Complaints

This profile includes complaints for Spooner Physical Therapy's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Spooner Physical Therapy has 18 locations, listed below.

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  Spooner Physical Therapy

  9097 E Desert Cove Ave Ste 110 Scottsdale, AZ 85260-6276

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  Spooner Physical Therapy

  16838 E Palisades Blvd Ste B121 Fountain Hls, AZ 85268-3789

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  Spooner Physical Therapy

  5040 N 15th Ave Ste 401 Phoenix, AZ 85015-3332

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  Spooner Physical Therapy

  10325 E Riggs Rd Ste 102 Sun Lakes, AZ 85248-7647

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  Spooner Physical Therapy

  717 W Dunlap Ave Ste 100 Phoenix, AZ 85021-3521

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:05/04/2025

  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 attempted to cancel my movement plus Achieve Membership 3/10 online and by calling in to the clinic for assistance as I experienced difficulty online. I called again 3/11/25 for assistance and was directed to call a different number for assistance. Until today, 4/16, I have not had time to call in again. Working on an inbound queue does not allow one to make personal calls during work hours. I'm also in treatment for cancer. I literally don't have time to make multiple phone calls to anywhere - I wish I did. I blocked time in my calendar today to call in to get assistance with cancelling my account. I informed *** that I was told by the clinics front desk *** that I needed to call movement plus to cancel. *** informed me that was incorrect. How am I to know that? I'm not a spooner employee. She said she would let them know that that was incorrect information. It is not fair for the customer to have to pay an additional month of membership fees because the staff directed me incorrectly about how to cancel. I tried to cancel in March. I did not request a refund for March. I only requested for April. I think that is a fair compromise as I was directed incorrectly by spooner staff.

  Business Response

  Date: 05/12/2025

  Hello, I apologize for the delay in response, as I did not seem to receive the initial complaint.  

  This issue has been resolved with the patient.  Patient agreed on a call on 04/18/25 after a detailed explanation from a Patient Accounts Representative, that her account was handled appropriately according to our Movement plus member terms and conditions. A credit is not due back to the patient. 

  Regards,

  ***** *****

  RCM Director - Spooner

   

   

   

   

   

   

   

   

   

   

   

• Initial Complaint

  Date:01/07/2025

  Type:Billing 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.

  Went to a new Spooner in Anthem.Checked in at front desk and showed United Healthcare card - was told *** was out of network. I asked what their self-cash pay amount was and she said $110. I said I was fine with proceeding with the self-cash pay amount & gave my credit card, which was charged $110. I received an *** from *** stating they denied an OON claim for $434. Again, we agreed on the self cash pay amount, clinic shouldn't be billing my insurance. Called clinic & asked to confirm any bill amount on my account. She said it was $0 but I could call the billing **** to confirm. I told them that I paid $110 self cash pay in clinic & that I was surprised to see they also charged my insurance. The billing **** said they needed to speak w/ clinic before discussing further but that their self-pay price was $175. They said they would call back later that day. They never called back. I called back next ********** told me the line kept going dead trying to call me. They stated that their cash pay price is $175 & that I was billed for their OON "estimate" amount, not cash pay and that when *** denies the claim I'll be charged an extra $65. The front desk NEVER mentioned the $175 and I NEVER told them to bill my insurance. They told me the cash pay amount was $110, which is what I paid. Billing said front desk knows their ************ she charged me $110, that proves she communicated to me that she was going to bill insurance. She NEVER did & the clinic is lying & saying I explicitly said to bill my insurance. Billing is claiming "I am recalling the incident incorrectly" and they "believe their front desk." *** called clinic and agreed they were scripted in their responses to not admit fault. Clinic seems to be committing insurance fraud by telling patients they are charging self pay amount & then ALSO trying to obtain $ from insurance & if denied then lying about interaction leaving patients no choice but to pay additional funds not communicated.

  Business Response

  Date: 01/08/2025

  At Spooner we strive to provide an exemplary patient experience.  We do recognize that there are times that we may fall short of these expectations for one reason or another.  When these cases arise, we look at them as opportunities to grow and become better.  I spoke to the patient yesterday, 12/07/2025, to give her the opportunity to present the situation to me how she experienced it, and I understood her frustrations.  Spooner in turn, has agreed to accept her payment of $110.00, as payment in full for services rendered to her on 11/22/2024, as a means of recognizing a breakdown in communication. 

   

  Regards,

  ***** *****
  Director of Revenue Cycle Management
  Spooner
  
  

   

   

   

  Customer Answer

  Date: 01/08/2025

  
  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.