Complaints

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company On May 27 late afternoon I had an appointment of 2024. They attempted to do laser tattoo removal on my upper and bottom eyelid of 20 year-old tattooed eyeliner and the woman got the metal discs stuck in my eyes and said they were too big for my eyes and there was no little handle on there so she had to use a suction cup and scratch both my corneas because they kept slipping out of her fingers. She did not use the right ones she shouldve used the ones that were right behind her in a package that were sterile and had handles on them and she used the wrong size that she openly admitted to ever, since then, Ive been to multiple cornea specialist. Ive been told I had scratches on my corneas to the point that I had to go to another doctor and was told I had scar tissue and had to take steroid eyedrop and then finally went to another specialist that said the scratches and the scarring disappeared even though my vision is at 2020 by the eye exams my vision clarity and sharpness is no longer there. I have bad vision ever since to both my eyes, causing me to lose out on work because I do deliveries at night no income and extra expenses that this has cost me out of pocket has been very hard on me with *** visit co-pays and eye drops and steroid eyedrop and gas, etc.. I am falling complain on this company and Im working on trying to find out who the medical malpractice company is but so far no luck and dont know who to ask, because these people need to pay for what they have done, but Id like to be paid back for everything coming out of my pocket and Im scared. I will never have my vision back my sharp vision that I had before I walked in their office.

  Business response

  10/02/2024

   

  First I would say that we are not, nor have we ever been open on Mondays so if this client was seen in the afternoon of May 27th then she is complaining about the wrong office. We had a patient who presented to our office complaining about treatments done at other offices and that client had a similar treatment to the one mentioned in the complaint.  That particular treatment is one that we do nearly every day and we have never, in 28 years, had any issues.

  
  I cannot go into specific details about a specific client due to ***** regulations.

  
  Our Laser Specialist is a long-time employee and is extremely competent.  With this patient everything was absolutely fine until the treatment was completed, at which time she became histrionic.  The client frightened the Laser Specialist who was attempting to calm her down so she could remove the *******, a process which she has done hundreds of times without incident.  After the client calmed down the Laser Specialist was able to remove the *******. The client in question immediately complained to the front desk about the treatment, the Director was called and ultimately,she did not pay for the treatment.

  
  For this treatment we always explain to the client, upon discharge, to be extremely careful not to rub their eyes as their eyes will be numb for a few hours due to the topical numbing medicine we place prior to inserting the *******.  The ******* also have sterile lubricant placed on the inside surface so as not to harm the eye in any way. It can, however, make them slippery to remove but it is necessary for safety. While we have never had any issues, almost all corneal abrasions (in general) are most commonly caused patients themselves which is why we are very direct in our post-care instructions.

  
  The following day the client called again to complain.  I personally returned the call and recommended immediate evaluation and care which she refused. I explained it was absolutely necessary for me to personally evaluate her, and I explained that we also had a very good ophthalmologist available if needed.  Again, she refused.  I explained if she would not return to the office for evaluation then we would, in no way, be responsible for any issues she might have because they could not be confirmed to be true. 
  
  Dr. **** *******, DNP, APRN, ANP-BC

  Customer response

  10/02/2024

  I am rejecting this response because: 

