ComplaintsforMilan Laser Hair Removal

• Initial Complaint

  08/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had my last treatment with Milan in March of 2024. I called them on Wednesday April 17th 2024 and request to cancel my account. I was told the manager was out of the office but she will return on Friday April 19th and she will call me back and handle my request. I never heard from anyone so I called them back on that following Monday April 20th I believe and request to cancel again and the young lady told me the same thing, the manager is in today and she will call me back. I told her about the last call and the promise to follow up but never heard back and was told she would escalate my concerns up to next level and they will contact me to cancel. I never heard from anyone and the end of April Milan took a payment from my account so I closed the account and waited on them to call me. Well again on May 3rd 2024 Milan attempted to collect another payment from my account and it was declined, Milan called me then and inquired about the declined payment. I asked them about the cancellation request and never hearing from anyone. They apologized and told me I need to make this payment to bring my account current then they would cancel the account. My problem with them is that I was current in the account when I initially rest to cancel so they need to make the corrections and honor the cancellation via my original request. They still refuse to cancel my account and is now threatening to send the account to collections.

  

  Business response

  08/06/2024

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

  ******* ********** became a client of Milan Laser Hair Removal on 10/3/23 when they participated in a free consultation. At the conclusion of the consultation, ******* ********** decided to purchase laser hair removal. Their choice of payment was to pay Milan directly. In our purchase agreement with ******* **********, they signed and agreed to all sales being final and scheduled their first treatment. 

  On 8/2/24 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.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Less than 24 hours ago, I signed a contract. Not fully understanding that compared to market prices I was being ripped off. I called to ask if I could get a mercy release from contract as I had not undergone treatment. I will not be able to afford monthly payments and felt rushed into contract. I am asking to please cancel my contract as this will be undoable for me long term.

  

  Business response

  08/01/2024

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

  **** ****** became a client of Milan Laser Hair Removal on 7/29/24 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 7/31/24, 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.
  

  
  

  Customer response

  08/01/2024

  
  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

  07/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ~3:00 pm on July 23rd, 2024: Signed up for laser hair removal services at the Frisco location during the July promotional period, included 1 free treatment. Was also enrolled in a subsequent payment plan/loan service ******* ******. ***** **** (THE MANAGER) was present during signing, we electronically signed paperwork on July 23rd 3:37 pm. Initiated cancellation less than 48 hours later due to having to move out of country soon. ~11:25 am on July 25th: Called ******* ****** & spoke to ***, who said that the payment plan could be cancelled at any time before the first payment was due on August 23rd, 2024. Was told this could easily be done from Milan's end at any time by logging in to the payment portal. ~12:20 pm on July 25th 2024: Spoke to ***** ****** location front receptionist, ***, to request cancellation of the credit plan. *** noted that she had left a message for *****, who was the ONLY ONE who could cancel the payment plan, & that the first payment is not due until August 23rd 2024. ~4:39 pm on July 25th 2024: Spoke to ***** ****** front reception again & requested ***** (the manager)'s email address. ~4:49 pm on July 25th 2024: Sent EMAIL to *****.******************* requesting cancellation of the payment plan. This was sent from the email address I provided to Milan. At the time of writing have still not received a response. ~5:30 pm on July 25th 2024: Called Milan Laser corporate office & spoke to *****. Informed her of the situation, was subsequently put on hold as she attempted to get in contact with the clinic. They did not respond, and another message was left for ***** **** (the manager). I was told nothing could be done from the corporate end as all payment plan cancellation requests had to be made and fulfilled through the clinic manager, who was unresponsive. ~10:05 am on July 26th 2024: Received a welcome email from the manager from the same email *****.*******************, while my previous email was still not addressed/ responded to.

