Complaints

This profile includes complaints for Thriveworks Administrative Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Thriveworks Administrative Services, LLC has 335 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Thriveworks Administrative Services, LLC

  1000 Jefferson St Ste 2C Lynchburg, VA 24504-1724

• 

  Thriveworks

  4130 Linden Ave., Ste. 145 Kettering, OH 45432

• 

  Thriveworks

  14650 Detroit Ave Ste 110 Lakewood, OH 44107-4210

• 

  Thriveworks

  23811 Chagrin Blvd Suite 315 Beachwood, OH 44122

• 

  Thriveworks Administrative Services, LLC

  2800 Euclid Avenue Suite 500 Cleveland, OH 44115

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:04/21/2025

  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.

  This business does not care about its clients at all and very minimal help in any department. We were late for our appt which they considered a missed appt. Contacted the therapist and call center 20 mins into the appt begging them to let us onto the appointment as I found out they had an outrageous 135$. The session could have continued from there and I was asking just to have a shorter session. If they set aside an allotted amount of time why couldn’t we just use the rest of the time?! I begged them to not charge us the fee explained that we had just put our dog down the night before and everyone was so distraught and I am struggling financially, but they did not care one bit. The call center refused to let me speak to a supervisor or anyone in charge. I never worked with a doctor who couldn’t and absolutely refused to let me explain/waive a fee for someone struggling so much. Would absolutely not recommend this therapy group to anyone based on the sole fact that they are robotic and do not care about their clients at all.

  Business Response

  Date: 04/24/2025

  Complaint # ********Date Received:04/21/2025Customer: ******* *****To whom it may concern,We are writing this note in response to Complaint # ******** received from ******* ***** on 04/21/2025. The complaint pertains to the $135 charge on their dependent's account which ******* is the responsible party of. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint and the clients account we had sent a first outreach on 04/22/2025 stating that we were able to see that we have addressed this matter previously and had already taken internal steps to write off and refund the applied $135 fee on ********* account that applied for the session on 04/04/2025. We did not get a response from our first outreach and a second outreach was sent on 04/23/2025, however we have still yet to hear back.We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,****** **Account Supervisor

• Initial Complaint

  Date:04/21/2025

  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.

  I missed my therapy appoint, and now this company is telling me there is a $135 missed appointment fee. This is over 3 times my co pay amount. This is predatory and abusive.

  Business Response

  Date: 04/22/2025

  To whom it may concern,We are writing this note in response to Complaint #******** received from ***** ****** on 04/21/2025. The complaint pertains to the no-show fee applied to the client's account. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon review of the complaint and the client’s account, we have determined that the no-show fee of $135 for the missed appointment on April 19, 2025, will remain and is not eligible for a refund.On April 21, 2025—the date the complaint was submitted—the client spoke with a supervisor in the morning and confirmed that they missed their appointment due to doing yard work and forgetting about it. The supervisor informed the client that the fee would stand, in accordance with our late cancellation and no-show policy. This policy is clearly outlined in our Consent and Services Agreement, which the client signed on April 10, 2025. The agreement states: “If you do not appear for your appointment and have not canceled more than forty-eight (48) hours prior to the scheduled time, you will be charged a $135 cancellation fee.”The client called back later that same day and spoke with another supervisor (myself), and was again advised that the policy applies and the fee could not be waived. We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,****** **Account Supervisor 

• Initial Complaint

  Date:04/16/2025

  Type:Billing 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 was charged for a therapy session that was not even scheduled last week and could not reach an agreement to get a refund

  Business Response

  Date: 04/21/2025

  To whom it may concern,We are writing this note in response to Complaint # [********] received from ***** ***** on April 16, 2025. The complaint pertains to the client stating she was charged twice a session that was held on 03/31/2025. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint we have reviewed the clients account and found that the client was only charged one time in the amount of $71.40 for date of service 03/31/2025. We reached out to the client on 04/17/2025 and explained that $175 was billed to her insurance for the session, $71.40 was left as her patient responsibility by her insurance company for her deductible amount, and the remaining $103.60 was written off. We sent the client a detailed receipt showing only one charge of $71.40 was processed for their 03/31/2025 session which I have also attached to this response.We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed.We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,***** * Account Supervisor

  Customer Answer

  Date: 04/21/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** *****

• Initial Complaint

  Date:04/01/2025

  Type:Billing 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.

