Complaints

This profile includes complaints for Bosley, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bosley, Inc.

  9100 Wilshire Blvd Ph Beverly Hills, CA 90212-3415

  
• 

  Bosley Medical Group

  545 Boylston St # 14 Boston, MA 02116

  
• 

  Bosley Medical Group

  99 Park Ave., Penthouse New York, NY 10016

  
• 

  Bosley

  1601 Market St Ste 2410 Suite 2410 Philadelphia, PA 19103-2305

• 

  Bosley Medical Group

  2000 Auburn Drive Ste 200 Beachwood, OH 44122

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.

• Initial Complaint

  Date:06/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Back in 2022 I reached out to Bosley because of hair loss and was looking to fix it. I had scheduled a consultation at the office in ************** and the lady there told me what my results would likely be and that there was a deal going on that would allow me to receive more graphs for a lower ******* I set up an appointment for April 2022. I went through that long and painful procedure after spending 10K and followed the after surgery care precisely. The following weeks they were supposed to check in with me. At first they did, but as the time went on they didnt bother to check in to see how the hair growth was going. I was patient and just figured that the hair growth would take more time. After a year and a half I noticed no change to my hair whatsoever. If there was any growth it was minimal at best. Miraculously a representative decided to reach out to me in January of 2023 to see how I was doing. I told him that I didnt notice any growth. He responded that he would set up a video call with me, him and the *** in April 2023.The video call happened and during it the ** assured me that there was some growth, but also decided to prescribe me some medication to help. She told me that I would have to stay on the medication for the rest of my life.I got the surgery so I wouldnt have to do any kind of daily routine to keep my hair, so that was frustrating.They said to give it 8-9 months and then they would check back in with **** tried the medication and again there was no change to my hair growth.8-9 months later, January-February 2025, I havent heard from anyone. Ive tried reaching out to them multiple times, but I still am not getting any kind of response from them again.Its been 3 years since the surgery and nothing theyve done or suggested has worked. I was given false expectations. They got my money and dont care if their services work or not. Their customer service and care is some of the worst Ive ever had to deal with. Its unacceptable.

  Business Response

  Date: 06/13/2025

  Dear Mr. ******************* Denver representative has reached out to you numerous times.  Our Denver representative reached out to you again, upon receiving your message from the Better Business Bureau.
  
  Before your surgery in 2022, your Bosley surgeon advised you that *********** and ********* would strengthen your native (non-transplanted) hair, contributing to the density of your transplanted hair.  At your long-term post-surgical consultation on March 27, 2024, you were given prescriptions for both medications.  We regret that you have not taken these medications consistently.
  
  At that time, your surgeon advised you that you might want additional surgery to increase density.  He wrote this on the Consultation Summary which was given to you after your surgery. Also before your surgery, your counselor reviewed our Important Information Form which states that many patients desire additional work to increase density or to treat ongoing native hair loss.  This form was also given to you.
  
  At Bosley, our goal is to partner with our patients to identify the best options and to work together towards their medical and cosmetic goals. 
  
  The next step would be an examination by our permanent ****** surgeon. Although an in-person examination is preferrable, as you live quite far from ******, we suggest that you schedule a video consultation with our surgeon. Please call our ********************** at ************.

• Initial Complaint

  Date:05/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  In 2021, I received a hair restoration procedure at Bosleys ********* office and paid a total of $14,200. I was promised that the area would grow hair that would even cover the scar left behind by the procedure. That did not happen. I was left with a visible scar, no meaningful hair growth over the area, and disappointing results overall.I later had to undergo scalp micropigmentation (SMP), paid for separately out-of-pocket, to improve the appearance of my scalp and hide the scar and thinning areas.After relocating to *******, I attempted to resolve this issue with Bosley. I requested my records, spoke with their team, and even had a FaceTime evaluation. During that call, a doctor noted some improvement but again, that improvement is from the tattoo procedure I did myself, not from Bosleys work. Despite explaining this, I was told no refund would be given, and they tried to get me to come in for another consultation. I refused due to my complete loss of trust in the company.*** now reached out multiple times with no meaningful response or resolution.

  Business Response

  Date: 05/20/2025

  We have written to our patient via Certified, Return Receipt mail as follows:

  We regret that you have declined to schedule an in-person post-operative consultation.
  
  At your initial consultation, your counselor advised you that many patients desire a second procedure to increase density or due to ongoing loss of their native (non-transplanted) hair.
  

  Prior to your surgery, you advised your surgeon that you were using *********.He advised you to add ***********. At your recent consultation, you denied continuing with any such medical therapy.
  
