ComplaintsforMilan Laser Hair Removal

• Initial Complaint

  09/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  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

  More info

  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

  More info

  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

  More info

  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,
  
  ******* ********

• Initial Complaint

  08/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company has contacted me numerous times via text about coming in to get a free hair removal laser treatment and have a consultation. When I inquired about their pricing, they were wouldn’t give me anything over a text or over the phone. I finally decided to give them a try because I was curious about their pricing. I was definitely on guard as I thought many of their questions were odd when I arrived. They asked to see my drivers license. I’ve never had an aesthetician or laser place ask for my license. The woman brought me into a room and proceeded to ask me odd questions like did my husband know I was there, did he financially support me, etc. When I asked about getting my free laser treatment, she said “oh we’re too busy for that today, you would have to come back for that”. There was no one else in their office when I was there. They had me watch a 5 minute presentation making claims that they have lasers no one else has (which I know other places have YAG lasers, too). Then I told her I just wanted to know how much it cost. So she said sure, just enter a little of your information in this computer. It asked for my social security number! I refused and she said that’s just so we can identify you. I later learned that would I would have been applying for a loan! She finally showed me some pricing which was supposedly 50% off. The pricing was outrageous. $6,000 for bikini area only! Over $10,000 for a pkg that included multiple body parts. They try to tell you they are unique because you get lifetime treatments. You would need to visit them over a 100 times for this to pay off. You can get good results after 6-8 visits. I told her this was definitely not the place for me and left. They bait and switch you to come in by promising a free laser treatment. I have multiple texts about the free treatment! They also try to prey on women of color stating numerous times that they are the only place that can treat dark skin. I don’t want others to get scammed.

  

  Business response

  08/26/2024

  In response to the complaint from ***** ******

  ***** ***** became a client of Milan Laser Hair Removal on August 6, 2024, when they participated in a free consultation.  

  On August 18, 2024, 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.
  

  
  

• Initial Complaint

  08/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On Sat. 08/10 I went for a consultation. During the consul I asked if I could enter my payment information later on and take time to review the contract but I was told that I would not be able to move forward without entering my information but it could be changed at a later time. I was not able to properly review/understand the contract during my consultation and was not properly informed of it being a “loan”. After I was able to get home and further review it, I realized that due to unexpected financial hardship I could not move forward with this contract. Later that same night 08/10 8:09pm I sent an email to the clinic manager whom I had my consultation with, making my intention/request for a cancellation of my contract and future appointments with Milan Laser. Since Milan is closed on Sun I called the phone line on Mon 08/12 where I once again made my intention to cancel my contract clear and confirmed with the phone rep that my email sent to the clinic manager was all I could do to initiate this cancellation. I called the phone line again on Tue, seeing if there was a chance the manager was available in the office, I was informed they were out. The manager was able to get back to me on Tue 8/13 7:38pm, they informed me they received my cancellation request and will do their best to work on submitting a cancellation ticket for me and not to worry. They reiterated they were busy that week and that they would try to reach back to me by Friday night at the latest. I called the phone line again on Wed 8/14 to cancel my future appointments to avoid any no-show fees and confirmed with the phone rep there was nothing else I could do/ needed to do to show my intention to cancel. I was informed that there was nothing else I could do at the time and they had received my request to cancel on 8/10 and a ticket was created. On Fri 8/16 7:45 the clinic manager reached out and said they can't do anything till next week they're back in office.

  

  Business response

  08/20/2024

  In response to the complaint from ****** ******-
  ****** ****** became a client of Milan Laser Hair Removal on 8/10/24 when they participated in a free consultation. At the conclusion of the consultation, ****** ****** decided to purchase laser hair removal. Their choice of payment was an external lender. In our purchase agreement with ****** ******, they signed and agreed to all sales being final and scheduled their first treatment. 
  On 8/19/24  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

  08/20/2024

  
  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. I want to commend the support team for their quick response and resolution to my situation!
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  08/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I wish I’d read the reviews prior to signing my contract. Pros: All but one of my technicians have been wonderful. Excellent bedside manner and they do their best to make you feel comfortable. The front desk personnel are also very kind. Cons: Scheduling is a nightmare. At my consultation, they said consistency is key. I flagged a personal concern regarding scheduling and they assured me that it wouldn’t be a problem. Unfortunately , that’s been far from my experience. They’ve had to cancel multiple appointments at the last minute because they’re struggling with staffing. These things happen, but the frequency is unacceptable. When they’ve cancelled or I’ve had to reschedule, there’s no availability for up to SIX WEEKS. That’s not just at the Decatur location, but all locations in the metro Atlanta area. In March I spoke to someone who asked me that this recurring issue would be corrected. It was not. At my consultation, I was told that I could be hairless by the summer. Now here we are in August, and I only have 20-30% hair loss. The manager at the front desk requested that the corporate office call me regarding my experience. They called today and stated that my choices are to either cancel and get 50% of my package back since I’ve had 5 treatments, or stick around and get a $500 discount. I frankly felt insulted. I now know that the complaints about this exact issue have been happening long before I signed my contract, so the representative frankly misled me by pretending like scheduling wouldn’t be an issue. I now have to decide between losing over 4k and being back to square one with my body hair or staying stuck in a 8,000+ contract and just hoping they resolve an issue that dates back over a year ago. I feel fully taken advantage of and extremely disappointed. Although this company is fully aware of this issue, they still have a board with sales goals posted in the office to get more clients they can’t serve. Be aware and go elsewhere.

