Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/13/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I had my second laser treatment at Milan Laser (full legs, face, and underarm on 11/8/24). I had a bad allergic reaction the first time I had the procedure done on 10/1/24 that lasted about 2 weeks and was instructed by Milan to use an anti-inflammatory, itch cream, and allergy medicine in preparation for my 2nd appointment because they said I would likely have the same reaction. Despite ibuprofen, antihistamines, hydrocortisone cream, aloe vera and cold compresses I had a severe histamine reaction the second time (Pictures attached). My legs were so swollen and painful I could not sleep or bend my legs the first night. I even took allergy medicine and ibuprofen 2 days prior to the appt. My face and armpits are fine and have not had any reaction, but this is not sustainable for my legs. I can’t even get relief for weeks and this time my legs started to blister on day 3 (pictures attached). I don’t know why my legs react so differently from the other two areas? It is so weird. I need to receive a refund for the leg contract and cancel it. I will continue to pay for the face (underarms were free because I signed the same day I went in for a consult) but I can’t keep going through this process with my legs. I am worried I am going to have permanent scarring if I continue to have reactions this bad. It is nothing against the person who does the laser. She is awesome. For some reason my legs just cannot tolerate the procedure. Please let me know what I can do to end the leg contract and get a refund. I can’t do this process 7 more times on them. I had no idea I would react like this or I never would have opted to get full legs done. I have reached out to my local facility via email, but have not heard back from them. I cannot continue to pay thousands of dollars for the leg treatments when my body cannot tolerate it and I will not be continuing. Thank you for your help Milan.
Business response
11/13/2024
***** ******** became a client of Milan Laser on 09/30/2024 when they participated in a free consultation. At the conclusion of the consultation, ***** purchased a package for laser hair removal. On 10/08/24, Milan Laser was notified that ***** received a complication from a treatment.
Milan Laser aims to be the top provider of laser hair removal by delivering a personalized experience and world-class customer service. Utilizing ongoing medical research and the best-trained staff, we guarantee permanent results. Milan Laser was founded on the belief that laser hair removal should be safe and effective for all clients. Since Milan Laser only specializes in laser hair removal and has continuous training and oversight from a committee of MD’s, complications are exceedingly rare. Our providers are extensively trained from day one, covering everything from laser physics to medical conditions. While complications are very rare, Milan is committed to operating with integrity and transparency. This is why we outline potential risks, including pain, burns, and blistering, in our consent forms, which are acknowledged upon signing. Despite this acknowledgement, we want to ensure we are doing right by our Clients. Therefore, ***** received a partial refund to the area(s) affected by this reaction and stopped treatment to these area(s).
At Milan, we pride ourselves in providing exceptional customer service, and delivering exceptional laser hair removal results. Our results are guaranteed and customer satisfaction is our priority. *****'s complaint was handled quickly and we hope to see them in the future when they are ready to continue laser hair removal treatments.Customer response
11/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ********Initial Complaint
11/07/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
6/28/2023 I signed a Milan laser contract. I had 2 sessions after realizing that my skin would develop bad breakouts after treatment. My skin was not responding well because I started to develop cystic acne, breakouts, and irritation on my chin, jaw, & neck. I was not happy with this. I skipped a few sessions to see if my skin would get better and it did improve a little but, left me with dark marks. At this time I stopped my monthly payments because I didn’t feel I should continue to pay for a service that my skin did not respond well too. I reached out to Milan laser to tell them about my reaction and see what can be done. A nurse called me and her solution was to stop treatment in the area or continue treatment but, avoid the spots that were irritated, this would not be possible because my entire jawline & neck had broken out. I really know what else to do & didn’t see how continued laser treatment would benefit me so, I stopped using their services altogether and reached out to a dermatologist for help with the issue. My contract was **** for chin & neck to be paid by monthly installments of 156 for 24 months. I think I made about 3 installment payments before deciding that I will not continue treatment because my skin was reacting so badly. I want to be billed for the treatments received, instead of an entire contract because I will not be returning for further treatment.Business response
11/08/2024
In response to the complaint from **** *******.
**** ******* became a client of Milan Laser Hair Removal on 6/28/23 when they participated in a free consultation. At the conclusion of the consultation, **** ******* decided to purchase laser hair removal. Their choice of payment was Milan Funded. In our purchase agreement with **** *******, they signed and agreed to all sales being final and scheduled their first treatment.
On 11/08/24 Milan Laser was informed that **** ******* filed a complaint with the BBB. A member of Milan's Client Services Team spoke with **** *******, and found that they chose to discontinue future treatments. At this time, it was determined to refund **** ******* for the treatments they have not yet received.
