Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/22/2025

  Type:Billing 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 made the payment on May 13, 2025. I am experiencing ongoing issues with this business attempting to alter the previously agreed-upon prices for my scheduled procedures.Initially, I was informed that the total owed for Liposuction 360 with fat transfer was $3,253; for Abdominalplasty, $4,551; and for Breast Reduction, it was $4,551. These amounts were confirmed, and I paid deposits accordingly. ******** **** assisted me with my financing, and I was led to believe that these prices were final based on our agreement.The clinic texed me attempting to change these amounts. They are now trying to charge me $4,025 for the Liposuction, $5,020 for the Abdominalplasty, and $5,020 for the Breast Reduction. They care claiming that these increased prices are due to my financing, but I was never informed or agreed to such a change at any point. ******** **** has not reached out to me to explain or justify these new charges after i made several attemps to reach out to her to find out more about the increase in the charge. I will be attaching the invoices sent by her as evidence of these attempts to alter the agreed-upon prices. I believe this is unfair, unethical, and constitutes deceptive business practices, especially since I was provided with clear and consistent pricing initially and was led to believe that these prices were final.

  Business Response

  Date: 05/30/2025

  Thank you for bringing your concerns to our attention. We value transparency and professionalism in every step of the process and would like to take this opportunity to clarify the situation.
  During your initial consultation and at the time of booking, our coordinator ******** **** informed you that if you chose to proceed with financing, the total cost of your procedures would increase by approximately 15%. This is a standard adjustment due to administrative and third-party financing fees.
  According to our records and the conversation held on the day your procedures were booked, this information was communicated clearly. In fact, at minute 3:28 of the recorded call, you can hear the explanation regarding the price adjustment associated with financing. For your reference, we have attached the relevant audio segment.
  Additionally, you signed a contract where it was indicated that you did not wish to use financing. However, it is important to note that the financing option was discussed during your call, and the applicable terms including the price adjustment were explained at that time.

  It is also important to clarify that the contract says that the deposit is non refundable. It is valid for 2 years.
  We hope this provides clarity. Please feel free to reach out if you have any additional questions or if you would like to further discuss your options. We are here to assist and support you in any way we can. 
  Best regards, 
  
  
  ******** *******
  

• Initial Complaint

  Date:04/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out to ******************/Plastic Surgery around June of 2024. I paid a non-refundable $250.00 deposit with a surgery date scheduled for Nov. 2024. That date did not work, so I phoned in (more than 30 days before) revising my date to June 2025. January 2025 I was alerted of a serious medical concern that would require a surgery. That surgery date was scheduled for April 2025 and I was told I would not be cleared to travel (let alone for a cosmetic surgery) until Aug 2025. I phoned into ******************/Plastic Surgery and had my June 2025 surgery cancelled - which it states to do on their agreement form. That phone call was more than 5 months prior to my surgery date. I spoke to their agent ******, she sent me an email confirming my surgery had been cancelled and told me how to contact their accounting to get a refund of the 5-6 payments paid towards my surgery cost from their accounting ***** with the understanding that those funds would be used to secure a new surgery date once cleared to travel. I have phoned in over six times since January to speak to someone in their accounting department, to no avail. Every time I call, I get an agent who says that they will have someone reach out to me in 24 to 48 hours, and then nothing. I have recorded several of my phone calls with these agents. I am seeking a resolution of reimbursement in the amount of the total cost pay towards my surgery, minus the nonrefundable $250 deposit. Nothing more nothing less.

  Business Response

  Date: 04/02/2025

  Good afternoon,

   

  Thank you for taking the time to contact us, we understand your frustration and have the best intentions to help you in this matter.

   

  As a part of our refund process, we do require documentation with more information about your medical condition. This information is very important for us to be able to understand and find the best solution for your case.

   

  We look forward to hearing from you.

   

  ******** M

• Initial Complaint

  Date:02/28/2025

  Type:Sales and Advertising 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.

  Original complaint: ID ******** I had a surgical procedure done at this surgery center, I was told I had to do the pre-op lab work at a specific lab (********), as they had an account with the lab. I was told the blood work would be approx $100. however I recently received a bill for the lab for $942.60, I called the Surgery center and spoke with the office manager Shy, to resolve this, they told me there was nothing they can do because they sent me an invoice and the $100 was never paid. I never received an invoice for the blood work. Additionally the blood work was approx 1 month prior to the procedure. Once I arrived to the center for the procedure I paid additional monies for labs, drug test, meds etc, which was approx $1000, if I owed any money for the blood work, I should have been informed so I could have had the opportunity to pay it along with the remaining balances & other charges I paid at the time of my procedure. If I had chosen to have the lab work done independently, I would have gone to my doctor and not to labcorp, as labcorp was who the surgery center said I had to have my lab work done through and no other lab would be accepted. Again, I never received a $100 invoice prior to, nor the day of surgery when I paid any remaining fees.

