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

  3633 Wheeler Rd Augusta, GA 30909-6549

• 

  Lifestance Health

  8920 Southpointe Dr Ste E1 Indianapolis, IN 46227-7505

• 

  LifeStance Health

  2365 Iron Point Road Suite 210 Folsom, CA 95630

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:09/12/2024

  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 filled out an application online on April 19, 2023, to receive medical treatment due to mental issues. The Doctor assigned to me did not see people over 65 years old. I was seventy- eight years old at the time. Therefore I did not qualify for services and could not be provided with services. I have tried on numerous occasions over the pass months to contact this company to correct this issue without success. I keep getting a payment due of $100.00 for a no show. There was no one available to show up for as there was not a provider available to see me. I would appreciate your support in resolving this issue for me

  Business Response

  Date: 09/19/2024

  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:09/12/2024

  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.

  Lifestance Health is billing me $100 missed-appointment fees for two appointments that were canceled on the portal well before the deadline. The 3/4/24 appointment was canceled 2/28/24 and the 3/18/24 appointment was cancelled on 3/13/24.Lifestance said that I canceled the day after my records show. On 5/31/2024, I requested that they provide a log or other proof of when the appointment was canceled and I recieved a response on 6/10/24 that the request had been 'sent to upper management for review'. I have not recevied any response to that, but am continuing to receive bills.

  Business Response

  Date: 09/20/2024

  Thank you for notifying us of this concern.  We have notified the billing department leadership to ensure a review is completed.  A representative from the team will be in contact shortly.  We take all complaints very seriously and appreciate the opportunity to address any instance of dissatisfaction. 

• Initial Complaint

  Date:09/06/2024

  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 being billed for 524$. They have my complete insurance info. I spoke with someone in the billing office months ago and was told they would resubmit the bill and that I should ignore any future bills for this amount as it may take a little while to resubmit the claim. I just received another bill for the same amount. I have sent a message to Billing through the patient portal about a month ago and have not received a response. The bill is still 524$. I am very frustrated and dont know what to do at this point. Please help if you can

  Business Response

  Date: 09/12/2024

  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.  We have notified our ****************** leadership for a thorough review of this concern and a representative will be in contact shortly.

• Initial Complaint

  Date:09/04/2024

  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 am writing to express my deep concerns regarding my experience with LifeStance in ******, **, and the subsequent billing issues that have caused significant *********** 2020, I began receiving counseling services at LifeStance and was initially satisfied with the care provided. However, the COVID-19 pandemic necessitated a switch to telehealth sessions, which introduced a series of technical difficulties that greatly affected my ability to receive consistent care. The telehealth platform frequently crashed or failed to connect, resulting in missed appointments. Despite multiple attempts to resolve these issues, the problems persisted and were beyond my control.Compounding these technical difficulties were privacy concerns I had in my home, which I communicated to my counselor. Understanding the situation, my counselor assured me that I would not be billed for the sessions that were interrupted by these technical failures. This assurance was a critical factor in my decision not to continue with the practice at that time. Following this, I received no further communication or billing notices from LifeStance.However, within the past year, when I reached out to LifeStance to resume counseling, I was shocked to learn that my account had been sent to collections for an unpaid bill related to the very sessions I was assured would not be charged. This situation is deeply upsetting and feels like a betrayal of the trust I had placed in my therapist and the practice as a whole. Whats more, LifeStance has refused to address the issue directly, insisting that I resolve it through the collections agency. Moreover, I find it extremely concerning that LifeStance made no effort to communicate with me regarding any outstanding balance before sending my account to collections. I received no billing notices, no follow-up communications, and no opportunity to address the issue directly with the practice.

  Business Response

  Date: 09/11/2024

  Thank you for reaching out to the BBB regarding this matter. The BBB is a public facing website and LifeStance Health is required to abide by state and federal privacy regulations. Should this complaint involve a LifeStance patient, the patient will be contacted by LifeStance billing directly to manage the issue and ensure an appropriate resolution. 

• Initial Complaint

  Date:09/04/2024

  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 charged for a no show on an appointment that I attended and left after deciding I no longer wanted to is their services. Not only was I charged the full appointment cost, they added on an extra charge. When I called the billing department, the providers had lied. They stated it was a telehealth visit and I disconnected the call. The billing team said theyd get back to me. They did not. This stemmed from a prescription issue which caused a lapse in mental health meds. I ended up experiencing extreme withdrawals. I had to call to try to figure out the issue. I was told I would have a call back. I ended up calling back and was told it was an insurance issue. The prescription was never sent out and the provider only messages 3 days after getting the bounce back prescription from the pharmacy. Im now being charged for an appointment that was already billed.