  At your recent video consultation with your Bosley surgeon, he reminded you that the Bosley Guarantee is to replace any non-growing grafts at no charge, provided it is medically feasible. Prior to your surgery, you acknowledged your understanding of this by your signature on the Consent to Perform Surgery.  Your surgeon noted in your medical chart that you appeared to have normal growth from your hair transplantation procedure.
  
  An in-person examination by a Bosley surgeon would provide the medical assessment necessary to partner with you in a discussion of the most appropriate next steps toward achieving your hair restoration goals.
  
  We strongly encourage you to schedule an in-person appointment with a surgeon at the Bosley *************** most convenient for you.

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23328467
  
  I am rejecting this response because:

  I appreciate the response, but it does not resolve my issue. I am not seeking further treatment from Bosley, nor do I have confidence in their offer for another in-person consultation.
  
  
  I was left with a visible scar that was supposed to be covered by transplanted hair. This was stated during the consultation. That scar was never covered, and the results were not consistent with what was promised when I paid $14,200. I had to pay separately for a scalp micropigmentation (SMP) procedure to cover the thinning areas and scar this is the only reason there appears to be any improvement.
  
  
  The fact that Im no longer using ********* or *********** is irrelevant to the issue of the scarring and the failed cosmetic outcome. I was not told that stopping medication would result in the scar remaining visible or the overall result being poor.
  
  
  Bosley continues to reference a guarantee that only applies if I return for more procedures, which I do not want. I want to be clear: Im not interested in any further surgeries or treatments. Im requesting a refund or partial compensation due to unmet expectations, permanent scarring, and misleading information provided during the consultation.
  
  
  This is not about hair loss continuing its about a procedure that didnt deliver as promised, and the emotional and financial toll that has followed.
  
  
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 05/30/2025

  We have written to our patient by Certified, Return Receipt letter as follows: 
  
  We are interested in addressing your situation, whether you decide to have further treatment at Bosley or not. 
  
  Regarding medical therapies such as ********* and ***********, your Bosley surgeon encouraged you to use them to strengthen and thicken your native hair follicles.  Strengthening and maintaining your existing hair enhances the impact of what is achieved with the transplanted grafts. 
  
  We would still encourage you to come into the local Bosley office for an evaluation and discussion of your concerns.  I have asked our local representative to reach out to you to address your current situation.   
  

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23328467
  
  Thank you for your reply, but your offer to discuss further treatment does not address the reason for my original complaint.

  
  
  Ive already made it clear that I am not seeking additional procedures or consultations. I have no trust or interest in continuing treatment with Bosley. The procedure I paid $14,200 for did not meet expectations and left me with a permanent, visible scar that was supposed to be covered by new hair growth this was part of what I was told to expect during the initial consultation.
  
  
  The only visible improvement in my appearance today is from scalp micropigmentation (SMP) a separate tattoo procedure that I had to pay for out of pocket in order to hide the poor outcome and scarring from Bosleys procedure.
  
  
  Your responses continue to reference medications and re-evaluations, which are not relevant to my current complaint. The issue is that Bosley did not deliver the results promised for the cost I paid, and I was left with lasting damage.
  
  
  I am asking again for a refund or partial compensation for a procedure that did not meet the standard I was led to believe Id receive. If this cannot be resolved here, I am prepared to file complaints with medical oversight boards and explore further steps.
  
  
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 06/17/2025

   

  We have responded to our patient by Certified, Return Receipt letter, as follows:

  Last week our Bosley *************** in ******* reached out to you directly and repeated our request that you call us to schedule a consultation with our ******* surgeon who is nearest to your present location.  

  We regret that you have not responded.  Without this initial step, we cannot assist you further.

  Our desire is to work directly with every patient to identify and reach the best possible outcome.

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I booked a visit to my local Bosley office located at ******************************************, the week of 4/8/2024. I met with a gentleman who worked for bosley, he looked at my hair and recommended a graft number to get the look I wanted. I told him I wanted good results and he showed me imagery of people who had done the amount of grafts he recommended and their results. The images he showed looked phenomenal and he did not mention anything about needing more than 1 operation done for the look I wanted. I booked an appointment with the office in ******* on 4/17/24 to get my operation done. Again, the doctor and everyone at the office reassured me my results would look great with the amount of grafts I was getting. 10 months later, my hair has barely grown out but when I met with the person from bosley they told me my results looked great and if I wanted to fill my hair only 1500 more grafts for another ****** were needed. She had the Bosley surgeon confirm that statement as well.I decided to go to a different transplant company to see what they would say, they told me I would need at least 2 more operations of 5000 grafts each to get the results I wanted. Needless to say, bosley has lied and continuously misled me throughout the whole process. Never was I told that I would need multiple operations or the true cost to get the results I wanted. Even thought I expressed my intentions to every person I spoke with. They pushed their Bosley guarantee and pushed the fact that I would get great results. This company is a huge scam.

