Thriveworks Counseling & Psychiatry Cambridge's Online Review Report Card

I would give 0 stars if that was an option. This company is truly a scam DO NOT USE THEM. After seeing a therapist for 2 months and paying the $40 monthly charge, I was randomly charged nearly $400 without notice and without my approval. I've been calling the customer service number for 3 weeks now trying to get a refund. Each time they have told me that they cannot figure out why I was charged that amount and that they would have to escalate the issue. I've been told every time I call that the billing department will contact me in "3 to 5 days" and I still haven't heard a thing.

We were added to a recurring payment subscription model without being told. They also set us up with a counselor that was going on maternity leave, so during the intake she said she would find a replacement counselor for us but never did.

Horrible, money hungry company!!!!! Do not recommend. More interested in charging exorbitant missed appointment fees than in providing a valuable service. Customer service is appalling. I am never working with this company again.

My partner and I had our first session at Thrive Works today and are both happy with our overall experience. Dr. Grimes has a great background and manner to his approach. He was fantastic at giving us each time to discuss the why and goals of our wanting to seek counseling. Additionally, he asked us to speak about how a specific situation made us feel and when we left, my partner said that was very impactful to him. He has been in therapy for several years and felt this was the best experience he has ever had and we are looking forward to our next appointment. When scheduling, I was weary of the "membership fee" and this new way of scheduling our future sessions, etc. But for someone who appreciates efficiency and appreciates availability outside of the traditional work hours, I believe this is a great way to give the patient direct access to our counselor while meeting our personal schedules.

This is a great service and the counselors and customer service representatives are awesome. They are positive and incredibly helpful. The only reason I am downgrading my rating is because there was a mistake regarding billing. However, I called at 7pm and was told to call first thing in the morning. When I did, it was resolved but is taking some time with my bank. It was a bit frustrating to deal with my bank but Thriveworks was great in supporting me. Highly recommend this place.

Update as of 7/16/2017 After calling on MAY 12 and being assured that my payment would get refunded, I realized today that it hadn't actually ever been refunded. I had mistaken the automatic payment for the refund without actually looking at the source of the money... So TWO MONTHS after the first call, I called again to have them refund it (clearly they also never deleted my card since they were able to find it again today). We'll see if this one actually sticks.