Complaints

This profile includes complaints for LifeStance Health's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  LifeStance Health

  Scottsdale, AZ 85251-7630

• 

  LifeStance Health

  313 Washington St Ste 402 Newton, MA 02458-1626

• 

  LifeStance Health

  2 Executive Park Drive, Suite 200 Newton, MA 02462

• 

  LifeStance Health

  7300 E Indiana Street #103 Evansville, IN 47715

• 

  Lifestance Health, Inc.

  2 Easton Oval Ste 115 Columbus, OH 43219-6036

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am being charged $75.00 for an appointment on 05-22-2025,that I wasn't given access to. After the therapist called me after the appointment start time passed; I called my local LifeStance office to voice my concern. Was told they would try to waive the no-show fee and they said it was their technical glitch. Got billed $75.00 anyways and attempted to dispute the charge through their billing department. I never received correspondence from Billing and the $75.00 remained. The charge remains to this day. I had no trouble accessing my medication appointment earlier that day, but the manner in which my medication was handled during the final medication appointment has left me in Withdrawal. Provider didn't refill medication and had to fall back on a backup refill available of a lower dosage so I wouldn't go into a complete Withdrawal spiral. I did call the office to ask the medication be filled, and picked it up a day later. I took my prescription to my PCP where I was met with confusion that my medication wasn't prescribed properly. My PCP was confused to why my medication was prescribed once a day instead of the standard twice a day. I am now on the correct dosage and release rate of the medication. I'm still dealing with symptoms of Withdrawal from this medication situation and its caused issues in daily life. I've gotten in trouble at work and at home during the medication upheaval. I despise the way my body is handling this frustrating and potentially dangerous medication error. For stuff like this to keep happening is going to erode trust and safety for people trying to get help. This will build more barriers to people getting the mental health care they need.

  Business Response

  Date: 06/18/2025

  Thank you for notifying us of this concern.  We take all complaints very seriously and appreciate the opportunity to address any instance of dissatisfaction.  We are continually working to improve patient communication, and we strive to resolve issues in a fair and timely manner.  Our billing department will review this concern, and a representative will be in contact directly with the involved party shortly to resolve.

  Customer Answer

  Date: 06/18/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ********** ******
  
   
  

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello my name is ****** *********** the mother of ******* ***********. Lifestance Health has been providing therapy and services for medications for mental health issues since 2020. Just this past two years they have continued to miss **** her copayment amount and added incorrect amount to the bill. The end of last year someone from their billing team corrected it but this year it has started again. I have called numerous times and sent messages for them to correct the copayment amount without success. Ive asked who do they outsource their billing to but they refuse to give me the name and I have been unsuccessful reaching a supervisor. We have **** federal insurance with a copayment of $30 per visit I have all my bank statements which shows I pay her copayments and also their website has receipts of the payment. They are unprofessional/unethical work practice.

  Business Response

  Date: 06/13/2025

  Thank you for notifying us of this concern.  We take all complaints very seriously and appreciate the opportunity to address any instance of dissatisfaction.  We are continually working to improve patient communication and we strive to resolve issues in a fair and timely manner.  Our billing department will review this concern and a representative will be in contact directly with you.

  
  Please do not hesitate to reach back out via ************************************* for additional questions or concerns.
  

  
  

• Initial Complaint

  Date:06/10/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 6th at 9:30 am I called Life Stance because the email appointment reminder that I received from my local Life Stance location in ********** ** stated that my appointment on June 9th would be "Video Connect" Tele-Health. I was concerned because my appointment request was sent from the *********************** and because I am an injured Veteran the ** had approved me for Tele-Health without Video. The representative from Life Stance said that all of the email reminders are the same and that "No Video" is optional and very acceptable and just to be sure she stated that she would send a communication to the Clinical Director at that location and call me back hopefully the same day to advise regarding a response from him to my concern. The same representative called me back at 3:15 pm and said that the Clinical Director sent her an email that said that he had advised the assigned Clinician named "******* ******" about the No Video" appointment and he stated in the email that he had talked with her about it and he stated that she had agreed to the "No Video" Tele-Health appointment. I was very surprised when my phone rang at the late hour of 8:35 pm well after business hours and the caller stated that her name was "******* ******" and that I had an appointment On June 9th that she would be for sure cancelling because she vehemently disagreed with the "No Video" request. This was very surprising and shocking because I did the best that I could to avoid a problem.

  Business Response

  Date: 06/12/2025

  Thank you for reaching out to LifeStance.  I believe that our team has already address this concern privately with the requestor.

