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:12/03/2024

  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.

  I called Laser away to enquire about the different treatments that they provide. The sales agent walked me through the programs and took my SSN. Without informing me they signed me up for financing and treatment plan. They asked me to sign a document during my call but I was not informed that this was for a specific treatment plan. I have made numerous attempts since to talk to the sales agent, customer service representative and the lender Alpheon but they refuse to cancel the plan or insist that the plan can be canceled in a subsequent call that never happens. I have not received a single treatment and they have charged the full amount of $4700 to the card without providing any services for it. They have taken advantage of my naivete and fraudulently forced me into this debt.

  Business Response

  Date: 01/27/2025

  Hello,

  Thank you for reaching out to us. We're sorry you've experienced troubles in trying to cancel your purchase. 

  When a patient applies for financing, we provide them with a link so that they may complete the application and/or accept the loan and review the necessary documents on their own. A salesperson does not have the ability to complete the application for you in this process. Upon further review, it appears this was a consented purchase as the agreements were completed with an IP address verified and ID on file. 

  We understand that you had second thoughts about your purchase and have issued you a full refund 12/6/2024. If you have any additional concerns or questions, please let me know and I am happy to further assist you. 

• Initial Complaint

  Date:12/03/2024

  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 June of 2024, I called LaserAway to book a series of tattoo removal appointments, as I had just given birth to my baby in May and was excited to be able to book laser treatments. I spoke to a customer service agent over the phone and she authorized me for a loan from Alpheon/Comenity for approximately $2,100 for 18 months of treatment. They did not medically clear me for the treatments at this time. I then got email and text confirmations that the loan had been issues. I then had to had a consultation to be medically cleared for the treatments so I could book them that same day. I did a FaceTime with a nurse who asked me a series of questions--one of them being "are you currently breastfeeding?" My answer was yes. I was breastfeeding at that time and am still breastfeeding to this day, on December 3, 2024. I have no current plan to stop breastfeeding. Thus, I was ineligible for the tattoo removal services, so I could not book them. About two months later I started getting collections calls from Alpheon/Comenity asking me to make payments on the $2,100. I informed them that I was ineligible for the treatments that the loan was authorized for and thus, I spent none of the money. They told me to contact LaserAway. When I called, LaserAway informed me that even though I did not book the services, I still had to make payments on the loan. I emphasized to them that it was not as though I just changed my mind about the services. I was told I *could not book them,* and thus, they could not just keep the money for no services rendered and make me pay. They said it was policy but that someone would call me within ***** business hours to see if I was "eligible" for a refund. I now have collections calls coming regularly from ******* and I have to imagine this is negatively impacting my credit. I am going to try to get the refund but this practice of not medically clearing people prior to loan issuance borders on fraudulent.

  Business Response

  Date: 01/27/2025

  Hello,

  Thank you for reaching out to us. We're very sorry to hear about your troubles with trying to cancel your package. Your representative will be contacting you in the next 24 hours to assist your request. If you do not hear back within that time, please let me know. 

• Initial Complaint

  Date:12/02/2024

  Type:Order 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 heavily pushed into getting into a contract to start my tattoo removal, they used the fact that I need to get into the Air Force to push me into starting my contact now. Well over the phone I was told my tattoo would be barely visible by *********************************************************************************** a year. She told me she couldnt give me an estimate of how it could look. After this I was concerned and decided to look this business up only to find many reviews of people feeling scammed by this exact procedure. Being sold 10 sessions, but needing even more sessions after the fact. This is (apparently) due to the fact that they do not amp up the laser enough, and use numbing cream. Which is known to close down the process by a year! So I feel scammed to say the least.

  Business Response

  Date: 01/27/2025

  Hello,

  Thanks for reaching out to us with your concerns. With tattoo removal, the number of sessions and duration of treatment can depend on a variety of factors. For example, tattoo placement, ink colors, ink ingredients, and metabolism all differ between people and will also effect how one's tattoo ultimately responds to treatment. Tattoos were meant to be permanent so the removal process will require time and patience. 

  If you'd like to discuss your treatment more, you're welcome to schedule a consultation with your local LaserAway so that a clinician from our medical team can discuss and address your concerns. 

• Initial Complaint

  Date:11/30/2024

  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.

