ComplaintsforThe Dermatology Specialists

• Initial Complaint

  05/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  During a visit to their office located at ********************************** in either January or February 2023, I provided my ******** ID for ****ing purposes. Despite this, I have been continuously ****ed for services that should have been covered by ********. Despite my repeated attempts to rectify this issue, including providing my insurance information via email and fax, I have received no response from their office. In November 2023, after receiving a collections letter, I contacted their ****ing department and was told that I had not provided my insurance information, despite evidence to the contrary. I provided my insurance card during the phone conversation by email, which the woman on the phone confirmed as received. Additionally, during a recent visit to their Corona location for treatment of hives, I was refused treatment by the receptionist, due to an outstanding balance placed on collections. The Dermatology Specialists office contends that I did not have ******** coverage during January / February 2023 and told me that was why they were not able to **** my insurance. I mailed the office a letter expressing my concerns with their ****ing practices and included documentation that showed I had ******** coverage during the entire year of 2023. According to the tracking informaron, my letter was received by **** and a week later, they still have not followed up. 1. Did Dermatology Specialists-Bobby Buka attempt to **** ******** for the services provided in January/February 2023? 2. Did ******** inform the office that I did not have coverage during this time, as they are alleging? 3. Did the office notify ******** that they would be sending my **** to a collection agency? 4. What steps will be taken to rectify this situation and ensure that I am not unfairly burdened with collections proceedings? I urge you to investigate this matter thoroughly. Thank you.

  Customer response

  06/16/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by The Dermatology Specialists regarding complaint ID ********.
  
  Sincerely,
  
  ******************************* *******
  

• Initial Complaint

  05/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  In October 2023, I pursued treatment for a dermatology issue. I made two visits. I paid for a DOCTOR, but was only able to see a Physician's Assistant. ******* was paid by my insurance company, but continues to hound me for co-pays, even though I received totally inadequate service. Now they've let loose their collection people.

  Customer response

  06/15/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by The Dermatology Specialists regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  01/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Went for a body check and also CRYO for a discolored wart that was found . My follow up was scheduled for 12/28. I changed my appointment to a later time. I arrived at Steinway location, sat for over an hour , questioned the time and was advised that they had 8 people ahead of me . That the employee that left sick never advised me of the fact. I had to leave and would call to reschedule. I made my follow up visit for another office. I attempted to resolve issue in **************** left a message for office manager and no one called back. I contacted the generic number and was able to speak to someone in LIC office that apologized but still no resolve . I then received a call on my personal cell phone that in order to be seen in the other office I would need to pay out of pocket because follow up is cosmetic procedure now since CRYO was not successful. After looking at my health benefits, the procedure was not cosmetic . Also, they are required to see me for follow up and rectify procedure problem since they received full payment already . I called so many times to resolve .

  Customer response

  01/26/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by The Dermatology Specialists regarding complaint ID ********.
  
  Sincerely,
  
  ***********************************
  

• Initial Complaint

  09/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I had an appointment with *************** on 4/23/2023. He referred me for a blood test, which I had at QUEST DIAGNOSTICS on 4/24/2023.Now I received a bill from QUEST for $811.52 because 4 tests (T4, TSH, *** and measurement of antibody (IGE) to allergic substance, crude allergen extract, each) are not covered because and I quote "The information provided does not support the need for this service or item". For 2 weeks after numerous phone calls and messages left (some of them marked urgent), email to ******* office manager where *************** works now and promises that someone will call back the only diagnosis code provided was for allergy test.When I called the billing department at The Dermatology Specialists they told me not to worry, but when called Quest I was told if the doctor will not provide the diagnosis codes I will be responsible for the bill.It seems as soon as the doctor gets paid the rest doesn't matter.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On March 16, 2022, I had an appointment for a chemical peel with The Dermatology Specialists. When I arrived, I was told I couldn't have the procedure done that day because I needed to speak with a medical professional first since the medical professional who previously recommended I receive a chemical peel had since left the company. So, I met with the medical professional, who agreed I should have the chemical peel. They highly suggested I pay $250 that day as a down payment on the procedure, since the price may go up before I was able to have the procedure done. I paid the $250 and left without making an appointment because of my job and the ******19 pandemic. I was not told there was a deadline to have the procedure done. I was finally able to schedule an appointment for a chemical peel on July 24, 2023. While I was in the office, and before the procedure took place, I asked the medical professional if the $250 I paid last March would be applied to this appointment. They said no, the $250 was only for the consultation, and that as soon as I left the office last March without having the procedure I forfeited my money. I left the office without having the procedure done, having requested to speak with the office manager, who I was told would call me on July 25. I did not receive a call from them until Aug. 3, when they called from the generic office line without leaving a voicemail. On Aug. 8, they left a voicemail but did not leave their name. I called the company's billing department about a month after my last office visit and was told the following: The $250 was for the consultation and would go toward a down payment on microneedling, which costs $300. There is a ***** day deadline to have the procedure done before a patient forfeits the money. I was not told this during my March 16, 2022, appointment, nor did I sign any paperwork agreeing to this.

