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

  70 Cherry St Milford, CT 06460-3413

• 

  Thriveworks Administrative Services LLC

  2 Hamill Rd Suite 410 Baltimore, MD 21210

• 

  Thriveworks Administrative Services LLC

  1120 N Charles St Suite 101 Baltimore, MD 21201

• 

  Thriveworks Administrative Services LLC

  5410 Lynx Ln Suite 285 Columbia, MD 21044

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/14/2025

  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.

  This does involve mental health services, but my complaint is with the company who manages providers and billing, not the services themselves. My visits are to be covered entirely through my insurance, but Thriveworks require me to have a card on file and have messed up my billing so badly, resulting in erroneous out-of-pocket costs. I've hounded their customer support/billing to resolve this and get refunded for the visits I've been charged, but they basically say "This visit can't be covered by this code" - because THEY ARE BILLING THE VISITS TO THE WRONG CODE AND THEN NOT FIXING IT! It's SO bad. I've attached a picture of the tracker of what visits were supposed to go to what code, as well as the dates and amounts for which I am charged and my notes in trying to get those charges reversed. I am constantly being charged for visits from several months ago, and then the refund process is alone several more weeks at least if I'm even able to get them to fix it in the first place. I'd go elsewhere if it wasn't for the fact that my counselor herself is incredible and starting over with a new counselor is extremely difficult.

  Business Response

  Date: 05/21/2025

  To whom it may concern,We are writing this note in response to Complaint #******** received from ****** ****** on 05/14/2025. The complaint pertains to incorrect EAP billing. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint, we initiated our first outreach to the client on May 15, 2025, informing the client that additional time was needed to review their account. Following our review, we determined that there is no patient responsibility for any of the client’s talk therapy sessions. A refund of $66.00 has been approved for the sessions dated July 30, 2024, August 27, 2024, and October 1, 2024, which were not initially billed through the client's Employee Assistance Program (EAP). This amount will be refunded to the card on file and advised that it should appear in the client’s account within 5 to 10 business days, depending on their financial institution. In our communication on May 19, 2025, we also addressed the psychiatry session on September 5, 2024, and informed the client that this session is not eligible for a refund, as psychiatry services are not covered under their EAP.However, after further review with our billing operations team, we issued a final update to the client on May 20, 2025, reaffirming the approved $66.00 refund for the talk therapy sessions. Additionally, we approved a separate refund of $21.00 for the psychiatry session on September 5, 2024. Because this session falls outside the timeframe for electronic refunds, the $21.00 will be issued via paper check. We advised the client to allow 2 to 4 weeks for delivery. At this time, all issued refunds have been processed to the client.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: 05/23/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:05/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a patient of thrive works for about a year now. I've established a report with my therapist and psychiatrist. At first I had my appointments on wednesdays. Last January, my therapist had to take a leave of absence. She took about 3 months off. She called me once she returned. When we got back to therapy sessions, just recently, my appointments were changed to Monday. They know I work management in the hospitality. My schedule some times changes. Thrive works send a reminder for your appointment 3 days before, on a Friday. In the email, it says I have to call thrive works 48 hours before the appointment. Thriveworks closes at 5 pm Friday. They are closed over the weekend, leaving my trapped. No way to reschedule, even digitally. I emailed both my therapist and my psychiatrist about it. They failed to cancel my appointment, as they said they would if I emailed them, to avoid a $165 charge. When my appointments were on Wednesday, I was able to call my Monday to reschedule. So they charge me a no show fee. Thriveworks does not care about their patients better their life's. I thought that was the point of therapy? They do not want work with professionals who have busy schedules. They are stuck in the past with no digital way for patients to reschedule while they are close on the weekend. This is a therapy that does not put patients first. They trap you so that you miss your appointment, so they can charge you a $165 fee. I've reached out to them and explained this all. They say it was in my contract. I am aware of that, that's why I made an effort to reschedule. They did not care.

  Business Response

  Date: 05/20/2025

  Complaint # ********Date Received: 13, May 2025Customer: ******* *****To whom it may concern,We are writing this note in response to Complaint # ******** received from ******* ***** on May 13, 2025. The complaint pertains to the client being billed for a $135 late cancellation fee for cancelling the appointment scheduled for 05/05/2025. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint we have reviewed the clients account and found that the client emailed the clinician on May 4th 2025 to cancel their appointment on May 5th 2025. Our aim is to uphold our commitment to quality by prioritizing the impact of the policy on both clients and clinicians. It is crucial to us that decisions affecting our clients align with our mission of helping people live happy and successful lives. Following a thorough evaluation, we meticulously crafted a 48-hour late cancellation policy, which maintains flexibility for our clients while simultaneously respecting the time and value of our clinicians.We reached out to the client on May 14th 2025 and explained that the fee would stand. We also reminded the client of our extended business hours from 8am - 9:30pm EST Monday through Friday, and 8am - 6pm EST on Saturday and Sundays. Furthermore, our clients have access to their online patient portal where they can cancel and reschedule appointments on their own as well.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 

