Ever since the practice was bought by Lifestance Health they lost the patient care needed and became corporate managed care. Poor customer experience. They would call you to cancel appointments but on the other hand their email notifications that your appointment is on as scheduled continues. Front desk has zero empathy whether you took time off work to attend this appointment. My son's pharmacy has to fax a request for prescription multiple times to get filled an the only way to get a response is to send a message thru their portal. If you as a patient needs medication to stabilize you, make sure you have 2 weeks supply as the lifestance health system is inadequate. I am only giving this more than 1 star because my son had been a patient of Dr Ladia for a long time and I don't think she has a choice. But yay new fancy office in Rancho Bernardo will never make up for the lack of empathy the front office has! read more

Everything is automated and getting anyone to answer the phone is a joke. It says to press 5 and someone will call you back within the business day. It's been 3 days. So I called again and when she transferred me, I was accidentally hung up. So I called again and it said I was 5th in line. Then 4th, 3rd, 2nd, then 1st and after 10 minutes of being on hold, I was 8th in line??? I hung up. Not only that but my experience with Dr. Marina Katz was horrible so I was calling to change providers. I had Dr. Rosben Gutteriez when I used to live here but he's booked and I had no idea Dr. Katz only worked once a week. Needless to say, I'm done with them. Go to facility who will treat you with respect and make you feel better, not worse. read more

Dr. Peter Robbins only made our situation worse. While regaling a situation where I told my husband something about his family and he became upset yelling at me in the car In front of our kids and claiming person who told me is a liar (talk about shooting the messenger). Dr Robbins response was "he wasn't yelling at you". He said this like he was there and a witness to the exchange, which he was not. In turn my husband berated me the entire ride home that "see even the counselor thinks your crazy". This is completely unethical to side with one party during marital counseling. When we did not return several months later he called. I left him a message with this exact information but he never bothered to return my call. A counselors job is not to interject your opinion or side with one party. (I've taken psychology courses, this is so unethical). His job was to help and he only made the situation worse. read more

THE Therapists and MDs are good but the burocracy is HORRIBLE! There is that stupid automated system, when you finally get someone it's some clueless airhead, We have asked them to get in touch with my son's MD and she never got the message. His therapist also was disgusted with the office staff. He eventually left. Nothing is in person still. We have gone elsewhere! read more

I love my Dr. but the office side really dropped the ball for me. On top of having past issues with overpaying them and the numbers not being clear, they dropped the ball last week on getting me my medication. I called and left messages and they said it was called in to the pharmacy, but it wasn't and I had to go Memorial Day weekend without a very important medicine. Thankfully CVS off coming del Norte is amazing and helped me get through most of my week and a half out of medicine on loaner pills UPDATE. the call and service center of this place is so beyond rude they won't even help you make an appointment. Sorry dr. Persaud but I need to go someplace else. read more

The physiologist and doctors are nice, and helpful, but getting charged 100$ for canceling 24 hours in advanced is absolute theft.

This is by far the worst company I have EVER dealt with in my life. The lady that sets the appointments, RUDE. The lady at the front desk, RUDE. The supervisor at the location, RUDE, OFFENSIVE, DISRESPECTFUL and other derogatory words.... you would think that a company that "helps" people would be empathetic. Not this outfit, they act like the patients need them more than they need the patients. They act like DMV Employees, if ya know what I am saying. I would never recommend this place to ANYONE! Well maybe an enemy...... read more

Awful customer service. Office staff don't respond to customer faxes, customer phone calls or pharmacy phone calls. Completely unacceptable especially considering their patient population. read more

