Grow Therapy BBB Rating and Complaints in 2026

• Grow Therapy is a legitimate company. It is a Delaware corporation headquartered in New York and was founded in 2020. BBB has accredited it since December 2020 and gives it an A+ letter grade. Grow has raised $328 million and was valued at $3 billion in March 2026.
• The same BBB profile shows a 1.14-star average from 63 customer reviews and 200 complaints in three years. Trustpilot rates Grow 4.7 from 8,328 reviews. Complaints describe bills that came in higher than the estimate, no-show fees, and support available only through a chat widget.
• One class action is pending. It alleges that Grow’s booking forms shared patient data with tracking vendors. Nothing has been proven, and no class has been certified. There is no FTC action, no state attorney general action and no reported data breach.

Grow Therapy’s BBB page can look contradictory: an A+ letter grade sits beside a 1.14-star customer score. The two numbers measure different things. The A+ reflects how the company handles complaints. The stars average 63 customer reviews. Across 200 complaints in three years, the issue we saw most often was a final bill that came in higher than Grow’s estimate.

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What Grow Therapy is

Grow Care, Inc. is a private company founded in April 2020 by Jake Cooper, Manoj Kanagaraj, MD, and Alan Ni. To insurers, it presents itself as a national group practice. To clients, it offers a network of independent practitioners who run their own practices under Grow’s care guidelines. Grow handles credentialing, billing and marketing. Clinicians make their own clinical decisions and set their own no-show fees.

Grow’s investors include Sequoia Capital, Goldman Sachs Alternatives and TCV. It raised $150 million in March 2026, bringing its total funding to $328 million. Bloomberg reported a $3 billion valuation. Behavioral Health Business quotes a company spokesperson who put revenue near $1 billion.¹ Grow’s own press release claims a network of 26,000 providers, more than 125 insurer partners, and 10 million appointments since launch.²

What Grow Therapy’s BBB rating measures

BBB’s A+ grade measures how Grow responds to complaints, not whether customers are satisfied. Grow answers nearly all of them. The 1.14-star score is the average of 63 customer reviews posted from September 2023 through August 2026. We read three of the seven pages in full. One review on those pages was five stars. The rest were one star.

BBB lists 200 complaints in three years, including 66 in the last twelve months. It also asks readers to consider the company’s size and transaction volume. Grow says it handled 7 million appointments in 2025.

BBB displays 120 of the 200 complaints. We tallied all 120 on September 5, 2026: 43 service or repair issues, 26 billing issues, 23 product issues, 13 sales and advertising issues, 12 customer service issues, and 3 order issues. By year, 33 were filed from late May 2024, 50 in 2025, and 37 through July 2026. BBB marks 107 as answered and 13 as resolved. BBB uses resolved only when the complainant confirms satisfaction.

What Grow Therapy complaints say

We sorted the complaints BBB displays by subject. Five themes account for most of them, with billing appearing most often. The summaries below reflect what complainants and reviewers wrote on BBB and Trustpilot.

The estimate did not match the bill

Bills that exceeded the estimate appeared more often than any other issue we reviewed. A June 2026 complaint says Grow estimated $25 per session, then charged about $140. The complaint was resolved after the claim was found to have been submitted under the wrong tax ID.

A July 2026 complaint describes a $0 estimate that became $164 per weekly session, while insurance was billed $350 per session. A March 2026 complainant received a $10 written estimate and was later billed $195. Support replied that the third-party estimate was not a guarantee. An April 2026 complaint says a $0 advertised copay became a $140 charge after the provider used a psychological-assessment billing code.

Grow states that its cost estimate is not a guarantee. It bills insurers roughly $180 to $350 for a session. The insurer determines what the client owes when it processes the claim. On a high-deductible plan, that can be the full allowed amount.

No-show and late-cancellation fees

Each provider sets their own fee, up to Grow’s $200 cap. Grow’s help center says insurance does not cover these charges, so clients owe the full amount.

An April 2026 complaint describes a $100 no-show fee even though the provider never joined the session. A BBB reviewer in March 2026 said they were charged after cancelling five days in advance and then cancelled their debit card. A Trustpilot reviewer in August 2026 reported an $80 same-day cancellation fee, compared with a $20 copay.

