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:08/22/2022

  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.

  When I signed up for this service I was guaranteed 100% removal ************* on a recorded line. Now they are telling me ********** can't be fully removed after I paid all this money. I want a full refund because I was mislead when I first signed up for their ****** removal.
  

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 10, 2022/09/22) */
  Hello,
  
  Thanks for reaching out to us! Tattoos were meant to be permanent; therefore, the removal time can take time and patience. Our team will do their very best to provide an accurate estimate of how many treatments it may take for removal. However, since there are multiple factors that can affect results, there is absolute guarantee. It is possible that additional time and treatments may be necessary. This is also listed in your consents prior to treatment.
  
  
  Consumer Response /* (3000, 12, 2022/09/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  No I do not accept the companys response. I was on a recorded line with the sales rep when this package was sold to me and guaranteed 100% tattoo removal I was asked if I was requiring a lightning for a new tattoo or a complete removal I explained a complete removal I was guaranteed 10 sessions to completely remove the sections of tattoos that later away would be working on. I have tried to comply with the business and they simply were very rude to me and said I have to purchase a maintenance package nobody ever discussed the maintenance package with me prior. Now that my tattoos have not been completely removed laser weight is simply saying that I need to purchase more sessions that's not what me and the representative discuss I feel like I've been cheated out of my money all I'm simply asking if it's for a complete removal of my tattoos like I was promised.
  
  
  Business Response /* (4000, 14, 2022/09/26) */
  Since there are multiple factors that can affect results, LaserAway does not guarantee removal. Our goal is improvement or ink reduction, but we do disclose that additional treatments might be necessary in your consent forms. This is fully accessible to you in your *********** portal. Due to the nature of the treatment, we do not offer complimentary treatments for dissatisfaction but do offer discounts for patients who have previously purchased a full package and need more treatments.

• Initial Complaint

  Date:08/19/2022

  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 just want them to refund total amount including interest accrued. To **** company... product not as described by the call center agent... tot**** a lie. I had thermage on June 1, I was told by that agent that I will walk out very happy with procedure, in 3 weeks I would see a 90% results well not even a 5% results. Plus that was a package of $2700.00. A total of 2 treatments, well it wasn't 2 treatments, ended up switching to one half fave and forehead free . And that's not what I was told... over the phone... I'm very frustrated by all this lies... I only want them to close that **** loan with a 0.00 balance .. on top of all this dissatisfaction I ended up having to have a different procedure done elsewhere to tighten the loose worse skin left by the procedure done with laseraway. I'm not a wealthy person to be waisting money to be fixing others mess.. please help me...
  

  Business Response

  Date: 09/30/2022

  Consumer Response /* (-5, 5, 2022/08/25) */
  This case has forwarded to **. But the procedure
  Was done here in ************************* I'd like to make sure that it is being forwarded to the right place ...
  
  
  Consumer Response /* (-5, 6, 2022/08/25) */
  ***Document Attached***
  This case has forwarded to **. But the procedure
  Was done here in ************************. I'd like to make sure that it is being forwarded to the right place ...
  
  
  Consumer Response /* (-5, 11, 2022/09/19) */
  Will you please forward the complaint to the********* office?, hopefully they answer. I really need this matter to get resolved ASAP...due to the loan company is acuring interest on the account.
  
  
  Business Response /* (1000, 13, 2022/09/22) */
  Hello,
  
  Thanks for reaching out! Thermage results typically take at least 6 months to 1 year to be fully appreciated. This is also listed in your consents. We are happy to set you up for an assessment around your sixth month mark. However, since services are elective and have been rendered, LaserAway does not offer refunds for completed treatments.
  
  LaserAway does not have the ability to remove any fees or interest accrued. Typically, interest in deferred for your agreed upon time and will only accrue if you do not pay the principal off in time or have been late on payments. If you've accrued interest, I recommend contacting your lender to discuss your options.
  
