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

  70 Cherry St Milford, CT 06460-3413

• 

  Thriveworks Administrative Services LLC

  2 Hamill Rd Suite 410 Baltimore, MD 21210

• 

  Thriveworks Administrative Services LLC

  1120 N Charles St Suite 101 Baltimore, MD 21201

• 

  Thriveworks Administrative Services LLC

  5410 Lynx Ln Suite 285 Columbia, MD 21044

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:07/21/2022

  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.

  Claims to my insurance are being done incorrectly. 1.they sometimes double and triple bill under one session. 2. They send claims to the wrong area and or state. 3. They refuse to listen and fix the issue by cancelling each claim (16 claims) and re submitting. They give out wrong info signing up for therapy and say over and over again , no cost to client and no out of pocket charges to client by intake rep., before starting up. So when you here that , I have not been saving up any money, when literally they told me “zero co pay”. I even questioned that, and they reassured me my co pay each time is zero. Literally their portal shows zero for the last 7 months then literally three days ago, we owe this huge amount and then says it’s due the next day. They charged me a membership that I did not want. I was charged , now their telling me to sign a waiver form and they won’t be charging me each month. Why charge begin with if there is a supposed waiver form ?? Three days ago on phone hold for over 2 hrs. No one is consistent with answers to my questions. My ins company clearly said they need to cancel and submit each claim again (16) . Thriveworks only did three re submit only claims, ***** in billing is handling this . My insurance company warned me which is not fair this thriveworks company could balance bill me which is not right and I will not pay. I’m worried They could ruin my credit. Read all the ******** comments on their page , tons of others same issues as me and people warned others about this company on ******** and ******. To me they seem like scammers, out for your money and if they don’t get from your insurance company, they will keep charging your cc or billing u personally. I’m totally frustrated!!I can fill u in more info , when u call me. Please help me !! The therapist is very good, but now need to change because of these numerous billing unresolved issues.

  Business Response

  Date: 07/22/2022

  Hello- We are sorry to hear about these billing issues! We have confirmed with our billing team that they are in the process of resubmitting all claims to ensure they are billed correctly, and that they have been in communication with the client. We encourage the client to continue to work with the billing representative to ensure that all concerns are resolved as soon as possible.

  Customer Answer

  Date: 07/25/2022

  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 got a generic company response with a generic phone number with no direct extension to actually reach a person.  When I call the billing department on hold for hours or goes to vm with no response ever. The person , ****** told me she would take care of it, never followed up with email, she said she would and she said she would work with my insurance company too. Again, tried calling her goes to vm. She hasn’t returned any of my voicemails too. They need to get their billing act together, I honestly don’t know how they stay in business. 
  
  Regards,
  
  ***** *******

  Business Response

  Date: 07/27/2022

  Hello- We have taken the following actions in regards to this complaint. We have confirmed with our billing team again that they are in the process of resubmitting any incorrect claims, and that they have been in communication with the client to go over all charges/fees. The process for resubmitting claims can take some time in order for billing to work with the insurance company to update the account. We encourage the client to continue to work with the billing representative to ensure that all concerns are resolved as soon as possible.

  Customer Answer

  Date: 07/27/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Regards,
  
  ***** *******
  
  None of this was reported to me.  They leave robotic emails with no direct  phone line or extensions. Have not received a vm or a phone call to  your response too.  How in the world do reach them? Weird, how you can reach them?  I’ve talked to 10 people there in billing in the past. No one can fix or answer my questions consistently.  Going forward I do not have time to hang in que for hours either, im extremely busy being a caregiver to a family member.  Why hasn’t ****** from billing answered? She’s the one three weeks ago from billing saying she would give me a follow up, got nothing and now her direct line goes to vm and she doesn’t answer her vm either. Then I get a new billing person asking the same questions again, need to re explain.  These are my questions. Please answer and advise. ***** 

  Business Response

  Date: 08/01/2022

  Hello, We have confirmed with our billing team that the client was reached out to by phone and email on 7/21/22, advising that the two claims that were incorrectly filed were being reprocessed, and going over details on fees, as well as advising the client on how to get in touch with the billing representative for any follow up questions.

