Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We transitioned from WebPT to another *********** in June 2024, keeping our WebPT account active for billing and data transition purposes. From January 2020 to July 2024, we consistently paid invoices, demonstrating good faith in fulfilling our obligations.After July 2024, WebPT failed to charge the card on file for outstanding invoices. Rather than contacting us by phone or mailing statements, they relied solely on email notifications to communicate failed payment attempts. These emails were insufficient as the sole communication method for such important billing issues.On January 3, 2025, a debt collector contacted us via email and phone regarding a $3,757.07 balance. During the call, the collector incorrectly claimed the balance dated back to January 2020, despite our payment records confirming all invoices through July 2024 were paid in full. At no point did WebPT notify us of their intent to escalate the account to collections.The debt collector has since threatened further escalation unless payment is made within 24 hours. This aggressive approach, compounded by WebPTs failure to provide adequate notice of unpaid invoices, has caused undue stress and confusion.Desired Resolution:WebPT recalls the debt from collections and halts further action until this matter is resolved.WebPT provides a full and accurate Accounts Receivable (AR) report for July 2024 onward to verify charges.WebPT issues a formal apology for their inadequate communication and mishandling of this issue.WebPT implements better communication policies to prevent similar situations for other clients.We have acted in good faith and request WebPT do the same to resolve this matter fairly.Effective 10/24/2024 we terminated our services with WebPT after countless outages, poor customer service responses, or even no responses to inquiries we've emailed or called regarding in the past. We are extremely disappointed with how they have managed this matter.

  

  Business Response

  Date: 01/09/2025

  Thank you for bringing this complaint to our attention.  We are sorry to hear that a former member is dissatisfied and feels we did not communicate effectively.  We will investigate internally with our finance department and follow up with a full response and next steps.

  Customer Answer

  Date: 01/10/2025

  Once WebPT has followed up with their financial department and provides a full response with their potential resolutions, we will consider closing this complaint.

  

  Business Response

  Date: 04/25/2025

  Resilient Physiotherapy continued using our services for billing and data after transitioning their EHR in June 2024, and payments were consistent until July 2024. At that point, the credit card on file began declining, and our standard procedure is to send email notifications, which our records show were viewed.

  
  The cancellation request came in October 2024 and was completed in December 2024. Unfortunately, the outstanding balance due to the declined card led to the account being referred to collections after no response to our email notifications.

  
  While we regret the frustration caused by the collection agency's contact, our attempts to communicate the past due balance were made via email, which were accessed. We are prepared to provide an AR report from July 2024 onward to detail these charges.

  
  We believe our notification process was followed, and ultimately, managing account payments and monitoring communications is the client's responsibility. Therefore, we respectfully maintain that the outstanding balance is valid and should be resolved directly with the collection agency.

  Customer Answer

  Date: 04/25/2025

  After being contacted by the collection agency, we reached out to customer service to check on this matter, and we were notified that there were instances of automatic payment malfunctions occurring for other consumers. For many years before this, the card on file was successfully charged and the account was settled. If a prolonged issue with payment occurred, we were under the impression a written notice before being sent to a collection agency. If adequately notified, we would have made payment in ******* as we have in the past for over 4 years.

  In addition, we have reached out to WebPT through phone and email to request a release of records with an attachment providing authentication of ownership. We still have yet to receive an export of all of our patient records, records which are legally required to be delivered to us in a reasonable, timely manner. The email request for export was sent in January 2025. It is almost May 2025.

  We would like to close and settle this matter on BBB after we have received an export of our patient records. 

  

  Business Response

  Date: 05/16/2025

  The export was sent to ****** ******* at the email listed on the export form ********************************** on May 14, 2025. 

