Jennifer B.
Total Disaster: Provider wakes up 20 minutes late and cancels appointment for an insurance check with no warning
Total Disaster – Late Provider Wakes Up 20 Minutes Late, Then Cancels for Insurance Check Without Warning, During My Mental Health Crisis I booked an urgent initial mental health visit with Catherine Donnerstag (PMHNP-BC) on Hello Klarity for January 7, 2026, at 7:00–7:30 AM PT. I was in a serious mental health crisis and needed this appointment desperately for support. The platform itself was a mess from the beginning: no "Join Appointment" button ever appeared on my phone (despite constant refreshing, email/spam checks for links, and following support guides) or even on my laptop after repeated logins and troubleshooting. I was freaking out, convinced I was going to miss my only shot at help that day. I messaged the provider multiple times in the portal, begging for help since nothing worked—no reply at all. The scheduled time passed in complete silence, spiking my anxiety to unbearable levels. Finally, at 7:20 AM—20 minutes late—the provider answered. She sounded groggy and admitted she just woke up. Already unacceptable for any professional, let alone in mental health care where punctuality and reliability are critical for trust during a crisis. But it got worse: She then canceled the appointment to "look at my insurance." No one—not the provider, not Klarity—had bothered to tell me beforehand that insurance verification was an issue or that the appointment might be at risk. I was left hanging after enduring the tech nightmare, the panic of nearly missing it, and waiting for her to wake up, only to have the whole thing scrapped without warning or apology. This wasn't a simple reschedule; it felt like complete disregard for my time, emotional state, and urgent need. Klarity advertises convenient, same-day telehealth for mental health, but this was the opposite: platform glitches, an unprepared/tardy provider, zero communication about insurance problems, and a mid-appointment cancellation that wasted what little energy I had left in crisis. It actively made my situation worse instead of helping. Avoid Klarity if you're in distress—especially for initial visits. Patients deserve advance notice, professionalism, and basic courtesy, not this chaotic, uncaring mess. Demand refunds, better accountability, and actual support for people in crisis. Update: the provider then harassed me by text and email insisting the appointment was at 8am (even though I showed her receipts of the appointment time on my end). She wouldn’t stop. I had to block her. Horrible experience.
Response from Klarity HealthJan 8, 2026
Thank you for sharing your experience. We are truly sorry to hear how distressing this situation was, especially given the urgency and vulnerability you were experiencing at the time. This is not the experience we want any patient to have, and we take concerns like this very seriously. We understand how critical reliability, communication, and clarity are during mental health visits—particularly for initial appointments. When expectations are not met, it can understandably worsen an already difficult moment, and we regret the frustration and anxiety this caused. Klarity is a platform that connects patients with independent, licensed providers, and while providers manage their own clinical practices, we are actively reviewing the circumstances surrounding this visit, including communication, appointment access, and billing processes, to identify where improvements are needed. We would like the opportunity to review your account directly, address any billing concerns, and help coordinate appropriate next steps or care options if you are open to it. Please reach out to our Patient Support Team at [email protected], and a supervisor will assist you. Your feedback is important, and we appreciate you taking the time to share it. It helps us identify gaps and strengthen the safeguards and support systems that patients rely on—especially during moments of crisis. Klarity Health Patient Support Team