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

341 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:09/12/2022
Type:Product 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.
Thrivework's website states "Most premium practices charge about $250 a session and don’t accept insurance. Not at Thriveworks." Further, their pricing site says that sessions under a covered insurance is between $15-40, but usually $20. They also say they'll "check your benefits for you before your first session to confirm what and how much you will owe."

I never received any communication prior to my sessions about what I would owe, and based on the statements on the website, I wouldn't have expected any of my sessions to be anywhere close to $250.

I had two sessions with Thriveworks in March of this year, using **** *****, which is listed as one of the insurances they accept. A few months after my sessions, my insurance was billed $395 for the first session, and $250 for the second. After my insurance discounts, I was billed $330.4.

I emailed and called their billing team multiple times after receiving my first bills and it took months to get a response from them. Even when I was able to get in touch with the billing team, they insisted that I pay the full balance even though I was being asked to pay more than the advertised rate.

I agreed to pay $99/session, which is their self-pay rate, but they continue to send statements asking me to pay the remaining $130 balance.

The pricing information on Thirveworks' website seems to me pretty deceptive and misleading, and I don't think I or any other patients should be made to pay more than the advertised rates, or maybe the website needs better clarification and disclosure about expected charges.
Business Response
Date: 09/14/2022
Hello- We are sorry to hear about this issue! We have confirmed with our team that they have reached out to the client to go over their sessions fees and ensure that all sessions were processed correctly with their insurance. We believe this issue to be resolved but encourage the client to continue to communicate with the support representative if they have any further questions/concerns.
Customer Answer
Date: 09/15/2022
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.

[my problem is not with my insurance company. My problem is that Thriveworks advertised on their website that their sessions are not $250, that I’d only pay $20-40, and that they’d tell me what the actual charge would be before my sessions and neither of those things were true. I chose thriveworks thinking it would be an affordable therapy option and instead the bill in issue has caused more stress.]

Regards,

****** ****** ******
Business Response
Date: 09/20/2022
Hello- We have taken the following action in regards to this complaint. Our billing team has been in contact with this client to explain that sessions were billed correctly through their insurance, and that a remaining balance was due to the fact that their insurance applied a deductible rather than a copay. We encourage all clients to leave their feedback, be it positive or negative, so that we can better understand each individual’s experience and 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:09/07/2022
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.
I seeked out a therapist for my daughter in April of 2022 and we were recommended to Thriveworks. Well originally calling I explained the reason and the insurance that I had and they stated they had a provider that took both insurances and we should be fine. We'll after 3 visits I received a huge bill. They were suppose to review it but instead sent me another bill and withdrew $250 from my account without my concent. We then stopped coming to this facility due to the therapist we were seeing I didn't feel was helping or a good fit in June. Have not heard anything or contacted since then only to say that my therapist is no longer in Network but here it is September and another 246.64 was withdrew from my account wiping it clean and when I try and contact anyone I get no response and put on hold for hours. I was told that my card would only be used for the $39 membership fee but yet here twice now I have my account wiped clean and sent bills for ridiculous amounts without any response as to why they are so much.
Business Response
Date: 09/08/2022
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 other questions/concerns.
Customer Answer
Date: 09/16/2022
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,

******* *******
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.
Hello,I have been working with ******* ****** on a complaint I had filed and I was just reaching out to let her know this has not been resolved yet. I reached out to the company last week as they are supposed to be mailing a check and after 7 days it was still not issued. Were going on 2 weeks now and I still have yet to receive this refund they were supposedly sending me. Thanks******* *******
Business Response
Date: 09/28/2022
Hello- We have taken the following action in regards to this complaint: Our billing team has confirmed that the refund check was sent out to the client on 9/23/2022.
Customer Answer
Date: 10/11/2022
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 received the refund check.

