ThriveworksReviews of thriveworks.com

I had a few questions for your customer service representative . She either didn’t know or just wouldn’t tell me. I asked to speak to someone who could and she completely told me I could not speak to a supervisor . She might need some direction on future calls. First of all I never received my link to my appointment . I called in and she offered to send it to me. However she resented my asking for a supervisor( in fact she told me she couldn’t and wouldn't) and told me to call back in and someone else could send it to me. I asked her is this normal not to receive the link in a timely manner? I would imagine 24 hours to be timely. When I asked her why I never received it when do you guys usually send them ( an hour a day whatever) because this has been the 2nd time I had to call for the link in I believe as many appointments. If you are not in the habit of sending them you shouldn’t charge a missed appointment fee. Also your answering machine says to hold if you have any other questions and then keeps returning you back to the prompts. You did Not respond to my satisfaction because you don’t and have not sent me the link in any of the reminders. According to my Dr many of her patients are telling her the same thing. You also never addressed the experience I had with your customer service rep

Absolutely awful company with a fanstically awful billing department. I've never had a worse experience. (To update this review and reply to ThriveWorks response, they offer to work on it publicly and in reviews but their actual billing department is helpless and won't even call you back. Despite offering them multiple opportunities to correct their incorrect billing of my insurance they've failed each time and have consistently dropped the ball. I cannot recommend this business, and frankly I'm surprised they're still /in/ business.)

I experienced an accident so my wife scueduled on-line therapy for me at Thriveworks. I was told only 50 dollar co-pay is needed. After the first section, on 6/24/2024, "resolvebill@xxx" told me to upload my insurance card to "plutus@xxx" and I did so on the same day. No further reply was received so I assumed everything was good until I was automaticcally charged $500 from by card without going through my PPO. After the second section, I contact the customer service on at noon, 7/1/2024, the staff asked me to forward that email with card information to "support@xxx" for her to sumbit my case, which means no one has done any confirmation/investigation on my insurance through 6/24-7/1. Guess what, 4 hours later, I was informed by email that they directly charge my card with another full amount (for Section 2), which means putting money into the pocket is the priority, regardless the problem is unsolved. I made another phone call after work, the staff who answers the call is not professional at all, she can't even properly answer my questions, 'what will be the process to solve the problem', 'how long I have to wait until my card information is confirmed', 'who to contact to follow up', 'which department will confirm my card', 'how I will be reimbursed'. Ridiculously, she asked me to check with my insurance company to confirm the card is still valid. Good lord, I used this card for my family's doctor's appointment last week and the insurance worked well as usual. What should I do after confirming with my insurance company, shoudl I ask the insurance to contact thriveworks? Should I provide contact information or case number issued by insurance company and give it to thriveworks? The staff cannot even give me a guidance. I have to cancel the upcoming appointment until this is completely solved, or I will move forward to other company, I feel like I experienced a robbery when I am trying to cheer up from the last accident, depressing me further.

A month ago I changed therapists from A to B and my insurance was not billed for the B visit, but my checking account was billed. In the last week I had to cancel one and, yes, am aware of the cancellation fee. In one day I made four (4) calls to Thriveworks looking for information why my insurance was not billed for the B visit. The people I spoke with focused on the cancellation which is not the issue. After holding and waiting on the line for 28 minutes--yes, almost a half hour--I hung up. First NOEL said his manager in billing, DON, was not available but "someone" would call me back within 24-48 hours. No thanks! I called back and spoke to JESS who again could not transfer me to --ANY-- supervisor but magically found BERTHA who tried to assist me. Nope....no luck! She--a MANAGER--said they cant credit the cancellation charge (which is NOT the issue at hand) because it was within the 48 hour window. Therapists are great the "when you have an issue" staff is useless.

Absolutely terrible customer service. Their billing structure allows for your credit card information to be linked to the wrong account if you and a partner choose to have a group session together. They will link your credit card information to someone else's account, SHARE that credit card information with that person, and then fail to correct the billing issue and DOUBLE CHARGE. DO NOT USE THIS COMPANY THEY ARE INEPT.

Use Psychology Today to find your therapist. Stay far away from this company. You may find an amazing counselor like I did, or be thrown aside like my husband and kids were. And then charged a ridiculous amount even with insurance. The price can change whenever with no notice and you’ll be charged without your permission. I was had cancellation fees that went from $99 to $135 with no notice. No record of when so I couldn’t even verify any of the info, offered a lower rate despite me asking for proof I had even cancelled, then had my card run for the full amount because they didn’t want to prove the charges. I’ve spoken to dozens of reps, all who promise to handle it then ghost me. I’ve been told my complaint would be escalated then ghosted. Then I start from scratch and climb up only to be dropped off in hopes that I quit. I also complained heavily about a counselor for my daughter who never showed up on time, never stayed consistent with the schedule, and told us that it was normal to be late and have her time cut short. I got billed for cancelling on her when it was her that didn’t show up. They are unbelievable. An absolute scam, stealing money from people just trying to get help.

I could not possibly discourage you from using thriveworks any more. Billing department is a nightmare. You will be charged more than your insurance co pay and you will never speak with someone who will do anything about it.

Worst billing department ever I had a similar experience with everyone else. The therapists I was set up with were generally very professional and were able to offer proper guidance for my issues that I've communicated with them. However, the billing department, my God the billing department is an absolute disaster. Probably the most incompetent one I've ever dealt with. I've been billed an extra $300 for a session that was cancelled because of a miscommunication and the therapist was unable to provide the services I needed remotely. I've been chasing after the billing department to dispute this charge for over 6 months. I've sent over 10 emails before ever getting a response back from anyone. This is unacceptable- especially from a mental health relief organization. Every time I talk to a representative I am given the response that the dispute is being escalated and a clinical director will reach out to me shortly. I've even offered to pay my open balance minus the amount in dispute just so I can clear my account, but was told that is not possible and I have to pay the full balance. I've talked to a few representatives and none of them seem to know what I'm talking about, despite me giving them my case number. I strongly suspect they don't take notes or have records of my previous conversations. I'm sick and tired of wasting my time, and hope this serves as a warning to others to stay away. Would give 0 stars if I could- based solely on my experience with the billing department. For the Thrieworks staff that will give me the scripted response - Yes I have forwarded the situation to the Thriveworks success team email - twice and have gotten no reply. Please tell me to do it again, I'm sure that will do it.