Customer Reviews are not used in the calculation of BBB Rating. Our website is not intended to be a substitute for professional medical advice, diagnosis, or treatment. The membership fee is useless, they make it sound like you need it for services, however you do not. Ive also had multiple conversations about how I was charged for someones account. 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. Monday through Friday from 7:00 am to 12:00 am Eastern Standard Time (EST), Saturday from 7:00 am to 6:00 pm Eastern Standard Time (EST), Sunday from 8:00 am to 5:00 pm Eastern Standard Time (EST), Click "Help or Support for Existing Clients", Click on "Show me a Phone Number to Call". I noticed recent charges from Thivewrks, despite not having had an appointment in a month. [A default letter is provided here which indicates your acceptance of the business's response. We received an email from them saying the appointment had been cancelled. Multiple attempts were made, with documentation, to get the bill adjusted. 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. Provide your account details such as email address and username. This allowed us to directly compare services offered by gathering qualitative and quantitative data about each company and its users experiences. 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. I have asked to cancel my subscription, they have not done that either. Thriveworks is currently working towards complete Accessibility of this website. Ive called 5 or 6 times and even spoke to supervisors. Please start a chat with our support team. International Association of Better Business Bureaus. 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. Its worth noting, however, that switching doesnt seem to be super common at Thriveworks. This means that you have a little more control over how intensive your therapy is (and how much you spend on therapy). If you post 20 hours then it's very likely you will have 20 clients a week. If you need to change therapists for any reason, you can do so at Thriveworks. They then let you know that there is a 3 month ramp up for a caseload while you are credentialed with insurance companies. We explained that she had been admitted to the hospital and could not make or receive phone calls at that time. Simply texting a therapist (especially with asynchronous responses) does not create a safe space for the user to establish a rapport with the therapist, says Owens, our expert. For your reference, details of the offer I reviewed appear below. If you have billing issues, you may want to contact billing support directly. How Do Therapy Sessions Work at Thriveworks? 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 we started the counseling I was told my insurance would be billed. Our survey results indicate a high level of customer satisfaction. We regret this decision. The next day I received another email from a different representative from billing, giving me a totally different reason for the charges. You should receive a response back from them within a few hours. I have no reason why this was done. All the appointments that I missed during that time understood and offered me condolences, but the one place that is supposed to care about my mental health had zero care, compassion or empathy. Its therapists also have evening and weekend hours, making therapy accessible to those whose schedules do not allow for daytime sessions. Saying you will resolve my issue does not resolve my issue. Note that complaint text that is displayed might not represent all complaints filed with BBB. I called twice to confirm that this was accurate prior to continue booking sessions. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile. I am requesting a full refund that was deducted from my account without my permission. Regards, We asked them to review the account, documentation, fix the total, and STOP contacting us. Went online and read multiple reviews about how they attempt to make unauthorized charges on people's credit cards. This "billing process" is nothing but a scam and borders on fraud. Regards, While this practice is widespread on the internet, it might be concerning to those who want to maintain privacy while seeking mental health care. Hello- We are so sorry to hear about this issue. She is a licensed social worker with clinical experience in community mental health. 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. 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. We want to make it right and are more than happy to refund the cancellation fee for you. Your privacy and confidentiality is extremely important to us. We have confirmed with our team that a supervisor has reached out to address the client's concerns and assist further. 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. Hello- We are sorry to hear about this issue! Enrollment fees. Thriveworks deducted $395 from my checking account today. - called billing twice with no followup or resolution I have asked for this information on 3 separate occasions and to this date, no one has given me that information. Regards, This may turn BIPOC clients away from the service since therapists who are not culturally informed may struggle to connect with the client or may commit microaggressions. Hi there - we're so sorry to hear about this! I had a death in the family, tried to cancel my appointment the day before through the portal while driving to get to my family and the portal that set everything up through did not recognize my email address The same one they sent emails to. 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. No longer charging a membership fee should remedy this, but it's something to be aware of. Prior to my appointment, I requested via phone the amount that I would owe during my first appointment. Im a patient with Thriveworks counseling. DoNotPay's service has been recognized by the American Bar Association, and we are proud recipients of the Louis M. Brown Award for Legal Access. 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. Log In. . The late cancellation fee of $135 will only be charged if a client: Life happens, we get that. Sixty-four percent of our survey respondents said they didnt need to switch therapists. If you choose the in-person option, the sign-up process is identical. Provide the name of the subscription service you want to cancel. We forwarded the receipt showing the paid balance and requested they stop contacting us. 