Complaints

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

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  Plastic Surgery Center

  1861 N Webb Rd Wichita, KS 67206-3413

  
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  Plastic Surgery Center

  3931 N Ridge Rd Ste 108 Wichita, KS 67205-7809

  

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:04/08/2024

  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.

  My appointment and charge was March 26, 2024. I communicated with ****** multiple times and expressed that I was not happy with my procedure. I was told to give it 2 weeks and if I was still unhappy she would talk to her manager and see an out dissolving the product and getting my money back. I then attempted a call to talk to the manager on March 28 and was told she was not available so they had me talk to ******. ****** talked to me about the service I got and was told by her that if I was not happy that they would cover the dissolving of the filler and if I decided to add cheek fillers that I would pay out of pocket. I then Asked if I’m not happy will I just get the dissolving and my money back and she confirmed yes! On March 2 I emailed ****** and requested to call me. When I talked to her she said the manager ***** said I would have to pay $250 for the dissolving and I would not get a refund. When ****** called I then had to talk to ***** and I communicated to her what ****** told me and the manger said ****** did not say anything about a refund because she was standing next yo her when she was talking to me. Which when I called March 28 why did they tell me she was not available when really she was since she heard ****** and I conversation?? The complaint is about giving different information and basically saying I was lying about the refund when ****** told me it will be if I was not happy. Thanks

  

  Business Response

  Date: 04/16/2024

  Our professional providers are highly trained and skilled in best practices and making recommendations based off the patients’ wants, needs and expectations.  Unfortunately, the professional recommendation that was made to the patient multiple times was declined by the patient.  The patient requested to have an area treated that was not recommended and it was explained that this was not the best plan of treatment based off the providers professional opinion as well as explained that the results would not meet the expectations of the patient.  The patient decided to proceed with the non-recommended treatment.  It is standard practice that no determination of final results can be made until 2 weeks after the treatment.  The patient was notified of that and was told by the provider that she would follow up with the patient in 2 weeks.  The patient emailed the provider 2 days after the treatment asking to be called.  The provider called the patient and was told that the patient was not happy with the results.  The provider educated the patient again about waiting for 2 weeks to determine final results and also discussed again that the recommended treatment was declined. The patient called the office the next day (day 3) and spoke to another provider due to the treating provider being out of the office.  When the patient called, the receptionist called me (the manager) to let me know that the patient wanted to speak to another provider since the provider they saw was not in the office.  I specifically asked the receptionist if the patient would like to speak with me and she said the patient declined and requested to just speak to another provider.  This provider reviewed all the patient’s previous treatment notes and discussed with the patient that the results she is seeing now is way too soon to determine what the final results will be.  She also discussed with the patient that because the recommended treatment was declined, the results might not meet the patient’s expectations.  Advised patient that it is too early to determine anything and to follow up at the 2 week mark.  Nothing was mentioned that any sort of refund would be given.  The patient emailed the provider again on day 5 letting her know that she is starting to look better and admitted that she should have waited for the recommended 2 week timeline to follow up.  The provider responded to the email the next day (day 6) letting them know that she was happy that they were seeing improvement and appreciated they understood they need to wait 2 weeks.  The patient responded and said they would wait the 2 weeks and also asked when they could have a different area treated as they have an event coming up.  The provider responded the following day (day 7) giving the patient a tip on how to help things improve.  The patient responded on the same day (day 7) requesting to have the treatment reversed as she is not happy with the results.  The provider responded by asking what had changed in the last 24-48 hours because the patient had stated things were improving.  The patient was encouraged to wait for the 2 week mark (1 more week) and was again reminded that they declined the recommended treatment.  The provider spoke with me and filled me in on the situation.  I advised her that because the recommended treatment wasn’t done and the recommended timeline of waiting had not arrived, the reversal of the treatment would be $250.  The provider relayed this information to the patient and notified her that the reversal of the treatment would result would not be immediate and would result in the area looking worse for about a week.  The patient responded to that email stating that she thought it was getting better but decided she just wanted to have it reversed because the results were not what she expected.  She also stated that when she spoke with the other provider on day 3, she was told the reversal would be at no charge and she would receive a refund for the initial treatment.  Again, I can confirm that this was never discussed or mentioned to the patient during that conversation.  At this point, I told the provider that I would call and speak with the patient.  The patient provided me with her part of the story, which parts of if it did not match what was noted by our providers over this period of time.  I told the patient that based off the detailed notes the provider made during the consultation and treatment, since the recommended treatment was declined, the expectations of the patient were not realistic and a refund would not be offered.  Reversal of the treatment was offered at no charge ($250) and was agreed to by the patient.  The patient came into the office the following day (day 9) and have the treatment reversed at no cost to them.  We have heavily documented everything from the initial visit through the final visit.  Due to this treatment being provided at a medical office, details are not able to be discussed in full due to HIPAA regulations.

  Customer Answer

  Date: 04/16/2024

  
  Complaint: 21544687
  
  I am rejecting this response because:

  Part of the response from PSC is incorrect and false. It’s a lot of he and she said. I know what I was told and parts of the statement is untrue. I never said I was happy with my results, this was not my first time getting this procedure and the moment I left it did not look as previous times. If I can suggest anything it’s to record calls to avoid misinterpretation. It’s shocking how the manager was able to state that a refund was not mentioned and that is incorrect. She is who I asked for because I knew ****** was not in that Friday and I was told the manager ***** was not available. I would also recommend for the injectors to explain more in detail of recommendations and point out what they recommend. Us customers don’t understand or know any of the medical terms and what’s considered what due to bone structures. 
  
  Sincerely,
  
  ****** *****