Complaints

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:04/14/2025

  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 March 18th I purchased DeepFractional Laser and Microneedling to incorporate a six month time frame. I spent $4,875.00. As of March 25th I had not received a call from the scheduler, received a copy of my receipt or gotten ANY kind of email or communication. I called the person I spoke to, ******* *******, left a voice message. Nothing. Sent a text to her. Nothing. Send an email through the website to any office personnel I could hopefully reach. Nothing. Later she told me it was my responsibility to call the scheduler which she never told me or she would have given me their phone number. It wasn't until my lawyer sent a refund demand letter to them that the scheduler called me back but didn't know what procedures so he had to find out. Called me back the next day trying to give me an appointment a month away which was not at all what I was expecting. Based on my experience in trying to just get my first appointment knowing I'll be doing this for six months I do not want to do business with them. Then they'll say they tried to get me in, yeah, with four hours notice, same day. That's called CYA. Only name I'm told to contact is "Accounting", my lawyer can't even get a name that is a decision maker. They will say I signed a no refund agreement, yeah, back in August of 22 for a Groupon. That also does not have a representative from Laser Loft signature. It's a weak excuse for not refunding me. They all know their lack of communication and evasive behavior is what ran me off. I'm not having buyer's remorse of just changing my mind, at this point I feel it would be a hostile environment especially with them working on my face doing delicate procedures. I've also requested the aestheticians credentials but of course have not heard a thing. If I don't get satisfaction soon, next stop is small claims court.

  Business Response

  Date: 04/30/2025

  This is in response to ****** ******* complaint about Laser Loft.  Factual information was taken directly off the office cell phone in chronological order.  We will adhere to HIPPA law with this response and not give health information.
  
  Ms. ******* was initially seen in August 2022.  At this time she filled out initial paperwork and signed our Office Return Policies, willingly.
  
  March 17, 2025 4:33pm Ms. ******* reached out to our office cell phone inquiring about $99 deals advertised wondering if they were still available. 4:39 pm Senior Consultant responded that special had ended. 4:44pm Ms ******* asked about other procedures for the face, gave her age, and expressed in the text what she wanted to accomplish. 4:49 pm Senior Consultant offered a complimentary virtual consultation with her to help her concern for March 18 at 12:30pm.  Ms ******* responded favorably and gave her date of birth and the appointment was set for the next day.
  
  March 18 11:35 am Ms ******* text the Senior Consultant to ask if 12:30 time was still on.  12:04 Senior Consultant stated yes. 12:05 Ms ******* stated she didn't need to wait until 12:30 and was available in five minute. 12:30pm Senior Consultant called and had a complimentary 30+ minute virtual consultation explaining services we offered and what would be recommended.  Ms ******* willingly purchased over the phone Deep Fractional Laser and Microneedling, as indicated in her complaint, and was offered a discounted rate for a series of 6 treatments to be performed spaced out 4 weeks apart. She indicated she did not receive a call from the scheduler after this call.  Ms ******* had a responsibility to call the main number to be scheduled with our dedicated scheduler who only handles incoming calls for this purpose. March 18 3:25 pm Senior Consultant sent a text letting her know if was nice meeting her earlier and to let her know the transaction went through.
  
  March 25 10:57am Ms ******* contacted the office cell phone to state she was still waiting to hear from scheduling and ask if she could please hear from someone to set up her appointments. The Senior Consultant received this text and immediately contacted the scheduling line herself to ask them to call her directly and take care of getting her scheduled since she was requesting this. Scheduling immediately called her and offered her the next available appointment with our nurse practitioner for her purchased treatment. 
  
  March 26 1:00pm Senior Consultant heard of Ms. ********* complaint for us not being able to see her sooner as the first availability was in May. The Senior Consultant then called her to let her know she personally would work on getting her in sooner and apologized for the time frame.  The Senior Consultant then took her complaint to the Nurse Practitioner and asked if she could stay late to get her in sooner and it was agreed to bring her in anytime to accommodate her.  Ms ******* was then contacted at 1:15 pm and offered the same day, Wednesday at 5:30 pm she even offered Thursday and Friday of that week to accommodate her. 
  March 26 2:33 pm Ms ******* responded back and stated she wanted a 100% refund.  2:56 pm The Senior Consultant asked her to please call to talk instead of texting.  She responded immediately and refused and stated you can call my lawyer.  That was the first time the Senior Consultant knew of her having an attorney for a scheduling concern and asked her to address her refund to the accounting department and gave her the email to do this. She also told her Laser Loft had a no refund policy in force in which we had her signature.  Senior Consultant  apologized for the wait in scheduling but told her we resolved the scheduling concern by offering 3 different appointments this week.  3:18 pm  Ms. ******* asked to see the paperwork she signed regarding the return policy and it was sent to her at 4:39 pm that day by our Senior Consultant along with her receipt she requested. Our Senior Consultant politely told her since she had a lawyer further communication would need to be directed to management.
  
