Complaints

This profile includes complaints for Fine Skin Dermatology & Cosmetic Surgery Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Fine Skin Dermatology & Cosmetic Surgery Center has 3 locations, listed below.

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  Fine Skin Dermatology & Cosmetic Surgery Center

  2202 Essington Rd Ste 101 Joliet, IL 60435-1634

• 

  Fine Skin Dermatology & Cosmetic Surgery Center

  570 Village Center Dr Ste 201 Burr Ridge, IL 60527-4521

• 

  Fine Skin Dermatology & Cosmetic Surgery Center

  10811 W 143rd St 150 Orland Park, IL 60467-1945

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:09/12/2023

  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 was refused medical attention. I made an appointment to be seen. I was told that my insurance lapsed which is not true. I work for an insurance company. I had my insurance carrier on the line. My health insurance is in effect. My insurance carrier has paid the bills on multiple occasions in which I have visited Fine Skin Dermatology. I was advised that I now need to put $100 deposit down and I refuse. It is not ethical to pick and choose how you want to treat certain patients. These rules do not apply to all patients. I want an investigation done with ******* and ***** at the *********** location. I plan to follow-up with this complaint against ****************** office to the ***** of *******

  Business Response

  Date: 09/14/2023

  Patient has had several payment issues with our practice.  She has been placed in collections for non payment - two times.  Once in 11/2020 and then again in 9/2021.  Under our insurance contract we have the right to refuse patients who do not pay their bills after processing by their insurance which was the case with both these collection issues. This patient only settles her collection balances when she wants to schedule another appointment.  On her last appointment 5/2022 she provided insurance that had terminated 8/2021.  We notified her and sent statements she did not make payment until 9/2023 when she wanted to schedule another appointment.  Our policy requires patients who have been placed in collections, to make a deposit once they have settled their outstanding balance with collections if they would like to schedule another appointment.  She argued and finally agreed to make the deposit payment.  However when our staff attempted to take her credit card information for payment she told her "I will dispute this charge with my credit company".  Since this was a phone charge and we would not have her signature to substantiate her charge we refused her attempt to make a credit card payment and declined an appointment.  We are not refusing her on going care - since she has not been seen by any of our providers in over 16 months.  We are not obligated to see her and have the right to refuse an appointment based on her repeated verbal threats, past non-payments and frequent collection problems.  Under her insurance she is free to seek care from another in-network provider. 

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20593801
  
  I am rejecting this response because:

  The business alleges that they have an insurance contract where they have the right to refuse patients who do not pay their bills after processing their insurance. I as the patient have never signed a contract that explains this information. Also, as the patient I have never received a notice/consent form that explains the practices, billing and or potential of refusal of care if there is a past due balance. Under the ******** Fair Patient Billing Act and No Surprise Act, a doctor's ****** and or hospital is required to provide this to the patient so that the patient is aware of this.  Due to an employment change, yes my insurance was terminated in 8/2021 but there was new insurance information provided to this doctor's ****** that was in effect in 8/2021 because of new employment, which is why the balance on my current bill from this ****** is now only $150.00. If I didn't have insurance in effect in 8/2021 my current bill would be much higher. Clearly my NEW insurance was billed in order to have a $150.00 current balance at this time. There was also an address change which was also provided to the ******. Not once have a received a bill in the mail or even a phone call to notify me that I had a balance AFTER my insurance paid their portion. The fact that the ****** wants to indicate that I only want to settle my past due balance when I want to schedule another appointment is an unrealistic assumption. The facility should focus on the facts and not assumptions or ridiculous beliefs. I contacted the ****** on 9/12/2023 to make an appointment and was told that I had a balance of $150.00 that I need to satisfy before the appointment could be made. I made the payment over the phone for $150.00. I did not argue or dispute. I then received a call back approximately 1 hour later indicating that I needed to pay another $100.00 if I wanted to keep my appointment. The health facility is not allowed to surprise bill me for services according to the ******** No Surprise Act. Because I refused to make payment of that $100.00 which is unfair, I was told by the health facility that I would be refused ongoing care. I am not required to make payment up front when I have active medical insurance and I have not been provided a detailed bill of what I would be charged for PRIOR to actually receiving medical care from that provider. I do agree that the facility is not obligated to see me and can refuse an appointment, but NOT without reason and explanation. I also agree that I am free to seek care with another provider. That is neither here nor there. This medical provider is refusing me ongoing care and I will continue to pursue this complaint. 
  