I had been going to this place for about a year and a half. Dr. Paul was helpful and professional every visit. This last time I was there, the front receptionist, Sabrina, displayed one of the rudest examples of what customer service looks like. I was in line trying to make my follow up appointment. There was an older woman behind me that stood behind me about a minute after I got there. I had come from my doctors earlier that day due to being sick. Instead of taking me, the next person in line, she calls the woman behind me and helps her instead. As the woman who was behind me leaves she walks by me and apologizes because she new I was there first. I responded to the woman who apologized "it is what it is". At the desk I told Sabrina "that was rude, I was clearly here first and you took that other person instead". Sabrina responded saying "well, like you said, it is what it is". She then said to me "that was actually rude what you did, she was your elder and you should respect her". I was completely taken back and shocked that she would say that. I asked to speak with the manager who was very polite. Even as I was speaking to the manager Sabrina walked by me making snarky comments. The manager had to actually tell her to stop. I left and have decided that I will never go back to this place. Sabrina is a poor example of what a professional in a MENTAL HEALTH office looks like. She should not be working there. I would come back if she were no longer there. If someone like her works in an office helping people with mental health issues, she could actually do more harm than good. Something to think about. read more

Frustrating every interaction with this company. I have so much to say and I am sure this will get all jumbled up. My frustrations are because this happens EVERY time we interact with this Doctor, only one DR. who is unnamed can't seem to comprehend how prescriptions work. If this medication is so vital that my child can't miss one day, why is it your Dr. can't seem to get the timing down after 10, yes ten years! Every 90 days we have the same problem the Dr. is incapable of comprehending changing circumstances. Often times her schedule is so booked you can't get an appointment and by the time you do, the medication is running out or down to the last five days. Not enough time to have refills processed. This Dr. is always at least 30 minutes late for every appointment but if you are five minutes late they cancel and charge? Luckily, my family has never been late or missed any appointments yet this Dr. finds it perfectly acceptable to make patients wait to be graced with their presence. So unprofessional. I am looking for a new mental health facility that I only pray will be better in practice. Until I find one, we are stuck. read more

Actual medical/counseling staff is fine. Company's support and admin policies/processes stink. They can't seem to handle even the most basic tasks like faxing prescriptions to mail-order pharmacies, let alone being like *every other* medical organization I've dealt with in the last fifteen years, who have computer systems integrated with the major pharmacies so that it's all done immediately and without me having to drive to the office, physically hand them the forms (Psycare actually refuses to use email), wait for them to fax it, and later discover that they didn't. And this is only one example of difficulties I've experienced with their office (billing has been wrong, appointments have been lost, etc). Incredibly shoddy company (I'd say "organization", but there's no actual evidence of that). Avoid this place. read more

This is absolutely the worst medical office I have been to, particularly the front desk employees. Every visit is greeted with bad attitude and snarkiness, patients are treated like an annoyance every time they have to open their window. Another issue I have had for the past YEAR as a patient of Psycare in Poway is that there is a constant communication issue with my pharmacy and appointments! With any issue you have they will direct you elsewhere so they do not have to deal with it. After a year I have had enough of this office, I am going elsewhere. I DO NOT RECOMMEND... read more

I have been going to Psycare for 11 years. I find Dr. G, kind and understanding always caring. I have had nothing but good interaction with the Doctors I have seen. I have been with Beth the longest. She is very helpful. My Doctors are the best. The worst part of the office in Poway is the front office people. They make you feel like they are doing you a favor my doing their job. They are rude, and sometimes act like your there to piss them off. I have to say that since they moved to their new offices, the staff is not the same. All new faces and they don't seem to care. Need to get new people in the front office. I would like talk to a real person when I call. I hate the " If you need this or that please call 399 or some other number. I have memory problems and would forget my party ext. Have the staff answer the phone. read more

Dr Paul is so nice. Love the company. If I could give this 100/5 I would. This means a lot to me. Thank you so much!

If I could give 0 stars I would! They refused to book an appointment for a 11 year old child!

