ComplaintsforThriveworks Administrative Services, LLC

• Initial Complaint

  06/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I’m writing about billing practices of Thriveworks Counseling. My wife, ****** ******, was a terminally ill cancer patient who had two counseling sessions (Dec. 8 and 15, 2021) with Thriveworks. On May 16, Thriveworks sent an invoice for $13.47 for the Dec. 15 session. I sent them a check. On May 18 they charged our **** card $13.47. When I called (26 min call) on May 23, 2022 to inquire about this double-billing, they said they would look into the matter call me back within an hour. Nobody called. Four hours later, I called again (28 min.), was told they had issued a refund, they were looking into it, and someone would call me back. They did not return my call. No refund had been issued. That same day, I received a statement from **** ***** showing they too had been billed, and paid, for the Dec. 15 session, making three times Thriveworks billed, and was paid, for the same work. On May 23 I sent two emails to Thriveworks explaining and documenting the three separate payments for the same work. No response. I called again on May 24 (1 hr. 21 min.) and was told they would refund the $13.47 charged to my **** but would not refund the money paid by check. The person with whom I spoke said I needed to get the refund from **** *****. That made no sense since **** ***** did not get my money, Thriveworks did. I made a second call (50 min) to Thriveworks on May 24. They promised a supervisor would call. Nobody called. I called **** *****. They confirmed they had paid the claim electronically on April 19, about one month before Thriveworks sent a bill for the same session and then also charged our credit card. I made additional calls on May 26, 31, and June 14. Having spent hours on the phone, I conclude this is a deliberate tactic to frustrate people to just give up. While $13.47 may not seem like a lot of money, it is disgraceful that Thriveworks takes advantage of terminally ill cancer patients and their grieving families.

  Business response

  06/21/2022

  I have emailed this client that we have refunded the $13.47 on 06/17/22. Let me know if there is anything else you may need on this BBB 

  Customer response

  06/24/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action has not yet resolved my complaint.  For your reference, details of the offer I reviewed appear below. They have NOT sent me an email of any sort regarding this issue, let alone one saying they have sent a refund. I have NOT received the refund of the $13.47 that is owed. Their response to your inquiry is the fourth time since May 31 they have said they would refund the money within a few days and each time have failed to do so. I cannot accept as remedy another meaningless "the check is in the mail" response. I will believe Thriveworks when I actually receive a refund rather than another empty promise. To Thriveworks: When are you going to actually refund my money? Regards, ******* ******

  Business response

  06/28/2022

  Hello- We have taken the following action in regards to this complaint. We have confirmed with our support team that they have reached out in regards to their refund that was processed on 6/17- we recommend checking any spam folder/filters that may have caused them to not see communications from Thriveworks. We estimate refunds take approximately 5-10 business days to reflect to an account and encourage the client to continue to communicate with the support representative if they do not see the refund in this timeframe or have any other questions/ concerns.

  Customer response

  07/01/2022

  I have reviewed the response by the business in reference to complaint ID ********, and have determined that Thriveworks statement is inaccurate and does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I did in fact receive an email from Thriveworks on June 22 that had been flagged as spam. In the email they say they refunded the $13.47 and I would see it "in 5 to 10 days depending on your financial institution" I have received no check from Thriveworks. They can't have transferred directly since they do not have my banking information (and I checked the account just to be sure).  This is five times since the end of May they told me they would soon send a check. I spoke today with someone named ****** at Thriveworks and she told me they were a paperless company and did not issue checks. She also told me she could not talk to me about my deceased wife's account. On the previous 8 calls they had no problem speaking with me. She said they needed documentation that I am the executor of my wife's estate. I am sending them such documentation, per her request, via email to ***********************. I am writing this while on hold with Thriveworks - 1 hour and 27 minutes and counting.When will Thriveworks refund the money they acknowledge they owe me? By what means do they intend to refund the money if they do not issue checks? This seems like they are playing a game, like **** with ******* ***** and the football. "Oh, we'll send you a check soon". Regards, ******* ******

