Business Profile

Plastic Surgery

Mia Aesthetics Clinic, LLC

Headquarters

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Complaints

This profile includes complaints for Mia Aesthetics Clinic, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

222 total complaints in the last 3 years.
78 complaints closed in the last 12 months.

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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:07/15/2025
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.
October 23, 2025 I had surgery with Dr. ***** in ********* office. The surgery consisted of removal in implants, breast lift with making aerolas smaller. Lipo 360 and lipo on inner ********* biggest issue is with the inner thighs: the fat was removed in one area of inner thigh, the very top of thigh where canula went in left a lump of fat at top of thigh. The inner thigh where too much fat was taken in one area is now flat and around that area is a ledge which is tissue/fat of rest of ****** other complaint was the aerola are not smaller and needed to be reduced. The breast lift from side view looks lifted but not from front view and there is wrinkling at top of breast. I was told the company will not entertain revision or touch up until 6 months so I would need to wait until then. I waited the required time and contacted *** Aesthetics in ********* and was told I need to email everything as they don't have phones in that ***** I did what was asked and also sent pics (when I sent pic of inner thighs I was holding it with one hand to try and show the entire area). In the email I stated the inner thigh problem and what I thought it needed which is some fat placed back in the dented area and smoothing of the outer edges to blend.I received an email back one month later stating that Dr. ***** will not re touch/revise thighs - he did state I was approved for lipo and fat transfer to thighs which is exactly what is needed to fix the inner thighs. He also stated b****** are as expected.
Business Response
Date: 07/16/2025
To Whom It May Concern:
*** Aesthetics ***** has just received the attached July 15, 2025, letter from the BBB along with the enclosed Consumer Complaint Form for the referenced individual. Although *** would like to respond in a substantive manner, as with all patients, *** cannot disclose any patient information unless a patient expressly authorizes that disclosure in writing by executing a HIPAA consent form. In turn, as with all patients, absent a signed HIPAA consent form, *** is unable to disclose the protected health information of any patient to your office. If your office obtains an executed HIPAA consent form, then *** would be happy to respond in a substantive manner to the Consumer Complaint.
Please feel free to reach out to me should you have any further questions.
Thank you,
Customer Answer
Date: 07/18/2025

Complaint: 23604376

I am rejecting this response because: Please see attached signed Hipaa release form.

Sincerely,

****** ******
Business Response
Date: 07/18/2025
Thank you for taking the time to respond. Unfortunately, *** has not received the requested HIPPA consent form to allow it to respond in a substantive manner. Of note, the form provided does not contain the letterhead indicating it is the correct form issued by the Better Business Bureau. Without this form and express authorization from the patient, *** is legally obligated not to respond for the safety and security of the patient's protected health information. Once *** has received the patient's express and written authorization with the appropriate form, *** will be happy to move forward with responding to the BBB submission.
At your earliest convenience, please refer to the BBB for the correct form to complete.
We appreciate your patience. Please let me know if you have any questions about the form or the process.
Customer Answer
Date: 07/21/2025
I recently sent over the hippa release and wanted to make sure you received it.
Thank you, ****** ******
Customer Answer
Date: 07/23/2025

Complaint: 23604376

I am rejecting this response because: Please see attached updated Hipaa release form.

Sincerely,

****** ******
Business Response
Date: 07/23/2025
Thank you for the opportunity to respond to the complaint submitted regarding services provided by Mia ******************************* reviewing the information provided by the patient, we would like to note that the submission references a future date of October 23, 2025, as the date of surgery. As this date has not yet occurred, the timeline outlined in the complaint does not align with our records or our ability to investigate this matter accurately.
In order to proceed with a thorough review and response, we respectfully request that the patient revise their submission with the correct date of surgery and ensure all timeline references are accurate. Once this has been corrected, we will reopen the investigation and provide a detailed response based on our records and the concerns expressed.
We remain committed to addressing patient concerns in a timely and professional manner and look forward to resolving this matter once accurate information is submitted.
Customer Answer
Date: 07/24/2025
The date of surgery was 10/23/24.
Customer Answer
Date: 07/24/2025

Complaint: 23604376

I am rejecting this response because: The date of surgery was 10/23/24.

Sincerely,

****** ******
Business Response
Date: 07/24/2025
Thank you for the opportunity to respond to the complaint submitted by Ms. ****** ****** regarding her procedure at *** ****************** with Dr. ***** on October 23, 2024.
After a thorough review of the patients records, submitted photos, email communications, and follow-up evaluations, we must respectfully deny her request for a no-cost revision or touch-up procedure. This determination is based on the surgeons medical discretion, the nature of the concerns raised, and the terms acknowledged by the patient prior to surgery.
Touch-Up Policy Clarification
Ms. ****** submitted her non-refundable booking fee on July 26, 2024, at which point she agreed to *** ****************** Terms & Conditions, including Section 19 on touch-up procedures. As outlined, touch-ups may be offered within one year of surgery, solely at the surgeons discretion, and are limited in scope. They are not intended to cover additional or repeat procedures.
Following a full assessment of the patients concernsincluding in-person evaluations (January 22 and April 14, 2025) and submitted imagesDr. ***** determined that a touch-up would not realistically address her concerns. Instead, he recommended a secondary procedure: liposuction with fat transfer to the thighs. This recommendation exceeds the scope of a touch-up and falls under an elective, chargeable revision.
While a touch-up, if approved, waives the surgeons fee, the Terms & Conditions clearly state that operating room and anesthesia fees ($2,500$3,500) still apply.
No Guarantee of Results
Per Section 22 (No Warranty) of the Terms & Conditions, patients acknowledge that surgical results are not guaranteed and that fees are paid for services renderednot for specific outcomes. Variables such as healing response, skin elasticity, and lifestyle factors can impact results outside the surgeons control.
Informed Consent
Prior to her surgery, Ms. ****** signed the Informed Consent form acknowledging her understanding of the surgical risks, limitations, and the possibility of needing additional procedures. She also agreed to all related charges, including for any future treatments.
Final Determination
Based on the surgeons professional judgment, the requested revision is not considered a touch-up but rather a new procedure. As such, *** ****************** must respectfully decline the request for a no-cost correction. However, we remain committed to supporting our patients and are happy to assist Ms. ****** in scheduling the recommended procedure should she wish to proceed.
We regret any dissatisfaction and appreciate the opportunity to clarify our position.
Initial Complaint
Date:07/09/2025
Type:Service or Repair Issues
Status:
ResolvedMore 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.
Complainant: ******** ******* Business: *** ******************* *******, ** Surgeon: ************* of Surgery: April 25, 2025 Description of Complaint:I underwent a breast augmentation procedure at *** ****************** performed by Dr. **** on April 25, 2025. Within a week post-surgery, my saline implant deflated, which was medically confirmed on June 18, 2025. I attempted to bring this issue to their attention many times, but was told its normal and I just need to give it more time. Despite this implant failure, the clinic has refused to provide a timely revision surgery without charging me full surgical, anesthesia, and operating room fees again.Although the implant manufacturer warranty covers replacement of the implant, *** ****************** has informed me that they do not file the documents for warranty until after the revison, and only after I pay a full ***** to them. The clinic has failed to provide appropriate post-operative care and has not followed up with any meaningful resolution to address this serious issue.I believe this situation may involve breach of contract, medical negligence related to post-operative care, and possible deceptive business practices or consumer rights violations.Requested Resolution:I seek a fair resolution that includes a timely corrective surgery without incurring the full additional surgical fees and proper follow-up care. I expect *** ****************** to honor the manufacturer warranty and to take responsibility for the failed implant and lack of adequate post-operative support. Or a full refund so that I may seek proper care elsewhere.I have documentation including implant serial numbers, email correspondence with the **********************, photos, and written confirmation of the clinics refusal to resolve this issue fairly, and I am willing to provide these upon request.Thank you for your assistance in resolving this matter.
Business Response
Date: 07/09/2025
To Whom It May Concern:
*** Aesthetics ***** has just received the attached Insert date July 9, 2025, letter from the BBB along with the enclosed Consumer Complaint Form for the referenced individual. Although *** would like to respond in a substantive manner, as with all patients, *** cannot disclose any patient information unless a patient expressly authorizes that disclosure in writing by executing a HIPAA consent form. In turn, as with all patients, absent a signed HIPAA consent form, *** is unable to disclose the protected health information of any patient to your office. If your office obtains an executed HIPAA consent form, then *** would be happy to respond in a substantive manner to the Consumer Complaint.
Please feel free to reach out to me should you have any further questions.
Thank you,
Customer Answer
Date: 07/09/2025

Better Business Bureau:

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

Sincerely,

******** *******
Initial Complaint
Date:07/07/2025
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.
This company canceled my surgery on the day off and did not even try to rectify the situation based upona mis communication between the concierge and doctor (not my fault) I not even asking for deposit back. They charged my card almost 5000 and did not perform services all I asking is for the money back. They did not perform I will take the deposit as loss
Business Response
Date: 07/08/2025
To Whom It May Concern:
*** Aesthetics ***** has just received the attached July 7, 2025, letter from the BBB along with the enclosed Consumer Complaint Form for the referenced individual. Although *** would like to respond in a substantive manner, as with all patients, *** cannot disclose any patient information unless a patient expressly authorizes that disclosure in writing by executing a HIPAA consent form. In turn, as with all patients, absent a signed HIPAA consent form, *** is unable to disclose the protected health information of any patient to your office. If your office obtains an executed HIPAA consent form, then *** would be happy to respond in a substantive manner to the Consumer Complaint.
Please feel free to reach out to me should you have any further questions.
Thank you,
Customer Answer
Date: 07/08/2025

Complaint: 23566837

I am rejecting this response because: Please see attached signed hipaa release form.

Sincerely,

**** *********
Business Response
Date: 07/14/2025
Thank you for the opportunity to respond to the refund complaint submitted by **** ********* regarding her experience with *** ******************.
After a full review of this matter, *** ****************** must respectfully deny the patients refund request. The patient agreed to the companys Terms & Conditions upon placing her deposit, which include clear and specific policies regarding cancellations, refund eligibility, pre-operative medical requirements, and financial disputes.
The patient was originally scheduled for an Extended Tummy Tuck procedure and attended two separate pre-operative appointments. Prior to both appointments, she received multiple communications via voicemail and email from our concierge team outlining the requirements for surgery, including maintaining a Body Mass Index (BMI) within a specified range and discontinuing restricted medications such as amphetamines. On February 17, 2025, the patient signed the "Medications to Avoid Prior to Surgery" form, confirming that she had been informed of these restrictions.
At her first pre-op appointment on April 10, 2025, the patient tested positive for amphetamines. Per Section 11.5 of the signed Terms & Conditions, a positive drug screen results in immediate cancellation and forfeiture of all monies paid. However, as a courtesy and with management approval, *** ****************** waived the $1,500 drug-related cancellation fee and offered to reschedule her procedure.
Despite this, the patient filed a chargeback with her financial institution on April 30, 2025. This dispute was resolved in *** ******************' favor. The patient was then notified in writing and over the phone of the risks and consequences associated with disputing chargesspecifically, that it would impact her refund eligibility and ability to continue services.
The patient was rescheduled for surgery and returned for her second pre-op appointment on May 23, 2025. At this appointment, she was canceled again, this time due to having a BMI of *****, which exceeds the allowable limit for a tummy tuck per Section 11.1 of the Terms & Conditions. Again, this was a clearly communicated clinical requirement, and one the patient had been reminded of multiple times prior to her appointment. Following the second cancellation, the patient initiated another chargeback, despite having been advised that doing so would void further eligibility for services or refunds. This second dispute was also resolved in *** ******************' favor.
Under Section 21.2 of the patients contract, any cancellation on the day of surgery or due to failure to meet medical requirements results in a $2,500 cancellation fee in addition to the non-refundable booking fee. Section 11.5 further states that a positive drug test forfeits all monies paid. In addition, the Disputes clause in the signed agreement explicitly outlines that if a patient files a dispute for valid charges, the Company reserves the right to cancel all services, remove the patient from the schedule, and deem all payments forfeited.
Given the circumstancesincluding two medical disqualifications, multiple opportunities to reschedule, waived fees, and two financial disputes initiated after clear warnings*** ****************** acted in accordance with its policies and upheld all contractual obligations. No services were rendered because the patient did not meet the pre-operative clinical clearance criteria required to proceed with surgery, and the repeated disputes directly voided her eligibility for refund consideration.
We regret that the patient is dissatisfied with the outcome but must stand by our policies in this matter. This refund denial was finalized on July 7, 2025.
Customer Answer
Date: 07/21/2025

To Whom It May Concern,

I am writing to formally express my deep distress and frustration with Mia ********** and to submit this rebuttal regarding their refusal to issue a refund for a surgery that was never performed. I have made multiple sincere efforts to resolve this matter directly, only to be met with miscommunication, contradiction, and outright dismissal.