Support is difficult to reach by phone

A June 2026 complaint says Grow’s phone number sends callers back to online chat. A January 2026 complaint describes an AI chatbot repeating the same response. Another January complaint describes a client locked out by two-factor authentication before a session, with no way to contact support while logged out. A BBB reviewer in June 2026 said the AI chatbot could not answer legal questions and limited the number of messages.

Clinical concerns

Clinical complaints appeared less often, but the allegations were more serious. A July 2026 complaint alleges that a Grow prescriber ordered a dangerous medication dose for a sleep condition the complainant says they did not have. The complaint also describes a language barrier during intake and says a second prescriber stopped responding for two weeks.

A parent wrote in April 2026 that prescribed medication led to their son’s hospitalization and that the family was charged again. Another client complained in mid-April about a therapist’s comment on their eating disorder. The client said they had received no response by June 2.

How Grow responds

Most BBB responses are short templates signed by the Grow Therapy Team. They direct the complainant to the portal or another form. In one billing dispute, Grow told BBB that the concern required a secure review and could not be handled through the BBB platform.

Responses generally arrive two to seven weeks after the complaint, and complainants often reject them. A May 2026 complainant said they had already spent more than a month working with support. According to the complaint, the team stopped responding after saying a refund was coming.

The Grow Therapy lawsuit

One lawsuit is active. Doe 1 v. Grow Care, Inc. was filed in federal court in Northern California on December 17, 2024. It was transferred to the Southern District of New York in March 2026 and is now case 1:26-cv-01929.³

Two anonymous plaintiffs, represented by Bursor & Fisher, allege that Grow’s appointment-booking forms used tracking tools from Datadog, Twilio and Wingify. They allege the tools captured information patients typed, including their state, insurance carrier, member ID, therapist name, selected condition, and contact details. Both plaintiffs also allege that they later saw Grow ads on social media.⁴ The complaint brings claims under the federal Wiretap Act, California’s Invasion of Privacy Act and Confidentiality of Medical Information Act, and common-law privacy.

Grow moved to dismiss the case in April 2025. Its motion argues that the complaint alleges only the routine use of standard website marketing tools, used in ways Grow says are allowed under applicable legal and regulatory requirements, including HIPAA and CMIA. Grow also argues that the plaintiffs did not show the tools were on the site when they used it.⁵

The court ordered limited discovery on jurisdiction. The hearing was reset four times, and the parties agreed to transfer the case to New York. The last docket entry is dated August 3, 2026. No judge has ruled on the merits, no class has been certified, and the case has not settled. The claims remain allegations.

A separate federal case, Slade v. Grow Care, Inc., was filed in June 2023. It alleged that growtherapy.com was inaccessible to a visually impaired user under the Americans with Disabilities Act. The plaintiff voluntarily dismissed the case with prejudice seven weeks later, on July 27, 2023.⁶ No other federal lawsuit naming Grow appeared in a docket search on September 5, 2026, and ClassAction.org lists none. State courts were not searched.

There is no FTC action, consent order or settlement involving Grow. There is no state attorney general action. We found no data breach notice naming Grow in searches of HHS, state attorney general filings or HIPAA Journal.

What Grow Therapy’s privacy policy says

The pending lawsuit concerns website tracking. Grow’s Privacy Notice, updated July 22, 2026, says the company uses web beacons, pixels and embedded scripts. Third-party tools may record mouse movements, scrolling, clicks, keystroke activity, and information entered while using the service.

The notice also says Grow may participate in interest-based advertising and share a unique identifier, such as a user ID, with social media platforms to direct ads to a user or custom audience. Under California law, its use of advertising cookies and web beacons may count as selling or sharing personal information. Users can opt out through Cookie Preferences in the site footer. Grow honors Global Privacy Control signals, but not Do Not Track.

Health records are covered by a separate Notice of Privacy Practices, updated August 11, 2026. It states that Grow and its clinicians do not sell health information or share psychotherapy notes in most cases, and that they will notify clients of a breach. Grow shares records through health information exchange networks unless the client opts out in account settings. Its help center says every platform that stores health data has a business associate agreement and that portal messages are encrypted.

