Thriveworks Reviews 239

Truly the worst possible experience for mental health care. The first provider I saw through Thriveworks completely ghosted me with no warning and left me without my medications or any further direction. The second provider I saw was completely unprofessional. The first call we had violated HIPAA on multiple levels, especially when I could hear other adults and children in the same room as her during our psychiatry call. She also included me on an email that I was clearly not supposed to be on, where she was talking poorly of me and my character.

NEVER use this company for therapy services!!! They are a SCAM and nothing but money hungry and do not care about peoples mental well being or finances. They will charge your card weeks after an appointment without authorisation for what they say was services rendered a month ago and then try to blame your insurance company even though you don't deal with this issue with any other provider. DO NOT USE THIS COMPANY YOU WILL REGRET IT!!!

While their customer service reps are courteous the calls are useless. They give ticket#'s that can't be tracked or pulled up . Their supervisors direct the reps to tell you to send emails to billing@thriveworks which is again useless. At this point , after being on hold on/off for over 40 min i will be reporting them to my States insurance dept , the BBB and the administrator of my HRA. They were paid twice for services rendered. once by the credit card they had us attach to the account and again by my HRA account.
The audacity to send a survey when they've done nothing to resolve the issue for over a 45days or more.

I had a very disappointing experience with Thriveworks Rowlett and therapist Njideka Obi. I attended a full one‑hour consultation for grief and loss therapy for myself and my young child. After the session, it was clear she was not the right therapist for us, and I politely informed the office that I had selected another provider.

Even though I attended the appointment, they marked it as a no‑show and billed me $135. When I reached out, the office refused to correct the mistake. They also did not seem to understand that a minor child should not be introduced to a therapist until the parent has confirmed the therapist is appropriate.

This was an unprofessional and frustrating experience, and I cannot recommend this location based on how they handled both the session and the billing.

I had horrible experiences as a patient of Thriveworks (NOT BBB accredited) and I don’t recommend them- at all to anyone! This included multiple severe billing issues, ruthless unresponsiveness, poor care, high turn-over of my providers, and questionable policies.

A major issue I'm having is the billing department's lack of transparency and poor communication. I am experiencing this in regard to my unresolved coding case that Thriveworks opened all the way back in October 2025. I disputed that I was billed for extra add-on codes (totaling an estimated $1,085 for reference) because I feel it's outright evident that their codes do not fit the nature of the appointments. It is now 4 months later, I still have no form of resolution (or any answers), even though I was told this case was "internally escalated" long ago.

I have to pull teeth to even get a poor-quality response. For example, they completely ignored all of my emails for a whole entire month. The rare times they do answer, they read from an obvious script, and give many inconsistencies, evasive answers, and excuses. To this day, none of my questions have been answered and I still was not put in touch with relevant supervisor, despite many attempts.

In addition, multiple providers left abruptly, forcing me to start anew, which was daunting, unhelpful, and unproductive to my care. Worse, when my provider left, they mandated I redo my in-intake, when I already had a recent one on file!! But with the abruptness of my providers departure from Thriveworks, I could not successfully switch practices before needing refills. So, I did the mandated “in-take,” and was billed $300.00 for it…Apparently, I was charged as self-pay for this, despite my in-network insurance on file not changing. Although, was refunded for this, all these billing issues and errors raise serious concerns for me.

Most importantly, I found the care to be unimpressive, surface-level, and generalized. I was assigned someone “specialized” in what I needed, but it was not evident and was unhelpful.

I also thought the $135.00 cancellation penalty to be excessive, especially with the frustrating double standard, as my provider has canceled on me last minute before, but patients are required 48-hour notice.

In my opinion, their incompetencies, their billing practices, and the many negative complaints & reviews found outside of google (like on the BBB), unfortunately, seem to be aligned with a "profit over people" & "corporate over care" set of company values. Sad when patients are seeking actual treatment.

SHAME! : (

PS: they don't answer the support email address they give it here, it is just for show (I've tried a few times)....

I’m extremely disappointed with my experience using Thriveworks through my EAP.

I enrolled expecting therapy to be fully covered. Instead, I was charged $213 out of pocket and spent over 45 days waiting for resolution while being told the Explanation of Benefits would take 30–45 days. After waiting, I was told the claim is being rejected by Cigna and that I now need to contact the insurer myself. I was also told I will not be refunded the $213.

What is most frustrating is that I sought services for mental health support, and this process has added significant stress instead of helping. The system feels designed to push the burden onto the patient — multiple calls, long wait times, and no clear ownership of the problem between provider and insurer.

If you are planning to use Thriveworks with an EAP, I strongly recommend confirming billing and coverage details in writing before your first appointment.

Mental health care should not feel like an administrative battle.

Makayla is amazing and compassionate and helpful.

Their customer service is terrible. I had multiple conversations with a representative to change an email address on my account. First they misspelled the address, then they assigned it to the wrong person, then they managed to change the names of myself and another individual associated with my account - all on separate calls - all which had been confirmed to be correct before ending the call and finding errors to the account. It is impossible to reach a representative, and even connecting with your own service provider will take several attempts if you don't grab their info while meeting with them. Their cancellation policy is one of the most aggressive I have ever seen. Charging $135 with less than a 48 hour notice is steep. If you are someone who experiences life and know that sometimes things change last minute, a lot can happen in 2 days. Considering they will not evaluate any case of cancelation to issue a refund or any sort of compensation. 24 hours seems to be industry standard and within reason.

