Gregory A. Alouf, M.D./Alouf Aesthetics Cosmetic & Laser Medicine

Revdex.com:
At this time, I have not been contacted by CHENAULT Creek Apt. regarding complaint ID 10738114.
Regards,
[redacted]

I have been a patient of Dr. Alouf since 2009. In that time I have had liposuction, a tummy tuck and a breast lift with silicon implants. I could not be happier with the outcomes of each procedure. Dr. Alouf is a kind, compassionate and knowledgeable surgeon. His bedside manner surpasses any doctor that I have ever encountered.

Amazing experience! From the initial call to set-up the appointment, the front desk staff was friendly and very welcoming. The day of the appointment, there was little to no wait time, the front desk staff make me feel comfortable and right at home. The office was tidy, clean and very stylish. The nurse that escorted me back to the patient room, was pleasant and chatted with me about the procedure that I was seeing Dr. Alouf for. She was very knowledgeable and addressed all of my questions. She continually checked on me while I was waiting for the procedure and reassured me.

Dr. Alouf did an outstanding job, during the consultation he gave me expert advice and what he felt would look best. His guidance and suggestion was spot on… The procedure was painless, took the allotted time I was told and he walked me through the procedure step by step as he was doing it. He was always checking to make sure I was okay, if I had pain and where we were with the procedure. It went beautifully, I was given clear after treatment instructions both verbally and in writing. I also received a follow up call the next morning, to see how I was doing and if I had any questions. I’ve just been totally overwhelmed and shocked by the level of professionalism and customer service. I would highly recommend this practice over and over again....

Review: I called Alouf Aesthetics to discuss Spider Vein Therapy for Black Skin. I wanted more information on the Sclerotherapy treatment. I asked the receptionist about the estimated price, and Mr. Alouf knows I only have a few veins because he's looked at my legs before even doing laser. I used to be a customer of Mr. Alouf's until I moved out of town. I know him personally so I asked the young lady if I could have him call me back to discuss because I now live to far to drive in for a consulation and I wanted to have enough money for the visit. She became rude by telling me would not talk to me he would only have her call me back so this would not be an option. I shared that I new Mr. Alouf and he would talk to me she eventually hung up in my face. I called back she had someone else answer the phone I think others should know that the customer service for this business has changed to poor and all my other co-workers in Roanoke should be aware. If you are going to pay at least go some where that you could have good service. I called Alouf Aesthetics to discuss Spider Vein Therapy for Black Skin. I wanted more information on the Sclerotherapy treatment. I asked the receptionist about the estimated price, and Mr. Alouf knows I only have a few veins because he's looked at my legs before even doing laser. I used to be a customer of Mr. Alouf's until I moved out of town. I know him personally so I asked the young lady if I could have him call me back to discuss because I now live too far to drive in for a consultation and I wanted to have enough money for the visit. She became rude by telling me would not talk to me he would only have her call me back so this would not be an option. I shared that I knew Mr. Alouf and he would talk to me she eventually hung up in my face. I called back she had someone else answer the phone I think others should know that the customer service for this business has changed to poor and all my other co-workers in Roanoke should be aware. If you are going to pay at least go somewhere that you could have good service.Desired Settlement: I would like a written apology because I will never use his services again due to his staff.

Business

Response:

I was informed today (Tuesday 6-24-14) that on Friday (6-20-14)that Ms. [redacted] called the office

regarding spider vein treatment. Two of my front office staff took the phone calls that dealt with this

encounter. I have read the complaint submitted by Ms. [redacted] and have also conferred with my two

office staff regarding this situation. I will respond to the complaint and its content below.

"l wanted more Information on the Sclerotherapy treatment. I Asked the receptionist about the

estimated price, and Mr. Alouf knows I only have a few veins because he's looked at my legs before even

doing laser"

This patient has not been seen here for over five (5) years, therefore she is not an active patient. It is

our policy and also standard policy of all ethical offices to not quote prices over the phone. All patients

are treated with the utmost respect and courtesy. The front office staff kindly informed Ms. [redacted] that

all patients have to come in to receive a formal consultation and an evaluation. The final step of this

encounter is to formulate a treatment plan. All people have very unique and different concerns as well

as different problems that need to be addressed. Without first evaluating patients it would be

impossible to give accurate and ethical quotations over the phone, In addition, the last encounter I had

with this patient was over five years ago, therefore this patient definitely would need to be evaluated as

she is now five (5) years older and things definitely change during this amount of time.

