Complaints

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

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  ATI Physical Therapy

  790 Remington Blvd Bolingbrook, IL 60440-4909

• 

  ATI Physical Therapy

  7060 N Durango Dr STE 130 Las Vegas, NV 89149-4605

• 

  ATI Physical Therapy

  3155 W Craig Rd STE 140 North Las Vegas, NV 89032-0783

• 

  ATI Physical Therapy

  2032 New Castle Ave New Castle, DE 19720-7703

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  ATI Physical Therapy

  914 Justison St Wilmington, DE 19801-5150

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:05/03/2023

  Type:Product 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.

  In February ******* I scheduled my first visit with ATI in ********* ********. As I had in my schedule eleven (11) visits total. And my last appointment that I was there for my evaluation was in March ******* the person at the front desk (****) told me that I have to pay $10 fee for each visit. As I explained that I have already reached out my deductible and my yearly out of pocket. She said no, you still have to pay and we will refund you those fees. But that never happened. Im over two months since my last visit and Ive been calling them and left a voicemail as well as emails. The people that answered the phone were telling me that they will process my refund (this was 3 weeks ago) but I never received any money back from them. The last person I e spoke to was ****** and basically she told me to contact my bank and she cant give me any information. I wanted to make sure that they have my card number and if I can get any proof that they actually made the deposit into my account. But she refused to give me any information. On top of that the front desk person (****) said that they will change me $120-$130 per visit. But actually they changed me from $300-700 per visits. I also found that they used the same code for billing but different amount. When I called them asking for explanation they told me that I was doing different exercises. But I havent. I was doing the same exact thing every visit. Last thing they added 10 more visits even though I said I dont want any visits anymore. Especially after they were serving a multiple people at the same time. Yet Im the one paying hundreds for each visit. At this point I just want my money back. I believe its $90 for 9 visits. *** never received any final statement with details but I asked for it a multiple times. Please step in and help me getting my money back. Ill appreciate any help.

  Business Response

  Date: 05/09/2023

  Dear ******************,
  
  This response is in reference to case #******** sent on 5/3/23/23. 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 diagnosis. ATI has contractual obligations with the insurance carrier responsible for payment of services, and fees are established by this agreement. The patient responsibility in the form of a deductible, co-pay, and/or co-insurance are based off the allowable amount that the insurance pays for services and not the billed amount. The cost you quoted in the complaint is the billed amount and not the allowable amount. Your Explanation of Benefits (EOB) from the insurance company will detail the allowable amount for the services provided. Finally,the refund was applied to the credit card used for payments. ATI regrets the delay in processing. A separate letter was recently mailed on 5/5/23 to the address on file that also provides this information.  
  
  ATI Physical Therapy continues its commitment to honesty, integrity, and upholding the highest standards of professional conduct. If you should have any further questions, please contact our *************************** at 855-MY-ATIPT *************) to discuss. 

  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy 

• Initial Complaint

  Date:05/02/2023

  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 paid a co-pay 30/3 total of *****. I had meet my out of pocket expense but ATI hadnt received that information when I began my PT treatment. I informed them I didnt owe a ***** co-pay but ATI told me I would get my ***** back. I wouldnt be able to start my Physical Therapy if I didnt pay. Then I was told I would receive my money after my treatment was finished which was Oct. 2022. Then I was told reimbursement on the way. I havent received a refund as of today 5/2/2023. I have made phone calls to ATI in Belmont 3 times, talked to corporate office 3 times. Sent 2 e-mails. I received an e-mail stating ***** would be refunded to my Credit Card and a check for ***** was in mail. I havent received a refunded.

  Business Response

  Date: 05/05/2023

  Dear ******************,
  
  This response is in reference to case # ******** sent on 5/2/23.A thorough review of your account was performed. Our records indicate that you made $90 in total payments on the account. Your insurance required a $30 payment for the 7/25/22 date of service. The remaining $60 were refunded on your card on 1/27/23.
  
  ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns, please contact our Patient Advocate Team at 855-MY-ATIPT, option 2.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 20006716
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/01/2023

  Type:Order 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 case ID with ATI is ******** At my first visit on 12-8-22. I was shown electronic information to sign stating that my total out of pocket cost would be $10 per visit. I did not receive a copy of the forms that I signed electronically. The employee did not say anything about having to pay my whole deductible. They suggested I start with 15 appointments, which I expected to pay $150 for. I signed up for automatic payments and did not expect to receive any other bill. After going to 13 appointments I saw that I had a bill from ATI charging me for the full amount after the insurance-based adjustment. It was charged to me based on my unmet deductible. That amount came to approximately ten times what I was told I would be paying. I feel that I was misled into making multiple appointments that I would not have made if they had been honest about how much it would cost. I think they cheated me into spending extra money on their services by being deceitful about my out of pocket costs. I do not think I should have to pay the $1,570.34 bill that they sent me because they were dishonest with me.

  Business Response

  Date: 05/05/2023

  Dear **********************,
  
  This response is in reference to case # ******** sent on 5/1/23.A review of your account was performed. The signed Consent to Treat and Notice of Financial Responsibility state, It is ultimately your responsibility to be aware of your insurance coverage, limitations, and terms and conditions of your policy. Also, the form states, You will receive a billing statement for the different between the payment made upfront and the amount your insurance allows for each visit. The Notice of Financial Responsibility does review your unmet deductible.
  
  Our records also indicate that an email from our Patient Advocate team was sent on 3/23/23 which apologized for the communication regarding insurance. At that time, ATI offered a 15% discount off the current balance if paid in full. If that is not an option, in many cases, ATI can offer an interest-free payment plan. Patients may set up a payment plan online at ATIpt.com/paymybill or by calling the *************************** at 855-MY-ATIPT *************).  
  
  ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. Please contact our Patient Advocate Team at 855-MY-ATIPT,option 2 to discuss the options listed in this response.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

  Customer Answer

  Date: 05/06/2023

   
  Complaint: 20002750
  
  I am rejecting this response because:

  I guess you win because your form has all the correct legal wording. But I still think its deceitful for the employee to highlight that I will only have to pay $10 per visit and not mention at all that there might be other charges applied to the deductible. I took her word and believed what she said. 
  

  I think your business model is designed to deliberately trick people to incur enormous charges by giving them false information and then delay billing until its too late for the patient to realize what is happening before they have gone to several weeks worth of appointments. If she had been honest up front, I would NOT have made more than 2 or 3 appointments.
  

  Telling people to call your customer service phone number for help is ludicrous. I have never gotten through to a person without waiting longer than 20 minutes, and that person is never able to give me any help. They always tell me a supervisor will call me back but no supervisor EVER called back. When I emailed, it took several weeks to get a reply.

  My next step is to ask for a detailed itemized statement so I can make sure I am not being mistakenly billed for services I did not receive. The only billing statements I have received are worded very vaguely and I cannot tell why some appointments have more charges than others.

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/15/2023

  Dear **********************,
  
  This response is in reference to case # ******** updated on 5/6/23. Per your request, an Itemized **** was emailed to the email address listed on your account on 5/13/23. As a reminder, our records also indicate that an email from our Patient Advocate team was sent on 3/23/23 which apologized for the communication regarding insurance. At that time, ATI offered a 15% discount off the current balance if paid in full. If that is not an option, in many cases, ATI can offer an interest-free payment plan. Patients may set up a payment plan online at ATIpt.com/paymybill or by calling the *************************** at 855-MY-ATIPT *************).  
  
  ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. Please contact our Patient Advocate Team at 855-MY-ATIPT,option 2 to discuss the options listed in this response.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

  Customer Answer

  Date: 05/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory, but the best that I am going to get. I have paid ATI the amount of the charges, less the 15% discount they offer for paying in full. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/26/2023

  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.

  ATI physical therapy has billing issues that they refuse to address. I had automatic payments for my co-pays and they stopped recording the payments on my invoices despite the money being withdrawn from my bank. 18 months after my last appointment and payment I received an invoice for $200 for appointments that were already paid. I contacted customer service and was not able to have them resolve this issue.