  Business response

  07/12/2022

  Hello- We have taken the following action to address this complaint and resolve this issue. We have confirmed with our support team that the client did receive their refund check. 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

  07/13/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this response is completely wrong.  For your reference, details of the offer I reviewed appear below. I have NOT received a refund check. I have had several phone calls with someone from their billing department since July 7, including Monday July 11. She has confirmed a check has NOT been sent. She has contacted two of her supervisors to find out when a refund check will be issued and has thus far not gotten a response from them. She promised to call when she had that information and has not called with same. I have been told multiple times since the end of May that a check would be sent within a few days and it never gets sent. To say I have received a refund is completely in error or an outright lie.  Regards, ******* ******

  Business response

  07/18/2022

  Hello- We have confirmed with our support team that a check was sent out on 7/12 and that a member of our support team has reached out to confirm this with the client as well. If there is any further assistance we can provide, we encourage the client to continue to communicate with the support representative.

  Customer response

  07/24/2022

  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 will wait for the business to perform this action and, if it does, will consider this complaint resolved. THANK YOU BBB FOR YOU ASSISTANCE IN THIS MATTER.Regards, ******* ******

• Initial Complaint

  06/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On May 12th, 2022, I was charged $99 by a company called ThriveWorks. I don't know this company and have never used them. When I emailed them, they confirmed that I am not a patient at their clinic. After going back and forth with them for 3 weeks, they still have not explained to me how they got my bank account information and are refusing to give me my money back. I also need them to removed my financial details from my records, because I never authorized it which is financial fraud.

  Business response

  06/10/2022

  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.

  Customer response

  06/10/2022

  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 will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, **** ******

• Initial Complaint

  05/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I started virtual therapy appointments at Thriveworks in March and decided to claim them via *****. During my first appointment, I was asked for a credit card they could keep on file as a back-up. I gave the information of my ******* *** card. By April 4, 2022, I had 3 insurance claims made by Thriveworks to my insurance for appointments on Mar 17, Mar 24 and Mar 31. The remaining balances were sent to my HSA portal so I could pay them. The balances were: $109.61 for Mar 17, $107 for Mar 24 and $71.21 for Mar 31. By April 5 I had approved the claims and the money was debited from my HSA. On April 7, my ******* One card was charged $216.61. On April 14 it was charged for $71.21. I had already reached out to Thriveworks for the first charge and hadn’t heard back but by the second charge I realized they were connected to my first three appointments. The $216.61 was the combo of Mar 17 & 24 and the $71.21 was Mar 31. So I was charged on two different payment types for the same three visits and, in total, I was overcharged $287.82. I contacted Thriveworks Billing for the first time on April 13, 2022 for the $216 charge on my credit card and never heard back. Then I reached out on social media April 15, when I realized my credit card had been charged again, to try and get in contact with someone in support as they weren’t answering in the Help chat on their website either. On April 26 , Ron Burr in the Billing Department reached out to me via a new email and I brought up the issue with him. I provided credit card statements and statements from my HSA account showing that were were double charges and that my HSA claims were all received by Thriveworks. It is now May 26 and it’s been almost two months and I’ve received no resolution. I keep getting told my case is being escalated but I’ve seen no results.

  Business response

  06/09/2022

  Hello, We are so sorry to hear about this frustrating billing experience. At Thriveworks, we truly care about our clients and want them to have a positive experience from start to finish, and from what you have described, its clear we fell short in this case. We have confirmed with our billing team that they have reached out to you to work to correct these billings issues. We encourage you to continue to communicate with the team so we can help you resolve this matter in a timely manner.