  Business Response

  Date: 03/10/2025

  Hello! Hope all is well; we apologize for the inconvenience. We can go ahead and offer a revision if you are not pleased. Would you like for a manager to get in contact with you?
  
  

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23001508
  
  I am rejecting this response because:
  

  I dont understand what you all mean by revision. Will you all correct the problem with labcorp and have them bill you alls account, so they remove the over $900 bill? 
  

  A manager can definitely contact me. 

  
  Sincerely,
  
  Dajonae *******

  Business Response

  Date: 03/14/2025

  ok i will let her know 

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23001508
  
  I am rejecting this response because:

  I need confirmation of the plan and corrective action in writing on BBB. As you all have previously been unwilling to assist with these issues. 
  

   

  My and my daughter, are not happy with my results, My hips were what I told the ** that were most important. And i walked out of surgery with no hips. 
  
  
  I still also have no ****. 
  
  
  My stomach has several lumps, despite more than 30 lymphatic massages and countless expensive fajas. 
  
  
  All my issues were present on post-op day zero
  
  
  Also you all did not properly manage mine, nor my daughters pain prior to diacharge, nor were wer provided an adequate supply of post-op pain medicationsz 
  
  
  I am a nurse practiotion and have had cosmetic seegery more than 3 times and I have never experienced such poor pain management.  We were literally crying to you all, expressing the severe pain we were in, during recovery. You all ignored our cries and discharged us in agony. It tool more than 8 hours and tripple dosing medication to get us comfortable enough to rest. Luckily, I had. Full bottle of ******** from a prior tooth procedure, that I never used, otherwise we would have been in extended pain, because you all refused to refill or provide us with an adequate supply of pain medication. You gave us, I believe 10 lowest dose pills for major, multiple procedure cosmetic surgery... my dentist provided me with 20 pills. We ended up in the ******************** and the urgent care within a week of our surgery, because you all refused to assist or provide adequate pain management, following major surgery. We were in literal agony... I have NEVER experience such blatant disregard. It honestly seems very racist, as black women are often dismissed, when they complain of pain another example of implicit biased.  
  
  This are my pictures after my procedure in July 2024 (sent via text messages as you all requested)
  
  We spent a lot of money with you all, and you all treated is with such blatant disregard and lack of care....  and I respect ** ******* work... so we are severely disappointed . I had to file a BBB complaint just for you all to do the right thing, after I was mistakenly charged over $900 for labs at the lab that you all demanded. 
  
  I have now paid your $100 invoice for the lab work, and expect for the labcorp bill to be cancelled. 
  
  You all also stated that you would revise the cosmetic work we received. The post op photos of myself have been sent as you all requested. And the complaints have remained the same since immediately following the surgery I have to proof). O will sent my daughter photos ASAP, and her issues are the same in regard to the results, with the exception of her having additional complaints regarding her breast

  
  Sincerely,
  
  Dajonae *******

  Business Response

  Date: 03/20/2025

  Good afternoon,

   

  Thank you for your patience. I have contacted ******* and I have made the necessary adjustments to have ******* bill our client account instead of the $900 being billed to the patient.

  As of today 03/20/2025, labcorp is removing the collection and have changed the billing to client (New life).

  With this being said, we should be able to close this complaint as this has been resolved. 

  Thank you in advance.

• Initial Complaint

  Date:01/29/2025

  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: Unfair Practices at 305 Plastic Surgery/New Life Plastic Surgery I am deeply disappointed with my experience at 305 Plastic Surgery (New Life Plastic Surgery). I originally booked with a specific doctor, but my appointment was changed to another provider without my consent. When I decided to cancel because I was uncomfortable with the change, I was charged a $1,500 cancellation fee.This fee is not only excessive but also unjustified, as the change in provider was initiated by the practice and not me. This practice appears to prioritize profits over patient satisfaction and ethical treatment, leaving patients like me feeling trapped by unfair *********** seems as if this is a form of a scam patients are placing deposits based off a provider of their choosing but once deposit has been paid the facility changes the doctor last minute forcing patients to proceed or lose deposit.

  Business Response

  Date: 02/13/2025

  I hope this message finds you well.
  First, I would like to sincerely apologize for the inconvenience and frustration you experienced with us. We truly value our patients and strive to ensure every step of their journey with us is comfortable and satisfactory. I deeply regret that this was not the case in your situation.
  Regarding the change in your provider, I understand how unsettling that can be, and I sincerely apologize for any confusion or discomfort this may have caused. We always aim to provide clear communication about any changes, and it seems that we fell short in your case. Your concerns regarding the cancellation fee are also noted, and I want to assure you that the fee policy is designed to protect both the patients and the practice, though I understand it may feel burdensome in situations like yours. That said, we are committed to ensuring that our policies are transparent and fair.
  We take your feedback seriously, and I will personally ensure that our team reviews our procedures and communication to avoid such situations in the future. I would be happy to discuss this matter further and explore how we might make this right for you, whether through a refund or another resolution that aligns with our commitment to patient care and satisfaction.
  Please dont hesitate to reach out directly so we can resolve this matter to your satisfaction.
  Thank you for bringing this to our attention, and again, we apologize for the experience you had.

