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

  215 E Bay St Ste 404 Charleston, SC 29401-2637

• 

  Thriveworks Administrative Services LLC

  5410 Lynx Ln Suite 285 Columbia, MD 21044

• 

  Thriveworks Counseling & Psychiatry Philadelphia

  1015 Chestnut St Philadelphia, PA 19107-4331

• 

  Thriveworks Counseling & Psychiatry Westborough

  5 E Main St Ste 3 Westborough, MA 01581

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:03/26/2025

  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 business has charged me/insurance for services as well as took advantage of a service offered through my insurance plan known as *** that offers service at zero cost, resulting in them double dipping when addressing the matter several times they claim they will look into it and have provider bill it correctly after several calls still nothing when I called and asked for an itemized bill of the service they said they don’t have those. This Business appears to be charging patients and insurance incorrectly and this is insurance fraud

  Business Response

  Date: 03/31/2025

  To whom it may concern,We are writing this note in response to Complaint #******** received from ******* ****** on 03/27/2025. The complaint pertains to the *** billing concerns on the client's account. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint, we conducted a thorough review of the client's account and initiated our first outreach on 03/27/2025. During this communication, we acknowledged the client’s concerns regarding the $137.70 charge, which was related to a deductible for their appointment on 03/07/2025 with ****** ******. We explained that in order for billing to be processed accurately, specific codes must be utilized. At that time, we were awaiting the completion of an addendum by the client’s clinician, which is necessary to apply the correct codes for *** billing.Following this, we sent a follow-up communication on 03/28/2025 to check in with the client regarding their experience and to gather any additional details, if necessary. As of today, 03/31/2025, we have not received a response from the client. However, we did send a final email this morning confirming that the clinician has completed the addendum, the claim has been rebilled through the client’s ***, and the $137.70 charge has been refunded as of 03/31/2025. We also informed the client that refunds typically take 5-10 business days to process fully and for the funds to become available, depending on their financial institution.We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,****** **Account Supervisor

  Customer Answer

  Date: 03/31/2025

  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:03/26/2025

  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 writing to dispute two unauthorized charges to my credit card, totaling over $250, related to a canceled appointment on March 12, 2025.
  On March 12, I experienced a sudden and unavoidable family emergency that required me to cancel my appointment. I emailed my provider approximately two hours before the scheduled time.
  The following day, my credit card was charged an early cancellation fee. When I contacted your office, I spoke with a representative who acknowledged the extenuating circumstances and assured me a credit would be issued. However, this credit was never processed.
  Subsequently, on March 18, I was charged again for the exact cancellation fee. This is entirely unacceptable.
  My credit card on file is for agreed-upon payment arrangements, not for these unexpected and unauthorized charges. I demand an immediate credit to my account for the full amount of both charges. This situation needs to be rectified promptly.

  Business Response

  Date: 03/28/2025

  To whom it may concern,We are writing this note in response to Complaint #******** received from ******** ****** on 03/26/2025. The complaint pertains to the two late cancelation fee's in the amount of $270 applied to the client's account. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.After reviewing the details of the complaint, we have determined that the client is eligible for a refund of $266.25 out of the $270 requested. Our records confirmed that the client was initially set up on a payment plan on 03/04/2025 for a total of $266.25, with four monthly payments of $66.56. The issue arose when two $135 late cancellation fees were incorrectly applied toward the outstanding balance on their payment plan, rather than being properly refunded due to an internal error, thus satisfying the client's total account balance. We provided the client with two options in our email exchange:1. Receive a refund of $266.25 via paper check as electronic refunds are not currently an option due to internal errors, restoring their payment plan back to the $66.56 amounts be paid over a 4 month period.2. Keep the account as is with no further balances owed since all debts have been collected.The client agreed to be refunded and have their payment plan restored. We informed them that the refund amount is $3.75 less than requested because that portion was applied to the date of service on 03/04/2025. The claim for this service was processed and sent back to us from the client's insurance on 03/27/2025, after the original payment plan was established, resulting in a patient responsibility of $45 for that appointment. Since balances incurred after a payment plan is set up are not included in the original payment plan, they are expected to be paid separately. The $3.75 retained was combined with the client's $41.25 payment on 03/28/2025, covering the total $45 due for the 03/04 date of service.We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,****** **Account Supervisor

• Initial Complaint

  Date:03/17/2025

  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 recently cancelled an appointment with my Counselor on March 14, 2025. Today I was charged $135 by Thriveworks for cancelling my appointment. I have text message proof that since September of 2024 and me being a patient with Thriveworks, I have cancelled multiple appointments and never been charged $135 before. This is a fraudulent charge that seem to be making up all of the sudden.

