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

  
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  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:07/13/2025

  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 am filing this complaint against LaserAway for misleading marketing and unethical sales tactics related to their latest offer on Rejuran.I feel completely scammed by their marketing strategies. Their advertisements and in-person consultations heavily promoted Rejuran as an exciting new treatment, implying advanced benefits without providing full, clear information.On April 5th, during my visit, I was aggressively pushed to sign up. I was asked to fill out what I was told was an eligibility form to "see if I qualify." In reality, this turned out to be a full application for a loan something I was not clearly informed about beforehand. I felt pressured and misled into signing financial documents under the guise of a simple eligibility check.Additionally, LaserAway never clearly mentioned how they would administer the Rejuran treatment. In *****, where Rejuran originated, the proven and standard method is by injection, which is the only method I would have considered. Instead, LaserAway applied it topically without informing me in advance.Rejuran is not ***-approved for injection in the *************, and this critical fact was never disclosed to me before or during my purchase. This omission is deceptive and raises serious safety and ethical *********** the time of purchase, I was not informed of any refund or cancellation policies. I later learned they consider all sales final and only offer store credit, effectively trapping me into continuing services I no longer trust or want.This experience feels like a scam in both the marketing approach and the actual selling process. I believe these practices are intentionally designed to deceive and pressure customers into high-cost commitments they do not fully understand.I am requesting assistance from the BBB to hold LaserAway accountable and to help me obtain a full refund for the remaining Rejuran treatments I have not received.Thank you for your attention to this matter.

  Business Response

  Date: 07/21/2025

  Hello, 

  The Rejuran package was fully refunded as of 7/14/2025. Typically, it takes 5-7 business days for the funds to be returned to one's account. Therefore, the funds should be visible and available by now. For your reference, here's a link to a copy of your receipt: **********************************************************************************

• Initial Complaint

  Date:07/12/2025

  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.

  On June 9th, 2025 I was at laseraway in ******, ** for a facial service and checking out at the front desk when the receptionist told me I could try out GLP-1 injections and use my points towards it and only pay $340 for 2 months (8 injections). Invoice #******************** I was excited to try it and agreed and paid the $340 right then and there. She said the medicine would be available in store on July 1st, 2025. Made an appointment for July 1st and when I showed up to receive GLP-1 injection was told I had to do a virtual call with nurse first. When I spoke with the nurse she looked into my file and said I wasnt a candidate because of an autoimmune disease I have (been a client at laseraway since 2022 and they had my health files on record since then). I was disappointed and asked the store receptionist for my $340 to be refunded. She said they dont do refunds, only store credit. This is not acceptable since they refused me. She said she would email headquarters and call me the next day. They still wont refund me and I dont want store credit. I already took the loss of ****** points, which was a $300 value. I just want my $340 I paid out of pocket back.

  Business Response

  Date: 07/21/2025

  Hello,

  Thank you for reaching out to us. A representative from your local clinic will be reaching out to assist you within ***** hours. If you do not hear from them within this time frame, please let us know. 

  Customer Answer

  Date: 07/24/2025

   
  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. A refund has been applied to my bank account as of now and I appreciate BBB and LaserAway for their time and assistance.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:07/03/2025

  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.

  Company opened a line of credit under my name and charged 2294. Company states refund is in place but it has been 30 days and charge is still posted

  Business Response

  Date: 07/21/2025

  Hello, 

  This appeared to be a consented purchase as the application was completed on your end. There was also an ID provided to complete the transaction. However, since no services were rendered, the package is fully refundable and was already refunded as of 7/7/25. 

• Initial Complaint

  Date:07/03/2025

  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.

  All the sales pitches are fast and hard to understand. The consultation is by text and email. They say they are selling an easy financial plan giving you low monthly payments with no interest if paid on time. The loan is higher than the original cost with back door interest on the loan. Prior to treatment another sales agent contacts me with a new treatment plan stating I will need more appointments which will be at a higher cost. I am told my previous treatment plan is not appropriate. When I prefer to have no treatment and a refund, they say this is not possible. They care only about keeping my money. Where is the true costumer service? I have tried to cancel my order but I continue to get sales pitches. I ask to take time to think about their suggested options but, they try to keep me on the phone to commit immediately. I am not being heard. When I reached out to their loan company, I am told I can get refunded by Laser Away since I have not had any treatment. Laser Away is a business I do not trust. The list of online complaints are many and the same.

  Business Response

  Date: 07/21/2025

  Hello,

  Thanks for reaching out to us. We are very sorry to hear about your poor experience. Please be assured we take this feedback seriously and will address this with the salesperson and clinic involved. We respect your request to cancel and have issued a full refund back to your PatientFi account. Please allow 5-7 business days for the funds to fully reflect the account. 