I have now lost thousands of dollars in non-refundable expenses including travel, childcare, lab work, supplies, and time off work all due to the surgery center's failure to communicate properly and act in good faith. I will never be made whole again, emotionally or financially.

The first cancellation occurred after I disclosed, during my pre-op appointment, that I was taking anxiety medication. I was told it was fine to continue, and yet they still scheduled me for surgery the very next morning only to turn me away at the door. That moment was emotionally devastating. The doctor said I could return in two weeks, but later, the concierge called and told me to wait a month another misstep that showed a complete lack of internal coordination.

In the time between, I stopped taking all medications, followed their guidance, and returned for a second scheduled surgery. During this time, I was advised by the billing department not to pursue a credit card dispute and instead bring cash to the appointment which I did, in full compliance, and in good faith.

But once again, I was denied. This time, the doctor said my *** was 32.9, and he did not want to proceed. I reminded him that the centers website states they accept patients with a BMI under 34, but he dismissed it and claimed the concierge staff doesn't understand medical guidelines. If that's the case, why are they communicating key surgical criteria to patients at all?

To make matters worse, they were fully aware of my medication use before accepting my payment and still processed it, knowing full well they would not proceed. That is not just unethical, it's robbery. They accepted my money, gave me the green light, and then found reasons to deny me after the fact not once, but twice.

In addition, the credit card dispute policy was not explained to me up front, only buried in fine print. This should be clearly disclosed to every patient before payment is taken, especially given how frequently things can change during the surgical process. Patients deserve transparency and the chance to make informed decisions not to be financially punished for trusting the very professionals who are supposed to guide them.

I am not asking for my deposit back. I am asking to be refunded for the surgery that was never performed. That is the absolute minimum that should be done.

I urge the Better Business Bureau to consider the emotional toll, financial loss, and ethical violations Ive endured in this situation. No patient should be treated this way.

Sincerely,
**** ********* hill

Customer Answer
Date: 07/21/2025

Complaint: 23566837

I am rejecting this response because:

Sincerely,

**** *********
To Whom It May Concern,

I am writing to formally express my deep distress and frustration with *** Aesthetics and to submit this rebuttal regarding their refusal to issue a refund for a surgery that was never performed. I have made multiple sincere efforts to resolve this matter directly, only to be met with miscommunication, contradiction, and outright dismissal.

I have now lost thousands of dollars in non-refundable expenses including travel, childcare, lab work, supplies, and time off work all due to the surgery center's failure to communicate properly and act in good faith. I will never be made whole again, emotionally or financially.

The first cancellation occurred after I disclosed, during my pre-op appointment, that I was taking anxiety medication. I was told it was fine to continue, and yet they still scheduled me for surgery the very next morning only to turn me away at the door. That moment was emotionally devastating. The doctor said I could return in two weeks, but later, the concierge called and told me to wait a month another misstep that showed a complete lack of internal coordination.

In the time between, I stopped taking all medications, followed their guidance, and returned for a second scheduled surgery. During this time, I was advised by the billing department not to pursue a credit card dispute and instead bring cash to the appointment which I did, in full compliance, and in good faith.

But once again, I was denied. This time, the doctor said my *** was 32.9, and he did not want to proceed. I reminded him that the centers website states they accept patients with a BMI under 34, but he dismissed it and claimed the concierge staff doesn't understand medical guidelines. If that's the case, why are they communicating key surgical criteria to patients at all?

To make matters worse, they were fully aware of my medication use before accepting my payment and still processed it, knowing full well they would not proceed. That is not just unethical, it's robbery. They accepted my money, gave me the green light, and then found reasons to deny me after the fact not once, but twice.

In addition, the credit card dispute policy was not explained to me up front, only buried in fine print. This should be clearly disclosed to every patient before payment is taken, especially given how frequently things can change during the surgical process. Patients deserve transparency and the chance to make informed decisions not to be financially punished for trusting the very professionals who are supposed to guide them.

I am not asking for my deposit back. I am asking to be refunded for the surgery that was never performed. That is the absolute minimum that should be done.

I urge the Better Business Bureau to consider the emotional toll, financial loss, and ethical violations Ive endured in this situation. No patient should be treated this way.

Business Response
Date: 07/22/2025
Thank you for allowing us the opportunity to provide a final response to Ms. ********** rebuttal regarding her refund request.
At *** ******************* we are committed to providing a positive patient experience, but we must also adhere to clearly outlined policies and medical protocols to ensure the safety and appropriateness of care.
Upon full review of this case, we must respectfully reaffirm our position that Ms. ********* is not eligible for a refund.
Key Facts:
1. Preoperative Requirements Clearly **************************************** received multiple communicationsvia email and phoneregarding preoperative expectations, including BMI restrictions and medication prohibitions. These requirements were reviewed, signed, and acknowledged by the patient in writing, including the Medications to Avoid Prior to Surgery form.
2. First Cancellation Positive Drug Screen (Amphetamines):
On April 10, 2025, Ms. ********* tested positive for amphetamines. Under Section 11.5 of the signed Terms & Conditions, a positive drug test results in the forfeiture of all monies paid. However, as a courtesy, the $1,500 drug-related cancellation fee was waived and she was offered a reschedule opportunity.
3. Chargeback Filed After First Cancellation:
On April 30, 2025, the patient initiated a chargeback despite having been rescheduled. Per Section 18 of our Terms & Conditions, initiating a chargeback voids refund eligibility and future service. This was clearly communicated in writing and by phone.
4. Second Cancellation Exceeded BMI Requirements:
On May 23, 2025, at her rescheduled pre-op, the patient presented with a BMI of *****, exceeding the medically acceptable threshold for a tummy tuck. The clinical requirement for this procedure is a BMI under 34, as communicated multiple times. The decision to cancel was made by the surgeon based on clinical safety, not front-office error.
5. Disputes Resolved in Favor of *** ******************:
Ms. ********* initiated two separate financial disputes with her bank. Both were reviewed and resolved in *** ****************** favor, validating the charges based on our policy and the signed contractual agreement.
6. Terms & Conditions *************************************** signed and accepted all Terms & Conditions, which clearly outline that:
- All bookings include a non-refundable deposit.
- A same-day cancellation due to medical disqualification or failure to meet requirements incurs a $2,500 cancellation fee.
- Filing a chargeback forfeits the right to future services or refunds.
Final Determination:
While we empathize with the patients frustrations caused by her cancellations, *** ****************** operated in full alignment with its contractual terms, communicated policies, and medical standards. No procedure was performed because Ms. ********* failed to meet essential clinical requirementsnot due to administrative error.
This matter has been thoroughly reviewed and addressed. No further refund can be granted, and *** ****************** considers this case closed.
Initial Complaint
Date:06/28/2025
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 paid *** Aesthetics in *********** for a BBL and Lipo 360 for a surgery date of 5/23/25. On that day after the surgery as I was waking up in the recovery room I had an attendant on both sides of me helping me off the table. I told them I didn't feel right. I began to faint in their arms. They tore open 2 individual packages of ammonia wipes and waved them under my nose to keep me from completely passing out. They sat me in a wheelchair and discharged me ****************************************************** I blackout fainted a number of times after that falling on cement streets. When I went to the hospital I was told by the ER doctor that during that surgery I lost a life threatening amount of blood. I received multiple blood transfusions at the hospital. After 2 nights the hospital sent me home. It was normal after that type of plastic surgery for areas of my hips and torso to be numb but when I began to get feeling back in my hips my right hip was in unbearable pain. My primary care doctor thought I could have had a fractured hip and she sent me to the hospital. During my 9 day additional stay at the hospital I learned that not only did *** Aesthetics not value the amount of blood I lost during the surgery, they also must have not valued cleanliness during my surgery because the hospital found that there was a tissue eating culture in my right hip. Even aggressive antibiotics alone couldn't fight this tissue eating culture. The hospital had to perform surgery to get it out. I was told that type of culture could lead to amputation if it had reached bone. So I could have lost every bone down on my body from my right hip. Now I have 2 large deep open wounds on my right hip and for the next several weeks have daily in home nursing visits for wound care as those areas slowly heal up. Frankly, I believe I am lucky to be alive after my surgery with *** Aesthetics in ***********.
Business Response
Date: 06/30/2025
To Whom It May Concern:
*** Aesthetics ***** has just received the attached June 28, 2025, letter from the BBB along with the enclosed Consumer Complaint Form for the referenced individual. Although *** would like to respond in a substantive manner, as with all patients, *** cannot disclose any patient information unless a patient expressly authorizes that disclosure in writing by executing a HIPAA consent form. In turn, as with all patients, absent a signed HIPAA consent form, *** is unable to disclose the protected health information of any patient to your office. If your office obtains an executed HIPAA consent form, then *** would be happy to respond in a substantive manner to the Consumer Complaint.
Please feel free to reach out to me should you have any further questions.
Thank you,
Customer Answer
Date: 07/02/2025

Complaint: 23533007

I am rejecting this response because: Please see attached Hipaa release form.

Sincerely,

******** ******-******
Business Response
Date: 07/03/2025
Thank you for the opportunity to respond to Ms. ******* complaint regarding her May 23, 2025 procedure at *** ****************** ********, ** location.
Summary of Patients *********************************** asserts that during her BBL/Lipo 360 on May 23, 2025, she lost a life-threatening amount of blood, received inadequate post-op monitoring, fainted repeatedly, fell outside her hotel, and developed a tissue eating culture in her right hip requiring surgical debridement and prolonged hospitalization.
Clinics Findings & Response
1. Intraoperative Blood Loss
- Our PACU nursing records and the surgeons operative note document blood loss commensurate with standard BBL/Lipo 360 procedures. No transfusions were required by our team, and Ms. ****** was hemodynamically stable on discharge.
2. Post-op Monitoring and Fainting
- Clinical records confirm Ms. ****** was alert, under staff supervision, and discharged following standard post-anesthesia protocols. Recovery nurses report no fainting events in our facility.
- Ms. ******* post-discharge falls occurred outside her hotel, per her own subsequent statements to her outpatient providers, and were not witnessed or reported by *** ****************** staff.
3. Alleged Infection
- All surgical suites undergo rigorous sterilization per *** and **************** standards.
- No documentation of surgical-site infection appears in our post-op notes during the surgery, and Ms. ******* re-admissions occurred at unrelated hospitals after her reported falls.
4. Post-Op Follow-Up Attempts
- Ms. ****** missed her in-office post-op appointment on June 6, 2025.
- We reached out by phone on June 9 and June *****, and by email on June 26, 2025, to coordinate her care and to obtain additional information in relation to her Post Op Escalation only being able to speak to the patient on 6/16 and 6/17 as the patient advised to talk to her Hospital doctor and not her.
Conclusion & Request for Case Closure
Based on the above, *** ****************** has fully complied with all standard of care requirements. The allegations of excessive hemorrhage, inadequate monitoring, and surgical-site infection are not supported by our clinical documentation, which attribute her complications to falls outside our care. Therefore, we respectfully request that the BBB close this case under the Repair Issues category.
We remain committed to patient safety and quality of care. Should she need any additional support our Post Op team is here to engage and partner in her recovery.
Customer Answer
Date: 07/03/2025

Complaint: 23533007

I am rejecting this response because:
This response from Mia ****************** is a lie. They put my life at risk. They will not be able to dispute the hospital records showing the damage they and their non-sterile surgical room did to me. Im lucky to be alive after losing a life threatening amount of blood during the surgery in their Brooklyn office. After the infection their dirty surgical environment caused me, I was told Im lucky I didnt have to have an amputation. I have an attorney, and will see them in court.

Sincerely,

******** ******-******
Business Response
Date: 07/03/2025
Thank you for your candid feedback. We take your concerns very seriously and want to ensure that all relevant information is carefully reviewed.

