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:02/11/2025

  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 a down payment for a surgery read bad reviews and simply asked them for a refund doc that their paperwork said must be requested for a refund and I have asked for my refund of $200 dollars and no one has bothered to get back to me.

  Business Response

  Date: 02/21/2025

  Thank you for reaching out through the Better Business Bureau. We apologize for any frustration or inconvenience youve experienced, and we appreciate the opportunity to address your concerns. We understand that you paid a $200 down payment for your scheduled surgery and later requested a refund. Upon reviewing your file and our policies, we would like to clarify that the $200 you submitted was collected as a security deposit to reserve your surgery date. As outlined in the paperwork provided during the booking process, security deposits are non-refundable. This policy is in place to cover administrative costs and scheduling resources allocated once a surgery date is secured. We also apologize for the lack of communication regarding your refund request. It is never our intention to leave any client feeling unheard, and we are taking steps internally to ensure inquiries like yours are addressed in a timely manner moving forward. While we are unable to issue a refund for the deposit due to the non-refundable policy, invoice, cancellation policy, picture identification and signed credit card authorization are attached for your reference. We would be happy to offer you to apply the $200 deposit as a credit toward any future service or procedure with us as a gesture of goodwill. Please let us know if either of these options would be acceptable, or if you would like to discuss the matter further. We appreciate your feedback, as it helps us improve our services and communication with clients. Thank you again for bringing this to our attention.
  

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22926341
  
  I am rejecting this response because:  The documentation provided was for a ***** That is not my name.  I was told it was refundable.  I want my refund.
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 03/04/2025

  Dear ****,
  Thank you for bringing this matter to our attention. We acknowledge that an incorrect document was previously attached by mistake. We sincerely apologize for any confusion this may have caused. However, we stand by our original position regarding this matter. We have now attached the correct set of documentation, which accurately reflects the terms and conditions related to your transaction. Based on this information, we maintain that the charge is not refundable. If you have any further concerns, we are happy to address them directly. Please let us know how we can assist you further.

  Business Response

  Date: 03/11/2025

  We previously submitted the required documentation for patient **** ******** on 03/04/2025, but we are resending it again for your convenience. Please find attached the correct documentation supporting our claim. Let us know if any additional information is needed to resolve this dispute.

• Initial Complaint

  Date:08/14/2024

  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 scheduled breast reduction surgery with Modern Plastic surgery with Dr **** ***** in February. Sometime after my surgery was scheduled Dr ***** left the clinic and no one notified me. I rescheduled my surgery twice, both times confirming Dr ***** was available and would still be doing my surgery. I received a lab order on 8/2/24 and 8/9/24 to get blood work and a mammogram done, the order listed Dr ***** as my surgeon and was electronically signed by him. When scheduling my mammogram with ******* health, the *** asked me for Dr ******* NPI number, I reached out to modern plastic surgery to get the number and the receptionist had no idea who he was. After doing a little investigation she informed Dr ***** has not worked with this office in months and I was scheduled with a different Doctor that I've never heard of even though Dr ******* name was still on all of my documents. I immediately requested a refund due to lack of communication and fraudulent use of Dr ******* name, I was the offered a free area of liposuction instead. I refused and requested a refund again but was told someone would contact me on 8/13. I reached out to the office over 20 times on 8/13 regarding my refund, when I finally spoke to someone, I was told the manager is away and wont be back until next so my refund would not be initiated until then which is not true because I spoke to the manager on 8/12. I also spoke to Dr ***** via Instagram, he confirmed he no longer works with Modern plastic surgery, did not electronically sign my lab order and is not scheduled to do my surgery on 9/3/24. I paid a total of $4500.

  Business Response

  Date: 08/26/2024

  We are currently working on this refund as it can take up to 35 business days after client request, please cancelation policy and invoice attached. Date when the consumer requested the refund 08/09/2024 and total refund amount to be issued to the consumer is $4500.

• Initial Complaint

  Date:04/30/2024

  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.

  So many red flags especially from reviews, believe them. I was never told about my deposit being no refundable other than that it would be included in the surgery. Probably because the coordinators rush you and everything else. I want my refund. People work hard for their money and when they take it its taken quickly but when its time to give it back you have to do all of this insane. Yeah, red flags.

  Business Response

  Date: 06/06/2024

  To whom it may concern:

  Client Bienca Delva Client agreed and signed cancellation policy, please note in section #**, in which it states that initial $200 deposit is not refundable. Cancellation policy and invoice are attached for your reference.

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21646489
  
  I am rejecting this response because: FIRST OF ALL THE DEPOSIT WAS $200 and now i am for sure willing to take you guys to court for falsifying my signature and initials. THAT IS FRAUD. There was nothing like that ever signed or sent to me. And my signature???? Seriously???
  