  Business Response

  Date: 03/18/2025

  To whom it may concern,We are writing in response to Complaint #******** received from ******* ***** on 03/17/2025. The complaint pertains to the late cancellation fee applied to the client's appointment on 03/14/2025. We regret any inconvenience or dissatisfaction the customer has experienced and take these matters seriously.Upon reviewing the details of the complaint, we reached out to the client for the first time on 03/18/2025. During this outreach, we advised the client that the 48-hour notice requirement is in place to respect and protect our providers' time while also maintaining flexibility for our clients. We understand that cancellation fees can sometimes be frustrating, and we wanted to ensure that the client is aware of the policy outlined in the consent and services agreement they signed on 09/16/2024. Specifically, the agreement states:"If you cancel or reschedule your appointment less than forty-eight (48) hours prior to your scheduled appointment time, you will be charged a $135 cancellation fee. You may schedule a new appointment at any time."Our records show that the client contacted their clinician on 03/14/2025, the same day as the scheduled appointment, to inform them they would be unable to attend. In accordance with the terms of the Consent and Services Agreement, this resulted in the application of the cancellation fee, and therefore, we are unable to issue a refund at this time.In response, the client mentioned having records and text messages from September 2024 indicating that we do not charge a $135 fee for cancellations made within the 48-hour window.After further review, we responded to the client on 03/18/2025, confirming that our records show prior appointments had been canceled within the 48-hour window by the client’s clinician, and in those instances, the cancellation fee was waived. However, it appears the client may not have been fully informed about these exceptions, as waiving the fee in such cases is not in line with our standard policy.In light of the situation, and as a one-time courtesy, we have agreed to refund the client the $135 cancellation fee for their recent appointment on 03/14/2025. The refund was processed on 03/18/2025, and depending on the client's financial institution, they can expect to receive the funds within 5-10 business days. We also reiterated the details of the Consent and Services Agreement regarding the late cancelation policy and kindly reminded the client that if they choose to continue services with us, this policy will be fully enforced moving forward.We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,****** **Account Supervisor

• Initial Complaint

  Date:03/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I decided to try thriveworks and was paired with a therapist with over 12 years of experience. Thriveworks is an in network provider and my insurance covers 100% of in network visits. My therapist did not provide me with any informed consent paperwork and I thought nothing this. The second appointment this therapist read from a self help book and I canceled the session 10 minutes in and told her I’d seek treatment elsewhere. I’m now being charged over $300 because the therapist was not in network visits. When I called thriveworks they argued that it was my insurances policy and then demanded a 3-way call with my insurance provider. My insurance provider informed thriveworks that it was their billing error. Then thriveworks was surprised that clinician was not in network. Thriveworks was entirely unaware of the insurance their clinicians can accept, their clinicians don’t follow the code of ethics, and when I requested the counselors license number they refused to provide it. So many ethical violations here.

  Business Response

  Date: 03/20/2025

  To whom it may concern,We are writing this note in response to Complaint #******** received from **** ****** on 03/17/2025.  The complaint pertains to billing and clinical concerns. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.After reviewing the details of the complaint, we were unable to locate an account matching the specific information provided in the BBB complaint. We initiated our first outreach to the provided email address on 03/17/2025 for HIPAA verification purposes, but unfortunately, we did not receive a response. A follow-up outreach was sent on 03/19/2025, but we have yet to receive a reply to any of our attempts.We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. However, should **** ****** which to discuss this further, we remain available to do so at their leisure. We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,****** **Account Supervisor

  Business Response

  Date: 03/25/2025

  To whom it may concern,We are writing this note in response to Complaint Rejection #******** received from **** ****** on 03/17/2025.  The complaint pertains to billing and clinical concerns. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.After thoroughly reviewing the details of the complaint, we were unable to locate an account matching the specific information initially provided in the BBB complaint. Our first attempt to contact the provided email address was made on 03/17/2025 for HIPAA verification purposes, but unfortunately, we did not receive a response. On 03/22/2025, we received a reply, during which the client successfully verified their information. This allowed us to locate the account and proceed with further assistance.Regarding the concern about insurance, we explained that, after a comprehensive review of the account, we found that the client’s insurance was confirmed as active during the initial verification process. Additionally, the clinician assigned to the client was listed as participating in their plan. However, upon a deeper review of the client's specific insurance plan, we determined that it was, in fact, out-of-network. As a result, all claims were written off, and no balance was left as the client's responsibility. No amount was billed directly to the client, so there is no refund due.In response to the client's concern regarding consent paperwork, we clarified that the client signed the consent and services agreement form on 12/17/2024, prior to their first appointment on 12/30/2024. This form granted the clinician consent to treat the client and provided important disclosures about Thriveworks policies, which we also attached in our email correspondence for the client's reference.Additionally, we engaged our clinical team to further review the client's complaint about their clinician. We informed the client that they may be contacted separately for more information regarding their experience or concerns.We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,****** *.Account Supervisor

