Office review: poor client experience/transactional process

I was initially excited to get the ball rolling with Dr. Grawe for a breast augmentation; however, the inconsistent and limited communication on the front-end of the process steered me away from committing to ROXY Plastic Surgery for my procedure. Here was my experience: I submitted an online inquiry shortly after elective procedures were permitted following COVID restrictions. It is advertised online, "contact us at any time and we will get in touch with you right away", but many days passed without contact so I reached out to them understanding that these were unusual times and perhaps my inquiry was overlooked.The receptionist on the phone was friendly and apologized that no one reached out to me and was able to give me a brief overview of the process and at the end of it I felt confident that the poor communication was a one-off. I ended up paying for a consultation (virtual) and was told someone would reach out to me with the next steps. I did receive a dry email from the patient coordinator indicating what documents I needed to send to her (license, electronically signed documents, and pictures).I sent all of those items back to the patient coordinator within a business day and then received a "virtual consult" from Dr. Grawe via email correspondence. She shared generic information about the process, but also answered some specific questions that I had, and then told me that the patient coordinator would be in contact to share a quote and work with me to schedule a procedure. I received the quote and truly did not have a problem with the price, but I asked the patient coordinator if it included the bonus offer that was listed on RealSelf.Instead of asking for clarification, she simply stated, "I'm not aware of any bonus offer." It was off-putting and although most emails from the coordinator ended with the routine "Let me know if you have any questions." I felt as though she really didn't want to answer any of my questions. Once I provided the link to the offer she then confirmed that I would receive a bonus offer and then we worked on scheduling. This is where things really fell apart for me. The patient coordinator asked if I had a date in mind, and I shared a 2 week timeframe. She replied with a date and asked if it would work and also shared the payment process.I responded the next business day and said the date worked and I would call with the payment information only to receive an email saying the date was no longer available and she then offered me another date outside of my timeframe. This tells me that their scheduling process entails double booking, which is a poor business model in my opinion. I told her the date would not work for me and stated that I needed something in my timeframe.... and it was crickets.I called after waiting for 5 days and asked to speak with her directly and cordially shared that I was following up because I did not hear back, and she said, "Well you said the date didn't work." I was confused by that; that I would pay a fee to start the process and it would be the surgery center that passively concluded the process? I shared my perspective and expectations and then suddenly there was a shift in tone and also her ability to problem-solve, but my frustrations were spent and I opted to not go with them.All-in-all my biggest qualm was the transactional nature of the process. This was my first experience with a cosmetic surgery center, and I honestly did not have any frame of reference to know what "normal" service looked like. I opted to go with Columbus Aesthetic Plastic Surgery (CAPS) and can confirm that the customer care I received from ROXY Plastic Surgery was subpar. And who knows, Dr. Grawe may be a great surgeon, I can't speak to that, but a great business model delivers from start-to-finish.