We worked with subject matter experts to get their expert analysis on how suited this company is to provide quality care to therapy seekers. Regards, Get the latest mental wellness tips and discussions, However, there may come a time when you no longer wish to use the membership and need to cancel it, whether it is due to finances, finding another therapy option, or feeling successful and prepared to take a break from therapy. I was charged a membership fee I only agreed to if the features, services and app that they told me we would get upon being a member. I disputed it with my credit card and thats the only reason the charges look like they were reversed. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. It is so valuable to be able to choose a therapy setting that works best for you. Sixty-four percent of our survey respondents said they didnt need to switch therapists. Fortunately, you can filter therapists by what insurance plans they accept to help you find a therapist that takes your plan. You should receive a response back from them within a few hours. It felt very personable. - removed $149 from checking account when not authorized to do so. Their billing department transferred me in circles and then hung up on me. You're Data Is Shared and SoldNow What? I ended up canceling the appointment more than 24hrs ahead. Called them to make a therapy appointment. Our survey results indicate a high level of customer satisfaction. 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. 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. Im a patient with Thriveworks counseling. As someone who uses telehealth therapy often, I felt willing to open up because I didnt feel like I was using a service run by a massive corporation. I'll note you haven't addressed the constant billing statement emails you've sent me as well. We believe this issue to be resolved but encourage you to reach back out to us at ******************************** if there are any further questions/concerns! *In Canada, trademark(s) of the International Association of Better Business Bureaus, used under License. I never received any bills. Whether you prefer in-person or online sessions, Thriveworks can meet your needs in an ever-changing mental health care environment. My last visit was February 14th. I am requesting a full refund that was deducted from my account without my permission. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. Went online and read multiple reviews about how they attempt to make unauthorized charges on people's credit cards. Hello- We are sorry to hear about this issue! When you enter the Thriveworks homepage, you immediately see a button to book a session. We save you the time and headache of having to contact multiple companies and handle different cancellation policies. We explained everything AGAIN and provided documentation. Thank you for your assistance. Thriveworks is committed to providing you with the best experience possible. 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. Thriveworks Birmingham is located at 400 Office Park Dr, Suite 308, Birmingham, AL 35233. Thriveworks also offers family therapy in Birmingham. If you no longer have the original email, you can try another option. We believe this issue to be resolved but encourage them to reach out if there are any further questions/concerns. They lied initially, essentially tricked me into giving them my credit card number and now are harassing me and continuing to attempt to make unauthorized charges on my credit card. Today I finally received an email for someone to actually speak with me. I submitted my insurance information and made my first appointment. 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. After multiple exchanges we paid the actual amount that was owed and AGAIN asked them to fix the remaining balance on their side. Regardless of where you click, it is easy to find clear information about Thriveworks offerings, and it was easy to find answers to all of my questions. We understand and empathize with your situation and how you must have been feeling during that initial conversation with us. Choose how you would like to contact our team below! I mistakenly scheduled my daughter for an in-person appointment three hours away from where we lived. Mr. ****** obliged. BBB Business Profiles may not be reproduced for sales or promotional purposes. Our billing team has been in touch with the client and have refunded all overcharged fees. (According to Brightside, there is up to a 60% better chance of recovery with both medication and therapy.) 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. BBB Business Profiles are provided solely to assist you in exercising your own best judgment. - 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 The whole process felt less like starting therapy and more like signing up for a hot yoga class because of how little information I needed to enter. Thriveworks Counseling Mt. Still, the pay-per-session rate of $99 makes Thriveworks more expensive than some of the other companies we reviewed, especially compared to those that only charge you a monthly subscription. When I called in they state that they have a plan they offer for 99 per session but never told me that up front. Every week all new applications are reviewed. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles. And yes, I was scammed as well. However, it is important to note that more serious mental health concerns (such as suicidality and psychosis) are not effectively addressed with an online therapy service, she explains, as those issues generally require a higher level of care and more frequent sessions than other diagnoses.. Hello- We are so sorry to hear about this issue. I froze my card before they could charge me because after I cancelled the appointment, I had a bad feeling. Your privacy and confidentiality is extremely important to us. 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. Thriveworks qualified therapists are easily accessible via the website, and its services mirror that of traditional therapy. 