Grow TherapyReviews of growtherapy.com

Response from Grow TherapySep 11, 2023

I'm so sorry to hear about the experiences you've had with the providers you booked with, and I want to apologize for any inconvenience these situations may have caused you. All providers who work with Grow manage their own practices, which allows them the autonomy to handle all of their appointments and caseloads. While we value this autonomy, we also understand the importance of timely and dependable care when you need it. We always encourage individuals to reach out to our team if they ever encounter situations where our providers don't meet their expectations. This allows us the opportunity to thoroughly investigate each incident and take appropriate action. We understand that finding the right provider can be a journey, and if you're interested, our team is here to assist you in finding a better match. Again, we thank you for taking the time to share your feedback with us and allowing us to ensure our providers uphold our standards of care. If there's anything more we can do to support you, please don't hesitate to reach out. Best, Grow Therapy Support Team

Response from Grow TherapySep 8, 2023

I'm so sorry to hear about this experience with your provider and want to thank you for sharing the situation with our team. This is not at all in line with our standards of care and we are actively investigating the situation with the provider involved. We always encourage individuals to reach out to us whenever a provider doesn't meet their expectations. At the moment the quickest way to get in touch with us is through chat or email at [email protected]. We're continuously working to improve our support processes to make sure every conversation gets the attention it deserves so we can continue to reduce our resolution times. We understand that finding the right therapist can be a bit of a journey, and if you're interested, our team would be more than happy to help find a better fit. While we've followed up with more details regarding the complaint, please know that you can always reach out to us at [email protected] if there's anything else we can do for you! Best, Grow Therapy Support Team

Response from Grow TherapyAug 29, 2023

Thank you for taking the time to bring these concerns to our attention and I am so sorry that you did not have the most seamless experience working with our system and team. Our engineering team has been made aware of these technical issues and are actively working towards finding the best resolution. As our system is always evolving, we work diligently to prevent technical errors from occurring but acknowledge that there are some times when system errors can happen. We appreciate you flagging this to our team so we have the opportunity to surface and resolve issues that could potentially lead to other frustrating experiences. I'm so sorry that your experience wasn't ideal, but know your feedback and concerns have been passed along to the appropriate teams for investigation. If we can offer you any further support, know our team is always here at [email protected]. Best, Grow Therapy Support Team

Response from Grow TherapyAug 23, 2023

Hi Milo, We appreciate you sharing your experiences with us and apologize for any inconvenience our verification process may have caused you. Grow has many safeguards in place to protect patient privacy, including requiring two-step patient identity verification via all communications prior to sharing any information with the person who has contacted us. We're so sorry if this came across as alarming and you were unable to receive support over the phone. We're continuing to explore the best ways to expand our phone support availability for clients so that we can ease any concerns they may have throughout communications with our team. We're so happy that your provider has been a great fit for you and hope that we'll have the opportunity to continue being apart of your journey. Again, we thank you for sharing your thoughts with us and know that our team is always reachable at [email protected] if we can offer you any further support. Best, Grow Therapy Support Team

Response from Grow TherapyAug 21, 2023

Hi Raph, Thank you for taking time to bring your concerns to our attention and I'm so sorry that your provider rescheduled your session so many times without giving you the proper notice. The provider not giving you an opportunity to confirm the appointment changes before rescheduling does not align with our standards and we would love the opportunity to investigate this situation further. To provide some more context, each provider on our platform operates independently, managing their own schedules and rescheduling appointments as needed. It is always our expectation that providers offer you as much notice as possible when needing to reschedule to ensure that time changes can be accommodated within your schedule. While we have a 24 hour cancellation policy for clients in hopes of minimizing those last-minute cancellations, the decision to uphold these charges is within the provider's discretion and should not be charged if a provider needs to reschedule within 24 hours of the scheduled appointment. If for some reason you see that you have a pending charge for this session, we encourage you to reach out to our team to notify us. Unfortunately we were unable to receive more information from you via Trustpilot, so we hope that you'll be able to reach out to our team at [email protected] to give us the opportunity to investigate what happened here and make sure you're getting the care you deserve. Again, I'm so sorry that you've had a frustrating experience but know that our team is here to support you. We hope to hear from you soon! Best, Grow Therapy Support Team

