Business Profile

Dermatologist

Forefront Dermatology, S.C.

Headquarters

Complaints

This profile includes complaints for Forefront Dermatology, S.C.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

35 total complaints in the last 3 years.
7 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/09/2023
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.
Forefront Dermatogoly in **********, **** told me it would cost $178 to see one of their doctors. I made an appointment and paid this amount by check (it costs more if you pay with a credit card) on the date of my visit on June 26, 2023.The condition was diagnosed as a fungal skin infection.At no point when I made the appointment was I told that there would be a further charge for what was a 20 minute visit, which was not with a doctor but a physician's assistant.On 7/4/2023 Forefront Dermatology sent me a bill for $321.As I noted before, when I contacted Forefront to schedule a visit, they told me it would cost me $178, which I did pay. At no point was I told that my bill will be almost double that until they sent me another bill in the mail.Separately, Forefront Dermatology sent me a link for customer service feedback after my visit; however, the link did not work and I was unable to provide my feedback.
Business Response
Date: 07/10/2023
Thank you for notifying Forefront Dermatology of this complaint. Will you please provide a copy of the ***** release for our records?
Business Response
Date: 07/18/2023
Forefront Dermatology does ensure that we provide outstanding customer service to our patients. We did review this concern with the patient and have found a resolution that is satisfactory to both the patient and Forefront Dermatology. No further action is needed.
Customer Answer
Date: 07/18/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Forefront Dermatology assured me they would make a correction to the billing statement stating I have no billing charges due..

Regards,

******************************
Initial Complaint
Date:05/23/2023
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.
After performing a routine skin inspection ************ offered to remove a blemish as "a courtesy" and said I could come back another time if I wanted to have any other blemishes treated. Then he charged me almost $400 for the "service" (about 90 seconds of freeze-dried air).I paid the portion of the bill I had authorized (the skin exam), but when I told the billing department about the issue they refused to remove the charge or do anything about it. They said I had signed a consent form (which was presented prior to the appointment and prior to **************** offer to remove the mole as a courtesy) and made no effort to help. I'm also pretty sure they never even asked him about it.
Business Response
Date: 06/16/2023
Thank you very much for contacting Forefront Dermatology. We take all concerns seriously. We have made a number of attempts to try to reach **************** to discuss his concerns but unfortunately we have not had any success connecting with him, Nonetheless, weve adjusted the balance off as he requested in an effort to try to improve patient satisfaction. We sincerely apologize for any frustration or confusion **************** encountered with his visit to Forefront. Should you have any questions, please don't hesitate to contact me directly at ************.

***********************
VP of Compliance, HIPAA Privacy Officer
Forefront Dermatology
Customer Answer
Date: 06/16/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***********************
Initial Complaint
Date:04/18/2023
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.
Forefront Dermatology SC quote $571.76 by phone on 3/7/2023 for a cyst removal procedure. Procedure was done on 4/7/2023. Final bill was $1819.04 for which I am responsible for $897.72 Their billing representative said additional incision work was done. I was not informed of this at the time of the procedure.Forefront submitted the bill to their review department on 4/18/2023 per my request.My Forefront account numbers on portal: MRN: ********** ID: *******
Business Response
Date: 04/28/2023
Thank you for the information provided in this complaint. We do take our customer satisfaction seriously, and have found a resolution acceptable to the patient for this date of service with us. This was resolved with the patient on 04/24/2023. Thank you.
Customer Answer
Date: 05/08/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***********************
Initial Complaint
Date:03/23/2023
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.
I called as a previous patient of *******************************. She was not available for 2 weeks, so I scheduled a the first provider available which was ************. I was told on the phone my cost would be $178 as I was uninsured. When I arrived, to my pleasure I was told I would only have to pay $150. I paid this amount. I did sign a disclosure stating the cost may be more if other services are provided ie: biopsy, X-rays etc. I was in and out within 10 minutes. I was not touched nor had any work further done other than visual exam. I was told there was nothing they could do for my condition and that I would have to wait for it to go away on its own. I was told I could purchase a lotion they sell at the front counter to help. I did purchase and paid additional $60-70 for the lotion. Its over 6 weeks later, my condition hasnt gone away still. To my surprise I receive a bill for an additional $324 for my visit. Which states I was a new patient who had an office visit. I see in other reviews this happened to others. I was supposed to pay the $178 as a new patient since I havent been to forefront since 2018. But this was never disclosed to me. And since I was only charged $150 it would appear as though I wasnt charged as one either. I dont see how a visit is $474 when NOTHING was done other than a gown put on and a visual exam that took 1 minute and I was told there was nothing they could do. I never had this issue before when I went to ******** on several occasions between 2017-2018. I dont understand the price gouging and unreasonable practices. They are not upfront about how much a basic visit is. Again, nothing was done for me, but they sold me a lotion they make and I mistakenly bought it. Way to up sell me for something that didnt work and then ***** me for the visit you did nothing at. I am highly disappointed. This is a sneaky and dishonest practice to not disclose upfront an estimate for *************.
Business Response
Date: 03/24/2023
Thank you for informing us of this concern. ***** to responding we will need to receive a HIPAA release from **************.
Customer Answer
Date: 03/24/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

If a HIPPA release form is sent to me, I can complete the HIPPA form release requested.

