Serenity Mental Health Centers's Online Review Report Card

Testimonial by Noemi Trevino Patient at Serenity Mental Health since June 2025 My journey with Serenity Mental Health began not for myself, but for my 17-year-old daughter. Like many people, I turned to Google in search of someone who could help diagnose and treat her. The first place I contacted was Serenity Mental Health. During that initial call with the scheduling department, I shared some of my daughter’s history—and unintentionally, a bit of my own. The gentleman on the other end of the line heard my story and kindly offered their services to me as well. Mental health challenges run in my family, beginning with my mother. In January 2020, I started seeking help through my primary care physician because I knew deep down that something wasn’t right. I felt different. That initial call with Serenity introduced me to something called TMS (Transcranial Magnetic Stimulation). At first, I was nervous—it sounded a bit like electroconvulsive therapy from the early 1900s. But despite my fears, I agreed to be seen by one of their mental health professionals. From my very first session with Dr. Carlos, I felt understood. He listened and truly heard me. He explained how TMS could make a significant difference in my life. Although I was still hesitant, I decided to give it a try. At my first treatment appointment, I met my technician and saw the TMS machine for the first time. It looked intimidating—still feeding into the old image I had in my mind—but I went home and researched it more. The next day, I received my first treatment, and to my surprise, it wasn’t scary at all. The more I went, the more excited I became. Alongside my anxiety and depression, I was also battling chronic migraines, nerve pain, vertigo, and ear pain. Since starting TMS, I’ve experienced fewer and fewer migraines—and my vertigo is completely gone. I’m only 42 years old, but before treatment, my body felt like it was 80. My life was centered around managing pain with multiple medications. Today, September 14, 2025, with only four sessions left in my treatment plan, I’m proud to say that I’ve significantly reduced my intake of medications for anxiety, depression, migraines, and vertigo. That alone is a miracle for me. I’ve prayed for years to feel "normal" again—to live a life without needing so many prescriptions. My father passed away due to kidney and liver failure after years of taking too many medications following back surgery in 1996. I don’t want to follow that same path. I want to be here for my future grandchildren—and maybe even great-grandchildren. I am so grateful for this journey and the incredible people who’ve helped me along the way. A heartfelt thank you to my two technicians, Anna and Kassy—you ladies are the sweetest. And thank you to everyone at Serenity Mental Health for making this place feel like hope.

Ponte Vedra, FL No clear paperwork, no copays, and they set up a payment plan for me but it wasn’t consistent. Never asked me to pay when I got there. When I asked they said oh don’t worry about it right now. I probably paid twice. Almost a year later, I received a bill in the mail and insurance documents. It looks like the insurance company paid for half of it. I'm thinking they did that instead of pay all of it because Serenity was late in sending the bill. But it was supposed to be paid for in full, it's what they told me. If only half of it was covered they should have told me from the start and I wouldn't have gotten it in the first place. I’m now left with a $3400 bill from ketamine and TMS services. They told me it would be 100% covered when I signed up. After a few sessions, I was told TMS wasn’t covered. I have no paperwork that was given to me at all which is also very strange and scammy. I honestly was just in a bad place that I didn’t even think of asking for documentation. So I cannot fight the debt I was tricked into. They said there was “no rush paying it off” after I found out it would be $60 a session for TMS and you HAD to do 36 sessions or it would be effective. They don’t tell you that there is regression after TMS therapy. So you’re basically able to feel better for a limited time period. I went through 3 TMS technicians there and only one was professional and caring. I do not recommend this place. It’s easy to buy into the therapy because they know the right things to say. But leaving out the financial burden you’ll take on is so disappointing. None of the doctors or technicians I had work there anymore. There’s high turnover which is concerning. I feel they just push for treatment to vulnerable people to get money. Be careful. I feel scammed and now I’m still struggling to pay this debt 3 years later with this debt I didn’t know I’d have.

If I’m being honest, I came and called this company because I saw how much good reviews they had with how people have grown off of the treatments from this company, but I called and honestly how I see it is a manipulation tastic to get things out of people and what I mean by that is I called in a vulnerable state and the representative on the phone made me feel so comfortable and secure and didn’t even want me to hang up the phone call But as soon as I told him, I had a substance abuse he cut me off in a second without even giving me a chance to explain for me, mental health is the main problem of why people carry on to substances when I try to explain he didn’t even give me a second, but told me that the company would not take me in because of what I said out of honorable state what if I was at a terrible mental health manic episode state that this man denied me instantly without providing resources which is the reason that people call these companies I get so upset seeing people doing drugs on the street, but I’m a person that’s not a drug addict or addicted to a substance that I felt so discriminated by being denied of service because of what I said out of vulnerable state What hurts me the most is This man heard me crying on the phone and instead of making sure that I could call someone else. He simply hung up with me because this company would deny Service to me for what I said.

