Thriveworks Counseling & Psychiatry Smyrna

"Let me first start with the counselors are great and the facility is convenient and lovely…. That’s where the good stuff ends. The ability to contact anyone at the location is impossible. The space is unmanned and there is no receptionist and is part of some insane conglomerate. We were stuck for an hour on 75 and attempted to reach out and let our therapist know what was happening. We eventually found a email to send her.When we finally arrived our therapist was accommodating and worked with us. Then we got a $135 late fee in addition to a charge for our session. I work in healthcare and understand the intricacies of scheduling, hippa and missed appointments. This office is not set up for success. When you attempt to call the location you get routed to a thriveworks nationwide number and cannot reach the location. When you call about billing you get routed to a call center overseas and my husband was on hold for 47 minutes and after a 20 minute conversation with an incredibly antagonistic “customer service” representative who had the wrong dates of service and had us missing 2 appointments for 270 in fees. This was only our second appointment. Although we liked our therapist very much we will never return to any thriveworks conglomerate. It is certainly sad and frustrating that a place that is supposed to help with mental health and stress has done completely the opposite because their business model neglected to address the most important part of mental health… communication."

"I called thriveworks and spoke with the scheduler who confirmed my insurance information before I booked my appointments. She stated that she was going to look up my benefits based on the information I gave her and tell me how much therapy would cost me, specifically couples therapy. I was concerned about costs so I was sure to ask exactly how much each appointment would cost me. She stated that I would not owe anything due to my policy having a $0 copay and $0 coinsurance. She also encouraged me to book individual therapy and I did because she stated it would end up costing me nothing. She asked for a credit card to put on file for no show fees and even stated that I did not have to worry and that I would not be getting any bills or charges. I feel very misled because I have actually been charged $100 already and have been told by billing over the phone today that I would owe for the additional sessions I have had (3 total). This was their response admitting they gave incorrect information but that it does not matter because I signed their consent form- After reviewing the client's account and communications with our billing department, we were able to determine that while the client was given incorrect information regarding their patient responsibility during an initial booking call, due to an error in the insurance verification process; the client was also provided with a Thriveworks Consent and Services agreement, which does specifically outline that our insurance verification is not a guarantee and the client will be responsible for any copays or non-covered fees or costs."

"Never got the chance to be seen or consulted however they attempted to continually charge my account! They schedule appointments after hours, yet they do not have after hour customer service if trouble rises with the provided zoom or sign on link. I was in the waiting room for 30 minutes, and when I tried to report the issue the next day, they marked me as a no-show. I attempted to explain that I had trouble with the zoom link and called and left a voicemail. I found another virtual doctor that’s actually willing to assist."

"I wanted to love this place, but unfortunately, I didn't even get the opportunity to be seen because I had so issues trying to book an appointment. First, the provider I wanted was available but there was a glitch on the website that wouldn't allow me to enter my insurance info. So I called to book instead and the employee was very nice and helpful, but after 20 mins of trying to get me booked, he too was having tech issues. By the time the site started working again, I was told that the provider I wanted had turned off her availability... So I then went through the process of doing my research on someone else and booked with that person just to get a cancellation email two hours later. When I called to find out why, I again was told that this provider had turned off her availability. Which I find to be a bit unprofessional considering my appointment was already booked. The employee I spoke to about it apologized and offered to rebook me again, but at this point none of the providers I was interested in were available, NONE, and the providers that were available had little to no appointment times open. Overall, this experience has been stressful and a waste of time. The reason for two stars is for the polite and apologetic employees I spoke to."

"I have known Dr.Evans for awhile! She is very personable, considerate and passionate about helping others! It is because of these traits I feel very comfortable and open to discuss anything with her! What I love the most about Dr. Evans is how attentive she is to your emotions! She makes you feel heard and understood! I would definitely recommend her to anyone looking for a therapist!"