Business Profile

Health and Wellness

ATI Physical Therapy

Headquarters

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Complaints

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

Customer Complaints Summary

136 total complaints in the last 3 years.
37 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/12/2022
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 started physical therapy with ATI physical therapy on August 18,2022. It has been over 4 weeks and ATI has still not filed any claims with my insurance company: ********** Blue Shield of Michigan. I have reached out to ATI through phone and email. Everytime I reach out I am given a different response. As I have told ATI many times I need them to submit the claims so I can receive an explanation of benefits because I need to be reimbursed for my copays through my FSA account. I have had to put these copays on my credit card which has resulted in interest due to the slow claims processing. ATI needs to do their job and file the claims immediately with my insurance company
Business Response
Date: 09/16/2022
Dear **************,

This response is in reference to case # ******** sent on 9/12/22. A thorough review of your case was performed. Our ****************** states your insurance company has asked ATI to hold submitting claims until they (the insurance company) can complete an update in their system. We are working with them to determine if and when the hold can be removed. Claims will be submitted to your insurance company once they remove the hold.
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: 09/16/2022

Complaint: 18013763

I am rejecting this response because:This is a lie. I have contacted ********** Blue Shield and they stated that the claims can be submitted. It also does not explain why it has taken ATI a month to **** ********** Blue Shield. As I have stated multiple times, I need to be reimbursed through my FSA. Every time I call ATI, I receive a different reason: my account wasn't ****ed because they didn't know my surgery date or because they are still processing. Stop making excuses and do your job

Sincerely,

*************************
Business Response
Date: 09/27/2022
Dear **************,

This response is in reference to case # ******** updated on 9/20/22. Following our previous communication, ATI continued to communicate with your insurance company regarding the status of the claim hold they enacted. ATI recently received an update from your insurance company that the hold request was removed.Claims were sent to your insurance company for processing.
ATI regrets any frustration that the billing 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 **************.

***********************, PT, DPT, OCS
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 10/01/2022

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:09/12/2022
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 am 62, diagnosed with obesity and COPD. I asked my doctor if physical therapy would help and was given a referral for ATI physical therapy. I have a high deductible on my insurance, so I called ATI and asked how much it would be. I was told around $40. When I went for my one and only visit, I was told it might even be $20. Due to my health, I was only able to go for one visit. We had set up a twice weekly schedule, I called ATI and told them i would not be able to meet the next scheduled appointment and I wanted to clear my bill. I was told to take care of this on my next office visit. I received a bill from ATI for $126.38. When I called them and explained my issue, their response was that I have a high deductible. I told them that when i first called them, and at my first and only office visit that i have a high deductible, that is why I called for a pre-authorization. They had my insurance information. It was not a surprise to them that I had a high deductible.They misrepresented themselves and my expected bill, to get me into their office for a visit. Once there I was obligated to meet their extremely high cost of $1,011.04 a month. When calling them, they offered to make payment plans. I told them that they deliberately lied to me and that I was hustled. A payment plan does not negate the lie, or the hustle. I cannot afford a $1000 a month, I never would have gone.
Business Response
Date: 09/16/2022
Dear **************,

This response is in reference to case # ******** sent on 9/12/22. A thorough review of your case was performed. All billing and treatment fall within industry standards. *** performs complimentary reviews of insurance benefits with patients prior to starting care. This notice provides an estimate of 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 documented that the insurance deductible was not met and You will receive a billing statement for the difference between payment made upfront and the amount your insurance allows for each visit. Should there be a deductible for the patient, any unmet amount may result in a larger patient responsibility for treatment that is provided. ATI regrets any frustration that occurred with communication regarding cost estimates.
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:09/10/2022
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 had an appointment on 8/29/22. The website states, and it was verbally confirmed on MULTIPLE occasions, via phone and in person, by the receptionist, that the first appointment is a FREE COMPLIMENTARY evaluation. However, they billed my insurance then billed me on 9/10/22 for $35.88.
Business Response
Date: 09/16/2022
Dear ************,

This response is in reference to case # ******** sent on 9/10/22. A thorough review of the case was carried out and an interview of the Clinic Director was performed. *** performs complimentary injury screens which lasts ***** minutes and include no treatment. These screens are used to determine injury severity, if physical therapy would be an appropriate treatment option, and if a referral to a physician is required to address the injury. The review of the chart and discussion with the clinic director indicates that an evaluation was requested and performed, a plan of care was created, and treatment was provided. These skilled treatments are billed to your insurance in accordance with the contractual obligations with your insurance company.
ATI regrets any 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, OCS
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 09/16/2022

