ComplaintsforProMD Health, Inc.

• Initial Complaint

  03/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Got a service at ProMD Health on March 14, 2023. Microneedling + PRP + face lotion. The total amount spent was $924.94. After I arrived at the facility and started the procedure, I was asked to remove my face jewelry and place it on a table before the procedure. I was not reminded by any of the team members to check my belongings prior leaving your facility. When I called the next day, I was very disappointed to find out that my nose ring was thrown away by one of the employees while cleaning the room after me. It was an expensive nose stud with a small diamond in it and it was custom-made in a different country. It was also important to me as it was a gift. The only reaction from the manager was that they are not responsible for clients' belonging. Business did not try to settle or resolve this issue at all saying it was my problem, not theirs.

  Business response

  03/23/2023

  Ms. *********,

  It saddens me that you lost an item that you cared about. Being a medical facility, cleaning is very important to us and done after each visit. Also, due to the nature of medical waste it is disposed of in special containers and taken away by a third party. It is unfortunate that you did not notice and were unable to reach out until the next day. We performed a thorough inspection of the areas where you were several times and with different staff members to really try to locate this item. To my knowledge when you spoke with the manager you mentioned that you had purchased a replacement item and were asked to send us the receipt so we could look into helping out that way, but you declined.

  It is our policy and practice, as I believe it is with most businesses, that the owner of an item is responsible for its safe keeping. That said, we will learn from this and the staff has a stark reminder to go above and beyond what is required to ensure that they help customers to keep track of their belongings. Again, I am sorry you lost an item of such great importance to you, I have been in your position myself a few times, so I know the feeling and it isn't a good one.

  Thanks,

  Scott

  Customer response

  03/25/2023

  
  Complaint: ********
  
  I am rejecting this response because I did not lost my "item", which is a face jewelry. Your business lost it after i put it on the table in the procedure room, not in the hall, not in the waiting area. Inside the room. Not on the tray table. Normal table by the wall on a piece of cloth. I called immediately after i left and noone answered, and i called first thing in the morning. How i even know you threw it away and didn't just take it. 
  
  Sincerely,
  
  ********** *********

• Initial Complaint

  11/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went to the facility in August to obtain information about fillers to replace lost volume in my cheeks. During the initial conversation I was told that 2 syringes (one for each side) will resolve the issue immediately with full enhancement after approximately 6 weeks. I agreed and spend $1,400 on the same day to get this procedure done. I haven't seen immediate improvement but waited patiently 6 weeks to see the results. There was not even a slight improvement. On November 4th I scheduled a follow up visit. During this visit I was told that I needed more than 2 syringes to begin with to see any changes and that they were sorry (???) they didn't communicate this with me at the first visit. I spent $1,400 for NOTHING. I didn't have unrealistic expectations but agreed to the procedure after I was told that this is all I needed. As a customer I have a right to make decision how I want to spend my money. I should not be told at the initial consultation that all I needed was 2 syringes of the filler. BTW - I was never told what filler was used.

  Business response

  11/23/2022

  Business Response /* (1000, 5, 2022/11/14) */ Ms. ****** was seen at our clinic in August to enhance some signs of aging in the mid-facial area. At the time of appointment several treatment options were discussed, mainly a rapid onset and a delayed onset treatment. Due to Ms. ******'s request the rapid onset treatment was performed, the boxes were opened in the treatment room, and the lot number and labels were photographed and added to her chart, which I have visualized personally and can release with the patient's consent. There seems to have been some confusion as can happen during a medical appointment as to what information the patient digested vs. what was stated by the clinician as she states in her complaint she was expecting to see results in six weeks. We take steps to ensure the patient understands what option they selected by having them sign consent forms, which Ms. ****** signed, and I have attached to this reply. These consent forms state amongst other things that "Most patients are pleased with the results of treatment. However, there is no guarantee that you will be completely satisfied. There is no guarantee that wrinkles or folds will disappear completely, or that you will not require additional treatments to achieve the results you seek." in addition to "By signing this informed consent ... The nature and purpose of this procedure with possible alternative methods of treatment as well as complications have been fully explained to my satisfaction. I have read this informed consent and certify that I understand its contents in full. I hereby give my consent to this procedure." The fact that Ms. ****** received, read, and signed this document address her stated complaint as patently false and completely contradict her statements. It is our desire to satisfy every patient as best as modern medicine allows, therefore I have personally reviewed this case and the before and after photos and have consulted with outside experts who agree that significant correction was achieved and is well evidenced by the photographs which I am happy to provide to the BBB with the patients consent. Ms. ****** is a valued patient, and I am more than happy to discuss her case further and educate her on this field of medicine further at her request with the hope that she will continue to a ProMD patient in the future. But even if she chooses not to that she is more confidently informed should she choose to seek treatment elsewhere. Thank you. Consumer Response /* (3000, 7, 2022/11/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate your response, however, I disagree. I was giving two options, one with immediate results and one to admister Sculptra. I never doubted that you have the information what treatment I received, I pointed out that I was not informed what was injected. There was also no confusion on my part regarding the results, I was told that the results will improve in six weeks. My concern was my sinking cheeks and this what I was seeking treatment for. At NO TIME, it was suggested to me that I need more than two syringes. There was no improvement and this is why during my follow up visit, I was told that I probably need more. The bottom line is this, I wasn't told that spending $1,400 will not give me ANY results. I relayed on the opinion of the professional that this is all I needed and this is simply wrong. I kindly request reimbursement.

