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Questionable customer service I am jaded and hopefully, it gets better.

Name: Questionable customer service I am jaded and hopefully, it gets better.
Item: Humberto Palladino, MD, FACS
Author: Magic Masterpiece

ORIGINAL POST

Questionable Customer Service

Magic MasterpieceJuly 30, 2020

$16,000

I am jaded and hopefully, it gets better. I have had nothing short of a horrible customer service experience dealing with Top Aesthetics. I sent in my request for a consult with all of my pictures and height & weight. I was told that I was a great candidate and we started the process to book and secure my date. I paid the 500 deposit and my original surgery date was set for 7/31/20. A week prior to my surgery I was told that my Sleep Apnea would prevent me from having surgery. This was an old DX pre-weightloss and I had my primary care doctor correct the issue. I was then told also a WEEK prior to my surgery I needed to be a BMI of 32 for safety reasons. I asked why I would just now be getting this information. They claimed to have given it to me prior but I was able to prove I never got that information. Of course I want to be safe so I agreed to push the date and loose the extra weight. Mind you I have been going back and forth with their preop department about them not receiving the documentation for my mammogram and revised document. Additionally I have already given them payment in full over 16K. I then get a message TODAY a day prior to my original surgery date stating that my urine culture shows bacteria. I told them that couldn't be right because my doctor would have told me. So I reach out to my doctor who says and I quote: "Shonnah, your urine culture was NEGATIVE, which means normal!!!Ask them to call me if they have concerns." I told their preop this and they STILL want the test done again. I asked them why wouldn't my medical history and tests they requested be reviewed all at once to prevent this back and forth. They stated that they have three people check the charts and the anesthesiologist it the one who flagged this issue. I don't know what to think I am so upset and irritated, It shouldn't be this hard!

Magic Masterpiece's provider

Humberto Palladino, MD, FACS

Board Certified Plastic Surgeon

Replies (2)

Humberto Palladino, MD

August 2, 2020

I am sorry you feel bad about this. Perhaps this did not came across well but I believe you are complaining of us being thorough with your preoperative evaluation to keep you safe. Often times patients send erroneous information when they submit their original consultation that doesn't match the information on the surgical clearance. You might have been approved with the original information but denied once we got the correct results from your PCP. Also, because some parameters may be originally overlooked, we have several steps were information get rechecked and in your case happened that the rechecked values found abnormal results closer to your surgery date which in fact is better than having had missed those. I believe you should be glad that we found these things before the procedure so we can correct it and you can enjoy a safe recovery and not to have a problem related to things that were overlooked . With regards to your urine test is if your primary physician did not tell you so, the problem it's not ours, it is with your primary physician. We definitely won't tell you your urine test is abnormal if it's not. We are very experienced and take every precaution possible, and this is why we do procedures on patients that other surgeons would deny. Lastly,, if you were told that you were a surgical candidate based on the original information submitted but later we found that the information submitted does not match the records of your PCP or you had conditions that were not originally disclosed, we will put the surgery on hold or cancel it if the conditions can not be reversed. Once again, we are sorry you feel disappointed but we do this to keep our patients safe. At Top Aesthetics safety is our #1 priority.

Magic Masterpiece

August 2, 2020

Thank you for the prompt follow up. I am not angry that you all are being safe I truly appreciate that as I want the best outcome possible. My displeasure is with the process NOT your methods. I work with large organizations for process improvement. All I wanted to convey in this post is my customer experience has not been great. I still love your work and believe in your methods and results this is why I am working hard to meet your requirements.

UPDATED FROM Magic Masterpiece

10 days pre

Improved Customer Experience

Magic MasterpieceAugust 17, 2020

I wanted to update my post since my last interactions with the care coordination team. They have been more responsive and understanding of my point of view as a customer. Barbara has been so great to me and helping me understand what comes next and helping to change things as needed. I am feeling a lot better about my interactions with this team

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