Complaints

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

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  ATI Physical Therapy

  790 Remington Blvd Bolingbrook, IL 60440-4909

• 

  ATI Physical Therapy

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

• 

  ATI Physical Therapy

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

• 

  ATI Physical Therapy

  2032 New Castle Ave New Castle, DE 19720-7703

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  ATI Physical Therapy

  914 Justison St Wilmington, DE 19801-5150

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

• Initial Complaint

  Date:07/11/2024

  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 filing this complaint due to the poor management of patient communication options. Their system is set up in a manner which makes it very easy to be discharged as a patient. It is almost as if they are aiming for a high turnover in clients. For instance, if you call and are unable to get through to someone at their front desk to say you are running a few minutes late, they will discharge you after just TWO instances. There is no direct phone number to call for the office in case of emergency or issue, and you are put on a long hold to reach a call center with staff that is incompetent and has no sense of urgency. If you can get through, they might connect you to your local office, but by then almost ten minutes has passed. If you are a patient on foot walking there or trying to drive a car, this can be virtually impossible. Additionally, upon entering the building at this location, the elevator is often stuck and the wait time can be longer than 5 minutes. So if you are running late due to traffic and get stuck waiting for the elevator, suddenly you have no physical therapy care. Its beyond ridiculous.To uphold this strict discharge rule and patients without care is absurd. ATI needs to improve their communication options if they intend to actually help people get better.

  Business Response

  Date: 07/26/2024

  Dear **********************,
  
  This response is in reference to case #******** submitted on 7/13/24. A thorough review of your account was performed by our Director of Compliance and Audit. Your concerns were elevated to the District Director who manages the clinic. Our records indicate the District Director called and left a message on 7/12 to discuss your concerns. We recommend continued conversations with the District Director who can address your concerns personally.
  
  We appreciate your comments as it is the goal of the organization to continually improve and provide quality care in a friendly and encouraging environment.  ATI will continue to utilize this feedback to improve our services and communication with our patients. If you should have any further questions and prefer not to speak with the District Director, please contact our *************************** at 855-MY-ATIPT *************) to discuss. 
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 21977437
  
  I am rejecting this response because:

  I received a voicemail from a young-sounding female who claimed to be with ATI. She sounded rushed and disinterested. I do NOT wish to discuss this over the phone. I need an actual paper trail. 
  

  Additionally, my initial complaint left out something I felt uncomfortable sharing but I will share it now. The main therapist at the ************** on ***** was attempting to apply kinesiology tape on my shoulder at my first appointment. He suggested we go into a private room so I could take off my shirt to make it easier for him. I was shocked at this and it seemed very unprofessional and I felt unsafe as a female. I declined his offer, and instead just stretched the neck of my shirt so he could reach my shoulder. 
  After that instance, my appointments with him were transferred to other practitioners or I was canceled on because he was sick. I found this to be very odd. 
  

  Any further communication I have with your business will be in writing. Do not call me. 

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

• Initial Complaint

  Date:07/09/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attended 7 sessions of Phys Ther with ATI, with goal of learning exercises to perform on own @home. On 1st visit, I asked person @desk how I would be charged/how much each visit would be. She stated it would only be $10 &that my insur would cover rest.At my 1st session, told manager what goals were, & script from my doctor showed how many sessions I had, easy task to get done within number of sessions because it was simply for them to show me exercises to perform.Attended 7 sessions before ever receiving bill & was completely unaware of how charged for each session(charged per 15 min)-2/22/24, 2/27/24, 2/28/24, 2/29/24, 3/5/24, 3/6/24, 3/7/24 my first bill arrived 3/20/24. & they used tool that was not explained to me the charge-$96 for 5 min of use, a tool I stated that I have at home & can do at home. Each session there, I performed exercises previously shown, & they charged me to do exercises I knew how to do added a few more, which kept me there an hr. Had I known I was being charged for each 15 minutes, I would have done the 8 minute warmup at home, asked to see the new exercises, and performed the previous ones on my own. And I would NOT have said yes to using a massage gun that I I have & use at home. The amount I am being charged is completely unfair because I was not aware of how charges were made until after 7 sessions had occurred. I immediately stopped attending had I known after 2nd session, would have stopped then.have made several efforts to speak w someone about this bill, they tell me someone will call to discuss, & no one has & I continue to get no resolution, other than them offering discount to pay balance remaining. I would like for them to adjust bill & take off 30 minutes from each visit as well as amount they charged each time they used massage gun. Had it been explained to me up front how charges were made, I could have made decision then on how much I would want done based on $$ I had set aside for phys. therapy.

