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Initial Complaint
11/22/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I had surgery at the location in June. I had a a breast augmentation with a internal bra. They overcharged me and never gave me my service. I was never given the internal bra. My implant has flipped, and the doctor is avoiding me and so is the clinic they will not help me fix the situation and it can affect my health. my implant should not shift if I was given the internal bra, which I paid for in addition, the doctors assistant told me to manually flip it by myself. This company is very unprofessional, and I would like some of my money back to fix the situation since they charge me for a service, they never gave me
Business response
11/22/2024
This response pertains to the patients complaint. We believe we have taken the appropriate steps to address the matter. We have reached out to the surgeon and his team for clarification, as the attending surgeon is the only one with the authority to make decisions regarding this situation. While we have maintained ongoing communication with the patient, we were only recently made aware of this issue, as indicated by the attached SMS. The most effective course of action would be for the patient to contact the surgeon directly, as it was her choice to undergo the procedure with him.
Customer response
12/13/2024

Complaint: 22593647

I am rejecting this response because:

Sincerely
The Office has stated they would
fix the matter now going back on their word making me get imaging done stated they would reach back out to now once again giving me the run around I spoke to the office manager to fix the issue but nothing has been fixed the surgical procedure that was dont cant be manually fix per the doctors response yet theyre allowing the doctor to continue to do procedures and dont want to take any responsibility! When Im 5 months post operation.
Initial Complaint
06/05/2024
Complaint Type:
Product Issues
Status:
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.
My wife and I were considering doing lipo suction. The care coordinator said we needed to put a deposit immediately to secure pur spot and special price. After we made a deposit they proceeded to tell us that we needed to pay for other tests and xrays that were not disclosed prior to telling us we had to make a deposit. Then one day when my wife called to schedule the surgeries they closed out our account online and we could no longer access our records. Then the next day I received an email saying we will receive our refunds. My wife received her refund 2 months ago. And I am still waiting for mine. Every time I call they say I should receive a refund next week. Today I called and ****** refused to pit me through to their accounting department saying that ****** who is the only supervisor there is out to lunch and they do t know when she will return because she is the supervisor and can take an all day lunch break. Then they hung up on me.
Business response
06/20/2024
This claim is false! As you see We begin our conversation with the customer explaining her of deposit rules and our policy, and that we are not responsible for any expenses outside our scope. As clearly stated in the picture. No Labs or Medical Clearance that she is responsible for it. Patient read on 03/13/2024 the refund policy and agree. She them we ahead and place a deposit 03/15/2024. Patient is responsible to make sure she is healthy and do all necessary test required for surgery. This apply to this center and to all other center in the ************
Initial Complaint
04/01/2024
Complaint Type:
Service or Repair Issues
Status:
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.
During an initial phoneconsultation, being harassed her over and over and called 1000 times. Literally, I was talked into having the surgery I was told that I had to pay a $200 deposit to keep the price that I was given. I ended up giving them $400 altogether and when I called them after finding out a lot of bad things about them such as people dying on the table that they lied about even when I asked them about it I did not want to have surgery with them anymore and when I asked for my deposit back, she would not give it to me and she lied and said that it was not refundable when I called her. And I thought it very strange how she was so fast to try to collect the deposit for no service like I hadn't scheduled anything I hadn't done anything they hadn't done anything for me and she refused to give my money back.
Business response
04/15/2024
1-You acknowledge and agree that upon execution of this Invoice of Surgical Fees (the Agreement), Xiluet Plastic Surgery, Inc. (Xiluet) will incur certain costs and expenses in order to schedule and prepare for your procedure(s).