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:08/19/2022
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 have been going for PT since August 6,2022. I have already had 4 sessions, and in each of these four session I requested ice baths, due to my pain level, and that it helps me after having a session. Each time I was told there is no time for that. As a client, and that someone that is enduring pain, and is in need of those services, I don't think it is okay to be denied each time you have a request. I understand the first two times, as the physical therapist is getting accustomed and making sure I get my PT in, however, after you first two initial visit what the client needs should be at the for front. This has been very disheartening and hard for me as I don't feel heard.
Business Response
Date: 08/25/2022
Dear **************** ******,

This response is in reference to case # ******** sent on 8/19/22. Your concerns were discussed with the treating clinician. The clinician plans to discuss these concerns with you in person at your next visit.
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
Customer Answer
Date: 08/30/2022

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.

Best,

************************* ******
Initial Complaint
Date:08/15/2022
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.
On June 21,2022 I called *** **************** Services regarding the bill I received. On this bill it showed that I received 1x1 provided patient treatment which I disputed. The representative ****** that I spoke with advised I would need to call the location that I had the services performed at in order to find out what CPT codes were used exactly. Called the *** Seneca location at 12:17 p.m. - spoke with ***** and advised what services I needed to have looked into as I was disputed the services provided. On July 5, 2022 I called the *** Seneca location again as I have not received a response to my inquiry. ******* stated that ***** no longer worked there. When I explained the situation he stated he did not know what CPT code was and wanted me to call patient advocate services again. ******* then said he would take a message for the clinical director.Later that day at 12:11 p.m. I received a call from ******* to discuss my EOBs. We discussed my EOBs and she stated that the massage charge provided was warranted because my knee cap was adjusted to be taped. (I indicated the same process was completed the last session and I was not charged for it.) Regarding the 1x1 sessions charges she was looking into it to find out what the rules were if they are similar to ********* Please note: ******* had received my message and information from ***** however failed to call back within a timely manner. On July 19, 2022 I attempted to call ***'s ************ but kept be rerouted to their automated system. I then spoke with patient advocate again and was told to call my insurance company again. This was an unacceptable response so I called back where I spoke with *****. ***** was extremely knowledgeable and was helpful at that time. She reviewed my account and said that it does not show that I was billed for 1x1 sessions (even though ******* showed it.) At this time she said she was going to send it back to be reviewed As of today 8.15.2022 I have not received a call back.
Business Response
Date: 08/19/2022
Dear ********************,

This response is in reference to case # ******** sent on 8/15/22.A thorough review of the case was carried out. All billing and treatment provided fall within industry standards. A review of the billing performed by the clinician shows that all treatment and billing fall within industry standards. ATI has contractual obligations with the insurance carrier responsible for payment of services, and fees are established by this agreement. 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 is frequently billed. This is variable based on specific insurance rules. 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, aquatic 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. Lastly, should there be a deductible for the patient,any unmet amount may result in a larger patient responsibility for treatment that is provided.
ATI regrets any frustration the insurance process caused and will utilize your feedback to improve communication between staff and 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, OCS
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 08/20/2022

Complaint: 17716845

I am rejecting this response because:
The response received from ATI did not answer my question(s). Attached you will find a copy of the EOBs I received. I have highlighted the days/services where ATL claims I received one to one services. ATI is not set up to support one to one therapy. Every session I had was overlapped with another patient. On one occasion I was called back with someone at the same time. Therefore, the codes used on these days are not valid.

5.3.2022
5.11.2022
5.17.2022
5.19.2022

For the dates noted above I was charged $102.43 for each visit - an additional charge of $32.71 ($78.00 before insurance) for one to one services was added. This is the very first line on each EOB. *****, the Patient Advocate Supervisor, stated that when she looked in my patient chart there was nothing that would indicate that I should have been billed for a one on one session. ***** was going to compare the other EOBs against the dates provided to understand why this charge appeared. She would work with the location I received the services at and my insurance company.
If my appointment times are reviewed you can clearly see that I was never in a position to receive one on one services. Even if we followed the process for ******** billing, 10 and 5 - it still would not be justified. Just as quickly as you are set up the therapist is running off to work with someone else they left waiting. Ultimately, patients are left to their own devices when waiting for whomever they were working with that day while they finish with someone else. How is the time waiting for the therapist to return accounted for? It isn't, ATI charges you while you wait.
The 4 EOBs should be adjusted and/or my bill credited in the amount of $130.84, leaving me with a balance of $273.33.

