ComplaintsforThriveworks Administrative Services, LLC

• Initial Complaint

  10/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Their Billing department could not rectify the claims for me for exactly 2 years at the end of this year. I had asked them before if they take ***** *** and they confirmed with me that they do take ***** ***. My workplace provides 5 free sessions through ***** ***. I had provided the provider my activation code for 2022 which expires on 12/31/22 and a new activation code for 1/7/23-12/31/23. I had attended 4 sessions in 2022 and 1 session in 2023 which total of 5 sessions. After every session with the therapist, they charged the session fee with my credit card on file which is incorrect. They should file the claims through ***** ***. I had to call their Billing Department every single week to fix this issue and refund my credit card. I told them the claims should be filed to ***** ***. The Billing Representative said they will submit a refund to my credit card, and they confirmed the billing will be correct going forward. They did refund me all the charges through my credit card. I am livid because now I have to find time out of my busy schedule to call the Billing Department after every session. It is such a hassle as the client to keep up with this provider's continuous billing error. Every time I call the Billing Department, Billing Representative said they will fix the issue but the issue was never fixed. At this point, everyone in the Billing Department don't know how to do their job because the claims they filed was through my ***** Insurance instead of ***** ***. I keep telling them these are 2 different insurance. I had called this Billing Department every week in 2023 to follow up on my claims if they fixed the situation and ALL their Billing Representatives said they will resubmit the claims to ***** ***. I followed up with this provider for 1 year and nothing was rectified. I called the Billing Department on 10/21/24 to correct my claims and the Representative said someone from another department will contact me in 2 days. Still no contact as of 10/24/24

  Business response

  11/04/2024

  To whom it may concern,We are writing this note in response to Complaint # ******** received from ***** ***** on October 24, 2024.  The complaint pertains to the billing on the clients account. The client had a few dates of service that had not been correctly billed to the clients ***. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint we have correctly billed the claims that were held while the *** was effective to the *** provided. We reached out to the client to inform them that the claims have been billed correctly at this time and apologized for any inconvenience caused. 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

  10/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 8-07-23 i had my first therapy appointment with ********* ******. I was told i was covered by my insurance. I had 13 appointments before i discontinued due to unsatisfactory care. I had been charged a 30 dollar co pay for each appointment. On March 4 2024 I received an email stating a new balance was on my account. The company attempted to charge 2080 to my bank account. After calling my insurance and multiple emails between I and thriveworks I was informed I was not covered by my insurance for any of my services even though I sent my information in and was informed I was covered. After I payed each 30 dollar copay instead of being informed they applied the “copays” to the first appointments full price. They have since changed my balance to 2000 dollars and are now sending my balance to a collections agency.

  Business response

  10/24/2024

  To whom it may concern,We are writing this note in response to Complaint # ******** received from ******* **** on 10/18/2024. The complaint pertains to the client's concerns regarding being charged at the clinician's self pay rate. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint and review of the client's account, we did send a first outreach to the client on 10/21/2024 explaining that after reviewing their account, it appears that while we had been submitting claims to the client's insurance provider, the claims were being denied multiple times. We made several attempts to resubmit these claims over the course of several months, and during this process, we discovered that while the client's clinician is in-network and they had active coverage, the client's specific diagnosis is not covered under their insurance plan. This is why the claims continued to be denied.Due to the time spent resubmitting claims and working with the client's insurance provider, we were unable to reach the client regarding this information until 02/28/2024. At that time, we informed them that their plan does not cover the rendered mental health services, and we requested any additional insurance information they might have. Since we did not receive updated insurance details from the client, we transitioned their account to self-pay, which is why their previous sessions have been billed at the clinician's self-pay rate and the client's current balance is $2,000.00. We did offer a payment plan to help make the financial aspect more manageable in the first outreach attempt, however as the first outreach had gone unanswered, we then sent a final outreach on 10/23/2024 but we have still yet to hear back from the client.We believe that the steps we have taken to address the concerns raised in the complainant and at this time we request that this complaint be closed. Should ******* wish 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

