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 has 143 locations, listed below.

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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

  
• 

  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

  
• 

  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:02/18/2023

  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.

  I am writing to file a complaint against LaserAway Medical Group, specifically their Novato location. I had multiple negative experiences with this company, and I believe it is important to share my experience with others to prevent similar situations from happening.On March 22, 2022, I underwent a CoolSculpt treatment with *******************, and I was extremely disappointed to learn that the applicator used was too small for the treatment area. This led to an ineffective treatment and poor results. Furthermore, I was shocked to find out that different areas were being treated each time, and I was never informed of the different area treatment names being used. I requested my patient records and before and after pictures, but this information was never provided to me.Additionally, on May 14, 2022, and July 30, 2022, I underwent further CoolSculpt treatments with *************************, but these treatments were marred by excessive and unnecessary pressure and massage that caused me significant pain. It wasn't until my 6th applicator with ****** that I was informed by another nurse that such a rough massage was not necessary and that ****** had been intentionally causing me pain. ****** apologized after this was brought to her attention.Despite multiple attempts to contact LaserAway to rectify the issue, I have received no response or assistance. My trust in this company has been severely eroded, and I am left with poor results and a significant financial loss.I urge others to be cautious when considering LaserAway Medical Group as a treatment option and to thoroughly research their experience with other patients before committing to any treatments. It is clear that this company prioritizes profit over patient care, and I believe that their actions are in violation of the standard of care expected of healthcare professionals.

  Business Response

  Date: 02/28/2023

  Hello ******,

  According to our records, you spoke with ******* and ***** recently regarding your concern and the issue has been resolved. Your store credit has been updated on your account is able to be used at your leisure. Please be assured that store credit does not expire and can be used at any location nationwide. 

• Initial Complaint

  Date:02/17/2023

  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.

  Laser away is a scam! I have got the run around since the beginning. I understand sales reps need to sell, so no shade to them but I was told so many different things . 1. Laser is permanent 2. That I signed up and PAID for underarm and Brazilian but only received Brazilian laser treat . 3. Ended buying a maintenance package that I was told I wouldnt need for a few years. I understand that everyone is different but my results after ***** sessions are 20% compared to the back and fourth of it being 80-100%. ***************************** seems to be the only person from customer service who calls people . I have reached out to the ladies in shop doing my treatments since November ro have customer service call me . Just for him to lie and say he doesnt know anything about instagram but i screen shotted when he called me right after laser away ig said customer service is contacting me .Up until I finally left a review on instagram they called me immediately just to ask for more money or that I say 1 free comped session satisfies me ! ***** literally said if I recorded myself saying that I was satisfied with that , they would honor 1 session and had some lady named ****** on the other line ! I cant believe this place is in business. He later called me back today to say they werent going to even offer that once session because it wasnt the best thing and that I needed to pay for another maintenance package! He is also mad that I mentioned the calls being recorded when they also records calls without consent or act like nothing is being recorded. I cant believe Ive wasted this much money to be treated so horrible when I wasnt satisfied even a little bit with their services! There is so much more but a lot to type up! They are literally scamming people out of money!

  Business Response

  Date: 02/27/2023

  Hi ******,

  We're sorry to hear that you're dissatisfied with your results. As with most procedures, results can and do vary with each person or even area to area. Due to the many factors that can affect results, LaserAway cannot predict or guarantee any specific outcome or number of treatments. We advise our patients on what we see on average but thoroughly explain that our recommendation is only an estimate. This is also listed in your consents prior to treatment. 

• Initial Complaint

  Date:02/16/2023

  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 was sold two packages in September 2022 for Botox and for Clear and Brilliant totaling ******* charged to my CareCredit card. The person who sold it to me did not ask me if I was breastfeeding even though I had let them know I had a baby. When I went into the appointment, the nurse let me know they had a policy that didnt allow me to use any of the services I purchased. They offered to refund me. Since then, I have called back and gone in person and still have not received any refund. It has now been 6 months.

  Business Response

  Date: 02/27/2023

  Hi *****, 

  We apologize for the delay in receiving your refund. To confirm, you were fully refunded on 2/21/23. Please see the link to your receipt: ******************************************************************.

  Customer Answer

  Date: 03/06/2023

   
  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:02/15/2023

  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 keep receiving phone calls at non business hours of the day from Laser Away asking if I can talk to someone. Ive blocked multiple numbers but I am still getting texts and call from different ones.

  Business Response

  Date: 02/18/2023

  Hello, 

  
  We've removed you from out database. Please let us know if there is any further communication at **********************************

   

   

• Initial Complaint

  Date:02/14/2023

  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 had purchased a coolsculpting treatment for my face and for my stomach about $3900 is the financed amount, I called to cancel before any services have been rendered and the customer service team said it was fine, however that the salesperson who sold me the package would need to be the one to cancel and that theh will have her call me. I have been back and forth on the phone with her and since she has threatened me and trying to force me into it by telling me she can't cancel. I still have not received any services and still want to cancel even though she is saying "I guarantee you results" which is not something anyone can guarantee.

