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.

close

Find a Location

LaserAway Medical Group has 143 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:11/10/2022

  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 bought a laser hair removal package.
  - Sales tactics: the LaserAway team will do anything to get customers to sign up. They rely on "one time offer" /"limited time offer" gimmicks constantly. They also pretend to be flexible and agree to any adjustments in the beginning, but fail to update the system and their colleagues resulting in constant confusion around expectations of these sessions. In my case, I requested to swap full Brazilian bikini for partial bikini and butt cheeks. I had to constantly let the nurses each time and they would give me a hard time each time although I had already requested my notes by updated to reflect the adjustment.
  - Training & Staff Competency: LaserAway has scheduled me with nurses in trainings at least twice. This means these are completely new nurses who have to be monitored by another person. These nurses are not fully trained yet and are being trained on paying customers.
  - Customer Care: These procedures are extremely painful and I learned from a friend that requesting cooling packs can help numb the skin. The nurses never asked proactively. I had to ask them and whenever I did I had to practically beg them for more cooling packs. The lack of empathy was so disheartening. There was also 0 aftercare communication. I had to communicate that to the person who sold me the package.
  - Customer Communication: LaserAway use an automated notification system to send calendar reminders. Their system was sending me wrong times for my originally booked appointment. This again resulted in the staff being rude to me thinking I'm showing up at the wrong time for my appointment.
  - Corporate: when I decided to finally escalate all my issues to Corporate. My escalation was ignored. And when I asked for proper call that had an agenda and clear goals. I spent time repeating all my written feedback.
  
  LaserAway is exploiting its monopoly in the space and does not at all prioritize customer care experience.
  

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 5, 2022/11/17) */
  Hi **** -
  
  We've had a chance to look into this fully. You had requested a modified version to treat that was not in line with what was different than what was purchased at the onset. The team continued to work with you, but since the area was customized, it would require confirmation each appointment. All clinicians performing treatments at LaserAway are fully trained and licensed, and we periodically monitor treatments for consistency and evaluation purposes. Please follow up with the medical team at your local LaserAway regarding comfort measures, as they are already provided but can also be modified. We are happy to provide you any measures that we can for comfort.
  
  LaserAway did offer additional treatments to help resolve this, which you declined. We look forward to continuing to serve you moving forward.

• Initial Complaint

  Date:10/31/2022

  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.

  At the end of September I booked services with Laseraway. They are expensive and interest free payments were offered to me. I accepted the offer in the amount of $944. Weeks later I find out that a credit card with a $10,000 limit and 30% interest rate had been taken out in my name and a charge made for $2394 which I did not agree to. I reached out to the company initially to get that fixed, but ended up asking them to cancel everything, because I feel they have very shady and predatory practices. I was told by two separate people that it was being corrected, one over phone and one over text. No refund has been made to this credit card and payment is due on the 8th of November. I have not received any services from this company, I never even scheduled the appointment. Now they will not pick up my phone calls or return texts.
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/11/05) */
  HI ******* -
  
  Thanks for your response. Your package has been refunded.
  
  Please let us know if we can be of further assistance.
  
  
  Consumer Response /* (2000, 7, 2022/11/16) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept, but still have not received any official document stating the outcome, which was requested

• Initial Complaint

  Date:10/26/2022

  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.

  If you are here to check out reviews please take this one serious. This company convince you to believe that their services work for all hair types. As far as my personal experience, I have not had a 90, 80, to be full transparent, I haven't even had a 50% decrease in hair growth. I purchased a hair removal treatment package and unfortunately still struggle with the same issues that I began with before treatment. I recieved once additional treatment after my last paid session and was told it would take a couple months to see better results after my last session. Well the unfortunate part is my hair growth is growing in the exactly same areas at the same rate as before, whereas I am still required to shave as often as I did before I began services. I know that even with my last session photos were taking of me for validating my consistent hair growth to get further approval for additional sessions. Well even after the added sessions my growth is still the same. The only thing the company offer is for me to pay for more sessions, which is absolutely ridiculous.
  
  This service includes ********** under arms, full legs, and ******** If photos are necessary they can be added later for documentation.
  

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/10/28) */
  Hi ******* -
  
  Thank you for your response. We've had a chance to fully review.
  