  Business Response

  Date: 07/23/2024

  Dear **********************,
  
  This response is in reference to case #******** submitted on 7/9/24. A thorough review of your account was performed by our Director of Compliance and Audit. Our records indicate that you signed our Notice of Financial Responsibility which details potential deductible,co-payment, co-insurance cost, and/or limits placed on treatment from the insurance company. This notice states, Your insurance requires payment towards your deductible. We will take a payment towards that deductible 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 you received. 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. Additionally, the amount you mentioned in your complaint is the billed amount to your insurance. The patient responsibility in the form of a deductible, co-pay, and/or co-insurance are based off the allowable amount that the insurance pays for services and not the billed amount. Your Explanation of Benefits (EOB) from the insurance company will detail the allowable amount for the services provided. Additionally, a review of the documentation confirmed that all treatment and billing was performed within industry standards.
  
  Our records indicate that our Patient Advocate team spoke with you in the last month to discuss your concerns and provided a solution. We kindly ask that you return that call to discuss your account.   
  
  ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. Please contact our Patient Advocate Team at 855-MY-ATIPT,option 2, with any additional concerns.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

• Initial Complaint

  Date:07/01/2024

  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.

  Began physical therapy in February. I went on a payment plan once insurance had paid their portion. I stayed in therapy about a month too long per their recommendation. It became evident that I was not improving with their exercises. I sought a second opinion through an orthopedic surgeon and learned the treatment rendered was not effective and the length of time was too long. I spoke customer service and asked for concessions to be made for this situation. I was offered a 15% discount off of my $1855.00 bill, but also told that manager at a higher level would look at the bill. When I logged on to my bill on 06/24/24, it showed a balance of $12.50. So I thought a majority of my bill had been comped as a result of raising it up the ladder. However, on 06/26/24, I was billed for $167.50. I'm confused as I think I only owe $12.50. When I called in to ask about this, I was told by ***** that the $12.50 was a mistake and the system made an error, and I still owed $1687.50. However, they wanted to start the 15% off payment plan now that my balance was $1687.50. I had to talk to multiple people to even get the 15% off my old balance. I finally got in contact with someone who acknowledged this and attempted to adjust my account. The site then showed a balance of $445.75, which they said was also incorrect but that it would be correct in 48 hours. Checking again on 07/01/24, it is not. I was improperly diagnosed and treated by ATI and kept in therapy too long. Now I am being strung along, first believing my balance was comped and even then still unable to get an actual figure. The fact that I can't get in contact with anyone that knows how to have the system reflect what I actually owe shows a lack of transparency unbecoming of such a sensitive industry. I feel like this company keeps people in therapy to milk their insurance and run up debt, as well as keeping in me in therapy despite me saying I wasn't responding. After having dealt with all this, 15% is not enough.

  Business Response

  Date: 07/12/2024

  Dear ******************,
  
  This response is in reference to case #******** submitted on 7/1/24. A thorough review of your chart was conducted.  The result of this process concluded that the services were provided in accordance with industry standards and the documentation supports the appropriateness of treatment in relation to your condition and the diagnosis on the MD script. Despite this, ATI offered a customer service discount. After review of the billing ledger, it was determined that the incorrect discount was applied to the account and that was corrected and is now accurate. Our records also indicate that you set up a monthly payment plan that starts at the end of the month. Finally, the screen shots that you provided show the total balance at the top of the picture. The amounts you describe in the complaint are payment amounts and not the balance.
  
  ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. Please contact our Patient Advocate Team at 855-MY-ATIPT,option 2, with any additional concerns.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

• Initial Complaint

  Date:06/24/2024

  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.

  Summary: ATI owes me $80 for over payment that happened in May of 2023.*** refused to refund my money until my insurance company paid all claims. ATI submitted 3 of 20 claims with the wrong group number. After calls with ATI in October of 2023, March of 2024, April of 2024 and May of 2024, they still didn't resubmit the 3 questionable claims with the correct group number.In June of 2024 I resolved the claim issue with a 5-minute call with my insurance company.ATI now has been paid for all claims and agrees I'm owed $80 but will not credit the money back to my credit card until their back office investigates. I have no faith in their back office, since they could not resolve a simple group number error for over a year.The therapy was good. I would hate to see a good therapy company lose business because of an incompetent billing organization. I hope ATI reviews the details documented in the attached letter, does an investigation into the issue's systemic root cause, and implements robust corrective actions to become a better company in the future.

  Business Response

  Date: 07/05/2024

  Dear ************,
  
  This response is in reference to case #******** submitted on 6/24/24. A thorough review of your account was performed by our Director of Compliance and Audit. ATI has recognized that a refund is required on the account and will mail a check on 7/10/24 via Priority Mail.
  
  Your interaction with our Patient Advocate team was also reviewed. ATI regrets the frustration that occurred with that interaction and appreciate your feedback. This feedback will be utilized to improve our services.   
  
  ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. Please contact our Patient Advocate Team at 855-MY-ATIPT,option 2, with any additional concerns.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

  Customer Answer

  Date: 07/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I find that this resolution is satisfactory to me as long as the refund check with the correct amount is issued per ATIs response.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/05/2024

  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 UTILIZES DECEPTIVE PRACTICES TO GET PATIENTS INTO THEIR FACILITIES FOR SERVICES. I INITIALLY CALLED ATI SCHEDULING AT ************ AND ASKED FOR THE COST OF EACH PT SESSION. I WAS TOLD THAT THE FIRST VISIT WAS A LITTLE HIGHER BECAUSE OF EVALUATION. I WOULD THEN PAY $50 EACH TIME AND THE REST WOULD BE COVERED BY INSURANCE. THEY TOLD ME THAT IT WOULDNT BE MUCH MORE THAN $100 SINCE SELF PAY IS ONLY $113 FOR EACH SESSION. I AM BEING BILLED $293.00 FOR EACH SESSION THROUGH MY INSURANCE COMPANY AND THEY SAID I HAVE TO PAY IT AS IT IS GOING TO MY COPAY. THEY ARE GOUGING THE INSURANCE COMPANY AND LIED TO ME TO GET ME AS A PATIENT. I AM ONLY WILLING TO PAY THE $113 THAT I WAS TOLD WOULD BE THE MAX ****** FOR EACH VISIT WHICH WOULD BE THE SAME AS A SELF PAY PATIENT. I WOULD HIGHLY DISCOURAGE ANYONE FROM UTILIZING ATI!! I AM NOT ALONELOOK AT ALL THE COMPLAINTS FILED AGAINST THEM!!

  Business Response

  Date: 06/18/2024

  Dear *************************,
  
  This response is in reference to case #******** submitted on 6/5/24. A thorough review of your account was performed by our Director of Compliance and Audit. Our records indicate that you signed our Notice of Financial Responsibility which details potential deductible,co-payment, co-insurance cost, and/or limits placed on treatment from the insurance company. This notice states, Your insurance requires payment towards your deductible. We will take a payment towards that deductible 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 you received. 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. Additionally, the amount you mentioned in your complaint is the billed amount to your insurance. The patient responsibility in the form of a deductible, co-pay, and/or co-insurance are based off the allowable amount that the insurance pays for services and not the billed amount. Your Explanation of Benefits (EOB) from the insurance company will detail the allowable amount for the services provided.
  
