Complaints

This profile includes complaints for Thriveworks Administrative Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Thriveworks Administrative Services, LLC

  1000 Jefferson St Ste 2C Lynchburg, VA 24504-1724

• 

  Thriveworks

  9245 Calumet Ave Ste 100-I Munster, IN 46321-2821

• 

  Thriveworks Counseling & Psychiatry Munster

  9245 Calumet Ave Ste 100-I Munster, IN 46321-2821

• 

  Thriveworks Administrative Services, LLC

  1025 Powers Pl Alpharetta, GA 30009-8356

• 

  Thriveworks

  4130 Linden Ave., Ste. 145 Kettering, OH 45432

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:07/18/2025

  Type:Customer Service 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 called and asked if they we're in network with my insurance and they said yes so I made a appointment. A week later I found out that they we're not in network after they said that they we're. They said that i own them $110.58 for services. I told them that your team said that i was in network and after talking with my insurance that is not the case at all.

  Business Response

  Date: 07/23/2025

  To whom it may concern,We are writing this note in response to Complaint # ******** received from ******* *****  on July 18 2025. The complaint pertains to insurance coverage. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the matter, we reached out to Mr. ***** via email on July 19, 2025, to provide a detailed explanation of our insurance verification process and how coverage is determined for visits. As outlined in that message, coverage decisions are ultimately made by the insurance provider, which is why we encourage clients to verify their benefits directly with their insurer before appointments.The claim was submitted and processed by the insurance company, and a portion of the cost was determined to be the patient’s responsibility. We followed up with an additional email on July 22, 2025, offering further clarification and inviting any questions. At this time, we have not yet received a response.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,******** **Client Experience Specialist

  Customer Answer

  Date: 07/24/2025

  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 failed to address the problem that they made not verifying the insurance information before making the appointment. They lied and said that my insurance was in network they should’ve told me that they did not know if it was a network or not not that they were in network because of this there is now a balance. They failed to take responsibility for their wrongdoing And unethical business practices.  

  Business Response

  Date: 07/28/2025

  To whom it may concern,We are writing in response to Complaint #********, submitted by Mr. ******* ***** on July 18, 2025. The concern raised pertains to insurance coverage. We regret any inconvenience or dissatisfaction Mr. ***** has experienced and want to assure you that we take such matters seriously.Attached is our Consent and Services Agreement. We would like to highlight the billing section, which states:“You agree to pay for any and all services provided to you through Thriveworks, whether or not you have valid, in-network insurance. You agree that Thriveworks may bill any insurance you may have through the information you provide. Thriveworks will attempt to verify benefits on your behalf. However, benefits are not a guarantee of full or partial payment by your insurance company. Ultimately, it will be your responsibility to ensure your provider is in network with your insurance, and you may do so by contacting your insurance company directly. You will be responsible for any co-pays or other non-covered fees or costs...”Based on this agreement, we believe we have addressed the concerns raised in the complaint. At this time, we respectfully request that this complaint be closed. Should Mr. ***** wish to discuss the matter further, we are more than willing to speak with him at his convenience.We remain 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,******** **Client Experience Specialist

  Customer Answer

  Date: 07/28/2025

  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.your employee that you have hired told me that I was in network. your employee had all my information from my insurance card they briefly put me on hold and looked at my information and then came back and told me that I was in network again. It is not my fault that it was misled by your company. Therefore, I highly disagree and ask that you take responsibility for your companies actions and close out my account with you. 
  
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:07/08/2025

  Type:Customer Service 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 was seeing a therapist with this company via Telehealth on Zoom. Our last session on 6/24/2025 my therapist had an emergency with her dog running away and had to cut the 45 min-1 hour session after 15 minutes in. I was still expected to pay my full copay even without really having a session. I had an emergency with my child and had to cancel my session unfortunately for 7/8/2025. The customer support did not understand anything I was telling him which led to frustration and I am now being charged $135 for having to cancel due to an ailment with my child. There has been no rectification by the company nor the therapist. I am at a loss for words that a company that states they are here to assist with improving mental health and people’s well being would impose such a money hungry demeanor into the core of the company, especially for people such as myself that live paycheck to paycheck.