• Initial Complaint

  Date:04/29/2025

  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 an individual therapy session on 10/10/2024. I am a self pay client and was billed $180 for the service which was higher than the previous charges of $99 per session but I figured the prices had increased. The $180 charge was paid on 10/28/2024 with my ****. I have since been continually billed for this same date of service, 10/10/2024, which was the last individual session I had. I reached out on 11/05/2024 via phone calls and emails about the error and was told this would be forwarded to their billing department. I have communicated repeatedly with ********* ., a billing specialist, about this matter. I have submitted multiple copies of my **** statement as proof of payment with no resolution. The charge was reduced to $99 on 11/19/2024 2024 because Thriveworks stated that self pay sessions for my state were reduced to $99 not $180. Consequently I have since received weekly emails with a statement balance of $99 for the 10/10 DOS which I had already paid $180 for on 10/28/2024. Finally, after 5 months of me repeatedly reaching out to Thriveworks’ billing department, ********* . informed me via email on 03/12/2025 and stated I would be receiving a refund in the form of a paper check within 2-4 weeks which I have yet to receive. On 04/25/2025 I received a past due notice via email stating I now owe $150 for the 10/10 DOS due to late charges. I once again called Thriveworks billing department, requested escalation and asked to speak directly to a supervisor. I was told the “supervisor” was busy and would call me back within 48hours but according to the representative I spoke to he could see all of the notes documented in my account confirming everything I stated above. As of today, 04/29/2025 I have not received that call. And to top it off this morning I received another statement balance email of $150 for the 10/10 DOS.
  I want this error addressed immediately. I have been working on this issue for almost 7 months to no avail. I need resolution.

  Business Response

  Date: 05/05/2025

  To Whom It May Concern,We are writing in response to Complaint #********, submitted by ***** ********** on April 29, 2025. The complaint pertains to a $180 charge on October 28, 2024. We regret any inconvenience or dissatisfaction this issue may have caused and want to assure you that we take such matters seriously.After reviewing the details of the complaint, we conducted a thorough investigation and provided the client with the available information regarding the charge. As the cardholder but a third-party, we ensured that patient information was protected while disclosing relevant details. On April 30 and May 3, several emails were sent to ***** requesting verification details and offering clarification regarding the charge in question.***** was informed that the $180 payment was not processed for costs associated with her account or services. She was also asked if any family members received services from Thriveworks. ***** provided details for her child and partner, which allowed us to disclose that the payment covered a counseling session on October 27, 2024. The payment was processed as her card is the payment method stored on the account. We encourage the involved party to contact our Billing department for any further clarification. Our Billing department’s hours of operation were provided. Regarding the balance on ******* account, we clarified that previous sessions were billed at $99 per visit. However, there was a company-wide increase in our self-pay rate, effective March 25, 2024. Notification of this increase was sent via email in February 2024 with the subject line: "Upcoming Changes for Self-Pay Clients." As a result, the balance for her visit on October 10, 2024, reflects the new self-pay rate of $150.00. There is no late fee included in this amount.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 Specialist

  Customer Answer

  Date: 05/06/2025

  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 is claiming that the payment of $180 was applied to my son’s account for a 10/27/2024 DOS. I reviewed my son’s account and indeed the payment was applied BUT my son’s service through Thriveworks was supposed to be billed to his health insurance plan. His health insurance plan is listed under his Thriveworks account which means the company did not bill his insurance. They instead charged my card which was on file to pay his copay amount ONLY!!! I also realized Thriveworks never billed his insurance for any of his visits. Instead they charged my credit card for those visits. Thriveworks also stated that my account has a $150 balance for my session on 10/10/2024 because that reflects their new self pay rates. Then why did they bill my son’s account for $180 if they thought he was a self pay?? Technically if he was a self pay then he should have been also billed $150 not $180. Thriveworks explanation doesn’t add up and the fact that they didn’t even bill my son’s insurance plan shows how incompetent this company is. I want all of my son’s session fees refunded to me and his session fees then re-billed to his insurance plan as should have been done in the first place. And then once I receive that credit, I will gladly pay my own session fee for the 10/10/2024 DOS. 
  
