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

  1131 Queensborough Blvd Ste 100 Mount Pleasant, SC 29464-5430

• 

  Thriveworks

  113 Executive Pointe Blvd Ste 104 Columbia, SC 29210-8681

• 

  Thriveworks

  70 Cherry St Milford, CT 06460-3413

• 

  Thriveworks Counseling & Psychiatry Media

  600 N Jackson St Ste 300 Media, PA 19063-2530

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:03/04/2024

  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.

  On April 26, 2023, I called Thriveworks and spoke with ****** . requesting to close my account and to receive a copy of my medical records. ****** . canceled my account via phone and sent me a a copy of my medical records. On March 4, 2024, I received a call from a collections agency that Thriveworks sent my information to them, and that I owe $325, and this is not true.

  Business Response

  Date: 03/08/2024

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account, due to the developments regarding past due balance in the amount $325 for the appointment on 04/25/2023, which was charged as the clinician's out-of-pocket rates due to the client not having active insurance at the time of the appointment. The client had been sent to collections. We have provided the client with the contact information to the collection agency as we can no longer assist since the balance is no longer remaining on the account. 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: 03/11/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be unsatisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I also find that this is quite odd that it took almost a year to realize this was an error. I have confirmed that this was not my error, buy Thriveworks billing department error.  To provide background on this issue, when I completed my appointment I called the customer service line and advised that was my last appointment would be  on April 25, 224 due to recent changes and increase in fees by Thriveworks. I never marked that I had insurance for that appointment, I marked self-pay.  ****** confirmed that I would be charged for that one appointment and sent me a copy of my medical records and closed my account.   It appears Thriveworks billing and accounts department is flawed.  At the very least, a letter should have been sent in the mail.  
  
  Regards,
  
  ******** *********

• Initial Complaint

  Date:02/28/2024

  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.

  Instead of charging my card as the services were rendered, they charged me $715 all at once, weeks later, with no warning or call or email. This is unethical and not what I agreed to! I agreed to payment as services were done and it’s not my fault they did not do it at that time.

  Business Response

  Date: 03/07/2024

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account our records indicated that we attempted to bill the card the client had on file for several months, yet encountered consistent declines. However, upon a subsequent successful transaction, it appears that the accumulated charges from the previous attempts were processed in full. We were able to see that the client had requested the $715 to be charged to a new card and refunded from the old card. We have assured the client that the refund process for the $715 was initiated on 03/01/2024. The client did express concerns regarding not being provided with notifications of the declines to the card, and while we understand the importance of timely notifications, especially when it comes to financial transactions, it's important to clarify that our credit card runs are automated, meaning that our system automatically processes payments according to the information provided. This automated process does not flag individual declines for manual review. Regrettably, this means that we may not manually alert a client of declines in cases where the system encounters issues processing payment. We understand that this can lead to confusion and frustration, and for that, we did apologize to 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:02/27/2024

  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 first reached out to ThriveWorks around a month ago, at which point they said that my insurance would fully cover my visits with no conditions attached (~$150 each without insurance). After I had already scheduled my third appointment, I saw that my card was auto-charged the entire price for my first appointment (which they had said would ONLY happen if I cancel an appointment), so I contacted my therapist within an hour of the charge first showing up and let her know the situation: unless she could get the cancellation fee waived, I would go to my third appointment since it was within 48 hours and the cancellation fee is practically the same as having the appointment, but not have any follow-ups. She let me know that she had cancelled the appointment and told them not to charge me for the cancellation.
  
  Earlier today, I got an email telling me to pay a late fee for my cancelled appointment. I contacted ThriveWorks and they said there was nothing they could do about it, despite me bringing up that my therapist who decided to cancel the appointment and that they have many BBB complaints from people in situation who ThriveWorks have decided to waive. Since apparently they think that people will just give up if they shrug their shoulders and say there's nothing they can do, here's another complaint for you to deal with instead of resolving this issue easily with a phone call as I had hoped to do.