• Initial Complaint

  10/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was supposed to have a therapy appointment with a provider through Thrive works on 1016 at 1 PM. There was a miscommunication between us and although the appointment was supposed to be in person, I thought the appointment was supposed to be via zoom. at 1:09 I called the company to figure out why I hadn't gotten a zoom link yet and they told me the meeting was in person. I explained to them that it was a miscommunication between the provider and I and her and I were communicating via email at the time so she could get me rescheduled. they told me they were gonna charge me $135 for missing the appointment. Explained to them that it was a miscommunication and I didn't understand the charge. I asked to speak with supervisor and they continued with stating I was going to be charged regardless of a miscommunication and the provider and I communicating via email. then stated that they could cancel my Future appointment as I did not want to deal with a company like this and they said well we're gonna charge you $135 for tomorrow's appointment since you're not calling us 48 hours in advanced. I asked them if they were joking and they said no. I said the provider and I were communicating via text and she was trying to get me an appointment so I can be seen. Nothing had been confirmed yet so I didn't understand why I was gonna be charged an additional $135. I told them that the business they were doing was shady and that I did not wanna be a part of it and that I would be contacting my bank and the Better Business Bureau.

  Business response

  10/21/2024

  To whom it may concern,We are writing this note in response to Complaint #******** received from ******** *** on 10/17/2024. The complaint pertains to double charges in late cancellation fee's. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously. Upon reviewing the client's account, we did review and determine that the client is owed a refund in the amount of $270 for two late cancelation fee's which we did advise to the client in our first outreach attempt on 10/18/2024. We advised the refunds have been processed, however, depending on their financial institution it may take 7-14 business days for the refund to reflect back into their account. 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

  10/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was incorrectly billed for service on 02/22/2024. I tried calling twice to resolve the matter because Thriveworks took $200 out of my bank account. They already took money out of my account for this day. This is the second time they have taken money out of my account. They took out $740 the first time. This $740 includes the 02/22/24 date of service. They refunded this amount but took almost 3 months to do so. The recent transaction is a rebill of the same date and money taken out. They have the correct insurances for this date and keep billing it wrong after multiple calls to verify my insurance. They know my primary insurance was ******* ************** ********* and my secondary is ******** because they have been told several times and confirmed it on the phone when I called billing. I need this refunded and it shouldn't not take 3 months to refund.

  Business response

  10/17/2024

  To whom it may concern,We are writing this note in response to Complaint # ******** received from ******** ****** on October 9, 2024.  The complaint pertains to inquiring about a refund from a session that was charged the self pay rate of $200. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint we have refunded the client the $200 while the claim is being processed by the clients insurance. We reached out to the client on 10/14/2024 as well as 10/16/2024 to go over the steps of the refund but have not heard back from the client at this time. 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. Should ******** wish 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 

  Customer response

  10/17/2024

  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

  09/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was with Thriveworks for three months, seeing a psychologist once a week and a psychiatrist once a month. During that time, I had to cancel three separate appointments with my psychologist, all within 24 hours’ notice. Due to their policy, I was charged $400 in fees, and my services are being withheld until the balance is paid. I find this practice to be incredibly unethical for a mental health company. Many patients, including myself, are on Medicaid and struggle to make ends meet. To charge such exorbitant fees, often for situations beyond a patient's control, is inhumane. Healthcare companies should prioritize their patients' well-being, not profits. When I reached out to ask about setting up a payment plan, the representative told me to file for bankruptcy instead. This was shocking and felt completely inappropriate. It’s frustrating and disheartening that I can’t receive the care I need because of an outstanding bill. Mental health care is not a luxury, and practices like these only create additional barriers for those who need it most.

  Business response

  09/19/2024

  To whom it may concern,We are writing this note in response to Complaint # ******** received from ****** ******* on September 13, 2024.  The complaint pertains to the client being upset due to having her appointments cancelled due to an outstanding high balance. 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 account and confirmed that there is a balance of $405 that is due. We reached out to the client on 09/16/2024 and explained the balance was due to two late cancellation fees dated 07/26/2024 and 08/30/2024 as well as one no show fee for the date of service 08/02/2024. Our cancellation policy is explained in the Consent and Service Agreement that the client signed on 06/03/2024 explaining that any session cancelled within 48 hours of the start time as well as no shows will be charged a $135 fee.Additionally, we explained to the client that we are able to set the balance up on a payment plan so they do not have to pay it all at once. Once a payment plan is set up we are able to restore the clients account and reschedule her appointments. 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 response

