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:12/10/2024

  Type:Service or Repair 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.

  I attempted to meet with a therapist ******** **** through Grow Therapy on 9-4-24, however, there were several technical issues with the platform. The therapist and I repeatedly had to log off and log back on and the services for the session were incomplete. I reached out to Grow Therapy about the issue on 9-4-24 and the issue was not resolved. I was still charged for the session even though the therapist agreed that there were serious issues with the platform preventing us from being able to proceed. The therapist claimed that it was for the scheduled time so therefore she filed. However, I was unable to hear the therapist throughout the session and the session froze several times. I do not believe that I should have been charged for something that was not completed. I would like to be reimbursed the $25 since the session was not completed in its entirety. I have a screen shot of my exchange with the therapist where she admits that we did not have a full session yet she billed me anyway.

• Initial Complaint

  Date:12/09/2024

  Type:Product 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.

  On November 20, 2024 I had my regularly scheduled appointment with Dr. ***** scheduled for 1;00pm with Grow Therapy. I logged into the Grow therapy portal where the appointments are held virtually and waited for approximately 20 minutes for the doctor but he did not show. Upon further review I saw a charge of $125 deducted from my account on November 22, 2024. I reached out to my therapist regarding this and he stated he made a same day appointment change request to 12pm. The Grow Therapy system did not notify me of this change. I contacted Dr. ***** regarding this and he stated he was in agreement to have Grow Therapy reverse the charge for the no show fee, as this was an error. I have made multiple attempts to contact Grow Therapy about this but have not received a response. The only method of communication is via a chat bot to dispute refunds. The email address Grow Therapy provided in the practice policy is no longer valid. Grow Therapy never sent an updated policy regarding this change. The main phone number is for new patient scheduling and the system will automatically reroute you to chat for any contact regarding refunds. I have had no problem communicating with my provider regarding scheduling changes as we communicate via text if changes need to be made. I am seeking a refund for a no call no show. I have attached documentation to support for review

• Initial Complaint

  Date:12/02/2024

  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.

  My complaint is regarding a fraudulent business practice. The process is that you sign up for a provider, answer a few questions, submit your insurance information, then submit your payment information for payments which are purported to be on average about $22.00 per session with insurance. Once the sessions are complete, it takes six weeks for the claims to be paid and it is only at that time that the real amounts are known. In my case the amounts were $150.82 and three sessions at $126.85 each - at the 'average' rate of $22.00 per sessions, I signed up for four sessions with a provider. Again, it wasn't until six weeks after the first session did payments well exceeding the advertised average session price begin to roll in. I of course cancelled any further sessions and have not and will not use the provider further. As an aside, I asked the provider early on if she had any idea of how much the sessions would be. She responded that she had no idea as all of that was handled by Grow Therapy. Apparently, Grow Therapy is the go-between to connect providers with clients and they handle the billing, but not in an up-front manner whatsoever. They advertise an average price, then wait six weeks to bill a much higher rate at the point that services have already been rendered and there is no notification of the price until the receipt email is received by the client. If the client pays with a credit card, they could probably file a dispute in cases such as this, In my case, I used my ************** Account where disputes are less straightforward. I encourage individuals to seek the mental health they need, but NOT through Grow Therapy. Their business practices are unethical at a minimum and fraudulent at worst.

• Initial Complaint

  Date:11/18/2024

  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.

  I used Grow Therapy as my therapy source for mental health services and have insurance that I went through a whole process to verify with them. They sent me an email confirming I was able to use this service and that my insurance is accepted. I had a few sessions and now have a bill for $582 because I was being billed out of network. I spoke with my insurance company and they told me that I was being billed out of network. A ticket was opened up 3 weeks ago and I have spoken to 2 agents who have done nothing to solve this issue.

• Initial Complaint

  Date:11/08/2024

  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.

