Business Profile

Health and Wellness

ATI Physical Therapy

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health and Wellness.

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

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

If you've experienced an issue

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:04/18/2024
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 called the 800 phone number on at least 5 occasions, the last time was on 4/18/24 and I spoke to "****" - a supervisor. I spent over 2 hours on the phone with him, and on previous occasions with other agents. I have receipts for all of my 28 visits to ***. Each time I paid $5. Insurance paid too and ***s are attached. I'm attaching a sheet of how much I owe (the sum of the *** less the $5 paid on site), plus I paid an extra $2.90 at my last Dec. visit of 2023. They say I've only paid $137.90. The total that I owe adds up to $53.42. I'm willing to pay $58.42 as my time is not worth the $5. Yet, they won't take my payment. Believe it or not. Their accounting keeps coming up with even more that I owe but I do not owe more than this amount. My paperwork proves it. I could also attach every single receipt I got emailed to me from the onsite payments of $5 I made. I did send "****" the actual receipts of the ones he requested. But alas, I can't get them to take my payment. Calling the *********** is hugely frustrating. I'll be talking to one person then get transferred to another and have to start all over. I just want to pay my bill and get this over with. Thank you. (I'm also attaching screenshots from my credit card bills for several dates that they questioned I paid - as proof).
Business Response
Date: 04/26/2024
Dear ****************,

This response is in reference to case #******** submitted on 4/20/24. A thorough review of your account was performed by our Director of Compliance and Audit. Our records indicate that our ****************** contacted you regarding your concerns and have arrived at a solution. ATI regrets the frustration this process has caused, and thanks you for your feedback. ATI will utilize this feedback to improve our services 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
Initial Complaint
Date:04/17/2024
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 called two times the customer service line and explained to file these claimswith tri-care for life, my secondary insurance company and wrote them in march butit looks like ati wantsmto harass me. if they file with tri-care the bill will be paid. i will not respont to ati until they respond to my letter or send me a bill stated paid. i do not have time to keep writting them, not unless ati wants to pay me for my time, my rate is $500 (five hundred dollars per letter). please advise ati responding will not only insure a happy customer but also practice good business procedures.
Business Response
Date: 04/24/2024
Dear ****************,

This response is in reference to case #******** submitted on 4/17/24. A thorough review of your account was performed by our Director of Compliance and Audit. Our records indicate that five claims were not processed by your secondary insurance. ATI has resubmitted those claims to your secondary insurance. ATI regrets the frustration this process has caused and is utilizing your feedback 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: 04/25/2024

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:04/07/2024
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 keep getting a bill for copays that were paid at time of service. It is ***** and Im still getting bills. This company keeps trying to get money from their clients even after paid. How many patients paid them when already done so? This feels illegal. They never answer the phone or emails sent to address this. Something needs to be done with their billing department. I hate going to this place because this happens nearly every time I go. It is a waste of my time dealing with this.
Business Response
Date: 04/23/2024
Dear ****************,

