Becky J.
Google
I’ve gone back and forth on whether to write this review, because I truly don’t take something like this lightly. I was so hopeful when I found The Doctor’s Office in Burlington. It seemed to offer a more holistic, root-cause approach to care, exactly what I was looking for after hitting a wall with my health.
When I first met with Dr. Kelly Brendel, I was experiencing a wave of confusing and distressing symptoms. She told me this practice was about me, that she didn’t believe in Band-Aid medicine, and that she would help me get to the bottom of what was going on. That first visit gave me so much hope.
In the weeks following, I was in the office frequently while waiting to see a cardiologist per Kelly's request just to rule out that issue first. She told me it was probably not the issue, but better to rule it out. All while I still had major symptoms waiting for a cardiologist, she didn't really try to do any other tests or find other options in the meantime. I mean she said it likely wasn't a heart problem, but wanted to rule it out... so why wouldn't we explore other options in the meantime as my symptoms worsened? But the tone quickly shifted. Dr. Kelly became harder and harder to reach. Emails and phone calls were left unanswered for weeks, even when I was actively unwell and seeking help. I would have test results I would have to almost beg to get back from her since she wouldn't reply to e-mails or calls to The Doctors Office. It became very detached and transactional from her.
Scheduling was also a consistent issue. Nearly every single appointment I had was delayed significantly. I once waited 45 minutes past my scheduled time. One of the times she took a walk in while I was there waiting for my appointment! I was there 10 minutes early, but my appointment was delayed well over a half hour because she was still with the walk in. One time, I had to wait while she took her dog outside to go to the bathroom and for a quick walk. She was already running behind for my appointment and then I sat in the lobby 10–15 minutes just waiting for her to finish with her dog. I continued to give her the benefit of the doubt, but when you put everything together, the pattern became impossible to ignore.
Another major issue was the lack of clarity and consistency in care. When we reviewed my test results, in person she told me a few things that were "off", but I was given a supplement to take and sent on my way. No real plan of action of what to do next. About a month later I got an e-mail saying my hormones were reviewed by a compound pharmacist and they had a booklet of suggestions and medications. I was given generic, copy-and-paste style explanations. While instructions were clear in terms of what to take, they didn’t feel personalized. She would simply say something like, “This is low, take this,” without showing me where it was low or explaining what the optimal range should be. In some cases, her conclusions didn’t even align with my actual lab results. When I asked questions or expressed concerns about contradictions, I was met with silence or what felt like irritation.
It’s important to say: my experience is specifically with Dr. Kelly. The other providers at The Doctor’s Office seem to be much more responsive and invested in their patients. Unfortunately, it feels like Dr. Kelly has taken on too much and, in the process, has stopped providing the kind of care she once promised.
After all the time, money, and emotional energy I invested, I left with no clear answers, no sustained follow-up, and no real direction. I trusted Dr. Kelly’s initial promise that we would get to the root of things, but that promise was never fulfilled. What made this especially difficult is that I came to Dr. Kelly during a time of vulnerability. I was scared, not feeling well, and desperate trying to get answers. I was left feeling taken advantage of. I spent a significant amount of money on visits, tests, and supplements. Money I spent without hesitation, yet the care I received in return was far short of what was promised.