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22873486
  
  I am rejecting this response because:

  I have been trying to reach your office manager since January. I call I leave voice messages. I send messages and no one is able to get back to me. I just called your office a few minutes ago and I was told that the office manager is not available and a refund department will call me back. This would be the Eighth call I've made to your office and I'm constantly told someone will call me back but they never do. How am I to believe this time will be different? 
  
  Sincerely,
  
  Wish ***** *****

  Business Response

  Date: 02/14/2025

  Dear Wish *****,
  
  
  Thank you for your email and your patience.
  
  
  I have reviewed your case, and attached to this email, you will find a detailed breakdown of all the fees associated with your account.
  
  
  Please review this information, and if you have any further questions, feel free to reach out to me directly.
  
  
  
  ***** ***** Shermathe Wish 
  TOTAL PAID- $1,763
  DEPOSIT -$250
  INITIAL EVALUATION- $250
  
  CANCELATION FEE $1,500
  
  no refund due --$237

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22873486
  
  I am rejecting this response because: if I may ask, what was the purpose of your previous message insinuating that you would work with me to come to a resolution in the form of a refund of another solution that aligns with your organization? 
  
  Sincerely,
  
  Wish ***** *****

  Business Response

  Date: 02/18/2025

  Dear Wish *****,
  
  
  Thank you for your email and your patience.
  
  
  I have reviewed your case, and attached to this email, you will find a detailed breakdown of all the fees associated with your account.
  
  
  Please review this information, and if you have any further questions, feel free to reach out to me directly.
  
  
  
  ***** ***** Shermathe Wish QUANTITY
  TOTAL PAID $1,763
  DEPOSIT $250
  INITIAL EVALUATION $250
  
  CANCELATION FEE $1,500
  CHANGE FEE
  
  -$237

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22873486
  
  I am rejecting this response because: you've sent a breakdown of this several times. I am disputing your $1500 cancellation fee that's causing the negative balance. (which the center cancelled on me) my contract was for Dr. ** *** cancelled on me and tried to place me with a doctor that was not in my contract. 

  Remove the cancellation fee and refund me minus the initial deposit of $250

  And update no one called me back from your office as previously promised

  
  Sincerely,
  
  Wish ***** *****

• Initial Complaint

  Date:01/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was scheduled for surgery in Nov 2024. I decided to cancel the day before my surgery. I had at this point paid them $5125.00. I was told that they will charge me $3000 ($1000 for anesthesia, $1500 cancel fee and an nonrefundable amount of $500). I asked for documentation showing that I had agreed and understood these fees. They have refused to send me any documents and will not accept my calls or respond to emails I have sent. Till this day I have received no amount of a refund or any documents.

  Business Response

  Date: 01/29/2025

  Hello! Hope all is well; we apologize for the inconvenience. I will have a refund representative reach out to you today and I will personally escalate your request.

  Customer Answer

  Date: 01/29/2025

  I have heard this before that someone  from the refund department  will call me and send me the documents I have requested and this never happened.  I had also had a lawyer send a letter requesting documentation and that went unanswered. At this point I am requesting  a refund. Of the money i paid as new life has failed to produce any signed documents by me with these fees that they are mentioning.  I have attached  a copy of the draft letter that was mailed to new life. and the receipt  of the certificate mail. Someone  from new signed that they received  the letter and failed to produce  any documents.  

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22869682
  
  I am rejecting this response because:
  I have heard this before that someone from the refund department will call me and send me the documents I have requested and this never happened. I had also had a lawyer send a letter requesting documentation and that went unanswered. At this point I am requesting a refund. Of the money i paid as new life has failed to produce any signed documents by me with these fees that they are mentioning. I have attached a copy of the draft letter that was mailed to new life. and the receipt of the certificate mail. Someone from new signed that they received the letter and failed to produce any documents
  Sincerely,
  
  Tnori *******

  Business Response

  Date: 01/30/2025

  We would like to provide clarification regarding the concerns raised in this complaint.
  
  The patient chose to cancel their procedure the day before surgery, claiming they were unaware that their original doctor had unfortunately passed away. However, our coordination team had previously contacted the patient to inform them of this unfortunate news and had also confirmed their new doctor.
  