  Business Response

  Date: 07/11/2025

  To whom it may concern,We are writing this note in response to Complaint #******** received from ******** ********* on 07/09/2025. The complaint pertains to a late cancelation fee applied to their account. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint, we contacted the client on 07/09/2025 to clarify that the $135 fee had not been charged. However, since it appeared as an outstanding balance on the account, we proactively took internal steps to write off the charge to ensure it would not be billed.We followed up with the client via email on 07/10/2025 to offer further assistance or address any additional questions or concerns. As of today, 07/11/2025, we have not received a response.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 Answer

  Date: 07/11/2025

  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

  Date:06/27/2025

  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.

  I have a standing appointment with my therapist at 1pm every other Wednesday. I found out on Monday that I had a work meeting that conflicted with my appointment. I emailed my therapist at 1:43pm on Monday to let her know. I was then informed that because I emailed 45 MINUTES after the 48 hour cancellation window that I was going to be charged a late fee. I expressed that I felt as though that was really unfair and unreasonable and requested that we cancel my appointments going forward as I dont ever want to be in this kind of position again. The therapist said that IF I DIDNT CANCEL MY ONGOING APPOINTMENTS that she would be willing to talk to her manager to see if they could waive the fee as a one time courtesy. I chose to take a break because my work schedule is getting hectic. I got hit with the OUTRAGEOUS $135 cancellation fee today. So I guess because I didnt keep my appointments going forward she decided she wasn't going to see if the fee could be waived. I believe not only is $135 outrageous, but I really feel I was taken advantage of in this situation.

  Business Response

  Date: 07/02/2025

  To whom it may concern,We are writing this note in response to Complaint # ******** received from ******* ******* on June 27, 2025. The complaint pertains to a late cancelation fee. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint we contacted ******* via email to provide clarification. Our cancelation policy requires 48 hours notice to cancel or reschedule an appointment in order to avoid a late cancelation of $135. This policy is in place to honor and value our providers' time while remaining as flexible as possible for clients. As acknowledged by ******* in her complaint the cancelation request was submitted within 48 hours of the scheduled appointment which is why the fee was applied in accordance with our policy. A follow-up email was sent to ******* on July 1, 2025 offering additional assistance if needed. At this time we have no response in the thread.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,******** **Client Experience Specialist

  Customer Answer

  Date: 07/02/2025

  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 This rigid answer is exactly why I will NEVER seek therapy from this company again. Im going to need therapy to deal with the outrageous fee you charged me for nothing. You would think considering the industry you are in dealing with people who are having mental health issues that you would have a little more compassion. 45 MINUTES?! Would that extra 45 minutes really have made a difference in the therapist being able to fill that slot? This company has no compassion or common decency.
  
  Regards,
  
  ******* *******

  Business Response

  Date: 07/12/2025

  To whom it may concern,We are writing this note in response to Complaint # ******** received from ******* ******* on June 27, 2025. The complaint pertains to a late cancelation fee. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Our cancellation policy is included in the Consent and Services Agreement that was reviewed and signed by ******* on December 18, 2024. The agreement explains:"If you cancel or reschedule your appointment less than forty-eight (48) hours prior to your scheduled appointment time, you will be charged a $135 cancellation fee."In this case, the cancellation request came in just 45 minutes inside the 48-hour window. We absolutely understand how close that was and know these things can happen. That said, the fee was applied according to the policy in place.We hope this explanation provides some clarity. At this time, we request that this complaint be closed. We remain available should ******* wish to discuss this further.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,******** **Client Experience Specialist

• Initial Complaint

  Date:06/27/2025

  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.

  I contacted thriveworks over the phone to attempt and cancel my appointment for 3 days straight because the site wasn’t working for me. I was in the hospital and knew they had a 48 hour cancellation policy. I emailed them as well day of because I wasn’t getting through on the phone. They asked me for a hospital record for proof so they can check if I’m “approved” or not which is so ridiculous. I emailed them again and never received any response back. This was in December. For the past few months, I’ve been harassed constantly over email to pay for something which was never resolved, even though I wasn’t at fault. Now, IN JUNE, I just received an email of them threatening to send my balance to a collection agency. It’s ridiculous that this is a company for mental health but does everything to work against the customer and doesn’t help at all. There are so many stories of this company having issues, I should’ve know better. Please get therapy elsewhere.

