Complaints

This profile includes complaints for Sunset Plastic Surgery LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Sunset Plastic Surgery LLC has 2 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

• 

  Sunset Plastic Surgery LLC

  811 Ponce De Leon Blvd Coral Gables, FL 33134-3007

• 

  Sunset Plastic Surgery LLC

  8353 NW 36th St Doral, FL 33166-6615

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:12/21/2023

  Type:Order 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 put a deposit down of $500 on 4/11/23 for surgery with ************** to fix a defect created from another surgery I had with him at another clinic years earlier. My surgery was originally scheduled for July 18, but Sunset Plastic Surgery called me a few weeks before to change my date. They said the office was receiving an inspection, and pushed me back one day, from 7/18 to 7/19/23.Prior to paying off my balance, **** was aware that my hemoglobin was lower than their requirements. However, they require payment in a timeframe, so I complied. In paperwork provided by the clinic, it refers to the use of cell saver if levels could not be brought up to required; however, I later found that they did not offer cell saver for patients with lower iron at this time. **** apologized understanding that their paperwork was not accurate.Since paying in full, Ive been in constant contact with the clinic frequently providing updates on my g/dl levels. My PCP even provided a document stating that I did not qualify for an iron infusion. My g/dl was **** at the time, and medically recommended standard is 12.Fast forward to right before July, my level was 12.2g/dl, however, I still did not meet their requirements for surgery, thus Sunset Plastic Surgery cancelled (not rescheduled, and this is important because their contract only reflects rescheduled patients) my surgery. In fact, up until now, I have not been provided with a new surgery date, and I am not currently on their schedule. Since cancellation, Ive provided updates to my levels, and I still do not meet their requirement of 13g/dl. Ive maintained 11g/dl which is normal for me as youll see in the docs provided. Per their contract after a year (4/11/24), I will loose $2500 + $500 if this reaches expiration. Im not within 42 days of any dates as Im not on their schedule, thus per my calculations thats 10% ($840 + $500 deposit) that I owe since they canceled. Im now extended expire in 7/24 instead of refund.

  Business Response

  Date: 12/27/2023

  This patient client has chosen to willfully cancel the businesss services (plastic surgery) on her own accord after the cancellation deadline (6/6/2023) 42 days prior to her scheduled surgery date (7/18/2023) following being rescheduled once as a courtesy, and thus is required to pay the cancellation fee of $2,500 if she wishes to cancel.  Please see attached the policy forms the patient signed that clearly state If you decide to cancel surgery within 42 days of the date of surgery, there is a $2500 cancellation fee in addition to forgoing the non-refundable deposit and paying the 10% processing fee, and If you choose to cancel surgery at any time after rescheduling, you will be charged a $2500 cancellation fee and the remaining terms of the Cancellation & Refund Policy you signed will be upheld.
  
  The patient is now making false statements in an attempt to get a full refund from the business practice beyond what she is eligible for based on the cancellation policies of the clinic that she signed.  To clarify her false statements, this patient had a breast lift with implants, tummy tuck, and Brazilian **** Lift (BBL) 3 years ago; she was very happy with her results and put down a $500 non-refundable deposit on 4/11/2023 for a second round BBL on 7/17/2023 (moved to 7/18/2023 on 6/1/2023).  This patient was not rescheduled by the practice because of an inspection, as she claims; there was no inspection at that time.  There was no defect from a previous surgery; she was NOT scheduled for a revision surgery.  Such statements are attempts to tarnish the good name of the surgeon and practice. The patient has even referred her friends who have had surgery at the practice because she is happy with the results of her previous surgery.  
  
