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:01/16/2025

  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 ordered a package for hair removal from Laser Away and it was paid for through the finance company ************* I received one treatment and decided to cancel the rest or the treatment plan. After a few months of requesting a refund they finally gave me a partial refund. The refund included services as a la cart instead of the package but the a la cart price was very high, almost a 3rd of the package price. I requested a separate quote as if I were a new customer and the quote they gave me was $747.40 lower than the refund I was given. I asked them to honor the price and they agreed. The finance company told me they did not receive the refund. I called Laser Away back and requested a call back to resolve the issue for over a month. I also sent multiple emails. I contacted the finance company again and was told me that Laser Away reversed the $747.40 refund stating it was an over-refund. Laser Away did not contact me at all about this change. I still have not been contacted by Laser Away regarding this for over two months. I would like my $747.40 refund as well as any interest that is being accrued on this loan.

  Business Response

  Date: 06/10/2025

  Hello,

  Thank you for reaching out to us. We sincerely apologize for your experience. After carefully reviewing your attachments, I have issued an additional return for $747.70 to your account which should reflect within the next 5-7 business days. If you have any other questions, please let us know. 

• Initial Complaint

  Date:01/15/2025

  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 pre-paid for a package of treatments at LaserAway (done by phone). I was diagonosed with cancer before I could use the service, and my ** told me I could not get laser treatments. I have called 3x about a refund/credit to get the money back. Each time I was told someone would "be in touch." No one ever followed up, and they apparently only kept a record of one of my 3 calls. I want the money refunded, or at least a store credit.

• Initial Complaint

  Date:01/15/2025

  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.

  Date of Transaction: 7/20/24 The amount of money you paid: $650 What the business committed to provide you: ***** for my Mother What the nature of the dispute is: Please review the attached reports- Thanks They keep ignoring the clear proof I've sent them.I have been dealing with this issue since Aug2024. Before purchasing the ***** package, we saw their Ads on Instagram, where they made everything look amazing, but when we went there, we were deceived with lies and false promises. Note: They also violated HIPAA by sending me other patients' information.

• Initial Complaint

  Date:01/15/2025

  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 was contacted by a LaserAway in late March regarding an offer for purchase of injections. I accepted the offer and made the purchase. However, in early May, I began reaching out to request a refund for the services as I was not going to be able to use them. Despite several attempts, I was unable to contact anyone at LaserAway. The phone goes to voicemail, and you cannot leave a voicemail, there are email addresses yet you receive an automatic response that you cannot write them via email. I have requested to speak with the manager at the location, who told me that I needed to speak directly with ******** sold me the package. I have reached out to that person several times with no response. I went on the LaserAway website and gave them a one star review because of the problem I am having. Someone reached out to me, yet when I shared I was needing a refund because I was not going to utilize the service, the communication stopped. I would like assistance from the BBB to have a refund issued for the $1100 I spent for services which I cannot redeem. Thank you.

• Initial Complaint

  Date:01/07/2025

  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 received a credit card from LaserAway Bank called Alphaeon. I never used the card and declined to spend $1900.00 for some work on my neck. I had already paid $1200.00 for three facial work for bright skin and I did not see any change in my skin. I looked at my credit report yesterday and this so called bank put money I do not owe them on my credit report. I called them and they said they would cancel the card. I tried calling LaserAway to call the bank and they won't answer my calls.. I do not owe anyone $193.00 I never received the service.

  Business Response

  Date: 01/27/2025

  Hello,

  Thanks for reaching out to us. We're very sorry to hear that you've been experiencing difficulties trying to cancel your purchase. Upon review, it seems your purchase was fully refunded on 1/9/2025. The funds should have been returned to your account by now. If it has not, please let me know and I am happy to look further into this for you. 

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22777884
  
  I am rejecting this response because:

  I continue to get invoices from Comenity ************ saying I OWE THEM ******* AND because I refuse to pay for services I never received they have destroyed my credit. LaserAway should have contacted their bank and informed them I never received the service on January 9, 2025. I want my credit report corrected and restored.
  
  Sincerely,
  
  ********* ********

  Business Response

  Date: 03/17/2025

  Hello,

  Our records indicate you were fully refunded $1900.00 as of 1/9/2025 since your package was not rendered. This refund is also reflected in your lender's portal. LaserAway does not report to the credit bureau. We encourage you to contact your lender, ********, for more insight on this matter. Their phone number is *************. 

