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Utah Family Institute

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Utah Family Institute
Utah Family Institute
(6 Reviews)
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1471 North 1200 West Orem, UT 84057
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Consumer Feedback

(6 Reviews)
Service
2.5 star average for Service
Environment
4 star average for Environment
Expertise
3 star average for Expertise
Staff
4.5 star average for Staff
Recommended
5 star average for Recommended
While our experience with the therapists has been great, it has been a different story with the office staff. I've asked for a billing statement showing what I've paid. After some runaround, they will not release it without a Special Master Order, even though I filled out the HIPPA paperwork they required. (Mind you, I'm not asked for patient information, simply my own payment history!) Also I have overpaid for several therapy visits, and not been reimbursed. My request for reimbursement has been thus far ignored. I hope to update this review with a happy ending.
by Suzette Fisher xxx.xxx.225.76
May 22, 2015
Poor business practices/therapy, threatens patience for early payment due to their billing error.
I visited with one of the therapists within Darin Featherstone's "special" office Lori Kotter. My insurance pre-approved 8 visits and both my insurance and I provided the billing information separately. I had a behavioral benefit that was very lenient and would have paid for more as I have used it for sessions about one every 2-3 weeks with other therapists beyond the 8 visit limit. After 4-5 visits (about 2 months), I got a phone call from Darin and Lori together, and Darin said the insurance denied the billing and eventually called me a liar multiple times in a very harassing phone call, I thought so much for helping your patients feel comfortable, and all I kept saying is we can work this out, I'm sure it's just a billing error (I was not very confrontational during the call). I did think if a patient was suicidal, this call would have pushed them over the edge. Darin threatened to turn my account over to the lawyers (maybe two months since I started) rather than trust me a little and try to work things out. Lori didn't say anything other than acknowledge she was in the phone call at the first, and when I said "Dr. Kotter, are you ok with this phone call and the way Darin is harassing me?". Lori seemed scared to say anything but yes we need you to pay for the sessions. Turns out they made an error in billing and couldn't follow simple instructions, they billed my regular insurance rather than my behavioral benefit as explained clearly on forms provided by my insurance and myself, and as I explained in out phone call many times just to have Darin say "we did it correctly and you are lying and need to pay us (hundreds of dollars)". They billed incorrectly 2-3 times before they finally got the codes correct (from the forms mind you). After helping them with the billing on 4 separate tries they finally got it right, each time telling me I had no benefits and owed them hundreds of dollars. The therapy sessions I did attend were very confrontational and destructive at best. Instead of helping Lori seemed more interested in blaming me for my issues (most of the time I expected that, after all I was seeking help to learn how to change), but she did so in a demeaning and confrontational manner and didn't offer many ideas to help change the situation. In all fairness, she did offer two good suggestions that would have helped if her office didn't abruptly stop the sessions. As I sat with her, I couldn't help think she had issues with her father that she hadn't gotten over and those issues were directed at me most of the time, maybe just because I was a male, or maybe because I was a bit older than her. After the office worked out their billing errors and got their money, Lori called and asked when we could schedule the next approved visits, I could only respond "you did not do anything to protect me from your boss (Darin), and that make you culpable and in my opinion a dangerous therapist, we are done with the sessions". All in all this was a stressful and horrible experience. I have been to other family therapists, but this was by far the worst experience.
by pita xxx.xxx.197.35
March 19, 2015
This was a very unpleasant experience. My child was referred here for testing by her school because we thought she might be struggling with learning disorder. The psychologist only met with her very briefly and was not thorough at all. She did not explain the results to us either and sent the results back to the school to complete the rest of testing. We had heard that other places provide much more comprehensive services and were very disappointed with the Utah Family Institute.
by svd0212 xxx.xxx.225.240
October 22, 2012
Their staff is very friendly and professional. They didn't help me as much as I was hoping and didn't answer all my questions. The office was very easy to locate. I didn't have any trouble finding it at all. I was there for a parental fitness evaluation and there is no way they can determine me as a parent by what they did. I am not happy with the way things were done. It felt more like I was being evaluated as a psychotic patient not a parent that wants what's best for my kids. I was very disappointed.
by jb xxx.xxx.248.197
February 19, 2012
They made sure every single question I had was answered, and are always available if I think of any more questions I want answered. Their staff is the most friendly, welcoming staff I've ever dealt with. They are so warm and professional, and make the whole experience that much better. I was so impressed with the progress I was able to make after visiting them. All my questions were answered, and I feel a lot more confident and hopeful about the future. The office was very easy to locate. I didn't have any trouble finding it at all. The Psychologist I saw was excellent and helped us solidify, resolve and improve our relationship ten fold. No problems referring any friend or family member to their agency! First rate!
by Mildred xxx.xxx.108.150
January 25, 2012
Does this provider leave you on hold for a long time when you call?
All the time! I think I got a gray hair while I was waiting
Did this provider prominently display their diplomas or business license?
Not very well. I had to really look for it before I found it.
Did this provider rush your appointment?
Not too much, but somewhat
by Anonymous
September 15, 2011
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Map and Directions
1471 North 1200 West, Orem, UT 84057