  
  Consumer Response /* (3000, 15, 2022/09/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  There's no way I will Pay anything to that lender company, since I was lied by the representative that forded me to have the procedure done by making false advertisement to make commission on the sales , Luke I said she stated that after 3 weeks I would see a 90% results si ce I didn't !!!! My skin wad terrible looser Thant at the begging of that procedure, I had to pay to have tread lift and even that didn't get me great results but better than what I was told by you're representative for ver the phone by having a phone consultation it's not the same as in person looking at pt face to face .... I'm willing to take this further I will not pay anything to no company therefore I suggest you forward back that payment to the lender !!!!!!!!
  
  
  Business Response /* (4000, 17, 2022/09/26) */
  Hello,
  
  We try to be as transparent as we possibly can between your consultation and consents provided prior to your treatment. As with most procedures, results can vary from person to person. LaserAway does not guarantee results or specific outcome. Your consents are fully accessible to review in your MyLaserAway portal. We encourage patience as there is still time for improvement and to schedule a follow up assessment.
  
  If you choose not to pay your loan, that is completely up to you. However, I strongly advise against it as it will likely negatively impact your credit and accrue more interest and fees.
  
  
  Consumer Response /* (-5, 21, 2022/09/27) */
  I'm telling you ****** assured me that I wad going to see results at 90% within 3 weeks.... I wouldn't Of had the treatment if I wouldn't have her assurance... that'd false advertisement, and as I had already previously informed you that I had to pay , to have it more or less fixe the terrible treatment done by you're office... I will not pay nothing its not my responsibility I will take this to wherever I can.... If BBB ITS unable to help me close this matter in good terms.... It doesn't matter what I signed... what matters is that I have all the emails and text from ****** ... trust me I don't give up... specially with my financial hardship I'm going through!!!

• Initial Complaint

  Date:08/18/2022

  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 spoke to a representative about getting information about the services they offer. She immediately started to sale the product to me and I was planning to go through with it, however, I wasn't able to schedule immediately due to a COVID situation. Later I informed them that I am facing a financial emergency and I am unable to go through with the procedure and they had already processed a loan for me and they have been avoiding my calls about returning the funds because I will not be using the service at this time. I do not need this loan and I do not plan on using the service any time soon.
  

  Business Response

  Date: 10/04/2022

  Business Response /* (1000, 10, 2022/09/22) */
  Hello,
  
  Thanks for reaching out. We apologize that you've been having troubles in obtaining a refund. According to our records, you have been fully refunded as requested on 9/3/22. If you do not see this on your end, please let us know and we're happy to look further into this matter.

• Initial Complaint

  Date:08/15/2022

  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.

  Hello, some months ago I purchased a bank of 100 Botox units. I used 36 units (10 were supposed to be "free") at my first appointment, but didn't like the result of the Botox (I looked great but had a headache for a while after). Originally, I was hesitant to purchase the bank, since I've never used Botox before and didn't know if I'd like it, but I was told I could always exchange it (basically pay for what I got and then buy something else with the remaining credit) So I exchanged for a 100 unit bank of Xeomin. But here's the issue. I was told the Xeomin was cheaper (and that was confirmed by ******* at the ******** store $15 Botox/ $11 Xeomin)
  So I was told the 100 bank would evenly transfer from Botox to Xeomin, even with the amount I used subtracted (the original 26 units, because it was supposed to be 10 units free, but they didn't apply that to the initial 36 treatments, then later told me I had 10 free units when apparently I didn't!!)
  What the original statement was, that is they subtract the 26 units I used from the Xeomin bank, those being more expensive anyway, that it would be an even exchange. Then on Friday, ******* from the ******** store informed me I now had to pay for the 36 units of Botox. I asked about the credit I was supposed to get and she said that had already been applied. I asked for a receipt, and she has no proof I was given a credit for cost difference of the Botox to Xeomin. There is still a $400 price difference between 100 units of Botox, and 100 units of Xeomin (if it's full price that we are going by). Since there was no credit on my account or my ************** card, I'm wondering where that money is? I paid $540 for this 36 units, yet never received the price difference of $400. So technically I only owed $140. Can I please have my $400 I was just over charged for?
  Thanks
  **********************************
  

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 10, 2022/09/22) */
  Hello,
  
  Our records show that you spoke with one of our representatives and this issue was resolved on 8/24/22. If this is not the case, please let us know and we're happy to reach back out to you.
  
