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

  
• 

  LaserAway Medical Group

  810 Francisco St Los Angeles, CA 90017-2530

  
• 

  LaserAway Medical Group

  1325 McCandless Dr Milpitas, CA 95035-8123

  
• 

  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: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 ********? 

• Initial Complaint

  Date:01/29/2023

  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 paid $2400 for clear and brilliant and the changes they promised did not happen. They suggested I pay an additional $2400 to purchase more treatments and that "fixes" the problem. Why would I pay more and risk the same result, which was no change in my skin at all. They took my money and kept asking for more so I can see the results. How can they do that to people if they know their treatments don't work.

  Business Response

  Date: 02/01/2023

  Hi Briceyda -
  
  For medical concerns, please follow up directly with LaserAway. However, it's clear on LaserAway's website that results cannot be guaranteed:
  
  
  *****************************************************

• Initial Complaint

  Date:01/28/2023

  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 overbooked laser hair removal service to lock in the discount price & was told I could cancel services later when they figured out which areas of my body were too blonde to be effectively treated. I canceled all services (I need the money because my relative died) before having ANY but they said they won't refund ANY money to Ally Lending, the loan company & that I now have thousands of dollars of store credit with them. I am not going to use their services! Please, please help me get the money back to Ally Lending asap. I didn't know the money wouldn't be refunded.

  Business Response

  Date: 02/01/2023

  ********************* -
  
  This has been reviewed carefully, and as per LaserAway publicly-posted policy, there is no refunding allocated to pre-purchased treatments and packages. LaserAway will be happy to work with you to figure out a clinic credit for un-used services.
  
  Please see the link:
  
  *****************************************************
  
  In addition, you consented to this policy, which can be viewed at the patient portal:
  
  www.mylaseraway.com

• Initial Complaint

  Date:01/27/2023

  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.

  On 12/22/2022 I purchased a service package for $2,240.48. 3.5 hours after purchasing (on 12/22/22) I contacted the consultant to inform her that I would like to cancel the services and receive a refund as I had buyers remorse. The consultant confirmed the return (all in writing). On 12/30/22 I contacted the consultant once again to ask how long it take for the paperwork to go through and the refund to be processed as it had not shown up in my account. The consultant informed me it would take 10 business days for the turn around. I waited ************************ case and then reached out again on 1/17/23 asking if everything had been completed on LaserAway's end. The consultant informed me that she would check on it. She did not get back to me, so the next day I reached out again. The consultant then informed me that she received the return codes the night before and that she would process the return "today" (1/18/23). She informed me that the return should be processed in 3-5 days depending on my bank. I would like to point out here that the first time when she informed me I would see the return in 10 days, she had blatantly lied to me, knowing that she had never processed the return in the first place. On 1/26/23, 6 days later, I reached out to the consultant again but received no answer. On 1/27/23 I reached out again via call and text, I left messages and received no answer. The services have been cancelled and I never received any of the services. I requested a refund of the services within 1 day of purchasing, and I have been pursuing the refund for over a month. At this point, LaserAway is stealing my money as they have not given me any services in return. I would like a full refund of my purchase as initially requested.

  Business Response

  Date: 01/28/2023

  Hello,
  
  This was refunded in full. Please contact LaserAway for more details.

• Initial Complaint

  Date:01/24/2023

  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 called LaserAway to find out about tattoo removal after seeing several ads on social media. During the call, I spoke with a sales rep that offered me all kinds of deals and was anxious to get me in. I attempted to get off the phone on numerous occasions, however she continued and by the end of the call i had applied for credit and scheduled an appointment. Shortly after I contracted a virus and was unable to make my scheduled appointment. I called the office and cancelled letting them know that I would call in to make another appointment. Two weeks later, I finally started getting better I received a bill from Ally in the mail. Once I opened the bill, I saw that I was charged $2,394 for services that I have NOT received. In addition, I was charged $19.47 interest which is completely different from what the sales rep mentioned during our phone call. I've opened many lines of credit and had numerous services provided and I've never been charged before services were rendered. I called Ally and they informed me that the LaserAway would have to reverse the charges, however LaserAway stated that I need to speak with my sales rep in order to reverse the charges. At no point would I like to speak to the representative as I feel that I was misinformed.