  Customer response

  09/23/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Bobby Buka, MD regarding complaint ID ********.
  
  Sincerely,
  
  ********************************'
  

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Visited the Dermatology Specialist in the Upper East Side location and then received a text message saying I have a balance of $250. This is incorrect because I went in for a consultation to see if I am even eligible for (free only appt. I attended) to see if my skin would be able to tolerate the laser for laser hair removal services. I also seek an inquiry during my consultation for birth mark removal. Before the west side office ref., me to this location I had asked if the consult would be free, and they said yes. When I booked my appointment, I had asked too as well over the phone and was told "no" over the phone. When I went to my consultation 2 months ago, I met w/ the provider and had explained what I wanted to get done if it was even possible. He wasn't the provider that handles these procedures which I understand but at least I was seen. The PA told me that I couldn't probably get the birth mark removal done but I should be ok for laser hair removal. Again, he didn't know the prices he said he would find out and the office will then tell me (call me) and sch. my appt. if I want to proceed. He did do a test spot a very small test spot w/ the laser in ankle area less the size of my palm of hand. This was to see how the procedure would be like pain wise etc. and see if my skin would be able to tolerate. Because if I don't respond well than I can't get it. I had asked him again in the exam room if I will be charged for this and he said no because this isn't a session. I said OK. When I left, I stopped by the front desk to check out and I made sure that I didn't have to pay, and she said no. Again, I said OK. I want to make sure, so she went to the back and asked my provider, and he said no. Mind you all is on camara! I made sure before I left, I wasn't to pay. Now the customer service on the billing side is not helping me with my issue. I am going in person! I know what I signed up for. This is a classic bait and switch. Pls investigate.

  Business response

  07/17/2023

  Dear *** ****** *******,
  
  We hope this message finds you well. We understand that you recently visited our Dermatology Specialist location on the Upper East Side for a consultation regarding laser hair removal and birthmark removal. We sincerely apologize for any miscommunication or misunderstanding that may have occurred during your visit.
  
  We have thoroughly reviewed your complaint and would like to address your concerns in a transparent manner. Please allow us to address each point of your complaint individually:
  
  1) Cosmetic Consultation Fee: As of 2019, our policy dictates that all cosmetic consultations come with a standard fee of $250 (never been increased even with recent inflation). However, we want to clarify that if a patient decides to proceed with any elective service following the consultation, the $250 fee is applied to the total cost of the service. This policy is consistently applied across all our locations.
  
  2) Referring Provider Statement: We have reached out to the referring provider to investigate your claim that they informed you the consultation would be free. After a thorough review of their records, they could not recall making such a statement. Nevertheless, we apologize for any confusion this may have caused.
  
  3) One-time Courtesy Waiver: Despite the policy and our understanding of the charges being appropriate, we acknowledge your frustration and would like to extend a one-time courtesy to resolve this matter. We have decided to waive the $250 consultation fee in this instance, as a gesture of goodwill.
  
  We value our patients greatly and always strive to provide clear and accurate information during the consultation process. We deeply regret any confusion or dissatisfaction you experienced, and we hope this resolution demonstrates our commitment to excellent customer service.
  
  If you have any further questions or concerns, or if there's anything else we can do to improve your experience with us, please don't hesitate to reach out to our customer service team or visit us in person.
  
  Thank you for bringing this matter to our attention. Your feedback is invaluable in helping us enhance our services.
  
  Sincerely,
  
  Krystina C
  Customer Relations Department
  Dermatology Specialist

  Customer response

  07/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. But pls be aware the following: 1) No where in their website it mentions $250 consult fee. Check now and it is not displayed. I think its imperative that the customer svcs over the phone and the admin staff doing the referral in all offices goes over this important piece of information. And for further clarification I did not get or proceed with any elective service following the consultation. As a matter of fact you can check with the appointments scheduling team because  I canceled any future appts. And thx goodness I did because the fee would have followed. I was only in this location one time only and will be the last time! I only came to this consult appt. for exploring my options only. It was not a session, only informational and the provider assigned to me didn't have all the information because it was not within his scope. The office was supposed to call me with pricing info etc.  I don't expect him (provider) to rem me as he sees many patients but the medical notes should have been more through to include not a session, fees were not included because he addressed my concerns which included his verbal reaction of replying back that no fees applies to this appt. because I asked. Patient verbalized understanding at check out too, to make sure that I didn't have a charge. The front desk went back to the provider to make sure. All is on camera! Furthermore, thank you for the courtesy waive fee. I hope this will be reflected on the billing side asap as I am getting mail  already from your office. And I will be stopping by in person back to the upper east side location and will show proof of this message to remove billing error. The last thing I want is to reflect on my credit report.
  