This response is in reference to case #******** submitted on 4/8/24. A thorough review of your account was performed by our Director of Compliance and Audit. Our review indicates that you attended 18 dates of service with a $15 co-payment per visit resulting in an expected $270 patient responsibility. Our records indicate you have paid $270. ATI has updated your account, and you should no longer receive any more statements. ATI regrets the frustration this process caused and appreciates your feedback regarding 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:04/05/2024
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 started physical therapy with ATI *************** at intake/assessment in the end of Sept., 2023, starting actual PT in Oct., 2023. I received service at 2 locations due to physical therapy needs, starting in later Oct./Nov., at Oak Creek, as well. ATI reports that they "requested my auth extension for PT in early Feb.," and then I had a gap of nearly 2 weeks of PT from March 14 up until my return to PT on March 26. They reported to me at that time that ATI had "requested an extension of my auth time, as it ran through April 2." Having provided them exact instructions on marking it "Urgent/Expedite" on the request, as well as exactly where to send it, etc., I confirmed it should take 24hrs or less, up to ******************************************* to put through the auth. ATI continues to apparently LIE about the auth process, or has evidently opted NOT to follow the correct procedures, all of a sudden, obstructing my care in PT. I noted that I had an increase in symptoms, chronic pain, less mobility, and a decline in my progress, when PT is halted. This is called maleficence, in the medical world, as well as in the world of ethics (which I taught at colleges for 5yrs, prior to my accidents.) At the very least, do no harm, per medical ethics. I understand people are busy and that they make mistakes, but ATI has repeatedly lied about submitting my auth's, when they have been submitted, how they were submitted, etc., as though they are just trying to exasperate the customer, and that they evidently don't care what physical impact that has on my well-being. I am truly done being a toy that is played with, in the midst of everything I typically live through, having been through 2 major car accidents, and still trying to recover from the 5-16-23 one with permanent injuries I live with from the 12-31-18 semi accident. I would like ATI held accountable, their auth person re-trained, if that is the problem, & the root cause of why they obstruct my care RESOLVED ASAP. Thanks!
Business Response
Date: 04/15/2024
Dear ******************,

This response is in reference to case #******** submitted on 4/5/24. A thorough review of your account was performed by our Director of Compliance and Audit. Our records indicate that ATI attempted good faith efforts to obtain authorization for your care and ATI categorically denies performing the actions as stated in your complaint. Our records indicate that authorization for treatment was obtained, and you have continued treatment. ATI regrets the frustration that occurred and will utilize your feedback 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:04/01/2024
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.
ATI is a company that has highly qualified physical therapists that more often than not represent an excellent customer facing experience. The back office operations however have miles of room for improvement.In the last third of 2023 I attended 22 sessions delivered by the physical therapist at a location near me. During these sessions I would pay what was asked, $10, and proceed through all 22 sessions. At the end of October 2023 I ceased my physical therapy sessions for reasons that included having to see an orthopedic surgeon. I received no correspondence from ATI until February 2024. That correspondence was a billing statement where each of the 22 sessions that I had taken since August 2023 had some amount twice to four times as much in some cases than what I paid for at the time of my visit. Upon receiving the bill I called the customer service number and asked why I had not received any other statement prior to the one that I gotten mid February. I was told by the person at *** that they had sent me bills but they had all been returned. I find this peculiar because they successfully billed my insurance company which implies they have my correct address. In reviewing the bill I noticed the variance in the amounts being charged to me for each visit. Most, more than 70%, had some different charged in the previous visit. I told them that 90% of the time roughly 19 of my visits, where exactly the same. I asked them to explain how there could be a variance of up to $150 for services that were essentially the same visit over visit. They told me that I would be contacted within 14 days with regards to their internal investigation. 2 1/2 weeks later I received a final correspondence from a collection agency for the bill that was due. Once again I called and the representative said they had no record of me calling before. They are a victim of their own and incompetence's. There is no need for you to be part of that experience.
Business Response
Date: 04/10/2024
Dear ****************,

This response is in reference to case #******** submitted on 4/1/24. A thorough review of your account was performed by our Director of Compliance and Audit. The signed Notice of Financial Responsibility reviews your deductible and co-insurance percentage. This notice also reviews that ATI would collect a set amount at each visit but that We will not know your full co-insurance amount until your insurance begins to pay on your claims; therefore, you will receive a billing statement for the difference between any payments may upfront and the actual amount due. Physical Therapy treatment is billed by units as defined by the **************************** (AMA) CPT code book. Most units are defined by 15-minute timeframes and a unit is attained when the midpoint of that procedure is surpassed. 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 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.