  

  Business response

  08/01/2024

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

  
  ***** ****** became a client of Milan Laser Hair Removal on 7/23 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 7/30, 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

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been attempting to cancel my service with Milan Laser for weeks. I scheduled a session 6 weeks in advance which I was informed via text/email would not take place due to the location having issues with their AC. I called customer service to confirm as the text/email was very generic and was told a date the location would reopen which turned out to be false. I was able to schedule at a location further from my home on a date prior to when my preferred location (less than 2 miles from my home) could see me but was also told by the manager when she returned my call that it would not be an issue being seen prior to 26Jul and to call when they reopened 15Jul (I believe). When the location reopened I called and was told I could not be seen earlier because I receive full body laser & they would not be able to accomodate me until mid August. I have left 3 requests for a call back but have not heard from the manager or her superior. I even left a voicemail at the number the manager gave me 11Jul. The location further from my home informed me (when I called) they would not have a technician on 26Jul. If you can't keep the 6 week schedule all of your hair grows back which defeats the purpose. I do not want to continue paying thousands of dollars for a service I cannot receive with a company who doesn't think enough of me to return my calls or contact me to reschedule when they cannot keep my appointment instead of me having to chase them down. I am requesting cancellation and refund for all services I have not received.

  

  Business response

  07/26/2024

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

  ***** ****** became a client of Milan Laser Hair Removal on 3/13/24 when they participated in a free consultation. At the conclusion of the consultation, ***** ****** purchased laser hair removal. Their choice of payment was through a 3rd Party Lender (Allegro). In our purchase agreement with ***** ******, they signed and agreed to all sales being final and scheduled their first treatment.

  On 7/26/24, 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

  07/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On August 25, 2023, I attended a free consult with Milan Laser Hair Removal in Janesville, WI. Though hair removal hasn't been a significant concern of mine, particularly as I grow older (currently 57), I succumbed to the glamour of the sales pitch. I signed up for a lifetime plan for laser hair removal for my lip and bikini. The package total is $5,544. That's $154 per month for 36 months. Since I signed up, I have had three treatments of each area; Aug 26, Sept 30, and Nov 4 for my lip and Aug 28, Sept 30, and Nov 4 for the bikini line. I had to cancel my appointment scheduled for Dec 8, 2023, due to a positive COVID-19 diagnosis. I have not scheduled any 2024 appointments. Since my last appointment, I decided an unlimited plan would not meet my needs. I messaged Milan today (Jul 23, 2024) to see how to cancel my account. I was told that all sales are final. I understand this and the paper I received from Milan on Aug 25, 2023 states this fact. However, it's unfair to expect me to continue to pay for a service I will not use. I have already paid for more than the three sessions I received. By my calculation - the value of the services I received is $744 Lip $99x3=$297 and bikini $149x3=$447 Total $744. I have paid to date $1540 (see attached). I am requesting a refund of $540 and cancellation of all future (including Jul '24) direct debits from my account.

  

  Business response

  07/24/2024

  In response to the complaint from ****** ****. 
  ****** **** became a client of Milan Laser Hair Removal on 8/25/23 when they participated in a free consultation. At the conclusion of the consultation, ****** **** decided to purchase laser hair removal. Their choice of payment was an external lender. In our purchase agreement with ****** ****, they signed and agreed to all sales being final and scheduled their first treatment. 
  On 7/23/24  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

  07/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and reluctantly accept the resolution offered by Milan Laser Hari Removal. 

   - I was not thoroughly informed about any consequences of deciding to cancel my unlimited package.

   - I purchased an unlimited package with a 50% discount.  However, I'm being charged full price for the three treatments I received.

   - I was told "we can't discount" what I was charged for the three treatments.  Not true - if I felt like fighting harder, I feel the $1000 I offered for the three treatments was more than fair!

   - I expect to see a refund of at least $80.80 ($1.694 paid through Jul 26, 2024, less their offered settlement $1,613.20).  And I expect to make no further payments to Milan Laser Hair Removal through the Third-party finance company - ******* Credit through ********* Bank.
  
