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

  215 E Bay St Ste 404 Charleston, SC 29401-2637

• 

  Thriveworks Administrative Services LLC

  1120 N Charles St Suite 101 Baltimore, MD 21201

• 

  Thriveworks Administrative Services LLC

  22 West Road Suite 102 Towson, MD 21204

• 

  Thriveworks Counseling & Psychiatry Bethlehem

  2223 Linden St Ste 101 Bethlehem, PA 18017-4806

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:05/29/2024

  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 contacted Thriveworks for counselling. The initial call pushed me towards a session for medication when I expressed declined. They pushed so hard that they made it seem like that was a mandatory session so I went with it. At the session, I told the counselor that I didn't want medication and they said no problem. Next, I attended the normal session with someone who flatly told me they were not qualified for the issue I raised, even though this was the express reason I contacted Thriveworks, then the counselor told me they were ending their contract so couldn't continue anyway. We agreed to refer me out. Thrive works billed me as a No Show. After 3 sessions with a new counselor, we decided to pause all further sessions. Thrive works has been ghost billing me ever since. I've contacted billing, and even the director of operation. All they say is, oops we will train better. I don't care if they train anyone or not, they stole money from me and I want it back.
  
  Stay away from this predatory company.

  Business Response

  Date: 06/03/2024

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account we did see that for the client's appointment on 04/07/2024 was part of a newly discovered issue with ***** insurance in our system. We have reached out to our billing operations team to ask them to further investigate and ensure that the insurance payment is rebilled and reposted correctly and fort this appointment we have refunded the client $385 on 05/30/2024, which was advised to the client via email. We also advised the client that we have already addressed the matter of the late cancelation fee by refunding the $135 fee when the client called on 04/11/2024. As per the client's questions regarding the $30 amounts they were charged where the client states they did not attend these appointments on April 17th, April 23rd, and April 29th with clinician ****** ***, our clinical team has observed that there are notations indicating their attendance and meeting with the clinician on each of these dates. It shows that the client's insurance has left them responsible for a $60 copay for each appointment. Upon closer examination, it seems that for each date of service, the copay was structured as two separate $30 copays, resulting in a total $60 copay per appointment. These charges are valid and we are unable to offer a refund for the copays. We believe this issue to be currently resolved on our end, however we encourage all clients to leave their feedback so that we can work to make any necessary improvements. If there is any further assistance we can provide or if the proposed solution is not satisfactory, we encourage the client to reach back out to us.

  Customer Answer

  Date: 06/05/2024

  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 have spoken with my insurer and confirmed that Thriveworks is still overbilling.  They have persistently botched the claims to my detriment.  Perhaps they can "go back to their billing department" again and discover the rest of the 180 in overcharges so those can be corrected too.  Billing issues should not be this persistent, this expansive, this time consuming to resolve.  My neighbor's 10 year old could run a better functioning company.
  
  Regards,
  
  ***** *****

  Business Response

  Date: 06/10/2024

  Hello-We have taken the following actions regarding this complaint. Again, as indicated in our outreach to the client, we identified that the appointment on April 7th, 2024, was affected by a newly discovered issue with ***** insurance in our system. We are already diligently working with our billing operations team to further investigate and ensure the insurance payment is rebilled and reposted correctly. However, we can not state when this will be corrected as it can generally take 30-45 days for an insurance to reprocess a claim. For the April 7th appointment, we already advised the client that we refunded them $385 due to this issue on May 30th, 2024, as communicated to the client via email. Additionally, as the client had stated a concern regarding a late cancelation fee, we informed the client that we had already addressed the late cancellation fee by refunding the $135 fee when they called in on April 11, 2024. So the refund amount already provided to the client at this time is $520. Again, for the client's concerns about the $30 charges for the appointments they attended on April 17th, April 23rd, and April 29th with clinician ****** ***, our clinical team has verified the client's attendance on these dates. The client's insurance determined a $60 copay was their responsibility for each appointment, structured as two separate $30 copays for each appointment. These charges are valid, and we are unable to offer a refund for the copay for services that were provided. We believe this issue to be currently resolved on our end, however we encourage all clients to leave their feedback so that we can work to make any necessary improvements. If there is any further assistance we can provide or if the proposed solution is not satisfactory, we encourage the client to reach back out to us.

