Gateway Natural Medicine & Diagnostic Reviews (%countItem)
Gateway Natural Medicine & Diagnostic Rating
Address: 1211 Lake Avenue Suite 101, Berthoud, Colorado, United States, 80513
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+1 (970) 532-9838 |
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I visited Gateway Natural Medicine, hopeful to find answers to a health concern. I left feeling ill-treated.
The exam quote was $225-$295, the bill at check-out was $1088.20.
During the visit, the owner doctor informed me of the cost for test one, $65. He neglected to disclose the cost for test two, $728.20.
In a lengthy back-and-forth email conversation with Brett W, he apologized for his miscommunication and thanked me for giving him the opportunity to improve his practice. He declined a refund request for the testing he added to my bill without approval.
The customer continues to make claims that fees were not discussed with her. All fees were communicated in-office PRIOR to her paying for the services (she has confirmed this). The customer further confirmed these charges by signing the credit card receipt that clearly stated the amount that she was charged for that day's services. While we were communicating with the patient about this matter, she posted negative comments on our small town's community social media page, sharing email communications which should have been kept private. Out of respect for the patient we have never shared any part of her information nor communication until we received this complaint. The customer also fails to mention that she not only requested a FULL refund for the services that were appropriately provided but also wanted our staff to continue to schedule her appointments without any cost to her. We are all about providing quality care and customer service but this request was just an example of greed. We have done everything to try and make our customers happy and will continue to do so. Thank you for the opportunity to allow me to respond to this complaint. I appreciate your services and appreciate that customers can voice their opinions on here to hopefully help others.
Complaint: ***
I am rejecting this response because:
My appointment was on 06.10.19. I contacted Brett on 06.11.19 and we communicated via email until he terminated our relationship on 07.01.19.
I was not informed of all the costs, otherwise I would not have emailed Brett to ask if there was a clerical error.
The following paragraph is cut/pasted from Gateway's "New Patient Paperwork" email sent on 06.03.19: "On your first visit the doctor will spend 75-90 minutes with you and the fee for this time will range from $225-$295. This fee does not include any nutraceutical medicines, diagnostics, other therapies or labs. (A nutraceutical is a pharmaceutical-grade and standardized nutrient.) Depending on your case, requested lab work and any prescribed nutraceuticals may be an additional $20 up to $600 on average. These will all be discussed with you prior to checking out from your visit."
The lab work fees ($728.20) were NOT discussed prior to check-out.
I was stunned. I payed the balance because the services had been rendered. It took me 24 hours to regain my composure and review the facts.
Based on the information revealed to me, I was expecting the charges to be between $300-$400. I was prepared to pay the variable first visit fee. Brett also mentioned that he was considering a Spriometry test for me - and he disclosed the cost, $65. The lab fee was a complete shock and NEVER mentioned.
This may have been a one time mistake that needs to be corrected or it could be a way that Brett does business. I choose to use my voice for me and for others who may not be bold enough to speak out when they are hoodwinked by someone with authority.
Regards
I'm not sure how else to respond to this to this particular complaint as the customer clearly accepted the charges while in office. The total for the visit was verbally communicated at check out and the patient presented her payment method. The purchase is further confirmed, in this case, by the physical signature on the credit receipt.We give average, estimated pricing before the patient ever enters our office but we are clear that these are estimates. We do not practice general protocols nor do we sell care packages. All of our recommendations are custom tailored to each patient based off their presenting symptoms, history, exam, etc. so we could never give them an exact cost until we have completed our initial work-up.I understand the patient may have not been happy with the price but she paid for all services rendered, nothing more, nothing less. We were willing to work with her to try and make her happy but her request was greedy. She not only wanted a full refund (for services that she received) but also wanted our staff to continue to work for her at no additional cost. We are all about customer service and helping patients out where we can but we do ask for the respect and consideration of our time.Her complaint appears to be that of emotion, which we are not disputing. She is allowed to be upset or angry but that doesn't necessarily mean that our business has wronged her in any way. Appreciate your time and opportunity to respond.--Dr. Brett W, ***Doctor of Chiropractic
Complaint: ***
I am rejecting this response because:
Brett,
Why didn't you inform me of the lab work cost ($728.04)?You informed me of the visit cost ($225-$295).You informed me of the spirometry cost ($65).
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New Patient Paperwork (note bold sentence//complete document attached):On your first visit the doctor will spend 75-90 minutes with you and the fee for this time will range from $225-$295. This fee does not include any nutraceutical medicines, diagnostics, other therapies or labs. (A nutraceutical is a pharmaceutical-grade and standardized nutrient.) Depending on your case, requested lab work and any prescribed nutraceuticals may be an additional $20 up to $600 on average. These will all be discussed with you prior to checking out from your visit.
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My response to the question about why I paid is - I paid because I didn't know my options. The blood had been drawn. You may have had customers dispute undisclosed charges and refuse to pay, but this is the first time this has happened to me. I contacted you within 24 hours after gathering my thoughts and reviewing the facts, . ***
Regards