Business Profile

Psychotherapist

Thriveworks Administrative Services, LLC

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Thriveworks Administrative Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

340 total complaints in the last 3 years.
92 complaints closed in the last 12 months.

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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:10/16/2022
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 started trauma therapy with thriveworks
Because of the trauma I have been through
I have Medicare Medicaid and ****** ****** **** when the woman asked me for a card to keep on file she said it would only be used if I did not ever cancel an appointment 24 hours prior. I never canceled any appointments and I got a bill for $62.63 they are totally taking a vantage of weak people who are in a vulnerable state seeking trauma therapy. When I try to seek out and speak to somebody about billing I am put on hold and nobody ever comes to the phone last week. I called every single day to no avail. Did anybody speak with me
Business Response
Date: 10/21/2022
Hello, We are sorry to hear about this issue. We have confirmed with our teams that any refunds due have been processed, and our billing team has reached out to apologize for any miscommunications on our part 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.
Initial Complaint
Date:10/14/2022
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 had services back in 2021 in ****** and had no issues with claims submitted to insurance. My insurance has 0% copay for in network providers. However, I moved to ********** in 2022 and continued services at thriveworks. My provider is confirmed to be in network. I was charged 1140 then 250, 250 and another 250. I reached out multiple times and heard so many excuses like "oh your insurance does not cover mental health" I am currently receiving mental health services elsewhere that are 100% covered. then then said they confirmed my coverage and will submit a claim to my insurance then nothing. this has been going on since early July. three weeks ago, I emailed to have everything in writing and was told my insurance should see the claim on their end in 7-10 business days and of course nothing. I emailed multiple times enquiring and was ignored. this is beyond frustrating, I was charged 1890 when it should have been $0!!
P.S. premium subscription charge is not included in the disputed amount as it was an agreement prior to care
Business Response
Date: 10/21/2022
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.
Initial Complaint
Date:10/13/2022
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 $25 copay yet my insurance sent me a statement with no copayment due. After multiple sessions I got a charge for $175 (7) co-pays at one time.. which I knew nothing about and got no correspondence about. This put me in a financial hardship and seeking an attorney on. 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. This investigation is ongoing. I had submitted charges for 6/23 that weren't submitted till 9/29/22. Terrible company. DO NOT DO BUSINESS WITH THIS COMPANY. The therapist were great and even they admitted problems with Thriveworks billing...HORRIBLE COMPANY!!! I have deleted my membership and my card info.
Business Response
Date: 10/14/2022
Hello- We are sorry to read this and have taken the following action in regards to this complaint. We have confirmed with our billing team that any refunds due have been processed, and that our team has communicated with the client to clarify session 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 question/concerns.
Initial Complaint
Date:10/11/2022
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 last counseling session was November, 2021. I cancelled my membership in February, 2022. This company has continued to deduct from my account every single month, without services being rendered AND with an account that shows “inactive” on their own website.
I want the deductions to stop and ALL moneys returned to me after February, 2022.

Thank you, ******* ******
Business Response
Date: 10/13/2022
Hello- We have taken the following action in regards to this complaint. Our billing team has reached out to the client to clarify charges and confirm they were for past sessions. 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: 10/28/2022
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,

******* ******

NO ONE from Thriveworks has contacted me. I’ve spoken with no one from Thriveworks at all. They are lying.
Business Response
Date: 11/09/2022
Hello- We have taken the following action in regards to this complaint. We have confirmed again that our team has reached out to the client to assist. We encourage the client to continue to communicate with the support representative if there are any further questions/ concerns.
Customer Answer
Date: 11/09/2022
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 will wait to see what the insurance pays before this is resolved. I told the Thriveworks representative to REFILE the claim, bc there has to be an error in billing somewhere, since my insurance has always made timely payments to Thriveworks, except for this claim. Thank you, ******* ******
Business Response
Date: 12/08/2022
Hello- We have confirmed with our support team that they have reached out to the client to confirm their insurance information and reprocess claims, but have not been able to connect with them. We encourage the client to get in touch with our support team representative to resolve this issue as quickly as possible.
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,