  Business Response

  Date: 01/26/2023

  Hello,
  
  Thank you for reaching out to us! After carefully reviewing your account, you originally purchased via Ally Lending. Since it is a loan, the patient is responsible for making payments whether or not services have been rendered. Failure to make payments on time or pay off the principal balance within the promotional period will accrue interest and fees. This is thoroughly addressed in your original loan agreements.
  
  Since you do not want to proceed with your purchased services and have not received any treatments, we will issue you a full refund back to Ally. Please note this may take 5-7 business days to reflect your account.

  Customer Answer

  Date: 02/03/2023

   
  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,
  
  Essence ******

  Customer Answer

  Date: 03/13/2023

  I filed Complaint #******** on 1/24/23 and received agreement from LaserAway to refund the money back to Ally within 5-7 business days. Unfortunately that was not been done and I've reached out to Ally on numerous occasions without success. Each time I speak to someone, they tell me I should receive a call and nothing has happened. I'm getting the run around and Ally is calling my phone, sending me letters (see attachment), and trying to collect a debt for a service that I did not receive. Being that LaserAway did not perform the agreed upon actions, I am requesting that they (LaserAway) refund the amount to Ally and cover all charges and late fees as they failed to refund the amount within 5-7 business days.

  Business Response

  Date: 01/19/2024

  Hello,

  We apologize for any confusion regarding your agreement. Since you applied for a loan, payment would be due as agreed upon in your loan agreement terms whether or not treatment was rendered. Cancelling an appointment does not postpone payment. Your loan was considered to be a "deferred interest loan" where interest would not be applied unless the promotional period expired or the contractual terms (late/no payment) were broken. In this case, it seems there were fees accrued due to late/no payment. However, since you decided not to proceed with your services, your loan was fully cancelled and refunded as of February 2023.

• Initial Complaint

  Date:01/23/2023

  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 had laser hair removal on my armpits before and after 2 sessions with another company the hair was completely gone for over a year. I am now 7 sessions in and do not have a single hair missing from my body. The first four sessions I felt absolutely nothing, which brings me to the conclusion that the techs are not trained properly and did not have the laser up high enough, or they do this so that people need to do more sessions and you make more money. Since I was doing laser with them and I made the mistake(early on in my laser treatment) to decide to do injectables with them as well. I bought the premium package of Xeomin at 150 units/$8 a unit. After my first treatment, 46 units, I went back because there was not a single line on my face that was frozen or missing. This also has me wondering if your nurses injected deep enough into the muscle, or if you guys are watering down your products to make more money. When I mentioned my disappointment to the staff they said they could give me 10 free units that day and move the rest of my Xeomihn to Botox. I assumed that it would be unit for unit since I was already out $400 from the Xemoin that was either bad/watered down or injected incorrectly. It was NOT discussed with me that not only would that not be the case but I would be "breaking a promotional price" and they would be screwing me over by charging me per unit($15 instead of $10) of Botox leaving me out of a significant amount of money. I am now $3400 in and the only results I had were 24 units of Botox that lasted all of a month.
  

  Business Response

  Date: 02/02/2023

  Business Response /* (1000, 5, 2023/01/28) */
  Hi ***** -
  
  As per LaserAway's publicly-posted terms of service:
  
  LaserAway is committed to serving you in the best way that we can. We will be honest in all our dealings with you. Aesthetics is not an exact science and how you may respond to a given treatment will vary from person to person. It is virtually impossible to predict results and therefore payments made for services are for treatments to be performed - not for a specific result. However, we always strive to achieve the absolute best result that we can for you. Thank you for allowing us to serve you!
  
  
  https://www.laseraway.com/terms-service/
  
  
  Consumer Response /* (3000, 7, 2023/02/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They didn't offer a refund at all and they still have unused product and services. Injectables should work no matter what and hair removal should work if you have dark hair and light skin. They are clearly doing shady business to earn money and that shows when they tried to give me only 38 units of Botox when I should've received and paid for 120 units. They offered not a single solution to their scam it is horrible customer service but also illegal.
  