While our clinical records and PACU nursing notes reflect standard blood loss, sterile technique, and post-operative monitoring consistent with our protocols, we understand that you have received additional documentation from your hospital providers. To help us reconcile your experience with our records, please share any hospital discharge summaries, operative notes, pathology reports, or other clinical documentation that describes:

-The volume of blood loss you sustained and any transfusion details
-Findings of infection, including culture results and surgical reports that identify *** Aesthetics as the origin of these cultures
-Any recommendations for further treatment

Upon receipt of those records, we will promptly review them and provide you with updated guidance.

We also note your intent to pursue legal action. Please be aware that the BBB process is intended for mediation of consumer service issues and is not a legal forum. If you have retained counsel, we recommend forwarding all correspondence through your attorney so that we may coordinate directly with them.

We remain committed to patient safety and transparency. As soon as we receive your supporting documentation, we will follow up with you and the BBB with our findings.
Customer Answer
Date: 07/03/2025
As soon as *** ****************** knew I was in the hospital having multiple complications from their plastic surgery they began to set appointments without my requesting an appointment and without my agreement to any appointment. I have dated text threads asking why they were doing this, and clearly letting them know I was in the hospital. I can see now that *** was trying to cover themselves for the mistakes they made. I personally no longer trusted them with the safety of my care once I realized they didnt care at all about the volume of blood I lost during the surgery. When I spoke to *** their ************** tried to make me feel like this was all normal probably so that I wouldnt seek post plastic surgery hospital care. Also on the day of surgery they are claiming I wasnt fainting in the recovery room here on the BBB website, but thats funny because I still have the 2 remaining ammonia packets that the *** ************** handed my friend when she stated, these are for if she starts to faint again. I have multiple eyewitness accounts as well as camera footage. My spouse, my hospital doctor, his surgical **** and I made every effort to try to communicate with *** ****************** to get the plastic surgery report notes in an attempt to have my hospital **** be as prepared as possible to save me from the infection caused by the plastic surgery, but the *** ****************** **** did not help at all. I should also share on the day of the plastic surgery the *** ****************** **** did not send me home with any of the after surgery items I paid for except a single stage 1 garment. Even though the *** **** knew I was in the hospital, their **** made me spend weeks requesting the items they neglected to send me home with that I had already paid for. I still havent received my stage 2 garment even though I have text messages showing I sent them my measurements. After everything they put me through how could they possibly think I would feel safe with seeing them in person or being in their care again even for a post-op appointment. I do not trust them. Im afraid of other women going through what *** ****************** put me through. And I can see reading the BBB comments that Im not the only woman to have a life threatening loss of blood or an infection after a surgery with *** ******************.
Initial Complaint
Date:06/22/2025
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.
In April 2024, I underwent breast augmentation surgery with Dr. ******* at *** Aesthetics' ***** location. Approximately three months post-surgery, as the initial swelling subsided and implants began settling, I noticed significant rippling on all sides of both implants.When I contacted ******************** regarding this concern, I was asked to return for an in-person consultation, requiring an 8-hour round-trip drive. During this visit, Dr. ******* spent approximately five minutes examining me and recommended waiting longer for healing before considering revision surgery. He suggested a potential correction involving a periareolar incision (described as "cutting a donut shape around the areola").Following his recommended waiting period, I initiated contact with customer service manager ******* ******** in August 2024. Over the subsequent months through January 2025, communication became increasingly difficult. Despite repeated promises of follow-up and explanations about office delays, Mr. ******** eventually ceased responding to my correspondence entirely.The complications have persisted and worsened. The rippling remains prominent across both *******, causing significant self-consciousness. Additionally, my right implant has rotated multiple times. A consultation with another surgeon indicated that these issues likely stem from the implant being undersized for the surgical pocket created during the original procedure.Despite my efforts to work within their systemincluding multiple office visits, extensive photo documentation submitted to various staff members, and months of attempted communicationMIA Aesthetics has discontinued responding to my concerns. The unresolved complications continue to affect my quality of life and confidence
Business Response
Date: 06/23/2025
To Whom It May Concern:
*** Aesthetics ***** has just received the attached June 22, 2025, letter from the BBB along with the enclosed Consumer Complaint Form for the referenced individual. Although *** would like to respond in a substantive manner, as with all patients, *** cannot disclose any patient information unless a patient expressly authorizes that disclosure in writing by executing a HIPAA consent form. In turn, as with all patients, absent a signed HIPAA consent form, *** is unable to disclose the protected health information of any patient to your office. If your office obtains an executed HIPAA consent form, then *** would be happy to respond in a substantive manner to the Consumer Complaint.
Please feel free to reach out to me should you have any further questions.
Thank you,
Customer Answer
Date: 07/08/2025

Complaint: 23503532

I am rejecting this response because: Please see attached signed Hipaa release form.

Sincerely,

***** ****
Business Response
Date: 07/08/2025
Thank you for the opportunity to respond to the concerns submitted by our patient, ****************** regarding her surgical experience with *** ****************** and Dr. ******** We appreciate the patients engagement and the opportunity to clarify the facts surrounding her case.
Following her breast augmentation on April 2, 2024, the patient contacted our office to express concerns regarding rippling and dissatisfaction with the size and shape of her results. On August 27, 2024, she was connected directly with ******* ********, *** ****************** Head of Customer Experience, who coordinated ongoing communication and support.
After reviewing clinical images and discussing her concerns, Dr. ******* advised that rippling is not uncommon, especially in patients with limited native tissue to cover the implant. He explained that this condition can result from implant capsule adherence to the dermal layer of the skin and is more frequently observed in the upper pole, though hers presented more unusually in the lower area. As part of his medical recommendation, he prescribed a trial of ********* to potentially help soften the capsule and lessen the visible rippling. He also requested in-person follow-up visits to continue monitoring the healing process before determining the appropriateness of any revision.
******* ******** worked with scheduling to coordinate an in-person consultation for September 13, 2024. At that visit, the physician determined that more time was needed to evaluate healing and suggested a future assessment. ******* and the patient continued contact, and she was advised to return on November 18, 2024, for a follow-up. On November 13, the patient reached out indicating she had not confirmed the appointment and expressed reluctance to drive the long distance. ******* attempted to accommodate a virtual consultation, but was later informed on December 16, 2024, that Dr. ******* does not conduct virtual post-op assessments due to the need for physical examination.
The patient contacted us again on January 8, 2025, but did not confirm or complete booking an in-person visit. On February 1, she expressed dissatisfaction with the overall resolution. In an effort to continue supporting her within the parameters of our policies, a formal Touch-Up Pre-Screening Request Form was sent on March 27, 2025just days prior to the expiration of the one-year eligibility window per her surgery date. Unfortunately, no completed form or response was received from the patient to initiate a clinical evaluation or touch-up review.
Policy & Clinical Considerations:
-Per Section 19 of *** ****************** Terms and Conditions:
-All touch-up procedures are contingent on the clinical judgment and approval of the original operating surgeon.
-Any potential revisions must be initiated and scheduled within one year of the original surgery date.

The Company does not guarantee results and does not warrant any particular outcome (Section 22).
Given that:
-The patient did not complete the required prescreening steps for revision,
-The patients touch-up eligibility expired on April 2, 2025, and
-The condition of rippling is a known possible side effect depending on patient anatomy,

We must respectfully deny the request for a revision or touch-up procedure at this time. While we understand her dissatisfaction and empathize with the impact on her confidence, *** ****************** has acted within our policies, provided continuous clinical and administrative support, and maintained responsiveness through the appropriate channels.
Initial Complaint
Date:06/18/2025
Type:Delivery 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.
Date of Transaction 03/27/2025 Amount of Transaction ********* Business committed to provide me,Mommy Makeover - Breast Aug w Lift (Silicone), TT, 2 Areas of Liposuction Dispute is for Breast Augmentation (Silicone) thats was not performed under the discretion of the surgeon. The business has not tried to resolve the overpayment or refund after numerous attempts of me contacting.
Business Response
Date: 06/18/2025
To Whom It May Concern:
*** Aesthetics ***** has just received the attached June 18, 2025, letter from the BBB along with the enclosed Consumer Complaint Form for the referenced individual. Although *** would like to respond in a substantive manner, as with all patients, *** cannot disclose any patient information unless a patient expressly authorizes that disclosure in writing by executing a HIPAA consent form. In turn, as with all patients, absent a signed HIPAA consent form, *** is unable to disclose the protected health information of any patient to your office. If your office obtains an executed HIPAA consent form, then *** would be happy to respond in a substantive manner to the Consumer Complaint.
Please feel free to reach out to me should you have any further questions.
Thank you,
Customer Answer
Date: 06/19/2025
The day the complaint was submitted was the day that they finally told me they would issue me a refund and close out my case by contacting me the following day knowing that they did not perform that procedure the day after I contacted them Thursday, June 19 when the refund was suppose to finally be submitted,reminder I put in a request to be refunded March 27 2025. Now that I submitted a complaint they tell me they cannot have any communication with me, they will not release my medical records to me showing my medical procedure. That is my right to have and they have no form of communication with me at all whatsoever since I have filed the BBB complaint.
Customer Answer
Date: 06/20/2025

Complaint: 23485212

I am rejecting this response because: Please see attached signed Hipaa release form.

Sincerely,

***** ********
Customer Answer
Date: 06/20/2025
Contact
Business Response
Date: 06/23/2025
To Whom It May Concern:
We appreciate your response. Unfortunately, *** Aesthetics ("***") has not received an executed HIPAA consent form for the referenced individual, and instead, has received additional copies of images initially submitted as part of the enclosed Consumer Complaint Form. *** would like to respond in a substantive manner, but as with all patients, *** is obligated not to disclose any patient information unless a patient expressly authorizes that disclosure in writing by executing a HIPAA consent form. This policy exists to ensure the privacy and security of all *** ********* If your office obtains an executed HIPAA consent form, then *** would be happy to respond in a substantive manner to the Consumer Complaint.
Please reach out to the BBB for this form.
Thank you,
Customer Answer
Date: 06/23/2025
Authorization to ****************************************************** Portability and Accountability Act (HIPAA) and certain state laws require health care providers and health insurance plans to maintain the confidentiality of protected patient health information. Accordingly, to assist you in resolving the complaint you filed with the Better Business Bureau (BBB), we need your written authorization and signature below. Without your authorization, BBB might not be able to provide assistance.

I authorize _Mia Aesthetics __to disclose to BBB protected health information, which may include medical, payment or insurance records, related to the BBB complaint I have filed so that BBB, at my request, may assist in the resolution of my complaint.

I authorize BBB to use and disclose to the business protected health information related to the BBB complaint I have filed to the extent necessary to assist in the resolution of my complaint. I also authorize BBB to use information about my experience for research on marketplace practices, which may lead to publication of aggregate and demographical data but will not result in the publication of protected health information.

I understand that:

1. This authorization to disclose or use my information for complaint resolution purposes expires upon the closing of my complaint.
2. I may revoke this authorization by giving written notice to the business and BBB.
3. If I revoke this authorization, then the BBB might not be able to proceed with its efforts to assist me in resolving my complaint.
4. My treatment, payment, insurance enrollment and eligibility for benefits are not conditioned on signing this authorization, but the information I have authorized may be necessary for BBB assistance.

A photocopy or facsimile of this authorization will be valid

     ***** ******** 06/23/2025          _______________________________
Printed Name Relationship to the Patient
(If the person signing the release is not the patient)

PLEASE NOTE: All complainants 18 years or older who wish to authorize the business to disclose health information to the BBB must sign this authorization, unless they have a guardian or personal representative or are incapacitated. If so, the signer must submit written proof of his/her authority to act for the complainant. A parent or guardian must sign on behalf of a minor, except for an emancipated minor or where law allows a person under 18 to consent to health care treatment without the consent of a parent or guardian.
Message to the BBB on Thursday, June 19, 2025
The day the complaint was submitted was the day that they finally told me they would issue me a refund and close out my case by contacting me the following day knowing that they did not perform that procedure the day after I contacted them Thursday, June 19 when the refund was suppose to finally be submitted,reminder I put in a request to be refunded March 27 2025. Now that I submitted a complaint they tell me they cannot have any communication with me, they will not release my medical records to me showing my medical procedure. That is my right to have and they have no form of communication with me at all whatsoever since I have filed the BBB complaint.
Message to the BBB on Friday, June 20, 2025

Complaint: ********
Customer Answer
Date: 06/24/2025

Complaint: 23485212

I am rejecting this response because: Authorization to ****************************************************** Portability and Accountability Act (HIPAA) and certain state laws require health care providers and health insurance plans to maintain the confidentiality of protected patient health information. Accordingly, to assist you in resolving the complaint you filed with the Better Business Bureau (BBB), we need your written authorization and signature below. Without your authorization, BBB might not be able to provide assistance.

