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

  1131 Queensborough Blvd Ste 100 Mount Pleasant, SC 29464-5430

• 

  Thriveworks

  70 Cherry St Milford, CT 06460-3413

• 

  Thriveworks Counseling & Psychiatry Media

  600 N Jackson St Ste 300 Media, PA 19063-2530

• 

  Thriveworks Administrative Services LLC

  1120 N Charles St Suite 101 Baltimore, MD 21201

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:08/11/2022

  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 became a member of Thriveworks in June. I asked multiple people on their contact phone number for a billing statement. None was ever sent. I got a bill in June for $800. No explanation, no statements, nothing. I got billed another $200 or so the next week after. Same issue, no statements nothing. I've called the support number and never can get through to billing. I cancelled my membership August 2nd. The guy on the phone understood why and even saw previous emails. He said I would not be billed anymore and my membership is canceled. Next week after I actually get a statement and billing. I've tried contacted billing why this charge was occurred yet no one answers email. They only send the bill with no explanation and push you.
  I am starting to get a feeling this place is fraud and ripping people off for money.
  I will be letting my credit card company know I am know longer a member here and should not be billed anymore.

  Business Response

  Date: 08/12/2022

  Hello, We are sorry to hear about these issues. We have confirmed that our billing team has reached out to the client to go over any charges, as well as apologize for any miscommunications. 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: 08/12/2022

  Sending statements should be fixed for customers. Not blown off.
  
  
  
  
  
  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:08/08/2022

  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.

  In the beginning of May I was experiencing a mental health crisis. My son was receiving care through a Thriveworks therapist and I was happy with the company and it’s services. So, I called and scheduled myself an appointment for talk therapy and medication. I told the person I spoke to who my insurance carrier was and requested someone in network. Then I went to my appointments and everything seemed fine. Then after the first month about $450 was charged to my card. I called and they told me it was my portion of the bill. I was confused because my husband is active duty military and we don’t have co-pays with network providers and they do not require a referral. When I called about this they told me they did nothing wrong, the providers took my insurance they were just out of network, which is not what I was told when I scheduled. I called ******* and they said they could do nothing about it, but this was fraud on the part of Thriveworks because they lead me to believe something that wasn’t true. Then I got a bill for my son’s therapy. His therapist was now out of network too! No one told me there was a switch made. I have tried to get ahold of a supervisor but there is never one on duty, I waste hours on the phone to then be told a supervisor will call me back. But never does. Now my son cannot see his therapist anymore and I am out $600 for services we would usually get covered by our insurance.

  Business Response

  Date: 08/18/2022

  Hello, We are sorry to hear about these billing issues! We have confirmed with our billing team that any overcharged amounts have been refunded, and that they have been in contact to go over this with the client, as well as apologize for any miscommunications. 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 or concerns.

• Initial Complaint

  Date:08/06/2022

  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.

  Started therapy with a Thriveworks counselor in late October 2021 for 4 sessions. Cancelled in late January 2022. During this time, I could not access the "resources" available to patients through a Thriveworks app. Tried to contact Thriveworks on several occassions and through various numbers. Spoke with a few representatives but was consistently disconnected due to their poor phone services/quality. Tried to cancel the service. Given the run around. Tried password recoveries that did not work. Company gives different URL's to their services which greatly complicates things for the consumer, and much of the online tools do not function anyhow. Lastly, resorted to contacting ******** to help me manage recurring payments which have continued to date (Aug 2022), despite no services being rendered and terminated relationship with the company. ******** unable to resolve dispute. Fed up with this company's recurring payments, no rendered services, impossibility of connecting with anyone to cancel the service or to even gain access to the so-called service. Hands down do NOT recommend this business continue. People seeking counseling should not be put on an indefinite, recurring payment plan that offers them absolutely nothing in return long after they have discontinued their relationship with the company, and especially when they cannot even access the so called online tools. Unethical. Not a US company that should be in operation.

