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 Administrative Services LLC

  2553 Housley Rd Suite 104 Annapolis, MD 21401

• 

  Thriveworks Administrative Services LLC

  2700 Lighthouse Point E Suite 220 Baltimore, MD 21224

• 

  Thriveworks Administrative Services LLC

  5410 Lynx Ln Suite 285 Columbia, MD 21044

• 

  Thriveworks Administrative Services LLC

  5301 Buckeystown Pike Suite 320 Frederick, MD 21704

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:12/02/2022

  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.

  We began using Thriveworks in March for my daughters therapy. We got through two scheduled sessions before things went downhill. We would book appointments and never receive a link in the email even after calling and letting them know and they would extend sympathies. Offer to reschedule and assure us we would not be charged. After rescheduling three times with the same issue, I told them I wanted to cancel. I paid for the two visits of 3/25 and 4/21 in full on 4/21 which I have confirmed through my bank. They continued to charge me two fees of $39 and one for $99 on may. When I called they apologized and refunded me the two $39 charges. At that time I told them I wanted my card removed to prevent this from happening. They assured me three times on that call that they removed my debit card and could no longer charge it. Now as of 12/1/22 I got into my online banking to discover they took $198 from me. When I called today they stated it was for no show charges back in April. I again explained what had happened and that I was informed I would not be charged those fees and they removed my card. All they said was the card was still on file and that there were no notations and they had to email to see if they could get these fees waived but it could take up to 72 hrs to even receive an answer. I shouldn’t have to pay fees that were their error and two they should not be able to charge a debit card that they were not authorized to charge and should have no longer had on file at my request in May 2022.

  Business Response

  Date: 12/08/2022

  Hi there - we're sorry to hear about the billing issues! After reaching out to our support 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 team as soon as possible so we can help you resolve the issue in a timely manner.

  Customer Answer

  Date: 12/08/2022

  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 was sent an email a few days ago from Thriveworks Billing to which I replied as they suggested. I received another email today from the business stating they have not heard from me yet I responded to their email days ago with the issue and never received a reply back.

  Business Response

  Date: 12/19/2022

  Hello- We have confirmed with our team that they have been in communication with the client and are looking into refunding the Late Cancellation Fee. 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:11/29/2022

  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.

  Thriveworks has continued to charge my credit card that was on file multiple times up to a year after I have canceled my services and closed my account. Now they are charging my card for others services due to the email account being the same. I want my $300 and my card removed from there system.
  ***** ****

  Business Response

  Date: 12/06/2022

  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.

• Initial Complaint

  Date:11/29/2022

  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.

  My insurance provider furnished me a list of mental health care providers in network (attached list). I called the provider directory number *** *** **** to inquire of availability and insurance/copays. The Thriveworks representative setup two counseling sessions for me for talk sessions. The Thriveworks representative ran my medical insurance card and informed me accepted. The Thriveworks representative told me there was a monthly mandatory membership fee of $39. The Thriveworks representative informed me each session cost was billed to my medical insurance of $149. From the $149 billable rate to insurance, I than would be responsible for the copay (which is 20% for me).
  
  My first session was conducted with *******. I believe ******* is in practice with ****** ****.
  My second session the psychiatry was not on the zoom consult past 10 minutes. When she finally joined, she instructed me she does not provide talk psychiatry and only prescribes certain medications. We both realized the Thriveworks representative had setup that appointment in error as ******* psychiatry would not conduct psychiatry session. ******* stated would not bill and I firmly stated no service provided. We ended the call after two minutes of conversation about the mixup.
  
  Much to my surprise now, my patient portal has $790 insurance billed. This is two sessions of $395 each. The second session should be deleted or amount $0 due to nonservice. The first session should be what was represented to me of $149 billable to my insurance and me owing 20% copay of that. Thank you.

  Business Response

  Date: 12/06/2022

  Hello, We are sorry to hear about this issue. We have confirmed that a member of our billing team has reached out to assist further. We believe this issue to be resolved but encourage the client to continue to communicate with the team member if there are any other questions/concerns.

• Initial Complaint

  Date:11/28/2022

  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.

  We were charged $587.00 for an outstanding balance that we had called multiple times and emailed multiple times to understand. At the end of the day after 4 more hours of being on the phone discussing this bill with Thriveworks we were refunded partially. They couldn't keep up with the client (name or gender) - they couldn't keep up with the family insurance change situation - they could not call us back to address the bill before taking the money out of our account when we were not expecting it. We stuck it out for the sake of the client, but we are looking for therapy elsewhere due to their fishy billing practices. STAY AWAY

  Business Response

  Date: 12/08/2022

  Hello, We are sorry to hear about this issue. We have confirmed with our support and billing teams that any refunds due have been processed, and that a member of our team has reached out to the client to assist further if needed. We believe this issue to be resolved but encourage the client to continue to communicate with the representative if there are any other questions/concerns.