Response from Grow TherapyAug 4, 2023

Hi there, I want to sincerely apologize for the negative experience you have had with Grow due to your provider's no-show for your appointment and the following refund process. I completely understand how frustrating and disappointing this must have been, so I appreciate you bringing this to our attention so that we have the opportunity to learn what could have been done to better support you in this situation. Our providers manage their own appointments and invoices for sessions, which includes the discretion to uphold our no-show policy if a client is not present at the time of their scheduled session. While decisions about refunds for these fees are within the provider's discretion, this policy certainly does not extend to situations where a provider themselves misses an appointment. We have the expectation that our providers are punctual and maintain open communication with their clients, especially in cases of unforeseen emergencies. If a provider is reported to have missed a scheduled session, we document the situation and investigate with the provider involved. We always want the opportunity to hear from both individuals, so we reach out to the provider to learn more about what may have transpired. It sounds like we need to take another look into your situation, so we've requested more information from you via Trustpilot. We hope that we will hear from you so that we have the opportunity to investigate your situation more thoroughly. We understand that a provider no-show is unacceptable, and we're taking measures to ensure that our providers held to our standards for every client they serve. While we never want our clients to have this negative experience with a provider, we want to make sure clients feel empowered with the information they need to navigate such situations confidently. Our team is working to finalize a formal resource that guides clients on the steps to take in the unfortunate event of a provider no-show so that we can better support our clients in the future. We want to feel confident that each of our providers are providing their clients with the best care possible, so we always encourage clients to notify us if they feel that their provider fell short of their expectations. We appreciate you bringing this situation to our attention and highlighting some areas that we can improve care for our clients. Again, I'm truly sorry that you've had this experience and know that you deserve better care from your provider. We hope to hear from you soon so we can take another look into your complaint. Best, Grow Therapy Support Team

Response from Grow TherapyJul 6, 2023

Hi Trellis, Thank you so much for taking the time to share your feedback and I want to apologize for the negative experience your daughter had with their provider. I completely understand how frustrating and disappointing it can be when appointments are canceled, especially when it happens on the day of the appointment. We strive to provide the best possible experience for our clients, and I'm sorry that your daughter didn't get the care we aim for. At Grow, our providers manage their own appointments, which gives them more control over their schedules. However, we recognize that proper notice should be given before canceling a session, so we would love the opportunity to investigate these occurrences further. To help our team in investigating this issue, I have requested some additional information from you. Once we hear back, our team will investigate with the provider to see what may have happened here. Your daughter deserves to have a provider who is responsive, respectful of her time, and meets her specific needs. Our team would love the opportunity to help in the process finding a better fit for her journey, if she is interested. They will take the time to understand her preferences and previous experiences to help in finding a more suitable provider. I truly appreciate your feedback, as it allows our team to make sure that our providers are being held to our standards, and will allow us to take necessary steps to prevent others from having similar experiences in the future. I will be eagerly waiting to hear from you so that our team can address these concerns. If there is anything our team can do for you in the meantime, please don't hesitate to reach out to us! Best, Grow Therapy Support Team

Response from Grow TherapyJul 6, 2023

Hi Julia, I want to thank you for taking the time to share your experiences and providing us with your feedback. I'm truly sorry to hear of your negative experiences with our therapists, particularly when faced with unprofessional behavior on more than one occasion. Your concerns are important to us, and we want you to know that you deserve better. We hold our providers to high standards of professionalism and quality care, so we take these concerns very seriously. It's important to us that every client feels respected, supported, and understood throughout their journey. To better understand the situations you encountered, we would love to hear more from you about your experiences with our providers. We did attempt to reach out to you for more details but unfortunately didn't hear back. However, we're eager to investigate these incidents thoroughly with each provider involved. Please don't hesitate to reach out to our team at [email protected], so we can gather the necessary information and address these concerns appropriately. We understand that finding the right therapist can be a process, and we want to help you navigate that journey. If you're still interested in pursuing therapy, our dedicated team is here to assist you in finding another therapist who fits your needs. We believe that everyone deserves quality care and a positive therapeutic experience, and you are certainly no exception. Once again, I sincerely apologize for any stressed caused by these experiences and thank you for bringing this to our attention. We hope to hear from you soon! Best, Grow Therapy Support Team