• Initial Complaint

  Date:07/19/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Premier Physical Therapy provided 8 sessions of physical therapy from 5/6/2022 - 7/6/2022. They accept my health insurance and billed my health insurance. I paid Premier Physical Therapy a $25 copayment for each session, for a total of $200 for the 8 sessions. I have explained to their billing company, WebPT, that I am only responsible for the copayments and my insurance company is responsible for the remainder of the cost. I contacted my insurance company and they contacted Premier Physical Therapy and WebPT to explain that I am only responsible for the $25 copayments. I continue to receive bills from Premier Physical Therapy. I have contacted them many times, but they will not correct the billing error. The latest statement is for $11.26. The statement lists a provider, "******," whom I have never met. The statement claims I owe $3.62 for three sessions on 05/06/2022, 06/20/2022, and 07/06/2022. WebPT is now calling my home and leaving messages on my answering machine. I got a call from someone named "******." although caller ID lists "*************************" as the caller. When I returned the call, I got an arrogant man who had no comprehension of the situation and asked for personal information. I gave him the account number so he could learn about the billing error, but when I would not give him my personal information, he hung up the phone. This is an obvious billing error for $11.26 that WebPT refuses to resolve and continues to contact me. They have spent more than $11.26 in postage for the years of statements that they continue to send.I request that the billing error be corrected. Please send me a 0 balance statement and stop further contact from this business.

  

  Business Response

  Date: 07/30/2024

  Thank you for reaching out and providing details.  We are investigating the claims stated from 2022 and will be following up with the clinic where the treatments took place, as well as discuss with the insurance company if needed.  We will respond with our findings and next steps.

  Thank you,

  ***************************, MPT

  VP, Member Success

  Customer Answer

  Date: 07/31/2024

  The business has not sent me a zero balance statement.  It continues to send me statements that reflect their $11.26 billing error.  The last statement received is dated 07/19/2024.

  

  Business Response

  Date: 08/30/2024

  WebPT is contracted by Premier Physical Therapy for revenue management.  We are not able to adjust nor write-off a patient balance without written permission from the clinic.  After multiple attempts to contact this clinic over the past month, we were able to reach Seree in their billing office today (8/30/24).   She stated that the patient did have a $25 copayment for each session but that the $11.26 balance is probably due to taxes on her claims in 2022 which HI is allowed to bill.  ***** stated that Premier PT is willing to adjust the balance off and will be sending WebPT an email with the permission to do so.  Once that email is received, WebPT will make the adjustments as directed.

  If you have further questions, let me know or reach out directly to Premier PT.  Thank you.

  Customer Answer

  Date: 09/03/2024

  To date, I have not received a zero balance statement from Premier Physical Therapy/WebPT.  Until I receive that statement, I cannot accept the business's response.  This complaint remains open and this matter has not been resolved.

• Initial Complaint

  Date:06/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for WebPT (an electronic medical record company) in Dec 2022. The first 3 months were a free trial and I started being charged in March 2023. I have my original agreement that I was to be charged for 1 license @ $99 per month for one of their services (Therabill Rendering Provider). They have been charging me for 3 licenses since that time. I have paid $3,069 to date in over charges. I have contacted WebPT on multiple occassions to work this out and can never get the same person/supervisor/customer service rep nor will they call or email me back. This dispute has been ongoing since early May. I spoke to multiple customer service representatives that can tell that I have ONLY ever had 1 license for therabill and can't understand why I was charged for 3 each month. I am seeking assistance from the BBB to help me try and resolve this issue. I have attached a screen shot of the email with the sales team ensuring I only needed 1 license as well as a screen shot of my agreement. I have also attached each invoice indicating I am being charged for 3 licenses @ $99 each.

  

  Business Response

  Date: 06/12/2024

  Hi *******, 

  We are confirming we have received this complaint and we are investigating the status of your case. 

• Initial Complaint

  Date:04/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called and left mailed them several times I also attached a correspondence between me and one of their account managers via emails confirming my account closure as of the end of November! They keep charging me unlawfully until now! I need my money back and I need to warn all fellow practitioners not use their services they are scammers!

  

  Business Response

  Date: 05/06/2024

  Thank you for contacting the Better Business Bureau (BBB) and bringing this billing issue to our attention. We sincerely apologize for the frustration and inconvenience caused by the continued charges on your account after the confirmed closure in November. We understand your concerns and take all allegations of unauthorized charges seriously.  We have reviewed the details you provided, including the correspondence with your account manager regarding account closure. We will work diligently to ensure this situation is rectified and that your account is no longer charged.  We appreciate your patience and cooperation as we investigate this matter further. 

