Complaints

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

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  Thriveworks Administrative Services, LLC

  1000 Jefferson St Ste 2C Lynchburg, VA 24504-1724

• 

  Thriveworks

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

• 

  Thriveworks

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

• 

  Thriveworks Counseling & Psychiatry Media

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

• 

  Thriveworks Administrative Services LLC

  22 West Road Suite 102 Towson, MD 21204

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:04/28/2023

  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.

  I was told that my visit was $25.00, which I confirmed before the appointment while also confirming the insurance had appointment this visit ( this was confirmed with I called them yesterday to speak about the issue, and was told the person but did give me accurate information - according to the phone call they reviewed). They then deducted over $200 more dollars out of my account without notice. I did sign an approval for the $25.00 - as they refused to let me proceed with my visit before this. I then asked about a statement and being given 30 days to pay the bill. ********* the billing manager stated they "normally" send a bill but didn't send any communication to me and that I didn't have to be given 30 days to pay a bill that I was notified about. That I signed for consent to draft my account whenever. I told them I was not given any notice or anything. I told I was not trying to not pay a bill, but you have to give someone notice. He told me no he didn't.
  
  Not only this issue, the therapist we meet was very nice, but she told me she was going to talk to her supervisor and another therapist to see if they can get someone to help with my son and we needed someone with a little different background (this was in January), I have yet to hear anything.
  
  So not only will this company just debit your account without notice, billing or allowing 30 days to pay a bill, they don't get back to their patient regarding treatment. Very unprofessional company. I would like to have a higher up contact me, as well as my money be placed back in my account and give me an opportunity to pay or for them to give me notice that they would be drafting this and allow me to let them know when to draft it. This is unacceptable and unprofessional as a company.

  Business Response

  Date: 05/05/2023

  Hello - We have taken the following action in regards to this complaint. After reviewing the client's benefit information, we found the client has a yearly deductible. The client's sessions were processed towards the deductible as its amount had not been met during the times of service. As the deductible has now been met, when claims are processed moving forward, the client will have a 20% coinsurance as the patient responsibility. The client was sent a statement on the 17th of April, and then charged for the balance on the account on the 19th of April. We run payments for outstanding balances on Wednesdays, and the 19th was a Wednesday. The charge amount itself seems to be the issue for the client. We have contacted the client on 5/3, first via a phone call/voicemail and then with an email, to break down that information and to offer a partial refund of the amount charged, putting the remaining balance into a 2,4, or 6-month payment plan. We have asked the client to advise if this solution is satisfactory. Our billing manager did end up speaking with the client's spouse as well, regarding the situation and our proposed solution, and was advised they will discuss the matter further and get back to us with a response. 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.

  Business Response

  Date: 05/16/2023

  Hello - We have investigated this complaint, and it has been determined that the client's responsible party was billed $200.06, which was the session cost minus a previously charged/listed copay amount of $25. The responsible party was billed due to a signed agreement on file stating that they are responsible for verifying coverage and benefits, and consenting for the card on file to be charged. The responsible party should have also received an explanation of benefits from their insurance provider notifying of the processing of the claim, however we cannot verify if their provider followed through with this. A billing supervisor has reached out via email and phone call to offer further assistance, however the responsible party has initiated a dispute with their financial institution for the charge in question, and we are unable to make any changes to the account until the dispute is resolved which can sometimes take 60-90 days. The responsible party was advised that we can work toward an alternative solution if the dispute is cancelled or completed. The responsible party has also been advised to reach out via phone or email if they would still like to go over the matter during the dispute process. The responsible party was advised on 2/7/2023 that there are no clinicians able to assist with the client's needs at this time. We believe this issue to be currently resolved on our end, however we encourage all clients and responsible parties to leave their feedback, so we can work to make any necessary improvements. If there is any further assistance we can provide at this time, we encourage the responsible party to reach back out to us.

• Initial Complaint

  Date:04/20/2023

  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.

