ****** says I signed contract and am now stuck with purchase. But the law says according to my lawyer that I have 3 business days to back out. Original sales rep ****** says someone will call me Wednesday. I told her I need a call before then. Since 3 days is up on Wednesday. Shady business practice. Am waiting til Monday to get ahold of financing company. This is the first time I have ever signed a contract and we are talking about my face. I asked her for legal department and she hung up on me. Terrible practice.

  Business Response

  Date: 01/19/2024

  Hello,

  Our refund policy is typically store credit only as indicated on our website's terms of service and in your LaserAway "General Consent" form. Here is a link for future reference: *****************************************************. However, as of 3/4/23, our records indicate that an exception was made since it was your first purchase with us and no services were rendered. 

• Initial Complaint

  Date:02/28/2023

  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.

  Hello BBB,On March 2, 2022, I agreed to pay $1,679.30 for 6 treatments of the Clear and Brillant Laser Facial Treatment from Laser Away of **************. As of February 2023, I had only completed 3 of the 6 treatments, Unfortunately, Ive encountered an emergency within my family which has resulted in me being unable to continue service and further payments.On, Friday, February 24, 2023 I requested a refund. Since then, I have spoken with three different representatives all of which advised that a woman named ****** would be processing a refund and reaching out to me for confirmation.When I finally received an email from her, she informed that I am not eligible for a refund, which is absurd, as I truly DO NOT WISH TO CONTINUE THIS SERVICE!! To add insult to injury, she alleges that I am not eligible due to accepting the 30% off 6 package promo pricing for $1,679.30. However, I never once agreed to the $599 a la carte pricing that she is now trying to use to deny the refund.I spoke with 3 different reps and NONE informed me that I would Not Be eligible for a refund. In fact, it was quite the opposite. I find it truly heartbreaking to learn that this is how Laser Away treats their clients, in the event that they wish to discontinue their services.As I have advised, if you incorporate the payments I made to the Loan that I received from Greensky Lending that was recommended by Laser Away, which is very similar to shady sub-prime lending practices, I have paid close to half of the original Loan Amount of $1,679.30,I completed half of the 6 Treatments and I DO NOT wish to continue this Service, due to an Emergency within My Family. I Cant Continue the Treatment! With that said, the Expected Refund amount is Simply half of this Total, which is $839.50. I am simply asking Laser Away to refund this portion as I am not going to be completing the final 3 treatments and I need this portion returned to my Greensky Lending Account.

  Business Response

  Date: 02/28/2023

  Hello,

  Thanks for reaching out. LaserAway does not offer refunds for prepaid packages but is happy to extend a store credit for your unused treatments toward a different service or product that we offer. You may find our refund policy in your consents and agreements which are accessible through your MyLaserAway account. 

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19509849
  
  I am rejecting this response because:
  

  Laser Away handled this situation very poorly and this is by far the worst customer service experience that I have ever encountered.  They literally did not contact me back by phone until I reached out to you all for help and then  denied my refund with the bait and switch and have not proved that I ever Accepted this No Refund Policy and Had I known I would have felt more informed and I just feel a bit robbed and mistreated by this company.  Because of this, I would not recommend them to anyone.  I still would like a refund within the bounds of the promotion that I had taken.  They literally pulled a bait and switch and I DO NOT Agree with this type of treatment.  Its deceptive.  Not only that, I never was informed that I even had a Laser Away Login or Account.  They keep telling me their policy, but I never agreed to this so Called No Refund Policy.  Just seems shady and after we do come to a resolution I just know to never patronize their business ever again.
  

  I would like for an exception to be made and for them to refund my Loan Account honestly.  Because it is not that they cant do it, they are just refusing to refund me the amount that I requested, which would be in alignment with the promotional pricing that I initially accepted.

  I am going through so much already and this is just added stress.  I honestly may have to consider filing a law suit.

  Sincerely,

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

  Business Response

  Date: 01/19/2024

  Hello, 

  Our refund policy is typically store credit only as indicated on our website's terms of service and in your LaserAway "General Consent" form. Here is a link for future reference: *****************************************************. However, as of 3/21/23, our records indicate that an exception was made due to your unique circumstances and you were refunded $839.65 for your unused services. 

  Customer Answer

  Date: 01/19/2024

   
  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:02/25/2023

  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 booked my Clear and Brilliant facial on January 11, 2023 for Feb 25th at 12pm. On February 25 at 10:30am I received a message saying my appt was overlapping and Id need to go to a different location. Given the short notice, I would not be able to go to the location requested. They then proceeded to tell I would need to reschedule to a different day and time. Since I changed my plans to attend todays appointment, I was frustrated by the double booking. After 45 minutes they responded back asking if I could come in 15 minutes earlier. I said yes and arrived at 11:45pm. Upon arrival I heard excuses such as only having one machine and the other person made the appointment first. This is not my problem. This appointment was booked 6.5 weeks in advance of the appointment. The receptionist, *****, who Id been conversing with the whole time, stuck me in a room, propped a cup of goo and a stick in front of me and left. She never explained what it was for, what I was supposed to do with it, or how to apply it. Is this normal? I would like a second complimentary Clear + Brilliant treatment or a refund of my premium membership. This experience was less than acceptable.

  Business Response

  Date: 02/28/2023

  Hi *****,

  We're sorry to hear about your experience. Please contact your local LaserAway location regarding your issue and we'd be happy to help. Thanks! 

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19498009
  
  I am rejecting this response because: this doesnt address my issue which is with the ****** location specifically. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/19/2024

  Hello,

  Thanks for your feedback. We're sorry to hear about your troubles and first experience. For Clear & Brilliant treatment, our front desk team/clinician will typically provide numbing cream for you to apply prior to your treatment being performed. If you prefer for your numbing cream to be applied for you, we can definitely accommodate you in the visits to come. Please be assured whether applied on your own or by another person, this does not hinder the treatment in any way. In response to your request for compensation, LaserAway may extend **** LaserLove points as a courtesy for your troubles and experience.