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

  215 E Bay St Ste 404 Charleston, SC 29401-2637

• 

  Thriveworks

  70 Cherry St Milford, CT 06460-3413

• 

  Thriveworks Administrative Services LLC

  400 Redland Ct Suite 107 Owings Mills, MD 21117

• 

  Thriveworks Counseling & Psychiatry Bethlehem

  2223 Linden St Ste 101 Bethlehem, PA 18017-4806

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:08/02/2023

  Type:Product 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 to see a therapist, **** *******, who works for Theraworks, via ZOOM. I brought up Zoom on my laptop and could successfully see myself and was waiting for her to patch in. However, I received a Text stating she was unable to reach me and I begged her to call me so that we could connect but apparently that is something they do not do. Since I did not have a successful meeting with Ms *******, I asked for refund of the monies that they charged me in the amount of $135.00. They agreed. However, they did not give me the refund and they are refusing to do so. I need your help. Thank you. This company is actually based in ********** (that is what I was told).

  Business Response

  Date: 08/16/2023

  Hello - We have taken the following action in regards to this complaint. After reviewing the client's account and complaint details, it was determined we would need additional information from the client in order to investigate the matter fully and provide a resolution. We attempted outreach to the client on 8/9 and 08/10 via email to request further details and a good time to reach out via telephone. The client has not responded to any outreach attempts 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:07/28/2023

  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 a patient of Thriveworks for a few months. Once I stopped seeing my therapist in July 2022 due to losing my job and insurance changes, I was suddenly charged hundreds of dollars without warning. I had to fight with them to get refunded and put on a payment plan only for it to happen again and again. I was told that it was my co-pay for all the sessions I had. I feel as though it is poor practice to charge co-pays in one lump sum especially without notice. Why were co-pays not being charged at time of services? I was met with poor attitudes from representatives from Thriveworks and refusal to be refunded until I made several calls to speak with a manager. When I was finally put on a payment plan, they never stuck to the agreement. I would be charged twice in a month with only 5-7 days a part from each other. or they would skip a month completely. I never knew when I would be charged from Thriveworks.
  
  Below are the following dates this all occurred:
  7/12/22 - charged $495 without warning. It was refunded after they resubmitted claims to insurance.
  8/31/22 - Charged $650 without warning eventually refunded after arguing with represenstatives
  Approx. 9/23/22 - Charged $250 without warning and it was blamed on a new computer system.
  9/27/22 - I was placed on a payment plan of 9 payments at $94.44.
  I wasn't charged for the first payment until 11/3/22, over a month after I was placed on the payment plan. Then I was charged on 12/19/22, 1/30/23, 2/6/23, 3/29/23, 4/6/23, 6/1/23, 6/28/23 and 7/27/23. No rhyme or reason to the billing dates. Thankfully I had the money in my account to cover the random charges.
  
  I don't understand how a mental health business can run such a poor billing department. The payment on 7/27/23 should be my last payment and I hope to be done with Thriveworks for good. It's unfortunate because I really liked my therapist and found sessions with her were helpful however the stress of their billing department outweighed the progress I had made.

  Business Response

  Date: 08/28/2023

  Hello - We have taken the following action in regards to this complaint. Upon reviewing the client's account and previous correspondence with our billing department, it was determined the client was repeatedly charged their agreed-upon payment plan amounts on incorrect dates, and was also not provided statements on a recurring basis per Thriveworks policy. We acknowledge the client's concerns and complaint as extremely valid, and acknowledge that we did not provide the level of billing support we strive for. As the client currently has a $0 balance, we are unable to offer further billing assistance at this time. We have contacted the client on 8/22 and again on 8/24 to go over their concerns and validate their complaint, but have not heard back from the client with any further complaints or issues.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: 08/28/2023

  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:07/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Thriveworks took 133 dollars out my account without my premissions I did not sign anything giving them permission to do so the answer i got was cause my husband his appoint my husband is a client of *** ***** ********* ******* we never herd of thrive works whats so ever nobody gave them permission to take anything out my account

  Business Response

  Date: 08/01/2023

  Hello - We have taken the following action in regard to this complaint. After reviewing, we were able to determine that this consumer did not appear to have an account with Thriveworks. We reached out to the consumer on 08/01/2023 to request further verification details, however, we were unable to reach the consumer and there was no option to leave a voicemail.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:07/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Thriveworks billing department informed me my insurance was in network and was told they contacted my insurance to verify. Now there is an oversight on their end gathering information and I received a bill being held responsible as they charged me as a self pay client. This is unacceptable and causing more harm to me as a client.

