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Business Profile

Mental Health Services

LifeStance Health

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mental Health Services.

This business has 1 alert

Complaints

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

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    Customer Complaints Summary

    • 241 total complaints in the last 3 years.
    • 146 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/15/2025

      Type:Product Issues
      Status:
      Answered
      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 with ******* ****. I couldn't make the appointment, so I canceled 2 hours before my appointment time due to an unexpectancy. She sent me a bill for $75 for a no show. I canceled the appointment. When I asked the billing lady she stated I need to cancel 48 hours prior too. We can't expect things to happen. I would like for that bill to be 0 out because the services was never provided.

      Business Response

      Date: 05/15/2025

      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:05/15/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      To Whom It May Concern,I am writing to formally dispute the alleged outstanding balance of $450 currently associated with my account for services rendered by LifeStance Health. This account was previously satisfied in full, and my balance reflected $0. The reappearance and fluctuation of chargesfrom over $700 to $80 to now $450are inconsistent and lack any documented justification.On 04/07/2025, I paid $85, which at the time resolved the full balance for services dating back to 06/12/2023. This payment resulted in a zero-dollar balance, and no further charges were communicated. I therefore consider the debt to have been extinguished.Pursuant to the Fair Debt Collection Practices Act (FDCPA), I am requesting written validation of the debt, including an itemized statement showing all charges, payments, adjustments, dates of service, and insurance processing.Additionally, under the Fair Credit Reporting Act (FCRA), LifeStance Health is obligated to ensure that any debt reported to credit bureaus is accurate and verifiable. Any failure to correct or remove unsubstantiated entries may constitute a violation of federal ****** a Texas resident, I am aware that the statute of limitations on medical debt collection in this state is four years. If this debt is time-barred, any legal attempt to pursue payment would be unlawful and actionable.Furthermore, I am aware of ongoing investigations and class-action lawsuits involving LifeStance Healths billing practices, including allegations of:Charging patients for services not rendered or previously canceled,Failing to properly submit claims to insurers,Issuing charges without prior notice or itemized statements,And deploying tracking tools that may compromise patient data.Given this context and my experience with inconsistent billing, I will not make any additional payments until and unless you provide full documentation substantiating the current balance. Please direct all future correspondence to me in writing.

      Business Response

      Date: 05/15/2025

      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:05/14/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Over the past 2 months, I have been trying to get my insurance information updated, as for Telehealth visits, the co-pay is $10 per visit, according to my insurance, and for in-office visits, the co-pay is $25. I have called the billing department countless times and even had my insurance company speak to them directly, confirming this information. They have yet to update anything and continue to charge me $25 for every appointment I have. Even though all the appointments I have had thus far have been telehealth, except for one (when I was getting testing done). Every time I call the billing department, they tell me that they are going to put a message in for the person in charge of insurance verification to update my information and to check back in a few days to two weeks. Every time I call, there is no update, and each person I speak with keeps saying theyll put in a message even though allegedly messages were put in already. I called today (5/14) and they told me I received a $15 credit for my appointment on 4/29; however, they never notified me that I even had that credit. Nevertheless, they still owe me a total of $45 (that is including the credit they issued back), as I do not want a credit, I just want the money sent back to my card, as the only services I want to continue are seeing the psychiatrist. Its been incredibly frustrating that they make me continue to pay $25 (the incorrect amount) to even have access to my appointments (joining the telehealth session).

      Business Response

      Date: 05/15/2025

      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:05/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Had an appointment yesterday with a nurse practitioner. I was not heard, numerous connection issues. Told me she was going to call in a prescription to my pharmacy. It was never called in and she told me it would be called in last night.

      Business Response

      Date: 05/14/2025

      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 leadership 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:05/07/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      This place bills my insurance incorrectly. It took months for them to correct one issue. They put in the wrong code and I had to have my insurance call them. Now, they are saying I owe a ridiculous amount. No one told me how much each visit was to see the provider. The therapist charges an unethical amount. More than a doctor visit. They said they can't help me. I was unemployed right after the visits and applied for financial aide but they said I did not qualify even though I had no income. They are impossible to work with.

