ComplaintsforMilan Laser Hair Removal

• Initial Complaint

  06/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  When signing up for services I was told one price and then after signing a few documents was told it was about $100 more per month than originally quoted. The clinic rescheduled my appointments many times early in 2024 that got me off schedule and caused me to stop seeing results. The clinic only has two rooms and has one of the rooms out of service often. One of the providers did not use proper technique and missed the entire area treated. I have a medical condition that is prohibiting me from being able to go on the appropriate schedule and therefore not seeing results. I attempted to contact the company about my concerns and to discuss cancellation. It has now been 1 week since I reached out and have not been contacted at all.

  

  Business response

  06/11/2024

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

  *** ***** became a client of Milan Laser Hair Removal on 11/20/23 when they participated in a free consultation. At the conclusion of the consultation, *** *****  purchased laser hair removal. Their choice of payment was through recurring payments to Milan and Allegro In our purchase agreement with *** ***** , they signed and agreed to all sales being final and scheduled their first treatment.
  On 6/10/24, Milan Laser was informed that *** *****  filed a complaint with the BBB. A member of Milan's Client Services Team spoke with *** *****  and found that her treatments were being consistently rescheduled by the clinic, and then circumstances unrelated to that caused for more treatments to be cancelled, causing her results to become slower. When trying to address these concerns, they were not handled properly. To resolve, a package modification was completed and measures were taken to ensure a better client experience moving forward.

  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

  06/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I went to Milan Laser in Dec 2023. During the initial consultation, I met with a regional sales manager, not the local store manager. The regional manager spoke more about the company and its growth across the US than the laser process. During the sign-up phase, at no point did she state that it was not refundable. A month later, after coming back from vacation a family member was diagnosed with Stage IV cancer. I emailed the regional manager and never received a response. After a week, I called the company's direct number; the customer service rep told me to call the local store where I went. I explained to the manager, whom I never met, that I wanted a refund because of this unforeseen event and that I would be moving from the state because of my family member's illness. She said they do not offer refunds. The store manager had no empathy or sympathy for my situation and the call felt like "the company got their money and that is all that matters." After I said I no longer live in the state, she took my information and that she would try to help me. I never received a callback. Since I was not informed that refunds were not allowed, I would have taken more time to think about whether I wanted this procedure. I would have done more research. It is bad business practice. Milan Laser does not advertise this anywhere on the site or during the in-person consultation. I paid for a service that I will never get and do not need. * **** ** ******* ***** *** ***** ****** *** ******* **** *** *** ***** ** ***** ******* ** * ********* **** ********* **** ******* ******** **** **** * ****** ***** ******* *** ********** ***** *** *** ********* **** ***** **** **** *** *** ****** * ** ****** **** ****** ******* *** ******* **** *** ********* **** ***** *** ** ******** **** ** ** ** ******* ** ** ********** ********** *** ********* ******************** ** *** **** **** **************

  

  Business response

  06/13/2024

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

  Mr. ****** became a client of Milan Laser Hair Removal on 12/6/23 when they participated in a free consultation. At the conclusion of the consultation, Mr. ****** decided to purchase laser hair removal. Their choice of payment was recurring payments to Allegro. In our purchase agreement with Mr. ******, they signed and agreed to all sales being final and scheduled their first treatment. 

  On 6/6/24 Milan Laser was informed thatMr. ****** filed a complaint with the BBB.  A member of Milan's Client Services Team spoke with Mr. ******, and found that he was experiencing a financial hardship that was making it difficult to proceed with his package. His concerns were not addressed in a way that he would have liked for them to be. At this time, it was determined to refund Mr. ****** 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. Mr. ******'s complaint was handled quickly and we hope to see them in the future when they are ready for laser hair removal.
  

  
  

  Customer response

  06/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 2*******, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  06/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I scheduled a free consultation on 5/31/2024 to get information about laser hair removal. There was a sale going on that ended that day to get 50% off if I signed then. I was excited about the treatment and I didn't really think it through and felt pressured to get the discount. They then had me start treatment right after signing. Later that night I really realized how much money I would be paying and I have student loans coming up, a car that will almost definitely need to be replaced, and rent and this is going to put me in financial hardship. I haven't had any other sessions and I talked with the manager at the location that I went to in order to cancel my contract because of these reasons and was told I couldn't, I also called the bank to see what my options were but they need a letter from Milan.

  

  Business response

  06/05/2024

  In response to the complaint from **** *********:
  **** ********* became a client of Milan Laser Hair Removal on 5/31/2024 when they participated in a free consultation. At the conclusion of the consultation, **** ********* decided to purchase laser hair removal. Their choice of payment was with an external financing company and directly to Milan.  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 no longer would like to continue with 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

  06/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed up for Milan's unlimited laser hair removal package for my underarms on 11/2/2022, paying $1764 upfront. However, despite my payments being on time and scheduling appointments in advance, I've faced continuous last-minute cancellations over the past four months due to a recurring staffing issue at the Nashville location. This has severely disrupted my treatment schedule and hindered any progress. Despite expressing my concerns multiple times, the problem persists, making me feel undervalued as a customer. I've barely received any sessions, well below the promised number for optimal results, and now my hair growth is back to its original state. Although Milan responded promptly to my Google review and offered a partial refund, it doesn't suffice given the extent of my dissatisfaction and inconvenience. I no longer feel comfortable continuing with Milan and request a full refund for the underarms area. Their failure to honor their guarantee has caused me significant stress, and I'm adamant about terminating my contract with a complete reimbursement.