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: 04/11/2024

Complaint: 21512135

I am rejecting this response because:
The response does not address the behavior the complaint is targeting. The did not bill me till 4 months after my last visit with my first visit being 7 months prior to the first bill. Or the commitment made to me about looking into the variance of charges for the same service provided. Lastly the use of a collection agency 14 days after recieving the first invoice. The last action on their part is not mentioned and therefore not acknowledged as customer facing practice that is promoting a customer facing adverse experience. The should listen to the tapes of the first conversation where they admitted to having the wrong address for months to finally get the right address without explaining how that actually happened.

Sincerely,

***********************
Business Response
Date: 04/15/2024
Dear ****************,

This response is in reference to case #******** updated on 4/11/24. Our review indicates that all billing and documentation is accurate. As stated in our previous response, a variety of codes are utilized by the treating clinician based on the patients needs and the plan of care provided. These codes and the time spent performing treatment can result in a variance in cost between treatment.

Also, as stated previously, ATI reviewed the interaction with the Patient Advocate team and regrets the frustration that occurred. We are utilizing your feedback 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: 04/15/2024

Complaint: 21512135

I am rejecting this response because:
At no point is there an explanation as to the cause of contentious interactions.
1. Why did it take 3 months after my last visit to receive any invoice statement in the first place?
2. Why did the initial call indicate an action where ATI would reach back out with a determination on the veracity of the service charges and actions performed to then have no attempt to reach back ever followed through on, even though on the initial contact call they said that it could take up to 14 days?
3. Why given that only a single invoice was received that the amount owed was turned over to a collection agency who then proceeded to attempt collections everyday day until I called ATI back? (See item 2) Told by ATI that the first call was not adequately captured surround the commitment to reach back to me.
4. What corrective action on the part of ATI is being taken to ensure that the previous 3 items will not be repeated again for any future customer?
Resolution requires a response to the above 4 questions.

Sincerely,

***********************
Business Response
Date: 04/23/2024
Dear ****************,

This response is in reference to case #******** updated on 4/15/24. As stated previously, ATI recognizes a breakdown in communication regarding your account occurred. ATI recognized that the wrong address was listed on the account resulting in a delay in the receipt of the statements. Our records indicate that a call to our Patient Advocate team occurred on 2/20/24 in which you voiced your understanding of the billing on the account. Our records also show that our Patient Advocate team attempted to provide additional solutions and alternatives regarding your bill during a call on 3/15/24, but you would not allow the representative to proceed and that you ended the call.

ATI utilizes the feedback received and other internal mechanisms to drive improvements in the interactions between our support teams and patients. The management of these concerns will occur internally. Our records indicate that the account is paid in full, and ATI considers this matter closed.

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:03/20/2024
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 utilized their service 5 times back in January of 2024. Each of these cost me a co-pay of $70, to which I was charged $420 for 6 trips, instead of $350 for the only 5 that occured. I have reached out to ATI customer service multiple times on the phone since, in order to receive the $70 over payment refund to no avail. Services rendered by *************** (at the *********** location) - as seen in the attached screenshot.
Business Response
Date: 04/03/2024
Dear ******************,

This response is in reference to case #******** submitted on 3/20/24. A thorough review of your account was performed by our Director of Compliance and Audit. Our records indicate that you attended physical therapy from 1/8/24 through 1/26/24 for 5 visits. While you attended physical therapy, ATI required additional information to address issues with insurance verification resulting in a delay in claims processing by your insurance. ATI continues to appeal the claims processing with your insurance and once that process is completed, any overpayment on the account will be refunded.

