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:08/06/2024

  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.

  Starting last year around September, I started mental health service for BPD. I kept going till February. When I first talked to the initial person online, I was told self pay was 130 but they charged me 170. When I found this out, I called as demanded to know why I was lied to. Treated me like I was lower than them so I fired them. 2 days later, they charged my card 210 and I called back demanding my money back. They would only reimburse me 40. I moved on. Sunday 8/4/24, I received an email detailing my insurance was no longer active. There was nothing about payments or money owed so I just chalked it up to an automated message. Yesterday, 8/5/24, they charged my card $640 because the insurance I didn't have, wasn't charged. Mind you, the insurance I had was canceled when I left my job in December of 2023. As soon as the $640 was taken out, I called demanding to know why I was charged and all they said was it was because the insurance was not active. I told them I payed them up but they wouldn't budge. I escalated the situation to a supervisor and she said there was nothing that could be done unless I provide bank statements. I have provided the statements and I ended up paying in the months of January and February a total of $1075.16. They've also conveniently made it hard to look on their website for past sessions to get proper dates and charges, and finding the amount that was paid. When I download the pdf to look, it just shows that I should only pay $280 but it has no explanation.

  Business Response

  Date: 08/09/2024

  Hello - We have taken the following action in regard to this complaint. On August 7, 2024, I thoroughly reviewed and detailed every charge for the client’s appointments from 2023 to 2024, demonstrating that no overcharges or double charges occurred. I provided the client with two separate receipts and a comprehensive written breakdown of all charges via email. The total amount billed was $2,465.16, which included a $40 refund for an overpayment, resulting in the full amount charged to the client of $2,425.16. Each charge corresponded to either a copay, deductible, or self-pay amount. Despite multiple explanations via email and a detailed phone call clarifying these charges, the client continued to dispute them stating that they had run the numbers through AI and that is how they are getting their discrepancy in totaled amounts. I repeatedly requested that they provide their banking statements to support their claims of overcharging. The client only supplied statements for January and February of 2024, which were addressed in the previous breakdowns I provided, however I also provided an additional breakdown for those specific dates to ensure accuracy. The client has since ceased communication and no longer responds to outreach efforts.This issue has been resolved on our end, and we have addressed all the client's concerns thoroughly. We encourage all clients to provide feedback for continuous improvement. If the client requires any further assistance they are welcome to contact us again.

  Customer Answer

  Date: 08/09/2024

  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.After I had spoke on the phone, they refused to actually make the situation any better. I provided a break down of all the charges and payments made. They would actually have owed me 520 dollars. When they unethically charged me the $640, it made the number $1160. I used the exact break down they did and used every single number and calculation they did and even ran it through an AI to check my work. I sent the amount and the break down to them and spoke with the on the phone for almost an hour and nothing was resolved. I never authorized this company to take my money 6 months after they were fired from my care. After the call, i never received a follow up email or call so they are blantely lying on that point. i called my bank to cancel my card and had then issue me another and they are disputing the charges as well to get my money back to me. This issue was never resolved and they won't do anything to alleviate the problem. 
  Regards,
  
  *** ******

• Initial Complaint

  Date:08/02/2024

  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.

  The billing on my account doesn’t seem legit. I have charges that I don’t know they are for. I also received a 135 cancellation fee after a representative at their office told me that i had no fees on my account. Therefore I booked another appointment not realizing they were charging me. I went off what their representative stated.

  Business Response

  Date: 08/14/2024

  Hello- We have taken the following action in regards to this complaint. We reached out to the client on 08/05/2024 to explain the charges on her account were due to her insurance leaving her with a $25 copay per session, as well as having a late cancellation fee on the account for her 07/22/2024 date of service. The client didn't respond so we emailed again on 08/12/2024 but have not heard back from the client at this time.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 or concerns

• Initial Complaint

  Date:08/01/2024

  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 have an account with Thriveworks and despite the fact that I have medical insurance on file, Thriveworks has charged me for the full price of each session even after medical insurance was on file. Due to this, I'm being left with a large outstanding balance that has been sent to collections. Since this has been sent to collections, Thriveworks refuses to open me account and allow me to continue sessions. They informed me if I set up a payment plan with the collections agency, I'd be able to have access to my account and continue my sessions. I've provided Thriveworks with the reference number to collections for proof of payment installments and Thriveworks has backtracked on their word- stating that the balance now needs to be paid in full before services can continue.
  