At Milan, we pride ourselves in providing exceptional customer service, and delivering exceptional laser hair removal results. Our results are guaranteed and customer satisfaction is our priority. **** ******* complaint was handled quickly and we hope to see them in the future when they are ready for laser hair removal.
Customer response
11/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** *******Initial Complaint
10/29/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I signed up for unlimited hair removal and went through finance Co they provided me with, I've been paying $252 a month for past 7 months, the full amount is $6042. My roommate moved out unexpectedly so I had to get a second job to be able to pay my rent the only available day I have to get treatments are Saturday mornings I called to reschedule my Friday appointment for a Saturday appointment they had nothing available until 3 weeks out which would have made it like 9 weeks between my last treatment they're only open every other Saturday. So I called to see if I could get out of my contract for two reasons one I can't afford and two the availability for me to go is not there. The lady would not tell me who I'm getting my loan through I could not find it on the paperwork she sent me and basically told me I cannot get out of it because I'm in a contract. I don't understand this since I pay them $250 a month and I'm only getting my lower leg and chin done I looked at other laser places and none of them charge that much per session. It also says in the contract if you quit paying then you don't get the unlimited laser hair removal which I don't really understand why you would need unlimited hair removal for life if their lasers permanently remove the hair why would I need lifetime laser hair removal treatments.Business response
10/30/2024
In response to the complaint from **** *******.
**** ******* became a client of Milan Laser Hair Removal on 3/25/24 when they participated in a free consultation. At the conclusion of the consultation, **** ******* purchased laser hair removal. Their choice of payment was through ***** *******. In our purchase agreement with **** *******, they signed and agreed to all sales being final and scheduled their first treatment.
On 10/30/24, Milan Laser was informed that **** ******* filed a complaint with the BBB. A member of Milan's Client Services Team spoke with **** *******, resolved their concerns and offered an appropriate solution.
At Milan, we pride ourselves in providing exceptional customer service, and delivering exceptional laser hair removal results. Our results are guaranteed and customer satisfaction is our priority. **** ******* complaint was handled quickly and we are happy to have resolved this concern and to continue to be a part of their hair-free journey.Initial Complaint
10/22/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I signed up at Milan Laser on October 16th. I haven’t had any treatments yet. I just lost my job and there’s absolutely no way I can afford this now. The loan is for $6400 and $179 a month. I could understand if I’ve had treatments already but I haven’t so they’re not out anything. I called the office with no resolve.Business response
10/24/2024
In response to the complaint from ****** ******.
****** ****** became a client of Milan Laser Hair Removal on 10/16/24 when they participated in a free consultation. At the conclusion of the consultation, ****** ****** decided to purchase laser hair removal. Their choice of payment was External Lender. In our purchase agreement with ****** ******, they signed and agreed to all sales being final and scheduled their first treatment.
On 10/23/24 Milan Laser was informed that ****** ****** filed a complaint with the BBB. A member of Milan's Client Services Team spoke with ****** ******, and found that they chose to discontinue future treatments. At this time, it was determined to refund ****** ****** for the treatments they have not yet received.
At Milan, we pride ourselves in providing exceptional customer service, and delivering exceptional laser hair removal results. Our results are guaranteed and customer satisfaction is our priority. ****** ****** complaint was handled quickly and we hope to see them in the future when they are ready for laser hair removal.
Customer response
10/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ******Initial Complaint
10/21/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
May 21, 2019 is the day on my credit report. The amount was/is for $4,965.00. The areas I chose were chin, underarms, and my Brazilian, which includes bikini line, buttocks, pubic region, etc. I signed up for payment plans, I was talked into this by the manager at the time and reassured that I would never regret this decision. I believe a went and got four-five sessions done, on the last session I had swelling and red blotches, as well as raised bumps on my pubic region. When u called to make sure something wasn’t going on I was told to get ice and take Tylenol, which I did. I took a break for a while and when I decided to start working on the hair removal again, I was treated like a “risk case”, as a liability for the person doing the removal. So, I was discouraged from continuing, yet again. I got to the point where I needed to get this done, made an appointment, when I went to the office for the paid for areas to be treated, I sat in the room with the tech as she continued trying to educate me about the skin and a bunch of time was spent on her talking. After that, she decided, yet again that she was sure, that I had been in the sun, when I had not. She said my skin was too dark and she didn’t feel as though I was at a baseline skin tone, yet it was the first time she and I ever met. There were no pictures taken of me back when I had signed up for the service, yet she was so positive she knew my skin color in or out of the sun. She refused to do the service, she said she would do my chin area, as I told her I need my chin done that day, being that I was told to shave SHAVE my face, before my appointment. She said she would only do the absolute lowest setting and I think she touched my chin three times on each side. She did nothing close to the chin area the original tech did originally. Now, as as 34 year old female, I have to sit in the mirror and try my best to pluck thick black hairs off my face after nearly $5000.00 loan.Business response
10/31/2024
In response to the complaint from ******* *****.
