Complaints

This profile includes complaints for Thriveworks Administrative Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Thriveworks Administrative Services, LLC

  1000 Jefferson St Ste 2C Lynchburg, VA 24504-1724

• 

  Thriveworks

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

• 

  Thriveworks Administrative Services LLC

  5410 Lynx Ln Suite 285 Columbia, MD 21044

• 

  Thriveworks Counseling & Psychiatry Philadelphia

  1015 Chestnut St Philadelphia, PA 19107-4331

• 

  Thriveworks Counseling & Psychiatry Westborough

  5 E Main St Ste 3 Westborough, MA 01581

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/21/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started going to Thriveworks in late 2023. In 2024 Thriveworks changed their EIN and the billing was showing that I did not have coverage at my insurance (**** healthcare) because they did not update it. I have been trying now 7 months to get refunded. Thriveworks has stated that I need to get it from credit card company and ***** says I need to get the money from Thriveworks.
  
  I have been overcharged $1054 in the course of a year and need to get refunded. EVERY visit is either $5 or $20 and you can see many visits were over $100. After over a dozen failed attempts, I am hoping they will respond to this.

  Business Response

  Date: 01/31/2025

  To whom it may concern,We are writing in response to Complaint #********, received from ****** ******** on January 22, 2025. The complaint concerns a refund request for overcharges due to billing issues after an EIN change, with no resolution despite multiple attempts to resolve the matter. We regret any inconvenience or dissatisfaction the customer has experienced and take these concerns seriously.Upon reviewing the complaint, we provided the client with a detailed summary of charges via email on January 27, 2025. This summary included a breakdown by date of service (DOS), billing code, patient responsibility, and payment date/amount. The remaining balances of $452.50, $162.50, and $100.00 were confirmed as chargebacks with their bank. We informed the client that two of these charges were being refunded by the bank, while the other charge is still pending. At this time, no further action can be taken on our end regarding these charges.A follow-up email was sent to the client on January 29, 2025, offering additional assistance or clarification; however, we have yet to receive a response.We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. Should ****** wish to discuss this further, we remain available to do so at their leisure.We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,******** **Client Experience Specialist

  Customer Answer

  Date: 02/07/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  My bank has told me that they gave the money back to Thriveworks and has stated that they no longer have the funds from the complain.  The ones in chargeback status can be resolved by Thriveworks agreeing to the complaint and offering a refund but this has not happened.  I will upload the documents from my bank once they send them to me.
  
  Regards,
  
  ****** ********

  Business Response

  Date: 03/12/2025

  Customer: ****** ********To whom it may concern,We are writing this note in response to Complaint #******** received from  ****** ******** on January 22,2025.  The complaint pertains to billing errors and issuance of a requested refund. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint we have communicated to the client via email with specifics on what has happened and what is needed to resolve this complaint. On 02/26/2028 we communicated to that this case was still pending as additional research was needed from our backend team. We responded again on 02/28/2028 providing an update on the situation and outlining the steps we are still awaiting. At this time, we are waiting for the Explanation of Benefits (EOB) and insurance payment for the service dates of 02/09/2024 and 02/22/2024. I have requested that Ms. ******** provide any copies she may have; otherwise, we will need to collect the documents directly from the insurance company. Our billing operations team is actively working on this as we have not received those from the client. Once we receive the necessary EOBs, we will be able to accurately determine the patient responsibility and issue a complete refund if applicable.Should new information become available to readdress, we will be happy to do so if received.We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. Should ****** wish to discuss this further, we remain available to do so at their leisure.We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,

  Business Response

  Date: 05/22/2025

  Hi ******,Thank you for your email. I want to sincerely apologize for the frustration and inconvenience this situation has caused. I fully understand your disappointment, and I want to assure you that we are working diligently to resolve this as quickly and thoroughly as possible.At this time, I can confirm that a refund check in the amount of $900.00 has been processed and is on its way to you. This check was approved and submitted by our Finance department on May 13, 2025. Please note that this should be received in the mail very soon.I recognize that this resolution has taken far longer than it should have, and I truly regret the delay. I also understand how exhausting it must be to continue following up. At this point, no additional action is required from you.If there’s anything else I can do to assist you in the meantime, please don’t hesitate to reach out. I genuinely appreciate your continued patience, and I remain committed to helping bring this matter to a full resolution.Warm regards,******** **Client Experience Specialist | Thriveworks

  Customer Answer

  Date: 05/27/2025

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

• Initial Complaint

  Date:01/19/2025

  Type:Service or Repair 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 scheduled multiple therapy sessions for my minor child. My therapist did not show three sessions in a row. When I called to file a complaint and cancel my appointment for the next day I was told I would be charged a fee even though their therapist are not showing up. No fee should be charged as the company is responsible for the cancellation, I’m being told to have my child ready for a session that the therapist won’t show up to is the only way to avoid being fined. The therapists name is ****** ********.

