Complaints

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:05/31/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This companys supply reorder customer service is terrible. My son is high medical needs and we use thrive for ******************. I am in urgent need of formula and cannot get through customer service to reorder and the app is not responsive. Just need better service. Tried their urgent line and left voicemails.

  Business Response

  Date: 05/31/2023

  We contact Mom today 5/31, we last spoke to her on 5/22, we were waiting on a complete order for the nutrition from the MD, we received an order on 5/23, but it was missing some codes. We have sent to the MD to ask them to please sign asap. We will need to request an authorization from the insurance company once we get the ***/order. We will send the shipment once we get the *** even though we will not have the auth for 30 days and will not be able to bill for the items till we receive the authorization.

  Thank you

• Initial Complaint

  Date:04/13/2023

  Type:Delivery 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 son is 29 and his only source of nutrition is from his feeding pump. Each month I order from the app only to get messages that his order is on hold due to lack of 6 months of doctor's notes/authorization; when in fact the order is up to date and the doctor's notes were sent in the previous month. When you try to call you are on hold for over an hour or more, there is no response to messages in the app or on the patient hub. This company's customer service is non existent. My son has special needs, since birth, and in my 29 years of dealing with companies concerning medical supplies, Thrive Skilled Pediatrics is BY FAR the WORST I have ever dealt with.

  Business Response

  Date: 04/14/2023

  We do not have the clinical visit notes from 2/14/23. We will call the MD again today to see if they will fax them over. We have an order dated 4/12/23 for formula and a letter of medical necessity dated 2/14/23. We can't ship the formula without the clinical notes. GA ******** which is the secondary insurance also requires a specific form that we don't have. We will send that once we get the chart notes.

  If family would like to privately pay for formula until we get the chart notes, please let us know.

  Please email me at: *******************************************

   

  Thank you 

• Initial Complaint

  Date:03/01/2023

  Type:Delivery 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 son is special needs and we depended on this company to provide him with his nutrition needs as they have for the past 11 years. The company was originally soft touch but has been taken over by Thrive skilled pediatric care. Ever since that took place it is hard to get thru to someone to reorder supplies. I order my son's Feb supplies two weeks ago and still not here. I have called in twice only to hear that a manager has approved everything to be sent out the following day and still nothing has arrived. My child is on special formula to survive and they are not sending it out. I need my February supplies and need to place order for my March supplies.

  Business Response

  Date: 03/01/2023

  By the time I got this complaint, the order has already shipped today. Due to extreme financial stress, we have a new audit process in place where every order is double checked before shipping. Payers, especially Amerigroup are asking for an extreme amount of paperwork to get paid. We have not been paid on this particular account since 3/22. The outstanding balance with the insurance company is $4295.52 for products that we are already sent to the patient. Parents can help by calling their insurance company and telling them to reduce the paperwork burden and pay their supplier. 

   

  Thank you,

  *****************************;

• Initial Complaint

  Date:02/22/2023

  Type:Sales and Advertising 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.

  This business charged our insurance company for my daughter's medical supplies in December after being told both via their messaging app and over the phone that we moved and we gave our new address. Her sister also had her address updated. I only recieved for her sister. I contacted them to tell them I never recieved the package and they found that they shipped to the old address and supposedly put something in with the mail, but I've heard nothing since. My daughter has still never recieved her medical supplies nor has anyone contacted me about that order or to even get January or Februarys order sent! I've called and left messages, I've sent messages on the app (it's set via her sister's app since they have yet to make it so multiple children can be hooked to the same email account), and I've done their "click one to be called back in que" via their phone service. Nothing. It's fraudulent to get paid by an insurance company and not get the supplies to the patient and my daughter needs her supplies.

  Business Response

  Date: 02/22/2023

  The family has two children, ***** and *******. The family uses our verbal care app for ordering/messages. The account for ***** was updated correctly and has no issues. The account for *******, the application was not paired/linked correctly so we didn't get any messages for *******. The package for ******* was delivered to the wrong address and we incorrectly billed that claim, we have not been paid. We will immediately do a claim reversal so this claim will not be paid to us. 

  We are calling the family now to apologize for the issue and let her know of our resolution. We will also make sure she gets all necessary supplies to the correct address.

  We are very sorry for this error and thank you for bringing this to our attention. 

  Customer Answer

  Date: 02/23/2023

  My other daughter is *****, and all the communication via the app was done so over *****'s portal which was in working status as we were communicated back with even during that time. However, we did recieve a phone call yesterday to place both girls orders and we do appreciate that. The email I was given for further communication was however returned as undeliverable, so we will need a phone number and email provided to us to properly reach a human each month to order and for equipment issues. The communication issues with this company has been ongoing for years, I don't suspect next month to be any different and I'm currently needing to reach them over a new order being placed from the doctor today; we need a better way to reach a human. Thank you for all your help. 

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

  Business Response

  Date: 03/03/2023

  I believe this issue has been resolved. 

  Customer Answer

  Date: 03/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/20/2023

  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.