  A copy of your refund receipt was also emailed to you separately for your records. 

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 22777884
  
  I am rejecting this response because:  I NEVER GAVE LASERAWAY $1900.00 AND MY BANK ASSURED ME THAT THEIR WAS NO $1900.00 IN MY ACCOUNT FROM JANUARY UNTIL AWAY.I WANT LASERWAY TO CONTACT THE CREDIT CARD AND EXPLAIN I NEVER RECEIVED THE SERVICE PERIOD. I DON'T KNOW WHAT THIS SOCALLED COMPANY IS AFTER BUT I EXPECT THEM TO FIX THIS PROBLE AS SOON AS POSSIBE. THAT CREDIT CARD COMPANY DESTROYED MY CREDIT RATING THEY NEED TO FIX IT.
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  Date:01/04/2025

  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.

  Date of Transaction: Jan 4, 2025 Info: Lots of upselling. Contacted the sales *** for cancellation and didnt receive a response back. Also contacted the credit company ******** and they said they needed the sales *** to issue a refund, in which case, no response. ******** is a credit company for patients. No procedure has been done yet.

  Business Response

  Date: 01/27/2025

  Hello,

  Thank you for reaching out. Upon review, it appears your purchase was refunded on 1/9/2025. The funds should have been received by now but, if for some reason they have not, please let me know and I will look further into it.

• Initial Complaint

  Date:01/03/2025

  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.

  Ive requested to quit treatments due to laser I have white spots on my sling skin have a good bit of hair but was concerned because I have three treatments left but each and every session my skin gets worse and I feel sore the next day Ive asked if that was normal they have told me yes Ive contacted other laser companys and even asked my doctors if this was true and theyve told me it is in fact not true and need to stop treatment Ive tried to tell my package dealer and they said because Ive started treatments I cannot cancel I dont want to pay for something that is giving me damage I dont mind letting them keep what Ive already paid but I do not wish to continue with this company Ive seen multiple people have had problems and do not wish for a refund for what *** paid just to no longer be charged

  Business Response

  Date: 01/27/2025

  Hello,

  Thank you for reaching out to us. Upon review, it appears you've previously spoken to one of our representatives about your concerns. It appears that our team was not able to appreciate your visual concerns and felt that this response may not be due to treatment. However, we absolutely understand your desire to discontinue the treatment given your concerns about proceeding. Since most of your package has been rendered, unfortunately it is not eligible for a refund; however, we may gladly convert your unused treatments into a store credit which can be used towards alternative eligible products or services that we offer. 

  This credit does not expire and may be used at any LaserAway location nationwide. 

• Initial Complaint

  Date:12/29/2024

  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 became a customer of ********************** in 2012 while living in *********. I made numerous purchases and received services at this location including laser hair removal and ***** injections. I was a repeat customer of their advertised "***** bank" which by their own terms do not expire. I moved from *********, ********** to ********, ****** in January 2017 and Laser Away did not currently have a location within the state. I was informed that my credits would not expire and I was welcome to visit any location if I was ever traveling. In early 2023 I received a call from Laser Away letting me know that they had recently opened a new location in the ************** area and that I still had 44 credits of ***** on my account and they would love to see me. I stated that I was currently using credits at another provider in ****** but would love to come in when those ran out. They again stated that my ***** credits would not expire and to call back when I was ready. On December 26, 2024 I called the Laser Away *********** location in *********, ****** to schedule an appointment for *****. The service agent confirmed I had 44 units remaining and scheduled my appointment for December 30, 2024. On December 27, 2024 the agent called me and stated that unfortunately they had "switched systems" and would no longer be able to honor my remaining units. I expressed my concerns and they stated they would escalate this to a Regional Manager. I then received another call on December 29, 2024 stating the Regional Manager stated they would not honor my *************** units and tried to sell me a package. I spent thousands of dollars at Laser Away and was not only guaranteed my bank would not expire, I was invited in to use my balance only then to be told it would not be honored. At this time I would either like a refund for my 44 units, $440, or I would like my credits to be honored so I can receive my services without additional payment.

  Business Response

  Date: 01/27/2025

  Hello,

  Thanks for reaching out to us! I believe this issue was resolved when we spoke last week. I was able to confirm that you have 16 unused ***** units on your account and restore them to your account. Whenever you are ready to come in, they are ready for you to use. Thank you for your patience and understanding! 

