Thriveworks

I am appalled by the way Thriveworks treats their patients. Your company is supposed to help kids with emotional issues, not to cause more harm with your “new” and unreasonable policies.
My son was a patient there for a year before he turned 18. We never had any issues with anyone. Both my son’s psychiatrist and psychologist were really nice, kind and helped him a lot. Us parents were allowed to get involved in his scheduling and his account. Obviously you have new policies and new therapists who did not even take the time to find out about my son’s issues. When he turned 18, we were not allowed to get involved in his scheduling or in his the account. The fact that they turn 18 doesn’t mean they’re mentally adults , they are still kids and parents should be allowed to monitor their appointments and finances! Therefore when you apply your policies, you should to take in consideration every single factor.
We were leaving the country for a few days, and when my son spoke with the scheduler he mentioned was not going to be in the country. For some reason they gave him two appointments while we were away, we were in South America with no Wi-Fi. When we received the charges, we called the company four times to solve this issue! Every time twe asked for the manager hey told us they with call us and they never did. We even send you the electronic ticket…
My son was trying to make an appointment when we got back, but one of his counselors did not even text him back. I have the text thread… my son asked him if you work on Saturdays or later in the afternoon and he never even texted him back. Is this the way Thriveworks treat mental and emotional issues? The way we have been treated is completely unacceptable. You have caused a lot of trouble here at home, my son continues without being treated, and you guys continue to keep our money for appointments he didn’t have.
Unfortunately I have recommended many people to your company, I will make sure and tell them what Thriveworks has become. You just care about dollar signs and not about the well-being of your patients. My son has been left untreated thanks to your new and unreasonable policies. We are obviously never going back to you, and I am sure we will not be only patients you will loose with your inflexible policies.

Hi ***, I just wanted to follfrom the phone conversation we just endedTo recap, you are upset because the email reminder you received was not up to your standards, as far as giving you as much information as you would like, and also you would like your clinician to reach out to you when she sees that you are late or maybe no-showing your appointmentThese are both things that I do appreciate your feedback on, but as I mentioned, asking our clinicians to call while you are missing an appointment is not part of our policy, and more so we cannot spend the majority of our time reminding clients of appointmentsI really do wish that we could have come to an agreement during our conversation, and would be happy to discuss further if you would likeKindly, [redacted]

Hi [redacted] , Thank you for reaching out with your concerns! I have reviewed the account and do see where the courtesy appointment reminder did go out the exact same way other appointment reminder you received previouslyWhen appointments are missed and not canceled beforehand it leaves the clinician out of an hour because they do not have other clients in the office waiting they can bring in to seeOur policy is to protect our cliniciansIf you have other questions or need additional information please do not hesitate to reach out to me! Thank you for your time, [redacted]

Revdex.com:
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 # ***Please add your rejection comments below.
I continue to request that the $cancellation fee be waivedI too am sorry we could not come to an agreement.
Regards,
*** ***

Greetings ***! Thank you for for your feedback, as it is important to us as a company whether it be positive or negativeI understand that you are upset about a no-show fee that you were chargedI want you to know that I have looked into this matter and pulled together all the details to
make sure I could give you the best response possibleWe always want to help our clients in any way possible and do always send out a reminder email days before the scheduled appointmentOur HIPAA compliant health records system actually documents these emails and I can see that you received one, and it came to the exact email listed on this writing, on 1/10/at 6:10am and that it was opened on the same day at 1:39pmWe know that it really sucks to have to pay fees, but our counselors time is very valuable to us and we have fees like this in place to ensure their time is used wisely and it is a necessity to run our businessI hope that you can understandI really hope that you continue to come in and work to become your best self, and if there is anything I can do to help, or you would like to talk about this more, please reach out to me directly at ***. Kindly,*** ***Thriveworks

Hi ***, I hope that this message finds you well! I see that CO has two parts to their credentialing process (for ***) and that we completed the first part, but were unaware of the second because it is a second application processWe have done *** before in CO and this was not
the case, but we should have known that and started the process as soon as the original *** was done. For the other panels that you had chosen I believe we started with *** (this panel ended up being closed in your area) and then that was replaced with Foothills behavioral health, which we are currently working onIn your area, some of these panels are closed and if we are able, we appeal, but sometimes the panel does not even have an appeals process open, but we do give it out best effortIn this case we allowed the free replacement because we were unable to appeal.I understand that you are unhappy with the results and efforts, and I want to make sure we try and make all of our customers happyAs a company, we can learn from this in hopes to make a better experience for the next person.I appreciate you voicing your concerns, and would be happy to refund the money that you paid to usI will put the refund through today, and if you don't see it in the next few days, please let me know!If you have any further questions, please let me know. Kindly,*** ***

Revdex.com:
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 # [redacted]. Please add your rejection comments below. 
Ok, I went back and found the email. It does not say "Thriveworks" anywhere in the email except for the signature/signoff line. It is just called "appointment reminder." It says "You have an appointment at _____."  The point that I am trying to get across here is that your business is DESIGNED to get these fees out of people. (1) the fact that no reminders were received until I asked (I missed my first appointment, but was able to reschedule before I was charged the fee) and (2) This pathetic excuse for an email reminder. I tried to call you, but could not get through. Please return my call.

Hi [redacted], I just wanted to follow-up from the phone conversation we just ended. To recap, you are upset because the email reminder you received was not up to your standards, as far as giving you as much information as you would like, and also you would like your clinician to reach out to you when she sees that you are late or maybe no-showing your appointment. These are both things that I do appreciate your feedback on, but as I mentioned, asking our clinicians to call while you are missing an appointment is not part of our policy, and more so we cannot spend the majority of our time reminding clients of appointments. I really do wish that we could have come to an agreement during our conversation, and would be happy to discuss further if you would like. Kindly,[redacted]

Hi [redacted],  Thank you for reaching out with your concerns! I have reviewed the account and do see where the courtesy appointment reminder did go out the exact same way other appointment reminder you received previously. When appointments are missed and not canceled beforehand it leaves...

the clinician out of an hour because they do not have other clients in the office waiting they can bring in to see. Our policy is to protect our clinicians. If you have other questions or need additional information please do not hesitate to reach out to me! Thank you for your time, [redacted]