  Customer Answer

  Date: 06/10/2024

  Insurer has confirmed that the copay is erroneous, only required because Thriveworks persistently billed in the wrong manner.

• Initial Complaint

  Date:05/28/2024

  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 have completed two therapy sessions at Thriveworks so far. I was told before I made the appointments that my insurance would 100% cover my sessions and today, 06/28/24, at 12:13pm, I received an email confirming my billing statement and the amount of money I owed. On the account it shows that I owe $264.69 because of the deductibles from my insurance. I was never made aware of these charges until weeks after my appointment where it would show a balance of $0 on my account in between. I told them that I wanted to terminate my account and cancel my upcoming session. I was then told that I would have to pay for the late cancellation fee of $130 because I was calling within the 48 hours of my appointment date which is on 06/30/24 at 12:00 pm. I called within two days and as soon as I saw the billing email. However I received the email after 12:00pm which would be within the 48 hours of cancellation. They said they can’t waive this fee and I have to pay for the sessions.

  Business Response

  Date: 06/04/2024

  Hello- We have taken the following action in regards to this complaint. We reached out to the client on 05/29/2024 to explain that her insurance left her a patient responsibility of $148.50 for the session on 05/13/2024 and for date of service 05/18/2024 the clients insurance left them with a patient responsibility of $116.19. Both of these amounts are due to the insurance processing the claims towards the clients deductible. We didn't hear back from the client so we reached out again on 06/03/2024 but the client has not responded.We believe this issue to be resolved but encourage the client to continue to communicate with the billing representative if there are any other questions or concerns.

• Initial Complaint

  Date:05/17/2024

  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.

  My 12 year old daughter had a scheduled appointment with her therapist on May 15, 2024 at 5 pm. I emailed her therapist to reschedule less than the required 24 hours before because of a mandatory dance recital. Five days prior, my uncle also passed away and I wasn’t exactly in a good mindset and in my best mindset. She said thank you for letting me know and rescheduled it for the following Wednesday. Then, I am charged $135 for something I had little to no control over. They offered no remorse or leniency for even one time. I cannot afford this charge as I was paying $22 out of pocket with insurance per session.

  Business Response

  Date: 05/22/2024

  Hello - We have taken the following action in regard to this complaint. We attempted a first outreach to the client on 05/20/2024 stating that while we are unable to offer a refund at this time as a 48-hour notice was not provided before canceling your appointment as per the policy which is stated in the consent form that the client signed on 03/26/2024, their concerns are important to us, and we're here to listen if they need to vent any frustrations. We did not hear back from the client, and a final outreach attempt was sent on 05/21/2024. We believe this issue to be currently resolved on our end, however we encourage all clients to leave their feedback so that we can work to make any necessary improvements. If there is any further assistance we can provide or if the proposed solution is not satisfactory, we encourage the client to reach back out to us.

• Initial Complaint

  Date:05/15/2024

  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 have reached out to Thriveworks billing multiple times, but haven't received any help. Right now, I am on hold with them again, and it's been nearly 30 minutes with no explanation. They keep charging my credit card without authorization and fail to provide clear information. When I inquire about the charges, which range from $0.82 to $231, they place the blame on the insurance company. Additionally, they have billed me twice for the same session. This situation is completely unacceptable! Other complaints on the BBB website indicate that they are notorious for fraudulently charging clients and insurance companies. The billing team is incompetent and refuses to take responsibility for the incorrect charges.

  Business Response

  Date: 05/22/2024

  Hello - We have taken the following action in regard to this complaint. On 05/16/2024, we initiated contact to verify client information, as the provided details did not securely identify their account in compliance with HIPAA regulations. Despite our efforts, we did not receive a response. Subsequently, on 05/20/2024, we made a final attempt to reach out, but as of now, we have not received any communication from the client.We believe this issue to be currently resolved on our end, however we encourage all clients to leave their feedback so that we can work to make any necessary improvements. If there is any further assistance we can provide or if the proposed solution is not satisfactory, we encourage the client to reach back out to us.

  Customer Answer

  Date: 05/24/2024

  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 has not called me, left a voicemail, nor sent a text so I am not sure who they contacted regarding identity. The only form of communication I received was a survey sent via email. Thriveworks is a complete joke and a disgrace to the mental health community. I have cancelled my daughters future appointments with Thriveworks and will be going somewhere else. As a clinician myself, I empathize for the therapists who will lose clients. There is a reason they have a D- rating with BBB. Competence, integrity, and communication go a LONG way, Thriveworks! Do better.
  