  Business Response

  Date: 01/24/2025

  To whom it may concern,We are writing this note in response to Complaint # ******** received from ****** ***** on January 19, 2025.  The complaint pertains to a $135 late cancellation fee being applied to her daughters account. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint we have reviewed the clients account and waived the fee based on the documentation provided. We reached out to the customer on 01/21/2025 to explain to them that the fee has been waived and they will not be charged. Additionally, we apologized for the clinician cancelling multiple appointments and offered our assistance with setting the client up with a new clinician that may be a better fit.We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,***** *********Account Supervisor 

  Customer Answer

  Date: 01/24/2025

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

• Initial Complaint

  Date:01/10/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August 2022, I was in an horrific dog attack incident where one of my 4.5 year old male Maltese ended up passing away and almost losing my 8 year old female Maltese.
  
  On 13, 15, 20, and 28 September 2022, I seek counseling from Thriveworks to deal with my trauma and grief. I am a retired **** ******* and has ******* ***** as my insurance provider. When I initially made appointment with Thriveworks, I was informed that the counseling will be covered as within network and I only needed to cover my copay.
  
  After 28 September 2022 session, I found out that the service I received was not within the network. After speaking with Thriveworks Billing, I was told that they will write off/waive the out of network fee that have incurred, and if I wanted to continue receiving service (medication prescription), I needed to get my Primary Care Provider's referral. I paid my copayments ($33 each time) and didn't have any pending bills.
  
  On/about October 2022, I went to see a doctor at **** ******* **, where I get my medical treatment, to get referral to see out of network provider. The doctor told me that he could prescribe the medication, and I didn't need to continue my service with Thriveworks.
  
  On/about 19 October 2022, I received a bill from Thriveworks which was a total surprise since I have already paid my bill in full. I spoke with the billing department and just to be not bothered anymore, I agreed to pay $29.50.
  
  On/about 1 December 2022, I received another surprise bill from Thriveworks, and again paid $17.46.
  
  In 2023, Thriveworks charged my credit card. So I spoke with a manager at billing department again, and they reversed the charge.
  
  Then on 2 January 2024, I received a bill for $207.91. I spoke with the billing department again, and I was told that they will have to get with my insurance company and get back with me.
  
  I have been getting harassed by this company for never-ending bills and need assistance. Thank you.

  Business Response

  Date: 01/15/2025

  To whom it may concern,We are writing this note in response to Complaint # ******** received from **** ***  on January 10, 2025.  The complaint pertains to unexpected and recurring bills for services while being under the impression that the charges would be covered by insurance and out-of-network fees would be waived. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint we have thoroughly reviewed the client's account and billing history, and we can confirm that we have honored the note from a previous interaction, which specified that the client would only be responsible for a $33 copay per session until 09/29/2022, at which point a referral would be required. Any charges beyond the $33 copay per session have been written off, and the client’s balance is now $0.This information was communicated to the client via email on 01/13/2025 at 9:53 AM, and we received a response from the client later that same day at 2:17 PM, confirming that the issues were resolved to their satisfaction.We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed.We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,******** *********Client Experience Specialist 

  Customer Answer

  Date: 01/17/2025

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

• Initial Complaint

  Date:01/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a client at thriveworks seeking help for anger management. I had an appointment on 01/0724 at 1pm. I attended my meeting with my assigned therapist via zoom. I was on my way home she asked if I was driving I stated to her yes and she stated she could talk to me while driving. I told her I'm driving hands free and I don't need to look at her to talk to her. I told her I am looking for a spot to pull over given me a minute are conversation got a little more heated and she got agitated when I said to myself that are a bunch of money hungry ****** *******. She then said this meeting isn't going to be productive and ended the zoom call. I never cancelled the meeting and I never ended the call, she did. Now I am being fraudulently charged 135 dollars for a cancelation fee. I never canceled the meeting nor did I say I wanted to cancel the meeting. I did say once our meeting was over that I am done dealing with thrive works. I have called twice to speak with a supervisor and try to get a refund and I keep getting told a supervisor is not available. I even told them I don't mind paying the 30.00 dollars it cost for the session because I was in the session it only got canceled because she eneded it. But I refuse to pay a 135.00 cancelation fee for something I did not cancel.

