ComplaintsforLifeStance Health
Current Alerts For This Business
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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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/16/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
After researching dozens of therapists, I found a group that was accepting new clients. I called a number that instructed me to go online to book an appointment. I was able to book a next day appointment to see a therapist, however after booking the appointment I realized I was not able to keep the appointment and needed to cancel. The company has a cancellation fee if appointments are cancelled within 48 hours of the appointment. I called to reschedule the appointment and was told that I would be charge a $175 cancelation fee. I went on Yelp to find that my exact same scenario had been reported by numerous other patients.Business response
04/21/2022
April 21, 2022 Written Response to Complaint # ******* To Whom It May *************** and State privacy laws prevent us from discussing specific patient information, including billing. Therefore, our reply is based solely on the practice's billing policies and terms of service.Our patients' experience with our practice is very important to us, we are continually working to improve patient communication and we strive to resolve issues in a fair and timely manner.Our patients are required to keep track of their appointment schedules and make adjustments in accordance with your 48 business hour cancellation policy. Our patients must cancel or reschedule an appointment within 48 business hours of the session to avoid a late-cancellation or no-show fee. For example: If an appointment is on a Monday at 1:00pm, the patient would need to contact the office by 1:00pm Thursday the week prior in order to cancel the appointment to avoid incurring the late-cancellation or no-show fee. Reminder emails are sent to the patient 24 hours ahead of a session as a courtesy. This cancellation policy is agreed to at the time of registration and is stated on every confirmation and reminder email sent to our patients. This policy is acknowledged and signed by the patient on their registration forms before they are able to schedule any appointments. Our receptionists, Intake team and ****************** are all available and accessible from 8:30AM - 5:00PM on Monday through Friday. Over the weekends and after hours, we have a voicemail answering service.Sincerely ****** M *************** Coordinator ************************************************************************************* **** *************, ************************************************************ ************************************************************************************************* Phone: ********************* Fax: ************Initial Complaint
03/16/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
After researching dozens of therapists, I found a group that was accepting new clients. I called a number that instructed me to go online to book an appointment. I was able to book a next day appointment to see a therapist, however after booking the appointment I realized I was not able to keep the appointment and needed to cancel. The company has a cancellation fee if appointments are cancelled within 48 hours of the appointment. I called to reschedule the appointment and was told that I would be charge a $175 cancelation fee. I went on Yelp to find that my exact same scenario had been reported by numerous other patients.Business response
04/21/2022
April 21, 2022 Written Response to Complaint # ******* To Whom It May *************** and State privacy laws prevent us from discussing specific patient information, including billing. Therefore, our reply is based solely on the practice's billing policies and terms of service.Our patients' experience with our practice is very important to us, we are continually working to improve patient communication and we strive to resolve issues in a fair and timely manner.Our patients are required to keep track of their appointment schedules and make adjustments in accordance with your 48 business hour cancellation policy. Our patients must cancel or reschedule an appointment within 48 business hours of the session to avoid a late-cancellation or no-show fee. For example: If an appointment is on a Monday at 1:00pm, the patient would need to contact the office by 1:00pm Thursday the week prior in order to cancel the appointment to avoid incurring the late-cancellation or no-show fee. Reminder emails are sent to the patient 24 hours ahead of a session as a courtesy. This cancellation policy is agreed to at the time of registration and is stated on every confirmation and reminder email sent to our patients. This policy is acknowledged and signed by the patient on their registration forms before they are able to schedule any appointments. Our receptionists, Intake team and ****************** are all available and accessible from 8:30AM - 5:00PM on Monday through Friday. Over the weekends and after hours, we have a voicemail answering service.Sincerely ****** M *************** Coordinator ************************************************************************************* **** *************, ************************************************************ ************************************************************************************************* Phone: ********************* Fax: ************Initial Complaint
01/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
company is disgusting! went to florida behavior health office back in dec 2019. i have just moved and needed my insurance paper filled out to continue my coverage.i called around and explained the sitution and they agreed to do it no problem! it took these people 6 months! to fill the paperwork! called EVERY SINGLE WEEK TO GET IT DONE. 6 MONTHS! for one piece of simple paperwork!!!! absolute NIGHTMARE. so i did not get my insurance back because it was late! they refusd to apologize or refund me! a women told me she wouldnt refund me but she would speak to the insurace to refil the paperwork. i told her it was impossible but she said that she had spoken to the insurance and they said it was ok. i know she was lying because I WAS actually speaking to the insurance aswell and they said nothing could be done because i was already 6 months off the insurance. i gave it a week and i told her that i didnt recieve the paperwork in the mail saying the insurance had recieved the info and was going over it. she quickly said, OH WELL IF THEY DENYIT THATS NOT OUR FAULT. i once again told her she was lying because i had even called the insurance before hand and they said her calling to do this would be impossible as my case was closed. so she straight up lied. i continue to try to reach people who block me and never called back. the last person i spoke to just says the same thing like a robot. "that the paperwork had been sent in jan. and that my paperwork was dated aug so iwas the one who messed up NOT THEM. even tho i explained to her that i had just moved and the insurace gave me till dec! i told her i would send her the paperwork and get the insurance to call because they have all this recorded but she just said the same thing again and again. completely AVOIDING the evidence i have! these people have given me SO MUCH GRIEF and they are supposed to be there to help. save your mental health and dont go to these abusive MANIPULATIVE people who make things up! whenyou have PROFBusiness response
01/20/2022
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.
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
11/14/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was billed $110.00 for a service I was told should be $25.00. I reached out via voicemail two times to lifestances billing department and per the recording I would hear back in at least 48 hours. I did not. I also sent 5 emails through the customer portal regarding the issue. My prescriber told me that it was $25 to switch medications without an appointment and I confirmed it was ok to **** me that amount. I was billed $110.00 for the service erroneously and the office will not remove or correct the charge to my account.Business response
01/20/2022
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.
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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Customer Complaints Summary
137 total complaints in the last 3 years.
8 complaints closed in the last 12 months.