• Initial Complaint

  Date:11/26/2022

  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 signed my son up for Thriveworks in October 2021. He was 16 and having some hormonal depression also in desperate need of therapy. I am a single mother and a 100% disabled veteran. I was injured in Iraq and can no longer work. I made sure Thriveworks accepted our insurance (he is covered under his fathers plan and my ********). They said our appointments were covered. He had 4 sessions and missed the 5th one bc he booked the appt with the therapist and no one told me about it. When he missed the appt, I got charged a $99 missed appt fee and they took it right out of my acct. I called and sent an email to the billing department to verbally ensure they knew they were not allowed to withdraw from my acct without my permission. They can send me a bill and I’ll pay it, like any other bill. We switched therapists bc I found that very sketchy. Then 6 months later, they took $463 out of my acct out of nowhere. I was so lost. I called and complained. They told me that it was my ‘out of pocket fees’ for 4 appts. Once again, I explained that they do not have permission to take money out of my acct. after A LOT of back and forth, they refunded the money and agreed to put me on a payment plan. I called numerous times trying to straighten out an accurate amount bc $463 seemed very high for having insurance (a primary and secondary). The billing specialist never called me back and in October, they took $463 out of my account again. I filed a stop payment with my bank and I’m still trying to get a billing specialist on the phone. Horrible company. Horrible billing department. Horrible morals.

  Business Response

  Date: 12/05/2022

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

  Customer Answer

  Date: 12/05/2022

  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 been called by the billing manager but nothing has been resolved yet. I was told they would call me back again. Still awaiting that phone call and resolution plan. 
  
  Regards,
  
  ******* ******

  Business Response

  Date: 01/04/2023

  Hello- We have taken the following action in regards to this complaint. We have confirmed that our billing team has been in touch with the client, explaining that the fees in question are currently in chargeback, which can take 60-90 days to be resolved. We encourage the client to continue to communicate with their bank and our billing team.

  Customer Answer

  Date: 01/04/2023

  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.
  There has still not been a solution and I intend to keep this complaint open until the matter is resolved. Thank you. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:11/23/2022

  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.

  This organization is poor billing practices. I have never received a statement from them. I was told that everything was electronic. However, whenever I have logged in. I would get a message that "no balance was due". I would receive this message every month. Also, I was not able to get account statements. However, money was deducted from my account without my knowledge.

  Business Response

  Date: 12/01/2022

  Hello- We are sorry to hear about this issue. We have confirmed with our support team that a representative has reached out to assist further. We believe this matter to be resolved, but encourage the client to continue to communicate with the team member if there are any further questions or concerns.

• Initial Complaint

  Date:11/23/2022

  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.

  Thriveworks advertised a provider, ******** ****, within the network for **** ***** **** ******. I had a visit with the provider on 5/2/2022. When the bill came it was charged as out-of-network and an amount owed of $208. When I called the Thriveworks they originally sent it back to insurance to bill as in-network. This came back again as out-of-network. I called my insurance company, and they stated that the provider, ******** ****, was not credentialed as an in-network provider. I then contacted Thriveworks again, the billing office employee that took my call said that she would look into it and call me back. I never got a call back and received another bill. I called Thriveworks again and they stated still that the provider was in-network, and they were going to talk with **** home office and get this straightened out. I never received another call, then received another bill. I called Thriveworks again and the person that I spoke with, ****** , said that she would check on it and give me a call before the end of the next day. She then sent me and email stating that the provider has been credentialed with **** since 2/2021 and that I have a 2,000 deductible and that is why I was being charged. I responded to this email and told them this is incorrect as I have a $1,050 out-of-pocket max that I have already reached. She then came back stating that she could not verify my insurance or date of birth, which turns out they had wrong even though I have verified with the company every time I have called and online. I called **** again and they have again verified that the provider, ******** ****, is not an in-network provider and that she never has been. That reference call number is ********* and spoke with ****.

  Business Response

  Date: 12/07/2022

  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. We encourage the client to continue to communicate with the billing representative to resolve this issue as quickly as possible.

• Initial Complaint

  Date:11/21/2022

  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 called Thriveworks to setup my account and make an appointment. The worker that took down all my information, including my health insurance. After many sessions and thousands of dollars later, Thriveworks took a payment from my card that I did not authorize, and I started getting statements from my insurance company saying they were not covering the costs. I called Thriveworks and they stated the clinician I have been seeing is out of network and the best that they would do is charge me the self-pay amount for each session. It has been extremely frustrating to have to pay anything when I already met my deductible and out of pocket max. I was told by Thriveworks that the employees at intake appointments wouldn't know who is in network and out of network off hand, and that they can run your insurance to find out but they don't do that. I feel as though Thriveworks is scamming people considering all of the reviews.

