Business Profile

Psychotherapist

Thriveworks Administrative Services, LLC

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Complaints

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

Customer Complaints Summary

341 total complaints in the last 3 years.
91 complaints closed in the last 12 months.

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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: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.
- Services provided in 6/2023
- Charged 4 copays totaling $120 in 12/2023
- I have 2 health insurances. I gave them insurance A through their website before beginning medical care. For some reason, they did a "discovery lookup" and billed insurance B.
- Insurance A has $0 copay, while insurance B has a $30 copay. They billed the incorrect insurance, but have failed to take responsibility and are attempting to charge me (not to mention the charge is 6 months after the service).
- They say that the insurance on file at the time was insurance B, but this is a lie since I only gave them insurance A either over the phone or via their website.

- On top of this, the practice itself has no sense of responsibility --- care providers repeatedly show up for appointments 10 minutes late but Thriveworks charges for the time anyway. Needless to say that after those 4 sessions, I had had enough.
Business Response
Date: 08/27/2024
Re: Complaint #********Date Received: 2/1/2024Customer: ***** ********To whom it may concern,We are writing this note in response to Complaint #******** received from ************* on 2/1/2024. The complaint pertains to a billing and insurance concern. Weregret any inconvenience or dissatisfaction experienced by the customer and take thesematters seriously.After reviewing the complaint, we confirmed that the client's insurance was billedcorrectly and covered their responsibility for the previous copays. The client'schargeback request through their bank was approved, and they have received theirfunds back.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:01/26/2024
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.
I recently decided to get back into therapy due to something traumatic. I had used thriveworks previously with zero issues. On the 5th I checked my bank account and saw that they had taken 695 dollars. When I got back into thriveworks I was told they took ********. They even told my provider that they accept it. Put the insurance card information through and said they accepted it. When I called billing I was told "we do not take ********" and that they switch me to self pay with out my knowledge. Oddly enough, they still have a medicaid option when you call. I can't pay bills because of what thriveworks just did. I'm a peer recovery specialist and have mentioned to thriveworks to so many individuals in need within my community. I will NEVER do such a thing again. What you guys are doing will, and could send people straight into crisis. Beyond shameful to take advantage of so many people in need.
Business Response
Date: 08/27/2024
Re: Complaint #********Date Received: 1/9/2024Customer: ******* *******To whom it may concern,We are writing this note in response to Complaint #******** received from ************** on 1/9/2024. The complaint pertains to a billing and insurance concern. Weregret any inconvenience or dissatisfaction experienced by the customer and take thesematters seriously.After reviewing the complaint, our team contacted the client to inform her that werefunded $248 in April 2024. This refund was issued because we could not charge herfor the period during which she had different insurance that was not accepted by ourpractice.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
Customer Answer
Date: 08/29/2024
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 was told by this business that they accepted ******** insurance. In the care agreement I signed, it was stated that should there be any problems with my insurance, I would be contacted before my account was switched to self-pay. They did not accept ********, and my account was switched to self-pay without notification, resulting in almost $1000 being charged to my bank account at once. After talking to their customer service I was told I would receive a refund amounting to around $700. This was later changed to $248 which was deposited into my bank account. I then submitted a release of information request. This was months ago and I have yet to receive my own medical information.

Regards,

******* *******
Business Response
Date: 09/04/2024
Re: Complaint #********Date Received: 1/9/2024Customer: ******* *******To whom it may concern,We are writing this note in response to Complaint ##******** received from ******* ******* on 1/9/2024. The complaint pertains to the billing and medical records concerns on the client's account. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously. Upon reviewing the details of the complaint, we took the following action: We had sent an outreach via email on 09/02/2024 stating that the concern regarding the charges were explained to the client by an account supervisor on 04/12/2024. It was reviewed that the client was initially charged a total of $695 as self-pay rates for dates of service 08/02/23-01/02/24. Based on further review, the client had a lapse in insurance coverage from 08/02/23-09/25/23. For these 3 dates of service, they would be considered self-pay as they did not have active insurance coverage during that time. From 10/01/23-present, we did verify that the client does have active ******** insurance which we do not accept.For the dates of service 10/19/23-01/02/24, we wrote off the charges from the client's account since we do not accept ******** insurance. We also wrote off the late cancellation fee and no-show fee for dates of service 01/08/24 and 01/09/24. For the dates of service where the client had active ******** insurance, we refunded the self-pay charges of $248. As mentioned earlier, the client was initially charged $695 at self-pay rates. However, due to the lapse in your insurance coverage for the dates of service 08/02/23, 08/30/23, and 09/25/23, these three dates will remain at the self-pay rate of $149 each.Regarding their request for medical records, we did apologize for the delay that had experienced in the processing of their request for medical records. Although the client signed the release of information form on April 12th which is needed for us to send records, the request was not submitted at that time. However, their records request was expedited and was then sent to the client as of 09/03/2024.We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,****** *.Account Supervisor .
Customer Answer
Date: 09/04/2024
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 need to look through 258 pages of my medical records to corroborate what Thrivework's is trying to say. Again, we have gone in circles for months.As for the request for my medical records they were in fact signed. I sat with a caretaker while signing and submitting on my end. Again, fault on Thrivework's end.

