- Report: #1134140
Report - Rebuttal - Arbitrate
Complaint Review: The Refinery TRUSTED BUSINESS | Ripoff Report Verified Safe™ …businesses you can trust. The Refinery's patient care model reflects close, personal relationship between patient & care provider including dedicated treatment counselors throughout the duration of patient's treatment. The Refinery a medical center focused on effective & safe anti-aging treatment for men & women.
REFINERY HEALTH6240 N FEDERAL HIGHWAY Fort lauderdale, Florida USA
The Refinery REVIEW: The Refinery dedicated to 100% customer satisfaction. The Refinery takes an individual approach when providing treatment to patients ensuring best possible results.
*UPDATE: The Refinery pledges commitment to Ripoff Report Corporate Advocacy, Business Remediation & Customer Satisfaction Program. A program that benefits consumers, ensuring complete satisfaction, confidence when doing business with a member business. The Refinery recognized by Ripoff Report Verified™ as a safe business service.
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EDitor's UPDATE: Positive rating and recognition has been given to Consolidated Credit for its full commitment to quality customer service.
Ripoff Report's discussions with The Refinery have uncovered an ongoing dedication by the company to total client satisfaction. This means that clients can expect that the company will work towards finding a mutually satisfactory resolution to any concerns. The Refinery listens carefully to client concerns and sees them as an opportunity to learn from past mistakes and become more efficient as a company in the services offered and the support for those services.
Mr. Brandon Heath has informed us that his personal philosophy is that his patients success are the heart of his business. As a successful businessman, Mr Heath feels it is critical to listen to his clients and respond properly. [continued below]....
Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..
The information provided in this report below is based on comments made by Ivan Battern during an onsite inspection held by a third party verification company with no biases toward Refinery Health.
Refinery Health is a medical center that offers various treatments for men and women in the field of anti-aging, as well as other specialties, "we offer various treatments. Our specialty is erectile dysfunction, hormone therapy for men and women, and weight loss. Our basic business model is to provide unique and individual treatment options for patients that require our services. Our vision is to make sure that we treat patients on an individual basis and to see it that everyone get great results for our therapies.”
Refinery Health has various avenues of marketing that generate leads for their company, "we have acquired leads in various ways through the years. We have used Palm Beach Post, Sentential, radio, billboard advertising. Just to name a few.”
Ivan Battern the Vice President for Refinery Health went on to explain the typical experience that a potential patient would receive with their company, "Absolutely, the sales process is very simple. An individual would contact our appointment line. We have a direct line for new patients. They call in and make an appointment and we get them in as soon as possible. They come to the office and meet directly with our MD and at that point they go over all their medical history and we give them a complete physical and lab work if needed and depending on the services they are looking for we can start them the same day or we can get the medication to them as soon as possible.”
CUSTOMER CARE & COMPLAINT RESOLUTION FROM THE REFINERY
During the onsite interview Mr. Battern was asked to describe a situation where a patient was not satisfied with the level of service they received. Mr. Battern described the following situation, "An issue that we have had in the past, that we have actually been working on...is the third party pharmacy to get the medication to the patients. We do our best to get the medication to them on time because we know how important it is to the patients to have their meds. However, sometimes the pharmacy can fall behind, and then it falls back on our shoulders. Then we have to deal with the complaints and be the buffer." In order to resolve this situation Mr. Battern created an automated system that allows the patients to receive the medication order ahead of time. This ensures that they have ample warning before they run out of their medications. Patients have had a highly positive reaction to this change, "I have had a lot of people who were use to calling in for their prescriptions received them on their door step and be very impressed that they didn’t even have to call in or be bothered by it. They just received it. So it was a great turnaround." Mr. Battern went on to explain that with any complaint Refinery Health will follow up with that patient in order to provide excellent customer service.
When asked to comment on complaints posted on Ripoff Report's website Mr. Battern stated, "That situation took place in our Fort Lauderdale location and it was a personal dispute between a patient and that employee. These two had their own differences and then this particular customer took it upon himself to write the Ripoff Report, and anywhere else that they could to try and shame the Refinery or talk negatively about the Refinery. However, I did reach out personally to this gentleman, and try to rectify the situation but there was nothing we could have done to make him happy. He was extremely upset with a qualified staff member who was Stephen Pu, an RN, who was more than qualified to treat this gentleman at the time and under the care of Dr. Lawrence Amos MD. He wasn’t even a patient long enough to get any results. He came into the office one time. Met with Stephen and then the gentlemen brought his friend in, and I guess the three of them had words together and then it just escalated form there. So either this gentleman or his friend weren't on therapy long enough to get any results from the treatment." The patient who filed the complaint asked for a refund, and Refinary Health gladly did so. Mr. Battern assured future patients that all of Refinery Health's employee's are board certified, "we only have employed, in the past and still to this day, board certified practitioners. Dr. Lawrence Amos has been with us for a year and a half now. It’s a medical clinic so obviously we have to have a board certified physician here. Again all of our nurses that we employ are certified nurses whether they are an LPN or an RN. We even have nurse practitioners here as well. So everyone we employ is up to par.”
