Complaints

This profile includes complaints for Thriveworks Administrative Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Thriveworks Administrative Services, LLC

  1000 Jefferson St Ste 2C Lynchburg, VA 24504-1724

• 

  Thriveworks

  70 Cherry St Milford, CT 06460-3413

• 

  Thriveworks Administrative Services LLC

  2 Hamill Rd Suite 410 Baltimore, MD 21210

• 

  Thriveworks Administrative Services LLC

  1120 N Charles St Suite 101 Baltimore, MD 21201

• 

  Thriveworks Administrative Services LLC

  5410 Lynx Ln Suite 285 Columbia, MD 21044

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:06/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  Billing my card at weird times , wants to charge $135 to reschedule my appointment after i let them know i haven’t been able to get in touch with anyone . They refused to transfer me to anyone and let me know that their leadership will say the same thing they said then argue with you back and forth and pretend they can’t hear you. SCAM

  Business Response

  Date: 06/23/2025

  We are writing this note in response to Complaint # ******** received from  ***** ***** on June 17, 2025. The complaint pertains to concerns related to billing times and our cancellation policy and fee. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.After reviewing the details, we found that ***** contacted our support team on June 16 at 10:59 AM to cancel her appointment scheduled for June 17 at 12:00 PM. Our policy requires at least 48 hours’ notice to cancel or reschedule appointments without incurring a fee. As the request fell within that window, the standard $135 late cancellation fee would apply. At this time, we have not found any prior contact attempts regarding this cancellation, but we have asked ***** to share any documentation she may have so we can take another look.We also addressed the concern about seemingly random charges. Our billing system runs on automatic processing, which means any outstanding balances are charged as they become due. Clients can log in anytime at ******************* to view and manage their payments.A follow-up email was sent on June 18th 2025 again requesting documentation of earlier outreach and offering additional assistance if needed. At this time we have not received a response in the email thread.We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. Should ***** wish to discuss this further, we remain available to do so at their leisure.We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,******** **Client Experience Specialist

• Initial Complaint

  Date:06/11/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  In 2024 Thriveworks took an unauthorized charge from my credit card, which they then refunded due to their own error. I demanded they take the card off of the file due to this error costing us fees. Today, they made a $135 charge to AN EXPIRED card that was supposed to be removed last year! I had full intent to pay them Thursday when we got paid. We only had $135 to feed our family until next Thursday & this is our emergency credit card. Again, they didn’t even have the correct card information due to it being expired, but somehow the charge went through. I did not authorize the use of this card or this charge, they just fraudulently took it out. I explained to the tech who took my call that this card shouldn’t have even been on file & that it was expired at that, along with the rest of what I just shared. He refused to cancel the charge. I even offered to give him our debit card information to schedule the payment be taken out Thursday when we get paid, but they do not care. They want their money however they can get it, no matter who it hurts. I did not authorize use of this card, the numbers do not even match the expired card. I did not authorize this payment either. I’ve seen alot of complaints about this very thing. What Thriveworks is doing to us is FRAUD.

  Business Response

  Date: 06/17/2025

  To whom it may concern,We are writing this note in response to Complaint #******** received from ********* ****** on June 11, 2025. The complaint pertains to the client being charged $135 on a card they had previously asked to be removed from her file. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint we have thoroughly reviewed the account and found that the client did ask in June 2023 to have the card removed from her account. We have confirmed it is now removed and refunded the $135 back to the client so they can pay with the account that they wish to use. We reached out to the client to apologize for the inconvenience, explained the refund process, and provided the mailing address so they can make a payment the way that they chose. The client acknowledged the balance would still be due even though we are refunded the card previously charged. We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed.We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,***** *Account Supervisor

  Customer Answer

  Date: 06/19/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will pay them as soon as the refund clears in my account.
  
  Regards,
  
  ********* ******

• Initial Complaint

  Date:06/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  Since 7/28/23 I have received bills for a therapy session that I received no services for. I have filed complaints with their head of services back in 2023, and was told by them and head of billing that my account would be resolved. I have called and emailed each time they randomly decide to follow up and send me a new bill, told its resolved again and then it happens again many many months later. I am past my point of communicating with this "business" as this has gone on for almost 2 years. The last communication was attached and they just sent another notice today (6/9/25).

