Business Profile

Psychotherapist

Thriveworks Administrative Services, LLC

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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:10/04/2022
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.
The company does not uphold its policies that are listed on the website. They do not resolve customer complaints or respond. Our couples counseling sessions were 30 minutes rather than the full hour as stated and we were charged the full price. When reaching out for assistance, I was told that the clinic supervisor would be calling. I have now called 4 times and have yet to receive a call from the clinic director. It has been over a month. Didn’t get anything out of the sessions and was cheated / ripped off. I wish I had went elsewhere instead of wasting time and money.
Business Response
Date: 10/24/2022
Hello- We are sorry to read this. we have confirmed that our clinic director team has reached out to this client and attested that the clinician provided treatment that aligned with their assessment of the presenting clinical need at the time of sessions. 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:09/29/2022
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.
We had therapy services which stopped with this company in mid May of this year. They have been charging us a recurring monthly fee for the 4 months since. I have e-mailed, called 4-5 times in order to resolve this. Each time, they have told me it is resolved, yet I am still being charged.
Business Response
Date: 10/03/2022
Hello- We are sorry to hear about this issue! We have confirmed with our support team that any refunds due have been processed and the client's membership cancelled. 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.
Initial Complaint
Date:09/26/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is my 2nd attempt to collect $198 from Thriveworks, as our previous complaint was dismissed due to my husband initiating the complaint, and Thriveworks' claim that they needed to contact me, the patient.

I used Thriveworks' services this summer, and was charged $198 for counseling. This amount, we were told was to be credited back to use on a number of occasions, but the company was waiting for our insurance, *******, to process. We've asked Thriveworks to process the claim again, which they said they cannot.

We've been contacted by Billings Escalation specialist, '****** ******
Billing Escalations
*********************** *************, only after filing a BBB complaint. After exchanging a few emails, we received a BBB response that they cannot further assist unless they speak to the patient. ****** made no attempt to reach me in the emails before determining that decision, as myself and my husband were on the emails.

In short, we are owed $198 from Thriveworks, which apparently has been in the 'process' since early July. ******* *********** ****
Business Response
Date: 09/28/2022
Hello- We are sorry to hear about this issue! We have confirmed with our billing team that any refunds due have been processed, and that they have reached out to the client to confirm this. 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:09/25/2022
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.
Thriveworks has overcharged my family over $2,500 for visits since May, also charging the insurance company for the same visits, who has paid them. Thus, Thriveworks has been paid twice for the the same visits. Thriveworks will not respond to our inquiries to resolve this matter. Receipts attached.
Business Response
Date: 09/28/2022
Hello- We are so sorry to hear about these issues! We have confirmed with our billing team that they have reached out to the client to assist, in addition to refunding any overcharged amount. 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 or concerns.
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.
Still getting charged $39 and $10 for membership fee and I tried cancelling in Sept. I spoke with ***** on Oct. 7th and she tried cancelling membership. Still getting billed for services that should have been billed/paid by insurance.
Regards,

***** *******
Business Response
Date: 11/03/2022
Hello- We have taken the following action in regards to this complaint. Our team has confirmed that refunds due have been processed, and reached out to the client to clarify on the other charges they mentioned. We encourage the client to continue to communicate with the support representative in order to resolve this issue as quickly as possible.
Customer Answer
Date: 11/14/2022
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.
Good Morning, I was again charged $39 this month (11/11/2022) by Thriveworks. I am no longer a member of Thriveworks, and Thriveworks does not have my permission to charge my credit card. I have never been reimbursed for monthly $39 charges which were not authorized but charged since May. Counting his month's $39 charge, this totals $273. When can I expect to have all of these $39 charges reversed? Also, non of these charges have been reversed? • 8/4=$99• 8/11=$99• 8/18=$99• 8/25=$99• 9/1=$99The total charges are: $495. When will these charges be reversed? *****At this point, Thriveworks needs to refund $768. And to stop making further charges on my card.Thank you, ***** *******
Business Response
Date: 12/08/2022
Hello- We have taken the following action in regards to this complaint. We have confirmed with our support and billing teams that they are working to look into and process any additional refunds due, and that they have been communicating with the client in regards to this. We encourage the client to continue to keep in touch with our teams in order to resolve this issue as quickly as possible.
Customer Answer
Date: 12/10/2022
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.
***I have been in frequent touch with Thrivesworks by email, and they do not respond to me, at all.
Regards,

