ComplaintsforLifeStance Health

Mental Health Services

Current Alerts For This Business

Pattern of Complaint:

BBB files indicate that this business has a pattern of complaints. Specifically, consumers allege in their complaints to BBB they are being charged for services that should have been covered by their provided insurance. These consumers advise that their insurance is verified before the services are received from the business yet the consumer is billed. Consumers also allege having issues when working with the business on correcting the billing issues. Lastly, consumers claim to have a difficult time getting in touch with the business at their advertised phone number. On 10/24/2022, BBB submitted a written request to the business encouraging them to address the pattern of complaints.

On November 19th, 2022, the business responded to BBB's letter outlining the pattern of complaints with their plans to eliminate the pattern by providing better customer service, implementing a call center specifically for patient billing inquiries . Lifestance states verification of benefits does not guarantee coverage of payment for services. The business attempts to work closely with patients and their insurance companies to resolve any billing issues. BBB continues to closely monitor the complaints concerning this business and their effort to improve and reduce future customer complaints

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Initial Complaint
07/06/2022
Complaint Type:
Product Issues
Status:
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.
I am being charged a 200$ no show fee for an appointment that was never confirmed. I never consented to a no show fee. I never even knew I had an apple because their system sent reminders to my email spam folder after I specifically asked for text reminders.
Business response
07/11/2022
At LifeStance Health, **** (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 ****, 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 **************.

