Complaints

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

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  Grow Therapy

  5 W 19th St Rm 3R New York, NY 10011-4238

  
• 

  Grow Therapy

  2196 3rd Ave PMB 20071 New York, NY 10035-3501

  

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:04/18/2025

  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 set up an online appointment with a licensed therapist through GrowTherapy for 3/10/25. I found their services through a provider listing on my insurance portal, which showed them as a covered provider. I entered in all of my insurance information on GrowTherapies website, and it also stated they accept my insurance. The day of my first session came and it went okay. My therapist was wonderful and I looked forward to meeting with her again, but we did experience connectivity issues on GrowTherapys end that resulted in a shorter session. I scheduled another session for the following week. Around 4 days after my first session I receive an EOB that showed claim denied for $300 stating their services arent covered. I called my insurance company and they said to contact GrowTherapy because its their issue. Thats when I learned its impossible to contact them. There is no phone number, and no one ever answers on the live chat, even if you try right when they open. The best you can do is leave a message that gets responded to hours later. They said this is known issue, and they would take care of it and update me, but over a month later I havent heard anything. I wont be paying $300, as it should have cost me $0 as I have met my yearly deductible. I was in crises and really needed help, instead I got charged an unexpected $300 which is ridiculous for one therapy session. I obviously canceled my 2nd appointment and have just been struggling on my own, because I reached out while vulnerable and was taken advantage of by this horrible company.

  

  Business Response

  Date: 04/21/2025

  Hi there,

  Thank you for reaching out and sharing your experience with us. Were sorry to hear youve had trouble connecting with our team via chat, and we truly appreciate you bringing this to our attention. Additionally, we appreciate you sharing your feedback regarding the billing issue you've experienced. We know how stressful billing issues can be, and we want to support you in resolving this matter.

  To ensure your privacy and comply with ***** regulations, we need to verify your identity before we can assist further. The most secure way to reach us is by logging into your Grow Therapy portal and clicking the Help icon in the bottom-right corner of your screen. From there, youll be guided through our secure messaging process.

  We use a support bot (GrowBot) as the first step in helping route your question. ******* will offer up suggestions based on your selection, which helps our team better understand and respond to your message quickly. If the suggested resources dont resolve your issue, just select I need additional assistance and youll be connected directly with a member of our Support Team.

  For step-by-step instructions on how to reach our support team via chat, please visit this guide:
  ********************************************************************************************

  If you're unable to access your portal or connect via chat for any reason, you can also reach us by filling out our Contact Us form here:
  *******************************************************

  Were here to help and want to make sure you get the support you need. Thank you again for your patience and understanding.

  Best,
  Grow Therapy Team

• Initial Complaint

  Date:04/13/2025

  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.

  My first appointment with ***** ****** for Thursday, April 10, 2025 @1pm. I scheduled the appointment specially for couples Therapy however he sent me a msg a day before saying he does not do couples Therapy. I didn't see till the day of and they are now charging me $50 no show fee. I want them to stop that charge. I will never use their services again AND will let all know not to use them as well.

  

  Business Response

  Date: 04/14/2025

  Thank you for sharing your feedback We know how stressful billing issues can be, and we want to support you in resolving this matter.

  To ensure we can handle your complaint securely and in compliance with HIPAA, please verify your identity by either logging into your Grow Therapy portal and using the Help Widget, or by submitting your concern via our contact form: *******************************************************.

  You can also find helpful information about how to dispute charges or request a refund in this article: *********************************************************************************************************.

  Thank you again for bringing this to our attention, and appreciate your understanding.

  Best,
  Grow Therapy Team

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair 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.

  Ive had a Psychiatrist Appointment through grow therapy a few months ago. The Doctor has over charged me every single session that Ive had with them except my first appt (charging for 45 mins worth of appointments when the appt was only scheduled for 30 mins and lasted 13 mins). Ive contacted the ************** and they told me they only accept cash and dont handle insurance - to contact grow therapy about billing issues with insurance. Grow therapy informed me they do see the over charges and sent it to a special team. That special team would handle it in at most - a month. Its now been 2 months and theres no *** when this will be resolved. I now have another appt coming up and am torn because I anticipate another billing issue and dont have anyone at all to help. I need these billing issues rectified so Im not continuously overcharged and I can get the care I need at the price it should legally be.