  Business Response

  Date: 05/05/2023

  Dear ******************,
  
  This response is in reference to case # ******** sent on 4/26/23/23. Our records indicate that 52 visits were attended between 4/14/21 and 11/30/21 and your insurance requires a $20/visit co-pay which would result in total responsibility of $1040. ATI received $480 in total payments and the remaining patient responsibility should be $560. After a review of the account,it was determined that multiple dates of service were not adjudicated by your insurance. ATI is only requesting payment on the dates of service that your insurance processed which resulted in a remaining balance of $200. *** started mailing statements on 1/3/22 and has since mailed 17 statements without payment on the account.
  
  In many cases, ATI can offer an interest-free payment plan.Patients may set up a payment plan online at ATIpt.com/paymybill or by calling the *************************** at 855-MY-ATIPT *************).  
  ATI offers financial hardship discounts for services rendered when patients have the ability to demonstrate the needto meet their financial obligations to ATI. To learn more about our financial assistance offering and understand whether you are eligible for a financial hardship discount please contact our ******************************* at ************** or **************************** 
  
  ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns, please contact our Patient Advocate Team at 855-MY-ATIPT, option 2.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

• Initial Complaint

  Date:04/10/2023

  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.

  Case Number ******** First Visit - 3/27/23 Paid so far - ****** I was recommended to PT by my doctor for a lingering shoulder injury. ATIPT called me and asked if I wanted to schedule an appointment. I asked if it was covered by insurance. They had my insurance information on file, they said, yes, it was covered by insurance. I went to my first visit, they asked for a copy of my insurance card. I didn't have it on my, but I brought it on my second visit. They didn't charge me a co-pay and didn't mention anything about payment on my first 3 visits. On my 4th visit, as I was leaving, they had a form they asked me to sign that says insurance was only covering 80% and pay a co-pay. They said I would get an invoice in the mail, and they could not tell me ahead of time how much my visits cost. I felt right then that something felt wrong. I received my first invoice a few days later. They charged me $530.03 for my first one hour visit. My portion is $******, closer to 30% than 20%. I paid it, and online I can see that my next visit out of pocket will be about $130. My complaint is that they didn't tell me I had to pay anything, then hit me with the invoice information on my 4th visit. Besides the fact, $530 is just a total ripoff for the hour of PT, I feel like they make most of their money running a scam of not telling people how much they will be charged for their visits. I immediately called and canceled my upcoming appointments. They told me again that they cannot tell me what the bills will be, just that they have billing codes that they submit to corporate, and that's what the invoices are created from.

  Business Response

  Date: 04/17/2023

  Dear ************,
  
  This response is in reference to case # ******** sent on 4/11/23.A review of your account was performed. ATI has contractual obligations with the insurance carrier responsible for payment of services, and fees are established by this agreement. The patient responsibility in the form of a deductible, co-pay, and/or co-insurance are based off the allowable amount that the insurance pays for services and not the billed amount. The cost you quoted in the complaint is the billed amount and not the allowable amount.Your Explanation of Benefits (EOB) from the insurance company will detail the allowable amount for the services provided.
  
  Additionally, the signed Consent to Treat and Notice of Financial Responsibility state, 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. Also, the form states, We will not know your full co-insurance amount until your insurance beings to pay on your claims; therefore, you will receive a billing statement for the difference between any payments made upfront and the actual amount due.
  
  ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns, please contact our Patient Advocate Team at 855-MY-ATIPT, option 2.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19919479
  
  I am rejecting this response because: The team at ATI clearly are not telling people the fees upfront and not asking for any money until after a few visits know that if they did, people would just walk away.  Sure, I'm responsible for the fees, and I'll pay them, but I will never use or recommend ATI to anyone.  It's a scam.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/27/2023

  Dear ************,
  
  This response is in reference to case # ******** updated on 4/25/23. ATI performs courtesy verification of insurance benefits and reviews the estimated cost with the patient through our Notice of Financial Responsibility. In many cases, the insurance company must process and adjudicate a claim before the full cost of treatment is known. We appreciate your comments as it is the goal of the organization to continually improve and provide quality care in a friendly and encouraging environment.  ATI will continue to utilize this feedback to improve our services and communication with our patients.
  
  ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns, please contact our Patient Advocate Team at 855-MY-ATIPT, option 2.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19919479
  
  I am rejecting this response because: "ATI performs courtesy verification of insurance benefits and reviews the estimated cost with the patient through our Notice of Financial Responsibility." DID NOT HAPPEN until the 3rd or 4th visit.  After the review, I quit going....
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/05/2023

  Dear ************,
  
  This response is in reference to case # ******** updated on 5/2/23. As stated in our first response, your signed Consent to Treat and Notice of Financial Responsibility states, It is ultimately your responsibility to be aware of your insurance coverage, limitations, and terms and conditions of your policy. The courtesy verification is not a guarantee that a benefit check will occur by the first visit as a delay could occur for a variety of reasons.
  
  ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns, please contact our Patient Advocate Team at 855-MY-ATIPT, option 2.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 19919479
  
  I am rejecting this response because:  I didn't sign the letter until my 3rd visit....at the end of the visit nonetheless.  I already paid you crooks.  I'll never accept your response.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/11/2023

  Dear ************,
  
  This response is in reference to case # ******** updated on 5/8/23. ATI Physical Therapy regrets that we could not agree on a satisfactory solution in this case. Any additional questions or concerns should be directed to our Patient Advocate Team at 855-MY-ATIPT,option 2.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

• Initial Complaint

  Date:03/19/2023

  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.

  This is in regards to former complaint #******** I stated the issue was resolved based on ***'s written communication that the account was paid in full and a credit was approved, but I still not have received our credit of $52.64. Instead we received another bill dated 3-15-2023 for $141.96

  Business Response

  Date: 03/24/2023

  Dear **********************,
  
  This response is in reference to case # ******** updated on 3/20/23. ATI regrets the delay in the refund and confirmed that the refund has been processed. The check will be mailed out the week of 3/27/23 via Priority Mail. Additionally, the statement for $141.96 is not related to your account from 2020 but is related to a different account created in June 2022. A review of this account was performed. The billing and patient balance on the account are accurate.
  
  ATI Physical Therapy regrets the frustration that occurred with this process and continues its commitment to honesty, integrity,and upholding the highest standards of professional conduct. If you have any additional questions or concerns, please contact our Patient Advocate Team at 855-MY-ATIPT, option 2.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19621618
  
  I am rejecting this response because: This is the message I was previously sent from the company in February 2023

  
  Dear **********************,
  
  This response is in reference to case # ******** sent on 2/18/23. A review of the account was performed. Our records indicate that a review of the account was performed by our billing team on 2/13/23. An excess patient credit was found on the account in the amount of $52.64. There is no additional patient responsibility on the account, the credit refund was approved, and the refund will be sent to the address on file.
  
  ATI Physical Therapy regrets the frustration that occurred with this process and continues its commitment to honesty, integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns, please contact our Patient Advocate Team at 855-MY-ATIPT, option 2.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy
  
  

   

  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/16/2023

  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 was recommended by my health insurance company to go to ati before having back surgery. I did several sessions at ATI in ********* location ******************************* *******. *********, ** *****. They gave me a heat pack for the first 10 min then several exercises which made my back hurt even more and then put on a bike for several hours. I finally quit their service and went to a different Physical therapist, within 1 session my relief was palpable. ATI failed to recognize how much pain I was in and therefore did not act accordingly.

  Business Response

  Date: 03/24/2023

  Dear ****************,
  
  This response is in reference to case # ******** sent on 3/17/23.A thorough review of the case was carried out.  Our records indicate that your insurance required a $50 copay per visit for treatment provided. A review of the documentation supports the appropriateness of treatment in relation to your condition and the diagnosis.  Physical therapy is used to address range of motion, flexibility, muscular or soft tissue dysfunction, strength, balance, gait, and functional deficits. However, there are times where additional testing or treatment may be required. As a courtesy, ATI will provide a customer service discount and refund the $50 for the last treatment provided.
  
  ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns, please contact our Patient Advocate Team at 855-MY-ATIPT, option 2.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

• Initial Complaint

  Date:02/28/2023

  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.

