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

  70 Cherry St Milford, CT 06460-3413

• 

  Thriveworks Administrative Services LLC

  2553 Housley Rd Suite 104 Annapolis, MD 21401

• 

  Thriveworks Administrative Services LLC

  2 Hamill Rd Suite 410 Baltimore, MD 21210

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:03/11/2023

  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.

  In reviewing my year end credit card statements for 2022 and 2021, I discovered that Thriveworks charged me $39 each month starting 2/2/2021 through 12/2/2022 ($897 total). No services were received for this fee and no subscription was authorized.

  Business Response

  Date: 03/13/2023

  Hello- We are sorry to hear about this issue! We have confirmed with our team that they have reached out to the client and refunded a total of 23 charges for membership. We believe this issue to be resolved but encourage the client to reach back out to us if we can assist further.

  Customer Answer

  Date: 03/15/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  The charges have been appropriately refunded and the complaint is resolved.  Thank you for your assistance.
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:03/11/2023

  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.

  January 31, 2023 initial intake and diagnosis performed. I was billed $59.58.
  On February 17th I called to cancel all future appointments. Mr. ****** obliged. I inquired about billing amount. He stated he would transfer me to billing. Rep. Indicated amount was correct and I would not be billed for any future visits including copays as my insurance Medicare Advantage plan covered. My last visit was February 14th. I was billed $50.21.
  I want a refund. I cancelled all future appointments and this has been documented. I want assurance in writing I will no longer be billed.
  
  Practices are violating Medicare rules on amounts billed to patient.

  Business Response

  Date: 03/20/2023

  Hello- We are so sorry to hear about this issue. We have confirmed that a member of our billing team has reached out to the client to go over all charges, confirming that all charges were for sessions they attended before cancelling, and providing statements. 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/ concerns. 

  Customer Answer

  Date: 04/04/2023

  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 want written assurance that I will not be billed in the future and my credit card information taken out of your records.
  Regards,
  
  ****** *****

  Business Response

  Date: 04/10/2023

  Hello- We have taken the following action in regards to this complaint. Our billing team has reached out to the client to confirm that they have a zero balance and that their card has been removed from our system.We believe this issue to be resolved but encourage the client to reach back out of they have any other questions or concerns.

• Initial Complaint

  Date:03/08/2023

  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.

  My daughter had her first appointment scheduled for 2/1/23. Late in the evening on 1/30 she was admitted to a psychiatric hospital. At her request her dad and I called the very next morning to cancel her appointment. They wanted to speak with her. We explained that she had been admitted to the hospital and could not make or receive phone calls at that time. They asked us to also send an email which we did. We received an email from them saying the appointment had been cancelled. On 2/8 my account was charged a $99 cancellation fee as I was paying for my daughter's counseling sessions so my financial information was on file. I called to request a refund and was told my daughter had to call with me due to privacy issues because the account was in her name even though I only wanted to discuss the billing. Again it was my financial information on file. I then sent a very clear and in depth email listing my concerns with this process and requesting the phone number for the corporate office. I was told someone would get in touch with me but no one ever did. My daughter and I called together and she gave permission to discuss her account with me. We were then told we needed to submit a letter from the doctor showing the dates she had been admitted and discharged and it needed to be submitted from her email address. The refund was then issued. This "billing process" is nothing but a scam and borders on fraud. They want you to jump through so many hoops hoping you eventually will give up so they do not have to refund the fee. I want to speak with the individual who creates and has responsibility for initiating or changing these billing processes not some individual who does the general billing. I have asked for this information on 3 separate occasions and to this date, no one has given me that information. So if anyone from this office decides to respond to this complaint, give me the name and phone number for the corporate office so I can communicate directly with them.

  Business Response

  Date: 03/13/2023

  Hello- We are sorry to hear about this client's experience. We have confirmed with our team that a supervisor has reached out to address the client's concerns and assist further. We believe this issue to be resolved but encourage them to reach out if there are any further questions/concerns.

