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:10/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My name is ******** ********. I paid $6,500 to Lexington for keloid removal on my face and under my chin.I got the estimate of $6500 from my consultation with ****** Pendams and I met with *** *****, who explained that I would need two separate surgeries to safely remove all keloids on both sides of my face. I agreed to this plan, with the total payment covering both surgeries. I had about 13/14 small/medium keloids (under my chin, side of face)The first surgery took place in April 2024 and addressed only 3-4 keloids on the right side, but the largest keloid was not removed as I woke up during the procedure. After the surgery, *** ***** left the practice, and I was advised to discuss with Lexington whether to continue with them or transfer to his new practice. Since then, I have faced constant issues trying to schedule my second surgery. Lexingtons customer service has been unresponsive, calls were often disconnected, and I couldnt get a clear answer regarding my situation.I eventually contacted *** *****, who suggested reaching out to Lexingtons New York office and speaking to *********. After much effort, I finally connected with her, only to be told Id need to pay an additional $5,000-$6,000 for the second surgery, which I refused since I had already paid for both procedures. Multiple confusing and frustrating calls followed with various staff, including the nurse practitioner *** and *** *****, who questioned whether I fully understood the original terms. *** ***** tried to imply that the $6,500 could not cover two surgeries and attempted to make me feel that I misunderstood the agreement. I clarified that the amount was for the complete removal of all keloids.Eventually, *** ***** offered a discounted rate of $3,000 for the second surgery and to remove the remaining keloid on the right side for free. This experience makes me feel that Lexington is exploiting me, as I have been given conflicting information and no proper resolution.

• Initial Complaint

  Date:07/23/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 an earlobe repair surgery scheduled for 6/11/24. I was told the total cost of this surgery would be $2000 and I would have to pay a down payment of $1000 to book my surgery by 6/8/24. I paid the $1000 via the patient portal. The week prior to the surgery I was contacted by Lexington Plastic Surgeons and told I needed to schedule a preop visit before surgery. That visit was scheduled for 7/10/24. On June 9th I test positive for Covid. On 6/9-6/10 I canceled both appointments via the patient portal. I contacted Lexington Plastic Surgeons to ask about my refund. I was advised to reschedule my surgery. I explained that I did not live in the area and would be leaving soon. I was told I should receive a refund within 2 weeks. That time passed and no refund was received. I received an email on 7/1/24 from Lexington Plastic Surgeons stating I would not receive a refund because the money was to cover my preoperative visit. I explained that the preoperative visit was canceled along with the surgery. On 7/9/24 I received an email from Lexington Plastic Surgeons stating that whether I attended the appointment or not my deposit is not refundable. I understand if I had attended that appointment that my deposit would cover that cost. If the appointment was canceled, I dont understand what Im paying for.

• Initial Complaint

  Date:05/20/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  My daughter went to Lexington Plastic Surgeons on April 15th, 2024 to see if they could remove a Keloid from her neck that was caused by a Brain surgery she had 5 years earlier. They required me to send them the full amount of $6,500.00 before the doctor could see her. After I sent them the money, the doctor concluded that he could not perform the surgery because her Shunt was too close to the Keloid. The doctor said that we could get our full refund returned back to us. ******, who works for LPS, said that we would get our refund in a week. I waited 10 days and gave LPS a call back to let them know that I did not receive my refund. I was told that ****** does not work there anymore. For several weeks I attempted to talk to someone about my refund. I was given the run-around by several people whose names were "Jai", "*****", "********", "******", "*****" and others. It's been over six weeks now and no one is helping. They told me that I can't get in touch with their finance department neither by phone or email. It's like their finance department is some "Top Secret" entity. My resolution is to get my refund back immediately.

