Best experience and results with El! She listened to my concerns, was very attentive and professional. She also made my experience enjoyable while giving me my desired results. I will be back! read more

I purchased an expensive tattoo removal package for around $2,000. Everything had been more or less fine until today. I had an appointment scheduled (I scheduled it a month ago), and they had already changed the time due to an issue, which I was fine with. Then today, they sent me a text cancelling my appointment! When I called to reschedule, I was told the first available appointment was six weeks away. I was shocked - what kind of customer service is that? I understand that things happen, but when you cancel someone's appointment, you should make an effort to reschedule them as soon as possible. I've never had an experience like this before. The woman on the phone even seemed annoyed that I expected an earlier appointment. Excuse me? You cancelled my appointment, and now I'm being treated like I'm unreasonable for wanting something sooner than six weeks away? read more

Very poor communication and customer service at LaserAway Novato. I had an appointment scheduled, and when I showed up today, the person at the front desk told me, "Oh, your appointment was canceled. We sent you a text message." I told her that I never received a message. Her response was, "Did you check your spam folder?" How am I supposed to know that my appointment has been canceled if the only notification is a text message that I never received? If a business is canceling an appointment, especially one that was scheduled in advance, I would expect clear communication. A phone call would have been the appropriate way to make sure I was actually notified. Instead, I drove to my appointment only to find out after arriving that it had been canceled. The front desk representative also did not make any real effort to resolve the situation. I was left feeling like my time did not matter. Very poor customer service and communication. I am extremely dissatisfied with my experience at LaserAway Novato and would warn other customers to confirm their appointments ahead of time, because apparently a cancellation text that may end up in your spam folder is considered sufficient communication. read more

You definitely get the franchise feel, since I had a package deal I purchased for three Hydro facials with SEV Laser Away. The first was in Nashville Tennessee. My rating is for all three locations to include the last two at SEV Laser Away in Novato California. Michelle at the Novato location was very nice, but the services at all three locations are very expensive and not very thorough compared to other skin aesthetic places that are not a corporation. In the Novato location, I had a 10 o'clock appointment. I was taken a back at about 1005 and at 10:22 my Hydro facial was complete then they placed red light therapy on my face for five minutes and it's over that's a lot of money. I couldn't believe how limited the actual procedure was. I've had many hydra facials done at many places and they definitely spent a whole lot more time, but this is the difference between private offices and corporate. It's a money grab. I honestly don't even feel like I had anything done. read more

I had an appointment booked for less then 48 hours away. They just called to inform me ALL filler appointments have been cancelled for the week due to a sick nurse!!! First of all who calls on a Sunday to cancel? Second the " mgr" I spoke with was no help whatsoever! I was getting these done for a wedding however they informed me that NOTHING is available till the week AFTER the wedding!! Absolutely horrible way to treat clients! Plus everyone has to PAY UPFRONT for the services. If they don't have enough staff to cover appointments they shouldn't book any!! I understand people get ill but no backup coverage is NOT clients fault. Disgusting behavior APPARENTLY this is a VERY Common for this company!!! And it continues! They said to reach out to them, why? They won't do anything about their VERY common issues. Look at the reviews they consistently cancel right before appointments. What a complete joke of a company! read more

LaserAway - This was the text! - Laser Hair Removal Near Me - Novato, California

Another cancelled appointment day of treatment. I scheduled two weeks ago with specific injector I had referral for. Receptionist flustered, no access to schedules, dropped my call twice transferring. Same problems at Corte Madera location. Bait and switch, tech I booked with unavailable when I arrived. Told only injector on duty had previously left me with red lumps on forehead and temples. Infuriating and insulting being treated so carelessly. Literally nobody knows what they're doing -- only goal is sell, sell, sell. Shoddy operation. Banked $$$ are worthless if I can't get appointment. read more

Unfortunately, LaserAway continues to cancel appointments the day of, making it impossible to finish treatment series. Feels very corporate, like they can't keep staff. read more