2- You acknowledge and agreed to pay to Xiluet a one-time NONREFUNDABLE deposit in the amount no less than $250.00 and no more than $500.00 (the Deposit) concurrently with the execution of this Agreement.
Initial Complaint
02/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
DO NOT BOOK ANY SURGERIES HERE! I canceled my procedure for a rhinoplasty, I never scheduled a date. I paid ***** I requested the refund back in January. They informed me that they would only refund ***** since 500 was my deposit even though my deposit was 300 and they never mentioned it was a promotion. One of the coordinators ******** told me I would receive my refund via check. Then, on January 19th ****** called me informing me that I would receive my refund between the 1-9 of February, I still have not received..leading up to the 9th of February I never called them, I never harassed them about my refund until the 9th and 10th and whenever I request to speak to ****** they tell me shes not in office or is assisting another patient. Mind you the representatives supposedly left a note for her to call me back and she never did I had to constantly call the clinic and what they did was put me on hold every time I called. I never booked a date all I did was pay off the debt for the surgery and theyre not abiding by their policy. This is grounds to file a small claim! I will be speaking with my bank. Ladies please do not book here the results for the surgeries dont look that good. Not worth the money or the headache.
Business response
02/10/2024
Pt should read the contract which he signed before making payments and agreeing with procedures, we have been threatened by this pt and we will no tolerate.! We will reach to proper authorities if he continues with this.
Customer response
02/14/2024

Complaint: 21275715

I am rejecting this response because:
You have no solid grounds to reach authorities and no threats have been made to your company by me. Im a transgender woman and Xiluet Plastic Surgery is aware of that. You misgendered me in your response and when I spoke to one of your employees which is equivalent to harassment and violation of my civil rights. I understood the 500 deposit was going to be held by Xiluet Plastic Surgery. Thats not my concern. My concern is that Xiluet Plastic Surgery stated I would be issued a refund of ***** between the 1st and the 9th of February of 2024, I never called your company until the 9th and 10th of February demanding an explanation as to why my refund has not been issued. I later found out there was an error issuing my refund which was never communicated to me. It wasnt until the 12th of February I received a communication that my refund would be issued after I filed my complaints. I also have a copy of the contract which I downloaded before your company deactivated my account and I also have text messages of Xiluet Plastic Surgery coordinators requesting I book a surgery date after I had canceled and requested the return of my *****.

Sincerely,

*******************
Initial Complaint
06/26/2023
Complaint Type:
Service or Repair Issues
Status:
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.
CALLED AND REFERENCED ONE OF THEIR MANY SALES. I BOOKED THE FIRST **** AVAILABLE WHICH WAS ROUGHLY 10 ***S INCLUDING WEEKENDS FROM THE *** I BOOKED. I LIVE IN THE ***** SO I KNEW I COULD GET THERE EASILY. ONCE I PAID THE ****** DEPOSIT AND SPOKE TO THE SURGERY COORDINATOR SHE INFORMED ME OF ALL THE MEDICAL CLEARENCES I AD TO HAVE AS WELL AS BLOOD WORK. I THEN LET HER KNOW THERE WAS NO WAY I COULD GET THAT ALL DONE IN 4 BUSINESS ***S THAT WERE LEFT BEFORE THE SURGERY. SHE THEN TOLD ME YES, I ALREADY KNEW THAT AND I WOULD HAVE TO RESCHEDULE. I ASKED IF I COULD CALL HER BACK AND GET HER A NEW DATE, SHE SAID YES. I HAVE EMAILED, FACEBOOKED, AND TEXT WITH NO RESPONSE! SO IWENT TO MY BANK AND PUT A STOP PAY ON THE MONEY.
Business response
07/10/2023
She needs to wait for credit card company as she clearly state she place a stop payment or chargeback. She need to wait for her own credit card company
Initial Complaint
06/06/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Confirmed surgery with patient advocate. A few weeks before my actual surgery I was told that the doctor could not perform the surgery that they agreed to at the time of payment and that I would need to do them separately, months apart. This was not the agreement at the time when I paid. Had I known that I wouldnt be able to get them done together I wouldnt have paid the deposit. The issue is the surgeons dont actually look at your case until your surgery is days away. When they realized they couldnt do it, I already purchased travel tickets, secured time off work, etc. This seems to be an ongoing issue with this facility. Most surgeons meet with you well ahead of time (often on first occurrences) to evaluate your case and determine feasibility of the surgery - leading to less wasted time, money, and unmet expectations. Please refund my deposit as you are not able to do the surgery you all promised me you would and quoted me for. Thank you
Business response
06/06/2023
Refund Completed
Initial Complaint
05/16/2023
Complaint Type:
Service or Repair Issues
Status:
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.
After paying an initial deposit and scheduling to have surgery quoted $4800 for May 16, 2023, I was told only three business days before the date I was to travel to Miami, that I needed to have my surgery in a hospital and increasing the total to $9500. Although I understand this safety precaution, this company should have reviewed my medical clearance documents sent to them on April 18, 2023, which could have avoided my paying for an Airbnb and other expenses to prepare for this procedure. In addition, I would have stayed in my hometown to have a procedure done in a hospital setting as opposed to traveling to Miami. The idea of it being in a hospital never came up until the very last minute, to the point I had to cancel everything (flights, room/board, massages, etc.). Because this was no fault of my own, they should return my deposit. They are ignoring my messages and not responding to this request. Also, they tried booking me with a doctor at his establishment called ******* Surgery Center, which is separate from Xiluet's website. There is nothing on the site about the other place... how are they able to do this? This is false advertising at its best!!! I just want my money back!!!
Business response
05/16/2023
This is false. We were inform a week before surgery, patients are responsible for Medical Clearance, and she is asking for refund on the deposit which is non refundable and she was informed plenty of time before the go ahead.
Customer response
05/17/2023