  
  Business Response /* (4000, 9, 2023/02/01) */
  HI ***** -
  
  As per LaserAway's policy, no refund need be issued in any event.
  
  For medical concerns or specifics, please follow up directly with LaserAway.

• Initial Complaint

  Date:01/19/2023

  Type:Billing 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 7,000 dollars in July of 2022 for cosmetic services.********************************************* I was not able to keep appointments, cancelled well in advance,but also want to give that money to my mother for support as he is the provider. I cancelled appts as I was told I had a year to cancel appointments. I talked to someone multiple times who said they'd get back to me. I talked to an additional person higher ranking who said they'd call me back. It has been months. I again emailed and said I need a response or I am escalating as they are refusing to refund when I have never had any services and are not responding.
  

  Business Response

  Date: 02/01/2023

  Business Response /* (1000, 5, 2023/01/28) */
  Hi******** -
  
  This has been refunded in full. Please contact LaserAway for further details.

• Initial Complaint

  Date:01/15/2023

  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 bought a package with LaserAway ********* location back in 2019, on the first treatment they burned part of my tattoo, the girl who did it went up too high. I let them know and all they put on it was aloe vera and sorry. I never got a call to check in to see how it was going. I was in a lot of pain I couldn't Wear pants because I had an open wound so I called and said I just want my money back, they said to send them pictures which I did, once again no one reached out. I was patient but during covid with times being so hard I called back then they say they it's been too long let me talk to headquarters and they will reach out but once again no one called. I had one procedure done and all I wanted was my money back what I had payed for because i was too afraid to go back and get burned again, I didn't ask for compensation for the damages or the time I took off because of the pain and I could not wear clothes properly. To this date no calls no money and no compensation for their malpractice.
  

  Business Response

  Date: 02/02/2023

  Business Response /* (1000, 5, 2023/01/21) */
  Hi ******** -
  
  Thank you for your feedback. This platform is not for medical feedback.
  
  However, LaserAway's publicly posted terms of service cover your question on the refund:
  
  https://www.laseraway.com/terms-service/
  
  In addition, there was an alternate resolution offered to you. In June of 2021 you reached out to the clinic inciting that you wished to use that option, so this has been resolved for quite some time.
  
  
  Consumer Response /* (3000, 7, 2023/01/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  It was not resolved, I asked for a refund and you said you were going to ask your higher ups and thenk let me know but you never called me back. I should not had have to suffer injuries from laser away in the first place do to careless procedures, but on top of all that careless customer service since the injuries happened, I emailed you pictures and was very patient but once again no one reached out. I need a full refund and compensation for everything laser away put me through.
  
  
  Business Response /* (4000, 9, 2023/01/31) */
  Hi ******** -
  
  For medical support, please reach out to LaserAway directly. In terms of business protocols, LaserAway's refund policy is publicly posted and clear.
  
  
  Consumer Response /* (4200, 11, 2023/02/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  It's not like I asked to get burned, I purchased that package because I intended to use it, the negligence, and lack of attention to what you are doing at the time of your treatment should no be taken lightly, Laser away neglected the incident and to fallow up. And you mean I have to just let you keep my money or trust that you are going to not hurt me again, when you can not even fallow up after I attempted to reach out and get this resolved.

