Sheetal Banerjee
I’ve been following Dr. Kuo on social media for a while and was genuinely interested in trying out some of his treatments. So when I found myself in New York for a short two-day visit from London, I booked a postural alignment scan through Extension Health’s website. I figured I’d start there before committing to any of the more expensive options. Payment and booking were done online without issue. The next morning, I had a break in my schedule and thought I might be able to do the scan earlier, then come back the following day for further treatment. I tried calling their office to check, but was stuck on hold for over 30 minutes. There was a callback option, but it didn’t work for international numbers—which didn’t help me, coming from the UK. I called again and waited nearly 20 more minutes before finally getting through to someone, but she worked remotely and didn’t have any knowledge of their services or their schedule. All she could do was send a message to the clinic and told me they’d follow up by email, as they don’t call international numbers. I waited a few hours, heard nothing back, and assumed rescheduling wasn’t possible. The next day, I got a reminder about my original appointment and made my way to their West Village location. That’s when I was told—without any warning—that their scan machine had been down for over a week. So the very service I booked and paid for wasn’t even available. What really frustrated me was that their system still let me book the appointment, even though the equipment wasn’t working. No one contacted me to cancel or reschedule, despite knowing it wasn’t available. I even got an automated reminder like everything was fine. On top of that, there was no record of my earlier attempt to reschedule through their call center. Overall, the experience was a waste of time—especially frustrating on a short international trip when my time was limited. Extension Health presents itself as a forward-thinking, tech-savvy clinic, but they couldn’t manage basic scheduling and communication. These are the fundamentals that any business should have in place. I’m honestly relieved I didn’t sign up for their full-body MRI, which costs thousands. If they can’t handle the basics, I don’t feel confident trusting them with something as important as my health.