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

Pattern of Complaints

Complaints

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

Customer Complaints Summary

240 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.

Initial Complaint
Date:10/29/2024
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.
On August 16th, 2024 a Lifestance Therapist saw my son for exactly half an hour. She proceeded to let me know that was going to be the last session and someone from Lifestance was going to reach out suggesting other therapists in my area. The therapist left the session 15' earlier and after all was said and done. I received a bill for an hour session when it was factually only 30' in which a patient and her professional service were rendered through a conversation. I reached out to the billing team and provided the details (and more) stated above. The therapist wrote back agreeing to only charge me for a 30' session but she was not able to identify a code for the 30-minute session. The billing ***** has been delaying, unhelpful, and unknowledgeable. I asked to escalate this issue to the Regional Director in *******. The manager of the ************** hasn't been responsive, just sending out messages to the billing ***** with no help at all. I'd like to speak to the appropriate person who can actually send the invoice with the most updated amount. Thank you for your help.
Customer Answer
Date: 10/31/2024
My full name is ******** ********. The account is under my son, ***** ********.
Business Response
Date: 11/18/2024
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 Compliance team has reached out to the contact provided to obtain additional information to ensure a thorough review is completed, to provide further assistance.
Customer Answer
Date: 11/19/2024
There is an outstanding charge that has not been adjusted to reflect the actual visit time spent and the therapist's notes. The ** billing team is very difficult to reach, doesn't seem to know how to adjust the current bill, poorly trained or uninformed representatives. They seem to be generally unresponsive despite my numerous calls and attempts to reach the Augusta, GA officer manager. High turnover rate at the *************** and I was unable to communicate with the same employees as months ago. I asked for my issue to be escalated to Corporate, but I haven't heard back. I finally engaged with the BBB to achieve the resolution of my bill.
Their response is not helpful because there hasn't been a bill adjustment.

Business Response
Date: 11/20/2024
Our compliance team did receive this concern and has notified the billing team. After further review, we will provide an update with the resolution. We appreciate the opportunity to address this matter with you.
Customer Answer
Date: 11/26/2024
Hello, It's November 26th, 2024. I received a call from a representative from the billing team named ***** last week. She stated that instead of adjusting the price to a 30' visit as stated by the therapist and confirmed by me. They would increase the visit minutes to 48' to justify the current charge and circumvent any adjustment on their part. My answer was that would not be accurate and they would intentionally commit 'fraud'.
After my statement, she stated that I'd be receiving a call back from a billing manager and/or corporate manager this week. I haven't heard back from anyone and the bill has not been adjusted and it's November 26th, 2024.
Initial Complaint
Date:10/24/2024
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 signed up to receive therapy from a practitioner under LifeStance health. I was informed that sessions WITH insurance would be $60, sessions WITHOUT insurance would be $85. I've had 5 therapy sessions and have made two payments: 7/29 - $60 covered under insurance 8/16 - $60 covered under insurance ------ $120 paid ----- 8/26 - $60 covered under insurance 9/16 - $85 not covered under insurance 10/7 - $85 not covered under insurance ---- $85 paid ----By the above account I should have a patient balance of $145 ($85 + $60). Instead, my current balance is $705. I have tried multiple times over multiple weeks to get in touch with their billing department, including waiting to be connected over the phone for 70 minutes, at which point I hung up. I have sent multiple messages on the platform app, only one of which has been responded to with NO resolution and no help. This shady, predatory behavior is disgusting and shameful for a company attempting to support people with their mental health. I will absolutely be disputing any charges they subject me to, and will go as far as I need to to ensure I am not taken advantage of by these capitalist leeches.
Business Response
Date: 10/31/2024
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: 11/07/2024
I will accept this once someone has reached out to me- since that has not yet happened, this issues has not yet been resolved.
Business Response
Date: 12/10/2024
Our team has reached out to the patient, and the account has been corrected. We believe this matter to be resolved.
Initial Complaint
Date:10/22/2024
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.
On 10/22/24 I was told Id be charged 100 dollars for rescheduling my appointment even tho Ive rescheduled within 48 hour window (due to not having transportation) this is extremely predatory when the reason Im canceling is something out of my control not only that but it shouldnt take 30 minutes to speak to someone in customer service just for the call to be 5 minutes, if this continues I dont think I could participate going to life stance because of their predatory billing and lack of time management.
Business Response
Date: 10/24/2024
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:10/20/2024
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 contacted Lifestance to request an online appointment. I was told there would be a wait of a month, but accepted it anyway. The week of my appointment I assumed they would send me a link or phone # for the meeting as most places do. I received no notifications at all and was unable to attend said appt. At this point this was the last straw as I had previously had a negative experience with them a couple of years back so it didn't surprise me they didn't reach out. A month later I got a text or email followed by a paper bill both stating I owed $150 as a "no-show" at the appointment. I immediately reached out to them and told them about the lack of communication on their part and they said they would look into it. I received an email recently saying they denied my request to waive the fee.
Business Response
Date: 10/24/2024
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: 10/31/2024
Lifestance has said the exact same thing to me 3 times now and still won't remove the charge of $150!
They are charging me despite never communicating to me when the appointment was and a link to attend.
This is bad business and their fault!
Business Response
Date: 11/04/2024
Appointment reminders were sent (3) for the appointment, and agreements were signed. This is why a 'no show' fee was applied. Leadership waived the fee and billing notified the patient of that decision.