I do not recommend this to any.

Good morning 🌄
How are you

Scam --- Was not provided with correct information prior appointment. Called and email to cancel no response back. Had to cancel credit card.

The therapist I had could not take no for an answer. When I stated that I did not want to go the medication route, she pushed no less than 7 times in my introduction appt. I went to my next on prepared to explain things to her and tell her I didn’t want to go forward. I did not like how she handled it. She is not licensed to prescribe and wouldn’t understand that the medication she was pushing could be detrimental to my physical health. When I tried explaining my feelings on it, she cut me off and said “no reason to explain. Goodbye” and hung up on me. Then proceeded to cancel every future appt. After speaking to my new therapist through a new place, she stated that this needs to be a report against her licensing so I will be following up.

My short Zoom meeting with Virginia Martinsen, was a complete waste of time. For someone that has worked for over 20 years in the practice, she was the most unknowledgable, rude and gave NO help to my situation. She wanted to see how I could change the circumstances around me, rather than giving me skills. She asked me what mindset skills or coping skills do I think I needed" What the heck? She is the therapist. I was not pleased, and will seek help elsewhere.

Charged for services I didn't know they would charge me for.

Thriveworks confirmed at least twice that we would only be charged a $20 co-pay, only to receive a large bill about six weeks after our last session. I told them not to bill my credit card on file until we had resolved this issue but they charged my credit card anyway. Their fees for services are very high. I found the therapist to be minimally trained for therapy and inexperienced. I will not use Thriveworks again and I do not recommend using them.
Update: I emailed them at the email address below as they requested, to resolve the issue, and they have not responded to me. I am changing my star rating from one to two.

I had an extremely disappointing and discouraging experience with Thriveworks.

It took me years to work up the courage to seek mental health help, which is part of why I needed help in the first place. When I finally made the decision, I scheduled the earliest appointment available — a 7:30am session — even rearranging my work schedule so I could attend. I was genuinely hopeful and optimistic that I was finally taking the right step.

That optimism didn’t last long.

From the moment the virtual appointment began, I felt uncomfortable. While I understand that not every provider-client match will be perfect, the tone quickly became dismissive. I explained that I was struggling with attention issues and was seeking guidance — whether that meant therapy, medication, or next steps. Instead of being guided, I was asked if I had a psychological evaluation. I didn’t know what that was, and the response I received felt irritated and condescending, as if I was wasting the provider’s time.

At that point, I shut down completely. Being spoken to that way — especially when you’re already vulnerable — was upsetting and discouraging. If a psychological evaluation was required before seeing a provider like that, this should have been clearly explained when I initially scheduled the appointment. Thriveworks is the professional organization here; I shouldn’t have been left to discover that requirement during the appointment itself.

Ultimately, the session was unhelpful and emotionally draining. I never moved forward simply because the entire experience left such a bad impression.

To make matters worse, over a month later I received a bill for $179. I submitted a billing complaint and, nearly two months later, I’m still getting the runaround — vague explanations, long delays, and references to a high volume of billing issues.

Mental health care should feel supportive, respectful, and human. Unfortunately, my experience with Thriveworks felt transactional and disorganized. I would strongly recommend doing thorough research and considering other providers before choosing this company.

Great staff, Understanding and strong effort in assisting you.

If I could leave zero stars, I would. The therapist seemed disengaged and read directly from a script the entire session. To make matters worse, I was billed twice for one appointment—despite their own billing policy stating they file the insurance claim first, then bill the patient. I ended up being charged $208 for a single session. I will never use this company again. I have reached out 3x --with no response from Thriveworks. DO NOT USE THRIVEWORKS.
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My experience with Thriveworks has been incredibly positive. The process of finding a therapist was simple, and they offered flexible scheduling that fit my busy life

I love the Therapist that I’m seeing. She is so good. She has helped me with so many different situations that bother me that she speaks the time to listen to me work through the problem. I’m so grateful that I found her.

This company is horrible. Trying to get medical records for my employer is crazy. My job is on the line I have been asking them about my medical records so I can submit them and all I can get is 2-4 weeks. Got a email and it stated 30 more days. This is a a lot to play with someone lively hood. I would be ok with paying for my medical records at this point just to keep my job. This has done nothing but enhanced my anxiety depression and my panics attacks. I called and requested a supervisor and they were to business to talk stated they were escalating my concern. That is all I have ever heard from this company and guess what not call. My therapist told me I can call as soon as my session was over and get a copy of my notes but that was incorrect information as well. I was told to ask my therapist for the notes just to state what I was being treated for and they told me no they could not do that. I am like wow really. I should have went to someone office for all this. Now with everything going on I might loose my job and home because i need my records for my STD with out them no check with out no check rent and bills can not get paid. Choose another company that can help or at least that can right a Dr not with your diagnosis with out waiting 30 days