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.

close

Find a Location

Thriveworks Administrative Services, LLC has 299 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:11/15/2022

  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.

  10/22/22. 10am I had a med management appointment. I waited in the zoom wait room five minutes prior to my appointment (9:55am) and stayed on until 10:25am. At no point did anyone answer or join the meeting with me. Immediately after I left the meeting, I checked my email for any update I might have missed. I then saw an email that was sent to me that same day at 10:15am (which was while I was on the call waiting) that they switch who I was meeting with but kept the appointment time for 10:00am… which was 15 minutes before I received that email. I clicked the new link I received at 10:15 am to see if they were possibly still waiting and it was ended. Therefore resulting in me being charged a cancellation fee when indeed did not cancel. I spoke to billing multiple times about this and was told they will honor my request to take that charge off and reschedule my appointment for 10/26/22. On 10/25/22 at 8am I tried to call to reschedule because of a work issue (I am an essential employee my schedule can change within minutes) there was a long wait time so I opted for the call back feature. When I got a call back, my phone rang once and hung up. Not giving me anytime to answer it. This resulted in my receiving another cancellation fee. Part of the reason I am going to therapy is financial stress. This did not help at all. Now I’m left to find a different counseling agency when it took months to find this one.

  Business Response

  Date: 11/21/2022

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

• Initial Complaint

  Date:11/14/2022

  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.

  My Son began using your services in August of this year and we were told our insurance provider was accepted and the first 2 claims that were submitted were correct as an in-network provider. After those 2 claims every claim has now been tagged as out of network due to the address the therapist is using, the HQ address rather than the office address. We have contacted our insurance provider and have been told that Thriveworks needs to contact them and update the address and the claims will be re processed. We have emailed the billing department about this multiple times. At this point we are edging on insurance fraud as this company refuses to contact us back and updating the claims. Why would I seek and out of network provider when I use insurance that covers the sessions. We also made sure to confirm our insurance was accepted prior to beginning treatment. This issue needs to be addressed. As I read through the complaints, I do see a consistent issue with Thriveworks Billing department.

  Business Response

  Date: 11/16/2022

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

• Initial Complaint

  Date:11/05/2022

  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 am due a refund of 2 sessions I was billed for at $99 a piece. I had cancelled my membership and should not have been billed after the cancellation. I have an e mail by the involved party who acknowledged she made an error and I am due a refund. I have 2 e mails from Thriveworks Billing stating they will be processing a refund and this has not happened and this was over a month ago

  Business Response

  Date: 11/09/2022

  Hello- We are sorry to hear about this issue. We have confirmed with a member of our billing team that they have reached out the client and are currently processing refunds. We encourage the client to continue to communicate with the billing representative if there are any further questions/concerns. 

• Initial Complaint

  Date:11/03/2022

  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 attended mental health counseling through ThriveWorks back in April and May of 2022. I then stopped attending these therapy sessions at the end of May of 2022. However, even though I have not been an active member of ThriveWorks, I have been charged a $49 membership fee every single month for the past 6 months. Whenever I tried to call the ThriveWorks support number, and dialed the billing extension, I have been told that there are “technical difficulties” and there is no way for me to contact someone to remedy this issue.

  Business Response

  Date: 11/04/2022

  Hello, We are sorry to hear about this miscommunication! We have confirmed with our support team that they have reached out to the client and the any refunds due have been processed. We believe this issue to be resolved but encourage the client to reach back out to the support representative if there are any further questions/concerns.

  Customer Answer

  Date: 11/04/2022

  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:11/01/2022

  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 billed a $15 copay yet my insurance sent me a statement with no copayment due. After multiple sessions I got a charge for multiple co-pays at one time.. which I knew nothing about and got no correspondence about. This put me in a financial hardship and seeking answers I then contacted the billing department because some of the submitted charges were 90 days or more over. This business is very terrible on transparent billing and communication. . The therapist were great and even they admitted problems with Thriveworks billing...HORRIBLE COMPANY!!! I have deleted my membership and my card info and still being charged for services never rendered

  Business Response

  Date: 11/09/2022

  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:10/25/2022

  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.

  On October 19, 2022 the business Thriveworks took $218usd from my bank account without reason; the last time I used their services was in February 2022 and I left no unpaid balances or invoices.
  
  I sent an email to Thriveworks the same day of the $218usd charge, asking for a refund of the erroneous transaction and assistance accessing my online Thriveworks account to remove any credit card or banking information they may have saved in their system.
  
  The afternoon of October 21, 2022 a member of their Billing Escalations team replied and only asked for my name and date of birth on the account, stating "so that I am able to assist you better." Within one minute of receiving their email, I sent them the requested information and received no response.
  
  It is now October 25, 2022 and I have not received any contact regarding my money or account access.
  