  May 22nd I was in their office.  The date was a type to start with.   And 2ndly a lot of what this person responding has said is a lot of lies.   For instance, no one told me to come in and see an ophthalmologist they have lol.  Thats a lie.  No one gave me after cares instructions. No one said for me to bring someone to be my **iver home.  The woman who did my eyes did not confirm that I was only getting top and bottom liner done and not lower water line. I said I wanted top, bottom and water line done. I want 100% removed and the woman ( ***** *****) said ok. Are u ready to get started.  If I known from the start that only top and notion liner was the only thing they could remove I wouldnt have done this service from the start.  Another thing the woman mentioned that she used to large of ******* and the wrong ones.  She did not use the ******* with a handle. She used the ******* that u have to use a suction cup with and u have to apple pressure to remove.  My eyes were burning the whole time I was there and **ive home they were unbearable. Stinging. On fire. It too 3 hrs to get home from ****** to Waco Tx. Stopping multiple times.  Ive been to a total of 5 **s at this point including 3 specialists. And the ophthalmologists have told me I now have a astigmatism due to the cornea injuries Ive suffered. I now have trouble **iving at night. Lights hurt my eyes which effects my job as a delivery **iver at night . Ive spent $700 out of pocket already with co pays , prescriptions like steroid **ops, and eye **ops of Other kinds and gas to and from ** *****  Not including loss of income from the last 3 1/2 mths Ive not been able to work. My vision has been damaged permanently because of their lack of care on all levels.  I was even told that surgery can not be done to fix this because its enough damage to effect my every day life but not enough damage to be able to correct with laser surgery.   All they cared about with how I was going to pay. I couldnt even see with my eyes what they were having me sign .  No one explaned after care or explained before any warnings or step by step of anything.   Ive suffered money loss , mental stress, physical damages and I cant begin to tell you how scared I am for my future to come.  Also the woman asked me in the back room if a man by the name of (***** seavera ). Could video the whole thing. And they have refused to give me the video of the event.  Also the woman ( ***** ***** ) in the middle of the event happening after laser done and before ******* removed laying there blind and scared. That she had to text the ** ***** getting on a plane to see if she could also do the lower water line that I was under impression was going to also be done with top and bottom lid before we started.  This whole event from beginning to end was poorly executed.  Worst appt ever for me.   ************* ever!!!   My eye were 20/15 sharp vision the day I walked in to their office.  I was very proud of my excellent vision.  And in no time.  In one visit to their office. My eyes have never been the same.   My eyes have been injured and damaged permanently because of these people.  It was only after I could open my eyes again ************************************************* because I knew something wasnt right.  That it was confirmed I had scratches on both of my corneas.  Which I had a suspicion of from the moment I left that place because of the unusual stinging and burning sensation I was having in both eyes. That was just the first ** to confirm the scratches in both corneas. Every ** after that also confirmed it as well. I have all the **s notes from every specialist Ive gone to since I was at their office that did this to my eyes. After I was see. At my **s office the day after and they confirmed the scratches on both corneas. I then called Dallas laser tattoo removal aka denovo health and when I asked for their malpractice insurance information they then asked the ** that was now back in the office what to do. And he gave the person on the phone his email to give to me.  The first and last time I spoke with this ** which is head of this office in email was May *****th I believe and he denied this could of happen because they use protection. I then said wrong size ******* were used and not the ones with a handle. The suction cups were needing to be used which applied pressure to my corneas and also with her fumbling to get them out of my eyes ***** how my corneas got scratches.  Negligence !!!!  Also he said that when my eyes heal to make a appt to come see him in person in ****** Tx at that office.  That , that is the next step.  Thats all he said.  And I told him I live in *******.  That is a full tank of gas and my time. Also I didnt feel comfortable being in his office after the way everyone treated me that day. I was vulnerable and they took advantage of me.  They didnt even give me a refund till I called them and mentioned I wanted their medical malpractice insurance company information. Then they were eager to refund me. .  All they have done is deny and lie.  Also I dont sing anything having to do with after care or before instructions.  No warnings of anything..  I only signed a hippa in a text message link .   My whole life has been effected by this.  Everything is blurry up close and far away now.  And I get headaches from the strain. And **iving at night peoples car lights and street lights are very sensitive to my eyes now.  Alll because of their lack of care on every level.. 

  Customer response

  10/02/2024

  These are just from the first two doctors. I am heading out this week to get the notes from the rest of the doctors, but they have confirmed the scratches on my corneas and eyedrop stuff had to take to prevent infection and the other notes from the other doctors are the ophthalmologist that I will get notes for and, there will be notes about having to take steroid eyedrop because the scratches turned into scarring which the scarring is now gone, but Im left with a astigmatism from the injury which is permanent damage

  Customer response

  10/02/2024

  These are just from the first two doctors. I am heading out this week to get the notes from the rest of the doctors, but they have confirmed the scratches on my corneas and eyedrop stuff had to take to prevent infection and the other notes from the other doctors are the ophthalmologist that I will get notes for and, there will be notes about having to take steroid eyedrop because the scratches turned into scarring which the scarring is now gone, but Im left with a astigmatism from the injury which is permanent damage

  Customer response

  10/02/2024

  This is the only time I was asked to come back in and nothing was said about their own ophthalmologist or anything about aftercare or before care. 
  

  And the only reason this guy is because I mentioned I wanted his medical malpractice company information. 
  

  also, in the last email, he lies and said hes the only office that does this procedure which is a lie because theres one in ******* theres one in **** *****. Theres also a place in Clean that does laser eyeliner tattoo removal.
  

   

  Customer response

  10/02/2024

  This is the only time I was asked to come back in and nothing was said about their own ophthalmologist or anything about aftercare or before care. 
  

  And the only reason this guy is because I mentioned I wanted his medical malpractice company information. 
  

  also, in the last email, he lies and said hes the only office that does this procedure which is a lie because theres one in ******* theres one in **** *****. Theres also a place in Clean that does laser eyeliner tattoo removal.
  

   

  Customer response

  10/02/2024

  This is the only time I was asked to come back in and nothing was said about their own ophthalmologist or anything about aftercare or before care. 
  

  And the only reason this guy is because I mentioned I wanted his medical malpractice company information. 
  

  also, in the last email, he lies and said hes the only office that does this procedure which is a lie because theres one in ******* theres one in **** *****. Theres also a place in Clean that does laser eyeliner tattoo removal.
  

   

  Customer response

  10/02/2024

  Here is my CareCredit information. This shows the refund was posted on the 24th, which is the same day. I called them and asked them for their medical malpractice company information and then they were eager when I asked for a refund to give it to me.

   

  this is also proof that discredits them in their response, saying that they did not make me pay before I left, which is a lie. Because they had me signing things and I could not see all they cared about was and what I was going to pay them.

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