  Business Response

  Date: 03/12/2025

  We have written by Certified, Return Receipt Mail to our patient as follows:

  We were disappointed to receive notice from the Better Business Bureau that you had expected better results at your video consultation with your Senior Counselor,ten months after your hair transplantation procedure.
  
  Each hair follicle goes through different periods of growth and rest.  Typically,hair growth increases and thickens for up to two years after a procedure. Your results would be expected to continue to improve over the next year or even longer.
  
  Our *********************** has left messages for you, requesting that you schedule an in-person consultation with your Bosley surgeon.  We strongly encourage you to take this step to meet with your Bosley surgeon for his medical assessment and to discuss the current and future options best suitable for ****** is our goal to partner with you, and every Bosley patient, achieve the best possible outcome.

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I purchased the ** hair treatment cap for well over $1,300.00 during the first year it failed and customer support issued me an RMA number to return for repair. The unit was returned however it is not the large I originally purchased. It is small. I have been trying to contact customer support to correct this however my calls are never returned. Its been a dead end trying to take care of this issue.

  Business Response

  Date: 01/27/2025

  Dear ******* ********,
  
  We sincerely apologize for the inconvenience you have experienced regarding your Revitalizer Laser Cap. We have thoroughly reviewed your case and would like to assure you that we are taking immediate action to resolve this matter.
  Upon investigation, we have identified that the incorrect size unit was sent to you following the repair process. We understand the importance of receiving the correct product as per your original purchase. To address this issue promptly, we have initiated a return process for the small cap to the manufacturer in exchange for the correct size as per your order.
  Additionally, we have reached out to you directly to confirm the details of this exchange and ensure that you are kept informed throughout the process. Please expect our customer support team to be in touch with you shortly to finalize the arrangements and provide any necessary updates.
  We greatly appreciate your patience and understanding in this matter. Your satisfaction is our top priority, and we are committed to resolving this issue to your full satisfaction.
  Should you have any further concerns or questions, please do not hesitate to contact us directly at ************. We look forward to resolving this matter swiftly and ensuring your complete satisfaction.
  
  Sincerely,
  
  **** *****
  Bosley, Inc.
  ******************************************************************************************

• Initial Complaint

  Date:10/02/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I went in with a receding hairline with the confidence I'd come out with a full head of hair after paying 16k for this procedure and being shown before and after photos of individuals who had it worse than I did. From the first representative to the doctor they give you a false hope you will achieve a full head of hair. 6 months after the 10 hour painful procedure and long recovery period I had very thin hair where my receding hair once was. I was told to wait a year for the hair to be fully in place which I patiently did. After the year was over I still had very thinning hair where my receding hair once was. I asked Bosley (Dr. **** in ******) if it was going to get thicker and he said he believed it would. It didn't so during a follow up zoom call I expressed my concern and was told to give it a few more months. I did so and the results did not change. I communicated with Bosley and told them I was not happy and was told they would speak with Dr. **** and get back to me. That was on 09-19-24. NO ONE has gotten back to me so I guess I'm just stuck with thinning hair after 16k. I do not recommend AT ALL. False advertising and bad customer service for failing to get back to me. They should have to tell you UP FRONT that your 16k will not give you the full head of hair you desire and that it is only the cost for one procedure that will give you more hair and that you will have to pay for ADDITIONAL procedures to get the full head of hair. I would NOT have gone through with this if I had known my 16k was only going to give me thinning hair where my receding hair line was, absolutely absurd.

  Business Response

  Date: 10/09/2024

  We have responded to our patient by certified letter as follows:

  We were disappointed to receive notice from the Better Business Bureau that you had expected a full head of hair after your *************** procedure on July 27, 2023.  When you met your Bosley surgeon before your procedure, he wrote in your chart may want a second procedure to add density and had you sign that you were advised and understood that your density could be increased after your initial procedure. 
  
  In addition, on July 6th your Senior Counselor gave you a copy of Important Information From Bosley which states the great majority of our patients want to have at least two procedures to a given area.  You also signed this document, confirming that you had read and understood it.
  
  It is always important to us that our patients have the best possible outcome.  We strongly encourage you to make an appointment with your Bosley surgeon for an in-person consultation to work together to explore your best options to continue toward your hair replacement goals.