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:03/15/2024
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
02/16/23 Seen Dr, he recommended physical therapy, I had met my MAX OUT OF POCKET for in-network insurance. My #1 requirement for a referral is they must be in-network.03/14/24 Referring Dr called ATI, confirmed they were in-network. I have a signed letter from Drs practice manager confirming this 03/27/23-05/03/23 - Visited ATI 11 times, 1st visit, confirmed again they were in-network, never asked for payment, and never was asked to sign a "Notice for Financial Responsibility" Sign at front desk clearly states, "Payment is due at time of service." The amount I was asked to pay at each visit was $0.06/23 - Get bill from ATI for $1604.29. I call ATI, billing says they are out of network and charges are correct. I appeal this charge because I was lied to 06/23 ***************** has no record of ATI ever calling to confirm insurance coverage 02/13/24 Text from debt collector for $1604.29, call ATI, appeal was rejected 02/13/24-present. Called many times trying to speak with someone other than billing. I have requested 7 callbacks from supervisors or above, I have received 0 callbacks or replied emails 03/14/23 - Received a letter stating the charges are correct. The reason for this is the signed Informed Consent form and it claims "It is ultimately your responsibility to be aware of your insurance coverage, limitation, and terms and conditions of your polity. Benefits and verification are performed as a courtesy" But, the next line says "ATI cannot be responsible for any information that is obtained directly from your insurance carrier that is later deemed inaccurate" My insurance has no record of ATI checking to if they were in-network, my insurance never gave them "inaccurate" information, ATI didn't even check This document is made invalid due to the fact I was lied to and misled prior to signing the document. ATI workers stated they checked with my insurance and they are in-network before I was coerced to sign this. This is fraud and misrepresentation
Business Response
Date: 03/22/2024
Dear ****************************,

This response is in reference to case #******** submitted on 3/15/24. A thorough review of your account was performed by our Director of Compliance and Audit. A second letter was mailed to your address following an email received at our ***************** Please allow a few business days for that letter to arrive.

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: 04/01/2024
Complaint: 21438431

I am rejecting this response because: I received a message that my case has been closed due to the 7 days to reply being up. As stated by the company I have a complaint against, AFI, they have "mailed" me a letter on this situation. I have not received the letter so at this moment I cannot provide a response to this situation. Last time AFI "mailed me a letter" it took over two weeks to receive it. I am asking if you can please reopen this complaint since the business I have a complaint against is purposely delaying my response by mailing me a letter when they can just email me or provide the information in the letter in the BBB communication. Thanks.

Sincerely,

******************************;
Business Response
Date: 04/08/2024
Dear ****************************,

This response is in reference to case #******** updated on 4/1/24. Our records indicate the second letter was mailed to your address on 3/22/24.

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:03/09/2024
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 to ATI Physical Therapy in ******* ******* on ********. for the last year. Over the summer I had problems with the billing department. There was no problem with my insurance company, the insurance company all you wanted the building department sent the paperwork and they gave me a hard time. I have completed their medical release form to get the paperwork myself and I submitted the documentation myself to the insurance company and the claims were paid. Over the months I would get print outs of my Evaluations and progress reports to provide to my doctor with no problem. Fast forward half my second surgery I went back to ATI for the month of December and two weeks in January. The last 3 claims we denied just like last *************** no paperwork was submitted. Here we go again and I went down to the local office but this time they must have a policy change or something because they would not give me the time of day and said call the bill department thats all they said call the billing department and walked away. I have contacted billing department again Ask him to please submit the paperwork. I am stressed out and full of anxiety something I dont need after what I went through. I feel like ATI is saying youre not coming to see us anymore so take a hike. ******** the director was so cold I was speechless not the same person who helped me just a few months ago. I dont want a apology I just need help someone please submit the docs to my insurance so you get paid and dont come after me because youre too lazy to work with the insurance company
Business Response
Date: 03/15/2024
Dear **************,

This response is in reference to case #******** submitted on 3/10/24. A thorough review of your account was performed by our Director of Compliance and Audit. Following receipt of your statement, ATI sent an appeal and the requested medical records to your insurance company. ATI regrets the frustration with this process and will utilize your feedback 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: 03/24/2024

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. Thank you very much, In the past year, the only thing I had to do is get a print out of my process and the PTs notes. Ever since *********************** transferred out of my location to another office as I was told. ********, his replacement has not lift a finger to help me when I had this issue. ATI needs more customer service related employee like ****. Hes awesome!
I have no reason not to believe said documentation was sent into my insurance company. I have contacted them as well to let them know the docs were sent in, ((see attached). Thank you and this ticket can be closed. That is all I wanted not the moon or something unreasonable. A simple task, Thank you,

