Business Profile

Health and Wellness

ATI Physical Therapy

Headquarters

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Complaints

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

Customer Complaints Summary

136 total complaints in the last 3 years.
37 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.

Initial Complaint
Date:05/13/2025
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.
*** has an extremely poor billing practice. At your initial intake, they offer to take your credit card number and keep it on file so that they can seamlessly charge your card after each visit. In fact, I even reminded them to charge me after every visit and to charge any previous unpaid balances. Once I was discharged, months later, they are trying to charge me for "unpaid co-pays". They are doing this regardless of the fact that I've been assured in person at the physical location that everything has been paid in full and I was up-to-date with all payments. This is the second time this has happened to me. This time I specifically asked the clerk at the counter to charge me after every visit, and every visit, he confirmed that he would charge me for that visit and advised me that I had a $0.00 balance for all other visits. Now they are trying to come back and tell me that I have 2 unpaid co-pays for 1/15/25 and 1/29/25. I know I paid these bills, because the clerk advised me that I had a $0.00 balance on multiple occasions.
Business Response
Date: 05/20/2025
Dear ************************ response is in reference to case #******** submitted on 5/13/25. A thorough review of your chart was conducted. Your concern was escalated to our Billing Team Supervisor team. It is our understanding that **** ******************** contacted you and found a resolution regarding your concerns. *** regrets the frustration that has occurred with this process and appreciates your patience.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct and we regret the frustration that occurred with this process. If you have any additional concerns or questions, we kindly ask that you contact our ****************************

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 05/20/2025

Better Business Bureau:

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

Sincerely,

***** ******
Initial Complaint
Date:05/09/2025
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.
My doctor prescribed massage back therapy. I called and asked if this was something they did. No PT just tissue massage. They said yes, I went and they tried treating me for PT which I was not ready for. I should have walked out but I went through the whole spill thinking they would at the end heat ice and massage. Never happened. They informed me on the phone thats what they could offer, sort tissue massage. All the ** did was make it worse. I then got a bill and contacted the billing department and was informed they would drop the bill. I talked to the billing department and explained what my doctors orders were for and they informed me they would drop the billing. I was told they would get back in touch with me, never heard back. Ive called multiple times and can never speak to billing MNGR. I called the office and informed them and they apologized and canceled any pending appointments. Im still receiving a bill for services not provided. I want them to cancel the bill before it goes to collections. Once again I feel like I was scammed. They clearly did not provide services that my doctor requested or my self requested . Very disappointing. Tried numerous times to get a hold of billing to no avail.
Business Response
Date: 05/19/2025
Dear ************************ response is in reference to case #******** submitted on 5/9/25. A thorough review of your chart was conducted including information provided by the treating clinician. The services provided and billing performed were in accordance with industry standards and the documentation supports the appropriateness of treatment in relation to your condition and the physician script. Physical therapy is used to address range of motion, flexibility,muscular or soft tissue dysfunction, strength, balance, gait, and functional deficits through a variety of treatment techniques. The treating physical therapist performed an evaluation to determine a plan of care. While they regret you did not agree with the plan of care created, they understand you have a choice of Physical Therapy provider, and they wish you best with your recovery.

Additionally, our ****************** confirmed that no offer of a write off was provided. *** has offered discounts which you have declined. *** will continue to offer this discount. Please call out Patient Advocate team to discuss.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct and we regret the frustration that occurred with this process.

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 05/19/2025

Complaint: 23310176

I am rejecting this response because:

Sincerely,

******* ******
Customer Answer
Date: 05/19/2025
Clearly I called before scheduling, I asked over and over if they would do massage therapy NOT PT. And they told me yes they have massage therapy. I did not receive massage therapy.
Business Response
Date: 05/27/2025
Dear ************************ response is in reference to case #******** updated on 5/19/25. We are unable to confirm the conversation you had with our scheduling agent, and we regret any miscommunication that occurred. As stated previously, the treating physical therapist performed an evaluation to determine a plan of care which included manual therapy. They understand you did not agree with the plan and that you have a choice of Physical Therapy provider. They wish you best with your recovery. *** has offered discounts which you have declined. *** will continue to offer this discount. Please call out Patient Advocate team to discuss.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct and we regret the frustration that occurred with this process.