  Our Patient Advocate team recently contacted you to discuss your concerns. We kindly ask that you return that call to discuss your account.  
  
  ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. Please contact our Patient Advocate Team at 855-MY-ATIPT,option 2, with any additional concerns.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

  Customer Answer

  Date: 07/09/2024

   
  Complaint: ********
  
  I am rejecting this response because: 

  This is in response to complaint #********.  ***********************, Director of Compliance and Auditing from ATI Physical Therapy responded to my complaint and said that their records indicate that I signed their Notice of Financial Responsibility.  I am in the healthcare field and I totally understand that I signed their Notice of Financial Responsibility.  I also understood what the notice stated...that my insurance requires payment towards my deductible and they are required to collect that deductible amount.  That is not the problem or what I am protesting.  Before I started therapy sessions at ***, I asked what the amount that I will be paying and what amount they will be charging for each session.  They told me that each session would be billed no more than $113. and that I would have to pay $50 up front for each session and I may owe the rest until my deductible has been met.  They told me that the amount would be no more than $113 since that is what a cash paying patient pays and since I have insurance, it may be a little less than that.  This is what I was told by ATI.  Why are they now billing me 3 times that amount since I have insurance.  As I mentioned, ATI utilizes deceptive practices to get patients into their facilities for services.  

  
  

  One of ATI Patient Advocate Team Members, ******** from ******, IL left a message for me on my cell phone.  I have tried calling back this ATI Patient Advocate Team member several times at ************.  I have left 3 messages for her to date and have not received a call back.  Very poor customer service.  

  
  

  This is extremely frustrating.  As I mentioned, I am in the healthcare field and if I conducted business the way ATI is conducting their business by misleading patients, I would have been terminated a long time ago.  It is just a shame that they are still in business.  I have spoken with the physician who referred me to ATI.  She said that she refers a number of patients to ATI and it is very disappointed in what has transpired.  

  
  

  I would like to reopen this complaint as the response that I received from ATI was not acceptable.

  
  

  Thank you for your assistance.

  
  

  Kind regards,

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

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

  
  
  Sincerely,
  
  *********************** Titch

  Business Response

  Date: 07/12/2024

  Dear *************************,
  
  This response is in reference to case #******** updated on 7/9/24. Our records indicate that our Patient Advocate team is currently communicating with you regarding your concerns. We kindly ask that you continue to communicate with them to address your concerns.   
  
  ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. Please contact our Patient Advocate Team at 855-MY-ATIPT,option 2, with any additional concerns.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

• Initial Complaint

  Date:06/01/2024

  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 was injured at the workplace in March of 2023 and sought treatment with ATI for my injuries, which I received and were of high quality. My complaint is not with the treatment providers, but with ATI's billing department and corporate contact policies.I am owed a refund for co-payments of services made under private insurance coverage during the time that my worker's comp claim that was pending. During the time period of pending worker's comp status, I visited ATI 8 times, paying a $40 co-pay on each service date. The worker's comp claim was approved in June or July of 2023. I have been in contact with ATI since September, 2023, pursuing my refund. At each call I am asked to call back in ***** days to allow for processing time. I call back minimally every ***** days.ATI continues to assert that there are 3 open claims and that they will not issue me a refund until those open claims are closed. Per my worker's comp insurer, all claims for services under my private insurance have since been run through worker's comp with the worker's comp insurer reporting "open claims" dates of service payments were completed in November 2023, providing check numbers and dates for payment. Billing has not been able to reconcile the status of those dates of service despite calls made by me to that department every 4-6 weeks. When I call for assistance from ATI billing representatives, I get the same request to "please continue to be patient with us" or "please bear with us". When I request other departments to speak with (such as claims) I am told those are internal communication only. Higher levels of management within billing give me the same response as initial representatives. When I ask for corporate contact information, I am redirected to the "number on the website" which, when dialed, puts me right back into the billing department phone tree.ATI Case I.D. number: ******** Dates of service: 4/25/23 (paid 11/15/23), 5/16/23 (paid 11/22/23), 6/2/23 (paid 11/22/23)

  Business Response

  Date: 06/13/2024

  Dear ************,
  
  This response is in reference to case #******** submitted on 6/2/24. A thorough review of your account was performed by our Director of Compliance and Audit. Following our review, it was determined that a refund was appropriate. The refund was mailed on 6/12/24.
  
