Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally bought a package of 3 microneedling services, right before the 3rd appointment the aesthetician moved to a different business and they did not have a replacement. They told me I could finish the package with her at her new location and they would refund $333. I proceed to have that last procedure completed. This was all back in January and patiently waited for a refund. Called a few times with no callback. Now I'm being told that they will not refund and are denying any of these conversations took place.

  Business Response

  Date: 04/28/2025

  In response to former patient - communication via screenshots provided were solely between an esthetician who is no longer an employee at our practice (she had since moved to another location during this conversation). Decision regarding any refund was solely provided so by the esthetician who was no longer employed by us at the time; however this decision was not approved by our practice. 
  Our team holds a standard to honor what our patients have paid for, which must be fulfilled at one of our locations. 
  The following is the breakdown:
  $550 per treatment or a package of 3 for $1000
  Patient initially opted for package of 3 sessions with our practice for $1000.
  As she has since decided to break the package, we would only charge her for the 2 treatments, which comes to $1100. This results in -$100 refund, thus she would owe us $100.
  Our practice has had a full-time provider who has been able to perform these services since November 2023.
  Ultimately, patient has chosen to resume treatments with the esthetician at a different practice/location, rather than with our practice and current provider.
  
  

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23231978
  
  I am rejecting this response because:

  I originally called them and they gave me the option to continue away from their practice and they would refund one session that is why I chose to continue with the same esthetician at a different location however that conversation was had over the phone so at that point I texted the former esthetician and told her that I was told by the front desk that I could do so therefore I will schedule something with her at her new location. What they are saying is false I was promised a refund for 4 months and this is the first time I'm hearing of the fact that I am not entitled to one if I knew I would have just finished my third option at the current location I had no loyalty to the esthetician I just thought it would be easier to continue with the same one.
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 05/14/2025

  I am rejecting this response because: 

  This communication and the decision to move forward were solely between the Aesthetician, who was no longer an employee at IBI/Eberbach Plastic Surgery and was not in a position to make such promises or decisions, and patient of IBI/Eberbach Plastic Surgery. These types of decisions must be authorized by our business office through the chain of command. This authorization did not occur, and therefore all appointments and decisions made outside of this process are not valid.
  
  The procedure had already been performed at the new office when we were informed of the patient's desire for a refund after outside treatment. Unfortunately, the package was considered broken once the patient continued with the aesthetician who made the decision to move forward independently.
  
  As previously stated, we did have a Physician Assistant on staff who was qualified to perform the treatment.

• Initial Complaint

  Date:03/12/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had surgery on my breast, back and arms. Since the surgery in October I have not seen a doctor once. Aftercare has been a joke. I was waiting to be scheduled for the second part of the surgery but never received a call from them and I have had to call their office multiple times to remind them I still exist and am waiting for the implants to be put in. They told me my doctor has now retired and that their other doctors wont see me because I was "too upset". Now I am left with saggy **** skin flaps and no doctor will fix the issue because no one wants to touch me. My first surgery went fairly well, One armpit has hanging skin and is much more loose than the other and my cleavage is messed up without having any implants or **** tissue. I am appalled and beyond devestated that they are leaving me in this state.

  Business Response

  Date: 04/07/2025

  Hello, 

  I'm writing to provide some context regarding **** ********* post-operative care and her recent interactions with our office.

  Summary of the Situation:
  Patient Information: **** ******* underwent surgery and was aware that *** ********************** would be on medical leave post-surgery.
  Post-*************** The patient has had six post-operative visits, documented by nursing staff, indicating she was healing well, with one recorded no-show.
  Current Issues: Upon learning that *** ********************** has not yet been cleared to return to practice, the patient reacted with extreme emotional distress and has threatened legal action. Managing patient dissatisfaction, especially when it escalates to the threat of legal action, requires careful navigation: Therefore the other providers could not get involved.

  **** ******* was aware of *** **********************'s upcoming medical leave when she scheduled her surgery. Following the procedure, she was seen in our office six times by our nursing staff, during which photos and notes were taken and shared with *** **********************. He believed that she was healing well without complications. To date, *** ********************** has not yet been cleared to return to work by his physical therapist.
  

  Recently, **** reacted emotionally to the news of *** **********************'s continued leave, expressing feelings of upset, betrayal, and being taken advantage of, despite being informed about *** **********************'s leave in advance. During a phone conversation, she was screaming and crying, which we felt was an extreme reaction. She also mentioned that she had contacted a lawyer, which prevents us from continuing her care with another doctor in our practice. We have been providing appropriate post-operative care, and she has not raised concerns during her visits.
  
  Given that **** knew about *** **********************'s leave, received consistent post-operative care, and is now threatening legal action, we believe her response is disproportionate. We have acted responsibly throughout this process.
  
  
  Thank you for your attention to this matter.
  
