Complaints

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

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  Thriveworks Administrative Services, LLC

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

• 

  Thriveworks

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

• 

  Thriveworks

  70 Cherry St Milford, CT 06460-3413

• 

  Thriveworks Administrative Services LLC

  2553 Housley Rd Suite 104 Annapolis, MD 21401

• 

  Thriveworks Administrative Services LLC

  2 Hamill Rd Suite 410 Baltimore, MD 21210

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:06/16/2024

  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’m reaching out because of a series of customer service errors that have led to me finding out that I owe quite a large bill. I used ThriveWorks in **********since 2020 and never missed a service payment. In 2023 I moved to ***** and started with a new psychiatrist and therapist due to the state license requirements. In December 2023, I spoke with a customer service representative and explained the situation. They stated my ** account would be deleted and a new account would be made for *****. I began seeing a psychiatrist December 2023 and a therapist February 2024. After each session I would receive a "Billing statement" email that led me to my patient portal. After receiving the emails, I called and spoke with multiple customer service representatives each time. I had verbal confirmation from the customer service reps each time that I did not owe a bill. I didn’t find out until May 6 that the account that the customer service representatives and myself were seeing were connected to the ** portal, which of course is not in use and doesn’t show that I owe anything. Thriveworks has notified me that I owe $2018.76. I have called at least three times and only been told this is a bill I owe. I've asked each time to speak with a billing supervisor but have not been connected. I sent an email on May 6 to ****************************** and an email on May 14 to ***********************, neither have received a response. Again, I have tried to over communicate before any error occurred. This is an issue with the Thriveworks system but I have been left with an overwhelming bill.

  Business Response

  Date: 06/25/2024

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account we attempted an initial outreach to the client on 06/17/2024 stating that we confirm that the balance of $2,018.76 is due to deductibles assigned by the client''s insurance company for their appointments with ******, *****, and *******, ****. This balance originated from the first appointment with ******, ***** on 12/14/2023. We cannot refund the balance as these charges are valid and are the client's responsibility according to their insurance policy. However, as previously mentioned, we are happy to assist in setting up a payment plan to help the client manage and reduce this balance over time. We attempted a second outreach to the client, however, we have not yet heard back from the client after our second outreach attempt on 06/20/2024We 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:06/11/2024

  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 price changed with no notice and I was charged without permission. I was had cancellation fees that went from $99 to $135 with no notice. No record of when so I couldn’t even verify any of the info, offered a lower rate despite me asking for proof I had even cancelled, then had my card run for the full amount because they didn’t want to prove the charges. I’ve spoken to dozens of reps, all who promise to handle it then ghost me. I’ve been told my complaint would be escalated then ghosted. Then I start from scratch and climb up only to be dropped off in hopes that I quit.
  
  I also complained heavily about a counselor for my daughter who never showed up on time, never stayed consistent with the schedule, and told us that it was normal to be late and have her time cut short. I assume I also got billed for cancelling on her when it was her that didn’t show up. They are unbelievable. An absolute scam, stealing money from people just trying to get help.

  Business Response

  Date: 06/19/2024

  Hello- We have taken the following action in regards to this complaint. We initially reached out to the client on 06/12/2024 and explained to the client that we offered her a one time settlement offer on 12/28/2023 of $377.64 but the client did not respond to the email agreeing to the charge, therefore the full balance on her account was charged 01/03/2024. She was charged the full balance on her account as the signed Consent and Service Agreement states "It is important to note that insurance companies do not provide reimbursement for cancelled sessions; thus, you will be responsible for the fee as described above. If it is possible, we will try to find another time to reschedule the appointment. We will keep your credit card information on file, and it will be used to collect any co-pays or fees." We also explained to the client that we sent multiple statements each month from August to December to inform her of the balance on the account, as well as emailed all clients in March of 2023 to explain the late cancellation fees would be increased from $99 to $135 starting April 10th 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: 06/20/2024

  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 gave me no time to accept their offer, nor did they give me a detailed invoice so I had no idea what I was even paying for. They also gave me no indication that they were just going to charge me the full amount. We were talking back and forth and then they charged me. There was also no notice about the very large increase in cancellation. They’ve also charged me for a counselor who continually canceled on me last minute and was also late to every appointment.
  