Regards,

******* *******
Initial Complaint
Date:09/07/2022
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.
My husband and I decided to try couples therapy with Thriveworks back in November of 2021. Our first initial appointment was on the 23rd and before the appointment all information was provided such as insurance and bank card to pay the initial $99 fee. Recently, September 7, 2022, we were charged another $99 for a cancellation fee for a missed appointment on 11/18/2021. After our first appointment we did set up two separate appointments as suggested by our therapist at the time but ended up canceling the next day (November 24, 2021). They tried to charge my husband’s insurance on several occasions months after the appointment and had no luck because they were no longer my husband’s insurance provider. As of today, my husband saw a charge to his account in the amount of $99 for a cancellation fee. We never had an appointment that was canceled last minute or a no show before the initial appointment.
Business Response
Date: 09/13/2022
Hi there - we're sorry to hear about the billing issues! After reaching out to our billing team, we were able to confirm that they've attempted to reach out to you to help solve the issue. Unfortunately, they have not heard back from you yet. We strongly encourage you to reach out to our billing team as soon as possible so we can help you resolve the issue in a timely manner.
Customer Answer
Date: 09/13/2022
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. We have reached out twice via phone and email.
Regards,

****** **********
Initial Complaint
Date:09/07/2022
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.
I am extremely unhappy with the entire experience I've had with Thriveworks. My therapist was great, but unfortunately he chose to work with them. He chose to do so because he was under the impression it would save his clients money.

I was already a client of *****s before he moved his practice to Thriveworks, and informed the intake person of that, yet my initial appointment was still coded to my insurance company as a "psychological evaluation," which it absolutely was not. I was not diagnosed by ***** and other than relaying current events to him, I was not "evaluated". It was a normal therapy session, because, as I stated, I was already a client. I emailed about this and the issue was ignored. Insurance billing was almost $400 for my 1st appt. My share after insurance was $111. My second appt was billed as normal, my share was around $89 after insurance. I received a text message regarding the statement/billing on August 19th. I was in the process of trying to see if my secondary insurance could be used and verifying coverage, which took several phone calls, yet exactly one week later, Thriveworks automatically deducted the payment from my debit card on file, without notifying me or even sending me a statement that the bill was paid. It was $198. This is not how any other medical profession I'm aware of does business.

Now I'm out nearly $200 and had to discontinue therapy because of the cost. My therapist thought he was going to save me money by only having to pay my copay per visit, which would have been about $100/month, less than the previous service and now I paid $200 for 2 appointments and can no longer receive therapy.

I tried emailing their customer support and they did admit my 1st session was an "intake session," but offered no resolution.
Business Response
Date: 09/08/2022
Hello- We are sorry to hear about this issue! We have confirmed with our billing department that they have been in touch with the client to go over all session fees, and that all sessions were billed correctly. 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: 09/09/2022
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.

The issue has not been resolved. The business continues to claim that they charged the correct amount for the correct services, but I was never diagnosed by my therapist with any mental health disorder or condition, yet they billed my insurance company for a "psychological evaluation," which was never done, it was a regular appointment to continue sessions. I was offered no resolution.
Regards,

**** ****
Business Response
Date: 09/14/2022
Hello- We have taken the following action in regards to this complaint. We have confirmed with our billing team that all sessions were processed correctly, as a first session with any new client at Thriveworks is billed as an intake/evaluation. We encourage all client to leave their feedback, whether it be positive or negative, so we can better understand each individual’s experience and work to make any necessary improvements.If we can be of further assistance, please do not hesitate to continue to communicate with the billing and support representatives.
Initial Complaint
Date:09/06/2022
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.
I signed up to meet with a psychiatrist, and was told that they would take my insurance. When I got in the call, I was told that I need to provide my credit card information before we could proceed. I asked why, and they mentioned “just in case it’s not covered by your insurance”. I told them I felt uncomfortable, and we disconnected the call. I was just sent a bill for $99, with no explanation, as they already have my insurance information. I have been on hold for 30 minutes, and cannot get through. This is such a frustrating experience, especially from a company that claims to “care about mental health”. I do not owe anything to this company, and want to get this resolved. I am also unable to see the statements when I log in. This isn’t right at all, and should not show up on my credit report!
Business Response
Date: 09/07/2022
Hello- We are sorry to hear about this issue! We have confirmed with our billing team that they have reached out to the client to assist further, and that any incorrect charges have been waived. We believe this issue to be resolved but encourage the client to continue to communicate with the billing representative if they have any further questions/ concerns.
Initial Complaint
Date:09/01/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was a Thriveworks client for approximately one year from mid-2021 through July 2022. I provided my insurance information to Thriveworks at my initial visit and was required to provide a debit card number for copays. My insurance information did not change during my treatment period.