Regards,

******* *******
Initial Complaint
Date:01/24/2024
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.
Dec.27 I was charged 270.00 for services I didn't receive due to technical issues with zoom. I have repeatedly called and explained to thrive works that I did everything I was supposed to do,while their clinicians did not follow policy and contact me within 15 min. Of my missing the login for the appointment. I would like to get the 270.00 back since I received no service and no one even tried to help me what so ever the day of the appointment or any day after except for one charge of 135.00. I don't understand why they fixed the one charge but not the other 2 equaling 270.00 when the exact same issues occurred on all 3 separate appointments. If you could help me resolve this issue I'd greatly appreciate it. Thank you
Business Response
Date: 02/16/2024
***** ****** ***** *********** unfortunately, we will not be able to provide a resolution at this time. The client or account holder has initiated a chargeback through their financial institution, which can take up to 120 days, hence until May 11th at the latest. We did, however, waive one of the late cancellation fees they reported for $135, but the other concerns they raised were determined to be unfounded and the charges valid.
Customer Answer
Date: 02/19/2024
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 dispute has been denied by ***** (our banking institute of choice) already. Therefore we don't understand the necessity of the continued wait for the refund. Thank you for your help in resolving this issue.) ******** ****** *******

Regards,

******** ****** *******
Business Response
Date: 03/11/2024
Hello - We have taken the following action in regard to this complaint. As stated previously, we will not be able to provide a resolution at this time. The client or account holder has initiated a chargeback through their financial institution, which can take up to 120 days to be resolved. We can not refund or touch a charge while it is in the dispute process with a client's bank, we will need to wait for the client's finical institution to complete the process, after that we can re-review the clients request for a refund. Again, we did waive one of the late cancellation fees the client reported for $135, but the other concerns they raised were determined to be unfounded and the charges valid. 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: 03/14/2024
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 received no service due to a connection issue which no one helped resolve even after I reached out for help.i do not feel as if I should have been charged period for something I didn't receive. any help with the issue will be greatly appreciated. Also the charge was November 27th and our bank has finished their investigation so I fail to see why they are delaying the refund. Thank you

Regards,

******** ****** *******
Customer Answer
Date: 03/15/2024
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 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 received no service due to a connection issue which no one helped resolve even after I reached out for help.i do not feel as if I should have been charged period for something I didn't receive. any help with the issue will be greatly appreciated. Also the charge was November 27th and our bank has finished their investigation so I fail to see why they are delaying the refund. Thank youRegards,******** ****** *******
Business Response
Date: 03/18/2024
I wanted to provide you with an update regarding the BBB complaint for ******** ******* Complaint ID: ********. As of now, the status of the chargeback remains in progress. These proceedings typically take up to 120 days to reach a resolution. Based on the current timeline from when the chargeback started, we anticipate hearing back from the client's financial institution around May. Rest assured, we are actively monitoring the situation and will keep you informed of any developments as soon as they arise, however, there is nothing further we can do for the client at this time. If you have any questions or require further assistance, please don't hesitate to reach out. Warm regards, Client Experience Specialist | Thriveworks
Business Response
Date: 11/27/2024
Customer: ******** ****** ******r To whom it may concern, We are writing in response to Complaint #********, submitted by ******** ****** ******* ** ******* *** ***** The complaint concerns a $270 charge for services not rendered, related to two sessions marked as late cancellations per our policy. After reviewing the complaint, we have determined that a refund will be issued to the client due to issues connecting with their provider at the scheduled time. We have reached out to the client via email to confirm their mailing address for issuing a paper check refund for the amount in question. Given the time elapsed, a paper check is necessary for this refund. We kindly urge the client to contact us via phone or email so we can resolve this matter to their satisfaction as soon as possible. We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter. Sincerely, ******* ***** Client Experience and Billing Manager
Initial Complaint
Date:01/20/2024
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.
January 19, 2024

I would like to file a complaint today against Thriveworks. They are not billing ***** leaving me to pay the total cost of service or they bill in error.