  Regards,
  
  ***** *******

  Business Response

  Date: 06/26/2024

  Hello- We have taken the following action in regards to this complaint. To reiterate, on 06/12/2024, we contacted the client to remind them of our previous settlement offer of $377.64 made on 12/28/2023, which was not acknowledged via email. Consequently, the full balance on her account was charged on 01/03/2024. According to the signed Consent and Service Agreement, which states "It is important to note that insurance companies do not provide reimbursement for cancelled sessions; thus, you will be responsible for the fee as described above. If it is possible, we will try to find another time to reschedule the appointment. We will keep your credit card information on file, and it will be used to collect any co-pays or fees." We also informed the client that monthly statements were sent from August to December showing the balance on the account which was due to the clients insurance processing her claims towards her deductible as well as a late cancellation fee. All clients were informed via email in March 2023 that late cancellation fees would increase from $99 to $135 starting April 10th, 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: 06/26/2024

  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.
  all they do is copy and paste the same response and don’t acknowledge that they gave me no time to reply to their offer before charging me without notice. They’ve also take zero action on one of their counselors not honoring their appointments with my child and causing me to pay for appointments that were not completed. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:06/06/2024

  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.

  I was charged for an intake session on April 4, 2024 which did not take place. The therapist, ****** ******, asked one single question and determined from my answer that she could not help me. After considerable effort on my part, Thriveworks agreed to reverse the charges they had billed my insurance company ($102) and me ($8). On April 15, ******* *****, ***** ******** Regional Clinic Director for ThriveWorks, stated through email that they were going to refund the charges. As of today, June 6th, 2024 — almost two months later — they have not reversed the charges. I am on the phone right now, yet again, with the billing dept.
  
  They say this is still an 'open ticket' and my ticket number is ******. NO WONDER that this place got a score of ‘D-‘ with the BBB. Let the buyer beware!

  Business Response

  Date: 06/24/2024

  Hello- We have taken the following action in regards to this complaint. We reached out to the client on 06/10/2024 and explained that we have sent a voided claim to the insurance company so they can retract the payment they made for the date of 04/02/2024. We didn't hear back from the client so we reached out again on 06/17/2024 but still have not heard back from the client.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:06/05/2024

  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.

  They charged ME for my therapy appointment rather than charging my insurance, causing my checking account to overdraft. They refused to refund me any faster than 7-10 business days, and also refused to cover my overdraft fees.

  Business Response

  Date: 06/11/2024

  Hello- We have taken the following action in regards to this complaint. We reached out to the client on 06/06/2024 by sending a HIPAA Verification email. We didn't hear back from the client so we emailed again on 06/10/2024 with a final outreach. As of today, 06/11/2024, we have not gotten a response from the client. 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:06/05/2024

  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.

  Thriveworks is incorrectly billing me for date of service 9/5/2023. I have a $30.00 copay, which I paid. The provider I saw was in network when I had my appointment. They have submitted the insurance claim with a provider tax ID number showing out of network and with a procedure code that is incorrect for the service. They are trying to collect $195 from me that I do not owe. They refuse to correct their issue. I do not owe them any money.

  Business Response

  Date: 06/05/2024

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account and many communications with the client, after I initially spoke with the client on 05/24/2024, I informed them that the claim for the Date of Service (DOS) 09/05/2023 was rebilled on 05/17/2024 with the correct TAX ID and payor ID. The client mentioned they received a call from their insurance on 05/22/2024, stating they had not yet received the claim. During a three-way call with the client and their insurance company, we explained that the CPT code could not be changed as it is a contracted rate for therapy intake appointments and the claim was billed out correctly. The remaining balance of $165 for the 09/05/2023 DOS in the insruance section was not billed to the client, it was rebilled to their insurance as was stated to the client and insurance agent, and claims can take 30-45 days to process. We can not rebill this claim again or it will be denied as a duplicate claim. We also clarified that the $30 charge for the 09/05/2023 DOS was due to the client's copay as left by their insurance company, and we cannot issue a refund for services provided or for the amount deemed the client's responsibility by their insurance. I spoke with the client again today, 06/05/2024 over the phone to further discuss this matter, however, the answer remains the same. 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.