  My spouse has been attending counseling through thrive works for nearly 3 months. I have checked weekly since then to see how much was due and saw $0 balance every single time. On 4/17, I was issued a statement for $670 that included every single appointment he has attended. On 4/19, thriveworks automatically withdrew the entire $670 with no warning, there wasn’t even a due date on the bill. I called thriveworks and the first representative (didn’t give a name) hung up after I explained the issue. The second rep heard my complaint out but stated there was nothing the could do since they issued a “warning” two days prior. I would not call a billing statement with no due date or notification of auto withdrawal listed an actual warning.

  Business Response

  Date: 05/08/2023

  Hello - We have taken the following action in regards to this complaint. After reviewing the client's benefit information, we found the client has a yearly deductible. The client's sessions were processed toward the deductible, as its amount had not been met during the times of service. As the deductible has now been met, when claims are processed moving forward, the client will have a 20% coinsurance as the patient responsibility. The client was sent a statement on the 17th of April, and then charged for the balance on the account on the 19th of April. We run payments for outstanding balances on Wednesdays, and the 19th was a Wednesday. The charge amount itself seems to be the issue for the client.We have contacted the client on 5/3, first via a phone call/voicemail and then with an email, to break down that information and to offer a partial refund of the amount charged, putting the remaining balance into a 2,4, or 6-month payment plan. We have asked the client to advise if this solution is satisfactory. Our billing supervisor did end up speaking with the client's spouse as well, regarding the situation and our proposed solution, and was advised they will discuss the matter further and get back to us with a response. We additionally followed up with an email on 5/8 with the spouse, *******, inquiring as to how they would like to proceed but have yet to receive a response.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:04/12/2023

  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 have a pending charge from ****** THRIVEWORKS for $897.87. When I started the counseling I was told my insurance would be billed. I would not have to pay anything out of pocket and everything would be FULLY covered. I never received any bills whatsoever. I continued my sessions for 2 months. I received a bill yesterday and it included charges I was unaware of including “evening fees”. I was completely blindsided as I was told on multiple occasions I would not be billed.

  Business Response

  Date: 04/28/2023

  Hello- We are sorry to hear about this issue and have taken the following action in regards to this complaint: We have confirmed with our team that billing has reached out to go over all charges. As all charges were correctly processed through insurance, our team has offered to refund and setup a payment plan once any disputes on charges have been closed. We encourage the client to continue to communicate with our billing team in order to resolve this issue as quickly as possible.

• Initial Complaint

  Date:04/04/2023

  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.

  The company’s complete lack of empathy and understanding is absolutely astounding. I had a death in the family, tried to cancel my appointment the day before through the portal while driving to get to my family and the portal that set everything up through did not recognize my email address The same one they sent emails to.
  When I called to get the 99$ missed appointment less than 24 hour cancellation fee removed it was denied unless I could show proof. I don't even have a death certificate yet let alone proof. I have pictures from the funeral. I have horrific memories of identifying my baby sister in a morgue. But they were of absolutely ZERO help. The proof I did have was a screen shot of their system saying my email didn’t exist.
  
  All the appointments that I missed during that time understood and offered me condolences, but the one place that is supposed to care about my mental health had zero care, compassion or empathy. They wouldn’t accept the proof of their system not working and when I asked what I could provide for proof of her death without the death certificate they didn’t have any options for me.
  
  How absolutely disgusting and borderline unethical treatment of the people these services are intended for.

  Business Response

  Date: 04/21/2023

  Hello- We are sincerely sorry for your loss, and we send you and your loved ones our condolences. At Thriveworks, we value you and all of our clients and strive to provide high-quality care throughout every step of your journey with us. After reading your review, it seems we did not do that. We want to make it right and are more than happy to refund the cancellation fee for you. When you are able, please send in the certificate — we understand this was not feasible at the time, and we could have done better when you were beginning your grief process.
  
  We understand and empathize with your situation and how you must have been feeling during that initial conversation with us. We will extensively review the call and ensure that we do better – additionally, please know that you are always welcome to call us and ask to speak to a supervisor. Thank you for taking the time to bring this to our attention.

