ComplaintsforGrow Therapy

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been using grow therapy for about three months, and I have always been billed $25 per session. Then, all of a sudden, on July 14th, I was billed for $126.85 from a session on May 13th, and the bill stated the reason that I was billed that much was because I had not reached my deductible. After calling my insurance company, they advised me that that was not the case but that my therapist was no longer in the network. I even had my insurance company triple-check to ensure it wasnt billed incorrectly, and they confirmed that my therapist is no longer in the network. Since then, growth therapy has charged me an additional time for a session on May 21st for the same amount. When I contacted Grow Therapy concerning this issue, they stated that I would have to contact my insurance company and provide them with an EOB. I provided the **** but they have not responded since. I then made a separate request for a refund, and that ticket was closed out. I was told that they would be able to help me fix the issue. I have not heard back from Grow Therapy yet on the status of my problem, and I know that my messages are being seen. When I contacted the therapist, she said I needed to contact my insurance company. I am concerned that I will keep being billed for almost two months of back sessions because no one informed me that my therapist was out of network. Below, I have provided proof with 2 EOBs from my insurance, one when I was being billed as in-network and the other as out-of-network. I am also attaching previous invoices and the two current invoices that I have received. Grow Therapy is defrauding its customers by letting them believe that the therapists on their site are in the network. Then, all of a sudden, your therapist is out of network, and now they are billing you for back session. I want a refund in the amount of $203.70 for the two invoices and to only be charged the $25 for the remaining invoices. I want nothing to do with Grow Therapy Anymore.

  

  Business response

  07/31/2024

  We appreciate you bring these concerns to our attention. We are actively completing an investigation into your case and follow up with more details once we reach a resolution. If we can offer any further support in the meantime, please don't hesitate to contact our team by reaching out via the Help Widget in your portal. We greatly appreciate your continued patience and understanding.

  Best,
  Grow Therapy Team

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company misled me to believe that with my insurance, I would be paying $0-40 per appointment. I had an appointment and saw that my appointment history showed a patient responsiblity of $0 and it said 'paid' and listed a claim number. The company has charged me $200+ so far for appointments that previously said 'paid' and listed claim numbers. When I reached out to the company, they said they contacted my insurance and proceeded to tell me they contacted the wrong insurance. They then said that the statement of 'paid' with a receipt symbol and claim number doesn't mean that the appointments were paid for. That is the sole reason I continued to book with them even after confirming with my providor and insurance company that I really don't have to pay anything out of pocket. I told the representative that they billed the wrong insurance, she then said I needed to update it to the correct insurance, but it lists the correct insurance on my file. The representative then told me that they are not allowed to bill my insurance even though they advertise on my providors profile that they accept my insurance which is based out of state.

  

  Business response

  07/17/2024

  Hello,

  The company listed in this complaint is Grow Therapy. The company I am with is Just Grow Therapy. These are two separate companies and are not affiliated.

  The customer that submitted this complaint is not affiliated with JGT in any way; we have never been in contact before. The only providers with Just Grow Therapy are myself and one other clinician. 

  Additionally, services are provided either in person or via teleheath using Doxy.me, where Grow Therapy is a national company that has their own platform for services.

  Please review the complaint again and let me know if additional information is needed from me.

  Thank you,

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

  Just Grow Therapy

  

  Business response

  07/17/2024

  Hello,

  It appears this complaint is for Grow Therapy, which is not affiliated with Just Grow Therapy.

  Please review the complaint as this is not an issue related to JGT.

  Thank you,

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

  Just Grow Therapy

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

  

  Business response

  07/31/2024

  Thanks for reaching out. Our team has followed up with you directly to offer further clarification into the investigation your concerns. If there's anything more we can do for you, please don't hesitate to contact our team by reaching out via the Help Widget in your portal. We appreciate your continued patience and understanding. 
  
  Best,
  Grow Therapy Team

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The nature of this dispute is the inability to access this Grow Therapy by phone and their inconsistent billing.When I schedule an appointment online with other platforms, I make payment at checkout; there is no delay, and it comes right out of my account. Grow, however, requires us to enter payment information that it attaches to our files and uses to collect payment following each appointment. The problem with that is I am paying for appointments held weeks ago; nothing is current. Where I was expecting to pay $30 following each visit (and this is what was happening for the first few months), I am now paying $150 at a time for multiple visits. This makes it a challenge to keep up with because, now, I have to reconcile these charges with the appointments EACH time Grow drafts from my account. Additionally, I have been caught in the same loop on my dashboard for over 4 months. Where I had all of these links and could access my payment types or schedule new appointments, there is nothing on my dashboard. For several weeks, I kept getting a message that something was wrong with my insurance (which had not changed and Grow had been accepting). Again, I was caught in a loop trying to rectify this issue on my dashboard on the Grow patient portal. There is NO phone number listed for this company, which is outrageous. No customer relations or customer service means that patients who are seeking mental health care are experiencing ADDED and unnecessary stress.