In July 2022, I received a bill for approximately $700 from Thriveworks for 7 visits. I previously paid co-pays for each of these visits via automatic withdrawal using the debit card on file.

I confirmed with my insurance company that these visits had not been billed to them, then reached out via email to Thriveworks to attempt to correct this issue. In that email I specifically stated that they were not authorized to charge my debit card until the insurance issue was resolved.

The next day, Thriveworks erroneously charged my debit card $250. After emailing, private messaging, and calling 5 times, I was finally able to reach a representative on the phone (after a 40 minute hold time). The representative confirmed that my insurance had not been billed and committed to refunding the amounts debited from my account. I also received a separate email response from the billing office to confirm the same. Thriveworks claimed they did not have my insurance information on file, despite the fact that it had been billed successfully in the past, and hadn’t changed. I had also provided copies of my insurance card in May 2022.

Ultimately, the incorrect charges were refunded and I considered the matter closed. I then terminated my services with Thriveworks.

Yesterday Thriveworks debited $891 from my checking account without my knowledge or permission. I have not received a statement or bill to justify this charge. I have attempted to reach them twice via email with no response.

This is not a legitimate charge and Thriveworks must refund my money immediately and remove my debit card information from their system.
Business Response
Date: 09/07/2022
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 and provide further assistance 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:09/01/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 2 AUG I observed in my bank account that $2015 was taken by this office. There was no prior notification, no statements, and there is (as of the date of this complaint) no way for me to access patient billing/accounting on a patient portal. After many hours on the phone with a billing "supervisor" the office issued a partial refund. No more visits were attempted throughout the entire month. Service was stopped immediately. On 26 AUG the office took $1554 again from my account with no prior notification or reason. Today, 1 SEP another $297 for a total of $1851 has been taken from my account. The office has been provided with a plethora of information and contacted many times by email and phone call with no resolution. I would never recommend this office as although the services rendered were satisfactory, the billing practice should be investigated. No notification of account statement, no visibility, and the run-around and chaotic approach to brushing off policyholders/clients are horrible (and that is an understatement) I've spent many hours trying to resolve and naturally not going to be paid for the time spent repeatedly explaining this issue and not getting anywhere. (I feel incredibly sorry for the service provider who should not have to deal with a billing office that doesn't help support the treatment/care for their clients/patients. It is incredible that you also pay a "membership" fee for this horrid service. This fee and all the monies taken need to be refunded. (Copays were already accounted for in the initial call to the billing office)
Business Response
Date: 09/07/2022
Hello- we are so sorry to hear about this issue! We have confirmed with our billing team that any overcharged amount has been refunded, and that they have reached out to the client to make them aware of this, as well as address any other questions/concerns. We believe this issue to be resolved but encourage the client to continue to communicate with the billing representative if any further assistance is needed.
Customer Answer
Date: 10/25/2022
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 still do not have response. I’ve sent the requested documents and request for follow up on this. Could you assist further? Regards****** *** **** at Thriveworks reached out and I provided a bank account statement to them. I’m awaiting their response. The amount was about $100. Regards******
Business Response
Date: 11/03/2022
Hello- We are sorry to hear this issue has not been resolved- we have confirmed with our team that a billing supervisor has made attempts to reach out to the client. Unfortunately, they have not heard back. We strongly encourage the client to reach out to our billing team as soon as possible so we can help resolve the issue in a timely manner.
Customer Answer
Date: 11/10/2022
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 nothing from Thriveworks/*** **** since my request for their accounting at the end of October. We are now into November and there is still a chasing of emails. 4 months of this. No email received. This is why I’ve reached out to you since 26 October. Now they have my bank statement and Thriveworks email history for since denying the final partial refund. 4 months of this. And now a email chase.
Business Response
Date: 12/06/2022
Hello, We have taken the following action in regards to this complaint- We have confirmed with our billing team that they have reached out to the client via phone and email as recently as 12/2, but were not able to connect with them. We encourage the client to get in touch with the representative in order to resolve this issue as quickly as possible.
Initial Complaint
Date:09/01/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I completed a reconciliation of invoices to receipts and identified multiple occassions of overcharges. I contacted Thriveworks about the issues on 7/14/22 and did not receive a response. I contacted them again as a follow up on 7/20/22 and received a response on 7/22/22 and a refund for 6+ different occassions where I had been erroneously charged. I requested that my autopay be removed on 7/24, since their accounting could not be trusted and got confirmation on 7/29/22 of the removal. I have completed another round of reconciliation and am AGAIN seeing a duplicate charge on my credit card (8/31/22 for $20) which means that they did not remove my autopay as promised and are still acting with suspicious accounting practices. I found this error, rather than Thriveworks self identifying the issue. How many other customers are being double-charged without their knowledge or consent?