• Initial Complaint

  Date:04/04/2023

  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.

  First of all, I canceled all my appointments during my last therapy session at the beginning of January. I believe it was January 4. After that session, I chose not to have any more due to it being too pricey, and finding out that no one told me that my insurance didn’t cover the therapy visits. Which is a whole other problem I should’ve been informed that my therapy visits wasn’t being covered instead of being charged $500 and then told. Anyway, after that last therapy visit, I got a notification around the 17th that I had a therapy session scheduled so I called to cancel that one and to tell her I no longer want any sessions and to Cancel the rest of my sessions in the future and haven’t heard from thrive works sense until my credit card got hacked and I had to get a new credit card to put on my reoccurring payments and when I go on the website I find a $99 charge for an no show one. However, never got a notification of another visit and shouldn’t have had a visit because I canceled all of them and now thrive works and refusing to take the $99 charge off. I included a screenshot of my emails to prove I haven’t received a notification of an appointment and a screenshot of my trash to prove that I haven’t deleted a single email since 2012. And they were asking for proof that I called however, phones do not keep records of phone calls for over three months.

  Business Response

  Date: 05/02/2023

  Greetings, We have taken the following action in regards to this complaint. We have confirmed with our billing team that they have written off the disputed late cancellation fee. We can also confirm that the client's account has been terminated and there are no remaining scheduled sessions. We believe this issue to be resolved but encourage the client to continue to communicate with us if there are any other questions or concerns.

• Initial Complaint

  Date:03/31/2023

  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.

  ***Actual office location is ***** ************ **** ** ******** *****, but they are also a multi-state company.***
  
  My wife was receiving counseling through Thriveworks from 2021-2022 at the recommendation from our health insurance, and during that time the company would randomly charge my wife's debit card for sessions with little to no notification or warning in amounts ranging from $99 -$400 because they would claim that her sessions weren't covered by insurance. So we stopped going through them around February 2022, and of course they claimed that she had a balance on her account from previous sessions because they also claimed that their billing system had been updated or had a glitch. So we paid off the supposed balance, however they contacted us again in May saying we owed them money yet again, at least $300 due to the same issue. I at least gave them the benefit of the doubt and just paid it off at the time. Now, they've emailed her again saying she owes $320.85, with a settlement amount of about $250, meaning she's overdue and if she doesn't pay at least the settlement amount then they would seek legal action against her.
  
  Look up their reviews, in particular under their Virginia Beach location and there are quite a few 1 star reviews claiming similar issues with inconsistent billing issues.

  Business Response

  Date: 04/10/2023

  Hello- We have taken the following action in regards to this complaint- we have confirmed with our team that all claims have been processed correctly. Due to the client's request for no further contact, we have not reached out but encourage the client to communicate with our billing team if they have any questions or concerns.

  Customer Answer

  Date: 04/10/2023

  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.Someone from the company's billing department emailed me asking for my wife's date of birth. I responded by asking if they could give me a call instead, but no response yet.Regards,**** *******

  Business Response

  Date: 04/17/2023

  Hello- We have taken the following action in regards to this complaint. Our team replied to the client's request for call back to arrange a time, the client again requested no further contact. We have confirmed that the client's sessions were processed correctly with their insurance. If we can be of further assistance, we encourage the client to reach back out to us.

  Customer Answer

  Date: 04/17/2023

  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.When you pay for an actual session done in January 2022 but according to them you still owe for four alleged sessions in November 2021 that maybe one or two were actual sessions. And, all transactions were not processed properly because "their billing system was being updated" which kept being their reason for the delay in processing. Whatever though, they got what they wanted, and I will never recommend them to anyone. Keep a sharp eye on them. The many other complaints you can find on Google are very much the same as ours.Regards,**** *******

• Initial Complaint

  Date:03/31/2023

  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 submitted my insurance to Thriveworks in November and they billed me for the full amount rather than my insurance. They will not rectify this error despite multiple emails. I have asked to cancel my subscription, they have not done that either.