  Business Response

  Date: 03/04/2024

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account, I have informed the client that internal steps were taken to write off and refund the late cancelation fee of $135 that was charged and should reflect back to the client's card between 5 to 10 business days depending on their financial institution. Pertaining to what was stated to the client during their initial call for scheduling and the client's concern with misinformation being stated to them. After reviewing the call, the phone agent did state to the client that their insurance was verified and that there would be no copay for sessions. They agent then disclosed the out-of-pocket self-pay rates for the clinician and stated that those would not apply as we are in a network with the client's insurance. However, there was no mention to the client that they would be fully covered for sessions by their insurance. While we understand the client's concerns with insurance verification, we are unable to refund or change deductible amounts as that is set by the client's insurance. As per the consent form the client signed on 02/05/2024; Prior to scheduling, it is the client's responsibility to contact their insurance company to confirm that the provider they'd like to work with is covered under their plan and to determine their exact financial responsibility — Thriveworks is not responsible for confirming coverage or determining coverage amounts. The client is responsible for any non-covered costs, including but not limited to co-pays and deductibles OR the full out-of-pocket session cost if their insurance does not cover it. After an insurance claim has been processed, the remaining balance is due.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: 03/04/2024

  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:02/23/2024

  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 never receive any type of statement from Thriveworks, just random unauthorized charges to my credit card with no backup. On February 7, 2024, I received a charge to my credit card for $305. The charges were for 4 therapy sessions, 3 of which were previously paid on November 29, 2023. I called the merchant and spent over an hour on the phone trying to explain that I was billed twice for therapy sessions on September 28, October 12, and October 19. When I was unable to make them understand the problem, I asked to speak with a supervisor. I was told the supervisor was in a meeting and would call me back. I never received a call back. I followed up with an email to their billing department on February 8, 2024 providing copies of the November 29 and February 7 receipts showing I was double billed for 3 of 4 therapy sessions. I also requested a full and accurate billing statement for all sessions/payments to date since none of the therapy sessions I was being billed for show up in my online transaction history with Thriveworks. I still have received no response and have been overbilled $220 for the three referenced session dates.

  Business Response

  Date: 03/07/2024

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account for the dates of service spanning from 07/06/2023 to 09/07/2023, we encountered an issue regarding the processing of claims with ***** as the secondary insurance provider. ***** had denied these claims citing the need for secondary claims to be paid through a different secondary payor or coordination of benefits is needed. Our records indicated that during this period, the client may have had secondary insurance coverage through *******. However, the information available to us lacks clarity on this matter, as it does not provide a member ID or detailed plan information for *******. To facilitate the resolution of this issue, we requested the client's assistance in verifying whether ******* or ***** served as the secondary insurance provider during this period. After further review and contact with the client the claims from 09/28/2023 through 11/29/2023 were processed through **** and the secondary insurance, *****, resulting in a patient responsibility of $57.19. Additionally, it seems that a a no-show fee of $135 for 11/17/2023 and a late cancellation fee of $135 for 11/29/2023, both of which were covered by the payment posted on 11/29 once ***** processed the secondary for the claims 09/28 to 11/02. Regarding the recent claims processed we have corrected all claims from 09/28 to 11/17. The claims from that period indicated a patient responsibility of $57.19. The dates of service from 07/06 through 09/14 have not yet been corrected as they have attached denials for coordination of benefits for that period. As the client stated ***** was their secondary insurance holder for these dates, we advised the client to contact ***** to coordinate benefits for this period so we can send them back to ***** to reprocess. Regarding no-show fee's we have decided to waive the late cancelation fee for 11/29 and we have taken the necessary steps to correct the billing for the appointment on 09/14/2023 after speaking with ******* who state the claims had already been paid. Subsequently, we have rebilled the date of service 09/14/2023 to ***** so now we will just need to wait for ***** to process the claim. Regarding the appointments from 07/06 through 09/07, according to the Explanation of Benefits provided by *****, these claims were processed on 02/23/2023 and may take 30-45 days to complete the process.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: 03/11/2024

  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.
  The business agreed to waive the 11/29 late cancellation fee for which I have no record of an appointment, yet there is no indication that the charge has indeed been reversed or applied to other charges.  While I am glad to have finally had contact from the business and am working with them to resolve this matter, their online billing and transaction history is still woefully incomplete and does not accurately reflect all dates of service.  Further, the receipts of payment recently provided by the business appear to have been created for the sole purpose of justifying the random charges to my credit card and do not match the information/dates of service provided on previous receipts where I was billed twice for three separate dates of service rather than for new dates.  I have provided the business with all explanations of benefits from both my primary and secondary insurance and am working with them to put this matter to rest.  Other than the 9/14 claim submitted to my secondary for the first time, all claims have been fully processed by insurance.  At this time, I do not consider this matter resolved as the business still needs to reverse the 11/29 late fee, review the explanations of benefit processed by secondary insurance, and update their billing records.  By my records, there should be a final balance owing of $37.65, not the $320.95 still showing on the business' online billing site. 
  
