Complaints

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

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  Westlake Dermatology

  8825 Bee Caves Rd Austin, TX 78746-4720

• 

  Westlake Dermatology

  5201 Davis Lane Austin, TX 78749

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:03/03/2025

  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.

  I have had ongoing issues with Westlake Dermatology regarding appointment scheduling. Despite multiple attempts to communicate via email and text about scheduling concerns, the office has failed to provide proper appointment confirmations, respond to inquiries, or answer phone calls.Most notably, I was recently charged a $200 no-show fee for two appointments, despite my repeated efforts to confirm and manage my appointments with them. The only time I was ever able to successfully schedule an appointment was when I physically walked into the office and scheduled it in person. Their system does not send appointment confirmations, and their staff is unresponsive.When I brought these issues to the office managers attention, she refused to waive the fees, insisting that I had missed the appointmentseven though I have emails proving my attempts to resolve scheduling confusion, along with a complete lack of appointment confirmations via text. The office only sent a confirmation after I spoke with them in person, further proving the flaw in their system.I never intentionally missed an appointment, and I find it unacceptable that they refuse to take accountability for their poor scheduling system and lack of customer service. Their disregard for clients is frustrating, and their refusal to acknowledge these flaws has cost me unnecessary fees.I have attached screenshots showing that I never received appointment confirmations, reminders, or responses to my outreach attempts. Additionally, I have included an email in which I attempted to contact them about scheduling and the need to come into the office to handle these issues in person. Their failure to properly manage their system directly led to these missed appointments, and I believe I should be reimbursed for these unjust charges. Appointment for today did get a text saying your 3pm appt and then I got an email about a 2:40appt, and I only received these messages after I called in and spoke with the office manager.

  Business Response

  Date: 04/04/2025

  Due to HIPAA privacy considerations, we are unable to discuss any specific details in this forum. All patient complaints and refund requests are thoroughly reviewed by management. Decisions regarding refundswhether full, partial, or declinedare communicated directly to the patient following a comprehensive review of the account and in accordance with office policies.

• Initial Complaint

  Date:03/28/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Westlake Dermatology wanted me to make a copayment for an office procedure. After making the payment to them, they refused to sign my Flexible spending Account form required by FSAFEDS for repayment.

• Initial Complaint

  Date:12/02/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I have made many attempts to contact different people at multiple levels at Westlake, and have not received a response. The last contact was to the ********* office manager to make my complaint on August 29, 2023. I was told the manager would contact the parties involve including the ********************, the office manager at the **************** office and ****** who is the office manager where ******************** is practicing. I have attached a document with the content of the email I sent to ******************** on May 15, 2023 CONTENT of email sent to ********* and tayloj @ westlakedermatology.com on JULY 7, 2023 Dear ********************,As stated before, I was charged for BBR and did not receive that service; therefore, would like to know if you will do the refund, the **************** ************** where I had the procedures, or if it will be the main Westlake office. I need to know so that I can go ahead and request the refund following the adequate channel.I have the paperwork, and I was charged for BBR and did not receive the service, as this procedure was done by **************** this year. Likewise, I will be happy to sing any form so that you can see the pictures taken by ******************* for the other areas you performed, specially the inner thigh, I know I did not expect for perfection; however, if the outcome was not the expected due to the lack of laser during the procedure; I would have thought that you would attempt to make things right. As a professional, if you did not use laser, you would agree that the outcome could have been different. At least, that is what I have seen comparing my appearance and the images of other women with similar age and body type as mine and with similar procedure done by another doctor at Westlake Dermatology.I hope to receive a response within ten days; otherwise, I will contact the main office to request the refund as I feel this is a reasonable request.

  Business Response

  Date: 12/04/2023

  The email referenced in the complaint was never received by our team as it appears it was sent to inaccurate email addresses (if sent to ************************************ and ********************************** as indicated in the complaint).  Our manager, ***********************, will reach out by phone to discuss the concerns.  Teylor may also be reached by email at ********************************** or by phone at ************.  Thank you.

  Customer Answer

  Date: 12/05/2023

  Complaint: 20949616
  
  I am rejecting this response because:

  Even if the emails were sent to the incorrect emails, I did call and left messages to the office manager and on a message she left in a voice mail today 12/5/2023 , she acknowledges we spoke in March 2023.  In addition ************** wrote me an email today requesting a call back; however,  I responded to let her know I prefer all communications to be in writing.
  
  In addition, I left message for the Bee Caves manager on August 29, 2023 at 4:42 p.m. with someone name *******
  ******************** sent me a text message requesting to talk with me, will respond to the text message requesting all communication to be in writing once he reads the emails I attached to this complaint.
  
  The complaint will be resolved when the outline concerns on my emails/complaint are addressed.
  
  Regards,
  
  *******************************

  
  

• Initial Complaint

  Date:06/27/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Dates being billed:first was 12/2/22 for $110.00, the second on 1/4/23 for $279.14, and the third on 2/6/23 for $110.00. Unsure why there is a $169.14 increase in fee for the January date as nothing changed in these five minute appointments. I started receiving their care to be on Accutane. I received a call on March 6th that Westlake Dermatology was no longer affiliated with my UnitedHealthcare TexasOne plan, and that if I wanted to attend my appointment on Wednesday the 8th, (less than 48 hour notice) I would have to pay in full without any insurance. I declined the appointment and found a new dermatologist (in network) to see and finish out the remainder of the accutane treatment. Called my insurance: I AM in network--they lied.I have also been told there is no referral on file for ***************************** office, and thats why I am being billed hundreds of dollars. I have proof a referral was submitted to that office on 1/3/23 in time for my appointment on 1/4/23, which was also meant to apply to my other appointments in the future. After some searching, I found the referral in question which they clearly have no record of, as theyve told me multiple times. Instead of communicating, they billed me $499.14 for having no referral and being out of network. Both of these claims held by them are untrue. To summarize, I was told I was out of network starting December 2022, which they told me about in March 2023, which was a lie according to my insurance, which I found out after I left. Then they lost my referral and decided to bill me varying and full amounts for each visit instead of a $60 copay. Then they were impossible to get ahold of and had me running in circles and just sent me the same bill again. I have attached a full letter explaining in more detail their nonsense and would be happy to provide any more information. Thank you!

  Business Response

  Date: 06/28/2023

  Due to HIPAA, we are unable to share details of an appointment or transactions on this site.  We will, however, reach out to the person posting the complaint directly and try and resolve the concerns.  ********** manager at this location, *****, can also be reached at ************.  Thank you!

  Customer Answer

  Date: 07/06/2023

  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. I have paid the $187.02 balance and request a written confirmation from Westlake Dermatology that my account and bill is at $0.00 and absolutely no money is owed. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:05/11/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  Westlake Dermatology has been sending solicitations to my physical address and I would like them to stop. I have attached an example of the solicitations that I have received.

  Business Response

  Date: 05/11/2023

  Complainant has been added to our "do not mail" list and will not receive future mailouts.

  Customer Answer

  Date: 05/12/2023

  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.
  
  Regards,
  
  ***************************