  Additionally, your interaction with our Patient Advocate team was also reviewed. ATI regrets the frustration that occurred with that interaction and appreciate your feedback. This feedback will be utilized to improve our services.   
  
  ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. Please contact our Patient Advocate Team at 855-MY-ATIPT,option 2, with any additional concerns.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

• Initial Complaint

  Date:05/29/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My neurosurgeon put in an order for physical therapy on my left shoulder on February 8th 2024. I was told by my PT therapist it was submitted by ATI to Comagine for approval on February 23rd, 2024. It is now nearly June 2024 and still nothing. I've had to repeatedly ask over and over again for time extensions on a previous PT order for my lower back because the time frame approved was only 3 weeks for 12 sessions which was not long enough and apparently whoever is responsible at ATI for submitting to L&I for approval and to their governing health authority comagine is not doing their job! For previous problems like this with great difficulty I was finally able to get through to what was called their escalation department and a woman named ******* @ **********. A few months ago with an earlier issue she called me back once told me she would investigate and call me the beginning of the following week and never did. This was about problems with the first lower back order and me being told contradictory information by several ATI representatives about whether it had been approved or not by L&I. She never called back then and I've left at least 5 to 7 voicemail messages for her since then and she has never called me back! How is one supposed to get these failures resolved if even their escalation department doesn't respond? At present it took my wonderful PT therapist who is very very busy with clients to have to take time out helping clients to do someone else's job in following up the submissions or the neglecting of submissions in order to help me get my sessions approved. The PT order for my left shoulder has still never been followed up on apparently by ATI's department responsible for submitting for approval to insurance! I want to make it clear that my PT therapists at the ******* location are all outstanding but ATIs back office is horrible to say the least!

  Business Response

  Date: 06/06/2024

  Dear ****************,
  
  This response is in reference to case #******** submitted on 5/29/24. A thorough review of your account was performed by our Director of Compliance and Audit. Our records indicate that our Patient Advocate team is currently assisting you with the authorization process.  
  
  ATI is reviewing the concerns you voiced. ATI regrets the frustration that occurred with that interaction and appreciate your feedback.This feedback will be utilized to improve our services.   
  
  ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. Please contact our Patient Advocate Team at 855-MY-ATIPT,option 2, with any additional concerns.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21775003
  
  I am rejecting this response because:

  It really amounts to a non-response and not much of an apology really. I'd like to see a more sincere apology for totally dropping the ball on my shoulder PT order for for 5 months.

  The department responsible for submitting for approval to comagin has still been incredibly difficult to deal with telling me that I have to have an evaluation of my shoulder before they can submit for approval to Comagine when last year that was never the case and obviously a client does not want to have to pay out of pocket for an evaluation visit when there's no guarantee that it will be approved by ********!  Given the number of billing issue complaints on this website It's understandable why one would want approval before any visits to PT! It seems to me that the communication between that department and the lady ******* from the escalation department who has now been helping me has been erratic with her being told different things by different people. 

  I do want to amend my complaint about ******* as now she has been extremely helpful. Not sure why all those phone calls over the last few months were never returned but she has more than made up for it recently by bending over backwards to try and get this all straightened out. 

  I think The real problem is with the authorization department not paying attention enough to what orders that come in actually say and then really being proactive in helping the client get their approval request done so that they can either start or continue their therapy! In all honesty my impression of the back office handling of things is that it's disorganized lacking in good communication and not really motivated to do the best job possible. Obviously from the number of complaints on this BBB website there are systemic issues with ATIs handling of billing and back office issues!