• Initial Complaint

  Date:06/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an online appointment with a provider from Lifestance Health on 12/10/24. I later received a bill for approximately $800. I assumed they had not spoken with my insurance company or received payment from my insurance yet, so I waited to pay the bill and scheduled another appointment.On 1/21/25, I attempted to log in for my second appointment but was sent to a web page saying I must pay the $800 before I could have the appointment. I have never experienced this in nearly 20 years of seeking mental health treatment. I sent a message to the doctor explaining the situation. She called me and stated she understood and would cancel the appointment. Shortly afterward, I received a bill for nearly $700 which included a $150 charge for late cancellation of the appointment. I called my insurance company who stated it appeared Lifestance was attempting to charge me beyond the allowable amount in their agreement. They contacted Lifestance, who stated they would send me a corrected bill. My insurance agent stated she had never seen such a high late ****** February 2025, I received the same bill. I again called my insurance and with me on the phone, they called Lifestance and explained the bill needed to be corrected. Lifestance stated they would do so. However, shortly thereafter, I received the same bill again. I contacted my insurance again, and again with me on the phone they called Lifestance and explained the needed corrections. My insurance told them I should only owe $377.68, and I asked for the late fee to be waived. Lifestance stated they would correct the bill. In May 2025, I received the same bill again. I do not know why this keeps happening, and my insurance company has tried 3 times to correct the companys bill but they refuse to change it. I have not had any further services beyond the first appointment. It is outrageous that I even owe the amount I do for a single appointment, and I cant help but think there is something fraudulent going on.

  Business Response

  Date: 06/17/2025

  Thank you for notifying us of this concern.  We take all complaints very seriously and appreciate the opportunity to address any instance of dissatisfaction.  We are continually working to improve patient communication, and we strive to resolve issues in a fair and timely manner.  Our billing department will review this concern, and a representative will be in contact directly with the involved party shortly to resolve.

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  just received a bill for $328.87. There were two charges on the same day - a ****************** Visit Level 4 and a second charge Psychiatrist with Patient ***** minute. I only met once with one person that day so I do not understand why there would be two charges and what would be in additional to the new patient appointment. I was informed that was for discussing matters in addition to intake, although I do not believe we spent 16 minute or more on ******* larger issue with this corporation is that they are constantly having providers leave, forcing me to go through a new patient meeting multiple times in a year. I was told by this provider that he had had none of my records from almost ten years with the practice. So our time was spent having me try to recall information that should already be in their system. I was told the records simply did not carryover to Lifestance. So it seems they are charging an excessive amount because of Lifestance's poor record keeping and inability to retain providers. It is also unclear to me what happened to those medical records.

  Business Response

  Date: 06/12/2025

  Thank you for notifying us of this concern.  We take all complaints very seriously and appreciate the opportunity to address any instance of dissatisfaction.  We are continually working to improve patient communication, and we strive to resolve issues in a fair and timely manner.  Our billing department will review this concern, and a representative will be in contact directly with the involved party shortly to resolve.

• Initial Complaint

  Date:06/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against LifeStance Health due to repeated failures to provide basic documentation for a payment I made on February 12, 2025. Despite four or five separate attempts to request an itemized receipt for this $540.23 transactionincluding a phone call with their billing department and messages through the patient portalI have not received the requested **************** my most recent communication, I was told that the bill would be available through the patient portal, but it is still not visible. As of today, nearly four months later, this issue remains unresolved.This lack of response and failure to provide a standard billing document is unacceptable for a healthcare provider. I am requesting immediate action from LifeStance to provide a complete itemized receipt for the above-referenced transaction and to improve their customer support and billing transparency.Resolution Sought:A full itemized receipt for the February 12, 2025, payment of $540.23 An explanation for the delay and lack of communication Assurance that future billing inquiries will be handled in a timely and transparent manner Sincerely,**** ****

  Business Response

  Date: 06/09/2025

  Thank you for notifying us of this concern.  We take all complaints very seriously and appreciate the opportunity to address any instance of dissatisfaction.  We are continually working to improve patient communication, and we strive to resolve issues in a fair and timely manner.  Our billing department will review this concern, and a representative will be in contact directly with the involved party shortly to resolve.

• Initial Complaint

  Date:06/03/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lifestance Health is incorrectly charging me for services that are covered by my insurance. I currently have a credit of $200 on my account that they are not refunding despite admitting that they should refund it. I am also unable to log into appointments without paying an additional $50 that I should not be charged to begin with. To be clear: this is an issue with the corporate office of Lifestance Health, and not the specific office in ******************. Actions I have taken: I messaged Lifestance through their portal on 5/2/25 and again on 5/6/25 to resolve the issue. I have not received any responses. I called Lifestance to resolve my issue on 5/12/25 and after eventually speaking to a human, they admitted that they are incorrectly charging me and would refund $50 immediately to my card and the remaining $150 by check. They have done neither. When I attempt to register for my appointment tomorrow (6/3/25), the portal requires me to pay an additional $50, which I never should be charged in the first place, and especially not since I have a credit on my account. I will keep my appointment for tomorrow, which will result in Lifestance owing me a total of $250. While I hate to give them any money, I need this appointment and if I decide to cancel the appointment to avoid working with this fraudulent company, I will be charged a cancellation fee. A resolution of my issue would entail an immediate refund of my money and a solution to the issue of requiring a payment of $50 for future appointments that I do not owe.

