ComplaintsforThriveworks Administrative Services, LLC

• Initial Complaint

  07/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

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

  Business response

  07/15/2024

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

  Customer response

  07/19/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** *******

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

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

  Business response

  07/17/2024

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

  Customer response

  07/22/2024

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

  Business response

  07/31/2024

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

  Customer response

  07/31/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. They've went ahead and charge the card they have on file more than a week ago. I've already went ahead & dispute the charges with my credit card. But this back and forth, getting no where is unfortunate.  I hope they remove my profile & anything link to my name, address & insurance.  Regards, ******** ***********

  Business response

  08/07/2024

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

  Customer response

  08/07/2024

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

• Initial Complaint

  07/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

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

  Business response

  07/17/2024

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

• Initial Complaint

  07/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

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

  Business response

  07/17/2024

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

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  07/09/2024

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

• Initial Complaint

  07/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

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

  Business response

  07/15/2024

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

• Initial Complaint

  07/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

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

  Business response

  07/03/2024

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

  Customer response

  07/10/2024

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

  Business response

  07/11/2024

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

  Customer response

  07/11/2024

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

• Initial Complaint

  06/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi, Thriveworks is a remote therapy and counseling provider. They have failed to disclose all their fees upfront, and have attempted to charge my card $187.30 today for services in the month of May 2024 and October 2023. I had previously terminated my account on April 10th over their failure to rebook an appointment due to a personal emergency, as well as my service provider cancelling my future booked appointments. At that time I paid Thriveworks the cancellation fee and closed my account with them. Today I received an email stating they had attempted to charge my card $187.30. I received no prior communication that I had an outstanding balance, and it has been months since my last date of service. Thankfully, I did not have all the money in my account so the payment did not go through. I then called their customer service in the billing department, and the representative said I had an outstanding balance on an appointment in October 2023, and another balance from the month of May, despite not receiving any care from this company in May and all my October balances had previously been paid when due. My partner even recounts me paying my balance in October. The customer service agent was I totally unable to explain why the charge had occurred, then just said that I have an outstanding co-pay from my insurance. My insurance had never failed to bill my co-pay in October, I made those payments, and I no longer hold this insurance account as I have left the employer it was provided through. The representative said he could not cancel or reverse the charge and that I needed to pay the outstanding bill. Whatever fees occurred in May, again while I was NOT receiving care from Thriveworks, they have failed to disclose to me prior to charging my bank card on file with an account that had already been terminated. I have since looked into the business’s reputation online, and it has been much the same. I simply want to dispute the charge but they are demanding I pay.

  Business response

  07/01/2024

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account we did sent a first outreach to the client on 06/26/2024 stating that for the appointment on 10/05/2023, the client's insurance finalized the claim for that appointment on 06/24/2024 and stated the copay totals $95 for this date of service. The client is correct by stating that they had already paid on that date of service, we show they paid $16.27 and $27.14 on this claim, however that is not the full amount of the copay that their insurance left them responsible for, for this appointment that is why there is an outstanding amount of $51.59. For the appointments on 11/02/2023 and 02/15/2024 their insurance also left them responsible for a copay of $95 for each of these appointments. We do show that the client already paid $27.14 for the appointment on 11/02/2023 and $27.14 for the appointment on 02/15/2024 but again, that is not the full amount of the copay for both appointments and when their insurance finalized the claims on 06/24/2024 for these two appointments, there was still a remaining balance due for the copay amounts of $67.86. That is why the current outstanding balance on their account is $187.31. We did advise the client that we can not remove charges for what an insurance has left them responsible for, so we are unable to offer any refund or remove the $187.31 balance from their account at this time. If they do have any questions regarding the charges they will need to contact their insurance regarding their coverage. The client did not respond to the first outreach so a final outreach was sent on 06/28/2024, however the client has still not yet responded to our outreach attempts. 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

  06/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Over the past year, I have experienced issues with the Billing department at Thriveworks. Initially, Billing was not submitting my claims for my therapy sessions to the correct insurance company. They were being sent to ***** instead of ******** Health through *****. So the claims kept getting rejecting and the balance kept increasing. Multiple attempts were made to withdraw large amounts of money from my credit card. Last August, I contacted ******** Health, and they were able to contact Thriveworks to get the claims sent to the right company. But the balance kept increasing. If I made a payment to reduce the balance, the information was saved in the system. The next day, more charges would come out. When I called Thriveworks billing, they would place me on hold multiple times, then tell me they didn't see these unauthorized charges. When I would email them the withdrawal receipts from my credit card company, they would tell me my husband's charges were being taken out of my account. He has his own credit card information saved for his charges, but they would still merge the two accounts. On March 26th, 2024, I even tried setting up a payment plan to clear my balance. I paid faithfully for two months, then had to have my credit card information removed. Three charges came out on the same day, a date I did not authorize, for amounts I did not authorize. Now the billings department is insisting I provide the last four digits of my card, which would give them access to debit my card at their will again. I have several email threads, dating back to last year, and as current as yesterday, 06/24/24. My therapist has intervened multiple times to verify information and service dates. Now I have requested the Billing department provide an address to which I can send cashier's checks to clear my balance. I would like to be given three months to make these payments without negative credit reporting. Then I would end business with Thriveworks.

  Business response

  06/27/2024

  Hello - We have taken the following action in regard to this complaint. After reviewing the client's account and an outreach to the client on 06/26/2024 they have expressed their intention to settle the outstanding balance of $125 on their account via check. We have confirmed with them that they can send the payment to the address that we provided to them via email.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

  06/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I started working with a therapist through Thriveworks as Thriveworks is a provider of ******. My first therapist emotionally traumatized me, so I stopped seeing her. My second therapist canceled three of our four appointments on the same day, and then went on medical leave. If a client cancels an appointment without a 48 hour notice they are billed $135. The one appointment that did take place with the second therapist was considered an intake appointment. My insurance company did not cover the deductible of $125.96 for the second intake, which proved to be an absolute waste of my time since the therapist kept canceling the appointments and went on medical leave and could not serve me. Now Thriveworks keeps trying to take money out of my account to pay for this bill. Luckily I used my venmo debit card and only put money in that account when I intend to use it for something or they would have taken this money from me already. I contacted Thriveworks to have this bill removed and they refused to do this. Why would I be expected to pay for an intake by a therapist that missed three out of four appointments and then went on medical leave and can no longer even assist me. Thriveworks should be paying me for my time they wasted, rather than billing me for a service that is of no use to me. I want this bill removed from my account as there is absolutely no reason I should owe this money to Thriveworks. I read the reviews online from their employees and clients and I recommend that people should have nothing to do with this company.

  Business response

  07/10/2024

  Hello- We have taken the following action in regards to this complaint. We initially reached out to the client on 06/26/2024 but didn't get a response. We reached out again on 07/02/2024 and due to the nature of the clients response we engaged our clinical team for further review. Once our team received more information, we determined that the clinician that the client was scheduled with was out of network with the clients specific insurance plan. We have confirmed with our billing team that they have written off the balance on the account from the date of service in question and our team has reached out to the client to inform them of this. 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.

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