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. Another month went by and they contacted us about the incorrect balance and threatened to send it to Collection. BBB Business Profiles may not be reproduced for sales or promotional purposes. I was assigned to Thriveworks for EAP (employee assistance program) I was charged for the 5 Sessions that allowed by the ****************** after being attacked at work by an inmate, I was charged ****** that I wasnt suppose to pay for I called and they said my insurance wasn't being charged so I called my insurance and they told me that this was covered called them and said they would issue a refund still have not received said refund. How to cancel your membership in 3 steps: Log in to DoNotPay and search for the Manage Subscriptions product. They then charged for 4 visits at once. To support its core mission, the website has a blog, which is updated multiple times per week and provides ample information about a variety of mental health issues. Hannah Owens is the Mental Health/General Health Editor for performance marketing at Verywell. I find out that they are still billing 250 but insurance refuses to pay and have been billing 150 per week with no notice. We were then told we needed to submit a letter from the doctor showing the dates she had been admitted and discharged and it needed to be submitted from her email address. 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. . Once I got a rep on the phone, I had to hold her hand to go through a couple of the charges. Several months later, in June Thriveworks took $230 out of my account. I did not authorize the charge. Thank you for taking the time to bring this to our attention. We independently evaluate all recommended products and services. After reading your review, it seems we did not do that. Mr. ****** obliged. On top of the that my teenage son has received little to no help with his treatment. I'm not even sure how thriveworks got my information in the first place. NIH. This was in February. It can be canceled immediately. I still haven't gotten access and I was charged $149 erronously. 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.. We worked with subject matter experts to get their expert analysis on how suited this company is to provide quality care to therapy seekers. For television viewers wanting to cut the cord, there are many choices for affordable video streaming services. 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 Follow the instructions that were included in the email you received when you scheduled your first appointment. Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. 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. Brightside Health has membership plans that honor the complexities of anxiety and depression by combining therapy and medication options. I disputed it with my credit card and thats the only reason the charges look like they were reversed. We contacted them by email and phone about the issue and asked them to adjust the account balance. BBB is here to help. What is most notable about Thriveworks is its flexibility: It offers both virtual and in-person sessions, which is unique in the online therapy world. The third time, I was again told there should be no charges. I was matched with an amazing therapist and have come along way. This may be frustrating for users since it makes the therapeutic relationship feel more transactional and takes up time at the end of your first session. 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. While Thriveworks services may be more expensive to pay out-of-pocket, it does accept health insurance, which can reduce your per-session cost. Clients must cancel or reschedule 48 hours in advance of their appointment. We save you the time and headache of having to contact multiple companies and handle different cancellation policies. BBB is here to help. Since that time, they have made multiple attempts to charge my credit card for $39.00 and $99.00. The charges have been appropriately refunded and the complaint is resolved. The vast majority of our user survey respondents rated Thriveworks as a whole as good, very good, or excellent, with excellent being the most common rating. As soon as it was unfrozen, they made an unauthorized charge. Thriveworks employs some excellent counselors, but they commit insurance fraud and scam patients out of money. Also very alarming! 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. 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! Well guide you through the process. For your reference, details of the offer I reviewed appear below. Three days later they sent a harassing email offering a reduced fee. We also signed up for the companies in order to get a sense of how this process worked, how easy to use the platform is, and how therapy takes place at the company. I was told it my insurance covered my appointment. Furthermore, as a disabled person, I couldnt find a therapist familiar with disability much less someone who was also disabled. And yes, I was scammed as well. If there is any further assistance we can provide, we encourage the client to reach back out to us. What can we help you with? I then provided my basic contact information and credit card. I don't even have a death certificate yet let alone proof. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. A Thrive Market membership allows you to order as often as you like, with no order frequency requirements or limits. My daughter and I called together and she gave permission to discuss her account with me. If you wish, you may update it before sending it.]. 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. Simone is the health editorial director for performance marketing at Verywell. Lastly, a refund was not completed from Thriveworks. - provider is in network per ***** ($10 copay) but continued to charge $40 even after confirming with insurance twice that it is $10 I call over and over, on hold for almost an hour and no answer. Thriveworks also offers family therapy in Birmingham. I submitted my insurance documents to the new practice and was told at this new practice that I would have a $40 copay. Unsubscribe anytime. Every week all new applications are reviewed. 8 Best Online Therapy Companies Offering Cognitive Behavioral Therapy, Best Online Psychiatry That Takes Insurance, 11 Best Online Therapy Companies Offering Grief Counseling, Best Online Couples Therapy and Counseling of 2023, Daily Tips for a Healthy Mind to Your Inbox, 2021 practitioner survey issued by the American Psychological Association, statistics from the U.S. Department of Health and Human Services, The Influence Of Race And Ethnicity In Clients Experiences Of Mental Health Treatment. TherapyPortal improves patient/therapist communication by allowing for self-scheduling, appointment reminders, and much more. 