Frontline Resilience

Was with a therapist who had to go off and they weren't able to provide me with a therapist of the gender I felt more comfortable with so I was responsible for finding another provider.
Jan 23rd, 2023

I contacted Frontline Resilience to help after a traumatic event. I was paired up with a therapist who was incredible! We had 4 sessions together (over 2 months). After every appointment I told him that I havent received any invoices for my sessions. He made several calls to Frontline, as did I, and we both sent emails and I never received a response. I finally received an email from Dr. Lori K. Gray, Ph.D., C.Psych Clinical, Forensic, & Rehabilitation Psychologist Founder, the email contained a not so genuine apology and email address to send an EMT but still no invoice to tell me how much I owe. I sent a professional email to her expressing my frustration with their lack of response and the fact that I shouldnt have to chase them for an invoice or to make payments. To which she basically told me that she understood my frustration, that she already apologized and then pretty much told me that if I feel that way, I should look for services elsewhere. Needless to say, I cancelled any future appointments and will be going to a more professionally run business. I found the whole experience stressful and disheartening, considering the type of business shes the founder of, and the role she plays within it. I was most upset for my therapist who was just trying to do his job, which he should be paid for in a timely manor. I can only assume, that if I havent paid for services, hes not getting paid! And if thats true, to wait 2 months to be paid for a job he did, is totally unacceptable of an employer (my opinion, not his).
Dec 4th, 2022

I emailed a concern about one of their therapists and they called the OPP on me.
Jun 27th, 2022

Left very upset after initial transaction. I reached out as a first responder seeking mental health support. Completed their online forms and asked for someone to call me as I had questions and comfort issues. Each email reply was less and less helpful. And each reply I gave I kept asking for a phone call to speak to someone and answer my questions directly. They wanted payment up front and before I felt comfortable paying I again asked to speak to someone. This is when they simply said they were cancelling my appointment and that I should look elsewhere for help. For a mental health focused company it seems like asking to speak to someone should have been way easier. Instead I was closed off.
Mar 30th, 2022