ComplaintsforThe Dermatology, Laser & Vein Center

• Initial Complaint

  06/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am writing to formally dispute a charge of $957.36 made on my spouse’s ***** credit card (ending in ******) on 19 June, 2024, for a facial procedure at Cincinnati Laser and Vein clinic. The charge was based on a verbal agreement and has led to a significant financial and trust issue. I went to the clinic for a consultation, hoping to either go ahead with the treatment if it was writhing my budget or go back home and save more towards it if it was above my budget. After the consultation, I was told how much it cost and it was above my budget which I made known to them.The clinic assured me verbally that I was approved for a financing credit card to cover the $957.36 cost of the procedure and went ahead with the procedure. Due to issues processing the new credit card and a flight my spouse needed to catch up with which he ended up missing, my spouse used his credit card to pay with the explicit understanding from the clinic staff that the amount would be refunded once the new card payment was processed. After the procedure and our departure, we were informed that the credit card application was not approved, resulting in the charge remaining on my spouse’s card, contrary to the agreement. First, the transaction was based on a verbal agreement of financing approval and refund assurance, which was not honored. Also, the clinic misrepresented the status of the credit card approval, leading to an unintended charge. This charge has caused an unexpected financial burden due to the failure to adhere to the agreed terms. I kindly request your assistance in reversing the charge due to the miscommunication and unmet agreement. Despite the absence of written evidence, the sequence of events clearly indicates a verbal misrepresentation by the clinic. I trust in your process for resolving such disputes and appreciate your prompt attention to this matter. Thank you for your understanding and support. Best regards, ********* ******** ###-###-#### My spouse : ******* *******

  Business response

  06/21/2024

  Re: ********* ********
  
  *** ******** had a consultation with us for various concerns including acne and acne scarring.  After a lengthy consultation, she decided she would like to try the laser treatment to help with the dark spots on her skin.  The cost for this procedure was clearly communicated at $800.  She wished to apply for care credit to cover this cost.  We gave her the app on which to apply for care credit.  She came out and told us she was approved for $5000.  Based on this, she herself requested to have the procedure performed that same day.  After completing the procedure, we realized she had not completed the application process and had only received an approval for the $5000.  This meant that we were unable to collect this amount from care credit.  On the contrary, we feel the patient was not upright with us when she indicated she would be able to use the care credit card on check out.  Care credit is a third party vendor available to patients who need help financing their procedures and has nothing to do with our office.  The patient knew what was owed and that payment for procedure is due the same day.  It was entirely her responsibility to have the funds ready and available for payment.  She must have known that the care credit application did not go through and should have requested to not proceed with treatment and return when she could afford the procedure.  Instead, she allowed us to complete the procedure and then wanted to leave without paying at all.  Earlier in the day she had requested that we move her appointment to a later time which we honored.  On check out, there was suddenly a flight involved.  She and her spouse were trying to rush out without making a payment.  The spouse then finally made the payment of $957.36 which included the procedure cost of $800 and a product she purchased that day.  If she would like to complete the care credit application, we will be able to refund her spouse’s credit card and use her care credit card for the charge. Sometimes a joint application allows patients to get the application completed easier.  She is welcome to contact us so we can take care of this swap of payment method.  With care credit she will have 6 months to pay off her bill without interest.    

  Customer response

  06/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  The dermatology Laser and Vein center are full of lies. I will like a  video and audio footage from their office if available of the said date and the situation they claimed happened if they are really sure that was what happened.  
  

  When I initially asked to apply for Care Credit, I was informed that I was pre-approved for $5,000 which was shown on their company tablet that Morgan gave me to fill the application on, and I gave the tablet back to her with this information on the screen. SHE  immediately proceeded with the treatment knowing it said pre-approved and not approved, I have never applied for a credit card and don’t know how it works .  I would not ask you to proceed with a treatment I know I wasn’t ready to pay cash down for because I only came in for consultation . She knew what she was doing by rushing the whole treatment knowing the care credit wouldn’t work . I asked her if I had to have the treatment immediately as I had to go to the airport , and she said Yes, it only takes 10minutes . They also made me leave the room without using a sunscreen on my face and let me go into the scorching sun after a laser treatment .