  A similar event occurred earlier this year on January 26, 2022 for the amount of $317usd wherein it was necessary to contact my bank for a charge reversal, as Thriveworks never responded to me. An employee of Thriveworks who was providing me service at the time said that the same erroneous bank drafts occurred to several of their clients.
  
  This is an unacceptable business practice, and the demographic served by Thriveworks cannot afford the unnecessary emotional duress associated with financial instabilities.

  Business Response

  Date: 10/28/2022

  Hello- We are sorry to hear about this billing issue. We have confirmed with our billing team that they have reached out to the client to address their concerns. We believe this issue to be resolved but encourage the client to continue to communicate with the billing representative if further assistance is needed.

  Customer Answer

  Date: 10/28/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The business has performed this action to the best of my knowledge, and I consider this complaint resolved.
  
  Regards,
  
  ****** ****

• Initial Complaint

  Date:10/25/2022

  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 submitted paperwork to begin Thriveworks Counseling services on September 4th 2022. I was charged $39 membership fee on September 7th. I made two separate appointments with Thriveworks, one on the 8th of September and again on the 15th of September. Both of these appointments were cancelled and conflicting reasons were given by the provider and Thriveworks. Thriveworks billed my account an additional $39 on October 8th. The number of providers offered at the beginning of the service (Sep 4th) for family counseling in the ****** area was 9. By the 15th the number had gone down to 0, with the closest counselor in ********. Cancelling service is borderline deceptive. Of the options listed on the number provided to cancel services the only line they answer is the appointment department. After multiple attempts to retain services they finally cancelled after I threatened to cancel my credit card.

  Business Response

  Date: 10/27/2022

  Hello- We are sorry to hear about this issue. We are always working to increase availability in our service areas and apologize that we were not able to find someone that suited the client's needs. We have confirmed with our support team that they have reached out to refund any membership fees that were charged, and to assist further if needed. 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 reach back out to us.

• Initial Complaint

  Date:10/23/2022

  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.

  Hello!
  
  I used the Thriveworks services multiple times last year. I then stopped as the price was more than I expected. (I was told over the phone my insurance would pay so much, and it did not; therefore, I actually ended up paying 3-4x what I understood sessions would cost.)
  
  After I stopped sessions, I thought charges from Thriveworks would stop as I was no longer using their services. However, this was not the case.
  
  I admit I might not have read something that said you get charged monthly even if you don’t have a session; however, that was never explained to me. I reported to my credit card and they luckily refunded me. I had to go back to Thriveworks multiple times and finally thought I was officially done being charged. Now, months after the first of a few disputes, they have charged me again!
  
  At this point, I don’t understand why my card is still on file with them, and they are stealing from me. If I had not seen this charge on my credit card, I would not have known it happened. I received no e-mail/phone call about this latest charge.
  
  I truly wanted Thriveworks to help and when I was using their services, I believe they did. I am now at a point where I wished I had never signed up with them due to this continuing, unfounded charges.
  
  As I found this charge today, I did try to call and the number went to another number that said to try back.
  
  Please help as I can’t help but think others are also being scammed this way.
  
  Thank you,
  **** ******

  Business Response

  Date: 10/24/2022

  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:10/20/2022

  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.

  Took a payment of $422 out of my checking account. Refused to refund it back. I’m wiling to pay on my own time, but having funds withdrawn randomly from my bank account caused my family to suffer greatly this week. Thanks thriveworks for making my mental health even worse!

  Business Response

  Date: 10/27/2022

  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.

  Customer Answer

  Date: 11/04/2022

  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.
  Did not solve my billing issues. Business wanted to ponder further about the traumatizing customer support experience instead rather than handle the billing issue and deliver my funds. The email I received last was totally non related to my billing issue. At this point this business took funds without my acknowledgment out of my debit card on a random date. This caused financial hardship and my family to  struggle this month tremendously. 
  
  Regards,
  
  *****

  Business Response

  Date: 11/09/2022

  Hello- We have taken the following action in regards to this complaint. We have confirmed that our support and billing teams have made several attempts to contact this client, and have not been able to get in touch. 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 reach back out to us.

• Initial Complaint

  Date:10/20/2022

  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 leads one to believe they can address issues for adult ADHD, when they actually are not legally allowed to prescribe medication for it.
  
  The company sneaks multiple charges into the bills. For instance, on the first statement, they charged me THREE times for the same appointment. When I addressed the issue, they told me they changed the bill. On the new statement, they changed the cost of the charges by nearly 400%.
  
  I've emailed them multiple times. In one instance they told me that everything was taken care of and that my account was now "zero". However, they continue to bill me, even though I haven't met with a provider, and asked them to cancel my membership.
  
  The practices are dishonest and purposefully confusing. They lie about what they provide, and have no support for their billing.

  Business Response

  Date: 10/24/2022

  Hello- We are sorry to hear about these issues! We have confirmed with our billing team that they have reached out to the client to clarify session charges and assist further if needed. 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.