• Initial Complaint

  Date:12/25/2022

  Type:Customer Service 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 purchased 12 sessions of clear and brilliant laser treatment. I had a video chat with the consultant and she saw my skin and told me it can be very effective to my pitted acne scar. So I purchased it. After that another professional dermatologist told me that clear and brilliant laser cannot deal with pitted deep scar at all. The consultant was very misleading.
  The dermatologist suggest me to take ******** so I cannot have any skin resurfacing treatment. Above all, I request a full refund from Laseraway.
  There is a loan I took from ****. Hopefully Laseraway will refund it to **** then **** will refund me the part that I have already paid off.
  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2023/01/05) */
  Hi ******* - we've had a chance to fully research your case. You were refunded on December 27, 2022.

• Initial Complaint

  Date:12/21/2022

  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.

  LaserAway performed bait-&-switch services for 2 of my hair removal appointments. The clinician held the laser too far away be effective, I had no results. I found out from another clinician who confirmed it should be very close. This qualifies as substitution for inferior services. When I brought it up via email (Dec 20 2021) LaserAway didn't respond. I brought it up again via survey and instead of being reimbursed or comped with appointments to make it right was told "When we reach the end of your treatments, you can schedule a follow-up visit following your results & go from there" (Britanny Santiago). I requested to not have that clinician & was told it would go on my file. Through many concerns voiced to LaserAway, I was told to wait. When all my hair grew back after my 5th appointment, I reached out again with my concerns that I would like my money back if it wasn't going to work. I was again told to wait until my last appointment before I could receive a resolution. I requested twice to have corporate call me & was told I would receive a call in 1-2 days. No call came. I had to ask a third time; one clinician was surprised the issue hadn't been resolved yet & requested a ticket to be submitted by *********** because corporate "doesn't take ones submitted by receptionists as seriously." Finally I had my consultation without finishing all of my treatments. LaserAway refuses to refund me anything, even the 25%+ from the incorrectly performed procedures & those not fulfilled. ************ (Dec 13 2022) said she will make a note on my file to not have me treated by that clinician. That should have already been there since March. LaserAway bait-&-switched me, communicated poorly & sometimes not at all when I had concerns, & misled me for a year until it was too late for a refund because I had gone to my appointments like the company insisted I do instead of coming up with a solution. I spent $3,693 just to be treated like a nuisance instead of a concerned customer.
  

  Business Response

  Date: 01/18/2023

  Business Response /* (1000, 5, 2022/12/23) */
  Hi **** -
  
  You concerns were addressed on Dec. 1, when 2 additional sessions were provided to you.
  
  Please see LaserAway's terms of service for further information on results:
  
  ****************************************
  
  
  Consumer Response /* (3000, 7, 2023/01/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  LaserAway refuses to acknowledge the inferior services provided to me for my 1st and 3rd appointments, which should have been well documented given the number of complaints I've had for over a year. They also don't take responsibility for their poor communication. Every time I try to contact them or have them contact me, it further proves how bad communication is within the company.
  Please read 'Dates of events' first as it lists all the poor experiences I had by date, and the attempts I made for the company to rectify it. All emails included in this list are attached as well.
  
  I would even compromise for 4 full treatments as a resolution if no refund will be given. It is more than fair for the company to provide two 'courtesy' sessions based on the overall results ON TOP of two additional sessions to make up for the bait-and-switch services provided. After spending $3,693, I would like to feel like a valued customer by the company, quite the opposite of how I have been treated and led-on.
  
  
  Business Response /* (4000, 9, 2023/01/11) */
  Hi **** -
  
  LaserAway is committed to serving you in the best way that we can. We will be honest in all our dealings with you. Aesthetics is not an exact science and how you may respond to a given treatment will vary from person to person. It is virtually impossible to predict results and therefore payments made for services are for treatments to be performed - not for a specific result.
  
  Specifics from each treatment are saved in the medical charting system for LaserAway and were taken into consideration in issuing you additional complimentary sessions.
  
  We always strive to achieve the absolute best result that we can for you. Thank you for allowing us to serve you!