There are two questionnaires that you have to complete every time before you have your therapy or session. They are extremely repetitive. When requesting paperwork from medical records, it can take up to 30 days which is very inconvenient if you need it for something extremely important. There is absolutely no way to expedite the process. The psychiatrist I worked with was extremely helpful. She did the best she could with the resources she had. The therapist I had, wasn't a good fit, and I searched day by day for a new therapist, but they didn't have too many available options, considering my health insurance and the type of individual I was looking for. Thriveworks has a lot of rules set/policies for their workers. For example, if you plan on taking a leave of absence for work, the psychiatrist can only approve four weeks. If you are looking to get any sort of leave of absence, paperwork completed, I highly recommend to utilize your psychiatrist as your therapist cannot answer to or fill out certain, I learned the hard way. Your psychiatrist cannot speak to any sort of leave of absence until you have had for sessions with them. Thriveworks has been nothing but a headache for me, at one point, my therapist was doing more harm than good. Hence the reason for me searching for another. read more

Thriveworks Counseling - Counseling & Mental Health Near Me - Richmond, Virginia

This is the WORST company and customer service I have ever encountered. It took me an hour to try to cancel an appointment for a client that hadn't even been fully on-boarded yet. Now they keep sending me questionnaires and emails about "how was your appointment..." which we CANCELLED!!! Furthermore, they charged for the cancelled appointment, when it was scheduled within 24 hours of the appointment, therefore I COULDN'T cancel the minimum of 48 hours in advance. Instead of spending so much time on your tech and automation, perhaps you should invest in your customer "care" services! read more

Did not honor their no show cancellation fee. Refused to refund no show fee after all documentation showed that it was their fault for the mixup. They definitely "Thrive" off of keeping your money. Don't Use Them!!!!!!!!! read more

After TWO MONTHS of REPEATEDLY SEEKING A REFUND!!! Thriveworks is complicit and upholding Black children from receiving the mental health services. They falsely advertised and enrolled our family in therapeutic care they DO NOT PROVIDE! Wednesday August 28th 2024 the Thriveworks therapist informed us we were NOT receiving the services we had enrolled in! That the services we enrolled in and BELIEVED we were receiving ARE NOT EVEN OFFERED by Thriveworks!! AFTER FOUR sessions were paid for!!! Thriveworks stole my family's money, refusing to refund us after lengthy and extensive phone calls with various representatives and Ivan S. Client Experience Specialist August 29th. Jessica P. Tier 2 Specialist September 16th and Sarah C. Client Experience Specialist September 23rd. Thriveworks NEVER responded nor followed as they promised REPEATEDLY!! Thriveworks is scam and a fraud and I will make certain the Black community knows it's NOT a safe space or option for Black families and our children! read more

I'm only giving them two stars because the two providers that they provided me with are excellent. However, like all of the comments I've been reading below, their billing and insurance coverage is mediocre at best. I've gotten the runaround a number of times trying to update my insurance, trying to figure out if an actual provider is in network, trying to get the provider added to the thriveworks account for my insurance company. it's a simple fix but they just give you the runaround. And then when you ask to speak to a supervisor you either get someone who's really helpful but gives you the wrong information, or somebody who is nasty and also gives you the wrong information. If I didn't like the providers I was seeing, I would walk away from thrive works in a heartbeat. However the two providers do not work with any other company but thriveworks. The intake process was fine and it was very thorough and they found me great providers, but it's like after that they just dropped the ball, and never want to pick it back up and run with it. I've been on the phone today alone at least 3 hours trying to sort through this issue. I think I finally found a way through, but I'll find out in the next couple of days whether or not it worked and if when I get a chance to talk to the credentialing department. Sweet Jesus in heaven! What a headache. And honestly for being a mental health company, you think that they would take people's mental Health and well-being into account, when they're trying to provide "back-of-the-house" admin services. That is not the case here. read more

Currently in the process of forming a lawsuit against this crooks. Do not go here do not give them your card. The therapist aren't professional, she literally just printed off some article she googled and showed me a YouTube video. Why did I even pay for that? I can do that for free in my own home. You over charge people for mediocre service and these complaints having been going on for years, now its time to take action as companies only do something when they loose money. Unfortunately a lot of these "therapist" prey on the mentally ill especially close to the holiday they try to get you just like buying a car and a shady dealership....you've been warned believe all the negative reivews. read more

First off having video conference for someone with anxiety or anything in that category is not really getting to know that client. And the client not really knowing his/her counselor . I think their prices are ridiculous high. The experience for me is not what I expected. You have to see multiple counselors and get charged per person you see. However way your options out before calling this company. read more

Communication is key. Stay on top of appointments and/or cancelling them or you will pay a hefty fine.