  Customer Answer

  Date: 07/22/2025

   
  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:06/30/2025

  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 recently had a consultation with laseraway as that was the only way to get pricing on a treatment they advertised. They told me the price I told them that was out of my budget and asked me if I wanted to see if I qualified for financing. I said sure to see how much it would be. They texted me a link and I filled out the info. I was approved, but will was not sure about moving forward. The financing company needed my ID to complete the transaction which I didnt have so I told them I had another meeting and would need to finish the call and that I would be available after 3:30. She told me that she saw that I got approved and it would be quick. I told her no I had to go. And we hung up the call nothing was scheduled and purchases was not confined. They called me at 3:30 but I didnt pick up. I didnt want the service. I texted them Monday to tell them I would not move forward with the procedure and they said that they cant refund me. Refund me? I never even agreed to the treatment. They somehow already charged me though even though I didn't even know my account number and are now unwilling to give me a refund. Ive been texting with the *** who sent me a receipt that says my identity was verified by my ID, but I never provided this. Theyre also saying that they got the receipt hours after our phone call, however I check my junk email and I got the receipt at 1:10pm I was at a mother appointment at that time and after our phone call ended at 12:52pm. I never schedule the appointment for treatment or committed. I told them we would need to finish the convo later. They said they dont have the conversations recorded and the receipt they provided said my identity was verified via ID. Total transaction is $1,800 I'm trying to figure out what if anything can be done as this seems very unethical. I was told over a week ago that a manager will reach out and have not been contacted by anyone. How did they have access to my account info when I dont even know my acct num.

  Business Response

  Date: 07/21/2025

  Hello,

  Thanks for reaching out to us. We are very sorry to hear about your poor experience with us recently. Upon review, it appears you were already fully refunded on 7/8/25. No loan or package currently remains. We will also internally investigate your claims to ensure this sort of experience does not occur again. Thank you for bringing it to our attention as well as your patience while it is resolved.

• Initial Complaint

  Date:06/30/2025

  Type:Customer Service 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.

  Multiple spam calls from several different numbers. Blocking the number doesnt cease the harassment, they will simply call you from a new number.

  Business Response

  Date: 07/21/2025

  Hello,

  Thank you for bringing this to our attention. We have updated your inquiry to reflect "not interested/do not contact" as of 7/1/25. If you continue to receive contact from our business, please let us know how and provide phone numbers, etc to ********************************* We will be sure to act swiftly on this to ensure you are not bothered. 

• Initial Complaint

  Date:06/27/2025

  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 6/22/2025 I had a phone consultation with ***** from Laser Away about tattoo removal. I was pressured and rushed into purchasing a special they had going on and filling out information for financing. I was never once told during the process about the cancellation policy. After the call I felt uneasy about it and texted ***** to ask what the cancellation policy was and I heard nothing back so I called the actual location I would be getting treatment and the girl on the phone told me I was able to cancel my appointment and also cancel the loan and that they would just refund the money back to the loan company. 3 days later I cancelled my appointment and asked for the loan to be refunded and canceled. Thats when I heard back from ***** who stated it was nonrefundable. I have been calling and emailing everyday to try and speak with someone at the corporate level and have heard nothing. When I called today the girl I spoke with said they would be reaching out to me today and here we are at 9pm and I've heard nothing. I want this loan canceled and refunded as I have not received any services from Laser Away and according to Ohios Home Solicitation Sales Act I have 3 days to cancel and this was within that 3 day period.

  Business Response

  Date: 07/21/2025

  Hello,

  Thanks for reaching out and your candid feedback. We're very sorry to hear about your experience and will be sure to address these concerns with the sales representative to improve our customer's experience. 

  After carefully reviewing your account, it appears this was fully refunded already as of 6/27/25. 

• Initial Complaint

  Date:06/26/2025

  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.