I've been going to LaserAway Novato since 2022. The nurses are excellent--professional, caring, and thorough. Nurse Tracy is especially amazing and always makes sure my treatments are done evenly and correctly. Christine at the front desk is warm, helpful, and informative. However, the rest of the front desk has been consistently disappointing. The older and middle-aged staff members are unprofessional, passive-aggressive, and have moved my appointments last minute. Their double standards and lack of respect toward clients really bring down the experience. Great nurses, great care--but the front desk needs serious improvement. read more

Instead of addressing their staff's incompetence, they posted "After careful consideration, we believe it's best for the safety and comfort of both our patients and staff to part ways on good terms." What is this message even supposed to mean? For weeks, I had to try very hard to cut ties with them and get a refund. Do they seriously think I was going to spend more money with them? LaserAway is the McDonalds of medi-spas. But this is your skin/body we're talking about, not a Big Mac. I found a real dermatology doctor and will never go to a big chain medi-spa again. read more

Nurses are great, the staff at the front desk are totally unprofessional. Steer clear of this place. The laser treatment is awesome but there is zero transparency of pricing. No price sheet given. They have made this all about negotiating a price. This is not a true medical spa. Be very careful of what they are charging you, they twist the truth and think they can get away with it. Someone sold me a package, half way through the package the company stopped my treatments and attempted to charge me more. Acted like they were doing me a favor and tried to literally force me to acknowledge and thank them! LOL the reps name was Jolene I believe. Spoke to me, the customer who pays her salary like garbage. Way not cool. I was stunned. Beware of these packages and deals they are making with you. read more

I recently purchased 2 different treatment packages, both prepaid. On both packages on the day of the second treatment, I received a text message cancelling my appointments, just very few hours before the treatments. When I called to reschedule, for one of them I wasn't able to get another appointment for almost 6 weeks! This is a treatment where a certain interval for the treatments is recommended - by laser away themselves - in order to be effective. Not being able to reschedule this treatment for 6 weeks is way past the recommended interval. During the rescheduling it seemed like they don't care, they don't offer any perk or partial refund - you're just basically out of luck. Had I cancelled 5 hours before the treatment, I'm sure o would have been charged for it, but they just get away with it. Mind you that these packages cost thousands of dollars. The treatments that I did receive were fine, but the rescheduling for 2 prepaid treatments in a row for such a long time is simply unacceptable. read more

I have been coming for laser hair removal for about 5 years. Ups and downs with my appointments that is why it's a 4 star not all nurses care for you the same but I have had nurse Katy at the Novato location as my nurse a couple times already, I am absolutely pleased with her work she takes her time during the appointment and isn't rushed she also talks me through the appointment to drift my mind from the pain. I would love to keep having Katy as my dedicated nurse to me she truly changed my experience today! read more

I've been a customer at this location since 2017 and enjoyed the quality work and customer service. However up until recently the middle aged front desk lady Lavaughn I believe is her name is so passive aggressive and rude. Even when setting up an appointment over the phone with her is unbearable. Customer service and amiability make a huge difference in a business. And I will be taking my business to a different laseraway location. read more

Illegal Business practices. Was charged for procedure not performed for 750 dollars. Was told can use on products. After 25 minutes looking at a clerk texting a supposed customer service agent they could not refund MY money. Met with 2 actual plastic surgeons both saying their lasers WIll NOT produce results the company is advertising. GO find a legitimate Dr to perform any work! In process of calling my attorney as well as local television station to see if they can help get MY money back. Do not waste your time or money at this corporate, random suppposed legitamate company read more

Love this place! I'm a frequent attendee. The staff is nice. Building clean. They are huge on sales so be ready to purchase treatments.

