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

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

• 

  Thriveworks Administrative Services LLC

  2 Hamill Rd Suite 410 Baltimore, MD 21210

• 

  Thriveworks Administrative Services LLC

  2700 Lighthouse Point E Suite 220 Baltimore, MD 21224

• 

  Thriveworks Administrative Services LLC

  1120 N Charles St Suite 101 Baltimore, MD 21201

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:07/11/2023

  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 made an appointment a few days ago online. Today, i got an email about the appointment schedules for tomorrow (7/12). The email stated that the appointment was for medicatuon, and if I wanted something else to call, so I did. I asked if I could make an appointment with someone who does talk therapy instead, and have the Zoom appointment with a different therapist instead; making it clear that I did not think I needed to pay a cancellation fee because I was just told that I was given the wrong therapist (I don't think I was ask what type of therapist I was seeking when I signed up online). The operator agreed and gave me an appointment for the same day (7/12).
  I immediately got a text confirming the new appointment and the cancellation of the previous one. Because the first online signup was flawed, I called back to confirm that I would not be charged for the cancellation. I was told that the first operator was NOT correct and I would have to pay a $135.00 cancellation fee.
  At this point I decided I was being scammed and canceled the second appointment, which was made 20 MINUTES PRIOR. Guess what? They are charging me $135.00 for the second appointment as well.
  I will dispute this on my credit card, but that isn't enough. Thriveworks is preying on people seeking mental therapy. This is wrong.

  Business Response

  Date: 07/30/2023

  Hello - We have taken the following action in regards to this complaint. After reviewing the client's phone calls with Thriveworks Support, on 7/11 at 1:20PM EDT and on 7/11 at 1:34PM, we can confirm the client was never advised a late cancellation fee would be waived under any circumstances. The client was instead repeatedly advised that cancelling a session would result in a late cancellation fee being assessed. After cancelling the first session and scheduling a second session with a separate provider, the client then elected to cancel the second session as well. Both sessions were cancelled within the 48-hour late cancellation period, which resulted in two late cancellation fees being applied to the client's account. It has been determined by leadership that the client is not owed a refund for either cancellation fee, due to a signed consent and services agreement, which the client completed on 7/8/2023. The consent and services agreement does outline the following in regards to late cancellations:"If you miss a session without canceling or cancel with less than 48-hours' notice, our policy is to charge you a cancellation fee of $135, if applicable. Insurance companies do not provide reimbursement for canceled sessions and you will be responsible for the cancellation fee. You may schedule a new appointment by contacting *********************** ** * ***** ********. We will keep your credit card information on file, and you agree for it to be used to collect these fees."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: 07/31/2023

  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.
  
  
  
  Regards,
  
  ******** *********

  Business Response

  Date: 08/22/2023

  Hello - We have reviewed the client's rejection to our initial response and would like to offer the following rebuttal. While we understand the client may be frustrated with our late cancellation policy, we must also advise the client was fully informed of this policy and acknowledged both receipt of and a full understanding by signing our consent and services agreement. While the client states she was unaware the first intake session she scheduled was a medication management session, we can confirm the client independently scheduled this session via our online platform, without the assistance of Thriveworks support. We can also confirm the session was clearly labeled as a medication management session, not a talk therapy session. Additionally, we can confirm the selected provider is also clearly labeled as providing medication management services. We want to once again confirm the client was never advised a late cancellation fee would be waived under any circumstances. The client was instead repeatedly advised that cancelling a session would result in a late cancellation fee being assessed. After cancelling the first session and scheduling a second session with a separate provider, the client then elected to cancel the second session as well. Both sessions were cancelled within the 48-hour late cancellation period, which resulted in two late cancellation fees being applied to the client's account. As the client voluntarily scheduled both sessions, and was adequately informed of the appointment types prior to scheduling; and the client was also fully informed of our late cancellation policy and was never advised a waiver would be applied, we are unable to proceed with a refund of either late cancellation fee.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:06/29/2023

  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.

  When I first joined Thriveworks I was advertised a $35 a month subscription fee and that all of my appointments were covered by my insurance. All was well the first month, I had no copays for my appointments. I then started getting charged $102 and assumed they had increased the Monthly Subscription. In April I had to cancel a few appointments and I was charged $135 for cancellation which I was aware of and paid. May 31st I was charged $415 for 2 appointments I had and was very confused so I called billing. They told me that that was the amount from my copay’s via insurance. I was confused and asked if I could make a payment plan because I could not afford to pay that amount right then. The representative told me no since a statement had already been sent out less than 36 hours ago. I stopped getting appointments because I could not afford to with these new copays. In the middle of June I was charged $155 for an appointment back in January that I was already charged $102 for that same appointment. I emailed billing with this information and did not get a response. I decided to cancel my membership as I can not afford these random charges. Yesterday, I received another statement that I owed $153, I paid off $20 as that was all I can afford at this time. I emailed billing again asking about the random charge since I haven’t made an appointment since the middle of May and I cancelled my membership. I woke up this morning to the rest of the sum being charged and once again no response from billing.

