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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Submit a Complaint

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:01/05/2023
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 cut my finger and required surgery. Post surgery doctor instructed to receive physical therapy. I visited ATI Physical Therapy and filled out the proper paperwork to be seen in their facility, afterwards spoke to a therapist about my situation and was decided I couldn't be helped there because I would need a hand specialist or more information from a doctor about proper procedure. About a week later I received a bill in the mail saying I owed them money for my physical therapy, which I never performed. I immediately called the billing hotline and disputed the charges. After 6 months of calling and trying to get the charges reversed I was sent to Collections after being specifically told that being under investigation it wouldn't be sent to collections and now after finally talking to someone in charge of investigating I found out that the therapist made specific notes stating I performed certain therapy actions. There is video proof I did not do that and was physically incapable of performing at the time due to being in a full arm cast at the time of my visit. They have offered no resolution other than maybe calling me back after talking to someone else and they never call me back. I am seeking to resolve this issue by closing my account with ATI and the collections agency. And possibly seeking fraudulent charges on them as well.
Business Response
Date: 01/13/2023
Dear ****************,
This response is in reference to case #******** sent on 1/5/23.A thorough review of the case was carried out as well as an interview of the treating clinician and clinic director. All treatment and billing fall within industry standards. Our documentation supports that an evaluation occurred along with education on self-management. Our clinician confirmed these services were provided. Additionally, HIPAA privacy rules prohibit the use of video recording devices in the clinics.
ATI regrets the frustration that occurred with communication and will offer to remove the account from collections and provide a 20% 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
Initial Complaint
Date:12/29/2022
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 sent to ATI to rehab my ankle after a surgery. When I made the appointment, I advised the scheduler that I was on disability and could not pay any copay, as I am on a very limited budget. I was told that the insurance covered 100% of it. At each appointment, I would again ask if there would be a bill before making my next appointment. Each time, I would be told NO, that my insurance was covering it cause it was a follow up from surgery. Months later, well after my treatment, I start to receive bills, none of the bills are the same price. I called and emailed in and no one seemed to be able to help me. When I read the reviews on here, it turns out I am not alone. This company doe this to more then just me. I would like them to zero out the balance they claim I owe them and to never contact me again.
Business Response
Date: 01/06/2023
Dear **************,
This response is in reference to case #******** sent on 12/29/22.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. The signed Notice was not located within your account and ATI cannot confirm what conversations occurred regarding your benefits. As a courtesy, ATI will remove the remaining patient responsibility from the 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: 01/09/2023

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:12/26/2022
Type:Delivery 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.
received collection notice for a debt that was paid in full 2020. I set up auto pay on their website paid 80 per month at the of year said automatic payments are paid in full now last week 2022 they sent ******* to collections I am disputing the bill I went on their site and the automatic payment information is gone from their website you cant speak to anyone to help when you call they tell you to go to website I have record of all my payments but how can I approve that their site said zero balance
Business Response
Date: 12/29/2022
Dear **************,

This response is in reference to case # ******** sent on 12/26/22. A thorough review of your accounts were performed. One account, #********, was set up for a $58/month payment plan on 3/12/21 to pay the $1388.09 balance. This account was paid in full and has a zero balance as of 8/21/22. Another account, #********, currently shows the $2074 balance. A payment of $80 was made on this account on 3/11/21. Our records do not indicate that a payment plan was set up for this account nor has a payment occurred on this account since March 2021.
ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. We kindly request that you contact our Patient Advocate Team at ************** to discuss payment options for the remaining balance.
***********************, PT, DPT, OCS
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 01/06/2023

Complaint: 18639851

I am rejecting this response because:
*********************
You don't often get email from *******************.Learn why this is important
I am waiting on anthem ********** n blue shield to provide a detailed list of all they were billed n what they paid and I let the crooks I mean the company know what Im waiting on to try n get this resolved

