My experience has been good and the products they provide are very helpful.
The phlebotomist, Linda, is the best!
My only concern is that the customer service is lacking. Little things like smiling, eye contact, talking at a volume where I can hear what you are saying, need improvement.
The prepayment protocol does not make a customer feel valued. It’s like you are punishing me for other people’s actions. It also seems like a money grab for the business.
All that being said, I will continue to use Balance Hormones for their products and convenience.
Drove to 2nd closest office for first available appointment 3-4 weeks after initial blood draw. On way to appointment 4 car accident on 202, I call in there is a ten minute curtsey window, which I will miss by about 2 minutes, but they say on the phone no problem come on in. I get there, they have me wait in lobby for 10 minutes then tell me they have to reschedule, which is the opposite they told me on the phone just 15 minutes prior. One of the front desk people wearing scrubs was also very rude completely uninstigated while the other front desk person was delivering the bad news. I think this is my first ever bad review I have written, I’m not sure what the right word is but they don’t need your business and they treat you accordingly. Will definitely find a new center that at least cares a little bit about their patients.
**Replying to owner from Balance Hormone Center**
Yes, I am aware of the grace period. My issue is that your employee should not have instructed me to come into the office knowing I would be over the 10 minute grace period. I literally said "I will be over the grace period by a couple minutes, should I turn around now?" Which they responded to with 'let me ask... okay great, it is no problem you will be over the grace period, just come on in and drive safe.' I have no issue with a grace period, but when I call you on the phone to inform you I will be after the grace period, then you agree to see me, to only rescind ten minutes later. Totally unprofessional, and in-line with the rude and stand-offish precedent your employees had already set leading up to that point.
We apologize for your experience with our practice we do have the ten minute grace period for our patients when issues arise in transportation to their appointments. We wish you the best of luck in your healthcare journey.
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Charlie Spencer2025.11.24
Very helpful every step of the way. Everyone is so kind. I highly recommend them
Thank you so much for the kind review! We appreciate you entrusting us with your care!
Olivia Carlton2025.11.07
I have never received the level of care that I get here. Kaitlin Wright is amazing and it's clear that she cares about her patients. I feel heard and seen. If you're looking or needing help with your hormones amongst other things I highly recommend this office.
Thank you so much for the great review! We appreciate you entrusting us with your care!
Ellis Duvall2025.11.03
Dr. Rago is extremely knowledgeable and friendly, however, his office staff struggles to communicate effectively, offer genuine concern and be solution focused. I’ve been on doctor prescribed TRT for years but transferred my care to Balance around 4 months ago when I moved to the area. I had my first follow up appointment with Dr. Rago scheduled for a few days before my out of town wedding. There were quite a few loose ends that I needed to take care of prior to the wedding so I had to reschedule my appt with Balance to be on 10/30 instead of the originally planned 10/22, pushed out just 8 days. They asked me on Monday 10/20 if I had my labs done and I sent them a picture of me waiting in the lobby of the lab. I got my blood drawn in advance of the appt and had my results in the online portal on 10/21 meaning Balance had the results as well. They had results a day prior to my scheduled appt, if this were to be considered “too late” they could have let me known in the many communications that we had. Never did.
Here’s where the problem is though - my medication was due for a refill on 10/23 and I started the refill process through my pharmacy on 10/16. After the pharmacy didn’t get a response from Balance to the refill request, I reached out to Balance on 10/18 to ask if anything was needed from me - they just said that they were “waiting on the doctor”. No problem. I continue to follow up as time goes on and keep getting the same “waiting on the doctor” response. It’s now 10/23, *a full week later* and the refill prescription still hasn’t been sent to my pharmacy on file. Frustrated, I ask yet again if anything is needed from me and only then do they finally say that “it’s because my appt was ‘cancelled’ that they aren’t able to send a refill and that me ‘cancelling’ my appt made me non-compliant…”. Just to be clear, my appointment was not cancelled, it was RESCHEDULED to be just 8 days later after I was back from wedding.
No one at the office let me know when I rescheduled my appt that it would cause such a headache in getting a refill. For an entire week the medical assistants at this office just said that they were waiting on the doctor, never mentioning that they were really withholding my medication as a result of the appt being rescheduled. It wasn’t until Thursday, the day that I was leaving for my wedding, that they offered to send in a one week’s supply to my pharmacy but it was already too late - it wouldn’t have been filled in time. Their failure to take have any sort of urgency caused me to miss my next injections. It should never take an entire week for a medication refill nor should you give patients excuses for an entire week either. With this being a controlled substance you can’t request a refill through the pharmacy until a week before you’re out of medication so even though I requested a refill as soon as it was possible, them dragging their feet for a week like this caused me to entirely run out of medication and miss my injections.
Again, Dr. Rago is great but the office staff here really drops the ball with their lack of communication. I should have been told when I rescheduled my appt that it would cause issues or at the very least have been told this when I first asked about the refill request. It shouldn’t have taken an entire week for them to tell the truth. There are tons of hormone clinics out there and I’ll be finding a new one who actually knows how to effectively communicate and have a sense of care for their patients. Would not recommend.
Thank you so much for the great review and entrusting us with your care!
Miranda Moreno Ponce2025.09.30
Dr. Rago and his front desk staff are very friendly and welcoming. Dr. Rago himself is very knowledgeable and communicative. He described in great detail how my labs read in a way that made sense to me. I learned a lot about my body emotionally and physically in just one visit. I have already recommended him to many friends and family!
I changed from Protea to see Art and not a great experience. I was already in testosterone and I like to be in the low end because I did not want Side effects of it. He said he put me in the same dose that I had been on with Protea. I noticed side effects the next few months..VERY moody, angry, lower sex drive overly sensitive in that area and even Growth (so embarrassing)!!!
It was hard to get my appointments with him which wouldn’t be a big deal if they would refill my thyroid meds that I had been on for 15 years prior. They wouldn’t refill with out a visit after every month. I went back to Protea!
I’m so mad to find out I was in double the testosterone I had been on as prescribed by Art after telling him I want to be in the very low dose I could be. I WOULD. OT RECOMMENDED THEM. Plus some of the office staff was very rude. I’m cash pay so I expect quality with the money I spend for my health. I never write bad reviews! I am beyond upset about how he messed with my hormones!
Good afternoon, Hilary. I apologize for the experience you had with our clinic. I know that Art uses every reporting agency, along with the information provided by patients, to create a treatment plan that works for them. He always listens to patient concerns and addresses them promptly while following conservative dosing methods. If there is anything more we can do, please don’t hesitate to reach out to our on-site Office Manager.
Steven Short2025.09.24
Friendly service and doctor, but everything they do here can be done by your PCP for more than half the cost this place will charge you. Save your time and save your money. What a ripoff, I'm not paying your outstanding balance. Send me to collections I dont care.
Thank you for taking the time to share your feedback. We’re glad to hear you found our team friendly and professional. We’re sorry to hear you feel this way. Our clinic provides specialized hormone care that goes beyond what most primary care providers offer, including advanced testing and individualized treatment plans. We are transparent about costs and treatment options, and we stand by the value of the services we provide.
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