  Business Response

  Date: 08/21/2023

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account and communications with our billing department, the client was originally billed as self-pay for their sessions. However, we have now corrected that and updated the client's account for the sessions to be billed to their insurance and the client was issued a refund in the amount of $396 on 08/08/23. 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: 08/24/2023

  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 only refunded for that time and I am still get charged as a self pay client so I am still waiting for additional refunds. I have not once received any explanation of benefits since I started early this year. This are too many errors and discrepancies that cannot be ignored.
  
  Regards,
  
  ******* *******

  Business Response

  Date: 09/07/2023

  Hello- We have taken the following action in regards to this complaint. After investigating further with our billing department, we found that the client was originally billed self-pay for their sessions. However, we do not see that they are still currently being billed self-pay. The client's account has been corrected for the sessions to be billed to their insurance. The client was also issued a refund in the amount of $396 on 8/8/23. We stated that If the client has received other self-pay charges, please provide documentation of those self-pay charges so we can investigate further. At this time we are unable to provide an explanation of benefits because we haven't received any payments from the client's insurance carrier.  We believe this issue to be resolved but encourage the client to continue to communicate with the billing representative if there are any other questions or concerns.

• Initial Complaint

  Date:07/24/2023

  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 Wednesday, July 19 2023, I was charged $525.00 to my card without being given any statement or notice that I owed that much money. After calling Thriveworks, they informed me that they would contact my insurance in order to ensure that the claims were filed correctly. I have not received any update from Thriveworks. Furthermore, today, on July 24 2023, I received a statement for $1311.00. This statement seems to charge me for all of the sessions I have had with Thriveworks since I started receiving services from them on March 10. If Thriveworks does not take my insurance, then they should have updated me on the situation before sending me a statement. Furthermore, Thriveworks never should have charged my card without giving me a statement first. Doing so was extremely unethical of them, and I no longer have trust in Thriveworks' billing department. Regardless of whether or not I owe the stated amount of money, please refund me because the $525.00 was charged to my credit card, and I would like to pay with my debit card.

  Business Response

  Date: 08/04/2023

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account, we were able to determine that the client was over charged in the amount of $255. We reached out to the client on 08/01/2023 to advise that the refund in the amount of $255 has been processed. The client has reached back out to us and informed us that they have received the refund, and that the issue has been resolved.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: 08/04/2023

  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:07/24/2023

  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.

  On 07/24/23 I had a virtual appointment with my therapist at 9:00am, and she did not showed up to the session. She later reached out to me through email and explained that she was not able to join the session because her home was out of energy due to a thunderstorm. After that, I got a U$135 billing from thriveworks, claiming that the reason why I was being charged was because I showed up 6 minutes late to the session. Of note, I waited for the therapist from 9:06 to 9:22 am (the session started at 9:00am) and finally I gave up. On previous occasions, I have joined the session with less than 10 minutes delay, and at one session she even mentioned that I had a 15min tolerance for showing up late. She never disclosed if that was her personal tolerance time of if this is from thriveworks itself. I tried to solve this problem with their poorly trained customer service, and they kept saying they could not waiver the charge because I showed up late. After all this fiasco, I tried to cancel my membership with these scammers, and I do not have the option of deleting my debit card from their system. I want to be waived from this improper charge, and I want to delete my card from their system and never have to deal with them again. This is the definition of billing abuse.

  Business Response

  Date: 08/04/2023

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account, we were able to determine that the consumer was not charged a late cancellation fee dated 07/24/2023, but they were charged for a late cancellation on 07/10/2023. We reached out to the consumer on 07/24/2023 to advise them of this information. The consumer did not respond back. 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:07/23/2023

  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 obtained an EAP from my employer and was put in touch with Thriveworks via a list of in-network providers. I contacted Thriveworks, and provided the EAP voucher information, The voucher was for 8 total visits with no charge to me. I was told by Thriveworks that I was "saving" $99" each visit because of the voucher. There was no mention of charges to me. I only used 7 out of 8 visits, and was satisfied with the care I received. However, I then got a bill for over $1800 two months after my last session. This bill did not show any information regarding the EAP voucher. I contacted my HR representative who contacted Thriveworks. At some point, the bill was reduced to $808, and I was sent an email from Thriveworks saying they wanted to work with me on the bill. However, within a few days (and before contacting them back) Thriveworks charged my card, which they had on file. I absolutely did not give authorization for my card to be used to pay $808. I feel Thriveworks used my card information illegally, fully against my authorization or consent.