Sincerely,

***********************************
Business Response
Date: 08/31/2022
Dear ********************
This response is in reference to case # ******** sent on 8/22/22.An additional review of the account shows that billing and treatment fall within industry standards. *** follows the billing and supervision rules contractually agreed upon with your insurance company. The ******** billing process that you mention in your reply does not apply in this scenario. Physical therapy is billed according to the **************************** (AMA) CPT code book and billing procedures mentioned in the previous reply.
ATI regrets the frustration that occurred and will apply a 10% customer service discount to your account. 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
Customer Answer
Date: 09/06/2022

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 their response does not clearly state why I was a billed for 1x1 services and what or how the time without a therapist is calculated I do not want to continue prying for answers.
I will ask that ATI update my bill to reflect the 10% discount stated and provide that to me as soon as possible.

Sincerely,

***********************************
Initial Complaint
Date:08/12/2022
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.
After being involved in an injury accident, I was prescribed physical therapy for injuries. I went to a therapist at ATI in their Kent/********** ******** and received treatment for this and a non-injury related treatment. They ran this as two separate claims as the non-injury would be paid by my health insurance/out of pocket. The injury claim was to be paid by the auto insurance of the person who hit me. ATI messed up on their billing and did not submit all or part of the bill prior to the case being closed. They waited nearly a year after that to suddenly start harassing me with paper and online bills for the money they were unable to collect. I have sat through multiple golds/calls to be told several times that they will look into it because this isnt right and they will get back to me. They have never contact me back and continue to harass me trying to bill me out of pocket.
Business Response
Date: 08/19/2022
Dear **************,

This response is in reference to case # ******** sent on 8/12/22.A thorough review of both cases were carried out. On the auto accident case, USAA advised our ****************** on 9/1/2021 that the case is a third-party liability claim and that they settled with you (the patient). This settlement would be used to pay any remaining patient responsibility for bills from ATI. ATI began sending statements for the remaining patient responsibility on 9/3/21.ATI received payment for this statement on 8/13/22 and this case is now closed.The private insurance case was also reviewed. It was determined that an overpayment occurred on this account and a $60 refund check will be mailed to the address listed.
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, OCS
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
Date:08/05/2022
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.
On June 30th, 2022 I was quoted $60 a session for physical therapy as a co-pay from ******. I requested the self-pay rate and ****** ensured me that the $60 through insurance was a better deal. Today I discovered I did NOT in fact have a copay- my insurance went straight to co-insurance. I have a high deductible plan, so my $300 total **** (5 visits at $60) has now become $600. Double the price. I was told multiple times by ****** that the $60 visit was the price. They are now stating they do not quote any insurance pricing and only give estimates. I would have never done PT if I had known this prior. I feel ****** mislead me on pricing and is now being unjust in attempting to charge double the quote. I feel they should honor the $60 rate.
Business Response
Date: 08/09/2022
Dear ******************,

This response is in reference to case # ******* sent on 8/5/22.A thorough review of the case was carried out. All billing and treatment provided fall within industry standards. ATI performs complimentary reviews of insurance benefits with patients prior to starting care. 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 can only provide cost estimates based on the information provided by your insurance company. In this instance, it appears your insurance company did not provide information regarding your unmet deductible. Should there be a deductible for the patient, any unmet amount may result in a larger patient responsibility for treatment that is provided. Payment provided at time of treatment is applied to your balance and the remaining amount is billed to the patient.
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, OCS
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 08/09/2022

Complaint: 17677118

I am rejecting this response because: that is not what I was told over the phone. I asked multiple times if $60 was the fee per session and if self paying would be better. I was told numerous times $60 would be the fee. If this was a "quote" from insurance, that should have been stated. That was NOT stated nor implied. The conversation was misleading and inaccurate. I also did NOT have a copy which they repeatedly told me I did. This is false. I feel they should honor the price I was quoted .

