(In fact, even some directories, like Mental Health Match, offer matching.). Then, we tested the services ourselves, conducted comprehensive data collection research, and evaluated our results with the help of three licensed therapists. Over 1 million members across the country use Thrive Market to save money on the best healthy products around. Unlicensed you can apply for a behavior coach and they pay $27.50 a session. In reviewing my year end credit card statements for 2022 and 2021, I discovered that Thriveworks charged me $39 each month starting 2/2/2021 through 12/2/2022 ($897 total). We encourage the client to respond to the billing representative in order to resolve this issue as quickly as possible. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile. Note that complaint text that is displayed might not represent all complaints filed with BBB. Specifically, we evaluated each company on the following factors: website usability, the sign-up and therapist matching processes, therapist qualifications, types of therapy offered, the service's quality of care, client-therapist communication options, session length, subscription offerings, client privacy protections, average cost and value for money, whether it accepts insurance, how easy it is to change therapists, overall user satisfaction, and the likelihood that clients would recommend them. Thriveworks has been harassing us via phone, text, and email for 9 months about a billing error that occurred on their end. Randomly I started getting $198-$250 charges once a month with no knowledge. Once I chose a time for my first appointment, I was asked to create an account, which I did via my Gmail. It is important to remain professional and productive when participating in the BBB complaint process.FAQRegards, *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. In the end they stole easily $650+ from my bank account. *** ******, - Lied and told me that they provided services for psychological ******** ***********, but it was not the case at my appointment
Late in the evening on 1/30 she was admitted to a psychiatric hospital. When you enter the Thriveworks homepage, you immediately see a button to book a session.
As a matter of policy, BBB does not endorse any product, service or business. We have confirmed that a member of billing reached out on 3/28 to clarify that the $99 charge was refunded and to go over any other fees for sessions, including confirming that we have no record of them being charged for another client's sessions. No services were received for this fee and no subscription was authorized. [A default letter is provided here which indicates your acceptance of the business's response. Hello- We are so sorry to hear about this issue. We contacted them by email and phone about the issue and asked them to adjust the account balance. You're Data Is Shared and SoldNow What. I was on hold for over 90 minutes and had to hang up (a work meeting).It is reprehensible that there is a COMPLETE inability to get in touch with ANYONE without being on hold for 20 minutes.Seeing how many people have had similar issues being wrongly charged, and the inability to reach anyone to rectify the situationI think an investigation is in order.It's a shame that Thriveworks is such an incredible mess of a business because I love my therapist. 1. I was told someone would get in touch with me but no one ever did. BBB Business Profiles may not be reproduced for sales or promotional purposes. To cancel your Thriveworks membership, you have a couple of options. While all of their therapists are qualified, licensed counselors, psychologists, and/or psychiatrists, theres very little information available about them on the site to help you choose one. We encourage the client to continue to communicate with our billing team in order to resolve any further questions or concerns as quickly as possible. After reaching out to our billing team, we were able to confirm that they have reached out to the client to go over charges, as well as apologize for any miscommunications on our part.We believe this issue to be resolved but encourage the client to continue to communicate with the billing representative if there are any further questions/ concerns. ****** *****. We forwarded the receipt showing the paid balance and requested they stop contacting us. I have no reason why this was done. Instead, its up to you to pick a therapist that you want to work with (based on the search filters) thats available at a time you like. A full forty-one percent said that they found the services only somewhat affordable and another 11% found it either not very affordable or not affordable at all. This isnt surprising when you consider that Verywell Minds research indicates that 40% of people need financial assistance in order to afford therapyso paying $99 or more per session (plus a membership fee) can add up quickly if you see a therapist every week. I'll note you haven't addressed the constant billing statement emails you've sent me as well. I submitted my insurance information and made my first appointment. Called them to make a therapy appointment. If you are licensed you can apply for therapist and it's $42 a session and $80 an intake. In this sense, Thriveworks feels more like a directory of therapists rather than an online therapy company such as Talkspace and BetterHelp, which help match you. Telepsychiatry is generally appropriate just like teletherapy as long as the provider has training in providing care via that