ComplaintsforThriveworks Administrative Services, LLC

• Initial Complaint

  07/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Thriveworks provided me with online therapy services between January 14th and May 23rd of 2023. During this time, I was charged on a per-session basis and was advertised to as such both when searching on the internet for their billing structure and when speaking with a Thriveworks representative on the phone to set up my appointments. Most of these charges were about $150 per session, with all but $25 covered by insurance. Several months later (unsure of exact date), without prior warning and without having used their services, I was notified of an outstanding $300 charge that had somehow been added to my account and somehow the company had lost the card information on file. After calling them and deciding to simply pay the fee without asking for an invoice, I thought I was in the clear and the charge had been paid. Four days ago (July 25th, 2024) I received an email from Thriveworks claiming this account had still not been paid off and threatening to send my account to a collections agency if not paid within five days. This email had an invoice attached, however, and on the invoice it shows that each session was fully paid off, but there was a sudden $300 tacked on to the money due with no charge listed. Not only should this charge not have occurred, but there was indeed a card on file with the necessary funds so there is no reason Thriveworks should be claiming there isn’t. A search online showed that this has happened to at least two dozen other people I could find by Thriveworks where sudden charges occurred without explanation and the billing department was dodgy with answers. I have no choice but to pay this fee due to the threat of being sent to collections and have no time to fight it due to being told the problem was cleared up. Their website regarding billing at ******************************** emphasizes that the only charges are on a per-session basis, which is not the case. Other people in therapy are likely more vulnerable Thank you for your time

  Business response

  08/01/2024

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account and email and phone call communications with the client, we have successfully received a payment of $300 from the client. This payment covers the 12 appointments attended, with $25 copays per visit as per their insurance coverage. We have contacted our billing operations team to request the removal of the client’s collection status and are currently awaiting their confirmation.We believe this issue to be currently resolved on our end, however we encourage all clients to leave their feedback so that we can work to make any necessary improvements. If there is any further assistance we can provide or if the proposed solution is not satisfactory, we encourage the client to reach back out to us.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  "You will also be at risk of any unpaid overdue balance being sent to a collections agency." This is what it states when you set up a payment plan on the contract. I set up a payment plan to pay out balances and I was paying $173 a month on my account. Unbeknownst to me, there was an overdue balance of $800 that was due and the company without authorization from me charged my card on file $800. Then when I called to have the funds returned they told me they could only return 75% of them they needed to keep 25% as a good-faith payment. I had just made a payment of $173 the day before. This company is about profits, not people. I asked several times to speak to a supervisor and the poor girl would not put one on the phone then I started getting so upset that one magically appeared, and they admitted to taking the funds out without prior authorization and could see no wrong in how that would have an impact on a person's livelihood. He also admitted to forgetting to call me back yesterday because he was in meetings all day. When he did call me back ***, the Supervisor, kept telling me that the payment plan wasn't working and that he was only able to refund 50% of my funds, which I was not accepting as an answer. I told them that if they can take it out, they can put it back in. I have worked in several customer service places, and they need to update their policies and follow what their policies state. What an awful company. This is the second time Thriveworks has stolen money from me due to balances on the account. I will not work with this company anymore. A place you go to for therapy should not cause you to need more therapy. Definitely do not leave a card on file!

  Business response

  07/29/2024

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account and a first outreach on 07/22/2024 we did explain to the client that the $800 charges were not included in the original payment plan that they had previously set up and any new payments cannot be added to an existing payment plan. That is why when the client set up a new payment plan, the existing plan had to be canceled, and then the new payment plan agreement must be completed and a new Good Faith Payment must be collected for the new total balance. While we are unable to provide any additional refunds aside from the $600 that was already refunded on 07/19/2024 due to the charges being valid, we know that the billing can sometimes be a frustrating part of this journey. We did send a final outreach to the client on 07/24/2024 but have still not heard back from the client.We believe this issue to be currently resolved on our end, however we encourage all clients to leave their feedback so that we can work to make any necessary improvements. If there is any further assistance we can provide or if the proposed solution is not satisfactory, we encourage the client to reach back out to us.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I scheduled an appointment with a therapist through this company, they told me that there was a no show fee of $135. The doctor never showed up and they billed me $135. This company is a scam and something needs to be done about this.