  Friday March 28 1034am Ms ******* text the Senior Consultant again on the office cell phone and requested all pages of her initial paperwork and threatened to picket the business and spread her scheduling experience on social media as well as go to court if she did not get a full refund.
  March 28 1:40pm Senior Consultant responded letting her know of the aforementioned and once again told her all communication had to go through management.
  March 28 2:56pm Ms ******* text again and the Senior Consultant did not respond. Laser Loft  received a demand letter from her attorney via US mail dated March 25 requesting a refund. Response was made from our accounting department to her attorney, with a signed copy of her signature of our return policy and refund was not authorize per our office policy.
  
  We welcome Ms ******* to reschedule her paid treatments and are willing to go above and beyond to get her in as soon as possible. Our goal is for our patients to get great results along with having a great experience. We regret and apologize she had a scheduling complaint. We have no animosity or hard feelings and will take excellent care of her to help her with her initial overall goal to have a more youthful look with aging concerns.

  Customer Answer

  Date: 05/12/2025

  Hi, I just received notice that Laser Loft had responded with not much time at all for me to write back my response which I do have.  Is there any way I can do that?  It's kind of weird to not give more time for someone to receive the message and also respond.  They totally lied in their response and I need to set it straight for others who may be sucked into them.  Please let me know and thank you, ****** *******

  Customer Answer

  Date: 05/14/2025

  Please allow me to clear up Laser Loft's half truths and lies in their response. 

  They said I was "initially" seen on August, 2022, implying I had been a continuing customer therefore the document I signed in ***************** effect.  I went one time on a Groupon, which was a bait and switch.  No one from their office signed it, they are grasping at straws on this one.  

  They said I had a responsibility to call the main number to be scheduled.  Was NEVER told that I had to call for scheduling.  I was specifically told I would be receiving a call from a designated scheduler.  After a few days and no call, I texted my contact, the Senior Consultant.  No response.  I called the office and left a message.  No response.  I went through their website to contact them requesting a call back.  No response.  

  They say after I contacted their office, the Senior Consultant IMMEDIATELY got in touch with the scheduler to call me.  Let me tell you they called me....but it wasn't until they received a Demand Letter that morning from my lawyer for a refund due to lack of services, that they finally reached out to me later that day.  Plus, the scheduler didn't even know what services I was getting and had to hang up to find out.  Didn't hear back from him till the next day offering me a first appointment a month and a half away which was totally unacceptable considering the amount of money I had paid.   So then, from one extreme to the other, with four hours notice, asked if I could come in that day. 

  March 26th - Say it was the first time Senior Consultant knew I had a lawyer which is not true.

  Several times I requested ALL pages of what I signed in 2022 because at the bottom of what they showed me, it said "see next page".  No next page was ever sent.

  After that, the Senior Consultant told me to go through my lawyer then blocked me.

  My lawyer has had difficulties with timely correspondence and speaking to a real person other than "accounting" nor will they identify who he's talking to.  

  Once again, I was very excited to get these treatments but the Spa themselves killed the deal and showed me their true colors before it was too late to go through six months of scheduling nightmares.

• Initial Complaint

  Date:08/23/2024

  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.

  BUYER BEWARE. I agree with others, this place is a scam or at the very least poorly run. I purchased a package and the service is no longer offered. Even if it was, you cannot get an appointment. They direct you to make the appointment online. Trying that option there are only a limited amount of services you can schedule and all the appointments are booked well over a month out. I have called several time to no avail. I get the manager, ****** will call you back and she does not. Or on one occasion she answered and told me she was too busy and she would call me back and of course did not.

  Customer Answer

  Date: 08/30/2024

  ********************,
  
  This matter has been resolved. Thank you for your time.
  
  Best,
  
  ******
  

  
  

• Initial Complaint

  Date:02/20/2024

  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.

  I was scammed into believe all their beauty and enhancement packages. After signing the contract, they instantly became difficult to schedule with, often canceling appointment, wouldnt answer phones when trying to make appointments. My employer since has made me move back to Alaska and Military. Due to Laser Lofts being unable to fulfill the promised services, and now I am required to be in the state of Alaska, I am asking for Laser Loft to refund the balance of ******** still due on their funding loan with ******* ***** has already been paid which is MORE than the few services I received. I am simply asking to stop taking money every month out of my account and void the ***** balance since Laser Loft took my money, made making appointments impossible, and now unable to have any services.

• Initial Complaint

  Date:08/03/2023

  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 June 26, 2023 i called Laser Loft to redeem a " $40.18 Groupon". I was told i needed a consultation and ****** called me. By the end of the phone call she had me buying services totaling $3599.00. She said i needed to submit a credit card payment. Which i did (like a dope). Anyway the appointment was for 7/11/23. I called on June 28 and said i wanted to cancel the appointment and i would not be rescheduling. To my amazement when i received my credit card statement. Laser Loft had charged me the amount. I have called 3 times stating i wanted a full refund. Always being told ****** will call back. She never does. Yesterday i called again, and asked when ****** was calling back. No response. I feel as though this was a dishonest transaction to say the least.