On 1/5/24 they charged me $205.83 (includes a fee of $165.83 for 1/5/24 service and a fee of $40 for 8/4/23 service). Then today on 1/19/24 a pending charge of $165.83 for service 1/22/24 which has not yet happened.

Explanation Breakdown:

For service dated 8/4/23 they charged me $40 which should have been $0 cost for EAP (Employee Assistant Program). I am allowed 8 free sessions per year. For 2023 I used 8 free EAP sessions. So then
Thriveworks refunded for service 8/4 of $40 back into my account. Later on, on 1/5/24 they charge the same $40 for service 8/4/23 so I called them. On 1/5/24 they claimed to have processed a refund of $165.83 and $40. They say I would need to wait 7 to 10 business days. It’s been 10 days no refund yet.

On 1/17/24 I also reached out to ***** and Thrivework placed them on a 3 way call. ***** provided Thriveworks a new EAP authorization code using the same Billing code. They claimed they processed and billed EAP for service 8/4/23.

As far the charge $165.83 for service date 1/5/24, my pain medication nurse emailed me that she had to cancel our service 1/5/24. Her flight was delayed. I told her Thrivework had already charged me $165.23 for her cancellation. She emailed me that she will get the fee waived. On 1/5/24 Thriveworks confirmed by phone and by email they processed a refund for $165.83 and $40. They said to wait 7 to 10 business days to receive refunds. No refunds yet.

On 1/19/24, I called Thriveworks to request to speak with a billing manager, I was on hold for awhile, manager never came to the phone. I called 3 more times still couldn’t get a manager, the representative came back on the phone to tell me he did not see any refund process on 1/5/24. So allegedly he claims that he went ahead and processed the refund for $165.83 and $40 today on 1/19/24 and to wait 7 to 10 business days again.

Right after this, I checked my bank account, I see a pending hold charge from Thriveworks for -$165.83. I get back on the phone with them so they can explain was going on. This charge is for service 1/22/24 which is not here yet. Thrivework, ***** and I was on a 3 way call. Service dated 1/22/24 was set up for EAP. I get 8 free sessions for 2024. I am fighting to have them not take the money out of my account, Clearly they did not bill ***** for EAP service. Prior to booking the service 1/22/24, *****, Thriveworks and I was on a 3 way call. ***** told Thrivework the new authorization code # * for 2024 and to use the same billing code. As a result Thrivework did not bill ***** for EAP service 1/22/24. The charged is pending for the full amount $165.83. Now they claim they did not see this charge on there end. I told them the charge was pending on hold and I hope it does not go through. I now need to wait to see if it clears. Please do something. They have great counselors, but their billing is horrible. From the very first day I called Thriveworks they uploaded my insurance card and debit card. I do not recommend anyone to use there service. The billing sucks. I have never before experienced such poor billing practice as Thriveworks. I hope you can help resolve getting my refunds.

EAP Breakdown for 2023:

Received 8 free EAP services through ***** dates are:
8/4, 8/18, 10/4, 10/11, 10/18, 10/25, 11/1, 11/8

Thriveworks charged my bank $40 each on 8/9, 8/25, 10/13. See bank statements. These dates should be free EAP services. After complaining with Thriveworks, on 10/16 they refunded me back the same 3 dates of $40 each. See bank statements.

As explained above, Thrivework then turned around on 1/5/24 charged $205.83 which $40 of that amount was for the EAP service 8/4/23. They billed again for service dated 8/4/23 after they refunded it on 10/16/23. They double dipping.

******* ******* **** ******* ** **** ******* ** ***** ***** ******** ************ *********
***** Health and Life Insurance Co.
OA Plus in network
No referrals required
Customer Service ************ 2 different ways to bill:
EAP side 8 free per year or
Medical side $40 copay