******* ******The business HAS my insurance information. It’s a new plan and has been given to them. The plan went I to effect in April, 2022. I suggest they try a little harder to reach them. It’s **** for goodness sake!****** **** ***** **** ******Phone: ********************* ******DOB: **********Subscriber: ***** ******DOB: **********ID: ************Group: **********Thank you,******* ******
Business Response
Date: 12/16/2022
Subject: Re: Complaint from ******* ******Hello, I did try and call this client today and it went straight to voicemail and I was unable LVM. I tried to call twice to call so that I could speak with the client same thing each time. The insurance information provided below is active but is not the insurance that was in place at the time of service. The client **** of ** at the time. Policy #************. I did call the provider to get benefit information for the policy when it was active. The effective date was from 3/1/2014 - 5/1/2022 No Provider Restrictionscopay $35Telehealth $50 copay per sessionNo deductible No coinsuranceThe client was charged $35 a copay per session for 3 sessions and a $99 LCF I do not see any refunds issued to the client nor do I see any that are due. to client. Have a wonderful day! Kind Regards,
Customer Answer
Date: 12/16/2022
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,

******* ******

My new insurance went into effect April, 2022. I would also like to point out that this response makes no sense, as they already had my previous insurance info. My previous insurance also always paid well. Why not this time???As for the phone calls, I haven’t received a call from them. They have the number to reach me. ************.At this point, I’m contacting both my insurers and requesting an investigation be done on their part.
Business Response
Date: 01/18/2023
Hello- Here is the following actions we have taken in regards to this complaint. Our billing team has reached out multiple times to clarify all charges with the client, including providing an itemized statement to confirm that the client was only charged their copay and a one time Late Cancellation Fee. We have confirmed with the client that no refunds will be processed and consider this issue to be resolved. If there are any other questions about sessions charges, we encourage them to reach out to their insurance provider.
Initial Complaint
Date:10/07/2022
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.
On October 6th I was charged $253.31 from my bank card without warning. According to Thriveworks, it was in regards to a claim that was filed back in June. They claim ***** did address it until recently. However, I spoke to a rep from ***** today and they said that claims need to be addressed by the provider before they can cover anything - which means Thriveworks did not address the claim until recently. I was on the phone with quite a few reps from Thriveworks and one of them put me on a “silent hold” for ten minutes and did not respond to me when I asked if she was still there - she was completely unprofessional and rude. There was no billing or warning, it was automatically taken out my account without my consent. I understand that I agreed to the monthly $40 membership charge and of course the medication and session co-pay. But this $253.31 charge was not mentioned to me. If you research online, quite a few folks have dealt with these random ridiculous charges while working with Thriveworks. Without proper notification nor an offer for a payment plan, the charge is not appropriate.
Business Response
Date: 10/10/2022
Hello- We are sorry to hear about this issue. We have confirmed that this client has been contacted by our support team to address their concerns. We believe this issue to be resolved but encourage the client to continue to communicate with the support representative if further assistance is needed.
Customer Answer
Date: 10/10/2022
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.
They are refusing to refund my money after admitting it is “not their responsibility” to notify clients of charges being forced out of their accounts. They know what they are doing is unethical. I still expect a refund.

Regards,

****** ****
Business Response
Date: 10/14/2022
Hello- We have taken the following action in regards to this complaint. We have confirmed with our billing team that they have communicated with the client to clarify any and all charges. 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 for that reason, we are not able to refund session fees. 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.
Customer Answer
Date: 10/14/2022
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 yet to get a refund, I am awaiting a response from my bank to get a chargeback - yet again I reject your response. You have stolen my money.

