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

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

• 

  Thriveworks

  70 Cherry St Milford, CT 06460-3413

• 

  Thriveworks Counseling & Psychiatry Media

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

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:01/17/2023

  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.

  Signed paperwork on 5/17/22 for an initial assessment for family therapy. Had one appointment with therapist on 5/31 who was, by far, the worst therapist I’ve ever met. Entire family refused to see her again and told her we’d be seeking help elsewhere. Received email from therapist saying my account would be closed out. Continued to be charged $39 a month by Thriveworks. Contacted them today to discuss why they have charged me—they refuse to refund any of the money that they have charged.

  Business Response

  Date: 01/18/2023

  Hello- We are sorry to hear about this issue! We have confirmed with our team that they have refunded the membership fee charges that the client is referring to and have reached out to assist further if needed. We believe this issue to be resolved but encourage the client to communicate with our support representative if there are any other questions or concerns.

  Customer Answer

  Date: 01/18/2023

  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:01/11/2023

  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.

  My son is/was receiving counseling from Thriveworks counseling occasionally. I recently tried to cancel an appointment due to exam review (he’s a junior in high school) and received no response after sending 3 separate emails trying to cancel the appointment. After the appointment was not cancelled I emailed twice to verify that we would not be charged the $99 for the appointment. I also received no response to those two emails. Now the charge has recently gone through for the $99. I have emailed, yet again to request all treatment cease.

  Business Response

  Date: 01/17/2023

  Hello- We are so sorry to hear about this issue. We have confirmed with our team that a refund has been processed for this client and that a billing representative has reached out to assist further if needed. We believe this issue to be resolved but encourage the client to communicate with our billing team if there are any other questions or concerns. 

  Customer Answer

  Date: 01/17/2023

  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:01/11/2023

  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.

  They are trying to double charge me for copays they have already collected. There was a major billing issue over the summer. It took months to get that resolved. When it finally was, I paid my bill in FULL on August 23, 2022. They are claiming that was not the case and that I still owe for services prior to that. I may earnestly owe for services performed after Aug. 23, and am willing to pay those, but I will not double pay for anything prior to that. This is an issue with their accounting system they keep changing. The customer service reps are very rude and do not understand the American healthcare system and have made this infinitely more stressful and difficult than it needs to be, which I believe to be a strategy to wear people down so that they pay just to be left alone and no longer harassed.

  Business Response

  Date: 01/31/2023

  Hello- We are so sorry to read this. We have confirmed with our billing team that they have reached out to the client to go over their charges and, after a recent payment, have verified that there is no remaining balance due. We believe this issue to be resolved. 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. We encourage the client to reach back out to us if we can provide any further assistance.

• Initial Complaint

  Date:01/11/2023

  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 signed up for this business went to one appointment and they charged me for an additional appointment I didn’t schedule. $124! Doesn’t make sense at all. I called and emailed them and they refused. I asked to speak to someone higher up and they never responded. This place is a literal scam

  Business Response

  Date: 01/31/2023

  Hello- We are sorry to hear about this issue. As the charge in question has been disputed by the client with their bank and placed in chargeback, we are not able to take any action for the 30-90 days of that process. We have confirmed with our team that a member of billing has reached out to discuss this further with the client. 

  Customer Answer

  Date: 02/02/2023

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

• Initial Complaint

  Date:01/10/2023

  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.

  trying to charge me for no service rendered on dec 9th. said they would call and never did and left me on hold for an hour and then hung up then on hold another hour and said they would call back and never did and i am still receiving a bill when i never talked to any of their counselors. worst company ever super shady. please help

  Business Response

  Date: 01/31/2023

  Hello- We are sorry to hear about this issue. Our team has reached out to the client to assist further, including confirming with the client that they did attend a session. While we value our clients’ experiences, our clinicians’ time is also valuable. When a client attends a session with a clinician, the clinician can’t get that time back and we are not able to refund session fees. We believe this issue to be resolved but encourage the client to reach out if we can be of further assistance.

• Initial Complaint

  Date:01/04/2023

  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.

  My daughter ***** ******* needed a therapist. We contacted thriveworks and they told us we had to do an online therapist because the therapist was the only provided in network. We later found out (after two sessions) that Thriveworks is not in network. We were on the phone for hours trying to straighten out why we were told A. we had to go to an online therapist B, That the therapist was in network. We canceled the appointment in the same set of phone calls. We were charged two sessions and a late fee. Thriveworks refuses to give us a supervisor contact and only gives us generic email addresses.

  Business Response

  Date: 01/18/2023

  Hello- We are sorry to here about these issues! Our team has attempted to contact the client's parent, but have unfortunately been unable to connect.  We strongly encourage the client to reach out to our team as soon as possible so we can help them resolve the issue in a timely manner.

• Initial Complaint

  Date:12/27/2022

  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 referred to Thriveworks for an appointment from my pcp’s medical office.
  
  A representative from Thriveworks received my referral and called me to schedule a virtual appointment. I received a link to my virtual appointment on august 5th. On august 5th I used the link to attended my virtual appointment and no one showed for over 30 minutes. While on the virtual appointment, I called Thriveworks to see what was happening and they stated they were sorry, but I was accidentally scheduled with someone who was not accepting new patients. So I disconnected from my virtual appointment.
  
  Sometime later, I received a bill stating I was being charged a no-show fee of $99. I called Thriveworks to dispute and they said they would call me back within the week to give me an update. They never called. I had to call and each time they stated they were waiting for a director to review my dispute. It has been months and they neglect to refund me.