  A few months ago, I completed a session and the front desk offered me a promotion for my maintenance and stated I could get 5 additional sessions plus my armpits and based on the deal I signed up for another package. Today when I completed my 8th session of my original package for my brazillian which didnt include any underarms to begin with because I had already had my under arms done to begin with the same representative who sold me the package acted like she didnt remember anything she sold me and that I as the customer wasnt telling the truth when the whole reason I even purchased the maintenance package was because of the deal I was given. I have already had issues at this location for not giving me my full allocated time for numbing and ******* through the appointment and a manager was supposed to call me back and never did but i just accepted it and continued with my sessions. Now that my original package is complete and i needed to at least schedule my maintenance sessions this is where I had a conflict with the representative who I talked to for close to an hour when I even decided to do the maintenance package. When I asked for a manager they said they were changing manager and no one could help me but i could call corporate office. they said the regional manager was ***** but that she doesnt deal with customer complaints but if you are a manager and customers are being lied to then why is the regional manager not the correct person when you dont have a manager at that location and by not having a manager at that location they are able to get away with lying and there is no track record or anyone to escalate the issues too. i am a hard working individual who spent her hard earned money for lies! and if i am not going to get what i was promised then all of my money needs to be returned. This location has a lot of issues and it is not okay that they can just get away with it. I want this escalated.

  Business Response

  Date: 01/27/2025

  Hello,

  Thanks for reaching out to us. We're sorry to hear about your poor experience. Upon review, it appears this matter was resolved within the clinic and you were refunded $538.65 for this package as of 12/3/2024. 

  If you have any other concerns or questions, please let me know. 

  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.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:11/27/2024

  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 requested to ****** my purchased treatment last August of this year due to pain from the treatment. ************* and corporate told me multiple times that I cannot do that. After being told so many times that I cannot cancel, I finally agreed and told corporate I will wait for their ************** location to open. I called this week just to make sure that I still have my records and money in their system and they told me that a portion of the treatment was canceled. This is not what I was told months ago. What I am complaining about is not the cancelation but the dishonesty of choosing what to cancel and changing the price to a higher price. The package that was sold to me was $400+ per treatment and this is comprise of 6 treatments. What they did was they canceled the remaining treatment and changed the price to $1,200 so that they only refunded me $460. This is such a dishonest move for them to benefit them without loosing the money and still able to cancel my previous purchase.Additionally, the other package they sold me which is $5,000+ was not canceled. They decided what to cancel despite their refusal for me to cancel all the treatment in the past. I just find this very dishonest. They did not give me any option after being told multiple times in the past that I cannot cancel.

  Business Response

  Date: 01/27/2025

  Hello,

  Thank you for reaching out to us. We're sorry to hear about your poor experience. Upon further review, it appears that your purchase was not eligible for a refund; however, there was a dispute submitted through your lender. When a patient disputes through the lender, this is a different process and why your purchase was refunded without your knowledge. 

  Our promotions do tend to change and are offered on a limited time basis, but if you should be interested in the same serviced in the future, we are happy to work with you to try and create a more satisfactory outcome. 

  Customer Answer

  Date: 01/30/2025

  This is related to this code ************C. Ive read the response of Novato Laser away. It is a big lie that I filed a despute to the lender. This is a total lie. This process the dishonesty of this business and I hope one day they get into legal trouble. I did not file any dispute. What you should do is explain and notify me first before you decide to charge me more than what I originally bought the services. I know as a business you have all the mo eye and resources to bully around your customers and thats exactly what you are doing now.

  Sent from ********

• Initial Complaint

  Date:11/25/2024

  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 11/13 I had started a payment plan with laser away. However after having an unforeseeable circumstance come up I called on 11/16 to cancel. I was told my appointment was cancelled and to expect a call in the next ***** hours from the person who sold me the plan. On 11/20 I had not heard anything so I called again and was told I needed to wait ***** hours to hear back again. I finally heard back from the individual who sold me the plan on 11/21 and was told that they do not offer any refunds and that I would need to reach out to the loan company directly or that the escalate department would call me in ***** hours. I was never told this was a loan or no refundable on the phone. I asked for the escalate departments number on 11/21, 11/22 and 11/25 with no response. I also emailed on 11/24 without any response. I did call the loan people directly and they are trying to dispute the loan however laser away refuses to respond to me at this point.

  Business Response

  Date: 12/16/2024

  Hello,

  Thank you for reaching out to us. We're very sorry to hear about your troubles with cancelling your package. Typically, our return policy is store credit only; however, since no services were rendered, you were fully refunded on 11/26/24. This refund should already reflect within your account. If not, please let us know and we're happy to look further into this matter for you. 

