Complaints

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've never filed a complaint with BBB before, or left a negative ****** review, but this clinic needs to be called out. I have never been treated so poorly by a medical clinic. I received a hair transplant from this clinic in May 2023. Here are my complaints:- Zero transparency on the number of grafts they would transplant. I didn't find out until after the surgery.- Ignored my request three times to add more grafts to the crown.- I was never allowed time to read the waiver prior to the surgery. The doctor scrolled through the waiver for me, directly to the signature line. - Failure to call in my prescription to the pharmacy after the surgery. - Failure to communicate after the surgery until I left a poor ****** review, at which time they called to basically yell at me instead of discuss any solutions or revisions to their work. - Lied to me after the surgery and told me they "count grafts differently than other clinics." This is primarily why I want to reach out here. I wanted to make sure my claims were not baseless so I sought the opinions of two other doctors 10 months after the surgery. One told me they should have done 2000 more grafts, the other *************************************************************** It ended up being ~$12/graft. The other doctors charge $5 and $6 per graft. Again, I was never made aware of how many grafts they would transplant.I now need to do the entire surgery over again, costing me more money and another lengthy recovery.I've attached photos of the result, 11 months after the surgery.

  Business response

  05/03/2024

  Hi, good morning. Sorry for the delay in response. This is the first time this has been brought to my attention.

  I'm happy to address this.

  It is true that **************** received a transplant in my clinic, but I'd like to call truth to how our process works. When a patient contacts our clinic the first step is meeting with a consultant to go over our process. This is how to treat hair loss as well as a possible hair transplant, if that is appropriate. From that point they then have a meeting with me to reinforce the importance of hair loss treatments as well as the limitations that a hair transplant could provide. In this case, **************** had 2 meetings prior to his transplant. We discussed that a transplant would be to his frontal scalp and that his crown would not be done. He insisted on his crown but again we had told him that we would not transplant this area. ******************** complaint is that we did not transplant this area. This is true, we did not, and we told him that we would not. This was made very clear prior to his transplant and the day of. If he wanted this area done, he had the choice to go to another clinic, but he did not.

  It is also true that prior to a transplant we do not give a graft count. This is because I truthfully don't know until I do the procedure. Because of this we charge a flat fee for a procedure for every patient. We do not battle graft count as other offices may. Patients are made aware of this during our meetings prior to an actual transplant. **************** was made aware of this and decided to move forward with our office. If he was so concerned about a graft count prior to his transplant he could have pursued another clinic. In fact, he did have other consultations at other offices. He moved forward knowing we would not give a graft count and our fees were flat regardless of the situation.

  Regarding the waiver. **************** actually signed 3 waivers. He signed a pre-transplant commitment form which states the procedure the patient had chosen. He singed a procedure consent the morning of the transplant and finally signed off on the structural design of this transplant which was drawn on his head and pictures taken. These consents forms are handed to the patient and they have ample time to review and ask questions of the forms as well as the design and pictures. **************** had no questions other than his crown which was again reinstated that it would not be done. Further, **************** was in our surgery chair for about 5-6 hours and if he had concerns during this time he could have brought them to our attention, but he did not. 

  I cannot speak for other offices. It is the patients right to have other consultations and it is their choice to commit to our office procedure(s) or not under their own will. **************** had other consultations before and after our office. He made the conscious choice to transplant with us in full transparency. It is true that patients may be unhappy after a transplant but that is because of their own expectations that weren't met. In this case it is **************** crown which again was not done. And he was told this would not be done. He was told we do not provide graft counts. He was given ample time to review his consents on paper and his own case by pictures taken and reviewed on his own accord. 

  Lastly, we have been in practice since 1990. This is the first complaint we have with the BBB. I'm happy to discuss this if needed in person. I appreciate this being brought to my attention. 

  Sincerely,

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

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