  Regards,
  
  ****** ***

  Business Response

  Date: 05/30/2024

  Hello - Again, on 05/16/2024, we initiated contact to verify the client's information as the provided details did not securely identify their account in compliance with HIPAA regulations. Despite our efforts, we did not receive a response. On 05/20/2024, we made a final attempt to reach out, but as of now, we have not received any communication from the client.Until the client can reply to our email with the verifying information, we believe this issue to be currently resolved on our end. However we encourage all clients to leave their feedback so that we can work to make any necessary improvements. If there is any further assistance we can provide or if the proposed solution is not satisfactory, we encourage the client to reach back out to us.

• Initial Complaint

  Date:05/13/2024

  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.

  When we called to get information about fee we were given misinformation. We were told the services were covered by insurance and there would be no fees for us but this was not the case.

  Business Response

  Date: 05/20/2024

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account we show this client was not charged $498, however we do show that the client was charged $137 which was the deductible amount left by their insurance company for the appointment on 04/20/2024. We did advise this to the client in a first outreach attempt on 05/14/2024, however we did not get a response from the client so a second outreach attempt was sent on 05/16/2024. We have still yet to hear back form this client regarding this matter.We believe this issue to be currently resolved on our end, however we encourage all clients to leave their feedback so that we can work to make any necessary improvements. If there is any further assistance we can provide or if the proposed solution is not satisfactory, we encourage the client to reach back out to us.

• Initial Complaint

  Date:05/09/2024

  Type:Customer Service 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.

  [complaint regarding ****** *******] I was on FMLA and needed an updated physician's approval to continue my leave. ****** advised that she would fill out my FMLA paperwork but that she would date the documents so they would only cover my first month of leave. I paid for and scheduled a separate session with ****** and we filled out the documents together. ****** sent the documents to ***** and they were approved. Later, ***** advised that they needed new documents to approve pay for the rest of my leave. I advised ****** during one of our next sessions, and she sent new documents to *****. After a review, ***** advised that they needed clarity regarding the new documents. I was already back to work at that point, so I paused my sessions with ******. Since going back to work, I have been reaching out to ****** via email and calling her employer for weeks, but I have not gotten any updated information. ***** has also been calling, emailing, and faxing her for weeks and they have not received any updated information either. I emailed the state board of psychiatry who referred me to the state medical board. Suddenly the next day I saw I missed call from a number that I did not recognize; it was attached to a voicemail. Upon listening to the voicemail, I discovered that it was from ******. In the voicemail, ****** claimed that she had been trying to call me, that was the only call logged from her. This was also strange because we never communicated via phone prior to that. I called back and never got an answer so I emailed again; I expressed that we never communicated via phone and that I would prefer her to email me copies of the updated documents. ******’s only answer is that now she had been trying to email me but there was no record of that either. I asked again for the new documentation and ****** still has not forwarded any new communication. As a direct result, I did not receive any pay for five months and I had to borrow from my 401k, please assist.

  Business Response

  Date: 05/15/2024

  Hello- We have taken the following action in regards to this complaint. We reached out to the client on 05/09/2024 explaining we engaged our clinical team due to the nature of the clients complaint. We have confirmed that the clinical director has contacted the client and explained they cannot complete the forms requested by the client at this time as the client hasn't been seen since January and would need to have an updated evaluation. The clinical team explained the process to the client and provided instructions for setting up an additional appointment if needed.We believe this issue to be resolved but encourage the client to continue to communicate with the billing representative if there are any other questions or concerns.

  Customer Answer

  Date: 05/16/2024

  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.
  
  ****** kept insisting that she had already sent me the documents, if only the records department can send them then why did she keep saying that she did? ****** also never said that I would need to be seen for an additional appointment, I advised her that I am working on a time sensitive matter and this has been a complete waste of time as there is still no resolution. Most of our meetings consisted of ****** pressuring me to take medication that I did not want or need. She even stated that the talk therapy I was in was helpful but would still bring up prescriptions hoping to change my mind. Working with Thriveworks has been a horrible experience, all I want is to heal and they have made this experience miserable. It is concerning that they are in a position to oversee the mental health of others. 
  
