Complaints

This profile includes complaints for Grow Therapy's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Grow Therapy

  5 W 19th St Rm 3R New York, NY 10011-4238

  
• 

  Grow Therapy

  2196 3rd Ave PMB 20071 New York, NY 10035-3501

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Grow Therapy the online platform for behavioral health services has too much information thats out of date for providers including accepted insurance. I was a client of Grow Therapy for nearly a year now. I ended up getting pestered by the ******************** by explaining the charges that I owe to Grow HEALTHCARE which I was still awaiting to pay the ******. Yesterday afternoon, I received another explanation benefits for ****** *** who doesnt accept CT ************** while licensed in **. I have been waiting too long to understand the billing issue with the billing support team via chat and phone calls with insurance companies. ***** ****** $35.00 ****** is still taking too long for me to understand why I was charged for this service. ***** ****** serves *********** local service for Grow Therapy. I ended up having issues with finding a new provider each time nothing worked out for a new client intake for each one. The information is a mess not up to date. I have felt so much disappointment and frustration as an autistic person trying to receive convenient therapy services from home. Theres no way to reach out to support via phone or email to resolve issues and complaints.

  Customer Answer

  Date: 06/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** ******
  
  
  
   
  
  

• Initial Complaint

  Date:06/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was contacted by Grow Therapy telling me that they have set up a session for me with one ******* J. ********, but I have no idea how they have my information. I am fearful that they will charge me large amounts when I am 73 years old, do not work, am truly indigent and disabled. I have had problems with a similar institution that deals in the same sort of videotherapy and they neglected to respond to me after I contacted them many times to ask if my health insurance covered the costs of the sessions. Only after the fact was I informed that I was charged a princely fee for which my insurance left me with a balance to pay that is the last thing I needed. I will be filing a complaint against them as well, but I am stating without hesitation that I want NO FURTHER COMMUNICATION OR DEALINGS WITH GROW THERAPY AND WILL REGARD ANY FURTHER COMMUNICATION AS HARASSMENT, AND I WILL NOT HESITATE TO FILE CHARGES IF MY WISHES ARE NOT HEEDED!!!

  

  Business Response

  Date: 06/09/2025

  Thank you for reaching out and sharing your experience with us. Were sorry to hear you've encountered issues while using the Grow Therapy platform, and we appreciate you taking the time to let us know. We take all platform-related concerns seriously and are committed to continually improving our tools and features to better serve our users. 
  
  To ensure we can investigate your complaint thoroughly and in compliance with *****, well first need to verify your identity. Please log in to your Grow Therapy portal and send us a secure message using the Help Widget. If youre currently unable to access your portal, you can submit your concerns through our contact form here: *******************************************************.
  
  Thank you again for your feedback. Were here to help and appreciate your patience as we work to address this.
  
  Best,
  Grow Therapy Team
  

• Initial Complaint

  Date:06/03/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a few therapy sessions where I submitted that it should be billed under EAP, but for some reason they still charged me. Id like to have these transactions refunded.

  

  Business Response

  Date: 06/09/2025

  Thank you for bringing this to our attention. We understand billing concerns can be frustrating, and were working to ensure your concerns are addressed thoroughly. 
  
  For privacy and security reasons, our team has contacted you regarding this concern through your Grow Therapy portal. Please continue to monitor your portal for any additional updates from our team as we work to support you. 
  
  If you need assistance accessing your account, you can also contact us through this form: *******************************************************.
  
  Thank you for your patience and understanding as we work with you to resolve these concerns.
  