  
  Best regards,
  *******

   

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23049459
  
  I am rejecting this response because: I was told that a doctor would be at these appointments and there was not. I was told the last time that DR. ********************** was NOT coming back at all and this was clearly a lie.  I do not understand why these girls think being emotional about losing my doctor is extreme.  I trusted him implicitly and that is why I have had two surgeries 20 years apart.  I just want DR. ********************** to finish my surgery and put the implants in and now every where I call no one will see me.  

  
  Sincerely,
  
  **** *******

  Business Response

  Date: 04/28/2025

  We reject the last response.
  To address each point made by pt in last response:
  1. To reiterate- Patient was not going to be in the practice post surgery due to his own medical reasons.   
  2. Dr. ************************ return is dependent upon his capability, at this time he is still on indefinite leave.
  3. We understand emotional responses occur, however the concern is due to legal action being taken.
  4. We understand trust between patient and surgeon is of utmost importance, which is why we notified ALL of our patients who underwent surgeries with Dr. ********************** regarding his (then) upcoming leave.
  5. Once again, it is Dr. ********************** is on an indefinite leave and we are unable to schedule fulfill "Dr. ********************** to finish [her] surgery."

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23049459
  
  I am rejecting this response because: They provided no after care with a doctor.  They treated me horribly. Whomever spoke with me on the phone and communicated over text message with me was so incompetent.  I am incredibly scarred by this horrific experience.  I do not wish to receive further communication from this business as they keep repeating the same false statements, and lies.  It is obvious the "girls" that spoke with me have no proper training.  Horrible horrible horrible staff I have dealt with. The owners of the business should be doing  a full investigation of how their employees treated me.  
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:10/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled to have plastic surgery at Eberbach plastic surgery back in July 2022. When you schedule the surgery you book your date and my date was 9.28.2022. Of course thats when hurricane *** hit. I called multipled times the week before and on Monday morning (two days before my surgery) and they assured me that it would not be cancelled. I told them that I was a nurse and took off PTO from work and needed 48 hours to cancel any PTO. They still assurred me that I would be fine. Monday afternoon at 4:45pm they called and canceled it. My surgery was supposed to be on Wednesday morning at 7am. I asked if they can reschedle me for another date maybe that week since they said they would open either that week or the following. They told me the soonest they could get was Halloween. I told her that wouldnt work and that I had two kids and no PTO from work since I was forced to take that week off. I called her back and requested a refund. She stated that she can talk to the doctor and see if they can open up another day that month but I told her it had to be that week due to recovery time. They were not nice at all when I was asking questions and acted frustrated. I called back to request them to process the refund but nobody answered but they did post Tik Tok videos on their website the same time I was trying to call in. They called me Friday saying I can have surgery Monday morning but I told them that I cant do that because I had to be back to work on Wednesday. If they had told me on Monday that I would he could have done the following Monday i could have spoken to my job,.They refunded the $8100 but not the $500 deposit. They told me that the deposit was non-refundable. According to their paperwork the deposit is non-refundable if the patient cancels surgery. It says nothing if the facility cancels the surgery. I have went around and around with them about getting my $500 back since I cant have the surgery but they flat out refuse to refund my money.

  Business Response

  Date: 11/07/2022

  In response to a complaint that was submitted on 10/25/2022 towards Eberbach Plastic *****************************************

  The patient, *******************************, scheduled to have surgery with Dr. ******* on 9/28/2022. She had her pre-operative appointment in our office on 9/14/2022 which is when she paid for her surgery in full. The Monday before her surgery, 9/26/2022, our area was placed in a hurricane warning and around 4:00pm a county order came through letting us know that all buildings in "flood zone A" were to evacuate and we were unable to stay open until further notice. Our office immediately contacted every patient on the schedule for the remainder of the week to reschedule their appointments. We contacted ******* to let her know that we have to reschedule her surgery and immediately offered her our next opening, which was mid- November. She explained that she would need to have her surgery in the month of October because of her work schedule. We let her know that we were in the process of moving the schedule around and we'd do our best to help accommodate her schedule. On Friday, 9/30/2022, after the storm passed and luckily did not affect our area, we contacted ******* to let her know that we were going to be able to have surgery on Monday 10/3/2022 and we offered that spot to her. She told us that she could not have surgery that day because her work wouldn't allow her to have any additional time off even though a few days prior she told us she needed an October surgery date. She asked for a full refund of her surgery to include the non-refundable $500 deposit she paid when she scheduled her surgery. We explained to her that we would refund the surgery amount but would need to get approval from management to refund the deposit considering the surgery was cancelled due to circumstances out of our control and the fact that she was given the following Monday to have surgery. A request was submitted to management and the request was denied. At that time ******* appealed the denial and wanted to speak with a manager. The executives of ********************* who bought the practice in Feb. 2022, are out of Georgia and it takes time to get the information to them and for them to contact the patient. One of the executives of *** contacted ******* on 10/25/2022 and approved for her deposit to be refunded. This is the same day she made a complaint with the BBB. When our office received a letter from the BBB letting us know of the complaint, we reached out to ******* who said she would remove the complaint since she received the refund. 

   

  Please feel free to contact me with any questions. 

  Thank you,

   

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

  Patient Coordinator
  **********************

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