  Business Response

  Date: 04/10/2023

  Hello- We are sorry to hear about this issue! Our team has confirmed that they have reached out to the client to confirm that their membership is cancelled, and that our billing team is currently working to get in touch with the client's insurance to process their claims. We encourage the client to continue to communicate with our billing team in order to resolve this issue as quickly as possible. 

  Customer Answer

  Date: 04/12/2023

  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:03/21/2023

  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 has been deceiving in their billing procedures. As of last year my insurance was paying a majority of the payments that they bill insurance companies $250 for each session. In January of 2023 they started to bill 5 times the amount with notifying or saying anything to me. I find out that they are still billing 250 but insurance refuses to pay and have been billing 150 per week with no notice. When I called in they state that they have a plan they offer for 99 per session but never told me that up front. I signed the waiver they asked and have continued to bill me more than 1300. On top of the that my teenage son has received little to no help with his treatment. I was deceived by this online therapy company. I will seek legal counsel as well for all the lost time and effort to get this corrected and for poor service and counseling overall.

  Business Response

  Date: 03/27/2023

  Hello- We are so sorry to hear about these billing issues. We have confirmed that our billing team has attempted to reach out to the client to offer assistance, but they have not heard back at this time. We encourage the client to respond to the billing representative in order to resolve this issue as quickly as possible. 

• Initial Complaint

  Date:03/17/2023

  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.

  March 15 2023 I have a pending charge from PROPAY THRIVEWORKS for $409.24. When we started the counseling I was told my insurance would be billed. I never received any bills. The sessions have been going on for several months and I’ve never been called by anyone or received any bill for service, as was to be expected as I did provide my ******* Insurance information. Now this charge shows up out of nowhere on my checking account transaction log.

  Business Response

  Date: 04/03/2023

  Hello- We are sorry to hear about this issue. We have confirmed with our billing team that emails were sent prior to the charge in question, and that our team has reached out to go over the claims and the patient responsibility after processing through insurance with the client. 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.

  Customer Answer

  Date: 04/04/2023

  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:03/17/2023

  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 has been harassing us via phone, text, and email for 9 months about a billing error that occurred on their end. Working with them was a hassle from day one. In the first month we had a billing issue where they weren't charging the copay for each visit. They then charged for 4 visits at once. After this we switched from my insurance plan to my husband's. Thriveworks did not transfer the accounts correctly and requested payment for all previous appointments, already paid under my insurance plan. We contacted them by email and phone about the issue and asked them to adjust the account balance. No action was taken by the billing department. A month later they sent a bill for the money that had already been paid. We explained everything AGAIN and provided documentation. Again they said they would adjust the bill. However, they did not adjust to the correct amount owed. Multiple attempts were made, with documentation, to get the bill adjusted. After multiple exchanges we paid the actual amount that was owed and AGAIN asked them to fix the remaining balance on their side. Another month went by and they contacted us about the incorrect “balance” and threatened to send it to Collection. We asked them to review the account, documentation, fix the total, and STOP contacting us. Finally, to stop the harassment we paid the “balance”, despite it being incorrect. We regret this decision. Three days later they sent a harassing email offering a reduced fee. We forwarded the receipt showing the paid balance and requested they stop contacting us. A week later they called AGAIN and left a voicemail about the “outstanding balance”, which no longer exists! We are tired of this company harassing us for money we do not owe. We want them to remove us from their contact list, delete our account from their system, and cease and desist with any further contact.

  Business Response

  Date: 04/03/2023

  Hello- We are so sorry to hear about this issue. We have confirmed with our billing team that the client does not have any outstanding balance and that they will no longer receive any communications from our team, as their account has been fully closed. We believe this issue to be resolved but encourage the client to reach out if we can be of further assistance.

  Customer Answer

  Date: 04/06/2023

  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,
  
  ******** ******