  Business Response

  Date: 06/10/2025

  To whom it may concern,We are writing this note in response to Complaint #******** received from ***** ******* on 06/09/2025. The complaint pertains to the client's dispute of an outstanding balance from a session held on 07/07/2023. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint, we have thoroughly examined the client’s account and session history. Our records indicate that the session in question held on 07/07/2023 did take place. Detailed clinical notes from the clinician confirm that services were rendered. This session was then billed to the client's insurance provider, which processed the claim and applied the deductible to the client's responsibility in the amount of $113.42, in line with their benefits policy.The client specifically requested no further contact from Thriveworks, as part of their complaint submission. Due to this request, we have respected their wishes and have not initiated additional contact.We believe that the steps we have taken—reviewing the clinical documentation, insurance processing details, and respecting the client’s communication preferences—adequately address the concerns raised by the complainant. At this time, we request that this complaint be closed. We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter. Sincerely,****** **Account Supervisor

  Customer Answer

  Date: 06/11/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  On June 26, 2023 I did have my intake appointment and had notes created. However, on July 7 during my next appointment the person I met with spent the entire session looking up childcare facilities in the area. The clinician was also late to the appointment that day. Following that appointment I submitted an email explaining my lack of services received and on July 25, 2023 at 1:30pm I talked with ******* *******, LPC and Regional Clinic Director about my experience being so horrible as the person did not provide any therapy services during that time. It was told to me that I would not be charged for that session and I canceled all future sessions due to this experience. I was told my account would be closed and no further communication or action was needed by me after that conversation, yet I still receive bills one or two times a year, and have to go through the same complaint issue every time. I am fed up that I have been told multiple times that this case would be closed and yet still have to bring up this horrible and mentally scarring experience again and again. 
  
  Regards,
  
  ***** *******

  Business Response

  Date: 06/16/2025

  To whom it may concern,We are writing this note in response to the Complaint Rejection, Complaint #******** received from ***** ******* on 06/13/2025. As previously noted, upon reviewing the details of the complaint, we conducted a thorough examination of the client’s account and session history. Our records confirm that the session in question, held on July 7, 2023, did occur. Clinical documentation provided by the treating clinician indicates that services were rendered, and the session lasted 54 minutes. Following this, the session was submitted to the client’s insurance provider, which processed the claim and applied the deductible amount of $113.42 to the client’s financial responsibility, in accordance with their benefits policy.Following the rejection of the complaint by the client, we conducted a follow-up review with our Clinical Director team. We were advised that the client had expressed a desire not to be held financially responsible for the July 7 session. However, after further evaluation and direct communication between the client and the Regional Clinic Director, it was determined that the session fee could not be waived. This decision was based on the fact that the client was present for the full 54-minute session and clinical services were rendered.Additionally, as part of the complaint submission, the client explicitly requested no further contact from Thriveworks. We have fully respected this request and have not initiated any additional communication with the client directly. We believe that the steps we have taken adequately address the concerns raised by the complainant. At this time, we request that this complaint be closed. We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter. Sincerely,****** **
  Account Supervisor

  Customer Answer

  Date: 06/20/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  I was told by the regional director that I would not be held financially responsible for any services in that date at the person I met with spent the entire session looking up childcare facilities during the session and did not provide any services to me as a client. To now be told I am financially responsible reverses the decision and promise I was previously told. I am not sure what “notes” were written during the session as there was nothing provided from a services standpoint. This had previously been discussed by myself and the regional director immediately following the originally meeting by date. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:06/03/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  Back in February my father was moving into a new apartment complex and in order to bring his dog, that was my brothers who passed away a year prior, we were told me needed to get an Emotional Support letter from a therapist in order to accept the animal. I signed my father ******** ***** up for Thriveworks for virtual sessions as it was to take place literally as we were moving him and the complex accepted this as long as we could get the letter within a timely manner. After talking with the scheduling person they advised we talk with ****** ********* in which we did. ****** was a great help but then was found that after the recommended 3 sessions with ****** Thriveworks would not issue the ESA letter so I spoke with a supervisor on the phone and they said we have to go 5 sessions to get the letter in which we did. ****** wrote a letter in the form of an email stating the need for the dog as an Emotion Support Animal but the apartment complex needed the letter on official company stationary as well as the signature and information of the therapist. This was all laid out in an attachment I sent for the requirements from the complex to them. I have tried reaching out to the therapist as well as Thriveworks support to get this matter resolved and I have been ghosted by all of them with out even a no sorry we cant do that. This company seems to only care about charging its patients instead of actually helping them with what they need as in this case I need this ESA letter or my father is going to have the dog kicked out or worse he will be kicked out for breach of contract and he is a retired vet with a minimal income so getting into anywhere will be hard.

