Pinnacle Behavioral Health

“I rarely leave negative reviews, but I feel it’s important to share my experience. I’ve been waiting for a prior authorization that my provider has still not completed despite multiple follow ups. Staff members have texted the provider several times, I left multiple voicemails, and I was even told someone spoke with the provider in person. Despite all of that, the prior authorization still has not been submitted. This has delayed my treatment and caused an unnecessary interruption in my medication. What makes this even more disappointing is that I experienced similar communication issues with my previous provider at this same practice. At this point, it feels like there’s a larger issue with follow through. The office staff have been kind and have tried to help, so this review is not directed at them. My concern is with the lack of responsiveness after multiple documented requests from both myself and the staff. This will now be my third time requesting a different provider within the same practice. I’m hopeful that the third time will be the last because, with my insurance, my options for psychiatric care are limited. I truly want this practice to succeed, but consistent communication and timely follow through are essential when patients are depending on medication and prior authorizations.”

“I’m updating my previous review because, unfortunately, the situation has continued to get worse. Dr. Albert Arceri has still not submitted my prior authorization, and I have now been without my prescribed medication for over a week. During this time, I followed up multiple times. The office staff have been kind and have made repeated efforts to help by contacting Dr. Arceri. On Friday, I was told my prior authorization had already been submitted. Believing it had finally been taken care of, I waited. When I followed up again, I learned that it had never been submitted. That was incredibly disappointing. Waiting is one thing. Being told something has been completed when it hasn’t is another. I also left a message for the director requesting assistance and have not received a return call. My frustration is not with the office staff. They have consistently tried to help. My concern is with the continued lack of follow through on my prior authorization, the inaccurate information I was given about its status, and the lack of communication after repeated requests. Patients depend on timely treatment and accurate updates. Going more than a week without necessary medication because a prior authorization has not been completed is unacceptable. Being told it had already been submitted when it had not only delayed my treatment further and completely eroded my confidence in the communication surrounding my care. I sincerely hope this practice improves its follow through, communication, and accountability so other patients do not experience the same situation. Update: Shortly after posting this review, the practice responded publicly within minutes stating they were “continuing to look into this.” What I don’t understand is why a public response was made so quickly, yet the message I left for the director requesting a call back has still gone unanswered. I would have much preferred a phone call than a public response. I’ve been without my prescribed medication for over a week, and my goal has always been to resolve this issue, not discuss it publicly. I am still waiting for someone from leadership to contact me directly. I would appreciate an explanation as to why I was told my prior authorization had already been submitted when it had not, why my call has not been been returned, and most importantly, when this issue will finally be resolved. At this point, I am looking for accountability and a resolution, not another generic public response.”

“Went to finally find a psychiatrist to help me with my past and current trauma, and had been matched with a provider who had put in their summary on their website that they were LGBTQ+ allied. I immediately had a problem with this, and called the very next day to be matched with a different provider before the appointment had even happened. It’s to my understanding that political views should never get in the way of professionalism, and unfortunately, that seemed to be the case. Upon calling back for a new provider and explaining my issue, the potential new provider was skeptical about taking me in as a patient, and had the man who pairs people up at Pinnacle ask me questions that had nothing to do with my therapy, including but not limited to if I had been to other doctors’ offices in the past for things related but not limited to endocrinology, joint specialist, semaglutide provider, if I do drugs or smoke, etc., to be followed up with a call the next day that unfortunately they can not help me. This place screams unprofessional, and I will be informing many people about my experience. Hope this helps!”

“I have been seeing Albert Arceri for a few years. He is the kindest and most genuine provider to me. Although he is med management, he always listens and tries his hardest to resolve my issues. Pinnacle Behavioral Health is so fortunate to have such an exceptional provider. Thank you so very much for all you do as a provider. Sincerely Kristen Fuhrman-Nelson”