  Customer Answer

  Date: 06/07/2024

  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.Thriveworks uses a code that does not apply in this case. The code is causing the service to add to my copay. They are not performing their billing correctly.
  
  
  Regards,
  
  ******* *******

  Business Response

  Date: 06/12/2024

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account and many communications with the client and their insurance, we explained that the CPT code 90791 could not be changed as it is a contracted rate for therapy intake appointments and the claim was billed out correctly. Again, the remaining balance of $165 for the 09/05/2023 DOS in the insruance section was not billed to the client, we have already rebilled to their insurance and claims can take 30-45 days to process. We can not rebill this claim again or it will be denied as a duplicate claim and we can not change the code as this is the correct code for therapy intake appointments.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.

  Customer Answer

  Date: 06/12/2024

  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 have a $30.00 copay only with this provider. They say they aren’t charging me, which is a technicality. They are billing incorrectly which is causing the claim to be denied and making the $165 billable to me. That is incorrect. They are disingenuous when saying I am not being charged. I am ultimately being charged and charged incorrectly. I am not the only person they have done this to. I know that for a fact. I want them to correct the procedure code and bill properly or write off the $165. that I am being forced to pay. It is ridiculous and disgusting that Thriveworks does this to collect money incorrectly. 
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:06/04/2024

  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 company stopped submitting claims to my insurance in February. Since then I have not been charged nor notified my insurance was "inactive" I called my work, it's active and our insurance covers care with this company. They have charged me $860 over this last 2 weeks and keep charging me large amounts, and refuse to correct or fix my insurance information. They have now wiped my insurance from their system and have changed me to self pay. This is a bad time, as it is sinking me into debt with my credit card, as I am trying to navigate a diagnosis with medication and a treatment plan. It is not the health care providers at this business that are problematic they are nothing but fantastic, just the billing department. They are indifferent to charging the correct copay amount and getting issues corrected, there was zero communication my insurance was inactive but my therapist found months worth of notes in the billing section that said they kept getting denied due to the insurance being inactive,which again it is not. It is crucial this business' billing department is investigated and has these issues corrected.

  Business Response

  Date: 06/06/2024

  Hello- We have taken the following action in regards to this complaint. We reached out to the client on 06/04/2024 regarding the charges on the account. We have since been able to verify the clients insurance and billed the claims towards their insurance. We have confirmed with our billing team that they have refunded all overcharged amounts and that our team has reached out to the client to go over the refunds and how claims were processed. 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:06/03/2024

  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 ********** ** ******* ******* referred me to Thriveworks Solutions for mental health counseling. Feb 28,2024 was my first appt. The services was covered under the VA insurance plan, *****, which the VA representative provided to both me and Thriveworks representative. I was approved to services and my first appt was schedule for Feb 28, 2024. Before securing the appt, I had to put a credit card on file incase I missed any appts at which Thriveworks will bill my credit card. I never missed an appt, and still I noticed my credit card was being billed. I immediately called Thriveworks billing dept and after 3 transfers, I was re-ensured that everything was taken care of and the insurance company would be charged, and I would receive a refund. I continued with my sessions and 3 sessions later, I noticed the charges continued on my personal credit card. I called the VA and Thriveworks and again, Thriveworks told me it was fixed.
  
  Then another charge hit my card. I immediately contacted my clinician and informed her that I had to cancel my sessions because Thriveworks continues to bill my personal credit card instead of the insurance company. she mentioned That other clients were having the same complaint as I.
  
  I continued to call Thriveworks billing to try to get this rectified and receive no assistance. The VA sent re-sent the necessary documents proving insurance info, I spoke with managers, supervisors, and others again each of them reassure everything was taken care of, but it wasn’t.
  
  My card is charged over $1000 that I have been paying interest on because of this situation.
  
  Although the services from the clinician exceeded my expectations, the management of the company to include the billing department should be audited and investigated. In my opinion, I feel as though they charge my personal credit card to get full payment, oppose to the modified payment from the insurance company.

