Complaints

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

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  ASTRA Plastic Surgery

  4150 Deputy Bill Cantrell Memorial Rd STE 240 Cumming, GA 30040

  
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  ASTRA Plastic Surgery

  620 Cherokee St NE Suite 250 Marietta, GA 30060

  
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  ASTRA Plastic Surgery

  5673 Peachtree Dunwoody Rd Ste 420 Atlanta, GA 30342-1774

  
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  ASTRA Plastic Surgery

  470 Northside Cherokee Blvd STE 170 Canton, GA 30115-8029

  

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:03/18/2025

  Type:Customer Service 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 am writing to formally express my dissatisfaction with how the office has handled the reimbursement process for my septorhinoplasty procedure, which took place on October 21, 2024.The primary reason for undergoing this surgery was to improve my breathing, which was of utmost importance to me. Prior to the procedure, I was informed that while the office could not file directly with my insurance, I could do so myself and that I would be provided with all necessary documentation to facilitate this process. This was explained to me in person and via email. Upon submitting the claim, my insurance approved the claim in December 2024 and confirmed that I was entitled to a reimbursement from the office. However, when I reached out to the office regarding this matter, I was denied reimbursement without justifiable reason. Additionally, I have attempted multiple times to contact the office via email and phone, but my inquiries have been largely ignored or met with evasive responses.

  

  Business Response

  Date: 03/21/2025

  Dear BBB Representative,
  

  We appreciate the opportunity to address the concerns raised by *. ****** regarding our insurance policy for elective surgeries.
  

  *** ******, a double-board-certified facial plastic surgeon, operates his segment of the practice as a cosmetic practice, meaning the procedures he performssuch as facial surgeries and rhinoplastyare typically not covered by insurance as they are not considered medically necessary. As a courtesy to patients who require a septoplasty, *** ****** waives his professional fee for that portion of the procedure. This approach streamlines the process for both the practice and the patient, eliminating the complexities of insurance claims while maintaining transparency in pricing.
  

  Given that this was an elective procedure,the patient had ample opportunity to select a provider who accepts insurance and/or give codes if that was a priority for them.  Mrs. ****** chose our practice.
  Below is a summary of the relevant facts:
  During the consultation with our ************ Coordinator and *** September 25, 2024, we clearly communicated our office policy: we do not accept insurance for rhinoplasty procedures, nor do we provide insurance codes. However, if a procedure commonly covered by insurance is included in the treatment plan, we waive any provider fees associated with an insurance claim as a courtesy to the patient.
  

  The patient was provided a detailed treatment quote, which included a $0.00 charge for the septoplasty. (See Article A).
  Following the consultation, our ************ Coordinator emailed the patient to further clarify our insurance policy, reiterating that *** ****** does not accept insurance for rhinoplasty or any other procedures, whether medically necessary or not. The patient was advised that their options included either paying out-of-pocket and attempting to seek reimbursement from their insurance provider or finding a surgeon who accepts insurance. (See Article B).
  

  The patient responded on the same day, September 25, 2024, stating that their insurance provider confirmed coverage for septoplasty at 100% but noted that coverage varied by location. Specifically, the ***************** was considered out-of-network, while the ******* location was in-network. (See Article C).

  Our ************ Coordinator responded, clarifying that *** ****** does not charge for the septoplasty, which is why there is no need for insurance submission. Additionally, the patient was informed that all procedures are performed at our private surgical center in ********** and that we do not operate a surgical center in *******. (See Article D).
  

  On September 30, 2024, the patient acknowledged our policies, expressed appreciation for our team. (See Article E).
  

  Summary:
  From the initial consultation through multiple follow-up communications, the patient was fully informed of our offices policies regarding cosmetic procedures, insurance policies, and associated costs. While we understand the patients desire to utilize insurance for their procedure, our practice specializes in elective cosmetic surgery and operates on a self-pay basis. We wish the patient the best in their healthcare decisions and appreciate the opportunity to clarify any misunderstandings.

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23084579
  
  I am rejecting this response because:

  In the message provided by Astra Plastic Surgery, they stated that they do not provide medical codes. However, they did, in fact, provide me with medical codes to submit to my insurance company. Please refer to the email that was sent to me as evidence of this. I do not understand why there is a discrepancy between their statement and what actually occurred.
  