  Customer response

  06/13/2022

  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. Though, in their response, Thriveworks acknowledges my claim to be valid, there has been no move by the company to actually resolve the isssues and refund the overpayments they collected. Instead, Thriveworks claims that someone from Billing is working with me to resolve things. That is not true — the last correspondence I’ve received from anyone in Billing was on May 18th, almost a month ago, telling me things were being ‘escalated’. There has been no follow-up or response since. Acknowledging the problem does not solve it and Thriveworks has made no effort on their part to solve things.  Regards, ******** *****

  Business response

  06/14/2022

  Hello- We have taken the following action in regards to this complaint. We have confirmed with our billing team that they are in the process of reviewing all charges to ensure they are billed correctly, and that they have reached out to the client to update them and apologize for any miscommunications/delays. We believe this issue to be resolved, but encourage the client to continue to communicate with the billing representative if there are any further questions/concerns. 

  Business response

  06/14/2022

  The billing representative looking into this issue has confirmed with our payment posting team that all payments were accounted for and applied correctly. They reached out to the client yesterday to go over how the payments were applied and any remaining balance due. Please let us know if you need any more information!

• Initial Complaint

  05/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Thrive Counseling/ThriveWorks has repeatedly tried to charge me for the out-of-pocket cost of 3 counseling appointments, refusing to apply my new insurance to the balance. My job switched from ****** ********** to ****** in December 2021 and I have called and emailed ThriveWorks more times than I can count to get them to process my new insurance. Each time, they say they will fix it but my bill lists an inaccurate amount. With ******, my co-pay was $21.92 for each session. ThriveWorks is trying to charge me $73.06, $109.59, and $109.59 for 45 min, 60 min, and 60 min appts on 1/5, 1/19, and 1/26/22. Inexplicably, ThriveWorks did process my ****** insurance for my final session on 2/16/22 for which my balance due is $30, seemingly my new ****** co-pay, which is very reasonable. ThriveWorks has spent months sending me bills with alarming messages like "THIS ACCOUNT IS SERIOUSLY PAST DUE, PLEASE CONTACT OUR OFFICE IMMEDIATELY!" but will not rectify this issue. My 2/16 therapy session was my final session with ThriveWorks because my therapist repeatedly no-showed, cancelled, and delayed our scheduled sessions, none of which I received any sort of discount or compensation for. When I reached out to my therapist about this, she told me to find a new therapist. So now I have no therapist and I have been fighting with ThriveWorks' billing department for many months. I would really like to have this resolved. Please adjust the patient balance to the proper amount, or better yet, give me a discount from the proper amount given all the hassle and incompetence from ThriveWorks, and all the hours I have spent trying to iron this out. BBB, please see attached the many emails detailing my attempts to rectify this. Unfortunately, I do not have records of the calls' contents, but I have called ThriveWorks to attempt to fix this in April, March, February, and December, at minimum, once with ****** on the line, to no avail. Thank you for your time.

  Business response

  06/03/2022

  Hello- We want to assure the client that we take these claims very seriously, as our goal is for everyone with Thriveworks to have a positive experience from start to finish. We have confirmed with our billing team that they have reached out to the client to assist further. We encourage them to continue to communicate with our billing team in order to resolve this issue as soon as possible. 

  Customer response

  06/03/2022

  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 have not gotten a corrected statement. My billing portal still shows incorrect charges. I have been in communication with ThriveWorks for months and this has still not been resolved. I am not looking for more empty promises from ThriveWorks. I am looking for corrected, nonfraudulent billing. Regards, *** *********

  Business response

  06/07/2022

  We have confirmed with our billing team that they are in the process of reviewing all claims to ensure they are billed correctly, and that they have reached out to the client to update them. This process can take some time in order for billing to work with the insurance company to update the account. We encourage the client to continue to work with the billing representative to ensure that all concerns are resolved as soon as possible.

  Customer response

  06/10/2022

  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. ThriveWorks sent me another INCORRECT statement on Tuesday 6/7 (following my 5/24 BBB complaint), THREATENING to charge my credit card on Wednesday 6/8 if I did not pay. THANKFULLY, I happened to get a new credit card in recent months due to a breach of my old card, so ThriveWorks couldn't succeed in FRAUDULENTLY charging my credit card. This business should not exist. Regards,

  Business response

  06/14/2022

  Hello- We have taken the following action in regards to this complaint. Our billing team has confirmed that they were able to work with the client's insurance and that all claims have now been filed correctly. They have reached out to the client to ensure that they are aware and apologize for the delays/miscommunications, as well as provide an updated statement. We believe this issue to be resolved but encourage the client to reach back out if there are any other questions/concerns.

