LaserAway Medical Group
reviews and complaints

Last Wednesday January 29th I called into the Palo Alto Laseraway center to schedule a laser hair removal session from my pre-purchased package when I was told by the director *** that I would only be booked for three areas which I was confused by at first since I was asked to be part of their training for new nurses during 2 out of my 3 visits and didn't realize that some of the areas they treated were not included in my package. I agreed and was fine with scheduling an appointment for the areas included in my pre-purchased package, until I was told that the sessions in which I was used for training were deducted from my purchased package, after being told by the nurse before these treatments that it would not be. The conversation took a very unprofessional turn when I got told that the two people who approved these treatments were fired because of theft so any agreement I had was irrelevant, even though I told her I was promised these treatments were for training by the nurses and *** herself was the one who helped numb me and prepare me for the treatment. I told her that mistakes made by there staff had nothing to do with me as a customer and once again demanded that the sessions in which I was asked to be part of for the benefit of their new hire training be returned to my package. My complaint was sent to a customer service manager ***, who basically repeated what *** in the Palo Alto center had told me and provided an option to refund a portion of the treatments that I had not used while deducting the training sessions. I did not accept that offer and told her that I felt like a guinea pig and allowed them to use new nurses to train on me I would have never agreed to if it weren't for the nurse asking me to do it and telling me it would not count towards my treatments while I was already in the room and under pressure. I told her that I was a model for 2 tattoo removal sessions in which after my first treatment the nurse informed me that tattoo removal needs to be spaced out 8-10 weeks minimum, but they treated my second at 6 weeks since they needed a model. After my second tattoo removal session, I informed her that I had a lot of swelling, blistering and discomfort that lasted long after the healing time and was advised that they didn't have a doctor on site to see me, but I could see my own if I was really concerned. I was really unsatisfied when the clinic told me to use hydrocortisone or when a nurse said she could take pics on her phone so she could submit them to someone else to look at or go to my own doctor. It's unacceptable to use someone as a guinea pig, make them pay for those treatments and then not take responsibility after spending almost $***. All I wanted was for them to deduct one less treatment from my account, but after this whole experience I am demanding a full refund of my purchases. Save your money and go to a real doctor with nurses who are trained and salespeople who aren't trying to make money off of you. No doctors if there's any side effects. They don't have anyone to see you if something goes wrong you'll just see the same nurse who will take your pic of you on her phone and send it to whoever for advice. Horrible and unprofessional customer service. I've tried calling the numbers in the emails for *** and *** who I was told are the only 2 people who can handle customer service issues and they don't reply to voicemails or emails. I've sent *** 3 emails since Monday without a response, called the Palo Alto store multiple times to follow up since last week and until today when *** included me on an email to *** have been unsuccessful.***today is February 19th and *** still hasn't reached out to me even though palo alto laseraway employees have sent emails on my behalf. Product_Or_Service: Laser

Rep did not properly prepare me for the service, multiple phone calls not returned and refund refused. The woman I spoke to before my first appointment told me to "just do whatever you usually do to your hair" in preparation for laser removal. When I arrived for my appointment days later, the nurse told me that all my hair was too long, and was visibly and audibly disappointed that I hadn't shaved beforehand NOBODY TOLD ME I HAD TO SHAVE. She gave me a crappy disposable razor and told me to dry shave my legs (no offer to reschedule the appointment) but I managed to beg some shaving cream and a vase(!) of water from her and she left me to it. Unbelievable that the business doesn't have a better way to handle this mishap, which mush at least happen on occasion. Of course, I cut myself in a few places with the terrible razor since the nurse urged me to hurry so we could squeeze as much into my now truncated appointment as possible. As she lasered my legs, she was going around the cut spots, and when I asked, she explained that the cut skin would have to heal before she could apply the laser. Then I noticed she was also avoiding a couple of dark, slightly raised spots on my legs. Upon inquiry, she explained that it was the "policy" to not laser over bumps/spots that hadn't been checked by a dermatologist. Understandable, I guess, but I was beginning to be concerned