I have been a long time, mostly happy customer of Aspen Dermatology. I’ve had great experiences with Dr Taylor, Casey, Dr Krueger, Allison, and I adore Charlie at the front. She is always so friendly and great. I am hoping this review will be taken more as a suggestion for Aderm management.
Being a regular customer, I know a lot about the different lasers offered and what they target. I was in Dr Krueger’s office and we talked about me doing a spot IPL on a few sun spots, and I said I wanted to do a Fraxel on my chest to get rid of the lines as well. That is something Casey suggested to me in a previous appt. I called to book, and the receptionist said they don’t have the fraxel in GWS, so I scheduled it in Basalt. Someone called and said Erin Kelly wanted to do a consultation, so I said fine and booked it. They didn’t mention a $50 consult fee, otherwise I would have explained I already had a consult with both Dr Krueger and Casey. I figured it was because I didn’t know Erin yet, and that she wanted to see the area before the treatment to be sure. I met with Erin who seemed nice and knowledgeable and told her what I wanted to do. She said ok and I was charged $50. I asked if the $50 was applied to the service and the woman at the desk said no they just started charging a $50 flat fee for a consult. There shouldn’t be a $50 consult fee for a regular customer who already had two consults and referrals from internal Aspen Derm staff.
I was also told in GW that because I had a balance from a previous cosmetic week deposit, I would receive a discount. When I was in Basalt, they said it had to be a minimum of a $250 balance to receive the discount. I explained what was said in GW, and she said that was not correct. It was stressful, and I don’t like confrontation, but this happened along with the surprise consult fee so I was a bit taken aback. I said I would just cancel the appt and wait until the next cosmetic week, and then she said they would honor the discount.
My suggestion to management is to train staff on what the policies are, so everyone is on the same page and there is better consistency on what is communicated to the customer in all the offices. I’ve thought this for a long time. There are great people who work at Aderm, but there is a disconnect on the customer service and communication at the front.