  Business Response

  Date: 11/22/2022

  Hello, We are sorry to hear about this issue. We have confirmed with our support team that they have reached out to assist further, including writing off any overcharged balance. We believe this issue to be resolved but encourage the client to continue to communicate with the support representative if there are any other questions or concerns.

  Customer Answer

  Date: 11/22/2022

   
  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:11/17/2022

  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.

  Hi, Thriveworks Counseling over charged me for my counseling visits on my credit card. In total they charged me $419. My visit copay is only $40. I only attended 6 sessions of which 3 sessions paid by EAP leaving me with 3 sessions to pay total to $120. My credit card company disputed $299 in April leaving $120 payment to them. Also the charge dates and amounts are all off making me to believe there might be some fruad activities within that company. Thriveworks is harrassing me daily since then and kept attempting to charge my credit card which I already had my credit card company replaced. As of today 11/15/22 i went to them many times and show them my credit card statement of the charges. They kept coming back to me and said I still owe the $120. They send me emails stating that if non payment they will take action. I need them to stop harassing me on payments since I paid my visits and also do not want my credits to be affected due to their incorrect billing system. Thank you so much

  Business Response

  Date: 11/22/2022

  Hello- We are sorry to hear about this issue! We have confirmed with our team that a billing representative has reached out to the client to assist further. We encourage the client to continue to communicate with billing in order to resolve this issue as quickly as possible.

  Customer Answer

  Date: 11/22/2022

  I DO NOT accept this respond from Thriveworks.  This company is a scam.  I made multiple calls to them and was put on hold for more than an hour after I questioned about my account.  They never tries to reach out to me.  Yesterday I called them myself as well and was put on hold for another hour so I hung up.  I have sent all my credit card statements and showing them that my credit card only disputed $299 out of the $419 they charged me.  This means I have paid my $120 balance.  Yet I am still receiving emails and texts daily asking me to pay else they will send me to collection agent.  I have read many complaints on BBB and online and they all have similar situation as me.  This is a fraudulent company which targets the valuables.  I need them to stop harassing/threatening me that I still owe a balance unless they can show me that my credit card disputed the full charge of $419.  Attached I included my screen print of my credit card showing the charges and disputes and the statements they kept sending me which doesn't make sense at all(services dates are off and not all charges from my credit cards are there).  I am in accounting and I work on many account reconciliations yet I don't understand their statements.  This is fraud.  They make it confusing for people that are not use to reviewing statements and not fluent in English to con them into paying what they billed them.  I need them to stop billing me and close this account on their end if not I will not accept this respond from them.
  
  ** *****

  Business Response

  Date: 12/05/2022

  Hello- We have taken the following action in regards to this complaint. We have confirmed with our billing team that they have reached out to the client to go over itemized session charges and corrected any errors in the system. We believe this issue to be resolved. 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, we encourage the client to continue to communicate with the billing representative.

  Customer Answer

  Date: 12/06/2022

  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.
  As of today Thriveworks still didn't provide me with the remittance address for me to send my last payment in.  We only resolve the amount so I agreed to pay the remaining which is $40 copay.  I didn't go to this visit but I am agreeing to pay to just get this over with.  I do not want to give them my credit card info anymore as they have been randomly charging me.  So I would like them to provide me with a remittance address so that I can pay and have record of this final payment.  To date they still kept sending me notification on past dues and want me to pay with credit card.  I need remittance address so I can send a check to clear this balance and close this.  I had added my 2nd attempt to ask them for the remittance.
  
  Regards,
  
  ** *****

  Business Response

  Date: 12/19/2022

  Hello- We have taken the following action in regards to this complaint. We have confirmed that our billing team has reached out to the client to assist further, and that there is currently no further balance due. We believe this issue to be resolved, but encourage them to continue to communicate with the billing representative if there are any other questions or concerns.

• Initial Complaint

  Date:11/17/2022

  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.

  Thriveworks steals your money and then ghosts you. I used their services for a few months and then canceled after several months of not seeing a therapist. Canceling was “easy” you just call, ask to speak to Billing and tell them you want to cancel. I was assured during the call that services had been canceled and that I wouldn’t continue to be charged (I double checked because my sister had issues with getting charged after canceling her account). I was assured that was a one time thing and that my account was closed. Come to find out though I’ve still been getting charged every month since! I’ve called numerous times since noticing and there’s never anyone available to talk to in the billing department, and there’s no voicemail to leave a message, the phone just hangs up. I’ve disputed the charges with my bank and was instructed to reach out in writing so I’ve taken those steps but need to speak with someone to ensure I will not continue to be charged again next month. This is extremely frustrating, unprofessional and unethical. I want to speak to someone, I want my money back, and I want proof of cancellation in writing.

  Business Response

  Date: 11/23/2022

  Hi there - we're sorry to hear about the billing issues! After reaching out to our 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 team as soon as possible so we can help you resolve the issue in a timely manner.