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:02/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  In early January I called Aesthetic Medical Associates for a doctors appointment for weight loss medication. I was quickly scheduled and appoint. I received a phone call from ***************** around 9:30 AM on January 29, 2025, paid Dr. ******* out of pocket fee of $199 to the representative. About 30 minutes later I recieved a call from Dr. ****** for the visit, during the brief 4 minute phone call she told me she told me she no longer prescribe Phentermine but would prescribe me ******** and tmy insurance might deny it, then we would go with Waygovee or a different medication. I never heard back. I contacted the doctors office weeks later 2/13/25 to have the prior authorization completed for the ******** prescription she prescribed on 1/29/25. The insurance denied it, I had to track down the doctor again for about a week 2/14-2/19 to get an update, representative told me to call my insurance and find out which prescription they would approve, I did that! My insurance company told me which medication would be approved and sent over a prior authorization for that medication at my request. I reached out to the doctors office again, I managed to finally reach someone at the ************** after multiple attempts on several days. I was told by several people that they would complete the prior authorization for the new medicine when they could. I waited until the end of the week 2/17/25 and called again to check on the progress, someone finally answered the phone and began to tell me you need to pay another $150 and enroll in our weight loss management program in order for us to fill out another prior authorization for you I informed the representative that I was not informed of this when I paid the $199 and had I know I couldve made the decision to go with another doctor. The representative proceeded to tell me well theres nothing we can do about it. I paid Dr. ****** $200 for a brief phone call which she never discussed my health and I received no medication.

  Business Response

  Date: 03/05/2025

  Our fee for a self pay patient **** visit is $199.  This has been the price for almost 2 years now.  You paid the fee for service, and you did receive the service - you saw and or spoke with the *** in person/via virtual visit.  We cannot issue a refund for a service that you did in fact receive.  In regard to the prior authorization for a GLP1 injectable, starting 12.1.24, we charge an enrollment fee and a monthly recurring charge to complete the prior authorizations for those GLP1 medicines (the popular weight loss / diabetes management drugs that ***** ******* is taking).  We charge a fee because this process sometimes takes ***** hours per patient to complete.  We receive 100 prior authorizations a day. 

  That being said, we did work your prior authorization as a courtesy (even though another patient who is actively paying for their enrollment to have their Prior authorizations would view this as unfair).  You should have received a text and a call from our office with an update on this courtesy work that we did for you.  We will not be able to refund your payment of $199 because you did in fact see the ***/have a virtual visit with the ***  In all 50 states, physicians charge for service and we are no different than any other physician. 

  We hope that this satisfies your concern, but you are more than welcome to find another physician who may be able to better assist you with your needs.  You will also find that they charge for their services.  You may also seek a weight management or diabetes management clinic or facility - you will find that they charge for their services as well.  

  Customer Answer

  Date: 03/06/2025

  Complaint: 23000040
  
  I have thoroughly reviewed the business's response and, after careful consideration, I must respectfully reject it. While the business did reach out and submit a new prescription, it failed to complete the necessary prior authorization for the new prescription. Furthermore, the tone of the response came across as unnecessarily petulant.
  I would like to clarify that I encountered no issues with paying the required fee, which was paid promptly and without any complications. Additionally, I have no objections to finding a new physician and compensating them for their services, which I have done. The primary issue at hand is that I was not adequately informed that I would be required to pay again for prior authorizations. The initial consultation was intended to ensure the prescription for weight management medication was both prescribed and filled, and this expectation was not met. I do not need a refund I would like the prior authorization completed so that I can move forward. 
  
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 03/06/2025

  As indicated in the initial response, we are working the prior authorization as a courtesy for you.  You should receive some updates from your pharmacy or insurance company in the next ***** hours. 

  And for clarification, the specifics of our weight management/diabetes management program and the fact that we charge for enrollments are listed on our website and stated on our phone system / voicemail system since 12.1.24.  

  Customer Answer

  Date: 03/06/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:01/21/2025

  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.

  Ive had an incredibly frustrating experience with ******************* They prescribe medications that require prior authorization but fail to submit the necessary paperwork. Patients are left paying for prescriptions through their insurance without receiving any medication or assistance. Its completely *************** make matters worse, they require patients to pay $150 to join a program just to process a prior authorization, plus a $35 monthly fee. This is outrageous, as prior authorizations are a standard part of medical care and should not come with additional charges.The office staff is impossible to reachthey dont answer phone calls or provide timely updates. Patients are left in the dark with no resolution in sight.While Dr. ****** seems nice, its clear that her office is operating in a way that prioritizes profit over patient care. This practice feels like a scam, and I believe it needs to be reported to the BBB and other regulatory bodies.I highly recommend anyone considering this office to look elsewhere for care. Patients deserve respect and proper treatmentnot to be taken advantage of.