  Despite this, on the day of pre-op, the patient still decided to proceed with cancellation. At that time, the patient was made fully aware of the applicable cancellation fees. By this point, both the doctor and anesthesia team had already adjusted their schedules and were fully prepared to perform the procedure.
  
  As outlined in the signed contractwhich we will attachthe patient is responsible for the applicable cancellation fees, and the remaining balance will be refunded accordingly.

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22869682
  
  I am rejecting this response because:  I have heard this numerous times. With all due respect  at this point  I am requesting  a refund.  I have contacted New Life many times asking  for signed documents showing  I understand  and was advised  of the fees New life are  quoting that are my responsibilities.  I even had a lawyer  send a letter  certificate  mail  and never received  anything.  At this point please  start the refund process. 
  
  Sincerely,
  
  Tnori *******

  Customer Answer

  Date: 01/30/2025

  To give more background.  The MD i was originally scheduled to have surgery  with passed away and New Life never informed me. I had to call and ask for a different  MD. The day before my surgery  I decided  to not move forward  due to lack  of communication  many times from New Life. I was advised that I would  be responsible for $3000 and I asked for signed documentation.  No one was able to produced signed documents.  Showing i had signed understanding  these  fees. I had a lawyer  send a letter asking for these signed documents  and still nothing was produced . To this day I have not received  anything  from New life. They claim they have documents  that I signed . Please attach them New Life so that I may see my signature.  Please start the refund process and let me know when this will be complete  

  Customer Answer

  Date: 01/30/2025

  Also it's very strange  the New Life claims  that they reached out to me about the passing  of the orginal MD. I have attached  my phone log and you will see the numerous  times I had to call to get some one the phone. New Life never  called me to inform  me of anything. 

  Customer Answer

  Date: 01/30/2025

  I have also attached  text messages showing  the lack of response  from new life. 

  Business Response

  Date: 02/10/2025

  Thank you for reaching out to us, and I sincerely apologize for the difficulties youve experienced. We understand how important it is to have clear communication and transparency, especially when it comes to financial matters and healthcare services.
  We regret the inconvenience caused by the cancellation of your surgery and the confusion surrounding the associated fees. Our goal is always to ensure that patients are fully informed and that all financial policies are transparent. If you were not provided with the appropriate documentation regarding the fees and the cancellation policy, we deeply apologize for this oversight.
  Regarding your request for documentation, please find attached the contract that was signed.

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 

   

  Good afternoon 

   

  Thank you for sending over this contract. On the contract I see the $250 for the non refundable deposit.

  I don't see anything about $250 for initial consult 

  With the $1500 I mainly see that it says rescheduling. 

   

  Based on this it does show I am entitled to a refund

  The refund amount I should receive is $3750 ($5500 - $250 and $1500)

   

  Please let me know when the refund will be completed 

   

  Thank you

   

  Tnori

  
  

  Business Response

  Date: 02/12/2025

  I apologize for any confusion, but this decision is final. I have sent you a detailed breakdown of all the fees to your email, along with a copy of the contract that was signed. Please review the information provided.

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22869682
  
  I am rejecting this response because:

  I have reviewed  all detail information  and did not see anywhere about a fee associated  with an initial  consult  fee of $250. The refund that should be received  is $3750. Please let me know when this refund will be completed. As your departure  had sent me an email that asked if I wanted a refund and I had completed  the form request  and have not heard anything  back

  
  Sincerely,
  
  Tnori *******

  Business Response

  Date: 02/18/2025

  Good Afternoon Tnori ****** Shelton 
  Thank you for reaching out again. We understand your concerns, and I sincerely apologize for any frustration caused by this situation. We strive to ensure all of our patients are well-informed and that any agreements are clear.
  As per your request, I have attached the contract you signed when booking your surgery, which outlines the fees, including the cancellation and nonrefundable deposit policies. This document was provided to you during the scheduling process, and it serves as confirmation that you agreed to these terms at the time of booking.
  We understand that you are disappointed, and we take your concerns seriously. We do not want any misunderstandings and are always open to further discussion if you have any questions about the contents of the agreement or the fees.
  Please review the attached contract, and if you need any additional information or clarification, feel free to reach out.
  We respect your decision to move forward elsewhere, and we sincerely wish you the best in your future healthcare endeavors.
  Thank you for your understanding.
  

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22869682
  
  Thank you for following  up, but again I do not see the fee on the contact  for the initial  visit.  I have reviewed  the contract  and it does not list anywhere  a fee of $250 for an initial  consult.  You have also not addressed  my concerns  about a refund.  I had submitted  a request  for a refund and have not heard or received anything  about my refund. You speak about understanding  that I wish to move forward  with your facility but there is no information  on my refund. 

  Plesae confirm  when my refund will be completed.
  