  Business Response

  Date: 07/02/2025

  To whom it may concern,We are writing this note in response to Complaint # ******** received from ******** Torres  on June 27, 2025.  The complaint pertains to an applied late cancelation fee. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint we have contacted ******** via email on June 30, 2025 to inform that this fee was waived and the current balance is 0.00. A follow-up email was sent on July 1, 2025 reiterating waived fee and offering additional assistance if needed. At this time we have not received a response in that thread.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,******** **Client Experience Specialist

• Initial Complaint

  Date:06/26/2025

  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.

  My husband and I starting using Thriveworks for virtual therapy. On April 12th they charged my husbands account $340. Unsure of the charge, he called and they explained they charged him as a private payer and not through the health insurance. However, he was also charged the regular copay of $25. We were told it was an error on them and we would be refunded. However, the refund never came through. On May 17th there was another unusual charge of $195, on May 20th another $195 and $240. We called again and were told the same thing, they charged as a private payer and not through the insurance. My husband made sure they had the correct health insurance. Refunds on May 20th were issued in the amounts of $25, $20, $170, $25, and $170. I tried to contact Thriveworks about the partial refunds, they discussed the charges were from my husband's account. Further discussed he is a patient with them and has weekly therapy appointments and when I asked about the reason for the full refund not being issued, I was told they cannot discuss another patients information. This was after giving his date of birth and phone number to verify him as a patient.
  After my husband went back and forth with Thriveworks via phone and email, they still refuse to refund the incorrect charges. We have removed our billing information, so no automatic payments can go through. I gave them the copies of our bank statements with the automatic payments and partial refunds. The response was a breakdown of the completed appointments, but not the incorrect charges.
  This has caused unnecessary stress and financial hardship. We have both stopped our therapy appointments with the truth to our therapist, both stated they have had patients with the same complaints.
  This week we had a pending $50 charge, when called we were told it is for my husband's 21 year old son. Discussed his patient information. But, the card information is "not on file". So, we are unsure of how they keep charging us.

  Business Response

  Date: 07/02/2025

  To whom it may concern,We are writing this note in response to Complaint # ******** received from ******** **********  on June 26, 2025.  The complaint pertains to billing concerns in related to husband and stepsons account. We regret any inconvenience or dissatisfaction this may have caused and want to assure you that we take these matters seriously.Upon reviewing the details of the complaint we have reached out to ******** via email  On June 28th informing of authorization needed verbally or written to assist with any client account that may exist with us other than her own. We provided instructions for completing the necessary Release of Information (ROI) form available through the patient portal. ******** responded on June 30, and we followed up on July 1 and July 2, though we have not received any further communication. At this time, no completed authorization has been submitted.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,******** **  Client Experience Specialist  

  Customer Answer

  Date: 07/08/2025

  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 company would not discuss rhe matter with me without a release form from my husband. I asked for assistance getting access to the form. The response was that it was in thr portal but I explained we could not locate the form. They stated they emailed it to him but he didn't get it till I reached out on July 2nd. My husband was able to finally fill out the form on July 3rd. I reached out on the 7th and 8th and have not had a response confirming the form was received or to discuss the account. 
  
  Regards,
  
  ******** **********

  Business Response

  Date: 07/16/2025

  To whom it may concern,We are writing in response to Complaint #********. We appreciate the opportunity to provide further clarification and address any remaining concerns.******** mentioned difficulty locating the Release of Information (ROI) form needed to speak on behalf of her husband. We had advised that the form could be accessed through the patient portal and also confirmed that it had been emailed directly to her husband. The form was submitted on July 3, 2025; however, it was not completed properly, as it did not list ******** by name as the authorized third party.On July 12, 2025, we contacted ******** by email to let her know the form was incomplete and provided guidance on how to correct it. On July 15, 2025, we received a properly completed form that included her name as the authorized party. We followed up that same day via email with an update on the account, confirming that it had been placed in self-pay status due to a prior insurance verification showing inactive coverage. Since then, insurance coverage has been successfully reverified and the claims have been rebilled.We also confirmed that a total refund of $410.00 was issued to the original payment method on May 19, 2025. Refunds typically take 7–10 business days to be received, and if the refund has not been reflected, we advised reaching out to the financial institution for further support.As there was no response to our July 15 email, a follow-up message was sent on July 16, 2025, recapping the same information and offering additional assistance if needed.At this time, we believe the steps we’ve taken address the concerns raised by the complainant, and we respectfully request that the complaint be closed. Should ******** wish to continue the conversation, we remain available to assist at her convenience.We appreciate the BBB’s role in supporting this process and thank you for your attention to the matter.Sincerely,******** **Client Experience Specialist

• Initial Complaint

  Date:06/25/2025

  Type:Customer Service 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.