  09/19/2024

  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. The solution provided does not address my urgent issue. My health is at risk due to a payment issue. While I understand the cancellation policy, it seems unethical to prescribe medications under a doctor’s care and then cancel follow-up appointments needed to manage those medications based on policy. This situation places my health in jeopardy, as I’m left without necessary medical oversight and support for my prescriptions. ****** *******

• Initial Complaint

  09/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Company charged my debit card for $1,560 because they said my insurance was not accepted. From the very first session they said insurance was accepted. My insurance sent them a check that they confirmed they received but are refusing to issue a refund to my debit card. The therapy services are good but the billing department is a racket preying on patients. Terrible business practice that the BBB should give an F rating. After reading the many 1 star reviews I feel there is a good case for a class action lawsuit.

  Business response

  09/10/2024

  To Whom It May Concern,We are writing in response to Complaint #******** received from Hailee ****** on 09/05/2024, which concerns billing and insurance issues. We regret any inconvenience or dissatisfaction caused and take these matters seriously. Upon reviewing the details of the complaint, we initially reached out to the provided email address for HIPAA verification on 09/05/2024, as the information in the complaint did not match any existing client records. ****** ****** responded and successfully verified her information, allowing us to locate the correct account. After verification, we informed her that while our records show the insurance provider confirmed sending a check, we had not yet received it. We explained that postal delivery might take 2 to 4 weeks, which could be contributing to the delay.Furthermore, on 09/09/2024, I contacted the client’s insurance provider, who confirmed that both the check and the Explanation of Benefits (EOB) for the period from 06/03/2024 to 08/08/2024 had been dispatched. They indicated that it might still be in progress and could take 30 to 45 business days for us to receive these documents. To expedite the resolution, I processed a refund of $1560 on 09/09/2024 and advised that refunds can take 7-14 business days to reflect back to the client's account, 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

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I began seeing a therapist in February of 2023. I receive 10 free sessions via my job, which was approved prior to beginning treatment. Because I had an HSA card on file, I didn’t realize I was charged a $20 copay for all of my visits. I called and explained that my first 10 sessions should have been completely free of charge and was told I’d be reimbursed. It’s been over 8 months of calls, and I’m always told it will be taken care of, yet I haven’t received any refund. I have also received a $60 bill for services this year which should be covered because of my job. I have given them all the approval codes, and have confirmed thru my employers EAP that everything was in network and eligible. After several calls, months of waiting, and empty promises, I have grown frustrated and am seeking help in getting my $200 refund plus my $60 bill waived.

  Business response

  09/03/2024

  To whom it may concern,We are writing this note in response to Complaint # ******** received from ****** ***** on August 23, 2024.  The complaint pertains to receiving charges while being covered by an EAP, therefore those claims should have been covered in their entirety. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaints we have verified that the first 10 dates of service in 2023 were billed to the EAP, as well as all claims in 2024 as of this date. We have also refunded the client in the amount of $100 that will be mailed via a paper check. We reached out to the client to go over the findings on the account as well as discussed the refund process.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 response

  09/03/2024

  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

  08/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Thriveworks is a umbrella company that hires counselors and therapist under there management. The provider does not bill correctly in the beginning, and now I have been fighting to get my proper date of services coded correctly to my insurance company. I have spent at least 4 hours with the “ customer service call center” spoke with various people from this company and they all tell me different things! They have taken out $400.00+ dollars from me when I have spent hours telling them how to bill my insurance. The call im enter is in a different country and seems very un educated on mental health insurance coding and billing. I hd to call my credit card company and cancel my card because they keep pulling more money from it and not using the insurance i provided in the beginning months ago. The Thriveworks provider also does not have evening hours and wanted me to pull me daughter from school twice a month to accommodate her schedule. She also seemed well verse in filling my insurance and using the authorization codes in the beginning, but these codes were never filled and she is practicing under someone else's license until she gets accredited? Absolutely awful service. Takes hours just to get to such a simple resolution! Now my daughter is with out mental healthcare and this company is scheme like! I hope after today and hours later they get it right. I am so frustrated they put there customers through this.