  Business Response

  Date: 10/09/2024

  We have responded by Certified letter to our patient as follows:
  
  We were disappointed to receive notice from the Better Business Bureau that you had expected a full head of hair after your *************** procedure on July 27, 2023.  When you met your Bosley surgeon before your procedure, he wrote in your chart may want a second procedure to add density and had you sign that you were advised and understood that your density could be increased after your initial procedure.  
  You received a copy of Important Information From Bosley which states the great majority of our patients want to have at least two procedures to a given area.  You also signed this document, confirming that you had read and understood it.
  It is always important to us that our patients have the best possible outcome.  We strongly encourage you to make an appointment with your Bosley surgeon for an in-person consultation to work together to explore your best options to continue toward your hair replacement goals.
  

  
  

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22368667
  
  I am rejecting this response because:

  Isn't a "full head of hair" the expectation of every client after going through the trauma of the experience and paying over $16,000? When I spoke with representatives prior to seeing Dr. **** the impression given was that a full head of hair was what would be achieved.  I remember Dr. **** telling me that additional procedures could be necessary but that was AFTER I asked him "what happens if I lose more hair in other areas that I did not receive a transplant?" Anything I signed I obviously did not read or understand if it CLEARLY stated I would need multiple procedures and more money to achieve the goal of a "full head of hair".  Who in their right mind pays that much money for thinning hair?  Absurd.  Shame on me for trusting all the talks prior to the procedure by representatives and not reading the documents thoroughly.  Shame on me for falling into the advertising Bosley promotes for marketing.  Anyone watching your advertisements would assume the same thing I did.  I'll say it again, shame on me for not reading what I signed but you know shame on you for not being VERBALLY transparent.   You strongly encourage me to make another appointment in person?  I will not, first I'm no longer comfortable with your office and secondly I refuse to pay anymore money.  Your business needs to be verbally clear and transparent from this point forward to avoid this.  This transparency should start at the first consultation with the representative you speak to on the phone through the procedure.   

  Sincerely,
  
  *** ********

  Business Response

  Date: 10/16/2024

  We have responded to our patient's rebuttal by certified letter as follows:

  At Bosley, we do our best to ensure that our prospective patients understand that most patients will desire an additional procedure for added density.  That is why your Bosley surgeon required that you sign your diagnosis and the Important Information Form both of which were given to you.  We regret that you continued your misconception despite our verbal and written efforts.

  Your medical chart notes that on your return visit, both you and your surgeon noted very good growth of your transplanted grafts. 

  It is always our goal to partner with our patient to achieve their best possible outcome.  We again urge you to return to your Bosley surgeon to assess and discuss your optimal hair restoration strategy.

  Sincerely,

• Initial Complaint

  Date:06/26/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  They were supposed to do ***** grafts but they tried to do it all in one day so my head was so swollen and sore from the grafts and the needle to numb my head I believe they had no other choice but to stop they garentee to replace any grafts that *** fall out and the lady providing the pain medicine with a needle in my head was very nasty and talking behind my back but in front of me saying his mother paid for the procedure and I could tell she was ready to go home I don't believe she was even putting any pain medicine in the needle after a couple hours of the procedure I called to complain and they hung up on me I would like a refund or another procedure like they advertise

  Business Response

  Date: 07/03/2024

  We have written to our patient by Certified, Return Receipt mail as follows:

  We have not seen you for over 12 years, we would encourage you to make an appointment to meet your Bosley surgeon for an updated examination and a discussion of the options available to you. 
  
  Your March 21, 2012 procedure was not cut short due to time.  During your procedure ***** grafts were transplanted, of which 559 grafts were free of charge. 
  
  The Bosley Guarantee is available to every patient: We will replace any grafts which did not grow free of charge. 
  
  It is always our goal to work together with our patients to achieve the best possible outcome and we look forward to working with you.

• Initial Complaint

  Date:05/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  They said some people only need one treatment and some people need two treatments. They said that I was a one treatment project. And when I complained they sent me back to the clinic for reassessment. They said that i would have to spend another ******* dollars to get the results.

  Business Response

  Date: 06/05/2024

  We have responded to our patient via certified, return receipt mail, as follows:

  At Bosley we strive to reach the hair replacement goals of our patients.  We were very disappointed to receive your complaint to the Better Business Bureau.
  
  Before your hair transplantation procedure on April 20, 2021, your Bosley surgeon explained to you that you might want a second procedure.  On your copy of your consultation record, your surgeon wrote: 2nd procedure may be desired to 1, up density, or 2, graft another area.  Your medical chart notes that your main concern was to reinforce your hairline and just behind the hairline and that your grafts were placed only in that area. Your medical chart notes that eight months later you advised us that you were pleased with your results so far. 
  
