LifeStance Health

Absolutely awful experience from start…

Absolutely awful experience from start to finish. LifeStance is one of the most disorganized healthcare companies I’ve ever dealt with. My provider didn’t even show up for my appointment. Before that, they made me complete the exact same intake paperwork twice because of their own incompetence. Calling customer service was an exercise in frustration—long waits, no ownership, and no one seemed capable of solving anything. Then, after wasting my time, billing couldn’t even issue an immediate refund for a service they failed to provide. It’s unbelievable that a mental healthcare company operates like this. Save yourself the headache and go literally anywhere else.

My first appointment

Scheduled my first appointment with the therapist Mary Benhoff online and was confirmed. Arrived about 10 minutes late due to parking issues. When I arrived, no one was available in the waiting room to talk to. After I checked in successfully using their kiosk check-in, I was kept waiting for about 30 minutes. No one again was available during the whole process. No front desk staff! I called their office while I was waiting to find out she cancelled my appointment. She has not seen me and did not provide any service. After all this terrible experience, they send me an invoice of $75. Even after I emailed your customer care with all necessary information, yet no response. The only thing I am receiving is a reminder to pay $75. Sounds like that's the only one thing that matters for LifeStance Health!

So far they talk to me about what going…

So far they talk to me about what going on they are great service

No issues with signing I

Not good communication

Not good communication. A Dr fell off the map. Double standards around cancellation. Keep looking this isn’t the best group. I think the priority is money

Comfortable enviroment very relative…

Comfortable enviroment very relative therapist.

Everything has gone exceptionally well

Everything has gone well from the quick match to provider to the quick availability to medication and plan of care. Would truly recommend you all to any and everyone seeking mental health support. You all have been such a breath of fresh air in a stigmatized world. Thank you!

Great counselor

My therapist is amazing

My therapist is amazing. The billing department has finally gotten better. Thank goodness

Quality therapist

Quality therapist. Front office people friendly and professional. Most set up for service done online prior to visit. With an initial phone interview verified information so did not need to do lengthy paperwork at office.

Appointments available and wide selection of therapists

The ease to make appointments and quality of the therapists available for selection is important. I was able to find a therapist that fit my needs and have been in session for the past few months and so far so good.

The therapist.

Love my provider

Love my provider, always on time

It’s amazing how with just 3 visits I…

It’s amazing how with just 3 visits I am starting down the right path.

Trying to get into the questionnaire…

Trying to get into the questionnaire for the psychiatrist I’m having a hard time unscrambling the website

STAY AWAY.

STAY AWAY. My experience with LifeStance's billing department turned into a months-long ordeal that ultimately required me to file a complaint with the Missouri Attorney General. From the beginning, I repeatedly requested a complete accounting of my account because the statements and balances did not make sense. Instead of providing a detailed ledger, LifeStance addressed only one payment at a time over the course of several months. Each response revealed new information that had not been disclosed previously. Only after months of correspondence did they acknowledge and explain payments they had previously been unable to account for, and they are only now agreeing to provide a complete ledger. One therapist told me they had been instructed to bill the maximum allowable amount regardless of the actual time spent with the patient because insurance would adjust it accordingly. I cannot verify whether that reflects company policy, but it was concerning to hear. I also encountered claim processing problems where my insurance company indicated that claims had been submitted incorrectly or there was an issue with the provider's credentials. Those issues resulted in additional billing confusion. Customer service was extremely frustrating. It was difficult to reach anyone by phone, I was repeatedly told they could not locate payments that had cleared my HSA account, and I was unable to escalate the matter to a supervisor. My only option was to seek assistance through the Attorney General's office. Everyone can make mistakes, but after months of trying to obtain a straightforward accounting of my account, I still had to rely on the Attorney General to get answers. I cannot recommend this company based on my experience with its billing practices and customer service.

Tracey Fournier offered Christian…

Tracey Fournier offered Christian counseling and that was very important to us. She has been very encouraging and friendly. We are working through many issues as a married couple. We have been seeing Tracey for many months and look forward to each session. Thank you Tracey for being a part of our lives.

Company was great for all of one session…

UPDATE: Emailed the shared email July 6th to avoid conflict with the 4th of July. As of July 20th, the only update was an automated message response saying they are sharing this with their team on July 7th. Original: My therapist was great for the one appointment I received. The second appointment? My therapist never opened the waiting room. I sat there for 33 total minutes (30 minutes into the session start time). Took screenshots of me in the waiting room. Next thing I know, I'm being hit with a no show fee and the copay I paid is being used to partway pay that fee without asking me. Definitely do not think that's allowed. I called their billing department, only to be told they would do an internal review. And the representative refused any evidence I had myself, stating I couldn't email them anything unless I already had an email I could use. No update on their internal review. I WOULD NOT RECOMMEND THIS COMPANY.

Lifestance has a lot of issues…

Lifestance has a lot of issues administratively. Their website is not user-friendly, patient portal is cumbersome and it's difficult to get much done there. Patient Portal doesn't have access to a lot of information that other patient portals like mychart offer, for instance. So it all comes to down making phone calls, which have varying levels of effectiveness. Other administrative issues that have been problematic are having my labs faxed to the lab of my choice rather than the one they use. It took 3 phone calls, and finally they had to email the lab order to me so that I could fax it to my lab. It's clear that the doctors are contracted, which is ok, but it's not easy to discern if a doctor is a good match until you've already wasted several sessions (and insurance payments) before you realize that the doctor you're using isn't working for you. Early on, I had a psychiatric emergency on a Friday afternoon. I needed clarification on a new medication I had been prescribed. I couldn't reach my new psychiatrist through the patient portal. There was no direct email or phone number to her. And when I called the main office, I found that they close early on Fridays. I was in crisis and couldn't find any source of help. When my crisis was resolved, it occurred to me that there wasn't even a mental health crisis phone number on their website home page! They are a mental health care provider that isn't available in the evenings or on weekends, have no emergency or on-call options, but can't even have crisis information on their website! I found that to be very irresponsible. Generally speaking, the office staff that I have spoken to were friendly, but some were more knowledgeable than others. It's kind of hit or miss. I have since switched my therapist and psychiatrist and am now happy with my care, otherwise I would look for a different company.

Really easy to make appointments

Really easy to make appointments, and staff is friendly.