My experience with NorthStar was nothing short of horrible. My Spravato treatments themselves were great and beneficial - and Kattie is lovely, which is the only reason I can give this review a single star.
I am absolutely appalled and in disbelief at how NorthStar handled my case. First off, I was scheduled for my first appointment in January 2025. I had scheduled my appointment and was told I was all set. The day finally cane around, but I had not received any confirmation. I decided to call, and they told me they cancelled my appointment because the medication wasn’t there yet…what? You cancelled it and didn’t feel you should inform me? This was only the beginning. Once they received the medication, I was able to begin treatment. The sessions were great and helped me quite a bit, and Kattie was an absolute joy to speak to and work with while I was there. Then I noticed my bill getting incredibly high, which didn’t make any sense to me, as my appointments were supposed to be billed by my insurance. As I continued to receive these bills from NorthStar, I noticed that they were under Dr. Andrew Williams, whom I have never seen or spoken with before, and was told he is NOT in-network with my insurance. My provider was Jessica Jimenez-Bentura, who IS in-network. When I pointed this out via phone call, I was told that all patients are automatically billed under Dr. Williams, and that they don’t usually check to see if the provider is in network or not. Complete money grab from patients not in-network and felt so slimy. I requested that all of my claims be re-billed under Jessica, and then, MONTHS later into this ordeal, because it took me constantly calling them to finally get in touch with someone who would actually somewhat dedicate themselves to helping me, I’m told that Dr. Williams actually IS in-network. Really strange how multiple employees told me he wasn’t, and now all of a sudden he is. My claims were re-billed and I was told not to worry about the balance at all and that it’d be taken care of (?). At this point, I haven’t heard from anyone in weeks. The lack of compassion from the staff is so disheartening for someone who is seeking out help for their mental health, and trusting that their care team will do right by them. On top of all of this, they had helped me enroll in the Spravato with Me program through J&J. Stephanie did not submit the paperwork I filled out until MONTHS later. There was zero communication from her at all. The only person who has even remotely helped me with any of this is staff member Mary Kay Muir, though until more recently after she promised she’d follow up with me, never did until I called her over a month later. 3 weeks now and I haven’t heard a word. There was almost no empathy from anyone about my situation and their follow up and communication is the worst experience I have ever had. This has been ongoing since JANUARY.
I wouldn’t recommend this place to anyone. NorthStar does not have any of my trust. You guys have put my family and I through so much stress and having to jump through hoops due to your unbelievably poor customer service, failure to be diligent, and complete lack of care. PLEASE take drastic measures to do better for the next person, and maybe work on training your team in the seriousness it takes to work in the healthcare system. Not only the logistical side of things, but making sure they actually care about and make the effort to go above and beyond for the patients that are relying on them to improve their quality of life.
