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 Inc

  615 Oakfield Dr Brandon, FL 33511-5714

• 

  Lifestance Health

  10967 Allisonville Rd Ste 240 Fishers, IN 46038

• 

  LifeStance Health

  1105 SW 30th Ct. Moore, OK 73160

• 

  LifeStance Health

  2908 Astoria Way Edmond, OK 73034

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:05/28/2025

  Type:Billing 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 filing this complaint against LifeStance Health (*****, ** office) for an incorrect $235 medical bill ********** Date: April 21, 2023) from services in 2023, which I only received in 2025. I believe this bill is invalid due to LifeStances failure to file an insurance claim with *************** within the required timeframe, compounded by their unreasonable delay in billing me nearly two years after the statement date. Despite multiple attempts to resolve this issue, including three unanswered submissions through their customer service portal, ******************** has been entirely unresponsive.Details of the Issue:On or before April 21, 2023, I received services at LifeStance Healths ************ (*******************************). In [month you received the bill, e.g., April or May 2025], I was unexpectedly billed $235 for these services, nearly two years after the statement date. My insurance provider ***************** Name, if known] denied the claim because LifeStance failed to submit it within the policys filing deadline [attach or reference insurance denial notice, if available]. This untimely claim submission, combined with the delayed billing, makes me not liable for this charge. I have made multiple attempts to resolve this issue, including contacting LifeStances billing office via phone *************), where I was routed to an unresponsive overseas call center in *****. I also submitted disputes through LifeStances customer service portal on February 16, 2024, March 10, 2025, and April 9, 2025, but received no response to any of these inquiries. Additionally, I attempted to reach the ************ at ************** without resolution. This lack of accountability aligns with numerous complaints about LifeStances billing practices, including untimely claim filings, delayed billing, and poor customer service, as reported on platforms like the BBB.

  Business Response

  Date: 05/29/2025

  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.
  

  
  

  Customer Answer

  Date: 05/30/2025

  I still havent received any type of correspondence email or phone call. According to BBB I only have five days to respond and Im running out of time.

  Business Response

  Date: 06/13/2025

  Hello,

  We apologize for any inconvenience this has caused.  Our billing team has reviewed and resolved the issue.  There is no further balance.

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

  Customer Answer

  Date: 06/17/2025

  
  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:05/27/2025

  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 billed us for a "no-show" appointment that was never scheduled with them. I have contacted them multiple times to contest the charge. We have not received any notice of review even though they agreed to complete one. We have continued to receive the bill for the fee.

  Business Response

  Date: 05/28/2025

  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 team 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:05/27/2025

  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 visited LifeStance health on ******************* in *******, ** for two therapy sessions as a new patient, first appointment on May 5th and second on May 15th. I have UHC health insurance which covers therapy sessions with a $30 copay. When I went through the new patient intake process online, I accidentally submitted my dental insurance information to LifeStance instead of my health insurance. I proceeded to the appointments where no one told me that there were any issues with my insurance. After these appointments, my credit card was charged $85 without my knowledge or consent, and a $270 balance was placed on my account. I called ******************** billing department to inquire on the reasoning for the charges, where I was then informed that I had submitted information for a dental policy instead of health insurance. I submitted the correct information immediately, and the representative confirmed it was received and said that they would be working out the issue and issuing me a refund. A week later, no change, called back and no real answers as to what is going on. I am now being asked repeatedly to pay this $270 balance every time I go into the office, have received texts asking for payment, etc. In addition to calling the billing **** two times, I have told my therapist about the issue who said he would send a message to billing ****, I have personally sent two messages to the billing **** via the patient portal with no response, and have spoken to the front desk receptionists when I go in for my visits, who say they can not help. It has now been one month and LifeStance refuses to file a claim with my health insurance for the visits that they failed to file for, are demanding me to pay them $270, and still have $85 of my money, while only $60 should have been owed for the two visits.

  Business Response

  Date: 05/27/2025

  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.
  

  
  

  Customer Answer

  Date: 05/27/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have confirmed that the business has removed the balance from my account and credited the overcharged amount. 
  
  Regards,
  
  ******** ****
  
   
  

• Initial Complaint

  Date:05/24/2025

  Type:Product 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.

  On March 25th, I was provided a good faith estimate of $960.70 for services and paid this to move forward with my appointments. This estimate was for appointments on 3/25, 4/3, and 4/**** insurance was charged for ***** ($1700+$1380+$285). The allowed amount from my insurance was $942.62. My insurance comes with a employer wrap from *******, where I will always only have a $30 co-pay. This plan paid $852.62 over the following dates:$408.57 on 4/14 (3/25 Appointment)$96.76 on 4/28 (4/4 Appointment)$347.29 on 4/28 (4/3 Appointment)Despite confirming with Benemax that the payments were processed, Lifestance states these payments "haven't been posted".As of today it has been 60 days since my initial charge, and 26 days since they received payments from *******. Their offices are closed. I need my $852.62 refund and to ensure they are posting all appointments post 4/4 onto my HSA rather than this credit card.

  Business Response

  Date: 05/27/2025

  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.

  Customer Answer

  Date: 05/30/2025

  
  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:05/23/2025

  Type:Product 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.

  They want my debit card info! They claim I owe them money for an appointment I never made. Steer clear of Lifestance, they not trustworthy.They record every second of every phone call, say nothing!

  Business Response

  Date: 05/27/2025

  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:05/23/2025

  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.

