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Business Profile

Dermatologist

DERM Lab

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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  • Initial Complaint

    Date:17/06/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hello,I am writing to formally lodge a complaint against DERM Lab, A WELL ************** regarding an unfair cancellation fee that I was charged.On May 23rd, I called the clinic at 12:00 PM to reschedule my mother's appointment, which was scheduled for Monday, May 27th at 9:45 AM. I was informed that I would be charged a $100 cancellation fee because I was two hours late for the 2-day notice period required by the policy.Given that I called on Thursday to cancel an appointment for the following Monday, I believe I provided ample notice. Moreover, my mother no longer requires this appointment, which I also communicated to the clinic. It is crucial to note that I was initially asked to pay the fee only if I needed to reschedule the appointment immediately.In subsequent discussions with the clinic, I received conflicting information regarding the cancellation fee. Initially, I was told that if I had explained our situation during the call, namely that my mother's flight was postponed due to a family emergency, the fee would not have been applied. However, this was later refuted by the manager.Currently, I am being informed that a refund cannot be issued because the payment has already been processed by the head office, whose contact information is not being disclosed to me. This lack of transparency and inconsistency in communication is concerning.I am reaching out to the Better Business Bureau in hopes of resolving this issue, as my direct efforts with the clinic have been unsuccessful. I believe the $100 cancellation fee was unfairly charged and am seeking a refund for this amount.Thank you for your attention to this matter. I look forward to your assistance in resolving this issue.Regards,***************************

DERM Lab is NOT a BBB Accredited Business.

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