  Business Response

  Date: 06/10/2025

  To whom it may concern,We are writing this note in response to Complaint # ******** received from ****** ***** on June 6, 2025. The complaint pertains to the customer reaching out on behalf of their father in regards to receiving an ESA letter. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint we have reached out to the customer on June 4th, 2025 and again on June 9th, 2025 with a HIPAA Verification Email. We explained we needed the clients information in order to verify and review the account in regards to the complaint. We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. Should ****** or the client wish to discuss this further, we remain available to do so at their leisure.We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,***** *Account Supervisor

  Customer Answer

  Date: 06/10/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me only because I was able to get what I needed prior to their initial contact via a director and clinician of the practice. Just for the record their response they said they sent on June 9th about HIIPA verification was never received as the only mailing I received from them on that date was this: ***** ******* *********
  
  
  ** **** **** *** ** ***** ***** *** ** **** ** ***** **** *** ** ****** *** ******* ************ *** **** ****** ******** ****** *** *********** ********** **** ******* ****** ** * ******** ******** ** ******* *****At your convenience, please reach out to us so that we can attend to any specific concerns you wish to discuss. You can easily connect with us by replying to this message. As a benefit, we have extended hours to assist you. We are available from 8:00 AM – 9:30 PM EST Monday through Friday, and Saturday & Sunday 8:00 AM – 6:00 PM EST. Warmest Regards,***** Even though I am clicking accept it is not because of the actions they said they "took".   I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:05/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  False billing charges by Thriveworks after cancellation and as a result of no services rendered m

  Business Response

  Date: 06/09/2025

  To whom it may concern,We are writing this note in response to Complaint #******** received from ***** ********* on 05/28/2025.  The complaint pertains to billing concerns. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint, we initiated our initial outreach to the client on May 28, 2025, and provided the following information:All charges in question are associated with services rendered between March and June 2023. These services were billed to the client’s primary insurance provider, *****. The claims were processed by ***** and the costs were applied toward the client’s deductible. As a result, a remaining balance of $2,510.27 became the client’s responsibility under the terms of their insurance coverage. Since no payments were received, this balance was subsequently transferred to our collections partner, ****. We provided the client with the contact information for **** to facilitate resolution.In regard to the client's concern about charges to their credit card: the only charges made were incorrectly applied self-pay rates, which were fully refunded in June 2023. According to our records, no new charges have been billed beyond the service dates noted above.The client also reported that some paperwork from **** contained incorrect dates for services not rendered. On June 3, 2025, we sent the client a detailed receipt of all services provided by Thriveworks. We asked the client to clarify which specific discrepancies they identified, so we could investigate further and ensure accuracy.As of today, we have not received a response from the client. A final outreach was sent on June 5, 2025, but no further communication has been received.****** **Account Supervisor

• Initial Complaint

  Date:05/27/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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 reschedule an appointment at 47 hours and 30 minutes prior to my appointment. The clinic is going to charge my card on file $130 for a cancellation fee because I did not try to change my appointment 48 hours prior to the appointment.
  
  Yesterday was a federal holiday and they were not open.
  
  My son was on a waitlist for a surgical follow up and I was able to get him an appointment (the clinic text on Sunday). If I miss this appointment, he cannot be seen until August. It is imperative I keep this appointment, and Thriveworks is not being accommodating or understanding at all over 30 minutes of time.

