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We have been working with Pillar for over a year. My son started out with just occupational and speech therapy. Everything was great for about the full year, we had both therapies back to back Saturday mornings. My son is 8 and has school and 15 hours of behavioral therapy elsewhere during the week, which makes our availability limited, so Saturdays were a great option. The place was always clean, all the staff was friendly, even on the phone. The girl up front, Sarah, was so great.
Then the owner and our insurance starting making changes and honestly the place has gone to downhill. A couple months ago my insurance decided to change their policy for therapy sessions that only a licensed person can do the therapy sessions with my son instead of the certified assistants. As a result, the therapist we were working with could no longer work with him and that meant that the day and time slot we had was no longer available. When they notified me, I immediately asked her to comb the scheduled for both offices (Ahwatukee and Mesa) to find something that works for us. Regina was the one I talked to who originally gave us Friday at 4pm option so we took it. The second session we had was cancelled by them just 2 HOURS prior to the appt time because the therapist was not in-which is very unprofessional. This was a huge issue because I initially got a voicemail from Regina who spoke low and fast and I didn't understand any of it except "cancelled today" and something about scheduling. When I called back she was unavailable and asked the girl on the phone if she could tell me what the voicemail was about because I couldn't hear it and I think our session was cancelled. She "looked in the notes" and told me yes our session was cancelled that day. I asked her if there was anything else because there was more on the voicemail I could not hear and she said no.
The next Friday my son showed up with his grandfather and was sent away because he did not have an appt. He notified me and I was confused because no one had called to cancel with me. I called and again spoke to Regina. She said that I was informed the week prior that that therapist was no longer available to work with my son. I insisted that I was NOT told that he was removed from the appt time. She immediately got attitude with me and said I was told in a voicemail the week before and it was all in the notes. I explained how I couldn't understand it and had to call back and the other girl didn't tell me that but she didn't care so I had to speak to her supervisor.
They had nothing for afternoons and Saturdays weren't an option either. How can they not have any afternoon or Saturday appointments? Even though we have an odd schedule, there are 4 days a week where we have afternoon time we can meet. During the summer, we had added feeding therapy and that appt was soon to end because school started soon and we needed to move that appt as well. She explained that the company was making a lot of changes and moving all therapists around to a new schedule, plus they lost some employees but were in the process of hiring new ones. So basically, your owner decided to completely change the schedules of all therapists (knowing they work with autistic clients who HATE change) without warning? In addition to that, my own insurance has made changes at the same time literally leaving us between a rock and a hard place. So I had to grin and bear it and be on the wait list....
Literally the following week, we had yet another issue. Now I share custody with his dad and his grandma on that side dropped him off. While I was waiting to pick him up, I asked the girl (not Sarah who I haven't seen in a while and think she left) to look and see if any availability had opened up. During that time, I realized he should've been done by then, so I asked where he was at and she told me he was in occupational therapy session. I was confused because remember, he's on a waiting list... It turns out that when grandma dropped him off that morning, they asked her if she wanted him to stay later and have occupational too with the same therapist since they had an opening. The issue is; 1) she doesn't have the authority to make that decision, 2) she did NOT tell me or his dad about it, and 3) she doesn't even know English or what she agreed to. Why?! Why would you ask someone who clearly doesn't know English and not call the parent? I was livid! I pulled him out because I had to get to work, but that was the last straw for me. So since we are still on a wait list, we are actively pursuing other facilities. My advice? Don't waste your time with this place. I overheard someone else in the lobby complain about a similar issue while I was there last week, so its not just us. They clearly need to get their shit straight and I don't see it happening any time soon.
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