  Business Response

  Date: 01/15/2025

  To whom it may concern,We are writing this note in response to Complaint # ******** received from ****** ****** on January 8, 2025.  The complaint pertains to the client being charged $135 for a late cancellation fee. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint we have we examined both the client’s account and the notes provided by the clinician from the appointment on 01/07/2025. Our review revealed that the client joined the Zoom session while driving a vehicle. In order to prioritize the safety of both our clients and others on the road, as well as to ensure the highest quality of care, our clinicians have a policy of not conducting sessions if the client is driving.When the client was informed that they needed to pull over in order to proceed with the session, the client responded angrily and began using profanity towards the clinician. As a result, the clinician had no choice but to end the Zoom call, and the session was ultimately not held. Given that the client was not in a position to engage in the session as scheduled, a late cancellation fee was applied to the account.We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed.We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,***** *********Account Supervisor

  Customer Answer

  Date: 01/15/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Thriveworks is not being forthcoming with all the facts of what happened. The clinician aske me to pullover i told her i would that I am on the interstate and the exit is up the road. She agreed to give me time to pull over. I asked her what is the problem with me driving and she stated safety reason. I said ma'am I am hands free. She went on to make her point I went on to make my point. She stated if I didnt we would have to reschule i said no im pulling over in a minute that we are going to have this meeting I am done with thriveworks after this. The 135 cancelation fee got brought up and I said you thriveworks is a ***** ****** ****** ******* At that point I was getting over ot get off the exit and she said ok this meeting is not going to be productive im hanging up. I said no im pulling over right now and she disconnected the call. No where in their policy does it state that if a clinician has to end a .eeting you will be charged a cancelation fee. The cancelation fee is for no shows, late shows and or last minute reschedules. Our meeting that day started out with us greeting each other and asking how our weekend was. Once she realized that I was driving is when everything else happened. Ask to show you guys when I logged into the meeting and when she logged in, she was 2 or 3 minutes late. In no way shape or form did I cancel the meeting. She elected to end the meeting after agreeing with me to.let me find "safe place" to pull over. She got her feelings hurt because I cussed not at her not about her and she disconnected the meeting. 
  
  Regards,
  
  ****** ******

  Business Response

  Date: 01/21/2025

  To whom it may concern,We are writing this note in response to Complaint # ******** received from ****** ****** on January 8, 2025.  The complaint pertains to the client being charged $135 for a late cancellation fee. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint, we have carefully examined both the client’s account and the notes provided by the clinician from the appointment on 01/07/2025. Our review does in fact confirm that the client joined the Zoom session, however the client was driving. To ensure the safety of both our clients and others on the road, as well as to maintain the highest quality of care, our policy prohibits conducting sessions when a client is driving.As mentioned before, when the client was informed of the need to pull over in order to continue the session, the client responded angrily and used profanity towards the clinician. As a result, the clinician had no choice but to terminate the Zoom call, and the session was not held. Since the client was not prepared for the session and unable to participate in the session as scheduled, a late cancellation fee was applied to their account.We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed.We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,***** *********Account Supervisor

  Customer Answer

  Date: 01/21/2025

  Again, they acknowledge is was in the meeting but they keep refusing to acknowledge she agreed to.let me pull over and she was informed I was pulling over once it was safe to do so. They have yet compromise proof that their policy states if a clinician  cancels the meeting the client is responsible for a 135.00 fee. They keep tiptoeing around the policy. But yet fail to provide it.

• Initial Complaint

  Date:01/06/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Thriveworks for counseling because I suffer from adhd, depression and anxiety. My therapist gave me the impression that I would not be charged fees for changing appointments but I was charged 135 dollars for 4 cancellations or changes so a total of 540 dollars. I was unable to pay the bill and was going to report it to ******** **** ****** who are handling my existing debts. However, somehow Thriveworks went ahead and withdrew the money from my account in one lump sum without any authorization from me on Jan 03, 2025.