Please please do your homework before using this company. Just google lawsuits against them or look at how many people have filed complaints. They are SHADY. They ask for your card information "just in case of a no show" and then draft money out of your account without filing insurance. Do your homework. There are more honest options out there. Don't trust this company. read more

This company is a joke. I can't even explain everything I have been going through in detail or I would be writing a book. To keep it as a short as I can, they are so unprofessional and unlike any other health care facility I have ever experienced in my life. They seem to only care about getting money from their clients. They make you put a card on file when scheduling an appointment but they don't tell you that they will just automatically charge your card for anything they feel you owe with no warning or without seeking authorization from the card holder. Just recently I withdrew from services from these people and all of a sudden I have a bill from an appointment two weeks ago for a copay. My insurance stated they didn't file the claim correctly so they are pushing it back. Luckily, I cancelled the card they have on file and requested a new one so they can't withdraw money from my bank. Otherwise, I would be like some of the other clients who have posted reviews stating they are seeking refunds. Just do yourself a favor and stay away. Do not book an appointment, and try to find counseling services elsewhere. The negative reviews are true. read more

I, as what seems like many others have experienced, have been scammed by thriveworks. Out of nowhere they started charging me over $200 per session. After multiple calls, I had to get on a three way call with my insurance company for us to find out my psychiatrist, Tamiqua Luckey Jackson, started putting in the wrong CPT codes. They have stolen over $1500 from me, and I have, yet again gone in circles and circles with their billing department. My insurance agent was NOT having it with them because the billing department agent was clearly contradicting herself with everything she said. They've told me they have "approved" my refund twice, but it's been three months and NOTHING! At this point I can just expect no money back from them. Stealing money from someone who is clearly dealing with mental health problems seems like a great business model! Will be reporting them to the BBB. Do not use this company. read more

I agree. thriveworks is scamming people. They committed insurance fraud with me as well. I will be advising my therapist at fridays appointment that the company she works for is making fraudulent insurance charges. I have tried to rectify this issue ,by providing proof, etc... to get money back they stole... from me.... by both calling and emailing.. and it just goes in circles. I will now be reaching out to my states insurance commissioner to report them as well. read more

They are crooks! I'm reporting them to BBB! I set up an account with them, find a therapist I thought would be perfect. They make you add a payment card when you start services with them so they can charge you for services that you never set up! Well I met with the counselor for the first time. At the end of our session we had ran out of time so I agreed she could just go ahead and set up an auto visit (one autoimmune visit). I told her in suffering from chronic illness and have many doctors appointments I'm going to and off it didn't work I'd just reschedule it to what would work. So I get the auto appointment and of course had to reschedule it because it landed on one of my medical appointments. Well I'm coming out of my medical appointment and find a message on my phone with her saying she's waiting online for our meeting that I had canceled and rescheduled! Running her smart mouth saying if I didn't show up it's a $135 charge! This is the last BS a chronically ill person needs to put up with! So I call their online call service and explain what's going on and request a supervisor which of course they will not connect you with! So she takes a report and says I'll hear back. While I'm on the phone with her I find out this b**** had scheduled 6 months of auto appointments! I told her cancel them all and close my account! I did call this crazy counselor and talked to her. She was saying it was just a misunderstanding and she always auto schedules her clients. I told her that won't work for me! Of course they did try to charge me that $135 but I had used a card that I can change at any time! They will not be taking my money for an appointment I never agreed to in the first place!​ read more

stay far far far far away. they are only for one thing to make money and scam their patients! all the bad reviews are true. they will schedule you appointments without your approval then charge you! they don't have active lines to cancel or reschedule your appointments on the weekends. The nightmare is true! i was drugged and rubbed and just wanted someone to talk to. I couldn't imagine how much this company has scammed from unstable patients! How they are in business in beyond me read more