  Business Response

  Date: 06/05/2025

  Thank you for notifying us of this concern. We take all complaints very seriously and appreciate the opportunity to address any instance of dissatisfaction. We are continually working to improve patient communication and we strive to resolve issues in a fair and timely manner. Our billing department will review this concern and a representative will be in contact directly with you
  
  Please do not hesitate to reach back out via *************************************************************** for additional questions or concerns.

• Initial Complaint

  Date:06/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an appointment scheduled for my child on 6/2. I had been trying to get a hold of someone at the office since the morning of Friday 5/30 to cancel this appointment as my child had extreme anxiety regarding the appointment and was begging me to reschedule. After calling NUMEROUS times, I was not able to get in touch with a human or leave a message. I tried again on Saturday, and on Sunday. I called numerous numbers on Sunday and even tried to contact the provider directly via email. I then called the office AGAIN on the morning of 6/2 to ensure that someone received the email message. The individual I spoke to said that she would cancel the appointment and transfer me to the testing team to reschedule. I was then transferred and that individual could not get a hold of anyone from the testing team. I was then called back at 10AM (appointment was at 11AM) and was told the appointment was NOT cancelled and that I would be charged a late fee of up to $300. I explained that I tried calling since Friday to cancel, and the response was "well we need 48 business hour notice for cancellations so you would have had to call by Thursday". This is an awful, awful way to operate a practice. To charge someone a fee when they attempted numerous ways to cancel their appointment and could not get a hold of anyone due to the OFFICE operations, is awful. Its clear they only care about money, and not about patient care and have their practices set up to purposely make it impossible for anyone to cancel which will result in them receiving a cancellation fee. Awful practices.

  Business Response

  Date: 06/03/2025

  Thank you for notifying us of this concern.  We take all complaints very seriously and appreciate the opportunity to address any instance of dissatisfaction.  We are continually working to improve patient communication, and we strive to resolve issues in a fair and timely manner.  Our billing department will review this concern, and a representative will be in contact directly with the involved party shortly to resolve.

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Charging people a cancellation fee when they have a family member in a car accident..is definitely a money grab. Worst customer service experience I have ever had.

  Business Response

  Date: 06/02/2025

  Thank you for notifying us of this concern.  We take all complaints very seriously and appreciate the opportunity to address any instance of dissatisfaction.  We are continually working to improve patient communication, and we strive to resolve issues in a fair and timely manner.  Our billing department will review this concern, and a representative will be in contact directly with the involved party shortly to resolve.

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lifestance made an appointment for me to consult with a Provider which resulted in four visits with NP's (two initial intake visits) which Lifestance denies because there was an 8% difference in billing amounts. The outrageous part of that is the bill (for initial consultation) was $450. They switched providers and sent me to a new provider with no explantion and charged me an additional $425. They weren't done, the new provider made two subsequent appointments with me before telling me I needed to see a Doctor in Person (something the first provider told me she would schedule for me on my 2nd visit). Had the initial provider's instructions been followed, I would've been charged only $800 versus the $1,800 they attempted to charge me (if I hadn't cancelled my last visit with the Doctor). Lifestance will not provide treatment due to the fact that I refuse to continue to be "led along" for intake visits (aka charges) prior to seeing a Doctor (which they demand). Furthermore, the office manager (****) sent me to billing (*******) which then sent me back to the office manager (****) before being told neither of them can remedy the duplicate ******** and they will have to send it to a regional manager (which was deliberately left out prior to me making phone calls for weeks). The regional manager's response is laughable claiming "services were provided." All Lifestance can provide are lies and misdirection while operating a business that overbills customers without providing proper treatment or care. It is my opinion that Lifestance's deceiving billing practices have elements of criminal culpability. The moving goal-posts plus $1,500 in service charges (without ever seeing a Doctor in 4 visits) are indicative of their "F" BBB business rating.

  Business Response

  Date: 06/02/2025

  Thank you for notifying us of this concern. We take all complaints very seriously and appreciate the opportunity to address any instance of dissatisfaction. We are continually working to improve patient communication and we strive to resolve issues in a fair and timely manner. Our billing department will review this concern and a representative will be in contact directly with you
  
  Please do not hesitate to reach back out via *************************************************************** for additional questions or concerns.