• Initial Complaint

  04/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a phone conversation with James on 1/31/22 to inquire about masseter reduction botox for facial slimming. His feedback was positive & upon reviewing my photos he stated he felt that I would benefit from the botox treatment. Consultation was on 2/15/22, when I arrived I completed online forms & then I met with James. He informed needing to receive multiple treatments before seeing visible masseter botox results. Wediscussed the possibilities of filler treatment & he advised that the filler would be an immediate result & $850 a syringe. Jen A***** who would be administering treatment returned with James & he informed then that the botox & the use of 5 syringes would be a $3765.00 total.Payment was requested at that time & before discussing the treatment areas/options or the expectations with A*****. That said I declined making payment in advance advising that I had another appointment to go to & not willing to pay for 5 syringes & not needing/using that amount. A*****'s response was if not used I would have a credit & it can go towards future pro md services. Again I Declined making the payment. Before A***** began session I explained wanting high volume in cheeks, contoured jawline, & the masseter botox.I made my expectations before proceeding with treatment clear so far as what I wanted to achieve with the filler & I was also positive that I'd already made it clear from onset that I was not agreeing to getting James's suggested use of 5 syringes of filler. I was never shown any of the materials being used & A***** did not walk me through what had been used as she administered. I don't know how many syringes she actually worked with & was surprised when she stated that she was finished.Following I was still charged $3400 for use of 5syringes that I never authorized receiving nor had it been verified before doing so & I had/have no visible results.I spoke with the billing manager Kim on 2/16-2/17 & she declined issuing a refund for the disputed filler charge

  Business response

  04/14/2022

  Business Response /* (1000, 14, 2022/04/14) */ First and foremost thank you for letting us know. Our patient's satisfaction is a priority and we truly do the best we can to help every patient achieve their goals and leave our office looking and feeling their best. Unfortunately, medicine is both an art and inexact science and the results and outcomes at times do not meet the patient's subjective degree of expected improvement and are therefore not guaranteed or refundable. This was stated in several places on the intake documents signed which I have attached for review by both the patient and the BBB. In the few instances we encounter where the patient is not completely satisfied with the outcome, we do everything in our power to review the case and see where we can improve going forward and if necessary retreat the patient. This case was reviewed by 2 aesthetic physicians, the treating provider, one of her peers, and our corporate president. Upon review, the change is in-line with the expected clinical outcome, and objectively looking at the before and after photos side by side the change is marked, improves the profile, pillars, angles of the face, and the treatment was performed and recorded correctly. I have attached the medical record for the BBB's internal review with identifying information and images redacted for the privacy of the patient, though I can see that the patient has already provided her before and after photos and other medical information to the BBB. This patient was already given a sizeable discount as well as free product to enhance the result, the change is visible and considered a good result in line with industry standards, and the patient signed the appropriate consent forms stating that they understood the services are non-refundable. Therefore there is no further action we can take in good conscience. It makes me sad that this patient is unsatisfied, but unfortunately, we are bound by the limitations of aesthetic medicine. It is my hope that she will appreciate the effort that went into understanding the nature of the complaint and the seriousness which with we take our outcomes and patient satisfaction and will continue to choose us to help her on her aesthetic journey. Thank you. Consumer Response /* (3000, 17, 2022/04/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Pro MD has yet to address the fact that I never agreed to receiving a total of five syringes of filler. For starters as I informed James I scheduled to specifically get masseter reduction botox, because its supposed to help with teeth clenching and also slim the face. I discussed adding the filler treatment during the consultation before I was told what the total cost for services would be. I called Pro MD in route to my appointment to question taking advantage of a Groupon deal to lessen the amount of money I spent. I did not want to, nor would I ever consider for a second spending $3400 or close to it on nonpermanent filler treatment. I indicated prior to starting the reason as to why I was not authorizing receiving the five syringes, and/or going to pay in advance as requested for the use of that # of syringes. I felt that the suggestion to use five syringes was already excessive and not needed, but more importantly I did not want to spend the amount quoted for them. That said why hadn't it been verified during treatment before proceeding to still supposedly utilize that amount of syringes without prior authorization? Also during the session A***** did not talk through what # syringe she was working with or check with me to see if I was satisfied with what she had done, this fact has also not been addressed by Pro MD. They also have not addressed why I was not advised of all of the filler options, and the different price options. I was only advised of the $850.00 a syringe pricing. Per Pro MD if the results & outcomes don't always meet the clients expectations why would it be recommended to start with FIVE syringes of filler (at the most expensive rate) verses starting with a lower amount of syringes and offering to increase if I opted to do so. I definitely feel like deceptive sales practices plays a huge factor here. My leaving their establishment with no visible result is unacceptable and could have been avoided had A***** walked me through what she was doing. She did not take the time to communicate what her expectations were before and/or during the procedure or describe what would be necessary to achieve what I'd requested to receive. Even if that meant to focus solely on the cheeks or solely on contouring the jawline to ensure a positive client experience and results. Pro MD has not addressed why I was not shown the materials that A***** worked with I do not know that the amount of syringes that I was charged for were actually used, OR what type of filler was actually used. The materials were behind me and I could not see anything she was doing. Lastly the photos that I have were taken two days after being seen at Pro MD, taken at the same angles that the pictures were taken after treatment in the office, and their after photos look completely different from what my actual results were. When I contacted Kim the following morning she initially started out being combative when I questioned not receiving the Groupon discount, and she was dismissive when I questioned my results or lack thereof, even after I'd advised that per James the filler treatment would be an immediate result. She didn't express concern that I was dissatisfied, no empathy, or willingness to resolve my complaints. She didn't the least offer to have A***** followup with me to discuss it. Her response was that I needed to wait two weeks for the results to appear and/or follow up in the office. Even though I regret doing so, I am a paying client and the customer service that I received from Kim was horrible, and the manner in which my treatment was conducted was poor.

*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. ↩