2. I cancelled all future appointments and this has been documented. BBB is here to help. We are tired of this company harassing us for money we do not owe. Hello, We are so sorry to hear that you are still experiencing issues with the portal. Thriveworks is a nationwide organization of licensed counselors and psychiatrists that offer in-person and virtual care.. If sessions are canceled or rescheduled with less than the required notice, or if a client misses a session, the client agrees to pay a no show fee (insurance will not pay for missed appointments). . have had. It accepts an extensive list of insurance plans, increasing your chances of being able to get your therapy covered. If you google Thriveworks (or search for it on Twitter), one of the common complaints youll run into from users is that its billing practices are confusing and challenging. Our billing team has been in. Regards, With no outstanding debt, I cannot even use the portal to pay this purported debt as they advertise I would be able to do. They did say that they were going to refund me, but at this point I had already disputed it with my credit card. On February 17th I called to cancel all future appointments. Contact Us - Schedule, Reschedule, Cancel Appointment | Thriveworks Contact Us to Schedule Your Counseling or Therapy Appointment Our support team is available Monday-Friday from 7am-9:30 pm EST, Saturday from 7am-6pm EST, and Sunday from 8am-5pm EST. In the end they stole easily $650+ from my bank account. Regards, Thriveworks is suspiciously incompetent. Data collection aside, Thriveworks does use a HIPAA-compliant telehealth service so that the content of your therapy sessions themselves remains private. Once 2 were discovered, I requested a statement be emailed to me from January 1st.Since January 1st, Thriveworks has double billed me for EVERY appointment (there were even a couple of times I was triple billed!) Our website is not intended to be a substitute for professional medical advice, diagnosis, or treatment. 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. They wouldnt accept the proof of their system not working and when I asked what I could provide for proof of her death without the death certificate they didnt have any options for me. If you need assistance to cancel a Thriveworks membership, DoNotPay is here to help you navigate the process. I find out that they are still billing 250 but insurance refuses to pay and have been billing 150 per week with no notice. 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. Thriveworks provides high-quality care for the nearly 30 issues they claim to address. I was billed $50.21. Memberships are issued for one-year terms. We encourage you to continue to communicate with the billing representative so we can help you resolve this matter in a timely manner. I think their response is ridiculous. 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. Verywell Mind's content is for informational and educational purposes only. Find Reviews, Ratings, Directions, Business Hours, Contact Information and book online appointment. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile. 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. Since that time, they have made multiple attempts to charge my credit card for $39.00 and $99.00. 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. Without being able to see you, there is only so much the expert can do to help.. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles. If not for poor billing, I'd give it 5 stars. I will contact my insurance company also. While this practice is widespread on the internet, it might be concerning to those who want to maintain privacy while seeking mental health care. We have confirmed with our team that a supervisor has reached out to address the client's concerns and assist further. You can also explore the menu options at the top of the screen. The results of our user survey indicated other people had similar issues to me. Enter Thriveworks, a therapy company that sets out to make an otherwise overwhelmed mental healthcare system accessible by offering flexibility and convenience via an intuitive online therapy service. Thriveworks doesnt advertise that they prescribe such substances, but it also doesn't say that it doesn't. A supervisor named ****** told me she was going to refund this. This also meant that I . **** ******. 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. Get the latest mental wellness tips and discussions, This company does not **** the insurance company they **** your credit card on file without billing the insurance. We have confirmed that our billing team has reached out to assist further. The company is called "Thriveworks" and they offer online therapy/medication management. . And we believe that this policy enables us to offer all our clients the necessary flexibility to cancel/reschedule an appointment on short notice when needed, while protecting our clinicians time, helping them maintain their schedules, and honoring the value they bring to each session. I was told someone would get in touch with me but no one ever did. They want you to jump through so many hoops hoping you eventually will give up so they do not have to refund the fee. Hannah Owens is the Mental Health/General Health Editor for performance marketing at Verywell. 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. It is one of the only online therapy services that also has in-person therapy available at any of its 380 offices across 48 states and Washington, DC. Hello- We are sorry to hear about this issue. Log in to manage your appointments, join telehealth sessions, and complete paperwork. This "billing process" is nothing but a scam and borders on fraud. However, it is important to note that telepsychiatry requires oversight, especially if prescribing controlled substances. 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. However, they did not adjust to the correct amount owed. Provide your account details such as email address and username. Like many subscription services, instructions on how to cancel are . Thriveworks has been deceiving in their billing procedures. How to cancel your membership in 3 steps: Once you submit the details, we'll work on canceling your subscription! BBB Business Profiles are provided solely to assist you in exercising your own best judgment. Another month went by and they contacted us about the incorrect balance and threatened to send it to Collection. For your reference, details of the offer I reviewed appear below. You can also meet with your provider as much or as little as they can schedule you, and switching providers (or adding a psychiatrist to your team) is incredibly easy. 