LaserAway Customer Service — Professional Guide
Overview and What to Expect
LaserAway is a national provider of cosmetic laser treatments and injectables; customers typically interact with both local clinics and a centralized customer-service function. In practice, expect a two-part relationship: the local clinic handles scheduling, pre/post-care instructions, and immediate clinical concerns, while corporate customer service assists with billing disputes, membership administration, and escalations. Understanding which channel handles which issue reduces resolution time.
Appointments commonly begin with a 10–30 minute consultation and a separate treatment block that varies by procedure: small areas (upper lip, chin) are often 5–15 minutes, while larger zones (full legs, full back) can take 30–90 minutes. Typical treatment courses also vary: for laser hair reduction, plan on 4–8 sessions spaced 4–12 weeks apart depending on the device and hair growth cycle. Having realistic timelines up front helps prevent dissatisfaction and repeat contacts.
Contact Channels and How to Reach Help
LaserAway’s primary public contact point is their website (https://www.laseraway.com), which is the fastest way to book, view clinic hours, and access account information. Most clinics also list a direct phone number on their location page; use that number for same-day changes, arrival delays, or immediate clinical questions. For billing, memberships, or account disputes, the corporate customer care team is generally routed through the website portal or a corporate phone line listed on the site.
When contacting customer service, prepare concise documentation: appointment date/time, clinic location, provider name, and any relevant photos or receipts. If you need faster responses, call the clinic directly during business hours; if the issue is billing or membership-related, submit a ticket through the website so there is a timestamped record.
- Primary contact sequence: 1) Local clinic phone (for same-day or clinical concerns); 2) Website account/ticket (billing, refunds, membership); 3) In-clinic manager; 4) Corporate escalation via website portal. Keep appointment confirmations and all receipts.
Booking, Pricing, Cancellation and Refund Policies
Pricing is procedure- and market-dependent. As a practical benchmark (industry-standard ranges as of 2024): single-session fees commonly range from $30–$150 for small areas (upper lip, underarm) and $200–$600 for large areas (full legs, back). Package pricing and membership plans reduce per-session cost; many patients purchase multi-treatment packages or monthly membership programs to lower long-term expense. Always ask for an itemized estimate and whether taxes, facility fees, or additional product charges apply.
Cancellation policies vary by location but typically require 24–48 hours’ notice to avoid a fee. Fees often equal a percentage of the scheduled service (commonly 25–50%) or the value of the first treatment in a packaged set if absent without notice. Refunds for unused prepaid packages may be governed by state laws and company policy—expect administrative review and possible processing times of 7–30 business days. Ask for the written cancellation and refund policy when you buy a package.
Clinical Staff, Safety and Device Details
Quality customer service in medical aesthetics depends on qualified clinical staff. Laser procedures should be performed or supervised by licensed providers: registered nurses (RNs), nurse practitioners (NPs), physician assistants (PAs), or physicians (MD/DO) depending on state scope-of-practice rules. When you book, ask who will perform the treatment and confirm their credential and experience with the specific device.
Devices differ by wavelength and target tissue. Common platforms include diode lasers (around 800–810 nm) for hair removal, Alexandrite lasers (755 nm) for lighter skin types and pigment, and Nd:YAG (1064 nm) for darker skin types and deeper targets. A competent clinic will perform a patch test, document Fitzpatrick skin type, and adjust fluence and pulse duration accordingly. Ask for the device name and whether a patch test is included at no charge.
Handling Problems, Complaints and Escalation Paths
For minor clinical reactions (redness, blistering, prolonged discomfort), contact the treating clinic immediately—most react within 24–72 hours and can advise topical care or schedule an evaluation. Document the issue with dated photographs, symptom descriptions, and any self-care steps you took. This documentation speeds triage and is essential if you later need billing adjustments or a refund.
If initial clinic responses are unsatisfactory, escalate methodically: 1) request to speak with the clinic manager; 2) open a formal ticket via the corporate customer-service portal and include your documentation; 3) if unresolved, ask for written appeal instructions. For serious adverse events or suspected negligence, contact your state medical board or consumer protection agency. Retain all consent forms and receipts—these are the primary evidence used in formal reviews.
Practical Pre- and Post-Appointment Checklist
- Before arrival: confirm appointment time, avoid sun exposure for 2 weeks, stop self-tanners 2–4 weeks, avoid photosensitizing drugs (ask provider about current medications), shave the treatment area 24 hours prior if instructed, and bring a photo ID and method of payment.
- At the clinic: verify provider credentials, request the device name and patch-test protocol, read the consent form fully, and ask for an itemized estimate and expected number of sessions.
- After treatment: follow written post-care (cooling, no hot tubs or aggressive exfoliation for 48–72 hours), monitor and photograph any unexpected reactions, and schedule follow-up as advised. For billing issues, submit photos and receipts with your website ticket.