   

   

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

  Business Response

  Date: 06/13/2024

  Dear ****************,
  
  This response is in reference to case #******** updated on 6/10/24. As stated previously, ATI appreciates your feedback as the organization's goal is to continually improve and provide quality care in a friendly and encouraging environment. ATI does use this feedback to improve our services and communication with our patients. 
  
  ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. Please contact our Patient Advocate Team at 855-MY-ATIPT,option 2, with any additional concerns.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21775003
  
  I am rejecting this response because: this company's response is basically composed of what reads as pre-written wrote responses. Still do not feel like any meaningful apology was given for dropping the ball for 5 months on my PT shoulder order. As it stands right now I have an evaluation scheduled for next Tuesday and we'll see if after jumping through that hoop the *** approval department manages to get this submitted properly to comagine. I want to wait and see if they actually get this done before I close out this complaint. Both ******* in escalation and **** My therapist at the ************ branch in ******* have had to spend I don't even know how much time trying to get this done when it's not even their job. A rote response does not come across as heartfelt or that anyone really cares about improving the performance of the department responsible for submitting to various insurances for therapy approval. If the department responsible for submitting for approval to insurance gets it done this time and in a timely way since it's already been since February 23rd I've been waiting, then I will close out this complaint but a sincere apology would have been not only appropriate but appreciated.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/23/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was approved by insurance to *********** physalis therapy sessions. I had ******** at that time. Its been ***** months back that this session of PT was taken. First evaluation was free as I had to fill in paperwork. I categorically asked out of pocket charges , I was clearly told , you owe Nothing. ATI Physical therapy has a history of billing wrongly to customers. After a year how has this bill of $738 suddenly arrived for a very low quality service for which the insurance has already paid $1681? ATI didnt adhere to law of No surprise act of billing and insurance. Patient is also protected under TDI ********** of insurance. I will also Complain to the Texas medical board. Extremely unethical of ATI P therapy to resort to extortion. I need this bill ********* Remove my name from credit reporting for wrong and unethical billing. Stop harassing customers without clearly giving them any quote. Im mentally stressed and getting panic attack. I have tried to call Their call center spoken to ****, *** in billing.

  Business Response

  Date: 05/06/2024

  Dear ************,
  
  This response is in reference to case #******** submitted on 4/23/24. A thorough review of your account was performed by our Director of Compliance and Audit. The signed Notice of Financial Responsibility and the signed Consent to Treat reviews your insurance information. Both notices state 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. ATI cannot be responsibility for any information that is obtained directly from your insurance carrier that is later deemed inaccurate. Our records indicate that our Patient Advocate team contacted you on 5/1/24 to review that your insurance is firm that ATI is Out of Network and will not process any claims.Our records also indicate that you refused the discount provided by our Patient Advocate team.
  
  ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. Please continue the discussion with our Patient Advocate Team to address any remaining concerns. Thank you.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

  Customer Answer

  Date: 05/13/2024

  Complaint: 21613332
  
  I am rejecting this response because: Hello This is to inform you to please keep this complaint active. I have not received any response from ATI physical therapy, I have tried to call their billing and have logged in complaint but didnt receive any response. Please do not **** it as resolved . Its not been resolved. Thanks.  
  
  Sincerely,
  
  Priyanka Behl      

  Business Response

  Date: 05/15/2024

  Dear ************,
  
  This response is in reference to case #******** updated on 5/14/24. Our records indicate that you spoke with our Patent Advocate team on 5/14/24. This call reviewed the findings regarding your case and that the remaining patient balance is accurate. ATI has appealed your case with your insurance company, and the insurance company denied those appeals. If you have any additional concerns, they should be directed to your insurance company. It is ultimately your responsibility to be aware of your insurance coverage,limitations, and terms and conditions of your policy.
  