  Business Response

  Date: 06/03/2025

  To whom it may concern,We are writing this note in response to Complaint #******** received from **** ****** on 05/27/2025.  The complaint pertains to a $135 late cancelation fee. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint, we initiated our first outreach to the client on 05/28/2025. In that communication, we explained that, after a thorough review of their account, we found no evidence of a late cancellation fee being applied. Additionally, we confirmed that there is no record of a $135 charge to the client’s card from Thriveworks. However, if the client is seeing a transaction for this amount on their bank statement attributed to Thriveworks, we kindly requested that they provide supporting documentation so we can investigate the matter further.As we did not receive a response, we sent a final follow-up on 06/02/2025. To date, we have not received any reply from the client.We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,****** **Account Supervisor

  Customer Answer

  Date: 06/25/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.   I was never charged 

• Initial Complaint

  Date:05/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  Unauthorized charge
  
  Thriveworks charged me for unknown charges. My insurance covered my precious counseling sessions. I have not had any sessions for a couple of months. I received no bill or online statement for $366.24. Thriveworks just charged for unknown charges.

  Business Response

  Date: 05/28/2025

  To whom it may concern,We are writing this note in response to Complaint # ******** received from ******* ******** on May 22 2025.  The complaint pertains to concerns regarding a recent charge. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.After reviewing the matter, we reached out to Ms. ******** via email on May 24, 2025, to explain the $366.24 charge. Claims were submitted to Medicare following each visit, and all except one for the final visit were processed and returned on May 20, 2025. This updated the patient balance to $366.24, which was charged on May 21, 2025, as part of our routine automatic payment process.As outlined in the consent and services agreement, we are authorized to collect any remaining balance after insurance processing. We shared billing statements for the initial and final visits and included instructions for accessing the full billing history online.We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. Should ******* wish to discuss this further, we remain available to do so at their leisure.We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,******** **Client Experience Specialist

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 13 year old was allowed to schedule an appointment without my knowledge or approval for a March 17th 2025 appointment. He missed the appointment and this company is threatening me with a bill for $135, as well as terminating all scheduled services/appointments.

  Business Response

  Date: 05/28/2025

  We are writing this note in response to Complaint # [********] received from ******** **** on May 21, 2025. The complaint pertains to being billed for a $135 no show fee on the account of the customers son after he scheduled his own follow up appointment and the mother was unaware. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint we have reviewed the clients account and determined the client is too young to schedule their own follow up appointments therefore we waived the $135 fee. We reached out to the customer on 05/22/2025 and again on 05/27/2025 to inform them of the fee being waived. We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. Should ******** wish to discuss this further, we remain available to do so at their leisure.We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,***** *Account Supervisor 

• Initial Complaint

  Date:05/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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 am filing a formal complaint against Thriveworks regarding a billing dispute for a session on January 12, 2024, with provider ****** *******-******, PsyD.
  
  My insurance provider, ***** Foreign Service Benefit Plan (FSBP), confirmed they received the claim on January 13, 2024, processed it the same day, and mailed the Explanation of Benefits (EOB) to Thriveworks on January 16, 2024. The EOB clearly states I am responsible for $151.23 due to my calendar-year deductible — a charge I fully understand and accept at the time had they billed me correctly.
  
  However, Thriveworks billed me only $30 in Jan 2024, which I promptly paid. I continued services through August 30, 2024, paying all charges in full. When I ended services, I had no outstanding balance (attached two August 2024 statements showing my client balance was $0) and received no further communication—until May 2025, when I was suddenly billed an additional $136 for that same January 2024 session.
  
  Thriveworks claims they didn’t receive the EOB until April 2025, which directly contradicts ***** FSBP’s written records. I even arranged a three-way call with ***** FSBP and Thriveworks, during which the insurer reaffirmed that the EOB was sent in January 2024.
  
  Despite this, Thriveworks is pursuing me for a charge they failed to bill in a timely or accurate manner. I was also told a supervisor would follow up by May 20, 2025, but I never received a call.
  
  This reflects poor billing practices and customer service. I paid what I was billed and maintained a zero balance. I should not be penalized for their administrative delay.
  
  I request that Thriveworks waive the $136.11 charge and correct their records. If unresolved, I will escalate this complaint to the ******* Attorney General’s Consumer Protection Division and relevant regulatory agencies.