I authorize _Mia Aesthetics to disclose to BBB protected health information, which may include medical, payment or insurance records, related to the BBB complaint I have filed so that BBB, at my request, may assist in the resolution of my complaint.

I authorize BBB to use and disclose to the business protected health information related to the BBB complaint I have filed to the extent necessary to assist in the resolution of my complaint. I also authorize BBB to use information about my experience for research on marketplace practices, which may lead to publication of aggregate and demographical data but will not result in the publication of protected health information.

I understand that:

1. This authorization to disclose or use my information for complaint resolution purposes expires upon the closing of my complaint.
2. I may revoke this authorization by giving written notice to the business and BBB.
3. If I revoke this authorization, then the BBB might not be able to proceed with its efforts to assist me in resolving my complaint.
4. My treatment, payment, insurance enrollment and eligibility for benefits are not conditioned on signing this authorization, but the information I have authorized may be necessary for BBB assistance.

A photocopy or facsimile of this authorization will be valid

Printed Name ***** ******** 06/23/2025 Relationship to the Patient
(If the person signing the release is not the patient)

PLEASE NOTE: All complainants 18 years or older who wish to authorize the business to disclose health information to the BBB must sign this authorization, unless they have a guardian or personal representative or are incapacitated. If so, the signer must submit written proof of his/her authority to act for the complainant. A parent or guardian must sign on behalf of a minor, except for an emancipated minor or where law allows a person under 18 to consent to health care treatment without the consent of a parent or guardian.
Message to the BBB on Thursday, June 19, 2025
The day the complaint was submitted was the day that they finally told me they would issue me a refund and close out my case by contacting me the following day knowing that they did not perform that procedure the day after I contacted them Thursday, June 19 when the refund was suppose to finally be submitted,reminder I put in a request to be refunded March 27 2025. Now that I submitted a complaint they tell me they cannot have any communication with me, they will not release my medical records to me showing my medical procedure. That is my right to have and they have no form of communication with me at all whatsoever since I have filed the BBB complaint.
Message to the BBB on Friday, June 20, 2025

Complaint: 23485212

Sincerely,

***** ********
Business Response
Date: 06/24/2025
To Whom it May Concern:
We appreciate the opportunity to respond to the enclosed complaint. Unfortunately, *** has still not received express, written consent sufficient to permit us to respond in a substantive manner to the complaint. Instead, we have received a request for disclosure that falls outside the standard TPO allowances with no applicable legal exception. We are therefore required by law to have a signed ***** release form prior to releasing your records.
Under the ***** Privacy Rule (specifically 45?C.F.R. ?*******), we may only share your protected health information (PHI) in ways not covered by treatment, payment, or health-care operations if we first obtain your written authorization.

Once we receive your signed authorization form, we will be able to move forward promptly with your Better Business Bureau (BBB) submission.

We appreciate your patience. Please let me know if you have any questions about the form or the process.
Customer Answer
Date: 06/24/2025
Authorization to ****************************************************** Portability and Accountability Act (HIPAA) and certain state laws require health care providers and health insurance plans to maintain the confidentiality of protected patient health information. Accordingly, to assist you in resolving the complaint you filed with the Better Business Bureau (BBB), we need your written authorization and signature below. Without your authorization, BBB might not be able to provide assistance.

I authorize _Mia Aesthetics __to disclose to BBB protected health information, which may include medical, payment or insurance records, related to the BBB complaint I have filed so that BBB, at my request, may assist in the resolution of my complaint.

I authorize BBB to use and disclose to the business protected health information related to the BBB complaint I have filed to the extent necessary to assist in the resolution of my complaint. I also authorize BBB to use information about my experience for research on marketplace practices, which may lead to publication of aggregate and demographical data but will not result in the publication of protected health information.

I understand that:

1. This authorization to disclose or use my information for complaint resolution purposes expires upon the closing of my complaint.
2. I may revoke this authorization by giving written notice to the business and BBB.
3. If I revoke this authorization, then the BBB might not be able to proceed with its efforts to assist me in resolving my complaint.
4. My treatment, payment, insurance enrollment and eligibility for benefits are not conditioned on signing this authorization, but the information I have authorized may be necessary for BBB assistance.

A photocopy or facsimile of this authorization will be valid

     ***** ******** 06/23/2025          _______________________________
Printed Name Relationship to the Patient
(If the person signing the release is not the patient)

PLEASE NOTE: All complainants 18 years or older who wish to authorize the business to disclose health information to the BBB must sign this authorization, unless they have a guardian or personal representative or are incapacitated. If so, the signer must submit written proof of his/her authority to act for the complainant. A parent or guardian must sign on behalf of a minor, except for an emancipated minor or where law allows a person under 18 to consent to health care treatment without the consent of a parent or guardian.

Complaint: 23485212

Customer Answer
Date: 06/30/2025

Authorization to Release Health Information

The **************** Portability and Accountability Act (HIPAA) and certain state laws require health care providers and health insurance plans to maintain the confidentiality of protected patient health information. Accordingly, to assist you in resolving the complaint you filed with the Better Business Bureau (BBB), we need your written authorization and signature below. Without your authorization, BBB might not be able to provide assistance.

I authorize _Mia Aesthetics __to disclose to BBB protected health information, which may include medical, payment or insurance records, related to the BBB complaint I have filed so that BBB, at my request, may assist in the resolution of my complaint.

I authorize BBB to use and disclose to the business protected health information related to the BBB complaint I have filed to the extent necessary to assist in the resolution of my complaint. I also authorize BBB to use information about my experience for research on marketplace practices, which may lead to publication of aggregate and demographical data but will not result in the publication of protected health information.

I understand that:

1. This authorization to disclose or use my information for complaint resolution purposes expires upon the closing of my complaint.
2. I may revoke this authorization by giving written notice to the business and BBB.
3. If I revoke this authorization, then the BBB might not be able to proceed with its efforts to assist me in resolving my complaint.
4. My treatment, payment, insurance enrollment and eligibility for benefits are not conditioned on signing this authorization, but the information I have authorized may be necessary for BBB assistance.

A photocopy or facsimile of this authorization will be valid

     ***** ******** 06/23/2025          _______________________________
Printed Name Relationship to the Patient
(If the person signing the release is not the patient)

PLEASE NOTE: All complainants 18 years or older who wish to authorize the business to disclose health information to the BBB must sign this authorization, unless they have a guardian or personal representative or are incapacitated. If so, the signer must submit written proof of his/her authority to act for the complainant. A parent or guardian must sign on behalf of a minor, except for an emancipated minor or where law allows a person under 18 to consent to health care treatment without the consent of a parent or guardian.
Customer Answer
Date: 06/30/2025
Signed form provided
Customer Answer
Date: 06/30/2025

Complaint: 23485212

I am rejecting this response because: Please see attached signed Hipaa release form. Thanks

Sincerely,

***** ********
Business Response
Date: 07/01/2025
Thank you for the opportunity to address this matter. We appreciate the patients feedback and would like to provide clarity regarding the concerns raised.
The patient initially scheduled and paid for a Mommy Makeover procedure, which included a breast augmentation with silicone implants, a breast lift, tummy tuck, and two areas of liposuction. The total amount paid was $12,075.00, which included additional items such as a surgical bra, an ******* pain management injection, and three post-operative massages.
Following the pre-operative evaluation and clinical assessment, the surgeon determined that a standard breast augmentation was not medically or aesthetically appropriate in the patients case. Instead, the surgical plan was revised to include a breast reduction on the left breast and a full lift on both *******, while proceeding with the tummy tuck and liposuction as planned.
It is important to note that while only one breast required reduction, the surgical time, tools, and complexity involved warrant the same billing structure as a bilateral procedure. This is standard practice in aesthetic surgery to account for surgical resources and time required for symmetry and optimal outcomes.
After the procedure, our ****************** identified a $500 difference between the original and adjusted procedure plan. A refund of $500 was issued to the credit card ending in 3060 on April 9, 2025, at 3:00 PM, which brought the patients final invoice to a zero balance.
We have reviewed all correspondence and payment records and can confirm that there are no remaining funds owed. We believe this matter was addressed promptly and transparently following the surgical change and corresponding invoice adjustment.
We remain committed to patient satisfaction and are happy to discuss any further questions the patient may have regarding her procedure details or refund.
Customer Answer
Date: 07/01/2025
when my photos were sent to the concierge I was in notified that a breast augmentation would be needed when I got to the clinic . I initially met with the doctor the day of the procedure and then he notified me that he would not be able to do augmentation. He is not sure why I was charged such a high amount and quoted for that seeing that there was no room for implants to be inserted therefore he had advised me. I should have never been quoted or charged for such a procedure During the procedure there was no augmentation done, there was no breast reduction done I tried to contact me aesthetics for the correct postoperative instructions, and they declined to get back to me or give me my medical records I had to contact the nurse hotline just to get clarification of exactly what the procedure consisted of. The day before Contacting the BBB Was told I would receive a refund for the reduction, augumentation not being preform by the refund department, but then as soon as I completed the complaint after months of no response and no phone calls returned then they said they will not be able to contact me and I would have to go straight through BBB. The $500 refund I received is from a false fraudulent invoice that was created by the concierge that was a duplicate and they had apologize and when I got to the clinic, they explained that the fraudulent upcharge of $500 was so the concierge would profit a commission off of my invoice. I only received a tummy tuck, lipo breast lift. I am due a refund for the augmentation that was never preform along with the reduction that was not preformed! The contract states that I would be refunded the retail price as what I was quoted, paid for on my invoice if it could not be done by the surgeons discretion, which is what took place.
Customer Answer
Date: 07/01/2025
OPERATIVE REPORT
Customer Answer
Date: 07/02/2025
Additional Proof
Invoices
Apology Letter For $500 UPCHARGED Invoice preformed by booking concierge. The $500 refund had no association due to procedure only for the fraudulent upcharge that occurred when booking.
Customer Answer
Date: 07/02/2025
Receipts Of Charges/ Transaction History
Adding in the amount of $12,124
Customer Answer
Date: 07/02/2025

Complaint: 23485212

I am rejecting this response because:It is very concerning that such a large operating company like Mia ****************** would be knowingly and willingly to charge you for a procedure that was not performed, then to give you postoperative information to go home and care for yourself that is completely misleading, and false representation. As well as to not even reach out to you during your recovery time to let you know and clarify the procedure did not take place along with offering a refund when the, *** AESTHETICS CONTRACT  states that if the surgery cannot take place at the discretion of the surgeon, then you would be fully refunded for the retail price of the cosmetic procedure! I did my part on my end by fulfilling the contract! *** ********************** needs to do their part. I had to call at the beginning of my first week post operation adding stress and worrisome to try to get a hold of someone to call me back because I was told at the clinic the day of surgery that someone would reach out to me within ***************************** a refund which I never received any phone call. When requesting to send me my medical records I was told my phone call will be returned in 72 hours multiple times, which never was returned. My medical records were not sent to me until the day after I filed BBB complaint. It is very tiring and exhausting to trust a company with your life at hand undergoing surgery and for them to not have enough courtesy and professionalism to even follow up, refund, bide by there own CONTRACT , call or give you the correct recovery steps. Immediately at my follow up a visit I was notified by a nurse that I did not get a breast reduction either, in the result of the breast argumentation not being able to be performed by discretion of the surgeon. March 27 2025  refund was suppose to begin processing as I was told, it is now July 1 2025  Mia aesthetics has not came forward on willingly reaching out to me or providing me any type of refund! I have all documentation, all invoices, all transactions and all communication documented! With such a big company and such a big reputation it is very surprising also very scary for medical purposes that this company performs in such a manner.