  Regards,
  
  ******* ******

  Business Response

  Date: 03/21/2024

  Hello -We currently are unable to offer any further assistance as we are still awaiting the clients insurance to finish reprocessing the claims as their insurance requested further information from their member. Until this has been completed we are unable to provide and updated statement or receipt to 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: 03/22/2024

  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.
  Once again, the merchant has arbitrarily tried to charge my credit card that I specifically requested they remove from their records (see attached).  All insurance has been processed and, by my records, there is only an outstanding balance of $37.65.  However, rather than update their billing records and reverse the late cancellation fee as promised, they are trying to bill my credit card $320 without authorization.  This practice has to stop!  I am more than willing to pay the correct outstanding balance on the account, but to randomly attempt to charge my credit card for monies not owed is criminal.  They need to provide me a detailed billing statement with all dates of service and all payments made, not incomplete receipts with duplicate charges doctored to fit their attempts at collecting money they're not entitled to.
  
  Regards,
  
  ******* ******

  Business Response

  Date: 03/25/2024

  Hello -While we understand the client's concerns, at present, we cannot extend additional aid since we are awaiting the completion of the client's insurance reprocessing of claims. Their insurance has requested additional information from the member, and until this process concludes, we are unable to furnish an updated statement or receipt to 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:02/23/2024

  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 spoke online with 2 different
  mental health providers from this online company., thriveworks. I called and canceled . I was immediately sent to my account and paid. The agreed price was $175 for an hour. The first counselor was only 3o minutes instead of an hour and charged full price. The second one was $175 an hour and I was charged $395. I call every day hoping to get back $175 that I was promised.
  I deeply regret using thriveworks. The second provider signed me up for several months in the future but tthankfully I did get to cancel them.
  They take advantage of people who want help.
  I really don't think I will get my money back. I just want people to please look at their better business bureau reviews. It never occurred to me to check first and I regret it.
  They have a real scam going.

  Business Response

  Date: 02/27/2024

  Hello - We have taken the following action in regard to this complaint. In our first outreach to the client on 02/26/2024 we informed the client that after reviewing their account, we had taken internal steps to refund the $170 that was previously stated to the client by one of our billing agents. This refund was processed via paper check and went out today 02/27/2024. We did advise the client to please allow 30 days for the refund to be processed and mailed out. After no response from the client, we sent out a second out reach attempt today and the client replied that they were no longer interested. 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: 02/27/2024

  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,
  
  **** *****

  Customer Answer

  Date: 04/03/2024

  Better Business Bureau:
  
  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 overcharged me in Feb. They agreed to repay $170. Today they sent me an email saying that i.had a meeting today with a woman who doesn't work there. I would never go to them. I called and the woman told me that because I told my bank, they would with hold the money for 120 days because I told the bank. It is frustrating and sad. I never expected them to return my money but I wish they were not going after me because they owe me $170. I did reach an agreement with them because of BBB but they said the bank complmeans they must with hold for 120. It is very sad

  Business Response

  Date: 04/03/2024

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account, we can confirm that the client has initiated the chargeback process, due to a disputed $540 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 03/07/2024.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.