  

  Business Response

  Date: 02/28/2025

  Thank you for sharing your feedback. We want to ensure we address your complaint as thoroughly as possible. To ensure compliance with *****, we need you to verify your identity before we can move forward. Please log in to your Grow Therapy portal and send us a secure message via the Help Widget, or submit your complaint through our contact form: *******************************************************.
  
  For more information on how to reach our support team, our Contact page at ****************************************************************** has more details on how to reach us.  Thank you for your understanding.
  
  Best,
  Grow Therapy Team

  Customer Answer

  Date: 03/11/2025

  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

  Date:01/06/2025

  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.

  I am a therapist provider with Grow Therapy. Everything was going well until they set up 2FA and I have been locked out of my Client Portal for 2 weeks. This happened already once before and they reset it. But it happened again and I cant even submit a help request! I cannot submit invoices for clients I have seen and I cant contact customer service since I have to be in the Client Portal in order to ask for help! I am owed money for the clients I have seen and I cant contact my clients at all with no access to the portal. There is no contact information or support. I am strongly considering leaving ****.

  

  Business Response

  Date: 01/24/2025

  Thank you for sharing your feedback. We want to ensure we address your complaint as thoroughly as possible. Unfortunately we're unable to provide more detailed information on this platform. To ensure compliance with *****, we need you to verify your identity before we can move forward. Please log in to your Grow Therapy portal and send us a secure message via the Help Widget, or submit your complaint through our contact form: *******************************************************.
  
  For more information on how to reach our support team, our Contact page at ****************************************************************** has more details on how to reach us.  Thank you for your understanding.
  
  Best,
  Grow Therapy Team

• Initial Complaint

  Date:01/02/2025

  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.

  On 12/11 I was charged a no show . It was shown that the appointment was cancelled but I was still charged anyways. I tried to dispute the no show but the billing email is "not monitored" their chatbot was also unhelpful.

  

  Business Response

  Date: 01/24/2025

  Thank you for sharing your feedback. We want to ensure we address your complaint as thoroughly as possible. To ensure compliance with *****, we need you to verify your identity before we can move forward. Please log in to your Grow Therapy portal and send us a secure message via the Help Widget, or submit your complaint through our contact form: *******************************************************.
  
  For more information on how to reach our support team, our Contact page at ****************************************************************** has more details on how to reach us.  Thank you for your understanding.
  
  Best,
  Grow Therapy Team

• Initial Complaint

  Date:12/10/2024

  Type:Product 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 signed up for growth therapy because it was on my member login of my insurance company. I was able to make an account and it's very strange because it doesn't ask you for specific insurance information but makes you put a card on file. I had one Virtual appointment in which I asked the provider how does billing work? She did not know. I called my insurance company and they told me the provider has to submit a claim on the insurance website. I received an appointment reminder for my second Virtual appointment. The appointment reminder went to my email and came as a text message with a link to reschedule or cancel. I clicked the link on different days numerous times and it brings you to growth therapy's login page. I enter the email and password associated with the account and I can't login because it says either the email or password is incorrect. Since I received the appointment reminder to my email, it's not the email that is incorrect, so I tried to reset the password. When I reset the password, it says they will send a link to the email if that account exists. I did this at least seven times and never received one email. Not even in my spam folder. I called the customer service line for assistance and apparently they don't have any assistance on the weekends. I I stumbled upon a Supposedly live chat that you could find assistance with. And it doesn't allow you to enter any free text only to select from available responses and then sporadically ends the chat. All of these things combined makes growth therapy seem predatory. I also have no way of contacting my provider to let her know that I needed to change my appointment. Now I imagine there is some sort of missed appointment fee. It seems very well set up for people to miss appointments if you cannot reschedule. There's absolutely zero assistance if you need it and no way for me to even get back into my account, but they have my card information and can freely charge me for whatever

  

  Business Response

  Date: 12/20/2024

  Thank you for sharing your feedback. We want to ensure we address your complaint as thoroughly as possible. To ensure compliance with *****, we need you to verify your identity before we can move forward. Please log in to your Grow Therapy portal and send us a secure message via the Help Widget, or submit your complaint through our contact form: *******************************************************.
  