  Business Response

  Date: 01/04/2023

  Hello- We are sorry to hear about this issue. We have confirmed with our team that they are in the process of looking into this issue and have reached out to the client to assist further. We encourage the client to continue to communicate with our team in order to resolve this as quickly as possible.

• Initial Complaint

  Date:12/23/2022

  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 beginning of 2022 in December, I was desperate for help. I had just gotten a new job and lost my health insurance from the state but I needed a therapist. I bought private insurance to do so. I couldn’t find a single therapist in my area that accepted my insurance except for this company. They charged me a membership fee of $49/ month and set me up with a “therapist” that my insurance covered fully. Before I could get to my first appointment, I was in crisis and one of their “therapists” reached out to me! She told me to go to the ER (I had Covid) and once I was there, told me that she would call the police if I left. I left and never told her in my next and last three appointments. I didn’t like the therapist so I canceled my membership in June after paying the balance in full. Months later I am getting harassed via email for $99 every week! I even paid it once thinking I made a mistake! I blocked them from my bank. Today I got an email that I owe them $891 now BUT they’re willing to offer a “one time settlement (85% of the amount due” for a limited time.” I’ve had it. This company is preying on vulnerable, sick people. They need to be stopped. This is a scam!

  Business Response

  Date: 01/04/2023

  I have reviewed the client's account and per notes, we started sending emails back in March asking the client to send us a copy of their insurance card so we could verify their benefits, however, we never received a copy of their insurance card so the client was moved to self-pay. The client was charged for their missed appointments on 2/25, 3/25, and 4/11 they were also charged for their session on 1/5. The client still has a past-due balance of $891.00. I will reach out to the client to see if I can get a copy so I can submit claims to their insurance company. The sessions will be denied due to timely filing. 

  Customer Answer

  Date: 01/06/2023

  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 amount of times I have had to send my insurance information, only to be told that I haven’t sent my insurance information is ridiculous. I had given my insurance information to the therapist ******* multiple times because I could not get ahold of a single human to answer questions that I’d had and my insurance had only sent me a temporary card In an email. She assured me she would forward the info to billing and she seemingly had because I hadn’t had anyone reach out to me regarding my insurance and billing until after I cancelled my membership. I’ve spoken to Lindsay dunnels, the regional clinic director finally and I have sent her my insurance information.
  
  Regards,
  
  **** *****

  Business Response

  Date: 01/18/2023

  Hello- We have taken the following actions in regards to this complaint. Our billing team has reached out to the client to update them that we were able to resubmit claims through their insurance, and to assist with any other billing questions. As it can take up to 90 days to process claims through insurance, our team is still actively working on this and reaching out to the client. We encourage the client to communicate with our billing team if there are any questions or concerns while our team is working with their insurance.

• Initial Complaint

  Date:12/15/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is a huge scam. How they can do this to some of the most vulnerable people in the population is so scary & criminal. This company charged my bank card for $845 WITHOUT MY CONSENT! Their billing practices are haphazard & all around annoying. This isn't the first time I had issues with billing.
  
  Their patient care practices are atrocious too. My appointments were cancelled by email at the last minute & I was told I had to reschedule, which I did. Then my provider disappeared completely & I was told that no other provider took my insurance & they couldn't get me in. Mind you, this was NOT my fault & I am on controlled medications that can't be stopped cold turkey. I ended up having to find another provider right away to continue my management & mental healthcare.
  
  I respect that I have a balance to be paid but I would NEVER authorize hundreds of dollars in one go on my card, especially in these hard economic times. I checked my member profile & I did NOT have my credit card stored on file & all my of payment receipts clearly state they were MANUALLY paid. I have attached screenshots as proof. I want my money refunded immediately as this is significantly impacting my life right now. I will then make arrangements for a more humane & manageable payment plan.

  Business Response

  Date: 12/19/2022

  Hello- We are sorry to hear about this issue! We have confirmed with our team that they attempted to reach out to the client about their balance before these charges were applied, and have been in touch with the client in regards to this complaint in order to assist further. 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: 12/21/2022

  I checked my notices and nowhere did it state that the full balance would be taken out my account due to nonpayment. It says that I would have to make a down payment & then set up a payment plan. When I spoke with the billing representative, I was first told I didn’t make a payment, which I corrected. The last payment I made was manually on September 9th for $25. She tried to tell me it was $10, but I have a receipt.I’ve had consistent billing, scheduling & provider issues with this company. I called back since & no one has returned my call. I’m sick with Covid & this is the last thing I should have to be dealing with right now. This company has shaken up my faith in healthcare & aggravated my mental health conditions.

  Business Response

  Date: 01/04/2023

  Hello- We have taken the following action in regards to this complaint. Our billing team has reached out to the client to review the statements that were sent and advise that, since a chargeback has occurred, we are not able to take any further action until that dispute has been cleared. We encourage the client to continue to communicate with their bank and the billing team in order to resolve this issue as quickly as possible. 

• Initial Complaint

  Date:12/14/2022

  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 called into thriveworks because they were on my insurance page.I was told that each appointment would only cost $99. At first everything was great and I got through my first two appointments. Then I started getting charges on my bank account for 150 for each appointment. I checked my insurance claims and thriveworks had charged almost $400 for each of my appointments and then charged me another $150 for each appointment. Since then I’ve closed my account with them but they are still attempting to charge my account.

  Business Response

  Date: 12/21/2022

  Hi there - we're sorry to hear about the billing issues! After reaching out to our billing team, we were able to confirm that they've attempted to reach out to you to help solve the issue. Unfortunately, they have not heard back from you yet. We strongly encourage you to reach out to our billing team as soon as possible so we can help you resolve the issue in a timely manner.