Sincerely,

*******************************
Initial Complaint
Date:07/26/2022
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.
I went to ATI at the beginning of this year for a shoulder injury that required surgery. I asked how much each visit would cost me multiple times because I have had medical companies **** me afterward, and it's always a shock. The receptionist Kiva told me that my insurance would cover the visit, and I would only need to pay the co-pay. I was flabbergasted when I received a **** from them in the mail. I called and asked what was going on, and the company said that was my responsibility. Even though I had asked multiple times before I consented to treatment what the cost would be to me. I have since received bills for different amounts for the same visits. There is no explanation on the bills, just that they are for the same dates and are different amounts. That being said, these are predatory billing practices, and I was completely lied to by the representative of the company Kiva. I have a right to know how much I'm paying for something before I agree to services, especially if I specifically ask before treatment. This type of practice should be illegal.
Business Response
Date: 08/04/2022
Dear **************,

This response is in reference to case # ******** sent on 7/26/22. A thorough review of the case was carried out. The Notice of Financial Responsibility is provided to patients and this document reviews a patients expected cost for treatment. Your signed Notice of Financial Responsibility states that you had an unmet deductible. The notice also states that Your insurance requires payment towards your deductible. We will take a payment towards that deductible at each visit. We require a payment of $20 at each visit. Please understand that this is just a payment towards your deductible. Since we are contracted with your insurance plan, we are required to collect the full deductible amount that is applied to the services received. The current patient responsibility is the payment your insurance company expects ATI to **** for treatment to your deductible. Once your deductible is met, then your insurance has a 20% co-insurance and not a copayment.

Treatment is based on a clinicians expertise, and they provide services they deem medically necessary. As with any medical intervention, a menu of options does not exist. Physical Therapy treatment is not billed per exercise performed, but by units as defined by the **************************** (AMA) CPT code book. 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 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, OCS
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 08/05/2022

Complaint: 17625720

I am rejecting this response because: almost all of the complaints on the BBB are saying the same thing as me ATi doesn't care about their patients and blatantly lies to them. The billing practices are predatory, and the only reason ATi responds to them is to keep their BBB rating intact. If I specifically ask what my out-of-pocket costs will be and I'm lied to multiple times then I'm consenting to treatment based on a falsehood. I would have not consented to treatment if I was told the truth. I specifically asked if I would be billed later and was told that I would not. In fact, this practice is in direct violation of the no surprise act and should be considered illegal.

Sincerely,

****
Business Response
Date: 08/12/2022
Dear ****************,

This response is in reference to case # ******** that was updated on 8/8/22. ATI provided a document prior to your initial evaluation that outlines the unmet deductible, co-insurance requirements, and that a potential for a **** could occur following treatment. 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. ATI regrets the frustration that the billing process caused and will apply a 10% customer service discount to 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, OCS
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
Date:07/09/2022
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.
I have been trying without success to resolve the over billing of my account. ATI is billing me when the reality is that they owe me money due to the over billing. I have provided the patient advocate escalation team with proof of payment from my insurance and from the credit card that they charged. I have also identified for them the discrepancies in their ******** on the account, e.g., duplicate charges on my credit card that ATI charged, but they do not appear on the statements that they sent to me. The account billing per the information received from ATI is from 12/21/2020 - 5/26/2021. I have repeatedly asked for an accurate accounting that includes all charges, payments and adjustments from my insurance and payments received from my credit card. Please assist me in resolving this issue. Thank You
Business Response
Date: 07/14/2022
Dear **************,

This response is in reference to case # ******** sent on 7/9/22. A thorough review of your case was performed for dates of service that occurred between 12/21/2020 through 5/26/2021. During that time, you had two accounts, ******** and ********. This appears to have caused the issues where payments may not have appeared on the expected statement. Our ****************** reviewed the payments on both accounts and applied the payments appropriately across both accounts. As it currently stands, the ******** account no longer has any patient responsibility left on the account and is closed. Following adjustments, the patient responsibility on the ******** decreased to $169.82. A new statement for just the ******** account will be mailed shortly. I have also provided a review of the remaining patient responsibility and payments 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 **************.
***********************, PT, DPT, OCS
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 07/22/2022

Complaint: 17542750

I am rejecting this response because: I cannot accept the resolution that they presented in my behalf to you (BBB). because they have not sent their documentation to me, as indicated in their response

Sincerely,

M *****
Business Response
Date: 07/28/2022
Dear **************,

This response is in reference to case # ******** updated on 7/25/22. Our records indicate a new statement was created and mailed on 7/21/22. Additionally, the aforementioned documents that reviews payments were attached on the previous response and can be found 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 **************.
***********************, PT, DPT, OCS
Director of Compliance and Auditing, Operations
ATI Physical Therapy

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ATI Physical Therapy is NOT a BBB Accredited Business.