  Sincerely,
  
  Bienca *****

• Initial Complaint

  Date:04/29/2024

  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 am writing to bring to your attention an issue that has arisen during my recent interactions with your center. On April 9th, 2024, I contacted your facility for a free consultation regarding a neck lift procedure. After sending pictures as requested, I was informed within minutes that the procedure could be done and would cost $4500, but it was only available at that price for that day. I was asked to put down a $200 deposit to secure this price, which I promptly paid.Upon visiting your center for an appointment with the doctor to discuss my surgery date, I was informed that I could not proceed with just a neck lift; I would need to undergo a combined face and neck procedure, which would double the cost. The doctor expressed confusion as to why I was given incorrect information about the pricing and procedure.I have attempted to discuss this matter with your office manager but have been unsuccessful in reaching a resolution or obtaining a refund of my $200 deposit. I must express my disappointment with the lack of transparency and the poor customer service I have experienced after making the initial payment.I am formally requesting a refund of the $200 deposit as I have decided not to proceed with any procedures at your center due to the misinformation provided and the subsequent difficulty in addressing this issue with your team. I trust that you will process this refund promptly and restore my confidence in your establishment's integrity and customer care.

  Business Response

  Date: 06/06/2024

  Client agreed and signed cancellation policy, please note in section #**, in which it states that initial $200 deposit is not refundable.Invoice, cancellation policy and signed credit are attached for your reference.

• Initial Complaint

  Date:04/26/2024

  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 Booked surgery with Modern Plastic Surgery in Miami and paid for my surgery in full. Before paying for my surgery Modern was very responsive and would send me multiple text reminding me of my balance. 3 weeks ago I decided I no longer wanted the surgery and reached out to modern and they told me about a $1500 cancellation policy and the rest would be returned to my original payment method. I informed the person I spoke to that I dont remember signing any form stating about a $1500 cancellation policy and that I have no issue paying it if she could email me those documents in which she said she would as soon as she got off the phone. It is know 3 weeks after and Ive yet to receive those documents and my refund. Ive called everyday and is always told someone would call me back and no one ever did. This is an unethical company that wants to frustrate me into letting them keep my money for a service I didnt receive. Now here I am filling a complain with bbb and my state attorney because Modern Plastic surgery doesnt know how to do the right thing.

  Business Response

  Date: 06/06/2024

  Client agreed and signed cancellation policy, please note in section #1, in which it states that if surgical procedure is permanently canceled and/or refund is requested for any reason by Patient and/or Cardholders at any time, a $750 cancellation fee will apply and in section #**, it states that initial $250 deposit is not refundable. We are not sure why client states we are going to withold $1500, the correct ammont is $1000. Invoice and cancellation policy are attached for your reference.

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21631229
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  business  stated a refund was issue back in April its now June and still no refund. As regard to the cancellation policy I was told the amount Ill receive for a refund would be $1500 less because of cancellation policy. I didnt make this up. This was what told to me by 4 different representatives from modern. I have been trying to get this resolved since April.  Was sent a cancellation policy from business back in May which I have attached and has you can see they have so many different figures as to what the cancellation amount is. Also business stated they issued me a refund but according to #8 on their refund policy they were to send me a refund form to sign which they didnt. yet I was told a refund was issued in April and its now June and no refund because they really didnt initiate the refund in the first place. 

  Business Response

  Date: 06/18/2024

  Client agreed and signed cancellation policy, please note in section #1, in which it states that if surgical procedure is permanently canceled and/or refund is requested for any reason by Patient and/or Cardholders at any time, a $750 cancellation fee will apply. Invoice, cancellation policy and signed credit card authorization are also attached for your reference.

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21631229
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/01/2024

  Client agreed and signed cancellation policy, please note in section #1, in which it states that if your procedure is canceled by the center or the doctor on your PRE OP DAY and/ or day of SURGERY DAY as a result of the patient's failure to disclose a medical condition/history/medication, etc. If the patient fails to follow instructions in preparation for surgery, and/ or any other reason preventing the scheduled surgery from taking place, OR you decide to cancel your surgery for any reason; there will be a CANCELATION FEE OF $1,500. (If a patient is given the option to reschedule for a future date, and he/ she chooses to reschedule no fee will be applied). Invoice, cancellation policy and signed credit card authorization are also attached for your reference.

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21631229
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  business need to get their responses together they submitted documents to the bbb that I signed a $750 cancellation policy and that no one told me it was $1000 now weeks later another of their representative respond with a different story now its $1500. Im glad I have these bbb responses as prove because Im sick of the back and forth and will let a judge decide. 

• Initial Complaint

  Date:04/02/2024

  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.