  Business Response

  Date: 05/28/2025

  To whom it may concern,We are writing this note in response to Complaint # [********] received from ******* ********* on May 21, 2025. The complaint pertains to the client being billed $136.11 for their session held on January 12, 2024. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint we have reviewed the clients account and found that services were rendered on 01/12/2024 and the claim was billed to the clients insurance. The claim was returned to us and posted on the clients account on 04/22/2025 leaving them with a patient responsibility of $151.23 due to their deductible amount. A previous payment of $15.12 was made leaving the patient balance of $136.11. At this time we are unable to waive these charges as this is the amount left by their insurance company as their patient responsibility. We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,***** * Account Supervisor                     

  Customer Answer

  Date: 05/28/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Thriveworks’ response does not address the core of my complaint. I have a January 26, 2024 statement from them showing a $0 balance after the date of service in question. I also have written proof from my insurance provider confirming that the EOB was issued on January 16, 2024 — not in April 2025, as Thriveworks claims.The company’s failure to bill in a timely manner, provide consistent explanations, and acknowledge their internal error constitutes deceptive and unfair billing. I am continuing to pursue this matter through the ******* Attorney General and am prepared to take legal action if needed.
  
  Regards,
  
  ******* *********

  Business Response

  Date: 06/05/2025

  To whom it may concern,We are writing this note in response to Complaint # [********] received from ******* ********* on May 21, 2025. The complaint pertains to the client being billed $136.11 for their session held on January 12, 2024. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.After reviewing the details of the complaint, we examined the client’s account and confirmed that services were provided on January 12, 2024. The claim was submitted to the client’s insurance and was returned to us on April 22, 2025, at which point it was posted to the client’s account. The insurance processed the claim and applied $151.23 as the patient’s responsibility, based on their deductible. A prior payment of $15.12 was made, resulting in a remaining balance of $136.11. Although the client states they received a statement on January 26, 2024 showing they had a $0 balance, the insurance processed the claim after that statement was sent out. The client is aware the session was held and services were rendered by their clinician. Therefore, we are unable to waive these charges, as they represent the amount assigned to the patient by their insurance provider.We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed.We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,***** * Account Supervisor

  Customer Answer

  Date: 06/05/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I reject this response because it fails to address the core issue: Thriveworks issued me a $0 balance statement on January 26, 2024, for the January 12, 2024 session. This is not in dispute. I also have written confirmation from my insurance provider that the claim and Explanation of Benefits (EOB) were processed and made available to Thriveworks on January 16, 2024 — not April 22, 2025, as they claim.Thriveworks is trying to justify billing me over a year later by stating that they didn’t process the EOB until 2025. That is an internal delay on their part, not a result of delayed insurance processing. I should not be penalized for administrative failures within their billing department — especially when I was told in writing that I owed nothing.Their response also ignores the inconsistent and conflicting explanations I’ve received from multiple representatives, and the lack of transparency throughout this process. I have not used their services since August 2024, and there has been no communication about this balance until well over a year after the date of service.For these reasons, I am rejecting this resolution. I have already filed a formal complaint with the ******* Attorney General and am prepared to pursue additional steps, including a grievance through my insurance company and small claims court if necessary.I request that this balance be waived in full and that no further billing communications be sent to me regarding this matter.Sincerely, ******* *********

• Initial Complaint

  Date:05/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  Approximately four months ago, I received an email from Thriveworks billing team stating they were suspending my treatment due to they did not receive payment from my insurance company and that I had a balance on my account. I called customer service to explain that my authorization number had been given to my clinician. I also provided the authorization number as well to the representative at Thriveworks. The suspension was removed and I was allowed to make an appointment on or about April 2025, I received another email from Thriveworks billing that I had a pass due balance of approx $94.88. I immediately called the number in the notice. The customer service representative told me that they could not help me because my account was handled by another team. I requested to speak with that team. After holding for approx 5-7 minutes, the rep returned to tell me that my call was escalated and my concern would be researched and I would receive a call back. I didn’t receive a callback, after waiting approximately one week, I called again and requested to speak with the contact listed in the communication. I was placed on hold by the representative and after he returned to the line informed me that person was not available as they could not help because, it wasn’t their department. I asked if my call could be escalated to a manager and was told that someone would call me back. I received a call back from someone who identified herself as another supervisor on the team. Due to my work obligations, I informed her that it wasn’t a good time for me to talk and asked if she would call me back after 1:30p est, she stated that she would. Several weeks went by and she never call me back. I have diligently attempted to have someone go over my account to inform me where this balance of $94.88 is from but, to no avail. Thriveworks sent me over 10 emails last week saying that my treatment was suspended immediately. I need to have this balance explained so I can understand. Thanks

