Phoenix Children's Mercy Gilbert Rehabilitation Services

"Scheduling is horrible, we were ordered by a phoenix childrens surgeon to be seen for therapy 2× per week for post operation recovery. but but we've only been seen 1 time in the 25 days since the order... my appointment today was canceled last minute and I was asked to call and "reschedule" the next available being February... its December what a joke. How is it possible that pch has allowed us to get a surgery done that can't be followed up on with proper care via drs orders. According to the surgeon, "outpatient rehabilitation is critical to the patient in order to heal properly and regain function of her lower extremities""

"Scheduling sucks so bad , you’ll be on hold forever and then hung up on and They never know what’s going on . Speech therapist has taken over 2 months to schedule an appointment after going in for evolution and an appointment but nothing after . Just wasting time that parents don’t have . Very unprofessional"

"DO NOT GO HERE!!!! I can not stress enough how scammy this place is. My four-month-old had Torticollis in her neck (tight muscles). I was referred to this office by my Doctor. We went in for the initial evaluation, and no one discussed the cost with me. They laid her down on a play mat and turned her head left and right, had her look at some toys, and showed me a holding position that I could use to help stretch her neck out. They then insisted on us returning once a week for more "therapy." They still did not discuss the cost with me, but I assumed it would be a copay since it was in-network. We attended a second appointment the following week. The same situation - had her lay on a mat and stare at some toys, moving her head from side to side. She went over the same stretch hold as before and applied KT tape on her neck and stomach. The following week I received a bill saying that I owed $700. They had billed my insurance $1240. The only equipment used was a few old baby rattles and one strip of KT tape ($15 for an entire roll retail). Getting on the phone with customer service has taken over 30 minutes every time I try to call. I finally reached someone on 4/7 to discuss disputing the bill. They assured me not to pay it and that the account will be on hold while they dispute it. I received no communications or statements after that conversation. Then on 7/31 I received a letter from a bill collector for the amount I initially owed. I called them, and they were not only not helpful but insulting and rude! I have NEVER in my life not paid a bill or even disputed one!! I am on hold for at least 30 minutes to get through for normal billing questions to reach a dead end and for them to tell me to write a letter to dispute it (which I was already supposed to be doing). This system is so broken, and places like Phoenix Children take advantage of parents looking for help."

"This experience started off well, but they have MAJOR, and I mean MAJOR, scheduling issues. We tried changing our number a couple times in the beginning (to call/text my hubby rather than me as I work), with no luck. We could handle that until they gave up our kiddo’s appointment time without any sort of communication at all. We showed up for our regular appt, and it wasn’t on the schedule. They said they talked to me and I requested to cancel it; this was 100% false as I have never spoken to them about this. They set up a new appt, which he went to the next week; then the following week, yet again, the same story about the appt time being cancelled and another kid had been give the time slot. When asking for management contact info, as they never called us to talk through these issues, we waited about 20+ minutes just to get an email because no one was there that could help. This speech therapy has been inconsistent, so not helpful at all; at this point, our child is likely going to suffer, as we are likely done. We cannot afford to keep taking our kiddo out of school (which we pay for), during nap time, to be told we don’t have an appointment (which he had been going to for weeks). Super disappointing staff and schedulers and no resolution follow up."

"When I talked to two separate employees prior to scheduling an evaluation for my son, I was estimated around $150-$300 for an appointment. I received the bill after doing an evaluation and one appointment and the cost for each visit was $600!!! Each visit was only about 45 minutes for a basic questionnaire, evaluation, and OT. That’s over $1200 for about 1.5 hours of time! We immediately stopped going there and once we received the bill it stated on the bill in prominent orange letters “If your total patient liability is over $500, you may qualify for a prompt pay discount if paid within 30 days from the date of this statement.” So I saw this as a glimmer of hope at redemption for this whole situation. I called within the 30 days to at least take advantage of this discount since I was NOT happy with how things were done by them thus far. Instead, they said their own bill is incorrect and even though the total on the bill is well over $500 and it says “total patient liability,” it’s actually only based on each service (which after insurance adjustments, falls just below $500 for a visit).... Super disappointed and I plan on making sure everyone is aware of how misleading this company is. Just one big money scam."