  Business Response

  Date: 01/10/2025

  To whom it may concern,We are writing this note in response to Complaint # ******** received from ***** ****** on 01/06/2025.  The complaint pertains to late cancelation fee's applied to the client's account. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint and the client's account we sent a first outreach to the client on 01/07/2025 stating that as per the consent and services agreement they signed on 06/26/2024, it states: "If you cancel or reschedule your appointment less than forty-eight (48) hours prior to your scheduled appointment time, you will be charged a $135 cancellation fee." As a result, they were charged a late cancellation fee for the appointments on 07/24/2024, 08/09/2024, 08/20/2024, and 09/03/2024, as a 48-hour notice was not provided. The total charge for these cancellations was $540.We did advise in this outreach that we had processed a refund on 01/07/2025 of one of the $135 for the late cancellation fees which was associated with the 09/03/2024 appointment. And advised that refunds can take up to 5-10 business days to fully process and for the funds to become available, depending on their financial institution.Regarding the client's concern that charges were withdrawn without notice, we clarified that all outstanding balances are visible in the patient's portal until the system processes them. As outlined in the Consent and Services Agreement, any outstanding balance is automatically charged to the credit card on file. Additionally, we had contacted the client via both phone and email prior to attempting to collect the balance to discuss a payment plan. Unfortunately, the client did not respond to our email regarding the payment plan, and the outstanding balance was ultimately collected on January 3, 2025.We sent a final outreach to the client on January 8, 2025, but as of this writing, we have not received a response to our efforts.We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,****** **Account Supervisor

  Customer Answer

  Date: 01/10/2025

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

• Initial Complaint

  Date:12/31/2024

  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 a troubling pattern of unethical billing practices. Customers, including myself, have experienced double billing, erroneous charges, and poor handling of insurance reimbursements.
  I was charged $765 in Oct 16 to an error on your company’s part. After insurance paid for the services in October, I was assured I would be reimbursed. However, this never happened. When I disputed the charge with my bank in late November, your company falsely claimed the charges were valid despite having already received insurance payment. Once the chargeback was returned to Thrive works on 12/29/2024, I was told I would receive a refund, but management ultimately refused. Thriveworks received double credit and refused to reimburse and lied to the bank stating the charge was valid knowingly that they were paid by insurance company in October for all services.
  This situation has caused significant stress and broken trust, particularly regarding my son's therapy. Despite recorded conversations confirming the errors, your team has failed to act ethically and transparently. These actions have been reported to the Better Business Bureau, my insurance company, and other appropriate agencies. I am also considering legal action to ensure such practices do not affect other customers.
  It is unacceptable to penalize customers for your company’s mistakes. I request an immediate review of this matter and a refund for the double-billed amount. I will be reaching out to ** Attorney General.
  Sincerely,

  Business Response

  Date: 01/07/2025

  We are writing this note in response to Complaint #********  received from ********, ********* on 12/31/2024. The complaint pertains to a billing concerns on their son's account. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.After carefully reviewing the details of the complaint and the associated account, we confirmed the charges applied to ******** account. On October 16, 2024, a total of $765 was charged. Of this amount, $175 represents five copayments left by the insurance for services provided on December 4, 2024, November 6, 2024, October 30, 2024, October 23, 2024, and October 16, 2024. These charges are valid under the terms of the insurance policy, and therefore, no refund will be issued for these amounts. However, we identified an overpayment of $590, and we are in the process of issuing a refund for this amount.We communicated this information in our initial outreach to the client on January 1, 2025. Subsequently, we made two additional attempts to contact the client via email on January 6, 2025, and January 7, 2025. Additionally, we conducted a phone call with the client on January 7, 2025, to discuss the refund and ensure clarity regarding the resolution and verify the clients address to send the refund check to. We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,****** **Account Supervisor

• Initial Complaint

  Date:12/30/2024

  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.