• Initial Complaint

  Date:02/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been trying to change our billing clearinghouse from ********* to *****. They told us during the integration process that we had to cancel our Therabill before ***** could go live. Our biggest issue is that we specifically requested that they turn off our access to Therabill the day that we start our access to *****. We explained that we will need to continue to bill, so we don't want a gap. They did not honor that. On Feb 6th (the day before they cut our connection with *********), they said they weren't able to integrate because they needed a customer key from *****. Despite knowing that they did not have what they needed to integrate with *****, they still shut off our access. Our last billing was done on Feb 6th as we go from one small issue to another with the integration. Billing is the way that we make money. It has been 3 weeks since they prematurely shut off our access to billing, and they are slow to respond when we jump through the hoops they set up. We will need to take out a loan to cover our monthly expenses (i.e. ~******) because we will not make at least 75% of the income we should next month, and the integration hasn't happened. It's possible that we will make no money for a month. The cheapest loan we have found offers 12.5 APR, and that is a huge burden for us. A timeline follows:2/3/24 Our ****** told WebPT support that we can turn off Therabill the day before Tebra is connected.2/4/24 WebPT said they will turn Therabill off on 7th.2/6/24 WebPT says they need a key from Tebra before moving forward.2/7/24 WebPT shuts off access to Therabill rendering us unable to collect money.2/8/24 Tebra requests a rep's ******* info from WebPT to whom she can give the key.2/12 WebPT finally responds with rep's name/info.2/14 ***** requested a COID from WebPT.2/16 EOD WebPT provides the code.2/16 ***** provided payer list to WebPT.2/20 WebPT receives key they need.2/22-23 WebPT asked for spreadsheet that we could've provided while we waited.

  

  Business Response

  Date: 05/06/2024

  Thank you for contacting the Better Business Bureau (BBB) and bringing your concerns to our attention. We take customer satisfaction very seriously and apologize for the inconvenience this situation has caused you. We are committed to resolving this situation to your satisfaction. We appreciate your patience and cooperation as we worked towards a swift and positive resolution. Thank you for being a valued Member of the WebPT Community. 

  Customer Answer

  Date: 05/07/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:01/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon closure of my business, I am entitled to medical records access to all records while being a customer of ********************** the last 4 years. I have provided the forms required to complete the process but WebPT is not responding to my request or any emails that I have sent over the last few weeks. I have 2 active attorney requests for records that legally require me to provide said records within 30 days. they are placing me in a difficult situation to say the least. Completion of my request is my only desired outcome at this point.***** R Pivotal Physical Therapy

  

  Business Response

  Date: 05/06/2024

  Thank you for contacting the Better Business Bureau (BBB) and bringing this matter to our attention. We appreciate the opportunity to address your concerns regarding medical record access for Pivotal Physical Therapy. We are happy to inform you that we have successfully fulfilled your request for a complete and current export of all medical records. We understand the importance of timely access to medical records, especially in response to legal requests. We apologize for any inconvenience caused by the initial delay in communication regarding your request. We are committed to providing a high level of service to all our customers, and we appreciate your feedback. It helps us identify areas for improvement and ensure efficient processes for future requests. 

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was trying to get a refund from WebPT because they over charged me for billing me 5 providers. I was trying to get advice from them on how to schedule my massage therapists in the scheduling system and they told me to "add" them as providers. So I did. A month later, I was charged for each of these massage therapists as licensed providers which I wasn't aware of. We only have 2 official licensed providers in the system that is working on our clinic. The price of each provider is $150. They charged me from April to June. They finally re-adjusted the price but didn't give me a refund. Not even a credit. I've requested a refund and given a complaint but it fell on deaf ears.

  

  Business Response

  Date: 05/06/2024

  Thank you for contacting the Better Business Bureau (BBB) and bringing this recent billing concern to our attention. We take all feedback seriously and appreciate you sharing your experience. We understand there may have been some confusion regarding a recent charge on your account. We are committed to providing a transparent and fair billing experience for all customers.  