  This patient client refuses to take the steps needed to get her hemoglobin level up to the appropriate level for a second round BBL to avoid potentially going to the hospital for blood transfusion.  At Sunset Plastic Surgery, safety is our highest priority, so we like to give patients the best chance of successful outcomes with limited risks of adverse outcomes.  The patient also had the opportunity to get IV iron infusions to bring her hemoglobin level up before the scheduled BBL.  The patient also had the opportunity to sign up for Cellsaver to return any blood lost during surgery through her IV to avoid the potential of needing to go to the hospital after surgery for blood.  Her surgery was postponed once at no charge as a one-time courtesy to give her more time to get her hemoglobin level up (normally $2500 rescheduling fee).  However, she is not properly taking oral iron as recommended to slowly bring her hemoglobin level up; all she needs to do is take an iron supplement 3 times per day with a glass of orange juice with meals.  She does not want to get IV iron infusions to rapidly bring her hemoglobin level up.  She reports her primary doctor **** not prescribe iron infusions for her, and she refuses to go to a different primary doctor. ******** have even been willing to write the prescription for iron infusions for her or even speak with the primary doctor on her behalf to help facilitate her obtaining the iron infusions. ******** have also offered her the ***************** to return her own blood to her during surgery to enable her to have surgery at a lower hemoglobin level.  Contrary to the patients statement, we do actually offer Cellsaver.  However, she has not accepted any of these offers that would allow her to get the surgery.
  
  Therefore, our business has made every effort to accommodate this patient in every possible way. The patients refusal to comply with any of our efforts to resolve this dispute suggests there are other reasons for her request for a refund. ******** are still willing to proceed with surgery on her plus the addition of Cellsaver.  This patient signed policy forms clearing stating the payment and refund policies that we are upholding; we are happy to provide these signed documents to the Better Business Bureau (BBB) as proof.  When a patient books for surgery, several steps are taken to ensure that the date is held for that patient and our team is prepared to provide the patient with the service that our business offers.  We have to hold surgery dates in advance to reserve operating rooms, pay anesthesiology, nurses, and other staff.  Time is expended and staff resources are utilized to coordinate all of these efforts.  We also incurred fees already from the financing company (Alphaeon) this patient used to pay for her surgery, so we already are taking a loss for that amount if the patient chooses to cancel.  We held the surgery date the patient signed up for exclusively for her and could not schedule other patients in her place, so we lost the opportunity to produce revenue that day for the business and staff. ******** must uphold our policies to avoid getting taken advantage of by patients. ******** only wish to have patients sign up for surgery that are serious about having surgery and do not want to be put in situations like this. ******** cannot change our policies for any single patients because we would then be forced to do the same for every patient that wishes to cancel on their own accord without paying the associated fees that they agreed to in writing in advance of signing up for surgery.  We must uphold these fair and agreed upon policies that are put in place to protect both patients and the practice.  Having surgery is an important decision and must be taken seriously.  It is a shame this previously happy patient has chosen to take this path over money that we have made every effort to resolve directly with her.
  

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 21040096
  
  I am rejecting this response because:

  I have provided transcripts of communication between ****/****** and myself which shows 1. My original date was on 7/18/23, and the clinic rescheduled me to 7/19/23 (which I had no control over).  2. I have never cancelled my surgery, so any statements made to that effect are simply false, and I would ask the clinic to supply proof if so to dispute this. And 3. I have provided transcripts of my communication with **** and their pre-operation coordinator, as well as documentation from my PCP rejecting an iron transfusion.  I have done everything to increase my hemoglobin levels within my control, as well as provided them with multiple labs over the course of these 9 months updating them on my progress which shows me working towards meeting their requirements, and not someone who simply refuses to cooperate as they falsely put.

  I have no issue with paying their 10% fee ($840) in addition to the $500 non-refundable deposit, since they cancelled me, as I understand the cost they incur, however charging me $2500 in addition to the $500 already paid does not honor their own contract.  I was cancelled; I never rescheduled, and I would ask the clinic to provide proof of the rescheduling, because up until this very minute I have not been provided a new date.  
  