  I am frustrated with this service because Thriveworks has tried to bill my debit card without my permission for the full balance before sending it to collections. Even when I stated that I had insurance on file, they mentioned I didn't meet a deductible- yet they were able to charge it ONCE before and never charged my insurance ever again.
  
  I am asking to have my account opened so I can continue sessions since there IS a payment plan with the collections agency, and there is proof of my first installment. This is unfair to patients who have insurance and are still left with large balances to pay out of pocket.

  Business Response

  Date: 08/12/2024

  Hello- We have taken the following action in regards to this complaint. We reached out to the client on 8/05/2024 to explain that we were actively working on her case and collaborating with our leadership team to get confirmation on her inquiry. We followed back up with the client on 08/08/2024 and explained that we received confirmation that the balance must be paid in full with the collections agency before the account is able to be restored. We apologized for any inconvenience this has caused as well as apologized for the miscommunication the client had previously received.  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 or concerns.

  Customer Answer

  Date: 08/13/2024

  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 would like for Thriveworks to look into my billing thoroughly. While being with Thriveworks, they've charged me out of pocket for all of my appointments after my **** ***** **** ****** insurance was sent to their department and was on file. After each appointment, I was billed directly unbeknownst. They've only billed my insurance one time to my knowledge because when it's billed, I receive paper documentation through mail. This has left me with a large lump sum of debt that could have been avoided. I'd like for them to thoroughly see if the debt could be sent back to their department and those visits could be retroactively paid by my insurance since I already have medical insurance on file. At this point, I am looking to get an attorney involved because I've already searched for answers on this before it was sent to collections.      Thriveworks has even tried to bill my debit card for an entire $1,500 dollars multiple times when I told them already I had medical insurance. This type of miscommunication from a company that provides care to patients in sensitive times is unacceptable. I reject this solution and highly suggest that someone look into this further.
  
  Regards,
  
  ****** *******
   

  Business Response

  Date: 08/21/2024

  Hello- We have taken the following action in regards to this complaint. To reiterate, on 8/05/2024, we contacted the client to update her on the progress of her case and informed her that we were working with our leadership team to address her inquiry. We followed up again on 08/08/2024, letting her know that we had confirmed the balance must be settled in full with the collections agency before the account can be restored. At this time we are unable to restore the clients account until the balance is paid in full with the collections agency. We apologized for any inconvenience this may have caused and for the previous miscommunication she experienced.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 or concerns.

• Initial Complaint

  Date:07/29/2024

  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.

  Thriveworks provided me with online therapy services between January 14th and May 23rd of 2023. During this time, I was charged on a per-session basis and was advertised to as such both when searching on the internet for their billing structure and when speaking with a Thriveworks representative on the phone to set up my appointments. Most of these charges were about $150 per session, with all but $25 covered by insurance.
  
  Several months later (unsure of exact date), without prior warning and without having used their services, I was notified of an outstanding $300 charge that had somehow been added to my account and somehow the company had lost the card information on file. After calling them and deciding to simply pay the fee without asking for an invoice, I thought I was in the clear and the charge had been paid.
  
  Four days ago (July 25th, 2024) I received an email from Thriveworks claiming this account had still not been paid off and threatening to send my account to a collections agency if not paid within five days. This email had an invoice attached, however, and on the invoice it shows that each session was fully paid off, but there was a sudden $300 tacked on to the money due with no charge listed. Not only should this charge not have occurred, but there was indeed a card on file with the necessary funds so there is no reason Thriveworks should be claiming there isn’t. A search online showed that this has happened to at least two dozen other people I could find by Thriveworks where sudden charges occurred without explanation and the billing department was dodgy with answers.
  
  I have no choice but to pay this fee due to the threat of being sent to collections and have no time to fight it due to being told the problem was cleared up.
  
  Their website regarding billing at ******************************** emphasizes that the only charges are on a per-session basis, which is not the case. Other people in therapy are likely more vulnerable
  
  Thank you for your time

  Business Response

  Date: 08/01/2024

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account and email and phone call communications with the client, we have successfully received a payment of $300 from the client. This payment covers the 12 appointments attended, with $25 copays per visit as per their insurance coverage. We have contacted our billing operations team to request the removal of the client’s collection status and are currently awaiting their confirmation.We believe this issue to be currently resolved on our end, however 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 or if the proposed solution is not satisfactory, we encourage the client to reach back out to us.

• Initial Complaint

  Date:07/18/2024

  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.

  "You will also be at risk of any unpaid overdue balance being sent to a collections agency."
  