Customer Answer
Date: 11/04/2024
I still have not received any communication from Lifestance regarding appointments or the alleged waived fee.
Please resend the "leadership's waiver" to my email on file with BBB. Once I receive it I will close my complaint.
Initial Complaint
Date:10/19/2024
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.
I have spoken to 10 different people in 10 different departments over the last six weeks being told it was taken care of and I would get my money back one told me by Monday one month and another said they would put some money on me that they send me a check failed and have been lied to every person I talk to in this company this is a company I used for therapy after the loss of my only child help me now they have shown what they truly are. I just left a message with one of the people I talk to to let her know if I have to take legal action then LifeStance will have to pay for that too , what they do a co-pay every time I had therapy and my insurance does not charge treatment, but they didnt so they continue to charge me all year me now $200. I have since found out Im not the only one.
Business Response
Date: 10/24/2024
This message it to confirm receipt of the listed 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. Our billing department leadership has been notified to ensure a thorough review of this concern. After the team is able to review, a representative will be in contact for further assistance.
Initial Complaint
Date:10/17/2024
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.
Lifestance requires clients to place a credit card on file for billing. I have had ongoing problems with Lifestance randomly charging my credit card, with no explanation. I have tried repeatedly to speak to a supervisor regarding this but can only get to low-level employees who cannot help. I have had to cancel my credit card to avoid further fraudulent charges, even though I stopped doing business with Lifestance a month ago.
Business Response
Date: 10/24/2024

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 will review this concern, and a representative will be in contact shortly.

Customer Answer
Date: 10/31/2024

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:10/15/2024
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.
I have tried for months to work with LifeStance to correct a billing mistake that is solely their ***************** partner uses them and they are in-network to our insurance. Every legitimate claim that they have submitted to my insurance has been processed and paid in full, however LifeStance has not deposited a single check from the insurance and credited my partners account.Her account has been sent to patient collections even though they have received a check in full for every single claim. LifeStance has even attempted to submit duplicate claims which are promptly denied (for fraud reasons).They refuse to follow-up in a timely manner (taking 1-2 weeks in between each message) and despite all efforts, I have been unable to talk to someone on the phone from their patient collections team to remediate this gross *************** wait times to talk to their main billing department (which is separate from patient collections) are minimum 1 hour and can be as long as 2.5 hours. Once I eventually do talk to someone, they are repeatedly unable to help and state they will escalate the issue by sending a note to patient ************** should not be this hard to talk to someone that knows how to do their job and can actually process the payments correctly.
Business Response
Date: 10/17/2024
At LifeStance Health, Inc.(LifeStance) our mission is to help people lead healthier, more fulfilling lives by improving access to trusted, affordable, and personalized mental healthcare. We value delivering compassion, building relationships, and celebrating differences, making each of our patients' experience with our practices is very important to us. As such, 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 and in a fair and timely manner. However, Federal and State privacy laws prevent us from discussing patient information, including billing. Therefore, our reply is based solely on LifeStance's billing policies and terms of service.

In the event our patients have questions regarding their bill, our receptionists, Intake team and ****************** are available to provide assistance 8:30AM - 5:00PM on Monday through Friday. Over the weekends and after hours, we have a voicemail answering service where our patients can leave information requesting a call back from a member of our staff. In the event a patient is not satisfied with the response they receive, or should they feel their issue has not been adequately or appropriately addressed, they have the opportunity to escalate their complaint by contacting our Corporate Billing Team at ************.
Initial Complaint
Date:10/13/2024
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.
On Sunday, October 13 I received an unsolicited text message from Lifestance that I had scheduled an upcoming appointment with their therapist ******** *******. I Have Never spoken to her, my records will show that as well as my payment history. I called Lifestance to explain who scheduled this appointment and they said to call back tomorrow.

