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

  
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  LaserAway Medical Group

  11409 South St Cerritos, CA 90703-6600

  
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  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

  
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  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:02/04/2025

  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 got influenced for a package on instagram for a package of tattoo removal. I was never contacted by a nurse as discussed and as my appointment came closer and further investigation to their company, I didn't feel safe having my service done here. Before any services were rendered, I requested a refund (a few days after payment). I was told on two separate occasions by their ******** location that I would receive a call back within 48hours and twice, nobody has contacted me. They never even asked me for my information when saying they would have someone call me back. They are clearly scamming and I do not feel safe having any services done here.

• Initial Complaint

  Date:02/03/2025

  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.

  Paid for a facial. Received services on January 18. Afterwards found out the machine was not working, however they didn't reschedule my appointment they gave me a bad facial that didn't work, it was not effective. They sill not refund me. They are being dishonest. Likley many other customers that day and that weekend also affected by broken machine they are trying to cover up and take our money and not provide value of services. This is fraud.

  Business Response

  Date: 06/10/2025

  Hello, 

  Thank you for reaching out to us. After carefully reviewing your account, I saw that you previously spoke with a representative in February regarding this concern. If the machine was not in working order, we would not be able to safely conduct the treatment thus would have had to cancel your appointment. As an extra precaution, the representative checked in with our tech operations team who reviewed the machine and confirmed there were no issues with the machine around the your time of treatment. At this time, LaserAway cannot extend a complementary treatment. 

• Initial Complaint

  Date:02/02/2025

  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 December 23, 2024, I had my initial consultation with LaserAway and signed up for a treatment package. My first session was on January 19, 2025, but after experiencing a serious dermatological reaction, I decided to cancel the treatment plan. I contacted PatientFi, the third-party financing company, on January 24, 2025, to dispute my payment and was told that I needed to resolve the issue directly with LaserAway since the funds had already been dispersed.I reached out to the LaserAway sales representative who originally handled my purchase, but she intentionally misled me about the cancellation process. She falsely claimed that I needed to cancel my dispute with PatientFi to avoid credit damage and additional charges. However, when I verified this information with a PatientFi representative, they confirmed that this was untrue. Despite my efforts to resolve the issue, the LaserAway sales representative has since stopped responding to my messages.While she previously claimed my account was closed and a refund had been issued, I am still being charged by PatientFi. As of now, I have paid $197.67, which I am requesting be refunded. I also want my payment plan fully canceled, which would require LaserAway to return the funds to PatientFi so that they can issue my refund.This experience has been extremely frustrating due to:1.Misleading Sales Tactics I was given false information about the cancellation process.2.Poor **************** The sales representative has refused to communicate with me.3.Harmful Treatment Outcome I suffered a severe dermatological reaction.4.Unfair Business Practices LaserAway made canceling intentionally difficult.I have supporting evidence, including text messages and emails, proving that I was misled and that my concerns have been ignored. I am seeking a full refund of $197.67 and the cancellation of my payment plan. I request BBBs assistance in holding LaserAway accountable for their unethical practices.

  Business Response

  Date: 06/10/2025

  Hello,

  Thank you for reaching out to us. After carefully reviewing your account, it does not appear that an adverse reaction was reported to us. With these types of concerns, it is important for our medical team to be informed so that we may provide you with care instruction to ensure proper healing. It does appear that you received 1 treatment from your package with us, thus we have charged you for the rendered service that you've received and refunded the remainder as of 1/31/25. 

• Initial Complaint

  Date:02/02/2025

  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 did had my first sesion of laser hair removal in march 2023, day after my first sesion i noticed having reaction to the treatment,i had red bumps and itchy burning sensation on my hands and upper legs,i did called the laser away to clarify if that is something normal,they did recommend i come in the office and talk via video with a nurse,which i did,i was assured that is normal and it will go away, when i was about to do my next treatment,I found out i am pregnant and postponed my treatment until January/2025 on the date of 21st, when i did scheduled my second sesion i did talked to the lady from ********* location office and I mentioned about having reactions last time,i was called by a nurse and she said i should be fine just taking antihistamine like alegra,which i did one day prior my sesion like i was advised,so i did my session,during the sesion i was in pain,and i did mentioned to the lady who was doing it that is painful and we did skipped some of bikini areas due to burning sensation and pain,during the night the h*** started,my legs were on fire,i started to see red bumps coming all over my legs,i felt heat trapped under my skin,was horrible,i did called the office next day and told them about,i was advice to moisturize the areas because is normal reaction,i was seeing that is not normal when i saw blisters forming on my legs one after another and feeling fire heat and terrible itching,i am sure i was burned,because the blisters coming from a damaged skin,i got in contact with *******,she is the one who sold me the package and i told her I dont want to continue this service because i do have a reaction to the treatment and this is not working for me,i got a very sarcastic answer back,no one checked on me for 10 days,i did called multiple times to find out about the refund and finally today on February 1st was called to be told that that was a package and there is no refund,this is unacceptable,if my body has a reaction to laser is my fault?

