We have confirmed with our team that they have reached out to the client to assist further, including refunding any overcharged amount. I am requesting a full refund that was deducted from my account without my permission. (You can also create an account with a non-Google email and make your own password.) This was in February. What can we help you with? Thank you for taking the time to bring this to our attention. Its therapists also have evening and weekend hours, making therapy accessible to those whose schedules do not allow for daytime sessions. Hannah Owens is the Mental Health/General Health Editor for performance marketing at Verywell. Lastly, a refund was not completed from Thriveworks. My daughter had her first appointment scheduled for 2/1/23. We're sorry that you are considering canceling your membership. If not for poor billing, I'd give it 5 stars. 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. Thriveworks is different than many counseling services because it involves a membership that provides you with benefits and services above and beyond what traditional therapy sessions offer. Our priority is for our clients to have a positive experience from start to finish and we would like to make this right. From there, I could narrow down the therapists to find one I wanted to work with thanks to filters at the top of the page. If you click on links we provide, we may receive compensation. Thriveworks, like many online companies, collects not only the data you give them (such as your name and address) but also data regarding your online activity, which it then reserves the right to sell to advertisers. I Tried the call back feature and no call back either. We have helped over 300,000 people with their problems. They want you to jump through so many hoops hoping you eventually will give up so they do not have to refund the fee. Thriveworks. We believe this issue to be resolved but encourage you to reach back out to us at ******************************** if there are any further questions/concerns! I signed the waiver they asked and have continued to bill me more than 1300. By El Wilson Even Thriveworks' cancellation policy is more accommodating than most, giving you 23.5 hours . Our survey results indicate a high level of customer satisfaction. When you visit the site, Dotdash Meredith and its partners may store or retrieve information on your browser, mostly in the form of cookies. A month later they sent a bill for the money that had already been paid. For television viewers wanting to cut the cord, there are many choices for affordable video streaming services. Provide your account details such as email address and username. 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 felt very personable. While this practice is widespread on the internet, it might be concerning to those who want to maintain privacy while seeking mental health care. 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. However, if you live in one of the five states without in person services, you can still take advantage of their online therapy services. They wanted to speak with her. Was told my insurance was full coverage but needed a card on file for that monthly subscription. 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. Regards, 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. Sometimes, issues need to be escalated. I have called my bank to change my card info and started a chargeback. BBB Business Profiles are subject to change at any time. If you no longer have the original email, you can try another option. Its a scam. An efficient scheduling system enables you to start therapy within days. 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. Several months later, in June Thriveworks took $230 out of my account. Regards, Enrollment fees. 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. *** ****** Hello- We are so sorry to hear about this issue. She is a licensed social worker with clinical experience in community mental health. You will be connected to a dedicated Thriveworks Success Navigator who will help you schedule your appointment as a Sidecar Health member. 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). Their billing department transferred me in circles and then hung up on me. 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. 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. On top of the that my teenage son has received little to no help with his treatment. 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. Hello- We are sorry to hear about this issue! When we started the counseling I was told my insurance would be billed. Additionally, we can produce a script for you to use in court to help you make the best case possible. We have confirmed that our billing team has reached out to assist further. Thriveworks did not respond to my questions about a refund and only said they would cancel my subscription. Hello- We are sorry to hear about this client's experience. Hello- We are sorry to hear about this issue! Below is a summary of the action we have taken in regards to this complaint. With this news, I agreed and signed up for my next session. We explained that she had been admitted to the hospital and could not make or receive phone calls at that time. 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". Im not sure if theres a file or profile of my account but if you see what I have attached, that explains the charge from another persons account. With no outstanding debt, I cannot even use the portal to pay this purported debt as they advertise I would be able to do. NIH. 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. We believe this issue to be resolved but encourage the client to reach back out if there are any further questions/concerns. 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. When you are able, please send in the certificate we understand this was not feasible at the time, and we could have done better when you were beginning your grief process. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Multiple attempts were made, with documentation, to get the bill adjusted. Most of [the issues Thriveworks manages] should be able to be addressed via online therapy, says our subject matter expert, Hannah Owens, LMSW. 172 complaints closed in the last 12 months. 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. Client portal for Thriveworks. The results of our user survey indicated other people had similar issues to me. They signed me up with the belief that it was a 1-time membership payment versus monthly. Thriveworks Birmingham is located at 400 Office Park Dr, Suite 308, Birmingham, AL 35233. Today, after not using their service for 8 months, they took $396 out of my bank account. Thriveworks has been deceiving in their billing procedures. January 31, 2023 initial intake and diagnosis performed. Thriveworks' has a minimum 23.5 hour advance-notice cancellation policy. 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. I'm not even sure how thriveworks got my information in the first place. I cancelled all future appointments and this has been documented. 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. She has over a decade of experience as a professional journalist covering mental health, chronic conditions, medicine, and science. 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. We want to make it right and are more than happy to refund the cancellation fee for you. 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. 