Sincerely,

***** ********
Business Response
Date: 07/02/2025
Thank you again for giving us the opportunity to clarify these matters. We take every concern seriously and aim to resolve them promptly and transparently.
After careful review of the operative report, intraoperative report (this form outlines the details of the procedure performed; we have included the report in this message for your reference), surgical photographs, and anesthesia records, we can confirm that:
- A breast reduction was performed on the left breast and a full lift on both *******, in accordance with the surgeons intraoperative assessment and your safety considerations.
- Your tummy tuck and liposuction of two areas were performed as planned.
- The ******* injection, surgical bra, and ancillary services were all provided and documented.
- Post-operative and recovery instructions were provided to your designated care provider immediately following surgery and remain accessible in your patient portal on the *** Aesthetics website.
- Three post-surgical massages were completed on March 28, April 2, and April 3, and you attended an in-person post-operative follow-up visit at our ********* location on April 2.
Regarding your reference to our Partial-procedure refund provision:
If Patient paid for a separate surgical procedure that Patient did not receive due to the medical discretion of the surgeon then Patient shall be entitled to receive a refund for the amount of the separate surgical procedure that was not received.
Since the surgical plan was revisedrather than canceledand all components (reduction, lift, tummy tuck, liposuction, and ancillary services) were completed, there remains no separate, unperformed procedure eligible for refund under this clause.
We did adjust your invoice to reflect the change from standard augmentation to reduction/lift and issued a $500 credit on April 9, 2025, to the card ending in 3060. Our finance team has reconfirmed that your account balance is now zero and no further refund is due.
We understand the frustration you experienced with follow-up communications and apologize for any delay in returning your calls. We strive to meet our 48- and 72-hour callback commitments, and we regret that we fell short in this instance. Your recovery and satisfaction are very important to us, and we remain available to discuss any remaining questions or to provide post operative support.
Customer Answer
Date: 07/02/2025

Complaint: 23485212

I am rejecting this response because Mia ****************** provided a PREOPERATIVE form not signed by the surgeon, which is not acceptable because I have provided the POSTOPERATIVE form with the correct procedure that was done not the notes! To Clear Up The Confusion, during pre-consultation with the surgeon said he cannot preform the breast augmentation he said he did not understand while reviewing my photos from the concierge department that breast implants should have never been an option for me or added to my invoice because it was clear in my photos and looking at my breast that the implants would not be able to be done in the same procedure with my lift, and if my photos were forwarded directly to him he would have not even approved adding that to my invoice because he would not be able to perform that safely as said in person and was frustrated with Mia ********* adding that to my  invoice and charging me! Therefore I had noted that I was concerned with my left breast being bigger than the right, he said while he performs the breast lift he could see if theres any excess tissue he could remove, but he really would not recommend that He recommended me to come back in six months after the procedure  to reevaluate me. The reduction on the left breast was not done clearly, as stated in the POSTOPERATIVE FORM! As well as being clearly visible. Like I stated before I followed Mia ********* contract, Mia ****************** needs to follow it as well! Refunded the retail price for the breast argumentation that was not performed by the discretion of the surgeon. The $500 refund from before had nothing to do with any surgery procedure at all the $500 refund was for an overcharge invoice of a fraudulent invoice created that was UPCHARGED the $500 from the concierge department.

Sincerely,

***** ********
Customer Answer
Date: 07/02/2025
I am rejecting this response because you have provided a PREOPERATIVE form, which is not acceptable because I have provided the POSTOPERATIVE form with the correct procedure that was done not the notes! To Clear Up The Confusion, during pre-consultation with the surgeon said he cannot preform the breast augmentation he said he did not understand while reviewing my photos from the concierge department that breast implants should have never been an option for me or added to my invoice because it was clear in my photos and looking at my breast that the implants would not be able to be done in the same procedure with my lift, and if my photos were forwarded directly to him he would have not even approved adding that to my invoice because he would not be able to perform that safely as said in person and was frustrated with Mia ********* adding that to my  invoice and charging me! Therefore I had noted that I was concerned with my left breast being bigger than the right, he said while he performs the breast lift he could see if theres any excess tissue he could remove, but he really would not recommend that He recommended me to come back in six months after the procedure  to reevaluate me. The reduction on the left breast was not done clearly, as stated in the POSTOPERATIVE FORM! As well as being clearly visible. Like I stated before I followed Mia ********* contract, Mia ****************** needs to follow it as well! Refunded the retail price for the breast argumentation that was not performed by the discretion of the surgeon. The $500 refund from before had nothing to do with any surgery procedure at all the $500 refund was for an overcharge invoice of a fraudulent invoice created that was UPCHARGED the $500 from the concierge department.
Customer Answer
Date: 07/02/2025

Customer Answer
Date: 07/02/2025
Documentation
Business Response
Date: 07/03/2025
Thank you for giving us the opportunity to continue to discuss Ms. ********** concerns, as we understand that pricing and surgery plans are sensitive issues. However, upon review of Ms. ********** response, and a thorough investigation of all records of communications between Ms. ******** and **** we would like to clarify several points of information on the forms submitted by *** and that Ms. ******** excluded from her submitted documents.
Intraoperative Report and Pre-Op Form
Please refer to the Intraoperative Report *** has previously provided, as well as the modified image version provided by Ms. ******** labeled Preop_.PNG (Image). We would like to clarify the sections highlighted in the Image.
Please note that the Intraoperative Report is a form that includes pre-operative and post-operative medical information and is not a Pre-Operative form.
The Pre-Op Diagnosis section refers to the medical evaluation of the surgeon before a patient proceeds with surgery, while the Procedure(s) section to its immediate right clearly outlines the procedure(s) performed following the consultation. Of note, this section specifically does not indicate Ms. ******** was to receive implants, as previously confirmed by the updated invoice *** previously provided.
In reference to the highlighted sections at the bottom of the form, please note the heading Liposuction Information for this section. This section specifically details information on the liposuction performed, and not in the breast area.
Lastly, please refer to the signature just above the signature line, which despite its highlight, clearly shows the surgeons signature for verification of the document.
Operative Report
We would like to note that Ms. ******** submitted only a highlighted portion of the Operative Report form for her procedure to specifically exclude details on the procedure that was performed, and her consultation with her surgeon. For reference, we have included the full Operative Report form in this message.
For clarity:
- Abdominoplasty is referred to as a tummy tuck.
- Suction assisted lipectomy of bilaterial flanks is liposuction, 2 areas.
- Mastopexy (Wise pattern lift) is a specific kind of breast lift.
Please refer to the Justification section of the report. This section outlines the discussion between Ms. ******** and her surgeon, as well as the medical evaluation based upon Ms. ********* ideal body goals. Specifically, We jointly decided these were the best procedures for her to achieve her desired goals and she wished to proceed.
Furthermore, we can confirm that according to the Procedure in Detail section, Ms. ********* desired breast lift procedure was performed; please refer to Incision along the pre-surgical markings was performed on the right breast... The same procedure was repeated in the contralateral breast. We can also confirm that Ms. ********* desired breast reduction was completed; please refer to Dissection was performed with the electrocautery through the breast parenchyma down to the chest wall and the lower pole skin and tissue along the wise pattern was then excised and discarded. Hemostasis was obtained and the pocket was irrigated with antibiotic solution.
The above information demonstrates that Ms. ********* based on her discussion with the surgeon, expressly chose to move forward with the breast reduction and breast lift without implants, and as previously stated, was performed.
Invoice
We would like to discuss the images Ms. ******** submitted, specifically referring to previous invoices. Ms. ******** noted multiple times in these images that by receiving her updated invoices at dates differing from the Invoice Date section, it was fraudulent.
Throughout a patients journey, they may change their surgery plan based on their consultation with their surgeon or individual choice leading up to a patients surgery date. Of note, the Invoice Date section refers to the original date the Invoice was issued and does not change when a patient elects to change their desired procedure. The decision to change Ms. ********* procedure was an agreement made between her and the surgeon on the day of their consultation, as stated above. Thus, Ms. ********* invoice was corrected to display her desired procedure. This means that the only invoice that may be referenced accurately is the corrected invoice that displays Mommy Makeover - Breast reduction / Lift ( no implant), TT, 2 areas of ****, with the accurate Invoice Date listed for when her invoice was originally issued.
Conclusion
We appreciate the chance to address Ms. ********* concerns and remain committed to providing clarification. However, Ms. ******** has demonstrated a consistent and deliberate exclusion of necessary information that shows that Ms. ******** expressly chose to proceed without implants and was not charged for implants. Based upon the surgeons medical evaluation during her consultation, Ms. ******** and the surgeon jointly agreed to proceed with her breast lift and breast reduction procedure with no implants. Ms. ********* desired procedure was completed; therefore, Ms. ******** is not eligible for a refund.
We remain available to provide any clarification needed.
Customer Answer
Date: 07/05/2025

Complaint: 23485212

I am rejecting this response because:I am including the detailed OPERATIVE REPORT showing that NO REDUCTION WAS PREFORMED ON THE LEFT BREAST ONLY a BREAST LIFT, THE RIGHT & LEFT BREAST HAD THE SAME PROCEDURE DONE!
I am waiting for my refund from *** AESTHETICS!
Sincerely,

***** ********
Customer Answer
Date: 07/06/2025
The surgeon stated he COULD NOT ****** give me a breast augmentation with the breast lift and referred me to come back in 6 months to continue my wishes / reevaluate me. This was not a joint agreement it was a STATEMENT that I had not other option to agree with and expect to be Refunded by *** *********************** just like the contract states. The procedure I wanted could not be safely done stated by the surgeon and that the **************** Representative of *** ****************** WRONGLY EVALUATED MY PHOTOS ADDING ON IMPLANTS TO MY INVOICE CHARGING ME EXCESSIVE MONEY WHEN UNNECESSARY. WHEN THE SURGEON STATES HE ,COULD NOT ****** PREFORM THAT PROCEDURE I HAD NO OTHER OPTION TO AGREE FOR MY SAFTEY!
Initial Complaint
Date:06/17/2025
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.
On 3/3 I had a consultation with *** Aesthetics re surgery for abdominoplasty & breast augmentation. I asked if doctor would place implants under muscle & was told yes. I asked if they offered implants in moderate profile & in the 3 different versions & was again told yes. I asked if I would meet with doctor before surgery day & was assured yes. I paid deposit of $530. I talked to *** many times over the next few weeks & asked the same questions 2 other times and paid $5,431 more. Surgery was scheduled 4/14 & I went to my pre-op on 4/10 to find doctor wasn't there & would not meet until surgery. I was just there to sign documents on a barely working iPad and to take naked pictures of me. The lady I met with again assured me yes to my questions re implants and surgery type. After they rescheduled my surgery last minute to 4/15 I met with the doctor as I was being prepped for surgery & found out he only places implants over ************* only have implants in high and extra high profile! I said I did not want the surgery since he does not do the type of surgery or have the type of implants I had been promised. Then the doctor said a healed rash I had near breast looked like it could infected so he didn't know if he should do surgery then. I was told someone would call me to reschedule or refund. ***** called me on 4/17 and I explained **************** still tried to reschedule me & offered to schedule me with a different doctor. I told her that still wouldn't change the fact that they do not have the implants I was told they had before I paid. I told her I wanted to reschedule for 60 days out & I will cancel early so there is only a $500 fee. She said then I'm going to say this was canceled on a clinical level and your fee is $2,500. I asked what about all the lies I was told & considering that, I should receive a FULL refund, and she was supposed to look into that and get back to me. I never heard back & was only refunded $2,931. I am owed a minimum of $2,000 more.
Business Response
Date: 06/18/2025
We appreciate the opportunity to respond to this matter.

At *** ******************* we take patient privacy and the protection of personal health information seriously and are committed to complying with all applicable HIPAA regulations. We understand that the consumer submitted a HIPAA authorization form; however, after review, we must respectfully inform the consumer that the form submitted is not the legally recognized HIPAA authorization required by our organization.

In order for us to proceed with reviewing and discussing the specific details of the consumers case, we require completion of *** Aesthetics' official HIPAA Authorization Form, which has already been provided to the consumer. This form ensures proper identification, scope of release, and verification of the requesters authority to receive protected health information.

Once the completed and signed *** Aesthetics HIPAA form is returned to us, we will be able to move forward with a full review of the case and provide a formal response based on the information available in the patient record.
We are committed to resolving this matter as efficiently as possible and welcome the consumer to submit the completed form at their earliest convenience.
Customer Answer
Date: 06/18/2025

Complaint: 23480686

I am rejecting this response because: Please find my completed and corrected form attached.