  Regards,
  
  ***** **********

  Business Response

  Date: 05/15/2025

  Thanks for the follow-up here. I was able to connect with ***** for additional assistance over the phone. At this time, the issue has been resolved. Please feel free to confirm with her and let me know if there is anything else that I can do to assist.Best,******** **Client Experience Specialist | Thriveworks

• Initial Complaint

  Date:04/28/2025

  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 went to this service in March and decided I did not like service provided and would not need it. I cancelled the next appointment that was made online. The following month I was charged the no show fee of $135. Which they would not refund I didn’t not make the appointment and I called and had account closed and not wanting future services. I received a notice that another appointment was made on April 29 2025 that I did not ask for and was told it would be $135 for no show. I have requested multiple times to cancel all appointments. To date they have not accommodated and keep trying to take. Indy from me. I had to report my debit card as fraud so they can’t charge it anymore. It’s not a no show if you don’t agree to the appointment they are scheduling knowing that I have requested to not use them anymore.

  Business Response

  Date: 05/05/2025

  To whom it may concern,We are writing this note in response to Complaint # ******** received from James Dill on April 28,2025.  The complaint pertains to a late cancelation/no show fee. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint, we found that the late cancellation fee was waived, and a refund of $135.00 was issued to the original payment method on April 28, 2025. On April 29, 2025, we contacted Mr. **** via email to inform him of the fee waiver, the refund amount, and the processing time of 7-14 days, depending on the financial institution. Additionally, we sent a follow-up email on May 3, 2025, offering further assistance or clarification if needed. Unfortunately, we have not yet received a response from Mr. ****.We believe that the steps we have taken have adequately addressed the concerns raised by the complainant, and at this time, we respectfully 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 Specialist

  Customer Answer

  Date: 05/05/2025

  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.
  
  I am not satisfied with this because when it first happened I spent over an hour I. The phone explaining I did not make the appointment and I was still told that I had to forfeit the $135 fee. Which at the time I had lost my job and didn’t have the money. Hence the reason I did not make any appointments. Due to the money tat was taken,not only did I receive an overdraft charge but I was not able to buy groceries. Which is what that money was intended for. They only offered to refund the money after I filed a complaint with the BBB. As of yet I have not received any refund on The original $135. Until I receive it I will. It be satisfied. And a formal apology would also be expected. I have learned since that this is a practice they they do to ensure that they can secure funds without actually doing the work. Still waiting on refund. 
  Regards,
  
  ***** ****

  Business Response

  Date: 05/21/2025

  We’ve communicated with ***** to verify the mailing address for a paper check refund request. This request will be sent to our Finance team for approval, as an electronic refund was submitted on 04/28. We’ll need to ensure there is no duplicate refund issued.Best regards,******** **Client Experience Specialist | Thriveworks

• Initial Complaint

  Date:04/28/2025

  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 $45 to my card when I was not supposed to be I have all of this in writing. I kindly asked for a refund since the card they charged I took of the file myself and they still charged it without permission and they were not supposed to have / store my card information. I kindly asked for a refund for months and they lied time and time again about issuing a refund on my card that they were not supposed to have charged in the first place. They charged it 1/15/2025 and as of today 4/28 I have yet to receive a refund. ( this is all documented with them my bank with photos and emails as well as phone conversations.

  Business Response

  Date: 04/30/2025

  We are writing this note in response to Complaint # #******** received from ******* ******** on 04/28/2025. The complaint pertains to refund errors on the client's account. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.During our review of the client’s complaint and account history, we engaged in multiple email communications with the client to provide updates. Following a thorough internal investigation and confirmation with our credit card processing center, we determined that the initial $15 refund—intended for the credit card on file—did not process successfully due to a backend system error. Unfortunately, this type of error does not generate an automatic alert, which delayed our awareness and resolution of the issue.To rectify the situation, a paper check in the amount of $15 was issued on April 28, 2025 when ******* brought it to our attention that she had not yet received the refund. Additionally, a prior refund check for $15 had been approved and processed approximately two weeks earlier. Together, these two checks total $30 in refunds. It is also important to note that two earlier $15 refunds were successfully issued to a different credit card the client had on file. In total, the client has received $60 in refunds related to this matter.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: 06/04/2025

  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 previously filed a complaint the company has lied many times about their policy, the actions they were supposed to take and has refused to grant a refund I was supposed to get months ago. They have refused to refund my money , lying about sending a check that hasn’t come in more than a month at this point two and has refused to send o it a second check owed to me.

