ComplaintsforMilan Laser Hair Removal

• Initial Complaint

  03/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I began treatment around Spring of 2021 with Milan Laser Hair Removal. When first meeting for my consultation I was rushed into signing a contract without given time to read thoroughly for myself. I asked about a cancellation or refund process if I decided I didn't like treatment and I was guaranteed a refund if not satisfied for future treatments. I was placed on a payment plan that originally I was told to be ** months and is now ** months. I was receiving treatment for about 2-3 sessions when I noticed burns I'm the area of which I was being treated. I mentioned it in my next treatment and was told I would receive a call but nothing more. Once I asked about my remaining balance hoping to pay the rest off, it was well over $***** and I was already making hefty payments prior. I simply want to be refunded for the treatments I have been given, this has been a horrible experience and I never want to try laser hair removal again

  

  Business response

  04/20/2022

  Business Response /* (1000, 5, 2022/03/28) */ In response to complaint from Alexandria *******: Alexandria ******* became a client of Milan Laser Hair Removal on 4/8/2021 when she participated in a free consultation. At the conclusion of the consultation, Ms. ******* decided to purchase laser hair removal on two areas. Her choice of payment was through monthly reoccurring payments to Milan. In our purchase agreement with Ms. *******, she signed and agreed to all sales being final. Ms. ******* then received a treatment same day on one area and scheduled and completed her first treatment on the other area on 4/12/2021. Following her first treatments, Ms. ******** stated she had a reaction on a portion of the treated area on her skin. Milan's Medical Management Team reached out to gather information about Ms.********* skin reaction but was unsuccessful in contacting her. Ms. ******* went on to receive 4 more treatments on her purchased areas and a complimentary treatment on an area she did not purchase. On 3/14/2022, Milans payments team reached out to Ms. ******* in regards to her monthly reoccurring payment declining. Ms. ******* then called the clinic and scheduled to meet the Clinic Manager in person on 3/17. during that meeting, Ms. ******* mentioned the skin reaction she had at her first session, a year ago. Ms. ******* mentioned that she believed she saw another reaction 4 months ago during a treatment. A follow up with our medical team was scheduled for 3/18/2022 for her next treatment and to have our medical provider assess the area. Ms. ******* did not show up to this appointment. Milans clinic team requested that an individual from Milans Medical Management Team reach out again as a courtesy to check in, but did not hear back. On 3/24/22, Milan was informed that Ms. ******* filed a complaint with the BBB. One of Milan's Regional Sales Managers has also called, left messages, and sent emails to Ms. ******* but has not heard back form Ms. ******* as of yet. To recap, Ms. ******* purchased our services on 4/8/2021 and has received 5 treatments. Milan Laser is happy to continue to communicate and discuss a medical plan for Ms. ******* to continue with her laser hair removal process and discuss getting caught up with her due payments for treatment. 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. Ms. ********* request for discontinuing services were taken care of quickly.

• Initial Complaint

  03/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I went to Milan because I had unwanted black hair growing on my face. Milan advised me they could rid of it but it doesn't work on grey hair. Since I didn't have any grey hair in my face I agreed. Every since I been getting this procedure my black hair has turned grey. I'm having to pay to get my face waxed on top of paying them for a procedure that didn't work. I would like my contract canceled and to be refunded. The company is supplying misleading information. They have made my unwanted hair situation even worse. I'm very unhappy with this service. The lady that did my initial appointment advised since you don't have grey hair you don't have anything to worry about. Horrible, they provide misleading information to get you in a contract

  

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2022/03/21) */ Contact Name and Title: Misty ****** - VP of Sale Contact Phone: ********** Contact Email: *************************** In response to ID #********* Tara ****** became a client of Milan Laser Hair Removal on November 28, 2020 when she contacted us for laser hair removal services. Tara participated in a free consultation on 11/28/20. At the conclusion of the consultation, Tara decided to purchase laser hair removal. Her choice of payment was financing through ****, with whom she entered a contractional loan for her services. I received notice of BBB complaint on 3/19/22 stating that Tara's treatments were not responding to treatment. I spoke with Tara on 3/25/22 and Tara was concerned that her treatments were not working in the manner she thought they would and I absolutely agreed to refund the purchase price of her face area. It is our priority to do what is best for our clients and to operate with high integrity. To recap, Tara is receiving a full refund for the area that she feels is not responding to treatment, which is her Full Face and Neck package. I submitted refund to our accounting department today, 3/25/22. Consumer Response /* (2000, 7, 2022/03/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Very Satisfied