Sincerely,

******** ******
Business Response
Date: 06/18/2025
We appreciate the opportunity to respond to this matter and value the importance of maintaining transparency and accountability with our patients.
At Mia ******************* we strive to provide each patient with a clear understanding of our surgical process, policies, and procedures. We have reviewed the details of your case thoroughly, including all call recordings, clinic notes, and internal communications.
Clarification of Surgical Expectations and Implant Options
Your concerns regarding implant profile types and placement were discussed in multiple preoperative interactions. On your initial booking call dated March 3, you inquired whether implants were placed over or under the muscle. You were advised that while the doctor could perform both, the final decision would be made in consultation with your surgeon. Additionally, on a follow-up call, our team explained that Mia ****************** offers only one type of silicone implantconsistent with industry standards and similar to the gummy bear type you referenced. You acknowledged understanding of this limitation.
It is important to note that your surgeons approach to implant placement and profile is based on their medical expertise and judgment. These details are determined during the final consultation, which is conducted on the day of surgery. While we understand this may have differed from your personal expectations, our team acted in alignment with our communicated process and clinical protocols.
Pre-Op Experience and Day-of-Surgery Review
Your pre-op appointment on April ******************* accordance with our standard procedures and involved required medical photography and documentation. Your surgery was later rescheduled to April 15. On that date, the attending surgeon noted a possible medical concernspecifically signs of a healed rash near the breast area. Out of an abundance of caution and with your safety as the priority, the surgeon determined that proceeding without additional clearance from your primary care provider would not be medically advisable.
You were advised of the cancellation reasoning and the process for submitting documentation should you wish to proceed at a later date. This was classified as a clinical-level cancellation due to the surgeons assessment of a potential infection risk.
Refund Review and Policy Application
Following your decision not to proceed with surgery and to instead request a refund, our ****************** contacted you on April 17 to advise of the applicable cancellation policies. At that time, you raised concerns about miscommunication regarding implants and placement options. However, this was the first mention of such claims after multiple documented interactions.
- In accordance with the signed Terms & Conditions agreed upon at booking and reiterated throughout the preoperative process:
Your $530 booking fee was non-refundable.
- The cancellation, determined by the surgeon based on medical grounds, resulted in the application of the $2,500 facility occupation fee under Sections 21.2.2 and 21.2.8 of our policy.
Despite your dissatisfaction, the refund of $2,931 issued to you was in full compliance with these terms. No additional refund is owed. Additionally, on May 1, you initiated a dispute with your financial institution regarding this transaction. As outlined in Section 8 of our Terms & Conditions, doing so may limit the availability of future services and requires resolution of the dispute before any further surgical planning can proceed.
We regret that your experience did not meet your expectations. However, Mia ****************** has acted in good faith, followed our clearly disclosed policies, and prioritized your health and safety at every step.
Customer Answer
Date: 06/18/2025

Complaint: 23480686

I am rejecting this response because: You were advised that while the doctor could perform both is correct. I was advised this 3 different times over the phone and also at my pre-op appointment. The problem is that information is INCORRECT. Dr. ******* told me I do not place any implants under muscle and anyone who wants that should find a different surgeon. Had I been given the correct information, I never would have paid any money or booked a surgery. I was also told on the phone 3 different times that all the different options of implant profiles were available and I was also told this at my pre-op appointment and I was shown and given to try on moderate and low profile implants. However, when I was being prepped for surgery a cart of implants were brought in that were only high and extra high profile. The doctor and the nurse told me those are the only 2 options they offer to anyone. *** could talk to the lady I met with for my pre-op appointment who insisted that Dr. ******* ONLY places implants under the muscle which was obviously very incorrect information. I am the one who cancelled surgery and I did so because the doctor does not perform the type of surgery I had been told all along and *** does not offer the profile of implants I had been told all along. I would have had no issue getting clearance from my family physician, but I did not want the surgery with *** after learning the truth about the type of surgery and type of implants. It was also very stressful to not meet the doctor until surgery, and I had been promised all along (3 different times) that I would meet him before surgery. I could have rescheduled the surgery and cancelled over 60 days out, but it felt dishonest and didnt make sense to have to do it that way. I decided to cancel the surgery, not the doctor or ***, and the fee should be $500, not $2500. These conversations were on recorded lines and *** should be able to go back and listen to the misinformation I was told, and then do the right thing by refunding me.

Sincerely,

******** ******
Business Response
Date: 06/19/2025
Thank you again for your follow-up. We appreciate the opportunity to clarify the details of your case and address your continued concerns.
We have carefully reviewed all documented interactions, including your calls with our surgical coordination and labs teams, your pre-operative appointment, and your interactions on the day of surgery with ****************************************** and Placement Clarification
While we acknowledge that your inquiry about implant placement occurred during multiple phone conversations, we must clarify that:
- At no point during the calls was it stated that only under-the-muscle placement was performed.
- You were informed that implant placement (over or under the muscle) would ultimately be determined by the surgeon based on your anatomy and surgical goals.
- Dr. ******* does in fact perform both over and under muscle placements depending on the clinical appropriateness for the patient. The assertion that he categorically refuses to place implants under the muscle is inaccurate and not supported by the clinical notes or surgical team recollections.
Regarding implant profiles, we reviewed the recorded calls and documentation, and there is no record of any promise or guarantee that low or moderate-profile implants would be used. In fact, during a documented conversation, you were explicitly informed that Mia ****************** offers a single type of silicone implanta standardized option similar to the "gummy bear" model.

Cancellation Classification and T&C Enforcement
It is important to note that on the day of surgery, Dr. ******* observed signs of a possible skin infection on the breast and advisedout of caution and concern for your safetythat the procedure be delayed until you could obtain medical clearance from your primary care provider. You were informed that your surgery could be rescheduled once cleared.
Following this recommendation, you made the personal decision not to reschedule and instead elected to cancel. While we understand your disappointment, this action directly falls under the cancellation policy outlined in the signed Terms & Conditions you agreed to upon booking. Specifically:
Section 21.2.8: If on the day of the surgical procedure, the surgeon determines that he/she cannot or should not proceed with the surgery, or if the appropriate surgery as determined by the surgeon is declined by the patient, the patient shall be required to pay a $2,500 facility occupation fee in addition to the Non-Refundable Booking Fee.
Section 3.1: The Booking Fee is non-refundable at any time, for any reason.
These terms were clearly disclosed and acknowledged at the time of booking.
We empathize with the stress and frustration this experience has caused and regret that your expectations were not met. However, based on our comprehensive internal review and the legally binding Terms & Conditions, the refund you received was accurate and complete. No further refund is warranted.
Customer Answer
Date: 06/27/2025

Complaint: 23480686

I am rejecting this business response.
I DID NOT cancel or decline my surgery on the day of surgery. As stated in your own words, Dr. ******* chose to delay it. I was so shocked and upset by learning the lies I had been told all along,that I wasnt sure what to do and I left the surgery center with the understanding that I was going to be rescheduling. My surgery date was April 14th and my surgery was canceled on April 17th by *****.
It is in fact accurate that Dr. ******* only does over the muscle placement. The nurse told me this before I met Dr. ******* and then he told me himself before he examined me. It should be very easy to figure who I met with for my pre-op appointment who was insisting that Dr. ******* ONLY does under the muscle ************ was this same lady who told me (as I had also been told 3 times over the phone) that moderate and low-profile implants were options, and she even gave me several of those profiles of implants to try on.
And what about the fact that I was lied to all along that I would get to meet the doctor before surgery?
I have recently found and joined a group about Dr. ******* and there are many others saying the same thing I am, that he does not place implants under the muscle and there are others saying they were also lied to about this until they met him, and also that they were lied to about other things including that they would get to meet with him before surgery.
How could it possibly make any sense that if I had not been able to have surgery that day because of a failed drug test my fee would have been $1,500, or if I had not been able to have it because of a positive ******** test my fee would have been $500, but I am being charged a $2,500 fee?
It is absolutely unacceptable under any circumstances for any business to repeatedly tell a client that they offer a service they do not, that they have a product they do not, and they will get to meet the doctor before surgery, but they do not, then after getting their money refuse to refund over $3,000!!!

Sincerely,

******** ******
Business Response
Date: 06/30/2025
Thank you for your continued feedback and for taking the time to share your concerns in greater detail.
We understand how important transparency and clear communication are, especially when it comes to elective surgery. We also recognize how disappointing this experience must have been given your expectations. However, after a secondary comprehensive review of all call recordings, appointment documentation, internal notes, and team interviews, our findings remain unchanged.
Clarification on Cancellation and Fee Assessment
As previously stated, on the day of surgery, Dr. ******* made a clinical judgment not to proceed due to a suspected skin infection. This decision was based on patient safety and surgical standards, and you were advised that once medically cleared, you could proceed with rescheduling.
Your account confirms that you did not reschedule and ultimately opted not to continue with the surgery. As such, and in accordance with Section 21.2.8 of the signed Terms & Conditions, this is classified as a cancellation on the day of surgery, subject to the $2,500 facility occupation fee and the non-refundable booking fee.
The fee structure associated with other types of cancellations (e.g., ******** or drug screenings) is based on the timing and reason for cancellation, which differ from cases involving in-person clinical concerns raised by the surgeon on the day of the procedure.
Implant Placement and Product Options
We have reviewed your pre-op discussions, as well as recorded calls with our surgical coordination team. At no point was a guarantee made about implant placement type (over or under the muscle), as this is determined by the surgeon based on anatomical and medical factors. Our documentation supports that you were advised the surgeon would make the final determination during your surgical consult.
Mia Aesthetics offers a single cohesive silicone implant style. While patients are offered various sizing samples to simulate different profiles, we do not offer multiple product lines for moderate or low profiles. If this was misunderstood or miscommunicated during a try-on session, we sincerely regret the confusion, though no formal guarantees were made regarding implant type in writing or during recorded interactions.
Meeting the Surgeon Pre-Surgery
It is our standard protocol that patients meet their surgeon on the day of surgery prior to being marked and taken to the operating room. While we understand this timeline may feel rushed or unexpected, it is consistent with the workflow across all our clinics and was communicated to you during the pre-operative process. We regret if this created discomfort or caused concern.
We acknowledge that online communities and peer groups may share a variety of perspectives and experiences. However, we must base our decisions on the facts of your individual case, the documentation in our records, and the terms you signed and agreed to.
After a full and fair review, we are confident that the refund issued was appropriate and in line with the signed agreement. No additional refund will be granted, and all charges remain sustained.
We do genuinely wish you the best in your journey and are sorry that your experience did not meet your expectations.
Customer Answer
Date: 07/01/2025

Complaint: 23480686

I am rejecting this response because of all the reasons I have previously stated. The business has not listened to all the recorded calls and has not talked to the lady who I met with at my pre-op appointment. They also have not talked to the nurse who was prepping me for surgery. If they had, they would know I was told misinformation many times. When I spoke with ***** on 4/17, she was supposed to listen to all the calls and get back to me, but she never did.
No matter what the rules are, I only paid money to *** based on lies. If I had been told the truth about the type of surgery, type of implants, or getting to meet the doctor before surgery, I would not have paid money.
As I have previously stated:
It is absolutely unacceptable for any business to repeatedly tell a client that they offer a service they do not, that they have a product they do not, and they will get to meet the doctor before surgery, but they do not, then after getting their money refuse to refund over $3,000!