Regards,

*****************
Customer Answer
Date: 03/24/2023
From: ***************** <*************************>
Date: Fri, Mar 24, 2023 at 9:40 AM
Subject: HIPPA release authorization
To: <************************************************************>

AUTHORIZATION FOR RELEASE OF HEALTH INFORMATION TO Better Business Bureau

The **************** Portability and Accountability Act (HIPAA) and certain state laws require all health care providers and health insurance plans to maintain the confidentiality of protected patient health information. Accordingly, to assist you in resolving your complaint, we need written authorization and signature below.

To: Forefront Dermatology

I authorize:

1.        my health care providers and health insurance plans, including my insurance carrier or HMO, to release to Better Business Bureau (BBB) any medical, payment or insurance records related to the complaint I filed with the BBB so that the BBB, at my request, *** assist in the resolution of my com plaint;

2.        the BBB to use or disclose any medical, payment or insurance records related to my complaint to my health care providers and health insurance plans to the extent necessary to assist in the resolution of my complaint; and

3.        the BBB to use the information about my experience for research on industry marketplace practices. The research *** lead to the publication of aggregate and demographical data but will not result in the reporting of publication of any protected health information.

I understand that:

1.        the BBB *** re-disclose the information it receives and thus HIPAA or state law *** no longer protect this information;

2.        I *** revoke this authorization by giving written notice to the BBB;

3.        if I revoke this authorization, then the BBB will no longer be able to proceed with its efforts to assist me in resolving my complaint;

4.        the authorization to disclose or use my information for non-research purposes expires upon the closing of my complaint;

5.        a photocopy or facsimile of this authorization will be valid; and

6.        my health care provider and health insurance plan *** not condition treatment, payment, enrollment or eligibility for benefits on my signing of this authorization.

Sierra *****
___________________ 3/24/2023
Signature Date

Sierra *****
____________________________________
Name

SELF
____________________________________
Relationship (If the person signing the release is not the patient, please state the relationship to the patient)

--
Regards,
*****************
ReplyForward
Business Response
Date: 03/31/2023
Thank you very much for contacting Forefront Dermatology. We take all concerns seriously. We have been in contact with ************** and have reached a mutually acceptable resolution. Should you have any additional concerns, please don't hesitate to reach out to me directly at ************.
***********************
VP of Compliance
Forefront Dermatology
Initial Complaint
Date:03/01/2023
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.
On 3/1 I went to my appointment at ForeFront Dermatology. I was received in a timely manner, When the doctor arrived, she told me what my options were, and I explained that I did not understand me. She left, the whole appointment lasted one minute and some thirty seconds. The nurse came back with some papers and basically told me to figure it out. I paid full price and I'm sure my insurance paid more.
Business Response
Date: 03/13/2023
Thank you for apprising us of the member complaint filed by ************** on March 1,2023. I have had the opportunity to review his medical records, including notes from my visit with him on March 1st, 2023. Attached you will find the relevant documentation from his visit within our practice which has also been reviewed by my supervising Physician ***********************, MD.

In brief, I will open with a summary of myself and my training. I graduated in **** from the University of Wisconsin ************** of ******* with my BSN. I then pursued my masters studies at ******************** graduating in 2006 achieving my MSPA. My board certification as a Physician Assistant was completed in June of 2006 and have continuously maintained my board certification since graduation by meeting all requirements by the ***** and the state of ** for repeat licensure. I began working in Dermatology in June 2006 and was employed with *********** Dermatology until July 2012. I then joined Dermatology Associates of Wisconsin in 2012 which changed its name to Forefront Dermatology in 2015 without disruption of employment or patient care. Combined I have been providing dermatology focused patient care for nearly 16 years.