Sincerely,
*****************
PS; Corporate Headquarters please send a kudos to <********************************************; for great customer service and encouragement to his patients not just me but everyone he worked with which I have witnessed personally for the last year. Thank you to the BBB and ATI headquarters for complying to the insurance company and sending in requested docs.
Initial Complaint
Date:03/07/2024
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 am being billed erroneously for it $40. There is a much longer history that I previously submitted. I paid once online and they never recorded it. I sent copies of pictures of the online payment, and they finally recorded it. They insist that I owed another $40 for a visit that never occurred. I paid by check in November and the check was cashed. Im still getting billed despite numerous calls to them . I have been told several times that a supervisor will call me back and they never do. I suspect fraud and dont know what else to do with this point. I recently received three bills on the same day for the same amount of $40 outstanding. At this point I think they owe me $40 plus reimbursement for total aggravation and incompetence in the billing department.
Business Response
Date: 03/12/2024
Dear ****************,

This response is in reference to case #******** submitted on 3/7/24. A thorough review of your account was performed by our Director of Compliance and Audit. Our records indicate that your insurance company required a $40 per visit co-pay and that you attended 12 visits. *** confirmed receipt of eleven payments of $40 resulting in your remaining patient responsibility of $40. ATI also confirmed receipt of your online payment and the check that you mentioned in your statement as part of those eleven payments.

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: 04/10/2024
Complaint: 21398103

I am rejecting this response because: This matter is still not closed. The last report states that my account is closed. I received an email and the woman who said it was forthcoming said that I have a zero balance. The email does not state to zero balance and I actually received another bill for $40 the following week. So I am being told by someone that my balance is zero but Im still being billed for $40. This is just further proof of the inconsistencies, irregularities, and ridiculously inaccurate bookkeeping at this company. So once I receive a message from Mr. ********* office stating that my account balance is zero, I will consider the matter closed.

Sincerely,

****************************************;
Business Response
Date: 04/10/2024
Dear ****************,

This response is in reference to case #******** updated on 4/10/24. The patient statement you mentioned was mailed prior to the final review of your account. The account balance is zero and ATI considers this matter closed.

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: 04/10/2024

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:03/05/2024
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 attend ATI- **********, ** on ********************. Staff at the office, great. *** called billing 4 times and they refuse to discuss billing with me because they said Im represented by an attorney for my auto accident. *** advised them that I have an attorney for liability (bodily injury) not medical. They dont understand this.
Business Response
Date: 03/07/2024
Dear *****************************,

This response is in reference to case #******** submitted on 3/5/24. A thorough review of your account was performed by our Director of Compliance and Audit. Our records indicate that our ****************** contacted you regarding your concerns and have arrived at a solution. ATI regrets the frustration this process has caused, and thanks you for your feedback. ATI will utilize this feedback to improve our services 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: 06/24/2024

Complaint: 21388991

I am rejecting this response because:
May we please reopen this??

I need to understand what I am being billed. My auto ********* pays them and it looks like they are billing my medical ************ ********* too. What is being billed to *********** Why is it? My auto ********* deductible is only $500.00. It appears that since they are billing ********** too a deductible is due. But again, what is being billed to *********** Why? It seems like it would be cheaper for me to pay $500.00 than $35 each visit.

********************* *********************** (completed a legal name change).

Business Response
Date: 07/11/2024
Dear *****************************,

This response is in reference to case #******** updated on 7/4/24. Our ****************** continues to work on a solution and ATI regrets the frustration this process has caused. Our ****************** has called and emailed you with additional information. Any questions or concerns should be directed to that department.

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

ATI Physical Therapy is NOT a BBB Accredited Business.