  Business Response

  Date: 08/09/2022

  Hello, we're so sorry to read this. We want to assure you that we truly care about our clients and want them to have a positive experience from start to finish. We have confirmed with our support team that they are in the process of refunding any overcharged amount and have been in touch with you to apologize for any miscommunications, as well as assist with any other questions/ concerns you have. We encourage you to continue to communicate with the support representative as we work to resolve this issue as quickly as possible.

  Customer Answer

  Date: 08/09/2022

  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.
  1. The refund amount of $234 is insufficient. The correct amount to be refunded to date is $313, as this accounts for all disputed charges. There should be absolutely no additional charges applied to my account going forward.2. Membership cancellation has not been confirmed by Thriveworks. Paperwork must be provided by Thriveworks and sent to my e-mail at ******************, indicating that subscription has been cancelled, and that no charges will be applied to my ******** account, effective 2/2022 and going forward. No request for any services offered by Thriveworks will be pursued in the future.
  
  Regards,
  
  ***** *****

  Business Response

  Date: 08/12/2022

  Hello- We have confirmed with our support team that they have reached out to the client to confirm cancellation of their membership, as well as go over any remaining issues. We encourage the client to continue to communicate with the support representative if there are any further questions/ concerns. 

• Initial Complaint

  Date:08/03/2022

  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 scheduled what I thought was a simple therapy session through Thriveworks. The number took me to a scheduling service who scheduled my virtual appt. After reviewing the information they provided I realized it was an on going subscription service with no end date and they were going to charge me an ongoing monthly fee on top of the cost of the session so I called to cancel my appt and the subscription back in February of 2022. All of a sudden in June they started charging me $40/month, I disputed the charges with my credit card and Thriveworks lied to the credit card company and said I never cancelled my subscription even though it was in the records that I cancelled. This company is a scam - there are multiple complaints online about the same thing. There is no way to speak to the clinician directly. You can only go through their calling service. Apparently the clinicians wait months and then submit that you missed an appt and charge you hoping you don't notice.

  Business Response

  Date: 08/05/2022

  Hello- We are sorry to hear about these issues. We have confirmed with our support team that the client was not charged a membership fee and that our billing team has been in touch to assist further, including refunding any overcharged amounts. 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:07/30/2022

  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 have been unable to cancel my membership with Thriveworks. I have attempted in 2 different ways: email and phone. In the user agreement signed when you sign up for the service, it says to cancel, email [email protected]. However, this email address does not receive emails and I get “delivery incomplete” messages. I then attempted to call, and the person I spoke with said they were transferring my phone call to the correct department, which no one ever answers. I have tried to cancel for a month now (throughout July 2022) unsuccessfully.

  Business Response

  Date: 08/03/2022

  Hello, We are sorry to hear about this issue! We have confirmed with our support team that they have refunded any overcharged amount and that they have reached out to assist further if needed. We believe this issue to be resolved but encourage you to continue to communicate with the support representative if there are any further questions/concerns. 

  Customer Answer

  Date: 08/16/2022

  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 received the refund and the issue has been resolved. Thank you for your help! 

• Initial Complaint

  Date:07/28/2022

  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 is for mental health & I used them from 12/17/21 until I notified them on 2/21/22 that I no longer wished to use the service to please cancel my membership. During the time I used the service I was told repeatedly that my insurance covers my sessions & I was responsible for the $19 monthly membership fee. They continued to take the monthly fee out through May 2022 even though I requested it be canceled 3 times. They finally refunded me two months of fees. Now 5 months later, I received a notification from my bank on Wednesday, 7/20/22 that Thriveworks tried putting through $693 from my bank account. I thought it was fraud as I had not received any correspondence from Thriveworks indicating that I owed any amount of money. Not an email, phone call, text message etc. I contacted my bank about the declined $693 transaction & they said they didn’t see any transaction. But then on Monday, 7/25/22, I received a statement from Thriveworks via email only stating that I owed $693 & that I could pay in part or full. No dates of service or even what this $693 was for. I still did not get any notification that my insurance did not cover my sessions. It wasn’t until today, Thursday, 7/28/22 that I received another notification from my bank that my account was in the negative due to Thriveworks putting through the $693 again! I contacted the billing department at Thriveworks today (7/28/22) & the supervisor declined refunding me anything at all twice even though I explained that I did not authorize this transaction & had no knowledge I even owed anything. Any bill I ever received from any other place has given time to pay what you owe. They just took the entire balance out before I even knew I owed anything. At this time, I still do not know what the $693 is for & due to them just putting this transaction through, it caused my account to bounce & my other bills. I would like the $693 refunded & payment arrangements if I owe it.

