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Business Profile

Psychotherapist

Lifestance Health

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Psychotherapist.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/20/2024

    Type:Billing Issues
    Status:
    Unanswered
    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.
    Incorrect account balance of at least $1350.
    I have previously called to resolve this issue in November of 2022.
    I did not receive a reply or response until 12/07/2023. My account balance was adjusted and I did not receive another statement until June of 2023. It was my understanding my balance was correctly adjusted. In January of 2024, $1350.00 was re-added to my account.

    The issue regarding the 2022 insurance deductible is a result of inaccurate information provided lifestance staff. Their billing dept informed that Mr. ****** was covered by my insurance.
    During the year of 2022, I was also charged a copay, which I paid. If my insurance did not cover my appointment, I would not be required to pay a copay. This is inaccurate and misleading billing.
    Furthermore, there was no attempt to contact my insurance or bill until the end of 2022. My first appointment was in October. If I was timely informed my counselor was not covered, I would have asked for a provider in network.

    Instead, I was led to believe Mr. ****** was covered, paid my copay, and then received a $1350.00 statement in the new year.

    My last paid statement was received in 11/15/23 before these charges were added. I am requesting this be adjusted. Also, during the 2023 year, my hospital's insurance added ***** and my provider was added to my network.

  • Initial Complaint

    Date:10/09/2023

    Type:Billing Issues
    Status:
    Unanswered
    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 began going to the Lifestance Health (LSH) branch in Bloomington IL in October of 2022 for mental health services. Since my very first visit, I have had issues with their billing. After I stopped services in April 2023, I was charged out of pocket for two visits totaling $452.78. LSH blamed my insurance so I called to get clarification. My insurance agent then sent my explanation of benefits (EOB) over to LSH to show that I was only supposed to pay a $20 copay/visit per their contract with my benefit supplier - no more, no less, no extras. It took about a month to get my $452 refunded. From this situation, my agent realized that my billing was incorrect from the beginning. LSH told me when I began services that I needed to pay a $300 deductible, which was false according to the EOB’s . I was charged random amounts in addition to my $20 copays between Oct 22 and Feb 23, some as high as $80 and some as low as $15. They also randomly upped my copays to $22.87 in March w/ no authorization from insurance per their contract. My insurance agent and I have both been attempting to work with LSH to get my billing corrected for the entirety of my time as a patient and the money I overpaid back into my pocket since APRIL. LSH has been increasingly difficult and uncooperative. They have literally hung up on my insurance agent, given out wrong phone and fax numbers as well as email addresses when she is trying to send over my EOBs and other important info pertaining to my overpayments, and consistently tells me one thing and her another when asked about the status of the review.

    I am frustrated because they are withholding money that belongs to me and refusing to correct my visits in a timely manner. They are not cooperating with my insurance company who is reaching out on my behalf with important documents to get this issue resolved! This is disgraceful and disgusting as I was a patient seeking MENTAL HEALTH services and this has only added to my mental and emotional stress.

Lifestance Health is NOT a BBB Accredited Business.

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