  Sincerely,
  ****** ****

• Initial Complaint

  07/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I signed up on 6/18/24. To date, I have never had one treatment (not even a trial treatment). I sent a request to cancel my contract on 7/12/24. I sent a follow up on 7/16/24 about my request as I had not gotten a response from the person that signed me up. I sent another request this morning after realizing they took another payment out of my account on the 18th. I am asking for the contract to be cancelled and a refund of the $238.16 taken out of my account for services not rendered. Total of the contract is $2,786.00.

  

  Business response

  07/22/2024

  In response to the complaint from **** **********. 
  **** ********** became a client of Milan Laser Hair Removal on 6/13/2024 when they participated in a free consultation. At the conclusion of the consultation, **** ********** decided to purchase laser hair removal. Their choice of payment was *******. In our purchase agreement with **** **********, they signed and agreed to all sales being final and scheduled their first treatment. 
  On 7/22/2024 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

  07/22/2024

   
  Better Business Bureau:
  
  After having difficulty getting a response  from Milan after several attempts, a Milan representative promptly contacted me after my complaint to the BBB to resolve the matter and cancel my contract. The representative was very accommodating and gave me the information I needed to verify the cancellation. Thank you for the polite and prompt response Milan and thank you BBB for facilitating this issue.
  
  Sincerely,
  
  **** **********

• Initial Complaint

  07/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In 2023 I purchased a package for laser hair removal service at Milan Laser in Albany NY. I came to about 5-6 appointments and then the company began canceling my appointments for a total of 4 canceled appointments or 20 weeks worth of appointments however still charge me for the service. Reasons for cancellation varied from no staff to remodeling to staff out sick. I attempted to talk with the regional manager without luck connecting and resolving the issue. I feel as though the business does not follow the contract for services to be provided that one pays for.

  

  Business response

  07/09/2024

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

  Ms. ******** became a client of Milan Laser Hair Removal on 12-10-23 when they participated in a free consultation. At the conclusion of the consultation, Ms. ******** purchased laser hair removal. Their choice of payment was through recurring payments to ****. In our purchase agreement with Ms. ********, they signed and agreed to all sales being final and scheduled their first treatment.

  On 7-8-24, Milan Laser was informed that Ms. ********  filed a complaint with the BBB. A member of Milan's Client Services Team spoke with Ms. ******** and found that multiple appointments had to be cancelled, through no fault of her own. To resolve, an additional discount was offered and accepted.

  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 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

  07/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Paid upfront for services, the business consistently cancels without proper notification. I am off my treatment schedule and my last appt that was scheduled for June 14th was canceled via text with no follow-up to reschedule. My multiple attempts in the form of calling the call center to have a sales manager or the business call me back for rescheduling and possibly a refund for the remainder of unused treatments have gone unreturned. I have requested a manager on four different occasions and a sales manager on three over a two-week timeframe and no one has bothered to reach out. No longer interested in pursuing further business with this company. They are unprofessional and have no concern for the time of others and they don't value each clients business.

  

  Business response

  07/02/2024

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

  Ms. ********. became a client of Milan Laser Hair Removal on 7/18/23 when they participated in a free consultation. At the conclusion of the consultation, Ms. ******** purchased laser hair removal. Their choice of payment was through recurring payments to Allegro and Milan. In our purchase agreement with Ms. ********, they signed and agreed to all sales being final and scheduled their first treatment.

  On 7/2/24, Milan Laser was informed that Ms. ******** filed a complaint with the BBB. A member of Milan's Client Services Team spoke with Ms. ******** and found that she had her treatments cancelled on her often, and was never asked about rescheduling the treatments that she had no control over being cancelled. When trying to address these concerns, she was not able to get ahold of anyone. To resolve, an additional discount was offered and accepted, and a treatment was scheduled. 

