Complaints

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:09/08/2023

  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.

  On 8/5/2023, I scheduled a dermatologist appointment to get the moles on my face removed. I received a price quote of $700 from my online chart before the appointment. There was no mention of any additional costs. On 8/5, the procedure was carried out. I was instructed by the dermatologist to return for my follow-up visit in order to have any moles that were remaining. The follow-up appointment was scheduled for 8/21. I received a text confirmation for my follow-up which consisted of an additional $400 that must be paid prior to appointment. This wasn't contained in the original quotation. I questioned it with their representative and they blew me off and would not let me speak to the dermatologist. Had I known it was going to be an $1100 procedure, I would have either waited or declined having the procedure. When I went back to online chart, my original message (quote) had been conveniently removed. They then followed-up with me in an email stating what my quote was. I wanted the original message dated 7/10/23 that could not be modified, not something that you can add whatever you want. Needless to say, I cancelled the appointment for 8/21 since the doctor would not return my calls. It has been over a month and ALL of the moles still remain. There has been no change. I’m so tired of not receiving quality customer service. At this point, I just want a refund.

  Business Response

  Date: 09/27/2023

  **** ***** was provided on 7/10 the cost of the initial procedure of $700 as well as the cost of the 3 week follow up procedure of $400. The original message was never deleted from the patient portal as our Electronic Health Record does not allow for messages to be deleted. The suspicion is that the patient needs to adjust the date filter, which auto-populates the last 30 days, to view the message that was sent on 7/10. The original message/quote, which I retrieved from the patients chart today (9/27/23) is provided as an attachment. The patient did not follow-up for the touch-up procedure, which resulted in the treatment not being as effective as intended. 

  Customer Answer

  Date: 10/04/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:

  
  That was not how the procedure was explained to me. There should have been some improvement. My face still looks the same.
  
  
  
  Sincerely,
  
  
  
  ****' *****

  Customer Answer

  Date: 10/04/2023

  In addition the person I spoke with on the phone said he would get back in touch with me. That did not happen. Same way they blew me off, he did the same.  I am so disappointed with this whole situation. With all the burn marks on my face you would have thought the moles would have came off. The only thing that came off was the scabs from the procedure.  Now they are saying a follow-up is when they would come off. That is not how it was explained to me. And I still do not see the original email with the quote.