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
Date:05/05/2025
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.
ATI Physical therapy is trying to double charge or charge me for services never used, my credit card company (*************** has already flagged this company as fraud) I called the phone service but they kept talking in circles and claimed to not have payment info or and info regarding my credit card dispute but kept demanding me to pay this fabricated bill. The charges in question would have been payed at the store as the medical co pay of 45 dollars ( the recurring amount claim) needs to be payed first before the will service you day of.
Business Response
Date: 05/12/2025
Dear ************************ response is in reference to case #******** submitted on 5/5/25. A thorough review of your chart was conducted. Your concern was escalated to our Billing Team Supervisor team and a representative from our ******************** emailed you on 5/6/25 with our findings and additional information. *** recognizes that a payment was made on 5/10/25 and the account is now closed. *** regrets the frustration that has occurred with this process and thank you for your patience.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct and we regret the frustration that occurred. Any additional questions or concerns can be directed to our ******************** via the email that you received.

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
Date:05/02/2025
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.
I was informed by *** before starting treatment that based on my insurance I would have no co-payments, one month into the treatment I received a bill for a co-payment which I was told in the beginning would not happen which is why I placed *** in the first place.
Business Response
Date: 05/12/2025
Dear ******************************* response is in reference to case #******** submitted on 5/2/25. A thorough review of your chart was conducted. Our review confirmed that you reviewed and signed our Notice of Financial Responsibility and our Consent to Treat that states you, Understand that *** assumes no liability for any benefit information that is misquoted by your insurance carrier. It is ultimately your responsibility to be aware of your insurance coverage, limitations, and terms and conditions of your policy. Benefits and verification are performed as a courtesy. Your concern was escalated to our Billing Team Supervisor team and a representative from our ******************** spoke with you on 5/6/25. During that conversation, *** offered a customer service discount which you declined. *** regrets the frustration that has occurred with this process and will continue to offer the discount.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct and we regret the frustration that occurred with this process. We kindly ask that you contact our ******************** to review options.

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 05/13/2025

Complaint: 23278649

I am rejecting this response because: I was misinformed about the copayment from *** (physical therapist). Please contact me so we can go over the billing.

Sincerely,

******** ******-spells
Business Response
Date: 05/19/2025
Dear ******************************* response is in reference to case #******** updated on 5/13/25. *** has spoken to you regarding your billing concerns and have offered a resolution which you declined. *** will continue to offer a discount. We kindly ask that you contact our ******************** to review options.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct and we regret the frustration that occurred with this process.

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
Date:04/26/2025
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.
I received a prescription for 10 physical therapy visits. I chose *** because they were 'in network' with United Health. After three visits, I asked *** how much this was going to cost me and they looked up on their iPad and told me $0 because this was 100% covered by insurance. I then scheduled the remaining 7 visits and after 2 more appointments, received a bill for $95. I paid this and then cancelled all other appointments. I then received another bill for $367.01. I was totally confused so called *** and explained the information I received from one of their employees. ******, the manager at the ************************************************************ office said that his employees are instructed never to tell patients what is covered by insurance and what is not covered. I feel like I have been lied to. I feel that this is not good business practice. I am willing to pay for 3 appointments ($285), but should not have to pay for the following 4 appointments ($380) , since I was told incorrect information. So far I have paid $95, I have an outstanding bill of $367.01 and am expecting another bill for 2/13/2025.
Business Response
Date: 05/06/2025
Dear *********************** response is in reference to case #******** submitted on 4/26/25. A thorough review of your chart was conducted. Your concern was escalated to our Billing Team Supervisor team. It is our understanding that **** ******************** attempted contact via the phone number on file and left a voicemail.They also provided a follow-up email that provided our findings and a potential resolution. *** regrets the frustration that has occurred with this process and appreciates your patience.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct and we regret the frustration that occurred with this process. If you have any additional concerns or questions, we kindly ask that you contact our **************************** The Patient Advocate team provided their contact information in the sent email.