  ATI Physical Therapy continues its commitment to honesty, integrity, and upholding the highest standards of professional conduct. Please continue the discussion with our Patient Advocate Team to address any remaining concerns. Thank you.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

• Initial Complaint

  Date:04/22/2024

  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. I am reaching out in behalf of my mom who was a patient from September 2023- November 2023 last visit being 11/2/23. Every visit she owed a co pay of $50 only once in the beginning her second visit she paid $100 because she missed the first time. After her time was done with ATI she received a statement saying she owed $23.02 and she paid that on Dec. she later received ANOTHER bill saying she owed $50 which was confusing now so we called ATI billing number and they assured it was a mistake and even refunded the $23 or at least thats what we were told, a refund of $23 and told to disregard the remaining amount due now shes been receiving a bill of $100 since February and my question is why? And why did she owe and for what?? Its unclear and my mom even went to the office she used to visit and was told they, they themselves didnt understand why either. Please help

  Business Response

  Date: 04/24/2024

  Dear ****************,
  
  This response is in reference to case #******** submitted on 4/22/24. ATI would like to investigate this issue further. Please provide your mothers name and date of birth so we can review her account.
  
  Thank you.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

• Initial Complaint

  Date:04/22/2024

  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.

  THE COMPANY SAVED MY DEBIT CARD INFORMATION IN THEIR BILLING SYSTEM WITHOUT MY PERMISSION AND DEDUCTED MONEY FROM MY ACCOUNT WITHOUT MY PERMISSION. THEY HAVE OFFERED NO EXPLANATION AS TO WHY THIS WAS DONE AND NO APOLOGY FOR THE FRAUDULENT ACTIVITY

  Customer Answer

  Date: 04/23/2024

  The dates I complained were in August of 2023 and December 2023.

  Business Response

  Date: 05/02/2024

  Dear ************,
  
  This response is in reference to case #******** submitted on 4/24/24. A thorough review of your account was performed by our Director of Compliance and Audit. A review of the payments that were performed show that a CHIP Read occurred at your first payment which indicates that you presented the card for the payment. The next two payments show that transactions were keyed which means the clinic manually performed the next two payments and the clinic would have asked for your permission to process the transaction. ATI only charged your card with your permission which has left an $80 balance on your account.
  
  ******************** continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. Please contact our Patient Advocate Team at 855-MY-ATIPT,option 2, with any additional concerns.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21611256
  
  I am rejecting this response because:
  It is not true!  When i called the ***************** to questions the charges, the therapist informed me that SHE put the charges through BECAUSE MY CARD INFORMATION WAS SAVED IN THE SYSTEM!! THIS WAS DONE WITHOUT MY PERMISSION!!!!!!  No one asked me if I wanted to pay the $40.00 co-pay!!  I DONT DISPUTE THE $80 BALANCE.  I have a problem with your policies to perform practices that are fraudulent!!!  

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

  Business Response

  Date: 05/06/2024

  Dear ************,
  
  This response is in reference to case #******** updated on 5/3/24. Our records indicate that the payments for the co-pay occurred on the dates you attended physical therapy. Our employees are trained to ask for permission before saving card information and prior to charging cards for co-pays. ATI regrets any frustration that occurred with communication regarding payments. Our records indicate that our Patient Advocate team spoke with you as recently as 5/2/24 where you declined our offer to attempt a reduction in the remaining balance. The account is placed with PFC and you must work with them to resolve the remaining account balance.
  
  ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. Please contact our Patient Advocate Team at 855-MY-ATIPT,option 2, with any additional concerns.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21611256
  
  I am rejecting this response because:
  I did not decline an attempt to reduce the balance!!! The advocate ****** was supposed to get back to me with the results of that request!!  Im not sure who youre obtains your facts from but they are UNACCEPTABLE AND INCORRECT SIR!!!!!!!!!
  Sincerely,
  
  *******************

  Business Response

  Date: 05/10/2024

  Dear ************,
  
  This response is in reference to case #******** updated on 5/6/24. As stated in our previous response, our representative was going to attempt to see if an offer could be made with PFC.ATI did not provide any discount. PFC is now handling your account and you need to speak with them to settle the remaining balance.  
  
  ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. Please contact PFC to discuss your remaining balance.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy