Thriveworks Solutions

The company does not provide a clear path to cancellation in its enrollment other than to email a generic email address. It is also extremely challenging to get a customer service representative on the line. When I ceased utilizing the service I attempted contact via phone and email numerous times with no responses. When you contact the customer service number they keep you waiting for a customer service rep for an extremely long time and encourage you to request a callback. I never received callback or responses to my email. Due to this I was unable to cancel my enrollment and was continued to be charged the monthly fee. Even after all of my appointments were cancelled and my access to the client portal was closed, I was still charged the monthly fee. I was able to get ahold of someone today who confirmed I would no longer be charged but stated that I would not be guaranteed a refund on the fee's debited during the months that I was not using the service.

Back on July 5, 2020 I scheduled an appointment for my daughter. I was charged a $39 enrollment fee. It was debited from my account. The appointment was consequently cancelled and I was refunded the $39 on July 15. However, on August 31, 2020, an UNAUTHORIZED charge of $99 was debited from my account! I called Thriveworks and was told it was for a missed appointment. I never made another appointment. No one will call back to fix this error! I am very angry.

PLEASE HELP ME

I booked mental health counseling since I'm in depression. They cancelled the appointment. They still charged me $100 for it. I never received anything from them and they keep charging me $20 / month. Customer support wont' respond.

Please stop these people, they are praying on depressed and injured people, not providing service, then charging over and over again PLEASE HELP

We have been getting this charge of $24/mo to have access to a system we have not used in months. I would like a refund in good faith and terminate this contract.

I am concerned about the billing practices of Thriveworks. I signed up to join the counseling service because I identified with one of the clinicians there. She was the best and I wish she was with a private practice because I would definitely continue seeing her. Paying a $99 fee to join, my copay of $40, plus $19 a month seems astronomical! I agree with the previous complaint where I never received a reminder for my next appointment and could not cancel my appointment prior to 24 hours because I didn’t have the confirmation email and finding where to log in on the website is near impossible. Meaning I had to go to the appointment sick to avoid a $99 no show fee. So, I have just cancelled two days after the 25th and was told I could not receive a refund even though my services are now cancelled. In essence, I have paid $198 out of pocket for two sessions. Great sessions I might add, but certainly a ripoff from a contractual standpoint.

I was seeing a psychotherapist at a local therapy practice covered by *** insurance from January to August 2019. When she left the practice and went to the local practice at Thriveworks, I expressed that I wanted to transfer my care to her at the new practice. When I contacted Thriveworks to schedule, I was told that I would have to pay a $99 enrollment fee as well as $20/month just to be able to schedule with my therapist. I protested indicating that this is unethical because therapists should not be charging any more than the reimbursement they agreed to with my insurance (***). They indicated that my "enrollment fee" would be covering other things, none of which I need. I relented and agreed to their fee (even though I thought it was wrong) as I needed to see my therapist for ongoing medical/psych issues and couldn't afford to argue any further. Due to billing/reimbursement issues, I have seen my therapist ONCE in the last month even though I was told that she was finally "in network" for *** again. Following that appointment, I was contacted and told that they would charge my credit card on file even though I subsequently found out that *** had reimbursed for the session. I have seen language on their website that they will not deny access to the practice for people unwilling to pay the enrollment fee but that is indeed what they are doing when they demand you pay it before they allow you to schedule. Someone should be investigating this business. I have seen multiple *** reviews complaining about this very issue. I plan to have it reviewed with ***.

Billing representative asked for active credit card to pay copay. She also stated that there was a missed appointment charge of $99 owed. I explained that I had not received an appointment reminder from Thriveworks. The billing representative stated she would only be charging me for the copayment, and that she would forward the email reminder that Thriveworks claimed they had sent. The email was never forwarded and my card was charged.

I inquired (via email) as to why my card was charged although I was told it wouldn’t be. I was told that I previously provided consent, which override what she represented on the phone and confirmed in a later email.