Complaints

• Initial Complaint

  09/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dr. ****** ********* superficially injected a non-*** approved product to my face which has caused permanent damage. She and ****** **, the owner of the establishment, have both acknowledge the damage Dr. ********* caused, yet refuse to reimburse me for the costs I've incurred to see several other doctors in attempts to reverse the damage. I've provided them with the medical records from these visits, the evaluations, the photos and costs. Instead, they have been giving me the run around and all of a sudden, blaming the damage on other factors to try to thwart off liability. I've already come to see them for follow-up evaluation twice and they continue to ask me to drive 45 minutes to come in to be evaluated by the doctor *** caused the damage and is clearly unqualified to be injecting people's faces (she is an ER doctor doing this on the side). They keep changing their mind on how to resolve the damage, saying I need to start taking steroids (almost a year after treatment) and other random ailments which I've tried and do not work. Long story short, a year after treatment, I am now left to live with the permanent damage and have dark rings under my eyes. I do not want anyone else to become victim to the unqualified and incompetent hands of this business.

  

  Business response

  11/07/2024

  ******** *** first came to our office on Oct 04, 2023 with the chief complaint of dark under eyes and initially wanted fillers under her eyes, however Dr. ********* recommended mesotherapy instead of fillers.  Mesotherapy is multiple small superficial injections injected intradermally directly into the area, and is safer than fillers and looks more natural.  The product used was a product commonly used under eyes and can be used off-label at the discretion of the provider.  Dr. ********* treated both under eyes that day.   The product used is proven to plump and brighten the skin and only lasts 3 months before being absorbed into the skin.  Patient returned to the office the following week and felt the ** undereye was still hollow and needed something more, so Dr. ********* added 1 small PDO thread to the area at no charge.  Patient came into the office Dec. 28, 2023 with the same complaint and felt the area was still dark.  I evaluated her that day and informed her that the area was still hollow and needed more support, and when I supported her cheek with my hand and gently pushed it up, ******** agreed the darkness looked better.  We did a free Radio Frequency treatment for her that day to see if that will help create some collagen in that area.  Patient called back a few weeks later and said it still looks dark, bur refused to come in for us to evaluate.  Patient communicated with the doctor over text and Dr. ********* suggested it could be swelling in the area so recommended topical steroid cream, and also a topical ************ cream in case it was due to discoloration.  She was not able to properly evaluate the complaint as it was done over text based on Patients subjective view.  Patient used our RX discount code and ordered the medication to be delivered to her.  We reimbursed her for the medication fee.  Since then we have been in constant communication with ******** and suggested various things to help her.  However we have not seen her or evaluated her since December of last year and the last communication was in September of this year with her asking to be reimbursed over three thousand dollars to get a laser treatment under her eyes.  We told her we need to see her so we can properly evaluate what the issue is and her complaint as its been almost a year since her initial treatment, and she has had other treatment to that area elsewhere during that time.  We have already reimbursed her for this particular treatment earlier this year, and this spring she complained about another treatment she had done here and wanted a refund for that other treatment. We informed her that during all of our previous communications she never mentioned this other treatment or complained about it, so we could not refund her. If distance was an issue, we also recommended other doctors and plastic surgery centers in her area for another consult or treatment.  These doctors are respected colleagues and very good at their work.  Dr. ********* does work in the emergency room as an ER doctor, but she has been trained and certified in aesthetics as well as functional medicine for many years and has years of experience, teaches other injectors and is highly respected in this field.  She is a highly qualified doctor and has hundreds of patients with no other complaints.  Again, the last communication with ******** was in September of this year and we really cannot move forward until she comes into the office to be evaluated.  We have always kept the line of communication open and sincerely hope we can come to a resolution.

  Customer response

  11/08/2024

   
  Complaint: 22352658
  
  I am rejecting this response because: the statements in the business's response are simply false. There have been repeated instances of false statements being made to me in the last year of my communications with them. This includes statements they make which directly contradict and invalidate other statements they have made. Not one did I complain about "hollowness" after the treatment. I expressed several times in recorded writing that the "mesotherapy" i.e. SALMON SPERM discolored and bruised the area under my eyes - damage which I continue to live with today. I have all of the written communications from Every Me, the owners and providers, which again, contradict the own words they are documenting here to the BBB. I can provide every single one of them if given the opportunity to do a mass upload which evidence their recurring false statements made.
  
  Sincerely,
  
  ******** ***

  

  Business response

  12/05/2024

  Hello,

  Again, all responses and correspondence with the patient was done remotely and based on the client's evaluation of her condition.  We tried to find various solutions for her, while never seeing her in person.  We have already refunded her for the treatment, offered her referrals to see other doctors who could possibly help her if she does not want to come to us.  We have not seen her for over a year, and cannot blindly give her thousands of dollars for treatments she wants done elsewhere, without seeing her in person.  Again, we are willing to work with her to find a solution, and hope we can get this resolved soon.

  Customer response

  12/12/2024

  see attachment
  

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