  Sincerely,
  
  ****** *******
  
  
  
   
  
  

• Initial Complaint

  07/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received a bill from this vendor on Sunday July 2nd even though I had not seen this provider for several months. When I called to inquire about what the bill was for, the billing department refused to provide any additional information or transfer me to a supervisor. I will not be paying this bill unless the provider can provide an adequate reason for the bill.

  Business response

  07/06/2023

  
  The health plan CIGNA has reprocessed claims for the year of 2022 for the practice.

  Once the practice realized the impact this would have on our patients we sent a courtesy email to all of our patients and directed them to speak with their health plan for additional details as we did not have any additional information. 
  
  We had spoken with the complainant on 7/3/2023 and explained to them that their insurance had re-processed previous services, and applied additional patient responsibility,and that they should be contacted to inquire as to why for clarity. We had provided all information to the patient upon request. 

  I have attached a copy of the email that was sent to all of our patients with this health plan for the year of 2022, including the patient making the complaint. 

   In speaking with other patients affected by this reprocessing of services, they have made me aware that the health plan had also reached out to their patients and suggested they contact the practice to see if they were due a refund.

   

   

  Customer response

  07/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    

  The business did not act in the manner described in this response. I asked them to resend the email they described and they refused outright stating "they did not have to and only sent the initial email as a courtesy." I still have not received this courtesy email. 

  After initiating this complaint, the business did follow up with more information about the nature of the adjustment but included a statement "Your account is now severely past due and, if you fail to pay or contact us, we will be left with no other option than to hand over your account to a collection agency." 

  This statement is not correct as I have attempted to be in contact with the vendor since they initiated this change on July 1st. They need to allow for adequate time to investigate changes to their billing and do their best to provide more information, regardless of whether they were initiated by an insurance company or not. They have not conducted themselves in this matter and have instead chosen to act in a hostile and demeaning manner. 

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  06/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  6/15/22. My referral was given to the receptionist. This is the second time I had to make an appointment because the first time they had not received it via fax from my primary care doctor and REFUSED to see my. I paid my $40 copay and had my visit. I even had another visit 9/28/22 that I paid my copay for. No one said anything about me owing a balance and I had another appointment. I also had an appointment 11/29/222 and 1/24/23 and paid my copay. I have called to talk to billing, had my primary refax a form and even mailed back with the bill everything I have typed above along with copy of referral. I see so many complaints from other people about similar billing issues. They also charged me multiple times for being a new patient, you can only be a new patient once. The doctors and nurses were great, but the billing department and front desk unhelpful, unresponsive and rude. they also incorrectly applied copays to non corresponding invoices.

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My husband ********************************* had an appointment at the business in question on 5/6/23. Prior to the actual appointment when I had called to schedule I asked the receptionist if they took our insurance and if he would be able to get some skin tags removed. The receptionist informed me that they do take our insurance and that he would be able to get the skin tags taken care of WITHOUT prior mentioning that it would cost $75 per skin tag to be removed. Without being told this information I booked the appointment and on the said date my husband showed up, wasn't seen by a doctor but by a nurse practitioner. He was in the office for all of 5 minutes and then we left without having anything being done. Had I been told prior to actually making the appointment that that's how much it would cost to get a skin tag removed I wouldn't have even made the appointment to begin with. Now just recently I received a text message that we have to pay $30 as a copay I suppose for the visit. I don't think its fair that we should have to pay for this because he wasn't seen by a doctor, no procedures or treatments of any kind were done or provided, and no correct information was provided to us prior to making the appointment so this may be avoided altogether. Given all of the circumstances I don't believe that its right for us to be charged for an appointment that wasn't properly scheduled and where nothing was done.

  Customer response

  06/30/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Bobby Buka, MD regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Visited the dermatology specialists on 4/21/22. I was a frequent patient at this dermatologist for another skin condition. At the time, I had ********************************* I had a $30 copay for specialist visits and confirmed this was in network.I was incorrectly billed as a new patient. I called to have this fixed, and the representative said they'd take care of it. However, I continued to receive bills. This has happened three times now (I call, they representative says they'll fix it, and I keep getting a bill). This feels like it could be insurance and patient fraud

*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. ↩