  Like any aesthetic treatment, results may vary from patient from person to person, or even by area. Results are not guaranteed.
  
  If you log into LaserAway's patient portal at:
  
  
  *******************
  
  You can view the consents provided to you in writing before you started treatment. They state:
  
  I, ****************, understand that the Food and Drug Administration (FDA) has defined that all hair removal lasers currently on the market deliver "permanent hair reduction" which is the "long- term, stable reduction in the number of hairs regrowing after a treatment regime". I therefore understand that complete, permanent hair removal is not likely, but that, with multiple treatments, significant long-term reduction can be achieved. I understand that the goal of my Treatment is a reduction in hair, not perfection. I acknowledge that a hair reduction of 70% is an excellent (but not guaranteed) outcome. I also understand that thinner, finer, "patchy", sparse and/or less dense hair may be the end result. Some hair will never go away completely, and no hair reduction device offers 100% hair removal. I also understand that not being treated consistently may result in incomplete hair reduction. I understand that additional "maintenance treatments" may be needed in the future even if excellent results have been achieved, and no guarantee can be made as to the final result.
  
  In addition to that, LaserAway went to exception lengths to assist you, offering two complimentary treatments in the spring of 2022, and you happily took advantage of that.
  
  It's recommended that you add treatments to supplement what's ben done so far if you'd like better results.
  
  
  Consumer Response /* (3000, 7, 2022/11/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Well as stated, I did reach out then about me being disappointed in my results. There was literally no difference from when I initially inquired about starting services to when I completed my sessions. I understood that there was a possibility that I wasn't going to see a 100% hair growth change but the day I called complaining about my results after following all aftercare instructions and for the most part making it to all of my appointments within the appropriate time I was told by the nurse that there should have been a better outcome. The nurse that seen me took photos and was shocked of how thick and long my hair was in the areas that had been treated. She literally told me that she never seen hair growth like mine after a completion of all treatments. I was told that the photos was for documentation purposes, as well as for proof to make a decision on complimentary sessions. So please add those to this to show proof of my initial complaint.
  I was also told that I should see a significant change after the added sessions. So of course as stated, I accepted the complimentary sessions because I was told it help achieve a better percentage of less hair growth. This is absolutely unacceptable to me, as a client to know that the only suggestion you have is for me to purchase more sessions. I was thrilled about this journey and was excited about it and was telling others to try it and that is a conversation that obviously will no longer be a joyful one. Now that
  
  
  Business Response /* (4000, 9, 2022/11/05) */
  Hi ******* -
  
  Las per LaserAway's terms of service:
  
  Revisional Treatment or Treatment of Complications
  
  The practice of medicine and aesthetics is not an exact science, and medical spa treatments are the practice of medicine. Although good results are anticipated, there can be no guarantee or warranty, expressed or implied, by anyone as to the actual results you may get. Occasionally additional treatments and/or treatment for problems or complications may be required. These could result in additional charges for which you may be responsible.
  
  
  ****************************************

• Initial Complaint

  Date:10/20/2022

  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.

  I purchased a package for 12 Clear & Brilliant Laser treatments. The cost of the package was $2939.30. I had 4 treatments: 02/13/22, 03/06/22, 07/10/22, and 08/03/22. After my 3rd treatment , I had severe irritation which turned to scabs, which left me with more hyperpigmentaion. At my visit on 08/03/22, the nurse mentioned that the last nurse used a substance on my face that contained Vitamin C. I asked why as I had informed them at the start of my treatments that I cannot use anything with Vitamin C on my skin, as Vitamin C causes scabbing on my skin. The nurse then apologized for the mistake of the previous nurse. Then, I had a treatment done that day and mentioned to the nurse that it felt very different and much more painful than usual. Her explanation was that "the laser is on the highest level." I asked if this setting was safe for dark skin as I am a nurse which has worked in cosmetic dermatology and I know that dark skin reacts very differently to laser treatments and settings must be precise to prevent damage. She stated, "It's fine." After the treatment my face was very hot, red, burning, and then became very swollen. I was literally in tears. had never experienced this level of pain or redness after a treatment. I also never had swelling after any treatment. Days/weeks after my overall complexion became darker and and the PIH I had got darker. My skin looked horrible and never improved from the damage. I called Laseraway for a refund so I can discontinue the treatment and the finance company can receive their money back. They told me if I discontinue I would be charged for each treatment individually. $2939.30÷12 treatments come to 244.94 per treatment. They should have refunded me $1952 but refused and said since I didn't do all 12 treatments, they raise the price of each. They refunded the finance company $543.30 and left me with a bill of about $1900 to pay for treatments I never received and discontinued due to it being unsafe for my skin. ROBBERY!
  

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 5, 2022/10/22) */
  Hi*********,
  
  Thank you. We had a chance to review your complaint carefully.
  
  We recommend following up with LaserAway's medical team, regarding your medical concerns. The medical team is ready to assist you regarding your concerns.
  
  In terms of the purchase, LaserAway's terms of service dictate their refund policy:
  
  https://www.laseraway.com/terms-service/
  
  LaserAway is not obligated to offer any refund under any circumstances.
  
  However, LaserAway did perform a price adjustment, meaning they can switch you over to the appropriate pricing ($599 per session) and you are refunded the difference. That explains the calculations above.
  
  In addition, leadership on LaserAway's customer service team addressed this issue with you this week and indicated in writing that they were willing to assist you in adjusting this refund, and you disconnected the call on October 20.
  
  They responded to you at 2:08 p.m. that they could consider the refund adjustment for a 24 hour window and you did not call back.
  
  
  Consumer Response /* (3000, 7, 2022/10/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The business changed the price of the treatment after I purchased the treatment. It was $2939 for 12 treatments and changed to $599 each once I asked for a refund so they shorted me on my refund. The reason I didn't complete the treatment is because the substances that were being put on my face caused scabs and the last treatment setting was too high and ledt me in sever pain with swelling andy skin is still tinted from it. This was due to damage to my skin and they are treating me like I didn't complete the package deal for a minor reason. Why should I pay extra because the setting and substances they chose for my skin were damaging? Also, the customer service agent told me it was my fault that the nurse used the wrong solution on my face because he said I didn't report it as an allergy when I filled out my paper work from day one if completing paperwork. I informed the nurse of my skin's INTOLERANCE to Vitamin C at my first visit BEFORE treatment. It was her responsibility as a nurse to document this and I know this as I am an RN myself. He was very rude to me to the point where I became rude as well. He spoke to me as if I am an incompetent nurse and person overall and I hung up on him. He then emailed in a totally different tone, stating that we got disconnected and he tried discuss the refund with me. I suppose this was to not leave a negative paper trail stating exactly hat happened on the phone which was his rudeness and saying there was nothing he can do. Why would I be so upset if he stated he was willing to help me? Very logical. That never happened . He NEVER mentioned helping me while we were on the phone. The email said he has a 24hour window but when I called back, he did not answer and the voicemail was full, nor did I receive a call back. How it it legal to increase the price or each treatment by >$300 to reduce the amount of a client's refund. I would like to be contacted by upper manager as the customer service representative did nothing but insult me and then play like everything was fine and he was a sterling representative. I sent an email today asking for a call back but I'd like to speak to upper management instead, now that I think about it. He cannot be trusted. LASERAWAY CANNOT BE TRUSTED!
  
  
  Business Response /* (4000, 9, 2022/10/29) */
  Hi********* -
  
  We have reviewed carefully. As per the terms of service, LaserAway does not offer refunds. Any accommodation made to that policy is exceeding the policy, and considered a fair resolution.
  
  https://www.laseraway.com/terms-service/

• Initial Complaint

  Date:10/18/2022

  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.

  I started to receive Laser hair removal treatments beginning in February 2021, I signed up for a monthly payment plan through ALLY in which they use to charge a monthly flat rate for the cost of the quoted laser treatments a customer would needed (I was told 10) as I was getting two areas treated. I then went again in May 2021 for a secondary treatment, there was a gap in my treatment times because I was experience an onset illness and was going to doctor appointment after doctor appointment to figure out what was wrong. After my treatment in May, I began to see a neurologist and eventually was diagnosed with Lupus and Sjogren's Syndrome. My doc advised me to stop treatment at that time so in August 2021, I called and spoke with a director (I do not recall their name) and advised them of my diagnosis and that I was advised to stop treatment per my doctor. At this time, I was advised that I could stop the treatments and that my memberships/payments would be cancelled and I was not once asked to furnish any documentation or provided with any additional steps so I assumed all was taken care of. Fast forward to October 1, 2022, I receive a paper statement in the mail that the monthly payments were still being debited from my account and I discovered nothing was taken care of as I was advised. I immediately called and have been given the run around until I was contacted by corporate and very rudely essentially called a liar and told I did not speak with someone because I did not send any documentation. I advised I was never told to furnish any documentation but was advised they could see the times I did call in August 2021 but they could not obtain the recordings; I was told to send over a doctor's note but that I could not receive a refund and only store credit which I advised I did not want anything from the business other than a refund for services not rendered.
  

  Business Response

  Date: 10/22/2022

  Business Response /* (1000, 5, 2022/10/22) */
  Hi******** -
  
  We had a chance to review carefully. This is being handled by LaserAway's client services team and has been resolved.
  
  
  Consumer Response /* (3000, 7, 2022/10/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This has not been resolved. Client services advised me that they filed for my refund with the financial company and to follow up which I did and the financial company advised me they have no record of client services calling nor do they see any credit/refund to be issued. I attempted to contact the client services rep ***** ********* via phone and email and have yet to hear back. He is sending me to voicemail and his voicemail box is full so I am unable to leave a message. This is not resolved.
  
  
  Business Response /* (4000, 9, 2022/10/29) */
  Hi******** -
  
  We've reviewed carefully and provided a resolution.
  
  Thanks,
  
  *****
  
  Business Response /* (4000, 18, 2022/11/18) */
  Hi ******* -
  
  LaserAway reports that this has been resolved and is an issue with the lender and contract.

• Initial Complaint

  Date:10/11/2022

  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.

  5/2/22 paid $2391 for a package of 6 clear and brilliant laser treatment for acne scarring5/6/22 1st treatment; experience mild redness and sand paper feel as explained5/27/22 2nd treatment; mild redness for couple of hours, nothing after. Was told in first app if didn't have any type of reaction should be indication treatment isn't working. Expressed my concern but was told I should notice improvement by the 3rd6/24/22 3rd treatment. Still no indication treatment was working. Expressed concern again.7/29/22 appointment for 4th treatment. Prior to starting, I asked to speak with the laser tech and she told me this wasn't going to give me the results I was looking for and need a cosmetic surgeon which is far from the case. If my skin was that terrible, this should have been conveyed to me as not being a good candidate or discussed with me prior to the first treatment. Instead I was told I was going to absolutely LOVE my new skin!I canceled the rest of the treatments and requested a refund.Since then, I have been getting the run around. I have to call every week to have someone reach out to me. I finally had a return call only to tell me I was only going to get refunded $500. I am owed $1195.50. I specifically asked before buying the package if I had any type of adverse reaction or if this wasnt suitable for me if I would get my money back and I was told I would. I asked to speak to management or corporate and am told that I will receive a call within 24-48 hours and now I am going on a month of this run around. I have given ample time for a fair resolution and I am not being acknowledged. This has caused a great deal of stress and anxiety for me and I am hoping you can help me.
  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/10/22) */
  Hi ***** -
  
  As per LaserAway's terms of service viewable here:
  
  ****************************************
  
  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.
  
  However, they will allow price adjustments, and you can keep the difference. That means, they can switch you over to the services performed, and you can keep the difference.
  
  We see the Laser Tattoo Removal package was refunded, as there were no services performed.
  
  For Clear and Brilliant, LaserAway has to switch you over to single session pricing, which is $599 per session, which explains the numbers provided above.
  
  You can also opt for a prorated clinic credit if you'd like a little more value for what was provided. However, LaserAway is not obligated to provide you any refunds.
  
  If you have further questions, please contact *************** at ********************* but the calculations you have provided are correct.
  
  After a period of time LaserAway cannot issue any refund at all, so please reply with them with your decision in 30 days, or clinic credit will be the only option.

• Initial Complaint

  Date:10/10/2022

  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.

  I continue to be ignored by LaserAway corporate after requesting to resolve my issue 6 times in the last month. I spoke with ***************, and requested to speak with **************** or the manager of hillcrest but nobody responds.
  