  Customer Answer

  Date: 09/19/2024

  On or about 9/09/2024 I received a letter from **** ******, my psychiatrist. This letter was dated 9/05/2024, almost 3 weeks after my last date of service. In the letter I was advised that my care would conclude 30 days from 9/05/2024. The intention was to resume with another clinician at LifeStance. Also expressing LifeStances exceptional team of expert clinicians. Whilst also attempting to express concern after almost 3 weeks after my last date of service. On 9/18/2024 LifeStance left me a voicemail to set up a new appointment. LifeStance called me on 9/19/2024. They stated they were on a recorded line. They told me that my therapist would not refund the no call/no show fee. I asked why I was told to confront my therapist. The employee doubled down and told me I had every right to confront my therapist. This was truly baffling to me considering that were dealing with mental health. I have written a response letter to both my psychiatrist and therapist. I also sent that letter to the corporate office. I have asked for all my billing information to be sent to my home address. I have also requested that LifeStance no longer contact me via phone. I have not paid this $40 bill and have filed an official complaint with Attorney General of MD regarding the attempt to collect payment for a date of service, 8/09/2024, that had already been paid on 8/12/2024. This has been proven by my bank statements. Since the billing department tried to tell me it was from a date in July suddenly. I will stand firm on this considering the horrible track record with the BBB and I have reached out to my insurance company as well to assist in ensuring there isnt anything fraudulent occurring. 

  Business Response

  Date: 10/03/2024

  Thank you for the additional information and thank you for speaking to our operations manager.  Please do not hesitate to contact us if you wish to discuss further.  

• Initial Complaint

  Date:06/24/2024

  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 continue to get billed from LifeStance for false appointments from 2023. I have called them numerous times and am told they don't handle the billing, but they will put in a message. And idk where my messages are going but nobody ever contacts me to follow up or resolve anything. They just keep sending me a bill for $525.67.
  
  My son, ****** ****, cancelled appointments for when we would be out of town. Yet, they kept him listed as a "standing appointment" and didn't cancel on their end. Then we keep getting billed for appointments that ****** cancelled and had no way to attend. And we even paid the first $75 because we assumed we did something wrong. However, that payment was not even applied to the account. We paid in cash so I'm assuming the lady at the desk just pocketed that money.
  
  Also, we've always had 2 insurances. I am unsure why they are only billing one for most of these appointments. And the last appointment on 2/6/23 was not submitted to either insurance.
  
  Honestly, I don't know what is going on with LifeStance's billing, but they are super shady. I'm tired of trying to work it out with them and getting nowhere.

  Customer Answer

  Date: 07/16/2024

  Thank you so much!

  Business Response

  Date: 07/25/2024

  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.  Our Billing Department is reviewing this concern and a team member will be in touch shortly. 
  
   At LifeStance, patient care is paramount – the driving force in everything we do.  Care is offered in a compassionate and safe environment that provides education, support, and the best practices in integrated care.  We look forward to continually employing those practices in an effort to satisfy patient needs and appreciate the opportunity to do so. 

• Initial Complaint

  Date:06/15/2024

  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.

  Attached you will find a Lifestance health information release form. As a review of my complaint: 3/24/23 - My mom received a call from Lifestance advising they no longer accepted my health insurance. She agreed to a $255 self-pay so i wouldnt miss a session and then I would seek a new therapist. 4/3/23 - I had the session and was asked for $80 more and later billed an additional $70. I paid the $80 because I was confused about the amount already paid on my behalf. But I have disputed that amount and the additional $70. 7/3/23 - My mom became aware of the billing and made the first call to Lifestance for an explanation. They had none. They requested and she sent them documentation showing her CC statement for $255 and the insurance company billing showing 2 telehealth visits on the same day, one for $255 and another for $150. They had obviously tried to collect from my insurance as well. 20+ calls for explanation were placed. On every call we were told it 'takes many months to resolve" and "someone will call you" and then "we don't do their billing any more". They never returned any of our calls nor offered an explanation for the amount billed. Our last call was: May 2, 2024. We spoke with ****** who got ***************************** on the line for a 3-way call. He said my visit was $150 but I went over the 20 minutes by 1 minute and that was an additional $255. We told him that made no sense and insisted, after all these calls, he was just making that up. But he insisted. Mom asked ****** if she agreed. After a pause she said a shaky 'yes'. It was obvious ***** wasn't even looking at my account.I wonder how often they take advantage of people who already have emotional problems. I'm sure they were counting on me just giving up and paying another $70 because they threatened my credit rating.Thank you for any help you may provide.

  Business Response

  Date: 07/09/2024

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

• Initial Complaint

  Date:01/23/2024

  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.