  Business Response

  Date: 06/10/2024

  Hello- We have taken the following action in regards to this complaint. We reached out to the client on 06/04/2024 by sending a HIPAA Verification email. We didn't hear back from the client so we emailed again on 06/06/2024 with a final outreach. As of today, 06/10/2024, we have not gotten a response from the client. 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:06/03/2024

  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 began therapeutic services with Thriveworks in January 2024. There were numerous insurance issues with my provider ******* **** as I choose to go out of network after failing to locate an accredited provider recommended by *******. Therefore, there was a delay to the organization billing me for services provided, the charges began this month.
  
  During numerous conversations with Thriveworks, they advised that there MAY be a co-pay and the amount usually totals $50.00, this is also confirmed on their website. When the insurance issues were resolved, I was staggered to see that Thriveworks began charging my credit card this month ($136.98 copay from a session on 01/10), $115.05 copay from a session on 01/24, and $63.12 copay from a session on 02/07).
  
  The initial intake session conducted on 01/10 cost $395.00. In all my discussions with Thriveworks, email communication, and the contract that I signed, $395.00 was never mentioned. Even on their website, the initial session is advertised as costing $220.00 in the state of ********. The therapist also did not discuss the charge with me at any point during the session. The second session on 01/10 then cost a staggering $250, again I was not advised of the costs, and this amount is once again considerably higher than the costs listed on the Thriveworks website.
  
  I have called the billing number for Thriveworks and go around in circles when I request justification for the amounts charges and clarification why I was never advised in advance of the charges. They cannot provide an answer and I end up being on phone for 30 minutes each time.
  
  I've enclosed my initial contract and details of billing. I am looking to complain as Thriveworks failed to mention the cost of therapy throughout all communications over a two month period. I am also looking for an explanation why my charges for therapy are considerably higher than advertised on their website.

  Business Response

  Date: 06/04/2024

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account we have sent an outreach to the client stating that regarding the $395 amount that they were referring to, was not billed to the client. This amount represents the rate we bill to the insurance for an intake appointment. This is a fixed rate determined by our agreement with the insurance provider and cannot be altered. For the January 10th appointment, there was a deductible amount of $136.98, for the January 24th appointment there was a deductible amount of $115 and for the February 7th appointment, there was a deductible of $47.97 and a coinsurance of $15.15, totaling $63.12. The reason the client was charged toward their deductible and coinsurance for these appointments is due to the referral for services in the document we received stating the referral was not active until February 26, 2024. Which means, the dates of service on January 10th, January 24th, and February 7th were subject to the client's ******* plan's deductible and coinsurance and their responsibility. For the dates of service on April 3rd and April 17th, the authorization was active, and ******* is covering these services in full. We did advise the client that we are unable to refund the charges for the earlier dates, as they are valid per their insurance policy. The client also expressed concerns regarding not being informed of the charges prior to scheduling which we did reply and advise them that while an agent they spoke with at the time of scheduling will attempt to verify your coverage, as stated in the consent form you signed on 01/05/2024: "You agree that Thriveworks may bill any insurance through the information you provide. Thriveworks will attempt to verify benefits on your behalf. However, benefits are not a guarantee of full or partial payment by your insurance company. You will be responsible for any co-pays or other non-covered fees or costs. Additionally, your employer may be responsible for co-pays or other non-covered fees or costs that may be owed to Thriveworks. In the event your insurance and/or your employer does not cover costs, you will be responsible for any co-pays, deductibles, or other non-covered fees or costs." The client then replied and stated "Nope sorry, that's completely unacceptable. That paragraph is generic nonsense. Not at any time did your organization advise me of fees, costs, copays, amounts for non-covered fees, or monetary amounts. What kind of organization never provides costs for services in advance. I'll notify BBB that you're not addressing the central issue here. Why I was never advised of costs in advance of services, and provided with a full breakdown of co-pay expectations, You've made your decision, I'll follow up with BBB and pursue this further."We believe this issue to be currently resolved on our end as we can not provide the client with a refund for the charges as they are valid per their insurance coverage, 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.