  Sincerely,
  
  *******************

   

   

  Patient has had several payment issues with our practice.  She has been placed in collections for non payment - two times.  Once in 11/2020 and then again in 9/2021.  Under our insurance contract we have the right to refuse patients who do not pay their bills after processing by their insurance which was the case with both these collection issues. This patient only settles her collection balances when she wants to schedule another appointment.  On her last appointment 5/2022 she provided insurance that had terminated 8/2021.  We notified her and sent statements she did not make payment until 9/2023 when she wanted to schedule another appointment.  Our policy requires patients who have been placed in collections, to make a deposit once they have settled their outstanding balance with collections if they would like to schedule another appointment.  She argued and finally agreed to make the deposit payment.  However when our staff attempted to take her credit card information for payment she told her "I will dispute this charge with my credit company".  Since this was a phone charge and we would not have her signature to substantiate her charge we refused her attempt to make a credit card payment and declined an appointment.  We are not refusing her on going care - since she has not been seen by any of our providers in over 16 months.  We are not obligated to see her and have the right to refuse an appointment based on her repeated verbal threats, past non-payments and frequent collection problems.  Under her insurance she is free to seek care from another in-network provider. 

  Business Response

  Date: 09/19/2023

  The services on 5/2022 were denied by her insurance as coverage terminated.  They did not take a write off or approve an insurance adjustment for the services provided the $150 charge was the original charge to her insurance.  This is not covered under the No Surprise Act because we were told by the patient she had insurance when she did not - and based on her response she knew this.  Additionally it is not an assumption that she only pays when she wants another appointment.  It is based on her past history payment history.   Also she has disputed the $150 charge for the office visit of 5/2022 leaving us again without payment!   We under no law that requires us to see or treat patients who do not provide accurate insurance information or pay their bills.   The No Surprise Act is for patient who have no insurance and request a quote for their services -  she told us she had insurance.  If she had insurance we would have obligated to take any adjustments based on our contract.  If she has questions regarding whether we can refuse to see her under the terms of our contract with her carrier she can contact them to verify.  No business is obligated to see any patient/customer who do not pay for their services.  We saw her and accepted her claim to have insurance in 05/2022 in good faith, she knowingly did not provide accurate insurance information.  This is actually a form of insurance fraud.  She misrepresented herself and then did not pay for the services.  Statements were sent to her home and we did attempt to call her.  We cannot be held accountable for lost mail.  Thank you. 

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20593801
  
  I am rejecting this response because:

  The medical provider continues to want to allege that my health insurance was not in effect. I have uploaded a copy of a coverage letter from United Healthcare. With that being said, Fine Skin Dermatology is not being honest nor are they providing accurate information. My health insurance was in fact in effect on the date of service. I have always maintained health and prescription insurance. Could it be possible that Fine Skin Dermatology submitted the claim to the incorrect insurance? That would be very possible. But instead of the medical facility verifying with me if they have the correct insurance, they'd prefer to maintain their unprofessionalism and place fault on someone else. Yes, I did reject the $150.00 payment that was taken because again, I have insurance. And since I was informed that I am no longer going to be a patient of Fine Skin Dermatology OR even given an apology for the way I was treated, I will not agree to make any additional payments. I will continue to pursue this complaint as well as look into litigation.