  Business Response

  Date: 08/09/2023

  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 incorrectly charged for date of service 1/20/23, and a refund of that payment has been processed in the full amount of $155. We also reached out to the client's insurance provider to ensure claims were being processed correctly. The provider verified that for dates of service from 11/9/22 to 5/20/23, the claims were processed correctly in network. At the time of the call to the insurance provider, the client's annual deductible was listed as $6400. *** ****** *** *** ******** ** **** *********** ******* * ********* ****** ** ******** We have advised the client that once the deductible is met, the insurance provider will pay 85% of claims filed, leaving the client with a coinsurance of 15%. We reached out to the client on 8/7/23 with a full breakdown of these findings and an update on the $155 refund. 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:05/27/2023

  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 charged $135 on my credit card as “PROPAY Thriveworks” when I had no appointment, never scheduled therapy, and did not sign consent forms. The call was ended and I got charged without any service even though I confirmed that there was no appointment made and they must delete my card information.

  Business Response

  Date: 05/31/2023

  Hello - we have taken the following actions to resolve this complaint. Upon reviewing the client's account as well as the original phone call with a Thriveworks scheduling agent, we can confirm the client should not have been charged a late cancellation fee, however a fee was incorrectly automatically processed when the client decided to cancel a newly created appointment during the interaction. We did reach out to the client on 5/27/23 to advise further on the error and to advise we would be proceeding with a full refund of the $135 charge, however upon further review by our billing department, it was been determined the client has disputed the charge with their financial institution. The dispute was received by our billing department on 5/31 and will be honored. The refund will be processed and issued by the client's 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.

  Customer Answer

  Date: 05/31/2023

  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:05/25/2023

  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.

  This place is a scam!! I waited in the waiting room over a zoom call for over 45 mins the counselor never showed up but they charged me for missing the appointment!! They make up appointments and just keep charging ridiculous amounts even after charging insurance!! Save your time and money go somewhere else this place is a scam not helpful at all!

  Business Response

  Date: 05/30/2023

  Hello - We have taken the following steps to resolve this complaint. We have reviewed the client's account and show the only late cancellation/missed appointment fees applied to the client's account were for dates of service 7/13/22 and 7/25/22, however both of those fees were adjusted/voided from the account on 8/9/22. The client was advised multiple times, on 8/18/22 and on 1/26/23, that the $378.79 payment charged on 8/17 was due to an unmet insurance deductible, which was the client's responsibility after the insurance provider processed the claims toward said deductible. The client has been advised there is no additional balance owed at this time, and we are unable to proceed in refunding the client for the valid total balance charged on 8/17/22. The client indicated via email on 5/27/23 that she does not wish to be contacted in any way unless it is to provide a refund.We believe this issue to be currently resolved on our end as we are unable to further assist the client, 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:05/25/2023

  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 received psych and counseling services from Thriveworks beginning 3/1/23 with *** after I saw she accepted my insurance online. *** referred me to a counselor in Thriveworks. I received a call the next day and made an appt with a covered councilor. I had weekly counseling and biweekly psych appointments from 3/1 to 4/18. This included 5 psych appointments, and 5 counseling sessions. Having at least one session every week, i check back into my portal every Monday to see my bill, my patient portal continuously had a patient amount due balance of $0 while it showed the full amount under "insurance billed". On 4/24 I receive a text saying i had a new statement available. After logging in i saw a bill with a balance of $1006.38 on 4/24, 2 days later on 4/26/23 Thriveworks without my consent charged my card $1,200.40. Along with a charge on 4/21 for a missed appointment at $135.00 and another charge on 5/05/23 at $87.99. Bringing the total amount charged on my card to $1423.39. I called the billing department and was told I signed a consent form before my first session stating statements are sent out on Monday and charged on Wednesday, I was also explained that had i called between 4/24 and 4/26 i could set up a payment plan. After asking for a copy of the signed consent and service agreement they were referring to, I received a copy through my email. No where on this agreement does it state that statements are sent out on Mondays and charged on Wednesdays. There is no mention of a payment plan and the charge on the agreement for a missed appointment is $99 while i was charged $135.00. The statement i received on 4/24 also didnt reflect the amount I was charged on 4/26. I did not receive a complete receipt of all my services until 5/18 when I requested it, yet the charges are still inconsistent. There were also no weekly statements sent out as a rep stated they would be. Also on the statement email sent out it says "you can also pay your balance in part or full."

