Complaints

This profile includes complaints for Thrive Proactive Health's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Thrive Proactive Health

  2830 Virginia Beach Boulevard Virginia Beach, VA 23452

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  Thrive Proactive Health

  1320 Kempsville Road Virginia Beach, VA 23464

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

• Initial Complaint

  Date:01/23/2023

  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.

  As I was attending PT (physical therapy), I was specifically advised by the Thrive Proactive Health personnel about the number of my remaining sessions under my health insurance plan, and they scheduled the remaining sessions to max it out. Several months after I stopped attending PT, I received a bill of $******. I found out that my limit of allowable visits expired long before I stopped attending, and thus my insurance would not cover them. As a patient, I relied on the representations made to me by the personnel of Thrive Proactive Health. These representations turned out to be false. The personnel stated it was not intentional on their part, but I have to pay $******

  Business Response

  Date: 01/27/2023

  Thank you for creating an opportunity for the businesses to respond and acknowledge the customer’s concerns. My name is ***** *******, and I am the owner of Thrive Proactive Health.  I am happy to provide any further documentation or answer any additional questions at your request after reading through our response below. 
  ***** *****, was indeed a frequent customer at Thrive Proactive Health. She had utilized multiple service lines, had seen multiple providers and was seen a total of 73 visits between the dates of 2/25/22 and 8/31/2022. 
  *** ***** called our office on 1/27/23 (today) and my receptionist passed the phone off to me, where I was able to record the call and work out a resolution to this complaint. A billing adjustment was made. In our resolution arrangement, *** ***** agreed to a payment plan and to withdrawal this *** complaint. 
  I recorded the phone call and that is attached (note: you’ll have to fast forward through the first minute as I didn’t realize her sound wasn’t being recorded during the first minute. The call is over 35 minutes long. A courtesy discount and mutual agreeable payment arrangement for her outstanding bill was agreed on and finalized.) 
  *** ***** was upset after receiving an invoice in the mail from our 3rd party billing company stating she owed **** from codes and visits that the insurance company did not pay due to the patient maxing out her allowable insurance benefits for the year. ** ***** was hyper focused on feeling like our receptionist should have been able to make sure all of her visits were covered and accounted for. I explained to her in the above phone call that our system counts only the visits she sees in our direct office and that we do not have control over what other healthcare providers outside of Thrive Proactive Health are billing and when they are billed out. 
  After talking with her insurance company about her outstanding invoice,  we learned the discrepancy in the visit count came about as *** ***** was also going to a different chiropractic facility and being treated with some of the same modalities outside of Thrive Proactive Health. I believe *** ***** was not aware that this was going to cause conflict with medical billing claims. My receptionists were not aware that *** ***** was being treated at any other facility. 
  I have uploaded the payment arrangement into ********** account file. She agreed to pay at least *** a month within a 5 month payment plan to pay off her adjusted balance of ****, with payments starting in February. My business values customer feedback and strives to provide a great experience for our customers. I am grateful we were able to resolve this issue quickly and do hope this compliant is not posted to a public forum. As a small business we are already struggling to get proper timely payments from insurance payers and continual billing adjustments for customers complaints are not ideal nor allowed by contractual agreements with certain insurance companies. 
  If you have any further questions or concerns, please do not hesitate to contact me directly ***** ******** or at ******************. 
  Thank you for your considerations