  Business Response

  Date: 08/03/2022

  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. We strongly encourage you to communicate with our billing team as soon as possible so we can help you resolve the issue in a timely manner.

• Initial Complaint

  Date:07/27/2022

  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.

  7/27/22
  My son had 3 sessions, and customer service assured me that my insurance covered sessions and at most, the copay would be $15. I have been charged $410, unauthorized. They have not provided an accurate statement as to why 3 sessions cost $600 and my processed payment was $410

  Business Response

  Date: 08/04/2022

  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. We strongly encourage you to respond to the billing representative so they can assist further and correct this issue as soon as possible.

  Customer Answer

  Date: 08/04/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:07/27/2022

  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 recieved services in March. Bill with incorrect billing code submitted to my insurance resulting in a bill. I have been reaching out to company left messages without a return call. They continue to try and take money off my card repeatedly. I do not owe these people money. Was told by my insurance that the bill has to be retracted and re-submitted.

  Business Response

  Date: 08/01/2022

  Hello, We are sorry to see this. We have confirmed that our billing team has reached out to this client to assist in correcting claims 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 any further assistance is needed. 

  Customer Answer

  Date: 09/19/2022

  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.
  In follow up to last complaint i filed all information was provide to company. There response now is the date i went to er along with the date of the message does not line up. So with that they are charging me a no show fee which is incorrect. I have asked this conpany to rectify my bill and they refuse.

  Business Response

  Date: 09/20/2022

  Hello- We have taken the following action in regards to this complaint. Our support team has reached out to confirm information for the late cancellation fee. We encourage the client to reply to the support representative in order to resolve this issue as quickly as possible.

  Customer Answer

  Date: 09/21/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Regards,
  
  ******* ******

  Customer Answer

  Date: 09/22/2022

  You guys are trying to tell me i owe you and i do not. Please rectify my bill.... 

  Business Response

  Date: 09/28/2022

  Hello- We have taken the following action in regards to this complaint. Our billing department has reached out to the client to ensure that all claims are being processed correctly through their insurance, and go over any remaining charges. At this time, the only remaining amount is due to a No Show Fee, which is not covered by insurance.

• Initial Complaint

  Date:07/27/2022

  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 a busy health care provider and have been feeling the weight of my profession during the pandemic. I started looking for counseling services in my area, which were somewhat limited due to my rural location. I found ThriveWorks, which offered a physical location 45 minutes from my home and online options. Despite having a $39 monthly membership fee, it looked like a more affordable option for me.
  
  I tried to schedule an appointment with a counselor in ********** and none of them had availability. On 4/4/22, I signed their agreement and scheduled with a counselor in ** for a virtual visit. She offered to chat with me about what I was hoping to get out of counseling and see if she could help get me an appointment with someone locally. I spoke to this counselor for about 40 minutes on their virtual platform and she didn't really offer any advice. The appointment was also scheduled for 60 minutes but she ended it and said she would try to help.
  
  A few weeks later, I got an EOB that said my insurance was charged over $400 for the visit. I called Thriveworks to figure out how that happened. I asked them to cancel the filing and instead paid the $99 cash pay visit. I then canceled my membership.
  
