Complaints

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

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Terrio Physical Therapy & Fitness has 13 locations, listed below.

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  Terrio Physical Therapy & Fitness

  3400 Calloway Dr STE 603 Bakersfield, CA 93312-2514

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  Terrio Physical Therapy & Fitness

  901 Tower Way Ste 101 Bakersfield, CA 93309-1585

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  Terrio Physical Therapy & Fitness

  815 Tucker Rd Ste C Tehachapi, CA 93561-2513

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  Terrio Physical Therapy & Fitness

  420 34th St Bakersfield, CA 93301-2237

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  Terrio Physical Therapy & Fitness

  8800 Stockdale Hwy Ste 150 Bakersfield, CA 93311-1012

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:12/12/2023

  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.

  My daughter had an appointment for a physical therapy evaluation on November 20, 2023. When I checked in at the front desk, they ran my insurance and told me I had $68 to pay to close out my insurance deductible and then at all following visits I would only be paying $7. On December 7, 2023, my daughter went for her second visit. They charged me another $68. I told them that couldn't be correct because of what I had been previously told at her last appointment. They said they had no record of that and couldn't verify it. When I talked to my insurance they said the business was incorrect and I wasn't anywhere near reaching my deductible and would in fact have to pay upwards of $120 for my second visit, which I only attended because I was told it would be $7.

  Business Response

  Date: 01/05/2024

  Good morning,

  My name is *********************** and I am the President or Terrio Physical Therapy-Fitness, Inc. We just received your letter dated December 27, 2023 regarding a complaint from *********************, and here is our official response to the matter.

  The patients mother (*********************) was given a copy of her benefits which she signed on 11/20/23.  At the time of this appointment the Notice of Insurance Benefits (NoIB) clearly stated the patient had a $3,000 deductible, with $2,148.51 remaining, and under "Additional Comments" the document clearly stated "patient will be responsible for up to $68 per visit until deductible is met in full" (this NoIB document has been attached for your review). 

  Our clinic ************ Coordinator stated the mom knew her benefits on 11/27/23 as she put in her notes: MOM WANTS TO INCREASE TREATMENT TO 2X WEEK DUE TO INSURANCE REASONS."  However, the child's therapist denied the mother's request for more treatment as it was not medically necessary, and increasing treatment would be more than the patient's plan of care called for.

  The patient's mother spoke with our clinic ************ Coordinator on 12/12/23, and was told she would need to pay $68 for her childs next scheduled appointment on 12/14/23, to which the Mom wanted to cancel due to insurance copay. The patient's mother called our ****************** and spoke with one of our Billing Representatives, and the notes of that conversation were documented as such:

  "Mom called and was very upset. Said she was told by Terrio she only had to pay $68 for one appointment towards her deductible, and then only a $7 co-pay for all future appointments. I verified the patient's deductible had not been met, but the mother wants her balance adjusted since in her opinion it was Terrio's mistake. I apologized, but advised the mom that we provide a copy of the patient's benefits at the time of their first appointment, and it is ultimately the patient's responsibility to know their benefits. The mom said she would be writing to the *** and leaving a bad review and reporting to the BBB."

  The patient's mom then posted the following ****** review online: "Was totally scammed here. They told me at my evaluation that I would pay the rest of my deductible at my first appointment and all following appointment would be $7. At our second appointment they wanted to charge me $68. They refuse to make a billing adjustment for THEIR error and tried to blame the error on my insurance company. My husband is a DPT and Director at another clinic in town, he will NOT be referring out to terrio kids any more."
  
  After seeing the complaint online, Terrio's Director of ************** Services sent the patient's mother a direct email, which stated:   
  

  "**** - I saw the ****** review that you left for our *****/TERRIOKids location and I have spoken to the ************ staff there as well as to the Billing staff that you spoke with yesterday.  I apologize if there was any miscommunication or misunderstanding regarding your insurance benefits.  The Notification of Insurance Benefits (NoIB) letter that you signed at the evaluation states the correct information of what is owed and expected from your insurance provider, i.e. over $850 still to be met on your deductible.  If there are any concerns regarding your insurance benefits I would recommend contacting your insurance provider.  If you would like a copy of the NoIB letter, please feel free to let me know and I can provide that for you."

  The patient's mother never responded to the above email, and the next notification we received was this BBB complaint.  Please let me know if you need any additional details or information.

• Initial Complaint

  Date:07/18/2023

  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.

  While attending a worker's compensation physical therapy appointment at Terrio Physical Therapy at the ******, California office, **** **** Street, on June 30, 2023, I was seen by Physical Therapist ******. I informed him where as I brought written report, the written report from the MRI doesn't match the MRI scan on CD done at Kern radiology as there's a growth mass golf ball size seen by Dr. ******** on the cd but the radiologist missed putting it on the written report. I handed him the cd as well, he responded well I don't have a way to look at your MRI on cd. I said well, if you're willing to return it, you can take it home to review, the mass is what's restricting my joint movement. He said and I quote,, "well if it's not in the report it doesn't exist!" I tried handing him the MRI on CD to which, he refused. He had me lay down, started moving my right shoulder, while he stretched me I told him to stop, he proceeded anyway, I screamed started crying. As I sat up to leave this physical therapist proceeded to yell over me, then in my face giving me medical then legal advice regarding my right shoulder mass which he refused to review on the cd and what his thoughts were on attorneys regarding my workers comp injury claim. I was floored! As I walked over to the scheduling hub, he followed me gaslighting me saying, don't be mad. I told him, I had requested that business, chose them a 2nd time. I'm not mad but shocked! The employees were silent, and wouldn't look me in the face. I do not feel this is a non-biased healthcare setting. Never been experienced this level of unprofessional biased care in a healthcare setting. I notified the scheduling clerk today about the incident to which she were present and how I didn't feel well enough to attend there. She stated she would notify her supervisor to which I told her our conversation was completely confidential and she were instructed not to relay any of my complaint to "******" known as "****."

  Business Response

  Date: 08/01/2023

  My name is *** ******** and I’m the CEO of TERRIO Therapy.  We received the notice below of a patient complaint made to the BBB, and I want to assure you we are addressing it asap.  Our HR Manager called the patient today and left her a voicemail.  We are hopeful the patient calls us back soon so that the patient can directly share the full details of her experience with us, and if any staff retraining needs to occur I assure you it will be done immediately.  We will also follow the patient’s request to not be treated by PT ****** Veiss moving forward, and therefore we will only schedule her to be treated by other therapists who work at our ****** clinic.  I would also like to relay to the patient that physical therapists are not trained nor qualified to read MRIs.  As such, physical therapists must rely 100% on what either the Doctor or Radiologist dictates as it relates to a patient’s MRI. Furthermore, it would be a HIPAA violation for any therapist to take a patient’s CD containing medical information home with them.  So on those two points the therapist acted within the California PT laws and regulations. We look forward to speaking directly with the patient on the other issues, and hope to have this matter resolved asap.  Thank you so much!

  *** ********

  Chief Executive Officer

  TERRIO Physical Therapy & Fitness, Inc.