ComplaintsforThriveworks Administrative Services, LLC

• 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.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This complaint was originally filed in 2020 and I was just told I needed to file the complaint instead of my wife.This goes to Complaint ID ********.I went to Thriveworks=TW for counseling.Normally $35 is taken out immediately.They changed their billing system and we didn’t know. Sent bill for $106.Wife called find out what the extra $1 and why they weren't taking the money out as usual.Got bunch of different stories about the extra $1.We agreed to put the debit card back on file.Authorized pymt of one $35 and authorized payments to come out at $35 each appt.They took the authorized $35 out.Then 2 days later they stole $71.Wife called and they said they were owed that money, they didn’t see where they took that money, they didn’t see an invoice for $106,they didn’t see where she had called in and talked to anyone about putting the card back on file.Fighting with them ever since to get the money back.She talked to a rep who talked to a mgr and the mgr agreed that the $71 needed to be refunded and told her it would take 10 days.They told her the $1 was a typo.Waited 10 days and never got a refund.Called back and was told we didn’t deserve our money.They said she never asked to speak to a mgr.They told her they would give $36 back, then other amounts.Tried to talk to managers.They have to put a request in for them to call back, then they don’t.She finally talked to a mgr and they kept getting disconnected from the call.We think they are hoping that people are in such mental distress that they just let the billing “oversight” aka theft go and TW gets free money. When this complaint was original filed, my wife was told they did refund the $36, BUT WE NEVER GOT IT. Called our bank to dispute the $71 since she was getting nowhere with TW . We logged into our account to see if there is a credit and that credit but was only half of our money. They are stealing money from ppl. Only had few characters to type this message. I'm sorry.

  Business response

  08/26/2024

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account, we confirmed that for the appointment on November 12, 2021, the client's insurance determined a patient responsibility of $35. We identified an overcharge of $36 for this appointment, which was refunded to the card on file on January 7, 2022. For the appointment on December 17, 2021, the insurance again assigned a patient responsibility of $35. These are the only payments recorded for the client's time with Thriveworks. In our initial outreach on August 20, 2024, we summarized that the total amount initially charged was $106. After the $36 refund, the client has effectively only paid $70 for the two appointments. We are unable to refund the two $35 payments for each appointment as these charges were determined by the insurance. A final outreach was sent on August 22, 2024, and we have not received a response.This matter has been resolved on our end. We encourage clients to provide feedback for any necessary improvements. Should further assistance be required or if the proposed resolution is unsatisfactory, we invite the client to contact us.

  Customer response

  08/26/2024

  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. The say in their response that there were only three appointments, because they changed their billing system and don't see the many more I attended with ****, the therapist. They need to go back to ****** scheduling and they will see I was there for WAYYYYYY more than three appointments. They only see what's in their new billing system. They billed us for $106 after they changed their billing system. My wife called to find out why they were billing us for more than one appt when up to that date we had paid all appts at $35 each (which was immediately taken from our account when I picked up the phone for my appt) AND what the extra $1 was. She received many different stories as to what the extra $1. My wife talked to a rep and gave them our card information again. They agreed they would only take out $35. Which they did. AND THEN they withdrew $106 from our account after my wife talked to them and only gave approval for one $35. That means they still owe $71. This is simple math. $106-$35=$71. They still owe $71. They are being untruthful in their accountability to BBB. They need to further investigate the old billing system. They told my wife that they were unable to view the old system. That is not our problem. They stole money from our account, we filed a complaint with the BBB, they took years to respond. They never responded to our bank after we disputed the $106. They are being untruthful, and that is the main reason we are filing this complaint. So other people don't run into this with them. They need to be held accountable. They need to get with **** on her schedule. Then go to the old billing system to see the payments were taken out at the time of the phone call. Then give us our money back with an apology. Regards, ******* ******

• Initial Complaint

  08/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This complaint concerns deceptive billing practices starting in June. The following includes overcharges on 8-6-24: $70 copay; 8-2-24: $70 copay; 7-21-24: $110 copay; 6-30-24: $70 copay; 6-28-24: copay; 6-21-24: $70 copay; and 6-16-24: $70 copay. My ***** insurance has verified and assured me that my copay is only $40. I have since had my last therapy session on 7-22-24, but the charges keep coming despite having my account closed and card removed (supposedly) by a customer service rep via phone conversation on 7-22-24. Despite that conversation, I am still being billed over the copay amount for appointments I haven't had. The address used is the one that seems to show up on the bank statements despite the fact that I had my appointments at the following address: **** ****** *** ***** ** *********** ** ******