  
  Consumer Response /* (2000, 12, 2022/09/23) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/13/2022

  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.

  They went above and beyond and sold me 6 session ****** removal package when they told me I would only need 4 because I've already had 4 previous ****** removal sessions. They assured me it would go away 100% and told me I would need to space sessions 8 weeks apart even after I told them about the colors and sent them images of the ******. When I went in for my first appointment they told me it would not go away even after 6 sessions. I told them I wanted a refund they advised me they would contact corporate and they would be reaching out in 5 days via email or phone. No one has contacted me and I've been calling everyday to speak with someone in which they keep giving me the run around. Also everytime I go into the office to get some information on what's going on, every customer I've encountered there has not been happy with their service or treatments. This business is obviously scamming people for tons of money and should be shut down. They should not be allowed to operate.
  

  Business Response

  Date: 10/04/2022

  Consumer Response /* (-5, 8, 2022/08/30) */
  Still have not heard back. Tried calling 4-5 times
  
  
  Business Response /* (1000, 11, 2022/09/22) */
  Hello,
  
  According to our records, it appears this issue has been resolved and you were refunded for your unused treatments on 9/1/22. If this is incorrect, please let us know and we are happy to assist you.

• Initial Complaint

  Date:08/13/2022

  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 had my first and only appointment with LaserAway ************** on June 21,2022 I had a loan through them by ********* for $2500 which ********* gave LazerAway the entire amount before I even had my first appointment they told me that each appointment was about 15 to 30 minutes long for face and underarms; well thats not what I got, I arrived on time to my appointment and was seen by the technician a young woman who never gave me her name once I sat in the chair she gave me a pair of glassesto put on than she started the lazer on my face as soon as she started it a few seconds later she turned it off was not even a minute long she did the same with my underarms only a few seconds on each arm and said she was done.Their advertisement stats that they will spend approximately 15mins on your face and and 15mins on your underarms which never happened I new this was not right I did not get the service I was promsie this was a joke/ripoff so I called to speak to a manager but was told one was not avaible one would call me back I waited 3 days and no one called so I called again and was told the same thing someone will call me back a week later a woman named ******* called me back and I told her my appointment was only a few seconds long and I was not happy with it she told me not to worry about it and keep going to my appointments I said that was not fair that is not what they promised me in the begining she said it doesn't matter if it was only a few seconds long just keep going to your appointments at this point I asked to someone else she said she would have someone call me back I waited a few days no one called so I called back and again was told someone will call me back. A person by the name ***** called me back and gave me the same answer continue with the appointments I said no I was not happy with what I got so I asked for a refund he told me there is no refund. So the resolution That I am seeking is my $600.00 refunded to me.
  

  Business Response

  Date: 10/04/2022

  Business Response /* (1000, 10, 2022/09/22) */
  Hello,
  
  According to our records, this issue was resolved and you were fully refunded as requested.

• Initial Complaint

  Date:08/10/2022

  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 bought a package from Laser Away and they promised products would come in a few weeks so I can start the treatment. I have now been waiting for over 2 months and the product is still not available and they do not know when it will be available. They are tying up my money because I can't start a treatment that I wanted to start and they don't refund even though they are not fulfilling their end of the bargain by providing my product. They tried giving another option, but I want what I originally signed the contract for, not something else.
  

  Business Response

  Date: 09/29/2022

  Consumer Response /* (-5, 8, 2022/08/29) */
  I have not heard from this company yet.
  
  
  Business Response /* (1000, 11, 2022/09/22) */
  Hello,
  
  Your package was fully refunded as requested.
  
