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:03/29/2024

  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 scheduled an appointment with a Thriveworks counselor, ****** *****, for my son ****** ********* for 3/22/2024 3 PM EST. At 2:04 PM on the day of the appointment, I received a text message and an email (attached) stating that the appointment was cancelled. Upon calling them immediately after I received these messages, I was informed that the appointment was cancelled by the provider herself and I would therefore not incur any charges. However, they proceed to charge me $135 for the session that never happened.

  Business Response

  Date: 04/02/2024

  Hello- We have taken the following action in regards to this complaint. We have confirmed with our billing team that they are in the process of refunding the $135 fee and our team has reached out to the client to go over the refunds. Our director clinical team has contacted the client and advised them of the clinician hitting a deer on the way to the office resulting in the last minute cancellation. 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: 04/07/2024

  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 reviewed my credit card statement the the credit has not yet been posted. Seeing as Thriveworks, based on previous customer reviews, is not always forthright and honest with its customers, I do not feel comfortable closing out this request until said credit is in fact posted.
  
  Regards,
  
  ********** *********

  Business Response

  Date: 04/15/2024

  Hello- We have taken the following action in regards to this complaint. To reiterate we have confirmed with our billing team that the $135 refund has been processed, and that our team has communicated with the client to clarify any and all charges, as well as our clinical team reached out to the client to 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.

  Business Response

  Date: 04/16/2024

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account, we can confirm that we have initiated the chargeback process, due to a disputed $135 charge. We are unable to proceed in taking any other steps until we have a result on our chargeback, which can take up to 120 days. The chargeback was initiated on 03/25/2024.We believe this issue to be currently in process and awaiting further resolution, however we encourage all clients to leave their feedback so that we can work to make any necessary improvements in the meantime. If there is any further assistance we can currently provide, we encourage the client to reach out to us.

• Initial Complaint

  Date:03/28/2024

  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 began couples counseling with my partner back in 2023 with Thriveworks. We used my boyfriend’s insurance “****** ****** ****” as they did not take **** ***** **** ****** (mine). So, in order to do this, they must file the claim under my boyfriend’s (***** *******) name. They failed to do this, despite multiple phone calls to correct this action after money was taken from my account. They took $99 from my account, then continued to lie saying “they mailed me a check” but then when I would call again, I was told “it’s still pending approval”. The last time this happened was on August 3rd. I have called them monthly if not more since then asking to refund me. They are refusing at this point to correct the action of their mistake and owe me $198 for over 238 days. My bank has now opened an investigation to the claim on August 3rd and I may see corrective action from my bank, but not from Thriveworks.
  
  There are multiple reviews across **** and ****** with this same issue. I believe this needs to be checked into as the company is not properly filing medical claims, and then taking money from patients without corrective action.
  
  I have reached out to the President of Thriveworks on this matter, yet no response.

  Business Response

  Date: 04/04/2024

  Hello - We have taken the following action in regard to this complaint. We have contacted the client on 04/04/2024 and informed them of their refund in the amount of $396 via paper check which can take between 2-4 weeks to process and be returned to the client. We did apologize for any inconvenience the charges may have caused for the client, however we are unable to offer any other resolution, at this time as all applicable refunds have been submitted. We did express to the client that we want them to know their voice is heard, and we are here to support them if they need to express any further frustrationsWe 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:03/26/2024

  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.

  Thriveworks has include charges on my bill for a session that never occurred. They are also billing me again for a copay which has already been paid. I contacted Thriveworks billing department during the first week of March and the representative I spoke with verified the $135 charge was not valid and during that call I was told it was removed from my account. This should have brought my bill down to $206. Instead, I was told it brought the balance to $236 and change. In attempting to figure out the discrepancy, I was told the $30 was for a service in January, when in fact, it had already been paid. The representative I spoke with needed help from a supervisor to review and remove the $30 charge. Of course, I was told one was not available and I would receive a call back from a supervisor withing 24-48 business hours. I never received a return call. I attempted to contact Thriveworks again last week and asked for a supervisor. I was once put on hold in excess of 30 minutes, then told I would receive a call back. That second call back was never received. Finally, today (March 26th), I called on two different occasions and requested a supervisor. During the first call, I was told no one was available. The representative sent a message requesting a call back at 1 pm this afternoon. At 1:22 p.m., I still had not received a call, so I again contacted billing and requested a supervisor. I was left on hold for 40 minutes with no one returning to the line with an update. At that point, I had to return to work and had to hang up.

