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:02/08/2023

  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 was charged on 02/07/2023 for $99. Previously, I had not been charged this $99, but I woke up today and I had. Customer service told me it was for a missed appointment, but that isn't true, as I was a FEW minutes late for my appointment, and I CONTACTED my therapist who STILL spoke to me that day and even SCHEDULED another appointment. When I asked them if I could cancel my membership, they obliged, but when I asked if I could receive a refund, they told me they'd need to "escalate" matters, which I've seen from other reviews doesn't even work. The charge of $99 pushed my account into the negative, and I recently lost my job and husband so the strain on my life is immense.

  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.

  Customer Answer

  Date: 02/27/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I was able to be reached by your team, as seen in the screenshots, however, I was told that these charges were fees but I was never told what those fees were. I didn't authorize a deduction of $99, nor was I alerted that I had a balance of $99 with your company. I would like to be reimbursed for my $99 as well as having my subscription cancelled completely. 
  
  Regards,
  
  ******* ******

  Business Response

  Date: 03/13/2023

  Hello- We have taken the following action in regards to the complaint. The client has been provided with a full statement of all charges, including the $99 charge referenced. 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 out to the billing representative.

• Initial Complaint

  Date:02/06/2023

  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 am a new patient with Thriveworks. I signed up for an appointment with a nurse practitioner on 1/16/23. My insurance (********* **** ****** was verified and I was told it would be covered with no copay. After the appointment, I got a notice from ********* letting me know they denied the claim bc the provider — the nurse practitioner - was not contracted with ********* at the time of service. ********* told me I was not liable for the charge. I called Thriveworks billing on Mon., 1/30/23, and they verified this was their fault, and the bill had been written off. They assured me that the nurse practitioner had since been contracted with *********, as I had an upcoming appointment with her. I got an email from Thriveworks on Fri., 2/3/23, saying I owe a balance of $300 for the appointment with the nurse practitioner. This was very frustrating, and I called billing as soon as I got the email. I talked to a customer service rep who said she would talk to her supervisor and call me back or email me. They did neither. I called back today, Mon., 1/6/23, and asked to speak directly to the supervisor. She REFUSED to get on the phone with me. She would only relay messages to the customer service rep to me. She was not caring and very rude. The supervisors name is *******. She said I needed to call my insurance and see if they cover out of network to get the appointment covered! She said she would check the call logs to see who told me this would be written off! I got nothing resolved. I am not liable for $300 bc they didn’t make sure their provider - the nurse practitioner - who is new with the company - was contracted by the date of service! This is supposed to be a mental wellness company, but this has caused me a ton of anxiety and stress. I would go somewhere else but I really love my therapist. Im grateful insurance has covered my appointments with her. Thriveworks also “accidentally”charged me $30 and said they would refund that amount but I have yet to receive it.

  Business Response

  Date: 02/22/2023

  Hello- We are sorry to hear about this issue. We have confirmed with our teams that a billing representative has reached out to assist the client further, including going over charges and looking further into any possible refund. 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:02/01/2023

  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 name is ********* ********* today 2-1-2023 Thriveworks has charged me $75 this charge is invalid and not authorized by myself. 1/11 I was scheduled to see a psychiatrist but thriveworks made the mistake of scheduling me with a therapist instead. I then to manger ****** who promised me I would not be charged the $75. I am requesting thriveworks to refund me the charge of $75 I did not authorize. Your manager emailed me stating all of this and you still charged me. Please help.

  Business Response

  Date: 02/06/2023

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

• Initial Complaint

  Date:01/31/2023

  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 started seeing my counselor through Thriveworks, virtually, in March 2022. I was asked for a credit card to bill the monthly MEMBERSHIP fee. I was never informed that the card I give them would be the only way to pay my statements in the future. Fast forward to June, my card was charged a ridiculous amount, that did not match the bill I received in my email. I called Thriveworks demanding to know why they are charging my card an amount that was not disclosed to me. I was told that the "Automatic billing system" just processes whatever statements are ready, every Wednesday. And there must have been another statement that came through in between the email and the payment being processed. Well that was the ONLY invoice/bill I EVER received from Thriveworks. Over the last 8 months they have caused me so much stress. I have asked MANY TIMES that my card not be charged without my consent/notification. They do not honor my requests. There was one instance they charged me over $600. I called to set up a payment plan for this statement and were supposed to only charge me $85.10/month going forward. Until another statement came out, and the automatic billing system processed my card for that full amount. I was told I had to call back for each statement, spend 40+ minutes on the phone with a rep to set up the new payment plan for every future statement. Fast forward to January 2023, I received an email from the billing department letting me know they made a mistake and accidentally charged my card $340. instead of the $85.10 amount agreed upon. They actually charged me that $340 twice. They refunded it and instead of charging the correct amount like they said, they took $219.91 out of my account. I am beyond frustrated with them saying they are taking one amount, and instead taking a totally different amount. I have requested multiple times an INVOICE or BILL showing my remaining balances, they refuse to send me one. I cannot view bills in my portal. This company is SHADY.