  Customer Answer

  Date: 04/04/2024

  I have reviewed the response offer made by the business in reference to complaint ID 21335478, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. They were going to send $ until they heard from my bank and decided to postpone it. The bank told me they did not h to take 120 days and indeed thriveworks dud send them a letter saying that they gave me a check. The bank checked carefully and agreed with me that there was no check.Thriveworks had admitted initially that I would get money back from my overpayment of $170.Recently I received a noticed from my insurance company that thriveworks wants $175 for an appointment I paid for.it is out of pocket and I knew that. I have no.idea why they are trying to get more money when they owe me money
  I don't understand the behavior of these people. The last time I called them, the woman said they were in the Philippines.  When I asked to speak to her supervisor she said no. I understand from the bank that because they do business in the US they are to abide by our laws. If, however they do business in the Philippines,  they abide  by their government rules.  Philippines is an honest and fair nation I will let things be worked out by the bank's visa rules as thriveworks wishes their own fate
  Regards,
  
  **** *****

  Business Response

  Date: 04/29/2024

  We did bill the client's insurance and it was denied for out-of-network so we wrote off the charges starting from November 2023. We had also taken internal steps to refund the $170 that was previously stated to the client by one of our billing agents. The check was mailed on 02/28 but has not yet been cashed from what we can see on our end.  

  Customer Answer

  Date: 05/01/2024

  Better Business Bureau:
  
  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.Sorry I don't agree. I went over step by step over every thing with my bank. Solid proof no check.I am sick of these people who frighten me. I feel for others who deal with them. The bank did say **** picked up the caseThank you **** ***** 

• Initial Complaint

  Date:02/16/2024

  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.

  My son is in *********** going to college and has been seen at thriveworks. He is covered under are health insurance. Thriveworks have been sending there claims to the wrong place for this type of claim they have to send the claims directly to who oversees the insurance. My son and I have been talking to thriveworks trying to tell them they have to mail or fax the claims directly to who oversees the insurance, that they handle these claims directly there number is even on the back of the insurance card but they seem to not understand what we are telling them. A representative from the insurance company even called them with my son on the phone they told her they have never mailed or faxed a claim she then asked if they could email the claims to her and they said no. We are just trying to get the claims paid and every time my son calls they are just asking him for more information that he has to keep calling the insurance company for but nothing is being resolved this is just causing more stress we have provided them with the address to mail claims to we have given them the fax number to fax the claims. They tell us they will call us back we never here from them. They act like they are trying to help, I had one young man named **** tell me he called the person at are insurance company and left a message and when she calls back she would get him and I didn't hear anything from him so I called are insurance company and asked the representative there if she had a missed call from thriveworks a representative by the name of **** she told me no but that she would call and try to talk to him she called me back saying they wouldn't let her talk to **** when he reassured me that he had put notes on my son's account and they would get him on the phone when she called. I asked one representative that I spoke to at thriveworks why didn't they seem to understand and asked her if they where in the united states and she said she was in the Phillipines. I don't know if this is true but something isn't right with thriveworks billing department and if they are in the Philippines it makes sense why they just pretend to care and act like they are passing the information on to someone else that can take care of the problem.

  Business Response

  Date: 02/22/2024

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account we have advised that we are showing where the error occurred with the claims not being processed correctly. We have informed the client that as of 02/19/2024 all claims for 2023 have been billed and faxed to the correct address for processing. Furthermore, for the 2024 sessions, the claims are being billed directly through ****, with no errors or concerns noted, the local **** ***** **** ****** office is currently processing these claims and payments are being made.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: 02/29/2024

  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:02/14/2024

  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.

  02/14/2024 Thriveworks LLC wrongfully, and unjustly took $725 out of my account today. This transaction was 100% unauthorized, with not one bill stating this was owed, not one phone call stating they did not have insurance on file, not one piece of paper signed stating that I would ever authorize a transaction of this magnitude and I only had my card on file for copay purposes only, which again were billed and paid for. This unjust and wrongful transaction has caused immediate harm to my family financially where we are now going to be overdrawn $1k and more with overdraft fees etc. I am SICK that this company refused to do anything about it except for keep me on the phone for 3+ hours and tell me I won’t get the money to return to my account for a week+!! Not to mention that this is SOLELY their fault for not communicating about insurance and they have incompetent employees that continue to say you’re not covered but then a manager gets on saying the providers are covered!!!! So the $725 is WRONG and it’s a blindside and it’s theft! They are stealing money from a one income family of 5 and creating suffering in my household! This should honestly go to small claims court.

