Complaints

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

close

Find a Location

Empire Dermatology has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Empire Dermatology

  5823 Widewaters Pkwy East Syracuse, NY 13057-3084

• 

  Empire Dermatology

  301 Genesee St Ste F Oneida, NY 13421-2644

• 

  Empire Dermatology

  605 Division St Ste 1 N Tonawanda, NY 14120-4486

• 

  Empire Dermatology

  522 S 4th St Ste 1300 Fulton, NY 13069-2937

• 

  Empire Dermatology

  5301 West Genesee St Ste 225 Camillus, NY 13031

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:01/12/2024

  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 had a follow-up appointment scheduled in October, during which I discussed the possibility of having a bump removed from my arm. The doctor looked at my arm and assured me that I wouldn't be charged for the procedure. Based on this, I proceeded with the removal.
  
  However, a few weeks later, I received an unexpected bill from Empire Dermatology for over $300 and another bill from the lab for over $100. Feeling misled and frustrated, I contacted the office and spoke with an employee to address my concerns.
  
  Despite my initial contact and subsequent follow-ups with two other employees over the past few months, the issue still remains unresolved. The lack of transparency in billing and the failure to rectify the situation have left me extremely dissatisfied.
  
  As a loyal patient of Empire Dermatology, I am disheartened by this experience. This situation has not only been misleading but also unfair, as I would not have agreed to the procedure had I been informed of the potential additional charges.
  
  The only resolution was to go on a payment plan, which doesn’t solve this problem. A fair and transparent resolution is essential to maintaining the trust of loyal patients.
  
  I have made numerous attempts to resolve this issue directly with Empire Dermatology, but unfortunately, no concrete action has been taken. I am filing this to bring attention to these misleading billing practices and prompt a resolution to this matter.

  Business Response

  Date: 02/02/2024

  To
  Whom It May Concern:
  The
  patient listed in the above complaint was seen for an office visit in July
  2023.  During this visit, the patient
  elected to undergo a cosmetic procedure in addition to other medical services
  provided.  The cost of the office visit
  and accompanying medical services were billed to the patient's insurance.  The cost of the cosmetic procedure was
  presented to the patient, which she paid on the date of service.
  The
  patient returned for a checkup of the cosmetic procedure site in October
  2023.  The purpose of this visit was only
  to assess the site of the cosmetic procedure.  There was no office visit fee for the checkup because it was included in
  the cosmetic procedure cost for which the patient already paid in July. 
  While
  at the checkup appointment, the patient requested that the doctor address a
  skin concern at that time to avoid the wait for another appointment.  The doctor agreed to address the additional
  concern during the checkup visit and offered not to charge an office visit fee
  for addressing the new concern.  The
  patient was still responsible for the cost of the additional medical service
  provided, but the office visit fee for that individual service was waived.  However, the patient then requested several
  more additional services during the visit which then generated an office visit
  fee as well as charges for the additional services provided.
  The
  patient was never offered free medical services, only a waived office visit fee
  for the initial additional service.  The
  patient's insurance was billed for all medical services provided as well as an
  office visit fee for the multiple additional services.  She received a bill for the amount that her
  insurance company stated is due toward her deductible.
  We
  could have refused additional services at the checkup appointment and insisted that
  the patient return at a later date; however, we offered to provide the
  additional services per the patient's request to accommodate her schedule needs.  Whether the patient received all the services
  during the checkup visit or the patient returned for a later visit, the cost
  would have been the same.
  It's
  unfortunate that despite multiple conversations with the patient, she believed we
  would provide free services.  We have
  made several offers to set up a payment plan in response to the patient's
  concern about her bill, but the patient has declined.  We maintain that the patient was in no way
  misled about any charges and was billed accurately and appropriately for all
  services provided.  We would be happy to
  work with the patient to set up a payment plan for the remaining balance.
  
  
  Very
  Respectfully,
  
  Empire Dermatology, PLLC 
  

  Customer Answer

  Date: 02/05/2024

  Dear Better Business Bureau Team:
  
  Thank you for your attention to my concerns.I appreciate the response and the proposed
  payment plan for the outstanding balance from Empire Dermatology (Complaint ID: ********). While I
  acknowledge their willingness to discuss a financial arrangement, I feel it's
  crucial to bring to your attention that I have declined the payment plan. The
  reason for this decision is rooted in the main concern that has led to this
  dispute.During my checkup appointment in October 2023,
  we discussed a medical procedure. The doctor, after personally examining my
  arm, assured me that I would not be charged for the procedure. This assurance
  significantly influenced my decision to proceed with the treatment. The
  discrepancy in billing is directly tied to this assurance, making it imperative
  to address this matter before considering any payment plan.Contrary to the statement provided by the
  medical office, I did not request "several more additional services.” The
  doctor initiated small talk, asking if I needed any refills. I told him yes
  and they were called into my pharmacy.It is important to underscore that my objective
  is not to seek free medical services. I am seeking resolution based on the
  explicit assurance from the doctor that I would not be charged for the
  procedure. Experiencing a contradiction between the doctor's assurance and
  receiving a bill is extremely misleading.I remain committed to finding an amicable
  solution and appreciate your assistance in bringing attention to this matter. I
  am open to discussing a reasonable financial arrangement once the core issue of
  the doctor's assurance is addressed.Thank you for your understanding.
  
  Best,
  ****** ******