  Business Response

  Date: 02/18/2023

  HI ******** - 

  
  Someone should be reaching out to you shortly to answer you regarding your refund request.  
  

  As per LaserAway's publicly-available terms of services, all purchases are non-refundable, but this can be looked at separately for you by the company.  

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

  Customer Answer

  Date: 02/22/2023

   
  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:02/13/2023

  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.

  Almost year ago I agreed to receive services from LaserAway in ********, **, to help remove move acne scares. I was given an options for treatment. I decided to go with the Clear and Brilliant. After the 3rd session I felt that the services were not helping. The services are for a total of 6 sessions. On my 3rd session, the technician said that this service probably would not help remove my deep acne scares. I was discouraged, but felt maybe I'll continue since I'm already paying for it. I decided I wanted to discontinue the services, maybe get out of payments, and pay for the services I already received. When I first contacted the ****************** for LaserAway, Ally Lending, it was very odd how the phone call was received. My guess at this time, companies still had employees working from their home. This call was odd because the woman that helped me, took my call, but you could hear odd and disturbing conversations in the background. I said to the woman that I was going to hang up because this call did not sound legitimate. When I called back to ************, I spoke to another women and explained what happen and she apologized for the previous call. After explaining to the woman, that I wanted to stop the services with LaserAway, I asked her what options I have to discontinue my services and end payments, or at least pay for the services already received, and she told me there was nothing she could do, and that ended the call. I then called the LaserAway office in ******** and spoke to the young lady that helped me start my services, she was very kind and professional, but all I could do was change my service to another type of skin care. Which I was not interested in. I explained again that the services I was receiving was not making a difference, and she said that I needed to complete the entire six sessions to notice the difference, and maybe even continue the service again for another six sessions. Which I did not want to do. Since then, I've not returned, and I'm still hoping that I could only pay for the services I received, which were only three, due to the cost. I guess I do regret this whole process. I'm asking how the Better Business Bureau can help me save at least half of this cost. The entire cost for the services is $2,043.52. I have been making the payments monthly, but really hope you can help me in only paying for the three sessions that I have had, and not the entire cost for the six sessions. My balance as of today is $1,336.47, this under a promotion, if I pay it off by October 18, 2023. I can be reached at ************. Or via email, ***************** Your reply is truly appreciated. I hope to hear from you soon.Thank you,***************************.

  Business Response

  Date: 02/27/2023

  Hi ******,

  We're sorry to hear that you're dissatisfied with your results. We typically suggest that patients complete at least 6 treatments before evaluating improvement. Typically, 3 treatments is not sufficient enough to provide a significant amount of improvement. However, if you'd like to discontinue your treatments, we totally understand and are happy to help you decide on a better treatment for you. Unfortunately, LaserAway does not offer refunds on prepaid packages. This is also listed in your consents prior to treatment.  Instead, we can exchange your remaining treatments for store credit that can be used toward a different service or product that we offer.

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19398465
  
  I am rejecting this response because:
  I am still not satisfied. I'm currently making payments for these services that I'm not happy with. I understand it will take the 6 services as it was explained. But I was also told by a facial technician at Laseraway that the services I'm receiving will not clear my skin because I have deep acne scars. If I had been told that from the beginning I would not have accepted, or started payments with any services at Laseraway. I'm asking to only pay for the 3 services I that I have already received, which is half of the cost. Why should I continue paying for something that I feel is clearly not working, even though I'm half way through these services, I was very discouraged by what I was told, that this treatment would not make a difference. In my skin. I would like to continue with my complaint, in only paying for half of the cost of my services. Thank you.
  ***************************************************

  Business Response

  Date: 01/19/2024

  Hello,

  We're sorry to hear about your dissatisfaction with your results. With Clear & Brilliant, we typically suggest **** treatments to start off with but depending on the body's response to treatment and skin's pigmentation/textural severity, some patients may need more to achieve their goals. During Clear & Brilliant treatments, laser energy is delivered to the skin in a pixelated fashion creating microscopic "Microthermal Zones". The laser energy passes through and penetrates beneath the outer surface of the skin (epidermis), and stimulates your skin cells to produce your own new collagen. Over several treatments, this new collagen often improves firmness, smoothes and softens the appearance of your wrinkles, pore size and textural irregularities, and treats and prevents early skin aging. Our goal is improvement with treatment; however, as each patient is different, LaserAway cannot guarantee results or how many treatments may be necessary. If you would like to discontinue your service, we can absolutely extend you a store credit for the comparable value of your unused treatments; however, LaserAway cannot extend a refund since you have nearly completed half of your package. Your store credit value is $1069.95 which can be used toward any services or products that LaserAway offers. Please find our refund policy in our website's terms of service: *****************************************************. 