  In early July, I started getting text and email messages about a bill for $51.79. I called the company and they explained that this is the balance I owed after filing with my insurance. I tried to explain that I asked them to cancel the filing and that I paid the $99 cash pay price. They have now been paid the $300+ by my insurance and $99 by me. I was on the phone for over an hour on 7/20 and the last person I spoke to said that they had to escalate the claim and someone would call me back. No one did, and I continue to get these text and email reminders.
  
  This company is extremely misleading in their 'low cost' claims and the billing department is exhausting me with their inability to find a resolution.

  Business Response

  Date: 08/01/2022

  Hello, We are sorry to hear about these billing issues! We have confirmed with our billing team that they have reached out to the client to go over session fees and any remaining balance. 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: 08/04/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I believe that these charges are outlandish. I was scheduled for a 60 minute virtual visit to help me find a local provider but NO counseling/ medical services were provided. The practitioner invited me to speak with hear about what I was looking for out of a counselor in order to help facilitate a referral. However no counseling or advice was provided. The provider also ended the visit at 40 minutes.  My insurance was billed over $400 for this, and I immediately ended my membership once I received the EOB as I did not want to participate in any future interactions with Thriveworks.I am a health care provider and submit claims for services on a daily basis. Billing for services that were not provided is fraudulent, and I think even the $99 I paid should be reimbursed. NO counseling services were provided and I never even got a referral to see someone in person. I am certainly not paying any additional money to this company. It is extremely disappointing that anyone seeking counseling should be treated this way. I have literally spent hours on the phone about these ridiculous charges when I have received no services whatsoever. It has been extremely frustrating and a complete waste of my time.  
  Regards,
  
  ***** ********

  Business Response

  Date: 08/05/2022

  Hello- We have confirmed with both of our billing and support teams that they have reached out to address the client's concerns and assist in resolving this issue. While we value our clients’ experiences, our clinicians’ time is also valuable. When a client attends a session with a clinician, no matter the intended purpose, the clinician can’t get that time back and must be paid for their services. However, in the instance that a clinician isn’t the right fit, we’re happy to help them find a different clinician and do what we can to make their situation better. If there is any further assistance we can provide, we encourage the client to reach back out to us. 

• Initial Complaint

  Date:07/25/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally contacted Thriveworks for a counseling appointment on July 8th. On that same day, I decided that the provider would not be the best fit and immediately canceled the appointment. Thriveworks also charges a monthly subscription fee, so I further contacted their support team to ensure that I was not listed as an active member and that I would not be charged the monthly fee. They confirmed on that date that I would not be charge further and was not enrolled in their program. Yesterday (July 24th), I was charged by Thriveworks for this monthly fee. I contacted them yet again, and asked for the issue to be rectified. They assured me that I was no longer listed as an active member and that my credit card information was no longer on file, but when I logged in online, I found that this was blatantly false. I am listed as both active & my credit card is on file. I contacted Thriveworks multiple times on the 24th, and was continuously assured that I was not active, would not be charged, and that they didn't have my card information. This morning, I called their support line, at which time I was told that my membership had been cancelled through an "old system" and that they were unable to cancel my account through their "new system". They informed me that I might be charged the monthly fee, but I should dispute it with my bank each time it arose. I find this to be both suspicious & unprofessional. After searching online, there are MANY complaints about Thriveworks of a similar nature. This business practice is exceptionally shady.
  
  Although I was able to reverse the charges for the monthly fee that was charged to me, I still continue to be listed as an active member on Thriveworks, and my card will be charged monthly. I want to seek restitution in the form of discontinued contact/harassment from the business requesting payment for services that I never received. Furthermore, I want to be removed as an active member within their system.

  Business Response

  Date: 07/26/2022

  Hello- We are so sorry to read this. We have confirmed with our support team that they have reached out to you to assist in correcting this issue. We encourage to continue to communicate with the support representative in order to resolve this issue as soon as possible.

  Customer Answer

  Date: 07/28/2022

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