Shayna Rose
I am so unbelievably fed up with this location. I don’t know if all FSL locations have the same issues, but after being a client here since 2018 I’ve had more than enough. I want to start this by saying my issue is not with my providers. The therapists and psychiatrists I’ve seen are more than amazing at what they do. My problem lies in the front desk staff and the monetary greed. It has always been a problem since 2018 and is getting progressively worse. I have been trying for 5 days now to get ahold of ANYBODY to clarify a mistake in my appointment as it says I have an appointment scheduled when I don’t. I have called at LEAST 4 times a day at different times of the day to get ahold of anyone and I haven’t been able to even get the phones to ring, it just cuts to “Sorry, this mailbox is full and can not take any more messages”. It’s been full for MONTHS. I have an appointment tomorrow that I don’t even understand what it’s for as I didn’t make it, and I’m going to show up and have them say “we didn’t have you scheduled today”. I know this because it happened 2x to me in the past. The other time, they charged me for the appointment when I didn’t show up, even though I never made it, and then didn’t take it off my billing because I didn’t cancel it. I have also had issues getting ahold of someone when it’s an urgent matter that needs to be resolved before my next appointment or trying to get an emergent appointment in if possible. For some reason, no matter which phone I use, when I leave a message on my therapist’s answering machine, she usually NEVER gets it, and if she does, it’s 1 message out of maybe 3 I leave her in a weeks time span. I gave up leaving messages and ask the front desk staff now to just send her a message on their end and explain my issue. Do they send her a message? No. They TRANSFER ME TO HER MAILBOX. I attempt to leave a message, then have to call back the front desk to pray they answer, just to say “hey, I left a message, but it probably won’t go through, it’s urgent, can you send her a message?”. Sometimes they’ll send the message. Most times however, they won’t. I’ll show up to my next scheduled appointment, and guess what? My therapist doesn’t get my voicemail message OR a message from the front desk. It’s so unbelievably frustrating. I’ve had issues with billing as well. I have seen my therapist telehealth for majority of my appointments as it was most convenient due to how far I lived from the clinic. When I try to call before or after appointments to make payments, there’s NO way to get ahold of ANYONE to make the payments. I usually pay the balance of what I owe when I occasionally come in or I’ll get a call from the billing department and explain that I’ve tried multiple times to call and can’t get ahold of anyone. I got the NASTIEST call one day 2 months ago from the front desk manager saying I need to pay my balance. I lost my job and my housing situation changed and already got in contact with the billing department after months of trying to work out a payment plan. The billing department were sympathetic and understood and I pay more than what my copay is every appointment to pay my balance. I explained this to the manager, and she scoffed at me and was extremely rude restating my balance to me and asked how I would like to take care of it in that moment because she can just cancel all my appointments. I told her I don’t appreciate the threats and to get in touch with the billing department if she wanted to continue this further and hung up on her. I reported the situation to my therapist and heard nothing of it again. I am no longer on medications, however, when I was, it was even MORE of a nightmare to deal with due to their money hungry greed. I don’t even have room to explain that, but long story short, if you rely on medications for a disability, don’t bother with FSL. I live with a disability. Many others who go here do. The staff need better training to assist those who they deal with and stop treating clients as a burden.