that I would have to come back and pay for more treatments to cover these areas, or else wander around with a handful of nickel sized hairy patches on my legs. Also growing pretty resentful since this was now the second pertinent piece of info they neglected to tell me. Anyway, since she made my shave my legs on the spot instead of rescheduling my appointment, there wasn't time to do all of the areas I had signed up to laser, so I'd have to come back for yet more additional appointments. When Covid hit, I didn't get any communication from them about shutting down, but I assumed they had. Later I saw a *** internet ad with all the models sporting masks, so they must have opened back up at some point again, no communication for this customer. I started to call to cancel and get a refund. My call would go to their main call center, and after telling whomever answered what I needed, they assured me that the local branch would have to handle my request, and transfer me to the store. I left a few voicemails in this fashion and nobody ever called me back. Also, since I had taken advantage of the loan/financing offer, all this time I've still been making monthly payments for the services that I wasn't receiving and no longer want. I finally did get ahold of a person and they forwarded my request straight to the corporate office. Corporate didn't have the guts to contact me personally, so I got a call again from *** in the local branch, who said they couldn't refund me since it has been over a year (which it wouldn't have been if someone had called me back the first, or second, or third time I left voicemail.). They did offer me the service that I paid for and oh so generously said I could even redo my first treatment free of charge. I asked *** what would happen with my dark spots, and she had no idea what I was talking about and told me that they only wouldn't laser over tattoos, but the bumps/dark spots should be fine. This contradiction only makes me even less confident in their services than I was before.They also offered me a store credit for any of their other services, but honestly, I never want to set foot in there again after all this shoddy communication and service. I told *** in no uncertain terms that I would be happy to pay for the one treatment I did receive, but I didn't want to use any of their services ever and she said she would resubmit my request to corporate again. It has now been ten more days since that fateful phone call and still no word. It seems they truly do intend to keep my *** for nothing.

Laser Away sold me a Thermage laser package of 2. I used 1 with absolutely no result. After saying I was getting a refund, they're now refusing. 5/26 Laser Away sold me a Thermage package-2 visits for $***. 10 1st treatment. I was unsure, but they said I would get amazing results, but not for 6 months. After 6 months, there were no results. I consulted with another laser provider who told me my inner thighs were not a candidate to for Thermage. 2/6 visited Laser Away, met with ***, a nurse. She looked at my inner thighs and showed me the minimal results I would get from Thermage. I told her if I had been told that when I purchased the treatment, I wouldn't have done it. She emailed the customer service department at their corporate offices. She said they'd get back to me within a couple of days. 2/12 I heard from Laser Away's Corporate Customer Service Manager, ***, via email. She told me LaserAway does not offer refunds for completed treatments. She was happy to make an exception and transfer to a couple treatments of either laser hair removal or Clear + Brilliant as a courtesy for my dissatisfaction. I immediately called to try and speak with her but had to leave a message. I followed up with an email, telling her the treatment did not work at all on me despite the fact that I asked several times before purchasing if they thought it would and being assured by their employees that I would get a "great result." I didn't get any result. This on top of the fact that I'd been to another laser center and had been told that that laser would not work for me. I also said offering me a couple other laser sessions as compensation is definitely not okay with me. Laser hair removal is not an option for me because I have light hair. I had been sold that package by them previously and had gotten minimal results. Also, a couple clear and brilliant treatments as compensation was insulting as a package of 6 is worth less than what I paid initially. I insisted on a refund as they'd misrepresented what Thermage would do for me. I told her that, had the original employees showed me the results to expect, like Lydia, I would never have purchased. I asked who I needed to speak with If she couldn't authorize the refund. I asked her to get back to me that day. NO RESPONSE 2/13 I email *** again asking her to get back to me that day. NO RESPONSE. 2/14 I returned to the Sherman Oaks location to see ***. She took photos of my inner thighs - front & rear -though the only area treated was the inner front thigh. *** sent the photos to customer service and gave me her email in case. 2/15 *** called. Their head corporate nurse authorized a refund. I asked if it would be on my original form of payment. *** looked at my file and said it had been over a year so she'd have to get another approval from their VP to give me the refund. 