  Sincerely,
  
  Tnori *******

  Business Response

  Date: 02/19/2025

  Thank you for sharing your concerns. We apologize for any confusion regarding the cancellation fees. Our policy was explained at the time of scheduling, but we understand youve requested documentation. We will send this to you promptly.
  Additionally, please let us know if your account is still active so we can proceed with the refund. Once confirmed, well review your case and take the necessary steps.
  

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22869682
  
  I am rejecting this response because:

  As I mentioned  before. Your company  does not communicate  well. There was no conversation  about a fee of $250 for a consult. The only fee that was mentioned  was the $250 non refundable  fee. Ad i also mentioned  i have went through  the contract you provided  and it does not mention anything  about a 250 consult fee.

  Pleaae mail me the refund as a check as I unfortunately  do the trust the refund  to be sent back on credit  card. As I had told the off the card I had on file was inactive  due to identify  theft.

   

  Please confirm  when the check will be mailed

  
  Sincerely,
  
  Tnori *******

  Business Response

  Date: 02/24/2025

  I hope this message finds you well.
  
  I would like to inform you that the fees provided earlier represent the final decision regarding your refund. Unfortunately, no further adjustments can be made, and these fees will be applied as stated.
  
  To proceed with sending your check, please provide your mailing address at your earliest convenience.
  
  Thank you for your understanding, and I look forward to hearing from you.

• Initial Complaint

  Date:01/23/2025

  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.

  Hi , in September 9th of 2024 I contacted New Life Plastic Surgery about a ***************** 360. I paid a $250 consultation fee (sent pictures & emailed medical records) I was told that I could definitely have my procedure done & I receive two free areas of liposuction. I had to pick two areas. I chose my thighs & arms. I scheduled my procedure for October since my birthday was coming up & I not too long ago became a Widow. So in October once my labs were sent. I spoke with the office personnel repeatedly. They were aware that I was flying in from out of town. I paid for ************** accommodations. Once I arrived on October 14th I went in to get more labs done & sign my payment paperwork. I paid ***** .I was scheduled for my procedure on The 15th. BEFORE the procedure,Dr.Dress introduces himself & ask me what procedure is he performing again? He looks me over & says ok lets get started.After surgery Im discharged. My thighs are NOT touched. My arms are the exact measurements when I arrived to him. He only liposuctioned the bare minimum on me . He did a little on my lower stomach, didnt touch the top at all. I had 7 punctures overall. The worst part is , I still dont have a **** lift. Youre told to keep the surgical girdle on . You have no way of knowing they have short changed you & wronged you until days later.After seeing a family member who is a nurse practitioner, my thoughts were correct. My measurements were the exact same before my procedure & after. I immediately started contacting New Life. Once I made the complaints they stopped communicating with me. I went through the office Manager ******, to the nurses. I was so frustrated, aggravated & starting to get depressed until I contacted Dr.Dresss cell(forgot I had the number) ****** played like she was concerned. I started taking more photos as evidence that I was duped out of my money. I sent them comparing photos. I look a mess please help me! I would like half of my money back PLEASE!

  Business Response

  Date: 01/27/2025

  Hello! Hope all is well; we apologize for the inconvenience. I will have a refund representative reach out to you today and I will personally escalate your request.

  Customer Answer

  Date: 01/27/2025

  Hello,

  I have more communication from ******, Dr. ******* manager. I stated in my original complaint that Dr. ***** examined me before my procedure. That exact day before I got on the table. He said nothing about loose skin. He promised me he would perform the procedure I paid for. I dont have confidence that they will refund me. They have displayed unacceptable behavior on handling my complaint. They lie & give you the run around. I have been going through this since October 2024 . I wont believe Im receiving a refund until I get it . How can I send 3 more emails please? This is very traumatic to me .

  Customer Answer

  Date: 01/27/2025

  Here are additional communications 

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22850219
  
  I am rejecting this response because:

  I have been getting the run around, being ignored & simply been discriminated against.

  I have sent emails of the communication with ******. I wont believe Im receiving a refund until I get . They play a lot of games for a business at *******************
  
  Sincerely,
  
  Donsynia *****

  Customer Answer

  Date: 01/27/2025

  Date problem occurred:10/15/2024

  Date complained 10/28/2024

  purchase date:10/14/2024

  product service : Plastic surgery 

  product date: 10/15/2024

  purchase price :$4 ,550

  payment :$4,550

  Business Response

  Date: 01/27/2025

  Thank you for reaching out regarding the patients concerns.
  The patient underwent liposuction (lipo) and a Brazilian **** Lift (BBL) as part of their procedure. During the consultation, the patient was clearly informed that skin revision would also be necessary for optimal results. However, the patient chose not to pursue the skin revision at that time.
  As demonstrated in the photos provided by the patient, the procedure was successfully performed. For further reference, please refer to the side and back angled images to better understand the results. While fat was removed and transferred to the buttocks, liposuction itself does not address excess skin. In fact, after fat is removed, the skin may appear looser or more saggy. This is a natural consequence of liposuction, and additional procedures such as skin tightening or revision may be needed to address this issue.
  As the procedure was completed as planned and no additional skin revision was performed, we are unable to issue a refund. Additionally, the patients concerns stem from excess skin, which is unrelated to the liposuction procedure itself. As such, they do not qualify for a revision under the scope of the original treatment.
  We hope this clarifies the situation and appreciate your understanding.

