ComplaintsforEl Paso Cosmetic Surgery Center

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Friday, January 12, ****, I made a $100 payment to ******* Cosmetic Surgery to set an appointmentI with the ***************** at the ******* Cosmetic Surgery (west side location). On that same day I received a text message from them confirming the appointment for Monday, January 15, **** at 10:15 am, and in that text it stated the following: "Reminder: FAILURE to cancel/reschedule your appointment within 24 hrs. will result in a $100 NO-SHOW FEE".On Monday morning, January 15, ****, I called them to attempt to reschedule the appointment but their answering machine said they were getting higher number of calls than usual so I decided to send them a text message asking them to reschedule my appointment. They did reply quickly and said they can reschedule However they said that they will charge me unless I had done it 24 hours PRIOR (on a Sunday when they don't answer their texts or answer their phones).I spoke to the *** of the practice **************** and told him that their text message said "within 24 hrs, and not 24 hrs prior to appt." and that I was rescheduling it WITHIN 24 HRS OF APPT. However he insisted that they are correct, not understanding that the language of their text says within 24 hrs and that I was complying with it. I have spent approx $35,000 in that place in procedures for my wife. Needless to say we will not go back there again.Now I don't want to reschedule the appointment, I want to cancel completely and have the $100 refunded. I also want them to change their language from "WITHIN 24 HRS, to AT LEAST 24 HOURS PRIOR TO APPOINTMENT" . They must also be clear up front with everyone as to what their practice is when the appointment is scheduled for a monday morning and someone tries to cancel/reschedule and are unable to do so by phone and they don't answer their text messages on the weekend.

  

  Business response

  01/17/2024

  As the complaint clearly states itself, we charge $100 if the appointment is canceled or rescheduled 24 hours prior to the appointment. It is very clearly stated. The obvious reason is, we will not be able to bring in another patient for that time slot as its a very last minute change.

  We have also explained this to the patient, but he didnt want to understand and file a complaint to BBB. We are not interested in treating noncompliant patients as it puts more health related liabilities on us. Therefore, we refunded the whole amount ($100) the patient paid and asked him not to seek services with us.  
  

  I would very much appreciate your comments on what you understand when you read that 24 hour policy. 
  

  Best regards,

  Orkan Sozer

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