Hayley
Go Literally Anywhere Else
When first I started seeing my providers they were a local office and had amazing people all across the board. However, once they were acquired by Lifestance, the providers were still fantastic, but the administrative side became absolutely useless. Lifestance’s consistent incompetence when it comes to billing and insurance is unrivaled and completely infuriating. I have been doubled charged for sessions, I have been charged despite reaching my out of pocket max, and for the past five months, I have had to fight these people to refund me the money they have owed me. Every single time I called, I was given a different answer as to why I wasn’t able to be refunded my own money. When they finally did call me to tell me they were going to send out the refund check, I was informed that it will take three to six weeks to process and get to me, at which point it will have been six months. I was then called again and informed that I need to wait until all of my claims process, despite them not submitting at least four claims they say they’re waiting on. It has reached the point where I have cancelled all future appointments in an attempt to get this money because I have a valid concern that they will just keep pulling the same pending claim excuse to refuse to give me my refund. At this point I have absolutely no faith in their ability to bill me or anyone else correctly. I’m not sure if it’s the people that are hired or the policies in place that make getting paid so difficult but it is absolutely absurd. Unfortunately, I am now currently researching other providers so I no longer have to deal with the absolute dumpster fire that is their billing department. If you want to spend at least six months fighting for money that is yours, I’d recommend them. If you want a place with ethical billing practices, I’d go literally anywhere else.
Response from LifeStance HealthSep 18, 2023
Hayley, thank you for taking the time to bring your concerns to our attention. We are concerned to learn of your experience. We can assure you that this is not the level of service we would wish for our patients. We would like the opportunity to further investigate your feedback. Can you please contact us at [email protected] with your full name, phone number, and location so we can pass along your concerns to the appropriate team for further assistance? Thank you.