ComplaintsforThriveworks Administrative Services, LLC

• Initial Complaint

  06/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company does not respond to inquiries regarding misleading information or charges they did that were not authorized.

  Business response

  06/27/2022

  Hello- We have confirmed that our billing team has reached out to this client to go over any questions/concerns. We encourage the client to communicate with the billing representative in order to solve any issues as soon as possible.

• Initial Complaint

  06/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I've filled out a self pay document back in 9/21, they're continually charging not only my insurance, but they're also charging me more than the self pay rate. I've been paying 117$ per session when it should be 99$. I've also had 1,250$ taken out of my account in the past 3 weeks with no notifications, breakdown of the bill or reasoning as to why it's happening. I've contacted them over the course of 3 months, and I've gotten nothing in return. I have no money for bills as they're taking everything out of my account and still charging the insurance even after I opted out in September.

  Business response

  05/26/2022

  Hi there - we're so sorry to hear about these issues! Our priority is for our clients to have a positive experience from start to finish and we would like to make this right. We have confirmed with our billing and support teams that they are looking into this matter and will be reaching out to the client to assist. We strongly encourage the client to continue to communicate with these teams so we can help resolve this matter in a timely manner.

  Business response

  06/27/2022

  Hello- We are sorry to hear about this billing issues! We have confirmed that our billing team has reached out to the client to assist further. We encourage the client to continue to communicate with the billing representative in order to resolve this issue in a timely manner. 

• Initial Complaint

  06/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Thriveworks has continued to charge every month despite cancellation, and refuses to refund.

  Business response

  04/19/2022

  Hello, we're so sorry to read this. This sounds completely frustrating and is the exact opposite of the experience we want anyone to have at Thriveworks! We'd like to see if there is anything we can do to assist. Would you be willing to email us at ************************

  Business response

  06/27/2022

  Hi there - we're so sorry to hear about these issues! Our priority is for our clients to have a positive experience from start to finish and we would like to make this right. We have confirmed with our support team that all refunds due have been processed, and that they have reached out to the client to make them aware and apologize for any miscommunications. We believe this issue to be resolved but encourage the client to continue to communication with the support team is there are any further questions/ concerns.

  Customer response

  06/27/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. The business has resolved this issue. Regards, ******* ******

• Initial Complaint

  06/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had multiple issues with this company overbilling me in lieu of several hundreds of dollars. Even after contacting them to resolve the issues, they've returned to overbilling me. I have had one appointment with them per month for the last three months, at a rate of $99, and they've charged me for those appointments ---and then charged me $300 more. This has happened multiple times, even after I've complained to them about the issues. As a mental health care provider, this is absolutely wrong and they should be avoided.

  Business response

  05/05/2022

  Hi there - we're sorry to hear about the billing issues! After reaching out to our billing team, we were able to confirm that they've attempted to reach out to you to help solve the issue. Unfortunately, they have not heard back from you yet. We strongly encourage you to reach out to our billing team as soon as possible so we can help you resolve the issue in a timely manner.

• Initial Complaint

  06/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have provided thrive works with the insurance information to bill for treatment on 2 occasions. They have billed my bank twice over drawing my account. This issue has been brought to their attention on multiple occasions, where they addressed that they would fix it and refund me, and they still have not. They were also told they were not authorized to use the card on file any longer in writing due to their error twice. I've been advised I be refunded this money by 3 different employees Miracle, Erica and Sherelle but they keep billing the card. I would like them to refund my money and bill the insurance on file as they stated, they would do and correct the issue.

  Business response

  04/19/2022

  Hello ********, we're so sorry to read this. We want to assure you that we truly care about our clients and want them to have a positive experience from start to finish. The experience you've described with billing sounds really frustrating and we sincerely apologize for that. We certainly hope that this matter has been resolved at this time, but if it has not, please do not hesitate to reach out to us at [email protected]. We would like to do anything we can to assist and make this right.

  Business response

  06/28/2022

  Hi there - we're sorry to hear about the billing issues! Our priority is for our clients to have a positive experience from start to finish and we would like to make this right. We have confirmed with our billing team that they have reached out to you to assist in solving this issue. We strongly encourage you to continue to communicate with these teams so we can help you resolve this matter in a timely manner.

  Customer response

  07/18/2022

  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 did get confirmation of the reimbursement.  Regards, ******** ******

• Initial Complaint

  06/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up with Thriveworks to get help. I didn't know there was a monthly subscription that will continue regardless of me ending the help I needed. I stopped getting their services a on Nov 2020 but the monthl subsciption kept going until my CC on file expired and I received a notificatoin from them that the monthly transaction failed. They could have kept charging me for years. I was no longer using their services but they keep on charging. THEY DON'T CALL YOU OR EMAIL YOU SEE WHY YOU ARE NOT USING THEIR SERVICE, THEY JUST CHARGE YOU. I called them 2 times and asked for my money back for hte months were I didn't use their services. They refused, I'm just one customer, what can I do to them, they can ignore me and move on.

