Complaints

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

close

Find a Location

LaserAway Medical Group has 143 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  LaserAway Medical Group

  307 S Robertson Blvd Beverly Hills, CA 90211-3602

  
• 

  LaserAway Medical Group

  1312 Hermosa Ave Hermosa Beach, CA 90254-3532

  
• 

  LaserAway Medical Group

  810 Francisco St Los Angeles, CA 90017-2530

  
• 

  LaserAway Medical Group

  1325 McCandless Dr Milpitas, CA 95035-8123

  
• 

  LaserAway Medical Group

  415 S Lake Ave Pasadena, CA 91101-5015

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date: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

• 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.