Family Roots Therapy 7346 Northeast Sandy Boulevard, Portland, OR 97213

"We have been pleased with the value of the therapy at Family Roots. Over the past five years, our two therapists have been attentive and responsive, and have presented helpful tools to supplement the sessions. My complaint about Family Roots is not related to the therapists, but to the ownership and administration of the practice. In our experience, the communication can be vastly improved - from the accuracy of the status of the therapist's insurance network, to billing estimates, timeliness of invoices, and more. We have also made requests to have follow-up phone conversations to discuss the billing, but in the past months, those requests have been denied or ignored. After paying for all our services on-time, we had a billing conflict that began with us having 4 sessions go unbilled and ultimately resulted in us paying significantly more than we expected and had previously paid. Family Roots would not speak directly with us, and their email explanations contradicted what the reps from our insurance company shared. I reacted emotionally at first, which I apologized for, and when we tried on multiple occasions to have a phone conversation with the owner to come to an understanding, she refused to speak with us and instead canceled the rest of our 10-year-old daughter’s upcoming therapy sessions after we removed auto-payments from our account. This disruption in care has truly affected my child. I’m surprised this clinic would behave so callously and I feel the only thing I can do at this point is provide this warning to anyone thinking of joining Family Roots."