  

  Business response

  08/09/2024

  We appreciate you bringing these concerns to our attention. We kindly ask that you log into your portal and reach out via the Help Widget within the portal to connect with our support team. While our support team does not currently have an inbound line, you can request a callback from our team by logging into your portal. We ask that you log in for identity verification and to ensure we are only speaking with the direct customer.
  
  You can always visit our Contact page at growtherapy.com/wp/contact-us for more information on how reach our support team for further investigation into your concerns. We greatly appreciate your understanding.
  
  
  Best,
  Grow Therapy Team

• Initial Complaint

  07/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have had a terrible time attempting to access mental health care through "Grow Therapy." More recently, I had to cancel a session with a provider due to a medical emergency. I was charged a $75 cancellation fee. I instead attempted to access care with another provider. She cancelled on me the day of our first session, and then did not show up to our next scheduled session. I asked that I receive the $75 I paid to be refunded to me, as I deserved to receive a "no show" fee when a provider fails to show up for their appointment. I have asked for a refund, but thus far, have only been told that issue will be escalated.

  

  Business response

  07/22/2024

  Thanks for reaching out. Our team has followed up with you directly to offer further clarification into the investigation of your concerns. If there's anything more we can do for you or if we can offer any additional support, please don't hesitate to contact our team via the Help Widget in your portal.
  
  Best,
  Grow Therapy Team

• Initial Complaint

  06/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This was my first time trying this service. I was charged $150 no-show fee, because they dont let you cancel in under 48 hours which is insane. My best friend almost died and has been in the hospital and I have been there for her. I didnt know how to contact the provider, the provider never reached out to me, *** never tried this service before. I was never warned of a no show fee. I think its sick that healthcare providers charge that much for an online no show. Youre literally just in front of a laptop its not like you had to go anywhere. And those of us who are trying this service obviously have issues. I just think its scammy and bad business. Great way to make sure I never use your business ever again & tell everyone I know to stay away!

  

  Business response

  07/16/2024

  Thanks for reaching out. These concerns have since been resolved by our team. If there's anything more we can do for you or if we can offer any additional support, please don't hesitate to contact our team via the Help Widget in your portal.
  
  Best,
  Grow Therapy Team

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Grow Therapy for online therapy visits. Their main advantage over other online therapists was that they (claimed to) accept insurance, including my ********** Blue *************** which I wanted to use since most online therapy providers don't accept insurance for otherwise expensivepsychotherapy. After some confusion, **** confirmed they accepted it and estimated my copay at $0-35 per session. I saw the provider two times and asked them for the specific copay amount. Grow evaded my question, saying they were a start-up and needed to file my claim first. On 6/11, I received an invoice for $72.13 for only ONE session! I called my insurance company and ********** said the provider was out of network, in direct contradiction to what **** told me. I reached out to Grow and they ignored my angry email and charged my card anyway for the $72.13, twice as much as their highest initial estimate. I never would have signed up with them had I known they were out of network. They deceived and overcharged me.

  

  Business response

  06/26/2024

  Thank you for reaching out. We were unable to locate any email contact from the address provided. Please contact our team via the Help Widget in your portal so we can address your concerns. We appreciate your understanding.
  
  Best,
  Grow Therapy Team

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Grow Therapy is a mental health counseling service I have used. My insurance company is Humana Choice PPO. For in-person counseling, there is a $30 copay. For online counseling, there is no copay ($0). On March 26, 2024 at 2:00 PM, I had an online counseling session via Telephone with Grow Therapy counselor *************************. On April 14, I received an email notice that I owed a $30 copay for that session, which would be charged to my debit card.I wrote Grow Therapy to say this was incorrect because I don't have a copay for online sessions. They told me to speak to my insurance about it. I contacted Humana and was told that Grow Therapy had filed the claim as an in-person session rather than online, and that Grow Therapy needed to resubmit the claim. I conveyed this information to Grow Therapy.At this point, I began to get the run-around from Grow Therapy. I received an email from a Grow Therapy employee named ******, asking that I send them my first and last name, my date of birth, and my email currently on file with them, all of which they already had. I sent this information to ****** and received an acknowledgment stating, "I have escalated this to our internal billing team and requested they review your claim."A month later I had not heard anything from Grow Therapy. so I wrote to ****** inquiring about the status of the case. Rather than ******, my email was answered by a Grow Therapy employee named ********, who asked me for the same three items of information I had previously sent to ******. When I explained that I had already sent that information, ******** told me I had to send it again.I have sent the information, again, but I suspect I will keep getting the run-around from one employee to another and get caught in an endless loop.