  I have been going to this clinic for about 15 months for Botox and Clear and Brilliant Treatments- all of which were professional and produced great results until my most recent experience. The NP did not know what she was doing and my forehead looked horrific and asymmetrical. Never in 6.5 years have I had a result like this and was understandably frustrated. I tried to get it fixed a week later but had to wait 2 weeks post treatment. It looks slightly better but still pretty awful, so now I will have to wait 3 months to look normal again. I had purchased a large bank of Botox units and asked to have them transferred to Clear and Brilliant credits. I was told I would have to pay $600 (when I buy packages and pay $380 per session) so my remaining balance wouldn't even cover two more treatments. I had to submit TWO requests to talk to management and finally spoke with someone at corporate today who yelled at me and was exceptionally rude. He told me he could refund HALF my balance (forcing me to pay $15 a unit instead of $9 that I got from buying a package) or issue me a credit, which I am fine with but he also quoted me $100 less than I was told last weekend. I cannot understand how this is legal and why this clinic was awarded a Black Diamond award but I guess I will have to take further action if corporate doesn't amend the situation- I have submitted yet another request to speak to someone professional. Imagine having to walk around with a bad Botox job and then spend considerable time and energy to deal with the credits you've already purchased. I still have 2 Clear and Brilliant treatments left there too. I have NEVER been subjected to such awful service and lack of accountability. Truly disappointing and unethical.
  

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 5, 2022/10/22) */
  Hi********** -
  
  As per LaserAway's terms of service and medical consents that you signed on July 16, 2021:
  
  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.
  
  The issue was corrected during your appointment on 9/17/2022 free of charge. You were issued clinic credit for the remaining services, as per your request. However, clinic credit is only subject to current pricing.
  
  This has been fully escalated within LaserAway and the outcome is final.
  
  
  Consumer Response /* (3000, 7, 2022/10/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The nurse deducted 4 units from my prepaid package of Botox units- the treatment on 9/17 was not "free" and it also did little to fix my face. LaserAway engages in unethical and unprofessional business practices and should not force a client to pay 40% more for a laser treatment in order to use store credit. I was told I could transfer my remaining credit to two Clear and Brilliant sessions on 9/22 and now ************* claims he didn't offer that. When I told ************* of my plans to write a bad review he screamed at me and threatened to refuse service, in effect stealing my money. I've asked for an audio recording of the phone call which was denied (an employee of the Beverly Hills location said most calls are recorded). LaserAway is misleading consumers and hiring inexperienced aestheticians who are ruining people's faces. The more people I speak to about LaserAway, the more shocked I am that this company is still in business. LaserAway has a reputation for misleading consumers and providing low quality services. I do not want to go to this clinic for Botox ever again. I have a credit of $828 and 2 prepaid Clear and Brilliant laser sessions but I don't even trust the staff to safely administer treatment. I have been verbally assaulted by ************* and then ignored for several weeks until I had to physically go into the clinic to get him to contact me again. There are countless negative reviews of similar incidents and a successful lawsuit brought by ************** which prove there is a pervasive pattern of fraud and unethical business practices. LaserAway also got two negative Yelp reviews submitted by me and my friend swiftly removed- how is this possible in America? I have been told I would have to pay $600 for a Clear and Brilliant treatment or buy a new package to get the price I typically pay. I explained that I no longer wish to be a client of LaserAway (is this a surprise?) and asked ************* to honor what he initially told me on 9/22. He rejected my request and said he never made that offer- disturbingly, he was much calmer because there was another employee on the phone listening in. I requested arbitration and have not had my email responded to. I am not satisfied with the terms ************* has offered and am ashamed I was a client of this business for 15 months. I should have done my research first. The other option I was given was a refund of HALF my prepaid credit for Botox units, because they would sell them back to me for $15 instead of the $9 I paid. I cannot understand how this is legal but I have reported this company to Allergens since one of their marketing schemes is that they are. "Black Diamond Botox Provider." I have been receiving Botox treatments for over 6 years and never been subjected to a botched Botox job nor such psychological abuse from a clinic that advertises itself as rating high in customer satisfaction. Based on the several complaints submitted to BBB, it is obvious that this company continues to mislead and take advantage of consumers with little consequence.
  
