Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/28/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Due to my insurance provider switching hands via union contract, the company of Life Thrive was charging my debit card on file without rendering me any services. When I became aware of the confusion I called the company multiple times over six weeks leaving voicemails with all available employees to return my call to educate me as to why I was being charged without receiving services. The months of February and March of 2023 I had not received any notification or explanation of benefits or even a returned call about the matter at hand. On March 24th of 2023 I was charged an additional 100$, as well as an additional 50$ on the 27th. On the 27th I was able to talk with two employees who only would read me the contract I signed when entering the buisness agreement with the company. Stating that they could charge me on scheduled visits at scheduled times. I agreed this was valid, although the two new charges were taken from my bank account without warning, scheduling or any services given by Life Thrive or any of there employees. I get the owner of the buisness on the telephone asking why she was robbing me of my hard earned wages only to be answered with evasive answers pushing blame to the insurance company. Life thrive works understaffed, unqualified and utterly incompetent. DO NOT USE THIS COMPANY!!

• Initial Complaint

  Date:03/17/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was referred to LifeThrive by my primary care provider for mental health services. I sent an inquiry and filled out the paperwork, and on Tuesday, March 7, 2023, I received a text message from ###-###-####. It was a reminder that I had an appointment on Wednesday, March 8th at 2:40pm. (This was an intake appointment and was free) Then on Wednesday, March 8th at 2:25pm, I received a link through another text message that included a video appointment link to join the "telehealth app". I had previously downloaded the app so I logged in and discussed what services I needed over a video call, I was impressed with the services they had to offer. I was scheduled an appointment for Saturday, March 11th at 10:00am, and another one on March 24th at 2:00pm. Right after our video was over I received two reminder texts for both appointments, in two separate text messages. The first one came through at 2:53pm and the second was at 2:55pm. Finally, Friday at 10:03am I was sent another reminder text to my cellphone about my upcoming appointment on Saturday at 10:00am. That was the last message I received from them on my phone.
  On Saturday I waited for them to send me a link to log into the telehealth app. I never received another link to log into the appointment. I received a bill in my email for not showing up to the appointment on Sunday morning. I never receive a link code to log into the appointment. I sent an email in reply to the bill. I called Monday and left a message for *******, that is what the email said that I received the bill in. I called and spoke to ******* ********* and she told me she would speak to ******* about it and call me back. Today, March 16, Ms. ********* called me back and said that they sent me the links and that I owed the money. She said that the links were sent out twice. I do not agree with them. She repeated that I owe $180. I don't believe that it should be this difficult to get mental health services and I hope that after this complaint is filed they can fix their billing errors.

  Business Response

  Date: 04/18/2023

  To whom it may concern,

  Provided is the paperwork that all patients sign that states the patient is responsible for the full cost of a scheduled appointment if they provide less than 24 hour notice. There is also a copy of the paperwork in regard to the patient's giving permission to charge all charges to patient's credit card for all payments owed. The patient is also made aware of these policies when they meet with the owner, ****** ** *********** ****, in their initial appointment that is provided free of charge.

  Patients receive text messages the day prior to and the day of the scheduled appointment. Attached is the record that the patient recieved these text messages to remind them of the scheduled appointment. The patient is also able to log into their personal portal that all paperwork is completed in when registering for initial consultation. A copy of this is also provided for review. 

  I have spoke with the patient and let them know that we do not send out links on Saturdays because no one is in the business office. We did let her know since she had received the links the day before she was supposed to use those like she had previously to log into the video visit. As she stated in her complaint, she had received these links and used them previously. Per the signed practice policies, the patient is responsible for the appointment cost due to not showing up to the appointment. 

  ****** *********** **** ********* ********

  Customer Answer

  Date: 04/21/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: 

  After I reviewed their claim that I was notified of the appointment, that is correct. I never received a code. I attached a few emails, let me know if you need them all. The email didn't contain the code to login to the application. I'm not sure why the dates don't match up on the proof that was provided. 

  In these attachments you can see that normally there is a code to click on and it opens the application for the appointment. I didn't receive one for the March 11th appointment. You can clearly see it is missing. 

  
  
  
  
  
  
  
  
  Sincerely,
  
  
  **** *****