  Business Response

  Date: 05/26/2025

  To whom it may concern,We are writing in response to Complaint #********, submitted by ********* ***** on May 20, 2025. The complaint concerns the suspension of services, reports of an unclear balance and communication issues. We sincerely regret any inconvenience or dissatisfaction this situation may have caused and take these concerns seriously.After thoroughly reviewing the complaint, we reached out to Ms. ***** via email to address all raised concerns. A detailed breakdown of the balance was provided, along with a billing statement outlining insurance coverage and the patient’s responsibility for the three sessions that comprise the $94.88 balance to be applied towards the deductible. Additionally, we reviewed our call logs and contact notes and confirmed that the callback by the assisting supervisor was made after 1:30 P.M on May 7, 2025., as requested. This call was unanswered and the voicemail was unavailable. We did not receive a response to this email. A follow-up message offering further assistance and clarification was sent on May 24, but as of now, we have not received a response in the thread.We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. Should ********* wish to discuss this further, we remain available to do so at their leisure.We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,******** **Client Experience Specialist

  Customer Answer

  Date: 05/26/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [I am rejected this business response because, a resolution has not been provided to me.I did receive a email from ******** , assistant supervisor on or about Thursday of last week. I called the contact in the email provided by ******** but, to no avail. I informed the billing department customer service representatives ( as I spoke with two different representatives) explaining my reason for calling and that I was calling because, I had received an email communication and I needed to speak with the supervisor who sent it due to I had questions and needed further clarification of information in the em. Both representatives refused to transfer my call to her and one of the representative asked me,”did she promise to call you back ”. I was in disbelief regarding his response so I asked him what did he said and we repeated the same “ did she promise to call you back”. I requested again to transfer my call to ******** but, to no avail.  I have reached out to Thriveworks billing department twice so far since receiving this emails unfortunately, to no avail. At work his point, I am willing to speak to any supervisor , every time , I ask a customer service representative about my account, I am told that my account is handled by a special team and told  they cannot help me and will have a supervisor to call me back but, this has not happened. Addressing the statement by ********, assisting supervisor indicated she made call to me after 1:30 P.M on May 7, 2025, as requested and her statement that call was unanswered and the voicemail was unavailable. We did not receive a response to this email. A follow-up message offering further assistance and clarification was sent on May 24, but as of now, we have not received a response in the thread. This statement is not completely accurate. I did receive a call  from ********, assistant supervisor on or about 05/07 as I initially mentioned in my letter to BBB. I informed her that due to my work obligations it was not a good time to talk and requested if she could call me back around 1:30 pm est as I would be on my break and she said she would. I waited and no call was returned to me. If she made a return call it was well after the time that I could be available. If ******** was sincere about resolving my issue why didn’t she send me an email requesting a time that we could connect to discuss my issues/concerns. This was never done and to date no such request has been made to me . I made another attempt to outreach to Thriveworks billing department today to speak with ******** or any supervisor to answer my questions but, to no avail. If ******** is not available, I would like to speak with any supervisor or any customer service representative who can access my account and answer questions regarding the balance I’m told the I owe. As a customer I have a right to ask questions about my account and understand what I am being billing for.
  Regards,
  
