Balance Hormone Center

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.

Jerri Elliott • December 12th, 2025

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!

Miranda Moreno Ponce • September 30th, 2025

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.

Ellis Duvall • November 3rd, 2025