Basically I have had an absolutely HORRIBLE experience with this company, starting with a pushy sales call that did not disclose all payment/refund information before pressuring me to sign up for a payment plan, and ranging from:
- almost every appointment I made being last minute cancelled or rescheduled, sometimes even when I was literally on the 40 minute drive I have to make to the clinic
- laser hair removal services not even making any difference on the areas I got treated
- developing post-inflammatory hyperpigmentation (PIH) as a complication of laser hair removal
I was told early on from Mindy Miranda, the Lead Patient Care Coordinator, that the "only exception to our no-refund policy is if there is a medical reason preventing you from receiving treatment. In such a case, we would require a doctor's note explicitly stating why you cannot receive treatment from us."
I did end up developing post-inflammatory hyperpigmentation (PIH), went to my doctor regarding this issue and she immediately advised discontinuing the laser treatments, as they would only make my PIH worse.
I provided my doctor's note in an email to Laser Away explaining the situation and requesting a refund for the remaining services, per Mindy Miranda’s emails saying explicitly that a doctor’s note would be valid for a refund. I received no response. I called a couple days later, was unable to reach anybody, then again about a week later. The woman I spoke to then told me that my case had been closed and my refund request denied.
I received no information or correspondence regarding my case or my request. I then emailed Laser Away again expressing my frustration and providing them with what Mindy Miranda had told me about needing a doctor’s note.
I again received no response. I called Laser Away the following day explaining the situation to the rep over the phone and relaying the information given to me from Mindy Miranda. The rep said I would have to talk to Mindy specifically; I asked if they could transfer me, to which they said no, they probably weren’t allowed to give me her extension, and I should just email her.
I then emailed Mindy the same day, explaining the situation and providing my doctor’s note. The email bounced, so I called the number in Mindy’s signature block, which just took me to the general Laser Away call center. The rep I spoke to then said she would transfer me to Mindy’s line. I waited on hold for over 30 minutes with absolutely no check in and never got through to anybody. The last person I spoke to said she doesn't even know who Mindy is.
It's making me feel completely insane!!!! I know that I made the choice to take the bundle deal-- I am an adult and can take accountability-- but the marketing was so aggressive and honestly I was at a pretty low point in my life so I thought this would just be a nice thing to do for myself.
I was explicitly told a doctor's note would validate a refund, yet my request was denied without contacting me at all about it. Every rep I've spoken to says something different, and they don't even seem to know what's going on within their own operation. The discoloration from the PIH is so embarrassing-- I've literally had a few people look at my face and ask if there's dirt on it because of the dark splotches now ruining my skin.
These pushy, ruthless companies are just the worst. They clearly don't actually give a shit about their clients and are just in it to make as much money as they can, all while not providing clear information/going back on what they do tell you.
Has anyone had any luck getting a refund/settlement with them? I filed a complaint with Better Business Bureau but I'm feeling so anxious. I don't even have a car right now to driving <60 mins to/from the clinic, and I'm literally caretaking for my father who has Stage 4 cancer and helping my mom deal with my two siblings, who are, respectively, incarcerated and a mentally unstable alcoholic. The last thing I want to be dealing with is this stupid business who won't honor what their Lead Patient Care Coordinator (literally the person supposed to be taking care of patients!!) told me.
Any advice or info about your own experience is appreciated (and please just be nice).