• Initial Complaint

  Date:03/10/2025

  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.

  03/07/25 I had an appointment with Thriveworks counseling. I called on the 6th the day my husband lost his job and his insurance cut off that day as well...went with his job loss. I explained the situation that I did not have insurance and wanted to cancel. They told me it has to be done within 48 hours or I WILL be charged the whole amount. I had NO control over the insurance loss and did NOT cancel because I wanted to or just couldn't make it...It was something unforseen that affects my life now. This is really bad business practice especially when this is a counseling service and now my ability to pay regular bills is affected. But they took my money out of my account for the session anyway.. I would like a refund as soon as possible.

  Business Response

  Date: 03/17/2025

  To Whom It May Concern,We are writing in response to Complaint #********, received from ***** ****** on March 10, 2025, regarding an applied late cancellation fee. We sincerely regret any inconvenience or dissatisfaction caused to the customer, and we take these concerns seriously.Upon reviewing the details of the complaint, we reached out to ***** to explain our cancellation policy. A breakdown of the policy was communicated to the client on March 12, 2025, and a follow-up email was sent on March 14, 2025, to ensure there were no additional questions or requests for clarification. As of now, we have not received a response to this communication.However, after reviewing the account further, we can confirm that a refund has been issued to the original payment method. This refund was communicated to the client via email on March 14, 2025, and should be received within 7-14 days, depending on the financial institution.We believe that the steps we have taken address the concerns raised by the complainant, and at this time, we respectfully request that this complaint be closed.We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB's role in facilitating this process. Thank you for your attention to this matter.Sincerely, ******** ** Client Experience Specialist

• Initial Complaint

  Date:02/26/2025

  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 going to thriveworks in 2023 for anxiety and panic attacks. Love the idea of being able to do this from the comfort of me home. The first 6 months was great. But January 2024 thing took a wrong turn. I do wana add that my therapist was great and tried helping me with the billing issues several times. But thriveworks LLC snowballed her too. For a whole year I was billed the wrong co pay $20 instead of $8 my insurance never changed. I was covered 60mins once a week. The first 6 months never got a bill. But in 2024 $250 a session eob the whole never was being told I was racking up a bill. There patient portal never worked or showed that I owed anything still to this day does not work. They surprise charged my debt card $135 late charges like 10 times in 2024 even no my therapist told the manager got approved to reschedule my visits 48 hours before notice because my work sechcuel changed all the time. The same manager told me she would refund me $650 for those reschedule changes never got the refund. Late 2024 I was done attending thriveworks because no accountability of billing they always charging my debt card even today been not going for 3 months been charged $24 $40 $96 no bill no call no portal. Called them asking why they said insurance adjustments I said I have been gone 3cmonths lol. They have full control on my account can't get them to stop. 2024 they said I owed $6000 that my insurance won't cover no eob for that amount of money plus asked about all the wrong billing and refund said they won't do anything until that $6000 is paid. Prior authorization of insurance before I started I was coverd there suprise billing and milking me for every penny.

  Business Response

  Date: 03/04/2025

  To whom it may concern,We are writing this note in response to Complaint # ******** received from *********** **** on February 26, 2025. The complaint pertains to the client being charged for multiple copays as well as multiple late cancellation fees. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint we have reviewed the account and found that the clients insurance processed multiple dates of services at the same time resulting in a larger balance hitting the account. We reached out to the client on February 27, 2025 to explain the reasoning behind the multiple charges for the copays as well as attaching a receipt for the client to review so they could have a detailed look into each date of service and charge. We also reiterated the 48 hour cancellation policy to the client that is outlined in the Consent and Service agreement that the client signed on May 16, 2023. The client has not responded to the outreach attempts we have made at this time.We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. Should *********** which to discuss this further, we remain available to do so at their leisure.We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,***** *********  Account Supervisor