  on Saturday, may 17 2025, I had a procedure in which I was to have my body hair removed by laser. this was my 5th appointment. All previous appointments went well. However, my hair was not going away as they said it would. i spoke my concerns to a technician and she said she could set up the laser machine to make it stronger. about 3/4 through the procedure the machine started to make a different sound. soon after i could smell burnt hair more heavily. the tech asked me if i felt pain and i replied that due to the cold air they blow while using the laser i could not feel anything. she went on for a few minutes before saying that there was something wrong with the machine. she walked over and adjusted it and said it was working better. she finished with the treatment. when i got home i realized that i had large red welts from the laser on my right arm which was when the machine stared making noise. the next day these welts got worse. i called laser away and told them i was concerned. they had me send pictures and had a RN contact me. she prescribed me a topical solution and i started using it. over the next couple days the welts turned to blisters and those blisters turned into open wound and scabs. i called laser away frequently but was only prescribed more topical solution. a few days after the procedure i physically went to laser away to express my concerns. i found out that they fired the technician. i repeatedly called to get a hold of laser away"s cooperate office but it took weeks for anyone to reach and when i tried to call back i never got an answer. i left several messages and have never heard back. now every time i call the voice mail is full so i can't leave new messages.i paid over 4k for this procedure and it didn't work. worse yet, my whole right arm is covered in scars. i dont want to proceed with any more treatments. they are treating my arms , chest, stomach. and face. i'm terrified i will be burned again.

  Business Response

  Date: 07/21/2025

  Hello,

  Thank you for reaching out to us. It appears one of our representatives tried reaching out to you previously regarding this matter in the hopes of working towards an amicable resolution. We will notify him again and have him reach out to you. Please also feel free to contact ***** again on your end if you wish via email at **********************************************************. 

• Initial Complaint

  Date:06/26/2025

  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.

  During the past year I have spent approximately $8,000 at LaserAway for cosmetic treatments. On a visit sevral months ago I was made aware that my account reflected two treatments of ******* provided in 2024 that I had not been given. I immediately brought it to the attention of LaserAway administration at the office and they noted my complaint, but there was no followup. On subsequent visits I continued to tell them that I had been charged for these ******* services that were not provided, but nothing was done about it. Finally, Autumn, an employee at LaserAway folowed up and sent the complaint to ******************* Mandi from **************** called me and said that LaserAway would not provide any resolution because the nurses who entered the info into my record were no longer with the company so they could not be questioned. I pointed out that I had reported this issue months ago when the nurses were still with the company and could have been questioned but no one at LaserAwy would follow up. ***** did not care about this. I asked r/to speak to her supervisor and she replied that she had no supervisor. I asked for a refund of the paid services on my account that I have not yet scheduled (approximately $2,000) and she refused a refund. I emailed four top administrators at LaserAway headquarters and they did not respond. I would like a refund of the ******* services which were not provided OR they can actually provide these services to me. I would also like a refund of future services I have already paid for so that I can end my association with LaserAway.

  Business Response

  Date: 07/21/2025

  Hello,

  Thank you for reaching out to us. Upon review of your chart, it does indicate that the neck area was treated 3 times with Potenza. However, since these clinicians are no longer with the company and you have been a good patient of ours, I will approve to reinstate 2 Potenza Neck treatments to your account so that you may utilize these in the future.

  In regards to your other packages, they currently are not eligible for a return since services have already been rendered from the package; however, they are eligible for store credit if you would like to exchange them for other services. 

  Customer Answer

  Date: 07/21/2025

   
  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:06/25/2025

  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 am filing this complaint against LaserAway Hoboken for deceptive advertising, misrepresentation, and unethical billing practices related to a treatment I received in May 2025. The company failed to honor its advertised pricing, required prepayment without proper consultation, and administered a treatment that was knowingly insufficient to produce results.On May 16, 2025, I responded to a promotional offer from LaserAway advertising ****** injections at $7 per unit for new customers. I was contacted by a representative named ******, who confirmed this rate and required me to prepay $139.40 for 20 units before I could schedule a consultation. I was assured that any additional units would also be billed at the same ******* my in-person appointment on May 17, 2025, I was told I needed 24 more units and was charged $12 per unit, totaling $288, because I was allegedly no longer a new customer after prepaying. This condition was never disclosed in writing or verbally prior to the appointment.The consultation was superficial and failed to provide a proper dosage estimate. I was led to believe that 4050 units would be sufficient. However, during a follow-up visit on June 3, 2025, a nurse practitioner informed me that a minimum of 100+ units is typically required for this treatment to be effective, a fact never disclosed before or during treatment. I received only 44 units, which the clinic later admitted was insufficient to produce results.I contacted LaserAways customer service on May 18 and again on June 3. Despite multiple staff acknowledging the billing issue and promising escalation, I received no follow-up. Only after I filed a dispute with ****************, which was investigated and approved, did LaserAway respond, and only to say they could not act while the dispute was pending.Again, **************** reviewed the dispute and approved the chargebacks. I want to ensure LaserAway does not retaliate or attempt to reverse the chargebacks.

  Business Response

  Date: 07/21/2025

  Hello,

  It appears this matter was already resolved as a result of a dispute. 

  Customer Answer

  Date: 07/21/2025

   
  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,
  
  **** *****