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

  3633 Wheeler Rd Augusta, GA 30909-6549

• 

  Lifestance Health

  10967 Allisonville Rd Ste 240 Fishers, IN 46038

• 

  LifeStance Health

  2 Executive Park Drive, Suite 200 Newton, MA 02462

• 

  Lifestance Health

  8920 Southpointe Dr Ste E1 Indianapolis, IN 46227-7505

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:04/22/2025

  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.

  On November 5, 2024 I had an video appointment with ********* ********* to get put on ADHD medicine. She didn't speak good English. She has to be from *****. It was very hard to talk to her. She put me on medication. At the time I didn't know it was the wrong kind. I started taking it as prescribed. I started to not feel right and my chest started to hurt more and more. I didn't know what the problem was so I stopped taking the medication and all my problems slowly went away. Tried to get a hold of her and she was on a 2 week emergency leave. So I got set up with someone else named ***** ******* to talk about my chest pains from the medication. ***** said the medication was for bipolar and she didn't even know why would ********* prescribe me those. Because I need to be treated for ADHD not bipolar. ***** understood everything (because she speaks English!) and prescribed me ADHD medicine that I was asking for. I paid for the video chat with *****. I still owe $309.15 to *********. I called and told them I wanted it removed off of my bill. Because she didn't speak good English and prescribed the wrong medication that could have hospitalized me. The billing manager (********* ****** ************) will not take it off my bill because ********* had notes. I told him why would someone setup an appointment for **** and want to be treated for Bipolar??? I am not even Bipolar. I have thousands of dollars on my HSA card. I told them I will not be paying for wrongful diagnosis. A VIDEO chat for $309.15 with someone who I could hardly understand and could have put me in the hospital with chest pains. I will never use Lifestance health again. I asked ********* how much was the video chat. She said she didn't know. Now I have a bill that is headed straight to collections because I am refusing to pay for the terrible medical diagnosis.

  Business Response

  Date: 05/05/2025

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

• Initial Complaint

  Date:04/22/2025

  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.

  I have started seeing this company with multiple providers. My bills are showing at first a $30 amount due and Im being told by them that they are showing a $20 copay that is due to them. Ive attempted to ask the office many times about what the actual charge per session will be and have them go over the bills because they jumped over a thousand dollars. They said they cant tell me prices and to talk to insurance. I did talk to them and theyre saying I dont have a copay, its a negotiated amount set by the office and they should have been able to tell me that. My statement still shows $35. I called in and theyve again told me misleading info. They are saying its being billed correctly but they did not and would not communicate or help me to tell me a price or anything. Even billing says this should have been communicated to me.

  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.

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

• Initial Complaint

  Date:04/22/2025

  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 was overcharged by ***** and reported the issue several times over the last 2 months and requested to speak to a supervisor and never got the refund or the response.

  Business Response

  Date: 05/05/2025

  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 the involved party shortly to resolve.

  Customer Answer

  Date: 05/21/2025

  
  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:04/22/2025

  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.

  So I was set up with this service through my insurance company and I was told that the payments would be $10 per visit, I have consistently been paying each time I have an online visit with my therapist. Everything was going fine but then on March 15, 2025 I was charged $30 and hadnt attended appointment that week because the therapist canceled. I asked the therapist that she knew why I was charged and she didnt know so I looked at the account and there were no records to be found which I found suspicious. My therapist told me she was looking into it for me and I kind of forgot about it a month later on April 19th a payment of $60 was bank account. Neither of these transactions had been approved by me. I called the office to complain and demand a refund which the lady on the line stated she would process but refused to give me proof of it, not only that there is no records about anything in my account in my patient portal just that I currently owe $70 which is impossible since been consistently paying for my appointments. Long story short, this company engages in thievery. The lady claimed that I somehow signed something stating that they could take money out of my account for bills, however, thats false as I opted out of auto pay and I am prompted to pay my bill each time I login for an appointment. This place is a scam and the representative I spoke with couldnt give me a real good reason why I had three different amounts of money come out my bank account and when I was initially told, my appointments would only be $10

  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 you.