Thanks

Sincerely,

***** And *****************
Business Response
Date: 01/13/2023
Dear **************,
This response is in reference to case # ******** updated on 1/6/23. Account # ******** was created for treatment provided from 12/8/20 through 2/12/21. This account is paid in full.Account# ******** was created for treatment provided from 12/9/19 through 2/13/20. This account continues to have an unpaid balance. Statements were mailed monthly through 2021 and additional calls were placed in March 2022 regarding the unpaid balance. No payments occurred on this account since 3/12/21.
ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. We kindly request that you contact our Patient Advocate Team at ************** to discuss payment options for the remaining balance.
***********************, PT, DPT, OCS
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
Date:12/11/2022
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 paying off a balance owed to ATI Physical Therapy ***** per month was on an auto pay payment plan.I called to check my balance, so I could pay it off and be done with them . Not only was I told that I did not owe them any money but they refused to believe that they were still taking ***** per month from my checking account. I was told there was no record of a payment plan or that they still had my banking information which i asked to be removed months ago .I bank with PSECU and have bank statements that show automatic payments from September 22 - December with a next scheduled payment for ******* 4,2023 for *****. A balance of ****** and a total of five remaining payments. I have spent countless frustrating hours on the phone with them trying to straighten this out. They insist I do not owe them any money and that they have no record of them continuing to remove money from my bank acct. I think i was successful in removing my check card number from account . My husband and I have many different accts. due to returning to ATI multiple times for PT. I have gone online and researched this to no end. T he correct account number MAY BE ******* I also have accts under ******** and ********. > If I do owe money i want to pay them and be done with them and their horrible billing practices.If I DO NOT , as they claim. I want my money refunded. Please make every effort to help me Thank You *************************
Business Response
Date: 12/13/2022
Dear ****************,
This response is in reference to case # ******** sent on 12/11/22. A thorough review of your and your husbands accounts were performed. All your personal accounts currently show zero balance, and no payments are occurring on those accounts. A review of your husbands accounts shows one account with a remaining patient balance of $157.72,account number ********. Our records indicate this account was set up for recurring payments of $39.41. This account has four more payments left with the next payment scheduled for 1/4/23.
ATI regrets the confusion that occurred during the phone call with Patient Advocate. 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 **************.
***********************, PT, DPT, OCS
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 12/14/2022

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.
Although I do NOT agree with ATI's assessment that there was "confusion" during my call (MANY CALLS) . The truth is because of the amount of hours I spent trying to resolve this and the number of associates I spoke to all of who FAILED miserably in helping me in ANYWAY ATI gets a GIANT F for their customer service . They sure were able to find the information I was seeking when I filed a complaint with the BBB, proving my point. For these reasons I would never recommend ATI. I hope this statement gets forwarded to ATI.
Thank you BBB for your very quick response, and assisting in getting the information I was unable to attain. Too bad they needed your involvement in order to do their job .
Sincerely,

***********************
Initial Complaint
Date:11/19/2022
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 received an invoice today in the mail today. This is the third time I am receiving this invoice.The first time I called and spoke with one of the reps. I was told at the end of the call that someone would be contacting me to discuss this. Nobody has called. I called again after the second invoice. I was told that someone would contact me, that they were unable to make any decisions. Nobody has called me back. I understand that they will send this to collections. I am not paying this invoice.I came into the ********* location on 9/7 with my referral from my doctor. ************ were made.I was seen on 9/12 for my first appointment. Before my next appointment I received a call telling me that they do not take my insurance. I asked why they would have seen me before verifying this. The response was that they should have. But since I was seen, I would have to pay for the visit.I would have not come in on 9/12 if I had known this. I also feel that ATI should not have seen me without verifying first. This also put my rehabilitation back, as I had to go elsewhere and make new appointments.There was plenty of time to check and see if my Insurance was accepted before my first appointment. I do not understand why they didn't know when I walked in the door. They said they take a type of my insurance, just not my group.It seems that if they keep billing me, I may just pay for their mistake. I also do not understand why I have not been called back. TWICE.Case ID ******** ************ ******* I am not paying this invoice
Business Response
Date: 11/28/2022
Dear ************************,
This response is in reference to case # ******** sent on 11/20/22. A thorough review of your case was performed. ATI performs 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 is absent from your account. ATI regrets any frustration that occurred with communication regarding insurance benefits. As a courtesy to you, ATI will remove all remaining patient responsibility from the 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 **************.
***********************, PT, DPT, OCS
Director of Compliance and Auditing, Operations
ATI Physical Therapy

