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:11/28/2023

  Type:Product 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.

  This is a complaint about ****************** ****************** for not refunding me the deposit I made for an aesthetic procedure that was not performed even after I tried to re-schedule it to recover from a medical emergency. Unfortunately, my suggested date to allow for my full recovery was not possible because of Dr. ******************* plan to retire before then.I want to point out that I was not informed about the retirement plans when I booked my surgery.This is the summary of events:The procedure was initially scheduled for October 24/23 and the pre-surgery appointment date was initially October 3/23 which needed to be changed to October 6/23 due to conflict with a work trip.I suffered a medical emergency on October 3/23, and I had to stay in the hospital until the next day in observation. I had to stay home, and I was prescribed medications for three months. As a result, I could not attend the pre-surgery appointment on October 6.It was extremely difficult to communicate with Dr. ****************** or the nurse as they didnt answer the phone *************). I was only able to leave messages to the buildings front desk. And the emails I sent returned a message of not delivery because the domain was not found, and the web page was also closed. I started to think that it was a fraud.But I sent emails and left phone messages to inform my situation. I finally received a call back from the nurse ***********************. I told her that I needed to re-schedule the appointment and the surgery because of my emergency which I explained. I mentioned the difficulty of communicating with them and the problem with the email and web page. She mentioned that the web page was hacked, and they were trying to solve the issue.When we were trying to re-schedule the surgery with the nurse, I suggested December/23 or January/24 to allow for my fully recover and she mentioned that those dates were not possible because Dr. ****************** had plans to retire and his last available surgery was going to be on November 14/23. After analyzing the situation, I decided that it was not enough time to recover as I was still going to be under anti-inflammatory medication and blood thinners.I requested my refund of the $3,800 that I deposited on July 31/23 as part of the payment. She mentioned that she would inform Dr. ****************** for him to call me, which did not happen. Later she informed me that I needed to send a letter from the Emergency doctor justifying why I could not get the aesthetic procedure and she gave me her email to send documents there. I immediately sent her the summary from ****** Permanente ******************* Emergency. After that, she told me that my refund was going to be processed but no specific date for it. I have been waiting for my refund or any information about it. I keep contacting the nurse ******* at her personal phone because I do not have Dr. ****************** direct contact information.Out of desperation, I contacted the surgical center where the surgery was going to take place: Bridgeview Surgery Center, but they said that they cannot help me, and the situation needs to be solved directly by Dr. ******************.I respectfully request the Bureau to help me get my money back because the surgical service was not provided. I tried to reschedule it to a feasible date after my medical emergency, but it was not possible because Dr. ******************* retirement. Now I need to pay additional medical bills.Enclosed please find copy of the following document:Quote of the surgery $12,955 Receipt of the Deposit for $3,800.00 After visit summary from ****** Permanente Emergency Email chain showing the multiple attempts to contact them to try to re-schedule the procedure.