  Business response

  07/15/2024

  Hello- We have taken the following action in regards to this complaint. We have confirmed with our billing team that the refund amount totaling $135 has been processed, and that our team has communicated with the client on 07/15/2024 to clarify any and all charges, as well as apologize for any miscommunications on our part. We believe this issue to be resolved. We encourage all clients to leave their feedback so that we can work to make any necessary improvements. If there is any further assistance we can provide, we encourage the client to reach back out to us.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I made a Zoom appointment and waited in the meeting room for 45 minutes but ********* ****** never showed up. They charged me 135$ for no reason whatsoever. After assuring me I would not be charged.

  Business response

  07/15/2024

  Hello- We have taken the following action in regards to this complaint. We have confirmed with our billing team that the refund amount totaling $135 is being processed and mailed via paper check, and that our team has communicated with the client on 07/15/2024 to clarify any and all charges, as well as apologize for any miscommunications on our part. We believe this issue to be resolved. We encourage all clients to leave their feedback so that we can work to make any necessary improvements. If there is any further assistance we can provide, we encourage the client to reach back out to us.

  Customer response

  07/19/2024

  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

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've been using thriveworks for a year, I received a bill of a no show appointment. I explained to them my technical issue I had with my data on the phone. I called the provider & emailed the provider explaining my situation. Due to my "frustration"; they're standing on this fee. Because I didn't cancel within 48 hours, which that was not my intention. Don't understand how a medical resource cannot assist or be empathize about situation out of a patient control, especially that I've been a loyal & responsible client. I will refuse to use them or any family member with medical needs to thriveworks!

  Business response

  07/17/2024

  Hello- We have taken the following action in regards to this complaint. We reached out to the client on 07/11/2024 explaining out 48 hour cancellation policy. Our aim is to uphold our commitment to quality by prioritizing the impact of the policy on both clients and clinicians. It is crucial to us that decisions affecting our clients align with our mission of helping people live happy and successful lives. Following a thorough evaluation, we meticulously crafted a 48-hour late cancellation policy, which maintains flexibility for our clients while simultaneously respecting the time and value of our clinicians. We did not receive a response from the client so we reached out again on 07/16/2024 but we still have not heard back from them at this time.We believe this issue to be resolved but encourage the client to continue to communicate with the billing representative if there are any other questions or concerns.

  Customer response

  07/22/2024

  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. This was a non-cancelation within their policy. Never - did I called to make a cancellation, the day of my appointment was when I reached out with my concern "issue" due to my data on my phone and the application of zoom. I called their customer service phone number on Sunday at 2:05pm of my appointment their office was closed & afterwards is when I sent an email was sent directly to their team. Unfortunately, it seems this matter wont get resolve but it is very disturbing and I hope they find better ways to help others, when things are out of the patients control. I would not refer anyone to their business or needs.  Regards, ******** ***********

  Business response

  07/31/2024

  Hello- We have taken the following action in regards to this complaint. We reached out to the client on 07/11/2024 and 7/16/2024 explaining our 48 hour cancellation policy. Following a thorough evaluation, we meticulously crafted a 48-hour late cancellation policy, which maintains flexibility for our clients while simultaneously respecting the time and value of our clinicians. The 48 hour cancellation policy is also outlined in our Consent and Service Agreement that the client signed on 05/04/2023. We did not receive a response from the client after the first two attempts so we reached out again on 07/29/2024 but we still have not heard back from them at this time.We believe this issue to be resolved but encourage the client to continue to communicate with the billing representative if there are any other questions or concerns.

  Customer response

  07/31/2024

  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. They've went ahead and charge the card they have on file more than a week ago. I've already went ahead & dispute the charges with my credit card. But this back and forth, getting no where is unfortunate.  I hope they remove my profile & anything link to my name, address & insurance.  Regards, ******** ***********

  Business response

  08/07/2024

  Hello- We have taken the following action in regards to this complaint. We reached out to the client on 07/11/2024, 7/16/2024, and 7/29/2024 to explain our 48 hour cancellation policy. The client has not responded to any of our attempts to reach out. Following a thorough evaluation, we meticulously crafted a 48-hour late cancellation policy, which maintains flexibility for our clients while simultaneously respecting the time and value of our clinicians. The 48 hour cancellation policy is also outlined in our Consent and Service Agreement that the client signed on 05/04/2023. We believe this issue to be resolved but encourage the client to continue to communicate with the billing representative if there are any other questions or concerns.

