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 Administrative Services LLC

  2553 Housley Rd Suite 104 Annapolis, MD 21401

• 

  Thriveworks Administrative Services LLC

  2700 Lighthouse Point E Suite 220 Baltimore, MD 21224

• 

  Thriveworks Administrative Services LLC

  5410 Lynx Ln Suite 285 Columbia, MD 21044

• 

  Thriveworks Administrative Services LLC

  5301 Buckeystown Pike Suite 320 Frederick, MD 21704

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: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.

  We have been using Thriveworks since August of 2023. We have come to see that they have been overcharging us every month and owe us over $800 in what they have overcharged us. Our insurance covers therapy and our co pay should be $20 per session. We typically have 1-2 sessions per week. Sometimes 3 as I use them for my medication provider as well. They credited back $180 to our card, but are now trying to take back that $180. Website does not allow you to "remove" credit card, so we can't take card information off. They have mine and my husbands card information.

  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 do show that a check refund has already been processed on 04/16, again, please be advised that checks can take between 2-4 weeks to be received. We also advised that we show that the client has been in contact with one of our team members in our escalation department, and that he was able to address the client's concerns regarding the cards being removed from the account as well as making payments on Fridays. 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.

• Initial Complaint

  Date:04/24/2024

  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 was charged on my (parent) credit card for a copay of $40 for all of these visits. ****** paid these visits at 100% and I should have been charged 0 for each visit. The only exception is the 12/12/23 visit where I should have been charged 31.17 instead of $40. This appears on the EOB dated 12/15/23.
  
  My daughter went online and submitted an authorization for me to speak to them and they say they didn't get it. They are overseas. They are making it impossible for me to collect. They had my CC on file and just kept charging it when no payment was due. These are listed on the second tab of the spreadsheet. If you cannot open the spreadsheet please contact me so I can send it to you. ****************

  Business Response

  Date: 05/08/2024

  Hello - We have taken the following action in regards to this complaint. We reached out to the client on 04/29/2024 and since then have been discussing the charges and identifying where the overcharge occurred. We have confirmed with our billing team that they are in the process of refunding all overcharged amounts and that our team has reached out to the client to go over the refunds and how claims were processed. 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: 05/10/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********. As of the date that they submitted their response to you they had not even correctly determined the amount due to me and had under calculated the amount. In addition, I myself had to reconcile their ledger to determine that they  had failed to post a payment from insurance to my daughters account and had charged that amount to my credit card instead.Now that we are in agreement as to the amount that is owed to myself they say that it will take 2 to 4 weeks for them to issue the refund check. To be clear,  they refunded the charge of $40 made to my credit card on March 14, 2024. The following charges should never have been made as no balance was due and were therefore unauthorized:1/10/2024 was made for $86.17 but should have been for $46.17.1/24/2024 $80.00 should have been $0.002/21/2024 $39.05 should have been $0.002/28/2024 $80.00 should have been $0.00Now they want to wait 2 to 4 weeks to send me a check for $239.05 for money that they stole from my credit card starting on 1/10/2024.I want a faster resolution and at a minimum do not want this case closed until I have received the $239.05 due to me.Thank you,******* ******** 
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:04/19/2024

  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.

  Thryveworks has issues with billing. Last year my husband and I started counseling with Thryveworks. My husband CC was being billed randomly amounts for his sessions. Our insurance covers MH 100%. We called their billing department and thought it was fixed but this started again. We called and had a 3 hrs conversation with their billing rep and our insurance company reviewing each session 1 by 1. Thryveworks was billing insurance wrong most times. At times sending them to the wrong insurance plan, Or were filled under a name of other clinicians he never met. So as we went each bill was resubmitted. It took 3+months, many calls and conversations with supervisors but my husband's CC was finally reimbursed. The CC was removed from his account by their representative to stop this charges. Fast forward to April 2024. My husband started to receive calls about his bill. They are charging him over $4.5k. Sudenly his clinicians are out of network. When last year they were.
  They call and call and harass about their billing. How productive that a mental health practice harassed and cuts off counseling because of a bill that should not exist.
  
  Their billing practices are awfull, and I've read reviews claiming that it's a scam. Seriously...... why is a mental health practice causing so much stress and anxiety on their clients seeking help for stress and anxiety???

  Business Response

  Date: 05/06/2024

  Hello- We have taken the following action in regards to this complaint. We made first outreach on 04/22/2024 and had to get an Release of Information signed from the client to give permission to speak to the clients spouse. The form was completed and signed on 04/29/2024, and as of today 05/06/2024 we have determined the resolution and provided the information to the client. We have confirmed with our billing team that they have wrote off all of the out of network copays that was on the clients account due to being informed upon intake that the clinician was in network, but ultimately was not. 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:04/19/2024

  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.

