Complaints

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  Plastic Surgery Center

  1861 N Webb Rd Wichita, KS 67206-3413

  
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  Plastic Surgery Center

  3931 N Ridge Rd Ste 108 Wichita, KS 67205-7809

  

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:04/08/2024

  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.

  My appointment and charge was March 26, 2024. I communicated with ****** multiple times and expressed that I was not happy with my procedure. I was told to give it 2 weeks and if I was still unhappy she would talk to her manager and see an out dissolving the product and getting my money back. I then attempted a call to talk to the manager on March 28 and was told she was not available so they had me talk to ******. ****** talked to me about the service I got and was told by her that if I was not happy that they would cover the dissolving of the filler and if I decided to add cheek fillers that I would pay out of pocket. I then Asked if I’m not happy will I just get the dissolving and my money back and she confirmed yes! On March 2 I emailed ****** and requested to call me. When I talked to her she said the manager ***** said I would have to pay $250 for the dissolving and I would not get a refund. When ****** called I then had to talk to ***** and I communicated to her what ****** told me and the manger said ****** did not say anything about a refund because she was standing next yo her when she was talking to me. Which when I called March 28 why did they tell me she was not available when really she was since she heard ****** and I conversation?? The complaint is about giving different information and basically saying I was lying about the refund when ****** told me it will be if I was not happy. Thanks

  

  Business Response

  Date: 04/16/2024

  Our professional providers are highly trained and
  skilled in best practices and making recommendations based off the patients’
  wants, needs and expectations. 
  Unfortunately, the professional recommendation that was made to the
  patient multiple times was declined by the patient.  The patient requested to have an area treated
  that was not recommended and it was explained that this was not the best plan
  of treatment based off the providers professional opinion as well as explained
  that the results would not meet the expectations of the patient.  The patient decided to proceed with the
  non-recommended treatment.  It is
  standard practice that no determination of final results can be made until 2
  weeks after the treatment.  The patient
  was notified of that and was told by the provider that she would follow up with
  the patient in 2 weeks.  The patient
  emailed the provider 2 days after the treatment asking to be called.  The provider called the patient and was told
  that the patient was not happy with the results.  The provider educated the patient again about
  waiting for 2 weeks to determine final results and also discussed again that
  the recommended treatment was declined. The patient
  called the office the next day (day 3) and spoke to another provider due to the
  treating provider being out of the office. 
  When the patient called, the receptionist called me (the manager) to let
  me know that the patient wanted to speak to another provider since the provider
  they saw was not in the office.  I
  specifically asked the receptionist if the patient would like to speak with me
  and she said the patient declined and requested to just speak to another
  provider.  This provider reviewed all the
  patient’s previous treatment notes and discussed with the patient that the
  results she is seeing now is way too soon to determine what the final results
  will be.  She also discussed with the
  patient that because the recommended treatment was declined, the results might
  not meet the patient’s expectations. 
  Advised patient that it is too early to determine anything and to follow
  up at the 2 week mark.  Nothing was
  mentioned that any sort of refund would be given.  The
  patient emailed the provider again on day 5 letting her know that she is
  starting to look better and admitted that she should have waited for the
  recommended 2 week timeline to follow up. 
  The provider responded to the email the next day (day 6) letting them
  know that she was happy that they were seeing improvement and appreciated they
  understood they need to wait 2 weeks. 
  The patient responded and said they would wait the 2 weeks and also
  asked when they could have a different area treated as they have an event
  coming up.  The provider responded the
  following day (day 7) giving the patient a tip on how to help things
  improve.  The patient responded on the
  same day (day 7) requesting to have the treatment reversed as she is not happy
  with the results.  The provider responded
  by asking what had changed in the last 24-48 hours because the patient had
  stated things were improving.  The
  patient was encouraged to wait for the 2 week mark (1 more week) and was again
  reminded that they declined the recommended treatment.  The provider spoke with me and filled me in
  on the situation.  I advised her that
  because the recommended treatment wasn’t done and the recommended timeline of
  waiting had not arrived, the reversal of the treatment would be $250.  The provider relayed this information to the
  patient and notified her that the reversal of the treatment would result would
  not be immediate and would result in the area looking worse for about a
  week.  The patient responded to that
  email stating that she thought it was getting better but decided she just
  wanted to have it reversed because the results were not what she expected.  She also stated that when she spoke with the
  other provider on day 3, she was told the reversal would be at no charge and
  she would receive a refund for the initial treatment.  Again, I can confirm that this was never
  discussed or mentioned to the patient during that conversation.  At this point, I told the provider that I
  would call and speak with the patient. 
  The patient provided me with her part of the story, which parts of if it
  did not match what was noted by our providers over this period of time.  I told the patient that based off the
  detailed notes the provider made during the consultation and treatment, since
  the recommended treatment was declined, the expectations of the patient were
  not realistic and a refund would not be offered.  Reversal of the treatment was offered at no
  charge ($250) and was agreed to by the patient. 
  The patient came into the office the following day (day 9) and have the
  treatment reversed at no cost to them. 
  We have heavily documented everything from the initial visit through the
  final visit.  Due to this treatment being
  provided at a medical office, details are not able to be discussed in full due
  to HIPAA regulations.

  Customer Answer

  Date: 04/16/2024

  
  
  Complaint: 21544687
  
  
  
  I am rejecting this response because:

  Part of the response from PSC is incorrect and false. It’s a lot of he and she said. I know what I was told and parts of the statement is untrue. I never said I was happy with my results, this was not my first time getting this procedure and the moment I left it did not look as previous times. If I can suggest anything it’s to record calls to avoid misinterpretation. It’s shocking how the manager was able to state that a refund was not mentioned and that is incorrect. She is who I asked for because I knew ****** was not in that Friday and I was told the manager ***** was not available. I would also recommend for the injectors to explain more in detail of recommendations and point out what they recommend. Us customers don’t understand or know any of the medical terms and what’s considered what due to bone structures. 
  
  
  
  Sincerely,
  
  
  
  ****** *****