  This healthcare provider is attempting to come after me for a bill which my insurance has already paid and I have the claim approvals to prove it. I have shown these claim approvals to Thriveworks, and they still refuse to honor the payment given by my insurance claiming that they were not paid.

  Business Response

  Date: 04/04/2025

  To whom it may concern,We are writing this note in response to Complaint #******** received from ****** **** on 04/01/2025. The complaint pertains to insurance billing errors. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint and thorough review of the account we have sent two outreaches to the client on 04/02/2025 and 04/03/2025. In these outreach attempts we confirmed that the client still had active insurance coverage from 01/02/2025 to 01/22/2025. As a result, we have corrected the charges previously marked as self-pay for each date of service (DOS) and reallocated them to be billed to their insurance provider, *******. This ensures that the client will not be billed the $640 that was previously left as their patient responsibility for self-pay rates. We have also notified our posting department to update the client's account with the necessary Explanation of Benefits (EOBs) and the client's account now reflects a $0 balance.We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,****** **Account Supervisor

  Customer Answer

  Date: 04/04/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ****** ****

• Initial Complaint

  Date:04/01/2025

  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.

  I am writing to formally file a complaint against Thriveworks Administrative Services, LLC, regarding unauthorized and unexpected charge of $541.62 to me on March 28, 2025. On March 4, 2025, I contacted Thriveworks’ call center to confirm that my ***** insurance would be accepted for therapy sessions. I was assured that my out-of-pocket expense would not exceed $50 per session, out-of-pocket. Based on this information, I scheduled appointments for myself and my son and added my card to the account as required. My son and I attended seven sessions in total. On March 28, 2025, Thriveworks charged my debit card $541.62 without prior notice, violating the agreed $50/session rate. After disputing, Thriveworks refunded $217.26 to my debit card and charged this amount to my HSA account instead. I now have an additional $178.50 balance labeled as “outstanding,” bringing the total unresolved amount to $720.12. Thriveworks did not disclose the potential of inflated fees during our initial agreement. I request a full refund of $541.62 for the unauthorized charge and forgiveness of the $178.50 balance, as it stems from Thriveworks’ billing errors and lack of transparency. This company’s actions reflect a pattern of misleading consumers, as evidenced by similar unresolved complaints on BBB I have attached the following documents to support my complaint: Screenshot of Thriveworks stated quote that was referenced in my verbal conversation confirming the maximum $50/session rate. Receipts showing the charged amount of $541.62 and subsequent HSA charge of $217.26. Bills showing outstanding amounts due of $178.50. Thriveworks’ lack of transparency and failure to resolve this issue has caused significant financial strain and frustration. I kindly request BBB’s assistance in resolving this matter promptly. Thank you for your time and attention to this issue. Please feel free to contact me at ************ ** ****************** if additional information is needed.

  Business Response

  Date: 04/07/2025

  To whom it may concern,We are writing this note in response to Complaint #******** received from ***** ***** on 04/01/2025. The complaint pertains to billing concerns. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the client’s complaint and thorough review of the account, we first reached out on 04/03/2025. In our communication, we clarified that the charges stem from both the client's personal account and their dependent's account (son). During the client's initial call to schedule services, the intake agent they spoke with provided the client with estimated charges as requested by the client. The intake agent confirmed to the client an incorrect amount, for which we apologized and assured the client that leadership would address the miscommunication. However, the agent also advised to the client that they contact their insurance directly to verify their specific coverage benefits, as we do not have access to full coverage details at the time of booking. As noted by the intake agent during the first call to schedule and in the screenshot shared with the Better Business Bureau by the client, the "estimated costs" section indicates that the client's copay could range from $0 to $50, with a disclaimer advising that out-of-pocket costs (including deductibles) vary depending on the client’s specific plan. The disclaimer reads:"This is a common co-pay range for mental health services with an in-network provider, however, you may have a different co-pay or other out-of-pocket costs (such as deductible), depending upon your specific plan's benefits. After confirming that the provider you'd like to work with accepts your plan (over the phone with our support team or on the provider's profile), please contact your insurance to determine your exact financial responsibility, prior to scheduling." During the call with the intake agent and as shown in the screenshot provided by the client, it was emphasized at least twice that the client should contact their insurance to verify their specific benefits coverage for services. We clarified that, since insurance determines benefit coverage, we are unable to refund these charges. These charges were assigned as the patient responsibility due to a deductible set by their insurance and are valid charges for sessions attended. Additionally, we provided a detailed breakdown of charges and outstanding balances for both the client's account  and their dependent account which ***** is the responsible party of. After not receiving a response, we made a second outreach on 04/04/2025, but as of 04/07/2025, we have not yet heard back from the client.We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,****** **Account Supervisor