  Your medical chart notes that at your consultation with your Bosley doctor on September 19, 2022, you expressed your concern that the sides of your hair were thinner than in the crown.  Your doctor advised you that this could be remedied by transplanting to another area, i.e., the sides.  Your doctor recommended a second procedure of 800 grafts to add density to the sides. Due to your concern that the growth was thinner on the left, we offered to make 100 of the 800 grafts at no charge to you. Your chart further notes that you were considering scheduling this second procedure in December; 2022; however,we did not hear further from you.
  
  More than a year and a half has passed since your last appointment with us.  We urge you to schedule a consultation with your Bosley surgeon to explore your hair replacement options.  Of course, our offer of 100 grafts at no charge is available to you provided you choose to have a second procedure as were recommended by your Bosley surgeon.  We look forward to continuing to work with you toward your hair replacement goals

• Initial Complaint

  Date:05/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Had been a customer of ********************** for a number of years. In August 2023, paid for two treatments (one in August and another in February). Decided not to have the February treatment and request a refund. Multiple calls including calls on May 1 and May 14, 2024. They confirm that a refund is due but has to be approved at higher level. Will not provide phone number of higher level. It has been three months, and a refund should be simple. On May 1 they said they hoped to have processed by the next Friday. $

  Business Response

  Date: 05/26/2024

  Patient satisfaction is very important to us and we sincerely apologize for the delay in refunding our patient for her cancellation.  We confirm that her refund is in process, and we will update her after the holiday tomorrow. Unfortunately, some staff reassignments had impacted the progress of her refund.  We have instituted improved procedures to avoid such an occurrence in the future.  Again, we are very sorry for her inconvenience.

  Customer Answer

  Date: 05/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:05/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  The cleanliness of the ************** was not good. I left there with a infection Doctor *** refused to give me any antibiotics for almost 30 days. I still have scabs that are bleeding bumps. My head still sore. He told me stuff and then when I talk to him the next time he denied saying it he does not tell the truth and I am a disabled veteran Native American also believed that I was possibly. Racism involved because I'm x military too.Disable vet still having problems with that.They've caused my hair to look worse than it did before still deal in with Bleeding. bumps I would like a full refund and I was also overcharged. They gave me a medical kit when I left and charged me $500. There wasn't probably $3040 worth of stuff and they took half of it out and charged me 500 school price still for it. It's to pull out your stitches and stuff. They took the tools and stuff out. So I had to go to the VA hospital 5 times in *******, ********** I had. 5 different prescriptions of antibiotics get rid of the infection that I still have.They need to be investigated for claiming a list and overcharge

  Business Response

  Date: 05/08/2024

  We have responded to our patient by Certified, Return Receipt Letter as follows:

  Patient satisfaction is very important to us, so we were disappointed to receive your complaints
  to the Better Business Bureau.
  

  Our ************************ and all Bosley Surgical Offices, are cleaned and disinfected every day. Gloves, masks, gowns, hand washing and sanitizing is rigorously kept at hospital standards.

  The clinical staff responded fully to each of your phone calls to clarify your post operative
  instructions regarding your folliculitis. This is a common occurrence as new hair grows from your
  transplanted grafts and breaks through your skin. In view of your folliculitis, your Bosley surgeon
  prescribed an oral antibiotic to supplement the cream included in your take home Follican Kit.
  However, you chose to go through the VA and received a different prescription.

  The Follican kit includes day spray, night spray, shampoo/conditioner, and antibiotic ointment.
  You may have misunderstood our protocol. During your post operative instructions, we take out
  these four items to explain them and to demonstrate the use of the ointment and day spray on
  you. Then they were returned to the bag provided to you to take home. We also included a sealed suture removal kit containing sterile scissors, tweezers and Telfa pads. When you called regarding your concerns, our staff specifically asked you if you had all these items and if you were following the post-operative protocol. You confirmed that you had them and were following all the post op instructions to the letter.

  We were very disappointed that you suggested we may have shown discrimination in your
  treatment. Our office is very diverse. We pride ourselves on providing the best possible
  experience and outcome for every patient.
  

  The Bosley Guarantee is to replace any non-growing grafts at no charge. We strongly encourage
  you to schedule an appointment in December to meet your surgeon. He will welcome the
  opportunity to assess the growth of your grafts and to partner with you to achieve your best
  possible outcome.

• Initial Complaint

  Date:04/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Date of consultation 06/09/22. Location; San Antonio, TX. Date of Procedure 07/26/22. Location; Houston, TX. PURPOSE OF PROCEDURE; To lower original hairline. The area of concern did not have native hair before the procedure. (Correct a naturally high hairline). Amount paid; Approximately—* ******.
  Complaint: Breach of Contract, False/misleading advertisement, Medical Malpractice, Fraud, Deceptive business practices.
  Grafts purchased-1600. After reviewing post-op pictures, no more than 1100 were transplanted. Upon contacting Upper management, I requested my medical files. Bosley legal dept. sent me altered photos. Clear distortion of pixels and intentionally blurred photos.
  