  Beware - ATI has very unethical billing practices. I received services from December 2022 through January 2023 (6 weeks). I was told I only had a $10 co-pay for each visit. ATI never billed my insurance company until after I was done with 6 weeks of therapy. I then received over $700 worth of bills (they received $240-$340 dollars per visit from insurance but were holding me accountable for deductibles that were not met). This resulted in a charge to me of $131 per visit (on top of what they were getting from insurance) to have me ride a bike and do balance exercises that I could have done at home. The fact that they didn't bill my insurance until after my visits did not allow me to see an explanation of benefits (showing me the cost I was going to get charged). I called my insurance who told me they could not give me an estimate until they were billed. I obliviously would have stopped going knowing what the charges were going to be. It was totally not worth it and the therapy was useless for my issues. On top of that - ATI is lying on the webpage about their ****** reviews - or manipulating them (stating 4.9 stars out of 5). If you look up any yelp reviews - all of them complain about the billing practices. ATI should stop robbing customers. They should accept insurance payments and write off deductibles like most doctors. The billing practices are clearly unethical by not being up front about charges and when they actually bill your insurance, so you are blind to possible charges until it is too late to do anything about it.

  Business Response

  Date: 03/08/2023

  Dear ******************,
  
  This response is in reference to case # ******** sent on 2/28/23.A thorough review of your account was performed. ATI appropriately submitted claims for services rendered. Claims were processed by BCBS in accordance with in-network plan policies that were elected when the insurance plan was chosen. As a contracted provider for your insurer, we are obligated to bill for all services provided including the patient financial responsibility in the form of deductible, copay, and co-insurance. We maintain that the services provided were appropriately billed and in accordance with industry standards and payor requirements. ATI can only provide cost estimates for treatment at the start of care. Your insurance company must process and adjudicate a claim before the full cost of treatment is known and this is stated on the signed Notice of Financial Responsibility provided on the first date of treatment.  
  
  ATI regrets the delay in claims processing as ATI temporarily held all Michigan BCBS claims to address an issue with an insurer. Because of this ATI will offer a 10% customer service discount on the remaining patient responsibility.
  
  ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns, please contact our Patient Advocate Team at 855-MY-ATIPT, option 2.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19512315
  
  I am rejecting this response because:

  I am not satisfied with ATIs response.  They basically admitted to delaying billing so I would see the cost until it was too late and only offered a 10% discount.  I get a 15% discount if I just pay the bill in full.  That 10% discount is a joke!  They also didnt address that they manipulate their ****** ratings.  I definitely do not accept their response or resolution so do not print that please.

  Sincerely,
  
  *************************

  Business Response

  Date: 03/24/2023

  Dear ******************,
  
  This response is in reference to case # ******** updated on 3/17/23. ATI denies delaying billing to keep our patients from understanding their true cost of treatment. Claim processing may be delayed for a variety of reasons. As stated in the previous response, ATI provided the Notice of Financial Responsibility which outlines the financial obligations your insurance requires upon the election of your benefits. *** offered a discount as a courtesy and now considers the matter closed.
  
  Additionally, ATI denies ****** rating manipulation. Reviews are managed by the respective company such as ******, Yelp, or the BBB.
  
  ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns, please contact our Patient Advocate Team at 855-MY-ATIPT, option 2.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19512315
  
  I am rejecting this response because: they admitted they waited to bill my insurance - which prevented me from understanding what my costs would be until treatment was done.  That is unethical billing practices.  They also didnt address that they are manipulating their ****** ratings.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/21/2023

  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.

  I had appointments from three different doctors for physical therapy at ATI in ********** *******. I was misdiagnosed by two ************* had hip surgery March 3 2022. They were setting up a new situation where the Plainfield location was supposed to collect payments at the time of appointment, which they sometimes failed to do. They said I owed $175.00 from the first *** I paid this even though there was some doubt about the number of appointments missing payment. From the second ** They said I owed ***** which I also paid. After this, I myself, made sure I paid every time and have the receipts to prove it. Now they are saying I owe ******. 35 from each *** They have turned me over to a collection agency. I do not owe them a dime and have receipts and *********** and att payments to prove it. Please help stop them from continually harassing me. I have a 826 credit rating. I pay my bills when I owe them but refuse to be intimidated into paying what I do not owe by their shoddy financial record keeping. Please help