  Business response

  08/21/2024

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account, we sent an outreach on 08/13/2024 confirming that the correct copay per appointment is $40. Due to a system error, some appointments were incorrectly billed with an additional $30, totaling $70 for those appointments. The extra charges were a result of add-on codes used during billing, which should not have been the client's responsibility. To rectify this, we have issued the following refunds: $30 on 07/14, four $30 refunds on 06/30, and $30 on 08/13, totaling $180. The client's account now accurately reflects the $40 copay per appointment, and all overpayments have been fully refunded. Additionally, we have confirmed that the client's card information has been removed from their account per their request. Although we sent a final outreach on 08/20/2024 and have not yet received a response, this complaint is considered resolved. Should the client require any further assistance, we encourage them to reach out to us.

• Initial Complaint

  08/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Thriveworks charged us nearly $800 that they shouldn't have. They said that the visits were not covered by my insurance but they were. They debited an account for $800 and have since acknowledged that we are due a reimbursement. To date, they have only given us half of it back. They are making it incredibly difficult to recoup the remaining funds of roughly $400.

  Business response

  08/12/2024

  Hello- We have taken the following action in regards to this complaint. We sent a HIPAA Verification email to the clients father on 08/08/2024. We have reviewed the account and have confirmed with our billing team that they are in the process of refunding all overcharged amounts totaling $340. We have also reached out to the client to go over the $340 refund check that will be mailed to them.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

  08/14/2024

  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 remaining amount owed is more than $340 but that’s fine. I’ll take anything at this point. I will not consider the issue resolved until the check has cleared my bank. Regards, ****** *******

  Business response

  08/22/2024

  Hello- We have taken the following action in regards to this complaint.  To reiterate, we have reviewed the account and have confirmed with our billing team that they are in the process of refunding all overcharged amounts totaling $340. We have also reached out to the client's father to explain that the refund has to go back via paper check due to the length of time that has passed since the original charge. The refund has been approved and check has been mailed to client. 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

  08/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Starting last year around September, I started mental health service for BPD. I kept going till February. When I first talked to the initial person online, I was told self pay was 130 but they charged me 170. When I found this out, I called as demanded to know why I was lied to. Treated me like I was lower than them so I fired them. 2 days later, they charged my card 210 and I called back demanding my money back. They would only reimburse me 40. I moved on. Sunday 8/4/24, I received an email detailing my insurance was no longer active. There was nothing about payments or money owed so I just chalked it up to an automated message. Yesterday, 8/5/24, they charged my card $640 because the insurance I didn't have, wasn't charged. Mind you, the insurance I had was canceled when I left my job in December of 2023. As soon as the $640 was taken out, I called demanding to know why I was charged and all they said was it was because the insurance was not active. I told them I payed them up but they wouldn't budge. I escalated the situation to a supervisor and she said there was nothing that could be done unless I provide bank statements. I have provided the statements and I ended up paying in the months of January and February a total of $1075.16. They've also conveniently made it hard to look on their website for past sessions to get proper dates and charges, and finding the amount that was paid. When I download the pdf to look, it just shows that I should only pay $280 but it has no explanation.

  Business response

  08/09/2024

  Hello - We have taken the following action in regard to this complaint. On August 7, 2024, I thoroughly reviewed and detailed every charge for the client’s appointments from 2023 to 2024, demonstrating that no overcharges or double charges occurred. I provided the client with two separate receipts and a comprehensive written breakdown of all charges via email. The total amount billed was $2,465.16, which included a $40 refund for an overpayment, resulting in the full amount charged to the client of $2,425.16. Each charge corresponded to either a copay, deductible, or self-pay amount. Despite multiple explanations via email and a detailed phone call clarifying these charges, the client continued to dispute them stating that they had run the numbers through AI and that is how they are getting their discrepancy in totaled amounts. I repeatedly requested that they provide their banking statements to support their claims of overcharging. The client only supplied statements for January and February of 2024, which were addressed in the previous breakdowns I provided, however I also provided an additional breakdown for those specific dates to ensure accuracy. The client has since ceased communication and no longer responds to outreach efforts.This issue has been resolved on our end, and we have addressed all the client's concerns thoroughly. We encourage all clients to provide feedback for continuous improvement. If the client requires any further assistance they are welcome to contact us again.