• Initial Complaint

  03/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Cancelled my services with them before I started. Was required to pay via a loan with **** that needed to be cancelled. Was told it would be taken care of and then never heard anything back. So I contacted **** to let them know what happened so **** filed a dispute and then told to contact Corporate. I called and have since been told by two people at Milan everything will be taken care of. Now I am getting calls, text, and emails from Samantha ******** demanding to talk to me essentially threatened she will not close my account by saying the dispute is not valid. When I asked what information she needed, she wanted to know why I am closing my account. This information was provided three times. I let her know I have already provided this information three times and asked her to close the account again.

  

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2022/03/18) */ In response to complaint from Ms. Adia ******; Adia ****** became a client of Milan Laser Hair Removal on 2/21/22, when she visited Milan and participated in a free consultation. At the conclusion of the consultation, Ms. ****** decided to purchase laser hair removal on multiple areas of the body. Her choice of payment was through **************. In our purchase agreement, Ms. ****** signed and agreed to all sales being final and booked her first session for 2/23/22. On 2/25/2022, Ms. ****** informed the Clinic Manager that she wanted to cancel her services. Our Client Care team reached out to Ms. ****** multiple times leaving voicemails to speak to Ms. ****** in regards to her request. On 3/9/22, Ms. ****** filed a dispute with ************** whom she had a contract with to pay for her services with Milan. Ms. ****** and our Client Care team communicated and it was determined to complete a full refund as she wished to discontinue her treatments. Ms. ****** was frustrated as she was already told by a Milan Clinic Manager that her refund was complete. Unfortunately, this Clinic Manager was no longer at the location she purchased through, which is likely what caused communication between Ms. ******, the Clinic Manager, and the Client Care team. On 3/11/22 Ms. ****** filed a complaint with the BBB. At this time, Milan's Client Care team confirmed Ms. ******* full refund was already processed and there was no further action needed. To recap, Ms. ****** purchased our services on 2/21/2022 and received a full refund on 3/9/2022. 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. Ms. ****** refund request and complaint with the BBB has been taken seriously by Milan.

• Initial Complaint

  02/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I agreed to a free consultation on July 20, 2021 at the ************* location. During the consultation, Judyth used different tactics to entice me to purchase. She informed that if I acted soon I would receive **% off my purchase. I was coerced into giving them my credit card and signing a contract. The billing process and payments information was misleading. I was informed it would be a monthly payment but I didn't know I had to pay off a loan and I was unaware the payment would be 24 months not 12 months. My first appointment was August 2, 2021 , then next was September 7, 2021. They canceled my October appointment but I was able to have my next appointment November 17, 2021. They later canceled my appointments for the next two months so I didn't receive treatment for December or January. So far I have received 3 out of 6 treatments but money is still being taking out of my account each month. I'm now having financial hardships and wish to cancel and withdraw my consent for treatment and cancel the billing process. I don't want to keep paying and I'm not receiving the treatment that I am paying for. I can no longer keep up with these payments and I recently received a email informing me of a increase in pricing. I was not inform before signing that there could be an increase in pricing of service and the prices don't fit in my financial budget. I spoke with an employee on January 19 2022 ,the day of my appointment, literally a hour before my appointment and it takes me over an hour to get to them, just for them to cancel my appointment again. So I told them I wanted to just cancel the treatment altogether. I was told that they could not do that and she would have to speak with a manager and get back to me. I have yet to hear from anyone and this has been since the beginning January 2022, it is now a month later. I was told in the process of signing that I could withdraw my consent for treatment at any time but now I'm being told I can't cancel my treatment plan.

