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

  5401 W 10th St, Suite 200 Greeley, CO 80634

• 

  LifeStance Health Inc

  615 Oakfield Dr Brandon, FL 33511-5714

• 

  LifeStance Health

  313 Washington St Ste 402 Newton, MA 02458-1626

• 

  LifeStance Health

  7300 E Indiana Street #103 Evansville, IN 47715

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:10/10/2024

  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.

  The company has billed a rate nearly 4 times the regional average for a counseling service (billed $365 for a Masters level counselor session) and neglected to reflect any insurance. Great pains were suffered ensuring that they did have the insurance before service was started. When I received the first invoice for over $700 for 2 sessions I tried to reach someone via the customer portal on two separate occasions waiting 2 days each with no response. I then called and after waiting on hold for 40 minutes, the call was disconnected before the agent that answered even got the account up.

  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 ************.

• Initial Complaint

  Date:10/09/2024

  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 had the same great provider for years. Never had an insurance or billing issue. Provider just started with Lifestance Health. Lifestance Health takes my insurance. Lifestance Health forced me to provide a credit card, (even though they took my insurance), before I could schedule an appointment or see my provider. Otherwise, I was not allowed to see my provider. Had an appointment with my provider. Insurance covered the appointment in full. No copay, no extra charge. The contract Lifestance Health has with my insurance is they are only allowed to bill to the allowable charge. My insurance covered the allowable charge, therefore, there is no other cost. Lifestance Health sent me a bill for the appointment seven days (not business days) after the appt. Insurance had not had time to process the claim. Insurance covered all allowable costs and told me I do not owe Lifestance. My insurance told me NOT TO PAY THEM. I called Lifestance multiple times no one EVER answered. I sent messages and a certified letter. Lifestance Health billed my credit card for the appt that insurance covered. I can not get anyone at Lifestance to respond or answer their phones, respond to messages or a letter. I am forced to dispute the charge with my credit card company. It appears I may have to close my credit card to stop the charges AND/OR stop seeing my long time excellent provider.

  Business Response

  Date: 10/10/2024

  Thank you for reaching out to LifeStance.  Please know that 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 ************.  You may also visit ******************************************* for additional information.

• Initial Complaint

  Date:10/03/2024

  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 been a patient here for months. the last 3 appointments I was charged a copay that I do not owe (I reached my out of pocket max w copays and have paid zero dollars everywhere since may) was taken from me along with my insurance being billed and reimbursed for the full amount. this is insurance fraud. they continued to do it for months and then finally said they would fix it when I filed a complaint with my health insurance. I had an appt today and was charged $61! I have insurance and no copay. they always say they're going to fix things and refund and they never do. I am on a very fixed income and cannot afford this. this has gone on with hundreds of patients, its illegal, unethical, and immoral. I dont understand how they haven't been shut down. I need this refunded immediately or I am getting a legal team involved and filing a class action lawsuit

  Business Response

  Date: 10/14/2024

  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.  Our billing department will review this concern and a representative will be in contact shortly.

• Initial Complaint

  Date:10/03/2024

  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 been a patient at LifeStance Health since June of 2023. Every time I see a new provider, I contact both the provider and my insurance to see if they are in network to ensure I will not have to pay out of network costs. I am very diligent in doing so. I received confirmation prior to booking any appointments from both LifeStance Health and my insurance company. Each appointment claim that is submitted to my insurance by LifeStances billing department has been done incorrectly. I spoke with my insurance company yesterday, and they confirmed that LifeStance intentionally enters a provider ID that appears as out of network so I will have to pay charges out of pocket. It is not only an inconvenience that is very time consuming to deal with, but it is wrong. They should not put their patients through this and I will seek medical attention elsewhere. Please do better for your patients. I am still trying to resolve the headache LifeStance has caused.

  Business Response

  Date: 10/14/2024

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

• Initial Complaint

  Date:10/01/2024

  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.

  My account was closed by ******** ****** last month because she stated I needed a higher level of care. Because of that my account was also closed with ******* ******* who was prescribing my psych medications. Why was my account with ******* ******* closed.

  Business Response

  Date: 10/14/2024

  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.  Our leadership was notified and will review this concern.  A team member will be in contact shortly.

• Initial Complaint

  Date:09/30/2024

  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.

  They misdiagnosed me gave me meds that would hurt me then stopped helping when I told them

  Business Response

  Date: 10/10/2024

  Hello,

  Thank you for notifying us your concern.  Your concern will be reviewed thoroughly, as we take all complaints seriously.  Providing quality care is a priority, and we thank you for the opportunity to address your concerns.  A team member will be in touch shortly.

• Initial Complaint

  Date:09/27/2024

  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.