  Customer Answer

  Date: 03/04/2025

  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 completely understand your cancelation policy now but the first year my provider new my work sechcuel was crazy and she asked her manager. That same manger said moving forward I would get charged $135 for cancelation but I had a window of 24hrs my provider and manager agreed and said they would refund up to $635 in late fees it's now been over a year and nothing heck my case manager even said she would do a full refund after bill was settled with insurance this is all recored with my insurance at ****** and thriveworks it's recorded conversation for customer care. Please refund $635 for charges that should of never happend plus for everyone charge since I was there still today no bill for any charge can't even see any charges in my portel just always charge my bank account with no explanation. I promise I have not received one phone call from yall I always have to call and figure what I am being charged for yall just did it to me 3 times in the last 3 weeks I had to call cause I got no statement. Fix this refund my money $635 for late charges approved by case manager and provider and any other bogus charges. 
  
  Regards,
  
  *********** ****

  Business Response

  Date: 04/02/2025

  To whom it may concern,We are writing this note in response to Complaint # ******** received from *********** **** on February 26, 2025. The complaint pertains to the client being charged for multiple copays as well as multiple late cancellation fees. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon further review, we did ultimately align with refunding the client via paper check in the amount of $675 due to late cancelation fee's applied to their account in 2024 which the client can expect to receive within 2-4 weeks as per the check refund process. We spoke with the client via phone call on 04/02/2025 informing them of this decision for a refund and also advised that the amounts left by insurance were accurate and provided the client with a billing receipt per their request.We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. Should *********** which to discuss this further, we remain available to do so at their leisure. We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,****** *Account Supervisor

• Initial Complaint

  Date:02/13/2025

  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 January 17, 2025, I had an appointment scheduled at the ****** location with **** for intake. Upon arriving, I was told that my mental health circumstances were too extreme and she would only be comfortable seeing me twice a week, or nothing. AND she followed that with she didn't even have availability for twice a week. She told me I would not be charged due to no intake completed and rejecting me service. Sounded fine. Proceeded to be charged $220. I did everything I could. I called customer support up to 3-4 times and spoke to billing. Each time they told me a supervisor or Director would call within a few minutes, a few hours, or 72 hours. Each time was a lie, no one contacted me. I tried emailing Support multiple times, either no response or the same thing, a Director would reach out to me. I tried emailing a Director, no response. IT HAS BEEN FOUR WEEKS, ALL LIES, NO RESPONSE. I hope you feel good about scamming a hardworking uninsured American out of $220 I could have used for a real therapy session. Denied me service, told me you wouldn't charged me, charged me anyway, then ghosted me. Rot in ****.

  Business Response

  Date: 03/17/2025

  To Whom It May Concern,We are writing in response to Complaint #********, received from ****** ******* on February 13, 2025, regarding billing for an intake session. We sincerely regret any inconvenience or dissatisfaction experienced by the customer, and we take these concerns seriously.Upon reviewing the details of the complaint, we submitted a request for a higher internal review. The investigation determined that the bill and payment were valid for services rendered. This conclusion was communicated to the client via email on March 12, 2025, and March 14, 2025. The client has responded, stating that a dispute has been submitted to the bank, and at this point, we are no longer required to assist. We believe that the steps we have taken address the concerns raised by the complainant. Therefore, we respectfully request that this complaint be closed. Should ****** wish to discuss this further, we remain available to assist at their convenience.We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,******** **Client Experience Specialist

• Initial Complaint

  Date:01/29/2025

  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 my first visit with a mental health provider virtually on Tuesday, Jan 21st to receive counseling services for my extreme anxiety and depression. At my very first visit, the provider was more than 15 minutes late, but I stayed on because I am so desperate to secure services and get help. The visit was ok. I told the provider at the end of the visit that I would like to schedule our appointments for every other week instead of every week because of my very busy work schedule. She pressed for every week appointments, but I declined again. Afterwards, I got a message that she wanted to meet on 1.28.25 stating, "I noticed when I went into your chart today, after our session, that there is no intake assessment in your chart. That is a big oversight on my part. I need to get that assessment completed as soon as possible. Would it be possible for you to meet me on Zoom next week on the 28th which is Tuesday at 10:00 am?? I could complete it then." Feeling pressured to comply, I agreed to the appointment that she requested. To be clear, I did not request this appointment, and it was her oversight for not getting this information. I was logged into the zoom call 5 minutes early and waited on the line for the provider to join until 10:13am. As my anxiety increased, I logged off to call the main thrive works line to report that my provider did not show up for the additional appointment that she requested, and I wanted to confirm that I would not get charged for the visit that was not able to occur. I was on the phone with her from 10: 13am to 10:48am when ultimately, she hung up on me. I was told that the visit was not approved to be cancelled and the no show fee of $145 could not be waived because it was already past the time that the appointment would have started. I explained to her again that I showed up for the call and my provider did not. Further more, I offered to jump on the zoom so there could still be a billable visit without a penalty.