  

  Business response

  03/02/2022

  Business Response /* (1000, 5, 2022/02/14) */ In response to complaint from Ms. Jaquesha ******; Jaquesha ****** became a client of Milan Laser Hair Removal on 7/20/21, when she visited Milan and participated in a free consultation. At the conclusion of the consultation, Ms. ****** decided to purchase laser hair removal. Her choice of payment was through a combination of monthly payments to Milan and a set loan with **************. In our purchase agreement with Ms. ****** signed and agreed to all sales being final and booked her first three treatments in August, September, and November. Unfortunately, Ms. ****** had 2 separate appointments cancelled due to the clinic being exposed to a covid exposure and another time due to the laser needing maintenance. On 2/9/2022, Milan was informed that Ms. ****** filed a complaint with the BBB. Milan's Regional Director then reached out to Ms. ****** and learned that she wanted a refund. The Regional Director empathized with the client as cancelling appointments at Milan is extremely rare, but unfortunately Ms. ******** clinic had a few unfortunate events that effected Ms. ******** treatments. At the conclusion of the call, our Regional Director determined to complete a refund for the treatments that Ms. ****** had not yet received. While we are sad to lose Ms. ****** as a client, we believe this was the best solution to show great customer service. The refund was submitted the same day and complete by 2/10/2022. To recap, Ms. ****** purchased our services on 7/20/2021 and received a refund on 2/10/2022. 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. Ms. ******** complaint with the BBB has been taken seriously by Milan.

• Initial Complaint

  02/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  on 1/4/22 I went to get a consultation and after what was said I decided I should wait to begin my Treatment. I was told if I didn't do it that day that the price was going to be way higher then what I would pay monthly . Like ***$ more. I really knew I wasn't able to pay that so I felt I was rushed in making a decision to go forward with that treatment and started my monthly payments that day. On 1/6/22 I received my first treatment. A week later I ended up moving unexpectedly. I called and asked if they could cancel my treatment and payments because I moved where there wasn't a Milan Laser and I wasn't going to pay for treatment I wouldn't be receiving . They told me I couldn't cancel anything and that the closets Milan Laser was 90 miles away. I asked if they expected me to drive over an hour an a half away for a treatment and they said yes. They told me it was no way at all to cancel my payments since I had 1 treatment done. so I asked how much would it be to pay that 1 session off and they said it wasn't possible. So they just expect me to keep paying without giving me any options. I can't afford to pay what I pay a month especially if i'm not able to receive the service. I don't like how they handle my request and they just got over on me and taking my money.

  

  Business response

  03/02/2022

  Business Response /* (1000, 5, 2022/02/14) */ BBB In response to complaint from Ms. Miya ****; Miya **** became a client of Milan Laser Hair Removal on 1/4/2022, when she visited Milan and participated in a free consultation. At the conclusion of the consultation, Ms. **** decided to purchase laser hair removal. Her choice of payment was through monthly payments to Milan. In our purchase agreement with Ms. **** she signed and agreed to all sales being final and booked her first treatment on 1/6/2022. On 1/26/2022, Milan's Clinic Manager spoke with Ms. **** over the phone and learned that she was moving to another state. The Clinic Manager told Ms. **** that due to the client already receiving treatments, Milan would not submit a refund but she was welcome to travel to her nearest Milan location. Ms. **** then reached out to schedule her treatment at another Milan Clinic. On 2/6/2022, Milan was informed that Ms. **** filed a complaint with the BBB. Milan's District Manager then reached out to Ms. **** and learned that she wanted a refund due to moving out of state. The District Manager discussed dropping off an area and re-educated Ms. **** on our Unlimited Package to ensure the client understood she has treatments for life. At the conclusion of the call, Ms. **** decided to keep her purchase and her next treatment with Milan. We are extremely happy to have her as a client. To recap, Ms. **** purchased our services on 1/4/2022 and received communication as soon as we were made aware of her 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. Ms. ****** complaint with the BBB has been taken seriously by Milan.

• Initial Complaint

  01/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have completed about four sessions with Milan and received satisfactory results. I just recently moved states and unfortunately have been hit with significant hardship. Upon signing up, I was not informed that there was no such thing as cancellation or pause of payment/treatment. I reached out to the local office to explain my hardship and needing to cancel my service. I requested to speak to a manager to which I was told they were too busy to speak with me and also they were "booked with appts for the whole day." The girl proceeded to also say that there was nothing they could do to help and no options for financial hardship. Not only was that shocking to hear, but the lack of help in general or escalation to a higher person in management was ridiculous. I find it hard to believe that a company of this magnitude would not have options for clients who unexpectedly face financial hardship especially during a pandemic. I am not asking for a refund of the treatment I've undergone, but simply a cancellation of service.