  Business Response

  Date: 02/06/2025

  We are in receipt of complaint ID# ******** and we are adamant about the fact that we  have not charged you in an improper manner.  We are a family practice physician's office and we do charge for enrollment in a weight management/diabetes management program that aids patients in getting weight loss injectables like Wegovy,*******, Mounjaro, Zepbound at a lower price thru our active interactions with patients' insurance providers (thru prior authorizations that typically take 1.5 to 2 hours to complete).  However, to avoid any future concerns and to maintain a healthy relationship with the BBB, although we have no reference point for when you paid the $45 and what the complaint is related to (as you also have a copay with cover for office visit), we have enclosed a payment for you in the amount of $45.  It appears you are not happy with our service and, as a result, we are terminating our relationship with you as a patient.  Please contact your insurance provider to locate another physician who may better assist you with your weight loss/diabetes management goals.

  In conclusion, we do not feel that we have done anything inappropriate as it relates to billing.  The program that you signed up for is completely voluntary.  We have enclosed a check for $45.  We are terminating our relationship with you as a patient and wish you well with any and all future endeavors.

  Customer Answer

  Date: 02/06/2025

  Complaint: 22838434
  
  I have reviewed the business' response and am rejecting it because:
  
  
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:03/14/2024

  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.

  I went to my doctor&#**;s appointment to get my B12 shot. When I went they said I had a balance and I asked how much it was and paid it. I asked was there a reason why? The rep said I would have to check with my provider. I called my provider and they confirmed that I should not have paid a balance and I have a HRA. My provider called them and they did not answer. I called them and left a message and asked for a refund of my money. It looked like it was reversed then it went through on my debit card. I talked to the secretary, told her I confirmed with my provider that I should not have paid a balance because my provider covered this. They are not responding to me or to ********** Blue Shield. I feel like they scammed me out of my money. I would like a refund of the money I paid that I did not have to pay.

  Business Response

  Date: 04/15/2024

  We called ******************************* on 4.15.24 @10:51am,  as this appears to be a misunderstanding. 

   

  we left her a voicemail indicating that her insurance has still not paid for the b12 shot in question, but we are willing to reimburse her for the amount she paid that she believes was unfairly assessed.  I am guessing it is $20 or $27.49.  We are waiting on patient to call back to refund her card.  But she may still have a balance on her account after refund is completed, as her insurance does not appear to have ever paid for the b12 shot she received in office.  

  Customer Answer

  Date: 04/16/2024

  Complaint: 21433964
  
  I am rejecting this response because:They are lying and never called me back I can definitely check my voicemails and not only did I double check with my insurance carrier, theyve been paying for that s*** all this time why would they start not paying now and the refund was for 66 dollars if it was 27 something dollars i would of probably let it go my insurance tried to call them multiple times and so did I and we kept getting put on hold save that for someone dumb
  
  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/14/2024

  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 reached out to this office after an ER visit for advice regarding continued pain. They informed me of a balance on my account but when I wanted to discus my current situation they hung up on me. They canceled me as a patient after this.

  Business Response

  Date: 02/29/2024

  Please be advised of our response to the attached mentioned complaint.

  1) This patient was rude with staff

  2) This patient also has a patient balance

  3) She refused to pay her patient balance and she was terminated as a patient for her inappropriate comments to our staff

  4) She then, created a complaint with the Better Business Bureau with hopes of getting her prescription filled (which may be a controlled substance)

   

  Please call me directly with any questions or concerns.  And please let me know that you have sufficient information as shown above.  We can involve the doctor or staff if you need a recorded statement regarding her inappropriate behavior and communication with staff.

  Customer Answer

  Date: 02/29/2024

  Complaint: 21292086
  
  I am rejecting this response because:

  -what they said is false.  I ended up having surgery after they wouldn't see me.

  -I have a print out of the bill; what they say on the bill is false.

  -I have documentation from the insurance that the bill was covered.

  -people I spoke with hung up on me when I was in pain.

  -I never requested a controlled substance.
  
  
  
  Sincerely,
  
  *****************************