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Business Profile

Physical Therapist

Ashwood Physical Therapy

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Physical Therapist.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:03/28/2023

    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.
    On 3/21/24, I called Ashwood Physical Therapy at 730 am and left a detailed message that I was experiencing pain with an inability to move my neck and would not be able to drive to my appointment at 11. This was the 2nd episode in 3 days and I would be caring for myself at home. I treated it with rest, a heating pad, pain medication, Tylenol, and a muscle relaxant. They did not return my call, nor offer me additional care, and seem only interested in mailing their bill the following day without discussing the matter with me. When I called on 3/27/23, and spoke with the billing manager to remove a $75 cancellation fee from my account, she stubbornly refused resolution, claiming that I should've driven in pain without the ability to move my neck to meet my appointment and that the PT assistant assigned me would have provided treatment, though she is not even qualified to perform muscle manipulation and simply applies a handheld massager after I physically do the stretches I was unable to do at that time. I further experienced numbness in my right hand on the following Thursday and after having a CT scan at the ER, they confirmed narrowing on the nerves from 3 degenerative discs - a condition that has worsened over the years. I'm consulting a spine specialist and cancelled all PT appointments. Without providing services, a PT facility should not profit from my pain! They explained there were exceptions to their 24 hour cancellation policy, when I expressed concerns due to my heart condition that causes arrhythmias and I might have to call the same day to cancel. The episode with my neck was a reasonable cancellation and I called as soon as I found I was unable to attend. The office's knowledge that I had 3 episodes within 5 days concerning my neck, should've been enough motivation to resolve the issue by removing their cancellation fee which threatens a $15 additional charge if not paid within 30 days and each month thereafter. I'm seeking help to resolve this matter.

    Business Response

    Date: 04/03/2023

    We apologize that this issue escalated to this level but our office (as well as ALL medical offices) have a cancellation policy in place. Our front office discloses our cancellation policy with each and every patient upon their first visit. All of our patients sign and acknowledge this cancellation policy stating a fee will be assessed if given less then 24 hours notice. This policy is in place to deter patients from “no-showing” or cancelling last minute which leaves gaps in our schedule that could have been given to other patients. There are also signs in the front lobby that state “Please give our office 24 hrs notice of cancelling visits or there will be a cancellation fee”. Our front office also gives each patient a verbal warning of said fee upon their first violation of the cancellation policy to make sure they understand our policy.  This warning was given to this individual and upon the 2 nd late cancellation, a fee applied. Apparently this patient did not feel the fee was appropriate after acknowledging and signing our cancellation policy and after verbal warning. We understand issues arise less than 24hrs but after multiple violations a fee was assessed. With that being said our office takes pride in making all our customers happy and in order to do so we will write off this Cancellation Fee in order to de-escalate this current issue.

    Customer Answer

    Date: 04/03/2023





    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 19862516, and find that this resolution is satisfactory to me.




    Regards,



    R****** ****








































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