  Complaint Summary:
  I was misled by a Thriveworks representative who assured me that my session would be fully covered by insurance, with no co-pay or out-of-pocket costs. Based on that information, I scheduled one appointment.
  
  Complaint Details:
  Before booking, I clearly asked whether there would be any cost to me. The representative explicitly stated that insurance would cover everything and that I would not be responsible for any charges. Six months after the appointment, I received an unexpected invoice.
  
  I immediately contacted Thriveworks and explained that I had been promised full coverage. The representative on the phone told me the issue would be resolved, and I believed it was taken care of.
  
  However, 14 months later, I received a voicemail informing me that my account would be sent to collections. I again contacted customer service and asked them to review the original phone call—which they claim are "recorded and monitored"—to confirm what I had been told. I was then informed via email by ******* ** **************************** that no recording of the call exists.
  
  This experience has been deeply frustrating and has caused me significant stress. I feel misled and unfairly charged for a service I was told would be fully covered. I am requesting that Thriveworks honor the original information provided to me, remove the charge from my account, and cease any collection activity.
  
  Desired Resolution:
  
  Removal of the charge
  
  Confirmation that the account will not be sent to collections
  
  A written acknowledgment of the resolution

  Business Response

  Date: 07/01/2025

  To whom it may concern,We are writing this note in response to Complaint #******** received from ***** ****** on 06/26/2025. The complaint pertains to a billing concern regarding a deductible balance. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.We first contacted the client on 06/26/2025 regarding their concern. Our records indicate that ******* initial contact with Thriveworks occurred on February 22, 2024, to schedule a first appointment. While we are unable to retrieve the call recording from that date due to security limitations, we did send an email on March 1, 2024, following a full insurance verification. This email informed the client that ******* ***** requires a referral from a Primary Care Manager (PCM) for claims to be processed correctly and included instructions on how to obtain and submit the referral.No referral was ever received. As a result, ******* processed the claim under the client’s deductible, leaving a balance of $135.98 for the February 29, 2024 session with ******* ******.We advised ***** that, per the Consent and Services Agreement they signed on February 29, 2024, clients are responsible for understanding their insurance coverage and ensuring providers are in-network. The agreement also states that while Thriveworks will attempt to verify benefits on a client’s behalf, this is not a guarantee of coverage. Ultimately, it is the client’s responsibility to confirm with their insurance provider whether the clinician is in-network and whether a referral is required. Clients are also responsible for any co-pays, deductibles, or other non-covered costs.In response to our outreach, the client stated they were not informed of the referral requirement before the session. We explained that although we could not review the call recording to confirm what was discussed, it remains the client’s responsibility to confirm insurance requirements, including referral needs, prior to receiving services.Additionally, on 06/24/2025, our billing team reiterated via email that a referral was required for claims to be reimbursed at a higher rate. We invited the client to provide a referral if one had been obtained, but none was submitted. Because ******* has finalized the claim, we are unable to remove the balance, which remains the client’s responsibility.The client did not respond to our final outreach, and as of today, we have not received any further communication.We believe the steps we have taken appropriately address the concerns raised in this complaint, and at this time, we respectfully request that the complaint be closed. Thriveworks remains committed to supporting our clients and appreciates the BBB’s role in facilitating resolution efforts. Thank you for your attention to this matter.Sincerely,****** **Account Supervisor

  Customer Answer

  Date: 07/04/2025

  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.
  
