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:04/30/2024

  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.

  Tried to submit yesterday, but not sure I submitted it correctly. I apologize if this is redundant.The company wishes to charge me a $60 no show fee for arriving 7 minutes late in virtual appointment. The provider left the call after 5 minutes and wanted to charge me. The company website states that providers may charge a no-show fee if the client does not arrive within 15 minutes of appointment start time. I was in the call, my provider left the session and is therefore the no-show. I have spoken with Grow Therapy customer support who says over the phone that charging a no-show fee is at the providers discretion. This is counter to the information provided in their website.I tried to message the provider, but they will not contact me or reply.I wish to no longer use their services and want them to not attempt to bill me on behalf of the provider who did not fulfill the services.

  

  Business Response

  Date: 05/13/2024

  We appreciate you taking the time to bring these concerns to our attention. Our team has followed up directly to provide an update into the resolution of your concerns. Please let us know if there is anything more we can do for you!
  
  Best,
  Grow Therapy Team

• Initial Complaint

  Date:04/29/2024

  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 have requested notes from my appointments for urgent needs. Unfortunately support is very slow to respond to the emails I sent to ******************************************, and my request is still not processed. Is there any way you can process this request ASAP? Thank you.

  

  Business Response

  Date: 05/23/2024

  We appreciate you bring these concerns to our attention. We're actively processing this request, and will be following up with you shortly to provide another update to confirm the resolution of your concerns. We're exploring ways to improve the processing time for records requests, and will use your feedback as we continue to refine our existing processes. If we can offer any further support in the meantime, please don't hesitate to let us know. Thank you for your patience and understanding!

  
  Best,
  Grow Therapy Team

  Customer Answer

  Date: 06/04/2024

  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:

  Hi,
  
   
  
  Apologies I have not received any solutions from the business.
  
  They said they would follow up with me but I never heard back from them.
  
  Could I reopen the case?
  
  Reference ID # ********
   
  
  Thank you,
  
   
  
  --
  
  Best,
  
  ********   

   

   

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

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

  

  Business Response

  Date: 06/14/2024

  We appreciate your patience while our team has been working to address your concerns. Our team has followed up with you directly to provide you with an update into the status of your request. If we can offer you further clarification, please don't hesitate to follow up with us via email. We greatly appreciate your understanding!
  
  Best,
  Grow Therapy Team

• Initial Complaint

  Date:04/26/2024

  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 recently had changed email address and requested Grow Therapy to make the adjustment. They did change my email, but now my client portal is completely blank. I can't access my provider, messages, let alone their 'technical support' team. This issue has been going on over a month now with no updates. Their support has been saying that 'they are working on it,' but no progress has been shown let alone discussed.If I hear nothing from their team in the next week, I will be requesting data deletion and I WILL make sure that gets done.

  

  Business Response

  Date: 05/09/2024

  We appreciate you bring these concerns to our attention and your continued patience as we are working to resolve these concerns. We are actively completing an investigation into your case, and will follow up with more details once reaching a resolution with our technical team. If we can offer any further support in the meantime, please don't hesitate to let us know.
  
  Best,
  Grow Therapy Team

• Initial Complaint

  Date:04/26/2024

  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.

  On April 11, 2024 I had ****** dollars taken out of my bank account for a missed ********************** session. I was in the hospital at that time and was unable to check my email for the appointment time. It was changed by the provider without an acknowledgement from me to show that I had received it. As I said I was in the hospital ( I still am in the hospital) and did not have access to email nor did I feel like checking it. I asked the company for a refund and they refused. I would like to at least have a complaint flied against the company if I am unable to get a refund.

  

  Business Response

  Date: 05/09/2024

  We appreciate you taking the time to bring your concerns to our attention. We are actively completing a review of your case. Our team will follow up with you directly to provide an update on your concerns.  If we can offer any further support in the meantime, please don't hesitate to let us know at **********************************
  
  Best,
  Grow Therapy Team

• Initial Complaint

  Date:04/25/2024

  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 keep getting my appointments canceled by one of the therapist and I would like to know why. I understand I owed $35.00 but I have paid it. I rescheduled my appointment only to have it canceled again. People reach out to you people for help and this is how you treat them. I don't get a phone call or no explanation.

  

  Business Response

  Date: 05/09/2024

  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 at **********************************.
  
  Best,
  Grow Therapy Team

• Initial Complaint

  Date:04/25/2024

  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 had an appointment with a provider on 3/26/2024 listed as having a cash price of $100 a session, but after the appointment Grow Therapy is billing $700. This was a virtual appointment continuing on my same medications, which blows my mind. My insurance has refused that amount, but is still requiring I pay almost $300. How is this business ethical when charging 7x more than the stated price to insurance? If you care about the money you earn and contributing to a business who cares enough for its customers to not scam them, this is not one to support. The provider herself has stated she does not charge this cost so this is solely being done by Grow Therapy.

  

  Business Response

  Date: 05/08/2024

  Thanks for reaching out. Our team has reached out to you directly to provide clarification into your concerns. If you have any questions or would like to further discuss the details of your concerns, please let us know by following up to your open ticket. We appreciate your understanding!
  
