Complaints

• Initial Complaint

  05/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received notice from a collection agency (****************************) notifying me of a collection for $175 from Lifestance Health (formerly Edgewood Clinical Services). For 3 days straight I spent 30 minutes per day on hold trying to get in touch with the billing department. After waiting for as long as I could the system offered me the option of leaving a message and maintaining my place in line. I left detailed messages for call backs on 5/2, 5/3, and 5/4. Finally, I called back again on 5/4 tried another option and received an actual person I could speak with. I explained the situation that I had not been contacted by Edgewood/Lifestance about any amounts owed and found this notice of collection upsetting. From discussion with the actual person, it was noted the accounts involved were for my daughter and the amounts were co-pays and I was told I had been setup on an online portal to pay all bills. I did not recall this, and my daughters relationship with Edgewood/Lifestance was ended when their therapist left and we elected not to have her see someone new. This was over a year ago. At that time I was not informed of any amounts owed. I was shocked and surprised that I did not receive any notice from Edgewood, a call, email or letter about any owed amounts prior to sending this to a collection agency. I have since paid the debt to the collection agency but I find myself disappointed and angry with this situation. My request is for the BBB to force a change to Edgewood/Lifestance's billing practices and correction to my credit report. I will have no further business dealings with this organization.

  Business response

  05/11/2022

  To Whom It May **************** At ****************** **** (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.  For questions related to notifications sent by ****************************, *** (PFC) or for any accounts currently managed by PFC, patients should reach out to PFC directly at **************, Monday to Friday, 7am to 6pm MST. 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 ************** or by email 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. 

*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. ↩