Laseraway Novato's Online Review Report Card

Horrible customer service. Cancel repeatedly same day. Do not use this location, it is a joke. In response to your response: I did contact your front desk, asked to speak with a manager and was told they weren’t available. I then asked that the manager called me, and nobody ever called me. Spend thousands of dollars and can’t even get a call back. There is a penalty if I cancel with less than 24 hours notice, but your company does this repeatedly and offered me nothing but, “there are 10 other patients who also had to reschedule.” Some unsolicited advice, explain to your customer service rep that’s a “you” problem and does absolutely nothing to change my situation or the wages lost taking time off work for nothing. Before you start asking me to pick a new date that will also probably be changed, address your mistake, your lack of professionalism, and find a solution that actually makes it seem like you care about your customers.

Tracy!! Did such an amazing job with my tattoo removal and was really patient with me ! I highly recommend her !

If you're considering removing a tattoo, I advise you to do thorough research and avoid falling for misleading advertising. I got a quote from Removery and was charged $4,300. Then I saw an ad from LaserAway offering a 60% discount, but they actually quoted me almost $10,000 to remove the tattoo, trying to deceive me with the supposed discount. Be sure to research reputable companies to avoid being scammed.

I’ve had two Thermage treatments with Katie, and I honestly can’t say enough wonderful things about her. From the moment you meet her, you feel completely at ease — she’s kind, compassionate, and incredibly caring. You can tell she genuinely loves what she does and truly wants the best for her patients. Katie takes the time to explain everything thoroughly, checks in constantly to make sure you’re comfortable, and never rushes the process. Her knowledge of the technology and how it works with different skin types gave me so much confidence, and her gentle, professional approach made the treatments a breeze. I was honestly nervous at first, but she made it feel easy and even enjoyable! Beyond being an expert at what she does, she’s just fun to be around. I actually look forward to appointments with her — how often can you say that about a laser treatment? My results from Thermage have been amazing — subtle but noticeable tightening and a fresher, more lifted appearance. But just as important as the results is the experience itself, and Katie makes it exceptional every time. If you’re considering Thermage or any skin treatment, do yourself a favor and book with Katie. She’s the absolute best!

Jamie Williams was my consultant and made me feel 1000% confident in my choices. I saved her contact info and will definitely contact her for every single beauty need! Yay!!!

Michelle was thorough, friendly and awesome!!

I've never felt compelled to write a bad review but this office deserves it. I've been a client of LaserAway for many years, and have had a great experience and spent a lot of money on their laser treatments using various offices in the Bay Area. It has always been great working with their staff and nurses. I recently purchased a package for their Novato store but ended up having to cancel it. I'm fully aware of their 24 hour cancellation fee. I made sure to cancel the package and the appointment 3 days before my first appointment! Appointment was schedule on April 19th and I cancelled on April 16th after speaking to a live person in their Novato office. This is well within their 24 hours notice. When I informed the receptionist that I will be cancelling my the package, she told me someone would get back to me in 24 hours. NEVER HAPPENED. On the day of my appointment, I was getting calls from the office to which I immediately called back to remind them that I cancelled. They billed me $50 as a "no show". After WEEKS and WEEKS of calling them to get the charge reversed and being told, "someone will get back to me", someone finally did get back to me to tell me I'm SOL that them charging me was warranted. Buyer beware. Their customer service is absolutely horrible. This so called "manager" was not trying to resolve my issue as he was combative, extremely condescending, kept cutting me off and would not listen to anything I said starting from the minute I answered his call. I've never had a more deplorable customer service experience in my life.

Professional and relaxing atmosphere. So appreciate the kindness from all the staff. Makes a difference when getting uncomfortable treatments done to know that the staff from the administrative folks to the nurses providing the treatments are going to take excellent and kind care of you.

I recently visited LaserAway and had an amazing experience with Nurse L. She was incredibly kind, her energy was bright, and she got right to the heart of things. From start to finish, she made me feel comfortable and confident in the procedure. I couldn’t have asked for a more professional and caring provider. Highly recommend!

Great experience everytime at Laserway Novato. Super friendly knowledgeable staff. Would recomend them to everyone.