Complaints

• Initial Complaint

  03/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On 2/17/2022 I had an appointment with a doctor through Lifestance Health. It was through a counselor I was seeing through that company. She said it was telehealth so I assumed it would be a phone call. One email was sent to the "updates" folder of my gmail 2 days before the appointment. It wasn't in my inbox, so I didn't see it. The day of the appointment, there was no email, phone call, text message or other acknowledgement suggesting that I had an appointment. I awaited a phone call and none came. After that missed appointment, they hit me with a $205 no show fee. They also wanted me to retroactively sign their intake paperwork agreeing to that fee on their online portal (that I didn't know existed, I thought it was through mychart). I have sent a message to them through their online portal and called their billing department. Neither of them gave me a resolution, much less than an answer on how this charge will proceed. I did not agree to this fee. There was no meaningful contact from the company to explain how this meeting would take place. I also have a suspicion that the company intentionally formats their emails be filtered out of the inbox folder. I am pretty tech-savvy. I am a software engineer. Older people, and non-technical people would not be able to find this easily. I guarantee this. I wish for this charge to be scrubbed off my account and I want to make sure they aren't preying on unsuspecting people to extract this fee systematically.

• Initial Complaint

  03/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been charged for an appointment that I called and cancelled in time. They then refused to cancel the appointment and charged me. The reason I canceled is because they wouldn't take my insurance so I couldn't afford it... So I guess they needed to make sure they got their $ out of me. Needlessly charge a patient with autism and depression when their already extremely depressed just for profit. Disgusting

  Business response

  04/14/2022

  Business Response /* (1000, 8, 2022/03/31) */ Attempted to contact patient on 3/22/22. Patient did not answer the call so a direct dial call back number was provided. Have not heard back from patient as of today, 3/31/22 on that direct dial. The late cancel charge has been removed from this patient's account, and there is no balance due. This information was left on her voicemail as well, along with an invitation to call back should she prefer to speak to a member of management.

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