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:08/09/2023

  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.

  My husband and I saw *************************** with Thriveworks Willow Grove from February 2020 to the end of September 2020. **** was an "out of network" provider, so my insurance was reimbursing us for 70% of the $75. Our credit card was charged $75 up front after each session. We saw **** weekly most of the time. but somehow between June and August there were no claims submitted to insurance. My card was still charged and we also have the thriveworks report showing all our sessions. Along with that, I have the claims expense report from *********** We were billed for, but claims were never submitted for: 6/11/20, 6/25/20, 7/2/20, 7/9/20, 7/16/20, 7/23/20, 7/30/20, and 8/26/20. The thriveworks statement shows those sessions were billed, but insurance shows there were no claims. We reached out to **** to try to rectify, and he was no help. He said the "billing person" would resubmit and take care of it. I also spoke to billing and they "can't find our file". That's 8 claims that were never submitted to insurance! So that's $450 that we should have been reimbursed for insurance, but the claims were never submitted. It's disappointing that this wasn't done right! I'd appreciate the billing be adjusted as the claims being submitted to insurance was no fault of our own.

  Business Response

  Date: 08/09/2023

  From: [email protected] <[email protected]> 
  Sent: Tuesday, August 8, 2023 11:30 AM
  To: *************************** <*******************************.bbb.org>
  Subject: Thriveworks - BBB Complaint ID: ********- Franchised Location
   
  Good Morning *******, 
  
  In regard to BBB Complaint ID: ********, we have investigated further and discovered that the client/consumer received counseling at one of our franchised locations, in Willow Grove, PA. We have internally looped in ******************* who is the point of contact for franchise matters. ***** has stated that this matter was addressed with the client in 2022. It is important to note that this particular provider was actually out of network and as a result, she was charged a self-pay rate for all of her sessions.
  
  Due to this client having received care at a franchised location, we are unable to pull any additional client information. However, ***** has assured us that this matter had been discussed with the client previously. I will be responding to the complaint this week with the aforementioned information, however, I did want to reach out first to fill you in and ask if there is anything additional you may need us to include in our official response.
  
  Thank you for any insight you can provide, *******, and have a great day!
  
  ****** **
  Client Experience Specialist | Thriveworks
  Email: ********************************
  Website: thriveworks.com