Thriveworks
***** ******** Thriveworks.com
I only do Zoom Meetings
2 locations
Business Response
Date: 02/16/2024
Regarding the ****** ******* case (********), we have been in contact with the client and issued refunds on January 19th and January 29th. They were left with only $40 for their ***** insurance co-pay, as stated in the complaint.
Initial Complaint
Date:01/11/2024
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 have never been in therapy but I work in fraud for **** **** so my grandpa and my grandma passed away I was very sad and my life was upside down my job suggested I take leave but the only way to do so would be to go to counseling that they provided. I talked to the lady on a recorded line she said **** **** has the best of the best you won't pay anything after insurance and you are good to go I'll set up your next 6 weekly visits so you don't have any problems. I asked up front am I going to be charged anything you ensured no. Just put your card on file because we work electronically she said " like a hotel " you will be good to go. I put my **** ******* account on. Then while on the phone with her I said you know what let me change it to my ***** because it's digital account and I'll see it right away if anything happens. She said oh that's smart yes ma'am that's fine. So I changed it to *****. Well weeks later they charge me 135 to cancel me for non payment of a 480.35 payment that no one ever said I would have to pay. I asked all the questions in the beginning I told them I just paid out of pocket all my savings 15k to lay my grandpa and my grandma to rest. I am so confused. Then they start hitting both my account my **** *** and my ***** every day and are still doing so saying I owe 599.99 I never authorized any of this. It's fraud. They can't even legally hit both my cards. I had to get a new account with **** *** and my ***** is still to this day every day being charged. I would like my money back because no servi es were rendered and I was charged. Makes no sense. It's a fraud and a scam.
Business Response
Date: 01/22/2024
Hello - We have taken the following action in regards to this complaint. Upon reviewing the client's account and billing history, as well as reviewing the original scheduling call, we can confirm the client has been billed correctly to date. We can also confirm that the representative the client spoke with on said call did correctly advise the client that they would be responsible for any possible deductible. The client has advised in their complaint that no services were rendered, however we can confirm this is false and the client was provided services during their multiple attended appointments. The client also signed a consent agreement authorizing Thriveworks to charge the method of payment on file for any non-covered fees or costs. We would normally reach out to the client to go over this information again, however the client has threatened legal action and has requested not to be contacted further. 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:01/11/2024
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 made a monthly payment to Thriveworks. The website stored my card information and did not give me an option to delete it. They charged my card for the payment I made plus the entire medical bill. I did not authorize the entire amount to be taken from my account. I have not skipped any monthly payments.
Business Response
Date: 01/28/2024
Hello - We have taken the following action in regard to this complaint. Upon reviewing the client's account fully, it was determined that the client's responsible party was not owed a refund of any kind, as they did sign a consent agreement authorizing Thriveworks to store and charge the method of payment on file in full for any patient amount owed. We reached out to the client's responsible party on 1/22/24 via email to advise on this and to provide the signed consent agreement. The client's responsible party did respond back advising the signature contained in the document was not her signature, however this signature is just an electronic signature template. We reached back out to advise that we do not require clients to provide a physical handwritten signature and instead offer the option of electronic signature, which the responsible party did choose to participate in. We can confirm the responsible party submitted this electronically signed document.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:01/05/2024
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 booked an appointment with a mental health provider, ***** ********, through Thriveworks, a mental health service I have used in the past. I booked this appointment at 7pm on 1/4, and the appointment was supposed to be at 10pm the following evening (1/5). I'm having issues with anxiety and finally have some extra cash to be able to address it with professionals. With a recent healthcare provider merge on my end, I realized my insurer no longer covered Thriveworks as it had in the past. I canceled the appointments 20 minutes after booking it to free up the providers schedule (they had 4 slots for the evening of 1/5, my slot was 1 of 4), and immediately got billed for $135. This is predatory behavior on their end - I did not no-show, and I even communicated to the provider that I had to cancel because of insurance reasons. They still billed me. The provider had 4 open slots for the evening I was supposed to have therapy (1/5). There is no world where having an appointment booked for 20 minutes justifies a cancelation charge. ***** ******** is the provider, the appointment was booked and canceled on 1/4, and the charge is listed as pending on my credit card.

It is unfathomable to scam someone struggling to find mental health help. I regret giving them my credit card information. I have been trying to get them to cancel my account but nobody picks up customer service calls and they wont respond to my emails, so I most likely have to change my credit card information, which even further takes my time away from pursuing mental health help.

I fully understand the practice behind charging people for cancelations, lord knows I've missed my fair share of dental appointments due to anxiety, but I buck up and pay the cancelation charge, because at the end of the day a healthcare providers time and resources is precious and stretched thin. Charging a patient struggling with anxiety to begin with for having an appointment booked for 20 minutes is unconscionable.
Business Response
Date: 01/14/2024
Hello - We have taken the following action in regards to this complaint. After reviewing the client's account, it was determined that a courtesy waiver of the charged late cancellation fee was appropriate, due to insurance benefit incompatibility. The client was therefore refunded on 1/14/24 in the full amount of $135. We reached out to the client via email to advise further on this action and to advise refunds can take up to 5-10 business days to process fully and funds to become available, depending on the financial institution.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:01/05/2024
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 was charged for a session on 10/27/2023 with ****** *** in the amount of $135. It was in incorrect charge. I've been emailing with customer support since 11/02/2023 with no resolution. I finally received a email response on 12/31/2023 asking me if the issue has been resolved and I replied prompting saying that it hasn't.