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. A week later they called AGAIN and left a voicemail about the outstanding balance, which no longer exists! Thriveworks deducted $395 from my checking account today. After this we switched from my insurance plan to my husband's. Hello- We are sorry to hear about this issue. Id really like to speak to a higher up. Randomly I started getting $198-$250 charges once a month with no knowledge. They Bill insurance far far more than the self pay rate. Seventy-two percent said it was better or much better compared to previously used services. We encourage the client to continue to communicate with our billing team in order to resolve this issue as quickly as possible. The membership fee is useless, they make it sound like you need it for services, however you do not. Log in to DoNotPay and search for the Manage Subscriptions product. If you are licensed you can apply for therapist and it's $42 a session and $80 an intake. Many people have claimed they received surprise bills or were still being charged a membership fee months after canceling their membership. Late in the evening on 1/30 she was admitted to a psychiatric hospital. I'm not even sure how thriveworks got my information in the first place. The Influence Of Race And Ethnicity In Clients Experiences Of Mental Health Treatment. If affordability is high on your list of requirements, it's worth noting that Thriveworks has an enrollment-based model of pricing. 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.. She is a licensed social worker with clinical experience in community mental health. (You can also create an account with a non-Google email and make your own password.) My daughter and I called together and she gave permission to discuss her account with me. Hi there - we're sorry to hear about the billing issues! We believe this issue to be resolved but encourage the client to reach back out if there are any further questions/concerns. Its worth noting, however, that switching doesnt seem to be super common at Thriveworks. Our priority is for our clients to have a positive experience from start to finish and we would like to make this right. When we started the counseling I was told my insurance would be billed. I was also told that I wouldnt get a refund until the other person paid them first. I would like my $119 refunded back to my credit card please. 172 complaints closed in the last 12 months. They also wont speak to me about the other persons account for privacy purposes. Provide your account details such as email address and username. A mere twenty-seven percent of the users we surveyed said that they found a therapist who supported their identities and only 41% of the users were able to find a therapist who fitted all of their needs. We believe this issue to be resolved but encourage the client to reach back out to us if we can assist further. I then provided my basic contact information and credit card. While its services can be somewhat expensive and there have been complaints about its billing practices, overall, users seem very satisfied with Thriveworks. BBB Business Profiles are subject to change at any time. Thriveworks is an online therapy company that was founded in 2008 by licensed therapist Dr. AJ Centore, one of the co-authors of Leaving Depression Behind: An Interactive, Choose Your Path Book. 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. Thriveworks did not transfer the accounts correctly and requested payment for all previous appointments, already paid under my insurance plan. We have confirmed that a member of our billing team has reached out to the client to go over all charges, confirming that all charges were for sessions they attended before cancelling, and providing statements. 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. They stated that the credit card was needed in case the insurance didn't cover the cost of the appointment. 36 customer reviews of Thriveworks Counseling. 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. I was told it my insurance covered my appointment. However, if you live in one of the five states without in person services, you can still take advantage of their online therapy services. Cancel Direct Line Auto-Renewal Before You're Charged Again! Steven Gans, MD is board-certified in psychiatry and is an active supervisor, teacher, and mentor at Massachusetts General Hospital. 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. At Thriveworks, we value you and all of our clients and strive to provide high-quality care throughout every step of your journey with us. Note that complaint text that is displayed might not represent all complaints filed with BBB. We'll even try to get a refund on your behalf. Again they said they would adjust the bill. It's been one of the most affordable services I've seen. This just continues to waste more and more of my time and continues a terrible customer experience. Multiple attempts were made, with documentation, to get the bill adjusted. I called and was on hold for 20 minutes. Please start a chat with our support team. Then, we tested the services ourselves, conducted comprehensive data collection research, and evaluated our results with the help of three licensed therapists. Choosing a therapist on Thriveworks is a bit of a shot in the dark because there is no matching process or intake questionnaire. Hello- At Thriveworks, our goal is to provide a positive experience from start to finish. - supporting documents pending After reading your review, it seems we did not do that. As a matter of policy, BBB does not endorse any product, service or business. Customer Reviews are not used in the calculation of BBB Rating. These included questions about my childhood, my current substance use, and if I had ever been to therapy before. If you have billing issues, you may want to contact billing support directly. Furthermore, 80% of respondents said they would likely recommend Thriveworks to a friend. Hello- We are sorry to hear about these issues! 