  To Whom It May Concern,I am writing in response to the case involving Thriveworks.Thriveworks has repeatedly misrepresented facts, provided conflicting information, and failed to take responsibility for their actions. This situation was caused entirely by misleading communication from their own staff—and it is unacceptable that I am now being billed for it.When I initially scheduled my appointment, the Thriveworks representative explicitly told me there would be no copay, no fees, and that the session would be fully covered by *******. I was also told that the first session was just an introductory session, and that a referral would not be required. I was informed that a referral would only be needed for future sessions. Based on this, I proceeded with the appointment.After the session, I did not feel the therapist was helpful to my needs. Since I was told a referral would be required for any future sessions, and I did not intend to continue, I made the clear decision to cancel any future appointments. At no point was I told that I would need a referral retroactively for the first session.On March 1, 2024, I called Thriveworks again to verify the situation, and the representative once again assured me that I would not be billed for the past session. I was told clearly that the referral was only necessary going forward if I wished to schedule additional sessions—which I chose not to do. That phone call reaffirmed everything I had been told previously.Now, months later, Thriveworks issued an invoice and is trying to hold me responsible for a charge I was specifically told would not exist.Even worse, in their response, Thriveworks falsely claimed I did not respond to their billing department’s email sent on June 24, 2025. That is absolutely false. I responded on June 26, 2025, and to this day, I have not received a reply. Thriveworks’ claim that I failed to respond is simply another example of their dishonesty. I am the one waiting on them.To add to this, Thriveworks now claims there is no recording of the initial call—despite every call beginning with a message that calls may be recorded. It is extremely concerning that the recording “cannot be located,” as it would clearly confirm that I was misinformed from the beginning. When I received the first bill, I called again, and the representative told me that it was a mistake and that they would handle it and remove the charge. That assurance was, again, false.I’ve also reviewed numerous complaints filed against Thriveworks on the BBB, and I am not alone. Many others have reported being told one thing, only to later receive surprise bills and no resolution. This seems to be a pattern of behavior by Thriveworks: mislead patients, delay communication, and issue surprise charges months later when it’s too late for the patient to fix it.The issue here is clear: Thriveworks staff misrepresented the billing and referral process, gave me incorrect information multiple times, and then tried to shift responsibility onto me for their internal failures. I acted in good faith based on the information their representatives gave me. I cancelled my future appointments because I was told the first session would not be billed, and I have documentation and call records to support this.The only fair and ethical resolution is to remove this charge from my account immediately. I will not be held responsible for a situation that Thriveworks created through deception, miscommunication, and poor business practices.
  
  Regards,
  
  ***** ******

  Business Response

  Date: 07/09/2025

  To whom it may concern,We are writing in response to Complaint #******** received from ***** ****** on 06/26/2025 and rejected on 07/08/2025. We appreciate the opportunity to provide additional clarification in response to ******* concerns.As previously stated, our records show that ******* initial contact with Thriveworks occurred on February 22, 2024, to schedule their first appointment. While we are unable to retrieve the call recording from that date due to security limitations and because it falls outside our standard retention period, we did send a follow-up email on March 1, 2024 to the client after completing a full insurance verification. That email clearly outlined that ******* ***** requires a referral from a Primary Care Manager (PCM) for claims to be processed at the in-network rate and included instructions on how to obtain and submit the required referral.***** later spoke with one of our agents on March 5, 2024. While we are again unable to review the call recording due to the same retention limitations, our call notes do not indicate that the agent advised ***** they would not be responsible for any charges. According to the notes, the agent explained that the provider is out-of-network with ******* and that a referral would be necessary to avoid out-of-network responsibility for the session. Since no referral was received, ******* processed the claim for the February 29, 2024 session with provider ******* ****** under the client’s deductible, resulting in a remaining balance of $135.98.To reiterate, ***** signed our Consent and Services Agreement on February 29, 2024. This agreement outlines that clients are responsible for understanding their insurance coverage, including whether a referral is required. While Thriveworks makes every effort to verify insurance benefits as a courtesy, the agreement clearly states that this is not a guarantee of coverage. Ultimately, it is the client’s responsibility to confirm network participation and any referral requirements directly with their insurance provider. Clients are also responsible for any co-pays, deductibles, or other non-covered charges.While ***** stated they were not informed of the referral requirement prior to the session, our communication efforts, including the March 1, 2024 email and subsequent discussions, were intended to convey this information. We reiterated the referral requirement again via email on June 24, 2025, and invited ***** to submit a referral if one had been obtained. However, no referral was submitted. As ******* has finalized the claim, we are unable to adjust or remove the outstanding balance. At the time of this response, the balance has been transferred to collections. The client will need to contact the collection agency directly for any further resolution.We believe the steps we have taken appropriately address the concerns raised in this complaint, and at this time, we respectfully request that the complaint be closed. Thriveworks remains committed to supporting our clients and appreciates the BBB’s role in facilitating resolution efforts. Thank you for your attention to this matter.Sincerely,****** **Account Supervisor