Sincerely,

******** ******
Initial Complaint
Date:06/17/2025
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.
Subject: Formal ************************* Aesthetics ********* To Whom It May Concern,Im writing to file a complaint regarding my breast surgery with Dr. ***** at *** Aesthetics ********* on September 3, 2024.I was approved for a breast augmentation with gummy bear implants after submitting photos. I paid $5,400 plus extra for the implants. However, the morning of surgery, Dr. ***** told me my b****** were too uneven and said I now needed a reduction and lift on the left and a lift on the right. He initially said thered be no extra charge and I could come back for augmentation after healing.I was then left waiting nearly 2 hours in the back. When Dr. ***** returned, I was suddenly told Id have to pay an additional $2,000. I felt pressured to pay or forfeit the procedure after traveling all the way to *********. I agreed.Later that afternoon, while marking my body, Dr. ***** said he would no longer do the lift on the right and would just make the ****** smaller. I was exhausted and went along with it.Post-surgery, I woke up vomiting. Dr. ***** walked by and briefly showed me a photo of my right breast. Once I saw myself fully, I was devastated. I never received implants. The left breast had a reduction and lift, but the right did not. Instead, he stitched the middle of my ****** to make it smaller, leaving me with a ****** inside a ******. Its disfigured and completely ************** summary:I paid for implants I did not receive.I was charged $2,000 last-minute.The right breast lift was never ******* right ****** was altered in an unnatural, damaging ****** requesting a formal response and resolution from *** Aesthetics and Dr. **********************
Business Response
Date: 06/17/2025
To Whom It May Concern:
*** Aesthetics ***** has just received the attached June 16, 2025, letter from the BBB along with the enclosed Consumer Complaint Form for the referenced individual. Although *** would like to respond in a substantive manner, as with all patients, *** cannot disclose any patient information unless a patient expressly authorizes that disclosure in writing by executing a HIPAA consent form. In turn, as with all patients, absent a signed HIPAA consent form, *** is unable to disclose the protected health information of any patient to your office. If your office obtains an executed HIPAA consent form, then *** would be happy to respond in a substantive manner to the Consumer Complaint.
Please feel free to reach out to me should you have any further questions.
Thank you,
Customer Answer
Date: 06/25/2025

Complaint: 23477990

I am rejecting this response because: Please see attached signed Hipaa release form.

Sincerely,

London *****
Business Response
Date: 06/30/2025
Thank you for the opportunity to respond to the concerns submitted by Ms. ****** regarding her procedure with Dr. ***** at *** Aesthetics ********* on September 3, 2024.
We want to acknowledge Ms. ******s experience and recognize the physical and emotional investment that patients make when undergoing elective surgery. Patient satisfaction and safety are of the utmost importance to us, and we take all concerns seriously.
- Upon review of the medical records and billing documentation, we would like to clarify a few important details regarding Ms. ******s surgical plan and associated charges:
- During her preoperative evaluation, it was determined that in order to create a more symmetrical and aesthetically balanced outcome, a breast reduction would be required on the left side and a breast lift would be necessary on the right.
- This treatment plan was discussed with the patient prior to surgery, and the surgical team proceeded with the agreed-upon approach.
In terms of billing, our procedures are coded based on the type of surgery performed, not the number of b****** involved. Therefore, the charges billed were consistent with our standard pricing for a breast reduction and breast lift procedure, which were completed in full during the surgery.
We understand that the original surgical expectation included augmentation with implants; however, based on intraoperative assessment and clinical judgment, the surgical plan was modified to prioritize the most appropriate and safe approach to meet the patients goals. This adjustment was made with the patient's informed consent and in alignment with the surgeon's responsibility to provide medically sound care.
Regarding the additional fee, while we understand the frustration this may have caused, the revised surgical plan required added time, resources, and a different clinical approachnecessitating a cost adjustment. The revised fee was disclosed and agreed to before the procedure proceeded.
While we regret that Ms. ****** feels dissatisfied with her outcome, the procedure rendered aligns with the documented surgical plan and billing was applied accurately based on services provided. As such, we are unable to honor a refund request.
We remain committed to continued post-operative care and encourage Ms. ****** to reach out to our clinical team should she wish to schedule a follow-up appointment to discuss her results and explore possible next steps.
Customer Answer
Date: 06/30/2025

Complaint: 23477990

I am rejecting this response because:
Thank you for your response. However, I strongly disagree with several of your claims and find your summary inaccurate and dismissive of my lived experience.

First, while I understand that surgical plans may need to adjust for medical reasons, what happened on the day of my procedure was not transparent, timely, or ethical.

I was told the morning of surgery after already traveling to *********, paying in full, and being prepped that my originally scheduled augmentation could not be performed unless I first had a lift and reduction. This information should have been addressed during the initial photo review and approval process, not when I was already in a vulnerable state.

Dr. ***** initially stated there would be no additional cost, only to return nearly two hours later and say I would need to pay another $2,000. This was a significant and sudden change, presented under pressure, with no clear documentation or consent process for the switch in plan or fees. I either had to pay or go home without surgery.

Then, after agreeing and paying, he did not perform the right breast lift I was told I was paying for. Instead, he stitched the middle of my ******, leaving a ****** within a ****** appearance that is now disfigured and deeply upsetting. This was never explained to me in advance, nor is it addressed in your response. I question whether that was even medically necessary.

Furthermore, I paid for gummy bear implants and received no augmentation at all. Your response admits the implants were not placed but fails to address why I was charged for them or how this will be corrected.

To summarize:

I did not consent to the revised plan in an informed, pressure-free environment.
I was charged for a right breast lift that was never performed.
I received no augmentation, despite paying for implants.
My ****** was altered in an unnatural and unnecessary way.
Your explanation fails to address the emotional and financial impact of these events.

I am requesting either:

A partial refund for the work not performed and the implant charges,
Or a corrective procedure at no cost to fix the cosmetic harm and complete the originally promised augmentation.

Sincerely,

London *****
Business Response
Date: 07/01/2025
Thank you for your follow-up message. We understand that your surgical experience has left you feeling disappointed, and we sincerely regret that you are dissatisfied with your results. We remain committed to transparency and respectful engagement and appreciate the opportunity to respond to the concerns you've raised.
After further internal review of your case, including your signed Surgical Agreement, consent forms, and detailed invoicing, we would like to offer the following clarification:
?? Surgical Plan and Procedure
As discussed the morning of surgery, the clinical recommendation was adjusted based on in-person evaluation by Dr. ****** The decision to move forward with a left breast reduction and lift, as well as a ****** correction on the right, was made with the intention of achieving a balanced and safe surgical outcome. These adjustments were explained prior to the procedure and were not taken lightly. You agreed to proceed and paid the additional cost accordingly.
?? Procedure Charges and Implant Clarification
Your final invoice reflects the following charges:
- $5,000 for a breast lift
- $2,575 for a breast reduction
- $110 for two surgical bras
There is no billing for breast implants or implant materials on your invoice. While early discussions may have included augmentation, the final surgical planadjusted based on your anatomy and clinical safetydid not include implant placement, and as such, you were not charged for them.
A copy of your surgical invoice is attached to this communication for your reference.
?? Surgical Agreement Terms
We would also like to respectfully cite Section 21.4.22 of your signed Surgical Agreement:
"No Warranty: Patient recognizes that the practice of medicine and surgery is not an exact science and understands and accepts that fees are paid for performance of the Services only, and not a guaranteed result. Patient acknowledges that although a good outcome is expected, and a reasonable effort has been made to establish realistic expectations, Company does not give any warranty, expressed or implied, as to the results that may be obtained."
This clause ensures clarity around surgical expectations and recognizes that while optimal outcomes are always the goal, surgery can have varied results even when procedures are performed appropriately.
?? Emotional and Financial Impact
We understand the emotional and financial investment that goes into cosmetic surgery. While we truly empathize with the emotional toll dissatisfaction can bring, emotional distress and financial hardship are not conditions that qualify for refund or complimentary revision under our policy when procedures are completed as agreed.

In Summary:
- You were not charged for implants or augmentation.
- Your invoice reflects appropriate and itemized charges for the services provided.
- The surgical adjustments were clinically justified, explained, and agreed upon prior to surgery.
- No deviation from policy or failure to provide services occurred.
Given the above, we are unable to approve a refund or offer a no-cost corrective procedure. However, we remain available for ongoing post-operative support.
Customer Answer
Date: 07/02/2025

Complaint: 23477990

I am rejecting this response because:

On the day of surgery, Dr. ***** informed me that I could not receive my previously approved breast augmentation with gummy implants due to breast asymmetry. This should have been addressed during pre-approval, not the morning of surgery. I was told I would need a reduction and lift on the left, and a lift only on the right, and could return later for augmentation. I was also told it would not cost extra. Hours later, I was suddenly told I had to pay an additional $2,000. I felt pressured, having already traveled to *********, and agreed to pay so I wouldnt leave without surgery.

However, what I actually received was only a reduction and lift on the left breast. The right breast lift was never performed, despite being part of the revised plan and the extra charge. Dr. ***** said he would make the right ****** smaller instead but that was never done either. Instead, he stitched the center of my ******, which created a disfigured and unnatural ****** within a ******. It was not corrective or medically necessary it made things worse.

Your records may show billing codes, but they do not reflect what was actually done. I was charged for procedures I did not receive. Saying theres no warranty does not excuse performing less than what was promised and paid for

Business Response
Date: 07/03/2025
After thorough review of all intraoperative records, surgeons notes, and billing data, we can confirm that our documentation accurately reflects both the surgical plan and the services actually performed. Please allow us to restate the pertinent facts:
1. Pre-operative Approval & Morning-of Changes
- During your pre-operative consultation, augmentation was discussed but reserved pending in-person evaluation.
- On the morning of surgery, Dr. ***** determined that implant placement would compromise safety due to observed asymmetry and tissue considerations. These findings necessitated a change in plan, which was clearly explained to you before proceeding.
2. Revised Surgical Procedures Performed
- Left Breast Reduction & Lift: Completed as agreed.
- Right Breast Lift: Performed in accordance with the revised plan (the technique included ****** repositioning and adjustment).
- Nipple Correction: Aimed at symmetry and safety, documented in operative report.
3. Charges & Billing Accuracy
- Breast Lift: $5,000
- Breast Reduction: $2,575
- Two Surgical Bras: $110
- There are no charges for augmentation or implant materials, as no implants were placed.
4. Operative Notes vs. Patient Perception
- Our records, including intraoperative reports and time-stamped surgical notes, confirm that every aspect of the agreed revision was performed.
- We stand by the surgeons detailed documentation, which is integrated directly from the operating room into your medical record and billing system.
5. Contractual & Policy Considerations
- As cited in Section 21.4.22 of your Surgical Agreement, fees cover the performance of services, not guaranteed cosmetic outcomes.
- No deviation from our standard of care or processing policy occurred.

Conclusion & Next Steps
Because we performed the procedures documented in your surgical record and invoiced precisely for those services, we must respectfully decline a refund or a complimentary corrective procedure. Should you wish to explore any additional or corrective interventions, we would be happy to schedule a consultation with Dr. ***** or another qualified *** Aesthetics surgeon on a fee-for-service basis.
Customer Answer
Date: 07/04/2025

Complaint: 23477990

I want to be clear that I have had two surgeries with *** ******************* and my overall issue is not with the clinicit is specifically with Dr. ****** his unprofessionalism, and the fact that he did not perform the procedures he said he would on September 3, 2024.

I paid an additional $2,000 for a surgical plan that included a lift on both b****** Only the left breast received a lift and reduction. The right did not receive the lift I paid for, and the surgeons decision to stitch the center of my ****** was not medically necessary and resulted in cosmetic harm. No amount of billing documentation can change what was actually done to my body.
When I woke up, Dr. ***** showed me a photo. I asked, Why does it look like that? He replied, Oh, it will go away. You can use cream to get rid of it. That made no sense how is cream going to remove part of my nipple? It wasnt bruising or scarring it was my original ****** left intact, with a stitch added in the middle. I waited an appropriate time for healing, and I am happy to provide photos showing the results.
Another board-certified surgeon has since told me that this work should be corrected by the surgeon who performed it. I am not asking for anything unreasonable only to receive the services I paid for, or a partial refund, or at the very least, a discounted correction since I already paid.
Again, I like *** Aesthetics and have had a positive experience previously. But Dr. ***** was unprofessional and did not do what he said he would. I am asking for fairness.