Complaint: 20066264

I am rejecting this response because: If you look at the attached document, it clearly list my having Sarcoidosis on the medical clearance from my primary care on 4/18/2023. This is well before the one week they mentioned in their response. These people are making false statements!!! Unfortunately they deactivated my account 5/16/2023 so I can no longer access the information that was shown as being received to support this claim. However, I have attached a copy of the document that was sent to them, which reflects the date of 4/18/2023 and lists any and all health concerns. They received this three weeks prior to them telling me I'd have to have my surgery in a hospital, yet nothing was said until a few days before I was scheduled to travel there. For this reason, I feel I should be refunded as this was in no error of my own.

Sincerely,

***********************
Customer response
05/17/2023

Complaint: 20066264

I am rejecting this response because: If you look at the attached document, it clearly list my having Sarcoidosis on the medical clearance from my primary care on 4/18/2023. This is well before the one week they mentioned in their response. These people are making false statements!!! Unfortunately they deactivated my account 5/16/2023 so I can no longer access the information that was shown as being received to support this claim. However, I have attached a copy of the document that was sent to them, which reflects the date of 4/18/2023 and lists any and all health concerns. They received this three weeks prior to them telling me I'd have to have my surgery in a hospital, yet nothing was said until a few days before I was scheduled to travel there. For this reason, I feel I should be refunded as this was in no error of my own.

Sincerely,

***********************
Customer response
05/17/2023

Complaint: 20066264

I am rejecting this response because: If you look at the attached document, it clearly list my having Sarcoidosis on the medical clearance from my primary care on 4/18/2023. This is well before the one week they mentioned in their response. These people are making false statements!!! Unfortunately they deactivated my account 5/16/2023 so I can no longer access the information that was shown as being received to support this claim. However, I have attached a copy of the document that was sent to them, which reflects the date of 4/18/2023 and lists any and all health concerns. They received this three weeks prior to them telling me I'd have to have my surgery in a hospital, yet nothing was said until a few days before I was scheduled to travel there. For this reason, I feel I should be refunded as this was in no error of my own.

Sincerely,

***********************
Initial Complaint
03/01/2023
Complaint Type:
Customer Service Issues
Status:
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.
I did my surgery with Xiluet the customer service is terrible, I sent my pictures and after I sent all exams to my surprise my surgery 28th February, Xiluet said my exams will be expired, and my surgery was changed to 22 February. I didnt have plans when I arrived in Xiluet the person who helped me was very upset and stressed not the coordinator. To my surprise not include Mastopexy and my body needs the Mastopexy I paid $1500,00 I did my surgery and I asked the doctor how many liters she did remove. She answers 1 liter. 1 liter is just 2 pounds. I paid a lot of money not finance I used just my credit card and nobody said to me just 1 liter. Unbelievably the all pain I had, was very stressful because changed my surgery day. I paid more Mastopexy and my surprise just liters to a person who has 170 pounds? I contacted my coordinator and said I am not happy she never answered or try to help me. After the all payment, I made.
Business response
03/01/2023
By ******* Law any combination of surgery is limited to 1 Litter. Please see the department of health regulations. We only follow the standard.
Customer response
03/02/2023