  It was only after the procedure and when we left your office she said I had to call care credit myself and finish the application with them , I did and was informed my application was not approved, leading to the charge on my fiancé's card. Given these circumstances, I believe the most reasonable resolution is to refund the $957.36 to my fiancé's credit card, as originally agreed upon once the Care Credit application is processed.
  Since the application was not approved, this charge should not have remained on his card.

  They Claimed they did a pico and q-switch laser for me when they only mentioned that I was getting a q-switch laser at the consultation. All of this shows how cunny and dubious this business is. 

  Why are they also offering me a second treatment at no cost, if they really know they did everything good on their end.
  

  The immediate priority is resolving the incorrect charge on my fiance's credit card.
  Please they need to kindly process this refund at your earliest convenience. Or make the care credit work , or we both bear the loss equally. 
  

  Thank you for your understanding and cooperation in resolving this matter promptly.
  
  I have agreed to go and refill the care credit application at their office by 5pm today ,And they need to refund his money because this was not my fault and not the agreement. 
  
  Regards,
  
  ********* ********
  

  Business response

  06/26/2024

  This issue has been resolved satisfactorily for the patient.  She will be letting you know the same.  

  Customer response

  06/27/2024

  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,
  
  ********* ********
  

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initially went to this office for scars on my chest in the fall of 2021. I got a quote for laser (BBL & Ketalog) that would include 3 rounds of BBL & 1 of Ketalog. This was $1,800 and I paid in full. I did my first round in fall of 2021 and did not return until this March of 2023 due to some health issues that I had to get settled (hence the scars from anxiety and picking at skin). I had then my 2nd round of BBL scheduled on 3/10/23. Since it had been over a year and my anxiety was not settled down throughout the time completely, I was aware my scars were worse than what was originally quoted- as the doctor agreed. She said I can still complete my remaining 2 rounds of BBL (that I had already paid for), and we can review some other options later. During her re-evaluation, I was asking what else she would recommend (this was Dr. S****** G****- I had a different doctor/NP do my first BBL treatment/consultation). She specified a few different treatments, with one of them being Fraxel. She said we could do that treatment today, along with my BBL, and that it would come out of my $1,800 already paid, and I can pay at the end of all of my treatments (not end of visit). A price for Fraxel was never provided to me, I never signed any agreements/documentation, and did not have informed consent of the price of the Fraxel procedure. That visit, I got my 2nd round of BBL, Ketalog (was aware this was an additional charge I had not initially paid for, but was told it would be deducted from money I already paid), and Fraxel. After completing, I went to front desk to book next appt. She stated my cost for the day was $3,476.25. She said that was for the ONE round of Fraxel alone and that my previous $1,800 paid cannot be allocated towards "a different treatment". I did not have the money to pay all of it, and I ended up paying $1,400 on my FSA card, & was told I can pay rest later. I asked to talk to doctor to loop her in & there was no response anytime I asked. I called after and stated how I felt scammed and this is not ethical, and they said they would call me back sometime the following week after their accountant reviews. It has now been 2 weeks since the appt, and I have had no missed calls or messages. I would have not gotten the procedure if I was INFORMED about the cost and/or that my previous account balances could not be applied.

  Business response

  03/26/2023

  The patient presented 2 years later with significantly greater involvement of her skin with areas of scarring and hypertrophic scars. Compared to the first treatment she had more than double the lesions and scars. This required extra work and she asked for a more dramatic improvement. We used her prior BBL package to complete the BBL treatment to her scars. She had purchased 3 sessions, used 1 the first time and 2 at the most recent visit as double the area was covered. The cost of kenalog was also greater because there were more areas to inject and a greater concentration was used as she did not feel the first treatment was as effective. The fraxel laser treatment was similar to the cost of the BBL laser and this was clearly explained to the patient prior to treatment. BBL was $1500, Fraxel $1800. Her charge for that day was for fraxel laser and kenalog treatment. We did not charge for the BBL. Unfortunately we cannot take the procedures back as there was significant disposable cost involved and the charges are valid as patient agreed to the procedures. Price could have been clarified if patient had a concern as she was agreeing to and requesting the procedures. We are happy to offer a third treatment with BBL valued at $1100 at no cost to help the patient in this case. We only wanted the best results for her and appreciate the procedures can get expensive. We are happy to lessen the burden some in this way. Unfortunately we cannot offer a monetary refund for procedures completed. 