  This is what it states when you set up a payment plan on the contract. I set up a payment plan to pay out balances and I was paying $173 a month on my account. Unbeknownst to me, there was an overdue balance of $800 that was due and the company without authorization from me charged my card on file $800. Then when I called to have the funds returned they told me they could only return 75% of them they needed to keep 25% as a good-faith payment. I had just made a payment of $173 the day before. This company is about profits, not people. I asked several times to speak to a supervisor and the poor girl would not put one on the phone then I started getting so upset that one magically appeared, and they admitted to taking the funds out without prior authorization and could see no wrong in how that would have an impact on a person's livelihood. He also admitted to forgetting to call me back yesterday because he was in meetings all day. When he did call me back ***, the Supervisor, kept telling me that the payment plan wasn't working and that he was only able to refund 50% of my funds, which I was not accepting as an answer. I told them that if they can take it out, they can put it back in. I have worked in several customer service places, and they need to update their policies and follow what their policies state. What an awful company. This is the second time Thriveworks has stolen money from me due to balances on the account. I will not work with this company anymore. A place you go to for therapy should not cause you to need more therapy. Definitely do not leave a card on file!

  Business Response

  Date: 07/29/2024

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account and a first outreach on 07/22/2024 we did explain to the client that the $800 charges were not included in the original payment plan that they had previously set up and any new payments cannot be added to an existing payment plan. That is why when the client set up a new payment plan, the existing plan had to be canceled, and then the new payment plan agreement must be completed and a new Good Faith Payment must be collected for the new total balance. While we are unable to provide any additional refunds aside from the $600 that was already refunded on 07/19/2024 due to the charges being valid, we know that the billing can sometimes be a frustrating part of this journey. We did send a final outreach to the client on 07/24/2024 but have still not heard back from the client.We believe this issue to be currently resolved on our end, however 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 or if the proposed solution is not satisfactory, we encourage the client to reach back out to us.

• Initial Complaint

  Date:07/12/2024

  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 scheduled an appointment with a therapist through this company, they told me that there was a no show fee of $135. The doctor never showed up and they billed me $135. This company is a scam and something needs to be done about this.

  Business Response

  Date: 07/15/2024

  Hello- We have taken the following action in regards to this complaint. We have confirmed with our billing team that the refund amount totaling $135 has been processed, and that our team has communicated with the client on 07/15/2024 to clarify any and all charges, as well as apologize for any miscommunications on our part. We believe this issue to be resolved. 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:07/12/2024

  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 made a Zoom appointment and waited in the meeting room for 45 minutes but ********* ****** never showed up.
  
  They charged me 135$ for no reason whatsoever. After assuring me I would not be charged.

  Business Response

  Date: 07/15/2024

  Hello- We have taken the following action in regards to this complaint. We have confirmed with our billing team that the refund amount totaling $135 is being processed and mailed via paper check, and that our team has communicated with the client on 07/15/2024 to clarify any and all charges, as well as apologize for any miscommunications on our part. We believe this issue to be resolved. 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.

  Customer Answer

  Date: 07/19/2024

  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:07/10/2024

  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've been using thriveworks for a year, I received a bill of a no show appointment. I explained to them my technical issue I had with my data on the phone. I called the provider & emailed the provider explaining my situation. Due to my "frustration"; they're standing on this fee. Because I didn't cancel within 48 hours, which that was not my intention. Don't understand how a medical resource cannot assist or be empathize about situation out of a patient control, especially that I've been a loyal & responsible client. I will refuse to use them or any family member with medical needs to thriveworks!

  Business Response

  Date: 07/17/2024

  Hello- We have taken the following action in regards to this complaint. We reached out to the client on 07/11/2024 explaining out 48 hour cancellation policy. Our aim is to uphold our commitment to quality by prioritizing the impact of the policy on both clients and clinicians. It is crucial to us that decisions affecting our clients align with our mission of helping people live happy and successful lives. Following a thorough evaluation, we meticulously crafted a 48-hour late cancellation policy, which maintains flexibility for our clients while simultaneously respecting the time and value of our clinicians. We did not receive a response from the client so we reached out again on 07/16/2024 but we still have not heard back from them at this time.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 or concerns.

  Customer Answer

  Date: 07/22/2024

  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.
  
  This was a non-cancelation within their policy. Never - did I called to make a cancellation, the day of my appointment was when I reached out with my concern "issue" due to my data on my phone and the application of zoom. I called their customer service phone number on Sunday at 2:05pm of my appointment their office was closed & afterwards is when I sent an email was sent directly to their team. Unfortunately, it seems this matter wont get resolve but it is very disturbing and I hope they find better ways to help others, when things are out of the patients control. I would not refer anyone to their business or needs. 
  