  Customer response

  06/17/2022

  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 finally processed my insurance for the three aforementioned sessions, my "balance" decreased from $450 to the proper $250, which I paid, and now the problem is resolved. Regards, *** *********

• Initial Complaint

  05/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am basically requesting reimbursement for services that were not rendered to me; however, I was charged for them over a period of time: I sought mental health counseling beginning May 11, 2020. In order to receive counseling from this organization a "membership fee" was required. This membership fee amounted to $39.00 per month and was charged to a credit card of mine. I ended counseling services on or before December 2020. In March of 2022 I discovered that from this date until March 2022 I was charged this membership fee even though I received no services. I called to stop the fee from reoccurring and to seek reimbursement for 15 months of service that I did NOT receive. I called and inquired about this fee (that was continually charged on my credit card) on March 15, 2022. This organization could not find any of my records but apparently realized I was needlessly charged. My credit card statement shows that I was reimbursed for ONLY 3 months. I called today (5-23-22) to be told that only 3 months could be reimbursed, according to "company policy". I am seeking reimbursement for an additional 12 months of service that was not rendered to me but that I was charged for. Thus I am seeking to reimbursed for $468.00. I am submitting two pdf's of my redacted March 2022 credit card statement: Page 2 shows the three reimbursements mentioned above and Page 3 shows that I was charged $39.00 for services ended back in December of 2020.

  Business response

  05/24/2022

  Hello, We are sorry to hear about this miscommunication. We have confirmed with our support team that they have reached out to the client to assist and refund any overcharged amount. We strongly encourage them to continue to communicate with the representative if there are any other questions/concerns. 

  Customer response

  05/25/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The business has agreed to refund 12 months of excess charges amounting to $468.  Their recorded message to me (5/24/22) was that it would take 10-12 business days to process the refund.  Should this refund not occur I will get back to you.  Thank you for your assistance. Regards, ****** *****

• Initial Complaint

  05/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Note to business below. I expected to pay $99/session for counseling. I have been charged $707 for 4 sessions at this point. My inquiries require constant follow up, and none of my issues are actually being addressed. Their marketing is incredibly misleading. "Please provide an update ASAP on the following issues. -I was billed twice in March for my $39 membership fee, once on 3/11 and once on 3/14. I need $39 refunded ASAP, this was already confirmed via email with Thriveworks but nothing has been done regarding a refund -Charged $395 for an initial psych eval fee. THis was never explained and is a ridiculous amount that I would have never consented to -Billed $248 per additional session through insurance. My expectations based on the initial conversation with Thriveworks that each session would be at worst $99/session self-pay. If this is not the case per the recording as I am being informed, then I need to be provided a copy of that conversation for review. -Please also see the link below, in which self-pay rates for my provider (**** *******) are listed as $99 for the first session and $99 for each session after. I don't know how much clearer it can get that your billing practices are incredibly misleading. You owe me a $300 refund, i want to self-pay at $99 per session. Nothing short of this is acceptable. ***** *****"

  Business response

  05/16/2022

  Hello, we are so sorry to hear about these billing issues! We have confirmed with our team that this is being looked into and they will be reaching out to the client to assist further.

  Business response

  05/26/2022

  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 resolve this issue in a timely manner. 

