This review concerns how the Patient Experience team handled a visit to The Skin Center on…read moreSeptember 19, 2024.
I had been a client for about a year and a half, regularly seeing an outstanding nurse, D.M., who left in April 2024. Every treatment from her--Dysport, filler, and even treatment for my gummy smile--was perfect. She completely corrected that issue, and I was consistently pleased with the results.
On September 19, I saw a new (to me) practitioner, Bailey. She was kind and seemed to understand that I just wanted to maintain the results D.M. had given me. Unfortunately, that wasn't how it turned out. I contacted the office with concerns, and Bailey responded quickly and scheduled a follow-up for September 24 to correct the Dysport placement that hadn't reduced my gummy smile as expected. I appreciated her willingness to fix it, and I understood that, as a new patient to her, a correction might be necessary.
In the following weeks, I noticed heavy creasing around my face--outside my normal smile lines--and saw this clearly in photos. I compared them to earlier images from just a few months after my last visit with D.M., and the difference was significant.
I contacted the Skin Center again. Bailey was once again helpful and kind. She said it could be related to the crow's feet injection spreading to the zygomaticus muscle, which affects lip elevation. She explained that if that was the cause, the best solution would be to wait about three months. She also asked if I had experienced weight loss; I had lost about 8 pounds, but not enough to explain the change.
After doing some research, I found images showing the results of neurotoxin spreading to the zygomaticus muscle, and they matched what I was seeing. I was grateful the result was just creasing--some outcomes are worse. I appreciated that Bailey was transparent and gave me two options: she could fill the creases at no charge or I could wait it out. She recommended waiting, and I agreed.
The experience took a disappointing turn when I asked for a refund and the Patient Experience team got involved.
I requested a full refund to my original payment method, as the results were not what I expected. Anna Lukas responded that the creasing was not caused by Dysport (despite Bailey suggesting otherwise) but said they wanted me to be happy. She added that the product Bailey used for the correction had already been "comped" and offered a partial refund or in-center credit.
This response was frustrating. Corrections are routinely done at no charge and shouldn't be framed as a special favor. More importantly, offering credit assumed I'd return, even though I wasn't sure I wanted to. Anna's tone implied that the problem was my face--not the treatment.
I responded that I wasn't open to a partial refund or credit. Anna later said I could receive a full refund--but only if I signed a legal document including a non-disclosure agreement. I found that extremely inappropriate. No patient should be silenced from sharing an honest experience, especially after a cosmetic procedure left them visibly worse than before. I was embarrassed by my smile and sought answers in good faith. Bailey and Faith responded with professionalism and kindness. Unfortunately, I can't say the same for the Patient Experience team.
To be clear: Bailey, Faith, and especially D.M. were all wonderful. The issue is not with the Shaker Heights team themselves--it's with how the Skin Center's leadership responds when things go wrong. Rather than taking accountability, they deny fault, offer token gestures, and rely on legal tactics to quiet dissatisfied patients.
I can't recommend the Skin Center--not because the team at Shaker Heights lacks skill or care, but because if something goes wrong, the Patient Experience team is not equipped to handle it with empathy, transparency, or integrity.