  Around early 2022. Both ****** wife, saw, same doctor, one day apart, same insurance, same office. OVER a year goes by, Get a bill saying I owe $360 dollars. what?! We always pay at the office or we get a bill a few weeks later. Called Lifestance. Called dr ******* to see about getting records, said dont have any/all records were transferred to Lifestance, when they did a "migration". I called over & over.. NO ONE calls back, no manager/supervisor..No emails, BUT they have my email of course they can send a bill right? Like a broken record have to repeat everything all over again, point to records again & again...I documented. ALL CALLS are recorded, I encourage anyone that gives a hoot to listen, all, since its one heck of a learning experience to help a publically traded company to do better. Have clocked 13 x's.Waiting time over an hour + the explaination hours put in so far exceeds over 43 hrs over months. The feature "places you on hold" DOES NOT WORK have to stay online starting 8 am to get someone by 9 or 930 am.if you are lucky.So a few months ago, I get a bill for my wife....a printed statement. WOW. Because it showed proof! that she was billed ONE DAY apart same doctor, same ******* SAME insurance, as MINE, she was billed and covered, and I was not the day after. What was wrong? so the billing **** Lifestance, was in error, didnt bill in a timely manner! So they billed me. So I paid it, to avoid any more issues like wrongfull collection. I asked the lady I will pay it now, so you can refund me later after research. she said yes! Bottom line is: they billed my wife, they got paid with same insurance, they didnt bill me on time, they want me to pay. I called my insurance, they said not to pay, as they shouldnt bill me, its their error! and file a complaint with the ***********, for abuse, etc. Now after months of back and forth, I am still trying to get my refund, and it was ALSO in my account as a credit! Then they took that away! and said it was my fault!

  Business Response

  Date: 01/31/2024

  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 ***************** Team at **************.
  
  At LifeStance, patient care is paramount the driving force in everything we do.  Care is offered in a compassionate and safe environment that provides education, support, and the best practices in integrated care.  We look forward to continually employing those practices in an effort to satisfy patient needs and appreciate the opportunity to do so.  

• Initial Complaint

  Date:12/21/2023

  Type:Delivery 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 scheduled a virtual behavioral health appointment for my 14 yo daughter at the Lifestance in ********, **. On the day of her appointment, the behavioral doctor never joined the virtual appointment. I waited 30 minutes for her to join thinking that she was running late. It was my daughters 1st visit with the practice and I received no notification from the doctor that she would not be attending the call. Nor did I receive a phone call from the *********, ** Lifestance office. However, I keep receiving a bill for $150!!! *** even spoken with their billing office and explained the situation. I was told that I would receive a phone call back but I have not. Instead, I continue to receive a bill.

  Business Response

  Date: 01/17/2024

  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.  Your concerns are being reviewed by the appropriate parties for a resolution.
  
  At LifeStance, patient care is paramount the driving force in everything ***************** is offered in a compassionate and safe environment that provides education, support, and the best practices in integrated care.  We look forward to continually employing those practices in an effort to satisfy patient needs and appreciate the opportunity to do so.  

  Customer Answer

  Date: 01/23/2024

  
  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:11/17/2023

  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.

  On October 19, 2023, I received a billing statement from LifeStance Health for services of ***** 2022 in the amount of $205. I was fully insured at the time & provided updated insurance information. All following appointments in calendar year 2022 were submitted & approved to the current insurance at the time, United Healthcare. My copay was $40 & paid. I was last seen at this practice in January or February of 2023 & did not have a balance when the final copay was paid. When i received the bill, I immediately tried calling to resolve. When I was unable to reach a representative, I sent a message in the portal on *****. I did not receive a response until *****. In that message, I was provided incorrect information & told false dates of my insurance coverage. I have the documentation to prove insurance coverage at the time, as well as the visits that were submitted following the insurance update. I provided the previous insurance as well via the portal. When I replied to the message with the insurance information, the provider attempted to contact via phone. I once again messaged & requested all communication be in writing for ********************** I sent another message on **** & have not received a response since. I have also messaged the portal again, today, *****. I have had the absolute worst experience with this provider. I am wondering why they are able to send for billing that is 18 months old. I reached out to United ********************************* advised no claims were submitted from LifeStance for the June 2022 date of service. I am requesting the balance be removed & the claim sent to the correct insurance. I have copies of all portal messages up to 365 days old. I would also add that the *************************** tone in the messages are unprofessional & uncalled for. I would like also a written apology from this "business" for their lack of service, not completing their due diligence,& the undue stress this has caused me, as well as the ************ it has taken.

  Business Response

  Date: 12/07/2023

  LifeStance Health, **** is constantly striving to improve the services we provide, and values all input we receive. As mentioned in our last response, should anyone have questions regarding the specifics of the no show / cancel policy, please call the ****************** 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 ***************** Team at Midwest: ************. 

  Customer Answer

  Date: 12/08/2023

  While my balance has been removed, finally, the response from this "business" in unacceptable in the fact that my complaint has absolutely nothing to do with their cancelation & no show policy. This is a huge red flag. No customer service. No active listening (reading). There is absolutely no care or respect in any way, shape, or form. Shame on Lifestance for their disregard to patients. That is all. 

  Business Response

  Date: 12/12/2023

  Thank you again for the opportunity to resolve any issues or concerns.  We are pleased to hear a portion of your concern has been addressed.  A member of the national Compliance team has reached out to answer any additional questions or concerns.  We thank you again for your time.  We will continue to work to deliver quality care and experiences for all of our patients.