I really should have looked at the reviews before making the mistake of making an appointment. I had a session with Salacia Cunningham for medication refills. My insurance changed so I was looking for a new psychiatrist. This irresponsible woman denied to prescribe me a medication that has worked for me for 25 years. I have never had any issues getting this medication prescribed, as it is not a controlled or addictive substance. Salacia stated she didn't feel comfortable prescribing it, saying it's only given to patients at a state hospitals which is not true. After speaking to me for 10 minutes she made the decision to not agree to prescribe it to me. I am now without my medication and will experience withdrawals such as vomiting, dizziness, tremors, chills, suicidal thoughts, withdrawal dyskinesia and many other unpleasant symptoms that will put my mental and physical health at risk. This is dangerous, irresponsible and she should never be allowed to treat another patient ever again. read more

They might tell you that your insurance covers the care, but CHECK FOR YOURSELF. I called and the intake said my insurance covered it. Then I get two sessions and am hit with a huge bill. It's FIVE TIMES what I paid for similar services. Once I saw the bill, I called in and was told that I should have checked with my provider and the intake specialist was wrong. But they refuse to issue any kind or refund or rebate DESPITE their staff handing out the wrong information. So I'm left wondering if this is incompetence or desperation for money... Then I called my insurer and they said I am DEFINITELY COVERED. Thriveworks didn't even call or file a claim. I am currently waiting on this to get resolved but in the meantime, I have this huge charge on my credit card. read more

Had my first initial appointment, and the lady doing the intake was unprofessional and lacked humanistic understanding. When asked to discuss my traumas (for a medication intake regarding ADHD) she asked if I "knew the perpetrator" and whether or not I "reported it to the police." I don't understand how any of that is relevant to getting prescribed medication for an attention-deficit disorder, and it feels really inappropriate when irrelevant rhetoric that is used to talk down SA victims is brought up. I am considered underweight by the bmi scale by .5- a measurement that has statistically been seen as only part of a client's profile, and was simply told to see a nutritionist when my weight has never been an issue. I made it explicitly clear that I do not have disordered eating, just a fast metabolism, but she still disregarded me and considered me unhealthy. I expressed my concerns about this language to the person I was communicating with, but was simply given an "i'm sorry that you feel that way" response. It did not feel like I was being listened to, and was merely just another client that had to be dealt with. I will not be making an another appointment, and by viewing these other reviews, I can only await the bill that will come with my negative experience. read more

Just a quick update to my review from a couple months back: After posting this, I was put in touch with their Regional Clinic Director. He assisted with quickly making things right and listened to all my concerns. I did feel like he took my feedback into consideration, and that was appreciated. I was scheduled with a therapist out of their Midlothian office, and I've been seeing her since without issue. read more

it would be zero stars if I could give zero stars. I have called and cancelled my appointments and they keep putting me back on and charging me. I have had to lock my credit card. read more

Thriveworks employs some excellent therapists. Good luck getting the one you need. My previous therapist, also with thriveworks, suggested I try a new modality and do DBT instead of CBT. I got in touch with Thriveworks, they assured me they'd find me a provider no problem. They've since assigned me to three different therapists, none of whom specializes in DBT. I had lengthy phone conversations with Thriveworks between being assigned each of these providers, making it clear I specifically need someone with DBT specialization. The person on the phone made it very clear they understood what I was looking for, and then promptly assigned me someone who cannot provide that. Also, the thing where they offer to call you back if you're on hold is really poorly handled. I've never, not once, received a call from Thriveworks after opting in to that system. read more

Horrible experience. They misinform you and then charge you $220 and make claims they did not know about the insurance. When I made my initial appointment they said my insurance would cover it and I would only pay the co-pay of $15. Come the session I was required to sign the consent form to move forward with the appt assuming my insurance was covering the session but then the clinician said she did not see my insurance. I called billing the next day and asked and they said she is "out of network" so I scheduled an appt with a clinician they said was in network. I called the following week to confirm the new clinician is in network and they said yes. The next morning I was charged $220 for the first appt. When I called to explain the misinformation I was given all times I called about clinician being in network and out of network, I was told that they have no way of knowing if a clinician is in network or out of network, after I was told various times these clinicians are/ are not. I asked for a refund because I was misinformed by their billing AND enrollment team and they said bc of the consent form I have to pay and then said "that's just how thrive works is". What's funny is one of their billing people told me "our enrollment team has been misinforming people and we have to deal with this now" OK THEN WHY DO I HAVE TO PAY FOR THEIR MISTAKE read more