  Before procedure, I informed the organization of possible alopecia. This was done on the day of the consultation, 5 days before, and on the day of procedure. The original physician *** ******* ***** proceeded with the procedure.
  
  Months following the procedure, I informed *** that the spacing was very excessive. I was told to wait for the 8-month check-up. I was then told to wait to the 18-month check-up. On the 18-month check up *** was very demeaning when I expressed concern for the spacing. I requested a new physician.
  
  I spoke to two different offices. 1 stated they would not fulfill the Bosley guarantee due to possible alopecia. The 2nd demands a biopsy, or will not correct the issues. I was told that all costs for travel and biopsy would be at my expense.
  
  I have demanded the Complaints department's supervisor's contact information, however, no one has responded. The amount of grafts owed exceeds 300. Moreover, the hairline was made denser than the mid area, creating an odd hairline.
  
  At no time was a microscope analysis done, as advertised. The amount of prescribed grafts was grossly underdiagnosed. This organization was very disrespectful when addressing my concerns. The lack of communication and the methods used are deceptive, intentional acts to force additional procedures.

  Business Response

  Date: 05/02/2024

  We have responded to our patient via Certified, Return Receipt Mail as follows:

  Patient satisfaction is
  very important to us, so we were disappointed to receive your complaint to the
  Better Business Bureau, despite your recent video consultation with our Bosley
  surgeon.

  
  The Bosley Guarantee is
  to replace non growing grafts at no charge. 
  In December, 2023, at your in-person long term post-operative
  consultation, your Bosley surgeon evaluated that 400-500 grafts had not
  grown.  In view of your medical history and
  to be more than fair, we offer to reimburse you for 800 grafts at the rate you
  had purchased your grafts, in resolution of your complaint.
  
  As recommended by your Bosley physician, we
  encourage you to continue preventative hair loss therapy to assist in the retention
  of your native hair.

   

  Customer Answer

  Date: 05/14/2024

  
  
  ********** ********
  
  
  
  I am rejecting this response because:

  The contract to replace any grafts that did not grow stands firm. My medical condition has not changed from the time the contract was agreed upon by both parties. Moreover, the question of the number of grafts that was originally implanted has not been addressed. In the pictures I provided, there is a clear indication that the number originally agreed upon was not transplanted, thereby leading to breach of contract (on both issues). Furthermore, the spacing is grossly far apart, especially in the mid section. (the hairline is thick and the middle is spaced far apart.) As I stated in the original complaint, this was transplanted in an area where there was no native hair previously, thus medication would not be the cure to the damage made by this organization. In addition, traveling expenses to an out of state office should not be subjected to a patient in which this organization failed to provide professional care. Equally important, the follow up appointment was not properly conducted. There was no real evaluation/examination. (The room was not well lit, the Dr. spent 5 minutes looking at the area at a distance of 5 to 6 feet, and there was no microscope exam.) 

  In sum. This organization continues to fail to properly communicate to their patients (as proven in other complaints filed to BBB). This organization has breached the contract to replace hairs not grown. The original number of grafts transplanted is less than number agreed upon and paid for. The medical conditions are the same today as they were at the time of the procedure. Thus, breach of contract and or medical malpractice is present. 

  I seek a full refund and paid travel to another facility to correct the damage, or I will have to file in court.

  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 05/21/2024

  We have responded to our patient by certified, return receipt mail, as follows:
  
  We stand by the veracity
  of our medical charts.  On July 26, 2022, you received 1,604 graft
  transplants, 300 in the hairline and 1304 just behind the hairline, before the
  crown of your head.  We do not tamper with photos, which are a valuable source
  of medical information.
  
  Your medical chart notes
  that you based your estimation that 1600 grafts had not been transplanted
  because you felt you had a limited result.  On December 5, 2023, your
  surgeon agreed that as many as 500 grafts had not grown by that time. He
  offered to replace up to 800 grafts at no charge to you.  However, given your view concerning your past medical history in the area which could compromise the growth of
  transplanted grafts in the areas that were affected,
  we have offered to reimburse you for cost of 800
  grafts, instead
  
  As recommended by the three Bosley physicians who
  have consulted with you, we encourage you to continue preventative hair loss
  therapy to assist in the retention of your non-transplanted native hair which can continue to thin throughout
  your life.
  