  As far as safety, my primary care physician believes that, because my hemoglobin of **** is within decimals of the national standard of 12 for women my age, the risk for an iron transfusion outweigh the benefits.  Iron transfusions are typically done for cancer patients, bleeding in gastrointestinal track, dialysis, and severe anemia- unfortunately I do not qualify.  My safety is my top priority.  I understand why I was canceled, however, according to their own contract I should not be charged $2500 because the cancellation was sole at the discretion of the clinic because I didnt meet their requirements.  Additionally, Cell Saver was not offered in July 2023.  I would ask the clinic to provide proof if they had it before, as my documentation shows **** acknowledging that Cell Saver was not offered.

  As far as the doctor, I would never try to tarnish his name.  I have used him at another clinic and was unhappy with parts, but not all of result which is why I sought him out to correct the areas I was unhappy with.  To be clear, I had three procedures, I was happy with two of three procedures.  Any patients Ive referred was because of the two procedures I was happy with, and because the Doctor opened his own clinic and is no longer affiliated with his prior practice.  This is also documented in the transcripts provided to you.  Unfortunately, the office has not been honest.  Why am I being held accountable to cancellation polices when I never cancelled?  Why am I being held to rescheduling policies when I never rescheduled on my own accord? And, if have rescheduled like you say, why have I never been provided a new date?  These are the questions that remain.  I was never within 42 days of surgery and willfully canceled or rescheduled anything.  At best, per your policy, I owe $500 of a non-refundable deposit, and 10% fee ($840) that is applied per your contract regardless if surgery is not performed.

  My last question to Sunset is, if you say that Ive cancelled, why havent I received any money/refunds from you at all?  To date, I have not received anything from my $8900 payment.  So if I canceled, as you stated, why are you withholding my refund?  Again, please provide proof of me canceling or rescheduling my surgery. 

  I have made it a point to keep record of all communication with this clinic since before placing my deposit in April 2023.  I do not have any reason to lie.  I feel I am being cheated and now ignored waiting 5+ days for responses, and with all of my calls now going to voicemail.  I have requested several times that **** call me directly, but she has not in over a month.  She responded in the chat that she is too busy.  Instead, *** been handed to the pre-op coordinator who has absolutely nothing to do with the financial concerns/policies.  ****, my number is still the same.

  Please provide proof of my request for cancellation.  As well as proof of any refunds since you stated that I canceled. 

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

  Business Response

  Date: 12/29/2023

  We appreciate the opportunity to further respond to the patient clients additional comments. 
  
  First, the patient client is not properly informed about the risks of IV iron infusions, which are very safe and effective.  In addition, nobody is forcing this patient to undergo iron infusions if she does not wish.  Iron infusions would be highly beneficial for quickly raising hemoglobin level in her case, as we have had countless patients use this option without a single adverse event from the iron infusions.  We are happy to provide evidence from the medical literature on this topic to further substantiate the low risk and highly efficacious nature of such treatments.  Regardless of this point, we have provided multiple other options to the patient.  This patient also has the option to take over-the-counter oral iron supplements with a glass of orange juice with each meal (zero risk) to slowly bring her hemoglobin higher.  A third option would to be to have Cellsaver during surgery.  Whether she was offered Cellsaver previously or not is irrelevant because this is in fact a very viable option currently, and she is choosing not to have this option now even though she stated that she requested it previously, suggesting that she wanted Cellsaver in the past but now does not want it now for some reason.  Performing surgery with a hemoglobin of 12 is not an absolute contraindication to surgery; however, we wish for patients to be in the best possible condition before surgery to improve their recovery and avoid any potential problems postoperatively.
  
  Finally, the patient is claiming she did not cancel surgery and was cancelled by the clinic.  This patient was not optimized for surgery in July and mutually agreed to reschedule because she did not meet the required criteria for surgery initially without one of multiple intervention options that the patient elected not to proceed with.  Since the patient is claiming she did not cancel and wishes to undergo the surgery, she is still welcome to have the surgery.  No one is denying her from having surgery.  This dispute and associated request for refund is clearly demonstrating that the patient is the one that wishes to cancel her surgery and have a refund while we are making every effort to continue to have the patient receive the surgery. 
  
