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

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  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:02/16/2023

  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.

  I am receiving bills with dates of service from 2/17/22-7/14/22. I have been in communication with a supervisor ******************************* since before 8/2022. They failed to bill my secondary insurance on the claims. I have verified numerous times with my insurance and they have not received the claims but said it would be paid at 100% what was left once they received the claims. *** tells me that the insurance was inactive and they will have to reverify it. It was activate and still is active and Ive even offered to call 3 way with them on the phone to prove it. Then I was told ok they verified it now it just has to be sent in which is a different department. That department still is not sending it to the insurance company. ****** tells me there is no phone number to speak with this department for her or me and she can only email them. She keeps telling me she will keep an eye on it and when we went thru all the dates of service she and I both agree they actually will owe me money. I am not getting updates. This is taking way longer than it should. Some of the dates of service are right at a year old and then the insurance wont pay because of how old it is. *** asked ****** to have her supervisor ****** to call me multiple times and never get a call back. They are trying to bill me for $351.08. The phone number to reach ******************************* is **********. The case number is ********. The email for ****** is ************************** My patient ID number is ********. If they can not bill these charges correctly then they need to write off the charges because even ****** admitted that they owe me not me owe them. Please help.

  Business Response

  Date: 02/24/2023

  Dear ************,
  
  This response is in reference to case # ******** sent on 2/16/23.A review of the account was performed. ATI updated the account to include your secondary insurance for the dates of service from 2/17/22-4/14/22. The claims will be sent to the secondary insurance for processing. If any claims are denied by the insurance, any patient responsibility from that denial will be written off. Additionally,if any overpayments occurred on the account, refunds will be provided once the account is finalized.
  
  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: 02/26/2023

   
  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 as long as they follow thru and stand behind what they said. So time will tell. I will follow back up if they do not keep their word. I have reservations about trusting them because of how it was handled up til this point.  This is the reason for my response. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:02/14/2023

  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.

  Not sure what has happened to ATI Physical therapy, but the billing process is a disaster. I had 8 physical therapy visits in 2021 and am still getting random bills 2 years later. ATI verified that my insurance was accepted and gave an estimate of what visits would cost with my insurance. I have paid all of the co-pays for the 8 visits but it seems like there is never ending billing going on. It is completely unreasonable to be getting new bills 2 years later. It is impossible to track and make sense of. There is no reason that each visit should have drastically different billing. I was on the same exercise machines and tugging on the same stretch bands during each visit.

  Business Response

  Date: 02/21/2023

  Dear ****************,
  
  This response is in reference to case # ******** sent on 2/14/23.A thorough review of the case was carried out.  Our records indicate that your insurance required additional processing of claims for three dates of service. Following reprocessing, credits were not applied correctly to the account resulting in additional statements. Our billing team corrected the account, applied any remaining credits, and currently the account shows no additional patient responsibility.
  
  ATI regrets any frustration the insurance process caused.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:02/14/2023

  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 went to physical therapy and was shunted aside they were treating multiple patients at a time they would walk away and forget about me and expected me to do things on my own. Then was expected to pay thousands of dollars.

  Business Response

  Date: 02/21/2023

  Dear ********************,
  
  This response is in reference to case # ******** sent on 2/14/23.  A review of your account was performed.  ATI performs a courtesy verification of insurance benefits and reviews the expected cost with the patient through our Notice of Financial Responsibility. This notice reviews potential deductible,co-payment, co-insurance cost, and/or limits placed on treatment from the insurance company and this notice is signed by the patient. This notice states that ATI 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. When ATI verified benefits, your insurance company incorrectly stated that you had physical therapy benefits. Once claims were sent to the insurance company, it was determined that physical therapy benefits were not included with your insurance.
  
  In cases where treatment occurs without insurance benefits, ATI can offer a self-pay rate. ATI also offers financial hardship discounts for services rendered when patients have the ability to demonstrate the need to meet their financial obligations to ATI. Our records indicate you have already started this process. Please contact our ******************************* at ************** or **************************** to review the current status of your account.
  
  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:02/10/2023

  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.