  
  Consumer Response /* (3000, 13, 2022/09/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I would like to know how the refund will come to me as I paid a LaserAway lender via check.
  
  
  Business Response /* (4000, 15, 2022/09/26) */
  Hello,
  
  You purchased via ************** so the refund will be issued back to the lender. If there is anything paid in excess, then the lender will send you a check for that amount.

• Initial Complaint

  Date:08/03/2022

  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 laser hair removal from laser away. For discomfort I was offered a ice pack that then caused a burn to my skin and I had to seek medical attention outside of laser away. The burn was considered a first degree ice burn as I had blisters that formed and caused pain.The burn ********************** I requested a full refund for my package due to the injury. I did not complete all sessions because laser away declined service to me.
  

  Business Response

  Date: 10/04/2022

  Business Response /* (1000, 10, 2022/09/22) */
  Hello,
  
  According to our records, we've reached out to you multiple times and provided some options to try to address your concerns and remedy your experience. Please feel free to reach out to ***************************** as he was handling your case previously.

• Initial Complaint

  Date:08/02/2022

  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.

  It was a hard sell from the beginning, the business made me promises about the amazing results I would see. Relentlessly sent me invoices and called to sign me up, which was done on their **** without having time to read through the 50 page plus disclosures I electronically signed. They were quick to remind me of this when I started questioning the results almost immediately after my second treatment. Couldn't even continue some of the treatments due to pigment discoloration from the lasers. This company has no caring for their customers, ALL they care about is getting your money which was $3,000 and I didn't get any of the results which were promised to me over and over again. I followed protocol and went to my follow up appointment to prove to them that it hadn't worked, photos were taken and ********* confirmed to me that it didn't work on me, she thought I could definitely get at least some of my money back. This company should be exposed for their hard sell and non disclosure that not everyone will see results. Hopefully then people will be informed on what to expect.
  

  Business Response

  Date: 10/04/2022

  Consumer Response /* (-5, 8, 2022/08/17) */
  I had concerns early on in the treatment process. My concerns are documented with the company along with photos of the discoloration of my arms and photos of the hair that was not removed. Can you ask the company about all the documents leading up to the complaint? I will also try to get a copy. Thanks
  *************
  
  
  Business Response /* (1000, 11, 2022/09/22) */
  Hello,
  
  I'm sorry to hear that you're dissatisfied with your laser hair removal results. With laser hair removal, the results can vary from person to person as well as area depending on a variety of factors like genetics, hormones, hair coarseness, etc. On average, we typically suggest a minimum of 8 treatments for the body and 10 treatments for facial areas. However, every patient is different and a specific outcome cannot be guaranteed which is why we educate patients that additional treatments may be needed whether for further reduction or as maintenance.
  
  As a courtesy for your dissatisfaction, you were offered 3 complimentary treatments in an effort to get you closer to your goals. LaserAway does not offer refunds for rendered services but is happy to honor this offer if you'd like to move forward.

• Initial Complaint

  Date:07/31/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 3 sessions for Laser ****** Removal. 1 session was completed I believe the 8th of July, which I was told purchasing the package would save me thousands. ****** wanted to put me on a contract to pay in payments however, I didn't not feel comfortable with that. I paid for 3 sessions and after the 1st gave me a bad reaction(Tenderness, red skin, flakiness, and a little spots of bleeding when putting on lotion) I decided to let them know hey I do not want to continue. I already paid for 1 and was not seeking anything from that even though my skin had gotten slightly damaged.. however, the 2 sessions I did not get nor do I want.. I want a refund for the amount. They stated I would receive a email or call about processing a refund within 24 hours.. it's been over 2 weeks and I have yet to receive any communication. This company is shady. I have another 3 sessions on another tattoo which are going fine. However, I might not even continue due to this experience being so bad..
  
  Please help me out.
  

  Business Response

  Date: 08/18/2022

  Consumer Response /* (2000, 10, 2022/08/16) */
  The company has refunded the amount requested!