  Customer response

  08/09/2024

  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.After I had spoke on the phone, they refused to actually make the situation any better. I provided a break down of all the charges and payments made. They would actually have owed me 520 dollars. When they unethically charged me the $640, it made the number $1160. I used the exact break down they did and used every single number and calculation they did and even ran it through an AI to check my work. I sent the amount and the break down to them and spoke with the on the phone for almost an hour and nothing was resolved. I never authorized this company to take my money 6 months after they were fired from my care. After the call, i never received a follow up email or call so they are blantely lying on that point. i called my bank to cancel my card and had then issue me another and they are disputing the charges as well to get my money back to me. This issue was never resolved and they won't do anything to alleviate the problem.  Regards, *** ******

• Initial Complaint

  08/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The billing on my account doesn’t seem legit. I have charges that I don’t know they are for. I also received a 135 cancellation fee after a representative at their office told me that i had no fees on my account. Therefore I booked another appointment not realizing they were charging me. I went off what their representative stated.

  Business response

  08/14/2024

  Hello- We have taken the following action in regards to this complaint. We reached out to the client on 08/05/2024 to explain the charges on her account were due to her insurance leaving her with a $25 copay per session, as well as having a late cancellation fee on the account for her 07/22/2024 date of service. The client didn't respond so we emailed again on 08/12/2024 but have not heard back from the client 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

• Initial Complaint

  08/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have an account with Thriveworks and despite the fact that I have medical insurance on file, Thriveworks has charged me for the full price of each session even after medical insurance was on file. Due to this, I'm being left with a large outstanding balance that has been sent to collections. Since this has been sent to collections, Thriveworks refuses to open me account and allow me to continue sessions. They informed me if I set up a payment plan with the collections agency, I'd be able to have access to my account and continue my sessions. I've provided Thriveworks with the reference number to collections for proof of payment installments and Thriveworks has backtracked on their word- stating that the balance now needs to be paid in full before services can continue. I am frustrated with this service because Thriveworks has tried to bill my debit card without my permission for the full balance before sending it to collections. Even when I stated that I had insurance on file, they mentioned I didn't meet a deductible- yet they were able to charge it ONCE before and never charged my insurance ever again. I am asking to have my account opened so I can continue sessions since there IS a payment plan with the collections agency, and there is proof of my first installment. This is unfair to patients who have insurance and are still left with large balances to pay out of pocket.

  Business response

  08/12/2024

  Hello- We have taken the following action in regards to this complaint. We reached out to the client on 8/05/2024 to explain that we were actively working on her case and collaborating with our leadership team to get confirmation on her inquiry. We followed back up with the client on 08/08/2024 and explained that we received confirmation that the balance must be paid in full with the collections agency before the account is able to be restored. We apologized for any inconvenience this has caused as well as apologized for the miscommunication the client had previously received.  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

  08/13/2024

  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.     I would like for Thriveworks to look into my billing thoroughly. While being with Thriveworks, they've charged me out of pocket for all of my appointments after my **** ***** **** ****** insurance was sent to their department and was on file. After each appointment, I was billed directly unbeknownst. They've only billed my insurance one time to my knowledge because when it's billed, I receive paper documentation through mail. This has left me with a large lump sum of debt that could have been avoided. I'd like for them to thoroughly see if the debt could be sent back to their department and those visits could be retroactively paid by my insurance since I already have medical insurance on file. At this point, I am looking to get an attorney involved because I've already searched for answers on this before it was sent to collections.      Thriveworks has even tried to bill my debit card for an entire $1,500 dollars multiple times when I told them already I had medical insurance. This type of miscommunication from a company that provides care to patients in sensitive times is unacceptable. I reject this solution and highly suggest that someone look into this further. Regards, ****** *******  

  Business response

  08/21/2024

  Hello- We have taken the following action in regards to this complaint. To reiterate, on 8/05/2024, we contacted the client to update her on the progress of her case and informed her that we were working with our leadership team to address her inquiry. We followed up again on 08/08/2024, letting her know that we had confirmed the balance must be settled in full with the collections agency before the account can be restored. At this time we are unable to restore the clients account until the balance is paid in full with the collections agency. We apologized for any inconvenience this may have caused and for the previous miscommunication she experienced.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

  07/29/2024

  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.

*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. ↩