Regards,

****** ****
Business Response
Date: 10/27/2022
Hello- We have confirmed with our billing team that they have reached out to the client to confirm that any charges are fees related to their sessions, and that we are not able to refund session fees. If there are any other questions/concerns, we encourage the client to reach back out to us.
Customer Answer
Date: 10/27/2022
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,

****** ****
Initial Complaint
Date:10/07/2022
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.
This place is a scam! I signed my daughter up in January 2022 so she could see a counselor while she was in virtual school and was feeling the stress of lockdown. They asked me for my card info to keep on file incase of a "no-show" for appointments as well as the monthly fee. She had 3 appointments every other week with the same woman, but decided she didn't vibe with the counselor. She (the counselor) asked my daughter the same preliminary questions and didn't seem to remember who she was every time they met so we figured it was useless and a waste of money to continue. Even with insurance, each session cost $90, which we paid at each visit. I cancelled her upcoming appointment over a week before the date of her next appointment. I called to tell them that I was no longer interested in their service. This was in February 2022. Several months later, in March Thriveworks took $233.62 out of my account. Today, after not using their service for 8 months, they took $396.00 out of my bank account. I have called my bank to change my card info and started a chargeback. They had sent me an email saying the amount was due, but I replied and told them that there is no way I owe them this money as we only used their service on 3 appointments over 8 months ago and each service was paid for. They did not reply to my email or even bother with any invoice.
Business Response
Date: 10/14/2022
Hello- We have taken the following action in regards to this complaint. We have confirmed with our billing team that any refunds due have been processed and sent to the client. 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: 10/14/2022
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. They have refunded my $396 taken from my account and I am waiting on a paper check from them in the amount of $233.

Regards,

********* ******
Initial Complaint
Date:10/07/2022
Type:Customer Service 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 December 7, 2021, I paid Thriveworks $39 for a month of service. After a single appointment, I was no longer able to access my online account or reach anyone about it. On December 13, 2021, I contacted the company by email. My account was immediately fully disabled, and I was explicitly told “we have canceled your subscription and closed your enrollment with Thriveworks. If you need our services again in the future, don't hesitate to reach out and we can reinstate an account for you.” Then on June 1, 2022, I received an email from Thriveworks requesting updated insurance information because “ When we were working to verify your insurance, your insurance provider was unable to identify a policy using the name and Member ID number you previously gave us.” Then on September 9, 2022 I get an email saying my “balance is overdue.” I immediately called the help number, but was left on hold for more than 30 minutes and never reached a person. I then received an email October 6, 2022 instructing me to “log in to view your statement and pay your balance before we forward your statement to a collection firm.” I do not even have a log in to their service to do so. I didn’t even get the one month of service I paid for up front, and I’m beyond disgusted at this point that these people are trying to make me pay hundreds of dollars for a service I hated the moment I signed up. Foul.
Business Response
Date: 10/10/2022
Hello, We are sorry to hear about this. We have confirmed with our billing and support teams that they have reached out to the client to assist in this matter, but have not been able to get in touch at this time. We encourage the client to reach out to the billing contact to resolve this issue as quickly as possible.
Customer Answer
Date: 10/10/2022
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.
There was no action proposed in this resolution whatsoever.

Regards,

******* ******
Business Response
Date: 10/21/2022
Hello- We have taken the following action in regards to this complaint. Any remaining balance for this client has been written off, and no further balance is due. Our team has made attempts to reach out to this client but have not been able to get in touch. We believe this issue to be resolved but encourage the client to reach out to the billing representative if there are any other questions/ concerns.
Customer Answer
Date: 10/21/2022
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:10/06/2022
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.
Healthcare Review of ****************************** and Thrive Counseling LLC and Thriveworks.
I participated in online (ZOOM type) counseling last December and was discharged beginning of August 2022 when therapist ***** ***, left the practice and said
my account was paid in full . Then the automated billing sent notice of their charging my mastercard for an additional $39 monthly payment on August 16th. When I brought it to their attention that I was no longer a patient, they refunded my $39 to my credit card within a couple of days.

However, a few weeks later I got an email from ****************** Mon 9/12/2022 at 10:28 AM saying:
***** Your statement is ready to view! Please use the link below to view your statement online. You can also pay your balance in part or in full. The link was an invoice for $5930.00 which was crazy!