• Initial Complaint

  Date:03/02/2023

  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’m a patient with Thriveworks counseling. I was charged $119 for a different patient with a separate account. I never authorized this out-of-pocket expense because I go through my insurance on my account. I’ve called 5 or 6 times and even spoke to supervisors. A supervisor named “******” told me she was going to refund this. I just called again because I haven’t seen the refund in almost a week. A supervisor would not get on the phone but the representative told me that they are trying to reach the other individual that had the session so they can have her pay for it before I’m refunded on my account. They also won’t speak to me about the other persons account for privacy purposes. But yet they charged my credit card for her services which I’ve never authorized nor would I since again, I use my insurance for this and only have a copay of $20. All I’ve been asking is to refund me the $119 and then handle your other client without my involvement for their bill. On top of all that, this was something from back in September 2022 that they randomly charged my card in February 2023. Also very alarming! I told them that at this point, I am considering canceling all of my services and filing a BBB. The representative said I can cancel you, but if you have upcoming appointments, I would have to transfer you to sales. This is a company that is supposed to make you feel better not make you feel like they don’t care. I would like my $119 refunded back to my credit card please. I’d really like to speak to a higher up. I’m a Sr VP with my company and can’t believe I'm being treated this way.

  Business Response

  Date: 03/13/2023

  Hello- We are sorry to hear about this issue. We have confirmed that our billing team has reached out to the client to go over charges, including to verify that all charges were for their account. Billing has confirmed that charges have been refunded for this client as well. We encourage the client to continue to communicate with our billing team in order to resolve any further questions or concerns as quickly as possible.

  Customer Answer

  Date: 03/13/2023

  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,
  
  *** ******
  I’m not satisfied for multiple reasons. I initially received an email that I would be reviewed and someone would reach out to me. I received an email from billing Explaining that I was charged for a late fee and a session. The next day I received another email from a different representative from billing, giving me a totally different reason for the charges. Today I finally received an email for someone to actually speak with me. Lastly, a refund was not completed from Thriveworks. I disputed it with my credit card and that’s the only reason the charges look like they were reversed.

  Business Response

  Date: 03/29/2023

  Hello- We apologize for any confusion that was caused! We have confirmed that a member of billing reached out on 3/28 to clarify that the $99 charge was refunded and to go over any other fees for sessions, including confirming that we have no record of them being charged for another client's sessions. We encourage the client to continue to communicate with the billing representative if there are any remaining questions or concerns.

  Customer Answer

  Date: 03/29/2023

  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.
  somebody finally called me on 3/28. I was unavailable, so I responded via email. They did say that they were going to refund me, but at this point I had already disputed it with my credit card. I think their response is ridiculous. I’m not sure if there’s a file or profile of my account but if you see what I have attached, that explains the charge from another persons account. I’ve also had multiple conversations about how I was charged for someone’s account. I was also told that I wouldn’t get a refund until the other person paid them first.    
  
  Regards,
  
  *** ******

• Initial Complaint

  Date:02/22/2023

  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.

  - Lied and told me that they provided services for psychological ******** ***********, but it was not the case at my appointment
  - provider is in network per ***** ($10 copay) but continued to charge $40 even after confirming with insurance twice that it is $10
  - supporting documents pending
  - provider charged extra fee for evening hours but did not state the rate differential up front or that there was a surcharge for evening hours
  - called billing twice with no followup or resolution
  - removed $149 from checking account when not authorized to do so

  Business Response

  Date: 03/13/2023

  Hello- We are sorry to hear about this issue. We have confirmed with our team that they have reached out to the client to assist further, including refunding any overcharged amount. We believe this issue to be resolved but encourage the client to reach back out if there are any further questions/concerns.

• Initial Complaint

  Date:02/15/2023

  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.