  Best,
  Grow Therapy Team

• Initial Complaint

  Date:05/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I selected a therapist through Grow Therapys website because it clearly indicated that the provider, ******************, was in-network with my insurance plan. Based on this representation, I scheduled and attended a session on October 15, 2024, believing I would be responsible only for the standard in-network ******** January 2025, I received a bill that was approximately ten times the amount I expected. When I contacted my insurance provider, they confirmed that ****************** was out-of-network, and therefore I was responsible for the full cost. This directly contradicted the information presented on Grow Therapys website at the time of booking (which is still up)I have since called my insurance company multiple times, and they continue to confirm that this provider is not in their network. Meanwhile, Grow Therapy insists that their records show ***** Victory as in-network and has refused to take further action. They told me it is my responsibility to continue dealing with my insurance provider, despite the fact that their platform misrepresented the providers network status.This misinformation has placed an unexpected and unfair financial burden on me. I am requesting that Grow Therapy take responsibility for the inaccurate listing on their website and either:Adjust the bill to reflect in-network rates and refund me and waive the balance entirely. This situation has caused undue stress, and I believe it reflects a pattern of negligence in Grow Therapys provider verification process.

  

  Business Response

  Date: 06/09/2025

  Thank you for bringing this concern to our attention. We know how stressful billing issues can be, and we want to support you in resolving this matter.
  
  To ensure we can handle your concern securely and in compliance with HIPAA, please verify your identity by either logging into your Grow Therapy portal and using the Help Widget, or by submitting your concern via our contact form: *******************************************************.
  
  You can also find helpful information about how to dispute charges or request a refund in this article: *********************************************************************************************************.
  
  Thank you again for bringing this to our attention, and appreciate your understanding.
  
  Best,
  Grow Therapy Team
  

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They billed the wrong department at my insurance company and then charged me hundreds of dollars for past appointments with my mental healthcare professional. I was on the phone for hours and hours, including a 3-way call with Grow and my insurance company. I finally got it sorted, but have only been partially reimbursed. Now today, on a holiday when you can't reach billing, they start up again. They overcharged me by $120 for an appointment. I'd love to just leave Grow, but I've been seeing my PNP since 2021 and he moved to ****. I need to have continuity of care.

  

  Business Response

  Date: 06/09/2025

  Thank you for bringing this to our attention. We understand billing concerns can be frustrating, and we are sorry to hear that this issue has occurred multiple times. We can assure you that we are taking this concern seriously.  

  In order to proceed and ensure your information is kept secure, well need to verify your identity. You can do this by either logging into your Grow Therapy portal and contacting us via the Help Widget, or submitting a request through our contact form here: *******************************************************.

  If you need assistance accessing your account, you can also contact us through this form: *******************************************************.
  

  Thank you for your patience and understanding as we work with you to resolve these concerns.
  
  Best,
  Grow Therapy Team

  
  

• Initial Complaint

  Date:05/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is overcharging me for therapy. According to my insurance company, my responsibilities should have equaled $506.12. However, GrowTherapy states that I owed $548.76 and they charged my credit card $715.18. This is a $209.06 discrepancy between what my insurance states is my portion and what GrowTherapy charged my credit card.There is no phone number to contact a live person. I can only communicate with a chatbot who tells me they have no one available. According to my insurance company, my responsibilities should have equaled $506.12: Service Date Plan Pd I Owe 05/10/25 $104.53 $26.13 05/03/25$104.53 $26.13 04/26/25$104.53 $26.13 04/12/25 $104.53 $26.13 03/29/25$104.53 $26.13 03/29/25$42.64 $88.02 03/15/25 $0.00 $130.66 03/15/25 $104.53 $26.13 03/15/25 $0.00 $0.00 03/01/25 $0.00 $130.66 However, GrowTherapy states that I owed $548.76:Service Date I Owe 05/10/25 $26.13 05/03/25 $26.13 04/26/25 $26.13 04/12/25 $26.13 03/29/25$26.13 03/15/25 $26.13 03/01/25 $130.66 02/22/25$130.66 02/14/25 $130.66 02/08/25$0.00 Contrary, my credit card was charged $715.18:Transaction Date Amount 05/17/25 $26.13 05/10/25 $52.26 04/20/25 $26.13 04/09/25 $130.66 04/05/25 $88.02 03/14/25 $130.66 03/06/25 $130.66 02/27/25 $130.66

  

  Business Response

  Date: 06/09/2025

  Thank you for bringing this to our attention. We understand billing concerns can be frustrating, and were working to ensure your concerns are addressed thoroughly. 
  