  Best,
  Grow Therapy Team

  Customer Answer

  Date: 05/13/2024

  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:

  There was no effort to resolve this. The last response received from your company was 5/8/2024 stating it was because it went through insurance. Regardless of this, the business is unethical for charging 7x the amount of self-pay by thinking clients will not realize. The provider has stated this is not the rate she charges on her own and after having been to numerous mental health professionals in my life for the same exact reason on this insurance, I have never been charged an amount so high.

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

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

  Customer Answer

  Date: 08/13/2024

  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:

  This has not been attempted to be resolved by the company.

   

   

   

   

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

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

  

  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:04/22/2024

  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.

  7 providers listed on Grow Therapy are illegally using our address to be listed as a Baltimore City providers.

  

  Business Response

  Date: 05/05/2024

  We appreciate you taking the time to bring your concerns to our attention. We are actively investigating this case with the details provided. Our team will follow up with you directly to provide an update on your concerns, and if we can offer any further support, know you can always reach our team at **********************************.
  
  Best,
  Grow Therapy Team

• Initial Complaint

  Date:04/22/2024

  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.

  I have been a contractor Therapist with Grow for a year and have provided close to 500 therapy session. I am still an active provider with 20 active clients. Last week I noted a serious issue with my Grow Provider account. Numerous outside referrals (word of mouth or referred by a current client) trying to access my profile on Grow and they were unable to find my profile. All three were in dire need of therapy. I assured them that it likely was a mistake and would be resolved shortly. . I contacted the grow online support system, which is the only system therapist have to report issues or concerns. and reported this issue on Saturday 4/13. Even know the site says they will get back to you in within an hour (during normal business days) I did not receive a response back about my concern until mid day on 4/16. This individual told me that they added an additional required text box about what clients can expect in the first session since my profile was built over a year ago and that needed completing to be able to deemed active on Grow. Regardless of the fact that this was never made clear to me in writing by Grow prior to this point, I immediately completed this section in my profile. As per the request of the support person, I also immediately let them know. That was on the 16th. Late on the 17th after many messages back to Grow, I received a message that said they were going to try to look in to this matter further to determine why my profile was not viable. I have not heard anything from Grow since. Out of concerns for the mental health of the three individuals waiting to see me , I have referred them elsewhere. Grow has no other way for me to communicate except through the online support system. I am at a loss as to what else to do then file a complaint on the BBB in an effort to take this issue seriously. It has had a big impact on the mental health of those seeking my care and on my practice with grow. I need help in resolving this issue.

  

  Business Response

  Date: 05/05/2024

  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 Answer

  Date: 05/07/2024

  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. While the company took three weeks to resolve and consistently tried to tell me it was something on my end, it was again an issue with their technology. I have little faith in Grow Therapy technology however the issue has been resolved to my satisfaction.
  Sincerely,
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:04/16/2024

  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.

  Provider through grow therapy no showed appointment on Feb 8, 2024. I canceled all future appointments due to provider canceling frequently and delay in rx refills. Notified grow therapy of being charged for appointment that didnt occur. Grow therapy responded that they are a platform and it is up to the provider. Grow therapy also states on website that you will be refunded if providers dont show for appointments. I requested that my credit card be removed. Rep stated that it CANNOT be removed and assured me there would be no further charges as long as I dont make any more appointments. The provider continues to make appointments for me even though *** asked them and grow therapy to stop. They wont! They just let it happen. Ive requested that my account be closed. They offer other suggestions that are irrelevant.

  

  Business Response

  Date: 04/26/2024

  We appreciate you bringing these concerns to our attention. Our team has followed up with you 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 at **********************************.
  

  Best,
  Grow Therapy Team
  

  
  

• Initial Complaint

  Date:04/15/2024

  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.

  I had an appointment through Grow in December of 2022 with a nurse practitioner named ****************** in ********. I verified my insurance through the site beforehand and was told unequivocally that my provider was covered. The provider sent me a link for only 30 minutes of the scheduled hour long appointment and explained that he did not need as long as an hour to conduct the appointment. I assumed he would update this info through the site and bill accordingly. However, Im not sure if my insurance was never billed despite me completing all requisite paperwork. I was charged an out of pocket rate of $150 per half hour for an hour long session. The provider was ten minutes late to the session and we concluded early, so I was billed for an hour long session that lasted, at most, ***** minutes. The bill came out to $216.54 and this company has attempted to charge my credit card on file probably 20 times since this appointment. I have tried calling them but they only direct you to email them and message support, but *** never been able to get an answer from them and Ive sent probably 30 messages at this point and 3 emails. I was working with another provider the last few weeks before I realized that I was billed incorrectly for this 2022 appointment. On this site they canceled all my upcoming appointments with my providers with no response to my concerns. Im extremely frustrated and dont know what else to do so that they stop trying to charge me this money. I tried to contact my bank but I cannot flag the charge until it goes through. I had other issues with this same provider incorrectly billing me through lifestance. It seems he is not billing his patients correctly. I have other bills where he billed me for in office visits even though we did Telehealth and for a length that I was not in the appointment. I can provide in a separate statement of the bbb is interested, re lifestance health and ***********************.

  

  Business Response

  Date: 04/26/2024

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

  Customer Answer

  Date: 04/29/2024

  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,
  
  ***************************