From the initial intake call, this has been an incredibly disappointing experience.
I had a phone intake scheduled for 3:00 p.m. to discuss what I was looking for in counseling services. I arranged my work schedule so I could take the call, but no one ever called. When I contacted the office the following day, I was told the person assigned to my intake didn't have internet service and therefore couldn't complete the call. We rescheduled, and thankfully that conversation was quick and easy.
When it came time for my first counseling session, I was asked if I could change my appointment time. At that point, I had already had such a poor experience that I was considering canceling altogether. I decided to give them another chance, and my first session actually went well.
Today was my second session. I logged into the patient portal on time and waited for more than 20 minutes. I have proof that I was logged in because the portal recorded each time I entered the waiting room. When no one joined the session, I reached out to a staff member and also contacted the front desk. They told me they didn't have a direct way to reach my counselor but would send her an email.
The next communication I received from Shield Bearer wasn't an apology or an explanation--it was a notice that my card would be charged because I supposedly "did not show up" for my appointment.
That was devastating. I did everything I was supposed to do. I logged in on time, waited, contacted the office, and then followed up through both the patient portal and email. Instead of acknowledging what happened or attempting to resolve the issue, I was treated as though I had missed my appointment.
Seeking counseling is already difficult enough. When someone reaches out for help, they deserve reliability, communication, and compassion. Unfortunately, that has not been my experience. Today's events left me in tears.
If you're considering counseling services, I would encourage you to carefully consider whether this is the right provider for you. read more