  Business Response

  Date: 06/13/2023

  Hello - We have taken the following steps to resolve this complaint. Upon reviewing the client's account, claims were submitted to the client's insurance provider and we received a response from the provider regarding the submitted claims on 4/23 stating all claims had been applied to the client's deductible. The client was sent a pre-scheduled, automatically generated statement on 4/24 advising the account balance after claims applying to the yearly deductible was $1006.38. On 4/25, we received an additional claims response from the insurance provider, advising once again the claim had been applied to the client's deductible, bringing the client's total balance due to $1200.40. The client was charged the full balance due on 4/26, bringing the total charged to date on the account to $1423.39, after factoring in previous payment. We have determined the period between the statement date and the charge date was insufficient, and so have followed up with the client multiple times, via phone and email. We have attempted to offer a refund of $711.70, which is half of the total amount charged to date, and to also offer the option to apply the remaining balance owed into a payment plan. We have not received any responses from the client to our 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:05/24/2023

  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.

  I contacted Thriveworks to schedule therapy. I thought everything was fine, and I clearly indicated I needed a provider who accepts Original Medicare. I also have a Plan G ******* plan which covers any co-pays. They insisted that the ******* plan was "out of network," which is absurd as there is no network for Medicare supplements, and said they would have to bill my HSA card for the co-pay. I even had a representative from the ******* company try to explain that this would result in double payments for them, but they were insistent. After 45 minutes of wrangling, they hung up on me. I finally reached someone whom I thought understood and I booked an appointment.
  
  Had my first therapy session. Less than a week later, I received a "bill" for services. No dates, no name, no ICD-10 codes, no CPT codes, just a demand for full payment. When I called, the representative said that Medicare had been billed, but the claim was rejected for wrong birthday. My birthday is listed correctly and I've had many other claims this year at other providers, with no problem. Then she said ****** rejected the claim. I don't have ******, never have had ******. And they insisted that it was Medicare who said I had ******, which is of course ridiculous. They stated they will refile the claim with Medicare but I have another appointment next week and zero trust in them. On top of the missing claim codes, where is the written denial? I am now very, very leery of this company which is a shame, as the therapist seemed very competent.

  Business Response

  Date: 06/06/2023

  Hello - We have taken the following steps to resolve this complaint. After reviewing the client's account, our billing team has ensured the client's secondary insurance has now been verified. We have taken steps to add the plan information into our system, to ensure charges will now be billed to both insurances. At this time, the client's claims have been submitted to the primary insurance. Once that processing has been completed, any remaining charges will be billed to the secondary coverage for processing and payment. We did reach out to the client on 6/2 via email to advise further on these updates. 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:05/18/2023

  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.

  Thriveworks, although a great company as far as health practitioners go, is amazing. I have been receiving stellar service from my two providers and hold no issues with them. My issue solely lies with the financial department of the company. Unfortunately, they continue to overcharge me for services. They often refund the money after 10 days, however, this has become an extremely tiresome process to call and double-check behind them after every single appointment. Most recently, I was charged a total of 560$ in one month. I was supposed to receive a refund within 10 days after informing them of the referral I got under their instruction for my insurance to be accepted. I have yet to receive this refund, and when I called again to question this, I was told to contact my bank since it had been processed on their side already. I called back again a week later (today) and was told that they will look into it if I send them my entire bank statement from the last month to "ensure" that I haven't received the refund. I am extremely frustrated with this company and their financial/insurance department is a complete disgrace. This is about the 11th or 12th time I have had to speak with their supervisors without these issues, and every time I am told something different. I would normally switch to a different provider, but I really enjoy my current therapists and would be very sad to have to switch due to financial issues.

  Business Response

  Date: 05/28/2023

  Hello - We have taken the following action in regards to this complaint. We have investigated this matter further and can confirm the client was incorrectly advised that we would need evidence that a refund had not been processed, by the client sharing their banking statement with our billing department. This is not correct Thriveworks protocol, and the client was reached out to be a billing specialist and advised that we will be proceeding with the requested refund in the full amount of $684. The client was advised we are issuing a paper check and this usually takes 2-3 weeks to be fully processed. The client indicated they were very satisfied with this outcome and that they would like to continue services with Thriveworks, as they are satisfied with the care they have received.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: 05/30/2023

  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:05/16/2023

  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.

  This is an online counselor that set me up on a recurring appointment without my consent. They then proceeded to charge me $99 for a missed appointment I did not request. I then called in and was told the fee would be waived. I then received another bill and called in on May 16, 2023 and was told the clinical director denied the fee waiver but did not notify me of the denial. O was told the fee would not be waived. Furthermore I was not provided an appointment with a licensed therapist but an unlicensed intern.