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. We can also help you with: Whatever your issue or concern, DoNotPay is here to help! document.getElementById( "ak_js_1" ).setAttribute( "value", ( new Date() ).getTime() ); We're here to help! Click "Questions about Billing or Insurance.". If you have billing issues, you may want to contact billing support directly. (In fact, even some directories, like Mental Health Match, offer matching.). 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. Late in the evening on 1/30 she was admitted to a psychiatric hospital. (According to Brightside, there is up to a 60% better chance of recovery with both medication and therapy.) 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. I mistakenly scheduled my daughter for an in-person appointment three hours away from where we lived. I want a refund. 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. 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. The companys mission is kind of loftyto help people live happy and successful livesbut it has worked hard to help people find treatment for their mental health conditions online and in-person all over the country. I receive text messages from them every other day saying I have a balance due. Thriveworks also offers family therapy in Birmingham. Log in to manage your appointments, join telehealth sessions, and complete paperwork. 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. After this we switched from my insurance plan to my husband's. America faces a mental health care crisis. Their psychiatry page emphasizes the fact that you can often see a psychiatrist in three to five days using their services and how their providers are available via phone or email in between sessions. 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. Hello, We are sorry to hear about these issues! On February 17th I called to cancel all future appointments. The next day I received another email from a different representative from billing, giving me a totally different reason for the charges. The first sessions began with the therapist explaining what confidential means in the context of therapy: Therapists cant share that you are in therapy, and they cant share anything you say in therapy unless they believe you are an immediate threat to yourself or others, are legally forced to, or believe a member of a protected group (such as a child) is being abused. Your privacy and confidentiality is extremely important to us. 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. As weve mentioned, the quality that makes Thriveworks stand out the most against its competitors is its flexibility. I can only assume the charges go back to July 2021, when changed my insurance information.I immediately called back to speak with someone. 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. 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. I call over and over, on hold for almost an hour and no answer. 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 plans it accepts include, but are not limited to: It is important to note, however, that not all Thriveworks providers accept all of the insurance plans that Thriveworks lists. 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. 2. Thriveworks is committed to providing you with the best experience possible. Customer Reviews are not used in the calculation of BBB Rating. The prices are as follows: $60 to $90 per week Thriveworks has been charging me for at least four months for seeing a therapist whom I have never met/heard of. 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! 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 submitted my insurance to Thriveworks in November and they billed me for the full amount rather than my insurance. 172 complaints closed in the last 12 months. 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. I disputed it with my credit card and thats the only reason the charges look like they were reversed. 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. - 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 I was billed $59.58. 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 was unavailable, so I responded via email. 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!) 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 can help you or your family deal with trauma, grief, depression, family and relationship problems, or other concerns. 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 The membership fee is useless, they make it sound like you need it for services, however you do not. document.getElementById( "ak_js_2" ).setAttribute( "value", ( new Date() ).getTime() ); Free, and no spam ever. We have confirmed with our billing team that they have refunded any overcharged amount, as well as reached out to ensure that all sessions are processed correctly. I just called again because I havent seen the refund in almost a week. Affiliated physicians, at their discretion, may allow patients to cancel their memberships. Hello- We are sincerely sorry for your loss, and we send you and your loved ones our condolences. This just continues to waste more and more of my time and continues a terrible customer experience. They tried charging me while the card was frozen. 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. Thriveworks does not have a sliding scale or other discounts available. Brightside Health has membership plans that honor the complexities of anxiety and depression by combining therapy and medication options. ******* ******. This company does not **** the insurance company they **** your credit card on file without billing the insurance. Totally inappropriate way to treat a customer. Asked them why they needed a credit card and if they were planning on charging me. *In Canada, trademark(s) of the International Association of Better Business Bureaus, used under License. The proof I did have was a screen shot of their system saying my email didnt exist. my zip code), and whether I wanted in-person or telehealth therapy. A Thrive Market membership allows you to order as often as you like, with no order frequency requirements or limits. Hello- We have taken the following action to address this complaint and resolve this issue. 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. Again it was my financial information on file. 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. 189 total complaints in the last 3 years. In the end they stole easily $650+ from my bank account. somebody finally called me on 3/28. On top of all that, this was something from back in September 2022 that they randomly charged my card in February 2023. 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. Please start a chat with our support team. Thriveworks is suspiciously incompetent. When I called in they state that they have a plan they offer for 99 per session but never told me that up front. The Thriveworks support team is available seven (7) days per week. 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. We encourage the client to continue to communicate with our billing team in order to resolve this issue as quickly as possible. 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 third time, I was again told there should be no charges. On 2/8 my account was charged a $99 cancellation fee as I was paying for my daughter's counseling sessions so my financial information was on file. I submitted my insurance information and made my first appointment. If you post 20 hours then it's very likely you will have 20 clients a week. 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.
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