Mark Mandell-Brown, MD, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
Regards,
*** ***Hi ***,Thanks for helping manage this I still feel that I was misled by the estimated rangeThat range and the positive reviews of the business are what got me in the door instead of another businessI am surprised to find that such a business would not stand by their employees and their communications and honor the information that was providedI would've gone elsewhere had Mandell-Brown provided the actual range I should expect to pay. We are both in complete agreement about the events that occurred, there is no dispute there It is clear to me that these events classify an unethical business practice which is why I am reporting to the Revdex.com Thanks,***

Hi ***,Thank you for your patience in my response. Anyway, I am not satisfied with the business' responseEven though they did give me the $price prior for my approval prior to beginning the procedure, the original estimate is what got me in the doorI think it is an unfair business practice to advertise lower rates than actualOnce I had already invested the time and took off work to get to the appointment, it was going to be a hassle to say decline the procedure and reschedule another appointment elsewhereThat was the reason I requested approximate pricing in the first placeI was also under the impression that if there were a consultation fee, I would be charged it regardless of whether or not I had them perform a procedure or not, and am not convinced that they would not have charged a consultation fee if I didn't go through with a procedureIn that mindset, I felt inclined to go through with the procedure.Does the Revdex.com have an opinion on this case?Thanks,*** ***

Our patient coordinator sent the patient that email which unfortunately has not been updated in several years.However, when the patient came in I examined the mole and quoted them BEFORE any procedure was performed that to remove that particular mole it would be $250.   At that point the...

patient has the choice to proceed or not to proceed.I also spent time with the patient discussing various options including :   shave excision, complete excision, or observation.  I go through the benefits and risks including :  scar, indentation, redness, infection, bleeding, further treatments such as microneedling or microdermabrasion to improve the contour if required.  There are additional fees for those extra treatments.  Complete excision is more expensive because the Operating Room is required with sutures, nurses, and more surgical time.The patient was NOT charged a consultation fee of $60.00.   I also informed the patient that if pathology is important for their verification-- those fees would be billed by the hospital and can be an extra $300 to $400.  The patient signed a pathology waiver and chose not to have the specimen sent.Until the patient actually is evaluated, an exact fee can not be promised.  I always give them the option to think about it as they can always reschedule.If they felt the fee was excessive, they could have declined the procedure and they would not have been charged for the consultation. The patient also could have gone to an Urgent Care or  primary care physician for removal.  However, the patient sought a higher skilled plastic surgeon.  We also do not charge for a follow up visit if the patient has any concerns about healing.We strive to provide honest, excellent care for our patients.  I have built a reputation on being honest with patients, only recommending procedures when they are helpful, and providing skilled care.  This patient may have felt that they were misled but an email estimation without seeing the mole/moles is hardly realistic.  I have asked my staff to change the wording and that final costs can only be determined at the time of consultation.  However, I have removed thousands of moles over the past 30 years.  This is the only time a patient complained. That speaks for itself.

We reviewed the original email sent to this patient.  The word "estimate" for cost was used.  When the patient or any patient has a mole removal or Botox or any procedure-  I always give them the exact cost before proceeding The patient can either proceed or decline.  I have seen patients from other practices who were not given prices beforehand and had "sticker shock" when they went to pay.  At The Mandell-Brown Plastic Surgery Center we pride ourselves and strive to provide excellent and compassionate care. Providing fees before a procedure is standard for us and email estimates are only "estimates"Since this patient was given an exact fee once she was evaluated in person- we do not feel she was misled.

Hi [redacted],Attached is the email estimate Mandell-Brown sent me. The actual bill is also attached. I feel that I was misled because the estimated price that I based my decision to go to Mandell-Brown on was less considerably less than the price they actually offered for the mole removal service. Please let me know if you need anything else. That address for me is correct, but I did not see this original correspondence. Thanks,[redacted]