I recall my visit with ************** in great detail as we covered a number of detailed treatment options for his medical concern of male pattern hair loss. I recall providing him with recommendations for treatment that could be offered by myself or one of our other practice Physicians depending on their preference. I gave him all the options including starting oral Minoxidil along with possibly side effects, topical Minoxidil,including the expectations and limitations of topical medications as far as regrowth and PRP (Platelet Rich ******* as a self pay option since it was not typically something covered under insurance and that he would need to see one of our Physicians that offers the treatment. I also touched on Hair transplantation as an option but told patient I could not speak to that personally as we do not perform this procedure and a consult with a specialized clinician (plastic surgeon) may be necessary for this treatment plan.
************* had informed me that he was taking Propecia but discontinued because he thought he was exhibiting signs of Gynecomastia (increase of breast gland tissue in males). ************** asked about a reduced dose of the Propecia and he was informed that the Gynecomastia could still occur. The second line treatment of Oral Minoxidil was discussed. ************* was not sure which treatment he would like to proceed with by the end of our visit. I advised him that I would provide additional literature to take with him that he could review and allow him to make an informed decision about his treatment plan.

************* was provided a print out on Male Pattern Hair Loss from the **************** of Dermatology as well as a Minoxidil specific handout explaining the medication and use in detail. I have included this along with the chart notes provided.

It is unfortunate that ************** feels disappointed in his care, however I feel comfortable that I provided a comprehensive assessment and plan for treatment to him for his concern of male pattern hair loss with ample time for counseling.
*********************************, Physician Assistant
Customer Answer
Date: 03/17/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.]

Regards,

***********************
Initial Complaint
Date:12/25/2022
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 cancer screen by the attending physician (visual glance at my ***** ****** tag removal with freezing spray. Total charges: $530.04. I have been a patient at this clinic since 2009. This is billing/upcoding fraud. The clinic has my private insurance and this is covered by a co-pay.
Business Response
Date: 01/05/2023
Thank you very much for contacting Forefront Dermatology, we take all concerns seriously. We have reviewed the complaint and addressed the billing concern. We have also spoken with ************** and now consider the issue resolved. Thank you!
Initial Complaint
Date:12/20/2022
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.
I recently patronized Forefront Dermatology of ****************, **. When I called to make the appointment, they cheerfully acknowledged that I was in their system so I made an appointment with the same doctor I had previously seen. A few weeks later I get the bill and see that they have charged me for a ****************** visit. I called the billing department and they said they couldnt make any adjustments to the invoice but they said they would contact the local office to get a resolution. About a week later, I called the billing department again to check on the status of my complaint and was told it often takes two weeks or so for any resolution. Later that day I got a voicemail from the doctor at the **************** office who left me a callback number. I made three return calls and left two messages over the next three days. After another 6 days, I visited the office to follow up. I was told that a new patient is considered someone who hasnt visited in 3 years, but they would see what they could do and call me back later that day. Five days later and no call, and apparently, no accountability to their patients. This is no way to conduct a business. It is bad enough to be charged as a new patient when I was already in their system and none of my information required updating, but equally troubling that, for as quick as they are with their three year new/old patient explanation, they failed to let me know at the time of making the appointment that I would be charged a new patient fee. Its further irritating to know that, because I was/am an existing patient, my sensitive information was stolen during a 2021 data breach of Forefronts computer system. ************ that this company has made available the associated information of my prior patronage to information thieves while denying me the courtesy of an existing patient office visit discount - just to make some extra money.
Business Response
Date: 12/20/2022
Thank you for informing us of this patient's concern. Prior to responding, we will need a HIPAA authorization from *****************
Customer Answer
Date: 12/20/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that their request for a completed HIPAA form to be acceptable. I have completed the form and sent it to the BBB email address provided to me and have also attached it to this response.

Regards,

***************************

Business Response
Date: 12/27/2022
Forefront Dermatology takes all concerns seriously and we do appreciate you bringing this to our attention. We have reviewed the coding and billing for the encounter in question and have determined that the charges were correct per coding rules that we are required to comply with. These rules state that a new patient is one who has not received any professional services from the physician within the past three years. We sincerely apologize for any miscommunication that has occurred along with the challenges experienced when trying to discuss with our office. We will certainly discuss this with our staff to ensure better communication going forward.

Customer Answer
Date: 01/03/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

It is reasonable for a patient of limited experience with the medical profession to conclude that because they are returning to a particular practice and making an appointment with a doctor that they have previously seen, that they would not be charged more for the visit because of the practices need to establish a new patient file. This conclusion is especially reasonable when the appointment scheduling person of that practice acknowledges and is glad to report that you are in their system. To have scheduled the appointment without also mentioning the 3 year new patient rule reflects a disservice to the patient at best, and a fraudulent practice at worst. I appreciate that Forefront acknowledges the miscommunication on their part and the need to establish better guidelines for their staff, but in light of the financial consequences of this miscommunication that are being expected to be born solely by me, I do not accept their apology and request that they take responsibility and cover the cost difference between new and established patient fees.

