Complaints

This profile includes complaints for LaserAway Medical Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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LaserAway Medical Group has 143 locations, listed below.

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  LaserAway Medical Group

  307 S Robertson Blvd Beverly Hills, CA 90211-3602

  
• 

  LaserAway Medical Group

  11409 South St Cerritos, CA 90703-6600

  
• 

  LaserAway Medical Group

  15200 Los Gatos Blvd STE 400 Los Gatos, CA 95032-2579

  
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  LaserAway Medical Group

  565 San Antonio Rd STE 23 Mountain View, CA 94040-1349

  
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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: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!

• Initial Complaint

  Date:07/28/2022

  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 laser hair removal package recommended by the company. I recently completed the treatments.
  - Treatments were inconsistent
  - I am dissatisfied with results, I still have substantial hair growth.
  - I made an appointment to discuss with a medical provider, the visit was scheduled on Sunday July 24th, I was told the issue would be escalated to ****** (reginal manger) we did not hear back from her, we called again we were told ***** would call, he did not call back either. I am not satisfied with the results of the treatment.
  -I did not miss any appointments, I made my payments on time but unfortunately the treatment was not successful and I'm seeking a refund.
  

  Business Response

  Date: 09/22/2022

  Business Response /* (1000, 10, 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.
  
  For this reason, we extend a 55% discount on maintenance for our existing patients either seeking more reduction or needing it as upkeep. As a courtesy, I am happy to extend 1 complimentary treatment to help improve your results.
  
  Consumer Response /* (3000, 18, 2022/10/14) */
  I appreciate you finally responding after 6 attempts of contacting the office and going there in person twice. We met with a technician after the 10 treatments to show her the hair is exactly the same. I have now moved to Davis, CA and I'm a full time student and also work full time, I do not have time to continue treatments that's why I did them before I left. I did the 10 recommended treatments and I paid for a service that was not provided, not even an improvement. I do not want the 55% discount or complimentary treatment, please refund the money.
  
  
  Business Response /* (4000, 20, 2022/10/20) */
  Hello,
  
  We truly apologize that you are still experiencing difficulty with your results. Our goal with the complimentary treatment previously offered is to hopefully provide a more satisfactory result. However, results are not guaranteed and some patients may need additional treatments even after completing the complimentary treatment offered. In your consents and agreements of these elective treatments it does explain everyone is going to respond to treatment differently and have varying results because everyone is created differently. There are many factors that come into play and results therefore aren't guaranteed. LaserAway does not offer refunds for rendered services as also disclosed in your consents. You are welcome to view your consents at any time through your mylaseraway.com dashboard.
  
  
  Consumer Response /* (4200, 22, 2022/11/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am aware of consents. At the time of my consultation I was advised of differed results and the package recommended would show some improvement. I presented myself at the office to show them the before and after photos. There is no change. If I was not a candidate for this elective procedure I should have been informed. I have been advised to file a complaint with Federal Trade Commission to report possible fraud or bad business practices. I will post the claim# and information on your social media for other customers to join if needed.
  
  
  Business Response /* (4000, 25, 2022/11/05) */
  Hello,
  
  Consents serve as notification to patients that outcomes vary due to factors outside our control.
  
  This was provided in writing to you before electing to do services at LaserAway.
  
  Also, please see LaserAway's terms of service:
  
  https://www.laseraway.com/terms-service/

• Initial Complaint

  Date:07/24/2022

  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.

  In early 2021 I had consulted with Laser Away and their healthcare professionals about *************. I have always lead a healthy lifestyle and eaten relatively healthy so that was not my issue, just my arm "fat". They said I would see results within the first 3 months of the last procedure. They recommended minimum 3 procedures, costing over $3,000 for the entire procedure. I had tried everything including workout out my arms to get them to how I want, so I was excited to hear this would help. Not only did they not care after I brought it up after the last ************* procedure was ineffective, but there was no way according to them that I was ever getting a refund either. The lady I talked to at the store blamed me for no results from this procedure because I did not work out hard enough or eat well enough. I know I got scammed for those three thousand dollars and hope no one has to loose that much money as I did. I am not seeking an apology, rather a full refund for everything I paid them. (I was instructed to pay through ****** bank which provides a loan for the amount.) I am extremely disappointed at the lack of professionalism and follow up that this company has especially since they are doing cosmetic procedures on people.
  

  Business Response

  Date: 10/04/2022

  Business Response /* (1000, 10, 2022/09/22) */
  Hello,
  
  Thanks for reaching out to us. We're sorry to hear that you're dissatisfied with your results. While most patients are pleased with their treatment, every patient is different. ************* is meant to provide a subtle reduction in fat in the treated area; however, results can greatly be impacted with diet, exercise, and weight fluctuation. According to your assessment, your weight in between rounds did fluctuate which could be a possible factor in your overall results. As with most elective procedures, results will vary per patient and cannot be guaranteed. Since these are elective procedures, LaserAway does not not offer full refunds for completed treatments. However, it does appear that a representative has reached out to you previously to try and provide some assistance. Please feel free to contact ********************** if you wish to further discuss this matter.

• Initial Complaint

  Date:07/18/2022

  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.

  I went to Laser Away in 2019 and I have mentioned if I do go to the dermatologist I might not be able to do treatments later and was told at any time you can stop treatments. I spent $1K and found that there's no refund in any circumstances. I have been on medicine, antibiotics, and now accutane. I can not use services and this has been since 2019. So I asked at this point can I get a refund because I'm going to be on medication. No sympathy nothing just sorry we don't give refunds. When at first I talked to one of the front desk people she said in certain circumstances. I feel robbed at this point and it's either risk my skin or lose the money.
  

  Business Response

  Date: 10/04/2022

  Business Response /* (1000, 10, 2022/09/22) */
  Hello,
  
  LaserAway offers a refund up to one year. After one year, your purchase is only eligible for store credit. Our policy is listed in your original consents and is accessible for your view in your MyLaserAway portal.