• Initial Complaint

  Date:02/01/2025

  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.

  originally had signed up for a laser hair treatment, and was unaware that that i was pregnant when i had signed up, i called and was informed i had to finance the service, i accepted, then a few days later called back to cancel due to being pregnant and them not being able to perform the service on pregnant or breastfeeding people, was given the run around, have tried calling 5-10 times now to speak to someone about this issue, and was never called back. they keep saying ***** hours i will be receiving a call or email, i have gotten neither. now they have sent my account to collections and continue to evade. i never used the services i signed up for and dont plan on using them any longer due to the terrible service i have received.

  Business Response

  Date: 06/10/2025

  Hello, 

  Thanks for reaching out to us. We're sorry to hear about your troubles with cancelling your purchase as well as any inconvenience the delay may have caused you. Since your package was unused, it was fully refunded as of 2/7/2025. Please let us know if you have any other questions or concerns. 

• Initial Complaint

  Date:01/30/2025

  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.

  To Whom It May Concern,I am filing a formal complaint regarding the unprofessional and unsafe treatment I received on January 30, 2025, at your ********* location in *********, **. The nurse assigned to my lip filler procedure was rude, dismissive, and pressured me to use an entire syringe of filler, despite my request for a conservative approach. When I insisted, she became visibly frustrated and unprofessional.During the procedure, she aggressively inserted the needle, causing me to jump in pain. My lip immediately began swelling, turning purple and whiteclear signs of a vascular occlusion. Instead of responding with urgency, the nurse became hostile, blamed me, and panicked. She told me I told you not to do it. She called the charge nurse, at which point I no longer felt safe and refused further treatment from her. Another nurse had to step in and administer a dissolving agent to restore blood flow, confirming the filler was likely injected into an artery.This experience was traumatic, and I am now dealing with pain, swelling, and concerns about long-term damage. The nurses conduct was unacceptable and put my health at risk. I request the following:1.A formal review of the nurses conduct.2.A full refund for the procedure.3.Written confirmation of the steps your clinic will take to prevent this from happening again.Please confirm receipt of this complaint and provide details on how you will address this matter. I can be reached at ************ for further discussion.Sincerely,***** *******

• Initial Complaint

  Date:01/29/2025

  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.

  In 2023, I purchased hair removal services from LaserAway and financed the payments through ******** Credit. At the time of purchase, I was not provided with a thorough explanation of the contract terms. The staff seemed primarily focused on securing my signature and initiating the loan.After undergoing 2-3 treatments, I developed severe skin irritation, including persistent bumps and extreme sensitivity. Concerned for my health, I contacted LaserAway and explained that the treatments were not suitable for me. The customer service team persuaded me to wait, assuring me that I could request a refund if the issues continued.Unfortunately, my skin condition worsened, prompting me to formally request a cancellation of services and a refund. Since then, I have made countless attempts to resolve this matter by contacting LaserAway customer service. Each time, I am told my request will be escalated, but no action is ever taken. Recently I sent emails to get some resolution but no action or ************ representative from their finance department eventually called me but was dismissive and unprofessional, stating that I could not receive a refund because over a year had passed. This delay was directly caused by LaserAways failure to follow up or provide a timely resolution, despite my persistent efforts to seek help.I have refrained from taking any additional treatments due to the ongoing skin issues and my frustration with LaserAways service. This situation has caused significant emotional distress and financial strain, as I continue to pay for services I have not utilized.I am requesting a full refund and an immediate resolution to this matter.

  Business Response

  Date: 06/09/2025

  Hello, 

  Thank you for reaching out to us. While most patients are pleased with treatments, not every treatment is suitable for every patient. We at LaserAway understand this thus we provide the flexibility to change your current treatment plan. Upon reviewing your account, it appears our representatives spoke with you a few times since your original purchase in July ****************************** which there appeared to be some back and forth about how you'd like to proceed. At this point in time and redemption, your package is only eligible for store credit. Please be assured that store credit does not ever expire, may be used towards a different service that we offer, and is redeemable at any of our locations nationwide. 

  For more insight on our return policy, I encourage you to visit our website or log into your MyLaserAway account/review your General Consent form. 

• Initial Complaint

  Date:01/24/2025

  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 November 23, 2024, I purchased a laser hair removal package from LaserAway for $3,894, which included multiple sessions for legs, underarms, and Brazilian areas. After my first treatment, I experienced severe skin irritation, including burning, redness, bumps, rash, and painful itching, which persisted for weeks. Due to the discomfort and adverse effects, I decided to discontinue the treatments and requested a refund for the unused sessions, as allowed under LaserAways refund policy, which states that "unused/unrendered services may be refunded within one year."Initially, on December 30, 2024, LaserAway offered me two refund options:1.A prorated store credit of $3,245, or 2.A prorated cash refund of $2,647.I opted to escalate the matter further because the cash refund offer did not align with the prorated value of the unused treatments. However, since that time, LaserAway has reduced the refund amount further, offering $2,098, and introduced inconsistent and unclear pricing calculations that contradict their initial offer and promotional terms. Their most recent calculation reflects arbitrary price breakdowns that were not part of the original package or communicated at the time of *********** addition to lowering the refund amount, LaserAway has failed to provide consistent communication or act in good faith. Their responses have been delayed, dismissive, and at times nonexistent, leaving me feeling ignored and frustrated. Despite my efforts to resolve this amicably, LaserAway has refused to honor even their initial cash refund offer of $2,647, which was approved and communicated to me in good faith on December 30, 2024.I am requesting a cash refund that reflects the prorated value of the unused treatments $3,245 or at least the $2,647 originally offered by LaserAway. Their repeated changes to the refund amount, inconsistent communication, and refusal to resolve this issue professionally have caused significant inconvenience and frustration.

