Complaints

This profile includes complaints for Horizon Dermatology and Laser Institute's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Horizon Dermatology and Laser Institute has 5 locations, listed below.

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  Horizon Dermatology and Laser Institute

  1321 N Harbor Blvd Ste 205 Fullerton, CA 92835-4130

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  Horizon Dermatology and Laser Institute

  369 San Miguel Dr Ste 200 Newport Beach, CA 92660-7850

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  Horizon Dermatology and Laser Institute

  1011 Devonshire Dr Ste B Encinitas, CA 92024-5136

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  Horizon Dermatology and Laser Institute

  3248 Sepulveda Blvd Torrance, CA 90505-2719

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  Horizon Dermatology and Laser Institute

  50 N La Cienega Blvd Ste 218 Beverly Hills, CA 90211-2246

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:03/09/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 scheduled an appointment through ****** for this physician. I submitted copies of all my insurance cards in advance. I was seeking a primary care doctor after just moving here. I responded both by email and text multiple times to confirm I would make my appointment. They advised if I didnt show up there would be a cancellation fee. Once I arrived they asked for my insurance cards again and advised me they do not accept ******** as a primary. I entered Blue shield and ******** in my application for an appointment along with supporting copies. The receptionist advised that they only take blue shield pop, and not blue shield ******** supplement. And I would need to pay the $125 cancellation fee, they advised they tried to call me the day before my appointment and I did see a missed call but it was after hours. I asked them why they didnt email me or text me about the insurance before hand. After I had responded to multiple texts and emails prior. I was told since I made the appointment through Zoc Doc, the the insurance cards are not looked at only what I entered in my application. I paid the $125 cancellation fee even though I did not cancel.

• Initial Complaint

  Date:01/29/2025

  Type:Billing 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.

  Dear BBB,I am filing this complaint against ********************** Name] regarding unfair billing practices and poor communication.I scheduled an appointment through ******, where the office was listed as an in-network provider for my insurance plan. However, two hours before my appointment, the office informed me that my insurance was not accepted and requested an out-of-pocket payment of $139. When I declined, they charged me a $150 cancellation fee, which I had no knowledge of prior to booking.Additionally, they sent me a document claiming I agreed to their cancellation policy, but my name is misspelled, raising questions about the documents validity. Their refusal to waive the fee despite these circumstances feels unjust and predatory.I am requesting that the BBB investigate this business and its practices to ensure other patients are not similarly misled.Thank you for your attention to this matter.

  Business Response

  Date: 01/29/2025

  This patient scheduled an appointment with our office through a third-party appointment scheduling system. The issue arose when she entered incorrect insurance information into the third-party system (ZocDoc), resulting in us not being in-network with her insurance provider. It was necessary for the patient to provide accurate insurance details. While we understand the frustration this may have caused, it is ultimately the patient's responsibility to ensure accurate information is provided.
  We made several attempts to resolve the situation by offering various solutions, all of which were declined by the patient. For instance, we proposed a significant courtesy discount, reducing the $195.00 cash rate to $139.00, and offered to waive the $150 late fee, but these offers were rejected. Additionally, we suggested a 50% reduction in the late fee, from $150 to $75, which was also declined.
  The patient has now accused us of tampering with her Consent Form, which she herself completed and which outlined our $150 policy. The document was obtained from ZocDoc and is part of her medical records, making it impossible for us to alter it. This accusation is unwarranted and aggressive.
  We strive to provide excellent care and service to all our patients, and it is disheartening to be met with such accusations. We had hoped to have resolve this issue amicably.

   

  Customer Answer

  Date: 01/29/2025

  I am writing to formally rebut the response provided by Horizon Dermatology regarding my complaint. Their response misrepresents the situation and fails to acknowledge key issues.
  1. Misrepresentation of Insurance Information
  - I provided my insurance details when booking through ******, and their office was listed as in-network based on that information. If my insurance plan was truly out-of-network, their office should have proactively verified this before confirming the appointment. Instead, they waited until two hours before the appointment to inform me, which left me no reasonable time to adjust.
  2. Lack of Clear Communication Regarding Fees
  - Their response claims that I was made aware of their cancellation policy, but the first time I was explicitly told about the $150 cancellation fee was after I declined to pay the $139 out-of-pocket charge. Had I been properly notified in advance, I would have canceled earlier to avoid the charge.
  3. Discrepancy in the ****************************** claims I signed a document acknowledging their policies, yet the copy they provided has my name misspelled, which calls into question its validity. I have reason to believe that either this document was mishandled or inaccurately recorded.
  4. Unfair and Coercive Practices
  - After their poor communication caused the scheduling issue, they attempted to pressure me into rescheduling just to avoid a fee, which is unreasonable. Their claim that they tried to resolve this amicably does not excuse their deceptive handling of the situation.
  5. Request for Resolution
  - I maintain that this charge is unjust and should be removed entirely. I am formally requesting that the BBB review this complaint further and investigate their business practices. If necessary, I am prepared to escalate my complaint to the state Attorney General, consumer protection agencies, and ****** directly.