  Customer Answer

  Date: 04/07/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. My issue stems from the promised out-of-pocket maximum. I was not told to check insurance and no one from Thriveworks has reached out to me for any follow up. I have called several times for an explanation and I have only been told to call my insurance. My insurance company told me that since thriveworks is the company charging me, they should have additional information on why I was promised a lower out-of-pocket charge. Regards, ***** *****

• Initial Complaint

  Date:03/26/2025

  Type:Billing 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.

  This business has charged me/insurance for services as well as took advantage of a service offered through my insurance plan known as *** that offers service at zero cost, resulting in them double dipping when addressing the matter several times they claim they will look into it and have provider bill it correctly after several calls still nothing when I called and asked for an itemized bill of the service they said they don’t have those. This Business appears to be charging patients and insurance incorrectly and this is insurance fraud

  Business Response

  Date: 03/31/2025

  To whom it may concern,We are writing this note in response to Complaint #******** received from ******* ****** on 03/27/2025. The complaint pertains to the *** billing concerns on the client's account. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint, we conducted a thorough review of the client's account and initiated our first outreach on 03/27/2025. During this communication, we acknowledged the client’s concerns regarding the $137.70 charge, which was related to a deductible for their appointment on 03/07/2025 with ****** ******. We explained that in order for billing to be processed accurately, specific codes must be utilized. At that time, we were awaiting the completion of an addendum by the client’s clinician, which is necessary to apply the correct codes for *** billing.Following this, we sent a follow-up communication on 03/28/2025 to check in with the client regarding their experience and to gather any additional details, if necessary. As of today, 03/31/2025, we have not received a response from the client. However, we did send a final email this morning confirming that the clinician has completed the addendum, the claim has been rebilled through the client’s ***, and the $137.70 charge has been refunded as of 03/31/2025. We also informed the client that refunds typically take 5-10 business days to process fully and for the funds to become available, depending on their financial institution.We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,****** **Account Supervisor

  Customer Answer

  Date: 03/31/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******* ******

• Initial Complaint

  Date:03/26/2025

  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.

  I am writing to dispute two unauthorized charges to my credit card, totaling over $250, related to a canceled appointment on March 12, 2025. On March 12, I experienced a sudden and unavoidable family emergency that required me to cancel my appointment. I emailed my provider approximately two hours before the scheduled time. The following day, my credit card was charged an early cancellation fee. When I contacted your office, I spoke with a representative who acknowledged the extenuating circumstances and assured me a credit would be issued. However, this credit was never processed. Subsequently, on March 18, I was charged again for the exact cancellation fee. This is entirely unacceptable. My credit card on file is for agreed-upon payment arrangements, not for these unexpected and unauthorized charges. I demand an immediate credit to my account for the full amount of both charges. This situation needs to be rectified promptly.