  Business Response

  Date: 04/11/2024

  Hello- We have taken the following action in regards to this complaint. We sent a first outreach to the client on 03/28/2024, as well as another outreach to the client on 04/01/2024. During the email exchange with the client we provided the breakdown of the charges on the clients account. We explained that we do show that the claim from 12/20/2023 had been reprocessed and rather than $50 that was left originally it is now $30. The client also had another session in December on 12/06/2023 where the insurance left a $30 copay. The client had 3 sessions in November, and 1 out 3 had been paid. The session on 11/22/2023 has a balance of $30 and the session on 11/15/2023 has a balance of $25. These three $30 copays and one $25 copay added to the two sessions the client had in 2024 which has a balance of $226.84 due to the deductible brings the balance on the account to $341.84. We sent a final outreach to the client on 04/10/2024 and have not heard back 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

  Customer Answer

  Date: 04/17/2024

  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 actually responded to this business several times; however, we seem to be going in circles and getting nowhere. I have paid the balance and chosen to pursue this matter with the HHSC.
  
  Regards,
  
  *** *********

• Initial Complaint

  Date:03/25/2024

  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.

  I originally scheduled a therapy appointment with Thriveworks for their *********** location. Come to find out, it does not exist. Upon contacting their customer service, I was informed that my cancellation fee would be waived as this was a mistake on their end. Last Wednesday I was charged $135 for a visit that I did not attend, because the office did not exist. I called their billing department and was told a refund was issued. Today I was again charged for a visit. I called the billing department again and apparently the first time, they never issued a refund and kept my card on file. Additionally, they said it was a cancellation fee, however upon investigation, I am being charged for the appointments. They have it on file that I’ve been seeing one of their providers, however, they do not have an office!! They keep charging my bank account, taking what very little money I have and leaving me in dire straits due to their own incompetence. Completely unacceptable

  Business Response

  Date: 04/02/2024

  Hello- We have taken the following action in regards to this complaint. We attempted an initial outreach to the client on 03/26/2024 however we didn't hear back from the client. A final outreach attempt was sent again on 04/01/2024 yet we have still not 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.

• Initial Complaint

  Date:03/13/2024

  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.

  On February 28, 2024, at 4:12pm I received notification that all of my reoccurring appointments have been canceled without my consent with Thriveworks a day before my scheduled appointment with ****** ***** . I then contacted the customer service number and spoke to scheduling department. I was then informed that this issue was due to an outstanding bill being sent to collection for a balance of $200. I was then instructed to contact collections agency. I contacted them and paid the outstanding balance and was instructed to call thrive works again to schedule they told me the account block had not been lifted and should be lifted within a few hours. The following day I attempted to book and also ****** tried as well and we were unable to do so. I attempted to call again and was give the response " this is under investigation and we will contact you."
  
  After a few days I attempted and saw the same error. I contacted the customer service was unable to receive a proper and permanent resolution. On march 4, 2024, a gentleman I spoke to was able to see it was paid and booked an appointment for March 7, 2024. After the appointment, ****** ***** tried to book follow up appointments and was given the same original error message and was unable to book. Since then I have called several times with both the billing department and scheduling and have been unable reach a resolution or book further sessions. I have asked to make formal complaints, speak to supervisors, and escalate the issue. Every representative has given me the same response " we will investigate and get back to you" or " you are going to be contacted by a supervisor" and yet nothing. It is now Wednesday March 13, 2024 and I just spoke with customer service again and again no help or update and am unable to book for my normal scheduled appointment time of Thursdays at 1:00pm.

  Business Response

  Date: 03/28/2024

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account we did attempt a first outreach on 03/22/2024 advising the client that we have corrected their account, and the client should have no issues scheduling a new appointment with their clinician. After we got no response from the client a final outreach attempt was sent on 03/25/2024, however, we have still not 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.

• Initial Complaint

  Date:03/11/2024

  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 contacted ThriveWorks for counseling services in February 2024 and they said my insurance was accepted and I didn’t need a referral.
  They called me back to schedule my first appointment, again verifying my insurance was accepted and I had only a $40 copay.
  I attended the first session and the therapist wasn’t great and ended after 40 minutes (instead of 60). I decided to try someone else and was again told my insurance was accepted. I liked the new therapist.
  A few days later I received a notice of being charged $395. I called ThriveWorks, who again verified my insurance was accepted and that the charge wouldn’t process to my credit card. Not only did the charge process, but now an additional $200 and $370 are pending and will process. ThriveWorks is now saying my insurance is not accepted. ThriveWorks is a bait-and-switch that takes advantage of people with trauma and mental health issues who need support. I will pay the agreed upon copay of $40 per session and want all other charges refunded.