  Customer Answer

  Date: 06/04/2024

  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 have not been able to explain why the charges were never provided or explained to me over the course of at ***** 10 communications (via phone, email, and in therapy sessions).
  Regards,
  
  ********* *********

• Initial Complaint

  Date:06/03/2024

  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.

  I didn't receive the services I was charged 270.00 for and after waiting since December thriveworks finally did a charge back with the bank. I thought this meant that I was getting my refund. Today I get an email saying that they won the charge back and I am getting no refund. I still received no services. The reason I missed the appointments was due to a connection issue with zoom, not my fault. How is this legal for them to do this. I need my money back. Thank you for your help.
  
  ******** ****** *******

  Business Response

  Date: 06/11/2024

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account and communications with our clinical quality team It has been determined that the client's refund request of $270 has been denied for the late cancellation fees that applied to the appointments on 11/27/2023 and 11/29/2023, which we explained to the client in outreach many outreaches on 06/04/2024, 06/07/2024, and 06/10/2024. As was stated to the client, We have a record indicating that the clinician's attempted to reach out to the client at the time of both appointments but was unsuccessful. Additionally, our records show that appointment reminders for the appointments on 11/27/2023 at 9 AM with **** ****** and 11/29/2023 at 11 AM with ***** ***** were sent to the client's email address and were opened by the client days before the appointments occurred. The client mentioned having issues with Zoom for both appointments and claimed to have phone logs showing calls to Thriveworks. However, phone logs are not sufficient documentation; we require more clear documentation of Zoom errors at the time of both appointments. We informed the client that if they could provide screenshots of the errors they had, we would reconsider the refund, but the client was unable to provide such documentation. As a result, we cannot refund the two $135 no-show fees, totaling $270, in accordance with our policy. The client agreed to this policy in the consent form signed on 11/15/2023, which states, "If you miss a session without canceling or cancel with less than 48-hours' notice, our policy is to charge you a cancellation fee of $135." We also show that the client disputed the charges with their bank, and the bank concluded the dispute by ruling in our favor, confirming that the charges were valid and recrediting the money back to Thriveworks. The client also stated that they were informed they would receive a refund by Thriveworks. We have clarified to the client that while we do review disputes to determine if a refund is warranted, their request has been denied multiple times after thorough reconsideration. The charges are valid, and this is our final decision.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:05/31/2024

  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.

  My children have stopped doing virtual counseling with thrive works since January 2024. I was told at the beginning of their thrive works that their military insurance ******* would cover their sessions. I was then possibly two months later build for numerous sessions and etc.. So then I questioned it and they told me that they would look into it but never got back to me. In January 2024, I finally decided to part ways with works due to their continuous billing for my children who were not in session . I received an email one day that stated thank you for your payment and it was of $396. This payment was taken from a card that I strictly use for my bills that I no longer had on file with Thrive works, and it was not the primary , they used it anyway and caused my card and my bank to overdraft my account because I was not intending for this to be used. I stayed on the phone with Work for nearly 6 hours with only a resolve of they would only give me 200 and some odd dollars back Refunded however, that would only take place if I set up a payment plan for the balance they kept over $100 worth of the money that they took out of my account because it said that they needed it to exceed a certain amount to even set up a payment plan Which is insane to me. I did not receive the refund within the time that they stated that they would refund it the first time. So I had to contact them yet again for them to then refund me only $173 of the money , they took because they said they needed A $57 deposit again to refund me my money. The first time they said, it would take 3 to 5 business days and this final time they said it would take 7 to 10 business days which didn’t make any sense. I received the refund of one 7310 days later only to discover on yesterday they drafted a $37 payment out of my account yet again when I called the gentleman said I was only set up for a payment plan for the past due balance I haven’t been going to thrive works since January

  Business Response

  Date: 06/06/2024

  Hello- We have taken the following action in regards to this complaint. We reached out to the responsible party of the two children on 06/03/2024 and explained the amount charged on both accounts was due to their insurance leaving a coinsurance amount. We explained that one account had been paid in full, and the other account is currently set up on a payment plan with $173.26 remaining. The charge of $37.49 mentioned was for a coinsurance amount for a session on 02/13/2024 that was not included into the payment plan as it hadn't been returned by the insurance yet on the date the payment plan was set up.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.