  Business Response

  Date: 03/28/2025

  To whom it may concern,We are writing this note in response to Complaint #******** received from ******** ****** on 03/26/2025. The complaint pertains to the two late cancelation fee's in the amount of $270 applied to the client's account. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.After reviewing the details of the complaint, we have determined that the client is eligible for a refund of $266.25 out of the $270 requested. Our records confirmed that the client was initially set up on a payment plan on 03/04/2025 for a total of $266.25, with four monthly payments of $66.56. The issue arose when two $135 late cancellation fees were incorrectly applied toward the outstanding balance on their payment plan, rather than being properly refunded due to an internal error, thus satisfying the client's total account balance. We provided the client with two options in our email exchange:1. Receive a refund of $266.25 via paper check as electronic refunds are not currently an option due to internal errors, restoring their payment plan back to the $66.56 amounts be paid over a 4 month period.2. Keep the account as is with no further balances owed since all debts have been collected.The client agreed to be refunded and have their payment plan restored. We informed them that the refund amount is $3.75 less than requested because that portion was applied to the date of service on 03/04/2025. The claim for this service was processed and sent back to us from the client's insurance on 03/27/2025, after the original payment plan was established, resulting in a patient responsibility of $45 for that appointment. Since balances incurred after a payment plan is set up are not included in the original payment plan, they are expected to be paid separately. The $3.75 retained was combined with the client's $41.25 payment on 03/28/2025, covering the total $45 due for the 03/04 date of service.We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,****** **Account Supervisor

• Initial Complaint

  Date:03/17/2025

  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.

  I recently cancelled an appointment with my Counselor on March 14, 2025. Today I was charged $135 by Thriveworks for cancelling my appointment. I have text message proof that since September of 2024 and me being a patient with Thriveworks, I have cancelled multiple appointments and never been charged $135 before. This is a fraudulent charge that seem to be making up all of the sudden.

  Business Response

  Date: 03/18/2025

  To whom it may concern,We are writing in response to Complaint #******** received from ******* ***** on 03/17/2025. The complaint pertains to the late cancellation fee applied to the client's appointment on 03/14/2025. We regret any inconvenience or dissatisfaction the customer has experienced and take these matters seriously.Upon reviewing the details of the complaint, we reached out to the client for the first time on 03/18/2025. During this outreach, we advised the client that the 48-hour notice requirement is in place to respect and protect our providers' time while also maintaining flexibility for our clients. We understand that cancellation fees can sometimes be frustrating, and we wanted to ensure that the client is aware of the policy outlined in the consent and services agreement they signed on 09/16/2024. Specifically, the agreement states:"If you cancel or reschedule your appointment less than forty-eight (48) hours prior to your scheduled appointment time, you will be charged a $135 cancellation fee. You may schedule a new appointment at any time."Our records show that the client contacted their clinician on 03/14/2025, the same day as the scheduled appointment, to inform them they would be unable to attend. In accordance with the terms of the Consent and Services Agreement, this resulted in the application of the cancellation fee, and therefore, we are unable to issue a refund at this time.In response, the client mentioned having records and text messages from September 2024 indicating that we do not charge a $135 fee for cancellations made within the 48-hour window.After further review, we responded to the client on 03/18/2025, confirming that our records show prior appointments had been canceled within the 48-hour window by the client’s clinician, and in those instances, the cancellation fee was waived. However, it appears the client may not have been fully informed about these exceptions, as waiving the fee in such cases is not in line with our standard policy.In light of the situation, and as a one-time courtesy, we have agreed to refund the client the $135 cancellation fee for their recent appointment on 03/14/2025. The refund was processed on 03/18/2025, and depending on the client's financial institution, they can expect to receive the funds within 5-10 business days. We also reiterated the details of the Consent and Services Agreement regarding the late cancelation policy and kindly reminded the client that if they choose to continue services with us, this policy will be fully enforced moving forward.We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,****** **Account Supervisor

• Initial Complaint

  Date:03/17/2025

  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.

  I decided to try thriveworks and was paired with a therapist with over 12 years of experience. Thriveworks is an in network provider and my insurance covers 100% of in network visits. My therapist did not provide me with any informed consent paperwork and I thought nothing this. The second appointment this therapist read from a self help book and I canceled the session 10 minutes in and told her I’d seek treatment elsewhere. I’m now being charged over $300 because the therapist was not in network visits. When I called thriveworks they argued that it was my insurances policy and then demanded a 3-way call with my insurance provider. My insurance provider informed thriveworks that it was their billing error. Then thriveworks was surprised that clinician was not in network. Thriveworks was entirely unaware of the insurance their clinicians can accept, their clinicians don’t follow the code of ethics, and when I requested the counselors license number they refused to provide it. So many ethical violations here.

