Kelsy D.
Google
I recently contacted Acadia Treatment Center to complete an initial intake assessment after corresponding via email with Caroline, the Operations Manager. Because this was my first interaction with the facility, I expected a professional and informative experience. Unfortunately, that was not the case.
During the intake call, Caroline appeared distracted and unprepared. I was placed on hold multiple times without explanation and left sitting in silence while she seemed to rummage through personal belongings in the background. The pauses felt disorganized and uncomfortable rather than purposeful.
When I asked about the structure of the program, I did not receive clear or confident answers. I was told that everything is virtual except for routine drug testing, which was repeated several times. However, when I asked more detailed questions — such as whether the program follows a 12-step model or another evidence-based approach — she was unsure and could not explain the framework they use. As an Operations Manager, I would expect a thorough understanding of the treatment philosophy and structure.
She mentioned virtual group meetings but explained that my counselor would decide which groups I could attend, without being able to describe what types of groups are available. Educational courses were brought up repeatedly, yet when I asked what those entailed, I was told they only apply to DUI cases and would not apply to me. This added to the confusion about what services are actually available.
Additionally, the website advertises medication-assisted treatment options such as Buprenorphine and Vivitrol. Because my partner is specifically seeking medication-assisted treatment, I asked directly about these services. I was then informed that they are not currently offering any medication-assisted treatment and that it is “on hold with the state” for several months. This contradicts what is publicly advertised and is important information that should be clearly communicated upfront.
Overall, I left the call feeling uncomfortable with the lack of knowledge, preparation, and professionalism displayed. When individuals reach out for addiction treatment, clarity, competence, and reassurance are critical. Unfortunately, this experience did not reflect that standard.
