LaserAway Burlingame

Customers generally describe the Burlingame location as professional and welcoming, with staff who demonstrate care and thoroughness during treatments. The clinic operates with a medical office atmosphere despite being part of a larger aesthetic chain. Most clients report positive experiences, though some have encountered significant scheduling issues and disappointing customer service responses to treatment concerns. The clinic employs nursing staff including Nurse Natalie, Nurse Karen, and technician Lydia, who are consistently praised for their professionalism and expertise. Staff members are described as knowledgeable, thorough, and attentive to client comfort levels during procedures. The technicians take time to explain treatments clearly and provide detailed before and after care instructions, with several clients specifically requesting certain staff members for their expertise. Front desk staff are described as welcoming and thorough in answering questions, helping clients feel at ease during their visits. However, chronic lateness is a significant issue, with appointments regularly delayed 15 to 30 minutes without prior notification. While scheduling can be challenging, the clinic has shown responsiveness to serious customer service issues, reaching out to resolve problems and offering complimentary sessions when mistakes occur. Some clients have experienced unprofessional responses from corporate representatives regarding refund requests. Procedures are frequently described as painless or comfortable, with staff regularly checking on client comfort levels throughout treatments. Technicians are noted for being gentle and accommodating to individual needs, adjusting settings based on personal comfort. The clinic uses numbing cream for certain treatments, allowing adequate time for effectiveness even if it extends appointment duration. Staff demonstrate attention to safety protocols by ensuring skin is clear and checking for any contraindications before treatment. However, some clients have experienced adverse reactions including painful hives that persisted across multiple sessions, with concerning reports that staff continued using the same settings despite documented skin reactions. Package pricing appears substantial, with one client mentioning $2,194 for combined underarm and Brazilian treatments. Some confusion has occurred regarding package terms, particularly around age restrictions and which specific treatments count toward purchased sessions, leading to disputes about service delivery versus payment.