Business Response
Date: 07/07/2025
Thank you for your continued engagement. We appreciate the opportunity to provide further clarification and resolution options regarding your surgical experience.
We understand that your primary concern lies with the procedure performed on September 3, 2024, specifically related to your belief that a lift was not performed on the right breast. Please know that we take all patient feedback seriously, especially when it pertains to surgical outcomes and expectations.
Following a comprehensive review of your caseincluding the surgical plan, intraoperative records, surgeons notes, and billing datawe can confirm the following:
- A left breast reduction and lift, right breast lift, and nipple correction were documented and completed per the revised surgical plan agreed upon with Dr. ***** on the day of surgery.
- Our records show no deviation from the procedures discussed and agreed to prior to surgery. Dr. ****** operative report clearly reflects these details and is supported by our internal systems and documentation protocols.
- Charges billed to your account align with these services. The cost for breast surgery is based on the overall procedure and not determined by whether one or both b****** are operated on, as the surgical time, clinical planning, and post-operative care considerations remain significant regardless of symmetry.
We acknowledge that aesthetic outcomes can be subjective and that surgical healing varies from patient to patient. While we are unable to offer a refund or complimentary correction, we would like to offer a solution within our policy framework.
You remain eligible to request a touch-up procedure, as your surgery falls within our one-year post-operative revision window (expiring 9/3/2025). Please note that:
- Dr. ***** is now located at our ******, ** location, no longer practicing at the ********* clinic.
- Should Dr. ***** approve the touch-up request, his professional surgical fees will be waived.
- You would be responsible only for facility and anesthesia fees, which typically range from $2,500$3,500, depending on the nature and extent of the revision. This pricing is for the touch-up procedure itself, and does not include additional items, such as post-surgical accessories.
This offer reflects our ongoing commitment to patient satisfaction while upholding our clinical and operational standards. Should you decline this option, we respectfully maintain that a refund or free procedure is not warranted based on the medical records and services delivered.
We remain available to assist with next steps should you choose to pursue the touch-up request.
Customer Answer
Date: 07/08/2025

Complaint: 23477990

I am rejecting this response because:

Thank you for taking the time to respond again and for extending the offer for a touch-up procedure. I appreciate *** Aesthetics willingness to work toward a resolution.
That said, I must respectfully clarify once more that a lift was not performed on my right breast, regardless of what the documentation says.
I understand that your operative report states a right breast lift was performed, but I urge you to consider that the actual result not internal records should be the determining factor. Im happy to provide photos, as the difference between my left and right breast is clear and supports what Im saying.
I want to be respectful and reasonable. I do not place blame on *** Aesthetics as a whole this experience is specific to Dr. ****** I only ask for fairness in correcting a result that does not reflect the services I paid for.
Your offer for a revision with waived surgical fees is a step in the right direction. I do ask that you consider reducing the facility and anesthesia costs, given that I already paid for a lift that was never performed.
Thank you again for your time and willingness to continue this conversation.

Business Response
Date: 07/08/2025
Thank you once again for your thoughtful response and for acknowledging our willingness to work toward a solution. We appreciate your respectful tone and continued communication.
We understand and respect your position regarding the surgical results. However, we must reiterate that all procedures performed at Mia ****************** are thoroughly documented through intraoperative reports, surgical notes, and billing systems that are compliant with both state and federal healthcare regulations. These records are considered legal and factual documentation of the services rendered and are subject to internal audits and external compliance standards.
As previously stated, Dr. ******* operative report confirms that a right breast lift and ****** correction were performed in addition to the left breast reduction and lift. While we understand your personal assessment of the results differs, our ability to issue compensation or alter fees must be based on documented factsnot post-operative perceptions or interpretations. These medical records are the basis for all billing and surgical outcome verification, and we are required to rely on them.
Regarding the touch-up (**) process, we once again confirm the following:

-You are eligible to submit a touch-up request through our internal review process, as your surgery occurred within the one-year post-op window (expiring 9/3/2025).
-Dr. Morses professional fee will be waived if he approves the ** request.
-Facility and anesthesia charges are standard and are the patient's responsibility for all approved ** procedures. These costs typically range from $2,500 to $3,500, based on the scope and complexity of the revision.
-These fees are consistent across all patients and not adjusted based on prior perceptions of outcome or patient satisfaction. There are no further reductions or waivers available.
We respectfully decline your request for further financial consideration. Our offer remains valid per policy, and we encourage you to proceed with the touch-up request if you wish to explore revision options.

At this time, no additional resolution is available. We believe we have acted in good faith by offering a compliant and fair solution, and we now respectfully request that this case be closed with the BBB as resolved per policy.
Should you decide to proceed with the touch-up process, we are happy to support you through the next steps.
Customer Answer
Date: 07/08/2025

Complaint: 23477990

I am rejecting this response because:
I believe it is important that we take the next step by reaching out directly to Dr. ****** as well as the nurses who were present during my pre-operative marking. I am confident that Dr. ***** will confirm that he did not perform a lift on my right breast, and I believe the nurse in the room during the markings will also be able to verify this. Anything other than that would not be the truth.

This issue now appears to be far more serious than I initially believed. If there is documentation indicating that a lift was performed on the right side, I can say with absolute certainty that this is not accurate. If necessary, I am prepared to obtain legal representation to challenge the accuracy of those records and the validity of any associated billing.

While I had no issue with *** Aesthetics as a whole, I am beginning to lose trust due to what appears to be a refusal to acknowledge that the procedure in question was not performed. If your team insists on standing by documentation that does not reflect what actually occurred, then this may rise to the level of fraudulent billing, false medical records, and potentially medical malpractice.
Respectfully, I will have to decline your response as it currently stands. If your office is not willing to acknowledge this discrepancy, then I have been advised to pursue legal remedies, and an attorney will be reaching out.

Sincerely,

London *****
Initial Complaint
Date:06/12/2025
Type:Order 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.
Initially, the staff at *** were very responsive. However, once payment was completed and my surgery date was set, the level of communication and professionalism drastically changed. Despite obtaining full medical clearance from my physicians, Mia ********* cancelled my appointment, continued to find excuses to delay my appointment, claiming that additional labs were needed, overriding the medical judgment of my licensed doctors. This caused unnecessary stress, and to make matters worse, when I attempted to follow up and reschedule, my calls, voicemails, and emails went unanswered. This lack of communication and last-minute demands jeopardized both my health and my finances, as time-sensitive plans had already been made.I am extremely disappointed in the way Mia ****************** handled this process after payment was received, and I believe other potential patients deserve to be aware of the disorganized and unprofessional practices I experienced.I respectfully request that this complaint be recorded and investigated, and that Mia ********* be held accountable for their handling of patient care and communications. Thank you for your time and assistance.
Business Response
Date: 06/12/2025
To Whom It May Concern:
*** Aesthetics ***** has just received the attached June 12, 2025, letter from the BBB along with the enclosed Consumer Complaint Form for the referenced individual. Although *** would like to respond in a substantive manner, as with all patients, *** cannot disclose any patient information unless a patient expressly authorizes that disclosure in writing by executing a HIPAA consent form. In turn, as with all patients, absent a signed HIPAA consent form, *** is unable to disclose the protected health information of any patient to your office. If your office obtains an executed HIPAA consent form, then *** would be happy to respond in a substantive manner to the Consumer Complaint.
Please feel free to reach out to me should you have any further questions.
Thank you,
Initial Complaint
Date:06/11/2025
Type:Product Issues
Status:
ResolvedMore 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 am writing to formally express my profound disappointment regarding the handling of my extended tummy tuck procedure, originally scheduled for June 3rd, 2025. My initial consultation and booking occurred in January 2025, at which point I paid a $450 booking fee. I diligently completed all pre-operative requirements, including medical examinations and laboratory tests, as instructed. A subsequent payment of $4050 was made on May 28th, following a pre-operative appointment that included the necessary photographic documentation. On the day of the scheduled surgery, I met Dr. ***** for the first time. He unexpectedly identified a hernia, informing me that while he could perform the tummy tuck, simultaneous hernia repair would be impossible. Although I initially consented to proceed with the tummy tuck alone, Dr. ***** ultimately advised against this course of action, recommending that I address the hernia prior to the cosmetic surgery. While I understand the rationale behind this recommendation, the resulting cancellation of the procedure has left me with significant concerns. My subsequent request for a full refund has resulted in an offer of only $2000, a partial refund attributed to a $2500 cancellation fee and a non-refundable $450 booking fee, as outlined in your terms and conditions. However, I contend that the lack of pre-operative diagnosis of the hernia, coupled with the perceived lack of clarity regarding the non-refundable booking fee before payment in full, warrants further consideration. My attempts to reschedule the tummy tuck procedure, excluding hernia repair, have unfortunately proven unsuccessful. Furthermore, my efforts to contact *** Aesthetics via telephone and email have been met with no response. This combination of unsatisfactory service, unexpected costs, and a lack of communication regarding the resolution of this matter is deeply concerning. The unresolved loss of my $5125 investment requires immediate attention. Thank you ******* *****
Customer Answer
Date: 06/11/2025
I emailed Mia ****************** agreeing to the $2000 refund as I did not want to loose all the money and I later received email notification of a partial refund of $2000, expected within 3-5 business days. While I appreciate this partial reimbursement, I am disappointed that the full amount of $5125 will not be returned.

I had diligently saved $5125 for this procedure, and the cancellation due to an unforeseen and previously undiagnosed hernia represents a significant financial setback. As this was beyond my control, I hope we can explore options to address the remaining $3125.
please see attached photos
Business Response
Date: 06/11/2025
To Whom It May Concern:
*** Aesthetics ***** has just received the attached June 11, 2025, letter from the BBB along with the enclosed Consumer Complaint Form for the referenced individual. Although *** would like to respond in a substantive manner, as with all patients, *** cannot disclose any patient information unless a patient expressly authorizes that disclosure in writing by executing a HIPAA consent form. In turn, as with all patients, absent a signed HIPAA consent form, *** is unable to disclose the protected health information of any patient to your office. If your office obtains an executed HIPAA consent form, then *** would be happy to respond in a substantive manner to the Consumer Complaint.
Please feel free to reach out to me should you have any further questions.
Thank you,
Customer Answer
Date: 06/11/2025

Complaint: 23454318

I am rejecting this response because: I emailed Mia ****************** agreeing to the $2000 refund as I did not want to loose all the money and I later received email notification of a partial refund of $2000, expected within 3-5 business days. While I appreciate this partial reimbursement, I am disappointed that the full amount of $5125 will not be returned.

I had diligently saved $5125 for this procedure, and the cancellation due to an unforeseen and previously undiagnosed hernia represents a significant financial setback. As this was beyond my control, I hope we can explore options to address the remaining $3125.

Sincerely,

******* *****
Business Response
Date: 06/12/2025
We appreciate the opportunity to respond to ****************** concerns regarding the cancellation of her scheduled surgery on June 3, 2025.
At the time of booking in January 2025, Ms. ***** signed and agreed to the *** Aesthetics Terms and Conditions, which clearly outline both the non-refundable nature of the booking fee and the applicable cancellation fees. Specifically:
-Section 3.1 states that the Booking Fee is NON-REFUNDABLE and compensates the company for administrative and operational work completed in preparation for surgery.
-Section 21.2 further details that if a patient is canceled on the day of surgery due to withholding medical information or failure to follow pre-operative instructions, a $2,500 cancellation fee is applied in addition to the non-refundable booking fee.

In Ms. ****** case, the procedure was canceled on the day of surgery after Dr. ***** identified a hernia that had not been previously disclosed during intake. Our review confirms that the patient did not indicate the existence of a hernia on her Patient Medical Questionnaire, either verbally or in writing, during pre-operative assessments. As a result, the surgical team was not aware of this condition prior to the date of surgery, leading to a medical disqualification and day-of-surgery cancellation.
While Dr. ***** initially considered proceeding with the cosmetic procedure alone, he ultimately determined it was in the patients best medical interest to delay surgery until the hernia could be surgically corrected. Ms. ***** was informed that her deposit and payment would remain valid for a 12-month period, allowing her the opportunity to reschedule the procedure after submitting proof of completed hernia repair.
However, the patient opted to cancel the procedure entirely. As outlined in our policies, this cancellation resulted in the application of the following fees:
-A non-refundable booking fee of $450
-A $2,500 cancellation fee due to the withheld medical history
Per our records, a refund of $2,000 was issued on June 11, 2025, followed by a second refund of $175 on June 12, 2025, totaling $2,175 returned to the patient. These refunds reflect the remaining balance after the contractual deductions.

We understand the disappointment caused by the cancellation and remain committed to supporting Ms. ***** should she choose to move forward with surgery after her medical needs are addressed. The opportunity to reschedule remains available within the 12-month period, pending appropriate documentation post hernia repair surgery.

We consider this matter resolved in alignment with our contractual obligations and policies.
Customer Answer
Date: 06/13/2025

Better Business Bureau:

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

Sincerely,

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

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