When asked what type of changes they have made to honor their commitment to make things right with the customer per the request of Ripoff Report, Mr. Battern stated, " I started putting more emphasis on customer service in general. We hired additional staff to provide just customer service. At our appointment line we also offer customer service where patients are being called by these customer service reps just to see how they are doing throughout the course of treatment. Following up with them. Making sure they are happy. Making sure they have received the medication. Making sure that everything is what they want it to be. Making sure that the results are fine and we always have a patient that isn’t have the results they are looking for our door is always open and we always tell them during the initial consultation and during our follow up calls, come back in and see us and let’s see if we can’t make some adjustments to your treatment to get the optimum results. Our goal is to make sure our patients are happy and in turn they will stay longer and we will be happy as well.”
Refinery Health is proud to be apart of Ripoff Reports Corporate Advocacy Business Remediation and Customer Satisfaction Program. Mr Battern elaborated by stating, "it means a lot to us not only to have a good name with Ripoff Report, but to any consumer that is out there looking for a trustworthy company. We want to make sure that no one out there looks at us in a negative light and at least get the opportunity to prove to them that we are a great company and that we are everything we say we are.”
THE REFINERY / STATEMENT FROM THE TEAM
"The team has expressed that are more than capable of doing a great job of servicing their patients. We are one of the top anti aging clinics in the state of Florida. We were able to achieve this by providing a quality service at an affordable price. The Refinery has always put its patients care at the front of its business strategy and continues to find ways to improve the experience for our patients. The Refinery's Vice President- Ivan Battern The Refinery takes employee satisfaction seriously as well. Employee feedback and surveys reveal comments such as this, "The Refinery provides a positive and encouraging work environment. The Refinery encourages us employees to offer feedback and they listen to its employees so that we can help improve the company operations. Mr. Heath is always concerned about his employees and keeps us motivated with growth opportunities.”
Ripoff Report was pleased to learn that The Refinery's past and current approach to business is focused on its pledge to total commitment towards client and employee satisfaction.
THE REFINERY – FAQs
"Why should I see a physician at The Refinery instead of seeing my own physician or urologist for a sexual performance problem?
We focus exclusively on treating the inability to achieve an erection, maintain an erection, low testosterone, and premature ejaculation. General physicians or urologists are ideal for other problems, but they may rarely see patients who experience your concern. We treat men just like you thousands of times each year. Our experience makes a difference in your successful treatment. We are so confident in our methods, when treating erectile dysfunction, results for our services are FREE!
I have tried Viagra®, Levitra®, Cialis® but they didn’t work for me. Also, I’ve tried herbal capsules advertised on TV, which don’t work either. What can you offer me that may work for my problem?
We offer FDA approved compound medications specifically designed to work when Viagra®, Levitra®, Cialis® do not. These are safe and clinically proven to be successful for problems exactly like yours. Herbal formulas are neither effective nor safe, and the unregulated chemicals and herbs within them may be harmful to you and should be avoided. The FDA has not approved them as medication and recognizes them only as dietary supplements.
What types of medications are available for my treatment?
For Erectile Dysfunction:
Our expert licensed Physicians use painless, safe medical options to effectively treat your problem, so you obtain an erection with only one visit. Until the doctor examines you there is no way to determine which type of medical treatment will be the most effective. After completion of the examination and testing, he will establish the best treatment option to immediately generate a sustained erection.
For Low Testosterone:
Testosterone injections are our most popular and widely used form of treatment for Low T. If you do not prefer injections or travel for long periods, the medication can be shipped to you for self-administration. We also offer a testosterone cream that is 3x as strong as the leading brand name prescription gel.
Depending on your levels our staff will adjust the frequency and dosage of your injections to stabilize your testosterone levels in the "high normal" range which will achieve the desired effects of the therapy.
What if I suffer from other ailments, such as heart disease, high blood pressure, diabetes, prostate problems and/or removal, or if I take medications for those conditions? Can you still help me and guarantee success?
