TMS El Paso - Alfredo H. Arellano PMHCNS-BC,PA - Psychiatry & TMS Clinic | Montana Location

“I am writing to formally express my disappointment regarding my recent virtual appointment and the treatment I received from your office staff. My appointment was scheduled for 3:00 PM. While I understand that your office sometimes calls patients before the scheduled appointment time, I was unavailable earlier and expected to be contacted at or around my actual appointment time. At 3:04 PM, I called your office to join my appointment. In my opinion, there should be a reasonable grace period for patients, especially when the appointment time had only passed by a few minutes. When I called, I was able to reach someone, but I was then transferred and sent to voicemail. I waited for a response, only to later receive a call informing me that my appointment would need to be rescheduled and that the fee would be waived because I was “too late.” What I find especially frustrating is that when I asked whether a patient physically arriving at an in-person appointment at 3:04 PM would also be canceled, I was told no. I was then informed that this situation was different because it was a virtual appointment. I find this policy unreasonable and inconsistent. If I called only four minutes after my scheduled appointment time and was then delayed further by your office’s phone system, I do not believe my appointment should have been canceled. I had already taken time out of my day specifically for this appointment. To have it canceled by approximately 3:13–3:15 PM is unacceptable, especially considering that appointments themselves often do not begin exactly at their scheduled time. In many cases, patients are not actually seen until 20–30 minutes after their appointment time. Additionally, I would like to address my ongoing concerns regarding Abby (or Abigail). Unfortunately, every interaction I have had with her has been difficult. She frequently talks over me, comes across as passive-aggressive, dismissive, and rude, and does not demonstrate the level of professionalism, empathy, or customer service that patients deserve. Rather than helping resolve issues, she often creates additional frustration. Another issue that I found extremely frustrating was that Abby/Abigail repeatedly insisted that I called at 3:06 PM, despite me informing her that I have a call log clearly showing I called at 3:04 PM. Rather than listening to my concern or attempting to help resolve the situation, she remained adamant that her version was correct. The issue is not simply whether the call was at 3:04 or 3:06—it is the complete lack of professionalism and willingness to assist. A patient service representative should be focused on finding solutions and helping patients, not arguing over a matter of one or two minutes. Her dismissive attitude, unwillingness to listen, and insistence on talking over me only added to an already frustrating experience and made me feel completely unheard as a patient. I have tried to overlook these experiences in the past, hoping they were isolated incidents. However, this has become a recurring problem, and this latest interaction has left me extremely disappointed. It is concerning that an employee responsible for communicating with patients consistently lacks the professionalism and courtesy expected in a healthcare setting. At this point, I have decided to take my business elsewhere. However, I strongly encourage management to review this situation and provide corrective coaching regarding patient communication and customer service. No patient should feel dismissed, interrupted, or treated disrespectfully when seeking care. Thank you for your time and attention to this matter.”

“I can’t begin to thank Mr Arellano for all of his time, expertise, and genuine dedication to the well being of El Pasoans mental health. Our family experienced first hand his ability to heal minds and help hearts. He is our hero! Anyone out there suffering, it’s time to take your life back. Reach out TMS of El Paso. Mr Arellano listens, understands, and most importantly provides the hope you deserve!”

“I highly recommend TMS and I can honestly say this was the best decision I have ever made. After struggling with anxiety/depression for years and having no luck with medication and counseling, I heard about TMS and decided to give it a try. They welcomed me with open arms and were there for me every step of the way. I underwent TMS treatment while seeing the therapist they work with. I noticed results after 2 weeks and after 2 months I felt like a different person. 5 months later and I have never felt so secure and confident in my mental health.”

“I had visited this place previously and had no complaints, people are polite and do at times show a genuine empathy with patients and they try and help out with medication - that was my experience, pretty damn decent. I have depression, ADHD, PTSD and who knows what else.... I called to set an appointment, come to find out there was no appointment made. No biggie, they forgot to make an appointment (it happens). My problem is with a policy they have: The patient can not switch mental health practitioners' - to avoid any type of billing issues. I was trying to just see someone else so I can get an phycological evaluation along with the documentation. Wait! A mental health clinic does not allow a patient access to a different mental health practioner (even if available) due to billing policy?? Was the patient just sidelined here? The actual mental health of a person is somehow less of a priority than BILLING? I might be misunderstanding or not giving the benefit of the doubt here - but that doesn't sound like the type of "Mental Health Clinic whatever you wanna call it type of place I would visit or trust again." Unfortunately. Well, I appreciate your responses Dr. Arellano, I would've preferred better circumstances to have met you. however, you made no mention of the timeframe in which i received treatment from your clinic. That would have been prior to / or at least December 2025, if that is the diagnosis and documentation you have mention then yes. Question: What does that diagnoses have to do with a request for an appointment.... I am sorry. You don't like to have clients/patients repeat their story over and over again; for clarity I will go ahead and repeat. I called your establishment in order to get an appointment for phycological evaluation, I stated I was interested in the TMS therapy as I wish to try something other than medication. The reason? Well medication isn't "doing it" anymore. I am experiencing an episode of depression that's causing external issues and I needed/need help. I am after all self diagnosing and trying to hold it together. I needed the documentation= ADA, due to the situation effecting job performance. One of your receptionist stated "policy is that DR. Arellano, does not allow patients to see other practitioners due to billing issues." She made no mention of anything else, I repeated the information back at her and asked her if she understood what she was saying? She said yes. She asked if I wanted to make an appointment? I clearly said "no, I will look for help elsewhere." Later in the day someone from your clinics texted back stating they received a "cancellation for an appointment on 6/22/2026", I did not make that appointment - nor did I ask for one. So, when referring to the diagnosis and documentation (without mentioning anytime frames ) what are you referring to exactly? Again, there has not been any type of diagnosis + documentation received from any one of your clinics and or employees....after December 2025, is simply not true. Also, when you say "documentation" are you talking about the paperwork for the evaluation? If so, then you've misunderstood and misspoken, the "documentation" I am asking for is the ADA forms I sent your office. I was also told that having those ADA form filled out would cost $50 and having another copy of my "medical records" is also a $50 fee. I never said there was an initial charge for documentation. One less "Star" for not researching....”