  Date of Transaction 7-23-24 and 7-24-24 I was billed for $150 per session for total of $300 I SCHEDULED APPT ONLINE FOR LIFESTANCE. IVE BEEN WITH ****** FOR 10 YEARS AND RECENTLY HAD A CHANGE OF EMPLOYMENT AND INSURANCE I SETUP APPT FOR 7-23-24 WHEN ******* CALLED ME FOR APPT SHE CALLED ME FROM A BLOCKED UNKNOWN NUMBER I DIDNT GET THE CALL SINCE I HAVE UNKNOWN NUMBERS BLOCKED ON MY IPHONE. SHE LEFT A VOICEMAIL I IMMEDIATLEY CALLED HER BACK WITHIN JUST A COUPLE OF MINUTES I TALKED TO THE RECEPTIONIST WHO I TOLD THAT I LITERALLY JUST GOT A CALL FROM ******* AND AM RETURNING HER CALL. HE SAID OK LET ME TRANSFER YOU AFTER SEVERAL ATTEMPTS TO TRANSFER MY CALL AND WAITING ON HOLD FOR ***** MINUTES HE SAID THAT HE COULDNT GET A HOLD OF HER. I SAID HOW IS THAT YOU CANT GET A HOLD OF HER IF THIS IS MY SCHEDULED APPT TIME AND SHE LITERALLY JUST LEFT ME A VOICEMAIL. HE APOLOGIZED AND SAID THAT THEY HAVE ANOTHER APPT AVAILABLE FOR THE NEXT DAY HE SCHEDULED ME FOR THE NEXT DAY. I WAS ABLE TO TALK TO ******* THE NEXT DAY AND WHILE SHE WAS TELLING ME ABOUT HER PROCESS BEFORE WE GOT INTO ANY KIND OF THERAPY TALK SHE SAID THAT SHE WOULDNT BE ABLE TO PRESCRIBE ANY MEDICATION UNTIL AFTER AT LEAST A FEW VISITS I SAID THAT ID BEEN WITH ****** FOR OVER 10 YEARS AND HAVE BEEN ON MEDICATION THE ENTIRE TIME AND THAT SHE IS WELCOME TO CALL MY PHYCIATRIST *** ******* ******** AT THE ********************************. HE WOULD BE ABLE TO CONFRIM MY YEARS OF TREATMENT AND MEDICATIONS SHE SAID THAT SHE DOESNT WORK LIKE THAT AND THAT SHE WOULDNT BE REACHING OUT TO ANYONE AND THAT SHE CANT JUST PRESCRIBE MEDICATION TO EVERYONE THAT ASKS FOR IT. I TOLD HER I WASNT INTERESTED IN SPENDING $150 PER VISIT FOR A FEW VISITS OVER SEVERAL WEEKS TO GET A REFILL ON MEDICATION. I TOLD HER I WAS OUT OF MEDICATION AND I NEED A *** THAT IS WILLING TO HELP ME BY CONFIRMING MY EXISTING PRESCRIPTIONS AND IF THAT WAS THE **** I WASNT INTERESTED IN WORKING WITH HER AND THAT ID HAVE TO FIND A ** THAT CAN HELP ME

  Business Response

  Date: 10/01/2024

  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.  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 related to billing can be found on our website at ************************************************************.

  Customer Answer

  Date: 10/09/2024

  
  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:09/26/2024

  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 am constantly trying to contact the billing department to dispute charges. Every billing person I talk to says they will reach back out to me with a Verdict and I never hear back. To even talk to someone I wait on hold and it can be hours not joking. I then leave my number in the queue and never get a call back. Ive been trying to get in touch with someone for the past month. Im concerned the billing department is either running a scam or they have one person answering all their billing calls. This is ridiculous and how is this a reputable establishment.

  Business Response

  Date: 10/03/2024

  
  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 leadership has been notified and a representative will be in contact shortly.
  
  

• Initial Complaint

  Date:09/26/2024

  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 been a patient of **************************** LifeStance for over 3 years. I have not had a visit with LifeStance lately and have come back in the last month or two. In my portal are charges from 2022 & 2023 of $75 that have already been paid after those visits. I have spoken with billing on 3 occasions and have faxed them proof of payment. I have made two calls to LifeStance billing department to have been on hold for over 45 minutes each time. A third call was made with a call back number and was never called ******* other issue is that I had made an appt. with a psych Nurse Practioner and was going to do a video visit. The Nurse Practioner texted me to change appointment times and did not tell me how we were going to do the video visit. I waited for a follow up text on the day of the new appt., for directions to the video visit. Never received a call or text. By the time I looked in my portal and found information for the video visit it was past my visit and when I got on there was nothing but waiting for a long time. I was then charged another $75.00 for a missed visit. Instructions would have made a difference in me attending my appt. I agree that I am responsible for a $25.00 payment and would be happy to pay it. I feel the other $150 is erroneous on Lifestances part and I should not have to pay that sum. I'm afraid to pay the $25.00 as they have stated that they can use the same payment method to take out the rest of the owed amount without my consent.

  Business Response

  Date: 10/03/2024

  
  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.
  
  

• Initial Complaint

  Date:09/17/2024

  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.

  This company is withholding my medical records, attempting to steal money, and has illegitimately cut off my care with no explanation. I am being accused of missing appointments that I had canceled more than 24 hours in advance and one of them was during an active hurricane where I lost power and was physical unable to log on for my appointment. I did warn my therapist, again, more than 24 hours in advance that a hurricane was coming and I may not be logged in depending how the power holds. I am currently struggling to find ********************* because this company is not responding to any request for medical records. I have been calling for over a month now and have STILL not received ANY communication from them. This company should be closed and NEVER see patients again. People's livelihood is at risk and this company could not care any less about their patients. This company is a fraud.

  Business Response

  Date: 09/26/2024

  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 medical record's team department has been notified to ensure any requests are processed accordingly.  A team member will be in touch to see how we can further assist as well.  Thank you again.
  
  

  Customer Answer

  Date: 10/03/2024

  The company has not made any movement towards correcting the false charges that were put on my account. I was able to secure my medical records from another source due to ********************'s negligence. However, I am beginning to stress that these false charges will impact my credit due to Lifestance Health's continued negligence. I have again been told that someone will be in touch, but to date, that has still not happened.