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:11/05/2024

  Type:Product 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.

  11/04/2024 Made an in person appointment with provider ******* ***** for today 11/04/2024 at 11am at the location provided when booking the appointment online. **********************************. Showed up to the appointment and no one there could locate the provider ******* *****. I called and emailed the provided information to contact her ************ and still have heard nothing back as to why she would be a "no show" to my appointment. This is completely unacceptable and unprofessional. I also had to pay a co-pay up front in case I was a "no show" patient. I am complaining because I want my money back as she did NOT provide a service to me.

  Customer Answer

  Date: 11/05/2024

  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

  Date:11/05/2024

  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.

  Do not under any circumstances give these people your credit card information. My husband had an appointment scheduled, but he was involved in a serious accident. Trying to reach this practice was impossible; no one answered the phone. When I emailed their 'support' email listed on their website and portal, I received a returned message saying the email was not monitored. They charged my credit card anyway. How does any practice work like this? Once I finally reached a representative a week later, I explained the situation and requested a refund. The representative never responded, and no credit was issued. I have found a better online practice where, in an emergency, a live person answers your calls and responds promptly to emails. Due to the unprofessional treatment, I will make it my goal to inform every future patient that this patient portal and practice are not up to par.

  

  Business Response

  Date: 11/18/2024

  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:11/05/2024

  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.

  My daughter was a therapy patient at Grow Therapy, an online therapy service (**************************), I have insurance (*****) and thought they would take care of the bill for her sessions. This was not the case as insurance only paid for a small portion of the bill. I went to Grow Therapys website to pay the bill, but I was unaware it had climbed to include three sessions. I intended to pay for one session as my funds are tight. I navigated to the page to put my debit card information in and as soon as the last digit was entered, the website debited my account for all 3 sessions. without authorization or notice. I am a single dad living in **********. They took almost $500 which was needed for food. I did owe the debit, but I did not authorize them to deduct the whole amount. This put a terrible hardship on my family. There is nothing to be done on the part of anyone except Grow therapy. This is an intentional act as they are fully aware of how their website works. They could easily change their website but I'm not hopeful they will because when I asked for a refund, they stated Its against their policy, of course. Don't use them unless you can afford for them to automatically deduct from your account without notice or authorization. There are better options than them. FYI

  

  Business Response

  Date: 11/18/2024

  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: 12/03/2024

  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:

  I submitted my complaint for this issue to your associate directly through your complaint section, to which I was told that was your policy. So, to direct me to submit the same complaint is a cop out. Thank for nothing.

   

   

   

   

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

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

  

  Business Response

  Date: 12/20/2024

  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:10/17/2024

  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 had an appointment with my nurse practitioner, who recently switched to Grow Therapy, on September 5, 2024. My copay for visits with him has always been $20. However, with this first visit through Grow Therapy I was charged $65.18. Grow Therapy sent me an email stating;"We heard back from your insurance, UnitedHealthcare/*****. According to their response, you owe $65.18 out of pocket for your appointment on September 5, 2024 because you have not yet reached your deductible."I contacted my insurance, who told me Grow Therapy would not have been told any such thing, and that my copay should have been $20 as it always has been. As well, there is no record through my insurance of this transaction or any indication they paid on a claim for services for that date.I logged in to the Grow Therapy web site to find an invoice for this billing, but I had no access to any such information. Grow Therapy does not provide invoice records for their charges. Or if they do, they are not available through my account page on their web site.

  

  Business Response

  Date: 10/29/2024

  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:10/10/2024

  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.

  ****** Permanente sent an authorization renewal for mental healthcare to *************** Group on 9/28/2024 that covers 10/9/2024 - 10/9/2025. My appointments for this month were cancelled at midnight today by their system automatically because my old authorization ended, one of which was scheduled today, 10/9/2024 at 3:00pm. I contacted *************** Group by email and was told the appointments were "erroneously" cancelled. I then received another email 30 minutes later indicating that the authorization wasn't updated in their system. I was told that they are not able to restore my appointments even though it's their calendar. I called the support number and was told that they don't enter the authorization update into their system until the day that the renewal is effective which takes a couple business days to do so (even though they've received it 9/28/2024 and had ample time to do so). Meanwhile they remove all the booked appointments because of their broken process. I received no email prior to being kicked out of their calendar and now I am being told that they are not able to schedule anything until December 4th, almost 2 months out. The support *** stated that they've notified their escalation team, and they would call me back but couldn't specify a date or time in which they would be contacting me. I verified that the support *** worked for ********************* and was not a contracted call center employee. I asked why they were not able to call over it the escalation team to get everything fixed, as would be typical operating procedure for any other business. I was provided a non-answer and received the same response that they were notified. The support *** spent 15 minutes explaining how ********************* processes their paperwork, which means nothing because why should I care how they complete what they are paid to do? I then asked what government body I would be able to submit a grievance to and was denied the information.