   

  Customer Answer

  Date: 12/16/2024

   
  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:11/20/2024

  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 am writing to report an issue with LaserAway. On 11/20, I was contacted by their sales team regarding a subscription service. During the call, I felt pressured to agree to the terms of the subscription over the phone. The representative gave the impression that I needed to make a decision immediately, which did not allow me adequate time to fully understand the terms of the agreement.After the call, I reviewed the details and realized that this subscription was not appropriate for my needs. I called back within 30 minutes to cancel the subscription and request a refund. Despite this prompt response, the company refused to process my cancellation and refund request.

  Business Response

  Date: 12/16/2024

  Hello,

  Thanks for reaching out to us. We're sorry to hear about your poor experience. Upon review, it appears your purchase was fully refunded as of 11/20/24 back to your lender. The transaction should reflect in your account by now as it usually takes only 5-7 business days. If you do not see the refund, please contact your lender for further details. Here is the link to your receipt: **********************************************************************

   

   

• Initial Complaint

  Date:11/19/2024

  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.

  April 2024 I contacted LaserAway for treatments, to secure payments they get you a line of credit. They convinced me to get more treatments. I don't want and have not started the second set of treatments. The company has already added the charges to my line of credit and they refuse to remove it. While offering me the services, they never disclosed that services are final sale until this dispute. None of the documents I signed say final sale. I just want a refund for the services I'm not going to use.

  Business Response

  Date: 12/16/2024

  Hello,

  Thanks for reaching out to us. We're sorry to hear about your troubles with your package. I am happy to look into this matter further to see how I may assist you. To clarify, it appears you originally purchased a package then later upgraded the package and added on more treatment areas. You are wanting to refund the upgraded portion of your package only, is that correct? 

• Initial Complaint

  Date:11/19/2024

  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.

  On October 21, 2024, I contacted Laseraway on the phone for a consultation and estimate about a laser hair removal treatment I was looking into it. Laseraway claimed they would provide me with a free estimate for the treatment. Before the customer representative (*******) provided the estimate, told me she would send me a link to the estimated amount that the treatment would cost per month. While still on the phone, she requested a picture of my ID. When I got the link, I followed the prompts believing these were required to get the free estimate. However, once I provided my information through that link, I unknowingly provided the information top what was a credit card application instead of a free estimate which Laserwaway ******* said I would get through that link. She never mentioned a credit card. The next day, on October 22, 2024, I informed her (via text message) that I would not be going through with the services because I wanted to explore more options. A few weeks later, I received a credit card and a bill statement in the mail for Laseraway services. However, I never received any treatments and I had already informed them that I was not interested within 24 hours of my phone consultation. When I brought this up to Laseraway via text message and asked why I was receiving a bill for a service I explicitly communicated that I would not be going through with the day after I spoke to her for a "free estimate", ******* replied that I would still be responsible for the balance because it was non-refundable. She has refused to revert the charge for services I never agreed to receive and, I had already informed her within 24 hours that I was not going to do this with Laseraway. I have never set foot into Laseraway Los Gatos and I did not approve to be charged for that service. During the phone conversation, all it was discussed was a free estimate. I have not paid the balance on the credit card and have filled a dispute for the charges with ******** Credit Card.

  Business Response

  Date: 12/16/2024

  Hello,

  Thanks for reaching out to us. We're sorry to hear about your experience. Upon review, it appears you were fully refunded for your package on 11/29/24 since you did not render any treatments. Typically, refunds take 5-7 business days to reflect so the funds should now be returned to your lender. Here's a link to your receipt: **********************************************************************. If you have any additional questions regarding your refund, I encourage you to contact your lender. 

   

• Initial Complaint

  Date:11/18/2024

  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.

  I was scheduled for a 1215 appointment for face/neck/chest microneedling. I waited over an hour with numbing cream all over. The front desk employee informed me that the tech was running behind. I asked if there was time for any area and she said no. I left with numbing cream on me, which caused marks on my neck and chest.

  Business Response

  Date: 12/16/2024

  Hello,

  Thanks for reaching out to us. We sincerely apologize for your last experience and any inconvenience it may have caused. Please know this is not our usual standard and that we take your feedback very seriously. As a courtesy for your troubles and poor experience, I am happy to extend a complimentary treatment of either a Instaglow Facial, Hydrafacial, or Clear & Brilliant. We hope you will allow us the opportunity to make things right and turn around your experience. 

  If you have any questions, please let me know. 

  Customer Answer

  Date: 12/16/2024

   
  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,
  
  ****** *********