Complaint: 19519665

I am rejecting this response because: but I paid mastopexy the coordinator never said I need more procedure the doctor said I need Mastopexy and I paid more . And ******* law but Xiluet never said this for me just 1 liter .I will *** the company . Never mencioned just 1 liter I am not happy . If Xiluet said just 1 liter I never do 2 procedures in same time .

Sincerely,

*************************
Initial Complaint
02/22/2023
Complaint Type:
Sales and Advertising Issues
Status:
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.
Xiluet cancelled my surgery the morning of, saying I had failed a urine analysis for drugs, they said I could not have a refund as their cancellation was my fault and they are keeping my $7,000.00.I in-fact do not have drugs in my system. *** never even tried drugs. I went and bought a drug test to ensure that I am drug free and as I said, I am. They simply overbooked the day and blamed it on me with a false allegation. I want my $7000.00 back now.
Business response
02/22/2023
We do not agree with patients complaint- patients was canceled due to circumstances not in our control. Refund Was completed base on Contract and refund policy- Please refer to. No more Services.
Customer response
02/23/2023

Complaint: 19450203

I am rejecting this response because:
My surgery was rescheduled by me and the Xiluet staff
The manager informed me that the owner cancelled my surgery after the fact because I reported the behavior to the BBB.
I was told that I could continue my surgery and get my monies worth IF I changed my BBB report and stated that it was a good experience !
Thats not in the policy! Thats not in my agreement!
Xiluet and the owner cancelled my surgery and didnt follow through on their part!
My surgery was back in place for today, 2/23/23 at 2 pm Now its not happening because I couldnt appease the owner and make a false report that their service in exceptional.
It is not.
I did not violate my contract.
This is one them, they have poor communication between staff and patients and its costing me. I do not accept that.
I want a full refund.

Sincerely,

*****************************
Business response
02/23/2023
We stand by our first response. We have Records and evaluations, we gladly release them if she agree to that.
Customer response
02/24/2023

Complaint: 19450203

I am rejecting this response because:
One, my medical records and evaluations are private information, so no you will not release them.
Two, my attorney will be reaching out the ******* ********** of ****** and the **** to file formal complaints against Xiluet.
I will have them reach out to your office as well to file a suit.
I have recorded phone calls and all of the text messages from the office, including where your office requested that I lie to the BBB and make a review stating your practice is good in exchange for my money.

Sincerely,

*****************************
Initial Complaint
11/09/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Im being given the run around by **************** received a quote regarding services (after inquiring about an advertisement). After agreeing to move forward, I was told the offer was not being offered by a different provider who was triple board certified. She then said this is the person performing her lipo and the other doctor is new anyway. So I decided to move forward. After paying the deposit, I noticed the price for this other doctor is more money and didnt include any of the services (garment, massages and drug test fee waiver) I was told it would. When I called to inquire, I was given the run around. ***** stated she was waiting to hear back. Then she said, I wasnt eligible per Dr ********* or Dr ******** for the services I requested. I produced the text message showing it was reportedly approved, before I paid. I still dont have a confirmed surgery date, no additional information regarding the pricing discrepancies nor do I know whos my surgeon. Their practices are dishonest and misleading. Once the sales rep receives your money, nothing tracks what was discussed and *** never spoken to one medical professional. Not once. Ive been calling almost every day and they refuse to have a manager or senior person speak with me. ***** has repeatedly given me the run around, citing busy day, crazy phones. Kidney stones and delays on the parts of others.
Business response
11/09/2022
We completely disagree with the patients complaint and we review all conversations and calls. The patients was informed at all time. After review conversation with patient and to better resolve this issue we determine that is best she looks to have her procedure done at another practice. we went ahead a made the refund, Refund Completed on all funds. No more Services
Customer response
11/09/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution (a full refund) is satisfactory to me.

Sincerely,

*************************

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