Complaints

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was given treatment that I paid out-of-pocket for to have a **** removed on my face and leg. January 10th. I called a few days after the service, as the **** doubled in size on my face and the treatment on my leg was raised and in worse shape than when I went in. When I spoke to the office manager and voiced my very rational concern, I was told that : you had signed a contract and that was that I was then hung up on with no follow up. I am just looking to either be refunded for a service that was not done correctly or to come in and have it done right. You can see multiple attempts of me trying to call (11 times since February) to get this resolved, with not even a phone call back. I was then refunded because I was advised by the corporate billing office to dispute the charge (April 9th) because the office manager was not returning my call. I followed the billing departments recommendation. I was then refunded with a letter (included in the photos) and then billed again, and now it is being sent to collections after I was promised by the billing department on April 9th that it would not be sent to collections because I was still waiting for a phone call from the office manager and it was noted in my account. As of today 5/21 I have still not received any form of contact by the office manager to discuss this issue of service not being done correctly. I have been in contact with the corporate office the billing office, trying to get the manager to give me a call since February. all documentation has been shown in the photos of proof that I as a consumer and patient have done everything I can to get a solution before taking the route with the BBB. I am not the only one in their reviews that have had the same exact problem. This is very concerning that a medical office can have such lack of care for a concerned patient. Please help, I just want this resolved and for my credit to not be disrupted because of poor care and management on their behalf.

  Business response

  05/23/2024

  I have spoken with this patient at every point of this concern, that I was privy to. I was who she spoke with on her first call. I also attempted to call her after receiving a message 03/19/2024 and only reached voicemail. I was able to speak with her yesterday, after getting a verbal message from a member of my front desk staff that she had called requesting to speak with me. I did apologize that per her own verbiage, she felt that I was dismissive. However she acknowledged, that I did not state, "You signed a contract, and that is that". I advised the patient that I was attempting to be educational. Unfortunately, there are no 100% guarantees with medicine. I had explained at our initial conversation, and again yesterday (05/23/24), that with this treatment there is no 100% guarantee, there is a chance of recurrence, and if additional treatment is necessary it is billed to the responsible party's insurance and they are responsible for what their insurance deems is their financial responsibility. I also explained that she had signed a consent that stated this. 

  After speaking with the provider a second time regarding this patient's concerns. We were able to come up with plan to accommodate this patient on this occasion, with the advisement that this would not be something we are able to do on a regular basis.

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