  From 2/17/2020 through 5/18/2020, I went to ATI Physical Therapy to get help with some pain issues that I was having at the moment. On the first day, I presented my insurance information. After some time, I began receiving billing statements sent to my home from ATI. I asked one of the workers why I was getting charged if I had presented my insurance information. He mentioned that they made a mistake for some reason, but because the information had gone to their billing department, he couldnt do much about it and that I should just call the billing department to clear things up. I called and tried to explain to ATIs representatives that I didnt owe them money and that it stressed me that they were constantly sending statements because I dont like to owe money and I was feeling harassed for something that was not my fault. During the time of ATI's harassment toward me, I spoke with about 4-5 representatives of ATI, including ************ on 10/13/2020 and ******************** on 10/14/2020, hoping that ATI would correct the mistake. The number I called was **************. Despite numerous calls on my part, and despite promises made by ATI's representatives that the issue would be corrected, I continued to receive mail stating that I owed money to ATI. Eventually, ATI decided to send my information to a debt collector so they could continue harassing me some more. I contacted the debt collector more than three weeks ago. I sent the debt collector a letter from the ******* Health Care Cost Containment System which proves that my insurance policy was active before and after I received treatment from ATI. Since then, I have tried to contact ATI and the debt collector company, but they still havent fixed this issue. I request from ATI that proof be sent to me that I have been cleared of this unjust charge and that my name is not associated with any pending debts toward ATI, as this would affect my credit score. I also demand an apology for the stress caused to me.

  Business Response

  Date: 02/16/2023

  Dear ********************,

  This response is in reference to case #******** sent on 2/11/23.A thorough review of the case was conducted. Our records indicate that the patient responsibility for the first date of service was incorrectly applied. The claim for that date of service was updated and your account now shows no remaining patient responsibility. Additionally, your account will be removed from PFC collections.This will not affect your credit as it was not reported to credit bureaus.
  

  ATI regrets the frustration that occurred with communication. 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: 02/24/2023

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

• Initial Complaint

  Date:02/06/2023

  Type:Product 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 December 30, 2022 my bank issued a check from my account to ATI or ********************************************* Int. for $212.00 in error. The bank check # ********** was supposed to be paid to my utility company. The bank check cleared and was endorsed by ATIPT. The money needs to be returned to me. I have tried calling a series of ATI telephone numbers but the phones are never answered. I have a copy of the cancelled check in my possession. I do not owe ATI any money nor have I transacted business or services from them currently.

  Business Response

  Date: 02/14/2023

  Dear ********************,
  
  This response is in reference to case # ******** sent on 2/8/23.  A review of your previous cases and the check information you provided was performed.  The check was located, and the funds applied to a previous account. This error was corrected and a refund check for $212 will go out in the mail at the end of the week of 2/13/23.  
  
  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: 02/14/2023

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

• Initial Complaint

  Date:01/30/2023

  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.

  I was advised by my PCP that physical therapy would benefit me, so I used my insurance company provider search and identified that ATI physical therapy at ****************************************************************** was INN with my plan. I called their office to ensure this was correct, which they confirmed for me. On my first visit, I asked that they double check their network status, to which they verified they were INN and that I was showing a $40 co-pay. i proceeded to have 2 visits a week for 8 weeks, and was charged $40 every visit. once my therapy had ended, i received a bill in the mail for another $600. After investigating, I identified that although the facility was INN, the only provider that works at that location, ***************************, is OON. I called ATI on 8/22/22 after receiving the large surprise bill, to which they advised was an error on their part, and they had misadvised me of their network status, and unfortunately this happens a lot according to them. I have been working with ATI ever since, and still no resolution. *** consistently tells me the issue has been resolved, that they are having the claims reprocessed, and that I should not owe, but continue to send me a bill. I checked with my insurance company and they have not received any adjustment requests or contact from ATI, so ATI has been giving me false information. I have called ATI 3x in the last week and they say they will call me back, but never do, ************ is lying to patients in order to extort additional funds out of patients after services have been rendered and is taking advantage of patients. To credential a facility but only have 1 doctor that is not credentialed rendering services there is a trap, and it is unacceptable. This facility should be investigated for fraud as they are tricking patients into owing more money than they should.

