ComplaintsforLifeStance Health

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  July of 2020 I inquired about seeing a provider at Lifestance and received a quote that insurance covered it 100%. I then saw a provider on 4 times, once in July, twice in August, once in September. I then stopped seeing that provider due to not only did that provider belittle the help I needed but I did not get any better. During this time I provided my insurance information to them to get the quote, then when I filled out the paperwork to be seen then an additional time to the provider when asked. July's visit was sent to my insurance and paid in full. The other three were then billed to me. I reached out to the billing team on multiple occasions explaining that I no longer had the insurance card, but if needed I needed to try and get the information I would. I was told on more than one occasion that they would look into, then never recieved a call back or was told it would be taken care of. Then this last time I spoke with someone named Connie and she was completely out of line and I have never been treated in the way I was. Not willing to hear what was going on she simply said it was my problem I never provided insurance and it's too late to bill at this point so I was going to have to take care of it. I then explained to her that I did provide insurance and she stated they had no record of that and again it was too late to bill so I am responsible. I then responded said I was not responsible, they did not bill insurance and that was on them. She then said sorry but we don't have record on that. So I then search from proof which I found. Then called again on Wednesday Dec. 1st, 2021 and didn't revied a call until Monday Dec. 6 by the same woman I spoke with before. She then said she didn't call back because she sent it to her supervisor. I asked to speak with the supervisor, she refused, I then requested to be sent to her supervisor's voicemail, she refused. I said I was being harrased and said I need this resolved or I would contact BBB, she then hung up on me

  Business response

  12/09/2021

  Hello,

  Thank you for letting us know about this experience. Although we are precluded from responding in any way that would confirm or deny that an individual is a client at LifeStance we are exceptionally appreciative of feedback, both positive and also that which reflects that our communication (or other) processes may have fallen short. I am sorry this seems to have been the experience here. Thus, we are outreaching the complainant to share that we are assigning a point of contact for her to work with to resolve the issue.
  
  We are deeply grateful for the opportunity to receive this feedback and value reaching a resolution. 
  
  Sincerely,
  *** ******

  Customer response

  12/10/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received an abnormally high bill for my appointments at this office and it has been impossible to reach anyone to get it cleared up. Rather than being billed for each visit, I was just sent a bill for multiple visits. I was able to get in touch with the billing department and learned when the practice switched companies they began charging for the time of your session, so some of my appointments were being billed twice the amount. No one ever notified me of this change or that the time of sessions were being recorded. We could have been scheduling my next appointment at the end and caused the time to go over. The woman in the billing department even admitted to me that no one was notified of the change and the company just started charging people double. I have been calling for over a month and cannot get in touch with anyone again. In the past I have received multiple wrong bills from the company as well, and they charge my insurance under multiple different names. I have moved states and am no longer seeing the practice, which is why I have been working so hard to get this issue resolved. I want to close out my account any pay any outstand balance, but I am not paying for something I shouldn't be charged for. I have called every number they have and get a voicemail that says they call back 24-48 hours. Have yet to get a call back and I have called for weeks straight. The last I spoke to someone in the billing department she said she'd call back the next day, it has now been over a month. Last week I called the normal office and she said she would try to escalate the issue and get back to me, and of course I never heard back.

  Business response

  11/19/2021

  
  ******** *** ****
  Written Response to Complaint # ********
  To Whom It May Concern:
  
  At LifeStance Health, Inc. (“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.
  
  As part of LifeStance’s routine process when new locations are acquired, patients who are currently been seen by a provider at an acquired practice, receive notification of the name change and what they can expect through the change. The notification of the change to LifeStance or an affiliate of LifeStance, also includes FAQs and addresses the changes a patient may experience with billing and how there may be changes in with specific services and coverage.   
  
  In the event our patients experience difficulties with any of the bills or statements they may receive, our receptionists, Intake team and Billing Department 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 1-800-308-0994 or by email at [email protected].  
   
  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.  
  
  *************************End of Response****************************
  
  If you have any questions or need anything else, please let me know.
  
  Thanks,
  *****
  
   
  
   
  ***** ******
  VP, Compliance
  LifeStance Health, Inc.
  (e) *************************** 
  
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  Customer response

  11/19/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  10/25/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  (Complaint taken over the phone by *********, **** H363137**3238313831H staff, LST, on 10/25/21.)***Consumer had questions about a 06/22/21 invoice and has made numerous unsuccessful attempts at contacting company both via phone and their patient portal. Recently he also left a phone message with their ombudsman with expectation of a return call within 48 hours but his call was not returned. Consumer&#**;s insurer, Humana, attempted to intervene on his behalf but experienced the same result.

• Initial Complaint

  08/18/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  They cancelled appointments--and then proceeded to **** me. They are destroying my credit.I spoke to a rep who explained my daughter could not set up an appointment out of state--so they cancelled her appointment.Then I started getting bills.It needs to stop and there is absolutely no way to reach the company.I feel like its a scam.

• Initial Complaint

  08/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi, first email will be the best way to contact me this is just my work number in case of emergency and I'm not always there but I can talk today after 10:30AM. Over 2 years ago I was a patient at child and family psychological services (CFPS). I had canceled my final appointment with them and was charged $70 which I had paid at the time. The only copay I ever had to pay with my insurance was $30. I had never heard from them or never received anything in the mail-just an occasional newsletter in my email. About 4 to 5 days ago I received an email from somewhere called Lifestance health. Apparently CFPS is now Lifestance, and they're claiming I owe $164 over 2 years later. The woman I spoke to said that I was charged a no show fee of a $140 which seems incredibly high for me which it was never that much when I was there. Also, I already paid everything I owed. It seems very strange to me that after such a major pandemic and after TWO years of me not being there suddenly I owe $164.

  Business response

  08/20/2021

  LifeStance Health is dedicated to providing excellent and compassionate patient care.  Patient satisfaction is our highest priority.  In the spirt of customer service, we have reversed these charges.  Please don't hesitate to contact us with any questions or concerns.

  ***********************

  Executive Director

  ********************

*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. ↩