  Customer Answer

  Date: 07/09/2025

  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.
  As I have previously stated, I was clearly assured by a Thriveworks representative that I would not be responsible for any deductible or out-of-pocket costs for my session. I asked multiple times, and each time, I was told that my session would be fully covered by insurance and that no referral was required for the initial appointment.When I asked what the cost of a session would be if not covered by insurance, the representative informed me that it would be $200 per session. But they assures me that it is fully covered by insurance. However, my insurance was billed for more than $300, which is both unexpected and unacceptable. It appears that Thriveworks significantly increased the billed amount—possibly to obtain more from the insurance provider and still charge the client directly.Despite what I was told on the phone, I received a bill for that first session, and Thriveworks is now claiming something different is noted in their records. This is extremely frustrating, as I feel the company is misrepresenting conversations and failing to take responsibility for what their representatives actually say to clients.To make matters worse, Thriveworks now claims they cannot retrieve the recordings of those calls because they occurred more than a year ago. In my opinion, everything about this process seems intentional. They waited just long enough to respond, and now conveniently say the records are unavailable. It feels like this was designed to prevent accountability and avoid proving what I was told. That is not only unprofessional—it is deeply unethical.Even more concerning, I received a phone call from Thriveworks just two weeks ago, where I was clearly told that if I did not pay within 30 days, the bill would then be sent to collections. However, in your response to this BBB complaint, you have already stated that the bill has been sent to collections—well before the 30-day period expired. This directly contradicts what was communicated to me and only further reinforces my point: Thriveworks says one thing and does another. This is not how a responsible or ethical healthcare provider should operate.I want to make it very clear:I do not accept this charge, and I will not close this claim. I was told this session would not cost me anything, and I trusted that information when I scheduled the appointment.I initially reached out to Thriveworks in search of mental health support. Instead, I encountered confusion, miscommunication, and billing issues. I was transferred from one representative to another, receiving inconsistent information and no real resolution. What should have been a step toward healing left me feeling dismissed, overwhelmed, and financially burdened.You are not helping people improve their mental health—you are actively making it worse. This experience has only added stress, distrust, and hardship to what was already a vulnerable situation.Based on my experience, Thriveworks has not demonstrated the transparency or accountability one should expect from a mental health provider. I sincerely hope the company re-evaluates its internal communication, billing practices, and ethical standards—because people seeking care should not walk away feeling even more distressed.And while I’m not in the business of slogans, it’s hard not to reflect on this one:"Thriveworks: We Thrive. You Work… to fix our billing mistakes."This statement, though tongue-in-cheek, sadly reflects my experience with this company.
  Regards,
  
  ***** ******

• Initial Complaint

  Date:06/16/2025

  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.

  Billing my card at weird times , wants to charge $135 to reschedule my appointment after i let them know i haven’t been able to get in touch with anyone . They refused to transfer me to anyone and let me know that their leadership will say the same thing they said then argue with you back and forth and pretend they can’t hear you. SCAM

  Business Response

  Date: 06/23/2025

  We are writing this note in response to Complaint # ******** received from  ***** ***** on June 17, 2025. The complaint pertains to concerns related to billing times and our cancellation policy and fee. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.After reviewing the details, we found that ***** contacted our support team on June 16 at 10:59 AM to cancel her appointment scheduled for June 17 at 12:00 PM. Our policy requires at least 48 hours’ notice to cancel or reschedule appointments without incurring a fee. As the request fell within that window, the standard $135 late cancellation fee would apply. At this time, we have not found any prior contact attempts regarding this cancellation, but we have asked ***** to share any documentation she may have so we can take another look.We also addressed the concern about seemingly random charges. Our billing system runs on automatic processing, which means any outstanding balances are charged as they become due. Clients can log in anytime at ******************* to view and manage their payments.A follow-up email was sent on June 18th 2025 again requesting documentation of earlier outreach and offering additional assistance if needed. At this time we have not received a response in the email thread.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,******** **Client Experience Specialist

• Initial Complaint

  Date:06/11/2025

  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.