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. How Do Therapy Sessions Work at Thriveworks? We have confirmed that our billing team has attempted to reach out to the client to offer assistance, but they have not heard back at this time. But yet they charged my credit card for her services which Ive never authorized nor would I since again, I use my insurance for this and only have a copay of $20. Overall, Thriveworks website is easy to navigate, informative, and helpful, and sixty-eight percent of surveyed users said it was easy or very easy to navigate. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. The company advertises a great salary to pull you in. Doesnt cancel or reschedule with at least a 48-hour notice, Is more than 10 minutes late to a 30-minute appointment or 15 minutes late to a 60-minute appointment (unless the session is resumed and care is delivered). As a matter of policy, BBB does not endorse any product, service or business. This means that you have a little more control over how intensive your therapy is (and how much you spend on therapy). Yes. Thriveworks has been charging me for at least four months for seeing a therapist whom I have never met/heard of. Thinking this was strange that I never had a copay at thriveworks, I looked up my thriveworks account online and again, it read that I had a $0 balance. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. Unfortunately, I tested this company before the monthly membership was done away with, so the only way to cancel my membership with Thriveworks was to call customer service. But they were of absolutely ZERO help. Im not satisfied for multiple reasons. Its posts offer advice on everything from parenting to depression. I don't even have a death certificate yet let alone proof. I receive text messages from them every other day saying I have a balance due. 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. As of last year my insurance was paying a majority of the payments that they bill insurance companies $250 for each session. The refund was then issued. I want the charges removed!!! 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. For television viewers wanting to cut the cord, there are many choices for affordable video streaming services. Outside of the Advanced MD page, you see before your Zoom call begins, it is easy to forget that youre receiving therapy through a company rather than directly from a therapist in private practice. Log In. Click "Questions about Billing or Insurance.". They managed to make an unauthorized charge on the new card. If you don't have a portal account yet or have forgotten your password, please contact our office. Every week, after my session I would log on to see if there was any balance and it always reported $0 balance owed. Thriveworks has been harassing us via phone, text, and email for 9 months about a billing error that occurred on their end. As a result, I communicated with my therapists entirely by video call and email. First, if you feel comfortable talking to your current therapist about switching providers, you can do that in your session and your therapist can refer you to another provider within Thriveworks. I received an email from billing Explaining that I was charged for a late fee and a session. After I clicked book a session, I was shown a calendar that displayed which therapists were available and when. THRIVEWORKS - 1010 Wisconsin Ave NW, Washington, District of Columbia - Counseling & Mental Health - Phone Number - Yelp Thriveworks 1 review Claimed Counseling & Mental Health, Life Coach Edit Open 7:00 AM - 9:30 PM See hours Write a review Add photo Photos & videos See all 8 photos Add photo Services Offered Virtual Consultations 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. They asked for proof and I provided proof from my HSA account and then they stopped responding to me. Totally inappropriate way to treat a customer. . 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! If you need to change therapists for any reason, you can do so at Thriveworks. Cancellation requests can be emailed to: helpdesk@signatureMD.com. If you miss a session or dont cancel within 23.5 hours of your scheduled appointment, you pay a cancellation fee of $99, and your insurance will not be billed. 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. 2023 Dotdash Media, Inc. All rights reserved. If for some reason, you are having trouble canceling your Thriveworks membership, you can simply allow DoNotPay to do it for you. I was told repeatedly that my sessions were covered and would have never signed up for weekly counseling sessions if that is how much I owed. Out-of-pocket costs vary depending on which therapist you see and what kind of treatment you receive, but they start at $99 per session. It can help you or your family deal with trauma, grief, depression, family and relationship problems, or other concerns. A month later they sent a bill for the money that had already been paid. The representative said I can cancel you, but if you have upcoming appointments, I would have to transfer you to sales. They asked us to also send an email which we did. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. An efficient scheduling system enables you to start therapy within days. We have confirmed with our support team that they have refunded any overcharged membership fees, as well as reached out to let you know and assist further if needed. They charge a monthly subscription fee that wasn't well advertised (at least at the time I signed up). Thriveworks offers several different types of therapy, including: Therapy sessions can be conducted in-person at one of its 380+ locations or online, run about 50 minutes, and range in frequency depending on your preferences and your therapists availability. I told them that at this point, I am considering canceling all of my services and filing a BBB. Enrollment fees. Practices are violating Medicare rules on amounts billed to patient.
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