Complaints

• Initial Complaint

  09/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of the transaction happened in July. I got lip fillers done by an inexperienced injector that did not help me achieve the results that I wanted. In fact she did more damage than I could have ever possibly imagined. I came out with uneven lips with lip filler in places that I did not want. She even created 2 new bumps on my top lip that was not there before and they refused to dissolve for me because according to them they were already there before I came in to see them. Rather than owning up to their mistake, they blamed it on the fact that because of the nature of my lips, they're hard to fill and that I already had a bump there. She even pointed out afterwards in my past pictures that I already had a bump from filler which looks completely differnt from what I have now but she refuses to listen. The injector blamed it on the fact that because she did not fill my lips previously she did not know what the other injector did or used. If they were hard to fill and you weren't comfortable to do it, then why did you go ahead with my procedure? If that was the case then a proper injector would have stopped and declined my service rather than doing more damaged to my lips. Anyways point is, they messed them up by making them look uneven and bumpy and won't fix it unless I cough out another couple hundred dollars to dissolve the bumpy areas and another couple hundred dollars to add more filler . Had they done it correctly in the first place I would not have to pay more to dissolve and refill. I've been to differnt injectors in the past and never had I ever have this issue in my life. This is a business that just wants to take your money and not own up to their mistakes.

  Business response

  09/17/2024

  We received a complaint from the Better Business Bureau by mail on 9/17/24. Please see the details of the individual's complaint below. To protect the patient's HIPAA rights, certain health information has been excluded from the emails exchanged with her.
  
  Details - 
  
  7/18 at 4pm: Individual had a scheduled appointment and received a filler service totaling $621.
  
  During this appointment, a thorough consultation was provided. Medical history was collected and the patient signed consents acknowledging that individual anatomy varies, and as a result, we cannot 100% guarantee specific outcomes. These consents also thoroughly outline the associated risks and side effects. Furthermore, she signed a consent confirming her understanding that we do not offer refunds for services already rendered (signed consents included in attachments). 
  
  8/2/24 at 2:45pm: Individual made us aware she was not completely satisfied with her service so she came in for a complimentary follow up appointment where an additional touch up to her previous service was done for free. 
  
  8/19/24 at 3:15pm: Individual came in for another complimentary follow up appointment where her concerns were addressed again and the case was then turned to a further discussion with our Medical Director, Dr ***************************** Below email was sent by *** Office Manager to the individual as an update regarding her case - 
  
  Good morning ****,
  
  I am still in communication with Dr. ****** regarding your case and will have an update for you shortly. I appreciate your patience and understanding.
  
  Best,
  
  9/3/24: This email was shared with the patient addressing her concerns regarding her treatment. 
  
  Good afternoon, ****,
  
  Thank you for sharing your concerns regarding your filler. We genuinely value your feedback, and it's important to us that you feel heard and supported throughout your treatment journey.
  
  After a thorough review of your case with Dr. ******* weve considered several important factors, (REDACTED INFO DUE TO HEALTH INFORMATION DISCUSSED). While Pooja employed a technique that has proven effective in similar cases, we understand that the results may not have fully met your expectations. 
  
  (REDACTED INFO DUE TO HEALTH INFORMATION DISCUSSED) Dr. ****** believes the outcome has beautifully enhanced your natural features. Given these considerations, we regret that we are unable to offer a complimentary dissolve at this time.
  
  However, we acknowledge that our approach may not fully align with your desired outcome. In light of this, it may be beneficial for you to explore alternative options with another provider who might better suit your preferences. (REDACTED INFO DUE TO HEALTH INFORMATION DISCUSSED)
  
  Please feel free to reach out to us with any further questions or to discuss how youd like to proceed. We are here to support you in any way we can.
  
  9/3/24 This individual called our clinic requesting a partial refund. The office manager spoke with the patient and informed her she would have to speak with the Medical Director on this due to our refund policy that was signed by the patient. She informed the patient she would follow up with her once she had a meeting with the Medical Director. 
  
  9/5/24 Patient submitted a complaint to the BBB. 
  