  Business Response

  Date: 03/20/2025

  To whom it may concern,We are writing this note in response to Complaint #******** received from **** ****** on 03/17/2025.  The complaint pertains to billing and clinical concerns. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.After reviewing the details of the complaint, we were unable to locate an account matching the specific information provided in the BBB complaint. We initiated our first outreach to the provided email address on 03/17/2025 for HIPAA verification purposes, but unfortunately, we did not receive a response. A follow-up outreach was sent on 03/19/2025, but we have yet to receive a reply to any of our attempts.We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. However, should **** ****** which to discuss this further, we remain available to do so at their leisure. We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,****** **Account Supervisor

  Business Response

  Date: 03/25/2025

  To whom it may concern,We are writing this note in response to Complaint Rejection #******** received from **** ****** on 03/17/2025.  The complaint pertains to billing and clinical concerns. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.After thoroughly reviewing the details of the complaint, we were unable to locate an account matching the specific information initially provided in the BBB complaint. Our first attempt to contact the provided email address was made on 03/17/2025 for HIPAA verification purposes, but unfortunately, we did not receive a response. On 03/22/2025, we received a reply, during which the client successfully verified their information. This allowed us to locate the account and proceed with further assistance.Regarding the concern about insurance, we explained that, after a comprehensive review of the account, we found that the client’s insurance was confirmed as active during the initial verification process. Additionally, the clinician assigned to the client was listed as participating in their plan. However, upon a deeper review of the client's specific insurance plan, we determined that it was, in fact, out-of-network. As a result, all claims were written off, and no balance was left as the client's responsibility. No amount was billed directly to the client, so there is no refund due.In response to the client's concern regarding consent paperwork, we clarified that the client signed the consent and services agreement form on 12/17/2024, prior to their first appointment on 12/30/2024. This form granted the clinician consent to treat the client and provided important disclosures about Thriveworks policies, which we also attached in our email correspondence for the client's reference.Additionally, we engaged our clinical team to further review the client's complaint about their clinician. We informed the client that they may be contacted separately for more information regarding their experience or concerns.We believe that the steps we have taken address the concerns raised by the complainant and at this time we request that this complaint be closed. We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB’s role in facilitating this process. Thank you for your attention to this matter.Sincerely,****** *.Account Supervisor

• Initial Complaint

  Date:03/10/2025

  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.

  03/07/25 I had an appointment with Thriveworks counseling. I called on the 6th the day my husband lost his job and his insurance cut off that day as well...went with his job loss. I explained the situation that I did not have insurance and wanted to cancel. They told me it has to be done within 48 hours or I WILL be charged the whole amount. I had NO control over the insurance loss and did NOT cancel because I wanted to or just couldn't make it...It was something unforseen that affects my life now. This is really bad business practice especially when this is a counseling service and now my ability to pay regular bills is affected. But they took my money out of my account for the session anyway.. I would like a refund as soon as possible.

  Business Response

  Date: 03/17/2025

  To Whom It May Concern,We are writing in response to Complaint #********, received from ***** ****** on March 10, 2025, regarding an applied late cancellation fee. We sincerely regret any inconvenience or dissatisfaction caused to the customer, and we take these concerns seriously.Upon reviewing the details of the complaint, we reached out to ***** to explain our cancellation policy. A breakdown of the policy was communicated to the client on March 12, 2025, and a follow-up email was sent on March 14, 2025, to ensure there were no additional questions or requests for clarification. As of now, we have not received a response to this communication.However, after reviewing the account further, we can confirm that a refund has been issued to the original payment method. This refund was communicated to the client via email on March 14, 2025, and should be received within 7-14 days, depending on the financial institution.We believe that the steps we have taken address the concerns raised by the complainant, and at this time, we respectfully request that this complaint be closed.We are committed to maintaining the trust and satisfaction of our customers and appreciate the BBB's role in facilitating this process. Thank you for your attention to this matter.Sincerely, ******** ** Client Experience Specialist