  Date of transactions, first down payment to lock in special, 1/24/2024 in the amount of $250 2nd transaction 2/23/2024 in the amount $2,000 total Amount paid $2,250 credit card used for payment, card ending in 9735 Reference # ********** 1 invoice # ***** 2invoice # **** Subject: Formal Complaint Against [Modern plastic surgery ] Regarding Unfulfilled Refund for Cancelled Procedure Dear Better Business Bureau,I am writing to file a formal complaint against Modern plastic surgery regarding their failure to provide a refund for a cancelled procedure, despite multiple assurances and prolonged delays.On January 24, 2024, I engaged the services of Modern plastic surgery with the intention of undergoing a procedure, for which ****** was designated as my coordinator. However, circumstances changed, and on February 26, 2024, I made the decision to cancel the procedure and promptly notified ****** of my decision.****** acknowledged my cancellation request and cited a cancellation fee of $750 in accordance with their cancellation policy. She assured me that the refund process would take approximately 30 days. However, despite her assurances, I have yet to receive the refund.Since then, my attempts to resolve this matter with Modern plastic surgery have been met with frustration and disappointment. I have contacted them multiple times, only to encounter different representatives who provide conflicting information and vague promises of resolution.On March 20th, 2024, a supervisor informed me that the refund process would take an additional 30 days, and will be expidite. contrary to the original agreement. Subsequently, on April 1st, 2024, I was assured by another representative that I would receive half of my refund on April 2nd and the remaining half on April 3rd. However, it is now April 2nd, and I have not received any refund.Furthermore, my attempts to reach *******, whom I was directed to, have been unsuccessful. This persistent delay and lack of transparency in the refund process are unacceptable.I have complied with all requirements and provided the necessary documentation, including text messages and receipts, to facilitate the refund process.I urge the Better Business Bureau to investigate this matter thoroughly and ensure thatModern plastic surgery fulfills its obligation to provide me with a full refund as originally promised. Additionally, I request assistance in securing compensation for the undue inconvenience and stress caused by their negligence. id like my whole payment refunded for the wait and stress. Thank you for your attention to this matter. I look forward to your prompt intervention and resolution.

  Business Response

  Date: 06/06/2024

  Client agreed and signed cancellation policy, please note in section #**, in which it states that initial $250 deposit is not refundable and section #1,in which it states that if surgical procedure is permanently canceled and/or refund is requested for any reason by Patient and/or Cardholders at any time, a $750 cancellation fee will apply, we made an exception and charged $500 instead. Invoice, cancellation policy and credit card refund are attached for your reference.

• Initial Complaint

  Date:03/06/2024

  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.

  On 12/12/2023 I booked a promotional surgery that was being offered and advertised to be completed by a certain *************************** with the coordinator ******* and explained I wanted to make sure she will be my surgeon and that I booked this surgery based on the cost and who the doctor ********** 2.1.2024 I found out on social media that ********************** was at another office so when I called them and asked it took a week to get a response and they told me that yes she was no longer with them and that they can book me with another doctor. I explained this felt like a bait and switch as I was never communicated that my surgeon would have been changed after having a confirmed surgery date and I was only told that I at least have a year to do the surgery. That information does not help as I booked solely based on the doctor and communicated that with their coordinator. I was assured thats who will do the surgery. Right now I still dont feel comfortable with the doctor I will have to do the surgery with and dont believe I should have to pay a cancellation fee and should have a FULL refund. They changed the doctor not me and they have not been sympathetic towards the situation and I have felt uneasy the entire time. They are unorganized and also tried to tell me because the first coordination forgot to right the special I booked with that I will have to pay the difference of $1000.Nothing seems right and need this fixed I have text messages with the previous coordinator My account also does not reflect the additional $1500 I paid for gummy bear implants that were also overcharged as I was told previously it wouldve been $1000 extra

  Business Response

  Date: 03/15/2024

  To whom it may concern;

  We regret this client inconvenience. Unfortunately, ********************* is no longer working at our clinic. Client was offered other options for surgeons and she agreed to. Our company has a cancellation policy for which she agreed and signed. Client changed her original procedure and that increased the priced. Please find attached a snip of her agreemnet to another doctor and cancellation policy attached.

  Sincerely;

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

  General Manager

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21394522
  
  I am rejecting this response because: In the screenshot you are providing you clearly see I was unsure and not truly comfortable with having to choose a different doctor. No where did I put in writing Yes to ************. I was promised something in the beginning regarding doctor and pricing. Your clinic decided to change it on me so close to my surgery date and expecting me to make these decisions. AGAIN the unprofessionalism is clear here and customer service is not of importance. I will not be agreeing to any cancellation for any fees whatsoever. Only thing I signed was cancellation regarding me canceling but theres nothing protects the customer when your clinic fails to inform and goes back on their word. 
  
  Sincerely,
  
  *******************************