  In 2024 Thriveworks took an unauthorized charge from my credit card, which they then refunded due to their own error. I demanded they take the card off of the file due to this error costing us fees. Today, they made a $135 charge to AN EXPIRED card that was supposed to be removed last year! I had full intent to pay them Thursday when we got paid. We only had $135 to feed our family until next Thursday & this is our emergency credit card. Again, they didn’t even have the correct card information due to it being expired, but somehow the charge went through. I did not authorize the use of this card or this charge, they just fraudulently took it out. I explained to the tech who took my call that this card shouldn’t have even been on file & that it was expired at that, along with the rest of what I just shared. He refused to cancel the charge. I even offered to give him our debit card information to schedule the payment be taken out Thursday when we get paid, but they do not care. They want their money however they can get it, no matter who it hurts. I did not authorize use of this card, the numbers do not even match the expired card. I did not authorize this payment either. I’ve seen alot of complaints about this very thing. What Thriveworks is doing to us is FRAUD.

  Business Response

  Date: 06/17/2025

  To whom it may concern,We are writing this note in response to Complaint #******** received from ********* ****** on June 11, 2025. The complaint pertains to the client being charged $135 on a card they had previously asked to be removed from her file. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint we have thoroughly reviewed the account and found that the client did ask in June 2023 to have the card removed from her account. We have confirmed it is now removed and refunded the $135 back to the client so they can pay with the account that they wish to use. We reached out to the client to apologize for the inconvenience, explained the refund process, and provided the mailing address so they can make a payment the way that they chose. The client acknowledged the balance would still be due even though we are refunded the card previously charged. 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 Answer

  Date: 06/19/2025

  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 pay them as soon as the refund clears in my account.
  
  Regards,
  
  ********* ******

• Initial Complaint

  Date:06/09/2025

  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.

  Since 7/28/23 I have received bills for a therapy session that I received no services for. I have filed complaints with their head of services back in 2023, and was told by them and head of billing that my account would be resolved. I have called and emailed each time they randomly decide to follow up and send me a new bill, told its resolved again and then it happens again many many months later. I am past my point of communicating with this "business" as this has gone on for almost 2 years. The last communication was attached and they just sent another notice today (6/9/25).

  Business Response

  Date: 06/10/2025

  To whom it may concern,We are writing this note in response to Complaint #******** received from ***** ******* on 06/09/2025. The complaint pertains to the client's dispute of an outstanding balance from a session held on 07/07/2023. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint, we have thoroughly examined the client’s account and session history. Our records indicate that the session in question held on 07/07/2023 did take place. Detailed clinical notes from the clinician confirm that services were rendered. This session was then billed to the client's insurance provider, which processed the claim and applied the deductible to the client's responsibility in the amount of $113.42, in line with their benefits policy.The client specifically requested no further contact from Thriveworks, as part of their complaint submission. Due to this request, we have respected their wishes and have not initiated additional contact.We believe that the steps we have taken—reviewing the clinical documentation, insurance processing details, and respecting the client’s communication preferences—adequately address the concerns raised by the complainant. 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 Answer

  Date: 06/11/2025

  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.
  
  On June 26, 2023 I did have my intake appointment and had notes created. However, on July 7 during my next appointment the person I met with spent the entire session looking up childcare facilities in the area. The clinician was also late to the appointment that day. Following that appointment I submitted an email explaining my lack of services received and on July 25, 2023 at 1:30pm I talked with ******* *******, LPC and Regional Clinic Director about my experience being so horrible as the person did not provide any therapy services during that time. It was told to me that I would not be charged for that session and I canceled all future sessions due to this experience. I was told my account would be closed and no further communication or action was needed by me after that conversation, yet I still receive bills one or two times a year, and have to go through the same complaint issue every time. I am fed up that I have been told multiple times that this case would be closed and yet still have to bring up this horrible and mentally scarring experience again and again. 
  