  Business Response

  Date: 02/10/2023

  Hello- We are sorry to hear about this issue. We have confirmed that our billing team has reached out to the client to assist further, including going over all charges and assisting with any refunds and write offs that are needed. We encourage the client to continue to communicate with our billing team as they continue to look into this issue. 

  Customer Answer

  Date: 02/13/2023

  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.The woman assisting me in the billing department (*******) has done nothing but argue with me (for 20+ minutes on the phone on Mon 2/6) over the charges/refunds. She kept arguing with me that the $779.05 I've paid so far is LESS the $563.55 they charged me and then refunded in July of 2022. I am trying to explain to her I have paid $779 AFTER that refund. If I was charged and then refunded, then it's like it never happened. I added up all my other payments and it came out to $779 but she was saying I was refunded $563 so it's like I only paid $200 something. I asked her to review my bank statement and add up all payments excluding that charge/refund. We went in circles over this for far too long. I have not heard if she actually added them and realized she was mistaken. She also has not given me an explanation of charges with the total amount I accumulated bills from 3/30/22 - 7/13/22. As I requested, multiple times. I just want to know the total dollar amount I ever owed Thriveworks from the start of services to the end. She was able to clarify the "invoices" I received were of PAYMENTS, they do not include the actual charges, so I believe my math was wrong when I first wrote this complaint. But again, I have requested INVOICES of CHARGES ACCUMULATED. I have YET to receive those. Instead, I had to print out my claims from my insurance website and match the payments I've made to Thriveworks that way. Which is not easy because they split every session into multiple payments. So one payment of $85.91 included $32.96 for a session on 4/27 - charged on 11/15. Then $52.14 for a session on 5/4 charged on 11/15. It's like this for all of them. They did not explain this to me either, I had to go through and figure it out myself. Took a few hours to make sense of it all. Another issue is the very 1st payment on 6/22/22, I was charged $171.82. If you divide that by 2, you get $85.91. SO that should have paid for TWO sessions. There is only one payment applied to a session on that payment date, according to the Payment Receipt List they gave me. So there is an extra $85.91 I paid, that has not been applied to my balance. After speaking with ******* and re-calculating, on my end I'm showing I've accumulated $899.45 in bills with Thriveworks. I have paid $779.05 and still owe $120.49. I have been trying to confirm this with the billing department so that I can pay it and be done with them but they have been unresponsive since I emailed my findings. ******* was insistent that I was refunded the charge of $219.91 on 1/18/23 and re-charged $85.91 - the correct amount. If this was correct, I would still owe $249, but I explained to her many times I did not have a refund for that amount and therefore I did not owe another $249. I had to send her my bank statements, a second time, to prove I was still not refunded/charged the correct amount as she claimed. She last called on Tuesday 2/7/23 said she was still working on pulling all of my payment receipts and would call me back. I called her and left a message Thursday 2/9/23. Today is Monday 2/13/2023 - 11am - and I still have not heard back from her. I just want to get this resolved so I can forget I ever did business with this company but it's like they think I'm lying about how much I've paid. Maybe if the billing system wasn't so messed up someone would be able to give me straight answer. 
  Regards,
  
  ******** ****

  Business Response

  Date: 03/27/2023

  I have now received confirmation from our billing team that we have resolved the client's concerns. Our team has written off the balance due for this client and apologized for the confusion/ miscommunications that occurred. The last our billing rep spoke with the client they reported she was pleased with the resolution. Please let me know if anything else is needed. 

  Customer Answer

  Date: 03/27/2023

  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.The information is correct this time. Thank you. 
  
  Regards,
  
  ******** ****

• Initial Complaint

  Date:01/30/2023

  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 had to sign up for a monthly membership to receive counseling via facetime during the pandemic. I was charged $39 for membership fee and then $134.59 for one hour of counseling. I was told by the counselor at the end of the session that I was all set unless I wanted to schedule additional meetings. I set up my account with thriveworks using my HSA account. I have not checked my HSA account in some time and now that I have a see that thrveworks has been charging me $39 dollars for over a year with no notice in the mail. Thriveworks refuses to reimburse me for months of accrued charges.

  Business Response

  Date: 01/31/2023

  Hello- We are sorry to hear about this issue! We have confirmed with our support team that all membership fees have been refunded for this client, and that they have reached out to provide further assistance if needed. We believe this issue to be resolved. 

  Customer Answer

  Date: 02/21/2023

  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 have been refunded in full.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:01/29/2023

  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.

  I originally started a business relationship with the company with the understanding it could provide counseling services for my teenage child that would not conflict with school. When school started we were informed there were no services available outside of school hours and we requested cancellation. The company continued to charge a $39.00 monthly fee until December on a card provided for payment at the time of sign up. After a complaint regarding the ongoing fees, I was issued a refund for the incorrect payments and I thought the matter closed.
  
  However on January 25th I was charged $200 without my consent as I had requested cancellation of my relationship with the company and been assured that it was ended when my refund for the previous incorrect charges. When I attempted to call the company to resolve the issue they used the excuse of technical issues and would not address my problem.
  
