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 Counseling & Psychiatry Leominster

  114 Merriam Ave #203 Leominster, MA 01453

• 

  Thriveworks Counseling & Psychiatry Westborough

  5 E Main St Ste 3 Westborough, MA 01581

• 

  Thriveworks

  14650 Detroit Ave Ste 110 Lakewood, OH 44107-4210

• 

  Thriveworks

  9245 Calumet Ave Ste 100-I Munster, IN 46321-2821

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: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,
  
  ***** ******

• Initial Complaint

  Date:12/02/2024

  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 am filing a complaint after numerous attempts to resolve an erroneous $300 charge. Details are as follows:
  
  8/20/24: Via phone, I confirmed with Thriveworks that as of 9/1/24, they could prescribe the stimulant I’ve been taking (from my previous doctor) for 5 years.
  8/20/24: Booked appointment with Psychiatric Mental Health Nurse Practitioner ******* *. ******* for 9/4/24.
  8/25/24: Emailed Thriveworks to reconfirm their ability to prescribe the stimulant.
  8/26/24: Received email confirmation (attached).
  9/4/24: During my online session, I clarified my medication needs. Halfway through, ******* ******* said Thriveworks ******** wasn’t yet able to prescribe it despite initial confirmation. I ended the session halfway, requesting not to be charged. She agreed and said she’d notify billing.
  After the session, she emailed me contact info for billing in case I was charged (I was).
  9/16/24: Contacted billing to dispute the charge. They told me to contact ******* ******* to resolve it.
  9/17/24: Sent 1st email to ******* ******* (attached).
  9/26/24: Sent 2nd email to ******* ******* (attached).
  10/1/24: Received reply from ******* ******* (attached).
  11/5/24: Sent final email to Thriveworks to resolve the billing issue before escalating to BBB (attached).
  11/6/24: Thriveworks responded: "I want to assure you that I have already passed your concern along to our dedicated team for further investigation into this matter." (attached).
  No further correspondence has occurred since.

  Business Response

  Date: 01/20/2025

  To whom it may concern,We are writing in response to Complaint #******** received from ***** ****** on December 2, 2024. The complaint concerns a $300 charge for an appointment on September 4, 2024, during which the client was informed mid-session that our provider could not prescribe their medication as initially confirmed. We sincerely regret any inconvenience or dissatisfaction this may have caused and take such matters seriously.After reviewing the details of the complaint, we have written off the balance for the aforementioned appointment. This decision was communicated to the client via email on January 15, 2025. As of today, we have not received a response from Mr. ******, and a follow-up email was sent on January 17, 2025, offering further assistance. We believe that the steps we have taken effectively address the concerns raised by the complainant. Therefore, we request that this complaint be closed. Should Mr. ****** wish to discuss this matter further, we are happy to assist at his convenience.We remain 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,

  Customer Answer

  Date: 01/20/2025

  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:11/29/2024

  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.

  I feel that I was totally taken advantage of with this company. I explained to the lady when I first signed up that I was low income and on SSDI disability. I told her that I would not be able to make any payments and if I was going to be billed that I would not want to be with this company as I have Medicare and *** **** ***** **** ****** ********** ****. She told me the only thing I would be billed for was if I did not give a notice of cancellation in the time frame. All was good untill several weeks ago and I got a bill for around 16.00 and I called and asked what that was for and told her I shouldn't be getting a bill because I have never had to pay for bills with my insurance. I asked her to rebill. I didn't hear anything so I thought everything was ok then on Thanksgiving day a charge of around 78.00 was placed on my credit card. I'm extremely upset by this and feel misleading because this charge was for multiple billing that I never received notice of. It wasn't even posted in my billing account. I called them and asked when they're billing me and she tells me that Medicare paid but my *** was not accepted by them because it's state funded. I cancelled all future appointments and I would have never signed up if I had to pay anything and I told them that from the beginning and they said my Medicare and *** was accepted. I only get 900.00 a month SSDI to pay rent and live on and now they're billing me. There has never been any billing that has shown up in my billing account untill Thanksgiving day and they're billing me for back in Oct. Only emailed me a bill several weeks ago for that one charge and yesterday I get a bill for multiple charges. I can't pay this and I told you I couldn't!