  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. ********'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

  07/02/2024

  
  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

  06/17/2024

  Complaint Type:

  Facilities Issues

  Status:

  Resolved

  More info

  I had purchased two separate services. One for my lower legs and one for my Brazilian/buttocks area. After two sessions on my lower legs I had a terrible allergic reaction. I was prescribed topical steroids after all over the counter drugs were suggested. I suffered from darkening of my pores as well. It took weeks to recover. I called Milan and kept being assured I would be fine if I took steroids going forward but I had such a terrible and painful reaction I asked to cancel. Plus my skin is damaged now. I have paid almost half of the total cost of ten + treatments but received only two. I’ve been trying to cancel for a month at least now and no one is doing anything about it. The North Richland Hills TX location says after at least 3 separate calls that the Corp office is now handling and I will get a call. It’s been two more weeks and nothing. And no one will give me the number to corporate which makes me feel this place is a total scam!!

  

  Business response

  06/18/2024

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

  *** ***** became a client of Milan Laser Hair Removal on 10/4/23 when they participated in a free consultation. At the conclusion of the consultation, *** ****n purchased laser hair removal. Their choice of payment was through recurring payments to Milan. In our purchase agreement with *** *****, they signed and agreed to all sales being final and scheduled their first treatment.

  On 6/18/24, Milan Laser was informed that *** ***** filed a complaint with the BBB. A member of Milan's Client Services Team spoke with *** ***** and found that she had received a reaction to one of her treated areas. she had not been able to connect with a member of Milan to resolve this and was still being charged for an area that she was no longer treating. To resolve, she was refunded for the services she had 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 are happy to have resolved this concern and to continue to be a part of their hair-free journey.
  

  
  

  Customer response

  06/18/2024

  
  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 spoke with the Corporate Headquarters. I was not refunded money associated with the treatment, but we instead agreed to transfer money that I had paid toward the service I was cancelling to another service I am continuing. I am satisfied with the resolution to this. Thank you to BBB for stepping in to ensure this was handled.

  Sincerely,
  

  ****** *****

• Initial Complaint

  06/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  These are suppose to be healthcare professionals. I am seeking resolve! Contract 07-11-22 Ended this year. I signed a contract for permanent hair removal guaranteed with Milan Laser of Hickory NC. After not achieving permanent results I sought a resolution. I tried for a full refund of the $15200 I spent on the full body package. ****** or ****** M the container service representative wiped my remaining balance of $900 and stated my lack of results is why they did this. I made known this was not satisfactory and I wanted a full refund. She refused and stuck with her resolution. I requested to speak to the general manager and received excuses as to why I could not. She then directed to me to Covered Care(loan provider) to get a refund. Covered Care stated they escalate refund requests to Milan with which ****** M does. $900 balance wipe does not constitute a satisfactory resolution to failed guaranteed services of $15200. I have small claims forms ready if you cannot see that Im refunded for the pain, agony, and failed guaranteed Milan “permanent” hair removal services. $7700 was put on my credit card and the account is closed so I don’t have access to that total except by phone call. This is the contract for the $7500 link file:///var/mobile/Library/SMS/Attachments/*******************************************************

  

  Business response

  06/13/2024

  In response to the complaint from ******* ******. 
  
  
  *** ****** became a client of Milan Laser Hair Removal on 7/11/22 when they participated in a free consultation. At the conclusion of the consultation, *** ****** decided to purchase laser hair removal. Their choice of payment was recurring payments to Covered Care. In our purchase agreement with *** ******, they signed and agreed to all sales being final and scheduled their first treatment. 
  
  
  On 6/11/24 Milan Laser was informed that *** ****** filed a complaint with the BBB.  A member of Milan's Client Services Team spoke with *** ****** on multiple occasions in November and December of 2023, where the client made us aware of the lack of results that he was experiencing. The decision was made to discontinue services where he was charged for less than the number of services received, to reflect his concerns. This decision was confirmed with *** ****** on multiple occasions in January, February, and April of this year. 
  
  
  At Milan, we pride ourselves in providing exceptional customer service, and we take the client experience very seriously.

*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. ↩