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
08/23/2023
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 scheduled an appointment on 8/22/23 for 8/23/23 at 5:30 PM and then found out about Life ******'s predatory billing practices and am not sure if they actually accept my insurance as their website was misleading. I called to cancel the appointment on 8/23/22 and was told there would be a $75 cancelation fee for not canceling within 48 hours. I made the appointment less than 24 hours before calling and so could not have cancelled within the 48-hour window. My complaint is the fact that there was no notice of the $75 cancellation fee until I called to cancel and I could not have cancelled with over 48 hours notice. This business has been very misleading and their billing department has not answered their phone or returned my calls.
Business response
08/29/2023
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.

In the event our patients have questions regarding their bill, 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 East: ************. Midwest: ************. West: ************** Pacific NW: ************

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
08/22/2023
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.
It is 8/22/23 and I have an appt on 8/24/23. Yall do say notify within 48 hrs or longer to keep from getting charged with credit card on file correct? So i haven't visited this practice yet because of the forms i read. I started filling them out and got this feeling in my stomach to just not go. Just cancel it. When i first called last week it took no time for someone to answer. I have been calling all morning up to now whole im typing this 1:30 pm to cancel an appointment. I know when something is fishy. It amazes me how all of a sudden u got my information and 2 days before an appt you dont respond to calls. Is this yall way of getting that ****** cancelation fee and no show fee?? I emailed the psychiatrist im supposed to see and advised her via message and for record purposes that they do NOT have consent to charge my card nor do i want to be a patient at their practice. I screenshot this. Im not sure what sneaky stuff yall got going on *** stop messing with people. I got confirmation after I read the reviews . I told her to shred all documents and information that i barely filled out. I did NOT consent once again on form to deduct from my card. You've been warned.
Business response
08/25/2023
LifeStance Health, **** is constantly striving to improve the services we provide, and values all input we receive. As mentioned in our last response, should anyone have questions regarding the specifics of the no show / cancel policy, please call the ****************** 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 ***************** Team at East: ************.
Customer response
08/31/2023
Lol that is not how this goes. Yall know what i wrote and meant. Thats why your business wont excel. Responses like this. I provided more than enough evidence and attachments in this complaint. Like i didnt reach out to yall company. Stop playing games with folks. I cancelled that card in case of funny business and charging my card. Im going to FTC. I see what yall doing to patients.
Business response
09/01/2023
In the event our patients have questions regarding their bill, 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 ***************** Team at East: ************. Midwest: ************. West: ************** Pacific NW: ************
Customer response
09/05/2023
Lol ok. Yall wait to get a BBB complaint to start being responsive. Dont yall use this business. Stay away from it. Find yall better. They are corrupt and steal people money that are seeking there help. Prey on the vulnerable population. Do better. Karma
Initial Complaint
07/05/2023
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 reached out to Lifestance Health in order to see a psychologist to help with my depression and anxiety. Before I ever saw a psychologist I asked multiple times about the charges and was always informed I would get an estimate before the appointment if there were any charges that I had to take care of. I then proceeded with my first appointment and then 2 or 3 more without ever being told of any charges. Then, before my next appointment I get a bill saying I owe over $500 which has now increased to $655 and they charged an additional $350 to my HSA without informing me making me run out of funds on that account. I have reached out by phone, email, etc to be told a number of different things from they needed my health insurance card info which I have sent to them via email 3 times now and provided by phone twice and it would get resolved to telling me it was still processing and then being completely ignored. This started in Feb/Mar 2023 and it is now July 2023 and still have not gotten it resolved making it so that I cannot see the psychologist for fear of additional charges and so that the prescriptions the doctor gave me running out and am now back to having untreated depression and anxiety.
Business response
08/04/2023
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.

In the event our patients have questions regarding their bill, 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 East: ************.

