LaserAway Customer Service — Expert Guide for Patients and Clinic Managers

Contents

1 LaserAway Customer Service — Expert Guide for Patients and Clinic Managers

Overview: What LaserAway customer service covers

LaserAway is a national provider of cosmetic dermatology and med-spa services; from a customer service perspective that means handling scheduling, pre-treatment screening, medical clearance for injectables, package administration, and post-treatment follow-up. Expect customer service to coordinate between front-desk staff, registered nurses or physician assistants, and the corporate patient-support team to resolve clinical questions, billing items and scheduling conflicts.

A robust customer service operation for elective cosmetic care must balance clinical safety (consent forms, medical history review) with retail expectations (promotions, refunds, package transfers). As a practical baseline, high-performing clinics aim to answer inbound phone calls within 3–5 rings, resolve routine email enquiries within 24–48 hours, and escalate clinical safety issues to a licensed clinician within 2 hours during business hours.

Contact channels, typical response times, and escalation path

LaserAway patients typically interact through three primary channels: in-clinic front desk, phone or SMS, and the corporate website (booking and account management). For fastest resolution of appointment or same-day issues, in-clinic contact or the clinic’s direct phone number is preferable; for account changes, package transfers, or billing disputes, email or the web portal creates an auditable record.

Below is a practical priority order for contacting customer service, with recommended expectations for response and what information to have ready. Use the clinic location page on https://www.laseraway.com/locations to find direct local numbers and addresses; keeping appointment date/time, clinician name, and invoice number reduces average handling time from 12–20 minutes to 4–8 minutes.

Same-day clinical concern: Call the clinic immediately (expect transfer to an on-duty RN/PA). If symptoms suggest complication (severe pain, fever, wound drainage), seek urgent care—escalate to the clinic immediately and document time and staff you spoke with.

Scheduling/cancellations: Call the local clinic or use the online portal. Industry standard is a 24–48 hour cancellation window; be prepared to provide your appointment confirmation number to avoid fees.

Billing and refunds: Email a copy of the invoice and a clear request. Allow 7–14 business days for investigation; keep records of communications for escalation.

Appointments, cancellations, refunds and package administration

Laser hair removal, skin rejuvenation and injectables are elective services typically sold as session packages. Typical clinical guidance: laser hair removal requires 6–8 sessions (sometimes up to 12 for finer hair), scheduled every 4–8 weeks depending on the treatment area—face shorter intervals (4–6 weeks), body longer (6–8 weeks). Customers should confirm package expiry dates and terms in writing; many disputes arise from misunderstanding how long a package is valid and how sessions are scheduled.

Cancellation policies vary by location, but common practice among national med-spa operators is to require 24–48 hours notice for cancellations to avoid a fee. Cancellation fees typically range from $50 to $150 depending on the service; no-shows may be charged the full session credit. Refund policies depend on package status—unused sessions are often eligible for prorated refunds or transfer, whereas used treatments are non-refundable. Always request the clinic’s written refund policy before purchasing packages and retain receipts and emails.

Pricing, common ranges, and insurance considerations

Elective cosmetic procedures are generally not covered by medical insurance. Pricing varies by location, treatment complexity and provider credentials. Typical price ranges you can expect (national averages as of the last five years): laser hair removal per session $75–$400 (small areas) and $300–$900 (large areas); complete packages often total $600–$3,000 depending on the number of sessions and anatomical area. Botox pricing generally ranges $10–$16 per unit; dermal fillers commonly start at $600–$1,200 per syringe.

When evaluating quotes, ask whether taxes, pre-treatment consultations, topical anesthetics and post-care products are included. For transparency, request an itemized invoice and written package terms (number of sessions, inter-session interval, expiration date, transferability). If price promotions are advertised, confirm whether they apply to new clients only and whether they can be used with other discounts or membership programs.

Typical package structure: 6–8 sessions for laser hair removal, pre-paid or deposit-based billing. Ask for an itemized schedule of remaining sessions on each visit to avoid disputes.

Save receipts and confirm the cancellation/refund clause in writing at time of purchase; if a package includes “complimentary” services, document which visits are counted as complimentary vs. credited.

Quality assurance, documentation and how to escalate

Good customer service practice is rooted in documentation: keep appointment confirmations, consent forms, before/after photos and billing records. If you have a clinical concern post-treatment, document the time, symptom, who you spoke to, and the advice given. Clinics should follow a triage protocol where a licensed clinician evaluates any report of adverse events within business hours and documents recommendations and any prescriptions or referrals.

If front-line customer service cannot resolve your issue, escalate to the regional manager or corporate patient experience team; request a ticket or reference number and a timeline for response (e.g., 48–72 hours). If the response is unsatisfactory and a clinical complication is involved, request written clarification, consider seeking an independent clinical opinion, and document all medical interactions. For billing disputes that are not resolved amicably, retain all written evidence and understand state consumer protection laws; many states have specific regulations for pre-paid elective medical services.