  
  Business Response /* (4000, 9, 2022/10/28) */
  Hi*********** -
  
  Thank you. We've reviewed carefully and have
  
  In 2021, you signed the following consents with LaserAway. Please contrast them against your statements:
  
  I understand that the practice of medicine is not an exact science and the actual degree of improvement cannot be predicted or guaranteed. I understand that botulinum toxin may have a different effect and duration on each individual, with slightly different effects at each session. I fully understand that each patient's own unique biology (such as medical history, skin type, variations between anatomic locations, muscle mass in treatment areas, and rate of botulinum toxin metabolism), will ultimately have an effect on both treatment efficacy as well as treatment duration. I understand that clinical results may also vary depending on external factors, including but not limited to patient compliance with pre- and post-treatment care instructions, proper follow up and timely disclosure of reactions to LaserAway Clinicians.
  
  I, ***********, understand and agree that treatments offered at LaserAway are voluntary, elective procedures and are not covered by public or private insurance plans. I understand that LaserAway will not submit any claims to any insurance carriers. I understand that payment is due before services are rendered. I fully acknowledge that I am personally responsible for all fees and charges incurred in connection with my purchase, and I completely understand that there is absolutely NO refunding of any patient fees, payments, charges, credit, gift certificates, product purchases, pre-paid packages or services. In some cases, LaserAway can offer a refund of unused/unrendered services purchases for up to one year. After one year, unused/ unrendered services purchases may be returned for store credit only. LaserAway has a 24 hour cancellation policy for all procedures. I understand and agree that if I cancel less than 24 hours in advance of my appointment, or I do not show for my appointment, a $50 charge will be billed to my credit card (there is no charge if you change your appointment prior to the 24 hour period). LaserAway prides itself on patient satisfaction but, since only elective procedures are offered, I understand and agree that LaserAway also retains the right to refuse service to anyone.

• Initial Complaint

  Date:10/09/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Aug 14, LaserAway called me for a promotional offer. She told me that there is a big discount currently available and I have to pay only $988 as full fees for their service. I told them that I am not comfortable with using credit cards online and will pay the full amount at the spa when I go for service. She told me I have to pay $988 as my full payment. They asked me to sign a document to get the service. They made me sign a contract online. I was told it is not available at the center and has to be done only online. I understood it is for my 8 sittings for me and my daughter and total charge was $988. *********** completed one sitting. Yesterday I received in my mail, loan payment invoice from ********** (third party that LaserAway has used) (Accoutn# ********************) to pay first installment of $6500 finance!! I was shocked and contacted ****** from LaserAway whom I had spoken earlier. She told me that it was discussed in first call and I signed this finance contract. This is complete scam and it was never explained to me. My understanding was that to avail service, I have to sign the contract and I blindly followed her instruction to sign it. They never explained 24 months installment payment of $6500 and out of pocket payment of $988. These words ("out-of-pocket", "$6500 finance") were never mentioned or discussed in the call. They are now saying they cannot cancel the contract and I am bound to pay this. I request your help to cancel this contract and not impact my credit score. I was badly targeted and my daughter is also witness to the call. Reaching out to you for help. Let me know if you need any additional details.
  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/10/22) */
  Hi ****** -
  
  We had a chance to review carefully. You have been refunded for this purchase as a result of the dispute.
  
  Your daughter has no treatments on file, but you are not responsible for this purchase.
  
  Please contact LaserAway if you have any questions, but in order to follow up on Payment, you will have to follow up with UAS.

• Initial Complaint

  Date:10/07/2022

  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.

  On February 4, 2022 I purchased several services from ***** an over the phone representative. Due to service offered to me were too aggressive which gave me a bad reaction. I spoke to a medical representative that provide me temporally solutions. At this point I had asked for a refund since clearly treatments weren't for me. I called several times to request a refund however have been told that case was going to be escalated to management but had not solution. I tired reaching out to ***** and said she was able to help me refund but needed to escalate case. To this day i've yet to receive a call back neither the less a refund.
  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/10/20) */
  Contact Name and Title: ****************
  Contact Email: *********************
  Hello Daniel! Thanks for reaching out. We are happy to go over your refund/exchange options with you. According to our records you purchased a promotional deal on 2/4/22 for 6 treatments Clear+Brilliant full face ($2039.15) as well as a purchase on 3/3/22 for 6 treatments SKR laser facial ($839.40). From these packages you have received 2 treatments of Clear+Brilliant. These purchases are indeed package deals and only applicable with the purchase and commitment to a promotional package. If you do choose to opt out and break this package deal, LaserAway charges the single treatment cost. Clear+Brilliant $599.00 x 2. Total rendered: $1,198.00. You are eligible for a refund of $841.15 for your remaining unused Clear+Brilliant as well as a full refund of $839.40 for your unused package of SKR laser facials. We are also always happy to honor a prorated store credit that can be used towards any other services we offer. Feel free to reach out to me directly if you have any questions or want to go over all refund/store credit options.
  