type of platform, she adds. 2023, International Association of Better Business Bureaus, Inc., separately incorporated Better Business Bureau organizations in the US, Canada and Mexico and BBB Institute for Marketplace Trust, Inc. All rights reserved. I noticed recent charges from Thivewrks, despite not having had an appointment in a month. Thriveworks did not respond to my questions about a refund and only said they would cancel my subscription. Well guide you through the process. However, if you live in one of the five states without in person services, you can still take advantage of their online therapy services. Choose how you would like to contact our team below! Below is a summary of the action we have taken in regards to this complaint. Thriveworks employs some excellent counselors, but they commit insurance fraud and scam patients out of money. Multiple attempts were made, with documentation, to get the bill adjusted. If you think you need to cancel a membership because you have lost access to your online account, not so fast! We will extensively review the call and ensure that we do better additionally, please know that you are always welcome to call us and ask to speak to a supervisor. Hannah Owens is the Mental Health/General Health Editor for performance marketing at Verywell. International Association of Better Business Bureaus. We have confirmed that our billing team has reached out to the client to go over charges, including to verify that all charges were for their account. After reaching out to our billing team, we were able to confirm that they've been able to connect with you to make sure that all claims were processed correctly. Thriveworks deducted $395 from my checking account today. If there is any further assistance we can provide, we encourage the client to reach back out to us. Hello- We are sorry to hear about this issue! I disputed it with my credit card and thats the only reason the charges look like they were reversed. I don't even have a death certificate yet let alone proof. This just continues to waste more and more of my time and continues a terrible customer experience. Like many subscription services, instructions on how to cancel are . We surveyed 105 users from each online therapy company and asked the companies to complete questionnaires. Our survey results indicate a high level of customer satisfaction. The sign-up process is exactly the same and the psychiatry sessions can be conducted via telehealth just as effectively as talk therapy can, says Dr. Amy Marschall, a clinical psychologist and one of the subject matter experts we worked with on this project. Sometimes, there is also a video of the therapist available, but they are no longer than 30 seconds, and there are no links to their professional websites. Hello- At Thriveworks, our goal is to provide a positive experience from start to finish. I never authorized this out-of-pocket expense because I go through my insurance on my account. This allowed us to directly compare services offered by gathering qualitative and quantitative data about each company and its users experiences. If youre not seeking a therapist that specializes in serving marginalized communities, then Thriveworks has many qualified providers available. I think their response is ridiculous. According to Dr. Nicholas Hardy, LCSW, lacking a race-related filter option whether intentional or unintentional, creates a barrier for those who already experience a disproportionate number of barriers in mental health., Thriveworks does allow users to filter therapists by what therapeutic techniques they use. 2. Hello- We are sorry to hear about this issue. On top of the great prices you get on our selection of organic, non-GMO and sustainable products, you will have access to: Incredible promotions on your favorite brands- from extra savings to free gifts with every order! As a result, I communicated with my therapists entirely by video call and email. Thriveworks continues to send excessively frequent emails and text messages about a purportedly outstanding debt. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I have asked to cancel my subscription, they have not done that either. They wanted to speak with her. Every week all new applications are reviewed. Prior to my appointment, I requested via phone the amount that I would owe during my first appointment. I have asked for this information on 3 separate occasions and to this date, no one has given me that information. El is a current master's student at Emerson Colleges Writing and Publishing program and writes about mental and physical wellness for VeryWell Mind, VeryWell Fit, Shape, and EatingWell. The Thriveworks support team is available seven (7) days per week. Affiliated physicians, at their discretion, may allow patients to cancel their memberships. A week later they called AGAIN and left a voicemail about the outstanding balance, which no longer exists! Our team has confirmed that they have reached out to the client to confirm that their membership is cancelled, and that our billing team is currently working to get in touch with the client's insurance to process their claims. It offers treatment through both telehealth and in-person modalities, and this flexibility is something that very few of its competitors offer, especially at such a large scale in 48 states. If you click this button, it leads you to a calendar enabling you to click on the available appointment that works best for you. Thriveworks is committed to providing you with the best experience possible. *In Canada, trademark(s) of the International Association of Better Business Bureaus, used under License. - called billing twice with no followup or resolution