******* ***** became a client of Milan Laser Hair Removal on 5/21/19 when they participated in a free consultation. At the conclusion of the consultation, ******* ***** purchased laser hair removal. Their choice of payment was through an External Lender. In our purchase agreement with ******* *****, they signed and agreed to all sales being final and scheduled their first treatment.
On 10/22/24, Milan Laser was informed that ******* ***** filed a complaint with the BBB. A member of Milan's Client Services Team spoke with ******* *****, resolved their concerns and offered an appropriate solution.
At Milan, we pride ourselves in providing exceptional customer service, and delivering exceptional laser hair removal results. Our results are guaranteed and customer satisfaction is our priority. ******* *****'s complaint was handled quickly and we are happy to have resolved this concern and to continue to be a part of their hair-free journey.
Initial Complaint
10/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I started laser hair removal and have only had a couple of sessions done. I have a histamine reaction with swelling and pain that lasts for a week after treatments. I want to stop treatments and payments but Milan laser says that I have to pay the full balance even though I am not receiving all 10 treatments.Business response
10/08/2024
In response to the complaint from ******* *******.
******* ******* became a client of Milan Laser Hair Removal on June 19, 2024, when they participated in a free consultation. At the conclusion of the consultation, ******* ******* decided to purchase laser hair removal. Their choice of payment was Allegro and to pay Milan directly In our purchase agreement with ******* *******, they signed and agreed to all sales being final and scheduled their first treatment.
On October 7, 2024, Milan Laser was informed that ******* ******* filed a complaint with the BBB. A member of Milan's Client Services Team spoke with ******* *******, and found that they chose to discontinue future treatments. At this time, it was determined to refund ******* ******* for the treatments they have not yet received.
At Milan, we pride ourselves in providing exceptional customer service, and delivering exceptional laser hair removal results. Our results are guaranteed and customer satisfaction is our priority. ******* ******* complaint was handled quickly and we hope to see them in the future when they are ready for laser hair removal.Customer response
10/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* *******Initial Complaint
09/13/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I entered into a consultation on 8/28 and while I was informed on technology used, I didn't fully understand what the treatment would entail, additionally I don't believe I was properly informed as to what payment would entail as I didn't know that a loan would be taken out for me as information was limited over the phone and documents were handled through docusign. Additionally, I felt like I was being pushed to accept payment as fast as possible and was under pressure not to say no. As for treatment, I have autism and am fairly sensitive to touch and I've determined that the treatment and conditions aren't suitable for me which I feel would've been determined if I was able to see the equipment, facilities, or process used beforehand. I've tried contacting the business but I haven't heard back from them as of 9/13 at 2:30.Business response
09/16/2024
In response to the complaint from **** ******.
**** ****** became a client of Milan Laser Hair Removal on 8/28/24 when they participated in a free consultation. At the conclusion of the consultation, **** ****** decided to purchase laser hair removal. Their choice of payment was to be split funded, partially financed through an external lender & the to partially pay Milan directly. In our purchase agreement with **** ******, they signed and agreed to all sales being final and scheduled their first treatment.
On 9/16/24 Milan Laser was informed that **** ****** filed a complaint with the BBB. A member of Milan's Client Services Team spoke with **** ******, and found that they chose to discontinue future treatments. At this time, it was determined to refund **** ****** for the treatments they have not yet received.
At Milan, we pride ourselves in providing exceptional customer service, and delivering exceptional laser hair removal results. Our results are guaranteed and customer satisfaction is our priority. **** ****** complaint was handled quickly and we hope to see them in the future when they are ready for laser hair removal.
Customer response
09/16/2024
Better Business Bureau:
I have reviewed the response made by the business both in person and through these communications in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ******Initial Complaint
09/12/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
The product does not work as advertised. My hair is blonde so laser hair removal does not fully remove the hair. I went in for one visit and was uncomfortable so I blocked them with withdrawing from my account. I'd like a refund and the cancellation of my program. I reached out twice to the billing office about this. The first time they said they'd have the local location call to iron things out, and the second time claimed to escalate the issue to the general manager. They have no incentive to actually cancel my program because they'd lose their commission so they're ignoring me.Business response
09/12/2024
In response to the complaint from ****** *******.
****** ******* became a client of Milan Laser Hair Removal on 03/19/2024 when they participated in a free consultation. At the conclusion of the consultation, ****** ******* decided to purchase laser hair removal. Their choice of payment wasPAY MILAN DIRECTLY. In our purchase agreement with ****** *******, they signed and agreed to all sales being final and scheduled their first treatment.