  Business Response

  Date: 06/05/2025

  To whom it may concern,We are writing this note in response to Complaint # #******** received from ******* ******** on 04/28/2025. The complaint pertains to refund errors on the client's account. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously. The client informed us on May 27, 2025, that they had still not received the initial check. In response, we advised that a stop payment would be placed on the original check and a replacement would be reissued and sent as soon as possible. At that time, the second check was still in process. While the client expressed dissatisfaction with this resolution, we confirmed that the reissued first check was mailed on May 29, 2025, and the second check was issued and mailed on June 3, 2025. As both checks have now been processed and mailed, there is no further action we are able to take at this time. Please note that once checks are issued and leave our system, delivery may take 2–4 weeks depending on postal service timelines.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

• Initial Complaint

  Date:04/21/2025

  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.

  This business does not care about its clients at all and very minimal help in any department. We were late for our appt which they considered a missed appt. Contacted the therapist and call center 20 mins into the appt begging them to let us onto the appointment as I found out they had an outrageous 135$. The session could have continued from there and I was asking just to have a shorter session. If they set aside an allotted amount of time why couldn’t we just use the rest of the time?! I begged them to not charge us the fee explained that we had just put our dog down the night before and everyone was so distraught and I am struggling financially, but they did not care one bit. The call center refused to let me speak to a supervisor or anyone in charge. I never worked with a doctor who couldn’t and absolutely refused to let me explain/waive a fee for someone struggling so much. Would absolutely not recommend this therapy group to anyone based on the sole fact that they are robotic and do not care about their clients at all.

  Business Response

  Date: 04/24/2025

  Complaint # ********Date Received:04/21/2025Customer: ******* *****To whom it may concern,We are writing this note in response to Complaint # ******** received from ******* ***** on 04/21/2025. The complaint pertains to the $135 charge on their dependent's account which ******* is the responsible party of. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint and the clients account we had sent a first outreach on 04/22/2025 stating that we were able to see that we have addressed this matter previously and had already taken internal steps to write off and refund the applied $135 fee on ********* account that applied for the session on 04/04/2025. We did not get a response from our first outreach and a second outreach was sent on 04/23/2025, however we have still yet to hear back.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

• Initial Complaint

  Date:04/21/2025

  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 missed my therapy appoint, and now this company is telling me there is a $135 missed appointment fee. This is over 3 times my co pay amount. This is predatory and abusive.

  Business Response

  Date: 04/22/2025

  To whom it may concern,We are writing this note in response to Complaint #******** received from ***** ****** on 04/21/2025. The complaint pertains to the no-show fee applied to the client's account. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon review of the complaint and the client’s account, we have determined that the no-show fee of $135 for the missed appointment on April 19, 2025, will remain and is not eligible for a refund.On April 21, 2025—the date the complaint was submitted—the client spoke with a supervisor in the morning and confirmed that they missed their appointment due to doing yard work and forgetting about it. The supervisor informed the client that the fee would stand, in accordance with our late cancellation and no-show policy. This policy is clearly outlined in our Consent and Services Agreement, which the client signed on April 10, 2025. The agreement states: “If you do not appear for your appointment and have not canceled more than forty-eight (48) hours prior to the scheduled time, you will be charged a $135 cancellation fee.”The client called back later that same day and spoke with another supervisor (myself), and was again advised that the policy applies and the fee could not be waived. 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 

• Initial Complaint

  Date:04/16/2025

  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 was charged for a therapy session that was not even scheduled last week and could not reach an agreement to get a refund

  Business Response

  Date: 04/21/2025

  To whom it may concern,We are writing this note in response to Complaint # [********] received from ***** ***** on April 16, 2025. The complaint pertains to the client stating she was charged twice a session that was held on 03/31/2025. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint we have reviewed the clients account and found that the client was only charged one time in the amount of $71.40 for date of service 03/31/2025. We reached out to the client on 04/17/2025 and explained that $175 was billed to her insurance for the session, $71.40 was left as her patient responsibility by her insurance company for her deductible amount, and the remaining $103.60 was written off. We sent the client a detailed receipt showing only one charge of $71.40 was processed for their 03/31/2025 session which I have also attached to this response.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: 04/21/2025

  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:04/01/2025

  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.

  This healthcare provider is attempting to come after me for a bill which my insurance has already paid and I have the claim approvals to prove it. I have shown these claim approvals to Thriveworks, and they still refuse to honor the payment given by my insurance claiming that they were not paid.