  12/11/2024 i had a counselor appointment was told i would have no copay. Come to fund out, i am getting billed for $220 and they continue to bill me for $220 by constantly trying to bill my bank account/debit card.
  I had to give them my debit card number to even book this appointment, i felt like they took advantage of me as i was in a frail condition. No matter what i told them though, if they tried to bill for a big amount it would not go through. I am on a fixed income and can not afford $220, i even had this escalated to no avail.
  No one told me the provider was out of network, and i would have this bill. I can not pay. Please help.
  I will have to call my bank to put a stop to this or change my debit card number as i have no way of taking the info off their site.

  Business Response

  Date: 01/15/2025

  We are writing this note in response to Complaint # ******** received from ****** ****** on December 30, 2024. The complaint pertains to the client receiving a charge of $220. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint we have reviewed the clients account and found that the insurance provided by the client does not have Mental Health Coverage therefore the client was charged the self pay rate. We reached out to the client on 12/31/2024 to explain the reasoning of the $220 charge. On 01/07/2025 we offered to refund 75% of the charge and set that amount up on a payment plan for the client to pay on over a four month timeframe. On 01/08/2025 we sent the Payment Plan Agreement to the client which needed to be agreed upon before the refund could take place. As of today, 01/15/2025, we have not gotten a response back from the client regarding the payment plan.We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,***** *********  Account Supervisor   

• Initial Complaint

  Date:12/30/2024

  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 experience was nothing short of a nightmare. The therapist I was assigned was not only unprofessional but openly racist and made inappropriate political comments, including discussing Donald Trump during our very first session. I was appalled by the lack of professionalism and sensitivity. To make matters worse, Thriveworks has been engaging in what I can only describe as outright fraud.
  Appointments were repeatedly scheduled and then canceled without any proper explanation, and I was still charged for sessions I never received. I have been relentlessly calling and emailing Thriveworks for over two weeks, trying to resolve this issue, but l've been met with nothing but delays, excuses, and being passed around from one unhelpful representative to another. It's clear this company has no regard for its clients or ethical business practices. They're not only ripping people off but refusing to take accountability for their actions. I am beyond frustrated and highly urge anyone seeking therapy to avoid Thriveworks at all costs. This company is a scam, and they should be held accountable for their actions.

  Business Response

  Date: 01/06/2025

  Upon reviewing the details of the complaint, we initially reached out to the client on 12/31/2024. In our communication, we explained that, due to the nature of the inquiry concerning their clinician, we had escalated the matter to our clinical team for further review. We were advised that the clinical team had already spoken with the client's responsible party regarding the concerns raised.In our outreach, we also provided a detailed explanation of the billing. For the initial appointment on 11/26/2024, the client's insurance left a deductible balance of $140.43, which was charged to the client on 12/23/2024. For the second appointment on 12/07/2024, the deductible balance left by insurance was $84.01, which was similarly charged on 12/23/2024. Regarding the most recent appointment on 12/11/2024, the insurance left a deductible balance of $84.01, which remains outstanding as it has not yet been charged. We would like to emphasize that these charges are related to the client's insurance deductible, and as services were rendered, we are unable to refund or waive these charges.Additionally, we contacted the client on 12/16/2024 to inform them that their clinician was no longer with Thriveworks, and as a result, we canceled the upcoming appointments scheduled for 12/18/2024 and 12/19/2024. We have no record of any appointments being billed for services that were not provided, as suggested in the complaint. We value our clients and strive to provide the best possible service. Should there be any further questions or if additional clarification is needed, we remain available for continued dialogue.We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,****** **Account Supervisor

• Initial Complaint

  Date:12/28/2024

  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 daughter was wrongfully charged for a visit on 12/12/24 with provider **** *******. The provider mistakenly added my daughter's name to her notes, when it should have been another patient (according to provider herself). I contacted Thriveworks on 12/16/24 to notify them of the situation. They told me that the Clinic Director would have to contact me to resolve the matter.
  The Clinic Director did leave a voicemail on 12/18/24. I promptly in turn left her a voicemail to which I received no response and then an email on 12/21/24 to which I did not receive a response nor an out of office message indicating she was out of the office for the holiday. This firmly leads me to believe that this company refuses to refund me for the visit in which they have charged my credit card.
  The total of the visit was $138.15. $128.15 was charged to my credit card on 12/28/24 and $10.00 was charged to my credit card on 12/16/24. I am asking for either a reversal of these charges or a refund by check. I have spent countless hours attempting to resolve this matter and I am tired of dealing with this company. Thank you for any help you can offer with this matter.
  Please note that I have only one document stating a $128.15 charge. My daughter's information has been deleted from their system and I can't pull up the $10.00 copay charge in their system. I will attach an upload of my credit card statement upon request but Thriveworks should be able to pull up this information.