  Business Response

  Date: 02/27/2023

  Dear **************,
  
  This response is in reference to case # ******** sent on 2/21/23.A review of your accounts was performed. The first account, ********, was created for thirteen dates of service between 9/30/21 through 11/11/21. Your insurance required a $35 co-pay per visit. This account shows $455 in total payments and this account is closed as no additional payments are required. The second account, ********, was created for four dates of service between 12/6/21 through 12/15/21. Your insurance required a $35 copay per visit. This account shows $70 in total payments. Two dates of service did not have payments and thus the remaining patient responsibility remains $70 on this account. The third account, ********, was created for 25 visits between 3/8/22 through 6/14/22. The insurance required a $35 co-pay per visit. This account shows $840 in total payments. One date of service did not have a payment resulting in a $35 patient responsibility.
  
  The number of visits between the three accounts is 42 visits which would result in an expected total of $1470. Currently, our records indicate that your total payments between the three accounts equal $1365. ATI will reconsider the patient responsibility on the accounts if evidence shows the three missing payments were made.
  
  ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns, please contact our Patient Advocate Team at 855-MY-ATIPT, option 2.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 19439906
  
  I am rejecting this response because: I have 264 pages of proof that these accounts have all been paid.  Receipts from ATI, payments from my accounts and three spreadsheets that detail every transaction.  Their financial accounting practices are extremly flawed and in some cases blatantly illegal.  

  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/08/2023

  Dear **************,
  
  This response is in reference to case # ******** updated on 2/27/23. A second review of your accounts was performed. As stated in the previous response, our records indicate that three payments are missing from ****** visits attended between the three accounts. Additionally, the previous response states that we will reconsider the patient responsibility on the accounts if evidence shows the three missing payments were made. At this time,we have not received any supporting documents through our Patient Advocate team or through the BBB Portal.
  
  ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns, please contact our Patient Advocate Team at 855-MY-ATIPT, option 2.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

  Customer Answer

  Date: 03/12/2023

   
  Complaint: 19439906
  
  I am rejecting this response because: It is not correct.  I have asked how and where I can send my supporting evidence but have not received any satisfactory reply.  It is a very large file.  I will try to send it from the computer it is stored on.  
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19439906
  
  I am rejecting this response because: please see attachment as proof of payments made. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/24/2023

  Dear **************,
  
  This response is in reference to case #********. A review of the payments and notes that were provided was performed. Following a review of the records, three payments from the 42 attended visits remain missing.  ATI regrets the frustration this process has caused and have removed all remaining patient responsibility from your accounts as a customer service courtesy.
  
  ******************** continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns, please contact our Patient Advocate Team at 855-MY-ATIPT, option 2.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19439906
  
  I am rejecting this response because: I do not owe them anything as I have proved.   Where they erroneously put my payments, I have no idea.   If they were an honest upfront company they would admit they made mistakes.  I have receipts or payment proof for every session.  Never again!
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/17/2023

  Type:Sales and Advertising 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 contact call with ATI in August 2022 regarding charges above and beyond reasonable per BCBS and each charge was very different even though therapy and provider had not changed. Claims were sent back, to be reviewed again and final payment was made in September 2022. Received another bill February 17, 2023 for random charges from June 27, 2022 through July 27, 2022 for total bill of $141.96. Patient paid portion of bill is also incorrect.

  Business Response

  Date: 02/24/2023

  Dear **********************,
  
  This response is in reference to case # ******** sent on 2/18/23.A review of the account was performed. Our records indicate that a review of the account was performed by our billing team on 2/13/23. An excess patient credit was found on the account in the amount of $52.64. There is no additional patient responsibility on the account, the credit refund was approved, and the refund will be sent to the address on file.
  
  ATI Physical Therapy regrets the frustration that occurred with this process and continues its commitment to honesty, integrity,and upholding the highest standards of professional conduct. If you have any additional questions or concerns, please contact our Patient Advocate Team at 855-MY-ATIPT, option 2.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

  Customer Answer

  Date: 02/27/2023

   
  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,
  
  *************************