Thriveworks has been deceiving in their billing procedures. Thriveworks offers therapy for a wide range of mental health issues, including: Its a useful service for anyone who might need therapy to fit into their busy schedule, or who cant make appointments work at the same time every week. We have confirmed with our billing team that emails were sent prior to the charge in question, and that our team has reached out to go over the claims and the patient responsibility after processing through insurance with the client. We have confirmed with our team that they have reached out to the client to assist further, including refunding any overcharged amount. There is no space and time set aside for doing the emotional work that the user needs to do, which is a basic tenet of talk therapy. I cancelled the card and got a new one. I called to request a refund and was told my daughter had to call with me due to privacy issues because the account was in her name even though I only wanted to discuss the billing. The filters let me refine my search results based on issues the therapists addressed, what insurance they accepted, the type of therapy they conducted, where I was located (i.e. I want to speak with the individual who creates and has responsibility for initiating or changing these billing processes not some individual who does the general billing. If you have billing issues, you may want to contact billing support directly. Today I finally received an email for someone to actually speak with me. While this may be enough information for some people, it can be lacking if youre looking for a therapist with a specific racial identity, religious background, or another marginalized identity. We encourage all clients to leave their feedback so that we can work to make any necessary improvements. A supervisor would not get on the phone but the representative told me that they are trying to reach the other individual that had the session so they can have her pay for it before Im refunded on my account. It can be canceled immediately. Thriveworks is a mental health franchise available in 40 US states that offers online and in-person mental health services for kids and teens, individuals, couples, and families. The sessions were booked with an email I don't recognize. Our billing team has been in touch with the client and have refunded all overcharged fees. Today, after not using their service for 8 months, they took $396 out of my bank account. We believe this issue to be resolved but encourage the client to reach back out to us at ******************************** if there are any other questions/concerns. BBB Business Profiles are provided solely to assist you in exercising your own best judgment. Thriveworks Birmingham is located at 400 Office Park Dr, Suite 308, Birmingham, AL 35233. Businesses and Customers should be civil, courteous and polite in their responses to complaints. U Penn. Regards,
We believe this issue to be resolved but encourage the client to reach back out to us if we can assist further. Memberships are issued for one-year terms. Since that time, they have made multiple attempts to charge my credit card for $39.00 and $99.00. We believe this issue to be resolved but encourage you to continue to communicate with the billing representative if you have any further questions/concerns. Sixty-seven percent of our surveyed users paid for Thriveworks via their health insurance, indicating that this is a viable option for many seeking help. If not for poor billing, I'd give it 5 stars. Again they said they would adjust the bill. Ninety percent of users rated them as being good, very good, or excellent overall. The next day I received another email from a different representative from billing, giving me a totally different reason for the charges. As weve mentioned, the quality that makes Thriveworks stand out the most against its competitors is its flexibility. I never received any bills. Ive called 5 or 6 times and even spoke to supervisors. This is shown clearly in the attached screenshot. Regards,
March 15 2023 I have a pending charge from PROPAY THRIVEWORKS for $409.24. There also used to be a $39 per month membership fee in order to schedule sessions with a Thriveworks therapist, though that membership fee could be waived - however, Thriveworks discontinued this practice as of January 2023. Indicated amount was correct and I would not be billed for any future visits including copays as my insurance Medicare Advantage plan covered. He stated he would transfer me to billing. Medical Reviewers confirm the content is thorough and accurate, reflecting the latest evidence-based research. El is a current master's student at Emerson Colleges Writing and Publishing program and writes about mental and physical wellness for VeryWell Mind, VeryWell Fit, Shape, and EatingWell. We want them to remove us from their contact list, delete our account from their system, and cease and desist with any further contact. We explained that she had been admitted to the hospital and could not make or receive phone calls at that time. A supervisor named ****** told me she was going to refund this. If you want to learn more about its services before booking, you can scroll down the homepage and watch a video or read a bulleted list outlining Thriveworks offerings.