  

  Business response

  06/25/2024

  We appreciate you bring these concerns to our attention and your patience as we are working to resolve your concerns. While your case in still in process, our team has followed up with you directly to provide an update on the status of your requests. If we can offer you any further support in the meantime, please don't hesitate to contact our team via the Help Widget in your portal. We appreciate your understanding.
  
  Best,
  Grow Therapy Team

• Initial Complaint

  05/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a grow therapy client though my insurance. My therapist is wonderful, but I cannot log into the grow therapy web portal, and when I call the number there is no live person at all, and they send me a link to the portal I am locked out of! All I want to do is access my patient portal. This is not a good business practice, and there is not tech support link if you are not logged in.

  

  Business response

  06/04/2024

  We appreciate you bringing these concerns to our attention as we continue to work towards enhancing our support services to ensure a better experience for all users. Our team would be happy to help you access your client portal. You can always contact our support team at ********************************** for assistance. Please let us know if there is anything more we can do for you.
  
  
  Best,
  Grow Therapy Team

  Customer response

  06/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  All I got when I wrote to support at growththerapy.com was a notice That their support email would no longer work after July 1, 2024. Its not yet July 1 its only June 3. See the attached picture of what they sent me when I wrote 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  

  Business response

  06/14/2024

  Our team has followed up via email to confirm the resolution of your concerns. If we can offer any further support, please don't hesitate to let us know. 
  
  Best,
  Grow Therapy Team

• Initial Complaint

  05/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On May 10, 2024 I requested my my credit card information be removed from my account since no longer plan on using the service. I have been in email contact with ****** who states that it is impossible for them to remove my credit card information from my chart because it's part of the electronic medical record. This is not correct. With the recent breaches of patient information as well as payment information, I am demanding that my payment information be removed. The last email that I received was an email requesting that I provide them my personal information for verification on May 16, 2024, (despite emailing them from my address on file). This verification information was sent. Then I have heard nothing. I once again requested my payment information removed. The website does not allow a card to be removed without placing a valid new one. This seems like a deceitful business practice for unauthorized billing. Especially when I hear others say they are being billed for services not rendered.

  

  Business response

  06/04/2024

  We appreciate you bringing these concerns to our attention. Our team has followed up directly to offer further clarification and provide an update into the resolution of your concerns. If we can offer any further support, please don't hesitate to let us know!
  
  Best,
  Grow Therapy Team

  Customer response

  06/06/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received an email today (5/23/2024) stating I would receive an automatic charge if $75 tomorrow (5/24/2024) for no showing at an appointment on 5/15/2024. However the PROVIDER did not show up. I was there. I reached out to grow therapy to inquire about the charge, but the phone number for billing directs you to use their chat feature and then hangs up. The chat feature said a representative would contact me via email. When the rep emailed me, she said ***** *** *** **** ************** ******** **** ******* *** * ****** ** **** ************************* *** *** ** ********* *** *** *********** **** *** **** **************** **** ** *** ********* *** ***** *** ******* ********* *** **** ********** **** **** ******* *** ** *** ********** ** **** ********* ** **** ***** **** ******** ** **** ** ********* *** **** **** ******* *** ******** ********* **** ****** ******** *** *** **** ******* ** ***** *** ** **** ******** *** *** **** ******* ** **** ****** ************************** ** *** ** ****************** *** ******** ** ******* *** *** * **** **** **** ***** **** **** ******* **** *** **** ** *** *** ************************************************ *** ******** ** ************ *** **** ********* ** **** ******* ** ********* *** ******* ** ** ************ **** ********** ****** **** **** **** ******** ************* **** ****** ** ****** **** ****** ****** ** ***** ******* ** *** ********* **** ** **** ******* *** *** ** **** ** ** **** ************ *** **** ***** *** *** **** *********** ** *** *** ******** ** ***** ** **** ** ****** *** ** ******* ** *********** **** * ********* ************ *** ***** **** ** ****** ** **** **** *** *** *** **** **** ** ** *** ***** ** ****** ** ******* *** **** * ******** *** *** ******** *** ***** **** ***** ******* ** ************ ** *** ****** ***** ****** ***** ** ** ***************************************** *** ******* **** ****** *** **** *** *** ****** ***** ************

  Customer response

  05/25/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******** *****
  
   
  
  

*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. ↩