***** *******
Business Response
Date: 12/16/2022
Hello- We have taken the following action in regards to this complaint. We have confirmed that our billing team has been in communication with the client, and are currently working to ensure that all the refunds that have already been processed align with what the client is seeing on their end. In addition, we have verified with our support team that membership fees have been refunded as well. We encourage the client to continue to communicate with our billing team in order to resolve any questions or concerns.
Initial Complaint
Date:09/22/2022
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 have not seen a thriveworks therapist since April 2022, however I have been invoiced MULTIPLE times since. These have been voided by the billing department. However, I found a charge on my HSA card for $102.40 billed on 9/14. I have no idea what this is for and have not received any statement by email nor by snail mail. Further, I have attempted to contact billing by email and have not received a response. I don’t even seem to have an account to log in to online to view the information.
This is extremely careless and a violation. My issues with billing started before even seeing the therapist the first time with conflicting information being provided as what my charges would be. When a disproportionately large charge was invoiced after my second session I tried to contact billing for two weeks before my therapist escalated so I could get a response. They blamed it on improper coding of my insurance but still billed too much. I ended up getting a refund of the difference between what I paid and what my actual patient responsibility is. Since I have received several large invoices, each time this nuisance reminds me of the awful experience this service is.
Business Response
Date: 09/28/2022
Hello- We are sorry to hear about this issue. We have confirmed with our billing team that they have reached out to the client to assist, as well as refund any overcharged amount. 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:09/19/2022
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.
Thriveworks is a mental healthcare provider. I found my counselor on *******************, not knowing they were a part of the larger organization. I had my first appointment on 8/23/2022, and I had not submitted my insurance information to them, so I knew I was going to be charged $99 for my first session. My next appointment was 8/31, and I actually went into their online portal and uploaded my insurance information that day. I called to make sure I had uploaded it correctly, and they confirmed they had received my information. I've NEVER had a company that took so long to process my insurance information. After that appointment, I was charged $99 for my appointment on 9/8. My copay through my insurance is $25 for primary care physicians (PCP) and $40 for specialists. The counselor I was seeing before this charged me $25 for PCP after running my insurance. I saw my counselor one more time on 9/7 and was once again charged $99 for my appointment because they still had not verified my insurance information. I called on 9/12, prior to my appointment, to see if I could get it verified. The person on the phone said she had re-sent it to the verification team, and it should only take a day or two. I canceled my appointment for 9/14 just to be sure. I called again on 9/19, and my insurance still had not been verified until I spoke with someone on their billing team who said it had been verified. However, they were unable to tell me how much my copay was going to be. I went ahead and canceled all of my appointment and unsubscribed from their $39/month membership program. I've never had a doctor's office or provider take so long to verify my insurance or not charge me my correct copay for my appointment. I have paid them $336 for 3 appointments and my first month's "membership fee," which is very frustrating considering I provided my insurance information, and I should have a copay that covers most of that amount, and it's not my fault they've taken so long.
Business Response
Date: 09/20/2022
Hello- We are sorry to hear about this issue! We have confirmed with our billing team that they have reached out to the client to assist further, and refund any overcharged amount. 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: 09/30/2022
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 have received the refund.

Regards,

****** *****
Initial Complaint
Date:09/16/2022
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.
In June, a little over 3 months ago, I noticed that Thriveworks had suddenly started taking an inordinate amount of money out of my bank account.

I immediately brought the issue to their attention, and after months of back and forth with them, we figured out the problem. Their credentialing department did not renew my therapist's credentials with my insurance company on time. They charged me the out of network rate for months without letting either myself or my therapist know that she was suddenly out of network. Because they were at fault, Thriveworks agreed to send me a refund check for $1780.55 on Aug 19th. They said it would take 10 days, and it has now been 4 weeks. I have sent numerous calls and emails asking if it has been mailed out yet, or wether I can have it direct deposited or pick it up at one of their offices. Nobody will give me an answer beyond saying that the refund has been approved. Often times the email goes unanswered entirely, and twice I was even hung up on by a representative after over an hour of waiting to speak to someone.

I just want to know where my check is, and if there is any way to pick it up or have it directly deposited to me. If direct deposit is possible, I would like them to contact me ASAP as they do not have my current card # on file.
Business Response
Date: 09/20/2022
Hello- At Thriveworks, our goal is to provide a positive experience from start to finish. Below is a summary of the action we have taken in regards to this complaint. We have confirmed with our support and billing teams that any refunds due have been processed, and that they have reached out to the client to confirm this and address any other concerns. We believe this issue to be resolved but encourage the client to continue to communicate with the billing representative if we can be of further assistance.
Customer Answer
Date: 10/07/2022
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 have received the refund.