  To ensure we can handle your complaint securely and in compliance with HIPAA, please verify your identity by either logging into your Grow Therapy portal and using the Help Widget, or by submitting your concern via our contact form: *******************************************************.
  
  You can also find helpful information about how to dispute charges or request a refund in this article: *********************************************************************************************************.
  
  Thank you again for bringing this to our attention, and we appreciate your understanding.
  
  Best,
  Grow Therapy Team
  

• Initial Complaint

  Date:05/10/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I saw a provider on 5/1, I was later billed $700 for an evaluation and psychotherapy appointment, my part to pay is $294 I will agree I had an intake appointment but no psychotherapy was preformed. My provider didnt change my medicine or provide any refills. The price listed on the site when booking says ******* a visit why was my insurance billed 700. I since cancelled my follow up as I am unsure what she is following up on since she didnt provide any actual care besides taking my information. The price they bill is not what is stated on the site and they bill for services that arent even provided ***

  

  Business Response

  Date: 05/12/2025

  Thank you for bringing this to our attention. We understand billing concerns can be frustrating, and were working to ensure your concerns are addressed thoroughly. 
  
  For privacy and security reasons, our team has followed up with you through your Grow Therapy portal to provide an update on your concerns. Please continue to monitor your portal for any additional updates from our team as we work to support you. 
  
  If you need assistance accessing your account, you can also contact us through this form: *******************************************************.
  
  Thank you for your patience and understanding as we work with you to resolve these concerns.
  
  Best,
  Grow Therapy Team
  

• Initial Complaint

  Date:05/09/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have paid my balance of $75 and submitted the receipt; however, the balance is still incorrectly showing on my account and is preventing me from booking appointments with my provider.Despite following up, the issue remains unresolved, and I have not received any support in correcting the error or in scheduling my appointment. This delay is impacting my access to care and needs to be addressed immediately.

  Customer Answer

  Date: 05/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* ******
  
  
  
   
  
  

• Initial Complaint

  Date:05/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This companys billing practices are unethical. To my surprise, I was charged almost $300 in copays dating back to December 2024. There was no notice or heads up, I just received an invoice stating my card had been charged. When I reached out to the business to seek clarification, I was advised they were inadvertently using the wrong Tax ID. Once they discovered the issue (months later) they charged me. I do not think its appropriate to charge a patient in a consolidated manner for appointments dating back almost 6 months because the business made a mistake. Grow refused to refund the money and I would like a refund. I cannot afford an unexpected charge of almost $300 because your billing department made a mistake.

  

  Business Response

  Date: 05/08/2025

  Thank you for sharing your feedback. We know how stressful billing issues can be, and we want to support you in resolving this matter.

  To ensure we can handle your complaint securely and in compliance with HIPAA, please verify your identity by either logging into your Grow Therapy portal and using the Help Widget, or by submitting your concern via our contact form: *******************************************************.

  You can also find helpful information about how to dispute charges or request a refund in this article: *********************************************************************************************************.

  Thank you again for bringing this to our attention, and appreciate your understanding.

  Best,
  Grow Therapy Team

• Initial Complaint

  Date:05/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5-7 SCAM CALLS PER DAY---

  

  Business Response

  Date: 05/08/2025

  Thank you for reaching out and sharing your experience with us. We can understand how that must be confusing, and were sorry to hear you've encountered issues with phone calls recently. We appreciate you taking the time to let us know, as we want to make sure this concern is investigated appropriately. We take all platform-related concerns seriously and are committed to continually improving our tools and features to better serve our users.

  To ensure we can investigate your complaint thoroughly and in compliance with *****, well first need to verify your identity. Please log in to your Grow Therapy portal and send us a secure message using the Help Widget. If youre currently unable to access your portal, you can submit your concerns through our contact form here: *******************************************************.

  Thank you again for your feedback. Were here to help and appreciate your patience as we work to address this.

  Best,
  Grow Therapy Team