  For more information on how to reach our support team, our Contact page at ****************************************************************** has more details on how to reach us.  Thank you for your understanding.
  
  Best,
  Grow Therapy Team

• Initial Complaint

  Date:12/10/2024

  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.

  I had an initial intake appointment yesterday with a psychiatrist. The physician who saw me was very hostile and I ended the appointment early at about 20min into the session and explained I was not comfortable seeing this person as my physician. **** **** PMHNP of Grow Therapy was the physician I saw for the appointment. Today I received a notification on a private social media app I use that this person was trying to contact me directly. I do not feel safe. This person has my personal health information and can find my private online social media. My privacy has be violated. I cannot believe a health professional would do something like this. How do they even have a license?

  

  Business Response

  Date: 12/20/2024

  Thank you for sharing your feedback. We want to ensure we address your complaint as thoroughly as possible. To ensure compliance with *****, we need you to verify your identity before we can move forward. Please log in to your Grow Therapy portal and send us a secure message via the Help Widget, or submit your complaint through our contact form: *******************************************************.
  
  For more information on how to reach our support team, our Contact page at ****************************************************************** has more details on how to reach us.  Thank you for your understanding.
  
  Best,
  Grow Therapy Team

  Customer Answer

  Date: 12/30/2024

  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:

  The web address that GrowTherapy provided to submit a complaint is broken/invalid. I have already sent messages previously via the patient portal. I requested to rescind my consent forms, and have yet to receive a response from the physician's team. I sent the request to rescind the forms on 12/5/2024.

   

   

   

   

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

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

  Customer Answer

  Date: 03/19/2025

  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:

  [I have verified myself multiple times with GrowTherapy and GrowTherapy has refused to acknowledge every verification I have completed. I have email confirmations from GrowTherapy, from *********, and from the portal. This complaint with GrowTherapy has gone nowhere with them. They keep responding with the exact same request that I have completed multiple times.]

   

   

   

   

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

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

  

  Business Response

  Date: 03/30/2025

  Thank you for sharing your feedback. We want to ensure we address your complaint as thoroughly as possible. Unfortunately we're unable to provide more detailed information on this platform. To ensure compliance with *****, we need you to verify your identity before we can move forward. Please log in to your Grow Therapy portal and send us a secure message via the Help Widget, or submit your complaint through our contact form: *******************************************************.
  
  For more information on how to reach our support team, our Contact page at ****************************************************************** has more details on how to reach us.  Thank you for your understanding.
  
  Best,
  Grow Therapy Team

• Initial Complaint

  Date:11/26/2024

  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.

  Grow Therapy has double charged my insurance twice for FIVE appointments. They keep trying to say I still owe them for these appointments when my insurance already paid them once for each appointment. I have proof with my insurance that they already took care of the original five payments. The original payments through my insurance were filed the day after my appointments and then my insurance approved them within 14 days of receiving them. Grow Therapy then charged all five appointments AGAIN in October, which is when I stopped therapy through them due to my therapist quitting Grow Therapy. They are trying to get double payments through my insurance and now through me.

  

  Business Response

  Date: 12/10/2024

  Thank you for sharing your feedback. We want to ensure we address your complaint as thoroughly as possible. To ensure compliance with *****, we need you to verify your identity before we can move forward. Please log in to your Grow Therapy portal and send us a secure message via the Help Widget, or submit your complaint through our contact form: *******************************************************.
  
  For more information on how to reach our support team, our Contact page at ****************************************************************** has more details on how to reach us.  Thank you for your understanding.
  
  Best,
  Grow Therapy Team

  Customer Answer

  Date: 12/18/2024

  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:

  They are still charging me and have opened up three more previously paid cases before they responded on BBB. They reached out to my insurance provider and charged them more, making my insurance not enough to cover the charges. This is after over 8-10 months of these claims being paid in full by my insurance provider. I do not believe they should be allowed to open multiple claims with my insurance provider and demand them to reopen the original, settled claims. My insurance provider has had to close multiple double and triple claims now. My insurance provider has had to reopen the original claims after months of Grow Therapy's insistence and harassing behavior. They changed the original SETTLED claims and let Grow Therapy charge me more money 8-10 months AFTER the original claims were already paid in full. 

