Lavender  レビュー 63

Unfortunately I never got past registration. Their “concierge” informed me, after a week, that my insurance was out of network. It is a Cigna network and I have called them twice; both times they verified that if the provider is Cigna credentialed, I am absolutely in network.
They canceled my new client appointment that I had completely arranged my day around with 3 days notice and said if I wanted to be self pay, to reschedule. My appointment should have been held for at least 24 hours to allow me to reply, or they could have called me to verify.
I work as a mental health office manager/billing specialist and honestly, am shocked and disappointed in this company. I use Midi online for other care and had high hopes that Lavender might be a good online provider.
They clearly need better benefits and eligibility staff as losing a new client because you don’t know how to call and verify their insurance is unacceptable. I will be letting Cigna know that this provider/office is telling a Cigna member that they are not in network as they claim to be.

Denise

Unethical, doesn't reply to patients.

Lavender has given me the runaround with billing after filing all claims incorrectly, impacting my care and ability to get refills on my medication. They don't reply to emails, follow-ups of those emails, or have any email addresses or numbers where you can speak with someone in billing. Unethical and irresponsible - do not trust them with your mental health and well being.

Edited to add: it shouldn’t take a Trustpilot review to get a response. My husband and I emailed and followed up over two weeks waiting for any information. This company does not care about its patients.

They billed my insurance $250 on a high-deductible so I paid $250 per session but would've paid $200 w/o insurance. Scam.

Billing department unresponsive for 1.5 weeks after my initial inquiry. I needed to message the concierge through the website and it still took an additional 11 days for them to respond to questions.

Lavender NP continuously pushed me to go on prescription medication though I was hesitant. Did not provide alternative options. Other NPs have recommended holistic alternatives before trying meds.

2 stars for their care team. They are empathetic and responsive over the website and the phone.

I needed a new doctor or NP for medication management and Lavender took my insurance unlike my psychiatrist at the time. I made an hour long intake appointment with Tramia Squire, NP. The appointment went well, I went over all of my meds, diagnosis, history, trauma… the usual for an intake. Ms. Squire told me she would be happy to take me on as a patient, she had no problems with my meds and would continue my treatment as it had been. I was SO relieved to find mental health care that took my insurance, I could actually afford psychiatric care! Ms. Squire told me she could see the relief on my face.

My psychiatrist at the time charged me $400 for a “discharge” appointment to send my medical records, medication records, and doctors notes to Lavender, this was required by Lavender to proceed with care. I received an email from Lavender saying they received, read, and accepted all of the records my doctor sent to them. Perfect, I was officially a patient of Tramia Squire and good to go.

A couple weeks passed and I needed refills on several medications so I made an appointment with Ms. Squire. Days later on the date of the appointment Ms. Squire called me 2 hours before the appointment and said this:

“We have decided that because of the combination of medication you take you are too complicated to treat and are considered high risk… that means we won’t be treating you and you are discharged as a patient as of now.”

So at no time during the intake process when we went over my meds was a red flag raised over my meds. No time during the records transfer process where my meds were entered into their system was a red flag raised. At no time leading up to my appointment with Tramia Squire was a red flag raised over my meds. Lavender left me high and dry with no way to refill incredibly critical medication. So I had to go back to the psychiatrist I just left, he charged me $450 for a new patient intake appointment. Combine that with Lavender’s fee and I lost $900 for Tramia Squire to do absolutely nothing except cause chaos and havoc trying to find mental health care. This was the worst medical experience I’ve ever had.

This company is extremely problematic and I encourage you to look elsewhere. I have been added to group chats that included other clients, I have received messages intended for other clients, I have had numerous cancel provider appointments that resulted in late medication, refills, and the icing on the cake is that they switched providers on me (My original NP left the company and they told me this was the replacement) And it turns out that person is not even credentialed with my insurance. I even asked when the transfer occurred and was assured everything was fine, and then I get a new bill from a third-party billing company (Another switch made without my permission or any notification) That I’m paying full session rates because that provider is not credentialed.

I have sent probably a dozen emails and all they keep saying is that they are “looking into it.”. They tried to tell me I moved states and that’s why things changed. I’ve lived in the same place for 20 years lol Even worse, the providers I used through Lavender are only licensed in my state, so they would’ve been illegally connecting me with an unlicensed provider if I had indeed been in that other state.

At this point, I pretty much accept that I’m not getting the money back, and I obviously have canceled services with this company. I hope I can save somebody else the trouble as well. And for the record, the provider quality was not high quality either. My first provider was okay, and I would’ve continued with her. The replacement clearly does not want to be there and does not listen at all.

