Complaints

This profile includes complaints for Optima Dermatology and Medical Aesthetics's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Optima Dermatology and Medical Aesthetics has 4 locations, listed below.

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  Optima Dermatology and Medical Aesthetics

  111 New Hampshire Ave Portsmouth, NH 03801-2864

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  Optima Dermatology and Medical Aesthetics

  176 S River Rd Bedford, NH 03110

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  Optima Dermatology and Medical Aesthetics

  31 Stiles Rd Ste 2100 Salem, NH 03079-3035

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  Optima Dermatology and Medical Aesthetics

  23 Portsmouth Ave Stratham, NH 03885-2520

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:11/08/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 keep getting sent a bill for something that I will not pay for. I have a referral from my doctor but they will refuse to retry to bill my insurance because I have a referral from my primary care provider.

• Initial Complaint

  Date:08/22/2024

  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.

  Wrongful mistreatment and charged twice for the same service

  Business Response

  Date: 08/30/2024

  Friday, August 30, 2024 
  
  Better Business Bureau 
  ID ******** 
   
  Dear ********* 
   
  We appreciate the opportunity to address the concerns raised by this patient at Optima Dermatology & Medical Aesthetics. We strive to provide the highest level of care and transparency to all our patients, and we take feedback seriously as it helps us improve our services. 
   
  Patient Complaint 1: Patient scheduled an appointment with Dr. ******* for April 18th. When she arrived at the practice, patient was told the appointment was never entered in the system.  
  
  Optima Response: There was a scheduling error made for this patients appointment and it was not entered in the system. We do our best to avoid any oversights like this situation, but unfortunately there was a mistake made with this patients appointment. 
  
  Patient Complaint 2: Patient states they called to come back in for an appointment with the same provider (******** *****) after the patients initial visit. Patient claims the appointment was made with ******** *****. Office manager called the patient prior to the appointment to move her appointment to a different provider (Dr. ********* Patient claims they were upset and wanted to be seen by ******** ***** but was told during scheduling that for continuity of care patient needs to be scheduled with Dr. ******** Patient claims that she was making pleas to schedule with ******** ***** which were ignored, and patient was spoken to sternly. 
  
  Optima Response: Patients complaint is not accurate. The patient was never told that she needed to see Dr. ******* for continuity of care. The patient was scheduled for their second appointment with Dr. ******* due to the patient repeatedly voicing her dissatisfaction when she was scheduled with ******** *****, a nurse practitioner, for her initial visit. The patient was provided with an appointment option with Dr. ******** which the patient agreed to schedule. The patient did not express any concerns at the time that her second appointment was scheduled with Dr. ******** The patient was not spoken to sternly and the patient did not make pleas to schedule with ******** ***** as patient claims.  
  
  
  
  Patient Complaint 3: Doublecharged for same procedure when seeing ******** ***** and then when seeing Dr. ******* and patient claims she was charged twice for an Established Patient Evaluation. 
  
  Optima Response: Patient was charged appropriately for office visits and cosmetic removals from each office visit. The cost of the procedures that were due on the day of the visit were communicated to the patient prior to the procedures for both visits and the patient agreed to the cost. Patient was not over charged, nor double charged.? She was quoted at 5/1 visit: $165 for one lesion then $50 for each additional or up to 15 lesions for $365.? She had 14 lesions treated on 5/1 for $365.00.? For 5/23 visit patient was quoted $165 for one lesion, $50 for each additional lesion or $365 for up to 15 lesions.? Patient had only one lesion treated at 5/23 visit resulting in the $165.00 charge.? Patient had signed the Optima Financial policy for treatment on 5/1, and 5/23, which states that payment for cosmetic procedures and removals is due at time of service, however, no payment was provided by patient at her visit with Dr. ******* on 5/23. 
  
  Patient claims she was charged an Established Patient Evaluation twice.? This is incorrect.? She was charged a ****************** visit appropriately for her 5/1/2024 visit and an ************************** visit appropriately for her 5/23/24 visit.?  
  
  SUMMARY: Optima team members clearly communicated the provider that the patient would be seeing for each visit. Optima team members clearly communicated the cost of self-pay procedures for each visit which the patient agreed to prior to the procedures. Patients claims regarding the manner in which the patient was spoken to are subjective, however our team members consistently provide a high-quality patient experience as supported by our many 5-star reviews and patient testimonials.  
  Should there be any additional questions or if further clarification is needed, please do not hesitate to contact us directly. We are dedicated to resolving this matter amicably and in a manner that upholds the trust and care we strive to maintain with all our patients. 
   
  Thank you for your attention to this matter. 
   
  Sincerely, 
   
  ******** Burke 
  Marketing Assistant 
   

  Customer Answer

  Date: 09/12/2024

  Reference: Patient Complaint #2

  The response from Optima does not represent the truth.

  Optima stated The patient was never told that she needed to see Dr. ******* for continuity of care Their response to this complaint does not reflect what transpired. As I stated in the report, I was refused to make an appointment with ******** *****, the original provider who treated me for the removal the lesion. I specifically asked to be seen by her because she treated me for the lesion removal that remained unresolved following my appointment. The office manager canceled my appointment with ******** ***** and rescheduled me with Dr. ******* which led to duplicate charges for the same treatment. I specifically told the office manager that I did not want to be seen by Dr. ******* because ******** ***** treated me for the issue.

   

  I The fact that Optima is responding in a dishonest manner, denying what truly happened and fabricating a story that clearly does not represent what happened is appalling.

  
  

  Reference: Patient Complaint 3:

  The response does not represent the truth.

  Optima stated Patient claims she was charged an Established Patient Evaluation twice. This is incorrect. She was charged a ****************** visit appropriately. For her 5/1/2024 visit and an ************************** visit appropriately for her 5/23/2024 visit.

  Optima cancelled my appointment with the initial provider, ******** *****, and refused to allow me to be seen by ******** ***** for the unresolved lesion, but instead booked me with Dr. ******** that resulted in being charged for 2 ************************************* visits. I did NOT sign an agreement to be charged twice for an ************************** visit with 2 different providers. Optima responded that their charges for 2 Established Patient Evaluations were appropriate but being charged twice for the same treatment after already being evaluated is in no way appropriate, or fair, or justified.

  There is a reason I took the time to submit a complaint involving the wrongful patient experience I had with Optima Dermatology. As a consumer, my expectation was to receive good medical treatment, good customer service and to be charged in a fair and justified manner. The response from ******** *****, who signed the response from Optima Dermatology falsely represents what transpired, which is unacceptable and appalling. Keeping it real and being truthful is significant, and the fact that Optima Dermatology lied to the BBB in their responses and denied accountability for their rude and unprofessional behavior, and what truly took place in their ******** ********* is completely unacceptable.

  Please contact me if you have any questions.

  
  

  Thank you,

  *******