If you hate money and love being lied to and not getting the results you desire, then LaserAway will be perfect for you. After being upsold to include extra body parts, my wife went in for the first 4 treatments and each time asked for the laser strength to be increased after seeing zero results, and was told to just give it time. Time didn't help, the weak laser wasn't effective, and her requests for increased strength were ignored by each different nurse every single appointment. Multiple appointments were canceled or rescheduled or unfinished. If you bring up concerns, they will refer you to customer service who will send you an email telling you they don't care about your request. Speaking to a manager at her location was impossible, getting the same technician was impossible, and having her concerns heard was impossible. When someone finally did call before her final treatment ( which was then canceled by LaserAway), she was rude, dismissive, and wanted to sell more services. She was combative and blamed multiple factors on my wife. She advocated we should pay them more money until we got the results we wanted. Spending thousands of dollars to not get results after being assured I was a good candidate and dealing with customer service has been incredibly frustrating. This place will sell you anything and everything they can, stretch out your treatments so you have to pay for more, and then will gaslight you if you ask questions. Stay away; save your money, or find a company that cares about its customers. read more

UPDATE to fix typo THIS REVIEW IS FOR THE SALES TEAM, NOT THE NURSES I purchased an initial laser hair removal package which I later was talked into upgrading. However, when I upgraded, I told them I could not go above a certain monthly payment. The sales team misled me and opened a second loan under my name, which caused me to pay 1.5x my monthly budget, because the upgrade was now a second payment, not an addition to my first. I realized this soon after and called to ask them to fix it. What followed was 3 months of being led in circles constantly by the branch manager who always said she was going to call me back in 5 minutes and then I would have to call myself 3 days later. No one seemed to know what they were talking about - at first the branch manager said the second loan should not have been opened, then a few weeks later she reversed course. I wanted to cancel the upgrade but they would not let me even though I was misled. I was constantly told by different people that they would help me and solve the issue but ultimately was led straight into a dead end and was told that no, even though the sales team misled me, I am stuck with this payment. This was handled extremely unprofessionally by the Corte Madera team, who also looped in the Novato office which also had the same issues. internally this place is VERY disorganized - no one seemed to know who had talked to me and when, even though I was calling their office at least 2-3 times per week for almost 3 months trying to resolve this. And like I said multiple people promised me different things. Though the nurses here are very kind, it's clear this organization is not run well. Go elsewhere for your laser treatment, there are plenty of places that offer it. read more

The first laser tattoo removal session they did such a large portion, my hand swelled up dangerously. I had to advocate to get them to do smaller portions because my body didn't handle it well. They don't seem to have a good method for determining how to do it safely. They charge $100 if you cancel even after paying literal thousands for the treatment. I have to show up with a bucket to throw up in today because they planned to charge me for canceling because I'm sick. Go somewhere else!! read more

I've been to this location 4 times and have been very pleased with each visit. Super friendly staff and great work! They listen and perform exactly what I ask every time! I drive 3 hours each way to get Botox and wouldn't go anywhere else! Highly recommend and worth the drive! Thank you all for all you do! read more

LaserAway - Love this - Laser Hair Removal Near Me - Novato, California

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LaserAway is truly top-tier when it comes to self-care and professionalism! From the moment you walk in, the energy is warm, welcoming, and absolutely flawless. The entire staff goes above and beyond to make you feel comfortable and cared for - every single person there is kind, knowledgeable, and attentive. Rachael and Ladan especially stood out in the reception area with their incredible energy, expertise, and uplifting attitudes and Katie G. who is an RN really is a delightful personality who does a great job with the actual laser hair removal treatment- they all made the whole experience feel effortless and enjoyable. The clinic itself is spotless and beautifully designed, and you can feel the positive energy the moment you step through the door. If you're thinking about laser treatments or skincare, LaserAway is the gold standard. Highly recommend! read more

Echoing what another unhappy customer wrote about the HORRIBLE customer service. I've been a customer of LaserAway for years and have purchased several packages in the past. However, I needed to cancel a package I purchased. I called the Novato, CA location, spoke to a live person who said someone would get back to me within 24 hours. Never happened. I cancelled my package 3 days before my first appointment on the new package. They never cancelled it and invoiced me $50 for a "no-show". I have been trying to get that charge reversed and they will not do it. This all began on April 16th and finally today their "customer care" finally returned my call to tell me I'm SOL! Do not buy anything from them if you aren't absolutely positive you will be able to keep it. Getting your money back or any response from them does not exist. Buyer beware. read more