I worked with a therapist from Thriveworks for over a year, and they were competent and friendly. However, Thriveworks has a terrible billing + insurance department. It's impossible to see why or what you're being billed about, and I had to spend hours on the phone to try and sort out a clerical error that they made. Even nine months later, I am still trying to unravel their own billing mistakes, which they are still charging me for. Because this is a large and disorganized company, it's impossible to contact anyone who actually seems to know what they are doing OR has any power to fix anything. After being on hold and transferred from person to person, I would finally be connected with someone who would file the necessary paperwork. Then, I would have to call back later because the paperwork had ultimately be rejected; I am still on the hook for their filing errors. Whatever you do, avoid Thriveworks. Working with their admin department the worst thing in the world. I have a much better time working with my insurance company (who are notoriously difficult!). The therapy is not worth it--TRY ANYWHERE ELSE! read more

an absolute JOKE of a business, was told on 2 separate occasions that I could get diagnosis for adult ADHD, after making sure they got my credit card # I was told I could get diagnosis and scheduled appt. had appt, the next day I received phone call from Dr/therapist who I spoke with the day before telling me that he isn't qualified to make the diagnosis and that Thriveworks does not offer that service...............how in the hell can the person I spoke with not know they are not qualified to do something we spent 55 minutes discussing ? ADDED BONUS, I WAS CHARGED $195.00 read more

Should be 0 stars. Thriveworks employs some excellent counselors, but they commit insurance fraud and scam patients out of money. 1. The membership fee is useless, they make it sound like you need it for services, however you do not. It can be canceled immediately. 2. They Bill insurance far far more than the self pay rate. If your insurance doesn't cover enough you will be liable for the remainder, even if it's more than the self pay rate. ​ read more

they dont answer email when we have a claim they have kept us for more than a month without anwer. Wouldn't recommend the at all!

We used their counseling services for a few couples sessions and similar to the other experiences mentioned here, they made no effort to bill to either my partner's or my insurance, were completely useless in trying to resolve the issue, and once they finally agreed to bill to our insurance, they upped the billed price for all sessions. Absolutely ridiculous and scam of an organization that is clearly preying on people with mental health issues to make a profit. It's unfortunate as well because our counselor was great, but your organization is one of the worst we've ever dealt with and we will happily be reporting you all to any/all agencies which hold businesses accountable and will ensure no one we know ever uses your services. read more

I carefully read the bios of each provider online and narrowed them down to my top 3 based on their own descriptive statements about their therapy style, expertise, clinical preferences, etc. I did the research so I could find a good fit to assist me during my healing journey. But when I called to schedule, I was informed that none of my preferred providers are accepting new patients. THIS INFORMATION SHOULD BE LISTED ONLINE. This was a monumental waste of my time and effort. Also, heads up, they require you to pay $40 just to make the first appointment and another $40 monthly just so you can use their services. THIS IS OVER AND ABOVE WHAT THE ACTUAL SESSION FEE IS. Very discouraged and disappointed that patients like myself who are doing their due diligence and making the effort needed have to jump through rings of fire just to access the support they need during an already difficult time. We deserve better, Thriveworks. read more