  Regards,
  
  ******** ***********

  Business Response

  Date: 07/31/2024

  Hello- We have taken the following action in regards to this complaint. We reached out to the client on 07/11/2024 and 7/16/2024 explaining our 48 hour cancellation policy. Following a thorough evaluation, we meticulously crafted a 48-hour late cancellation policy, which maintains flexibility for our clients while simultaneously respecting the time and value of our clinicians. The 48 hour cancellation policy is also outlined in our Consent and Service Agreement that the client signed on 05/04/2023. We did not receive a response from the client after the first two attempts so we reached out again on 07/29/2024 but we still have not heard back from them at this time.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 or concerns.

  Customer Answer

  Date: 07/31/2024

  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.
  They've went ahead and charge the card they have on file more than a week ago. I've already went ahead & dispute the charges with my credit card. But this back and forth, getting no where is unfortunate.  I hope they remove my profile & anything link to my name, address & insurance. 
  
  Regards,
  
  ******** ***********

  Business Response

  Date: 08/07/2024

  Hello- We have taken the following action in regards to this complaint. We reached out to the client on 07/11/2024, 7/16/2024, and 7/29/2024 to explain our 48 hour cancellation policy. The client has not responded to any of our attempts to reach out. Following a thorough evaluation, we meticulously crafted a 48-hour late cancellation policy, which maintains flexibility for our clients while simultaneously respecting the time and value of our clinicians. The 48 hour cancellation policy is also outlined in our Consent and Service Agreement that the client signed on 05/04/2023. 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 or concerns.

  Customer Answer

  Date: 08/07/2024

  I have reviewed the response made by the business in reference to complaint ID 21969195, and the business (Thriveworks) is repeating their last message & their policy. Which completely skips over my concern. But Thank you BBB for your assistance. 
  
  Regards,
  
  ******** ***********

• Initial Complaint

  Date:07/09/2024

  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.

  It says I have about $900 due, and I haven't gotten anything fixed or even any valuable solutions. I was working on BPD which is a fairly dangerous mental health problem, and I can no longer have it looked into or take medication for it because I've been charged when my insurance was already paying for it. I'd like to reduce the amount of how much you're asking me to pay you. $900 is a bit excessive to not have anything fixed, or even worked on.

  Business Response

  Date: 07/17/2024

  Hello- We have taken the following action in regards to this complaint. We reached out to the client on 07/10/2024 to explain that the balance on the account was moved to collections in March 2024. The client was offered a payment plan on March 12th 2024 after receiving multiple emails regarding the high balance. The client stated they would call back to set it up but they did not, resulting in the balance being moved to collections. We have not heard back from the client so we sent a final outreach on 07/16/2024 but we still have not received a response.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 or concerns.

• Initial Complaint

  Date:07/09/2024

  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 had an appointment on 5/13 that I was not able to make due to my child being sick. This is not something one can control. I emailed my therapist that I couldn’t make it to the appointment and she responded that it was no problem.
  
  On 6/18 I had another appointment that I completely missed because thriveworks doesn’t know how to communicate with me. If you look in my file when I first started seeing ******, I was on the phone with your customer service for quite awhile trying to figure out why I never get emails or texts from you guys. Even the zoom link to the appointment is never emailed to me beforehand and it’s always chaotic and annoying. I literally had no idea I had an appointment because I never got a confirmation, nor a reminder.
  
  In short, I would like to be refunded the $270 that I was charged in late fees. Both appointments that were missed were beyond my control. I will no longer be using thriveworks for my therapy journey. I have moved over to ********* where their professionalism and communication is far superior.

  Business Response

  Date: 07/17/2024

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account we have initiated the process to reimburse the $135 fee charged to the client for the appointment scheduled on 05/13/2024 with ****** *****. Regarding the $135 fee for the appointment on 06/18/2024 at 2 PM with ****** *****, our records show that the client opened the appointment reminder email sent to the email address on file on June 15, 2024, three days before the appointment date. Additionally, clinical notes confirm that the client was also emailed by the clinician at the scheduled appointment time. Due to these notifications and confirmations, we regret that we are unable to issue a refund for this appointment. We sent a client a first outreach attempt with this information on 07/10/2024 and did not hear back so a final outreach attempt was sent on 07/15/2024 but we still have not heard back from the client. We believe this issue to be currently resolved on our end, however 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 or if the proposed solution is not satisfactory, we encourage the client to reach back out to us.