• Initial Complaint

  Date:07/21/2022

  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.

  On 7/5/22, Thriveworks sent me a billing statement for $100.00 despite previously promising me I would not be charged anything since I cancelled the service. I have called Thriveworks six times since 6/23/22 trying to get everything resolved but no one seems to be able to help. At this point, I don't know what to do and this is causing me more stress when I originally intended for this to help my mental health. Below are the details:
  On 6/23/22, I called Thriveworks seeking mental health assistance. The initial agent helped set everything up and explained that at any point I could cancel my account. After getting off the phone with that agent, I called back in and requested to cancel everything as I had decided to go with another mental health provider. I was advised everything had been cancelled and I was sent a confirmation email of the cancellation. This took three calls.
  On 6/25/22, I received an email from Thriveworks about an upcoming appointment. I called in to explain that I had requested everything be cancelled previously. The agent advised that the previous agent did not cancel the appointments but he would take care of that and he would ensure that I would not be charged $100 since I had previously requested everything be cancelled.
  On 7/5/22, I called back in because I received a statement for the $100 I was promised I would not have to pay. This new agent promised me he would escalate the issue and have the $100 removed as I should not have been charged. He promised a call back, same day, but I never heard anything back.
  On 7/6/22, I called back in to explain the above. The agent, again, "escalated" the issue to have the $100 removed and promised a call back on 7/11/22. And again, I did not hear anything back.
  I have tried my best to work with the company to get this resolved to no avail. This is starting to feel like a scam. I would like to have my statement cleared as promised and I would like to not be affiliated with this company anymore.

  Business Response

  Date: 07/22/2022

  Hello- We are sorry to hear about this issue! We have confirmed with our support team that any refunds due have been processed, and that they have reached out to notify the client of this refund and apologize for any miscommunications on our part. We believe this issue to be resolved but encourage the client to continue to communicate with the support representative if any further assistance is needed.

  Customer Answer

  Date: 07/25/2022

  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:07/11/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to arrange family therapy and individual therapy for my two stepchildren who came to live with us in March. I spent hours on the phone on hold and explaining the kids' mental health and trauma backgrounds. There were numerous family therapy appointments scheduled and then the providers either canceled or did not show up. One person had therapy with a provider in person and the provider agreed to telehealth the next week. Then the provider called her the next day to say they couldn't provide her with the intensity of services she needed and referred her to the local community service board, which put her in telehealth group therapy where they watched videos and never talked directly to each other. It was not more intensive than individual therapy. The person felt abandoned by their therapist. I called to cancel Thriveworks and they did not cancel the membership and have since charged me multiple times for $99. I have waited on hold for more than 20 minutes again several times and I am very disappointed and angry that this "service" has created a lot more stress in our lives.

  Business Response

  Date: 07/15/2022

  Hello- The following is a summary of the action we have taken in regards to this complaint.  We have confirmed with our support team that they have refunded membership fees and reached out to go over any remaining sessions fees that are due. At Thriveworks, we know that we aren't the perfect fit for everyone, but value mental health above all else, and trust our clinicians to determine the appropriate level of care needed for a client. While we value our clients’ experiences, our clinicians’ time is also valuable. When a client attends a session with a clinician, the clinician can’t get that time back and must be paid for their services. 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:07/08/2022

  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 took $99 from my bank account with no warning on July 1, 2022. I saw them in September 2021. I canceled service with them on October 26, 2021. I don't know whether it is legal to just take someone's money more than a year later. I had no idea this was coming and I was late paying bills due to this unexpected charge. I don't remember seeing the doctor in September 2021, but that was a long time ago, so it is possible that it occurred.

  Business Response

  Date: 07/12/2022

  Hello- We have taken the following action to address this complaint and resolve this issue. We have confirmed with our billing team that any refunds due have been processed, and that they have reached out to notify the client of this refund and assist further if needed. We believe this issue to be resolved but encourage the client to continue to communicate with the billing representative if there are any other questions/concerns.

  Customer Answer

  Date: 07/12/2022

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