LaserAway Novato — Local services in Novato

I highly recommend asking for Shila, she’s the fill in technician from Walnut Creek… she works on Saturdays. I was very displeased with the Novato technicians!

I bought eight laser hair removal treatment sessions for lower body at the Novato branch. I scheduled these sessions on Sundays since I work full time. The first 5 sessions were performed by highly incompetent technicians that were speeding through the entire session and finishing it up to 30 minutes ahead of time. During the session, the technicians were moving the laser so quickly that I would hear it click only once but they had already passed over a 5-6 cm skin length area. I addressed my concerns with the technician and started to watch what they are doing for quality control.

I remember that one of them pushed back saying that, "I am making her uncomfortable that I am watching her work." I rescheduled one session to Saturday where I met up with the manager and shared my experience. She gave new instructions to the technician and the session was done flawlessly, I came to learn that this technician wasn't a Novato Tech but she worked at the Walnut Creek branch and she came to help out on the weekends. I scheduled my last remaining 2 sessions with her and they were amazing. As happy as I was with Shila, I was equally saddened because I felt I was robbed out of my money for the first 5 sessions. I had paid for a service that I didn’t get! 

I spoke to the manager again and she gave me one complimentary session for my buttocks area and not the entire lower body that I had initially purchased. I keep receiving calls for promotions on Touch Up sessions being discounted. I wouldn't need touch up if my initial sessions were performed by competent techs. I have seen results of laser hair removal treatments on people and that is what encouraged me to go and get them. My only advice is for you to get them at the Walnut Creek branch or ask for Walnut Creek techs and not the...

This was my second time coming here for laser hair removal. Each time has gone quickly and the nurse I had this time, Sam, was super nice and reassuring. The girls at the front desk are very welcoming and helpful. I would recommend this place for any of their services

Update: 5/12/25

So I am updating this review based on my results. My hair is still there. I got laser for my Brazilian, underarms, stomach and lip and I still have hair growing quite a bit under my arms, stomach, and lip and on my Brazilian area. There is only patches on my Brazilian where the hair does not grow back at all. I feel like they were not increasing the laser strength as much as they should have. (Which is what I saw in previous reviews and this is done by the company to make people spend more and have to come back.) I am a full-time college student and now I am stuck paying 3000 dollars back for nothing. The last session she turned the laser up super high and said that I will have to come back if I see hair throughout the year. I want to get more sessions done but I cannot afford to pay for more. I got 8 sessions and I am really upset that now I am in debt for a service that did not bring me results I was hoping for ): I tried to reach out and the just sent me an email that helped me In no way. If you get laser from this place or any place make sure you keep track of the laser strength increases and maybe ask them how much they are increasing it each time. I didn't do that cause I trusted that they were. and maybe they were but either way I still have hair growing in all areas I got laser done and I feel cheated and really sad that I am stuck paying this off when I really cant afford it but I really wanted smooth hair freeskin which is why I invested in this....

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...