  

  Business response

  08/19/2024

  In response to the complaint from ******* ******. 
  Shannon Echols became a client of Milan Laser Hair Removal on 8/31/23 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 8/13/24, 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.
  
  

  

  Business response

  09/20/2024

  After receiving additional response from *** ******, Milan Laser reached out to the client to provide additional client care. Milan communicated to *** ****** that if she chooses to cancel her contract, we would refund the value of the services she has not yet received or we'd be happy to continue to service her, providing the Lifetime Guarantee package. In response to our contact, *** ****** asked that we discontinue reaching out to resolve her concerns any further. Milan stands on World Class customer service for all of our clients. We respect her decision and are apologetic that the proposed resolutions are not satisfactory to her and wish her the best along her journey.

  Customer response

  09/20/2024

  
  Complaint: ********
  
  I am rejecting this response because it’s misleading for Milan to act as though they’re reaching out to do anything other than restate the same thing over and over again. We’ve already established the fact that the offer does not address the issue of staffing. I don’t want to cancel because I’m dissatisfied with the service. I’m wanting to cancel because Milan is incapable of providing the service consistently, in alignment to the standard that they themselves say is necessary during the initial consultation. Their offer to partially refund leaves me with a $4500 investment with literally zero results. Who in their right mind would accept such a thing? If you’re calling to restate the exact same awful offer alongside paltry apologies for the inconvenience that you readily acknowledge, you’re wasting both of our time. Again- the bottom line is that Milan is fully aware of their staffing issues and the fact that they can’t provide services according to the schedule that they tell clients are necessary to adhere to. As a result you’re essentially locked into a contract for painful services that will  inevitably be unnecessarily extended because the provider is operating immorally and offering services it can’t logistically accommodate. Read the reviews- this is a trend. 
  

• Initial Complaint

  08/12/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  A couple of years ago I had a consultation with Milan Laser for hair removal. Something that happened that later on I noticed was weird, was that they mentioned (after the fact) that we could not make direct payments for service to Milan laser, instead we were taking out a loan with a 3rd party group. The establishment did not inform us of this. Only after we signed the contract did we learn that this was a loan, with a separate company. Therefore with this contract we are binded by to make payments until this is paid off. Unfortunately, however, the establishment has been in many cases, acting very unprofessional. They will message me and friends sometimes the day before, most recently just a couple days before my appointment, cancelling my session. This is the second or third time I’ve seen this. This is extremely unacceptable and unprofessional, and quite frankly despicable, considering the fact that we are making continuous payments for our loan that we took out for treatments. The way Milan laser has canceled appointments for myself and my sister multiple times is beyond comprehension, as their prices are extremely high and we are constantly making payments every single month. I would not trust this establishment and I wish someone would have informed me of this before being stuck with them.

  

  Business response

  08/13/2024

  In response to the complaint from ******* *****, 
  ******* ***** became a client of Milan Laser Hair Removal on 6/25/22 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, 8/12/24 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.
  
  

  Customer response

  08/13/2024

  
  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

  08/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They kept taking my money out my bank account several times without treatment of laser hair removal. We spoke many times about placing my account on hold until I am able to pay again. They are well aware that I am going through financial hardships yet they kept violating my rights as a customer. I am extremely furious

  

  Business response

  08/05/2024

  In response to the complaint from ****** ******. 

  ****** ****** became a client of Milan Laser Hair Removal on 12/16/22 when they participated in a free consultation. At the conclusion of the consultation, ****** ****** purchased laser hair removal. Their choice of payment was through Milan Funded. In our purchase agreement with ****** ******, they signed and agreed to all sales being final and scheduled their first treatment.

  On 8/5/24, 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

  08/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased services from Milan then had medical issues come up where the services would be contraindicated. I tried to text the number from the business card provider by the rep who had said, “Text this any time!” just to receive an error message. I was able to call the ************* number and they got me in touch with the rep who told me she understood I wouldn’t be able to receive the services for the foreseeable future but didn’t know how to process the refund and would contact her regional manager. It’s been two weeks (10 business days) with still no follow up. I also asked for a copy of my contract which I also haven’t received. I have emailed the rep multiple times with no response and am incredibly frustrated.

  

  Business response

  08/05/2024

  In response to the complaint from ***** ********* 
  ***** ******** became a client of Milan Laser Hair Removal on 7/9/2024 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. In our purchase agreement with ***** ********, they signed and agreed to all sales being final and scheduled their first treatment. 
  On 8/2/2024 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.
  
  

*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. ↩