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
Date:04/11/2025
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.
I was referred for P.T. by my ortho *** I was told on the phone by ***, that they had got the precertification and I was all set. On my first visit to ***, I ask what I would need to pay. I was told they had got the precertification, and everything was covered. I went for several visits, then they started collecting a ***** copayment. I was a little irritated that I had been misinformed on my initial visit but went ahead and paid the ***** copayment each visit. A couple weeks later I received a bill in the mail from *** for ******. I called to inquire about it and was told that I owe ******. I think their billing practices need to be investigated.
Business Response
Date: 04/14/2025
Dear *********************** response is in reference to case #******** submitted on 4/11/25. A thorough review of your chart was conducted. *** also received your complaint from the ***************************************************. *** already provided our findings and response to that department. It is our understanding that **** ******************** contacted you on 4/9/25 and 4/11/25 and provided our findings and a potential resolution. *** also recognizes that you initiated the payment plan option.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct and we regret the frustration that occurred with this process. If you have any additional concerns or questions, we kindly ask that you contact our **************************** The Patient Advocate contact information can be found in the sent email.

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
Date:03/29/2025
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.
My child had surgery last year which resulted in requiring **. The therapy provider was supposed to send medical documentation to my insurance company after 30 visits but failed to do so. They continued to allow us to attend without notifying us. They began sending $2500 bills because they didnt file the claims correctly. I have called them multiple times and the insurance company. They have continued to refuse to send the medical records so the claims can be processed. They are trying to make us pay out of pocket instead of filing the claims correctly.
Business Response
Date: 04/14/2025
Dear **************************** response is in reference to case #******** submitted on 3/30/25. A thorough review of your chart was conducted by our Billing Team Supervisor team. It is our understanding that **** ******************** contacted you and provided our findings and a resolution. *** regrets the frustration that has occurred with this process and appreciates your patience.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional concerns or questions, we kindly ask that you contact our ******************** via the contact information they provided in the email.

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 04/14/2025

Complaint: 23133324

I am rejecting this response because: I have not received anything from your facility. Please resend the email and I will review and respond accordingly.

Sincerely,

******** **********
Business Response
Date: 04/18/2025
Dear Ms.**********,

This response is in reference to case #******** updated on 4/15/25. Following review,it is our understanding that our ******************** contacted you and the concerns are now resolved. We appreciate your patience as we reviewed the concerns.

ATI Physical Therapy continues its commitment to honesty, integrity, and upholding the highest standards of professional conduct. If you have any additional concerns or questions, we kindly ask that you contact our ******************** via the contact information they provided in the email.

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 04/18/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The business has resolved the issue.

Sincerely,

******** **********
Initial Complaint
Date:03/23/2025
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.
I have been going here since June of 2024 at the time I had just had right shoulder surgery and need PT. I pretty much was going 2 times a week I had ************* and was allowed 30 visits my insurance **verage is from December 1st to November 30th. Easc year. By Middle of November I had exceeded my 30 visits. And had no more insurance so I was told I **uld pay out of pocket for visits on 11/12, 11/19 each at a **st to me for ****** on 12/3/24 I paid this to them ****** on my credit card. Then my new insurance Priority Health went into effect on 12/01/24 thru 11/30/25 and I had to start making ** payments of ***** per visit I have had a total of 6 visits 12/3/24, 12/10/24, 12/17/24, 12/31/24, 01/17/25, and 01/14/25 each time I paid my ***** ** pay. I have been trying since November to get a statement from this **mpany that shows the **rrect amounts I have paid and still have not received it On Saturday I received a statement from them with still in**rrectly dollar amounts and they have the audacity to state that I owe them ***** if anything I have paperwork showing that they received more money then is on the statement from HAP and they should be reimbursing me or the insurance **mpany for overpayment. I have been working with ********* ********** since December to get this resolved to no avail. Please help me get this situation satisfied.
Business Response
Date: 04/08/2025
Dear Ms. ******************* response is in reference to case #******** submitted on 3/23/25. A thorough review of your chart was conducted. Your concern was escalated to our Billing Team Supervisor team. It is our understanding that **** ******************** contacted you provided our findings and a potential resolution. *** regrets the frustration that has occurred with this process and appreciates your patience.
ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional concerns or questions, we kindly ask that you call our *************************** at 855-MY-ATIPT *************).