  In January 2023, my daughter scheduled an appointment with a counselor named ***** *****, by talking to a Thriveworks representative on the phone. After submitting our insurance information, she was advised that we would have a $15 co-pay, so we moved on and had her first session.
  After that session, she wasn't sure if he was a good fit for her, but he insisted on scheduling the next session, telling her that it was easy to push it to another time or cancel the appointment in case she needed to.
  So they booked the following session: Jan 10, 2022.
  She could not attend to it and reached out on Jan 08 to change the time via email (photo attached), but TW never canceled it, and we were charged $99 on Jan 13.
  After that, another $99 unexpected charge appeared on my bank statement on Jan 17.
  She again reached out to Thriveworks and learned that the counselor had scheduled one session a week by himself without her consent!! And again, they've charged a no-show fee of $99 for a session on Jan 16 that she wasn't even aware of.
  She then, of course, asked by phone to one of TW's agents to cancel all future appointments with this gentleman.
  So she tried to book with another counselor (***** *****) but received an email from Thriveworks canceling the appointment, as she didn't accept minors (photo attached).
  Still, we were billed again on Feb 10 for $99.
  This is unacceptable! Thriveworks billed us another $99 for an appointment that the counselor herself canceled!
  My daughter has been disputing and requesting a waiver for the two January bills, which were unfairly charged, but it was denied!! (photo attached)
  So now, I want to request a full refund for the three times Thriveworks inappropriately charged $99 from my account (a total amount of $297) and also want to revoke, from this date on, their authorization to charge any amount on my debit card without my express consent.
  I am very disappointed with their lack of transparency; for me, they aren't a trustworthy business.

  Business Response

  Date: 03/07/2023

  Good morning, I have reviewed the account and ******* had reached out to the director twice about the LCF the client canceled late on 1/9 and the clinician did not charge due to the client setting up another appt for the 12th of Jan. The clinic director denied the missed appt waiver for 1/12 due to the client not coming. ******* also reached out to ask if 1/16 could be waived I have reached out to ******* to see if she has heard back due to no notes in the acct for the LCF. ****** asked the mother for a copy of the insurance card on 2/14 so we can verify benefits and submit the session for 1/2. I will reach out to the client and let you know what I find out.

  Customer Answer

  Date: 03/07/2023

  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.
  
  On Jan 08th, my daughter tried to cancel the appointment for 01/12 (as shown in the print screen that I sent you), but for some reason, it was not canceled.I did not receive a call from anyone from Thriveworks (no idea who’s ******) to request a copy of our insurance card, but I would certainly provide our information, if requested.To this date, nobody from Thrive works has responded my complaints (via chat and email) or has called my daughter or me to discuss a settlement or provide a resolution for the case.Their response via BBB did not offer an agreement and did not take into consideration the evidences that were provided.
  Regards,
  
  ******** *****

  Business Response

  Date: 04/03/2023

  Hello- We have attempted to reach out to this client several times to assist in resolving this issue, but have not been able to get in touch. We encourage the client to respond to our supervisor's outreach in order to resolve this issue as quickly as possible. 

• Initial Complaint

  Date:02/15/2023

  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 signed up for counseling through Thriveworks in the beginning of the year. I had two sessions on 01/02 and 01/09. During the registration process, I provided my insurance information but was also asked to leave a credit card on file in case eligibility wasn’t verified or insurance denied coverage. They stated that their systems would automatically make the switch from insurance to self pay and it was part of their standard process to collect payment info. So I did just that. On 01-15 my credit card was charged the self pay rate of $198 for the two sessions that took place. On 01-17 their insurance verification team reached out asking for front and back photos of my insurance card. Since, I liked my therapist a lot I had pre scheduled sessions throughout the rest of January but when I found out they were having trouble verifying my coverage. I canceled all forthcoming sessions until the billing aspect of this was resolved. I provided my insurance info once again and according to my insurance company, Thriveworks had the wrong date of birth which is why they couldn’t verify coverage. In my email communication with Thriveworks, the rep never states they would rebill the services that were already charged for at the self pay rate. At this point, everything was paid in full but they reopened my closed claims to resubmit it through insurance as it’s a breach of contract for them not to do so. The problem here is that the services were already settled at the self pay rate.
  