  Business Response

  Date: 04/04/2025

  To whom it may concern,We are writing this note in response to Complaint #******** received from ****** **** on 04/01/2025. The complaint pertains to insurance billing errors. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint and thorough review of the account we have sent two outreaches to the client on 04/02/2025 and 04/03/2025. In these outreach attempts we confirmed that the client still had active insurance coverage from 01/02/2025 to 01/22/2025. As a result, we have corrected the charges previously marked as self-pay for each date of service (DOS) and reallocated them to be billed to their insurance provider, *******. This ensures that the client will not be billed the $640 that was previously left as their patient responsibility for self-pay rates. We have also notified our posting department to update the client's account with the necessary Explanation of Benefits (EOBs) and the client's account now reflects a $0 balance.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: 04/04/2025

  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:04/01/2025

  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 writing to formally file a complaint against Thriveworks Administrative Services, LLC, regarding unauthorized and unexpected charge of $541.62 to me on March 28, 2025.
  
  On March 4, 2025, I contacted Thriveworks’ call center to confirm that my ***** insurance would be accepted for therapy sessions. I was assured that my out-of-pocket expense would not exceed $50 per session, out-of-pocket. Based on this information, I scheduled appointments for myself and my son and added my card to the account as required.
  
  My son and I attended seven sessions in total.
  
  On March 28, 2025, Thriveworks charged my debit card $541.62 without prior notice, violating the agreed $50/session rate.
  
  After disputing, Thriveworks refunded $217.26 to my debit card and charged this amount to my HSA account instead.
  
  I now have an additional $178.50 balance labeled as “outstanding,” bringing the total unresolved amount to $720.12.
  
  Thriveworks did not disclose the potential of inflated fees during our initial agreement.
  
  
  I request a full refund of $541.62 for the unauthorized charge and forgiveness of the $178.50 balance, as it stems from Thriveworks’ billing errors and lack of transparency.
  
  This company’s actions reflect a pattern of misleading consumers, as evidenced by similar unresolved complaints on BBB
  
  I have attached the following documents to support my complaint:
  
  Screenshot of Thriveworks stated quote that was referenced in my verbal conversation confirming the maximum $50/session rate.
  
  Receipts showing the charged amount of $541.62 and subsequent HSA charge of $217.26.
  
  Bills showing outstanding amounts due of $178.50.
  
  Thriveworks’ lack of transparency and failure to resolve this issue has caused significant financial strain and frustration. I kindly request BBB’s assistance in resolving this matter promptly.
  
  Thank you for your time and attention to this issue. Please feel free to contact me at ************ ** ****************** if additional information is needed.

  Business Response

  Date: 04/07/2025

  To whom it may concern,We are writing this note in response to Complaint #******** received from ***** ***** on 04/01/2025. The complaint pertains to billing concerns. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the client’s complaint and thorough review of the account, we first reached out on 04/03/2025. In our communication, we clarified that the charges stem from both the client's personal account and their dependent's account (son). During the client's initial call to schedule services, the intake agent they spoke with provided the client with estimated charges as requested by the client. The intake agent confirmed to the client an incorrect amount, for which we apologized and assured the client that leadership would address the miscommunication. However, the agent also advised to the client that they contact their insurance directly to verify their specific coverage benefits, as we do not have access to full coverage details at the time of booking. As noted by the intake agent during the first call to schedule and in the screenshot shared with the Better Business Bureau by the client, the "estimated costs" section indicates that the client's copay could range from $0 to $50, with a disclaimer advising that out-of-pocket costs (including deductibles) vary depending on the client’s specific plan. The disclaimer reads:"This is a common co-pay range for mental health services with an in-network provider, however, you may have a different co-pay or other out-of-pocket costs (such as deductible), depending upon your specific plan's benefits. After confirming that the provider you'd like to work with accepts your plan (over the phone with our support team or on the provider's profile), please contact your insurance to determine your exact financial responsibility, prior to scheduling." During the call with the intake agent and as shown in the screenshot provided by the client, it was emphasized at least twice that the client should contact their insurance to verify their specific benefits coverage for services. We clarified that, since insurance determines benefit coverage, we are unable to refund these charges. These charges were assigned as the patient responsibility due to a deductible set by their insurance and are valid charges for sessions attended. Additionally, we provided a detailed breakdown of charges and outstanding balances for both the client's account  and their dependent account which ***** is the responsible party of. After not receiving a response, we made a second outreach on 04/04/2025, but as of 04/07/2025, we have not yet heard back from the client.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: 04/07/2025

  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.
  
  My issue stems from the promised out-of-pocket maximum. I was not told to check insurance and no one from Thriveworks has reached out to me for any follow up. I have called several times for an explanation and I have only been told to call my insurance. My insurance company told me that since thriveworks is the company charging me, they should have additional information on why I was promised a lower out-of-pocket charge.
  
  Regards,
  
  ***** *****