  Business Response

  Date: 03/22/2024

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account we understand and apologize for any confusion regarding the information provided to the client regarding their clinician's network status. Our team is currently delving deeper into this matter to determine if there is any possibility of a refund due to the miscommunication. The clinician discussed during the client's intake call, ****** ***** is in-network with ******* ****, but they are not in-network with the client's specific ******* **** plan. The agent was correct in stating that the copay for appointments is $40 and that the clinician is in-network with ******* ****. However, that $40 co-pay amount is for in-network providers, and while a clinician may show as in-network with an insurance plan, the client's specific plan is out of network and the client does not currently have any out-of-network benefits on their plan. The client also booked two other clinicians via our online portal. In the meantime, as we await a final determination on if a refund is due, we have offered the following options to the client. 1. Cancel All Upcoming Appointments: If they prefer not to proceed with these appointments due to the out-of-network status and associated costs or 2. Continue with Sessions at Out-of-Pocket Rate: Alternatively, if they would still like to keep the scheduled appointments despite the out-of-network status of the providers, they can choose to continue with sessions and pay the out-of-pocket rates.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: 03/23/2024

  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 provided Thriveworks with my insurance information over the phone and THEIR agent verified coverage and booked my first appointment with a clinician they said was in my network - saying only the $40 copay applied during numerous calls. They then allowed me to attend 4 sessions before attempting to say the sessions were out of network. In addition, I haven’t received a resolution in 10 business days. Furthermore, they booked me for additional appointments without my knowledge or approval (presumably so I would miss them and they would then charge me the cancellation fee?). Perhaps it’s a training issue, or cash flow issue, but this is a poorly run business that is either intentionally pulling a bait-and-switch because their agents are paid on on commission and/or that doesn’t care enough to improve their business training practices despite hundreds of similar complaints from clients.
  
  Regards,
  
  **** *****

  Business Response

  Date: 03/28/2024

  Hello - After reviewing the client's account we understand and apologize for any confusion regarding the information provided to the client regarding their clinician's network status. The clinician discussed during the client's intake call, ****** *****, is in-network with ******* ****, but they are not in-network with the client's specific ******* **** plan. The agent was correct in stating that the copay for appointments is $40 and that the clinician is in-network with ******* ****. However, the $40 co-pay amount is for in-network providers, and while a clinician may show as in-network with an insurance plan, the client's specific plan is out of network and the client does not currently have any out-of-network benefits on their plan. Again, we did advise the client on 02/27/2024, the day before their initial appointment with ****** *****, that their insurance was out of network, which we believe is why the client decided to book themselves online with new clinicians. The client decided to use our online scheduling portal at that time to book their appointments with two other clinicians, ******* ***** and ******* ******, and by doing so did not allow for us we to advised the client if those clinicians are in-network or not. Per the Thriveworks consent and service agreement form signed by the client on 02/08/2024 which states: You agree that Thriveworks may bill any insurance through the information you provide. Thriveworks will attempt to verify benefits on your behalf. However, benefits are not a guarantee of full or partial payment by your insurance company. You will be responsible for any co-pays or other non-covered fees or costs. If your insurance has termed or is unable to be verified, our team will reach out to you to remedy the issue. If the issue cannot be remedied, you will be responsible for the self-pay rate of any sessions that may occur. 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: 04/01/2024

  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.
  
  Your agents confirmed multiple times via phone that the clinicians were covered by our insurance - even after confirming my insurance plan information on multiple dates. When I received the first notification of a $395 bill, your customer service agent ensured me that it was an error and wouldn't be processed since it was going through the insurance (and therefore I continued to have sessions since your agent said again that it was covered by insurance). Whether it's a training issue or an intentional bait-and-switch, your company is unethical and negligent. 
  
  Regards,
  
  **** *****

  Business Response

  Date: 11/27/2024

  Date Received: 2/11/2024 Customer: **** ***** To whom it may concern, We are writing in response to Complaint #********, submitted by **** ***** on February 11, 2024. The complaint pertains to charges related to patient responsibility. After reviewing the complaint, it was determined that the client's insurance plan was not in-network with the provider they saw. The copay the client believed they were responsible for applied to in-network providers; however, since they did not have out-of-network coverage, they were liable for the self-pay rate, as outlined in the signed consent and services agreement. The client also initiated a dispute with their bank, which was resolved in Thriveworks' favor. Based on this information, the client is not owed any refund, and the charges remain valid due to their inability to provide an active insurance plan at that time. We believe that the steps we have taken sufficiently address the concerns raised by the complainant. Therefore, we respectfully request that this complaint be closed. We remain committed to maintaining the trust and satisfaction of our clients and appreciate the BBB's role in facilitating this process. Thank you for your attention to this matter. Sincerely, ******* ***** Client Experience and Billing Manager

• Initial Complaint

  Date:03/08/2024

  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.

  During all of FY 2023 and so far in FY 2024, Thriveworks has, and continues to, bill me and pull money out of my account even though I've verbally protested, provided written disputes, and my insurance carrier has contacted them to dispute all charges. They refuse to delete my account information and further refuse to provide any refund. They also refuse to respond to my emails.
  