  9/7/24: A public ****** review was left by the patient on NSI Wellness | Aesthetics ****** page. It stated: 
  
  It's a shame that things didn't work out. If I could give this place 0 stars I'd absolutely would. Long story short I got lip filler done with the Pooja and it came out uneven with lumps. They looked absolutely horrible. I've had lip filler done in the past and never had I ever had any issues even close to the problems that I have now. As bad as it went, I tried getting it fixed but they wanted me to pay at least $300 to get it dissolved and more money to get those uneven areas refilled. I might as well go elsewhere that can actually do proper filler. Here are the red flags about this place:
  1. Pooja told me that due to the shape of my lips, they're hard to fill. I've never had anyone tell me that before and would end up with great results until I came here.
  2.This was the most painful experience I've ever had with my lips and mind you I've had this done in the past and never was it as painful as it was here.
  3. When I pointed out how uneven my lips looked after the filler, Pooja told me thats how my natural lips looked. Even if that was the case, I'm getting filler to get them fixed and not for them to look more uneven....
  4.She didn't talk to me prior to filling them about what I wanted as a end result for my lips, and just straight up jumped into it. I should've listened to my gut and stopped her there and left.
  5. I came here before and had issues regarding lumps which is why I went elsewhere before giving them a second chance. I completely regret coming back. Anyways, they don't know how to file their paperwork correctly and did not believe that I had  a similar issue regarding a bump that they dissolved and refilled at no cost the first time but now they won't take ownership for the damage that they've caused.
  6. I asked to see if another injector was available to help me out or at least take a look at them, but they told me to go elsewhere.
  7. Whenever I've had issues with filler that I did not like or wanted, the injector would absolutely fix it until I got the results that I've paid for such as OVME here in ********** at no cost. But not here at ****
  
  Anyways I hope people read this and will not come here and experience the things that I did. I truly do not wish this on anyone else. You're supposed to feel beautiful and confident when you leave and not the opposite. But if you want horrible and mortifying results then this is absolutely the place to go.
  
  The photo I've uploaded with the blue circle are the "mess **** that they have caused and will not fix or refund me.
  
  On 9/10/24 our business responded to the patient offering for her to come in to see our Medical Director to further address this. 
  
  Thank you for taking the time to share your feedback. At ***, we are committed to delivering high-quality care, and we appreciate the opportunity to address your concerns while respecting your HIPAA rights. We view this as an opportunity to educate others and improve our services.
  
  1.Every patient's anatomy is unique, and lip structure plays a crucial role in determining the technique and expected results from fillers. Lip filler is not a one-size-fits-all procedure, and in some cases, certain lip shapes can require multiple sessions to obtain the patient's lip goals. We strongly recommend staying with the same injector throughout the treatment process. Switching providers can lead to complications, such as varying techniques or interactions between different types of fillers, which can affect the overall outcome. Maintaining consistency with your injector often leads to better results. The most common fillers include Hyaluronic Acid (HA), Calcium Hydroxylapatite, and Poly-L-***********. Each filler has a distinct chemical structure, which affects how it interacts with tissues and other materials. Different fillers may not chemically bind well with each other, and layering different types can sometimes result in complications. Understanding these differences is crucial for achieving optimal results.
  2.Pain tolerance varies from person to person, and were sorry to hear that your experience was more uncomfortable than previous treatments. To enhance comfort, we offer several pain management options, including numbing cream and dental blocks, which can be tailored to your needs. While we regret that our approach did not meet your expectations this time, we encourage feedback during the procedure so that we can make real-time adjustments. Our goal is to ensure each treatment is as comfortable as possible
  3.Lip fillers are designed to enhance or correct the natural contours of your lips. In some cases, underlying asymmetry or unevenness may be part of the natural lip structure, which fillers cannot completely mask without risking an unnatural appearance. We strive to improve symmetry but acknowledge that some aspects of your natural lip shape may remain
  4.We require a patient assessment form to be completed before your appointment, which allows Dr. ****** and your provider to review your goals and expectations ahead of time. This helps us understand your desired outcome before any treatment begins. If there was a miscommunication about your preferences, we sincerely apologize.
  5.When it comes to corrective treatments, especially for concerns that may stem from services performed by other providers, we are unable to offer complimentary sessions. We document progress with before and after photos to ensure transparency. We would be happy to review these with you, along with detailed notes from your visit
  6.We'd be happy to help you schedule a visit with Dr. ****** at your convenience.
  7.We recognize that each provider has different policies when it comes to correcting filler results. At NSI Wellness | Aesthetics, our goal is to achieve the best possible outcomes, and we have a policy in place that requires payment for corrective procedures, especially when addressing issues from previous treatments. If youd prefer to continue with a different provider, wed be more than happy to transfer your records and photos to a practitioner in the area who might better align with your goals. we genuinely want to help you achieve the results youre looking for.
  
  Thank you for sharing your feedback. We genuinely appreciate your input and will use it to assess and improve our services. If youd like to discuss your concerns further or explore options with Dr. ******* please let us know. Alternatively, if you prefer to transfer your records to another provider, we can assist with that as well. 
  
  On 9/12/24 the patient submitted a dispute with her bank. *** responded to that dispute with further information on the claim. 
  
  Since responding to the patient and offering for her to schedule a visit with Dr. ******* we have not heard from the patient as of 9/17/24. 
  

*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. ↩