Kitsilano Foot and Ankle Clinic: Sarah Urton, DPM

Most recent reviews

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  Henrique Géa

  a month ago · via Google

  Avoid this clinic unless you are prepared to have your insurance claims flagged and subjected to a major audit. That is exactly what happened after we submitted an invoice issued by this office. What should have been a routine claim became an exhausting investigation involving extensive paperwork, delays, and stress. This clinic charges among the highest prices I have seen, yet its billing is opaque and its documentation caused serious problems with our insurer. When concerns were raised, the front desk was arrogant, condescending, and alarmingly uninformed. Dr. Urton was equally dismissive. Be especially cautious if expensive custom orthotics are recommended. The device made my foot pain worse, but the clinic still refused a refund or meaningful resolution. Extremely high prices, questionable invoicing, dismissive treatment, and a device that left me in more pain. Unless you are willing to risk the same experience and potentially an insurance audit, stay away.

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  Ronnie Li

  a month ago · via Google

  Avoid this clinic. I honestly do not understand how this clinic still continues operating this way. This has been one of the most infuriating healthcare experiences I have ever had in Canada. The prices are outrageous: two $180 appointment fees, followed by $670 per person for an orthotic device smaller than the palm of your hand. Yet despite charging premium prices, the clinic’s billing was anything but transparent. Dr. Urton’s assessment felt shockingly superficial. My partner and I came in with different concerns, yet we somehow received essentially the same explanation and were both recommended the same expensive custom orthotics. It felt less like an individualized assessment and more like everyone was being directed toward the same costly product. Before the orthotics were made, I repeatedly tried to understand exactly what the $670 covered. How much was the physical device? How much was the doctor’s professional fee? What clinical services were included? No one would provide a clear written breakdown. We asked for an invoice so we could verify coverage with our insurer before the orthotics were delivered. The clinic refused and told us it could only be issued after delivery because “the insurer doesn’t like that.” Think about that for a moment. Patients are expected to commit hundreds of dollars without being given the invoice or fee breakdown needed to check their own coverage. Then, once the insurance claim becomes a problem, the clinic’s response is essentially: “Insurance has nothing to do with us.” You cannot have it both ways. You cannot prevent patients from checking their coverage beforehand and then completely wash your hands of the consequences afterward. Every basic request turned into weeks of emails, evasive answers, changing explanations, and endless deflection. The attitude from both the office manager and Dr. Urton came across as dismissive, defensive, and arrogant—not like people genuinely interested in resolving a legitimate patient concern. And by the way: podiatric surgeons in British Columbia are regulated by the College of Physicians and Surgeons of BC. Yet when I specifically asked this clinic who regulated them, the front desk gave me the wrong regulatory body. I had to investigate and verify the correct regulator myself. Do not simply rely on what this office tells you—check it independently. I have now filed a formal complaint with the appropriate regulator because I do not believe this is acceptable. Patients should be told clearly what they are paying for, receive the documentation necessary to make an informed decision, and understand the fees before treatment proceeds—not after the product has already been ordered and paid for. My advice? Read the other critical reviews carefully. Concerns about unusually high prices, expensive orthotics, poor communication, and lack of transparency seems a pattern of this clinic. Also notice how the clinic appears to ignore virtually every negative review. That silence tells you how seriously patient feedback is taken. My genuine advice: avoid this clinic. At the absolute minimum, demand a complete written fee breakdown, the invoice, the cancellation or adjustment policy, and every insurance document before paying or agreeing to custom orthotics. I deeply regret trusting this clinic.

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  Doug “DA” Anderson

  6 months ago · via Google

  I am delighted with the service from Dr. Sarah Urton. Dr. Urton was the one to prove to me the benefit of Orthotics which are now on order. Great Kits location for my wife and I. "Friendly staff" is another reason to check it out. Happy feet are important to me! - DA