I HAVE COMPLETE CONFIDENCE IN MY PRESCRIBER. SO FAR OUR MEETINGS HAVE BEEN GREAT. I AM IN THE FIELD AND I AM VERY PICKY ABOUT WHO I TRUST TO PRESCRIBE! SHE IS VERY NICE AND KNOWLEDGEABLE TOO. I HAVEN'T HAD ONE PROBLEM AT ALL.

I was just about to join this because it seemed so amazing as advertise reading all the reviews. I am so thankful that I did not. I will not be choosing lavender psychiatry.

My NP quit about a month ago with notice and lavender said they would be setting me up with a new provider automatically. Fast forward to now I have like a week left in my prescription that can only be filled with a monthly appointment per government regulations so I call. I get told "Oh we won't have anyone in your state that takes United healthcare for another month sorry" and that was it. So now I'm frantically searching for a psychiatrist so I can refill my prescription. This company dropped the ball hard and can't or won't be bothered to do anything about it.

If you are a mental health patients, avoid this service
!!!
This is the worst customer service I have ever experienced. Scheduling/or rescheduling appoinments are a nightmare, their customer service do not know what they are doing. And heaven forbid you have a change in scheduled less than 48 hours before the appointment they charge you a cancel fee! Most medical practices at least offer 24 hours, and they dont charge you to cancel or change the appointment.

And if you need to try and get medication, you'll jump through hoops for days trying to get it.

And yes, thats right, we're talking about a MENTAL HEALTH SERVICE. My therapist is wonderful, but the service is no longer manageble and i have to change care because of the customer service and how much stress it causes.

A lot of people write about this being a scam and I was charged so many additional charges for appointments or documents I have never been before. Basically anything you'll need, they will charge you for.

THEY ARE ONLY HERE TO MAKE MONEY THEY DO NOT CARE ABOUT YOUR MENTAL HEALTH. IF YOU WANT TO GET WORSE, SIGN UP FOR LAVENDER. BUT DO YOURSELF A FAVOR AND FIND A BETTER OPTON.

*UPDATED TO ADD THAT THEY TAKE CO-PAY FEES FROM YOU THAT YOU PROBABLY DO NOT OWE. CHECK YOUR EOB FROM YOUR INSURANCE CAREFULLY AND DONT MAKE THE MISTAKE OF TRUSTING THEM TO NOT OVERCHARGE YOU FOR THEIR OWN PROFIT*

⸻

Disappointed in this company. I travel for work and was told I couldn’t speak to a provider unless I was physically in New York City. I was abroad, dealing with a medication issue and a high-stress client, and received no support despite multiple requests. I liked my provider, but the system feels profit-driven and impersonal. The offshore call center added to the frustration. Feels like a scam—would not recommend.

They have all been helpful and my therapist has been excellent at finding the right medication for me

Listen to every person that has reviewed this… going to find a new doctor. They handle medication in such a dangerous manner by making it impossible to fill any prescription EVERY month. I look crazy calling the pharmacy when they are reaching out for simple things from the doctor.

I don't know what was wrong but for some reason they would never send prescriptions to the pharmacy. It was about 10 calls per month to lavender if I wanted to get the same prescription filled that I had the month before. We went through this every single month. I tried multiple providers and had negative experiences with each of them. The first was not aware that patients have withdrawals when switching off of psychiatric medication's and need to taper. The second tried to provide therapy without ever gaining consent from me as a patient to do so or doing any sort of intake appointment. She was also a bad therapist.

I am deeply disappointed and frustrated with my experience. I was assigned to Lavender’s Nurse Practitioner Susan Jackson, and it has been nothing short of a nightmare! Here is the full story…

Over the last year, I’ve dealt with extreme personal stress: caring for my two young daughters while managing my brother’s traumatic brain injury. Amidst all this, I started noticing symptoms of forgetfulness and lack of focus that began to affect my ability to function—at work, at home, and even with basic self-care.
I reached out to my doctor, explaining my concerns, and suggested that I might have ADHD. She was unsure whether I had undiagnosed ADHD or if my symptoms were just situational, given the immense stress I had been under. After this discussion, she agreed to prescribe me Adderall but recommended seeking a formal diagnosis. That led me to Susan Jackson at Lavender for a psychiatric assessment, which has turned out to be one of the worst healthcare experiences I’ve ever had.

From the start, Susan came off as cold, detached, and uninterested in my concerns. During our telehealth visits, she couldn’t even be bothered to center her camera properly. At first, I wrote it off as an accident or technical glitch, but looking back, it struck me as both unprofessional and insensitive. It set the tone for the entire interaction: Susan seemed more focused on checking boxes than on actually connecting with me or addressing my struggles.

