Innovative Therapy Center - Speech, OT, & Counseling Clinic

"Let me start off by saying that I am always hesitant to write a negative review. I am the father of an non-verbal child age 5. We started taking her to Innovative Speech in 2020. We had a great experience for the first year and a half, but then the problems started. First, our therapist left, which was no fault of the company, but slowed our child's progress. We were assigned another therapist and transitioned her over. At about this time the customer service seemed to fall apart. We continually had to send documentation into our insurance company in order to get the sessions covered, because Innovative was not sending in the proper paper work. Also, at this time the secretary called my wife to let her no the we were constantly missing therapy sessions. We had missed 3 in the calendar year. We offered to pay for them and only missed them because of the genetic condition the my child suffers from. Finally, the last straw began this July when Innovative lost another speech therapist. We were told they would try to accommodate us with another therapist until they found a permanent option. Not only did they not do that, but they didn't contact us for 3 months. I called the owner and expressed my dissatisfaction. I explained how important the therapy was to my daughter and asked for help. None was given. Desperate we found a new place that could take us right away thankfully. Finally got a call back from Innovative 5 months later saying they found us a therapist. Too little to late!"

"We absolutely love innovative speech! We have been there for 1.5 years and every single week has been nothing less than amazing! We love everyone that works there, the secretaries are so professional and sweet! The therapists are so creative and playful -and definitely pick up on things that I don’t notice. I appreciate that they explain what my daughter is doing vs. what she should be doing. I love the homework activities I receive to work on her speech at home. My daughter always enjoys going, and has shown great improvement!"

"I wanted to like this place but they were extremely inconsistent. Beware that they do not like replying via e-mail and state that they do not have a voicemail to record phone calls...Upon my first call I let them know I had already reached out to our insurance company to let them know that they do not cover speech therapy and wanted to know of the out-of-pocket expenses so I would know immediately if it would be feasible. All seemed good, I setup an appointment, which they are VERY picky about cancelations (see someone elses review as well) - this was fine with me. Well, upon the first appointment/evaluation they called and canceled right as I was walking out the door with both of my young children to cancel. Mind you i had also taken PTO and moved everything around to accommodate it. They didn’t seem to care whatsoever. I attempted to reschedule at that moment and they said they would reach back out. During this we received electronic paperwork to sign...As I'm reviewing it I find that the amount quoted is entirely different than what I was told on the phone. So, I reach out by phone and I'm told "oh, it'll be the amount discussed since we give the out-of-pocket discount but we need that signed by the time of the eval!" While that SOUNDS GREAT, I'm not naive enough to sign contractual paperwork that states otherwise. This sparked me to send an email to inquire so that there is written documentation of the actual amount prior to signing anything. They didn't want to disclose it lol. They tried hiding behind "there's no way to know what services the provider will need to perform during the evaluation process." To me that seems extremely off. Given the fact that I was told the eval would be $125 but the paperwork (their standard paperwork mind you) states $255.50. So I inquired as to a breakdown of what services would warrant the extra charges - as anyone would have the right to know as a patient and especially as a parent since I would be observing the services provided and don't want to be scammed into being overcharged. To make matters worse, the assistant accidentally attached the owner (Katijo's) response making snide remarks such as "We cannot be anymore detailed than this and there are no other details to give." They wouldn't provide it. Also even said, "We do not add facility fees like hospitals and we are drastically lower than ACH that charges upwards of $1,000 for evaluations. ;o)" which that rate isn't even true - anyone could inquire to that ha. The emoji really bothered me. Katijo then reaches out to me via e-mail with different pricing from what was said by phone AND different from the paperwork! I reply, "the e-mail I received yesterday said it could be upwards of $255.50, yet you're saying it was $250 before the 30% discount for out-of-pocket payers...All contradictory pricing. If the Good Faith Estimate INCLUDES the 30% and the Evaluation you state below on the Client Intake Form will not exceed $250 BEFORE the discount that means after it it should not exceed $175 total. So, the estimate given yesterday is incorrect at $122.50 - $255.50. That means it would range from $122.50 - $175 max. Can we please just clarify that the Eval will actually range from $122.50 - $175 max and we already agreed that the pricing for each session was correct at $63/week based on the basic pricing you provided that is before the discounts are added?" She tells me, "I'm available around 2pm today if you would like to call into the office. I would be happy to speak with you as I have a short break. I will not respond to any future emails." I was frustrated by this but made sure to move my work schedule around to accommodate her break at 2pm. I call and am left on hold for 17 minutes before she takes my call LOL. She then tries telling me I must have received one of the old forms with the old rates that they updated them in February? I'm like I didn't reach out till May so that makes no sense. Mathematically it makes no sense and Katijo was quite rude. Needless to say, I didn't move forward. Read everything/be cautious!"

"The service was ok (nothing really exceptional), but during the month of April 2020 when the pandemic hit I called to cancel 2 times, and then went for therapy 2 more, unfortunately I lost my job and let them know that I was going to cancel my service. A year later I'm getting a bill for "no show". They said they have "all the phone calls and messages" recorded but they don't have my phone calls, how convenient."

"If I could give more than 5 stars, I would. My daughter started at 2 years old and just graduated at 4 years old. She was extremely difficult to understand when she started and now sounds like a normal 4 year old. Ms. B was dedicated every step of the way. She never was frustrated and never gave up even when it seemed like my daughter was not progressing. She always looked for new ways to make speech engaging. I really liked that she centered the speech lessons around my daughter's interests and made a effort to find out what my daughter liked. I would definitely recommend taking any child with speech issues here."