  Customer response

  08/07/2024

  I have reviewed the response made by the business in reference to complaint ID 21969195, and the business (Thriveworks) is repeating their last message & their policy. Which completely skips over my concern. But Thank you BBB for your assistance.  Regards, ******** ***********

• Initial Complaint

  07/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  It says I have about $900 due, and I haven't gotten anything fixed or even any valuable solutions. I was working on BPD which is a fairly dangerous mental health problem, and I can no longer have it looked into or take medication for it because I've been charged when my insurance was already paying for it. I'd like to reduce the amount of how much you're asking me to pay you. $900 is a bit excessive to not have anything fixed, or even worked on.

  Business response

  07/17/2024

  Hello- We have taken the following action in regards to this complaint. We reached out to the client on 07/10/2024 to explain that the balance on the account was moved to collections in March 2024. The client was offered a payment plan on March 12th 2024 after receiving multiple emails regarding the high balance. The client stated they would call back to set it up but they did not, resulting in the balance being moved to collections. We have not heard back from the client so we sent a final outreach on 07/16/2024 but we still have not received a response.We believe this issue to be resolved but encourage the client to continue to communicate with the billing representative if there are any other questions or concerns.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had an appointment on 5/13 that I was not able to make due to my child being sick. This is not something one can control. I emailed my therapist that I couldn’t make it to the appointment and she responded that it was no problem. On 6/18 I had another appointment that I completely missed because thriveworks doesn’t know how to communicate with me. If you look in my file when I first started seeing ******, I was on the phone with your customer service for quite awhile trying to figure out why I never get emails or texts from you guys. Even the zoom link to the appointment is never emailed to me beforehand and it’s always chaotic and annoying. I literally had no idea I had an appointment because I never got a confirmation, nor a reminder. In short, I would like to be refunded the $270 that I was charged in late fees. Both appointments that were missed were beyond my control. I will no longer be using thriveworks for my therapy journey. I have moved over to ********* where their professionalism and communication is far superior.

  Business response

  07/17/2024

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account we have initiated the process to reimburse the $135 fee charged to the client for the appointment scheduled on 05/13/2024 with ****** *****. Regarding the $135 fee for the appointment on 06/18/2024 at 2 PM with ****** *****, our records show that the client opened the appointment reminder email sent to the email address on file on June 15, 2024, three days before the appointment date. Additionally, clinical notes confirm that the client was also emailed by the clinician at the scheduled appointment time. Due to these notifications and confirmations, we regret that we are unable to issue a refund for this appointment. We sent a client a first outreach attempt with this information on 07/10/2024 and did not hear back so a final outreach attempt was sent on 07/15/2024 but we still have not heard back from the client. We believe this issue to be currently resolved on our end, however we encourage all clients to leave their feedback so that we can work to make any necessary improvements. If there is any further assistance we can provide or if the proposed solution is not satisfactory, we encourage the client to reach back out to us.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Thriveworks authorized that I be removed from work due to extreme mental health condition. The provider I was seeing left the company while I was seeking help to get better. I reached out to Thriveworks for the return to work form since they were the organization who authorized the previous paperwork, and they refused to provide this form unless I pay for treatment and enrollment fees with another provider. Having to pay 100’s of dollars for a simple form to be signed, verifying my condition is absolutely absurd! Thriveworks is keeping me from getting the job!!

  Business response

  07/09/2024

  Hello- We have taken the following action in regards to this complaint. We reached out to the client on 07/08/2024 after reviewing their account. We explained to the client that due to the fact that they haven't been seen by a clinician at our practice since 2021, it would be necessary to see a new clinician in order to have the documents completed. A clinician cannot complete the paperwork for a client that has not been seen in 3 year as they would not know if the client is suitable to return to work or not due to the length of time that has passed since being seen. We believe this issue to be resolved but encourage the client to continue to communicate with the billing representative if there are any other questions or concerns.

• Initial Complaint

  07/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had an appointment on 3/19/24 which should have been billed at my copay rate of $35. Earlier this week Thriveworks charged my bank account $123.46 for this appointment on 3/19 - after reviewing the statement, I checked with my health insurance account and confirmed that according to my claim for this appointment, I had a $0 responsibility for the appointment. On 7/1 I called Thriveworks and after 30 minutes on the phone, got the $123.46 refunded back to my bank account. I still however had a $123.46 charge on my Thriveworks account but assumed they were communicating with my insurance to revise the amount I owed. However, today 7/4 my bank account was charged $123.46 again. Since it is a holiday I am not able to reach their billing department, but I would like to have my money refunded and my card removed from their platform.

  Business response

  07/15/2024

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account and a first outreach attempt to the client on 06/08/2024 we found that the client was charged $123.46 again for the date of service on 03/19. According to our records, the client's insurance has indicated a patient responsibility of $35 for this service. Previously, the client had made a copayment of $20 on 03/20. When they were charged again on 07/04 for $123.46, we applied $15 of that amount towards the full copayment amount that was to total $35. As a result, a refund of $108.46 has been issued to the client. We did not hear back from the client so a final outreach attempt was sent on 07/10/2024, however our outreach attempts continue to go unanswered.We believe this issue to be currently resolved on our end, however we encourage all clients to leave their feedback so that we can work to make any necessary improvements. If there is any further assistance we can provide or if the proposed solution is not satisfactory, we encourage the client to reach back out to us.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company and ***** ***** ******* have tried two times to fraudulently take my money for a service that was not provided. They assured me that my account would be closed and my banking information would be removed.

  Business response

  07/03/2024

  Hello - We have taken the following action in regard to this complaint. We regret to inform that due to the client's request to cease communication, we refrained from reaching out initially. Upon conducting a thorough review of the account, we have found detailed clinical notes confirming the client's attendance at the appointment on 04/11/2024. Subsequently, when we submitted the claim to their insurance provider, a deductible amount of $140.43 was left as their responsibility. Based on the services provided, we are unable to issue a refund.We believe this issue to be currently resolved on our end, however we encourage all clients to leave their feedback so that we can work to make any necessary improvements. If there is any further assistance we can provide or if the proposed solution is not satisfactory, we encourage the client to reach back out to us.

  Customer response

  07/10/2024

  *******  ******* is the insured and responsible party for the therapy sessions.  I was not the one who was insured.  Therefore, since his insurance did not cover the entire amount for couples therapy he would have been the person to bill!!!  I asked for my personal information to be deleted and removed months ago.  They had no right nor my authorization to charge me.  With no warning, no bills sent, no communication.  That's illegal!  They didn't contact ******* about a balance owed either.  It's my bank account they stole money out of.  I want a refund for the entire experience I've had to deal with from Thriveworks.  The "therapist" was severely senile; he couldn't remember our names or who we were the two weeks we did telehealth visits; he sent us personal information about other patients which violated HIPAA laws; then he didn't show up for the 3rd and final session but took it upon himself to charge me for a session he never showed for.  This company is a joke and they just steal money.  

  Business response

  07/11/2024

  Hello - We have taken the following action in regard to this complaint. What the client has stated is correct, however, there are no charges on *********** account, all charges came from *******'s account as the appointments that are listed as couples therapy are under *******'s account. However ********* is listed as *******'s responsible party so they would see this information as well. As stated previously due to the client's request to cease communication, we refrained from reaching out to them directly. Upon conducting a thorough review of both ********* and *******'s accounts, we have found detailed clinical notes confirming their attendance at the appointments on 04/11/2024 and 04/18/2024. The claim's were billed to *******'s **** insurance, and when we submitted the claim to the insurance provider, a deductible amount of $140.43 was left as their responsibility. As per the consent form that both client's signed it states "You consent to Thriveworks securely retaining the credit card information you provide. You are responsible for paying all amounts not covered by insurance via credit card and ensuring your payment information is up to date." Based on the services provided for the couples sessions and the insurance stating the $140.43 was their responsibility per their deductible for the appointment, we are unable to offer a refund.We believe this issue to be currently resolved on our end, however we encourage all clients to leave their feedback so that we can work to make any necessary improvements. If there is any further assistance we can provide or if the proposed solution is not satisfactory, we encourage the client to reach back out to us.

  Customer response

  07/11/2024

  Hello, That is a blatant lie, and you guys finally removed everything off of ******* and I's profiles when I reported you.  My credit card was on my account!  ******* had his insurance and his own credit card on file.  I RECENTLY told you to stop communicating.  Now, what about all the months in between.  Your company doing some sneaky, sneaky shady business.  I asked months ago for all my information to be removed... It didn't happen until just a few days ago.  We were never given a bill or a breakdown of what the insurance supposedly, as you say, didn't cover.  As a company, you must provide such documentation prior to taking money.  Never did your company EVER send myself or ******* a bill.  What do you have to say to that?  What do you have to say for taking my money months after I told you to remove my credit card information?  What do you have to say about deleting/hiding all these fancy lies your company concocted?  Laws are pretty simple and as a company you should follow them.  I reject your offer.  Now, I want ALL of our money back.  Feel free to contact ******* about the billing!!!  I would like this to be public knowledge what your company is doing! ********* ****** 

*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. ↩