  
  Consumer Response /* (3000, 7, 2022/10/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I used one treatment of clear and brilliant, I was told I could try it out again as courtesy to laseraway due to skin reaction and they would not charge me for it.
  
  Also have a charge for fire and ice treatment which I was not told that would remove facial hair and will not want to use since I don't want facial hair removed.
  
  
  Business Response /* (4000, 9, 2022/10/26) */
  Hi*********
  
  Thank you for your reply. After careful consideration, we have to remind you of LaserAway's policy on refunds, which is that the company does not issue a refund on any services.
  
  In your case, a price adjustment was made, meaning that you were charged pricing based on only on the services you rendered. The company is not obligated to provide you any refunds.
  
  Please see here to review the terms of service:
  
  https://www.laseraway.com/terms-service/
  
  You can see where you personally accepted these at *******************

• Initial Complaint

  Date:10/07/2022

  Type:Delivery 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.

  Right before Covid, I purchased a promo package on a laser service. Because I relocated to another state and I was out of proximity to receive treatments, I was told that all packages do not expire. I also received an email from an Employee on October 2, 2020 outlining all of the packages I purchased, in my efforts to request such documentation to preserve what I bought. Fast forward to now and after numerous attempts to have someone help me, I am being told that half of what I bought is not in my account and that they will not acknowledge the email that I received from a previous employee for packages I purchased. I asked if they could put me in contact with Corporate or a person that handles this and they stated, "No, it doesn't work like that, we don't do that and you dont have that package." I contacted my credit card company for statements from 2020 and it is clearly documented that a package was indeed purchased but obviously to no avail. Can someone please help me? I thought this company had integrity and I was excited to find them initially but I'm losing faith. The charge is for $673.65 and not in my LaserAway account -- but the charge shows in my credit card statement. I know there was a lot of stealing going on with previous employees at the location i purchased it at around that time and people were fired for a credit card scam and now I'm wondering if that is what happened to me.
  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 5, 2022/10/18) */
  Contact Name and Title:****************
  Contact Phone: **************
  Hi Ms. ********* -
  
  Thank you for reaching out. We performed an audit of what was treated. We still have 5 sessions of lip laser hair removal and 1 clear and brilliant left on file for you.
  
  Regarding the charge of $673.65, can you please email me at ******************** with the time/date of that charge?
  
  I can review it against our records, but will require more information.
  
  Thanks,
  
  ****
  
  
  Consumer Response /* (3000, 7, 2022/10/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have a receipt. Additionally, the list of services noted that I have available to me are incorrect as I have an itemized email from an employee dated October 2, 2020 that outlines all the services purchased on the dates and what I had used. You have inaccurate information. I know there was an issue with LaserAway stealing from customer accounts in 2020 and employees were fired so now I'm wondering if this happened to me as well. The documents I have show emails and my credit card info so I don't want to attach here but I can email them. Additionally, any Audit that was done--again is INACCURATE! Thats what I've been trying to resolve. Where are all the packages I purchased? (Again I have an email from an employee dated October 2, 2020 that was sent to me because I was concerned that something like this would happen especially when I learned of the fraud acts that were happening at my location. Apparently, when you opened it was a concern of LaserAway since it was happening at your locations. Once Covid happened, when people that moved away, employees would remove packages to give them to friends and family and that's why an Audit won't track it on your side.
  
  
  Business Response /* (4000, 9, 2022/11/05) */
  Hi ***** -
  
  Thanks for your response.
  
  If you could please provide that receipt to me at ******************** I can look into the purchase.
  
  Thank you,
  
  *****