Timberline Knolls Residential Treatment Center
Reviews and Complaints

My daughter began residential treatment at TK in June of 2022. In September, due to gross negligence on behalf of her case manager, my daughter had to be sent inpatient at a psychiatric hospital. The administrative staff did not follow through on anything that they promised - would not return phone calls or emails. On at least two other occasions, staff members shared highly inappropriate information with my daughter - telling her that a former lodge mate and friend had committed suicide the night before in one of the residences provided for people who step down to TK's partial hospitalization program (PHP). My daughter, again, ended up being sent inpatient to a psychiatric hospital. When she returned to TK, her therapist requested that she be placed in a different lodge, and that recommendation was totally ignored by administration.

Also, during her time at TK, when she was on security precautions, my daughter slept on the floor for weeks. There isn't even carpet on the flooring. Weeks went by and she was sleeping on the floor under a desk. My concerns regarding that problem were never addressed.

My daughter was scheduled to step down to TK's PHP on March 22, 2023. In the afternoon of March 21st, we were notified that her acceptance to TK's PHP had been retracted, and that March 21, 2023 was the last day insurance would cover my daughter for residential treatment. My daughter had gone close to 6 weeks with no contact from a case manager. In fact, I had to request that a case manager be assigned. The Director of Case Management refuses to return telephone calls or emails. My daughter is on two medications that require very close monitoring. She must have weekly labs drawn, and the treating doctor must be REMS certified in order to even prescribe one of the medications. It was imperative for case management and her care team at TK to effectively communicate and coordinate the transfer of her care. We requested that referrals be sent to a number of programs near our home, and specified my daughter's top choice. The facility here that was was her top choice has two different types of PHP. One is just for mental illness/mood disorders, and the other adds support for persons with eating disorders. We made it clear that a referral to both programs needed to be made. This was not done, and it delayed the process. The nurse from the top choice program told us that she had left messages and requested information from TK, and there were delays and issues with the information that TK did provide (outdated labwork).

My daughter was accepted to another program, and TK made my daughter leave before a decision was received from her top choice program. We were told by TK that they would still work diligently with us to get a decision from the top choice program. I picked up my daughter on April 7, 2023. On April 10, 2023, I spoke with the nurse from the top choice program, and was advised by her that since my daughter had discharged from TK that they would need a new referral from the new program that my daughter was set to start on April 11, 2023.

Throughout her time at TK, I have had to call, email and hound the administration. I have detailed records of all of the calls (mostly unreturned) and emails that I have sent. I have requested very specific information from TK repeatedly, and my requests have been ignored. My daughter and I have both been given absolutely false information from TK staff on several occasions. To no avail, I even met with the Clinical Director, Director of Risk Management and Director of Nursing on April 7, 2023 when I picked up my daughter. The Director of Nursing, Danielle Rhinehart, is an exception - she has always been responsive to my calls and emails. My daughter's therapist is also outstanding, and we have nothing but praise and commendations for her.

There have been too many issues and problems to detail in this forum, but the last straw for me was when the psychiatrist from the new program my daughter started on April 11, 2023 called me upset because there had been NO coordination of care from the TK treating psychiatrist, Dr. Dubauskus. The new psychiatrist is not REMS certified, and was not aware of what all needed to be done to get certified, and she was shocked that TK had sent her home with only a one week supply of the medication and no refills. I, once again, had to call and email a number of the administration to try and get this issue resolved. Dr. Dubauskus did communicate with the new psychiatrist, but as far as I am concerned it is way too little too late.

The emotional toll that the mismanagement, gross negligence and medical malpractice that has been perpetuated on our family by TK Administration is too great to even put into words. I have never in my life had to advocate so fiercely or forcefully. And, even with my advocacy, we still do not have responses.

It is unforgiveable and shameful. I am so thankful my daughter is no longer at TK, but my heart breaks for the majority of the patients who are there. TK will take advantage of their mental illness, and their inability to fiercely advocate for themselves. I can only imagine the number of people who didn't know how to advocate for themselves and their rights who were kicked out by TK when insurance cut them. I guarantee that there are numerous people who seriously harmed themselves or others as a result of TK's mismanagement and gross negligence. They need to be held accountable.

I was bullied, when I complained I was sent to a local hospital that cost me thousands. Extremely understaffed. This is a terrible place and company. At one point I told the psychiatrist that I had abused a certain medication, so of course I was prescribed that medication. Not sure why but everyone signed off on it and gaslit me as if I were the problem when I complained.

