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

  4800 N Scottsdale Rd Scottsdale, AZ 85251-7630

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  LifeStance Health

  1032 N Lincoln Ave Loveland, CO 80537-4989

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  LifeStance Health

  1 Lumber Street, Hopkinton, MA 01748

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  LifeStance Health

  10 Morrissey Drive Putnam Valley, NY 10579

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  LifeStance Health

  101 Main St Ste 201 Medfield, MA 02052-1407

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:11/15/2024

  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.

  Lifestance is NOW seeking money for services that were covered for insurance. These services are dating back to early 2023. My ************************************ covered and my insurance was verified before receiving the services.

  Business Response

  Date: 11/20/2024

  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: 12/03/2024

  To whom it may concern, I never responded to the complaint because the company did not include anything other than they were looking into it. It is definitely not resolved.
  

  Business Response

  Date: 02/14/2025

  I wanted to provide you with an update and let you know that we believe this matter to be resolved.
  
  Message was sent to insurance collections. Claims were re-billed to insurance on 11/15/24 and 11/18/24.  Patient was called and a voice mail was left to let him know. The current patient balance is 0 until the claims process.

• Initial Complaint

  Date:11/13/2024

  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.

  I have two Special needs sons who have been patient with lifestance health for years now. I have a $400 bill for one of them for neuropsychological testing that was done. I paid hundreds of dollars upfront and then they tacked on that bill at the very end, irresponsibly and unethically, but the testing is already done, What can I do. Now my older son needs his prescription insurance information changed, I have called four different times, sat on hold for over a half hour each time, left multiple messages which days later have not been returned. My son is behind with his prescriptions and he takes daily medication, what am I supposed to do when he runs out and I cant get anyone on the phone? Should he suffer with withdrawal symptoms because nobody at your practice wants to do their jobs?One of my sons providers left abruptly and he needed another. Had to do a whole referral process, took multiple calls to get someone on the phone and then had to choose a extremely inconvenient intake appointment even though this was not of our control and hes a standing patient of the practice for over a year. The whole process took so long that he almost ran out of his daily medication, Yet they never forget to call me to remind me that I owe them $400. Absolutely disgusting and distasteful, you have made enough money off of my children to at least return a phone call about their insurance before you harass me over a bill that you slapped on deceitfully.

  Business Response

  Date: 11/25/2024

  We appreciate you notifying us of this concern.  We apologize for any delay and hold times you faced.  We take all complaints very seriously and are thankful for 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 operations & billing department is actively reviewing this concern.  A representative reached out to further assist.

  Please do not hesitate to reach back out via ************************************* for additional questions or concerns.

• Initial Complaint

  Date:11/11/2024

  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.

  My therapist switched practices to one under Lifestance's umbrella. As her hourly rate had been around $45 per hour, it was my understanding that it would stay the same. I had two hour-long sessions with her (in Nov and Dec 2023), for which I paid $48.15 and $62.76. I assumed that covered everything. A couple months later I got a bill for "the remainder" of both that totaled $443.63!! I contacted my therapist and she said she only got paid $45 for each of those sessions. When I try to call it takes ***** min to get through and the lady never seems to have a clue what to do. Thankfully I have not been charged yet, but as this is an "overdue debt" it's going to go to collections and affect my credit report. I just want it dropped.

  Business Response

  Date: 11/21/2024

  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 has reviewed this concern and a representative has reached out.  We were not able to speak with you but they provided a detailed messaged.

  Thank you again for taking the time to reach out and we hope we can continue to work with you to resolve this matter.  Please feel free to call the escalation number provided in the voice message.

• Initial Complaint

  Date:10/31/2024

  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.

  (*********************************************************************************During my last appointment with my psychiatrist, upon my request of paperwork for her to fill out, I was instructed to send the paperwork to ********************************** and to give my psych 30 days to complete it. This was on October 7. On October 15, I reached out to the office to ensure that documentation was received. I was then informed that it was never received, and that I needed to send it to a different email, ******************************************* I followed the instructions from the ************, over two weeks later, I called the office again to ensure that it was received. They confirmed that it was received, but it was never uploaded, and no one knew it was received! So the person I was on the phone with uploaded it for me and sent it to my psych and my therapist. Due to this mishap, and considering that I have an incoming deadline, I asked if there was any way this could be expedited in order for a timely completion. I was told that they will have it ready in 7 - 10 business days. Then, they tell me FOR THE FIRST TIME that it will cost $100-$150 for them to fill the paperwork. I was not informed of any charge this entire time.They did not properly inform me or operate efficiently, and now I have to bear the cost of a rushed time and over $100. Because they don't have a customer service line, I resorted to sending an email to their General Inquiries line. I don't even know how to certainly file this complaint with them.

  Business Response

  Date: 11/07/2024

  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 and Clinical leadership to ensure a thorough review is conducted.  After the team reviews, a representative will be in contact shortly.

• Initial Complaint

  Date:10/31/2024

  Type:Sales and Advertising 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 02/26/2024 I received a statement from Lifestance stating that I owed $825.30 for 8 different therapy appointments I had in 2023 between the dates of 09/13/2023 and 01/03/2024. For every appointment I had with LS, I paid $77 out of pocket. I called LS about this $825 bill and they said they would reduce it to 50% if I paid outright. I received no further information about what the 50% discount was or how to get it, but I paid $510.30 through their portal, which gave me no receipt or explanation of this change from $825.30. On 09/24 I received a second EOB and statement for dates 11/08/24 and 11/20/24 for over $500. My insurance said I had already paid $77 for each appointment so the actual bill should be at $374. The patient portal says I owe $394 without explanation as to why owe $20 extra. LS claimed that my deductible hadn't come through for those days. However these claims were previously paid for on my last bill, which I paid in April 2024. I don't understand why I have to pay for the same two days again, almost a year later. Every time I call Lifestance or Anthem, I get a different answer as to why I'm being billed this much, and both times I've been told that it won't happen again. I don't want to pay another $394 when all of the amounts I have been given are inconsistent and unexplainable. I want a clear explanation of charges and a proper billing adjustment. I will not be using Lifestance for any further service.

  Business Response

  Date: 11/14/2024

  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. A team member from our billing department called, as they would like to further assist with reviewing the concerns.  Please call or provide a time that works best for you, and we will be sure to reach back out.

• 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.