  Customer Answer

  Date: 05/06/2024

   To Whom It May ********

  Unfortunately I haven't gotten any substantial response from WebPT. According to their response, they are just committed in taking complaints seriously. Nothing more, nothing less. They haven't provided any recommendations that would help the issue and the situation remains the same. Please provide the necessary steps that would help me with this case and please let me know what you need from me. 

   

  Thank you very much.

   

  ***********************************
  

  

  Business Response

  Date: 05/31/2024

  We have communicated with ********* that we are unable to provide refund licenses if he did not use them. When adding new provider licenses in the system, the user must request those licenses. When a request is made through the platform to add licenses they are notified that adding provider licenses is an additional cost and will result in additional charges to their account. We also follow up with a confirmation email within 24 business hours confirming the invoice changes. In reviewing communication with the user, the user requested information on how to add a massage therapists on 11/29/2022. On that same day one of our representatives reached out and walked them through the process of adding additional users and followed up with an email explaining that they only had one more available licenses and they would need to request a license adjustment in the platform. They also included links to the following help articles: Add and Remove User Licenses (*************************************************************************************), and Add or Edit User Profile (**************************************************************************************************).

  The user was charged for the number of licenses requested. We removed the licenses upon his request, but will not be providing a refund for licenses he requested. 

   

• Initial Complaint

  Date:11/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  WebPT has been neglectful in managing our billing account, leading to significant financial losses for our business over time. Unfortunately, they are unwilling to accept responsibility, and this situation has contributed to the instability within the department, affecting both our staff and our operational processes.

  

  Business Response

  Date: 05/06/2024

  Thank you for contacting the Better Business Bureau (BBB) and bringing your recent experience to our attention. We take all feedback seriously and appreciate you sharing your concerns.
  
  We are committed to providing a positive experience for all customers.  We've reviewed your complaint and are taking steps to address the situation internally.
  
  Would you be open to a follow-up call to discuss your needs in more detail? This would allow us to explore potential solutions and ensure a better experience moving forward. 

• Initial Complaint

  Date:05/31/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contracted with WebPT to utilize their EMR as a record keeping and billing system for our clinic. Over time payments were made to WebPT that they never recorded. In September of 2022 we asked for, and received, a list of payments that they had received. It was missing numerous payments. We sent them a list as well as statements showing the payments had been made, we never heard anything back. Additionally, the agreement requires us to pay for the software based on the number of medical providers we have. As providers left our practice, we deleted them from the software, but they kept on reappearing and we were charged for them. We spoke to them about this on several occasions. Each time we were told someone would get back to us, but no one ever did.We have spoken with thei customer service, we have spoken with their billing department, we have spoken with a collection company they hired and have gotten nowhere. They are clamining we owe them in excess of $20,000 which is clearly an error, but we have no idea if we owe them anything at all due to their poor record keeping.We have seen this complaint filed on the BBB site by others and WebPT employees have confirmed for us that these are common problems. We would love to resolve this, but we need a responsible person to work with.

• Initial Complaint

  Date:04/25/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am WebPT costumer since 2013. Every month my payment to WebPT is $89.00 At March 2023 I paid WebPT $199 for Program TerraBill which I canceled 3 days BEFORE production. Means - I cancel TeraBill before the Program statrs working. WebPT never return me $199.At April 15/2023 WebPT charged my credit card for $979 without any invoice, or explanation.I call them 4/24/2023 - they sent me over 3 department - nobody knows what is going on. Representative promised to open investigation case, but nothing opened.Today 4/25/2023 - I sent email to WepPT support, but they are automated servise shot down - usually they sent case # in seconds.After 60 min over the phone with 3 different people - nobody has the answer.I want to stay WebPT costumer, but I want my $979 + $199 = $1178 back to my credit card.I have screen shoots from my bank account about the overcharge.

  

  Business Response

  Date: 03/04/2024

  Thank you for reaching out about this situation. The concern from our Member was reviewed by our internal billing and leadership teams. We were able to work with the Member and a refund was issued in May. We are grateful for the opportunity to make this right.