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

  Business Response

  Date: 09/22/2023

  Attached please find a copy of the insurance card we have on file for *************  As you can see the ** # is different than the one she has in her letter and is United Healthcare.  Per our insurance electronic verification system United Healthcare advised us that she did not have coverage.  Given the copy she provided on this complaint, is also United Healthcare we should have received notification that she had another United policy and provided the information but we did not receive such notification.   ************ is responsible for providing current and accurate insurance information at the time of her visit.  This current ** number was not provided to our office until September 12, 2023 when she attempted to schedule another appointment.  Even after attempts to contact ************ and send statements she did not call us or attempt to confirm or correct her insurance information.  Honestly we are not obligated to see patients when they have been previously placed with collections and we have extended the courtesy of seeing ************ after she was in collection 11/2019 and then again 09/2021.  Most healthcare practices will not see patients after one placement with collections!   Additionally our collection agency advises that we do not see patients we have previously sent to collections.   I have attached a copy of her original registration showing our policy and her signature.

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20593801
  
  I am rejecting this response because:

  If the Fine Skin Dermatology felt that they were to be notified by United Healthcare when the ** numbers changed, that is something that they should be taking up with United Healthcare. Upon check-in at every appointment, Fine Skin Dermatology has the duty to ask the patient if any of their information has changed as well as requesting a copy of the patient's identification and insurance card. If they completed this task, this would avoid coming across health insurance that is no longer valid. Clearly, the "previous" health insurance card as valid because I have been a patient for over 6 years and I have previously used the health insurance card that is currently on their file. However, during the 6 years I have changed employment that carries new health insurance and I have changed addresses. Fine Skin Dermatology should have done their due diligence in making sure the insurance was valid prior to the appointment. At any time, Fine Skin Dermatology could have contacted me to request my new insurance information but they failed to do this. Instead, Fine Skin Dermatology would rather accuse me of purposely providing incorrect health insurance information. What would be my reasoning to provide incorrect health insurance information if United Healthcare has confirmed that I have had continuous health insurance during the period where I have made appointments with Fine Skin Dermatology? This could have been cleared up if just simply verifying that they have the correct insurance information. Again, Fine Skin Dermatology would prefer to point the finger at the patient, rather than the staff who has the responsibility to collect all accurate information. They would also prefer to deny medical care to me rather than a resolution. Yes, Fine Skin Dermatology has the right to refuse service, but only for a legitimate reason. I have proven that I have active health insurance and have had active health insurance. But yet, Fine Skin Dermatology still doesn't want to take responsibility for their actions and rude staffing coming from ******* and *****. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/17/2023

  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.

  This office has a new policy where are required to leave your debit/credit card info in order to be seen per a policy sheet that says effective February 1, 2023 (even though it's only January 16, 2023).I have been bringing my daughter to ************** for over a decade. I just made the Jan 16 appointment last week (less than 6 days ago to bring her in due to an urgent situation. No one mentioned this policy. I am the type of person who does not carry all of my info around due to identity theft. I bring what I need and I have plenty of cash to take care of what I needed to take care of. I paid the $40 copay via cash, provided my Drivers License and insurance card. However, since I did not have a card to give them, which they never asked for when the appointment was made, my daughter was denied service. They were not even trying to work with me by saying will help you out this time, especially since the policy doesn't begin until February 1. Call us back with the info and we will still see her. They did not offer any of that, they said the best that they could do was reschedule the appointment. the office manager also proceeded to push her values off on me and say she doesn't know anybody who doesn't go around with the card. Very horrible customer service. She also proceeded to state that they are not required to inform customers of this via the phone of this new policy when the appointment is made. I suggested that just like they remind you to bring your insurance card, drivers license, or ID and copayment they could I have stated this new policy since I just made the appointment less than six days ago. They should have also been more flexible given that the practice manager said January 16 the same day as my appointment was the first day they were making people sign that document. My daughter should not have been denied services.