  This company is supposed to supply medical equipment/supplies to medically fragile patients. These include products that are NEEDED for them to survive, and do things like receive nutrition. I am so disappointed in this company. They do not care about their patients at all. Everytime you call its at least an hour wait on the phone. The app is completely useless because IF you get a response its at least a month later. My daughter depends on these supplies to receive her nutrition. The way this company operates is unacceptable. There are so many reviews of them charging insurance and not sending supplies. I didn't receive my daughter's formula on this month's order, if I find out her insurance was charged I will be reporting them for fraud. Enough is enough. Do better, Thrive Skilled.

  Business Response

  Date: 02/20/2023

  Our team is currently experiencing higher-than-normal call volumes and wait times for ordering supplies. We are conducting an internal audit to improve our processes. We apologize for this inconvenience. Per insurance guidelines supplies can only be shipped once receiving all necessary paperwork.

  For this particular patient, we are missing documentation needed to bill GA ********* In the past, we were shipping supplies without all the necessary paperwork. We can no longer afford to send supplies ******************** for paperwork from doctors and authorization from insurance companies. This is driving patients to call multiple times a day. This is a big change for our doctors and families. 

  Thank you 

   

  Customer Answer

  Date: 02/20/2023

  I don't know you don't have the correct paperwork if I'm not notified. When I tried calling to see why all of her supplies weren't shipped I was unable to get a response via phone, or the app. It took filing this report to finally have someone return my call. We have been with TSP for a very long time and have never had this issue until the last few months. I don't expect an answer instantly, but the last message I got a response to on the app was sent on 2/10 today is 2/20. Ten days for a response. Had I not filed this I wouldn't know that additional paperwork is needed. Better communication with your customers would solve this. The ****** reviews speak for themselves on this, as I am not the only one having this issue. I hope TSP is able to get back to the good company it used to be. Thanks for your response and time. I've added a few screenshots of the messages. 

  Business Response

  Date: 03/03/2023

  We have a new process in place to audit all orders before we ship. We will do better, we just have to get thru this difficult period, Insurance companies are getting so difficult and will not pay without mountains of paperwork. 

• Initial Complaint

  Date:01/17/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  We use Thrive Pediatric Care to obtain feeding tube supplies for our son. The formula we get through Thrive is how he gets nutrition. Thrive continues to get our order wrong. I have had four different representatives tell me that they will send me a text to get set up on their Verbacare app. I have yet to receive a text. I can never get in touch with Thrive. When I call, I am told that I am caller number 187 (always in the 100's). I have called Thrive at least 20 times in the last several months because they do not ship the supplies needed. More recently my son's doctor called in an order on December 27, January 3 and January 11th. We have not received anything. I have been told by 4 representatives that my order will be shipped out.... nothing yet. My son has to have these supplies..... it's his nutrition.... not something to mess up. We have run out of supplies due to Thrive's mistakes. It is absolutely ridiculous, unprofessional and inexcusable the amount of times our doctors have called Thrive along with me following up with Thrive to still not have an order that was called in on December 27th. I have also yet to receive our regular monthly order that I was told by a representative was being shipped our on January 11th. And..... if they mention anything about getting on the Verbacare app.... it's ridiculous because I have been asking for someone to send a text to get us set up on it since late October. There is no excuse for a company provided necessary medical supplies to children should be operating so poorly!!!!!!!

• Initial Complaint

  Date:01/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Every month some new issue comes up with my orders. No one proactively contacts either me or the third-party. They need paperwork or authorization from when I call the phone queue is ************************************************************************************************************** either.

• Initial Complaint

  Date:05/25/2022

  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.

  The company is sending me a **** with a date of service of 1/3/2022, which is incorrect, this is allowing them to **** my new insurance company since it switched at the beginning of the year. Date of service: 12/27/2021 Billing me: Date of service 1/3/2022 (incorrect I have not reordered from this company in 2022. Account #****** under my daughter Hailee ******** in the amount of $136.06 -Spoke to ***** on 3/29 she could not tell me why they were billing my new insurance company with a date of service on 1/3/22. -***** spoke with a manager and called me back and still could not explain to me why. I asked for a manager to call me. I never received a call back. -3/30/22 - Company texted me about making another order, I asked for a call back never received one. -5/2/22 - Received a past due ****, I emailed the *************** and never received a response -5/9 - Called the office, spoke with ******, she said this should not have been billed and would call back, never received a call back. -5/16-Spoke to ***** again, she confirmed ****** sent an email on the 9th to billing, never received a response. ***** remembered talking to me back in March. Said she is requesting a manager to call me. I have yet to this date received a call, email or response from this company. I have made several attempts since March. There was no date of service on 1/3, several employees confirmed this **** was wrong, yet no one will call me back to rectify and they continue to send me past due notices. The date of service, balance due and insurance being charged is all incorrect.

  Business Response

  Date: 06/02/2022

  We spoke with family of 5/25/22 in regard to the ****. The date of service on the **** needed to be changed and a refund submitted to the insurance carrier. This complaint has been resolved. 

   

  ***********************************

  Thrive SPC

  *******************************************

  Customer Answer

  Date: 06/03/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************