  Business Response

  Date: 12/09/2024

  To Whom It May Concern,We are writing in response to Complaint #********, received from ***** ***** on 11/29/2024. The complaint relates to difficulties encountered with our billing process. We sincerely regret any inconvenience or dissatisfaction this may have caused and want to assure you that we take such matters very seriously.Upon reviewing the details of the complaint, we have carefully examined the initial intake call for any potential inaccuracies in the information provided. Additionally, we reviewed the billing history and have rebilled the claims for the following dates of service: 10/03/2024, 10/10/2024, 10/16/2024, and 10/24/2024, to the secondary insurance. We also provided instructions for reviewing the billing statement via the patient portal at thriveworks.com.Unfortunately, despite our two attempts to reach out to *****, we have not yet received a response. The initial email was sent on 12/2/2024, followed by a follow-up on 12/4/2024. Please see the initial email below for reference.Good Morning *****,I hope you're having a wonderful day. Thank you for being a valued member of the Thriveworks community. We sincerely regret any difficulties you've encountered with our billing process and appreciate you bringing this matter to our attention.At Thriveworks, our priority is to support you in your journey toward a happier and more successful life. I apologize for any frustration this situation may have caused. Please be assured that our billing processes are designed to be transparent, straightforward, and accurate, as part of our commitment to providing the best possible experience for you. When a deviation from these processes causes hardship for our clients, we take immediate action to resolve the issue.Upon reviewing your initial booking and follow-up calls, we noted that at the time of booking, the agent did advise at this time we were unable to provide specific details about your coverage, such as copays and deductibles, and advised you to contact your insurance directly for that information. As outlined in the consent and services agreement signed on Sept 18th 2024, "Thriveworks will attempt to verify benefits on your behalf. However, benefits are not a guarantee of full or partial payment by your insurance company. Ultimately, it will be your responsibility to ensure your provider is in network with your insurance, and you may do so by contacting your insurance company directly. You will be responsible for any co-pays or other non-covered fees or costs."We have reviewed your billing history and have taken the necessary steps to rebill the claims for the dates of service 10/03/2024, 10/10/2024, 10/16/2024, and 10/24/2024 to your secondary insurance for coverage. Once those claims are processed, any applicable refunds will be issued. Additionally, our records indicate that as of 11/01/2024, your *** plan no longer includes mental health coverage. Therefore, for any sessions held after that date, you will be responsible for any non-covered costs from your primary insurance.I would also like to address your concern regarding the lack of a statement. Our statements are available through your patient portal at thriveworks.com and become accessible once claims are processed and returned from your insurance, specifying the patient responsibility. If you encounter any issues accessing your account or viewing your statements, please feel free to reach out, and I will be happy to assist you. Additionally, please note that multiple claims may be returned on the same day, which can result in an updated balance reflecting several sessions at once. This is not something that we control but with our current autorun process any open balances are due to be processed daily.We remain fully committed to your well-being and are dedicated to resolving this situation as quickly as possible. Your concerns are very important to us, and we are making every effort to ensure a positive experience moving forward. As mentioned, four of your claims have been rebilled to your secondary insurance plan, and on average, these claims take 30-45 days to process.Thank you for your understanding and patience. If you do have any additional questions or concerns, please feel free to reach out by replying to this message. As a benefit, we are available to assist you during extended hours: Monday to Friday from 7:00 AM to 9:30 PM, Saturday from 7:00 AM to 6:00 PM, and Sunday from 8:00 AM to 5:00 PM.Warmest Regards,******** **Client Experience Specialist Disclaimer: Prior to scheduling, it is the client's responsibility to contact their insurance company to confirm that the provider they'd like to work with is covered under their plan and to determine their exact financial responsibility — Thriveworks is not responsible for confirming coverage or determining coverage amounts. The client is responsible for any non-covered costs, including but not limited to co-pays and deductibles OR the full out-of-pocket session cost if their insurance does not cover it. After an insurance claim has been processed, the remaining balance is due.--------------------------------------------------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,******** *.Account Supervisor

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 18, I had an intake appointment with a psychiatrist over telehealth. One week prior, I had spoken with a representative from Thriveworks who specifically told me that the provider he matched me with specialized in all of my specific disorders, and was, as of recent changes in the laws in my state, legally able to prescribe my stimulant medications over telehealth. At the start of the appointment with this provider, I went through my entire list of medications first, before we got to any other information. She then proceeded to have me give her information on my entire mental health and trauma history. This session was supposed to be 60 minutes and that is what they were charging me/my insurance for. However, it ended after 30 minutes, at which point she told me she could not be my provider because she is legally not allowed to prescribe my stimulant medication over telehealth in my state, and because my issues (all of which were previously documented) required a higher level of care than she could offer. Now, the company is trying to charge $395 for a 30-minute session that I consider to be harmful because she made me rehash basically every terrible thing I've ever experienced, knowing that in the end she wouldn't be able to be my provider regardless. To continue on with the session after knowing this, especially after I was misinformed prior to this, was unethical and clearly only for the purpose of getting money. I was extremely distressed following the appointment and it ultimately had a very negative impact on my mental health. Not to mention, she put in the full session charge when she didn't even complete the entire 60-min appointment. The company itself is clearly only in it for the money; never in my life have I known a psychiatry appointment - let alone a telehealth one - to cost anywhere near that amount. Perhaps there are other providers who are good, but this company overall is practically robbing people with what they're charging.