  In January 2023, I saw ******* ****** at Thriveworks in ****** for a 60 minutes therapy session. I had confirmed she was in network with my insurance. I paid a $20 copay, my insurance covered the reaming approx $135 dollars. No problems were noted.
  
  In July 2023, I saw ****** ******* online with Thriveworks in ****** for another 60 minute session. I had confirmed before the appointment that she was in network. A few days later, I was automatically billed $200 dollars for the session. I called their support center over ten times. I was told once that my insurance was lost, another time I was told that ****** wasn't in network. At another time, they told me they refunded me as part of their "recovery process" but that their "internal claim was denied." In the meantime, I got an EOB from my insurance showing they had billed insurance for another $135. They refunded me $200. Then a week later, they charged me $180 dollars. They changed their story on email and phone, so I disputed the charge with chase. I won the dispute. and my bill went to zero dollars in September 2023. I made no other appointments as I was weary of the billing department.
  
  This week, I got a new statement for $180 dated for 10/3/2023 for an appointment with ******* ****** (the first person I had seen in January 2023). I have called and emailed about this so many times the story always changes. They are claiming that ***** "took" money from them when they had already refunded me. They have threatened collections. They do not call back, the call center never understands what I am saying. They asked for a bill showing i wasn't "paid twice" and I provided it. They say the only option now is charity care, but I rightfully don't owe them money. I have asked on two separate occasions to speak to a supervisor, and have been refused.
  
  I have also had a three way call with them and my insurance. My insurance verified they had an EOB and no further money was owed. Please, help me!

  Business Response

  Date: 04/23/2024

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account and communications with our financial team, we have adjusted the client's patient balance of $180 and removed it from their account. As a result, the client's new balance with us is now zero.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:04/17/2024

  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.

  The cancelation policy is ridiculous and predatory. I canceled my appointment 47 hours in advance. I called at 9:02pm for an appointment I had at 8:00pm two days later. I was told on the phone by a gentleman who wasn't very nice or helpful I would not be charged the late fee. I literally asked him, and he told me no. And then the next day I was charged the late fee. I have never had ANY doctor office work with 48 hours reschedule. Things come up and clients SHOUD have a grace period of at least 24 hours not 48. It's predatory on those who have busy schedules with children or health problems. Anything could come up within 48 hours to be charged a $135 late fee with someone who already struggles to pay the fee with insurance is also predatory. I am now short 135 dollars and my account will most likely be over drafted.

  Business Response

  Date: 04/18/2024

  Hello- We have taken the following action in regards to this complaint. We reached out to the client on 04/18/2024 apologizing for the inconvenience that the $135 fee caused and we have confirmed with our billing team that they are in the process of refunding all overcharged amounts. Our team has reached out to the client to go over the $135 refund and explained to the client to allow 5-10 business days for the refund to be processed back to the account depending on their financial institution. 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:04/15/2024

  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 been a patient at Thriveworks for a long time. Recently, they changed the way you can make payments and their website. I had a balance and was making partial payments, but they took away that option. I had to contact someone via email and set up a payment plan that could not be paid through their website, but only by sending my card information to someone via email. I agreed to a payment plan, made the first payment, and then they cancelled all of my upcoming services for nonpayment even though I have proof of payment. This is a mental health company that deals with real patients that need real care and cancelling services after making a payment plan that has been followed after explicitly stating the payment plan will allow the patient to continue services is a very shady thing to do for a mental health company.

  Business Response

  Date: 04/16/2024

  Hello- We have taken the following action in regards to this complaint. We reached out to the client on 04/16/2024 apologizing about their appointments being cancelled in error. We reviewed the account and found it to be in good financial standing and took the appropriate steps to ensure the client can now schedule appointments again. 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:04/11/2024

  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 already paid Thrive works through my insurance company and they should have offered service to me only if my first session of consulting was successful. However, they are asking me to overpay them even after my insurance deductions which seem ridiculous to me and at this point, I feel that this company or administration is scamming me, and my insurance company.

  Business Response

  Date: 04/18/2024

  Hello- We have taken the following action in regards to this complaint. We made our first outreach to the client on 04/15/2024 explaining that the balance on his account totaling $327.35 is from the two sessions he had on 11/02/2023 and 11/06/2023. The clients insurance processed his claims towards his deductible and left him with a patient responsibility for both dates of services. For date of service 11/02/2023 the insurance left him responsible for $154.92 and for the session on date of service 11/06/2023 the insurance left him responsible for $172.43. The client did not respond and we sent a final outreach on 04/17/2024 but still have not received a response from the client.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:04/10/2024

  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 started therapy at Thriveworks in December 2023. I only had 4 appointments through them, which I cancelled in January of this year. When I signed up, I had been told my insurance would cover everything. I found this a little odd, but thought it was just in my head. One day, when looking up their website I found results for “thriveworks scam” which I clicked out of curiosity. I found hundreds of stories of people describing the events I ended up experiencing myself. Stories of people getting absurd bills and random charges to their cards.
  