  

  Business response

  06/05/2024

  In response to the complaint from ******** ******:
  ******** ****** became a client of Milan Laser Hair Removal on 11/02/2022 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 financing. In our purchase agreement with ******** ******, they signed and agreed to all sales being final and scheduled their first treatment. 
  On 6/5/2024  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 wish to cancel their contract. At this time, it was determined to 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.
  
  

  Customer response

  06/06/2024

  
  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

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On December 12,2023 I went in for a a free consultation of hair removal on my neck and chin. I was given a video to watch while the sales representatives was telling to sigh here and there. She ran a credit on me without my permission. I was charged $2500 for it. I complained on my 4th visit that I don’t think it’s working because the hair hasn’t reduced, it might be white hair, which I was told the machine do not removed. No one had checked me before to see if the hair are black or white. I was told my next appointment they will check. I was 14 minutes late and I was not seeing. I walked out and never heard anything from them. They still have $2500 from me for nothing. It’s not right. I work hard for my money. If I can’t get results from the machine I should not have to pay for something they are not delivering. Please help me to resolve this issue.

  

  Business response

  06/04/2024

  In response to the complaint from ****** *******
  ****** ***** became a client of Milan Laser Hair Removal on 12/12/2023 when they participated in a free consultation. At the conclusion of the consultation, ****** ***** decided to purchase laser hair removal. Their choice of payment was to finance with an external lender. In our purchase agreement with ****** *****, they signed and agreed to all sales being final and scheduled their first treatment. 
  On 6/6/2024 Milan Laser was informed that ****** ***** filed a complaint with the BBB.  A member of Milan's Client Services Team spoke with ****** *****, and found that the areas purchased does not have treatable hair. At this time, it was determined to 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. ****** ***** complaint was handled quickly and we hope to see them in the future when they are ready for laser hair removal.
  
  

  Customer response

  06/04/2024

  
  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,
  
  ****** *****y

• Initial Complaint

  06/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This paid 14k for the laser removal package and my doctor recommended no laser treatments. I've been trying to get a refund for services and this Tyler, Texas location has given me the run around for over a year. The first clinic manager evaded me. The new clinic manager first spoke with and said she'd contact the owner, now they won't take my calls, return and continue to evaded me. I'm now in the legal process for this incident. I only wanted my refund. I had one treatment done and they continue to evade the situation. Please be careful and watch who you do business with ladies and gentlemen!

  

  Business response

  06/04/2024

  In response to the complaint from ******* **********:
  ******* ********** became a client of Milan Laser Hair Removal on 8/16/2022 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 in full. In our purchase agreement with ******* **********, they signed and agreed to all sales being final and scheduled their first treatment. 
  On 6/4/2024,  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 are unable to receive laser hair removal treatments. At this time, it was determined to 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

  05/20/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I started treatment with Milan Laser around March 2023. After a few treatments, I became unsatisfied with the services. Milan explains that their process is based on increasing the intensity of each visit to achieve the desired results. I spoke with customer service a few months ago about cancelling my treatment plan due to the continued hair growth. After about a week, a representative from the Dallas location called me and explained that if I canceled I would owe more money for the visits incurred versus the cost of my treatment plan. She suggested that we ramp up the intensity of my treatment to reach my desired result. After that encounter, I started going to a different location, hoping that I would get a technician who actually cared enough to give me the treatment I paid for. While at the Fort Worth clinic, I was informed that prior visits were treated at the same intensity level when they should've been increased. I was not aware that any of my visits were being performed this way. I contacted customer service on may 20th and requested that both offices, provide me with my records to show me what treatment I was receiving at each visit. I also sent a message to the **** ***** ****** requesting the same information. Customer service told me someone would call me back within 48 hours it has now been five days and I have yet to hear from anyone. I contacted customer service again on May 20 and they stated that they did not have record of my request and said that someone would give me a call back before the end of the day no one has called. I don't know if this is a form of discrimination or if this is just how they do business. I've contacted **** **** who the contract is with and requested that they initiate a dispute on my behalf for the services provided. I also requested to file a formal complaint with Milan's board of directors which was denied.

  

  Business response

  05/28/2024

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

  Ms. ******* became a client of Milan Laser Hair Removal on 3/27/23 when they participated in a free consultation. At the conclusion of the consultation, Ms. ******* decided to purchase laser hair removal. Their choice of payment was through recurring payments to Ally. In our purchase agreement with Ms. *******, they signed and agreed to all sales being final and scheduled their first treatment. 