I was a resident in March 2021 at Timberline Knolls. From California, my family began the process, on my behalf, of applying for paid family leave through the state of CA and disability through CIGNA as soon as I was admitted to Timberline Knolls and we are still trying to get all of the documents filled out and submitted over two weeks later. We did not have experience navigating through the paperwork and forms needed to ensure that I could receive some source of income while in recovery and assumed the facility was accustomed to dealing with this type of paperwork. We had no choice but to rely on the staff (my case manager) to get the forms to the doctor and get them submitted as all communication had to go through the case manager. Some items were taken care of, but only after repeated phone calls from my family, repeated emails being sent and me trying to follow up since I was onsite. I stayed at Timberline Knolls for 30 days. When I was released from Timberline Knolls I was supposed to attend PHP to continue my recovery in my home state of California. My case manager was unable to provide me with final details of the program before I left, but was told by my case manager that they were referring me to a program at John Muir hospital. After being home almost a week with no communication from my case manager about my start date or any details, I finally called John Muir myself to get information and they had never received any referral information and I was told that I had to wait 2 weeks for an opening in their program. I called around myself to find a place to go for PHP as I was concerned about waiting around to continue my recovery. What I require assistance on now is getting the facility to complete the disability/medical paperwork that I need in order to receive my disability. I am not working as recovery is my number one priority so receiving disability is essential for me to keep paying my bills, car payment, etc. I have sent emails, called, left voice mail messages for my case manager and his manager with no communication back. At this point I simply want the doctor to fill out the forms that I supplied and get them submitted for me. I supplied all of the forms and instructions for those forms and did not even get a reply confirming they received them or any communication on what to expect in terms of turn around. I have followed up with email and have left several voice mail messages with no response. I expected a facility that treats mental illness would have compassion for the diagnosed person and be an advocate for me while I was struggling with my bipolar/bpd/anxiety issues - which is why I was there in the first place. I did not feel supported, listened to or taken seriously during my entire stay there and continue to feel disappointed and frustrated by their lack of communication and empathy towards my financial situation.

i was in the php program at timberline knolls back in august of 2020 i was severly triggered by several of the residents during check in group i had a overdose they sent me to palos hospital then the next day they discharged me they said i couldnt be in php so then i called admission and tried getting into residential but they told me they werent appropriate for me months later i called desperitalty looking for service as i had just been assaulted and they told me i had to their residential if i wanted to do their php so i was like okay but then days later i got a call from orland police asking me if i was the director of timberline knolls that they were looking for them so i immediatly called timberline knolls and told them what happened and they denied everything they again said if i wanted to do there php i had to do there residentiaal but i wasnt going to go back after having a horrible experience back in december of 2019 im really looking into their php program as that was really helpful for me

This facility was horrendous for us and my adult daughter. She was there in March of 2018. They made all kinds of promises they didn't keep. At her entrance assessment they asked the questions about suicidal thoughts, urges to harm, etc. My daughter answered in the negative to all of them. The woman taking the info jokingly said, "I guess you don't need to be here then." How rediculous My daughter, with mental illness, latched onto that and believed her. And all the work we had done to get her there was for naught because she was convinced we "put" her there for nothing.
They did not do a psychological assessment of my daughter until she had been there 3 weeks. By then they had already told us and her that she didn't need to be there.
When we tried to talk to them or write them emails with our concerns they showed her everything I get that there are privacy concerns but there is also using common sense and wisdom They showed neither.
Family counselling via telephone was not done well. There was little guidance, direction or input from the counsellor She lacked basic counselling skills.
According to my daughter going outside in the fresh air was not allowed, food quality, quantity and availability were all severely limited. They certainly don't have badminton, volleyball or horses as advertised.
When the decision was made to release her, (before a proper psychological assessment had been done) they told her (and us) that she never should have been there in the first place because they saw no reason for her to be.
Before going to TK my daughter had been professionally diagnosed with bi-polar disorder bef

and we also believed she has Borderline Personality Disorder and Narcissistic Disorder. They not only didn't diagnose or treat any of these they denied she had them. She has since been professionally diagnosed with those very disorders and others along with the Bipolar.
TK is unprofessional, disorganized, and as far as I'm concerned borders on incompetent. They were not at all what we were led to believe they were. Stay away from this place. It will do more harm than good.

August 24 - September 22, 2017
Communication:
-TK has no communication with the family. Family member has given approval for me, her dad and stepmom to have communication about her.
-Family member was on suicide watch from Friday - Sunday. Family was not notified until Sunday.
-On Tuesday’s meeting with Steven Wright, he didn’t know she was on Suicide watch.

Visitors:
-TK has allowed, a male friend; family member met at Palos Health inpatient just before being admitted to TK. She is being very secretive about him and won’t let us meet him. Thought TK was to screen visitors.
-Family all told Steven that this was happening via email.

Meetings with Steven Wright:
-Focus on the family dynamic. He’s suggestions have been tried and they haven’t worked in the past. Family member is inconsolable when she is in a manic state.
-Family member feels it is the “family dynamic”. She doesn’t realize it is her illnesses that she needs to focus on.

Discharged on September 22, due to insurance denial based on review by her doctor, therapist and behavior health specialist.
On the way home after discharge from TK, family member was argumentative. She started screaming when she was told her street drugs and marijuana were discarded.  Not remorseful, actually saying you went through my stuff!  Once home she was manic,  alternating from sobbing "nothing every changes" to yelling then back again to sobbing.  Quite frankly, nothing was resolved from her stay.  She is worse than she has every been. 
I find it unfathomable that a facility can discharge a patient who was on 24 hours suicide watch 5 days ago, and admitted to having thoughts of self harm on Tuesday, September 20, 2017.
We had hoped that TK would help family member but that is the farthest from the truth.  Timberline Knolls failed miserably.

