ComplaintsforLyra Health, Inc.
Health and Wellness
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Complaint Details
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Initial Complaint
08/27/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
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
07/15/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
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
04/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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
10/11/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
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.Initial Complaint
08/30/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I received a lot of difficulty with the ********* team in my time since unemployment. I converted my plan to Cobra to continue my coverage. My therapist canceled my appointment on August 16th, without asking me, after being contacted by billing regarding a concern. She should not have done this. On August 18th, I received an email from eligibility saying there was a technical error and that I am, in fact, eligible.If I am on the hook for a $480 COBRA premium, I will be paying this without even having received care for the month of August. This is a huge financial liability, which comes yet with a lack of care. On August 30th at 13:12. I called the Care number provided to me in the aforementioned email and the agent was condescending and unhelpful. I have spent the month running in circles with the Care team, who have constantly told me contact HR, from a company who wants nothing to do with me and obviously is not in any place to want to help me, despite me telling Lyra that I have contacted HR and both my therapist and HR are telling me to contact you. I am tired of running in circles and want an explanation.Initial Complaint
04/16/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 11/26/22,12/3/22, 12/10/22, 12/17/22, and 1/07/23, I met with ********************************* for sessions I was informed by Lyra that were covered under the 16 free sessions that I received from my employer.Unfortunately, that wasnt the case, and now Im being charged a large sum of money that I dont have the means to pay, as I would have never rendered those services if I wasnt deceived by a Lyra rep.To resolve the problem, I have been emailing back and forth with ****, whos a rep from the billing department, and I havent received a response from her since 3/12/23. I will attach a screenshot of my conversation with the Lyra provider **************** who also confirmed my eligibility (you can cross-reference the number on the Lyra website), as well as my benefit eligibility page.I kindly ask for help resolving this matter.Best regards,-WaleedInitial Complaint
03/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I was using this company to get therapy via virtual appointment. When it was time for my appointment on February 23rd, the app kept shutting me out as did the website. I had no way to communicate that I was experiencing technical difficulties. I needed up getting charged a no show fee. I was finally able to reach out to the therapist, who gave me a link to request a refund. I filled out the form and have yet to get a reply. I have also reached out since then but no reply.Initial Complaint
12/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On November 30th, 2022, I was scammed in the amount of $4,900 by a person or company posing as Lyra health. I interviewed with the company on November 28th, and was told I was hired for one of the various job position they had available. They told me they would issue a check so I could set up a home office and get started right away. They issued a check and it arrived Nov 30th, 2022. They had me deposit the check in my bank and send two deposits to a vendor on CASHAPP and Apple Pay. I have been unable to get this resolved and my bank, *********************************************** is holding me 100% responsible for repaying the funds since I am unable to get a refund from CASHAPP and Apple Pay. I have yet to contact the actual company, Lyra Health, about this dispute. But I did contact local law enforcement and they too have told me its nothing they can do. Please help me resolve this! I have attached the necessary information below which consists of the check, police report, and all contact information I have from the people who scammed me.
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Customer Complaints Summary
8 total complaints in the last 3 years.
4 complaints closed in the last 12 months.