2/17 *** in customer service emailed me - saying the same thing ***'s first email said. I wrote back and told her that *** had gotten my refund approved by their head nurse. Asked how and when my refund would come figuring the head nurse would know better than anyone that my thighs weren't a candidate. 2/19 *** called to tell me that I wasn't getting a refund because another employee said my outer thighs were worse than my inner thighs, NOT TRUE. Only the front of my inner thighs received treatment so maybe they were talking about the rear. She said no one else would talk to me. I called the office back and got HR where I left a message for the President of the company, ***. I immediately got a call from *** accusing me of harassing HR by leaving a message for ***. She said if I came down to the offices to see someone beyond the customer service department, they'd call security. *** never called. I messaged him, *** and *** via Linkedin about what happened, asking for someone to get back to me or I would have to contact Complaintsboard.com. NO RESPONSE.

With the onset of the pandemic, I have lost my job and am in no position to make payments toward services that I have yet to receive from Laser Away. I am currently being billed by Laser Away Spa for a *** loan. I did not agree to borrow *** for services from Laser Away Spa and was misinformed about the cost of services in combination with a promotional store credit. This is fraudulent and deceptive medical practice. I also should not be responsible for making payments toward services that I was unable to receive due to Covid-19. With the onset of the pandemic, I have lost my job and am in no position to make payments toward services that I have yet to receive from Laser Away Spa. As of today, many businesses that have reopened have begun to close again in Los Angeles due to the recent surge in Covid-19 cases. Additionally, Laser Away in Downtown Los Angeles has once again begun postponing certain services until further notice. With the unpredictability of services being provided due to Covid-19, risk of exposure to Covid-19, along with the poor communication I have received from staff at Laser Away Spa, I do not feel safe to receive any services from Laser Away Spa and would not trust anyone working with Laser Away Medical Group anywhere near body. 3/31- Called Universal Account Services. Spoke with ***. I was told that the future due date may be changed if payment is made current. 4/20- Called Universal Account Services. Spoke with *** Applied for Covid-19 relief, which defers payments until Laser Away Spa reopens for business on 5/15. 4/21- Called Enhance Patient Finance. Spoke with *** about account refund/cancellation. I was informed that a case for cancellation was made but that I would have to wait until Laser Away Spa reopens on 5/15 in order for the cancellation to be processed by laser away staff member. 4/21- Called Laser Away Spa customer service line. Spoke with an unnamed customer service representative. Explained that I lost my job due to Covid-19, did not receive entirety services and that case for cancellation was made by Enhance Patient Finance. I was told that cancellations would not be processed until the spa reopens on 5/15. I then asked if there was a supervisor that I could speak with and was told that I would receive a call from a woman named *** or a woman named *** I did not receive a call from either person. 5/15- Called Laser Away Spa customer service line. Spoke with an unnamed representative. Was informed that spas will not be reopening until 6/15. 6/18- Called Laser Away Spa in Downtown Los Angeles. Spoke with an unnamed customer service representative. Explained current situation, requesting follow up on case cancellation request and that I have been given the runaround from Laser Away Spa staff. I was told that the spa had been opened since Monday 6/15 and that I could have called sooner to follow up if it was that important. This response was irrelevant and incredibly rude. I reiterated the fact that I was told I would receive a follow up call from *** or *** and still did not hear from either person. I was told that neither *** nor *** handle issues related to case cancellation requests. The customer service representative hung up abruptly and ended the call. 6/23- Called Laser Away Spa in Downtown Los Angeles. Spoke with Alma. Was told that a percentage of my *** bill could be refunded for tattoo removal but that I would still be responsible for paying approximately *** that could be used toward any service at Laser Away Spa. I explained that I was not satisfied with this response as I did not agree to borrow a *** loan from Laser Away spa to begin with and was misinformed about the cost of services in combination with a promotional store credit. Once again, this is fraudulent and deceptive medical practice. I also did not receive full treatment of any services, was unable to receive services due to Covid-19, do not want to risk exposure to Covid-19 and do not feel safe.