On 09/12/2021 Milan Laser was informed that ****** ******* filed a complaint with the BBB. A member of Milan's Client Services Team spoke with ****** *******, and found that they chose to discontinue future treatments. At this time, it was determined to fully refund ****** *******.
At Milan, we pride ourselves in providing exceptional customer service, and delivering exceptional laser hair removal results. Our results are guaranteed and customer satisfaction is our priority. ****** *******'s complaint was handled quickly and we hope to see them in the future when they are ready for laser hair removal.Initial Complaint
09/11/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I signed a contract with Milan Laser hair removal for under arms and brazilian laser hair removal. After attending a few sessions I realized I could not bare the pain and I was told that it could be due to my menopausal hormone replacement therapy. I am still with the hormone replacement therapy as I need this for my well being. The clinic manager offered me a new treatment that promised to alleviate the pain but since then i have found it difficult to travel to the clinic for my treatment since I am also taking time from work for the hormone therapy. I have made payments to my loan company but i asked them to stop payment and they said it needs to be cancelled by the clinic. The clinic manager said to me that it cannot be cancelled. $4,831 which I have made approximately $1,831 in payments .Business response
09/12/2024
In response to the complaint from ****** ********.
****** ******** became a client of Milan Laser Hair Removal on April 18, 2023, when they participated in a free consultation. At the conclusion of the consultation, ****** ******** decided to purchase laser hair removal. Their choice of payment was an Allegro. In our purchase agreement with ****** ********, they signed and agreed to all sales being final and scheduled their first treatment.
On September 11, 2024, Milan Laser was informed that ****** ******** filed a complaint with the BBB. A member of Milan's Client Services Team spoke with ****** ********, and found that they chose to discontinue future treatments. At this time, it was determined to refund ****** ******** for the treatments they have not yet received.
At Milan, we pride ourselves in providing exceptional customer service, and delivering exceptional laser hair removal results. Our results are guaranteed and customer satisfaction is our priority. ****** ******** complaint was handled quickly and we hope to see them in the future when they are ready for laser hair removal.
Initial Complaint
08/22/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I went in to Milan on 7/31/24 for my first consultation and had my first treatment the same day. I was pressured into signing up for the package, high pressure sales, loan and costs not explained at all. They did not mention the amount of services would be $11,119 nor $5000 for the financing amount. I would have never signed up for the financing; I would have made sure with my parents. I am a student, no income; and was never told that this was a loan nor details about it ie payment agreement - annual rate of 19.9%. for credit. I was asked to sign on an IPAD two spots, so small could not read any of the documents. No copies were provided to me when signing on checkout. They told me was for services that day.Later when I called office requesting copies of this contract on 8/19; they were then sent to my email only. On 8/1/24 I also called their office; explaining I had been in pain after first treatment, and I wanted to cancel all future services. Next appt for second treatment cancelled for 8/31. I cannot have any more treatments; pain was so bad. Was told a RN would call back RE; pain issues on 8/20. Nobody called back, been 3 days later. My mother called 8/19 to talk with the clinic manager, for cancelling any future services. (asked for the contracts to be resent - sent to my email later in day) Also called 8/20, left message for manager to call me back, was in a mtg. Did not call back rest of day, next day either. I clarified if Fri am would I get a call back? At this point, so much run around-ridiculous, not assisting on cancelling of any future services. Not able to have any more treatments due to the pain. How did I qualify for this loan without any SS info given? Ridiculous. Please help me have Milan Laser Hair Removal to cancel any future listed amounts due; payments for me which are not even rendered. Help me to cancel any payment agreements and refund all funds back to Synchrony bank. I just want my contract voided. Thankyou.Business response
08/30/2024
******* ******** became a client of Milan Laser Hair Removal on July 31, 2024, when they participated in a free consultation. At the conclusion of the consultation, ******* ******** purchased laser hair removal. Their choice of payment was a Synchrony Bank loan and Milan Funding. In our purchase agreement with ******* ********, they signed and agreed to all sales being final and scheduled their first treatment.
On August 22, 2024, Milan Laser was informed that ******* ******** filed a complaint with the BBB. A member of Milan's Client Services Team attempted to reach ******* ******** via phone and sms message on August 23, 2024, via phone and sms message on August 26, 2024, and via phone and email on August 28, 2024. We were not able to connect with ******* ******** to address their concerns.
At Milan, we pride ourselves in providing exceptional customer service, and delivering exceptional laser hair removal results. Our results are guaranteed and customer satisfaction is our priority. If we are able to connect with ******* ********, we would be happy to address their concerns and come to an amicable resolution.Customer response
09/10/2024
Complaint: ********
I am rejecting this response because:
Sincerely,
******* ********
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
296 total complaints in the last 3 years.
104 complaints closed in the last 12 months.