• Initial Complaint

  Date:02/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 February 7, ****, I had an appointment with Lexington Plastic Surgeons to have a procedure completed. I arrived at 9:40am and left the office at 11:20am after being traumatized given what I saw and experienced.This information is notification that there are real issues with this business. After being called to the back there were many infractions of medical protocol which I observed. The room was dirty, there were unused needles laying around out in the open, there was trash on the floor to name a few. A lady who represented herself as a medical provider attempted twice to insert a needle into my body to draw blood and start an IV. After the trauma to both my hand and arm which I have pictures, the provider left the office and said she was going to get the doctor. I was done!The totality of the experience to this point was frightening. There was an apparent lack of ability to correctly perform a basic function i.e. inserting a needle in a vein to draw blood. This coupled with the disarray of the room in which the service was to be provided and other things I saw made this an untenable situation. It was the intent of this organization to cut into my body to perform a procedure in which they were clearly unequipped to do in a manner which was comforting to this patient. I decided to not have the procedure completed as I had serious questions about the ability to get the procedure completed and be assured of a safe experience. When I went back to the lobby to inform management, I was not going to have the procedure completed. The managers first response was "There are no refunds". This was shocking as I said nothing about a refund. It became apparent this organization was not interested in my health, wellbeing, or piece of mind. This organization was only interested in retaining the $6,000 I paid upfront to have this procedure completed in a professional and clean environment. Lexington Plastic Surgeons breached our contract.

• Initial Complaint

  Date:10/18/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Paid $2000 to Lexington Plastic Surgeons for a procedure I never received and refused to give refund for services not provided.

• Initial Complaint

  Date:08/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 May 15th, 2023, at Lexington Plastic Surgeons in ******* **, had a free consultation With *************************** for keloid removal. I, with my husband present, showed ****** 3 pictures of areas where the keloids need to be removed. ****** told me, to remove those keloids from those areas, the total cost will be $10,000. I then confirmed it with ******* again stating, to remove the keloids from both side of the breast and naval area, the cost will be $10,000. She said yes. ****** said, If you decided on the surgery, I would need $1000 to save your surgery date and the $1000 will go towards your cost. ****** called me on May 17th. I paid the $1000 and scheduled my surgery for July 13th, 2023. Lexington Plastic Surgery then took $9000 from my CareCredit card on May 26, 2023. Had some of the surgery. The side of left breast and naval area. Could not do all the surgery at same time due to the amount of lidocaine infused in body. Had a check up on 8/9/23. Informed doctor, when can I get the other side of breast done. He told me next week. Let me have her speak to you. Spoke with ******. She informed me that it was going to cost me $8000 to get the other side done. I told her, no it isn't. You told me the total cost was $10000 for everything and I already paid. She informs me, since the doctor could not get it all of the surgery done that day, it was going to cost me $8000. I said, absolutely not. My husband on speaker phone spoke up and said, you told us, $10000 for everything. She then said, that is what the doctor said. I told her, go get the doctor so I can speak to him. She gets *****, not doctor. I told ***** the story. ***** states, its her word against mine. I told *****, I have a witness. ***** then states, she gave you misinformation. I said, can't help that, she said $10000 and its paid. I asked for corporates number, spoke to a *********. ********* informed me that she took all my information and someone will call. Have not received a call.

• Initial Complaint

  Date:05/04/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  ******, of Lexington Plastic Surgeons (***) quoted me $6K on 02/22/23 to have a keloid removed from my face. As requested, I made a down payment of $1K on 02/22/23. **** stated that ************** would be my surgeon. I arrived, on time, 04/21/23 at 2:30 p.m., and was seen by a nurse, before my actual surgery. The PA, ****, took a picture of my keloid, and informed me that their *** machine was broken. She assured me the machine would be fixed by the next day. The manager then walks in, and tells me that ************** will no longer be doing my surgery but another doctor would. After my surgery, a ************** was the one who spoke in the waiting room with my mom regarding my discharge instructions. On Sat. 04/22/23. ****** texted that the *** machine would not be fixed until 04/24/22. I explained to ****** that my budget would not allow for me to stay any additional days, and that checkout for me is on Sun. 04/23/22 by 11:00. I asked if accommodations would be arranged, she said maybe, I never heard back from ****** again. Once home, I called for a a nurse, however, one never reached back out to me. ******, the *** Coordinator, called me, instead. ****** told me that *** would not be able to accommodate me with a hotel to finish my treatment, nor would *** be able to refund me for paying for ***. I joined my call with ******, with my step-father, who I gave consent to speak with. He requested that *** draw a letter on their letterhead stating why they could not accommodate me, refund me, nor complete my radiation. She said she would email that letter. I waited 3 days for a letter to no avail. At this point, I decided to cut all ties with *** because I was fearful of fraudulent activity on their part. 04/27/23 **** stated she would forward all billing requests to their billing ***** As of 05/01/23, I received a billing summary from a Credit lender by the name of Comenity-Alpheon-Cosmetic for $5K. I have made this payment in full as of 5/3/23. I am requesting a refund for ***.