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.
Customer response
08/09/2023
This did not in any way resolve my issue as I mentioned I have been in contact with billing and requested the complete statements of my bills so that I may send it to my insurance directly. That was about two weeks ago and I still have not received it.
Business response
08/10/2023
LifeStance Health, **** is constantly striving to improve the services we provide, and values all input we receive. The ****************** is 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 ***************** Team at East: ************. Midwest: ************. West: ************** Pacific NW: ************.
Initial Complaint
04/29/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Lifestance keeps billing a credit card I cannot identify. They should be billing my insurance carrier: ************ **** ********. I have been unable to locate a phone number or call center for billing issues. When I call the main Lifestance number, I am ushered through a voice-prompt menu to what is supposed to be billing: April 18 5:08 PM -- after hours April 26 1:33 PM -- on hold for 25 min 22 sec; no answer April 28 2:51 PM -- on hold for 15 min 20 sec; no answer April 28 3:06 PM -- 1 min 39 sec; no answer April 28, 3:08 PM -- 1 min 25 sec; no answer, call is disconnected The total amount of charges is 4,541.85, so no small matter; I'd like to get the money back! I would like to SPEAK to someone in billing who can investigate for me and resolve this problem. That is all. -******
Customer response
05/02/2023
I want to speak to someone in the Lifestance billing department. I can't get through on the phone. My call is on hold for a long time (e.g., 15 min) and no one picks up. If I could talk to an actual person we could straighten out the problem. That's it. I saw MANY other complaints of the same nature on the BBB website so this is not a new issue and hasn't been addressed.
Customer response
05/02/2023
I want to speak to someone in the Lifestance billing department. I can't get through on the phone. My call is on hold for a long time (e.g., 15 min) and no one picks up. If I could talk to an actual person we could straighten out the problem. That's it. I saw MANY other complaints of the same nature on the BBB website so this is not a new issue and hasn't been addressed.
Business response
05/03/2023
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.

In the event our patients have questions regarding their bill, 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 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.
Business response
05/03/2023
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.

In the event our patients have questions regarding their bill, 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 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
03/06/2023
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.
They are billing me for a late cancellation which I was never notified of this or agreed to. I was only able to get some one on the phone once and was told a supervisor would call me back and never did. Tried calling multiple times and am put on hold for 20 minutes plus at a time before call disconnects. There is no resolution and I just keep getting a bill. This further adds to my mental health issues that I was trying yo seek treatment for in the first place from this place.
Business response
05/02/2023
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 **. 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 ** 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 bill, 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 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.
Customer response
05/02/2023
I am rejecting this response because: when I call I am told I will get a call back and never do or I am transferred to someone else and it just rings, no voicemail picks up. I do not owe this bill, I have never been seen by this company. They have terrible customer service and are not committed to helping people as they claim or they would answer the phone/call people back. The only resolution is removing this bill and they stop sending me letters and emails saying I owe them money.
Business response
05/03/2023
LifeStance Health, **** is constantly striving to improve the services we provide, and values all input we receive. As mentioned in our last response, should anyone have questions regarding the specifics of the no show / cancel policy, please call the ****************** 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 billing office at **************.
Initial Complaint
01/30/2023
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.
The short version (due to character limit in place despite requesting as much information as possible?) Since 2021 telehealth psychiatry through LSH R.G. later **************. Treatment for severe Depression, ADHD, and Anxiety While Unemployed with Family In GA due to covid / mental health allowed reduced fees by both providers. switched provider due to my first retiring / leaving the company. Began to notice inconsistency about amount still owed and appointment costs (generally 15 minute or less check-ins then update prescriptions if applicable.) I "Paid in full" including newly found previous charges several times throughout 2022. Including a final time well after my final apt, to clear any remaining charges before I moved back to **. on 5/23/22 In MN 9/27/22 was mailed new billing statements. Provided info was incorrect in several places. Claimed I still owed 225$ Review of my records and bank statements showed payments well in excess of the listed grand totals of charges before reduced fees. Grand total ******. Claimed to only have ****** My Bank statements showed at least ***** since 7/6/21 paid to accounts listed under their name. 9/27 polite but upset contacted them. Provided information including dates and account numbers, disputed the claim, confirmed they would have recorded the calls where I was told my charges and Paid over the Phone. Was assured situation and dispute would be investigated.
Business response
02/27/2023
Thank you for submitting your concerns and details regarding your experience with LifeStance Health. We strive to provide the highest quality care to our patients to support mental health treatment. Billing and other administrative services are a part of that and we aim to provide the highest quality services in as well. Your complaint has been escalated to our **************** team to review. A billing team member will be in touch regarding findings and potential solutions. We appreciate you expressing your concern and are going to look into what solutions are available.
Initial Complaint
11/03/2022
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 was referred to a psychiatrist at lifestance. She referred me to a counselor for talk therapy. My psychiatry appointments were billed soon after I was seen. I understood that I had not met my insurance deductible and that the price would be in the $200s for the first visit and $100s for follow **** A psychiatrist is a doctor who prescribed medicine and did assessments to diagnosis me with depression, anxiety, and ADHD. I started the counseling appointments figuring the payment would be in the $100s or lower. I never received a virtual or written bill on any of these or the psychiatrist appointments. They simply automatically withdrew the money from my **************** card on file. They then filed ALL of my counseling appointments on 10/11 even though the first one started on 9/20. If I had known they would charge me $307 for a talk therapy appointment I would never have continued the appointments. I have emailed 3 different people, called numerous numbers, left messages, and still cannot get in touch with anyone that will help explain why in the world a doctor charges less than a counseling appointment. I also asked if I could pay the all cash instead of going through insurance and I was told that was way more expensive. I even talked with the counselor and my psychiatrist and both said I should not have been charged $307 for the therapy. While writing this, I received a call back from them. They are claiming I only saw lifestance on 10/11 after my deductible was met and that is the only thing she sees. The picture below clearly shows I was seen multiple times before. Not to mention all of the withdrawals on my credit card from them. I was put on hold for 20 more minutes. She basically says there is nothing I can do but she will tell someone else in billing. I am at a complete loss to do. No one will help me. All this has done is make my depression and anxiety worse. This company is a huge scam, please help me.
Business response
11/09/2022
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 bill, 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 ************.