Thriveworks has more than 2,200 providers and over 380 physical offices in 48 states plus Washington DC. When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints. Its also worth noting that the only way to find a therapist comfortable with queer clients is to mark LGBTQIA+ as something you need help with, which I found problematic because it suggests that queerness is a source of negativity in my life. We'll even try to get a refund on your behalf. Thank you, {{form.email}}, for signing up. We believe this issue to be resolved but encourage you to continue to communicate with the support representative if you have any further questions/concerns. We have confirmed with our billing team that the client does not have any outstanding balance and that they will no longer receive any communications from our team, as their account has been fully closed. For this review (and for the sake of my busy graduate school schedule) I chose to just work with therapists who offered teletherapy. Its a scam. somebody finally called me on 3/28. This company does not **** the insurance company they **** your credit card on file without billing the insurance. The company advertises a great salary to pull you in. I cancelled all future appointments and this has been documented. Half of the users ranked it as a very good or excellent value for the money and said that it was likely or very likely they would still be seeing their Thriveworks therapist a year from now. I receive text messages from them every other day saying I have a balance due. Once you submit the details, we'll work on canceling your subscription! The second time, the woman was very rude and hung up on me. After entering your city and state, you are presented with an identical calendar showing the therapists closest to you who accept in-person clients. Emailing support is a non-emergency way to contact a company with membership or billing questions. The company is called "Thriveworks" and they offer online therapy/medication management. 2023 Dotdash Media, Inc. All rights reserved. They are available to assist: There are times when trying to handle issues with a company comes to a halt and you are not receiving a satisfactory resolution to your problem. When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints. Seventy-two percent said it was better or much better compared to previously used services. Our website is not intended to be a substitute for professional medical advice, diagnosis, or treatment. Regards,
It has in-person centers all over the country, its therapists have evening and weekend hours, it accepts insurance, and it provides multiple types of services, including medication management. No billing info. However, it is important to note that telepsychiatry requires oversight, especially if prescribing controlled substances. Thriveworks is growing, so we try to make the interview and hiring process as simple as possible. No action was taken by the billing department. When you visit the site, Dotdash Meredith and its partners may store or retrieve information on your browser, mostly in the form of cookies. You can simply use our service to handle all of your subscription management needs. They asked for proof and I provided proof from my HSA account and then they stopped responding to me. DoNotPay will notify you once the service has been canceled. Upon cancellation, your access to Thrive Market membership perks will continue until the end of your already-paid membership period. However, a blog post on the site states that Thriveworks has therapists who utilize strength-based counseling, solution-focused brief therapy, cognitive behavioral therapy (CBT), dialectical behavioral therapy (DBT), and other evidence-based techniques.. Another month went by and they contacted us about the incorrect balance and threatened to send it to Collection. If you have any questions, comments or concerns about this website please send us a message. I Tried the call back feature and no call back either. We can handle everything from diaper services to gym memberships, to gaming or music services. If you don't have a portal account yet or have forgotten your password, please contact our office. They charge a monthly subscription fee that wasn't well advertised (at least at the time I signed up). Asked them why they needed a credit card and if they were planning on charging me. Thriveworks is currently working towards complete Accessibility of this website. We make it simple and stress-free. - provider charged extra fee for evening hours but did not state the rate differential up front or that there was a surcharge for evening hours
BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. They stated that the credit card was needed in case the insurance didn't cover the cost of the appointment. I am requesting a full refund that was deducted from my account without my permission. America faces a mental health care crisis. You will be connected to a dedicated Thriveworks Success Navigator who will help you schedule your appointment as a Sidecar Health member. We are tired of this company harassing us for money we do not owe. . Thank you for your assistance. It can help you or your family deal with trauma, grief, depression, family and relationship problems, or other concerns. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. which were $130 after insurance, I called on 4/13/22 to cancel my membership and told them to take my credit card information off . This means that you have a little more control over how intensive your therapy is (and how much you spend on therapy). I called twice to confirm that this was accurate prior to continue booking sessions. How Do Therapy Sessions Work at Thriveworks? Fill in the required information, and send it. Thriveworks is a nationwide organization of licensed counselors and psychiatrists that offer in-person and virtual care.. They then charged for 4 visits at once. Has anyone used them or know of a therapist that does weekends? We have confirmed with our support team that the client was able to connect with our team in order to address their concerns and assist with billing through our patient portal. I have called Thriveworks 3 times. We understand and empathize with your situation and how you must have been feeling during that initial conversation with us. So if anyone from this office decides to respond to this complaint, give me the name and phone number for the corporate office so I can communicate directly with them. BBB is here to help. We have confirmed with our billing team that any balance due has been written off, and that our team has communicated this with the client, as well as apologize for any miscommunications on our part. DoNotPay can cancel more than just Thriveworks or counseling memberships. Thriveworks also collects your credit card information at signup, but your therapist will also have to collect your card information at the end of the session in order to receive payment. Again it was my financial information on file. Many people have claimed they received surprise bills or were still being charged a membership fee months after canceling their membership. In addition to its blog, Thriveworks also maintains a strong Instagram presence with videos from therapists with mental health tips and infographics about important topics, such as suicide. 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. We'd love a chance to make things right. One big drawback of the company, though, is that there isnt an easy way to search for a therapist that specializes in treating BIPOC clients. Thank you for taking the time to bring this to our attention. An efficient scheduling system enables you to start therapy within days. DoNotPay can help you regain access to your online accounts: Helping you manage your memberships and subscriptions is just one of the many valuable services DoNotPay provides. 10 reviews of Thriveworks "The warm atmosphere and friendly people make going here a highly enjoyable experience." . To determine how well Thriveworks held up against its competitors, we surveyed 105 users of 55 different companies and sent all the companies a questionnaire to complete. Therapists have availability within 48 hours, Both virtual and in-person therapy available, Individual, couples, childrens, and family therapy available, Offers psychiatry and addiction counselling, Therapists cannot be filtered by identity. See details. Even Thriveworks' cancellation policy is more accommodating than most, giving you 23.5 hours . After doing some research, I see this is a pattern with this company and am urging TW to make their costs more transparent so that people like me who are vulnerable and seeking counseling will not have added stress of unknown large bills. Furthermore, statistics from the U.S. Department of Health and Human Services indicate that the country would need an additional 7,420 mental health professionals in order for the public to be adequately served. With this news, I agreed and signed up for my next session. And yes, I was scammed as well. 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/ concerns. It doesnt have offices in New York, North Dakota, South Dakota, Vermont, or West Virginia. I was unavailable, so I responded via email. I signed the waiver they asked and have continued to bill me more than 1300. I attended my counseling session and found it to be a good fit so I booked my next session and then called the thriveworks number and spoke with an agent to find out what I would need to pay for my appointments. The late cancellation fee of $135 will only be charged if a client: Doesn't cancel or reschedule with at least a 48-hour notice Doesn't show up for their appointment Their billing department transferred me in circles and then hung up on me. We worked with subject matter experts to get their expert analysis on how suited this company is to provide quality care to therapy seekers. It accepts an extensive list of insurance plans, increasing your chances of being able to get your therapy covered. For your reference, details of the offer I reviewed appear below. **** ******. Whether you prefer in-person or online sessions, Thriveworks can meet your needs in an ever-changing mental health care environment. They tried charging me while the card was frozen. They want you to jump through so many hoops hoping you eventually will give up so they do not have to refund the fee.
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