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22850219
  
  I am rejecting this response because:

  1) I was never informed about skin revision. Thats not true at all. Why wasnt my thighs & arms liposuctioned. You can clearly see my thighs were not touched . Its on the paper work. My stomach, thighs, arms & back were supposed to be liposuction. The fat was to be transferred to my ****.

  2) Dr. ***** never spoke of skin tightening. Why wasnt that never a reply from them when I started my complaint? Nothing that these ppl say is true. As long as they take your money they are done with you after you are botched up.

  3)I was asked to gain 5 pounds, I gained 6. He still botched my procedure. I had enough fat. If you look at my photos he only did minimal liposuction on the bottom of my stomach and not the top. No surgeon does that. 
  4) I feel discriminated against. Every woman of different races left satisfied. I was the only one with this disheartening results. 
  5) If it was an issue with the skin tightness, why did Alysen call me & tell me he would consider a revision for me in April? They are fabricating things as they go along.

  PLEASE carefully read the emails & communication. Pictures do not lie! Why would I pay over $4,000 to walk away looking the same? I would have chosen a better Doctor.
  Sincerely,
  
  Donsynia *****

  Business Response

  Date: 01/28/2025

  At New Life Plastic Surgery, we prioritize transparency and communication with all our patients to ensure they have realistic expectations regarding their procedures and results.
  
  As previously communicated in emails with ******, our Head Coordinator, we have thoroughly reviewed the patients concerns. Here are the key points to address:
  
  Clarification of Concerns: ****** informed the patient that the issue they are concerned about is related to excess skin. To address this, a skin revision or lift procedure would be required. ****** also explained that the patient does not have additional fat to remove, making a revision of their original procedure not feasible.
  
  Surgical Suggestions: The patient was advised during their consultation that the best course of action to achieve their desired outcome would involve combining liposuction with a skin removal procedure. However, the patient chose to proceed with liposuction and fat transfer only, declining the recommended skin removal surgery.
  
  Contractual Agreement: The patient signed a contract prior to surgery, which clearly states that:
  The practice of medicine and surgery is not an exact science, and fees are paid for performance of the services only, not for a guaranteed result. Although a good outcome is expected and reasonable effort is made to establish realistic expectations, there is no warranty, expressed or implied, as to the results which may be obtained.
  
  This clause was included to ensure the patient understands that while we strive to achieve the best possible results, individual outcomes can vary, and some results may require additional procedures.
  
  Willingness to Assist: We would have been happy to provide the additional procedure to address the patients concerns had they expressed interest in doing so. However, their preference to proceed with liposuction and fat transfer only limited the extent to which their desired outcome could be achieved.
  
  We regret that the patient feels dissatisfied and assure them that our team made every effort to provide clear recommendations and set realistic expectations. If they wish to discuss their concerns further or explore additional procedures, we remain open to assisting them.
  
  

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22850219
  
  I am rejecting this response because: ****** did NOT say anything about me having excessive skin until January *******. Pictures do not lie people do. Im sending the email with the date & time when she stated that. They have never been willing to assist. Its a bunch of lies dressed up in an email. Again, Dr. ***** examined be BEFORE he started the procedure. He is the Professional ! Why didnt he say  Mrs. ***** I cant perform the procedure you have paid for, you dont have enough body fat? You know why ? Because hes money hungry. Why didnt he liposuction my arms , upper stomach & thighs??? You can see from the photos he NEVER even touched my thighs even though its listed on the contract. Zoom in , I have circled it in red. All I want is a refund. I will be satisfied with half of my $4,5550 back. He literally did nothing satisfying to enhance my looks. And to keep defending his sloppiness is insane.
  
  Sincerely,
  
  Donsynia *****

  Business Response

  Date: 01/29/2025

  The patient requested liposuction with fat transfer, and that is exactly the procedure Dr. ***** performed. While the doctor may recommend an alternative or additional procedure, the final decision ultimately rests with the patient.
  
  Additionally, the patient is not eligible for a revision, as there is no additional fat to remove. Furthermore, the liposuction areas (thighs and arms) were included in the patients contract and were not an additional paid service.
  
  As the procedure was completed as requested, we are unable to issue a refund. No refund will be processed. We will attach the patients signed contract for reference.