  Business Response

  Date: 08/09/2023

  Hello - We have taken the following action in regard to this complaint. After reviewing the consumer's account, we were able to determine that the consumer was reached out by the Billing Department and was informed that they have updated the consumers sessions to be billed to their ***** EAP and the consumer was issued a refund back in the amount of $923.68. We believe this issue to be currently resolved on our end, however we encourage all consumers 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 consumer to reach back out to us.

  Customer Answer

  Date: 08/09/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  As of today, our account has been refunded, and complaint ID ******** regarding Thriveworks is now resolved.
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:07/20/2023

  Type:Service or Repair 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 the mistake of trusting Thriveworks to help me and now they are being unethical and trying to extort money for no valid reason. i had an online appointment 3 months ago and the nurse did not provide a genuine consultation. instead she dished out a prescription and didn't actually consult with me verbally to help me. so i took the rx for 3 months and now thriveworks is refusing to refill the rx. they are demanding more money, just so i can get an rx refill at my local pharmacy. basically, if you pay thriveworks $30 or $40, they will write out a prescription and that's all they care about is getting money. but when you ask for a refill, you have to pay them again. a normal doctor's office DOES NOT do this. a simple request for a refill to be sent to my pharmacy is being denied for no valid reason.

  Business Response

  Date: 07/20/2023

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account, we were able to determine the client was scheduled with a medication management provider for an intake session and was prescribed an initial medication prescription. The client now has requested a refill of the prescription without attending a required follow-up session. As per our medication management protocol, clients must attend an initial intake appointment to establish care, as well as any follow-up appointments, at least every three months or at the discretion of the clinician, in order for medication prescriptions or any refills to be authorized. We reached out to the client on 7/20/23 to advise that while we understand their frustrations, our providers are unable to proceed in prescribing medication refills without clients attending provider-requested follow-up sessions.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: 07/20/2023

  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.No one ever informed me that on-going appointments were mandatory. I do not have anything to report as an update, so I do not feel the need for an appointment. Everything is fine and no complications, etc. so what would I have to say during an appointment?  I would be wasting the time of a professional, who could be giving his/her time and attention to a patient who is truly in need. Also, this sounds like a method to extort more money for patients. This is not how a normal medical facility operates. I go to my primary care doctor at ***** ******* and whenever I need a refill, it is immediately sent to my pharmacy.  So, why would Thriveworks try to force a patient to make unnecessary appointments?  This is unethical and a very disturbing way to do business.  I am glad I made this report to the BBB so the public is aware of how Thriveworks operates.  If they choose to do the right thing, it's not too late to refill the Rx.  Otherwise, I will just stop taking the medicine. Also, Thriveworks can refund my co-pay and delete my account from their entire system.
  
  Regards,
  
  *** ********

• Initial Complaint

  Date:07/17/2023

  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.

  This provider told me I would not be responsible for any out of pocket expense, then turned around and charged me. They admitted to lying to me via email here:
  
  Good Afternoon *******,
  
  It was my pleasure speaking with you today, and even though the outcome was not something you had hoped for I would like to recap at least our conversation we had per your request. You called in inquiring on the charge to your card, I advised you that the Insurance processed the claim for date of service 06/13/2023 and applied the amount of $118.19 towards your deductible (which is patient responsibility). You had advised me that the previous rep you had spoken to informed you they reached out to your insurance and called you back to let you know you would not have any out of pocket responsibility which prompted our review process. Our supervisor was able to pull the calls for review and he determined that even though the previous rep did advise you would not have an out pocket we would have to go based off of the actual documentation that was received by your insurance which determined a patient liability. I do apologize for the misinformation provided to you during your prior encounter with the rep but I would recommend reaching out to your insurance to find out your benefits and why they processed the way they did. You had mentioned to us that you will be processing a chargeback dispute with your bank and I will notate that on the account as well. I then transferred your call to our support team so that you may get better assistance in canceling your reoccurring appointments as you had requested. If you have any further questions please call us back at ************ 
  Why am I being held liable for costs they blatantly lied to me about? How can I make an informed decision about a purchase when the cost of service is a flat out lie? I would not have consented to this service if told the actual cost of service – how can it be legal to exploit people like this?