  Business Response

  Date: 01/17/2023

  While this is a policy where we start charging credit cards on file effective 2/1/2023 we would be unable to do this without the information prior to 2/1/2023. We DO NOT charge a credit card on file until a statement is more than 30 days past due. Maintaining a credit card on file is industry standard for healthcare and like bringing their insurance card at the time of the visit it is the responsibility of the patient to be prepared to pay for services at the time of the visit.  Patients have deductibles at this time of the year and many healthcare practices ask for payment at the visit due to these high and rising deductibles.  Neither the insurance company nor the state requires healthcare to defer payment for services till after claims are processed.  This patient argues this was an urgent matter - however urgent matters are scheduled the same day and not scheduled on 1/12/2023 for 1/16/2023.  The patient chose not to take her child out of school or be seen later the same day or even Saturday for what she determined as "urgent" but to wait until 1/16/2023.  Care were not denied.  This practice has tried to work with patients on over due balances, for years, including payment plans which have repeatedly failed and have given us no further option then to implement a credit card on file policy like other healthcare practices.  This person was disrespectful, argumentative, threatening legal action while in the office and refused to leave.  No employee should have to tolerate this kind of behavior and it would have been within our right to have contacted law enforcement given her actions. We attempted to work with this patient but she refused to comply with our business practices.  As a business we reserve the right to implement policies and expect our patient to respect and abide by these policies.

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18821588
  
  I am rejecting this response because:

  The majority of the statements made by this business are false. I do not deny that they are ententitled to their policies. My issue is is that when I scheduled the appointment with them I was not advised of their policy. They did not try to work with meother than saying reschedule. I have been a patient with them for approximately 10 years without a history of uncollectable balances. Also, whomever provided this response flat out lied. I advised the receptionist in a low tone and I even said to her that I was speaking low because I did not want to make a scene but that I wanted to speak with the person in charge to express my concerns. I was not asked to leave not once. however, I was repeatedly told that since I did not have a credit card number to leave on file that day that my child would not be seen and that they would reschedule, and that is the only thing that they could do. they also reiterated that at that time I would need to be able to leave the number as well in order to have her seen. Again, their policies are their policies, but when you schedule an appointment, you should make this known so that a person does not have to drive 16 miles and waste time, and still not have their child seen due to your inability to communicate with needed in advance. So the fact that I refused to leave was false.
  

  This business is flat out lying. I provided them my $40 copay, my insurance card, was early for the appointment. However, since I did not have a credit card on me they did deny my daughter service on that date. I am definitely not a disrespectful person. I will stand up for my rights and what I feel is wrong. I am very compliant when advised of what the expectations of me are. Just like anyone I am also upset when the full story is not told to me and I end up inconvenienced, and not accomplishing what needed to be done because if someone else is lack of communication. Its not like I scheduled the appointment months in advance and their policy changed. I literally scheduled the appointment less than five days prior. They should have been able to be a little more understanding and accommodating given the fact that they did not disclose that information. I had when I was advised to bring my copayment, my insurance card, and my drivers license.
  

  When the appointment was scheduled they should have advised me at the time I made the appointment. I also feel that I shouldve called the police to have what happened documented see given what happened I never got loud, try to keep it private, so that any other patients couldnt hear, I did not use any inappropriate language. If this business has cameras or if the other patients present at the time were spoken to it would validate my statements. 

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

  Business Response

  Date: 01/20/2023

  There is nothing further to add to this complaint.  We did not violate any laws.   We have a corporate policy that we must enforce equally across the board.  If this patient does not agree with the policy that is her right, however we see no reason for her to badger our staff and their enforcement. Staff is just trying to do their jobs and should not have to feel threaten for doing so.   She was very disrespected in how she spoke with staff.  Repeatedly she threaten not to leave until she was seen as well as legal action.  Staff was polite attempted to discuss the policy only to be met with more disrespect and threats.  We do have cameras and her refusal to leave is clearly documented.  We are sorry that she does not agree with the policy or the way we present the policy however that remains the right of the practice.  People visit urgent care centers on a daily basis and this information is required at registration and no one is notified prior to their visit. Since the implantation of this policy we have encountered cooperation with the policy from our patients with this exception.  Calling the respondent of the previous note a "liar" is a small example of her disrespect.  There is nothing respectful in name calling no matter how insignificant.  Due to HIPAA we cannot discuss her past payment history with the practice.  As stated in the previous response this has been industry standard for many years. Due to increase in deductibles and patient payment responsibilities we have had no choice but to do the same.

  Thank you.