• Initial Complaint

  05/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Thriveworks has charged me multiple for fees that they cannot offer an explanation for these false charges and has over charged me numerous times. For a total of $457.00 and the billing department will not respond to emails or phone calls. My co pay is $20.00, and on 11/22/21 I was charged $40.00 , on 12/1 I was charged $40.00, on 12/2 I was charged $258.00, on 12/9 I was charged $99.00 and on 12/17 (after I canceled services completely on 12/12) I was charged $20.00. I would like my money back. I have called the company beginning on 12/7 almost every day and was told someone from billing will call by the end of the business day. No on has returned a phone call, numerous emails have been sent to billing without a response. The supervisors will not speak with me and I just want my money that I was overcharged to be returned. It has been two weeks and after many attempts I could not access the billing department.

  Business response

  05/27/2022

  Hi there - we're sorry to hear about the billing issues! We have confirmed with our team that this is being looked into and they will reach out to the client directly to assist further. It can take our billing team up to a few days to review billing and payment issues, but someone will reach out as soon as possible.

  Customer response

  06/01/2022

  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 made this complaint 7 months ago and not only are they just now responding but it took weeks to actually hear back when I initially reached out to them in December 2021. This week they falsely charged my bank account AGAIN and then gave me a refund when I canceled services in December. Then they are saying that I owe additional money that I did not owe as of January 2022 (again I have not used their services since December 2021) and I have already received the explanation of benefits from my insurance providers for the dates in question. Their response is not only late, but is creating more issues and takes advantage of individuals using their services for mental health services.  Regards, ****** ******

  Business response

  06/06/2022

  At Thriveworks, our goal is to provide a positive experience from start to finish, ad we have taken the following action in regards to this complaint. We have confirmed with our billing team that any refunds due have been processed, and our support team has reached out to notify the client of this refund and assist further if needed. We believe this issue to be resolved. We encourage all clients to leave their feedback, be it positive or negative, so that we can better understand each individual’s experience and 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

  06/09/2022

  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 will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ****** ******

• Initial Complaint

  05/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My wife ********* had been using thriveworks for behavioral therapy for quite some time in 2021, and our health insurance was covering for her at the time but then they stopped. She had an appointment over the phone with one of their counselors back in January but had come down with COVID the day of her appointment, and she negotiated with her counselor that she was not going to be charged for having a missed appointment. This was all back in January. Now as of yesterday they charged her/us $113.00 for the missed appointment.

  Business response

  06/07/2022

  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 team that they have reached out to you to assist in solving this issue. We strongly encourage you to continue to communicate with our team so we can help you resolve this matter in a timely manner.

• Initial Complaint

  05/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My daughter started with Thriveworks in July 2021 and stopped seeing them in October 2021. Throughout her visits the company billed my credit card and my insurance for her visits and would not stop double billing until March 2022. I was able to get back some of my money but there is$224 dollars that they still refuse to refund. I am done trying to recover my money but the unethical billing practice of double billing insurance and getting paid and also billing my credit card on file ( which they insist they have before you can set up an appointment) should be looked into. I cannot believe I am the only one that has experienced this. There has to be some oversite for this type of activity.

  Business response

  05/19/2022

  Hello - 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 it is clear that we fell short in this case. We have confirmed with our billing and support teams that they have reached out to you to assist in solving this issue and have issued refunds. We encourage you to continue to communicate with these teams so we can help you resolve this matter in a timely manner.

• Initial Complaint

  04/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Thriveworks keeps my credit card on file even though I have asked them not to. They charge my card without any invoice or prior authorization. They do not provide a receipt. On April 2, 2022 I was charged $117.29 for no reason. I called when I found the charge on April 3 and a representative told me that I was indeed overcharged for a mistake they made with my insurance and I was due a refund. After a week and I didn't get my money back, I emailed their billing department on April 6 and April 13 and have been completely ignored. It has been almost a month since I was told I was due a refund. I want my credit card removed from their file so they can't charge it at will and I want my refund of $117.29 immediately.

  Business response

  04/26/2022

  Hi *******, 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 it’s clear that we fell short. 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 *********************** . We would like to do anything we can to assist and make this right.

  Business response

  06/06/2022

  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.

  Customer response

  06/06/2022

  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 will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******* ********

*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. ↩