  Business Response

  Date: 07/27/2023

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account and communications with our billing department, we were able to determine the client was properly informed via telephone on 6/7 that they have a $0 copay. Additionally, they were never informed they would have no financial patient responsibility for their sessions. During the call, the client was advised of the $0 copay but also encouraged to reach out to their insurance provider for a full breakdown of responsibility. A billing representative did reach out to the client via email on 7/17 and apologized for the client being advised incorrectly by a previous agent about patient responsibility, however that billing representative was not aware of what had transpired during the phone call on 6/7 and was mistaken as the client was never advised there would be no patient responsibility, only that they have a $0 copay. It has been determined that while the client does not have a copay, the client does have both a currently unmet deductible of $2500, and also coinsurance of 20% once the deductible has been met. The client was emailed by a billing representative on 7/25, to provide a full breakdown on the differences between copays, coinsurance, and deductibles.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:07/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled an appointment with a counselor and psychiatrist on 7/7/2023, after spending over 4 hours on call with both my insurance company and Thriveworks to make sure my insurance would cover both providers. I was told by both that it was covered. The day after my appointment with my therapist, I was sent a statement for a charge of $200, without my insurance covering ANYTHING, despite double checking with both my insurance and Thriveworks that I would only be paying a copay and not the full, out of pocket price.
  
  Today, 7/14/2024, I called the billing section of Thriveworks 3 separate times. The first, I explained the situation, then they blamed me for only sending a copy of my insurance on 7/7/2024, almost a week before my appointment, and the DAY they requested it. They said that the provider I visited was out of network, then named a random provider (***** something?) and said he did not take my insurance. I visited a woman named ****** ******, not a man named *****. I explained this, then was put on hold for 15 minutes, and told they would call me back. An hour later, I called them again after not being called back, to be put on hold for another 10 minutes and told they would call me back. In between these calls, the balance due of $200 remained. The third time I called, I got the same representative as the second call (after 10 minutes of being on hold), who said she still needed to call my insurance company, even though the issue was on their end, trying to bill me for visiting a provider I did not ever meet. After this call, they pushed the bill to insurance rather than personal billing. This was done live, on call for the third time. I checked. They have still not called me back or given me any sort of resolution.

  Business Response

  Date: 07/23/2023

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account, it was determined that an incorrect insurance provider was on file for the client and therefore claims were not processing as they should. We have removed these claims from the client's patient balance and are in the process of resubmitting them to the client's correct insurance provider. The client's provider was not yet in our system however is actively being added in. We did reach out to the client on 7/17/23 to advise further on these updates, and received a response from the client stating their issues have been resolved.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: 08/18/2023

  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.
  
   No, it has not. I waited a while to see if everything was resolved as they said, and sure enough, today's the first day I got a notification of a bill to pay - one for $1400. They are repeating the same billing mistake as last time, and I'm beginning to think I'm being scammed, frankly. Please let me know what to do next.

  Business Response

  Date: 08/29/2023

  Hello - We have take the following action regarding the client's rebuttal to our original response. Upon investigating the client's account, we can verify the client has a $0 patient balance and that all claims have been submitted to the client's insurance provide for reimbursement. We reached out to the client via email on 8/20/23 to advise further on these details and asked the client to reach back out if there are any further questions or concerns. We have not received a response to this outreach.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: 08/28/2024

  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 company, which I have not seen since last year, has been sending me bills constantly for the past year. I looked online today and saw that apparently I owed them $1000 in bills, which is impossible because I've not seen them since they tried to charge me over $300 around August of 2023 and I terminated further services. I contacted the company multiple times in order to dispute the charges, and was told everything was cleared up and my services were canceled. After reading multiple other claims, I'm afraid that they'll charge my card on file once the bill racks up.

  Business Response

  Date: 09/04/2024

  To whom it may concern,We are writing this note in response to Complaint # ******** received from ******** ******* on 08/29/2024. The complaint pertains to the outstanding charges on their account which were due to insurance coverage responsibilities. We regret any inconvenience or dissatisfaction experienced by the customer and treat these matters with utmost seriousness. After reviewing the complaint, we issued an initial communication on August 30, 2024, to address the concerns regarding the account balance. We clarified that last year, it appears there were issues with processing the claims for their appointments, and we removed those claims from the client's patient balance. We then resubmitted the claims to the correct insurance provider, as they were not initially in our system. On August 27, 2024, the insurance provider updated us with the amount owed per session, which includes the deductible, copay, or coinsurance. This update explains the current balance of $1001.40. Since these charges are the result of the insurance provider’s determination for sessions attended, we are unable to issue a refund. Despite our second outreach on September 2, 2024, we have not received a response 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. Should ******** wish to discuss this further, we remain available to do so at their leisure. 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