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

• Initial Complaint

  Date:04/21/2025

  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.

  Company has added unexpected charges totaling above statement balances.

  Business Response

  Date: 04/22/2025

  Hello, we want to confirm that we have received this BBB complaint.  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.  We have notified our Operational leadership to ensure a thorough review is conducted.  After the team reviews, a representative will be in contact shortly.

• Initial Complaint

  Date:04/15/2025

  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.

  This business is charging me for appointments that they are saying were missed and that is not true. I called my credit card company to dispute the charges and they disputed them then they charged me again.

  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 you.

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

• Initial Complaint

  Date:04/06/2025

  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.

  My daughter is considered a minor so I am messaging on her behalf. She had a scheduled appointment on 02/05/2025 at 4:30. My daughter kept her appointment however was marked that she no showed. Since we have a card on file our credit card is not just being charged for her regular appointment but the no showed fee. The fee is $100 and yet even if she would have not shown my account has been charged over $175. Our account is being charged $25 every two weeks for no reason. I have called several times speaking to representatives and they see the error and I have a message from the doctor stating they need to correct it but nothing has happened. The company is refusing to remove my card on file. I have no other choice but to file fraud with my bank and report them to the board for licensing. There website is also fraudulent mot showing my payments. Nor have I received and emails that they state on the credit card policy claiming they will email you before a payment is issued. If nothing is fixed I will also contact the credit bureaus.

  Business Response

  Date: 05/05/2025

  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 was able to update the account, and the refund was completed. 

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

  
  

• Initial Complaint

  Date:04/02/2025

  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.

  Complaints about my bill visit date 3/11/25 and 9/23/2024. They are adding second line item to my bill which I didnt see in my bills in year 2023, bill attached for comparison.Disputing 3/11/25 $118.17 Disputing 9/23/2024 $186.17

  Business Response

  Date: 04/14/2025

  Hello, we want to confirm that we have received this BBB complaint.  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.  We have notified our Operational leadership to ensure a thorough review is conducted.  After the team reviews, a representative will be in contact shortly.

• Initial Complaint

  Date:02/24/2025

  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.

  I continue to have problems with Lifestance Healths billing. Now they make you pay before you will get your link to your appointment. I do not have a co-pay with my insurance plan. To make matters worse, when I get my explanation of benefits the amounts do t match! They also try billing me before the claim is even processed. They just make up amounts as they go along. This is out of control.

  Business Response

  Date: 04/14/2025

  Hello, we want to confirm that we have received this BBB complaint.  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.  We have notified our Operational leadership to ensure a thorough review is conducted.  After the team reviews, a representative will be in contact shortly.

• Initial Complaint

  Date:02/11/2025

  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.

  Multiple requests to bill my insurance appropriately have been made. Despite these many written, verbal (phone call) requests, my balance remains unchanged and presents a paywall before each appointment for my health services. Lifestance billing has been unwilling to bill my provided insurance carrier appropriately since October 2024. My insurance has attempted to contact them about this too. Accolade through Blue Shield has tried to make contact. Nothing has been responded nor resolved. I have even paid the inappropriate bills to get to my essential appointment at times with no attempt to remuneration the funds given.

  Business Response

  Date: 03/03/2025

  Hello, we want to confirm that we have received this BBB complaint.  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.  We have notified our Operational leadership to ensure a thorough review is conducted.  After the team reviews, a representative will be in contact shortly.

  Customer Answer

  Date: 03/06/2025

  Lifestance, the business, did not address my concerns,  nor provide a plan of action to resolve the issues mentioned, nor has any action on my account been taken to recify. Please request an actual resolution on these matters instead of the generic response Lifestance has provided. 

   

  Thank you,

  Victoria 

  Business Response

  Date: 03/18/2025

  Hello,

   

  We'd be happy to provide further assistance.  In order to do so, patient will need to update COB (coordination of benefits) through the insurance provider.  Our teammates will then be able to process the billing accordingly.  Please let us know when this step is complete, and we can proceed.  

  You can reach our ********************* at ***************************************************************.

   

  Thank you.