  Upon seeing this, I cancelled all my appointments and called to have my account terminated. They did so, and I cannot even log into the website anymore. Lo and behold, I got a bill for $117. Even my former therapist was confused, on her end it said everything was covered by my insurance. Unfortunately I paid it, hoping it would get them off my case. I changed my debit card as the stories I read suggested, a week later they attempted to charge my old card for $113. I didn’t hear anything until yesterday, where they claimed I now owe $375!! They’re threatening to send the bill to a collections agency, when I DO NOT OWE THEM MONEY TO BEGIN WITH. MY INSURANCE WAS SUPPOSED TO COVER EVERYTHING. Nobody is going to pay $100+ per appointment, that’s not even a reasonable co pay. Their billing department is atrocious, it’s impossible to get your issues resolved as you’ll be on hold for 30 minutes before speaking with someone who doesn’t know what they’re even talking about.
  
  Thriveworks, I came to your company seeking help for my mental health. The only thing you have done is make it worse. Shame on you, you’re a despicable company for preying upon the mentally ill. If the bill is sent to collections I will dispute it, and I am considering taking legal action against you.

  Business Response

  Date: 04/16/2024

  Hello- We have taken the following action in regards to this complaint. We reached out to the client on 04/10/2024 and explained that the charges on her account was due to her insurance processing the claims toward her yearly deductible. The client responded 04/15/2024 stating she paid her balance in full and asked us to close on her account. We have termed the clients account per her request.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:04/02/2024

  Type:Service or Repair 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.

  On 4/1/2024 I scheduled a virtual consultation through Thriveworks for counseling services. I provided my debit card information at the time of scheduling as well as my insurance information. My copay was confirmed by the representative assisting me. I logged in for my Zoom appointment a few minutes prior to my appointment time at 4:00pm. The therapist arrived as the host a few minutes late and I was disconnected from the Zoom room immediately. Over the next 10-15 minutes I was continuously dropped from the Zoom call. The therapist finally called me by phone and informed me that we needed both audio and video to conduct the call, so that I would need to resolve the technical issues, which he assumed were on my end, before we could continue. I stated that I was not able to find any reason for the issue and suggested ending the call. The therapist then stated that "(he) would hat for me to get charged the No Show fee" of $135 for leaving the call early. I replied to the affect of "If I am not able to join via zoom I don't know how to proceed" and finally ended the call. Immediately after leaving the meeting I call Thriveworks customer service and described the interaction. I was assured by that representative that I would be charged nothing as I did show up but was unable to receive a consultation due to technical issues outside of my control.
  On 4/2/2024 I received an email notification that I was being charged $135 for a No Show fee, which I confirmed was pending clearing from my bank account. I called Thriveworks again that morning, and after about an hour on the phone was told that a refund could be issue no earlier than 48 hours from the time of my request and the money would be returned 5-10 business days later.
  After providing my card info in good faith, and approving payment for a $30 copay only, I find this unethical, and probably illegal. This will cause me to miss my car payment this month, and compounds the stress I sought counseling for.

  Business Response

  Date: 04/04/2024

  Hello- We have taken the following action in regards to this complaint. We have reached out to the client as of 04/04/2024 and advised the client that their refund has been processed in the amount of $135 due to a late cancellation fee that had been applied to the account, as well as apologize for any miscommunications on our part. We believe this issue to be resolved. 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, we encourage the client to reach back out to us.

  Customer Answer

  Date: 04/11/2024

  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 have since received a credit in the amount they owed me
  Regards,
  
  ****** ******

• Initial Complaint

  Date:04/01/2024

  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.

  I have never done business with this company, I was seeking out information and I signed up for an account with this merchant and once I added my debit card, they started charging me for appointments that never existed, and they have been taking money out of my account. I emailed support to request a refund due to the fraudulent activity and I contacted my bank in regards to this issue.

  Business Response

  Date: 04/09/2024

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account we attempted a first outreach to the client on 04/02/2024 and advised the client we are unable to a refund at this time as we do show that the client had scheduled and attended the appointments they made through our online scheduling system. The charges on the account are valid as the amounts charged were the patient's responsibility as dictated by the client's insurance company. We also show that the client has sent emails to us with copies of their insurance cards, so that we could verify benefits and coverage, as well as an email stating they needed a letter from their clinician, meaning that this client was aware of the appointments that they had attended. We received no response and sent a final outreach attempt to the client on 04/04/2024, however our outreach attempts have still gone unanswered by 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.