  My three children and I have been patients at LifeStance Health for several years. Starting the beginning of this calendar year, we started receiving incorrect charges. I have sent multiple portal messages to billing with no response. Ive made multiple phone calls to billing. We identified that the insurance was marked as charging a 30% co-insuance, which is incorrect, instead of a $20 copay, which is correct. I pay my $20 copay each visit at the time of check in. My EOB shows $20. But I continue to get additional incorrect charges. Each time I talk with billing I am assured this time it will be fixed for good, and every two weeks I get an automated text that an odd dollar amount and change will be charged to my credit card. Ive been told the credit card was taken off our accounts, and yet this still keeps happening. Ive spoken with the front desk several times, who has contacted billing several times on my behalf. Again I was assured this time they were reaching out to the manager so it would be fixed for good. Tonight I called my credit card company to block any further charges from them. They provide great care and I am happy with the providers there or else I would leave solely for this billing issue. Im sorry I am not prepared at this time to provide documents, but given time, if needed, I can collect my insurance EOBs and all the billing statements from LifeStance that dont make sense. They do not match my ****.

  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.

  Customer Answer

  Date: 06/12/2025

  
  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:05/19/2025

  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.

  The business told me I could get started with a 90 minute consultation at no cost. I was scheduled for Monday after signing up on Friday. No communication of there being a $365 fee from Lifestance. Upon trying to enter the virtual meeting, I was prompted to pay $365. This was my first opportunity learning there was a fee to get started. I called Lifestance who then said I would be forced to pay $50 for canceling. I told them I do not agree and this is unfair and unethical since I would not have scheduled any appointment if I knew it was an initial cost of $365. Lifestance said they would have management call me back. A week passed and I followed up and learned that no notes were even placed on my account. At this time, Lifestance has taken no ownership of this, sent me a bill and refuses to acknowledge that I was lied to.

  Business Response

  Date: 05/20/2025

  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: 06/02/2025

  LifeStance did not contact me to even acknowledge the dispute despite their response on BBB. I called Lifestance and was told no notes were placed on the account.

  Business Response

  Date: 06/03/2025

  Our team is reviewing and will reach out to you shortly. Our team may also communicate through the patient portal for privacy reasons.

  Customer Answer

  Date: 06/06/2025

  
  Better Business Bureau:
  
  The patient portal indicates I have no balance. This is satisfactory as it should be $0 balance.
  
  ***** *******
  
   
  

• Initial Complaint

  Date:05/17/2025

  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.

  On 3/5/25, my son and I had a virtual visit with ***** *****. The purpose was a med check which Lifestance has insisted on doing every 12 weeks. Meds are basic, lower dose ADHD/anxiety med combo, about half the recommended dose. The provider agreed to make the 8-10 minute virtual visit more valuable by providing advice such as breathe deeply when youre feeling anxious (this is common knowledge). However, when I received the bill, I was not only charged the standard $240, but also an additional $130 for the recommendation to breathe deeply. When I called Lifestance to dispute these charges, they agreed to check the coding. However, the coding/billing department refused to adjust their billing and still charged me the additional $130.

  Business Response

  Date: 05/19/2025

  
  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 teammates will review this concern, and a representative will be in contact directly with the involved party shortly to resolve.

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

  
  

• Initial Complaint

  Date:05/16/2025

  Type:Order 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 this complaint due to LifeStance Healths gross negligence and mishandling of my care and billing during a period when I was seeking short-term disability for serious mental health concerns. In early 2025, I attempted to apply for short-term disability with LifeStances support. This process required clear, coordinated communication from my provider and their administrative staff. Instead, I was subjected to a confusing and distressing experience in which I was given inconsistent information, redirected between staff members, and ultimately ignored for weeks despite multiple attempts to follow up. I was never given a straight answer about what documentation they could provide or what process I should follow. This left me emotionally distressed and without access to the medical support I needed at a critical time. To make matters worse, my original provider was unexpectedly out of office for several months, and I was reassigned to a new provider without any explanation of how that might affect my care or billing. LifeStance later billed me over $246 for these inadequate services, without ever informing me beforehand of potential out-of-pocket costs. Even more troubling: after I submitted a dispute through their patient portal, LifeStance erased the previous correspondence I had with themcommunications that clearly documented their negligence, confusion, and mishandling of my care. This appears to be an attempt to cover up their mistakes and remove any record of their responsibility. As a result of their actions, I have suffered both financial harm and significant emotional distress. Their behavior is not only unprofessional, but dangerously negligent for a company responsible for mental healthcare. I am requesting a full charge reversal, formal acknowledgment of their mishandling of my care, and clear documentation of their internal communication and billing practices.

  Business Response

  Date: 05/20/2025

  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

• Initial Complaint

  Date:05/15/2025

  Type:Order 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 scheduled a meeting with a Psychologist to get testing done. The time of the meeting was 10:15am, but was actually at 11:15am, so I missed it due to work. This was my first time meeting with this company. I have used grow therapy for months and have not missed one meeting, nor payment. Without my knowing that I was going to be charged a late fee for the confusion, I was called by my Psychologist, Otteria *******, who wanted to schedule a makeup session the next day. I agreed, but did not know about the charge, nor was it discussed with me before proceeding. So when I logged in at 7am to fill out information I noticed I had a balance of 75 dollars for the previous day, and I sent an email for Otteria *******, to let her know that if I had to pay this to join the session today, then I would need to cancel it. I was also charged for that day, since I did not feel I should pay the late fee for the first day. And you can not join their meetings with an outstanding balance. Payments are due before the appointments. They are saying I owe them $150.00 for no services rendered and they will not take the charges away. I feel between this and hiring a lawyer, I do not have any other way of defending myself against them. I am reaching out to you first before I make any other decisions.

  Business Response

  Date: 05/20/2025

  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.

  Customer Answer

  Date: 05/20/2025

  
  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,
  
  ****** *****