Absolutely atrocious practice-they harm mental health more than they help mental health. Outlandish policies and practices. As a patient there for more than three years this past year was one nightmare experience after another. Avoid practice.

Currently trying to get into therapy so I filled out the online from letting them know. I got a call 15 minutes later and was informed that they don't accept my insurance. When I inquired about self pay, they said they don't allow it. Instead of wasting people's time, that should be clarified on the website.

I've had consistently pleasant customer service experiences here. My providers (Sherri Crespin and then after she left, Tara Leedham) have both been friendly and not overly pushy toward one treatment vs another. They gave me all the information and let me decide what I want to do. I decided to do TMS and they helped me make sure I was insurance eligible. Pnina the patient coordinator was lovely. My TMS tech Dominique is absolutely wonderful. All the staff that I see every day are very friendly. I will say that sometimes with both the providers I saw (Sherri and Tara) it seems like they see so many patients they don't necessarily remember a lot about who I am. But that's understandable I think. Overall would recommend.

Please avoid this facility at all costs. Nate Glass, the practice manager is more like a used cars salesman than a medical professional. He informed me that the total cost of the TMS treatment would be $10,000, but that I would not be able to find out how much I would owe until they started billing my insurance, after treatment began. However, he said I would likely pay my copay for each treatment, a total of 36 treatments. 6 treatments in, and they have billed my insurance a total of $16,100. I have called other practices in the valley and they were all up front about how much each session would cost for cash vs using insurance. The average cost was $500/session. I requested a call back after the claims began to process. I was informed that I would owe my entire out of pocket max ($5K) for this treatment after they bill my insurance nearly $100,000 where almost every other facility would bill approximately $18,000. Now I see that if I would have read the reviews, I could have avoided this altogether. For those of you that have experienced something similar, I encourage you to file a complaint with the Arizona Department of Health Services: https://app3.azdhs.gov/PROD-AZHSComplaint-UI

Please avoid this facility at all costs. Nate Glass, the practice manager is more like a used cars salesman than a medical professional. He informed me that the total cost of the TMS treatment would be $10,000, but that I would not be able to find out how much I would owe until they started billing my insurance, after treatment began. However, he said I would likely pay my copay for each treatment, on a total of 36 treatments. 6 treatments in, and they have billed my insurance a total of $16,100. I have called other practices in the valley and they were all up front about how much each session would cost for cash vs using insurance. They would get a prior authorization before starting any treatment so you know exactly how much would be owed. The average cost was $500/session. I requested a call back after the claims began to process. I was informed that I would owe my entire out of pocket max ($5K) for this treatment after they bill my insurance nearly $100,000 where almost every other facility would bill approximately $18,000. Now I see that if I would have read the reviews, I could have avoided this altogether.

If I could give them a "0" I would. Was referred there for counseling. Scheduled an appointment and at the appointment was informed that it was only a psychiatrist office! I was offered to pay a $150 no show fee while standing in their office. Have been back and forth on the phone with staff and they still won't wave the fees but I received no help! Horrible customer service skills throughout their company! Steer far away from them!

FIND ANOTHER PLACE TO GET PSYCHIATRIC CARE. The only good and honest thing about this place is Panina. Do not trust the other mental health “professionals” here. Their TMS techs are unqualified and unprofessional. After 6 weeks of doing TMS, I ended up in the mental hospital. My psychiatrist still argued that “it worked” even though I was admitted for suic*dal ideation, which they claimed would be resolved/lessen, as well as it being an alternative to medication. Not only did my dosage double, but I got prescribed more medication throughout the course of those 2 months & beyond. Don’t even get me started with Nate. Do NOT trust him. He was supposed to follow up with my insanely large bill of $1000+ from months of failed treatment and still has not. This was not my first problem with him. In my last session, I did not schedule a follow up appointment, due to feeling extremely dismissed by my psychiatrist, and not ONE person from Serenity has reached out. They like to seem like they care about you by using a “holistic approach” but please don’t let it fool you. They’re just trying to get money out of you, like they did to me.