Both my therapist ****** *** have attempted to contact customer support at Thriveworks with no resolution.
Business Response
Date: 02/01/2024
Hello - We have taken the following action regarding this complaint. Upon reviewing the client's account, it was determined by their clinician that a waiver of the late cancellation fee was appropriate, however we are unable to refund at this time as the client has disputed the charge with their financial institution. We would be happy to proceed in refunding the client as a courtesy once the dispute has been resolved, however this can take up to 120 days. 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:01/05/2024
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.
When I set up my account I gave them my insurance info. I chose them because they are in network for my insurance. It wasn’t until I got a bill a month and a half after I started my sessions that I knew there was an “issue” with my insurance. They charged my card the same day I got the bill! I called them several times and every time someone would either tell me there wasn’t an issue and they were waiting for insurance to pay them or there was and issue. I had to have my insurance call them directly and resolve the “issue”. They have been paid by my insurance and are still claiming they haven’t despite my insurance providing them proof. They claimed they would call me back and haven’t. It’s been months since they’ve been paid by my insurance. I just want my money back. They’ve been paid twice now for the services provided.
Business Response
Date: 08/27/2024
Re: Complaint #********Date Received: 1/5/2024Customer: ***** *******To whom it may concern,We are writing this note in response to Complaint #******** received from ************** 1/5/2024. The complaint pertains to a billing and overpayment concern. Weregret any inconvenience or dissatisfaction experienced by the customer and take thesematters seriously.After reviewing the complaint, our team contacted the client to inform them that a checkhas been issued to address the overpayment.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:01/04/2024
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 tried using thriveworks for therapy and hated it so I called to cancel and instead of canceling they said verbatim “you will no longer have a monthly fee” and I made the agent verify this multiple times. I never ended up using it again and I continue to get notices about how I owe them money but I don’t owe them anything I never used their service - overall they’re shady and charge so much money to people with mental health issues
Business Response
Date: 01/14/2024
Hello - We have taken the following action in regards to this complaint. After reviewing the client's account and the details provided in the client's complaint, we must advise that the client's statements, namely that she tried using Thriveworks for therapy and also that she never used the service, are somewhat conflicting. We can confirm that despite the client's claim to the contrary, the client has used the services and does have a remaining owed patient financial responsibility. The client attended several sessions with various providers during their time with Thriveworks, and was correctly charged for these services, however when attempting to charge the client for additional services rendered, the card on file declined multiple times. We reached out to the client on 1/19/23 via email and also spoke with the client via phone call on 1/20/23 to advise that the method of payment had declined, and the client stated that the card had been "hacked" and that she would reach out to provide new payment information. The client has not yet provided any additional payment methods and still has a reflected balance of $199, which is comprised of two $50 patient responsibility amounts on claims and a $99 no-show fee, which was determined to be valid. We await further contact from the client so we can proceed in collecting this owed 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.
Customer Answer
Date: 01/15/2024
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.

Please find the phone call where I tried to cancel and your agent told me I would no longer have a monthly fee. This was explicitly told to me and the only reason I did not cancel sooner.

Regards,

**** ******
Business Response
Date: 01/28/2024
Hello - We would like to offer the following rebuttal to the client's response. While we understand the client may be confused about the charges in question, we can confirm none of these charges are comprised of a membership fee. We have not participated in a membership program or charged a membership fee to any clients since January 1st, 2023. Once again, the client attended several sessions with various providers during their time with Thriveworks, and was correctly charged for these services, however when attempting to charge the client for additional services rendered, the card on file declined multiple times. We reached out to the client on 1/19/23 via email and also spoke with the client via phone call on 1/20/23 to advise that the method of payment had declined, and the client stated that the card had been "hacked" and that she would reach out to provide new payment information. The client has not yet provided any additional payment methods and still has a reflected balance of $199, which is comprised of two $50 patient responsibility amounts on claims and a $99 no-show fee, which was determined to be valid. We await further contact from the client so we can proceed in collecting this owed 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

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Thriveworks Administrative Services, LLC is NOT a BBB Accredited Business.