"I know him personally so I asked the young lady if I could hove him call me back to discuss because I

now live to far to drive in for a consultation and I wanted to have enough money for the visit."

This patlent does NOT know me personally. All of the encounters that I have had with this patient have

been solely on a professional level (physician-patient relationship).

"She become rude by telling me would not talk to me he would only have her coll me back so this would

not be an option."

Contrary to th¡s statement, I was informed by both of my office staff members that Ms. [redacted] was

trying to speak to me the day of the received call. My staff informed her that l was not in the office that

day. Also, my staff recorded her phone number and wrote all of her pertinent information on our office

message board for me regarding returning her call. I make it a point to personally call all individuals who

desire more information, regardless of if they are existing patients, former patients, or new inquiring

patients. Before I returned to my office and had a chance to return Ms. [redacted] call I received this

complaint.

"l shared that I new Mr. Alouf and he would talk to me she eventually hung up in my face."

I actually received different information from my office staff pertaining to this above statement. My

staff informed me that Ms. [redacted] seemed upset that she could not speak to me that day. She became

angry and stated, "she hoped Dr. Alouf had not grown that big that he was "too good" to talk to his

patients on the phone, and that If he had, she was, sorry for him". Both staff relayed this information to

me. My staff informed me that she started yelling and became irrational. My staff appropriately made

a professional decision to end the call due to her irrational behavior, however, relayed to Ms. [redacted]

that they would give me the message. The phone call ended. Ms. [redacted] immediately called back and

asked the staff to "scratch that", and she did not want to come in to an office where the Dr. had gotten

too big and that she didn't know if it was him or me. The patient abruptly ended the call.

A third call was made to the office and a different office staff member answered the phone, My staff

informed me that the patient was screaming and yelling telling her she was going to report our office to

the Revdex.com. She abruptly hung up the phone before my office staff member could say a

word to her.

Summary:

All of the staff here at Alouf Aesthetics are the most professional, courteous, and caring individuals that

ex¡st in any medical office setting. I have worked tirelessly to put together a team of individuals who

truly evoke empathy and compassion towards all patients! This is a must in my office. If staff in my

office do not believe in the "Patient Experience" then they don't last long here!

Ms. [redacted] statement "the customer service for this business has changed to poor" is untrue and is

contrary to our mission statement. We strive to provide the highest quality of complete patient care to

the individuals in our community, in fact, the two individuals who she dealt with during the three (3)

phone calls each have over six (6) years employment here at Alouf Aesthetics. Their primary goal is to

interact with patients over the phone on a daily basis. They have interacted with thousands of patients

over the years. Instead of complaints, these two individuals frequently receive compliments regarding

their stellar care, respect, and concern for others.

This is the first complaint from an individual/patient in over ten (10) years of doing business here in

Salem, VA. I am sorry that Ms. [redacted] got the wrong impression of my staff. I am also saddened to

think that she would write a negative and untrue account of the interaction between her and my office

staff. In the end, it certainly does not do anyone any good, but merely projects untrue and hurtful

internet content.

Alouf Aesthetics

Gregory A. Alouf, MD

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Overall, I'm not satisfied with the response because I called for a service and the receptionist hung up in my face, yes I called back because I was upset a professional in a company that I've spent several 1000 dollars at hung up in my face.. I will tell everyone I know my experience with this business. Its sad because I use to be a supporter but that's what happened when you hire people with no skills.

I have dealt with Alouf Aesthetics for over 5 years. The staff is very kind and courteous. Dr. Alouf has performed a tummy tuck with liposuction on me. I would highly recommend him to anyone !!!

I have never been in a medical environment that made me feel so 'at home'. From Dr. Alouf to all of the staff and even the office décor my experience at this facility was wonderful. Dr. Alouf is a kind and genuine person. The front desk ladies are professional, friendly, and very welcoming. The staff in 'back' could not be any better at making you feel safe, comfortable, and okay with your procedure and your self!

I would recommend this facility to anyone considering any procedure that they offer!

Thank you Alouf Aesthetics!