Silver Lake Psychology - Los Angeles, California

Laura G.

This review is for the booking staff, which has been a tremendous help on following up and getting me paired with the perfect therapist. Lucky specifically went above and beyond to help me get paired up with a second therapist, making sure he went through the qualifications of the therapist to ensure they would meet my needs. THANK YOU so much Lucky and Silver Lake for making this process seamless!

Kristina M.

This review has 4 stars for the therapist but certainly not for the billing department.
I started working with Nadia around May of this year and she has been great. From the very first meeting she was checking in on me to see how things were going, was very open in explaining how things worked and accommodating to sometimes meeting in person and sometimes online. I did a couple sessions of EMDR with her and I highly recommend. It was a great experience that had me walk away feeling confident and heard by her.

The billing department, on the other had, gave me some troubles. From the beginning, I messaged asking if they took my insurance and how much it would be on my end. I was told a certain amount but that I would have to do at least one session so that they could bill the insurance company and see if that was the actual amount. Not a fan of having to do a session before knowing the price but I did one and then waited a couple weeks until I got confirmation of the price.
Fast forward to September and low and behold, in my bank statement was a huge extra charge. After searching around for any type of communication about this, and finding none, I reached out and asked what the charge was for. I was informed that my insurance actually only covered a fraction of the amount and essentially my responsibility was then doubled for each session.
I will say, they temporarily refunded me while we wait to see what is going on. But that also meant I had to stop my sessions until this gets worked out. And I still don't know the price moving forward.
Hopefully others get to work with Nadia but don't encounter this same billing problem!

Patty C.

I had previously used Silverlake psychology in 2023 and was matched with a great therapist. Unfortunately, as all the good ones do, she left the agency and no longer accepted my insurance. After some time away from therapy, I was dealing with some personal issues and sought out services again. My experience this time was completely different. The intake coordinator Carol seemed to be frustrated when I asked for an Asian female. I was matched with an Asian male. I was open and willing to give it a chance. She also misspelled my name over the phone and I corrected her. When I went in to set up my account, it was spelled wrong again. She also sent me an email with the therapist's name and his last name was spelled wrong.

In the first minutes of my session with the new therapist Jonathan, he informed me he was an associate and then tried to explain to me what that was. To be clear, I work in the field and am an MSW. I understand licensing requirements. An Associate is not a licensed clinician, but someone working towards their license who has NOT completed all their 3000 supervised clinical hours or passed the CA licensing exam. Essentially they are interns being supervised towards their licensing. This is extremely frustrating as this was never disclosed to me. He seemed to put the responsibility on me stating I should have asked for someone licensed during the intake process. In all the years I have utilized therapy agency services, I have never once had to ask for someone licensed, it is expected.

After spending 10 minutes of him asking what I wanted in a therapist, he indicated he would contact the intake coordinator and ended the session. At no point did he state I would be charged a cancelation fee. Fast forward, they weren't able to find me another therapist, fine, but then I was billed $50 instead of my $25 copay. When I tried to speak with billing, they refuse to actually speak to me on the phone and sent me a generic email stating I was charged $50 (the max allowed monthly on the card I was forced to put down in advance in order to attend a session) and I owed another $50 because I was charged a no show/cancellation fee of $100. Even though I provided a response explaining what had happened, I got crickets.

These are shady practices. It seems this agency has expanded since I first used them and with expansion comes poor customer service and them utilizing therapists who are not licensed. If you decide to proceed with them, I would make sure whomever you are set up with has the proper credentials because they will not disclose this to you fully during intake and you will be the one having to pay the costs regardless

Marlene L.

horrible and unprofessional, the definition of the right hand not knowing what the left hand is doing. I tried to fight a bill because my therapist showed up spaced out of her mind on drugs. When they tried to bill me for this session I told them what happened. Jennifer from the front desk told me she would speak with upper management and billing and follow up with me. Surprise! No follow up occurred. I did get a call from the billing department who had no idea about the incident and was still trying to bill me. I told them to speak with the people who I talked to. They never called again, but the bill kept coming - from an automated email address I couldn’t reply to. When I did call back and ask to speak to Jennifer they said she was on break and would call back. Do you think Jennifer called back? Spoiler alert. No. these people have no concern that their psychologist is practicing under the influence and scamming clients out of money. No, they just care about getting that bill paid. Stay far away they do not care about you.

Mikhail V.

The staff is very helpful when it comes to establishing care and finding an available therapist. Although the billing department charges more than what was quoted as a deposit and it takes them forever to process the refund. The phone line goes to voice mail box, and nothing gets done. Very poor customer service and no help at all. They are supposed to care about their patients, instead they create more obstacles to feeling better emotionally.

niko T.

They have great customer service and they will partner you quick with a therapist. I did not have a good therapist. I left the therapy on the first 30 mins. I did not like the therapist's approach to our session.

Laura

Avoid if possible. There's a reason it's so easy to get a therapist with them.

I liked my long term therapist through them just fine but getting ANY response from Silver Lake Psychology beyond them enrolling you and getting your money is like pulling teeth. Billing question because they've made a mistake (look at the reviews-- very common of them to do)? Expect to have to call repeatedly and be sent to voicemail inbox after voicemail inbox, only to never receive a call back until you backdoor your way into the department via an intake person (once again-- the only department that seems to be staffed.) Do not pay your bill without reviewing, they make mistakes constantly that always seem to involve you being overcharged. I wouldn't put a card on file with them either for the same reason. They'll make it seem like you have to but you don't. Need to change or cancel something? Same issue. For how busy they are, it's bizarre how little staff they seem to have.

Therapists themselves-- I had two over my time with them. First one had so many Zoom issues it was genuinely ridiculous that SLP didn't offer to refund me. The calls would literally drop, she was so pixelated, sound lagged, etc. Clearly they don't do any testing/vetting of their staff's setups. My second therapist was great but was clearly so overburdened with so many revolving clients. He regularly had to consult his notes to remember who I was/what we were talking about.

Ultimately, this place serves a function for the many of us who are struggling to find higher quality or in person care but it's a subpar service.

Shunlundia I. L.

The people are so helpful. I live in another state than my daughter, the patient. We played phone tag, but we got it done. They checked my insurance and found a therapist that took minors at a time that is good for my family. As for the therapist, so far so good! It's only her 3rd session.