  Customer Answer

  Date: 06/01/2024

  
  
  ********** ********
  
  
  
  I am rejecting this response because:
  

  This organization is not accurately observing the data
  within the medical records.
  In observance of the medical charts;

  
  The pictures will prove that the agreed area of the
  procedure was to be from the tip of the hairline, leading down to the nose. (Exhibit
  A)
  In addition, the photos provided in the report demonstrating
  post op (follow up) are blurred and have discoloration in the area of concern
  (in the area of the procedure). This indicates a lack of respect for proper
  documentation and implies an intent to disfigure the results or to be
  misleading. (Exhibit B)

  
  In observance of the post op photos;
  After enlarging post op photos taken by my camera, the
  individual grafts can easily be counted. After review, there is evidence that
  the number of grafts implanted do not equal the number of grafts agreed upon in
  contract. (Exhibit C)
  It is within these photos that evidence of extreme
  spacing is present. Again, these photos are within 14 days of the procedure. In
  addition, Photos presenting the area of concern months after show extreme
  spacing as well.

  
  Past Medical History;
  It is unknown as to what this organization is implying
  in their response. The fact of the matter is that I have no concerns of my past
  medical conditions. It is this organization that has refused to complete the transplant
  due to “possible alopecia.” As stated, this was made known to the physician
  prior to the original procedure and has not changed to date.

  
  Medical chart Notes;
  After reviewing the medical charts, it is unclear how
  anyone can deem them as fully legible. I request that they be translated verbatim
  in a manner that can be easily read. I have attached pictures to show how
  outrageously sloppy the handwriting is. (Exhibit D)

  
  In conclusion,

  This issue began because the physician, *** *******
  was unprofessional and demeaning. In addition, there is a lack of integrity in
  the manner of what was advertised, and what was performed. Moreover, this organization
  has not made reasonable attempts to communicate with haste, nor does it seem to
  be honest in its responses/medical charts.
  

  I will be happy to provide a YouTube video
  demonstrating the counting of the transplanted grafts to prove that the number
  does not equate to 1604, as paid for, as well as educate the public of my
  experience with Bosley.

  
  My request for a full refund due to the damages and
  breach of contract stands. If this organization does not agree, I will file a
  claim in court immediately. 

   

  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 06/12/2024

  We have responded to our patient via Certified, Return Receipt mail as follows:

  As we stated in our response
  to you earlier, we agree that your grafts were placed in the hairline and just
  behind, but not in the crown, as you and your Bosley surgeon agreed.  We
  also agree that spacing behind the hairline was more widely spaced than at the
  hairline.
  
  We do not agree with your
  allegations that you received less than the 1604 grafts stated in your medical
  chart. Our medical staff carefully count the grafts.  Our medical
  reputation is very important to us.  We have no reason to falsify your
  medical records. 
  
  It is impossible to accurately
  count the transplanted grafts at a later date. Not every transplanted follicle
  results in a “countable” scab.  Transplanted hairs typically fall out but
  regrow starting approximately three months after the procedure.   
  
  The Bosley Guarantee is to
  replace non-growing grafts at no charge, provided that the Bosley physician
  finds our patient to be a medically appropriate candidate for surgery.  It
  is Bosley’s medical decision that your history and the non-growth of almost
  one-third of your grafts seriously impacts the prospect of success of an
  additional transplant surgery.
  
  In your complaint, you stated
  that we “owe” you 300 grafts.  Your Bosley surgeon examined your
  growth.  Based on his medical experience, he estimated that up to 500
  grafts had not grown.  As a courtesy, we have offered to refund the cost of
  800 grafts. 
  
  We are disappointed that you
  are dissatisfied with our care and would welcome your acceptance of our offer.  We will reach out to you directly.

  Customer Answer

  Date: 06/18/2024

  
  
  ********** ********
  
  
  
  I am rejecting this response because:

  At the heart of this complaint, the issue of gross
  negligence is illuminated on multiple fronts. Negligence is present/demonstrated
  prior to the procedure, during the procedure, and is easily observed throughout
  the course of this attempt to resolve the issue(s) [directly with the Bosley
  staff and through the “mediation” services of the Better Business Bureau’s
  website].

  Beginning with the ladder, one can easily agree that
  this organization has failed to address the concerns stated in my previous
  response(s) respectfully and in full. This is most notable in the fact that I have
  provided the pictures from the medical records proving that the physician notes
  are not legible and that the pictures taken by Bosley’s medical staff are grossly
  distorted. I have requested that this organization provide a legible copy to
  the frontlines of this debate, yet Bosley has intentionally ignored this
  request.

