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Business Profile

Surgeons

STC Plastic Surgery

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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Complaint type

  • Initial Complaint

    Date:12/05/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 had a upper and lower blepharoplasty done on October 11, 2023 as my eye lids sagged over my eye and disrupted my vision (unable to see without lifting up my eyelids with my fingers). However, the procedure caused more sagging to the outside of my eyes. Dr. ******************** stated the incision will be made *************. Which it was not. Spent $10,000 and looking forward to the fix; which the outcome was a huge disappointment. As you can see in the pictures provided, there is not any differences from the before and after. Post-op Dr. ******************** claims that he would need to cut more of the skin from the upper eyelids plus a brow lift. Which we were not aware of prior to consent to the procedure that was done. I had fallen into great depression due to this experience as I had high hopes for a better outcome. Doctor denies any mistakes but at the same time states more procedure should be done to fix the issues. I do not want to go under the knife ever again!

    Business Response

    Date: 12/20/2023

    We have received the complaint of *************************. Her Daughter ***** helped interpret for her mother. Every document was translated by her word for word, and everything spoken to the patient from her preop to her surgery and all post op appointments was translated by her daughter. All aspects of her surgery were discussed in detail during our consultation and preoperative visit.  Her daughter also translated her post operative visits.  The patient was unhappy with swelling on the first post operative day and accused us of making a mistake and interpreted her swelling and discomfort with steri strip placement as a mistake. 

    At the time of the last visit which was 5 1/2 weeks after surgery, there was improvement and patient was satisfied with her lower eyelid result.  The patient admitted that the lower eyelids were improved. The upper eyelid had irregular swelling and she was advised to let the swelling decrease over several months.  If she was still dissatisfied, a revision upper eyelid procedure could be performed free of charge.  There was never a conversation of the need for an Eyebrow lift.

     Her next Follow up appointment is scheduled for ***** 18th  for a possible revision as indicated on her last office visit 11/22/23.

    She was informed and agreed in writing with our no refund policy which was signed before her surgery. She signed a consent which states that revision procedures are sometimes necessary and are not due to mistakes.  Her signature acknowledges that she understood of the possibility of revision. If she disagreed with our no refund policy, she should not have signed the paperwork.
     
    At no point were any mistakes made and she was made aware of that. A refund is not justified and she agreed with our no refund policy. 

    We have honored the terms of our agreement by offering a possible revision procedure and an appointment is pending.


    ********************************************
    Office Manager
    STC Plastic Surgery
    Dr. Brian K Machida
    *************************************************************************** ** *****

STC Plastic Surgery is NOT a BBB Accredited Business.

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