When this company was psycare the service was already horrible.. now as it is life stance it is even worse! Everything is automated, you can't talk to you a real person, nobody returns your call if you leave a message. I called about a bill I received and was on hold for 25 minutes! When I finally spoke with a representative, she was so rude and was hardly letting me ask questions, talking over me and then telling me that I need to take it up with my insurance because they won't look into it and don't re-submit anything?!. I paid a bill earlier this year(and had already met my deductible) so I figured that it was done and taken care of..the woman representative tells me that was actually part of a payment I owed from October 2021 of last year..?? which makes zero sense because I paid for all appointments I had last year! she claimed I didn't fully pay for them and that was a remaining balance I owed?? This company has screwed me over so many times overcharging me for appointments, not knowing my deductible info, etc. Then because they mess up and don't get the amounts right they have told me several times that I have a credit to my account that can go towards future appointments..because they overcharged me! My advice, go somewhere else that has employees that actually care and will help! read more

i've been going here since i was 10 years old. i was in an extremely abusive household and instead of alerting social services when i openly talked about my horrific abuse in therapy they put me on mood stabilizers. i'm now an adult, about 9 years later, and i have short term memory loss, extreme problems with motor function that cause tics and trembling in all my extremities, extreme daily mood swings, and a dependency on my medication. My therapist, Kirby Wohlander once laughed in my face with my abusive father about me breaking down in front of him when he invited him (my father) to our session after i explained the extreme abuse i endured daily. nobody took me seriously. i talked about how i was being groomed and my therapist tiffany dropped me from her schedule. i had just turned 10. everyone in my life failed me, especially this office. I have always very clearly had bipolar disorder because my father had it as well and they put me on SSRIs which are known for inducing mania in bipolar patients. I had to take myself off of my SSRIs and suddenly i feel so much better when i've been begging for a diagnosis since i was literally 13. they will do everything in their power to keep you heavily medicated even for things that make it worse in order to keep you coming back and upping your dosages. My old therapist, Sandra Vogh (i think it's spelled), tried converting me to christianity even when i told her i'm not religious in the slightest and never have been because i wasn't raised that way. AND THATS NOT ALL my psychiatrist Linda used to weigh me at every session (highly unnecessary) and comment on my weight, even telling me to eat granola bars instead of meals when i was in the 6th grade. absolutely ridiculous. i paid thousands to these people over the course of my life only for them to betray, use, and berate me when all i needed was help. this isn't an attack on them, merely my inner child once again begging. for. help. read more

Was told on the phone that my insurance would cover counseling, but at the office was charged full price. Psychologist did not explain his methods/philosophy just started talking as if we (him, me and husband) were on a coffee break. No plan of care, no general info, nothing except the expectation that we would continue to come to appointments and pay $220 per visit for not much help at all. read more

I like Dr. Gutierrez. He's sharp, thoughtful. Knows what he's doing. It's hard to get appointments booked. Always have to wait on hold and it's hard to get a convenient appointment time on short notice. To get a time you want, you really have to set appointments a month ahead of time and set them up for like 3 months or you just won't get a time that works for you. I know this isn't the case with independent therapy practices. You can get in the next day or very soon in most cases. Psycare is also expensive! We have an 88.00 Co pay for my son! Crappy insurance, I know but still! No insurance? You'll pay 150.00 per session! That is pricey! I know because I'm married to a LMFT! Many therapists charge much less or work on a sliding scale. In my opinion, there seems to be a higher level of therapist turn over. Still, we go there. I'd rather take him to an independent therapy practice but my ex got to pick where to send my son for counseling, this is where we ended up. Son likes his counselor so that's good at least. Overall, I'd choose a therapist that works in a small group of independent therapists or someone who has their own practice. Cheaper and more accessible it would be. read more

Dr. Gutierrez is really great but the office staff is very difficult! they almost NEVER answer the phone so if you really need something you have to leave many many messages and finally you can only get through if you ask the Psycare operator to get one of them on the line. Then you finally get someone at the office to answer the phone and you get the runaround about them faxing the Rx. They pretend they don't have the fax number needed...you point out that yes they surely do since they faxed this place in the past. Finally the person says Ok we have a number but we don't have the name Canadian Pharmacy there - I said well that's not my fault that someone there didn't write that down next to the fax number! Anyway this is very frustrating. read more