In the past, I had a appointments at LaserAway locations, and they always went well (professional, pleasant staff and great results from the nurses on the team). Last week I called to see if I had any units left on a package I'd purchased. I was told by the woman who answered my call that I had 35 units left so we set up an appointment for 1:45pm on Memorial Day, 5/27/24. When I arrived, the receptionists greeted me warmly and provided a consultation with a nurse practitioner on an iPad. All went well until I was back in the waiting room, where they asked me to pay the full price of the procedure I was about to get. I mentioned the 35 credits and they acted completely confused about what credits were (maybe I should have said units?) and insisted there were none on my account. After providing my email address and phone number just in case hey had the wrong client, I gave up, declined services, said thanks, and left. I tried to email today (finding no option on their site) and then called (no response, just Musak) before leaving this review. Couldn't the receptionists have looked up who made my reservation and checked with them before acting so befuddled? There didn't seem to be any such problem-solving skills available, nor a way to register this concern directly to find out what happened. So I wasted my time going to Novato, mid-day on a holiday, and that was disappointing. Hopefully the office manager will research and respond. Thank you. read more

PROS: It's a great place to get your filler and botox. Clean and friendly staff. CONS: Hard to make an appointment last minute, Hard to make an appointment because they keep changing your appointment last minute, they're always late, for instance my initial appointment today is 12:30pm and they called me two days prior and changed it to 1pm. So far, it's now 1:58pm i have been in the room waiting. read more

LaserAway - appointment at 1pm - Laser Hair Removal Near Me - Novato, California

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just left LaserAway Novato as a first time client. first off it was so hot today and was nervous about leaving my dog in the car and the kind ladies upfront offered to watch him in the lobby while I received my services, thank you!! second had the ability to work with Jessica Sanchez a traveling esthetician from LA who I found out at the end also trains staff! she was amazing and I love the results thank you! read more

Hi~. Wonder if this is a normal procedure...I paid ahead for a procedure to take place for the following day late morning. I was told the procedure would all be done during this appt.(told the evening before the appt. when they asked me to pay in full upfront for tomorrow's visit.). I am feeling that I should not have paid in full for the following days procedure, in hindsight. I did not sign any document stating that only part of a procedure would be done and they would keep my money for only giving a partial procedure. When I was in the wait room right before procedure, the nurse informed me that she wanted to only do half today then I would need to return in half a month for the rest?? No one shared this prior to that moment, it was not discussed, nor did I sign a form to agree with this. I shared the evening before that I was on a time frame with my busy job(2) schedule, and I have time off this week and would need to complete the visit. This is all fine last evening not a single problem from the finance woman, kind person, that really wanted me to put money into a banking system but I never hand over a chunk of money without knowing the type of service I would receive with a new business visit, I assess first. I am still uncomfortable with this method, and the not so clear/good communication until minutes before procedure, very uncomfortable with this. read more

I was hesitant at first because new treatments are always scary, but the staff at the Novato LaserAway location were so welcoming and walked me through the entire process. I appreciate the flexibility with appointments to accommodate my work schedule and community. It was an investment and I am very happy with my progress and results. read more

I went in for lip filler . Office was very clean & good vibes. Once injector came in she went over the process which I was already familiar with. She was super sweet & her attention to detail was IMPECCABLE !! I've seen a few injectors and KAREN is by FARRR my favorite. I love my lips, I hope she never leaves as I have a few more syringes left in the package I purchased & I want her every single time. The numbing they use here is amazing as well ! 10/10 recommend Karen as an injector ! Sorry if you get swamped after this girly read more

Really wonderful place with a great staff and very professional and clean, I've had both laser hair and tattoo removal and the results speak for themselves! read more

LaserAway - 9 of 10 laser tattoo removal sessions - wow! - Laser Hair Removal Near Me - Novato, California