  Business Response

  Date: 02/08/2023

  Dear ******************,
  
  This response is in reference to case # ******** sent on 1/20/23.A thorough review of the case was carried out.  ATI will honor the in-network rate for the treatment provided by any out of network provider. Our billing team applied any remaining credits on the account to this in-network rate, and currently the account shows no additional patient responsibility.
  
  ATI regrets any frustration the insurance process caused.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: 02/14/2023

   
  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. I've spent the past weeks calling (6x total) and finally received a reply today from supervisor **** confirming $0 balance and account closed. Thank you for everything, I honestly don't feel this would have been resolved without your involvement.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:01/29/2023

  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.

  ***************************. About a month ago I was contacted by phone by the collection department at ATI asking for $500 to settle a past due claim dating back 2 years. They claimed I failed to respond to past ********, but the only thing I ever received was an email to which there was "no Reply" and asking for me to complete information that it would not accept - I assumed it was spam. I never received a call, any email, anything written - just a call from a collector. I had PT for 15 visits starting in December of 2020 and each time paid my required copay. I asked about other charges, they said, insurance would likely cover. After all the visits there was no improvement and I ended up having surgery. They finally sent a full accounting of charges of almost $8,000 which means an average of $533 per visit for unsuccessful treatment of less than one hour each visit. Back in 2020/21 for each treatment I asked about cost and was told "don't worry", even icepacks at over $50 each they said would be covered - now they claim a total of $590 for icepacks! OMG. I never would have accepted this. In seeking a resolution ATI has been completely unresponsive. We have spent hours waiting to talk to someone, have requested documentation and failed to receive what we requested. We reviewed one PT visit verbally and they claim I checked in at 8:00 and out at 9:00, but I have proof I was at work at 9:00 and it is a 20 minute commute. A lie/bad records/fraud - pick one. Therapists opened the office late, while I waited in the cold, and then apparently I was charged as though they arrived on time and started therapy. I say apparently because they have failed to provide records requested multiple times and, even though I had two witnesses listening in, claimed I never made any such request. Promised call backs never happened as well. No one should ever go to these people unless they resolve their unfair and likely fraudulent practices. This space is inadequate for this story.

  Business Response

  Date: 02/06/2023

  Dear **************,
  

  This response is in reference to case #******** sent on 1/29/23.A thorough review of the case was performed. All treatment and billing fall within industry standards. ATI has contractual obligations with insurance carriers that are responsible for the payment of services. The contract with the payer establishes the fee schedule for therapy services and how these are to be submitted by the provider to secure reimbursement. Any payments required by the patient for deductible, co-pay, or co-insurance is based off the insurances allowable amount and this amount is different than the actual billed amount.
  

  ATI performs courtesy verification of insurance benefits and reviews the expected cost with the patient through our Notice of Financial Responsibility form. This notice reviews potential deductible, co-payment,co-insurance cost, and/or limits placed on treatment from the insurance company and this notice is signed by the patient. Your notice reviewed the unmet deductible and 20% co-insurance that your insurance requires and additionally states We will not know your full co-insurance amount until your insurance begins 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. Our records indicate that 24 statements were generated and sent between 1/11/21 through 11/21/22.
  

  Our records also indicate that initial contact with our Patient Advocate team occurred via email on 1/3/23 with additional calls and emails occurring that week. On 1/7/23, our Patient Advocate team stated that you had enrolled in paperless billing and statements were provided to your email address. Additionally, our records indicate that medical records were provided via email on 1/22/23.
  

  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: 02/11/2023

   
  Complaint: 18946794
  
  I am rejecting this response because:

  This response does not satisfy my complaint. 
  
