There's several things at play here. First, IMO Dr. Behrman plays a high stakes game with the customer service side of his practice. He lets residents do mostly everything before and after surgery (claims not during surgery and I still believe him on that point). Especially afterwards, you're lucky to get a glimpse of him. I barely saw him after surgery and I had serious complications (mouth wired shut almost 3 months). Not giving patients face-time is in itself not a problem IF you're delivering good results. I recall hearing a lot of medical malpractice suits happen because of the poor relationship between the doctor and patient. All surgeons will have some percentage of bad cases, it is inevitable in a game of millimeters, it's probably how truthful and forthcoming the surgeon is that determines the scale of unhappiness.
Here's my customer service experience at New York Presbyterian. A couple days after my first surgery, I had to decide whether or not I wanted a full revision (what I eventually choose) or having him manually push my maxilla into place under local anesthesia. So here I was after a failed surgery with a big time-sensitive decision to make and he gave short answers to everything, didn't volunteer any information unless explicitly asked, and even bullied and blamed me for "biting to hard after waking up from anesthesia" which other surgeons have said is almost impossible. And he never once mentioned he wouldn't use lower plates on my mandible (creating the drawbacks you see in this thread) nor that I would have my jaw wired shut, losing nearly 50 pounds. Imagine waking up from surgery and finding out you have your jaw shut (to be fair it's probably likely he decided during or shortly before surgery). And I only found out about the lack of lower plates weeks after when I glanced at an x-ray during one of my appointments. And in follow-up appointments he would refuse to speak with me, a resident would enter my room and say Dr. Behrman says your concerns aren't valid, etc, etc, etc etc.. The customer service policy feels like: uniformed patients make the best patients.
Now I consider myself pretty thick skinned, his yelling and bullying, while unpleasant didn't bother me at all. But I can imagine his attitude hits a nerve with a subset of the population. So the customer service angle of his practice is not doing him any favors. He's playing a high stakes game and not hedging any of his downside, and those hedges are cheap. But the thing is, he doesn't even need them, he has a full patient pipeline with long delays to make an appointment, lots of NYC orthodontists send patients to him, so this approach works for him. A lot of people, like myself at the time, assume orthodontists know what they're talking about when it comes to jaw surgery (I went to several orthodontist in the NYC since they were free appointments and called many others and he was a popular choice among them.)
I mentioned there are several things at the top, but this a long post already so I'll break it out.