Business Response
Date: 09/07/2022
Hello- We are sorry to hear about these issues! We have confirmed with our billing team that they have reached out to the client to clarify all charges, and assist further with any questions. We believe this issue to be resolved but encourage the client to continue to communicate with the billing representative if they have any further concerns.
Initial Complaint
Date:08/31/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, I have been having re-occurring issues with this company. Let me start by saying this has nothing to do with my provider she was amazing.
First this company billed me out of pocket for almost 2 years for the first year my insurance was on it and they were still taking out of my pocket that’s fine I was paying per appointment on my own which I was told was around 60$ per 60 min session. I then added my insurance for my current job and then they started to bill from my insurance for every appointment I already paid out of pocket for, at that point I had stopped services around March. I called and asked why they are billing me again for appointments I’ve had when I had already paid out of pocket, and they provided no explanation and never got back to me. I had a therapy cap on the billing portal which showed how much I was allotted therapy for my year and I slowly watched it disappear when I had no appointments at that time. Remember I was paying out of pocket for most of the time.
Second they were billing me for the membership, the issue wasn’t the membership it was the fact that when I asked for it to no longer be billed they told me to sign a waiver. So I did, three times. It took them three times to stop billing me for a membership I did not want or need .
AND from that point I would see random charged amounts on my credit and debit card between 100-400$. And had to constantly call them and ask them why they were charging my card. And to stop randomly charging my card to the point where I asked that they remove my information. Whereas I paid per appointment as allowed, so it didn’t make sense for me to be billed constantly out of no where.
Third I cancelled an appointment 24hrs prior and for some reason the one time it did not reach my provider this number that was given to me by the provider that worked any other time did not work. They charged me for it and now I owe 700$ b/c their number didn’t work. I have been constantly trying to rectify this.
Business Response
Date: 09/08/2022
Hello, We are so sorry to hear about this billing issue! We have confirmed that our billing department has been in touch with the client to go over all claims and assist further. 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: 09/21/2022
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:08/29/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
04/23/22,05/05/22,05/18,22,05/24/22,05/31/22 on these dates I took my son for counseling at thriveworks my plan was to be $99 a session and $39 monthly membership with 1st month free. In May I became aware that my insurance was contracted with thriveworks but counselor would need to to do a single case agreement since she was not yet approved provider I called thriveworks to inform them of this so they could get it done and my copay would only be $30 a visit. Well since then I have called them several times to check up on it only to find out from my sons counselor that she had not been informed of this. On 8/19/22 I received an email from ****** ****** stating they need not provide single case agreements that this needed to be provided by insurance provider which when I called insurance they stated this was false but would send them forms so this situation would be resolved. On 08/19 I also called thriveworks and specifically requested to speak to ****** but was informed she was not available and that she would call me back yet she has not give me a call. Today I have sat on hold for an hour trying to get somewhere with this place the lady informed me that she saw no notes for the single case agreement and they would be refunding me $219 because they where closing the previous accounts. To me this is telling me they are not planning on doing the single case agreement for the visits from 04/23,05/05,05/09,05/18 and 05/24 which leaves me out of pocket a little more than $400. I don't think this is right it has not been lack of me doing my part it is 100% thriveworks billing lack of doing there job..If you look at enclosed documents I don't even know what I'm paying for or credited for, om the beacon statement you can see they got paid for 5/31 visit but I also paid $129. I feel they need to do the single case agreement as asked to many times and rebill plus credit me the difference
Business Response
Date: 09/13/2022
Hello- We are sorry to hear about this issue 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 they have followed up with the client on the single case agreement. These processes can take some time as our billing department works with the insurance company on claims. We encourage the client to continue to communicate with the billing representative to help resolve this issue as quickly as possible or if there are any other concerns.
Customer Answer
Date: 09/13/2022
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 never received my full refund I emailed asking about it with explanation only to receive the same generic message i always get..
Regards,

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

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