  The bottom line is that we have already paid out the fees to the financing company that she borrowed money from, have spent a tremendous amount of staff hours on this patient, and have lost out on the opportunity cost of performing surgery on that date that she was originally scheduled.  We have signed policy forms by the patient understanding all of these policies about cancelling and rescheduling along with the associated fees, which we have already provided clearly highlighting these items. That is the whole purpose of having policy forms that the patient signs as a legal contract to have the solution to all disputes already agreed upon ahead of time.  However, we occasionally have patients such as this try to change their mind about already agreed upon policies.  No one forced the patient to sign these policy forms against her will.  Aesthetic plastic surgery is elective, and any patient that chooses to have surgery must agree to the associated policies and terms prior to scheduling a surgery date.  As the business manager, it is my responsibility to uphold these policies to avoid the clinic being taken advantage of and losing money.  We cannot change our protocols and policies for any single patient otherwise we would have to do the same for all clients, which would severely undermine our business. We have offered numerous options to this client to resolve this despite amicably that allows both her and the clinic to have a favorable outcome while still upholding the agreed upon policies, but the client is rejecting all of these options.  If the client continues to reject these options and still wishes to cancel surgery, she will be refunded the appropriate amount (applying the cancellation fee designated in the policy forms) within 30 days of the client completing the required refund request form, as refunds are only processed once per month.  As a final statement, we will reiterate that we only wish to have clients sign up for surgery that are serious about having surgery, as we do not wish to ever have these disputes.
  

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21040096
  
  I am rejecting this response because this response proves my entire point.  In my last response they completely falsified information writing that I canceled my surgery and was going against the doctor because I canceled my surgery; however, when I asked to provide proof showing I canceled, or proof of a refund, they did not because they could not, and the  reason they could not is simple; it was untrue.  They could not provide proof of cancellation because I never cancelled, and they could not provide proof of a refund because I was never issued one. They instead respond by saying the patient is welcomed to have surgery.  How is it that this office manager doesnt know whats going on in their own office?  It clearly shows  a lack of organization and structure.

  I scheduled a plastic surgery procedure to fix a defect created with the first surgery.  It is a scary procedure as it is, but its scarier when you know the people in the office do not have a control on whats going on in that office.  Im providing my medical information, my allergies, my ailments/illnesses etc. How can I be assured that all of my information is being vetted properly, when based on their own admission here, they are unaware whether I was canceled or not.

  As far as an iron infusion, this office gave me no additional information on raising my iron.  **** was aware that I was anemic before scheduling surgery.  This information is contained in the documents provided.  Ive been on iron supplements provided my own doctor or my own accord.  In addition to this, I have been taking liquid iron with oranges to increase absorption.  I have provided updates on my hemoglobin levels the entire time here.  I have been to my PCP to request an iron infusion which was denied.  What more can I do to increase my iron besides this?  What additional could you provide beyond what I was already doing?

  ****, your confusion lies in the pure fact that you will not speak to me, which I have proof of.  I instead have been forced to communicate with your pre-op coordinator regarding the business side of my surgery, and your pre-op coordinator is not equip to handle this.  I have called and left messages to no avail.  As I stated, my number is still the same.

  Again, this office provided a statement to BBB claiming that I canceled my surgery when I did not.  When I asked to provide proof of my cancellation, or proof of a refund they could not, because it simply was not true.  According to their documentation, refunds are completed on the last day of the month.  I have not been provided a refund to date.  The office then quickly changed their tune when they realized the information they initially provided was false, as they now know based on my communication on this forum that I did not cancel my surgery, and that in itself is a huge problem.