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
10/19/2022
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.
Lifestance Health has continuously failed to provide adequate psychiatry services. I dealt with them starting in March of 2022, following my discharge from a mental health PHP program. I have been on Wellbutrin since 2017, and Lexapro since 2021. During the period where I was with Lifestance, my meds have mostly stayed the same, with my psychiatrist checking in via appointment periodically. In May, they refused to refill my Wellbutrin, because I did not meet with the psychiatrist-- I only needed a medication refill, as things were going fine with the meds I was on. They did not do this. Again, this repeated in Aug. and Sept/Oct., with my Lexapro prescription. These times left me in physical withdrawal of the psychiatric drug, and left me feeling very ill. They refused to refill my meds without an appointment, which feels very shady/just another way to get more money out of me. On top of this, they billed me $450 for missing two appointments due to covid. I was extremely sick and could not get out of bed during this period of time (tested positive September 15, was billed for the 15th and 23rd). I appealed for recompense; they would not give my money back. I am overall very unhappy with this company, and would like to issue a buyer-beware for those requiring psychiatric drugs who deal with this company, and would also like to be compensated for the $450 that I was billed for missing appointments due to covid.
Business response
10/21/2022
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 bill, 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 ************.

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
10/07/2022
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.
Our mother was in Accordius of ***********, she was billed for psychological treatment that she never participated in and did not request. While gathering all our our mother bills for her ******** Application and subsequent approval spoke with LifeStance Billing person who advised that they were ok with the ****************** payment they received and would NOT be attempting to collect the $125.00 nor would it be sent to collections. Yet it appeared on our mothers credit report. I have placed numerous calls to the business and to date not the first return call from anyone to clear this matter **. ** addition, we have sent letters that have went unanswered from the business as well. I am considering contacting ******** to ask for an inquiry/investigation on there part for fraudulent billing.
Business response
10/14/2022
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 bill, 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
07/08/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Lifestance Health ************ has been providing mental health services to our daughter, ********* She has already sent in her authorization allowing me to speak to their billing department as I have already spoken to Billing a few times in the last couple of months. Lifestance is maintaining that we have a missed Office Visit payment. I want to know the date of the supposed "missed payment" so I may check our financial records to confirm whether this pymt. was missed or not. I have called Lifestance ************* (phone # ************ from the receipt we have and from the Internet) 3 times. Each time, I'm left on hold for 15 or more minutes, only to receive an outgoing message stating, "If you don't wish to hold, please leave your name/phone # and we'll call you back within 24 business hours." I have left that information 3 times (June 21, 2022, June 28, 2022, and July 5, 2022) and have never rec'd. ANY call back. I called a 4th time, today, July 8, 2022 and got the same outgoing message. This time I held on the line for 49 minutes and STILL NO ONE ANSWERED my call. This is NO WAY TO DO BUSINESS. You know **** well that if we weren't paying our bills to Lifestance, that they would call me immediately. WHY, when I have a question about a pymt. they said we missed, will they not call me back? I feel that all my social media outlets need to be made aware of Lifestance Health of ****** poor billing practices.
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.
Customer response
07/11/2022
I have called and left message, 4 times, requesting a return call, to speak to someone. I've never received a response.
Never mind. I will call the ***************** Department directly.

Thank you.
Business response
07/15/2022
LifeStance Health, **** is constantly striving to improve the services we provide, and values all input we receive. As mentioned in our last response, should anyone have questions regarding the specifics of the no show / cancel policy, please call the ****************** 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 ************.

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