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 04/11/2025

Better Business Bureau:

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

Sincerely,

****** ******
Initial Complaint
Date:03/04/2025
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.
I made payment to *** for $1588.96 on February 20, 2025. I was provided a receipt for this amount with no explanation for what services were billed. I received a bill for $1219.03 which itemizes what the payment is for. Since there was a discrepancy between the payment I made and the bill I received, I requested an itemized bill breaking down the payment of $1588.95. I was told they were not able to do this. I would either like to be refunded or provided with an itemized billing statement for the amount I paid if $1588.95. I had spent over an hour on two different occasions with their billing department trying to resolve this issue with zero results.
Business Response
Date: 03/19/2025
Dear Mr. ********************** response is in reference to case #******** submitted on 3/4/25. A thorough review of your chart was conducted. Your concern was escalated to our Billing Team Supervisor team. It is our understanding that **** ******************** emailed you and provided our findings. We kindly request continued communication through that team to manage your concerns. *** regrets the frustration that has occurred with this process.
ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional concerns or questions, we kindly ask that you call our *************************** at 855-MY-ATIPT *************).

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 03/22/2025

Better Business Bureau:

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

Sincerely,

***** *********
Initial Complaint
Date:03/01/2025
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.
I was referred by my doctor to *** clinic in ******, ** (Oltorf) for knee pain I was trying to resolve. On my first visit to ***, I first and foremost asked what this is going to cost me and explained that going to in-person physical therapy is a "nice to have," but if this is going to cost me anything out of pocket, I will opt to do an at-home program instead. They ran my numbers with my insurance and shared that they are fully in-network, and my insurance would cover this 100%. They said there is a $0 copay, and I have full coverage for up to 35 appointments. I again confirmed "so just confirming this is going to be completely free of cost for me" to which they assured me "yes it is free for 35 sessions." What they failed to tell me is that since I haven't met my deductible, there is a portion of each appointment that insurance would not cover. I started these appointments on January *************************************** the mail until mid-February WITH A DUE DATE OF FEBRUARY 2nd. How are they going to send me my first bill AFTER the due date? Still to this day (March 1) I have only received 1 bill in the mail, but turns out I now have a balance of $1,500+. No calls, no emails, no heads up at the clinic about these charges. I trusted them and feel completely conned. When I was on the phone with the *** customer advocacy team, they mentioned that this first bill was generated late January... so why did I not get it until mid-******************** deceived me into something I would not have done and is now referencing some convenient clause in a "Financial Acknowledgement Form" I NEVER SIGNED that apparently states they are not responsible for giving inaccurate quotes. If they weren't sure about my cost, why did they not tell me I need to confirm this with my insurance instead of assuring me "yes it is free"? In *****, a verbal agreement is binding, and I was entirely misled. My insurance *** agrees they should have disclosed this, and I need to fight this.
Business Response
Date: 03/19/2025
Dear Ms. ****************** response is in reference to case #******** submitted on 3/1/25. A thorough review of your chart was conducted. Your concern was escalated to our Billing Team Supervisor team. It is our understanding that **** ******************** contacted you provided our findings and a potential resolution regarding your concerns. We kindly request continued communication through that team to manage your concerns. *** regrets the frustration that has occurred with this process and appreciates your patience as we addressed the concerns.
ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional concerns or questions, we kindly ask that you call our *************************** at 855-MY-ATIPT *************).