  Regards,
  
  ****** *****

  Business Response

  Date: 05/21/2024

  Hello - We have taken the following action in regard to this complaint. As stated previously, it was informed to the client by our clinical director team that due to the client's lack of recent appointments as they have not been seen since January, our clinician cannot confidently assess their current work capacity so they cannot complete the forms requested by the client. Our clinical director team advised the client to request their medical records from past appointments and provided instructions for scheduling an additional appointment with the provider if further discussion regarding paperwork is necessary.We believe this issue to be currently resolved on our end, however we encourage all clients to leave their feedback so that we can work to make any necessary improvements. If there is any further assistance we can provide or if the proposed solution is not satisfactory, we encourage the client to reach back out to us.

  Customer Answer

  Date: 05/23/2024

  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 not asking for new paperwork. I am asking for he clinician to clarify the details advising that I was not able to work and why. The clinician already sent paperwork that ***** has questions about.
  
  Regards,
  
  ****** *****

  Business Response

  Date: 06/03/2024

  Hello - We have taken the following action in regard to this complaint. As previously communicated, our clinical director team notified the client that due to their absence from appointments since January, our clinician cannot adequately evaluate their current work capacity. Consequently, they are unable to fulfill the requested forms. The client was advised by our clinical director team to obtain their medical records from prior appointments and was given guidance on scheduling an additional appointment with the provider for further paperwork-related discussions.We believe this issue to be currently resolved on our end, however we encourage all clients to leave their feedback so that we can work to make any necessary improvements. If there is any further assistance we can provide or if the proposed solution is not satisfactory, we encourage the client to reach back out to us.

  Customer Answer

  Date: 06/05/2024

  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.
  This is a request to clarify the medical reasons for my inability to work from 11/30/2023 to 3/13/2024. ****** already sent these documents. ***** has received the documents but needed more clarity. Again, this is not regarding my current work capacity.
  Thank you,
  
  ****** *****

• Initial Complaint

  Date:05/08/2024

  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 have had billing issues with Thriveworks consistently during my use of the portal, and most recently the claims that have been correctly processed via my insurance company are continuing to accrue on the Thriveworks portal and I am not able to pay them. When I called, I was told the issue was with my insurance provider, but I have confirmed that is not the case. I am now seeing a very large balance that seems to have nothing to do with the actual amount I owe for my sessions.

  Business Response

  Date: 05/22/2024

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account and communications with our verification department along with the assistance from the client providing their explanation of benefits, our verification team has updated all dates of service listed on the EOBs and corrected the account. However, the explanation of benefits did not provide all of the client's April and May dates of service and we have not received these claims back from the client's insurance yet but we will update the account as soon as we do. We believe this issue to be currently resolved on our end, however we encourage all clients to leave their feedback so that we can work to make any necessary improvements. If there is any further assistance we can provide or if the proposed solution is not satisfactory, we encourage the client to reach back out to us.

  Customer Answer

  Date: 05/27/2024

  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 wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:05/07/2024

  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 have been seeing a mental healthcare provider in ********** since February. I submitted my healthcare insurance information and heard nothing from this company. The billing department, which is a separate entity, claims my insurance denied my coverage. Instead of contacting me to verify that the information they received was correct. The billing department took 250 dollars out of my account. No notification, no reason given as to why. After I called they said my insurance denied coverage. After calling my insurance I got the right code to give Thriveworks to prove I am indeed covered. After calling thriveworks back, I gave them the correct information and they themselves confirmed I was covered. On April 15th, I talked to a supervisor and they processed my refund. And said it would take 5-10 business days. I called them today. And the customer service agent tells me they’ve been waiting for my explanation of benefits. The supervisor I talked to on April 15th confirmed they had my explanation of benefits and “processed my
  Refund” then. Back to today, the customer service agent says they’ll process my refund today and I have to wait another 5-10 business days.
  This company’s billing department is extremely poorly run with ZERO customer service in mind. This is a mental healthcare service? More like taking advantage of people and stealing money. There’s been ZERO contact to correct and verify insurance information. ZERO contact to let me know there was an issue in the first place. And ZERO attempt to give me the refund of 250 dollars. Tired of companies like this and the smoke n mirrors game to rob people blind. You get paid to provide a service. PROVIDE SERVICE! It’s not a hard concept.

