My family has been seeing Achtermann Chiropractic for a few years now. Dr. Karen has been successful in treating my husband's back injury without stringing him along with unnecessary ongoing treatments that Chiro's tend to get a bad reputation for. For myself, I had fallen while mountain biking and had upper back/shoulder pain about two years ago. Dr. Karen was able to adjust me in one visit and I was pain free. For this part of the review, 5 stars!
(I don't think google reviews allow actual prices, therefore I did not include in my review).
Recently, I scheduled an acupuncture visit which is advertised for a certain price on their website. No where on the website delineates extra fees or gave me an indication that I needed to inquire about extra fees. When I went in for my visit, I was early and waited patiently as Dr. Karen was running behind. Once the visit was completed, I went to pay the advertised price on the website and was surprised that the cost was actually 27% higher than advertised. When I asked the front desk about the advertised price versus the price I was asked to pay, I was told I was being charged for a "problem area" - which did not make a lot of sense to me because why other would one have acupuncture other than a problem? Therefore, I asked for Dr. Karen to call me when she had time. I also sent an email to Dr. Karen expressing my concern and requested a refund for the over charge.
Later that afternoon, I received a text from the front desk, not a call from Dr. Karen, and changed the reason for the charge from it being a problem area to a "re-examination fee" because I had not been seen in their office in the last year. I responded to the front desk and requested to speak Dr. Karen. I also emailed Dr. Karen (once more since the description of the charge had now changed).
Dr. Karen emailed me back and explained that the questions she asked me at the beginning of the acupuncture session were the reason "re-examination" and therefore I incurred the 27% upcharge (fee). She explained that if I have not been seen in the last six months, any patient would receive this fee. She acknowledged this type of fee is not mentioned on their website and that I should of asked her prior to my appointment for the cost.
I have not been able to find these types of fees mentioned on the website or promotional emails that are sent out for services. Further, I am disappointed that as a patient I am being charged for being asked medically necessary questions for a treatment. These types of questions I was asked at my appointment would of needed to be asked whether I saw Dr. Karen consistently once a month, or six years ago.
As a customer, I believe it is a reasonable expectation for costs/fees of services be advertised in such a way on a business website or promotional email that the customer knows what is expected of them to pay. If the business is not able to advertise such costs/fees, I think it is reasonable for the customer to expect to be notified of additional costs/fees not otherwise mentioned prior to their service. For this part of the review, 2 stars read more