  Business Response

  Date: 08/27/2024

  Re: Complaint #********Date Received: 2/14/2024Customer: ********* ********To whom it may concern,We are writing this note in response to Complaint #******** received from ***************** on 2/14/2024. The complaint pertains to a billing and chargeback concern.We regret any inconvenience or dissatisfaction experienced by the customer and takethese matters seriously.After reviewing the complaint, we contacted the primary account holder to inform themthat a refund has been issued. The client has been notified about this resolution.We believe that the steps we have taken address the concerns raised by thecomplainant and at this time we request that this complaint be closed.We are committed to maintaining the trust and satisfaction of our customers andappreciate the BBB’s role in facilitating this process. Thank you for your attention to thismatter.Sincerely,Client Experience and Billing Manager

• Initial Complaint

  Date:02/12/2024

  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 had a psychiatrist appointment I missed. They charged my Insurance $135.00
  My insurance paid in full then they said I still had to pay them as well.

  Business Response

  Date: 02/14/2024

  Hello - We have taken the following action in regard to this complaint. Upon reviewing the client's account further, we can confirm that the client's insurance was not charged for a late cancellation fee as this is not Thriveworks policy; only clients are charged late cancellation fees as they are not covered by insurance. The only payment Thriveworks has received from the client's insurance provider was on a submitted and valid claim for a rendered service. The late cancellation fee in question was only applied to the client's balance. Additionally, the client's late fee has been waived as a one-time courtesy, as of 2/12/2024. The client was advised of this that day.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:02/11/2024

  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 would like to ask your office to help me with an issue I am having with a Medical Practice that operates within the US but has a ** location. The name of the company is Thriveworks, LLC. They specialize in Mental Health/Psychiatry. I was advised by my Primary Care physician to avail of the said services for my Insomnia. I reached out to them because they were in network with my Medical Insurance (***********). Before I scheduled a session, I submitted all my insurance paperwork, just to make sure that my consultations will be covered and I will only owe $20 co pay for each visit. They confirmed this so I scheduled a session one after the other. After scheduling a third session, I noticed that I was billed through my credit card $510 for the two sessions. I quickly cancelled the third session and reached out to the practice and asked them why I am getting billed. They said they will look into it and promised they will be submitting the claims to my insurance company and credit me. After a few weeks, I still have not received any reversal on my credit card so I checked with my insurance company if Thriveworks sent claims for my two sessions. The insurance company informed me that they have not received any claims on my behalf. Now, I am stuck trying to get my money back and Thriveworks is not responding to my correspondence. I searched online and it seems that this is common practice for them. The reviews point to them scamming patients through this method. I should only owe them $40, instead they have $510 of my hard earned money.

  Business Response

  Date: 02/14/2024

  Hello - We have taken the following actions regarding this complaint. Upon reviewing the client's account and explanation of benefits, provided by the client's insurance provider upon receipt of claims response, it was determined that the client's insurance coverage only extends to telehealth sessions conducted via the Teledoc platform. Thriveworks does not utilized this platform and the client's sessions were conducted via Zoom, as is Thriveworks policy. The client was not only fully made aware of the platform Thriveworks utilizes; the client was also advised via our Consent and Services agreement, which was signed by the client on 11/17/23, that while we will attempt to verify benefits on behalf of the client, benefits are not a guarantee of full or partial payment by their insurance company and the client is responsible for any non-covered fees or costs. We must assume clients are aware of their benefit coverage and any telehealth platform restrictions prior to scheduling a session, as this is not information that is available upon initial verification and is instead provided via an explanation of benefits by the insurance provider after the claim has been submitted. The client is responsible for the owed amount on the billed claims at this time.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:02/01/2024

  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.

  Last October I was billed $484 without any notice. I immediately contacted billing which agreed to refund me if I set up a payment plan. I signed a payment plan contract on the phone with them and was confirmed it was received. However, on 1/31 I was just billed $417. I called billing and they informed me the payment plan was not entered into the system correctly and even though that was not my fault - I cannot get a refund. I requested the number to HR or email, and was told there wasn’t one. I requested to speak to a supervisor and was told they were too busy. I am extremely frustrated as that was money for groceries as I recently became disabled and that took my money from my account after I had to start a new job and did not have much to work with. They refuse to refund me due to an error on their end, and refuse to give me any contact information to HR or a supervisor.

  Business Response

  Date: 02/11/2024

  Hello - We have taken the following action in regard to this complaint. As of 2/6/24, the client's balance was successfully put on a payment plan and the client was refunded appropriately. We can confirm the client has been fully assisted 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.