      Business Response

      Date: 05/08/2025

      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: 05/16/2025

      I am rejecting the response because you all reached out to me just to file a financial aid application. I already sent everything in many months ago and you all never responded. I don't qualify now for it so why did you wait so long? I can't get a supervisor to call me back. You all are billing my insurance wrong again. I have been going through this for months and it is unacceptable. It is also unethical for a THERAPIST to charge $375 for one session and no one told me this. That is more than a doctor. This is unacceptable. The charges are incorrect.

      Business Response

      Date: 05/19/2025

      Thank you for reaching back out to LifeStance.  Our team will be reviewing your response and will reach out to you directly to further discuss the concern.

      Customer Answer

      Date: 05/22/2025

      You keep saying you are going to reach out but no one is helping me.

    • Initial Complaint

      Date:05/06/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 has repeatedly charged my credit card for dates of service that are not owed, and my EOBs from BCBS show $0.00 owed. Lifestance has also billed my husbands insurance policy for a visit and hes not even a patient. My son is the patient and has met his OOP for 2024 but because my husbands name was chosen for billing a co-insurance was applied. I want my money back. This is fraudulent. Ive been calling for 6 months and keep getting excuses. 10/2/24 - $0 owed 10/9/24 - $0 owed 10/16/24 - $0 owed 12/30/24 - billed under my husband instead of my son. Your billing team is incompetent. I will dispute with my credit card and you can deal with 3 charge backs from ***** with associated fees if this isnt handled expeditiously.

      Business Response

      Date: 05/07/2025

      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:05/06/2025

      Type:Order Issues
      Status:
      Answered
      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 continue to get a monthly bill from Life Stance for a "no show" appointment in which the doctor was the party *** failed to show. A virtual appointment was scheduled in March of ************************************************************** a timely manner so the appointment was rescheduled. At the second date, the doctor failed to send a link to join, so that appointment was rescheduled. On the third date, the doctor failed to show while I waited online. About a year later, I began receiving monthly bills so I contacted the doctor *** said they would take care of the billing. But the past due notices continued. A second attempt to contact the office was made to no avail as I was unable to get beyond recorded phone instructions. In March of 2025, I sent a letter to Life Stance and to Dr. ****** ********* informing them of my intent to file complaints if the issue was not resolved immediately. Yet, I received another bill today. I would like the bill adjusted and no further contact from this company.

      Business Response

      Date: 05/06/2025

      Hello,

      We have received your inquiry.  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. Local leadership has been notified and will conduct a review.  A teammate will be in touch directly with the outcome. 


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

    • Initial Complaint

      Date:05/05/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 told that I am being charged for $300 on 5/10/2025. There is no description or reasoning for these charges. The billing department leaves me on hold and does not answer.

      Business Response

      Date: 05/06/2025

      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:05/05/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 calling system for medical records is horrible. The AI assistant wants you spell your name but cant understand certain dialects or accents. It sent me in a loop and never sent to representatives and disconnected the call. It should option to go to a representative especially this is dealing with mental health and no one needs to be agitated by a computer system that cant understand like a human would.

      Business Response

      Date: 05/05/2025

      Concern being presented will be addressed privately with the consumer.

    • Initial Complaint

      Date:04/24/2025

      Type:Billing Issues
      Status:
      Resolved
      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 have been sending messages to the billing department via the Lifestance Patient Portal regarding a billing error preventing me from completing the registration process to access my virtual appointments. Their system is incorrectly showing a balance due and pre, preventing moving past the billing screen to get to the next step and start the appointment. I've sent several messages to the billing department since December 2024 about this issue, and about 90% of the messages have received no reply. Eventually, the system catches u,p and my balance drops back to zero by the end of the billing cycle when the insurance finally pays in full, but until the,n I'm receiving emails and texts in error to collect the incorrect balance due and being prevented from accessing the virtual appointment. The office manager tried doing a manual override, but the system soon went back to the previous setting and continued to bill incorrectly. The attached screenshot shows the screen that pops up instead of the screen that appears when there is no past due balance that allows you to enter your virtual appointment. This billing screen provides no other option than to pay the erroneous balance in order to access care.

      Business Response

      Date: 05/02/2025

      Thank you for reaching out.  This concern has been addressed privately with the consumer.

      Customer Answer

      Date: 05/02/2025


      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,

      ******* ********

       

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