• Initial Complaint

  Date:05/02/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  No one is returning calls and following up as they should. I did have a virtual consultation. I was given a quote of 10k on the initial phone call and discussed getting a preapproval from my insurance company, which would bring my price down a lot because I have out of network coverage. I never received an follow up to this quote, as I assumed they were waiting on the pre approval first. During the wait I called several times for a follow up! Speaking to office manager after surgery, she told me they have no documentation of the quote (How Convenient). I also don't see that a pre-Authorization was ever sent to my insurance company, but here we are... expecting my insurance to cover a portion of it as discussed.This is the 1st time using their facility and I can't even get a copy of my records from what I had done. It's as if I'm asking for years of files and I'm not. I was told several times that it will be sent to me and I still haven't received my medical records.I also asked for an itemized medical bill and I was given a bill totaling 75K!I received a call a few weeks before surgery stating, I need to provide a deposit of 3K. I ok, but i also need someone to call me regarding the insurance follow up! NO CALLS returned..still!I drove to *** on 4/20 and stayed until 4/23. I had surgery on 4/21 and was suppose to have 3 days of consecutive radiation treatments post surgery, 4/21-4/23 before I leave to go back home. I was told the day of surgery right after, that the radiation machine went down. (The days of radiation is a mandatory follow up after surgery to ensure the keloid doesn't come back.) The dr. said it will be at least a week before the machine is back up. This has forced me to get the treatments at another drs. office, costing me another $1500.

• Initial Complaint

  Date:11/20/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 plastic surgery done back in 2018 after a botched surgery and long recovery. I had requested my medical records 5 x and went for a refund they were suppose to contact me but they didnt. I had to seek outside medical attention because I had developed such a bad infection after complaining to Lexington plastic surgery three days after my surgery. They kept telling me it was part of the surgery until my infection spread and completely opened I had to rush to ER and seek help. The doctors were hesitant on taking care of me due to it was negligent of their part. The doctor on call decided she wouldnt let me go home and clean out and do surgery to put wound vac. After my husband contacted ********************** highly upset the doctor called him in the cell and told him he promised he would look after my care personally since they had neglected to do so. The doctor who did my surgery told me that she wouldnt mind taking care of my after care going forward but that the doctor had promised to take care of my after care personally. He said he would help fix the issue. After I healed. We agreed after several months of after care I had requested my medical records over and over and they failed to give them to me. I just requested with new facility manager a refund on a surgery I received and the other one I had paid for and did not get. They told me to fill out form for my medical records and then they called me to tell me that they needed me to fill out another medical form. They are an hour away and have to pay for parking everytime. They didnt have a direct contact number since the last office manager and all the nurses who were suppose to take care of me No longer work there. After my procedure I had to pay thousands in outside medical support for my infection. I would like my refund back for surgery I didnt have, my medical records and full money back for surgery they botched and due to not listening to my complaints about the Oder and ***** of my wound.

• Initial Complaint

  Date:11/12/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 made a $500.00 payment on Sept 6th towards a consult with Dr. ************** of Lexington Plastic Surgeons of *******, in which I had second thoughts so I called -************ and cancelled about a week prior to the consult date. I requested a refund but started getting the run around, being forced to leave numerous voice mail messages and getting a call back. Once, Set *******, I was directed to contact ******/billing **** @ ************ who told me she would look into it and call me back but she never did. After that started getting her voice mail. The last time was 10/27. I have also sent emails on their website.