• Initial Complaint

  Date:02/08/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 8 laser treatments from LaserAway (THOUSANDS OF DOLLARS WORTH). I did sign a contract indicating that people see different results and that TOTAL hair growth may not be achieved. About halfway through my sessions and at each session thereafter, I indicated to the nurse that I was not seeing results. I was told multiple times to continue to the 8th session and if results are not seen, they can take photos and I would be COMPed (given a few more sessions for free). Today, 2/8/23 I went to LaserAway for a consultation to review my case. The RN looked at the hair growth and said "oh wow, yes I see you haven't received much reduction." I told her that I had about 40% on my legs but not much of anything on my brazilin. It was also indicated that a medium skin tone setting had been used the entire time which is a lower setting. The RN indicated I fall in between medium and fair and if a fair setting was used, better results could be achieved. ,I received a call from customer service today from a man who truly gave me a snarky attitude which was not appreciated but aside from that, I was told they do not comp people and that there are no such thing as settings that would have made a difference in my results (very different than the tune I have been told this entire time). I was, instead, told that I could purchase another $900 worth of treatments to see some results and that it normally takes 11 sessions. *I want to add this is in no way a reflection of the ******** location. They were all very kind. The customer service of the corporation (this particular agent today) however, could use a lot of work.

  Business Response

  Date: 02/11/2023

  Hi ******** -

  We've had a chance to carefully review.  For speicifc medical feedback, please contact LaserAway, as it cannot be discussed in this format 

  However, as per LaserAway's posted policy results cannot be guaranteed. 

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

   

• Initial Complaint

  Date:02/01/2023

  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 signed up for Laswer Away's hair removal ans started a payment plan through Universal Account Servicing, LLC ("UAS") is the third-party billing service provider for your Account. When I went to my appoitnement, they told me I am not a good candidate due to tattoos I had. They told me they will speak with sales agents and refund/undo the payment plan. UAS has billed me for the laser treatement. I filled a compliant from called UAS but they mentioned they need a green lighr from laser Away to cancel it. I was calling laser away for the last two weeks and they say the sales agent will call me back and never reach out. I called the company atleast 4-5 times and no resposne. My UAS is past due and Laseraway is not responsive to my request and need help having this issues resolved.

  Business Response

  Date: 02/27/2023

  Hi Semhal - 

  Your refund was completed on 2/6/22. Please see the copy of your receipt here: ****************************************************************

  Customer Answer

  Date: 03/01/2023

   
  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:02/01/2023

  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.

  Laser away called to cancel my appointment and then offered to reschedule me a month later. Upon asking for corporate to call ******* provided no alternative and no compensation. This is the second time they've done this. I want a Botox treatment complimentary to me for the headache that this company has put me through. ******* didn't even know when the clinic would be open again. Poor customer service when she know how upset I was.

  Business Response

  Date: 02/09/2023

  Hi *********,

  We're sorry to hear your dissatisfied with your recent experience. As explained by *******, the reason for our closure was due to severe weather conditions. While we understand this may be seen as inconvenient to some patients, we value both our staff and patient's safety which is why it was decided that the best decision would be to close our doors until both could travel safely to our office. In an effort to get you accommodated, you were rescheduled for your appointment as soon as possible but unfortunately our reopening was uncertain. Please understand that this was a matter that was beyond our control. We're happy to see you for your next visit as scheduled, or issue you a refund for your unused services. 

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 19324671
  
  I am rejecting this response because: she said I cant get a refund because I bought a package. I want some additional sort of compensation for the trouble yall put me through. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/19/2024

  Hello,

  We're sorry to hear about your experience. Upon further review, I was able to find that the reason for your appointment being rescheduled was due to extreme weather conditions which forced our location to be closed. From what I can see, ******* offered you as many options that she could to try and provide a more satisfactory outcome within LaserAway's guidelines. Your appointment was also rescheduled within two weeks of its original day and time. Unfortunately, the options offered were the best we could do at the time due to the unforeseen circumstances.

• Initial Complaint

  Date:01/30/2023

  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.

  Signed up for a Thermage treatment in March, then the COVID19. It is now August and I no longer need the treatment. LaserAway is not accepting my cancellation, even though I have not signed any contract. It is heck getting a refund as I have been paying for this since April on their GreenSky connected card. No one wants to communicate or work with me on this!! Have called their offices and spoke to ******* who has not called me back for a resolution. Have even gone on their ******** page messaging them and they tell me someone will contact me and the have not. I need a refund for the payments I have already made (with no services done) and termination of the remainder of my payments.Product_Or_Service: Thermage

  Business Response

  Date: 02/06/2023

  Hi *****,

  Thanks for reaching out to us. According to our records, your refund was completed on 8/27/2020 to the lender ********. A copy of your receipt was sent to the email listed onto this complaint. You may also see the receipt here: ************************************************************. If you believe this is still incorrect, may you please provide your account number listed on your Greensky statement so that we can look further into this matter with ********?