   

   

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

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

  

  Business Response

  Date: 12/31/2024

  Thank you for sharing your feedback. We want to ensure we address your complaint as thoroughly as possible. Unfortunately we're unable to provide more detailed information on this platform. To ensure compliance with *****, we need you to verify your identity before we can move forward. Please log in to your Grow Therapy portal and send us a secure message via the Help Widget, or submit your complaint through our contact form: *******************************************************.
  
  For more information on how to reach our support team, our Contact page at ****************************************************************** has more details on how to reach us.  Thank you for your understanding.
  
  Best,
  Grow Therapy Team

• Initial Complaint

  Date:11/26/2024

  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.

  The business ignores the ethical requirements of continuity of care for clients. They try to force clients to see new providers in their platform, even when their platform has issues and clients want to be seen by alternative providers outside of their platform. Billing is always messed up, where they charge more than what they are supposed to with insurance. They also are not transparent about payment and insurance billing information. It is very difficult to get support because their only means of communication is chat, email, or being on hold for a very long amount of time. A lot of times the phone staff cannot help or doesnt know how to help. Their providers are left not being paid or able to work because of the unreliability of their electronic health records and video service. clients are left unable to access needed care due to the same reason. Theyve accused clients and providers of breech of contract when seeking outside means to complete treatment due to the unreliability of their platform. Contracts should be reinstated when contract breach is due to Grow Therapys own platform unreliability.

  

  Business Response

  Date: 12/10/2024

  Thank you for sharing your feedback. We want to ensure we address your complaint as thoroughly as possible. To ensure compliance with *****, we need you to verify your identity before we can move forward. Please log in to your Grow Therapy portal and send us a secure message via the Help Widget, or submit your complaint through our contact form: *******************************************************.
  
  For more information on how to reach our support team, our Contact page at ****************************************************************** has more details on how to reach us.  Thank you for your understanding.
  
  Best,
  Grow Therapy Team

• Initial Complaint

  Date:11/26/2024

  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 was seen by a provider on Grow Therapy, who was advertised as in-network with my insurance. I saw her three times (10/1, 10/7, and 11/5) before I started receiving the bills. I had seen two other providers in the past through Grow Therapy, and all I got charged for was the $25 copay each time. However, I was charged $300, $350, and $350 for these recent visits with my new provider. I contacted Grow Therapy and my insurance company, *****, and ***** has informed me that I was charged an out-of-network fee because my visits were billed under ********************* PA, instead of the actual provider's name. I've since contacted Grow Therapy multiple times with no resolution or response. The person I initially spoke to created a ticket to get my issue resolved, but the ticket is still not "picked up" by anyone to be worked on, and it's been a few weeks now.

  

  Business Response

  Date: 12/10/2024

  Thank you for sharing your feedback. We want to ensure we address your complaint as thoroughly as possible. To ensure compliance with *****, we need you to verify your identity before we can move forward. Please log in to your Grow Therapy portal and send us a secure message via the Help Widget, or submit your complaint through our contact form: *******************************************************.
  
  For more information on how to reach our support team, our Contact page at ****************************************************************** has more details on how to reach us.  Thank you for your understanding.
  
  Best,
  Grow Therapy Team

  Customer Answer

  Date: 12/18/2024

  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:

  The business asked me to log in and request help on their website, which I have multiple times already. 

   

   

   

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

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

  

  Business Response

  Date: 12/31/2024

  Thank you for sharing your feedback. We want to ensure we address your complaint as thoroughly as possible. Unfortunately we're unable to provide more detailed information on this platform. To ensure compliance with *****, we need you to verify your identity before we can move forward. Please log in to your Grow Therapy portal and send us a secure message via the Help Widget, or submit your complaint through our contact form: *******************************************************.
  
  For more information on how to reach our support team, our Contact page at ****************************************************************** has more details on how to reach us.  Thank you for your understanding.
  
  Best,
  Grow Therapy Team