  

  Business response

  03/25/2022

  Business Response /* (1000, 10, 2022/03/14) */ In response to ID #********* Ms ******** became a client of Milan Laser Hair Removal on 4/22/21 when she contacted us for laser hair removal services. Ms. ******** participated in a free consultation on 4/22/2021. At the conclusion of the consultation, Ms. ******** decided to purchase laser hair removal. Her choice of payment was through ****, whom she entered a contractional loan for her services. In our purchase agreement with Ms. ******** signed and agreed to all sales being final. At her will, Ms. ******** stated she did not want to continue with her laser hair removal treatments that she purchased until March 1st 2022. On March 1st Ms. ******** contacted us requesting to cancel her services and payments. Ms. ******** visited with the clinic manager at our ************* location on March 1st. At that time the clinic manager reached out to Ms ******** and came to an agreement. Ms ******** expressed her gratitude for the resolution. 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. Ms. ********** request for discontinuing services was taken care of quickly.

• Initial Complaint

  01/18/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have signed a contract (unsure if it is legally binding) on 12/14/2021 and began medical laser treatments on 01/03/2022. I am very suspicious of the company in general due to the fact they are letting someone, which is usually the clinic manager, to sign these 'contracts' for 3rd party lenders on their behalf. The clinic manager Madison cohered me into buying a full body treatment package in which at the time I was excited for but looking at the pricing, what the package entails, as well as medical concerns has made me look the other way. They make you feel pressured that you have to do this. I was pressured by signing the contract. The contract however does not entail any cancelling information nor did the manager disclose that information. I called the clinic 1/17/2022 around 5pm asking to cancel the contract/treatments yet the manager was stalling and switched topics talking about loan issues. I asked is there someone else I can talk to about the cancellation, and she said yes, her supervisor will be calling me very shorty. Which never happened. These treatments are painful and the results are temporary hence I am requesting to cancel this 'contract' and ask for a refund if applicable.

  

  Business response

  02/28/2022

  Business Response /* (1000, 10, 2022/02/14) */ In response to ID #********* Mr ***** became a client of Milan Laser Hair Removal on 12/14/2021 when he contacted us for laser hair removal services. Mr ***** participated in a free consultation on 12/14/2021. At the conclusion of the consultation, Mr ***** decided to purchase laser hair removal. His choice of payment was through ****, whom he entered a contractional loan for his services. In our purchase agreement with Mr. *****, he signed and agreed to all sales being final. At his will, Mr. ***** stated he did not want to continue his laser hair removal treatments that he purchased until January 18th 2022. On 1/18/2022 Mr. ***** contacted us requesting to cancel his services and payments with Milan. Mr ***** visited with the Clinic Manager at our ********* location on 1/18/2021. At that time the Clinic Manager notified the District Manager of Mr ******* request to cancel his package. The District Manager contacted Mr ***** agreeing to cancel the contract minus the service that was completed. Mr ***** would be responsible for the Laser Hair Removal treatments that were completed. In conclusion of our conversation, we came to a resolution and we granted a partial refund in the amount of $********* back to Mr. ***** on 1/18/2022. The services that were completed is in the amount of $******* and will be the responsibility of Mr *****. To recap, Mr. ***** purchased our services on 12/14/2021. Mr. ***** requested to stop services and payments on 1/18/2022. On 1/18/2020 his request was granted at the cost of $*********. 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. Mr. ******* request for discontinuing services was taken care of quickly.

• Initial Complaint

  01/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I'm writing regarding my experience at Milan Laser ********* today, January 14, 2022. When I arrived, the woman at the front desk was not wearing a mask despite the local ordinance requiring masks indoors. According to the Milan Laser website, all employees at your location should be wearing a mask: "We are following local regulations, and our team will wear face masks when deemed necessary by local officials." I had planned on purchasing additional hair removal packages during my visit today (for legs and bikini) but, based on my experience, I no longer want to support this business. I'm requesting a refund for my underarm package

  