  Business Response

  Date: 02/03/2025

  To whom it may concern,We are writing in response to Complaint #********, submitted by ****** ***** on January 29, 2025, regarding concerns about a perceived no-show fee for a visit on January 28, 2025. We regret any inconvenience or dissatisfaction the customer may have experienced and take these matters seriously.Upon reviewing the details of the complaint, we would like to clarify the billing information. The $135 late cancellation fee (LCF) was not applied to the January 28th appointment. The charge in question is actually for the January 21st visit, with $145 billed to the insurance. This information was communicated to the client via email on January 29, 2025, but we did not receive a response. A follow-up email was sent on January 31, 2025, which also went unanswered.We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. Should ****** wish to discuss this further, we remain available to do so at their leisure. We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,******** **Client Experience Specialist

• Initial Complaint

  Date:01/27/2025

  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 have been dealing with Thriveworks’s for 2 years now and in 2024 had the same issue I had in 2023. Through my employer, I am provided 10 free to early sessions at NO COST. I provided ALL the required information and approval codes and was guaranteed to not see a bill for the first ten sessions. I have since been charged a $20 copay for each appointment. I have spent many hrs in the phone trying to remedy the situation and have sent many more emails. I was told there was no balance, yet every month I’m sent a bill. I need to have this completely taken care of.

  Business Response

  Date: 02/12/2025

  To whom it may concern,We are writing in response to Complaint #********, submitted by Shayna Airas on January 27, 2025, concerning account billing and balance discrepancies. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon review of the complaint, we have clarified that the bill in question was associated with the spouse's account. Any prior billing errors related to ******** account had been corrected to reflect the applicable EAP coverage. Additionally, the balance from the spouse's account has been written off as a courtesy, and the balance is now $0. This information was communicated to the client via email on February 4, 2025, with a follow-up email sent on February 7, 2025, offering further assistance. As of today, we have not received a response to our communications.We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. Should ****** wish to discuss this further, we remain available to do so at their leisure.We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,******** **Client Experience Specialist

  Customer Answer

  Date: 02/12/2025

  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:01/22/2025

  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 1/20, I was charged $170 for a session with my therapist on 1/16. I was charged because Thriveworks tried to bill my previous insurer. I had switched to a new provider as of 1/1/25. Around the beginning of the year, I received an email from Thriveworks asking if my insurance had changed and so I sent my new insurance information on 1/7. I called the billing department to inquire as to why I was charged, and was advised that the information needed to be sent to a particular email address *********************** and that the email address I sent the information to was invalid. However, I re-reviewed the email I received from Thriveworks that included directions on how to provide my updated insurance information and it says to "Email them to us at ********************** or in reply to this message." So, I replied to the message with the pictures of my new insurance card, my name, and DOB as outlined in the email. Now I am being told that the charge will not be refunded until the claim is processed by my new insurance and that can take 30-45 days. I understand that I am responsible for any amount owed, but this is unacceptable as I provided my new insurance information well in advance of this session so I was unprepared for that charge at this time. On top of all of that, I asked the billing representative if I could speak with a supervisor and was denied the escalation. I submitted a message through Thriveworks online contact form and have not heard back. It has been almost 48 hours.

  Business Response

  Date: 01/30/2025

  To whom it may concern,We are writing this note in response to Complaint #******* received from ****** ***** on January 22,2025.  The complaint pertains to the client being charged at the self pay rate instead of being billed to her insurance. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint we have reviewed the clients account and confirmed that the date of service in question has now been correctly billed to her insurance. We also refunded the $170 back to the client while the claim is processing and advised if the insurance leaves any additional patient responsibility the client will be billed once the claim fully processes. We made an outreach to the client on 01/22/2025 as well as on 01/24/2025 to explain our findings and go over the refund process but have not heard back from the client as of today 01/30/2025.We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. Should ****** wish to discuss this further, we remain available to do so at their leisure.We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,***** ********* Account Supervisor   

  Customer Answer

  Date: 01/30/2025

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