I experienced terrible customer service,inconsistencies with my appointments,treatments, and charges to greensky, I was charged without my permission. I purchased 8 full body laser treatments for $***. I am underage and had to use my mom's credit card to be approved for the green sky loan. We misunderstood the price, but as soon as I purchased the package, I realized I did not want to go through with it so i called the company within 20hours of purchasing and asked if I can get a refund. They told me I couldn't because I had already done my upper lip, and because the payment went through greensky. I almost begged them and they kept saying no, but ended up offering me 8 face sessions and a clear and brilliant session. I agreed and thought this might be worth it, and began doing laser because I thought I had no other option. A month in, they ended up charging my greensky account for the free things they offered me. I thought I would have to just use that money for more services because I understood I couldn't get a refund. After 4 months of constantly calling, I talked to the company over 15 times about it until it got to the point where I had to be stern with them and they finally refunded me, which also proved they were lying to me when they said they couldn't refund me the first time. Once I found out they could actually refund me, I had done 3-4 treatments and was not seeing results. I used to do full body in one day when I started, then they started to schedule me on different days for upper,lower, and face which was very inconvenient for me. They told me those were the rules even thought when I had started I would do full body in one day. The people who worked there would call me last minute and change my appointment, or ask to move the times around. I would always receive text messages with a different appointment time than I had in my calendar, and I had to call them so many times to confirm which was also unbelievable. Despite the horrible customer service, I was hoping I would get results and my investment would be somewhat worth it. Sadly the treatments were not working on me, so as soon as the 4th treatment, once I found out they were able to give refunds, I talked to the manager about paying what I had used and getting refunded the rest. She used her ipad to show me that somehow half of my treatments would cost me $***, even though the total was $***. I was so desperate to just get something back, and no one did anything to make amends. I continued with my laser, but because there was an upper/lower body split now, there were times where I wouldn't do certain body parts. I was unable to do my lower back at a certain point, and I specifically asked if I could still get the 8 treatments for that area before skipping it and I was reassured, yes. When it came to the point where I wanted to do those body parts, the manager told me I can't anymore because the package is only to do full body all together. I had to talk to her for over 30 minutes to just give me what I initially paid for. The nurses would ask me what body parts I was doing on certain days and sometimes they would forget to do a full area like armpits. I wouldn't notice until later as I thought they kept track, but I would realize after my appointment that they missed certain areas. Besides this, the nurses were also very inconsistent. I had a nurse who told me that she would only spot treat above my elbows because I didn't have much hair there, so she only zapped the few hairs she saw. I got a different nurse and told her I was only spot treating the upper arms, and she recommended I just go over the whole thing. I did that and it generated hair growth, continuing laser did not help and until now the laser generated hair growth in multiple spots on my body where I never grew hair. Some nurses told me it was because I was young and hormonal, and other nurses told me it may be because of the setting on the machines. I did my own research and found out a setting too low is more likely to cause more hair growth. I continued to get reassured and promised many things, but I've only been disappointed.

