Chenal Family Therapy - Bryant East Office

“NO stars should be an option. Our therapist was great. Its when we were trying to get an appt with the APRN for meds that we began to have an issue. We of course had to wait several weeks for an appt. Come appt time, we were set up for a zoom appt. Even with Zoom, my daughter had to miss school & I work. We were logged in on time. We waited and waited. No APRN. Finally I called in, thinking that maybe I didn't do something right with the Zoom. NOPE! The therapist wasn't in. We were cancelled. No one contacted us ahead of time. No one really even apologized for just leaving us hanging & wasting our time. The person I was speaking to rescheduled us. The next available at a time that would have been a normal appt time for us was weeks away. Mind you, we have already been waiting weeks to get my daughter seen for meds. So I did agree to take the next available. That was still going to have us waiting another 2 weeks. From the time I made that appt there was 1 thing after another going on in our family. We thought my grandfather, who has kidney & liver cancer, had a stroke. 2x. We were in and out of the hospital with him. My dad fell, busted his head, had to have 7 staples and had 2 brain bleeds & a grade 3 concussion. He was in icu. We forgot about the appt. That is our fault. But now CFT is trying to charge me $250 for the missed appt. Hold up!! That's just wrong. Never mind we had multiple life altering ERs going on. But the APRN missed our appt to start with. Maybe I should charge them for her missing the first appt with no notice. I submit a request for them to waive the $250 fee. There response was NO, that her time was valuable. WTH! AND MY TIME IS NOT!! The nerve of them to act like me missing work & my daughter missing school for the appt that she didn't show for was nothing. They also had the nerve to run my debit card anyway. They have been told not to ever do that again. These people care nothing about the patients. Its all about the money with them. Trying to communicate/contact them is almost impossible. The levels I had to go thru to even speak to a live person was insane. This place needs to get it together & do better. I am thankful that our wonderful therapist has left this group.”

“I made an initial tele health appointment with a PMHNP. I was not informed (as far as I’m aware) during the scheduling process that this would be a zoom call. I was ready at my appointment time waiting for a phone call. When no call came I panicked and did some digging through my emails and found a link to a zoom call that was sent to my spam folder. I logged onto the call 10 minutes past my appointment time and was not permitted to enter. I learned that their policy is if you are more than FIVE minutes late you are charged a $250 no show fee. No grace, no consideration for an honest miscommunication. Just an email saying “I’m sorry, it’s our policy”. Well, it’s a bad policy. I don’t recommend seeking therapy or treatment here unless you already have your life together and are sure you’ll never be late for an appointment.”

“We have seen a therapist here twice for our young child, we also need medication for our child, our therapist advise Telehealth is how chenal family therapy does prescribe medications. This would have been our first appointment with Telehealth which is billed through chenal family therapy, we got stood up by the doctor. We have reached out to chenal therapist with proof of this matter, they refuse to help us with our child’s medication, they refuse to review our screen shots as proof as being stood up and yet they have billed us for the entire cancellation fee and say it’s their policy regardless of whoever cancels, this clinic has no regards for anyone’s or children’s mental health.”

“While I’ve had great experiences with the therapists I’ve seen, the office system is an absolute embarrassment. You can never reach anyone on the phone. I’ve had experiences where I’ve spent hours listening to waiting music to never be able to speak to anyone. Once they scheduled my appointment for a different location 40 miles away on accident without me knowing and when I arrived I sat in the waiting room forever until I finally just went home because they wouldn’t answer the phone. Multiple experiences waiting over a week because my pharmacy cannot reach anyone to authorize prescription refills. Sadly I’ll be moving to a new provider who has some type of business model that isn’t a complete mess.”