  A customer service ***resentative at ************ assured me via chat that my insurance would cover 100% of the costs of therapy sessions. I allowed one appointment to pass and waited to see if I would be charged. I spoke with the *** via chat and they led me to believe it had been processed, told me I owed $0.00, and that unless my insurance changed, I would not owe any money for future appointments. I had to give my bank information in order to make appointments. The appointments happened May 6, May 13, May 22, May 27, and June 10 of 2024. I stopped making appointments because my therapist spent too much time giving advice about trying the extreme diet she was currently on, when my issues were completely unrelated to diet. Three months later, I received all the charges for my appointments in total of $637.55. There was nothing I could do to delete my bank information. I spoke with another customer service *** via phone. She said that she could see the record of the previous *** telling me I would not owe anything, but that he was new and didn't know any better, and there was nothing she could do about it.

• Initial Complaint

  Date:09/01/2024

  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.

  On the dates of 3/13/24, 3/14/24, 3/27/24, and 5/1/24, I received mental healthcare from two different providers found on Grow Therapy's client-provider matching service. At the beginning of the year, my health insurance changed from ***** to Independence Administrators, and on these provided dates the services were not filed in the proper tier of coverage and thus I had to pay ten times the copay I am supposed to be paying for my visits. My copay should be $10, but Grow Therapy charged me $100-115 for each session. Billing mistakes happen and that is not the exact complaint that I am making today. My complaint is regarding the carelessness of Grow Therapy when it comes to rectifying these billing errors. The customer support of this company is practically non-existent. The ONLY avenue through which the company itself can be contacted is via an ** chat bot that makes it seem as though one can actually speak to a live person to help with any issues but actually just redirects users back to the ** chat system. I am unable to get these charges rectified because customer service is practically unreachable. I have called my insurance company and they can't even get through to a person at Grow Therapy. I'm not sure if anyone even works there. Another thing I noticed in my claims history from the insurance side is that Grow Therapy has been charging my insurance $350 PER 1-HOUR SESSION. My provider's fee is $150. What gives this organization the right to charge my insurance an extra $200 over what the actual therapist's fee is? Very questionable and shady business practices. The fact that they try to charge $350 means that in the event that any insurance billing issues occur, the patient will have to stomach a surprise multiple hundred-dollar charge with no realistic possibility of getting the charge rectified. There are multiple other billing errors that are a $15 discrepancy each, but the ones that took the biggest hit on my finances are the ones I listed. *************.

• Initial Complaint

  Date:02/04/2024

  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.

  I have been seeing a therapist through the online therapy platform, Grow Therapy. It was advertised to me that Grow Therapy would be in-network for my insurance, ************************ This was verified both by my insurance and by Grow Therapy. After seeing my therapist a few times starting on 09/18/23, I realized that my insurance has been denying Grow Therapy's claims for my sessions with her because she is deemed 'out of network'. After speaking with my insurance on 11/14/23, who patched me through to a Grow Therapy customer service representative, it is found that 1) Grow Therapy is in my network and 2) my specific therapist is in my network. But my therapist is NOT showing up as a provider within Grow Therapy because they have not properly affiliated her with their service and thus have not updated their system to indicate that she is a provider there. Therefore, the claims that Grow Therapy continues to send to my insurance could not be completed because of a clerical error. They said that they will start fixing this error on 11/20/23.From then on, I have been going back and forth with Grow Therapy's customer service representatives through email (which is their only way of providing customer service) regarding this billing issue because my claims continue to be filed incorrectly. They have continued to provide no follow up or next step actions and then without warning, abruptly close the ticket. I have had to re-start the ticket 4x because of this and have had to re-tell the whole situation each time. I even pointed out how they continue to close the ticket, only for the customer representative to say that I should be assured that the ticket will continue to be open and then for her to promptly close it the next day with no follow through aside from re-opening the ticket with billing instead. I am unsure what else to do especially when there is no phone to call for feedback.

• Initial Complaint

  Date:10/21/2023

  Type:Customer Service 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.

  I scheduled an appointment with a provider through grow therapy. They show on the site that they accept **** **** insurance. I have **** **** insurance. The day of my appointment I’m informed my insurance isn’t accepted by the provider. They falsely advertised that they do. I’ve tried contacting both the provider and the company since 6am on the day of my appointment and no one has responded. My appointment is at 11am. I can not afford these services without the help of insurance which is why I went with the company. I feel like I am being scammed and they are going to take my money when they advertised they accept something they don’t.