When I messaged ******** ******* directly she said that "I have trauma and don't remember scheduling it with her" which is bullshit because I remember exactly who I talked to and she isn't one of them. They are now harassing me about an appointment I've NEVER scheduled with them. Please have them remove my information from their database and never contact me again.
Business Response
Date: 10/17/2024
At LifeStance Health, Inc. (“LifeStance”) our mission
is to help people lead healthier, more fulfilling lives by improving access to
trusted, affordable, and personalized mental healthcare. We value delivering compassion, building
relationships, and celebrating differences, making each of our patients'
experience with our practices is very important to us. As such, 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 and in a fair and timely
manner. However, Federal and State privacy laws prevent us from
discussing patient information.
Initial Complaint
Date:10/12/2024
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 was seeing a therapist virtually at Lifestance Health. Because I was on ******** there was no bill to me. I got a new job and it came with health insurance I gave to Lifestance. Several sessions went on and I never received any bills and no one reached out to ask about a co-pay. I asked the therapist and she said someone should reach out and not to worry about it. I continued therapy and living my life and basially just forgot about it because I was on ******** before. On July 8th ************************* "I had a small balance". It was $600!!! (Thats not a small amount for someone coming off of ********!) I said I wanted to stop therapy immediately to stop the payments from adding up. I was charged a last min cancellation fee for that because I had just found out. NEVER did anyone reach out via phone to leave me a VM, (I checked to make sure my VM wasn't full). I never got a statement via mail, or email or text. However, I WAS getting text and email to remind me of my appointment coming up. (So they had my correct information). On July 9th, the bill went up to around $700 and between the 9th and 11th of July- it was now at $1,230 with no explanation as to why and still no one reaching out. How is that even possible?? I tried calling the billing phone # listed, and was on hold for over 40 min unable to get ahold of anyone at all. I asked for a call back on 7/18 @10am (because of my work schedule) and no one ever called me. No VM, or any other type of communication. I spoke to a woman ******* finally- She said they still had a ******** hold on my account and that is why I wasn't charged and this was the companys fault and I shouldn't have to pay. She also asked me not to talk to anyone else. Called again 8/2, no direct # to *******. Another lady said I needed to file an appeal. So I did. Haven't been able to get anyone else since. Something is fishy about this company!!! Why not just charge me my copay as I go like anyone else? What's happening here?
Business Response
Date: 10/17/2024
We value delivering compassion, building relationships, and celebrating differences, making each of our patients' experience with our practices is very important to us. As such, 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 and in a fair and timely manner. However, Federal and State privacy laws prevent us from discussing patient information, including billing. Therefore, our reply is based solely on LifeStance's billing policies and terms of service.

In the event our patients have questions regarding their bill, our receptionists, Intake team and ****************** are available to provide assistance 8:30AM - 5:00PM on Monday through Friday. Over the weekends and after hours, we have a voicemail answering service where our patients can leave information requesting a call back from a member of our staff. In the event a patient is not satisfied with the response they receive, or should they feel their issue has not been adequately or appropriately addressed, they have the opportunity to escalate their complaint by contacting our Corporate Billing Team at ************. Additional information can be found on our website at ************************************************************.
Customer Answer
Date: 10/20/2024
the response didnt address anything other than to try to contact them again. I have been trying to contact them for months and getting nowhere.

Business Response
Date: 12/10/2024
Adjustments have not been made on the account as of yet. We offered the client a 50% settlement for 2023, FAP for up to 6 months prior, and LTPA for anything not covered under those two options. She declined all of these options. Client is still being charged for her copay responsibility of $35, which she is disputing.
Customer Answer
Date: 12/10/2024
The problem is that its still a lump sum of money due. I should have been charged the copay as I was going along to make payment affordable to me as contracted through the insurance company. $35.00 per visit is doable. Hundreds at once is not.
Business Response
Date: 05/08/2025
Patient was contacted and a partial discount and payment plan was offered
Initial Complaint
Date:10/10/2024
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.
The business created an appointment for me that I was not aware of, nor did I create myself. I haven't used their services since March 25th, 2024. On August 4, 2024 however, they said I had an appointment with a doctor. This is not true, as I never made this appointment and thus, never showed up for it.I was also never notified that I had an appointment through their portal (which they're supposed to call, email, and text me). I've sent 4 emails and it's gone nowhere and I need to file a complaint against this scam of a business.
Business Response
Date: 10/17/2024
We value delivering compassion, building relationships, and celebrating differences, making each of our patients' experience with our practices is very important to us. As such, 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 and in a fair and timely manner. However, Federal and State privacy laws prevent us from discussing patient information, including billing. Therefore, our reply is based solely on LifeStance's billing policies and terms of service.

In the event our patients have questions regarding their bill, our receptionists, Intake team and ****************** are available to provide assistance 8:30AM - 5:00PM on Monday through Friday. Over the weekends and after hours, we have a voicemail answering service where our patients can leave information requesting a call back from a member of our staff. In the event a patient is not satisfied with the response they receive, or should they feel their issue has not been adequately or appropriately addressed, they have the opportunity to escalate their complaint by contacting our Corporate Billing Team at East: **************. Additional information can be found at ************************************************************.
Customer Answer
Date: 10/20/2024
I do not accept your automated response. I have already contacted your offices over 5 times and the first 4 times you completely ignored my requests and made this about a billing error. After I threatened to complain through the BBB is when you finally said youd look into this. You havent looked into this. Youre a scam business and you created an appointment without my knowledge or verification and then CHARGED me for it. The only response I will accept is you REMOVING the charge.
Business Response
Date: 11/05/2024
LifeStance has reached out to the person filing this complaint, and we believe that this situation is resolved to the best of our ability.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

This business has 1 alert

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

LifeStance Health is NOT a BBB Accredited Business.