  

  Business Response

  Date: 10/29/2024

  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:10/08/2024

  Type:Sales and Advertising 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 a Provider licensed in ********** **** #***** with Grow Therapy. I have discovered a lot of different profiles that Grow created under their logins and their telephone numbers with my name and pictures on them. When you click on the link it says that therapist is not available and to choose another therapist within their domain "Grow Therapy" owned by Grow Care, Inc. who has a disclaimer on their website that they are not medical providers but they own wholly Grow Therapy **** They are using my picture, my profile and my licensure to continue to build their business and stealing my business from me, myself a 62 year-old widow working online. Unbelievable. I hope you can do something about them.

  

  Business Response

  Date: 10/21/2024

  Thank you for sharing your feedback. We want to ensure we address your complaint as thoroughly as possible. To ensure compliance, we need you to verify your identity before we can move forward. Please 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:10/04/2024

  Type:Sales and Advertising 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.

  When I researched Grow, I saw great reviews, great blurbs, and helpful info. They even have a page where you enter your exact health insurance information to get a quote. I was quoted, by Grow with my specific health insurance, only $43. I thought this was amazing and I was finally going to be able to access therapy because of the reasonable rates. I have my appointments, had a good therapist, felt really good about this. My client dashboard said my appointments were paid with a claim number, and listed the patient responsibility as $0.00. Wow even better!One month and three appointments later, I get a notification that Im going to be charged just shy of $150 for my first appointment! Now why would this be if its already said $0 and paid. Ive reached out multiple times to receive a resolution and nothing. I urge Grow to stop allowing estimates, especially since they are inaccurate, unreliable, and get you to make many appointments before they even tell you the price. I urge Grow to change their interface to not say paid, $0 patient responsibility until they know there is no responsibility. This should be listed as unknown or something in the meantime.

  

  Business Response

  Date: 10/18/2024

  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:09/27/2024

  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.

  Grow Therapy Therapist kept cancelling session, and then rescheduling. Portal does not show any emails or appointments. Tried calling, chat, no way to contact company directly. All help menus say log in to portal to access help, but portal is showing blank. Want my account deleted. Therapist said via direct text nothing was charged, but not going to be liable for not being able to give 24 hours cancellation notice when the appt was rescheduled to another time without my consent less than 12 hours before either slot.Also, therapist included notes regarding her judgment on confidential information provided in intake to other therapists without my consent. I am also worried about where else that data has gone without my consent, but have received no reply to my query. Not sure how she is qualified or justified to provide diagnostic notes when she has not had a single session with me, much less how/why she feels compelled to share her opinion based on three texts and an intake form. Feel judged and demeaned from someone from whom I trusted to provide support.

  

  Business Response

  Date: 10/21/2024

  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:09/26/2024

  Type:Order 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.

  Ive been trying to get my medical records from Growth and it seems like Im getting the run around and also I was charged for virtual therapy when my insurance pay for the session and its free. Im checking with my insurance now. I believe they submitted the claim as in person and that is false.

  

  Business Response

  Date: 10/18/2024

  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:09/20/2024

  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 charged for an appointment I did not schedule. A provider on the platform I had previously seen texted me asking me if I wanted to make an appointment for 8:45pm on September 4th. I no longer wanted to see her because she made me uncomfortable so I didnt respond. She booked it without my permission. When I happened to see a email about the appointment, I couldnt believe she had taken it upon herself to book the appointment when I never said I wanted to see her again - let alone on any specific date and time. I went into my portal and canceled it. I requested to have my account deleted and was told it would be done. Two weeks later, I got a notification from my debit card that a charge from Grow Therapy was declined. I went back to my emails to check what that charge was for and say that the provider had once again booked that same appointment again without my permission. On September 4th at 8:39PM, she booked an appointment for 8:45pm (6 minutes away!) and had me charged a $150 fee for not showing up.I contacting Grow Therapy about it through their Contact Us. I got an email back saying they were not going to offer me support via email and I needed to use their client portal for live chat support. My account had already been deleted. I was unable to use their live chat for any support without signing up again and booking an appointment with someone. At that point, it started to feel really sketchy.When I contacted live chat, their chat bot said that it was up to my provider to decide whether they would remove the charge or not.I tried to speak to a live person and they made me wait 25 minutes and then the chat status said theyd be back tomorrow.I think its absolutely ridiculous that Grow Therapy is allowing providers to book my appointments without my permission and then charge me whatever they want. Its also unacceptable that its almost impossible to talk to a real person about billing issues.

  

  Business Response

  Date: 10/18/2024

  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 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