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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was assigned to Thriveworks for EAP (employee assistance program) I was charged for the 5 Sessions that allowed by the ****************** after being attacked at work by an inmate, I was charged ****** that I wasnt suppose to pay for I called and they said my insurance wasn't being charged so I called my insurance and they told me that this was covered called them and said they would issue a refund still have not received said refund
Business response
08/05/2022
Hello- At Thriveworks, our goal is to provide a positive experience from start to finish. Below is a summary of the action we have taken in regards to this complaint. Our billing team has been in touch with the client and have refunded all overcharged fees. We believe this issue to be resolved but encourage the client to continue to communicate with the billing representative if there are any further questions/concerns.Initial Complaint
07/25/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was referred to a counselor at Thriveworks in February 2022. I submitted my insurance information and made my first appointment. Prior to my appointment, I requested via phone the amount that I would owe during my first appointment. I was told it my insurance covered my appointment. I attended my counseling session and found it to be a good fit so I booked my next session and then called the thriveworks number and spoke with an agent to find out what I would need to pay for my appointments. I was told that my insurance covered my appointment and that there was nothing that I owed. With this news, I agreed and signed up for my next session. Every week, after my session I would log on to see if there was any balance and it always reported $0 balance owed. I called twice to confirm that this was accurate prior to continue booking sessions. I had 12 sessions with my counselor before she informed me she would be moving to another practice and I made arrangements to have my appointments with her there. I submitted my insurance documents to the new practice and was told at this new practice that I would have a $40 copay. Thinking this was strange that I never had a copay at thriveworks, I looked up my thriveworks account online and again, it read that I had a $0 balance. Fast forward to 6 weeks after I left thriveworks, I received an $2000+ **** and then the first $250 was deducted from my bank account. I have called multiple times and sat on hold and requested a call backs and have yet to receive it. I am requesting a full refund that was deducted from my account without my permission. I was told repeatedly that my sessions were covered and would have never signed up for weekly counseling sessions if that is how much I owed. After doing some research, I see this is a pattern with this company and am urging TW to make their costs more transparent so that people like me who are vulnerable and seeking counseling will not have added stress of unknown large bills.Business response
08/04/2022
Hello, We are sorry to hear about these issues! We have confirmed with our billing team that any refunds due have been processed and that they have reached out to the client to go over this issue, as well as apologize for any miscommunications on our part. We believe this issue to be resolved but encourage the client to continue to communicate with the billing representative if there are any further questions/ concerns.Initial Complaint
07/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I noticed recent charges from Thivewrks, despite not having had an appointment in a month. I called and was on hold for 20 minutes. Once I got a rep on the phone, I had to hold her hand to go through a couple of the charges. Once 2 were discovered, I requested a statement be emailed to me from January 1st.Since January 1st, Thriveworks has double billed me for EVERY appointment (there were even a couple of times I was triple billed!) have had. I can only assume the charges go back to July 2021, when changed my insurance information.I immediately called back to speak with someone. I was on hold for over 90 minutes and had to hang up (a work meeting).It is reprehensible that there is a COMPLETE inability to get in touch with ANYONE without being on hold for 20 minutes.Seeing how many people have had similar issues being wrongly charged, and the inability to reach anyone to rectify the situation...I think an investigation is in order.It's a shame that Thriveworks is such an incredible mess of a business because I love my therapist.Business response
07/26/2022
Hi there - we're sorry to hear about the billing issues! After reaching out to our billing team, we were able to confirm that they've reached out to you to assist in solving this issue. We believe this issue to be resolved but encourage you to continue to communicate with the billing representative if you have any further questions/concerns.Initial Complaint
07/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have contacted Thriveworks about being overcharged. They asked for proof and I provided proof from my HSA account and then they stopped responding to me. Also, they are still sending me bills saying that I have to pay for something that has already been paid for.Business response
07/21/2022
Hi there - we're so sorry to hear about this! Our priority is for our clients to have a positive experience from start to finish and we would like to make this right. We have confirmed with our billing team that they have reached out to you to assist in solving this issue. We encourage you to continue to communicate with the billing representative so we can help you resolve this matter in a timely manner.Customer response
07/21/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Jasmine
Initial Complaint
07/12/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Thriveworks has been charging me for at least four months for seeing a therapist whom I have never met/heard of. I'm not even sure how thriveworks got my information in the first place. The sessions were booked with an email I don't recognize. Thriveworks did not respond to my questions about a refund and only said they would cancel my subscription.Business response
07/15/2022