Regards,

***** ******
Initial Complaint
Date:09/14/2022
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.
On July 29, 2022 I contacted Thriveworks to find out if they accepted my insurance. During the phone conversation I was told that they did accept my insurance. I was asked for my insurance information which I provided and a credit card number to cover the copay. I then called my insurance provider to confirm that I was covered and my only out of pocket expense would be a $10 copay.
I scheduled my first therapy session for August 12, 2022. I completed this session and 3 others on August 18th, August 24th and August 31st. On September 9th a $676.00 charge was posted to my checking account going to Thriveworks. I called and after 4 hours of being on hold I was told they switched my account to self pay because the insurance was rejecting the claims for incorrect information. I questioned why I was charged without being notified of this problem. The rep asked me to email photos of the front and back of my insurance card so they could submit claims. I emailed the information and they confirmed that it was received. In addition I was charged for a visit on August 1st. I was also charged $280 for the August 31st visit even though all the others were $99. I called my insurance company and they told me there were no claim attempts made by Thriveworks.

On September 9th I called back Thriveworks and after being on hold for two hours I spoke to a rep who put me on hold while they were contacting my insurance company. The rep told me the claims were being submitted and they would issue a credit back to me for the money they took.
On September 12th I received an email from Thriveworks saying they issued a credit for the money take from my account. On September 14th I received another email from Thriveworks saying they were sorry for the confusion but my insurance does not cover my sessions and they are considered out of network. I immediately called my insurance company who confirmed that I am indeed covered and Thriveworks made no attempts made to file any claims.
Business Response
Date: 09/16/2022
Hello- We are sorry to hear about this issue! We have confirmed with our billing team that they have reached out to the client to assist further, including refunding any overcharged amount. 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: 09/26/2022
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 received all but $99.

Regards,

**** *******
Business Response
Date: 09/28/2022
Hello- We have confirmed with our support team that the final refund was delayed due to an issue with refunding the credit card. A check will be mailed to the client on 9/30/2022. If there are any other questions or concerns, we encourage the client to continue to communicate with their billing representative or reach out to [email protected]
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 not received the check stated would mail on 9/30.

Regards,

**** *******
Business Response
Date: 10/14/2022
Hello- We apologize for the delay. A member of our team has confirmed that a refund check was mailed on 10/11. We encourage the client to continue to communicate with the support representative if there are any issues in receiving their refund.
Initial Complaint
Date:09/14/2022
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 contacted Thriveworks to get a therapist and asked if they accept my insurance. They took all information about my insurance and confirmed they accept it. I had one session with therapist and after I got email with link to statement that showed due $147,89. I contacted Thriveworks next day (chat) to complain about statement, I explained the issue, and during conversation I clicked again to check statement but it was 0. I thought they probably found the mistake and charged my insurance. However, couple days later I found they CHARGED MY CREDIT CARD WITHOUT MY PERMISSION OR CONFIRMATION to pay the bill. I contacted them again by chat and they explained me for any billing issue I have to contact them by phone. However I tried many times but none answered to phone number they provided me. They have option to leave number to call you back, I left my number but they have never called me back. Any scam is bad, but taking advantage of people who need a help, is horrible.
Business Response
Date: 09/14/2022
Hello- We are sorry to hear about this issue. We have confirmed with our billing team that they have reach out to the client to assist in refunding any overcharged amount, as well as apologize for any miscommunication on our part. We believe this issue to be resolved but encourage the client to continue to communicate with the billing representative if there are any further questions/concerns.
Customer Answer
Date: 09/14/2022
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.

Regards,

***** ******
Initial Complaint
Date:09/13/2022
Type:Product 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.
9/9/2022
$416
Supposed to be paid for by insurance. Never received a bill. Unauthorized transaction. Thriveworks refuses to provide me with details of the transaction. They also refuse to provide me with the dates of services as well as refuse to provide me with itemized receipt to submit to insurance company. They hang up on my every time I call. Won’t respond back when said they will. Keep telling me they cannot send an email because my inbox is full (I receive email say in and day out so I know this is a crock). I never authorized the transaction. Every portal for the website says I don’t exist in their system.
Business Response
Date: 09/14/2022
Hello, we are sorry to hear about this issue! We have confirmed with our billing team that they have reached out to the client to assist further, and that any refunds due have been processed. We believe this issue to be resolved but encourage the client to continue to communicate with the billing representative if there are any further questions/concerns.
Customer Answer
Date: 09/26/2022
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,

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

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