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

  Business Response

  Date: 01/08/2024

  Thank you for the opportunity to once again respond to this patient client. We would like to continue by clarifying some points that still seem to be misunderstood by the client. This reply is from the Business Manager of the practice (not the clients Surgical Coordinator, ****). **** has been in close communication with the client via the Symplast portal, which we have documented in stored conversations in the portal. We are happy to have **** call the client, as the client mentions in her last communication; however, once the client involved the Better Business Bureau (BBB), we responded appropriately through the BBB platform rather than engaging the client directly, as the client chose to escalate this issue to the BBB rather than calling **** to discuss. In addition, the client continues to falsely suggest that something was done wrong in her previous BBL surgery now 3 years later even though she was happy previously and recently scheduled for a 2nd round BBL rather than a revision. Such false allegations create greater distance between herself, the practice, and the surgeon. The client seems to be responding with incoherent, repetitive, and non-productive messages at this point. The client continues to state that she did not choose to cancel surgery yet continues to request a refund rather than move forward with surgery. We are happy to provide the client with a refund minus the $500 non-refundable deposit, $2500 cancellation fee, and 10% processing fee if that is what she desires. Refunds are processed once per month after completion of a refund request form and thus may take up to 30 days. The client can also still elect to go forward with surgery if she does not wish to cancel. The choice is the clients to make, as we have been very accommodating while still upholding our policies that the client agreed to with a written signature, and we have already provided those signed forms to the BBB. Per the clients request, we will have her Surgery Coordinator, ****, call her to discuss the decision she has to make on how she wishes to proceed with undergoing surgery or obtaining a refund as described above. Thank you once again to the BBB for helping ensure the quality of business standards and upholding the policies put in place to protect businesses such as ours.
  

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21040096
  
  I am rejecting this response because:

   

  First, please stop saying that I was happy with my surgery and that my claims against this are false.  I have attached 2 screenshots from your portal.  One is the initial request for a revision of scar and a dent in my left hip all from my previous surgery with the doctor. ********* will see in the screenshot that that coordinator *********adm said that the doctor recommended you get a BBL.  So I did not elect to do a second round because I was happy with that part of my surgery.  I was recommended by the doctor from my consultation to have this procedure.

  Secondly, the second attachment is from the preop coordinator telling me randomly when inquiring about an update on my surgery that I need to be my hemoglobin up or pay additional fees.

  Your office is not on the same page.  She is the one who told me this after I inquired.  I did not cancel.  After this, I asked her to have **** called me.  I received no correspondence for over a week.

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

  Business Response

  Date: 01/10/2024

  We are not going to continue to go back and forth on this topic of aesthetic results of her previous surgery, as that is not relevant to the issue at hand regarding the clients wish to cancel future surgery and avoid paying the cancellation fee. The bottom line is that this client was very happy with her previous surgery 3 years ago, evidenced by the fact that she referred friends who went on to have surgery at Sunset Plastic Surgery, and scheduled a 2nd round surgery herself because she was happy with the results of her previous surgery. If she was not happy, she would have requested a revision years ago and not scheduled more surgery with us. This client was not and is not scheduled for a scar revision, as she wrote in her last response. Transferring more fat to the hips to correct her pre-existing trochanteric depressions hardly suggests anything was wrong with her previous surgery results. Half of transferred fat goes away shortly after surgery and patients may loose or gain fat in certain areas of the body several years after surgery.
  
  In regard to the financial issue at hand, the patient was called again this morning (January 10, ****) by her Surgical Coordinator and given the options of proceeding with surgery or proceeding with a refund at the rate outlined in the refund policy forms she signed. The patient declined to give a decision because she said she is waiting for the lady at the BBB to call her back. As we have stated previously, we are willing to provide a refund check (minus the cancellation fee) if that is what the patient wishes. We have requested that the patient consider which direction she wishes to proceed and let us know in writing in our patient portal so we can proceed accordingly. If we do not hear back from the patient, our accounting department will issue her a refund check and mail the check to the address we have on record for her to close the matter in our accounting system. Our business has done everything possible to resolve this issue while still upholding our policies. We request that the BBB close this issue with the client at this point, as our practice will be officially closing this issue on our end pending the response from the client regarding proceeding with surgery vs. refund. Thank you.