  According to the federal (NSA) Healthcare providers/ facilites Shall disclose patient protections against balance billing
  
  TW failed to disclose patient protection against balance billing.
  
  If my card was charged automatically at the self pay rate that means that I opted out of insurance. I’m still trying to make sense of how I paid for two sessions at a self pay rate and my insurance was billed for the exact dates and now they’ve paid but I’m left over with an additional balance to cover.

  Business Response

  Date: 02/24/2023

  Hello, We are sorry to hear about this issue. We have confirmed with our team that billing has reached out to the client to assist further and go over all sessions charges. We encourage the client to continue to communicate with the billing representative in order to resolve this issue as quickly as possible.

• Initial Complaint

  Date:02/13/2023

  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.

  There was a tele appointment and I joined 10 minutes late because my zoom account as locked as I forgot and I tried to find the provider phone and realized she never provided one and emailed her saying I’m logged out and have to reset and join and she just cancelled the appointment saying no show.

  Business Response

  Date: 02/14/2023

  Hello- We are sorry to hear this and understand the client's frustrations. In this case, our team has confirmed with the client that the Late Cancellation fee will stand, as we have no record of the client reaching out to the provider. While we value our clients’ experiences, our clinicians’ time is also valuable. In the event of a late cancellation, there is not enough time for the clinician to reschedule that time slot with another client, and our policy must be enforced.We encourage all clients to leave their feedback, be it positive or negative, so that we can better understand each individual’s experience and work to make any necessary improvements. If there is any further assistance we can provide, we encourage the client to reach back out to us.

  Customer Answer

  Date: 02/14/2023

  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 have written communication that I was running late because the Zoom logged me out. I don’t want to do any business with them when they blatantly lie. 
  
  Regards,
  
  ***** *****

  Business Response

  Date: 02/24/2023

  Hello- We have taken the following action in regards to this complaint. Our team has confirmed that the fee will stand, as timely communication on any issues with the client attending the session was not provided. While we value our clients’ experiences, our clinicians’ time is also valuable. If there is any further assistance we can provide, we encourage them to reach back out to us.

• Initial Complaint

  Date:02/13/2023

  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.

  She was completed disrespectful and this was my first time meeting her.
  
  She has ruined my entire day from being a complete ******* and should not be working with patients that have anxiety. She was extremely rude and after answering her questions and not responding they way she saw fit, she became even more rude .
  
  She did not show any form of empathy, she did not even care to understand my background nor ask and she made me feel like I was nothing. I am requesting the zoom call be pulled to listen to how unprofessional she was and the company address this issue since it has not been addressed. She needs to be reprimanded for how she deals with patients. I asked several times how she would like for me to answer and she responded with the same ignorance. This company should be ashamed to have someone like her being on your staff.
  
  She did not give me any medication after being told that I’ve been off meds for 4 days. This is patient neglect!

  Business Response

  Date: 02/24/2023

  Hello- We are sorry to see this complaint and want to let the client know we take these kinds of claims very seriously, as we strive to offer the absolute best patient care at Thriveworks. We have confirmed that a member of our clinical team has reached out to the client to go over their concerns. We believe this issue to be resolved but encourage the client to reach out to us if we can assist further.

• Initial Complaint

  Date:02/09/2023

  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.

  Thrive works continues to charge my debit card without My permission for services never received

  Business Response

  Date: 02/22/2023

  Hi there - we're sorry to hear about this issue! Our billing team has confirmed that they've attempted to reach out to the client to help solve the issue, but have not been able to connect with them. We encourage the client to respond to the billing representative in order to resolve this issue as quickly as possible.