BRAINS - A Service of Pine Rest

“This is an absolute nightmare working with them. First they took 6 months to be available to schedule the appointment after getting a referral. Every time I called to check in they said their scheduling coordinator would get to me eventually. Then they finally called and informed me that they would not schedule until they had private insurance on file so I had to get all of that. Then when actually scheduling they casually gave me a day for May 2026 and this was back in June of 2025. Fast forward to end of March 2026 I called to verify I had the right date and they called me back shortly after saying they needed to change it because the doctor wouldn’t do testing on that day of the week. So I rescheduled which pushed me past a year and then again called and rescheduled because the doctor wanted to take a class on that day. I get they have control over their own schedules but to move someone that has been waiting over a year to get help for their child is just ridiculous. This also pushed it so far back that my insurance changed over in the mean time and after calling many many times I finally got them to send over the correct estimate less than a week before the appointment and it went from a small co pay to over a thousand dollars. This whole process the staff was nothing but uncaring and rude, the only time I got a little bit of understanding is when I flat out called them out for not caring. I would ask for managers to call me and get nothing so I gave up and let my partner handle them. It’s sad there are so little resources for children with disabilities to get tested and they take advantage of that, they only care about your money so I would be very wary of anything to do with Pine Rest or Dr. Knight.”

“My son has been seeing multiple therapist here for years. Now with the merger we are being kicked out. Back in December we were told that our son was grandfathered in under TriCare until discharged per the clinical manager. Now I am being told it will be self pay only. Had a conversation with the clinical manager today and she just gave me a round about answer and expects me to pay $85 per visit. There has been ZERO communication since December. It’s just a way to force TriCare clients out of the practice. Even snail mail could have made it to me by now. They are so unprofessional and care only about money and not their clients. Go anywhere else! You don’t want the hassle”

“My whole experience here has been a complete mess. They made me wait over a year to get in and then when it was closer forced me to reschedule twice because of the doctor wanting to do whatever they like. Everyone I have talked to is completely incompetent and uncaring. They only care about money and not actually helping children. Since they pushed it back to far my insurance has changed and I kept calling to get a new estimate and after four days of going back and forth with people I find out a week before the appointment I have to cough up massive amounts of money if I want to get my child any help. I was hoping it would get better when pine rest took over but it has gotten far worse and they just see the dollar signs.”

“After sitting through endless call queues and waiting on hold multiple times, I was finally connected to a representative who sounded muffled and difficult to understand, as if they were speaking on speakerphone underwater. Communication was nearly impossible, and there seemed to be no effort to improve the call quality. The combination of long wait times and poor customer service made for a very frustrating experience. I expected much better.”