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22850219
  
  I am rejecting this response because: Where is your proof that Dr. ***** performed the procedure I paid him in full for? If he kept his word & did the revision I wouldnt want it. You guys are full of lies & deceit. God sets high & looks low. Ive obtained an attorney 
  
  Regrets,
  
  Donsynia *****

• Initial Complaint

  Date:01/05/2025

  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 pay ******* get liposuction from new live plastic surgery.The day I went on my appointment.They said they couldn't do it.Because I needed to lose 20 pounds.They had my money for 2 months My husband wind up dying. I asked them for my money back. For the would not give me my money. And they still have not given my money.

  Business Response

  Date: 01/06/2025

  Hello! Hope all is well; we apologize for the inconvenience. I will have a refund representative reach out to you today and I will personally escalate your request.

• Initial Complaint

  Date:12/26/2024

  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.

  During the interview with the doctor and the financial department they ask me for $6500.00 to have the surgery done, and in the event that I was not able to go true the surgery , they will only were going to change $500 plus any medication that was needed for the surgery, due to a personal issues about the way the doctor ******* conducted hit self and they way the hospital was conduction the surgery I change and I cancel the surgery. After all that they only return $2600 4 months later. They that only take your money but the are not professional Where is my money

  Business Response

  Date: 01/06/2025

  Hello! Hope all is well. We apologize for the inconvenience and we can assure you that our main goal is to help our clients.  refund request was processed on (09/19/2024)via check . If you have any other questions, please contact our office. Please remember that deposits are non-refundable.
  
  

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22734207
  
  I am rejecting this response because:
  The amount that was refunded was not the amount that I was supposed to be refunded, during the meeting the total cost in the event of cancelation was only $500, and I cancel due to the amount of negate reviews of the hospital were multiple people have died and another sufferer medical complication. I'm requesting a full refund minus the $500.00

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

  Business Response

  Date: 01/07/2025

  Dear ***** ***** ********,
  
  Thank you for reaching out to us. Upon reviewing your case with management, we would like to clarify that all applied fees are outlined in the signed contract. As per our policy, the deposit is non-refundable. The amount refunded has been accurately calculated based on these terms.
  
  Please find the contract attached for your reference.
  
  We appreciate your understanding, and if you have any further questions or concerns, feel free to contact us.

• Initial Complaint

  Date:12/20/2024

  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 went to have surgery 11/7/24 which was already a hassle . Original date was 11/8/24 On November 4th i was contacted by the facility and told that they changed my surgeon without my consent from DrManny to Dr ******** I told them i was not comfortable with the switch. Fast forward my surgery was moved . I am UNHAPPY ! Mortified actually . I paid for a *** and lipo 360. With more attention needing focus to my buttocks . I am beyond unhappy . It looks as though nothing was done besides lipo 360. There are only 2 incisions at the top of my buttocks area when there are supposed to be 4 (2 on top 2 on underneath) spoke to someone there and she was shocked that i was missing two incisions) especially for having a bbl . Idk if he even performed my surgery in the first place since i only seen him 5 minutes before being sedated and havent conversed with him since ! Even though Ive been begging and pleading for them to return my calls or even reach out to me! I paid too much money to be unsatisfied or to be left unheard , especially since i did not finance this procedure and paid cash ! I have done nothing but cry since the date of surgery, i dont know why they would take my money . The way my body looks I could have gone to the gym and received a flat tummy after working out , my sole reasoning for coming was specially for my **** .

  Business Response

  Date: 12/20/2024

  Hello! Hope all is well. We apologize for any inconvenience. We understand how you feel and we will create a ticket for you. I will personally escalate your request and you should be hearing from someone soon.
  
  

• Initial Complaint

  Date:10/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had 2 procedures with this place for 09/24/2024. A *** and then my second procedure breast lift with silicone. I paid for ahead because from the initial consultations they said my doctor could do both. Everything was paid off but breast lift I only owed $400 left on it and about 2 weeks before surgery they tried to switch my surgery date because my doctor wasnt available. I tried to change my flight but I had already bought my flight since MAY and wasnt changeable or refundable. They said they would continue with original date. A week before surgery they told me my doctor wouldnt be able to do my surgery due to my bmi from the pics I sent in my initial consultation. that being said why did they tell me he would & write me a contract and take my money then? I let her know Ive lost a lot weight and my bmi was in the requirements. Then they tried to switch me doctors I said no. On the day of my pre-op my *** sees me and told me I would be dissatisfied with my results if we did both procedures as state law only lets them take 1 liter of fat if Im having 2 procedures as opposed to the 4 liters max and so he advised me to just do my bbl. He said I would get my money back. Front desk then made refund ticket withdrew $250 deposit from my $4600 payments and ****** who is in charge of my ** patients assured me I would be getting back ***** a 2 other ladies from front desk. I asked them about any extras fees and said it wouldnt apply to me.because I also was needing a follow up biopsy my refund would take 7 days. I recorded from the beginning and I have text messages and video. They said to give it another 7 days and that I would get my *****. Its been over a month. *** ******* in charge of refund told me I would only be getting 1850 because of $1500 cancellation fee, $500 rescheduling fee and 500 deposit but they already taken 250 from my invoice which is why it went from 4600 to 4350. I called my bank they said theres no refund pending new life had cancelled it.