  They also attached a treatment quote that was not applicable to my procedure. As you can see, the quote does not contain any signatures. Please refer to the attachment below for the correct quote that was used for my procedure.

  To be clear, Dr. ******* is an excellent physician and I want to express my appreciation for his excellent care. He is truly a great doctor with outstanding bedside manners, and I would not hesitate to seek his expertise again in the future.
  
  However, I have encountered some challenges with the office regarding communication and transparency about policies. I have reached out via email but have yet to receive a response (multiple times to different office staff). 
  
  Sincerely,
  
  Nivein Meleka

  

  Business Response

  Date: 03/25/2025

  There will be no reimbursement issued. Astra Plastic Surgery did not file an insurance claim on behalf of the patient or the practice. Payment was collected directly from the patient for cosmetic services rendered. If the patient is dissatisfied with her insurance companys decision,she should address her concerns with them directly. The patient cannot demand payment from our practice simply because her health insurance denied her claim.Given her background in medicine, we trust she understands this.
  

  From the initial consultation, Astra Plastic Surgery clearly communicated that this was a cosmetic procedure. Despite our policy,and after persistent requests from the patient, Dr. ********* of goodwill and in support of an exhausted staffprovided the necessary codes, verbiage (final invoice), and other documentation to assist her in filing a claim.Unfortunately, this effort has been met with undue pushback.   As you can see in the communication, she provided from October 7th the patient knowingly received the following email: ********* said we can provide you with the codes, but they are not documented anywhere in your chart because, for us, it is still considered a cosmetic rhinoplasty..

  
  Our position remains unchanged regarding reimbursement.If the patient wishes to continue pursuing her insurance claim, she may contact me directly via emailone final timewith a complete list of what she needs. I will provide in writing what I can, within legal and ethical boundaries, without putting myself at risk of fraud.
  

  We appreciate the opportunity to work with the Better Business Bureau toward a resolution. However, this is not a case of unethical billing practices, incorrect charges, or unexpected feesthe patient is simply dissatisfied with her insurance denial.

  Customer Answer

  Date: 03/30/2025

   
  Complaint: 23084579
  
  I am rejecting this response because:

  It is deeply disheartening to witness misrepresentation and dishonesty. During my initial visit with the care coordinator, ******, she explicitly stated both in-office and in the attached email that my options were either to pay out-of-pocket and submit the claim to my insurance company or seek another surgeon. (See attachment) I wish she had simply informed me that payment must be made out-of-pocket because the office does not accept insurance, rather than giving me false hope or the impression that submitting a claim to my insurance was a viable option.
  
  
  I do not understand how the office can categorize a medically necessary septoplasty as purely cosmetic while simultaneously providing me with a septoplasty code for insurance submission. This inconsistency is highly confusing. If the policy is that cosmetic procedures are not billed to insurance and no codes are provided, then that standard should be applied uniformly. Patients should not be misled by being told that the office does not submit insurance claims, only to then be encouraged to submit claims themselves with the offices assistance in providing codes. This practice is misleading and dishonest.

  
  I am unsure who is handling the responses to the Better Business Bureau, but it is evident that the individual managing the case is not well-informed about the details.
  
  
  First, they stated that the office does not provide codes, yet I was indeed provided with them. Second, they claimed that the septoplasty portion of my procedure was zeroed out in my quote, which is incorrect. Third, they falsely asserted that my insurance claim was denied and that I am seeking reimbursement from the office as a result. In reality, my claim was approved by my insurance company, and they have confirmed that the office is responsible for honoring the reimbursement.
  
  
  As an Aetna member, and with Dr. ****** being an in-network provider, he should have accepted my insurance. If he chose not to bill my insurance directly, he is still obligated to honor the reimbursement as per Aetnas policies.

  I am also seeking the assistance of the Better Business Bureau because I have been trying to resolve this matter since my insurance approval in December. Despite my repeated effortsthrough phone calls and emailsI have received no response from the office. I would appreciate any support in facilitating a resolution. (See attachment) 

  
  Sincerely,
  
  Nivein Meleka