In November I went for consultation for facial laser hair removal in Mountain View, CA branch, I explained very clearly that I have gray hair in my sideburn and forehead, and the rest of my face is regular dark hair, I said my goal to have get rid of the hair. I asked specific then if the laser will take care of it, and remove the gray hair.Flat out the local Dirctor then was *** promise me that can be done, if I will use a product that called *** as directed.After more than one hr of talking she said by the end of 10 session I will see 80% less hair on my faceI wanted so badly that will happen I signed in for 10 sessions on the spot and pay all with my cc, and also I willGet as complimentary one free facial, which I didn't get it and they took of my file.She sent me the link from where I can purchase the *** spray which it cost about *** a bottle.Needless to say that I wanted soooo badly that those treatments will be successful I immediately went and *** and schedule first appointment on Dec 2019, and follow every instructions that they said to me.Needless to say the nightmare that I needed to go through in order to have the treatment successful as she promise. I needed to shave my face EVERY DAY twice a day and then spray 4-6 time from the product every time ( I never shaved my face in my life, I was very worriedfrom shaving but I said to my self if that I neededTo do I will do it in order the laser treatments will work and I will get the results that she promise).Until Oct 2020, I had made 7 treatments, and I saw that I have ZERO results even not in areas of my face that I have regular dark hair like my upper lip...and the gray hair on sideburn and forehead not only not reduced It's even saw more than usual and tick hair and stubborn and itchy like men bear. At that point I was very worried, and terrified from what happen in my face, I called and talked with the new local director her name ***, she told me not to worry they will take care of me and if needed more sessions she will request that from the corporate office as complementary until I will see good results she gave me her work mobile phone # and she said let me know if I need any thing. In my life I never met or saw a person like *** that can lie in front of your face with open eyes and with fake smile it just horrible! On session # 8 I came and *** told me that the nurse will do another evaluation before the treatment, the nurse took some picture and said there is some discoloration in my face, and I said yes I had it more that 15 years and never change so that is not the problem this is not why I getting ZERO results from the laser treatment, it is so sadthat the nurses there don't know anything medical to save their life! The nurse said she going to consulted another nurse and disappeared for more that 20 minutes...come back and said to me I need to get a letter from my dermatologist to say that I don't have any skin condition...'!? and that she can't perform the treatment without the letter, I was shock how stupid they are now after 7 treatments they decided that I need to be seen by my dr., I never have or had any skin condition...but I said ok I will go.I schedule immediately an appointment with dermatologist, which said I am not giving you a letter to *** treatments, since she do not know them or if they are medical at all, and why they need her Letter? why *** don't have their own dermatologist on site so they can evaluate their customers...Now I know it is ligit remark.I was upset I went back and contact *** and said to her that the dermatologist refuse to give me the letter + I sent her the appointment summery that the dermatologist wrote on my file, and she said well we can't perform the treatments any longer, I said Ok I want my money back in full (which was expensive), she said ok I will submit to corporate and they will take care of it and they will call me. 10 days pass *** one called from corporate, I called *** and told her I didn't get any call... she said ok I going to do that again... Afer 15 days I got a call from corporate her name I believe *** I talked and explain every thing above, she Was soooo rude, unprofessional she talked over me many time didn't listen at all and then she said I can refund u 50%, I said No way why u are trying to get my money, when your treatment with ZERO RESULTS'why I need to pay for your useless treatments and for your lies to get customers for something that you can't deliver. I WANT MY MOENEY IN FULL about *** + the *** that I bought 3 bottles for *** the suffering that I endured that is priceless... I asked to talk with her manger said there is no one to talk with!Since then almost 7 weeks, I called *** 7 times after this conversation with corporate, left her 7 msg sendHer direct text... this lier incompetent, fake, unprofessional "local manager" never called me back...I called infinite times to corporate office customer service about 12 times no one answered I left 12 urgent massages for customer service for ***, or *** which in the Recorded msg saying leave a msg and we call you back in 24 hours I never got a call from anyone. This company nothing than a thief, with horrible employees, and customers service...It is blowing my mind how this company can steal money from customers and no one holding therm accountable.Or do anything about it... I hope that this complain will be taken care by *** and will get my money back! Product_Or_Service: facial laser hair removal