  
  (1) *********** did not address the fact that I have physical documentation that on at least one of the days that I clocked in at work when ATI claimed that I was still in the office which was on 12/31/20.  The records claimed I left ATI at 9am when I have proof from my job that I clock inned on that day at 9am and they charged me accordingly.  Not to mention that there were multiple days where the office was opened late, and yet I was still charged for time spent waiting outside in the cold because I had to wait for the only person who was working there at the time to open the door.
  (2) *********** did not address the practice of having an ice pack pushed on me and then charging $60 for it without notifying me that it was going to be an extra fee. 
  (3) *********** did not address the practice of charging rates for 1-on-1 care when the Therapist is working with 3-4 patients at a time.  They would show me a excersie and then leave me to do it on my own while they worked with someone else multible times.
  (4) The average cost of $500 per session laid out in the account is over three times the cost of the average cost of Physical Therapy in ******* and I therefore had no reasonable warning that the cost passed onto me by insurance would be so high. 
  (5) The patient care team claims that the records were sent on 1/22, however the email was not actually sent until 1/28 at 10:20pm according to the time stamp of the email, continuing to show a clear pattern of deceptive practices by this Company.  Similarly, the company sent all bills to the wrong address and did NOT send statements to the email address or call my phone number to highlight the outstanding bills - despite having both. Also the records the company provided proved that I updated the address at time of service not only by writing it in by hand but also by having a photo copy of my ID with the updated address.  The only reason I knew the address was wrong was because I eventually recieved a phone call from their collection agency 2 years later informing me of the debt that I was unaware I owed.
  
  
  While there are many more things that could be added, these seem sufficient in themselves to show the problems with this business and continue to keep our complaint open. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/21/2023

  Dear **************,

  This response is in reference to case #******** updated on 2/13/23. Another thorough review of the case was performed. A provider is responsible for ensuring that the documentation supports the delivery of services and follows all applicable regulatory and insurance standards. All treatment and billing fall within industry standards.As stated in the last response, ATI has contractual obligations with the insurance company that are responsible for the payment of services. 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 and not the billed amount. The cost you quoted in the complaint for an ice pack and the total cost of treatment is the total amount billed and not the allowable amount. Your Explanation of Benefits (EOB) from the insurance company will detail the allowable amount for the services provided.
  

  A review of the documentation indicates that all clinician notes are accurate, and without evidence to the contrary, ATI assumes that all documentation is accurate. Additionally, a review of the initialed patient demographics page in your medical records shows that the address was corrected on the intake paperwork. This corrected address on this intake paperwork matches the address on your account.
  

  ATI regrets the frustration that occurred during this process and will apply a 10% discount to your account. 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: 18946794
  
  I am rejecting this response because:

  This response does not satisfy my complaint. 
  
  
  I went to PT at ATI for about 15 sessions over the course of several months. At the intake appointment I did indeed correct my address as noted in the response. What the response fails to understand from our prior responses as well as numerous calls to ATI's ******* Advocate Team, is that the address was NOT corrected until just last month and only after it was discovered that the bills (which had never been sent to me) had been forwarded to collections.  
  
  
  At every appointment I attended, I asked the staff if they were certain that my co-pay was all that was owed. Each time they said yes. This was clearly a lie, as ATI was sending large bills to the wrong address.  If I had known how much ATI was going to charge, and how much would then be passed onto me, I would have stopped the appointments immediately. But because of this failure on the part of ATI to correct my address, the failure to update me verbally during my repeated requests for my account status and, finally, their failure to notify me via email or phone of the outstanding balance, I am expected to pay out a significant amount of money for PT service that did not actually help at all.  If I had any inkling of the size of these bills at any point during this period I would not have continued and therefore ATI's failure to correct the address as provided, has cost me and my insurer a significant amount of money.   
  
  
  I have come to BBB for resolution as I have a full time job and cannot spend ***** minutes on hold yet again for the ******* Services Advocates, as the response has requested I do. However, before filing this complaint I called repeatedly to try to get this matter resolved. Instead of help, I received promises of call-backs and emailed records that weren't kept and so resulted in yet more calling and hold times. I would be thrilled to resolve this matter on the phone if the business would provide a number that doesn't require me to take a week off of work. 
  
