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:01/06/2025

  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.

  The billing department is non-responsive. Instead of billing my insurance company, they kept sending me the bill with a balance of $410. After numerous phone calls, I was assured that the issue was fixed. Few days ago, I checked the statement on my health saving card, which I used to cover the $10 copay. Without my permission/authorization, on December 14th 2024 they charged my card for the $410 balance. I need an immediate full refund as well as someone to look into their billing department activities.Thank you,***** ********

  Business Response

  Date: 01/09/2025

  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:12/24/2024

  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 attempted to fill a prescription for my daughter who will run out of her medication on Christmas Day. I called Lifestance on December 23 because when I went to the pharmacist to fill this prescription, they said that the psychiatrist, Dr. ***** *****, had not sent the prescription that we needed. When I called Lifestance on December 23, they acknowledged that Dr. ***** had forgotten to send the prescription and assured me that they would take care of it. That was yesterday. Today is Christmas Eve, no one from Lifestance has contacted us, the prescription was not with the pharmacist in time for us to get it and tomorrow is Christmas Day. They have created a tremendous amount of stress and they do not seem to care. This is the second time that Dr. ***** has not sent a prescription that was needed. It is also the second time that Lifestance has not addressed our problem in a timely manner and demonstrated callousness in dealing with us over the phone and via messages. Their patient portal does not allow for us to view what our daughters medications are, and despite our multiple attempts to contact them, they believe that letting us run out of medication and letting our daughter suffer withdrawal symptoms is perfectly acceptable as long as their own holiday is uninterrupted. They claim that you can ask for a refill via their portal, but we have never been able to do that. There seems to be a complete breakdown in the basics of delivering care. The fact that they let this go over the Christmas holiday demonstrates a deep problem in this organizations commitment to its patients.

  Business Response

  Date: 01/02/2025

  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 clinical leadership to ensure a thorough review is conducted.  After the team reviews, a representative will be in contact shortly.

  Customer Answer

  Date: 01/07/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I no longer need a resolution. I do not need any further action from the business as I have decided to go with a different provider. We are no longer Lifestance patients. 
  
  Regards,
  
  ******** ****
  
   
  

• Initial Complaint

  Date:12/10/2024

  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.

  Repeated attempts to contact Lifestance regarding billing errors have been in vain. I am put on hold for extended periods and when I leave my number for a return call, no one returns my call. This has been going on for months, most recently today 12/10/24. No improvements have been made to their billing office service! Plus, they've billed me a copay for in-office sessions with my therapist when all the sessions have been virtual, which have no copay. I've also tried many times to contact Lifestance on its website, explaining what I need. No response. When I call the administrative office, I'm told the wait time for billing is over an hour and that I should call at 8 a.m. I am not available at 8 a.m.! Frankly this is a nightmare and I'm concerned that my account will go to collections.

  Business Response

  Date: 12/12/2024

  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:12/05/2024

  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.

  I am disputing a $200 fee for a no show.They claimed, I never gave proper notice but I Did. My phone was broken at that time so I sent the message through the portal. They deleted ALL communication we ever had. Deleted the paper trail. Said they would consider waiving the fee if I would come back to the practice. I did not want to go back and receive care. I did not like the care I received.

  Business Response

  Date: 12/12/2024

  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:11/18/2024

  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 am writing a complaint about the erroneous and unethical medical billing practices by LifeStance Health. They did not process my payments through my insurance, then excessively billed me for canceled appointments or when I did not have an appointment at all. And they continuously accessed my bank account for incorrect transactions. I have tried calling their billing department to rectify the matter and I am continuously on-hold for nearly an hour. I sent them a message via a portal and never heard back. I requested they remove my bank details and did not authorize them to access my bank account and today they processed another payment. I have paid in excess of $1000 in 2024 for medical services and they are unable to correctly clarify when they contacted my insurance for coverage and what each payment was for. I was seeing 2 providers and I have canceled all appointments with one provider. I will be seeking another office, but in the meantime, they WILL NOT stop taking money from my account.

  Business Response

  Date: 11/19/2024

  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: 11/22/2024

  After the BBB complaint, ***** from Life Stance contacted me. She discovered a plethora of issues on my account and they are not my fault, yet I was charged for them:  

  1. Incorrectly billing the insurance, even after I notified them about the matter. 

  2. Not correcting denied claims and automatically withdrawing the funds from my bank account. 

  3. Billing for no shows when in fact I attended the appointment. 
  

  4. Incorrectly charging me for cancelled appointments. 

  They have reviewed my account, found $500+ in erroneous charges and need to rerun claims from Feb 2023 to present in order to fully rectify the matter. 
  

  They processed a refund of $500, however, we will not know the full amount for another 45+ days because it needs to go back through the insurance company process. 
  

  I do not deem this case closed until everything is through the insurance properly and Im fully refunded for all erroneous charges. 

  Business Response

  Date: 11/24/2024

  This acknowledges that your message has been received and our team is working through the process to provide a solution to this concern.  If you have any additional questions about the process, please reach out to the team directly.

• Initial Complaint

  Date:11/15/2024

  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.

  Lifestance is NOW seeking money for services that were covered for insurance. These services are dating back to early 2023. My ************************************ covered and my insurance was verified before receiving the services.

  Business Response

  Date: 11/20/2024

  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: 12/03/2024

  To whom it may concern, I never responded to the complaint because the company did not include anything other than they were looking into it. It is definitely not resolved.
  