  Business Response

  Date: 01/22/2025

  To whom it may concern,We are writing in response to Complaint #******** received from ***** ****** on November 20, 2024. The complaint concerns unmet expectations and a billing dispute related to their psychiatry intake appointment. We regret any inconvenience or dissatisfaction the customer experienced, and we take these matters seriously.Upon reviewing the details of the complaint, we have found the charges to be valid, as the clinician acted within the scope of their professional responsibilities. Additionally, we have provided apologies and explanations regarding specific aspects of the client's complaint, including the fact that medication prescriptions are not guaranteed during psychiatry visits.The results of our investigation were communicated to the client via email on January 17, 2025, but we received no response. A follow-up email was sent on January 20, 2025, offering further assistance or clarification regarding the proposed resolution; again, no response has been received as of today.We believe that the steps we have taken adequately address the concerns raised by the complainant. Therefore, we request that this complaint be closed. Should ***** wish to discuss this further, we remain available to do so at their convenience.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

• Initial Complaint

  Date:11/13/2024

  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.

  I was seeing a Psychologist ***** ******. Last visit to have occurred on July 8th 2024. After waiting for a zoom meeting which is how we meet she did not come on to the meeting. I was still billed for a meeting which did not occur. They take my credit card and charge $135.00 for meeting did not happen. Card company had not received any cancel of charges. Their last Email was: " We would like to inform you that we have successfully processed a $135 paper check refund. Paper check refunds take approximately 2-4 weeks to process." I still have not received a check after 3 phone calls made to them where they claim for resolution within 24 hours to no avail. My card co. is still working on it. I in the meantime stopped services with Ms. ******. Here is copy of Email with web address. Thanks for the help.
  
  *********************** ***** ***********************  Good Afternoon ********,
  
  I hope this email finds you well. We would like to inform you that we have successfully processed a $135 paper check refund. Paper check refunds take approximately 2-4 weeks to process.
  
  If you have any additional questions or concerns, please do not hesitate to contact us directly by responding to this email. Alternatively, feel free to reach out to us via phone at ***** ******** ******* *. We are available to assist you between 8:30 AM and 6 PM EST, Monday to Friday.
  
  Thank you for choosing Thriveworks, and have a great day.
  
  ******* **** ** Client Experience Specialist | Thriveworks

  Business Response

  Date: 11/20/2024

  To whom it may concern,We are writing this note in response to Complaint # ******** received from ******** ****** on November 13th. The complaint pertains to the refund of a late cancellation fee that had also been marked as chargeback. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint we confirmed that the chargeback was resolved in their favor. As a result, their bank should have issued a refund of $135.00, which was initially charged on 07/09/2024. We advised of the typical processing time for the release of funds is 7–10 business days. We recommended following up with their financial institution if they had not yet received the refund. We advised this to client via email on 11/15 and received no 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,******** **

• Initial Complaint

  Date:11/05/2024

  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.

  Despite contacting this business 2 days prior to an appointment that I needed to reschedule due to an acute work obligation, this company refuses to waive a cancellation fee of $135 dollars, stating I didn't give them "exactly or more than 48 hours notice" (I contacted them on a Sunday for a Tuesday appointment). I have been a patient of this practice/company for over 4 years and their refusal to waive a cancellation fee for someone who has attended every appointment and already invested hundreds (if not over thousands) of dollars to them for the two providers I see through their organization. Despite asking them over three times to cancel the appointment, they failed to do so (which in turn did not allow them to fill my appointment slot). Customer service was abysmal and despite asking them to forward to a supervisor, they refused to do so.

  Business Response

  Date: 11/12/2024

  To whom it may concern,We are writing this note in response to Complaint # ******** received from ****** ******* on 11/05/2024.  The complaint pertains to a recent cancellation request and potential 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 confirmed that the clinician canceled the appointment and waived any associated fees. This was communicated to the client on the first outreach attempt on 11/08/2024 which received no response. A follow-up outreach attempt was made on 11/11 however the client has also not responded to this communication.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:10/24/2024

  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.

  Their Billing department could not rectify the claims for me for exactly 2 years at the end of this year. I had asked them before if they take ***** *** and they confirmed with me that they do take ***** ***. My workplace provides 5 free sessions through ***** ***. I had provided the provider my activation code for 2022 which expires on 12/31/22 and a new activation code for 1/7/23-12/31/23. I had attended 4 sessions in 2022 and 1 session in 2023 which total of 5 sessions. After every session with the therapist, they charged the session fee with my credit card on file which is incorrect. They should file the claims through ***** ***. I had to call their Billing Department every single week to fix this issue and refund my credit card. I told them the claims should be filed to ***** ***. The Billing Representative said they will submit a refund to my credit card, and they confirmed the billing will be correct going forward. They did refund me all the charges through my credit card. I am livid because now I have to find time out of my busy schedule to call the Billing Department after every session. It is such a hassle as the client to keep up with this provider's continuous billing error. Every time I call the Billing Department, Billing Representative said they will fix the issue but the issue was never fixed. At this point, everyone in the Billing Department don't know how to do their job because the claims they filed was through my ***** Insurance instead of ***** ***. I keep telling them these are 2 different insurance. I had called this Billing Department every week in 2023 to follow up on my claims if they fixed the situation and ALL their Billing Representatives said they will resubmit the claims to ***** ***. I followed up with this provider for 1 year and nothing was rectified. I called the Billing Department on 10/21/24 to correct my claims and the Representative said someone from another department will contact me in 2 days. Still no contact as of 10/24/24

