ComplaintsforHospitals & Medical Centers Advanced Skin & MOHS Surgery Clinics

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On June 15, 2022, I received a Botox cosmetic service at the ******* Park location. There is a rewards program that this office and most dermatology offices use called Alle and, at the time of service, the individual who manages the office's account with the ************ was not available. By entering my rewards number, which I was unable to do at the time of service, I was unable to use $75 and $50 account credits towards my purchase. As I was required to pay at the time of service, I confirmed with the front desk that I would be credited/refunded the $125 later that week once an appropriate employee could be contacted to log into the Alle site. To confirm: I overpaid that day as the office was not prepared and had recently had staff turnover. Additionally, I was unable to have the office log my rewards points to my Alle account so I have since missed out on promotions. I have received this service in the past at this office and the Alle account was used every time. I don't know what staffing issues are ongoing but I would not have returned to this office and would not have paid them if I didn't know that they would ignore me and overcharge me. Since June 2022, I have been trying to get this resolved, to no avail. I finally got through to someone in September, and that individual was working with the office and Alle to figure out how to refund me and add the points to my Alle account, however that person has since left and I am unable to get anyone to answer the phone or call me back. I have called the office and left voicemails and emails probably 25 times at this point and am ignored. Key points: I overpaid for a service in June and am owed $125 by this office. Additionally, I am owed Alle points that the dermatology office must credit. This is a standard service and process that this office had always managed in the past. No one has been willing to work with me to resolve so I must resort to contacting BBB to help. I believe one of the doctors is being sued.

• Initial Complaint

  08/21/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On March 28, 2022 I made 3 appointments for 4/12/22 with Advanced Skin and Mohs Dermatology at their ********, ** location: a full body cancer check appointment for myself, and one for my son, plus a (first time) cosmetic consultation appointment. For the cosmetic appointment they required a $100 pre-payment, which I provided via my ***** The day before the appointments they called me and canceled the cosmetic appointment. They said that the doctor who did that abruptly left the practice, and no one else was available for a cosmetic appointment. They assured me that my $100 payment would be refunded, given that THEY cancelled. They STILL have NOT refunded my $100 more than 4 months later. I have called several times, most times I get a recording and nobody calls me back. However, at least 3 times I spoke to a billing person, who says (each time) that they they will "review" or "send on" the information. Weeks go by, and they never issue the refund. I have also emailed them, to which they do not reply. So basically they just kept my money without providing the service I paid for, and they are ignoring my requests for the refund. We did have our skin check appointments, for which we paid our copays on the day of service (4/12/22) so the $100 paid for the cosmetic appointment was NOT used towards any other service. I tried to dispute the charge recently with my **** but they will not do anything because I initiated the dispute over 60 days form the charge (I didn't know there was a time limit and I was trying to work with the provider). At this point I feel like I have no recourse left. Can you please make them give me the refund that they owe me. It is not right for them to keep my money when they never provided the service they charged for, and they were the ones who cancelled.

  Customer response

  10/17/2022

   
  Complaint: 17730828
  
  I am rejecting this response because:
  

  I absolutely did NOT receive the service!!!!!! The practice called 2 days prior to the appointment and CANCELLED IT!!!!!! They said the doctor who did the cosmetic consultation "has abruptly left the practice" and NO other doctor was available to do it. I had the cancer check appointment for which I paid the copay and my insurance paid the rest. NO cosmetic consultation was EVER provided - that is an outright LIE!!!! If it had been, I would not be pursuing a refund!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

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

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On 3/18/22 I paid $1,345 upfront to Mohs (per their request) for what would be 3 laser treatment services that has to take place during specific time frames (spaced out over 4-6 weeks over the course of about 3 months). On 3/18 I had my first appointment for 1 of 2 laser treatments. My second one was supposed to be on 4/22 and on 4/12 I received a text message from Mohs that read "due to unforseen circumstances with your doctor, your upcoming appointment with ************************** has been canceled." I called right away and asked about the cancellation and they said that ************************** was no longer with the company. At that time, they did not have another dermatologist who could do the laser treatment I needed and wouldn't for some time. Because this treatment needed to be done in a short window of time, I had no other alternative than to ask for my money back since they could not complete the services. I'm asking for a full refund because the first treatment is completely negligible without the other two services. It is not complete, therefore, I shouldn't pay for it.Since then, I've been trying to track down payment from Mohs via multiple phone calls and emails. Each time I speak to someone on the phone, I'm told that their CFO ***** or their CEO will give me a call back. I never receive a call back. I never receive a response to my emails. I have not gotten my money back. We're going on 3 months of them now following through on a refund that is deserved to me.

  Business response

  07/29/2022

  Dear Customer Relations Representative:

  
  

  Please find attached to this email our response to your letter and the complaint it referenced.

  
  

  I would appreciate it if you could confirm receipt of this email.

  
  Thank you.

  
  CWB

  
  

  Dermatologic Surgeon 2845N.SheridanRd.Ste912 *******,IL60657 P:********** F:********** www.*****.doctor

  This e-mail message and any attachments are solely for the confidential use of the intended recipient. If you are not the intended recipient, please do not read this message or any attachments, and please do not distribute or act in reliance on this message. If you have received this message by mistake, please notify us immediately by return e-mail and promptly delete this message and any attachments from your computer system.

  Customer response

  07/29/2022

   
  Complaint: 17566265
  
  I am rejecting this response because:

  I still need to get my FULL 3 appointment laser treatment done (at another business) because the issue with my skin has not been resolved. Your company provided very specific details that the 3 laser treatments needed to be done within 4-5 weeks of each other, which you were not able to fulfill. So now, I need to start OVER with another business and get three complete laser treatments done within the expected time frame for it to be successful. This means, I will need to pay for another 3 services somewhere else, vs. just two because the first one is NEGLIGENT since it was last done in 4 months ago. Furthermore, I was told by ************************** that I likely wouldn't see results from my laser treatment until after appt 2 and 3 and that is true. The first appointment did not result in any change. I deserve a FULL refund on the service was completed because it's now causing me MORE money to get the FULL treatment. 

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

• Initial Complaint

  07/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a **** for the insurance co-pay that I already paid at the front desk at the time of service. The co-pay is 40 dollars. I called the number on the **** and the message says they will call back in 2-3 days. Two weeks later I called again because there was no call back. Now a week later there still is no return call. I want to resolve this double billing issue as soon as possible.

  Business response

  07/29/2022

  See attachment.

*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. ↩