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 03/20/2025
Complaint: 23008411

I am rejecting this response because:
I received a phone call from a woman on ***'s compliance team that called me on Friday, March 7 in regards to this complaint (screenshot attached). She told me that she would call me back later that day or the following Monday after surfacing my discount request with the director of compliance. I still have not heard back, and I have made at least 5 attempts to call that number back that she called me on, but I end up waiting endlessly until being sent to voicemail. I have left at least 3 voicemails and not heard back on any of them.
I requested a significant discount and will not resolve this case until I am provided with confirmation that my bill has been reduced and next steps are providing for settling. I refuse to be passed around by the phone number provided in ***** response, which quite frankly, does not lead to his desk. Please call me at **************, so we can resolve this and settle the reduced bill.
The compliance woman on the phone mentioned that some clinics share what people will actually owe, knowing that their deductible hasn't been hit, but that isn't a practice at my location. Why would that not be a practice everywhere? And why would *** not let me know that I need to confirm the "quote" they gave me? I asked multiple times if this would be "FREE" and "will cost me $0 all said and done" to which they verbally said "yes, this is free for 35 sessions." This was after I told them I would not proceed if this wasn't completely covered. I would not have done this, had I not been completely misled. This is why I trusted the business to CONFIRM this with me. If this wasn't something they could confirm, then they could've told me to call my insurance to confirm, which I would have been happy to do. The reason I asked verbally was because I figured if there was any question, they would have told me to check. The definition of "confirm" is "establish the truth or correctness of (something previously believed, suspected, or feared to be the case)."
These employees need to be trained on their verbiage because I was told something completely false, and in *****, our law recognizes verbal contracts as legally binding, meaning they can be enforced in court.
Please get back to me **** about my request for a significant reduction in cost. I'm tired of calling back endlessly with no response or follow up.

Sincerely,

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

Business Response
Date: 03/21/2025
Dear Ms. ****************** response is in reference to case #******** updated on 3/20/25.Our records indicate that *** provided you with a Financial Responsibility Document at the start of care that reviewed your unmet deductible and states, At a minimum, we will collect $0.00 at each visit as a downpayment toward any future potential responsibility. This is not your final bill; you will receive a statement once insurance processes your claim(s). Our Concierge Specialist called on 3/19/25 to discuss your concerns and offered a discount on the bill which you declined. *** will utilize your feedback to improve our services, and we regret the frustration that occurred. *** will continue to offer the same discount if you chose to accept. Additionally, in many cases, *** can also offer an interest-free payment plan. Patients may set up a payment plan online at ************************************************
ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional concerns or questions, we kindly ask that you call our *************************** at 855-MY-ATIPT *************).

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 03/21/2025

Complaint: 23008411

I am rejecting this response because:
You saying "Our Concierge Specialist called on 3/19/25 to discuss your concerns and offered a discount on the bill which you declined" is not true.
That is simply false. I have not received a call on 3/19 from anyone at ***. Looking at my phone right now, and I received zero phone calls that day. In fact, I have no idea what this offered discount even is? Could you please have Concierge Specialist give me an actual call? Or could you tell me right now what that discount offer is? I did not decline any offer.. Again, just very shady behavior even right now saying something happened that straight up didn't happen.
I understand you give documentation basically claiming you're not responsible for any fake quotes you give people, but I asked your employee to confirm that I would owe nothing, and they confirmed that with me verbally. If that wasn't the case, I wouldn't even have a bill because I would have not used these services. Again, they should have told me to check if they weren't sure instead of telling me something they didn't know to be true. Better training needs to be implemented. I have never felt so scammed in my entire life.
I don't want to continue sharing this experience on other platforms. Since your concierge has not called me since March 7th, maybe you should give me a call because that was a complete lie.

Sincerely,

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

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ATI Physical Therapy is NOT a BBB Accredited Business.