• Initial Complaint

  Date:10/14/2022

  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 paid for a procedure in advance as requested by Sunset plastic surgery and was unable to have the procedure due to medical issues and have been requesting a refund for over four months and have still not received a refund.

  Business Response

  Date: 10/31/2022

  BBB Response from Sunset Plastic Surgery to consumer *****************************:
  
  All deposits for any procedures at Sunset Plastic Surgery (business) are non-refundable.  The patient (customer) was informed of this policy when the deposit was made.  All patients sign a cancellation policy form when securing their surgery date.  The form clearly states that a fee of $2500 will be applied if the patient chooses to cancel surgery.
  
  Sunset Plastic Surgery accepted a small deposit that is non-refundable in order to hold a date on the surgery schedule for the patient.  This is also outlined in the form that the patient signed.  When a patient commits to a surgery date, Sunset Plastic Surgery coordinators are transparent with all requirements and forms that are due in order to secure a spot for surgery.  
  
  When a patient books for surgery, several steps are taken to ensure that the date is held for that patient and our team is prepared to provide the patient with the service that our business offers.  We have to hold surgery dates in advance to reserve operating rooms, pay anesthesiology, nurses, and other staff.  Time is expended and staff resources are utilized to coordinate all of these efforts. 
  
  This patient put down her non-refundable deposit on May 10, 2021 for a liposuction promotion with the understanding that she needed to have surgery within the next 1 year and scheduled surgery for September 15, 2021.  The patient later chose on her own to reschedule her surgery for January 28, 2022.  Sunset Plastic Surgery honored this request at no charge to the patient.  The patient then chose to postpone her surgery date with the given reason being that her body mass index (BMI) was too high.  This was the patients choice and not the choice of the business or surgeon.  The patient said she would call to reschedule her surgery an additional time for a given date, but she did not call and did not pay the rescheduling fee.  She then called to cancel her surgery altogether on July 4, 2022, over a year later.  This patient never provided any documentation of any medical problem that would prohibit her from having surgery.  Based on our cancellation policy, this patient was not eligible for a complete refund; the patient was charged the cancellation fee and was refunded the remaining balance of $180.00.  This refund was mailed to the patient in the form of a check.  A Sunset Plastic Surgery manager attempted to call this patient on October 14, ************************************************************************************* an attempt to resolve this issue without involvement of the BBB, but the patient did not return the call.  Her surgical coordinator has communicated with her via phone about this issue and explained to the patient.  In addition, Sunset Plastic Surgery preoperative coordinators have also communicated with this patient via email about this issue while under review.  Sunset Plastic Surgery has offered to still perform the surgery that this patient signed up for, but we explained that patient would need to pay the rescheduling fee after multiple reschedules as well as put down a new non-refundable deposit that would be good for another 1 year; however, the patient declined these options.  Therefore, Sunset Plastic Surgery has exhausted all efforts to accommodate the patient while still maintaining the integrity of our policies and standards.
  
  All patients are asked to be definite about their decision to book their surgery.  There are financial and time commitments that must be made well in advance to prepare for each surgery.  This patient rescheduled surgery on two separate dates that could have been surgery dates for other customers; therefore, Sunset Plastic Surgery took the loss for that.  The decision to cancel surgery was a personal choice by the patient; this patient was not cancelled by Sunset Plastic Surgery.  All deposits are non-refundable.  A cancellation policy form was signed by the patient prior to securing a surgery date.  Changing our policy for one patient would undermine our entire business and open the door to any patient requesting their non-refundable deposit and cancellation fee back.  We refuse to allow anyone to wrongfully attempt to hurt the reputation of Sunset Plastic Surgery with threats of bad reviews and complaints online in order to seek compensation.