Regards,

***************************
Initial Complaint
Date:12/05/2022
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.
I had a wrong spot surgery at Forefront. I had a biopsy done on a skin lesion on my chest in august 2022, it came back squamous cell carcinoma and we set up a date in November for removal. I came to my appointment and distinctly told the surgeon that you cant see the spot anymore. He proceeded to say that he knows where the spot is. He did not ask me to confirm the area he was looking at. They numbed the area and he proceeded to cut a 4 inch area on the wrong spot. He cut into only the edge area of the infected area but did not get the proper margins. Since I could not feel where he was cutting and how they bandaged the site I did not realize until the next day and proceeded to call them as soon as the office opened. The front desk took notice of my concern but no one called me back. Finally I did receive a voicemail that the results came back clear, but he did not cut the proper area correctly. If he didnt take the proper margins from the correct area how do I know we got it all. I feel he didnt even look at the pictures the ** took that did the biopsy to confirm the appropriate area. I made an appointment with the surgeon to discuss the situation. I showed him my own pictures of where the cancer was. When he opened my file I noticed that the ** had perfect pictures of where the cancerous site was pre-biopsy. The Dr apologized, and said he will keep an eye on that site in the future for free. Does that make it ok to charge me for a surgery done improperly? No. Plus do I want to go back to a place that doesnt take the time to make sure they are taking care of the proper site? No. I would like some compensation on wrong site surgery.
Business Response
Date: 12/15/2022
Thank you very much for contacting Forefront Dermatology. We take all concerns seriously. We have been in contact with ****************** and are working toward a mutually acceptable resolution.
Initial Complaint
Date:11/19/2022
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.
I have been a patient with forefront dermatology for 2 years+. My appointments are regularly at the Eisenhower road location in *********, **. Instead, I recently had a scheduled visit at the ************ location in ************. That was a terrible patient care and appointment. I met with NP **** (not sure what her last name is). She offered me multiple options for my alopecia. Towards the end of my visit, I asked her if she can file a renewal for PA for a Ciclopirox 1% shampoo I have been receiving treatment for seborrheic dermatitis (mind you at the prior appointment 3 months earlier, I asked nurses to renew this & they ignored my request, this was a second reminder). Second, NP **** offered a *** treatment for alopecia and I need to do it so I asked her if she can also file a PA for this. She said Im not sure, speak to the nurse on your way out. I spoke to this skinny older Caucasian woman, her name might begins with letter B. she said we do NOT process those. I am a pharmacist & I understand PAs through pharmacy vs medical providers (except I didnt tell her that because I care about genuineness of patient care). She dismissed my requests. So once I left, I called the office I am a regular patient at, Eisenhower road. So I did and I spoke to the front desk ************ transferred me to a nurse and I asked her for both PA requests. she said we will take care of them. Fast forward to now, I called my insurance company 50+ to check if a PA was processed though pharmacy & medical providers. For the Ciclopirox 1% shampoo, they processed an incomplete request ONLY ONCE. So I never received that ******************** For the *** treatment, they submitted a PA to the wrong provider, pharmacy instead of medical ************* called 30+ about this & they response is nurses are working on it except my insurance says nothing received. Portal does not work. However, I like my provider NP *****************. Both offices are poorly managed & nurses do NOT care.
Business Response
Date: 11/29/2022
Thank you very much for contacting Forefront Dermatology. We take all concerns seriously. We are continuing to review **************************** concerns and are committed to taking steps to retrain staff and improve our processes going forward.
************************ was seen on October 11, 2022 for her appointment and the Ciclopirox 1% shampoo was approved by her insurance company on 10/24/22 with approval number 8377337.
During her October 11, 2022 visit PRP was discussed as a cosmetic treatment for hair loss, this is a treatment which insurance typically does not cover. On November 3, 2022 a request for review for authorization of PRP was sent by our office to BCBS Complete. We received a response from BCBS Complete requesting additional information and office notes.This additional requested information was faxed on November 22, 2022. We are currently awaiting a decision from BCBS Complete.
Initial Complaint
Date:11/17/2022
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.
Drove 45 min to appointment only to find out with their late policy they won't take you. That needs to be shared on the phone prior to appt. I can't help accidents on freeway. The phone number stated they were closed. I couldn't get a hold of them.
Business Response
Date: 11/17/2022
Thank you for notifying us of this concern. We will need a HIPAA authorization from ****************** prior to responding.

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Forefront Dermatology, S.C. is BBB Accredited.