Lonestar Psychological Services

I am not a big reviewer, but this place’s unprofessional office and bureaucratic nonsense that borders on neglect has made me feel like I need to so that maybe someone else can avoid the frustrations we endured. DO NOT GO TO THIS FACILITY IF YOU HAVE THERAPY NEEDS QUICKLY.
I reached out to this counseling center at one of the most volatile, delicate, and time-​sensitive times in my teen’s life. Our family life was in the worst state it had ever been in and things were unraveling from there. We need help FAST. I tried to make an appointment with a specific therapist and was told that I had to meet with the head of the group to do an initial consultation… the next week. They don’t have hours where kids in school can get there, so my daughter and I take off a partial day of school/​work to do this consultation. I met with Dr. Yuen and felt rushed. He cut me off several times during my explanation after he asked me «why I was there?» He looked at the clock about 8 times during our visit. I was fully aware that he was going to meet with my child as well, so I was on top of it — but felt like I wasn’t being listened to right from the start. He said he thought he needed a psychological evaluation before he would assign my kid to any therapist. I was told that I would get the results of that eval because she was a minor and I had every right to decide whether or not my kid would need to hear the results. I was told insurance would take some days to get approval for the evaluation… no therapy in between. Dr. Yuen said that once he received the eval, it might take 2 – 3 days to get the results. Things continue to get worse with our family… every day.
One week later, we still have not heard from Lonestar. I ask Caitlyn in the office if they have heard from the insurance company and she said no. I asked if they had any way of expediting the process because things were getting worse at the house. She said if my kid was suicidal to call a hotline or get some emergency help elsewhere. To say I felt Caitlyn couldn’t care less would be an understatement.
Finally we get word that we have approval for the evaluation-​8 days after our first visit. We couldn’t get an appointment to take the eval until the following week – 6−7 days later. My husband takes a part day off work, kid misses more school. When he gets to the office Jackie, the office manger gives kid a packet and my husband nothing. He knows he is supposed to be doing an eval as well, but Jackie is completely confused by him asking for his survey. She then looks in their office that looks like a place that could cleared out in the middle of the night… shady business look. Jackie then figures out that she gave my kid the wrong form and found the one the parent was supposed to take. Have they never done this before???
He was told when he made the eval appointment that we could get an consultation appointment the week after taking the eval. When he tried to make that appointment… there were none left so we were going to wait to discuss the results of the eval for 3 weeks. He tried to explain to Caitlyn that she had mislead him and he felt the exact way I had about Caitlyn… she couldn’t care less what we were going through and made sure you felt it in her tone and action.
Today I asked if I could get the results of the eval and was told no. Dr. Yuen requires a consultation but we don’t have any appointments until next week. No remorse, no words of apology, concern, NOTHING… oh and Jackie, the lab manager was out until Monday-​so no, I couldn’t talk to her manager.
I told Caitlyn that I was appalled and disappointed in the unprofessional handling of people in desperate times… the lack of caring and expediting. The general feeling that they just don’t give a damn. I said, I guess I’ll need to spread the word via internet sites. she said, smugly, «That’s where you do reviews».
We have found somewhere else to go and were seen almost immediately, treated with the compassion and interest that you hope for at a COUNSELING center. Six weeks since my initial call for help and we STILL had no appointment scheduled for a therapist with Lonestar. Just shameful, really!