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
07/05/2022
Complaint Type:
Service or Repair Issues
Status:
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.
An appointment was scheduled and canceled on 05/15. The ****** deposit was removed from my credit card. On 05/17 I canceled the appointment. I requested a refund. I have received no refund, made contact several times, sent emails, left phone calls, and still no refund. I never attended an appointment and was informed the card would only be charged after my appointment, there was just a hold on the card. NOT TRUE. I want my money back as I had to go somewhere else.
Business response
07/11/2022
At LifeStance Health, **** (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 ****, 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 by phone 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
06/30/2022
Complaint Type:
Billing Issues
Status:
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.
This is my second complaint against this business. They do not return emails or phone calls as a policy, and just send out incorrect bills. I have been working with them for over 7 months to correct our account and they still havent billed the insurance correctly. Their policy is to send you to collections instead of responding to a portal message or voicemail. They should be shut down by the ********************** for fraud, which is my next call.
Business response
07/06/2022
At LifeStance Health, **** (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 **** ****************** 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 Compliance Team by phone 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
06/29/2022
Complaint Type:
Product Issues
Status:
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.
My daughter had a virtual appt scheduled for 5-16-2022. She was in the waiting room for over 30 minutes when I called the main office and got the answering machine that the office was closed. I called the next morning and the office advised they didn't know what happened. Several days later I receive a **** for services. I called, advised the dr never showed up to the virtual appt and they advised they would have this reviewed and corrected. Just last week I received another email stating I had an unpaid balance for this service. I have called multiple times and no one answers the phone, I have sent emails via their patient portal, back when this happened and again last week, no response. I want to ensure my insurance didn't get billed and I want this **** removed ASAP as I am not paying for a service not provided.
Business response
06/29/2022
At LifeStance Health, **** (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 ****, 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 by phone 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
06/24/2022
Complaint Type:
Billing Issues
Status:
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.
I have two issues that have not been resolved and I am unable to contact anyone from their billing department.1. My insurance company recognizes them as ****************** Services, but they changed their name to Lifestance Health and **** under a different name. Because of this my insurance company no longer considers them in network. According to HAP it is an issue on Lifestance's end, but has still not been resolved.2. I was billed for 2 co-pays that I paid 2 months ago via check (which was cashed), but still show as no payment.I have attempted to contact their billing department multiple times. I have left voicemails, messages in their patient portal and talked to members of the company outside of the billing department. For 2 months I have tried to contact them and have not been able to talk to someone in billing and have yet to receive a call back from any of my messages.
Business response
06/29/2022
At LifeStance Health, **** (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 ****, 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 by phone at ************ or by email 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
06/21/2022
Complaint Type:
Billing Issues
Status:
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.
I have been trying to contact Lifestance to inquire about billing because I received a letter from **************************** indicating a balance due for "unpaid" sessions. Three out of eight sessions were sent to my insurance provider and some adjustments to the final amount were made. I would like to speak with a billing representative from Lifestance to ask why some of the bills for visits were NOT sent to my insurance company and why the charges for some of the visits were higher? I have called three times in the last month and have been placed on hold every time; today for 45 minutes. I have also left two messages and have NOT received a call back. Meanwhile, interest is accruing on the unpaid balance. I would appreciate any help you could give in resolving this issue.
Business response
06/22/2022
At LifeStance Health, **** (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 ****, 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 Compliance Team by phone at ************** or by email 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
06/21/2022
Complaint Type:
Billing Issues
Status:
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.
I was using ********** center of ******, ************** to be specific. This was regularly scheduled appointments every 3 or 4 months. ************** knew my insurance was expiring and was not to set any more appointments. I was then billed for missed appointments. I called them and they said they would remove the charges as I was correct per ************** and was an oversight on his part. Here we are 2 1/2 years later and apparently they sold to lifestance and lifestance is under the impression that money was still owed. I've tried to contact them 7 times with no reply, other than the collection agency they sent this to. The bbb is my last resort as now I have 2 charges in collection and they say they will give me a 20% discount on money I'm not supposed to owe, while lowering my credit score in these already difficult times. Please help facilitate communication from this provider who was NOT my provider.Thank you
Business response
06/22/2022
At LifeStance Health, **** (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 ****, 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 Compliance Team by phone at ************** or by email 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
06/14/2022
Complaint Type:
Order Issues
Status:
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.
I sought and obtained services from this company. I provided the billing department with my *** codes, provided by my insurance, to pay/cover directly for the sessions that I was attending. However, the billing department did not **** using the *** codes, despite multiple attempts to address this issue including re-providing the *** codes and providing them with my insurance company contact information for them to follow up on their own as well. Nothing was done by the billing department in order to address this, resulting in bills now being sent to me that should have been covered by my insurance. Now they are threatening to send the bills to collection, despite the issue being billing on their end and now the timeline to file for payment through *** being expired. This lack of due diligence, care, and responsiveness is now resulting in a great deal of financial and mental stress, the latter of which is why I sought their services in the first place.
Business response
06/22/2022
At LifeStance Health, **** (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 ****, 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 Compliance Team by phone at ************** or by email 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
06/10/2022
Complaint Type:
Customer Service Issues
Status:
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.
In February of 2022 I received an email saying I was receiving a refund. I called the office to ask how much and was told around $180. They said it would be in the mail soon. By March I had not gotten it so I called and was told that the billing department was behind and I'd get it in April. It was the same in May. They tell me they can see the refund was issued but that's all. The number to the billing department never answers or returns messages.
Business response
06/15/2022
At LifeStance Health, **** (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 ****, 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 Compliance Team by phone at ************** or by email 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
06/09/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I originally began working with Life Stance in April of 2021. I made an appointment to meet with a psychologist and was subsequently charged over $600 for the appointment. Life Stance stated that my insurance would not cover this, but my insurance stated it was paid in full. While I argued with Life Stance that I did not have to pay such a ****, I spoke with someone directly and cancelled a secondary appointment because of their horrible business practices. I was told I would not be charged a late cancellation fee given the situation. After much debate, Life Stance agreed that my insurance did in fact cover the appointment and negated the ****. In may of 2021 I was issued a late appointment cancellation fee of $57.50. Then, in April 2022 (over a year after working with Life Stance) I received a **** for $23.79. For both of these, I have called at least 20 times, waited for hours on hold, asked for a call back, written messages through your website and I have not heard ONCE from them. I have had to pay these to avoid a negative impact to my credit. This is completely unacceptable. I am now requesting a refund in the amount of *****. If I do not hear from Life Stance through BBB, I will have no choice but to file a civil lawsuit against the company and complaints with the MA and AZ Attorney Generals.
Business response
06/09/2022
At LifeStance Health, **** (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 ****, 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 Compliance Team by phone at ************** or by email 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.

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