After speaking with me for just 45 minutes, she suggested my symptoms were more in line with dementia than ADHD, which left me anxious, confused, and frankly, alarmed—especially since there's no family history of dementia in my case. Despite my reservations, she recommended that I seek a second opinion and pursue a neuropsychological evaluation, which I did.

I consulted a seasoned neuropsychiatrist with over 20 years of experience, who did not believe I had dementia. I communicated this feedback to Susan, but she stubbornly clung to her initial diagnosis, further increasing my anxiety. At this point, I had no choice but to withdraw from her care. I made it clear that I wanted to health care team that would holistically treat my cognitive issues but this didn’t seem to be of any interest to her. Over prescribe and under treat!

Susan’s approach to patient care is deeply troubling. She’s uninterested in getting to know her patients as individuals, choosing instead to focus on checkboxes and drill-down questions that feel cold and robotic. When I expressed concerns about the medications she wanted to prescribe, especially when her dementia diagnosis seemed dubious, her only response was a prolonged silence followed by "I don't know." She was more interested in diagnosing me with something, anything, and pushing pills than actually addressing my mental health needs.

If you want a provider who listens, cares, and gives thoughtful, compassionate advice, Susan Jackson is not the one. She is dismissive and focused only on her narrow view of the situation. It was a truly awful experience that left me feeling worse than when I went in.

I would not recommend Susan Jackson to anyone. Please, save yourself the unnecessary distress and find a practitioner who truly has your best interests at heart. My experience has been a nightmare, and I hope no one else has to suffer through the same lack of empathy and questionable care.

Do not waste your money if you are hoping to be medicated for your current meds after your doctor dies or closes and you have withdrawal systems and want a new psychiatrist to work with; obviously, they do not need the money. They must have plenty of clients. I spent $300 for nothing.

I went into this appointment with high hopes, and it turned, my hopes were dashed.
The therapist basically said she couldn’t work with me because I had too many issues and a complex relationship with my mother. Really how surprising(roll eyes here) why do you think I’m seeking therapy.
I had to go through the whole intake process, which made me emotional and I cried, and I’m a wreck now I need to find someone else to do this all over again. If only therapist realized themselves how hard that is and you don’t wanna tell your story over and over again. Save yourself the The disappointment and do not go to this place.
Please excuse any spelling mistakes when I’m upset I make mistakes.

They charged me $300 for a 60-minute session which the practitioner ended after 30 minutes. The audio crackled on their end the entire time. The person told me I was "wasting my time" because they can't provide me with what I needed despite my initial email stating very clearly what I need. They ask almost no questions upfront so they can play dumb and say "sorry we can't help with that on Telehealth!" and have a steady stream of revenue from people who don't know any better. When I called customer service - not in the United States, of course - would prefer slave labor - the rep spoke out of two sides of her mouth. What a joke. Avoid this place at all costs!!!!

Don’t guarantee they can even fill prescriptions

Lavender Psychiatry is by far the most disorganized and incompetent business I have ever dealt with. I strongly advise against using their services and recommend seeking alternative providers through platforms like Zencare or Alma.

Since starting care with Lavender, I have repeatedly encountered incorrect information and mishandling of my prescriptions. Initially, I was willing to overlook these issues as isolated incidents, but it is now evident that this incompetence is systemic within the organization.

They have incorrectly updated my address three times without my input. On two occasions, they failed to send my prescription to the correct pharmacy, leaving me without crucial medication for over a week. They also tried to charge me out of pocket costs due to an administrative error on their end and only relented after I sent extensive documentation and explicitly diagrammed how this was their clerical error.

Additionally, they seem intent on charging for every possible service. I was billed $75 for a simple letter re-iterating a diagnosis they had already provided. If you ever need documentation for disability, ADA, or workplace accommodations, be prepared to pay for each piece of administrative work—something most other healthcare providers include as part of their service.

A basic letter confirming a diagnosis and recommending necessary treatment should not cost $75, especially for something as routine as FSA or HSA documentation.

Moreover, all your interactions will be routed through a "care concierge," meaning even if your provider is competent, the organization’s inefficiency will still affect you by limiting direct access to your practitioner.

Zencare allows you to search for providers within your insurance network and filter by specialty, language, identity, and more.

Alma also connects you with different therapists through their directory. I strongly recommend using these services instead of Lavender Psychiatry.

Provider was very unprofessional, did not appear on camera at the appointment, and is also attempting to bill for services she did not render. There was also no follow-up as promised. Stay away from this shady practice!