Chenal Family Therapy - Bryant East Office

"I made an initial tele health appointment with a PMHNP. I was not informed (as far as I’m aware) during the scheduling process that this would be a zoom call. I was ready at my appointment time waiting for a phone call. When no call came I panicked and did some digging through my emails and found a link to a zoom call that was sent to my spam folder. I logged onto the call 10 minutes past my appointment time and was not permitted to enter. I learned that their policy is if you are more than FIVE minutes late you are charged a $250 no show fee. No grace, no consideration for an honest miscommunication. Just an email saying “I’m sorry, it’s our policy”. Well, it’s a bad policy. I don’t recommend seeking therapy or treatment here unless you already have your life together and are sure you’ll never be late for an appointment."

"If I could give 0 stars, I would. “No one is available to take your call at this time” should be the motto of this “business”. So as a valued client of CFT, let me tell you. You are guaranteed to *never* be able to get in contact with this “business” when you need a refill or to talk about an appointment. You can call in the morning, at lunch, in the afternoon, call on repeat, and they are still allergic to answering the phone. On top of this, their in-house office & reminder system frequently sets, ignores, and cancels appointments for me on its own. Sometimes I would show up at my appointment time with no one there to greet me, and other times I would get emails out of the blue charging me for appointments that don’t exist. The only saving grace of this institution is that the individual therapists and doctors that work here are quality. But it’s hard to remember that when you’ve just tried calling **5 different times** during business hours with still no answer. It doesn’t matter how good my doctor is if I can’t even contact him for a refill."

"While I’ve had great experiences with the therapists I’ve seen, the office system is an absolute embarrassment. You can never reach anyone on the phone. I’ve had experiences where I’ve spent hours listening to waiting music to never be able to speak to anyone. Once they scheduled my appointment for a different location 40 miles away on accident without me knowing and when I arrived I sat in the waiting room forever until I finally just went home because they wouldn’t answer the phone. Multiple experiences waiting over a week because my pharmacy cannot reach anyone to authorize prescription refills. Sadly I’ll be moving to a new provider who has some type of business model that isn’t a complete mess."

"If I could give NEGATIVE stars, I would. These people never answer the phone. I mean never. It did not matter what time of morning or afternoon. We had to leave a voicemail. We had received multiple emails about scheduling online. So, I clicked on the link and was given only one option for scheduling. It was not a provider that we had seen yet, but, I figured since it was being offered, it was an option. After requesting this appointment through their provided link, I received an email stating I needed to call. I emailed back and told them I had been trying for 3 days and left 5 voicemails. Mandy emailed me back stating she was unable to call me as it went straight to my voicemail. I was literally holding my phone. No missed calls, no voicemails, nothing. The emails drug on. I was finally able to get through on their phone. Hayley, the receptionist, said I could not have the appointment that I tried to book online because that specific person had not been approved. I advised no need for referral or pre-authorization from my insurance. She stated the therapist had to approve the patient. Nonetheless, it got nowhere and we received no appointment. So, I emailed. That was worse. Mandy was not helpful at all. In fact, I got another 1.5 days of run around about appointment dates and times. I was then told, via email, that I should look somewhere else for help since we could not come to an agreement. WHAT?? After all that, I was basically told it was too much of a hassle to schedule an appointment. Do not waste your time or money at this clinic."

"Guidelines were given by the governor to stay home if you are running fever so my wife the night before her appointment started running fever and feeling ill so the next morning she tried calling and got no answer then emailed them getting a response back saying they had recieved it stating she was running fever and wasnt going to make it. A week later while going through her bank statement she found that they had taken over a hundred dollars from her bank account so she called them explained the situation and their response was to ask if she had went and got tested for covid which is none of their business and because of hipaa laws shouldnt even have asked when telling them that they asked if she had taken a picture of a thermometer showing she had fever to prove it then telling her if not she was going to be charged. To me this shows they dont care about the safety of there staff or there patients. i do want to say that she wasnt able to talk to anyone but billing she loves her DR there and i hope this decision was not made by her. Anyone dealing with this please contact the health dept. and the Attorney Generals office as they already have a case opened on them for this there."