Our physicians are experienced in helping men with the same type of problems listed above. Our medications will work for most men with these conditions or who are taking medications for these conditions. We guarantee a penetrable and sustainable erection with the test dose of medication (1 hour) or you will not be charged for the visit, tests, or medication. You cannot lose anything by coming in for the appointment. Even when others have failed or the medical conditions from which you suffer compound your problem, we have a solution.
How long will the office visit last and what will happen?
Upon your arrival, a member of our all male staff will escort you to a private examination room to see a doctor. He will perform a few tests, including an ultra sound, review your medical history and ask about any medications you are presently taking. He will review those results and discuss with you the best treatment option to help you get and maintain an erection. A test dose of medication will be offered. The process if safe and painless with zero side effects. After several minutes he will return to the room to be sure you are happy with the results. He will then discuss with you the duration you would like to maintain your erection every time you have sex. Your total visit will last approx. 1 hour to assure your test dose worked properly. The exam, tests and initial dose of medication are included in the cost of your first visit. Many insurance companies reimburse for our services. Before you leave the clinic we will present the appropriate paperwork and diagnosis codes required by insurance. You can then chose to submit this to your provider.
What’s the cost of the medications?
The medication cost will be determined by the medication prescribed and the frequency you chose to use it. Once the doctor has completed the testing and has the diagnostic results, he will discuss an effective treatment and formulate a prescription that will support your expectations.
Why haven’t I heard of these medications?
Millions of dollars are spent by the pharmaceutical companies to advertise brands such as Levitra®, Viagra® or Cialis.® Those products are sold as a one-pill-fits-all solution. Often these medications do not work and have various unpleasant side effects. Each prescription issued by The Refinery is a compounded medication developed specifically for you.
Is my insurance going to cover this treatment?
Many insurance companies reimburse for our services. Before you leave the clinic we will present the appropriate paperwork and diagnosis codes required by insurance. You can then choose to submit this to your provider.
What is the ultra sound test for?
The ultrasound measures the blood flow in the corpus cavernosum, the two parallel chambers of the penis that, when filled with blood, produce an erection. The results of that test, along with other tests will determine the prescription.
How long is the prescription good?
You can reorder medications using the prescription for up to a year. Occasionally the prescription may need to be adjusted during the year if your physical condition changes. If this is necessary our physician will adjust the prescription for up to one year with no additional cost to you.
How can I immediately get started to end my problem forever?
Our male telephone counselors are here to help you 24/7. Just call toll free (561) 395-0600 to set an appointment at your convenience, often the very same day! The Refinery wants you to know that hundreds of times every month, we hear the same thing from our patients. “I only wish I had made that call earlier.” Make the call, have better sex.”
STATED IMPROVEMENTS FROM THE REFINERY
The Refinery recognizes that complaints posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Ripoff Report's review, The Refinery has made organizational changes allowing its clients and employees a more streamlined approach to problem resolution and a commitment to a great client experience.
In summary, after our review, which included discussions with Ivan Battern and Brandon Heath, Ripoff Report is convinced that The Refinery is committed to quality delivery of services resulting in total client satisfaction.
Read more about why consumers should feel confident when doing business with a member of Ripoff Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike.
Read about Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, a program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. This program works.
As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer.
NOW TO THE ORIGINAL REPORT THAT WAS FILED
REFINERY HEALTH REFINERY CLINICS TESTOSTERONE Fort lauderdale Florida
CON ARTISTS from TEXAS named HEATH are running a dirty operation by opening mutiple pill mill style clinics. The only difference these con artists are selling injections .
They hire poorly qualified people who have limited medical knowledge and no integrity. Case in point at their Fort Lauderdale location one is greeted by a Mr Steven L Pugh. His business card states that he is an R.N. He considers himself a Registered Nurse. Mr Pugh has a A.D.N degree from Wallace State Community College. This is an associates degree . He also claims to have 30 years experience. Mr Pugh graduated in 2008 from WALLACE STATE COMMUNITY College and has very limited nursing experience, most of which is embellished.
Mr Pugh is sklled at phelbotomy but lacks most nursing skils and knowledge. He tells everyone their T level is low in order to selll you a Testosterone package of 2000 dollars paid upfront.
This report was posted on Ripoff Report on 03/27/2014 09:43 AM and is a permanent record located here: http://www.ripoffreport.com/r/REFINERY-HEALTH/Fort-lauderdale-Florida-33308/REFINERY-HEALTH-REFINERY-CLINICS-TESTOSTERONE-Fort-lauderdale-Florida-1134140. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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