How Grow Therapy verifies clinicians

Grow requires each provider to be licensed in the state where the provider and client are both located. Providers must carry malpractice insurance and follow a downloadable Provider Standards document. Each profile lists the provider’s license type, and Grow publishes a guide explaining the credentials.

Grow calls its network rigorously vetted, but no public page explains the vetting steps or says whether background checks are used. Grow does remove providers. An August 2026 BBB reviewer who was a provider said Grow ended their contract over documentation concerns. A December 2025 reviewer said her therapist was removed after a licensing-related miscommunication. Grow’s standards say it may temporarily disable a profile during a quality concern, including a client complaint, grievance, or pattern of provider no-shows.

We opened the first page of medication-management results in three states on September 5, 2026. All 30 listed prescribers were psychiatric nurse practitioners. Grow’s help center says its network also includes psychiatrists.

What Grow Therapy has changed

Grow’s billing page now shows the billing code and amount charged. Its help articles explain payment history and billing statements. Clients can also reschedule some insurance-based charges. The cost estimator still warns that its figure is not guaranteed, and complaints about inaccurate estimates continued through July 2026.

Grow rewrote both privacy documents in mid-2026, after the tracking lawsuit was filed. The current Privacy Notice plainly discloses session-recording tools and social media pixels. We did not test whether the vendors named in the lawsuit remain on the site.

What users say on Trustpilot and BBB

Grow’s 4.7 Trustpilot rating comes from 8,328 reviews, 87 percent of which are five stars. Grow responds to 99 percent of negative reviews, usually within about two weeks. Positive reviews focus on provider choice and quick access. A September 4, 2026 review praised the number of providers and the availability of virtual care. Another said it was easy to cancel and reschedule well in advance when a provider was not a good fit. Users also report staying with the same Grow therapist for many sessions once they find the right match.

Grow’s 1.14 BBB score comes from 63 reviews written by people with a grievance. The two platforms draw from different groups. Trustpilot says Grow has not invited customers to review it recently, so those reviews are unprompted. On Trustpilot’s comparison panel, Grow’s 4.7 is the highest score among Headway, Rula, BetterHelp, Talkiatry, Talkspace, Brightside and Alma.

Reviews elsewhere are limited and mixed. Some users describe Grow as a legitimate way to find licensed therapists connected to insurance. Others warn that experiences vary because Grow works as a directory of independent providers. Reviewers often advise calling the insurer before the first session and confirming that the specific therapist’s NPI number is in network. Some report low copays.

Therapists are the most vocal critics in user reviews. One recurring allegation is that Grow’s credentialing staff changed contact information on a therapist’s insurance application. Reviewers also describe a large difference between what an insurer reimburses for a session and what Grow pays the therapist. Other therapists recommend Grow to colleagues starting a private practice because it can fill a caseload over time. We cover the provider side in our Grow Therapy employee review.

Who Grow Therapy may fit, and who may want another option

Grow may work for people whose commercial plan appears on its list. Clients can browse many profiles, switch providers, and manage therapy and medication under one login.

Before the first session, call the insurer and ask what the visit will cost. Grow’s estimate is not guaranteed. Ask the provider about their no-show and late-cancellation fee, since each provider sets their own. Grow treats any cancellation made less than 24 hours before the appointment as late.

Grow is not an emergency service. Its help center tells anyone in crisis or in need of immediate help to call emergency services such as 911. Call or text 988 for the Suicide and Crisis Lifeline. Grow may also be a poor fit for someone who needs phone support, since customer service runs through a portal chat widget. People who cannot absorb a surprise bill may prefer a service that quotes the price before the first visit.

Browse Grow Therapy providers in your state. Our Grow Therapy review explains signup, costs and how switching providers works.

How to complain or dispute a charge at Grow

Grow’s help center lists three routes:

1. Provider conduct, care or billing: Contact the Support Team through the help widget in the client portal.
2. A fee dispute: Message the provider first within 30 days. Include the charge date, amount, and supporting documentation. Providers decide whether to refund their own no-show fees. If the provider declines, Grow Support reviews the charge independently. Approved refunds take five to ten business days.
3. A licensing complaint: Use Grow’s state-by-state chart to find the licensing board where you can file a grievance.