  ********* *****

  Business Response

  Date: 05/31/2025

  To whom it may concern,We are writing in response to Complaint #********, submitted by ********* ***** on May 20, 2025. The complaint concerns the suspension of services, reports of an unclear balance and communication issues. We sincerely regret any inconvenience or dissatisfaction this situation may have caused and take these concerns seriously.All of our calls are recorded for quality assurance, and notes are documented on the account for each interaction. On May 7, 2025, I followed up as requested by the client. This is confirmed through both call recordings and account notes. Emails were sent to Ms. ***** on May 21 and May 24, 2025. As shown in the thread below, there were no responses received. The email sent on May 21 included attachments that are billing statements for the three dates of service that make up the open balance on the account.Ms. ***** called our support line on May 26, 2025, and asked to be transferred to me. I took over the call and addressed her concerns. I referenced the email sent on May 21, which included the billing statements. Ms. ***** shared that she was unable to view the attachments on her mobile device. I recommended using another device, but she advised that wasn’t an option at the time. As a result, I went over the billing details with her during the call.I disclosed the billing codes, dates of service, amounts billed to insurance, adjustments, payments applied, and the remaining balance all of which are reflected in the statements. Ms. ***** mentioned that she would reach out to her insurance provider to confirm the accuracy of the information and stated she would follow up the following Wednesday if she had any additional questions.Please see below for the most recent email communications sent to the client.--------------- Last Outbound Message ---------------Subject: RE: Thriveworks Valued FeedbackDear *********,I hope you're doing well. I’m following up on my previous message regarding your account balance and our recent attempts to connect with you.As mentioned in our last communication, we reviewed your account and provided a detailed breakdown of the balance of $94.88, which reflects patient responsibility amounts determined by your insurance provider, *****. We also attempted to follow up via phone on May 7, 2025, but were unfortunately unable to reach you.We want to ensure all of your concerns are fully addressed and that you have the support you need. If you have any questions about the charges, the billing statements please don’t hesitate to let us know. We're here to help.You can reach us by replying to this email, calling ***** ********* or using the live chat feature on our website. Our team is available Monday–Friday: 8:00 AM – 9:30 PM EST. Saturday & Sunday: 8:00 AM – 6:00 PM EST.Thank you again for being a valued member of the Thriveworks community. We look forward to hearing from you soon.Warm regards,******** Client Experience Specialist | ThriveworksHello *********,I hope this message finds you well. First, I want to thank you for being a valued member of the Thriveworks community. We truly appreciate you, and I’m sorry to hear about the frustration you've experienced. Please know that your concerns are important to us, and we’re here to help.After carefully reviewing your account, I’d like to provide some clarification on the current balance of $94.88. This amount reflects patient responsibility portions applied toward your insurance deductible, based on the information received from your insurance provider. Here is the breakdown:$65.57 for the date of service on 09/07/2023$0.48 for the date of service on 09/14/2023$28.83 for the date of service on 10/19/2023These claims were submitted to *****, and the patient responsibility amounts were applied based on the Explanation of Benefits (EOBs) we received. For your convenience, we’ve attached the related billing statements for your review.I also want to acknowledge your concerns regarding communication. According to our records, I had the opportunity to assist you on May 7, 2025. During our conversation, you mentioned it wasn’t a good time to talk, and we agreed that a callback anytime after 1:30 PM EST would work better. A follow-up call was made to ***** ******** at 4:08 PM EST that same day, but it appears the call wasn’t answered and there was no option to leave a voicemail. I truly regret that we weren’t able to reconnect.I hope this information is helpful, and I’m more than happy to provide any additional details or support you may need. If you have further questions please don’t hesitate to reach out.Our support team is available to assist you Monday–Friday: 8:00 AM – 9:30 PM EST and Saturday & Sunday: 8:00 AM – 6:00 PM EST. You can reach us by phone at ***** ********, by replying to this email, or through the live chat feature on our website.Warmest regards,******** We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. Should Ms. ********* wish to discuss this further, we remain available to do so at their leisure.We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,******** *.

  Customer Answer

  Date: 06/02/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
   I am rejecting this business response at this time due to discrepancies in the amount billed . It is correct that I called Thriveworks on 05/26/2025 and pleaded with the customer service representative to allow me to speak with *********, after holding for approximately 20 minutes, she took over the call. I pointed out to ********* that the amount her company had billed me for wasn’t the allowed amount nor the contract amount. I further explained that I would reach out to my health plan to verify what should I have been billed for  the visits in question. I also explained to ********* that I was unable to view any of the documents due to the challenge of being on my mobile device and I did not have another option at the time to view. It is not true that I did not respond to the emails sent by ********* as I called the business on said days to discuss my concerns as I indicated in my last response but, to no avail and was not allowed to speak with her. Currently, I am in the process of verifying the billing discrepancy with my health insurance carrier and as soon as this is done, I will let this business know the outcome. In the meantime, I am rejecting Thriveworks response as a resolution.Thank you for your assistance in this unpleasant matter.
  
  Regards,
  
  ********* *****