  
  The ATI billing practice of charging rates for 1-on-1 service when 3-4 patients perhaps can be claimed to fall "within industry standards", but it's clear based on the history of complaints on the BBB website and elsewhere that this is a stretch. There are multiple times on the itemized bill where I was charged as if I was at the office for a full hour and yet I know that I rarely spent more than 45 minutes at the office.  This of course doesn't count the amount of time spent waiting in the cold when the office was opened late.  
  
  
  I await further response from the business.  In the meantime, I continue to contest this bill both as extreme overbilling and not sent to the correct address so I neither had reasonable time to contest such extreme overbilling nor the ability to stop going to PT.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/26/2023

  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.

  Hello-My relationship with this location started in September of 2022. after 2 weeks of visits on 10/11/22, I was asked for a simple $5 co-pay in the office which I happily paid. I started getting emailed statements and tried paying my balance of S71.66 by setting up an account on 11/10. This did not work, and I had plenty of time so I thought I would pay in the office since my son was there 2-3 days a week. On 11/15/22 I asked the person at the front desk if I could pay my statement balance. He added an extra $100 to what the statement said, when I questioned it he simply said that is what you owe. So I paid it and waited for it to clear (I did get an emailed receipt for the full amount). 2 days later again in the office, I asked to speak to a manager about a potential billing issue. She tried looking up the account and claimed there were no outstanding fees and she had no access to any payments. Which also seemed off to me. She gave me the corporate financial #. I started calling there on 11/18/22. I have a full record of the 12 phone calls I have tried to make to reach ATI at 4 different phone numbers, some leaving direct messages without returning calls. I have contacted them through ******** starting in mid-December without success. I have logs of how much time I have spent on the phone trying to resolve this issue, the tally is over 10 hours. I am refusing to pay the company until I get an itemized statement showing the 2 payments I have made. Not one of the statements show this money despite me having receipts (attached). At this point by my calculations, they owe me money or their employee pocketed the extra $100. I have done my part to contact them and have begged them to call me and try to resolve this. No one has called/emailed or tried to talk through this. Therefore, I must file a complaint as a last effort toward resolution.

  Business Response

  Date: 02/03/2023

  Dear ******************,
  

  This response is in reference to case #******** sent on 1/26/23.A thorough review of the case was conducted, and our records indicate all claims were processed correctly. As a result of the processed claims, any remaining patient responsibility is applied to your 10% co-insurance. Three payments were made on this account: $5.00 on 10/11/22, $40.57 on 10/15/22, and $171.66 on 11/15/22.The remaining patient balance is $83.11.    
  

  ATI regrets any frustration with communication and does have a record showing your communication via ******** on 1/4/23. Our Concierge team attempted to contact you via phone call but was unsuccessful.
  

  ATI Physical Therapy is committed 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: 02/03/2023

   
  Complaint: 18903208
  
  I am rejecting this response because: I did not get an itemized statement showing those charges were processed to my account and paid. Every statement I have received is missing this information. Once I receive an itemized bill (3rd month requesting this)  I will pay the balance. Your people tried to call me once, and never tried again. I rejected the call, that was screened, because she said her name and "personal matter". Any company that calls and does not state their company name must have never been trained in service. I thought it was another of the many SPAM calls I get daily. I had responded via ******** within 2 hours of that attempt, as you can see, and begged for them to call me back again since I had been trying for months. 

  No one should have to work this hard for basic information. I should have been able to receive it in office the 2 times I requested it, or the times I waited on customer service lines for hours on end, or on ******** when I sent my email and phone number for 6 weeks straight. Even after filing a formal complaint against your company, you do not honor my original request for a statement showing all charges paid by me and my insurance. The balance is not the issue, your company's lack of service is. You claim honesty and integrity but all I have received is words, and elevator music while on hold for hours. 

  Please provide full statement to my email or here. The ones that come in the mail DO NOT show the $5 or $171.66 payments.

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

  Business Response

  Date: 02/15/2023

  Dear ******************,

  This response is in reference to case #******** updated on 2/6/23. An itemized bill is attached within the BBB Portal for your review. On page 2, the ledger shows the $5 and the $40.57 payments were applied to your account on the day following receipt. On page 3, the $171.66 payment was split and applied to multiple dates of service on the day following receipt. The ledger also shows the remaining balance of $83.11 on page 4.
  