  Business response

  07/08/2021

  The customer will be reached out to in order to refund any money that was collected that should not have been. We will assist the customer in reclaiming any money that was billed incorrectly and then find the reason why the customer was continually billed.

  Business response

  06/27/2022

  Hello- we are sorry to hear about these issues. We have confirmed with our support team that all refunds due have been processed, and that they have reached out to the client to confirm this and assist further if needed.

• Initial Complaint

  06/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Thriveworks has been over charging me for mental health services. I paid a bill over $1000 covering services from December 2021 to April 2022. I found out through my insurance that they were charging me as self pay instead of my insurance without my knowledge from January 2022 to April 2022. I overpaid my bill for all of those services between that time and they continue to charge me for previous services. The date in question is February 18,2022. I want to know why I am still being charged for services I already paid for. Their billing department has now informed me that they never charged me as self pay, which is a blatant lie. I've attached the receipt that shows I've already paid and the current statement.

  Business response

  06/22/2022

  Hello- We have confirmed with out billing team that they have reached out to this client to assist in resolving the concerns listed here. We encourage them to continue to communicate with the billing representative in order to solve these issues as soon as possible.

  Customer response

  06/22/2022

  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. I continue to be billed for services I have already paid for. Regards, ******* ********

  Business response

  07/01/2022

  Hello-  We have confirmed that our billing team has reached out the client to go over claims information and ensure everything is clear. We believe this issue to be resolved but encourage the client to communicate with the billing representative if there are any other questions/concerns. 

  Customer response

  07/20/2022

  Hi, I believe it has been resolved. I haven’t received any more billing statements from them. Thank you. ******* 

• Initial Complaint

  06/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On or around December 2021 I enrolled at Thriveworks counseling. After one appointment I learned that they were unable to assist me as they cannot practice in my home state of *************. I cancelled enrollment and have had no service or appointments since. Since this time, I have been getting billed randomly and multiple times every month, two to three times a month for amounts ranging from $20 to $80. Overall I've been billed approximately $300. Despite numerous phone calls, emails, and assurances that it's fixed I'm still continuing to be billed. The most recent billing was today (5/26/22) for $20.

  Business response

  06/27/2022

  Hello- We are so sorry to hear about this billing issues! We have confirmed with our billing team that all refunds due have been processed and that our team has reached out to the client to go over the refunds and apologize for any miscommunications. 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

  06/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was told upon scheduling an appointment and also it is listened on their website that sessions are only 99 without insurance and 29 with insurance. After they began secretly charging me 250 multiple times. I reached out to them and the billing department multiple times and this problem still continues, even after canceling my account and emailing and calling about this problem. I even had to reach out to my bank yo dispute these charges. They blatantly lie to the clients about fees and they don't alert before charging or even sending invoice or anything, even after being asked. This place takes advantage of people seeking help and that is wrong and they should be avoided. I will be contacting a lawyer because no one, especially people seeking help should be lied to and scammed.

  Business response

  06/28/2022

  Hello- We are sorry to hear about these issues. We have confirmed that our billing team has been in touch with this client to go over claims and payments. We encourage the client to continue to communicate with billing if they have any other questions/concerns.

• Initial Complaint

  06/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi, A little bit about me, My name is ******** *****, I'm 26, I'm disabled and I'm living of my monthly SSDI payments. I'm reaching out to the BBB for some help reviving a refund that I was already told I would receive by numerous employees at Thriveworks (I believe all phone calls are recorded). I keep calling and I am told that they can't do anything about the refund, that they can only see the transactions that were made and that in fact I do need a refund. All they are able to do is write an urgent email regarding my refund to the billing team and the supervisor. I have no way in getting in contact with the billing team or supervisor and keep being told I will get a email from them once they get the other team members email. This has effected me financially a lot. *Why A refund is required: I contacted on October, 2021. I contacted them because my Doctor, ***** **** referred me to ****** *****; an online counselor at Thriveworks. When I first reached out I was told that "here at Thriveworks we Strive to help you live a happy and healthier life". This sounded great, I called my insurance company to make sure that my copays would be affordable and was told it would be a $5 copay per visit with my counselor. I called Thriveworks back and told them I'd like to schedule an appointment with ****** *****. At the end of the call, after setting up my appointment, I was informed that there is a $39.00 monthly fee. I immediately explained that I would not be able to afford the monthly fee and was sorry but had to stop the process. After being put on a brief hold the employee came back after speaking with her supervisor and informed me that they will give me a 2 month free trial and said that they wanted to make sure I was able to get into therapy and money wasn't an issue. I was happy and proceeded with the process. The next step was they needed my debit card on file to charge me for the copays. I was again very reluctant but was told (full page in pictures I attached

  Business response

  06/28/2022

  Hello, we're so sorry to read this and apologize for any miscommunications that occurred. We want to assure you that we truly care about our clients and want them to have a positive experience from start to finish.We have confirmed that any refunds due have been processed for this client. We believe this issue to be resolved but encourage the client to reach back out to us if there are any further questions/concerns. 

*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. ↩