  Business response

  02/14/2022

  Business Response /* (1000, 8, 2022/01/31) */ In response to complaint from Ms. Katherine *****; Katherine ***** became a client of Milan Laser Hair Removal on 4/13/2021, when she reached out to Milan and participated in a free consultation. At the conclusion of the consultation, Ms. ***** decided to purchase laser hair removal and began a series of multiple treatments. On 1/18/2022, Milan Laser was informed that Ms. ***** filed a complaint with the BBB stating that when she went to her appointment to Milan Laser on 1/14/22 that one of our staff members was not properly wearing her mask. The Regional Director of that area reached out to Ms. ***** to hear her concerns. Ms. ***** stated that she did not want to return to Milan for any further services. For customer service, the Regional Director determined to complete a refund and cancel future treatments. A refund for the treatment on 1/14/21 was also submitted. At Milan, we pride ourselves in providing exceptional customer service, and delivering exceptional laser hair removal results. We have a policy to follow any mandates or regulations put in force by local authorities. Our results are guaranteed and customer satisfaction and safety is our priority. Ms. ******* complaint with the BBB has been taken seriously by Milan.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I went for a consultation with colleen at Milan Laser, located in ***************.and I was coerced into giving them my credit card number and signing a contract. I told her that I only needed 3 sessions for my bikini area, in preparation for my surgery. I told her that I could not afford the payments. She told me that if I left I would not receive her "promotion". She played on my insecurities and pointed out "I can tell you shave your face so well" At this point I have had 3 sessions with them and they are charging me *** dollars a month. She ran an unauthorized credit check for a 3rd party company without my consent. My appointments are canceled even though I have given them at least $**** by now. Milan laser is draining my account and is offering nothing in return. I have been asking to speak to the district manager for several months now to cancel my contract and settle this dispute but my only reply is "we will get it figured out" , "we will have him call you back." I've contacted the call center and they say "you'll have to contact the district manager" I'm being given the run around! This company has given me next to nothing. I want my contract canceled and my money back immediately if not sooner.

  

  Business response

  02/09/2022

  Consumer Response /* (2000, 19, 2022/02/09) */ I was recently contacted by Milan Laser in regards to the issues I had with them, and we have come to terms on a resolution. They have canceled my contract and I got my money back through a chargeback with my bank. Thank you, Ruby Ruby ****

• Initial Complaint

  12/07/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am requesting to have the treatment plan canceled immediately. I haven't received any treatment to date. During my consultation, I was completely misled by Michelle, the clinician. She coerced me into signing up. At no time were the terms and disclosures explained. I then requested a refund as I have not received any treatment whatsoever. The first person I spoke with did not help and had Michelle call me. Michelle then called and stated there was nothing that could be done and was not helpful. She then stated the District Manager, Amy, would be able to help me. Amy also stated they "didn't know what to tell me" then stated she would contact accounting. She then called and stated again that there was nothing that could be done. I've talked to four different people who are unwilling to do anything. They are saying if I get my money back, it costs them money so they're not willing to give me the refund I deserve. I have not received any treatment, was completely coerced into signing documents, and completely misled on amount of treatments and cost. I would like a full refund immediately as I was coerced into obtaining a loan from **** to buy treatment through bad faith.

  

  Business response

  12/23/2021

  Business Response /* (1000, 5, 2021/12/10) */ In response to complaint from Afsoon **********; Ms. ********** became a client of Milan Laser Hair Removal on 11/30/2021, when she visited a Milan location and participated in a free consultation. At the conclusion of the consultation, Ms. ********** decided to purchase laser hair removal on multiple areas. Her choice of payment was through ****, whom she entered a contractional loan for her services. In our purchase agreement with. Ms. ********** signed and agreed to all sales being final and booked her first treatments on 12/8/2021 and 12/9/2021. On 12/6/21, Milan's Clinic Manager was informed that Ms. ********** called the clinic and spoke with another staff member and asked for a refund. The Clinic Manager then called and spoke with Ms. ********** and revisited the reasons she purchased laser hair removal and informed her that all sales are final, that her loan was complete, and that she would have to escalate this to Milan's District Manager. On 12/7/21, one of Milan's District Managers left a message with client. Ms. ********** still had an appointment scheduled on 12/8 for treatment. The District Manager wanted Ms. ********** to get her first treatment and if Ms. ********** still wanted a refund, Milan would honor that. On 12/8/21, Milan was informed that Ms. ********** had filed a complaint with the BBB. The District Manager reached out again to the client. Ms. ********** and the Distirct Manager came to the resolution of a full refund, but Ms. ********** stated she would like to return to Milan in the future for treatments when her financial situation is better. To recap, Ms. ********** purchased our services on 11/20/21 and received a full refund on 12/8/21. 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. Ms. ************ complaint with the BBB has been taken seriously by Milan and we hope to gain her back as a client in the future. Consumer Response /* (2000, 7, 2021/12/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Full refund given

*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. ↩