  Business Response

  Date: 02/14/2025

  I wanted to provide you with an update and let you know that we believe this matter to be resolved.
  
  Message was sent to insurance collections. Claims were re-billed to insurance on 11/15/24 and 11/18/24.  Patient was called and a voice mail was left to let him know. The current patient balance is 0 until the claims process.

• Initial Complaint

  Date:11/13/2024

  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 two Special needs sons who have been patient with lifestance health for years now. I have a $400 bill for one of them for neuropsychological testing that was done. I paid hundreds of dollars upfront and then they tacked on that bill at the very end, irresponsibly and unethically, but the testing is already done, What can I do. Now my older son needs his prescription insurance information changed, I have called four different times, sat on hold for over a half hour each time, left multiple messages which days later have not been returned. My son is behind with his prescriptions and he takes daily medication, what am I supposed to do when he runs out and I cant get anyone on the phone? Should he suffer with withdrawal symptoms because nobody at your practice wants to do their jobs?One of my sons providers left abruptly and he needed another. Had to do a whole referral process, took multiple calls to get someone on the phone and then had to choose a extremely inconvenient intake appointment even though this was not of our control and hes a standing patient of the practice for over a year. The whole process took so long that he almost ran out of his daily medication, Yet they never forget to call me to remind me that I owe them $400. Absolutely disgusting and distasteful, you have made enough money off of my children to at least return a phone call about their insurance before you harass me over a bill that you slapped on deceitfully.

  Business Response

  Date: 11/25/2024

  We appreciate you notifying us of this concern.  We apologize for any delay and hold times you faced.  We take all complaints very seriously and are thankful for 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 operations & billing department is actively reviewing this concern.  A representative reached out to further assist.

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

• Initial Complaint

  Date:11/11/2024

  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.

  My therapist switched practices to one under Lifestance's umbrella. As her hourly rate had been around $45 per hour, it was my understanding that it would stay the same. I had two hour-long sessions with her (in Nov and Dec 2023), for which I paid $48.15 and $62.76. I assumed that covered everything. A couple months later I got a bill for "the remainder" of both that totaled $443.63!! I contacted my therapist and she said she only got paid $45 for each of those sessions. When I try to call it takes ***** min to get through and the lady never seems to have a clue what to do. Thankfully I have not been charged yet, but as this is an "overdue debt" it's going to go to collections and affect my credit report. I just want it dropped.

  Business Response

  Date: 11/21/2024

  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 has reviewed this concern and a representative has reached out.  We were not able to speak with you but they provided a detailed messaged.

  Thank you again for taking the time to reach out and we hope we can continue to work with you to resolve this matter.  Please feel free to call the escalation number provided in the voice message.

• Initial Complaint

  Date:10/31/2024

  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.

  (*********************************************************************************During my last appointment with my psychiatrist, upon my request of paperwork for her to fill out, I was instructed to send the paperwork to ********************************** and to give my psych 30 days to complete it. This was on October 7. On October 15, I reached out to the office to ensure that documentation was received. I was then informed that it was never received, and that I needed to send it to a different email, ******************************************* I followed the instructions from the ************, over two weeks later, I called the office again to ensure that it was received. They confirmed that it was received, but it was never uploaded, and no one knew it was received! So the person I was on the phone with uploaded it for me and sent it to my psych and my therapist. Due to this mishap, and considering that I have an incoming deadline, I asked if there was any way this could be expedited in order for a timely completion. I was told that they will have it ready in 7 - 10 business days. Then, they tell me FOR THE FIRST TIME that it will cost $100-$150 for them to fill the paperwork. I was not informed of any charge this entire time.They did not properly inform me or operate efficiently, and now I have to bear the cost of a rushed time and over $100. Because they don't have a customer service line, I resorted to sending an email to their General Inquiries line. I don't even know how to certainly file this complaint with them.

  Business Response

  Date: 11/07/2024

  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 and Clinical leadership to ensure a thorough review is conducted.  After the team reviews, a representative will be in contact shortly.

• Initial Complaint

  Date:10/31/2024

  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 02/26/2024 I received a statement from Lifestance stating that I owed $825.30 for 8 different therapy appointments I had in 2023 between the dates of 09/13/2023 and 01/03/2024. For every appointment I had with LS, I paid $77 out of pocket. I called LS about this $825 bill and they said they would reduce it to 50% if I paid outright. I received no further information about what the 50% discount was or how to get it, but I paid $510.30 through their portal, which gave me no receipt or explanation of this change from $825.30. On 09/24 I received a second EOB and statement for dates 11/08/24 and 11/20/24 for over $500. My insurance said I had already paid $77 for each appointment so the actual bill should be at $374. The patient portal says I owe $394 without explanation as to why owe $20 extra. LS claimed that my deductible hadn't come through for those days. However these claims were previously paid for on my last bill, which I paid in April 2024. I don't understand why I have to pay for the same two days again, almost a year later. Every time I call Lifestance or Anthem, I get a different answer as to why I'm being billed this much, and both times I've been told that it won't happen again. I don't want to pay another $394 when all of the amounts I have been given are inconsistent and unexplainable. I want a clear explanation of charges and a proper billing adjustment. I will not be using Lifestance for any further service.

  Business Response

  Date: 11/14/2024

  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. A team member from our billing department called, as they would like to further assist with reviewing the concerns.  Please call or provide a time that works best for you, and we will be sure to reach back out.