Hello- We are so sorry to hear about this issue. We have confirmed with our support team that they have refunded any overcharged membership fees, as well as reached out to let you know and assist further if needed. We believe this issue to be resolved but encourage you to continue to communicate with the support representative if you have any further questions/concerns.Initial Complaint
07/10/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Called them to make a therapy appointment. During the call was asked for a credit card. Asked them why they needed a credit card and if they were planning on charging me. They stated that the credit card was needed in case the insurance didn't cover the cost of the appointment. I ended up canceling the appointment more than 24hrs ahead. Since that time, they have made multiple attempts to charge my credit card for $39.00 and $99.00. I froze my card before they could charge me because after I cancelled the appointment, I had a bad feeling. Went online and read multiple reviews about how they attempt to make unauthorized charges on people's credit cards. They tried charging me while the card was frozen. As soon as it was unfrozen, they made an unauthorized charge. I cancelled the card and got a new one. They managed to make an unauthorized charge on the new card. I blocked them with the credit card company. I have called Thriveworks 3 times. The first time, I was told that there shouldn't be any charges and I did not owe anything. The second time, the woman was very rude and hung up on me. The third time, I was again told there should be no charges. I receive text messages from them every other day saying I have a balance due. They lied initially, essentially tricked me into giving them my credit card number and now are harassing me and continuing to attempt to make unauthorized charges on my credit card.Business response
07/13/2022
Hello- We have taken the following action to address this complaint and resolve this issue. We have confirmed with our billing team that any balance due has been written off, and that our team has communicated this with the client, as well as apologize for any miscommunications on our part. 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 response
07/13/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
************************************************Initial Complaint
07/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Thriveworks deducted $395 from my checking account today. I have no reason why this was done.Business response
07/15/2022
Hello- We are sorry to hear about this issue! We have confirmed with our billing team that they have refunded any overcharged amount, as well as reached out to ensure that all sessions are processed correctly. We believe this issue to be resolved but encourage the client to continue to communicate with the billing representative if there are any further questions/concerns.Customer response
07/15/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************Initial Complaint
07/06/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Thriveworks continues to send excessively frequent emails and text messages about a purportedly outstanding debt. But when I log onto their patient portal to pay the claimed debt, I see clearly that I have zero balance outstanding. This is shown clearly in the attached screenshot. With no outstanding debt, I cannot even use the portal to pay this purported debt as they advertise I would be able to do.Business response
07/13/2022
Hello- We are sorry to hear about these issues! We have confirmed with our support team that the client was able to connect with our team in order to address their concerns and assist with billing through our patient portal. We believe this issue to be resolved but encourage the client to reach back out to us at ******************************** if there are any other questions/concerns.Customer response
07/13/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Business response
07/14/2022
Hello, We are so sorry to hear that you are still experiencing issues with the portal. We have confirmed that our billing team has reached out to assist further. We encourage you to continue to communicate with the billing representative if there are any further questions/ concerns.Customer response
07/14/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Saying you will resolve my issue does not resolve my issue. This just continues to waste more and more of my time and continues a terrible customer experience. I'll note you haven't addressed the constant billing statement emails you've sent me as well. Totally inappropriate way to treat a customer.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Initial Complaint
07/06/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
This company does not **** the insurance company they **** your credit card on file without billing the insurance. Its a scam.Business response
07/14/2022
Hi there - we're sorry to hear about the billing issues! After reaching out to our billing team, we were able to confirm that they have reached out to the client to go over charges, as well as apologize for any miscommunications on our part.We believe this issue to be resolved but encourage the client to continue to communicate with the billing representative if there are any further questions/ concerns.Initial Complaint
07/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I was charged a membership fee I only agreed to if the features, services and app that they told me we would get upon being a member. I still haven't gotten access and I was charged $149 erronously. I did not authorize the charge. Nothing is in my portal. No billing info. I call over and over, on hold for almost an hour and no answer. Still holding. I Tried the call back feature and no call back either. I want the charges removed!!! I will contact my insurance company also.Business response
07/13/2022
Hi there - we're sorry to hear about the billing issues! After reaching out to our billing team, we were able to confirm that they've been able to connect with you to make sure that all claims were processed correctly. We believe this issue to be resolved but encourage you to reach back out to us at ******************************** if there are any further questions/concerns!Customer response
07/13/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
**********************************
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