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. The second time, the woman was very rude and hung up on me. I was unavailable, so I responded via email. But when I log onto their patient portal to pay the claimed debt, I see clearly that I have zero balance outstanding. ******** ******. He stated he would transfer me to billing. This is a real benefit for an online therapy company as many of its biggest competitors, including BetterHelp, do not. 189 total complaints in the last 3 years. Our support team is available Monday-Friday from 7am-9:30 pm EST, Saturday from 7am-6pm EST, and Sunday from 8am-5pm EST.Choose how you would like to contact our team below! As of last year my insurance was paying a majority of the payments that they bill insurance companies $250 for each session. We encourage you to continue to communicate with the billing representative if there are any further questions/ concerns. I just called again because I havent seen the refund in almost a week. With this news, I agreed and signed up for my next session. I can only assume the charges go back to July 2021, when changed my insurance information.I immediately called back to speak with someone. BBB Business Profiles may not be reproduced for sales or promotional purposes. We'd love a chance to make things right. They asked us to also send an email which we did. Read our. If you think you need to cancel a membership because you have lost access to your online account, not so fast! All Ive been asking is to refund me the $119 and then handle your other client without my involvement for their bill. I will seek legal counsel as well for all the lost time and effort to get this corrected and for poor service and counseling overall. Like many subscription services, instructions on how to cancel are . Hello- At Thriveworks, our goal is to provide a positive experience from start to finish. You can easily reschedule or cancel appointments through the patient portal (although you must cancel at least 23.5 hours before or youre be billed a cancellation fee). 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. As a matter of policy, BBB does not endorse any product, service or business. For this review (and for the sake of my busy graduate school schedule) I chose to just work with therapists who offered teletherapy. After entering your city and state, you are presented with an identical calendar showing the therapists closest to you who accept in-person clients. Regards, Look for your state and city to find your local office. Whether Thriveworks accomplishes its lofty goal to help people live happy and successful lives is difficult to determine, but it can meet most peoples mental health needs in a convenient and straightforward manner. 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. You only need to provide us with a little bit of information, and we will handle the rest! Many people have claimed they received surprise bills or were still being charged a membership fee months after canceling their membership. They managed to make an unauthorized charge on the new card. Fortunately, you can filter therapists by what insurance plans they accept to help you find a therapist that takes your plan. On February 17th I called to cancel all future appointments. Theres no way to filter by identity. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. 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. This just continues to waste more and more of my time and continues a terrible customer experience. DoNotPay helps you sue Thriveworks in small claims court with our award-winning service. I cancelled all future appointments and this has been documented. Log in to DoNotPay and search for the Manage Subscriptions product. I was billed $50.21. 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). I had 12 sessions with my counselor before she informed me she would be moving to another practice and I made arrangements to have my appointments with her there. Id really like to speak to a higher up. We have helped over 300,000 people with their problems. If you need assistance to cancel a Thriveworks membership, DoNotPay is here to help you navigate the process. 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. I never received any bills. (In fact, even some directories, like Mental Health Match, offer matching.). The proof I did have was a screen shot of their system saying my email didnt exist. I mistakenly scheduled my daughter for an in-person appointment three hours away from where we lived. I cancelled her upcoming appointment over a week before the date of her next appointment. Thriveworks did not transfer the accounts correctly and requested payment for all previous appointments, already paid under my insurance plan. Frndly TV is one such service that offers over 30 channels with subscription plans starting at $6.99 a month with a seven-day trial period. Thriveworks offers a network of therapists and counselors that do Saturday's but their business model is a little gross charging a 100 dollars to have access to the counseling and then pay the visit fee as well. Telepsychiatry is generally appropriate just like teletherapy as long as the provider has training in providing care via that type of platform, she adds. Their billing department transferred me in circles and then hung up on me. BBB Business Profiles are subject to change at any time. As weve mentioned, the quality that makes Thriveworks stand out the most against its competitors is its flexibility. 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. Find Reviews, Ratings, Directions, Business Hours, Contact Information and book online appointment. Emailing support is a non-emergency way to contact a company with membership or billing questions. 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. If you believe you were charged a cancellation fee erroneously, please reach out to us at success@thriveworks.com so we can take a deeper look! Verywell Mind's content is for informational and educational purposes only. 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. 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. Once they do, Thriveworks will then contact you to schedule an appointment with the new therapist within a few days. 10 reviews of Thriveworks "The warm atmosphere and friendly people make going here a highly enjoyable experience." . There was no way to indicate I wanted either of those qualities in my provider. After this we switched from my insurance plan to my husband's. During one of my intakes, the therapist asked, What do you need right now? That question stuck in my mind for days afterward. A month later they sent a bill for the money that had already been paid. Regards, I submitted my insurance to Thriveworks in November and they billed me for the full amount rather than my insurance. I will contact my insurance company also. I called and was on hold for 20 minutes. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile. This company does not **** the insurance company they **** your credit card on file without billing the insurance. After reaching out to our billing team, we were able to confirm that they've reached out to you to assist in solving this issue.