  Business response

  08/29/2024

  To whom it may concern,We are writing this note in response to Complaint # ******** received from ***** ******* on August 21, 2024.  The complaint pertains to being charged $400+ when client has an EAP. 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 account and verified that the claims have been properly billed to the EAP and the client has been refunded for any overcharged amounts.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

  08/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Thriveworks has been trying to wrongfully charge me $926.10. The billing statement is inaccurate and they have taken no accountability for providing such inadequate services and trying to still charge me for it. They are trying to charge me for an appointment on 12/15/2023 for $250 that was never scheduled and did not happen. The appointment I had on 12/05/2023 was cancelled by the provider and I am still being charged $395. Additionally, I had an appointment scheduled on 11/21/2023 that was offered to me as an appointment with a CBT therapist. I stated that CBT was the specific service I needed multiple times during the actual session and the therapist waited until the end of the session to inform me that she is not actually CBT certified. The 11/21/2023 appointment was scheduled over the phone by one of Thriveworks employees where I explicitly stated multiple times that I needed a provider who could offer CBT. I am being charged $395 for this appointment as well when the explicit credentials that were needed were never met nor advertised properly. The sessions that I did attend were neither informative nor helpful at all. The therapist I was seeing mainly spoke about her own issues and never once helped or offered me any service that was supposed to be provided during these times. In total, they are still trying to charge me $926.10 for services that were falsely advertised or just did not happen at all. I have tried to have these issues resolved and there has never been an adequate response and just a demand that I pay the remaining balance.

  Business response

  08/28/2024

  Hello - We reviewed the complaint and took the following actions. After our initial outreach on 08/21/2024, we acknowledged that the client's experience with ****** ********** did not meet expectations and noted that we could have addressed this sooner. We offer therapist changes as needed, but if sessions are attended and a client's insurance assigns a patient responsibility, they are liable for those costs and we are unable to refund. For the 11/21/2023 session with ***** *****, we did speak with our clinical team and while it is noted on the clinician's profile that CBT therapy is offered, the client may have been looking for someone with a special CBT certification credential - ***** ***** does not have that, but she provides CBT care to her clients like a majority of our clinicians do. Since the client attended the session, we cannot issue a refund. Our records as well as our clinical teams further review of these sessions, also confirm the client's attendance for the 12/05/2023 session with ******** ****** and the 12/15/2023 session with ****** **********, so refunds are not possible for those appointments. The client also stated they were charged $395 for the 11/21/2023 session with ***** ******, $395 for the 12/05/2023 session with ******** ******, and $250 for the 12/15/2023 session with ****** **********. These amounts are billed rates to insurance, not actual client charges. The client’s responsibility was $137.19 for 11/21/2023 (with a $37.19 remaining balance after a $100 payment), $174.77 for 12/05/2023, and $115.39 for 12/15/2023, all due to insurance deductibles. After reviewing the billing and consulting with our clinical team, we cannot issue a refund as the sessions are recorded as attended and the charges are valid. We sent a final outreach on 08/23/2024 but have not received a response.This issue is currently resolved on our end, however we encourage all clients to leave their feedback. If there is any further assistance we can provide we encourage the client to reach back out to us.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged erroneously for an appointment with no invoice sent or notification sent. I have 3 free therapy appointments and they charged me for an appointment stating psychiatry is not covered AFTER I requested my money back. Their intake person provided erroneous information and appointments were scheduled based on the information received from intake. Had I known the true amount of these sessions and that they would charge me for psychiatry, I would've hung up and found another provider. I was misled and now out of my money that they took with no notification because I had to have a card on file even though I have insurance. And that is the scam.

  Business response

  08/22/2024

  Hello- We have taken the following action in regards to this complaint. We contacted the client on August 20, 2024, to inform them that after reviewing their account, we discovered that the ***** EAP only covers talk therapy appointments. Unfortunately, psychiatry appointments are not included under this EAP. As a result, the psychiatry appointment on June 15, 2024, was billed to the client’s insurance, which applied the claim toward their deductible and left a remaining patient responsibility of $298.16.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.

*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. ↩