  Business Response

  Date: 06/10/2025

  Hello,

  After reviewing your account, it appears that your account was frozen due to a dispute submitted on your behalf. If you are still encountering an issue, please contact us at ******************************** so that we may look further into this matter and discuss your available options.

• Initial Complaint

  Date:01/20/2025

  Type:Service or Repair 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.

  Purchased a laser hair removal package in Nov 2023 for $3600. Agreement was made that $2750 would be financed through universal account services, and the other $844 would be paid whenever I made the first appointment. When I was finally ready to book my first appointment, I called and was told that I must pay the $844 before I could even book, because my account had been closed to this outstanding balance. I contacted the lady who I purchased the package with and she reopened my account, assuring me I was still ok to pay at first appointment. A few weeks later, I called again and ran into the same issue. This happened at least 5 more Times before I was able to just book through the original lady. After this issue, I continued to have issues with my package, but was getting no responses from my contact lady. When I was finally able to reach her, I asked if I could get a refund on the entire package,Since I had so many issues booking, and had not had my first appointment. She said they cant do refunds, but ensured me there would be no other issues and to just go ahead and start the treatments. I was also told these treatments guarentee up to 80% permanent hair growth reduction, but I have had 5 out of the 8 sessions and have had 0% hair growth reduction. I have paid too much money to not have any results and also to run into so many issues and unprofessional behavior from the staff and employees.

  Business Response

  Date: 01/27/2025

  Hello,

  Thanks for reaching out to us. We're very sorry to hear about your poor experience and ongoing issues. Upon review, your laser hair removal package has been restored to your account so you should not encounter any further issues. We understand how ongoing issues could be frustrating and discouraging, and extend our heartfelt apologies for your troubles. We appreciate your patience through the matter. 

  In regards to laser hair removal, we typically advise patients to start out with 8 treatments for the body and 10 treatments for the face. Depending on a variety of factors, patients may see up to 80% reduction, but the degree of improvement and number of treatments needed can vary with each person. For this reason, we offer 55% discount to our existing patients who have purchased full laser hair removal packages on those areas. If you're concerned, we are happy to work with you to create a more satisfactory outcome. 

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22836100
  
  I am rejecting this response because: I have had 0% hair reduction in the areas I have treated. I have had 5 sessions and to have no reduction is ridiculous. It is also ridiculous how many issues I have had when trying to book.i have been in contact with a ******* from corporate but still have had too many issues regarding my package. I would like a full refund for these treatments. This is crazy and LaserAway has the worst customer service 

  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/17/2025

  Hello,

  Upon review, you have only completed about 4 out of 8 treatments thus far. Typically, we suggest starting out with a minimum of 8 treatments. Please keep in mind that only a fraction of hair is targeted each time so reduction occurs gradually over time. We would encourage you to continue treatment for further reduction. 

  Since services are elective, LaserAway does not offer refunds for completed treatments. If you would like to discontinue your current treatment, we are happy to provide you with store credit for your unused treatments which can we used toward a different service that we offer. 

  Customer Answer

  Date: 03/17/2025

   
  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:01/17/2025

  Type:Service or Repair 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 a package with laser away in ********** I was told I could get in as to a procedure with in a month. They has staffing issues and the appropriate person to do the procedure was not hired for quite some time. During the lack of staffing I did accept being a "model " for them getting a facial for free for the hassle they offered also ***** for training purposes which was also free. I ended up with stage 4 liver disease as I am unable as they knew to not have a treatment. The girls at this office are amazing. However the company itself refuses to acknowledge me as I have been told I can have a refund and no check had ever arrived. I paid in alot of money I never received services. I have been trying since December 2023 I even flew into *********** from *********** to resolve the issue in person. This had been the worst run around i have ever since in a company as to thing I was scammed into health services for aging women. As if they refuse to honor me I will expose them on multiple platforms as it is. They are a scam period as I have been in the office hearing so many people trying to get refunded I am surprised they are still in business

  Business Response

  Date: 06/10/2025

  Hello,

  Thanks for reaching out to us. After carefully reviewing your account, I was not able to confirm any offer of a return. I am happy to look further into this matter if you may recall who you previously spoke to or have any correspondence confirming this return. Please feel free to respond with this information and I am happy to investigate. 

  Customer Answer

  Date: 06/10/2025

   
  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,
  
  ******* Guard