• Initial Complaint

  Date:12/28/2024

  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.

  On December 15th of 2024 I spoke with ****** at Laseraway as I was interested in getting services rendered for laser hair removal. She Informed me of several promotions going on and had asked for my social security when doing the patient onboarding process. The process did show a credit card as an option however I stated I was NOT interested in a credit card and ****** informed it was not a credit card and would not affect my credit. Flash forward to moments after the call ended to receive a receipt for $6,938 showing Alphaeon credit account ****** followed by a hard inquiry. I spoke with ****** the following day who informed me she was going to cancel the charge and issue a refund for these services as no services were rendered. I also spoke with ******** who informed the account will be closed. Flash forward to today 12-28-24 where I received charge on my credit report showing I have a balance of $6,938. ****** from Laseraway still has not provided a receipt of cancellation but keeps informing me it is cancelled and no charge will be due. I did not authorize the opening of a credit account nor have any services have been rendered. I just want a refund for these services as again they have never been rendered and should not have been charged to ********.

  Business Response

  Date: 01/27/2025

  Hello,

  Thank you for reaching out to us. We're very sorry to hear about your experience, and will definitely look further into the matter with the salesperson. Our financing application and agreement are sent via a link so that the patient may complete it on their end without any intervention from the salesperson. However, it is important for the salesperson to thoroughly explain so that patients are aware and will take their time to thoroughly read through each section. Again, we'll look further to understand what went wrong here. 

  As of 12/31/24, you were fully refunded. The funds should have returned to you by now but if they haven't, please let me know and I am happy to further investigate. 

  Customer Answer

  Date: 01/27/2025

   
  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. I reached out to ******** credit who confirmed that the account will be removed from my credit report and that a refund was received. I deeply appreciate all of your assistance and effort in this matter. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:12/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid over 4k for 2 treatments of thermage which was supposed to help me tighten the loose skin on my stomach. I was told I would see full results after a year. It has now been a year & if anything, my loose skin is actually worse. I came in to take pictures of the results and the lady that did my consultation told me that she understood my concerns and she didnt think that I got 4k worth of results. I, then, receive a call from ***** that tells me that he thinks my results look great & that hes sorry I feel that way about myself. Are you kidding? I told him that the lady that did my consultation for me, agreed with me as well, to which he basically called me a liar? I didnt necessarily want a refund, just something that would help me see results. When I asked if he could help me in any kind of way, since I didnt receive what I paid for, he told me to go buy over the counter creams and give it time. If that was the case, why did I spend 4k? I couldve just bought the cream in the first place. Then he told me I can buy another treatment, so i would have to spend thousands of dollars anyways. He did not try to help me resolve the issue in any way at all. This is also my second time submitting a complaint as nobody ever responded to the first one.

  Business Response

  Date: 01/27/2025

  Hello,

  Thank you for reaching out to us. We're sorry to hear that you are dissatisfied with your results. While most patients are pleased with their results, results can and do vary from person to person and range from subtle to significant. Because there are so many factors that can affect results, unfortunately LaserAway cannot make any guarantees when it comes to the final outcome but we can provide education and examples based on our experience. 

  Per the clinical team, I understand that you frequent exercise and changes body composition through bulking/cutting. While this is not the direct cause, weight fluctuations can influence the appearance of results. Although you may disagree, we were able to appreciate a subtle improvement when reviewing your before and after photos. We would consider this to be a successful treatment as our goal is improvement not perfection. 

  If you'd like more dramatic results, we would encourage you to receive an additional round, or try a more invasive procedure. We are happy to work with you to create a more satisfactory outcome but cannot provide compensation as results may vary. 

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22737150
  
  I am rejecting this response because:

  I have not been bulking and cutting. I was actually 10 pounds heavier in the after photos. My stomach looks worse now than it did before the treatment which has affected my self esteem a lot. I would either like a partial refund or a complimentary more effective treatment, as I have spent thousands of dollars to look worse

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

  Business Response

  Date: 03/17/2025

  Hello,

  Thanks for your response. As previously mentioned, weight fluctuations can have an impact on overall results, along with a many other potential factors. While patients are typically pleased with their results, each person is different and results can vary. Since these are elective procedures and, due to the nature of the treatment, LaserAway cannot offer any compensation or reimbursement for dissatisfaction of results.