  Customer response

  03/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

   

  -It has not been 2 years. My first treatment was 10.22.21. 

  -Like I stated in my initial complaint, I am FULLY aware that when I returned that my skin damage was worse. 

  - I was NEVER told any pricing at my visit on March 10th when I was in the patient room. I have never had any medical office perform that expensive of a procedure without either payment beforehand or a required signature, agreeing to the pricing. Hence, why I was told my previous $1,800 could be credited towards this. If this was and INFORMATIVE business practice, I would have been told exact pricing PRIOR to the procedure, paid beforehand, and would've signed an agreement- none of which happened. All I received was a post-it note with what I owe. Nothing itemized was ever shown to me, why is that? 

  - You stated the Fraxel was $1,800--- so why was my bill for THAT day $3,476.25? Again- never received an itemized bill for this, another reason I feel severely scammed from this business. 

  - I called right after my appointment on March 10th saying how unethical the situation was, how I felt taken advantage of, was completely blindsided, and wanted a thorough reasoning on why I was expected to pay that. Please see attached photo. My appointment was at 12:30. I called the office at 2:27PM and was told I would for sure receive a call next week after they spoke to accountant. I have had no missed called or messages. I have not had communication with the office until this complaint (since they didn't ever reach back out). If you are confident in your business practice and that you handled the situation correctly; why did I not get a call back? 

  -Please see attached image for the "bill" I received and what I owe after the $1,400 I paid. No itemized bill, just a post-it note. I PAID for a treatment that I did not ever have informed pricing on (I received no paper with the quote on it and did not sign anything), was just expected to pay $3,476.25 for something I never agreed to. 

  
  Regards,
  
  ****** *****
  

• Initial Complaint

  03/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spent $3,000. For a procedure to reduce cellulite. They told me it would take from June to November to see the full results. I have seen no results. I went in to talk with them and they told me they tried hard but it does not always work. I would not have paid that mulch money for a maybe. She offered me $3,000 off a $25,000 lipo. I would like my money back because I did not get what I paid for.

  Business response

  03/22/2022

  Dear *****, While we completely understand and appreciate your disappointment with the procedure we recommended not working, please realize it is impossible to guarantee the outcome of any procedure.  We believed the recommended procedure was a good choice at a reasonable price for you to try to alleviate the cellulite on the front of your legs.  We worked diligently to reach the goal temperatures that are known to work best for both skin tightening and reducing cellulite during your sessions.  After 4 sessions, you did not achieve the desired outcome.  As a courtesy, we are offering for you to use the $3000 you spent on a different procedure of your choice at our clinic.  We are unable to refund the money for the procedure already performed.  The $25000 quote was for treatment of circumferential thighs (a much larger area on your legs than previously treated) using bodytite and vaser which are both minimally invasive and more expensive procedures whereby fat is actually suctioned out during the procedure.  While even this procedure cannot be guaranteed to satisfy your expectations, it would likely give a far better result.  There is a new injectable for cellulite called Qwo and we are happy to explore this as well with you.  Given the number of dimples to address, Qwo could also end up being costly.  You could always try a limited area.  You could also chose to just treat the front of your legs with bodytite/vaser combo at a lower cost than circumferential thighs.  Please let us know how we can help if you wish to proceed with any futher tretments we can offer.  

  Customer response

  03/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I would like my money back.  I do not have thousands more dollars to take another chance.  The procedure that was done on my legs did nothing...absolutely nothing.  I was promised something.  The office staff indicated there would be some change.  I understand that they worked hard at it....but that does not change there was no result.  $3,000. is a lot of money and it is innapropriate to have to spend more money to "try" something else and lose even more money.

  
  
  Regards,
  
  ***** *******
  

*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. ↩