After posting my review the response was deflected onto their equipment, not my concerns or disappointments. They posted that they would reach out to me...and of course no one has. My advice- don't buy a package plan because once you do you are locked in and after that the customer care is non existent. And If you want to get out of the contract you actually have to pay more. read more

They do not answer the phone and when they do they are rude. They make you feel like you're a nuisance. They can't answer questions and will not call you back. Please get rid of them and hire someone who cares and can answer questions. After Wendy left everything went downhill. read more

I've been going to LaserAway for laser hair removal for around a year now. Pretty much every time I go in, Sabrina and Bryanna are working the front desk. They're both awesome and super sweet and always so helpful about anything I have questions with. Nancy did my last treatment and she was super awesome and communicative. I haven't disliked any of my treatment experiences since I started going! read more

LaserAway - Laser Hair Removal Near Me - Novato, California

I have been wanting to try some beauty treatments at LaserAway for some time now... but was quite fearful the costs... the result... and the pain. Eek. Let. Me. Tell you. Sabrina at the desk so insanely helpful and knowledgeable that I became too excited and I booked an appointment the day I went in for a simple consult/ info. I showed up 3 hours later, got in the chair, and tried my first Xeomin appointment! Jaclyn is a wizard with the tiny needles, and made my appointment quick and comfortable. I have no idea if it's a placebo effect (I'm not supposed to see full results for 2 weeks) but I feel so much more confident 3 days into my results and I'm excited to see what else there is to offer at this magical place. read more

LaserAway - Gorgeous waiting area for happy clients! - Laser Hair Removal Near Me - Novato, California

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I've been going here for at least 5 years for a variety of different procedures (Botox, IPL) and have always felt the staff was professional and friendly and willing to take whatever time necessary. I've also, in the past, been to 2 other SoMarin similar types of office-practices many times and feel Laseraway is on par w/those and cheaper (and no one is trying to oversell any products). I'm also a retired MD and fairly discerning. I have only been to Novato Laseraway and recommend them highly. read more

I was in again for a refresh session and Jade, an RN there did my session. I loved that she took her time, double, & triple checked to make sure I would be taken care of. She is patient, so kind, and very knowledgeable on the products being used on me. I don't want to share what treatment I choose to do for myself, but I can say that I come out feeling really good and I'm really happy with my results. Thank you for another great appointment! read more

LaserAway - Waiting for my refresh session - Laser Hair Removal Near Me - Novato, California

I've only done 1 session so far, but the facility was very nice, clean, modern and the staff friendly and professional. The technician was thorough and I appreciated getting clear instructions and some supplies for after-care (tattoo removal). I have already recommended this business to a few others looking for the same procedure as I feel like I'm in good hands with LaserAway. read more

I have been at the Novato location several times and always had a good experience. The staff and nurses are friendly and professional. At a recent visit Bianca provided the treatment. She was so thoughtful to even ask what channel I preferred on the TV that ran in the background! Bianca was methodical and thorough with the treatment which is what I really appreciate. This is particularly important given that each time you get assigned a different nurse, which means consistency in the subtleties of the process can become a concern. read more

Super sweet! Very fast! It's not that bad! Kinda hurts when I do my face. But the rest of my body doesn't hurt, it kinda tickles. And BOY does it ACTUALLY make a difference! I am smooth :) read more

What to say about Joleen, she is simply wonderful, very attentive and helpful. And Nurse Alex is very kind and caring. I was very lucky, the whole Novato team was very respectful and patient. Highly recommend. read more

All the technicians have been wonderful. Today I saw Jennifer. She was knowledgeable, kind & efficient. I will return. Thank You Kindly! read more

Fabulous...wonderful! I'll preface by saying I've only ever had facials in the past. This was my first "procedure". I chose Clear + Brilliant for one treatment and Thermage FLX on another day. Noticing that I was a bit nervous, the staff and nurses were exceptionally kind, gentle and encouraging. I felt completely safe and comfortable in their hands. I left feeling excited and feeling great! Thank you LaserAway Novato! I'll see you soon! read more