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Business Profile

Health and Wellness

Lyra Health, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health and Wellness.

Complaints

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

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Lyra Health, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 14 total complaints in the last 3 years.
    • 8 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/02/2025

      Type:Order Issues
      Status:
      UnansweredMore 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 5 therapy sessions on 9/11/, 9/26, 10/7, 10/21, 11/4/2024. I had two insurances at the time. ***** was my primary and ***** was my secondary through my husband's employer. The claims were denied by ***** who said they need to see the denial letter from my primary, *****. But Lyra Health will not provide the superbill, "as previously advised we are unable to provide this document, as a superbill is an itemized receipt for services that have been completed and payment received. It's specifically designed for members to use when submitting claims to their insurance company for out-of-network care and seek possible reimbursement. Lyra is unable to submit claims to a health plan through a non-sponsored company ***** and this responsibility would fall to the member to submit to their primary and/or secondary insurance if they are through a non-sponsored company." I cannot afford to pay these 5 sessions at $280/hour.
    • Initial Complaint

      Date:02/06/2025

      Type:Order Issues
      Status:
      UnansweredMore 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 filing a complaint against Lyra Health and ******************** for their failure to properly manage the medical leave process, causing unnecessary delays that have put my job at risk. Their incompetence has made it extremely difficult for me to submit required documentation on time, despite my best efforts.Issues with Lyra Health:Failed to notify me in a timely manner that their clinicians were prohibited from completing medical leave paperwork.Due to this failure, I was unable to secure an alternative provider early enough to avoid unnecessary stress and potential risk to my employment.Failed to promptly respond to requests for clarification, forcing me to follow up multiple times and causing additional delays.Due to their failures, I now only have one psychiatrist appointment on February 11, 2025just one day before my final submission deadline of February 12, 2025. If any issue arises, my leave could be unfairly denied due to Lyra and ******* administrative incompetence rather than my own actions.I Am Requesting the Following Actions from Lyra Health:? Written confirmation of Lyras official policy regarding medical leave documentation.? A written explanation for why I was not informed earlier that Lyras clinicians were not permitted to complete leave paperwork.? A response by the end of the day on February 6, 2025.These delays and lack of transparency are completely unacceptable. I expect an immediate response from Lyra Health and ******************** addressing these concerns and confirming how they plan to improve their handling of medical leave cases moving forward.
    • Initial Complaint

      Date:12/10/2024

      Type:Service or Repair Issues
      Status:
      UnansweredMore 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 employer provides free counseling sessions through ************************* I attempted to utilize these on 11/20/24, but was unable to register to even access the sessions. I contacted ********** Navigators who attempted to register me over the phone, but were unable to figure out how. Every time I attempt to log in to use the service I see their Oops page, even following all of their recommendations. The Care Navigators never seem to be communicating with anyone, they just repeatedly say I will escalate your concern with IT. When I ask to be transferred to IT, they either hang up or say that they are unable to do so and unable to state why. Their IT department (or someone claiming to be IT) has sent four different emails asking me to wait 1-2 more business days and thanking me for my patience.
    • Initial Complaint

      Date:12/08/2024

      Type:Billing Issues
      Status:
      UnansweredMore 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 emailed Lyra to get a records question answered. They set a time that they would call me. When they called I spoke with a representative for a couple minutes about my records question. Several days later Lyra starts claiming I have to pay $30 dollars for the phone call. I was never told that calling and requesting information would get a charge on my ***** I removed the card number from there account so they could not collect it and would like them to stop harassing me about it.Thank you
    • Initial Complaint

      Date:10/21/2024

      Type:Order Issues
      Status:
      UnansweredMore 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 filing a complaint regarding the partnership between Lyra Health and ********** Blue Shield of Michigan (BCBSM). When I signed up for therapy services through Lyra Health, I was informed that they would be processed under a co-pay arrangement per my *************** plan. However, I recently discovered that these services have been applied to my deductible instead, resulting in significant financial hardship.This miscommunication has not only caused financial strain but also affected my ability to continue care. Had the claims been processed within 30 days, I could have made informed decisions about my treatment and finances.Details of the Dispute:Service Dates: 3/26/2024 to 9/24/2024. Lyra Health submitted 25 claims between 9/6/2024 and 9/9/2024, six months after services were rendered instead of 90 days.Amount: $5,172.00 (I have not paid the business yet)Commitment: Lyra Health promised co-pay arrangements for services per my insurance policy and submit claims in a timely manner. Six months is unreasaonable.Nature of Dispute: A six-month delay in claims submission led to my discovering the services were billed to my deductible rather than co-pays.Attempts to Resolve: Despite claiming timely submissions, I have evidence of a six-month delay, and Lyra has been unresponsive to my attempts to resolve this issue.Lyra Health clearly stated that services would be under a co-pay arrangement, which misled me and contributed to my financial distress.
    • Initial Complaint

