Complaints

This profile includes complaints for Orthopedic Surgery & Sports Medicine's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Orthopedic Surgery & Sports Medicine

  850 W Ironwood Dr Ste 202 Coeur D Alene, ID 83814-4903

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  Orthopedic Surgery & Sports Medicine

  1160 E Polston Ave Ste B Post Falls, ID 83854-6045

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:09/11/2023

  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.

  Was having prolonged neck pain so decided to have some physical therapy and chose Opti Physical Therapy in post fall ***** and was very concerned about the out of pocket expense so I consulted with the office personnel to figure out if they accepted my insurance and they did and the cost out of pocket to me and they said since I had no copay for the visits that I would have to pay up front for the visits until my deductible was met then my insurance would pay a portion of there after and that the initial visit would cost $100 and every visit after that would cost $50 and they wanted to see me 2 times a week for 2 months and I told then I could not afford 2 visits a week and could only go 1 time a week they said that was fine on my 4th visit without warning the office said there billing ***** said I needed to start paying $80 a visit ? I told them that this would be my last visit and could not afford to pay the jump in cost and when I paid for the final visit they asked me if I wanted to pay the $80 amount or I would have a balance owing, I, disgruntled at this point said ok. 2 weeks later I receive a bill for $113.34 I called the number on the bill and said I was told up front by the office in ********** the exact charges of each visit and they did not add up on the bill and at this point I have paid $280 and it only shows I have paid $77.62 on the bill and does not match up with what I was told and the bill says the first visit cost was $276 and I said if I knew that was going to be the cost of the first visit i would have never agreed to the first visit and the personnel on the phone call said well I do have a balance now and there is another bill not sent out you for another $100 and the ********** office was wrong with the prices and that I had signed a agreement stating the payments were a deposit. I feel like I was baited verbally with what seemed like reasonable charges and then switched to be gouged ! I feel I was lied to and they should honor the verbal.

  Business Response

  Date: 09/20/2023

  This is unfortunate that ************** feels as though we pulled a bait and switch in regards to our physical therapy charges.  We take great care in preparing a Patient Responsibility / Benefit Verification sheet for each patient to assist them in understanding their financial liability.  Although I personally was not present when ************** checked in, I have provided copies of what was presented and signed by him.    ************** spoke to my ****** on 9/8/23 who put him in contact with a member of the physical therapy authorization team.  **** explained in great detail that we do not offer flat fees for patients with insurance.  ************** indicated at that time that he signed the documents in good faith, not expecting to get ripped off.  **** explained that after the insurance processes, the patient may be left with a balance.  The monies we try to collect along the way (copayments or deductible deposits), helps alleviate the patient getting a large bill at the end of their treatment, but in no way guarantees that there will not be a remainder balance.  We recommended in the future that ************** check his insurance benefits before receiving treatment, as we can't control what his policy dictates.  At this time,   ************** indicated that this has happened at several doctor's offices and he was going to cancel his insurance, but that he would post that we were rip off artists. ************** does owe a balance for services rendered that his insurance did not cover.

  Customer Answer

  Date: 10/03/2023

  I was in no way told that the amount I was paying after each visit was only a deposit. I thought I explained very diligently before excepting services I wanted to know what my insurance covered and what I was supposed to pay oop and **** had told me that I needed to pay after each visit so I would not have a balance and until my deductible was met since my insurance plan does not have a copay that the initial visit was $100 and $50 every visit after that, my scheduled visits were to be 2 times a week for about 2 months, and I said I could not do that many visits and what I could agree to is once a week, and on the 4th visit **** informed me that they were increasing my visit payments from $50 to $80 and I was a bit upset and said this would be my last visit **** said I could call there billing **** and ask them why it was increased, I said it dont matter this will be the last visit for me anyway, so after services and paying for the visit **** had asked me if I wanted to pay the $80 and said if I didnt that I would have a balance, still leading me to believe that what I was paying was all I would owe. And because I had some go arounds  with a couple other providers in the past I thought I was very clear with my questioning and my do diligence about finding the amount I would owe oop. The ******** I have been sent do not reflect the amount I paid and and the confusing discounts and what the insurance deductible Im sure meant to be confusing so you just pay it. And its not like I had  X-Rays, Anesthesia or had to have a Radiologist read anything. I have been to physical therapy and chiropractors before and have never been billed like this. I feel I was misled into signing something I should have read before signing by trusting what I was told and now I feel Im being overcharged because what I was led to believe, Im sure Im not the only one that this has happened to and I could have just paid it but from where Im standing I feel at the least misled and because I scaled down the visits I was charged more and when canceled going anymore then I was billed. Its sad that you cant trust what the providers are telling you or send you a bill that is on the level that reflects what youve paid. But is manipulated into confusing a person so you just pay it.