  Business Response

  Date: 10/31/2024

  Thank you for reaching out regarding the claim made by [Patient's Name]. We appreciate the opportunity to address this matter.

  The patient had surgery scheduled for September 24, which included a BBL procedure and a breast procedure. On the day of her pre-op appointment, she canceled the breast procedure. As a result, a partial refund was issued after applying the following fees:

  -A $1,500 cancellation fee due to the cancellation occurring less than 30 days before the scheduled surgery.
  -A rescheduling fee of $500 for each reschedule beyond the first, and the patient had two reschedules.
  -A nonrefundable deposit of $500, which was for holding her place and the initial evaluation.
  After applying these fees, the patient was refunded a total of $1,850.

  For your reference, I have attached a breakdown of all the fees applied, her contract, and the receipts for the refund, which was processed in three parts: $1,090, $60, and $700.
  If you have any further questions or need additional information, please feel free to reach out.
  Thank you for your attention to this matter.

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22494835
  
  I am rejecting this response because: Ive attached text messages with my coordinators that I kept the original date and I never not once tried rescheduled. My invoice you can see my deposit was for $250 which they withdrew from my $4600 payment. And I went in there thinking I was getting my breast procedure. I never cancelled, I never had any intention to cancel I even paid for extra days at my recovery home went prepared for a breast surgery that they did not do. Now they want to cover themselves with lies to keep my money. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 11/04/2024

  Subject: Final Decision on Cancellation Fee

  
  Dear ***** ******* ****** *********

  
  I hope this message finds you well. I am writing to provide a final decision regarding the cancellation fee of $1500 that has been applied to your account.
  As outlined in the contract you signed prior to your scheduled surgery, it clearly states that cancellations made less than 30 days before the procedure, particularly due to withholding critical medical information, such as a history of DVT, render the patient ineligible for a refund. This policy is in place to ensure the safety and well-being of all our patients, as well as to cover the costs incurred due to last-minute cancellations.
  Despite these circumstances, we have made an effort to accommodate you by refunding a partial amount. Additionally, we addressed the chargeback you initiated; our documentation, including your signed contract, demonstrated the terms of our agreement and confirmed our position.

  
  We understand that this situation is difficult, and we appreciate your understanding of our policies, which are designed to uphold the highest standards of patient care. If you have any further questions, please feel free to reach out.
  Thank you for your attention to this matter.
  Best regards,

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22494835
  
  I am rejecting this response because: I understand theres a cancellation fee thats fine and a deposit thats fine. Im asking for my rescheduling fee to be refunded because I never called to reschedule my coordinator called me 09/11 trying to reschedule and I let her know I cant I wouldnt be able to because I had bought my flight since MAY and I booked my recovery home since MAY thats I wanted my current date. You can read the text messages that I was concerned.  Please I just need that money refunded because its not fair I never rescheduled someone in your department made a mistake and thats all Im asking for my $500 rescheduling fee. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 11/05/2024

  Good morning,
  I would like to inform you that the final decision regarding your case is made by management. They have reviewed the details and determined the applicable fees based on the contract you signed with the clinic. This includes the cancellation fee, the deposits, and the two reschedulesalthough we are only charging for onealong with your final decision to cancel the surgery.
  

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22494835
  
  I am rejecting this response because: New life keeps saying I rescheduled but fails to show any proof of me rescheduling theyre absolutely lying to stay with more than half of my money out of $4600 theyre only trying to refund me $1850 and keeping 2750 how is that fair. Ive shown proof of conversation that I never rescheduled but they dont say anything about that they choose to turn a blind eye just to keep my money. I never rescheduled NOT ONCE. I had everything set 09/24/24 since MAY. Just how I paid in advance I make made sure I did all my booking in advance. Management isnt aware of those messages with the coordinator because *** ******* isnt showing them my proof. Theyre leaving me no choice but to go in person because *** ********** tried to reschedule me 09/11 and I said Absolutely not because I had already booked my flight and recovery home for the the week of the 24th. Please refund me my rescheduling fee. This isnt being an honest company and thats not the way to keep customer coming back its the lying to keep your money very unprofessional. With all the complaints its clear to see this company will scam you out your money. This isnt fair to me and this has taken a toll on my health. I will continue to fight for my money I will never let this go.  Theres the proof you can read I never rescheduled. How can management see the the proof and ignore it. Wheres the professionalism? 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 11/06/2024

  refund will be process today