Complaints

• Initial Complaint

  18/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  HI ON AUG 19/2022 I CALL DR *** ****** TO GET INFORMATION ON A FACELIFT .WHEN I WAS TALKING TO THE SECRETARY I ASK HER WHAT KIND OF FACELIFT HE WAS OFFERING AND WHAT WAS THE CHEAPER ONE .I WAS TOLD THAT THEY HAD A MINI FACELIFT AROUND $ 800.00 .THEN I WAS TOLD THAT I NEEDED TO MAKE AN APPOINTMENT AND THAT HE CHARGE $ 172.50 FOR ONE HOUR CONSULTATION ,BUT IT NEEDED TO BE PAID RIGHT AWAY IN ORDER TO MAKE AN APP.SO I AM THINKING IT WOULD BE WELL WORTH IT TO BE ABLE TO GET AN $ 800.00 FACELIFT AND PAY $ 172.50 IT WOULD WORK .WHEN I WHEN THERE THE APP WAS FOR 15 MINUTE AND THAT I WAS TO OLD FOR A MINI FACELIFT I DID NOT QUALIFY FOR IT BECAUSE OFF MY AGE,AND THEN WAS TOLD THE PRICE FOR THE FACELIFT IN THE $ 10.000.WHEN I TALK TO HER OVER THE PHONE AND TOLD HER THAT WHAT I WOULD BE LOOKING TO DO SHE NEVER ASK ME ABOUT MY AGE THEN IT WOULD HAVE SAVE ME A TRIP AT THE OFFICE AND $ 172.50. ALSO THEY CHARGE THE CREDIT CARD RIGHT AWAY AND MAKE THE APP 3 WEEK AFTER SO THE CREDIT CARD HAS TIME TO BE CHARGE AND NO TURNING BACK ON THE CARD. I WOULD LIKE MY REFUND BECAUSE I DID ASK FOR MY REFUND WHEN I WAS FINISH AND WAS TOLD THAT THERE WAS NO REFUND .

  Business response

  14/11/2022

  Essentially, she had called the clinic for an appointment for a possible facelift. She was charged the usual consultation fee of $150 + HST. This is a standard one-time fee we charge all new patients who come in a for a consultation. Any subsequent visits are all free. We do not charge our consultation fees based on time. I do not know where she got the idea that the fee was for a 1 hour consultation, because I do not do consultations that last 1 hour. Usually my initial consultations last about 15-20 minutes, depending on the issues the patient wishes to discuss. Her consultation, if I recall correctly, also lasted about 15-20 minutes. Our patients are free to visit us as often as they like after that if they have more questions.

   

  She told me that she wanted to do a procedure to look and feel younger and that she had tried other procedures (Botox, fillers) without much success. She had heard from my secretary that there was a less expensive method of achieving a facelift without surgery known as a “Threadlift”. She requested I do this procedure for her. Whenever I evaluate a patient for their request, I always look for what technique will best achieve the results they are looking for. If the procedure they request will help them achieve the result they want, then I recommend that procedure. I also give them alternatives to that procedure if they are feasible so that they are aware of all of their options. If the procedure they request will not achieve the results they are looking for or they are not good candidates for it, I suggest to them what I think will help them the most. This is what happened in this lady’s case.

   

  I explained to her that due to her age and the laxity of the skin of her face that she was not a good candidate for a Threadlift. To achieve the results she wanted, she needed a facelift. I explained that if she did the procedure she wanted, although it is less expensive than a facelift, she would be wasting her money, because she would end up unsatisfied with the result. I explained this to her several times. She then went to see my secretary for a quote for the procedure I had recommended at which point she became very upset with my secretary and started to make a fuss and she started to accuse our clinic of ‘overcharging’. My Office Manager went to speak to her to sort things out but she became upset with her too. She asked for a refund and was politely told that we could not do this as she had already been seen by me and a consultation had been carried out.

   

  I don’t see how her accusations are justified. From my perspective, I gave her the same time and care and attention I do for all of my patients. I gave her my professional advice based on my expertise and experience. I explained to her several times my reasoning for my advice even though it differed from her expectations. Ethically I can’t recommend the wrong procedure to my patients. I believe she was treated fairly. I don’t see what more I could have done for her. My secretary, my manager and I all had explained our process and recommendations to her multiple times during her visit. I don’t know if explaining it again will change anything.

   

  If there is anything else I can do in this regard, please do not hesitate to contact me. Thank you.

   

  Yours sincerely,

   

  Dr *** ******

  Customer response

  15/11/2022

   I am rejecting this response because: WHAT HE IS SAYING IS HALF TRUE BECAUSE I DID NOT MAKE THE FUSS AS HE IS SAYING . ALSO WHEN I HAD TALK TO THE SECRETARY ON THE PHONE FOR THE APP AND TOLD ME ABOUT THE MINI FACE LIFT(  THEY HAD GONE TRROUGH THIS BEFORE ) WHY DID SHE NOT ASK ME THEN WHAT WAS MY AGE , IT WOULD HAVE SAVE ME A TRIP OFF $ 172.50 AND A TRIP AT THE OFFICE BECAUSE BY MY AGE SHE SHOULD HAVE KNOW THAT BY THEN YES THE FACE IS A LOT LESS FIRM. THAT WAS THE IDEA OFF GOING THERE BECAUSE I KNEW THAT A FACE LIFT WAS EXPENSIVE AND THE ONLY REASON I WHEN THRER WAS BECAUSE OF  THE MINI FACE LIFT AND THE PRICING WOULD HAVE WORK JUST RIGHT . IF THEY NOW THAT AFTER A CERTAIN AGE THIS PROCEDURE DOES NOT WORK WHY MAKE ME GO DOWN THERE . I STILL THINK HE TOOK AVANTAGE BECAUSE  LIKE HE SAID THEY CHARGE FOR THE FIRST APP. SO NOT BAD FOR A 15 MINUTE TO MAKE $ 172.50 WOW.

   

  THANK 

   

  ******* 

   

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