Update - A local Thriveworks manager contacted me and was receptive for additional feedback. I was instructed to email support@thriveworks.com to cancel my enrollment (monthly fee for prompt and superior customer service). Support responded there was a missing form and I needed to call in to cancel my enrollment. This is their main support, not the local office. After 5 mins on the phone (they did answer promptly) it was determined the form was on file. Their tagline does not match their business practices. "Getting counseling shouldn't be a hassle. At Thriveworks it's never been easier." My experience with Thriveworks was such a disappointment I felt compelled to write my 1st Yelp review. When I added the update I deleted the original post. Here is a quick summary; Waited 3 weeks for in person appointment with their matched counselor. 48hr before the appointment we were notified the counselor was virtual that day. We requested only in person appointments and it was a poorly researched recommendation due to her very limited in person hours.  We waited for our  2nd counselor and all was forgotten because he was fabulous! It was short-lived due to a promotion, he was unable to continue working with us.  THIRD  attempt only to find out there was no one available for in person in the local office and I'd have to drive 30 mins for another match.  Phone calls were another issue. They flex that 80% of call are answered within one min, they charge a monthly fee for prompt ,hassle free customer service. On two occasions, weeks apart, I left my number for a call back and it was not returned. The VM insists you will not lose your place in line. Very underwhelmed and would not recommend. Great concept, website and locations around the Richmond area. Poor execution of their customer service goals and lack of staff. read more

If there was a 0 star that is what I would pick. On my daughter's first visit, they did not schedule her at the right location. She showed up early to her appointment. Another person was taken back and she noticed there is no front desk person. She called the company which ended up blaming her for going to wrong location and that they would no show her appointment, $130. The text reminder doesn't list location just dates/times. My daughter called me in tears at the way the company handled her situation. They insisted her making another appointment within 7 days in order to avoid the fee. She no longer wants to go here due to the unprofessionalism. I called for my daughter and the initial lady I spoke with was very rude. I finally got to billing and found someone respectful. After 30 minutes, I was able to get someone to remove the fee they were trying to impose. Avoid this office! read more

SAVE YOUR F***ING MONEY!!! this place is horrible. We were told on January 25th we'd receive a refund. They purposefully drag this out in hoping you'll give up. worthless company seek real help the empolyees are shit read more

This business continues to charge me even though I cancelled 2 months ago. When I use text help, they tell me to call, when I call their line is down, when I email I do not get a response. I FINALLY got someone on the phone and they said there wasn't anything they can do. Now I can't even log on to take my card of of their file. SHADY. On top of that I had a terrible therapist, couldnt get a new one, and their patient portal is trash. Would not recommend them to anyone. Cerebral is way better. read more

Another update, another random charge on my account despite having not had an appointment in weeks. This place sucks.

0 stars this is the worst run counseling business I have ever encountered in my 38 years of life. Billing department is non responsive and has no clue how to do their jobs. They will charge you out the ass even if you're covered through insurance. This company would rather take your cash than run the counseling through insurance because they are non responsive or lazy! Cancelled don't subject yourself to this torture read more

I received therapy from someone in thriveworks for about three months. I was told when I started therapy that my therapist was covered by the insurance that I had. The therapist herself was amazing and it is very unfortunate that I had to end services with her. But I started receiving statements from thriveworks for over 100 dollars per visit. I contacted thriveworks billing and they basically said that my insurance didn't cover it, which I figured was fine I would figure it out. The issue was when I accidentally missed an appointment and instead of the 90 dollar missed appointment fee, they charged me the full appointment fee on top of another appointment fee, so over 200 dollars for one missed appointment. Now that I've cancelled my services, I'm still getting charged more than I ever did. I emailed billing to try and figure it out over an hour ago and have not yet received a response. That and every time I try to call, I am told that if I leave my name and number they will call back and I won't lose my place in line. I have never been called back. The other issue is that it is so difficult to figure out exactly what you are being charged for, and billing is always pretty vague in their responses. This is so unfortunate because the therapists themselves are great, but the company just needs some work on the billing side. read more

The "therapist" here are pretty bad at least the one I had anyway. She wasn't helpful in anyway and printed off google documents which I could've done myself. A lot of therapist are like this though money hungry, keep sending message after messages for a bill if you're in a crises and don't have any money then you are on your own. No wonder America is so messed up no one can afford good therapy and when you do mange to gather some money together you get a "therapist" who prints off PDF's and gives it to you. If I had to chose between dealing with my own issues and going here again I'll chose myself over coming back here ever again. Side note, the reviews on Google are very sus way too many positive reviews the company is hiding the negative, its funny cause if you go to their Facebook page its nothing but negative reviews....very sus if you ask me. read more

I've always had a positive experience when contacting or meeting with any person in Thriveworks. The staff who answer the phones at the main number, billing staff and my Counselor's. read more