  Business Response

  Date: 11/04/2024

  To whom it may concern,We are writing this note in response to Complaint # ******** received from ***** ***** on October 24, 2024.  The complaint pertains to the billing on the clients account. The client had a few dates of service that had not been correctly billed to the clients ***. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint we have correctly billed the claims that were held while the *** was effective to the *** provided. We reached out to the client to inform them that the claims have been billed correctly at this time and apologized for any inconvenience caused. 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:10/18/2024

  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.

  On 8-07-23 i had my first therapy appointment with ********* ******. I was told i was covered by my insurance. I had 13 appointments before i discontinued due to unsatisfactory care. I had been charged a 30 dollar co pay for each appointment. On March 4 2024 I received an email stating a new balance was on my account. The company attempted to charge 2080 to my bank account. After calling my insurance and multiple emails between I and thriveworks I was informed I was not covered by my insurance for any of my services even though I sent my information in and was informed I was covered. After I payed each 30 dollar copay instead of being informed they applied the “copays” to the first appointments full price. They have since changed my balance to 2000 dollars and are now sending my balance to a collections agency.

  Business Response

  Date: 10/24/2024

  To whom it may concern,We are writing this note in response to Complaint # ******** received from ******* **** on 10/18/2024. The complaint pertains to the client's concerns regarding being charged at the clinician's self pay rate. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint and review of the client's account, we did send a first outreach to the client on 10/21/2024 explaining that after reviewing their account, it appears that while we had been submitting claims to the client's insurance provider, the claims were being denied multiple times. We made several attempts to resubmit these claims over the course of several months, and during this process, we discovered that while the client's clinician is in-network and they had active coverage, the client's specific diagnosis is not covered under their insurance plan. This is why the claims continued to be denied.Due to the time spent resubmitting claims and working with the client's insurance provider, we were unable to reach the client regarding this information until 02/28/2024. At that time, we informed them that their plan does not cover the rendered mental health services, and we requested any additional insurance information they might have. Since we did not receive updated insurance details from the client, we transitioned their account to self-pay, which is why their previous sessions have been billed at the clinician's self-pay rate and the client's current balance is $2,000.00. We did offer a payment plan to help make the financial aspect more manageable in the first outreach attempt, however as the first outreach had gone unanswered, we then sent a final outreach on 10/23/2024 but we have still yet to hear back from the client.We believe that the steps we have taken to address the concerns raised in 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,****** ** Account Supervisor

• Initial Complaint

  Date:10/17/2024

  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.

  I was supposed to have a therapy appointment with a provider through Thrive works on 1016 at 1 PM. There was a miscommunication between us and although the appointment was supposed to be in person, I thought the appointment was supposed to be via zoom. at 1:09 I called the company to figure out why I hadn't gotten a zoom link yet and they told me the meeting was in person. I explained to them that it was a miscommunication between the provider and I and her and I were communicating via email at the time so she could get me rescheduled. they told me they were gonna charge me $135 for missing the appointment. Explained to them that it was a miscommunication and I didn't understand the charge. I asked to speak with supervisor and they continued with stating I was going to be charged regardless of a miscommunication and the provider and I communicating via email. then stated that they could cancel my Future appointment as I did not want to deal with a company like this and they said well we're gonna charge you $135 for tomorrow's appointment since you're not calling us 48 hours in advanced. I asked them if they were joking and they said no. I said the provider and I were communicating via text and she was trying to get me an appointment so I can be seen. Nothing had been confirmed yet so I didn't understand why I was gonna be charged an additional $135. I told them that the business they were doing was shady and that I did not wanna be a part of it and that I would be contacting my bank and the Better Business Bureau.

  Business Response

  Date: 10/21/2024

  To whom it may concern,We are writing this note in response to Complaint #******** received from ******** *** on 10/17/2024. The complaint pertains to double charges in late cancellation fee's. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously. Upon reviewing the client's account, we did review and determine that the client is owed a refund in the amount of $270 for two late cancelation fee's which we did advise to the client in our first outreach attempt on 10/18/2024. We advised the refunds have been processed, however, depending on their financial institution it may take 7-14 business days for the refund to reflect back into 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