  On 5/21/24 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 was not experiencing the results she had expected to see this far into her laser hair removal journey. The concerns that she expressed regarding this were not handled the way that she expected for them to be. At this time, it was determined to refund Ms. ******* 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. Ms. *******'s complaint was handled quickly and we hope to see them in the future when they are ready for laser hair removal.
  

  
  

  Customer response

  06/01/2024

   
  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,
  
  Erika Johnson

• Initial Complaint

  05/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  -4/15/2024 (date ran) -Received a statement of credit denial, termination or change in the mail, to which I called the financial institution thinking it was fraud. They informed me Milan Laser had requested this (without my knowledge). I did have a zero-cost, zero-commitment, initial consultation with this business (Milan Laser), but decided against moving forward with their services. I never once gave written or verbal approval for them to request financing or a credit check on my behalf, and did not even give a written or verbal confirmation of future services with them. It was simply a consultation of going over what the company offers. I have not paid them any amount of money, and frankly it is extremely alarming and horrible that they would run my credit score and request financing / other financial information without my KNOWLEDGE or CONSENT.

  

  Business response

  05/20/2024

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

  Ms. ******* participated in a free consultation on 4/15/24.

  On 5/20/24 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 received information indicating that a hard check was run on her credit, something she was not aware of nor consent to. The process she went through was explained where additional information about the consultation process was provided. 

  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 hope to see them in the future when they are ready for laser hair removal.
  

  
  

• Initial Complaint

  04/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I made my first consultation appointment with Milan in November 2023, and the team was incredibly responsive and I was able to book an appointment right away. After my consult, they were even able to start my treatment that day, and booked a follow up appointment within the same week. I had three sessions with no issues, but now that I’m trying to book my fourth session, there is no availability. I had a date booked in March that I unfortunately had to move due to a work conflict, and they were unable to see me until April 15th. I called several times in those weeks asking if any new times had opened up, and the answer continued to be no. I was supposed to have an appointment today, but I unfortunately caught the flu and did not want to get anyone sick, so I reluctantly moved my appointment. There were no available times until May 28th at ANY of the four nearby offices. I’m frustrated that Milan prioritizes new patients so heavily that existing patients are no longer able to finish the services they’ve already paid for. I have a very flexible schedule as I work from home, and there have only been two possible sessions over the course of three months (March to May). Had I known I was not going to be able to book my sessions within a reasonable timeframe, I would have gone with another provider. They also lock you in with a contract, so even though I am not receiving the services, I am still making my monthly payments.

  

  Business response

  04/16/2024

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

  Ms. ****** became a client of Milan Laser Hair Removal on 11/20/23 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. In our purchase agreement with Ms. ******, they signed and agreed to all sales being final and scheduled their first treatment.

  On 4/16/24, 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 was having a hard time getting scheduled following her first 3 treatments after needing to cancel her appointments. To resolve, the soonest available appointment time was given to her.

  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

  04/22/2024

   
  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

  03/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This occurred on my laser hair removal appointment on fri (29march,2024). The nurse increased the laser type and potency to 22 level. After few shots on right underarm I told her that it is hurting a lot so she put it down to 20. However,it did not help and was hurting a lot. I told her multiple times but she said it is normal. Anyway, when I came back to my car and was driving back home my armpits were on fire and hurting a lot. I literally had to put disposable water bottles in my armpits while driving to calm it down little bit , which did not help . I reach home after 25min and checked the underarms , they were red, inflamed, I could see every place the laser was hit. I called the clinic right away multiple times with no answer. After 5th call ,my call was routed to their call center who said some Rn will be calling. Rn did call back after 20min and advised to use vaseline or aquaphore but never asked for pictures or gave me case number. Clinic called back after more than an hour ,said nurse will cb but never did. I had to put ice packs rest of the day along with ibuprofen to survive. I couldn't sleep all night as my underarms were hurting. I couldn't even pick up my toddler or do anything else. I called the online urgent care and showed them the pictures where doctor confirmed that it is first degree burn and I shouldn't go again to the clinic as it can be fatal. I tried contacting milan laser via chat where the agent told me they cannot refund the money and next time I go to the clinic then can decrease the potency so it won't hurt me. I also complained that they did not give me any case number nor anyone bothered asking me about pictures rather they keep on saying use vaseline. This is unacceptable. Now I am left with permanent marks on both my underarms. The aim reason I was getting it done was to get rid of dark underarms. This is affecting my pre planned trip to my home country and disrupting my daily activities and they dis not bother apologizing as well.

  

  Business response

  04/02/2024

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

  *** ******* became a client of Milan Laser Hair Removal on 7/10/23 when they participated in a free consultation. At the conclusion of the consultation, *** ******* decided to purchase laser hair removal. Their choice of payment was recurring payments to Milan. In our purchase agreement with *** *******, they signed and agreed to all sales being final and scheduled their first treatment. 

  On 3/31/24  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 experienced a burn and it was not addressed in a timely manner within the clinic. At this time, it was determined to refund *** ******* in full for her package. 

  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. ↩