  Business Response

  Date: 05/14/2024

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account we did attempt an initial outreach on 05/08/2024 where we did advise the client that we have addressed this matter and have taken internal steps to refund the $250 charges on their account as of 05/07/2024, meaning the charge has left our system and the client will need to wait for their bank to release the funds back into their account. Depending on your financial institution, this can take between 5-10 business days. As we did not hear back from the client, a final outreach attempt was sent on 05/10/2024, however, we still have not yet heard back from the client. We believe this issue to be currently resolved on our end, however we encourage all clients to leave their feedback so that we can work to make any necessary improvements. If there is any further assistance we can provide or if the proposed solution is not satisfactory, we encourage the client to reach back out to us.

  Customer Answer

  Date: 05/20/2024

  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.
  While Thriveworks has finally made good on my refund. That is only half of my issue. They’re claiming initial outreach of 5/8/2024. This is COMPLETELY ignoring the fact that I called on April 15, 2024 about the company just taking 250 dollars out of a clients account WITHOUT COMMUNICATION. I gave them my insurance info and was told it was good to go. That wasn’t the case, they needed to get a code from ***** to get the coverage for mental health. They did not, and charged me 250 dollars like I did not have coverage without calling me or communicating with me FIRST in order to get the situation resolved and correct. Which is a 5 minute phone call. Instead I had to argue with a manager on April 15th and was told then that I would have to wait the 5-10 business days. I saw nothing and heard nothing regarding my refund. So I had to reach out again to ask Thriveworks why I haven’t received my refund. My problem is their policy of snatching money from patients/clients without communicating and then avoiding trying to pay said clients as if they have the right to hold people’s money hostage or just holding out so people forget about it altogether. It’s completely crooked! Especially since you’re “helping” folks who are dealing with mental health issues. They need to revise that policy and drop it! Absolutely disgraceful
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:05/01/2024

  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 and the Therapist did not show for the appointment and rescheduled without consent.
  Thriveworks was providing couple therapy sessions and did not show for agreed appointment, and the then therapist scheduled an appt that we did not confirmed and billed for no show totaling 270.00.
  
  Date October 14, 2023 I called spoke with customer service and emailed
  
  I filed a complaint with Thriveworks billing department was told that they would review with the Therapist and office manager never received any formal follow up. I have filed a complaint with billing 3 times and initial was told they would investigate, then a review of the notes the billing department attempted to remove but did not have the authorization to do so and sent a follow up to the office again to review.
  
  Just last week on 4/24 received another email and call in reference to the balance of 270.00 now billing states at Thriveworks sent to collection. I never received any follow up in reference to my concerns and being billed as a no show. The appointments were recorded with the therapist Ms. ********* and we all on a recorded session agreed to October 14 and she did not show and rescheduled an appointment that we did not agree to. So I logged in and address with her on the following appt that she scheduled and was told by Ms. ********* that she would notify the office and no charge.
  
  I have called THRIVEWORKS with billing all this year no resolution informed filling a complaint.

  Business Response

  Date: 05/02/2024

  Hello- We have taken the following action in regards to this complaint. We have confirmed with our billing team that they have waived the two fees resulting in the $270 balance. We reached out to the client on 05/02/2024 informing them that the fees have been waived and explained at this time there is not a balance on the account.We believe this issue to be resolved but encourage the client to continue to communicate with the billing representative if there are any other questions or concerns.

• Initial Complaint

  Date:04/25/2024

  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.

  Business has deceptive billing practices. Counselor cancled apptointment and charged credit card. Said they were goung to refund the charge but didn't and then charged 60.00 without authorization.

  Business Response

  Date: 05/03/2024

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account we did send a first outreach to the client on 04/29/2024 stating that we would be more than happy to assist the client, however, we would like to let them know that we do not currently have enough information to access the account and to please verify their full name, date of birth, and telephone number as listed on the account. We did not receive any word back from the client, so a final outreach attempt was sent on 04/30/2024 and as of today 05/03/2024 we still have yet to hear back from the client. We believe this issue to be currently resolved on our end, however we encourage all clients to leave their feedback so that we can work to make any necessary improvements. If there is any further assistance we can provide or if the proposed solution is not satisfactory, we encourage the client to reach back out to us.