  Customer Answer

  Date: 11/03/2022

  ***BBB Has Received Consumer Response***

  ***Message***

  ***Please See Attachment***
  

  Customer Answer

  Date: 11/03/2022

  ***BBB Has Received Consumer Response***

  ***Message***

  ***Please See Attachment***
  

  I am rejecting this response because: I paid in full $3200 for a procedure that was not performed. I expect a refund of $2700 to account for the non-refundable deposit. I was told by the manager that I would not be charged for a cancellation fee when I cancelled. I am including screenshots for all conversations had with employees of Sunset Plastic Surgery. Many of the conversations that the response state did not infact happen and I did attempt several times to return the manager ***** phone call on Oct 17th, Oct 27th and Oct 28th and was told all of these times by the front desk that it was "administration days" and the manager was out for the next couple of days. I have proof of all conversations and phone calls that happened.  

  
  

  Timeline of screenshots:

  05/10/21 Confirmed before payment in full that I can receive a full refund if unable to have procedure minus $500 deposit (unless medical reason, full refund) 

  05/10/2021 Paid in full $3200 

  07/14/2021 Contract signed for preop of 09/13/21 and procedure 09/15/2021 

  08/25/2021 Canceled procedure via message to ******* and asked what is latest date I can reschedule without losing my deposit and ******* said I have til May 2022 

  09/01/2021 Preop scheduled for 01/26/2022 Procedure 01/28/2022 

  12/28/21 Requested lab orders 

  12/29/21 Received lab orders 

  01/6/2022 pre op changed by sunset to 01/27/22  

  Unable to get appt for labs in time  

  01/11/2022 BMI too high and cant get labs in time and was told via message appt can be changed this time without a $2500 fee but next time would be charged a fee. 

  No new appt has been made for procedure. 

  07/04/2022 Requested refund 

  07/05/2022 ******* said no refund allowed due to "have one year to use or have surgery" 

  ******* said to contact by email and she would send me a refund request paper to fill out. 

  07/06/2022 Still no paper received and no response from Siomara 

  07/10/2022 Still no paper or response from *******, emailed for refund 

  07/13/2022 No response, emailed again for refund 

  07/13/2022 Received response.
  

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

  
  

  Business Response

  Date: 11/05/2022

  As we discussed in our original response, Sunset Plastic Surgery (business) has a policy that includes a $2500 cancellation fee, which was explained to the patient (customer) and is clearly written in the paperwork signed by this patient at the time she scheduled her surgery date.  We have documentation of that paperwork in the patients electronic medical records.  The costs associated with reserving a surgical date for a patient were explained in our previous BBB response that explain the reasons behind this fee, so we will not go through those details again here.  The Sunset Plastic Surgery manager never told the patient that there would not be a cancellation fee because that would be contrary to the practice policy and paperwork signed by the patient.  The manager provided the patient with her direct business cell phone number so that the patient can call her back directly because the manager works from home on administrative days, but the patient called the receptionist on the Sunset Plastic Surgery main line; however, none of the work-from-home or phone call details are relevant to this issue though.  As our paperwork states, Sunset Plastic Surgery often honors the requests to postpone surgeries at the discretion of the practice, which we did in this case on multiple occasions even though we take a financial loss with rescheduling.  However, this patient never provided any documentation of medical issues from a physician that would prevent her from ever undergoing the procedure or any abnormal lab values that would require postponement.  We voluntarily postponed her multiple times without a rescheduling fee.  Once the patient chose to cancel on her own and completed the refund request form, the eligible refund amount was mailed to the patient in the form of a check.  If we do not uphold our standards and policies for this patient, we would not be able to uphold our standards and policies ever again because many patients would expect to be given the same exception and other exceptions.  Therefore, we believe Sunset Plastic Surgery has done everything possible to resolve this issue while still maintaining our business practice policies that the patient agreed to in writing.  We prefer not to ever encounter these disputes with patients and try to do everything we can to prevent them without losing money; we just want patients to sign up for a procedure if they are serious about undergoing plastic surgery because we take this medical practice very seriously.