Wouldn't even give an appointment to be seen. My tri-care is no good? They just did t want to take on the problem that I told them my daughter is having. They dont care about actually helping people, they just want easy money... horrible reviews anyway, thanks for doing me a favor. read more

Dr Paul is excellent. He has been so kind and caring towards me, I really appreciate that. The reason I gave 4 stars is because I have had terrible costumer service from one of the girls checking me in. She has given me misleading information many times. read more

I have not even been yet, but the lady, Yvonne, I keep having to contact is completely unprofessional and rude. They call right before they close and by the time you need to call back, they are closed. It's almost as if she can't problem solve and threatens to take my appointment away. If you are going to work for a mental health clinic, at least understand how important these appointments are and not create added anxiety by threatening to take the appointment away. read more

I have been with Psycare for about seven years. The psychiatrists I've worked with (both for myself and my children) have been great, but the office staff is AWFUL! Their customer service has never been stellar, but it's recently gotten so. much. worse. Case in point... My daughter's doctor changed her schedule and is now only working one day per week. Even though we had an appointment scheduled two months in advance, that appointment was canceled and we have to wait 10 WEEKS for another. As if that isn't infuriating enough, my daughter needs medication that cannot be refilled through the pharmacy. We need actual paper copies of new prescriptions every month. Common sense would dictate that Psycare would recognize this need and let us know that new prescriptions requests were ready and available for pick up. Did they do this? Nope. Fine. I call for the refills and hear nothing back because the doctor isn't in the office for another full week and therefore can't write the scripts. Seriously? Have another doctor write them! That's what on-call doctors are for! I finally get the script, but there's only one, not the two that we need to get us through the next two months. While I'm in the office, I tell the receptionist that I need another one. She looks at the script and tells me that there is a refill on there. Silly me, I trusted her. The pharmacy confirmed there are no refills, so I have to get back on the phone, get another refill now (since the holidays are coming and I'm sure her doctor won't be working) and drive the 30 minutes back down there. My family is moving out of state in a few months, but if we were staying in town, I would find a new provider. This one doesn't deserve my business or yours. read more

Worst patient care ever. Dr Gutierrez is very rude

Recently moved states and needed this office to send over my file to my new doctor here, countless faxes, phone calls and 8 months later they're still holding my records hostage read more

The doctors are all pretty great and well qualified. The office staff, however; is not. At all. None of them are very friendly and have attitudes of mean teenage girls. Every time I've had to call and talk to them, they have been rude and disrespectful. Not to mention not very helpful. They really need to hire new receptionists before all the doctors loose clients to their poor people skills. read more

Why does a counseling place require patients to sign a waiver the disallows a lawsuit and requires binding arbitration in order to seek treatment? I took my child here for a counseling appointment and had been told to complete all the paperwork that was on their website before coming to the appointment. I did. When I showed up with my daughter for the appointment, I was handed a form that I was advised "was required" in order for my daughter to receive counseling. It was a waiver of a lawsuit and acceptance of binding arbitration. Why would anyone sign one of these documents in order to get counseling? I mean, it is not like the counselors are performing heart surgery--what are they afraid of? It seems a bit underhanded to wait until I show up with my child to shove this document at me and say "sign it or you are not being seen." Needless to say, I didn't sign it and we left. It seems they are not really in the business of helping people, they are just worried about themselves. read more

I went to Dr. Peter Robben as the counselor referred to me by my Employee Assistance Program..... obviously an extremely stressful time for me to have needed to reach out like that. My 3rd appt was scheduled on a Monday morning. Very early that morning I received a call from my boss to come straight to work... I immediately called the Psycare office and left a message with their answering service. I received an invoice for a missed appointment. I left a message with Dr. Robben who did not have the courtesy to return MY call and who has subsequently refused to waive the charge for a missed office visit even though I did my best to cancel in a timely manner. The EAP will not pay the invoice nor will my insurance as I was not actually seen. I feel this doctor is unfair and downright unethical. I would absolutely not recommend him or any other associate of Psycare as their practices are clearly unethical. Is there a zero rating available? read more