Customer Answer
Date: 12/01/2022

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:10/17/2022
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.
Physical Therapy provided over a 3 month period. Billing details were asked to be clarified after 2nd payment request by Provider. The services provided were being questioned for 2 reasons: 1) provider also attended to 1 or 2 other patients at the same time during some appointments and 2) adjustments to program not modified near end although cost for one line item doubled for final 10 appts. Two calls were taken with the collections teams with the 2nd taped with the Aetna Rep. on the call asking additionally for details to the service charges in question. ***** has also denied payments in response to my request to them.I am NOT challenging paying for PT services that I owe for. I do not want to pay for services not provided and the provider just continues to send late notices and calls on the home phone. (Service Range Date 9/15/2021 - 11/15/2021)
Business Response
Date: 10/25/2022
Dear ************************,
This response is in reference to case # ******** sent on 10/17/22. A thorough review of your case was performed. All billing and treatment falls within industry standards. Physical Therapy treatment is not billed per exercise performed, but by units as defined by the **************************** (AMA) CPT code book. A provider is responsible for understanding how particular activities are to be billed and what timeframe constitutes when a unit is to be billed. Most items are defined by 15-minute timeframes and a unit is attained when the midpoint of that procedure is surpassed. For example, when a patient attends a 60-minute treatment, 4 units are frequently billed. A variety of units are available for a clinician to utilize when billing depending on the intervention provided.Treatment codes exist for strengthening and flexibility exercises, functional activity training, balance training, gait training, manual therapy, and the modalities that we provide. It is common to see a variety of these codes used for each treatment as sessions vary based on patient needs and the plan of care created by the physical therapist.
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 **************.

***********************, PT, DPT, OCS
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 10/26/2022

Complaint: 18232882

I am rejecting this response because: they replied to an explanation of the billing process they are allowed to follow. They DID NOT address my issue of having multiple patients being serviced by the same PT in 15min increments - if there were 3 total persons being seen by one PT how could I have 4 - 15 min services provided while others where also billed? not that many minutes in an hour.

Sincerely,

*********************************
Business Response
Date: 11/07/2022
Dear ************************,

This response is in reference to case # ******** updated on 10/31/22. The medical record review indicates services performed by our clinical staff met the appropriate industry standards as it relates to practice act and billing compliance. Additionally, 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 and provision of therapy services, and how these are to be submitted by the provider to secure reimbursement. A provider is responsible for understanding how services are to be documented and billed according to these agreements. We maintain that the services provided were appropriately billed and in accordance with industry standards and payor requirements.
ATI regrets the frustration the billing process caused and will provide a 20% customer service discount to the remaining patient balance on the 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 **************.

***********************, PT, DPT, OCS
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 11/07/2022

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 **** want my comments to continue to be available.

Sincerely,

*********************************
Initial Complaint
Date:09/27/2022
Type:Customer Service 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 a back issue that needed physical therapy. I called ATI who stated that they took my insurance. I even provided them with a referral from my doctor. Turned out that I also needed a referral from my PCP in order to be seen by ATI. I wasnt made aware until I took my son for services as well. We have the same insurance. They verified his and it turned out they didnt take my insurance. Meanwhile, I went for over 10 sessions and paid my ** pay only to find out I am now responsible for the entirety of the bill. Due to their inability to provide their clients with insurance verification processes, i am now being held responsible for their mistake. This is wrong on all levels. I will never re**mmend ATI to anyone and I will now make sure I do my own insurance verification with my insurance **mpany so that Im not left in this situation again! I want my balance to be adjusted and eliminated as this was not my fault. ATI failed to verify my insurance and their negligence **st me money.
Business Response
Date: 10/03/2022
Dear **********************,

This response is in reference to case # ******** sent on 9/27/22. A thorough review of your case was performed. ATI performs 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. ATI regrets any frustration that occurred with communication regarding insurance benefits. As a courtesy to you, ATI will remove all patient remaining responsibility from the 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 **************.
***********************, PT, DPT, OCS
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 10/03/2022

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:09/24/2022
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 keeps sending me bills that I already paid. I went through patient advocacy and even with proof from my bank that I paid they are still sending me bills. I have filed a grievance/dispute with my insurance to see if they can help but have not heard back. At the time of service therre was always an issue with payment for one reason or another. I gave them my debit card to use after the first issue. Therefore, all of my payments should have been covered before I stopped services, Even after I sent them proof, I went back into my bank account with a fine tooth comb and it showed I made more payments than the total for the services they said I received. My request is that they acknowledge that the account is paid in full, they stop sending me bills and that this in no way is reported to the credit bureau. Patient Dedicated Specialists <*************************************>Fri, Jun 3 at 11:13 AM I spoke to you a few days ago. I checked my bank and all of these charges have been paid. As I mentioned on a call previous to the last one. The facility I was at had my card on file to charge as I went. Also, they were extremely disorganized. I am quite concerned that they had the card now and would like to know what they do with the information once a client has left the therapy center?Thank you,Image (2)This will be my fourth attempt to get assistance with this bill. **********************. During my last call the representative read an email to me that I had not received. I went back through my account with **** in hand. You do not show the $50 payment that I made on 12/30 nor the $25.00 payment I made on 02/01. That would account for the $75.00 you are saying I owe. Please text me if you send an email. ************* Thank you,
Business Response
Date: 09/27/2022
Dear ******************,
This response is in reference to case # ******** sent on 9/24/22.A thorough review of your case was conducted to determine a current account balance. Our records indicate that the following payments were received:

12/30/21: $50
1/5/22: $25
1/6/22: $25
1/10/22: $25
1/13/22: $25
1/17/22: $25
1/20/22: $25
1/31/22: $25
The payments received equal $225. Our records indicate that you attended 12 visits with a $25/visit copay resulting in an expected total of $300. The current balance on the account remains $75.
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 **************.
***********************, PT, DPT, OCS
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 10/02/2022

Complaint: 18123744A

I am rejecting this response because:
I continued to research my checking account. It shows that I paid more than the total amount they say I owe. Again, my card was on file and all payments should have been handled by your staff at The Colony location as I attended. If this proof does not convince you that I am paid in full, you should be addressing it with your staff. If I hadn't told them I thought there was a copay, they wouldn't have charged me anything!
*****************************
Business Response
Date: 10/07/2022
Dear ******************,

This response is in reference to case # ******** updated on 10/2/22. The information that you provided in the BBB Portal was reviewed.The payments appear to be 3 copies of the same payments as each group of payments have the same dates. Our ****************** reports that ATI did not receive multiple payments on any dates of service. The sum of payments received equal $225. Our records indicate that you attended 12 visits with a $25/visit copay resulting in an expected total of $300. The current balance on the account remains $75. ATI sends out billing statements for any payments not received at the time of service.
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 **************.
***********************, PT, DPT, OCS
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
Date:09/19/2022
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 reached my total out of pocket amount for my insurance. Called in June to get my money refunded because I paid every time I went to an appointment. Was told that my refund has been started the day I called. It's now almost the end of September so I called again. I was just told it can take anywhere from 60 to 120 days for the check to be written. This is an outrageous amount of time.If the tables were turned they would have denied me services.
Business Response
Date: 09/21/2022
Dear ******************,

This response is in reference to case # ******** sent on 9/19/22.A thorough review of the case was carried out. ATI regrets the delay in the refund process and has provided the refund to the card provided at the time of treatment. The receipts for the refund are attached in 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, OCS
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
Date:09/14/2022
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.
My DR referred me to ATI Physical Therapy. I phoned for an evaluation app't SEP 12 2022 & was given an app't for SEP 26. I was told I needed to agree to how many days, ************ I would B using them. I said, no, I cannot agree to any work or schedule B 4 I speak with a PT. I was told NO schedule would B made. After I tried to ask ***************** no answer, I thought this over that evening & on SEP 13 2022 called & told them by online note, I was cancelling all *************************** would NOT B using their services. They said my "case" was closedn& I was "removed" out of their system but I rec'd no verification.Then was told they scheduled numerous appt's with me even tho I specifically insisted that they NOT do so. I insisted they cancel all app'ts with me immediately. They agreed to do so but w/o verification.Visited ATI today & asked for verification that I never used their services, I was not making any app'ts & would not contact them again. I repeated that I want to be removed from their system.I was told, "Once we have your name in the system, it can never be removed." I insisted my name be removed, & they said it wouldn't & couldn't be done. Gave them two written letters saying I have cancelled everything with them. They "tossed" the letters back & wouldn't keep them.I want firm verification from them that I am NOT listed in any way with their company. I never used them, I never had an app't, I never will use ******** want immediate legal verification from them that I am removed from their records & won't be scheduled by them or charged or contacted by them. To repeat, I insist I have them verify that I am NOT one of their **************** will not list me as one of their customers. I never used ******** will NOT be charged for services I never used or ever will use. I want no other contact with ATI except they verify I am not one of their customers.
Business Response
Date: 09/16/2022
Dear **************,
This response is in reference to case # ******** sent on 9/14/22. A review of your account was performed. No appointments are currently scheduled, no treatment was performed and thus you will have no charges, and no additional contact should occur. Your information has also been removed from our system.
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 **************.

***********************, PT, DPT, OCS
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 09/17/2022

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,

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

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ATI Physical Therapy is NOT a BBB Accredited Business.