      Date:10/08/2024

      Type:Order Issues
      Status:
      UnansweredMore 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 told by my provider that I needed to book a psych evaluation through Lyra. At this time it was said that there MAY be a charge, but as the benefit states, I have ********************* covered. As I did not receive medication, a diagnosis, or any real benefit, and I was made to believe this was a necessary service, I should not have to pay the ridiculous $370 fee that Lyra is asking for.
    • Initial Complaint

      Date:08/27/2024

      Type:Sales and Advertising Issues
      Status:
      UnansweredMore 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 complaint is with Lyra Health, which advertised and promoted 16 "free sessions" with providers in their mental health network. We arranged a few sessions with one of their recommended providers, a psychiatrist, to meet with our teenage son, who was undergoing some difficult times at school. What Lyra did not provide or disclose anything about, however, is that there is a difference between a therapist and a psychiatrist in terms of coverage, even though they lumped the two categories together when they recommended providers. Not once did they disclose that psychiatrists are not, in fact, part of their 16 "free sessions." We were billed for 100% out-of-pocket expenses for a 30 minute session with a recommended provider. We were shocked that they told us AFTER the sessions that psychiatrists are NOT within their 16 "free sessions." We find their practice to be misleading, deceptive and unethical, and would advise others to tread carefully when dealing with them.
    • Initial Complaint

      Date:07/15/2024

      Type:Order Issues
      Status:
      UnansweredMore 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 employer provides employee assistance program counseling services (6 sessions) through Lyra Health. I sought services through Lyra Health for my severe mental health condition(s). During my initial session with my provider, I signed an agreement that listed the rates for services rendered ($185 per session). I utilized the Lyra benefit and continued care after the completion of my employer-provided sessions. Once Lyra began submitting claims to my medical insurance carrier (UHC), I noticed a discrepancy between the rate my provider charges vs what Lyra was submitting for reimbursement to my insurance company. **** submitted claims to my health carrier for $205 per session. I reached out to **** and was told that they are marking up the services in the amount of $24 per session to cover "provider network maintenance, clinical quality reviews, outcomes assessments and analysis, and claims processing". They stated that this administrative cost is agreed to between my employer, but charged to the member. **** also stated that they do not proactively share this information and that they only disclosed this because I reached out via email for clarity on the discrepancy between my provider's rates and what I am being billed. The further stated that they would only proactively share this fee if a member reaches out directly to inquire about the cost of continuing care. I have asked to appeal with **** several times but they keep saying there is nothing they can do. I am frustrated and do not feel this is ethical business practice.
    • Initial Complaint

      Date:04/10/2024

      Type:Service or Repair Issues
      Status:
      UnansweredMore 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 having issues with lyra health’s records department. I need my attending physician statement sent to prudential via the fax number Fax: ***** ******** attn Nanci ***** Claim #: ******** 
    • Initial Complaint

      Date:10/11/2023

      Type:Customer Service Issues
      Status:
      UnansweredMore 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 several health therapy online appointments with a Lyra provider through the Lyra online app this year starting in April. I have medical insurance, Anthem, which includes a therapist health benefit that should cover a portion of my sessions with lyra. In June or July, my insurance company sent me the explanation of benefits stating that I owe the whole portion to be paid by me, out of pocket, for my lyra seasons. The reason I am being charged is because Lyra incorrectly ****ed my insurance company, Anthem. If lyra had ****ed anthem correctly, I would only have to pay a copay and anthem would cover a portion of the charge. I reached out to Lyra on **************************************************** their ****ing department. I havent gotten any response in 4 months. I called and emailed them for 4 months since July, and it is October. I am still being charged full charge of my sessions and I am concerned those ****s will be sent to the collections department without any resolution. **** ****ing refuses to acknowledge that I have submitted several request for ****ing to assist with this issue and refuses to **** **************** correctly so that I may use my insurance benefit.

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