  Regards,
  
  ***** *******

  Business Response

  Date: 06/16/2025

  To whom it may concern,We are writing this note in response to the Complaint Rejection, Complaint #******** received from ***** ******* on 06/13/2025. As previously noted, upon reviewing the details of the complaint, we conducted a thorough examination of the client’s account and session history. Our records confirm that the session in question, held on July 7, 2023, did occur. Clinical documentation provided by the treating clinician indicates that services were rendered, and the session lasted 54 minutes. Following this, the session was submitted to the client’s insurance provider, which processed the claim and applied the deductible amount of $113.42 to the client’s financial responsibility, in accordance with their benefits policy.Following the rejection of the complaint by the client, we conducted a follow-up review with our Clinical Director team. We were advised that the client had expressed a desire not to be held financially responsible for the July 7 session. However, after further evaluation and direct communication between the client and the Regional Clinic Director, it was determined that the session fee could not be waived. This decision was based on the fact that the client was present for the full 54-minute session and clinical services were rendered.Additionally, as part of the complaint submission, the client explicitly requested no further contact from Thriveworks. We have fully respected this request and have not initiated any additional communication with the client directly. We believe that the steps we have taken adequately address the concerns raised by the complainant. 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 Answer

  Date: 06/20/2025

  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.  I was told by the regional director that I would not be held financially responsible for any services in that date at the person I met with spent the entire session looking up childcare facilities during the session and did not provide any services to me as a client. To now be told I am financially responsible reverses the decision and promise I was previously told. I am not sure what “notes” were written during the session as there was nothing provided from a services standpoint. This had previously been discussed by myself and the regional director immediately following the originally meeting by date. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:06/03/2025

  Type:Customer Service 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.

  Back in February my father was moving into a new apartment complex and in order to bring his dog, that was my brothers who passed away a year prior, we were told me needed to get an Emotional Support letter from a therapist in order to accept the animal. I signed my father ******** ***** up for Thriveworks for virtual sessions as it was to take place literally as we were moving him and the complex accepted this as long as we could get the letter within a timely manner. After talking with the scheduling person they advised we talk with ****** ********* in which we did. ****** was a great help but then was found that after the recommended 3 sessions with ****** Thriveworks would not issue the ESA letter so I spoke with a supervisor on the phone and they said we have to go 5 sessions to get the letter in which we did. ****** wrote a letter in the form of an email stating the need for the dog as an Emotion Support Animal but the apartment complex needed the letter on official company stationary as well as the signature and information of the therapist. This was all laid out in an attachment I sent for the requirements from the complex to them. I have tried reaching out to the therapist as well as Thriveworks support to get this matter resolved and I have been ghosted by all of them with out even a no sorry we cant do that. This company seems to only care about charging its patients instead of actually helping them with what they need as in this case I need this ESA letter or my father is going to have the dog kicked out or worse he will be kicked out for breach of contract and he is a retired vet with a minimal income so getting into anywhere will be hard.

  Business Response

  Date: 06/10/2025

  To whom it may concern,We are writing this note in response to Complaint # ******** received from ****** ***** on June 6, 2025. The complaint pertains to the customer reaching out on behalf of their father in regards to receiving an ESA letter. We regret any inconvenience or dissatisfaction experienced by the customer and take these matters seriously.Upon reviewing the details of the complaint we have reached out to the customer on June 4th, 2025 and again on June 9th, 2025 with a HIPAA Verification Email. We explained we needed the clients information in order to verify and review the account in regards to the complaint. 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 ****** or the client 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 Answer

  Date: 06/10/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me only because I was able to get what I needed prior to their initial contact via a director and clinician of the practice. Just for the record their response they said they sent on June 9th about HIIPA verification was never received as the only mailing I received from them on that date was this: ***** ******* *********
  
  
  ** **** **** *** ** ***** ***** *** ** **** ** ***** **** *** ** ****** *** ******* ************ *** **** ****** ******** ****** *** *********** ********** **** ******* ****** ** * ******** ******** ** ******* *****At your convenience, please reach out to us so that we can attend to any specific concerns you wish to discuss. You can easily connect with us by replying to this message. As a benefit, we have extended hours to assist you. We are available from 8:00 AM – 9:30 PM EST Monday through Friday, and Saturday & Sunday 8:00 AM – 6:00 PM EST. Warmest Regards,***** Even though I am clicking accept it is not because of the actions they said they "took".   I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** *****