Horrible place. Treating my daughter for an eating disorder, not for what she went in for - Severe Anxiety and Depression. Please contact me at [protected]@gmail.com if you want more info. If you are thinking of sending someone or going yourself, don't.

After many phone conversations, several medical requirements, etc I arrived at TK early morning Yesterday. I am sitting at the airport in Chicago anxiously awaiting my flight back to Texas where at my own expense I had travelled from for help with Mood disorders. Without going into numerous HORRIFING details, i will say that as soon as you arrive, what you were SOLD on is NOT what you are getting. They wanted me to have a fully UNCLOTHED 'skin check' Seriously! I SHOULD have left right then. Unfortunately for me I did not. I am a mother of 4, grandmother of 3. I have never been arrested nor have I had any substance abuse, alcohol abuse or suicide attempts. I went for help dealing with depression... Skipping numerous awful details... The staff at TK actually held me CAPTIVE AGAINST MY WILL, they refused my demands for my belongings, had the doors locked so that getting out was impossible, they had my cellular phone locked up ad would not return it to me, they control the phones to make sure you cannot make any outgoing calls. I felt like I was in a horror movie being held with no means to escape. The ONLY thing that saved me was an emergency phone call from my mother because my child was being transported by 911 to the hospital. She had NO idea what I was going on but said she was very concerned about me after trying to reach me and being refused. When they finally let me take her call I immediately told her to call the police and have them come rescue me that I was being held against my will. ONLY AFTER ME TELLING THEM THAT I WAS HAVING LAW ENFORCEMENT SENT TO RESCUE ME, that i wAs FINALLY ABLE TO ESCAPE WHAT WAS ONE OF THE MOST HORRIFING EXPERIENCES OF MY LIFE. I WOULD HAVE NEVER BELEIVED SOMETHING LIKE THIS COULD ACTUALLY HAPPEN IN THE USA.

Did anyone else get letters from Timberline Knolls during the first part of January (in any year) claiming that the person financially responsible for a patient had to pay them the total amount of the new year's insurance deductible and out-of-pocket maximum? My 15-year-old daughter was being treated for severe psychiatric conditions at Timberline Knolls when I received such a letter dated January 12, 2011 telling me that, because of the new insurance year, I was "responsible" to pay $2, 000.00 within 10 days, on or before January 22, 2011. I didn't receive the letter until January 17th and was shocked to be told that I only had 5 days to pay $2, 000.00, especially since I had not received any bills related to that alleged debt. It turns out I didn't owe the money in the first place because my insurance covered those costs since my deductible and out-of-pocket maximum were spent on other medical bills. I can't tell you how upsetting it was to receive that letter, especially since their "Financial Responsibility Agreement" I had to sign says "To 'assure uninterrupted treatment services accounts are due upon receipt of invoice." I was afraid they were going to kick my daughter out of the treatment center if I didn't pay them $2, 000.00 within 5 days. Has anyone else had a similar situation with Timberline Knolls?

Don't be fooled by the gorgeous online photos and slick sales pitch of Timberline Knolls. They work very hard to present their false image. Rarely did I find what they told me to be accurate. I was told specifically what I could and couldn't bring but when I showed up on lodge from admission I was told many of my belongings were contraband and had to be stored. Good luck with that! I heard countless stories of items being lost and sure enough, my belongings were also lost. And then it's too bad, so sad for you as you won't be reimbursed. The administrators are very kind - ###-kissingly nice but only if you have money and or are a celebrity (talk about preferential treatment!) Some staff are ok but they are worked like dogs and treated like crap from arrogant supervisors, so I but understand their attitudes. TK attempt to maintain their creepy "TK" cult-like atmosphere, using their TK-specific lingo. Many residents, myself included, find themselves unceremoniously dumped after insurance cuts out. They've got every penny insurance will pay and then the attempt to squeeze the person's family to pay out of pocket until you find yourself sitting at home 10's of thousands in debt with little to show for it. As I observed, many women spend their entire stay cat-fighting, many times over situations caused by TK and not on the issues that brought them to treatment. Such a waste. Oh you don't have an eating disorder, you say? Yes you do! You will be told that your eating is "disordered" and will be made to follow these bizarre rituals at meal and snack times. That's their "holistic" approach. The pretty photos of yoga, art therapy and equine therapy? Sure. After many weeks of being on a waiting list your therapist has to put you on. Immersion in DBT? Nope. Another misleading aspect of TK. if giving you a xeroxed diary card for DBT without much explanation is immersion in DBT then I should be able to be an instructor! Speaking of DBT the main therapist or whatever she is in charge of that is so emotionless and condescending it's unbearable. From what I've seen the staff are terrified of her. Main administrator Tom is a snarky, smarmy jerk. And I heard their supposedly wonderful psychiatrists there talk so poorly about the residents when they thought no one could hear...very upsetting. My advice? Skip TK, save your money and find a great outpatient therapist you see several times a week instead.