  Moreover, I have brought to light that false advertisement
  was practiced. Specifically, I have made a strong note that there was an
  absence of the microscope examination of the scalp prior to the procedure. This
  “process” is advertised on TV commercials, YouTube commercials, and is present
  (on a TV monitor) at the office in which the surgery took place. The importance
  of this evaluation process is vital to the initial determination of the candidacy
  of the patient.

  
   The question
  here is; how was the patient determined to be eligible/approved for the surgery
  (considering that the physician was aware of the “medical condition” prior to
  the procedure)?

  
  The fact is that both the consultant and the physician
  voted for and elected me as a “excellent candidate.” As a result, a sales order
  was agreed upon to proceed with the surgery.

  
  This “sales agreement” initiated the "Bosley Guarantee." This organization has stated that they will not honor the “Bosley Guarantee” due
  to a “medical condition” that was known prior to the agreement. Thus, a breach
  of contract or medical malpractice (or both) is admitted by the organization.

  It is also important to note that if I allowed Dr. Feldman to proceed with an additional surgery, there would have been no debate or dispute with the procedure by this organization. It is only due to the fact that I requested a new physician to correct the errors of *** ********s first surgery that this organization has chosen to deny me the "Bosley Guarantee." In other words, the breach of contract stems from me requesting a different physician rather than "a medical condition." This fact was witnessed by several staff members in the Houston office. Therefore, the issue of a breach of contract stands to reason and must be resolved. 

  Equally important, the gross spacing done in the initial
  procedure provided ample room to allow anyone observing post-op pictures to
  easily count the number of grafts transplanted. The pictures provided are from the
  day of the procedure and thus are extremely accurate. The number of grafts
  counted is less than 1200.
  Lastly, this organization has demonstrated negligence
  in properly quoting my statement in regard to the number of grafts “owed.” In
  my original complaint, I clearly stated that the “number of grafts owed EXCEED 300.”
  
  In conclusion.

  The standard of care before the
  procedure, during the procedure, and post-procedure falls below the expectations
  of a reasonable person. This organization has clearly stated that the reason
  for breaching the contract is due to a medical condition that was known prior
  to the surgery. As a result, I have experienced permanent damage, leaving me
  scarred and disfigured.

  I DO NOT ACCEPT YOUR OFFER. If this organization
  continues to deny me just compensation for the damage(s) experienced, I will present
  this complaint and all relative, factual evidence to a jury of our peers to
  have the matter resolved. In addition, the International
  Society of Hair Restoration Surgery (ISHRS) and the American Board
  of Hair Restoration Surgery will be notified to review the merits of this
  complaint and all evidence demonstrating the standard of care in which Bosley Medical Group has
  chosen to practice.
  
  
  Respectfully,
  
  
  
  ****** ********

  Business Response

  Date: 06/28/2024

  We apologize for the frustration of the lengthy
  back and forth correspondence via the Better Business Bureau, which has not led
  to clarity.  Someone from the Bosley team will reach out to you to resolve
  your dissatisfaction.
  
  With
  regard to your most recent correspondence, we would like to clarify that your surgeon’s acceptance
  of candidacy rests on years of experience and the physical evaluation. The
  microscopic examination is an optional tool, valuable in explaining candidacy
  with our patients.  When you declined to have an additional procedure with
  your original Bosley surgeon, we arranged a video consultation with another
  surgeon in February. In his medical opinion, a biopsy would be necessary prior
  to accepting you as a viable candidate for an additional hair transplantation
  procedure.

  Customer Answer

  Date: 07/09/2024

   
  
  ********** ********
  
  
  
  I am rejecting this response because:

  I have not been contacted to resolve this issue. This organization has a direct contact information (i.e. phone number and email address) 

   

  Due to the lack of care to peacefully resolve this issue in a timely manner, prior to the statute of limitations for medical malpractice, I will be forced to file this complaint in civil court/circuit court. 

  This organization has until the 20th of July to remedy this issue in the amount I have stated, or I will be forced to seek the full amount allotted for the damages of, inter alia; Medical Malpractice, Breach of contract, Theft of Service, False Advertisement, Gross Negligence, and Deceptive Business Practices.  

  The amount to remedy the complaint is ******* plus the cost to repair scarring. 
  
  
  Respectfully,
  
  
  
  ****** ********

  ************

  Business Response

  Date: 07/22/2024

  We have reached out to our patient, again, offering to fulfil the Bosley Guarantee to replace any non-growing grafts at no charge, provided the patient is accepted as a medically appropriate candidate for an additional hair transplantation procedure.
   
  We continue to encourage our patient to accept the Bosley Guarantee.
  
  
  Thank you,
  
  ***** *******