  They advertise the ability to easily cancel their services but the very next month after receiving a refund and assurance my account had been closed I was charged an even larger amount.

  Business Response

  Date: 02/09/2023

  Hello- We are sorry to hear about this issue. We have confirmed that a member of our team has reached out to assist the client, including refunding any overcharged fees, going over reprocessed claims that were incorrectly denied by insurance, and providing the client a statement for their sessions. We believe this issue to be resolved but encourage the client to reach out to the billing representative if there are any other questions or concerns. 

• Initial Complaint

  Date:01/23/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They have been harassing and overcharging for services never rendered to me for months and now requesting me to pay a co-pay of $15, for which I sent them a check dated November 20, 2022 which they cashed. I request that they refund me the monthly service fees that they charged me for services never rendered and stop harassing me with false billings

  Business Response

  Date: 01/30/2023

  Hello- We are sorry to hear about this issue! We have confirmed with our billing team that they have reached out to the client to assist further, including verifying the check that was sent in and reprocessing any outstanding claims with insurance. We have also refunded any overcharged membership fees. 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: 02/10/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  This has been resolved.
  
  Regards,
  
  ***** *********

• Initial Complaint

  Date:01/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business need to do better. There is no reason why I had to make three separate calls to get the same issue resolved. Each call I was told something different. First called was placed on Friday January 13th, The representative ******* was told there was a partial refund being issued, come to find out days later that wasn’t done properly. Second time Thursday January 19th, the representative ***** assured me that the refund was issued, yet again in was not. Final call January 20th resulted in speaking to team leader *****, who wasn’t any help at all. The first call lasted almost an hour and a half with the waiting to reach an actual person then waiting for them to communicate with a supervisor. This was time consuming and a major inconvenience to have go through to only have the issue partially resolved. I would never use this business again or refer any other patrons again

  Business Response

  Date: 01/24/2023

  Hello, I called the client and left them a voicemail with my direct phone number. I have reviewed the clients account and I see the client was corresponded with regulary about their billing questions they were also refunded partial in November and again in January, however the client has a balance. The client was originally charged a self pay rate due the client not providing their active insurance card. They were sent several emails in July asking for their insurance information. The client provided their insurance information in August and at that time their insurance was not in our AMD system so one of our billing specialist move the balance off the client and waited for insurance to be added. Billing advised the client letting them know that their insurance will needed to be added to our system. The client was told on several occasion that once their claims are processed they would be responsible for any copay or deductible amount. Once the claims processed the client has a $35 dollar copay and they received several statements monthly about the balance due the client called, and once again was explained this is their copay responsibilty April offered a partial refund and a payment plan for 2 months. The client wanted all refunded and stated she was lied to because they were told they had no balance. Client called Nov 14 and refunded $198 on Nov 14th. The client was not refunded on Jan 13th due to no card on file card was removed due to client asking for it to be removed. The client owes the balance for her copay responsibilty. 

• Initial Complaint

  Date:01/18/2023

  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 decided to see a counselor for PPD, I attended a few sessions and noticed some strange charges to my bank account.. I received no statement or any kind of communication this was happening. On 1/12 I was charged $146 and then charged again on 1/13 for the same amount. They said these were for my December sessions. I told them I understand but I did not consent to these charges nor did I know they were coming so they withdrew all the money from my account putting me in the negatives. When I called to resolve this they apologized and then the following day charged my card again for the same amount. They refunded me and then took the money right back again without my consent. I asked if they could refund me the money and then they could bill me and we could set up a payment plan. That was the deal. Instead I’m out almost $600 because I have another mysterious charge of $293 and no receipt or any kind of communication. I’ve only attended a handful of sessions so this cannot be. This company is taking advantage of people with mental illness and does not care about its customers at all and now I can afford daycare for my infant or food to feed him.

  Business Response

  Date: 01/30/2023

  Hello- We are sorry to hear about this issue. We have confirmed that our billing team has reached out to assist further and discuss payment plan options with the client. We believe this issue to be resolved but encourage the client to continue to communicate with the billing team with any further questions/concerns.

• Initial Complaint

  Date:01/18/2023

  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 think this company is an insurance scam , both the lady who scheduled my first appointment & the therapist told me it would be a 30$ copay before the visit . I was never charged a co pay and further more never received any services I was just referred to someone else & was charged 134.62 out of pocket my second visit I was also referred to someone else in a different thearpy office but was still charged 196$ I received no coping skills no advice and no medicine I told the lady I did not want to continue services but was still scheduled for 2 more appointments for some reason with a charge of 200$ for no show. I’ve tried to call the doctor or 4 separate occasions & never received a call back. This company is a insurance scam & now wants me to pay 538$ in total my name is ******* ****

  Business Response

  Date: 01/31/2023

  Hello- We are sorry to hear about this issue. We have confirmed with our teams that a member of billing has reached out to assist further, including waiving the missed appointment fees and clarifying that the client's charges are due to meeting their deductible. 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.