  Customer Answer

  Date: 12/30/2024

  Hello,There was no bill sent to us.  My credit card was automatically charged.  This is why I am filing the complaint myself rather than my daughter.  Does she still need to file a seperate complaint even though I am the one who was charged?  She is 18 years old.Please advise.Regards,**** ****

  Business Response

  Date: 01/08/2025

  To whom it may concern,We are writing this note in response to Complaint # ******** received from **** **** on December 28, 2024. The complaint pertains to a charge that occurred on the customers daughters account. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint we have reached out to the customer with a HIPAA Verification email on 12/30/2024 due to our client being over the age of 18. We attempted to reach the customer again on 01/07/2025 but unfortunately we have not heard back from them at this time. We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. Should **** **** wish to discuss this further, we remain available to do so at their leisure once the HIPAA Verification email has been responded to.We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,***** *********  Account Supervisor

  Customer Answer

  Date: 01/10/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I was sent an email by the Thriveworks representative labeled 
  Thriveworks Valued Feedback (email screenshot is attached).  I had been in touch with them before contacting BBB so I did not realize that this email was pertaining to my BBB complaint as there was nothing that stated this in the email. My apologies for the delay. I have responded to the email on 1/9 with my daughter's information that they were requesting.  I believe that I had already listed this information in previous correspondence, however.HIPAA rights have already been granted to me by my daughter, upon turning 18 and opening an account, so this should not be an issue.  I hope that Thriveworks can process this refund now that I have sent them the information that they have requested.
  Regards,
  
  **** ****

  Business Response

  Date: 01/23/2025

  To whom it may concern,We are writing this note in response to Complaint # ******** received from **** **** on December 28, 2024. The complaint pertains to a charge that occurred on the customers daughters account. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint we reached out to the customer with a HIPAA Verification email on 12/30/2024 due to our client being over the age of 18. We attempted to reach the customer again on 01/07/2025 but did not hear back from them until 01/10/2025. Once clients account was verified we were able to review the account and reach out to our Clinical Team regarding the date of service in question. The Clinical Team determined the 12/12/2024 date of service was billed in error therefore we submitted a voided claim to the insurance and refunded $138.15 back to the client. We reached out to the customer on 01/23/2025 to inform them of the refund and go over the refund process. We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed.We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,***** *********  Account Supervisor

  Customer Answer

  Date: 01/26/2025

  A full refund has been returned to my credit card.  The complaint can now be closed.  Thank you very much for your help with this matter.  
  
  Regards,
  
  **** ****

• Initial Complaint

  Date:12/27/2024

  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 received a counseling session on 9/23/2024 from Thriveworks and was told the cost of the service would be $30. Following the session I was billed for $118. A payment was submitted on 9/30/24 to the provider through my Health Reimbursement Account (HRA) for $118. The provider then debited my ***** ***** checking account for another $118 on 10/7/2024. Since then the provider has refused to issue me a refund for the double payment of $118, despite me submitting proof of payments and a multitude of emails and phone calls. This has caused a great deal of stress and wasted hours and hours of my time.

  Business Response

  Date: 01/24/2025

  We are writing this note in response to Complaint #********  received from ***** ****** on 12/27/2024.  The complaint pertains to concerns regarding double payment. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.After reviewing the details of the complaint, we reached out to our financial team regarding the reported double payment. According to the account records, only one payment was made using the credit card on file. While waiting for a response from our financial team, we communicated with the client multiple times throughout January 2025 via email, keeping them updated on our efforts to locate the double charge.Our financial team ultimately informed us that they were unable to identify any additional payment and suggested obtaining the check number from the client to investigate further. The client provided the check number and shared that they had contacted ****** ****. ****** advised that they were unsure why Thriveworks did not receive the check, but the check had been canceled/voided. Additionally, ****** confirmed they would process a refund to the client's HRA so there was no further action for us to take on the client's account.We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,****** **Account Supervisor

  Customer Answer

  Date: 01/24/2025

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