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:09/22/2023

  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.

  I've unfortunately had to request a refund on two occasions (07/05/23 and 08/02/23) for my deposit, but I've yet to receive it. I made the request many months prior to the planned surgery date (10/30/23), but the provider seems to be refusing to refund the deposit for procedures that were never provided. I did file a dispute with the credit card company, but it doesn't appear to be yielding any results. During the video call on 06/05/23, the surgeon was very insistent on scheduling a surgery date and placing a deposit, which made me feel uneasy. The visit was conducted via Facetime on the provider's iphone, and he never mentioned that the deposit was non-refundable and I've attempted to reach out to the provider through text (06/23/23) and call, but he hasn't been cooperative. Additionally, his $4500 charge for a Facetime call regarding which surgeries he believes I should is disheartening and barbaric. It's a difficult situation to be in, and I've sought out various authorities to try to rectify it and gain help on fighting a physician with more money and power than me. I have reached out to *** consumer affairs and the health department to see what other options I have regarding this situation.

  Business Response

  Date: 09/23/2023

  We are sorry to hear about the complaint from the patient. We take utmost pride in our care and integrity. We are afraid to say that the facts in the complaints are grossly misrepresented. The patient, in question, had a virtual consultation for a procedure which she wanted to proceed with. We never ever rush or coerce any patient to book any procedures and always leave it to the patient to book the surgery. She wished to proceed with the surgery and we finalized a date for the surgery. She paid her security deposit which is non refundable. We sent her an email stating  the non-refundable nature of security deposit as a part of the price quote (attached) . She paid her security deposit and signed off on her payment (attached).We proceeded with booking of her surgery which entails blocking an OR time and the staff for the surgery. She then reached out to us saying that she wants to change the date of surgery. While it is inconvenient, we agreed to a date change for her as a courtesy. After that, she seemed to be having second thoughts about the surgery itself. We reached out to her multiple times and her generic response would be that she is too busy to talk. 

  We then got a notification from her credit card company that she has disputed the claim. We reached out to her again encouraging her to discuss her situation so that we can figure out an acceptable solution for her. She refused to do so and informed that she will follow through with her dispute charges. We had no option but to lay out all the facts to the credit card company. The credit card company, which does not have any reason to be biased,  ruled in our favor based on all the stated facts. Since the, she has now filed complaints through multiple different channels rather than trying to reach out to us directly even once. 

  We take extreme pride in our patient care and customer service. However, it's impossible for us to come to any resolution when the patient decides to dispute the charge unilaterally without any discussion. In such scenarios, we are bound to respond to them with the facts and proofs - which is what we are doing through this response. Despite all the slandering in the complaint, we very strongly encourage the patient to reach out to us directly and we will work with her to come to an acceptable solution. 

  Customer Answer

  Date: 09/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   It is really sad that the provider is using these statement. The same day I scheduled the surgery was the same day I requested a change! Also I have tried to reach the provider and it goes to voicemail. Also the FaceTime consultation that he conducted Since Apple Facetime is not HIPAA compliant, and it was used as telehealth consult which is a violation. The provider is insinuating that he has reached about however I have no calls or messages from him. He requested a callback when I was away from *****************. The next step will be small claims court and a complaint to HIPPA agency because this has gotten out of hands and he is refusing to refund my deposit and I never signed anything stating that the deposit is non refundable , see attached email where it states nothing about a non refundable deposit 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************