The agreement made last December was that I would be billed monthly for cost of Zoom type calls Jan through August for $39 /month to my mastercard and they would accept what Medicare part B and my supplemental second insurance ****** ** ***** plan G paid directly to them as payment in full.
I contacted them at *********************** or call us at +* ************. — Initially I thought that since my account has been paid and the counselor I spoke with no longer works for them, I believe that someone (an employee?) stole my records and decided to re - bill me without realizing that my account was already paid in full.
When I tried to contact them, they said I had to prove every payment. Well, it is all on my ********** that they billed every month and the real Thrive Counseling accepted $39/ month as well as my Medicare and ****** ** **** insurance as payment in full so now I don't know who this ********** is that is falsely billing me.
Thrive Counseling they sent a copy of my last refund of $39.
Days later email bogus bill Insurance Balance $1180. my balance due $2970. and demanded my credit card # to pay online. Help
Business Response
Date: 10/13/2022
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 let them know that any remaining balance has been written off, and assist further as 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.
Initial Complaint
Date:10/05/2022
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've been using Thriveworks for a couple of years. When I first started using them, they were independently operated and an LLC, DBA of Thriveworks. Now they're operated by the corporation. I never had an issue with them until they started working under the main corporation. Now, I think this company is just out to get the money of people who are just trying to get help. My insurance covers 100% the cost of all outpatient mental/behavioral health services, aside from a $4 copay/visit. Well for some reason, I've accrued an $815.41 balance since the beginning of the year. I've called Thriveworks, and they say to call my insurance, so I do. Then my insurance tells me it's an issue with how Thriveworks is submitting the claims, so to call them back. So I've gone back and forth between my insurance and Thriveworks for a few months now and have gotten no resolution. My last communication with them was through email 2 days ago, and the lady in the billing department who I was emailing with was really rude, passive-aggressive, and overall not helpful at all. She said she'd be reaching out to my insurance...not to see where the error is in the claim submitting process that is making my visits show as not paid in full, but instead to follow up on some claims from the beginning of the year that were still open. And she just told me to call my insurance again. As the patient/insured, I should not be responsible for ensuring my visits are billed correctly so that my insurance pays out as it is supposed to. Once I told Thriveworks that my insurance said it was an issue with how the claims were being submitted, they should have then reached out to my insurance to figure out how to re-submit the claims properly. This issue is adding so much more stress to my life that I just really don't need right now, and I've had to stop therapy for the time being because I can't afford to keep accruing a balance that the company won't make an effort to fix. I'd never use this company again.
Business Response
Date: 10/10/2022
Hello- We are sorry to hear about this issue. We have confirmed with our support team that they have reached out to the client to assist further, including working to resubmit all claims with their insurance. We encourage the client to continue to communicate with the representative in order to resolve this issue as quickly as possible.
Customer Answer
Date: 10/10/2022
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. Thriveworks has reached out to me and apparently re-submitted all my claims, so we'll see what happens.
Regards,

***** *****
Initial Complaint
Date:10/05/2022
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 was a patient at Thriveworks from April of 2021 until December of 2021 when I was then discharged by my therapist (whom I loved). My appointments were always charged right after the session, and I never had any issues. Then in February of 2021, I received a charge on my card for $151 dollars, which I was told weren't covered by my insurance and paid in full. Then on October 5th, I had a random charge for $185 on my credit card despite it being almost a full year since receiving care from Thriveworks. I cannot get someone to call me back, so I was forced to file a dispute with my credit card company. I am tired of Thriveworks taking advantage of having my credit card on file, so I have asked for a new card and account number to stop the duplicate charges, as they've never been able to provide me will the billing statements I've requested.
Business Response
Date: 10/10/2022
Hello- We are sorry to hear about this issue. We have confirmed with our support and billing team that they have reached out to this client to assist further, as well as process any refunds due. 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/concerns.

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Thriveworks Administrative Services, LLC is NOT a BBB Accredited Business.