  ATI Physical Therapy is committed 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: 02/17/2023

   
  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. 

  I would address the customer service issues at your company, no way I should have ever had to waste this much time and effort over 12 hours on hold and making attempts to get an itemized explanation. I will send payment and finalize my relationship with your company.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/16/2023

  Type:Product 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 had physical therapy at ATI Physical Therapy *************, ******** location from January - April 2022. During that timeframe, I repeatedly asked ******************** in that office whether I had a co-payment. I was told that there was zero co-payment. I never received a bill from ATI Physical Therapy during 2022. On the last day of the year 12/31/2022, I received two statements from a debt collector company saying that I owed $496.35 and $454.18 for services during 2022. On 1/6/2022, I stopped by the ************* ATI location and talked with the manager ***************************. She showed me my account on her computer which showed no co-payments. She also confirmed that my telephone number was correct in their system but my address was incorrect. She gave me a card with contact information for ************* Navigator.Later on 1/6/2022, I called the ************* Navigator ************** telephone number. After waiting about 30 minutes on hold, I talked with ******* at ATI. I asked her whether bills were sent to me in 2022. She said, yes, bills were sent to the incorrect address from May through November 2022. I told her that the incorrect address does not exist on my block and that the US ************** should have returned the undelivered bills to ATI. I asked whether they had any record of returned bills? She could not answer that question, so she said that an ATI supervisor would call me back. Today is 1/16/2023. ATI Physical Therapy has not returned my call with information about why I was not billed and why the money they say that I owe them was referred to a debt collection company. At all levels, very poor customer service. They always have had my correct telephone number. I also believe that my correct email address has been in their system. I'm left wondering why ATI Physical Therapy does not contact me about their billing. All communications with IT have been initiated by me.

  Business Response

  Date: 01/23/2023

  Dear **************,

  This response is in reference to case #******** sent on 1/16/23.A thorough review of the case was carried out. The Notice of Financial Responsibility is provided to patients and this document reviews expected cost for treatment. This notice states that ATI 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. When ATI verified insurance benefits, your insurance company did not disclose a co-insurance. A review of the claims reveals that the patient responsibility was applied to your deductible and a co-insurance.
  

  Additionally, at the initial evaluation, our clinics provide demographic documentation to the patient to review and sign to decrease errors that *** occur with data entry. This demographics document has the incorrect address listed. This document has your initials signifying your review of the document,but no changes or updates are noted to the incorrect address resulting in the incorrect address on the account. This address was recently updated following your recent call.
  

  ATI regrets the frustration that occurred with communication and will offer 10% customer service discount to the remaining patient balance.   
  

  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: 01/26/2023

   
  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,
  
  *******************

• Initial Complaint

  Date:01/11/2023

  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.

  ATI Physical Therapy, in Dec of 2022, sent my account to collections in violation of our agreed to payment plan.In Oct. 2018, I received services at the *****************, ** ATI office Approximately March of 2019, I set up a payment plan with ATI (I can not confirm if ATI documented this agreement but the plan was established by ATI)For the next 45 months (Thru Dec. 2022), I sent a payment to ATI in line with the agreed to payment plan oMy sending payments for 45 months and ATI accepting all 45 payments without rejecting the payment, requesting the amount be changed or requesting the payment schedule be altered, established an Implied-in-Fact Contract In Dec. 2022, ATI sent my account to collections violating the contract we established. I am requesting my account be immediately pulled from collections with a guarantee that ATI's actions did not and will not negatively impact my credit score.

  Business Response

  Date: 01/19/2023

  Dear ************************,
  

  This response is in reference to case #******** sent on 1/12/23.A thorough review of the case was carried out. It was determined that the remaining patient responsibility will be written off and your account is now closed.

  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: 01/25/2023

   
  Better Business Bureau:
  
  My complaint was that an account that I had been making payments which were in line with the payment arrangement plan set up by ATI, was sent to collections.  This action violated the contract between ATI and myself.  ATI pulled the account from  collections AND zeroed out the balance.  Based on those two actions, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************