  The attachment provided with this dispute is only a part of the charges Thriveworks has, without my consent and in spite of my written protests (and my insurance carrier's written and verbal protests), withdrawn from my HSA account.

  Business Response

  Date: 03/26/2024

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account, we have advised the client that we have reached out to their insurance provider to confirm coverage and benefits for their appointments. The claims for all appointments have been submitted for reprocessing by the client's insurance company, with an estimated turnaround time of 30-45 days. Until this matter is resolved, we are unable to issue a refund at this time. We have also advised the client in our outreach attempts that we currently see that they have charges in dispute with their bank at this time in the total amount of $615.94, while those charges are in dispute with the client's bank, we can not refund or assist with those specific charges until their financial institution provides their findings to our finical team, generally, that process can take between 90-120 days from the start of the disputeWe 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: 03/26/2024

  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 repeatedly stated they will provide a refund, and given no explanation or accounting of any of the details with respect to that refund. $600 is not at issue. $1700 is. What about the remaining funds?This is NOT closed out by ANY means. 
  
  Regards,
  
  ****** ******

  Business Response

  Date: 03/29/2024

  Hello - While we understand the client's concerns, again, we have taken the following steps to address the concerns raised in the complaint. We have initiated contact with their insurance provider to verify coverage and benefits for their appointments. Subsequently, we have resubmitted all claims to the client's insurance company for reprocessing, anticipating a resolution within 30-45 days as that is the general processing time frame. At present, we are unable to issue a refund while this matter remains unresolved. Additionally, we have informed the client during our communication attempts that there are currently disputed charges totaling $615.94 with their bank. As these charges are under dispute with the client's financial institution, we are unable to process refunds or provide assistance until their bank furnishes its findings to our financial team. Typically, this process takes approximately 90-120 days from the initiation of the dispute.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:03/07/2024

  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.

  My account was overcharged. I was charged $40 on 3/1/24 and $40 again on 3/7/24. My therapist ***** ****** had to cancel our last appt. Due to personal issues and I still got charged for that date 3/1/24
  I would like to be refunded $40 or credited $40 for a future session.
  Sincerely,
  ***** ****

  Business Response

  Date: 03/13/2024

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account, it appears that the only $40 charge we currently show is indeed the copay for the appointments that the client had had with their clinician. We did a first outreach  attempt to the client on 03/08/2024 with no response, stating that notably, there was no recorded appointments on 03/01/2024, and therefore, the client was not charged for any appointment on that specific date. The only appointment we show that was canceled was for 02/16/2024 and for this appointment, the client was not charged. To provide further clarity, I had outlined the billing details in the outreach for all of the client's appointments. The client was Charged $40 on 03/06/2024 for the appointment on 02/09/2024, Charged $40 on 02/14/2024 for the appointment on 01/26/2024, Charged $40 on 01/31/2024 for the appointment on 01/19/2024, Charged $40 on 02/28/2024 for the appointment on 01/12/2024, and Charged $40 on 01/17/2024 for the appointment on 12/29/2023. A final outreach attempt was sent on 03/11/2023, however, the client has still not responded.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:03/07/2024

  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 contacted customer service on 3/6/24 to inform them that my 5 year old son had been admitted into the hospital and I would unfrotunately have to cancel my session on 3/7/24. They informed me that I would be assessed a charge for not giving 48 hours notice unless I provided information showing he had been admitted. I provided this information to the email address that was give by customer service. They stated that his in patient information was not enough and I would be assessed the fee and to remember that if this happens again, I would need to give 48 hours. I contacted them immediately after my son was admitted, this was clearly not planned. The lack of empathy was disgusting, the business is clearly not in therapy to help others, they are clearly worried about money. I am truly disgusted with this entire company and the situation. So while my son is extremely ill, I have to take time out of my day to write this complaint. Such a shame.

  Business Response

  Date: 03/11/2024

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account we attempted an outreach to the client on 03/07/2024 advising them of our 48-hour late cancellation policy. We acknowledge that cancellation fees can sometimes be frustrating, and we want the client to know that their concerns have been heard. However, the consent and services agreement form that was signed by the client on 02/04/2024, does outline the importance of providing a 48-hour notice before canceling an appointment so as to not incur the $135 fee. That being said, we did offer a one time courtesy of the late cancelation fee to be removed for the appointment on 03/07/2023 so that will no longer reflect on the client's patient balance.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:03/05/2024

  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 am a former patient of Thrieveworks. I cancelled all my appointments with them when I switched providers, but now they are sending me a bill for services I did not receive.

  Business Response

  Date: 03/08/2024

  Hello - We have taken the following action in regard to this complaint. After initial contact to the client was sent on 03/05/2024 to gather further understanding of the client concern so that we may better assist, no response was provided by the client. We attempted a second outreach on 03/07/2024 and still no response has been provided 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.