  Business Response

  Date: 05/17/2023

  Hello - we have investigated the client's complaint and it has been determined that the client is eligible for a late cancellation fee waiver for the date of service in question. The waiver approval was passed on to the billing department on 5/16, and the refund process has been initiated for the $99 late cancellation fee. We have reached out to the client to advise further on the waiver approval and to advise the refund can take up to 3-5 days to process fully, depending on the financial institution. We believe this issue to be currently resolved, 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: 06/01/2023

  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 did receive the refund. 
  Regards,
  
  ******* *****

• Initial Complaint

  Date:05/08/2023

  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 reached out to Thriveworks to check into counseling. Upon intake, the representative reassured me that I would only have to pay my copay of $30 after I provide my health insurance information. I did my first online session with the therapist where at the end of the call she advised me that I would need to confirm at least 12 appointments moving forward. I asked her as well about my insurance covering it. She said that it was just my copay. I left a card on file so it would deduct automatically. I received a balance today of $530, so I called to inquire about the charge. They told me that I should have checked my coverage from my insurance and I shared with them that I did not feel the need to because I was told that I would just have my copay of $30. They told me that they just got the insurance response and that is my deductible. However, I inquired beforehand and I would have never done services with them if I would have known that this would be the case. Plus when I first started with my therapist, she was only charging $99 per session without insurance. And now I have to pay more than that for only 3 sessions. I asked them to go back and listen to the call and the escalation team said they would not because it is my responsibility to follow up with my insurance. I share that they should not give out false information if they did not know for sure. I was reassured by the first representative before I started and my therapist that the copay was all I needed to pay of $30. This is poor business and it is not fair that now I have this charge.

  Business Response

  Date: 05/10/2023

  Hello - We have investigated this complaint, and it has been determined that the client was informed they would only have a $30 copay for their sessions. Our billing team has reviewed the client's insurance benefits and upon verification, it was determined the policy is out-of-network. The client's claims were processed to the out-of-network benefits, which have a deductible of $5,000. A billing supervisor has approved to adjust these claims, as the client was never informed the policy would be out-of-network. We have reached out to inform the client of the adjustment to the account, but have also informed the client that any future sessions will process with a deductible and have advised the client to switch to a provider who is in-network with their insurance policy. We believe this issue to be currently resolved on our end, however if there is any further assistance we can provide or if the proposed solution is not satisfactory, we do strongly encourage the client to reach back out to us.

• Initial Complaint

  Date:05/05/2023

  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.

  Hello,
  
  I joined therapy at Thriveworks (*********** ** but all 5 of my appointments were online) and my first appointment was March 28. They required me to give them a credit card with my insurance card from the start and informed me on the phone that there is generally a $20 copay for each appointment with insurance and that they take my insurance. It also states this on their website. I go through five appointments and see a charge on my card for about $400. I think this must be a mistake but call Thriveworks + my insurance, and come to find that I now owe over $600 with the last two appointments (totaling 5) because I have another charge coming. It clearly states in Thriveworks' policy under billing that I should be notified every week of my charges. I was not. A worker there only made them available to me when I complained on the phone about this bill but would not refund me. I do not want to pay $130 per appointment when I was under the impression that it was $20 per appointment. The insurance said my next appointment would start being $26 due to my deductible (conveniently for them) but this is not right with me because I was not informed about any of this information and should have been notified about the costs every week. In the images attached, you can see the first lump sum amount charged on my card as well as the statement in their policy under billing that I should be notified every week. Clearly they did not charge me every week. Please help, the therapy company nor insurance nor my credit card company will do anything about this. Thank you.

  Business Response

  Date: 05/09/2023

  Hello - We have reviewed and investigated the client's complaint, and have followed up with the client on 5/8/23 via phone and email. The client was provided via email a breakdown of our investigation results. A supervisor has reviewed the initial phone call in which the client set up their account and scheduled their first appointment to see if there was miscommunication in regard to the client's benefits coverage. During the call, when the client asked about their copay amount, the client was advised by the scheduling agent that he did not have that information at the time of the call and suggested that the client reach out to their insurance provider to inquire further. He advised that insurance copay amounts typically range between $20-$40 per session, however also stated he is not able to advise what the copay will be and suggested that the client contact their insurance provider for further clarification, and also advised the client they could call back in 2 days to speak with our billing department for further assistance. The billing supervisor also investigated why the client was not provided with a billing statement and it was determined that the client never opted in to receive statements during that time. We have advised the client that while we are unable to issue a refund, we are able to place the current balance into a payment plan to assist with payments toward the balance. The client has been asked to follow up with our billing supervisor with any additional questions or concerns. We believe this complaint to be currently resolved, but do welcome the client to reach back out with any further requests or complaint details.