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

135 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:02/28/2024
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.
Services rendered for physical therapy is not in question.BIlling practices is horrendous. I had read reviews prior to making appointments with ATI saying that their billing was horrible. I proceeded despite this. I received in February 2024 an invoice 15 months ************* date rendered. And a threat to be sent to credit collections if I do not pay on 90 days. I had assumed I paid in full in June 9 2023 for any outstanding co-pays. I thought at the time all payments and accounts settled.Their billling system can't seem to issue statement or outstanding invoices in a timely manner. Receiving an invoice 15 months later is ridiculous. I also see 2 "pending" insurance claims that are sitting on the statement. Not invoiced but just pending. The date or service is more than 12 months since past. I submitted a complaint to ATI *************************** its own dedicated email. I will be even more upset if my insurance refuses a copay due to ATIs last of timely processing. I feel my credit is in being threatened because a vendor cannot bill in a timely mannar. Atop leads me to distrust the vendor billing practices.I feel as a customer I am at the will of the vendor to choose when they want to send an invoice.
Business Response
Date: 03/05/2024
Dear ************,

This response is in reference to case #******** submitted on 2/28/24. 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:02/20/2024
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.
See MA AGO PDF. Since 2/21 I made payments to ATI for $20. I was told I had been incorrectly charged $15 for pt. responsibility even though I had already paid $20. Had called several times, told it was under review and would be expedited. It was then sent to bill collector PFC who I also contacted. PFC then closed my account and I began receiveing bills from ATI again. i contacted MA AGO office they referred me to BBB in ********** cannot seem to get an accurate account of my bill. The credit card machine at ATI was not working my first several visits to ATI so I paid in full for those on-line in addition to my $20 co-pays for sunsequent visits.
Business Response
Date: 02/27/2024
Dear *******************************,

This response is in reference to case #******** submitted on 220/24. 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: 02/29/2024

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:02/19/2024
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 have called multiple times since June of 2023 to try to get an issue resolved concerning incorrect bills and insurance adjustments on my account. On multiple calls (7/13/23, 11/21/23 & Dec. 2023) I was told it would be sent to the escalation team for review. I was told the charges were for my deductible but I had already met my deductible. I spoke with my insurance provider and was advised they did not cover the charge because they did not get the service pre authorized which I advised when I made my first appointment that my insurance required that. On the call I made on 2/2/24 I was advised that no one has done anything with my account since May of 2023. Which meant all the calls I have made and been told it was being referred to the escalations team nothing really was being done. I called today, 2/18/24, and was told that on 2/2/24 the rep did cal my insurance and found out my deductible had actually been met so they need to resubmit those claims but the rep did not do that. The supervisor claims she would be sending it over to the coding team to have the claims resubmitted but I dont know if it will actually happen. It is coming up on a year and the insurance company wont accept any claims older than a year.
Business Response
Date: 03/05/2024
Dear **************,

This response is in reference to case #******** submitted on 2/19/24. 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 we kindly request a call back to assist you with next steps.

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: 03/05/2024

Complaint: 21315901

I am rejecting this response because: the response from the business stated the billing department contacted me which is untrue. I have made numerous well over 10 calls since June of last year trying to get this resolved and not once has anyone from ATI billing **** called me even when I was disconnected on a couple of occasions holding for supervisors. I will no longer call and wait on hold or continue to go through the whole explanation again of what has been going on with my account just to have them tell me they are sending it to there escalation team and it will ***** days to get handled. Even the last call it was stated the claims in question were being resubmitted but looking online with my insurance I can see that has not been done once again. So you may call me if you would like to discuss this any further. I am through wasting countless hours on the phone for this bill you keep sending me which you have spent way more on postage and paper than the bill you claim I owe.

********************************************
Business Response
Date: 03/15/2024
Dear **************,

This response is in reference to case #******** updated on 3/5/24. Our records indicate that our ****************** continues to work on your account and that our Billing Representative contacted you. We regret the frustration this process has caused and request that you continue to maintain communications with our Billing Representative.

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: 03/15/2024

Complaint: 21315901

I am rejecting this response because: approximately 30 minutes after I submitted the rejection to the last response your company falsely submitted to the BBB I finally received my first phone call from your "patient advocate" team stating someone left me a message and sent me an email (that must have went to spam but nothing was there I checked) and I never had a message. I have my phone records and will be glad to provide them. Are you willing to do the same? The person who called said she had to speak with someone and would ca me back in an hour but I have yet to hear back from her. Oh and by the way item to your recordings I told one of your reps I am not calling back any more, that I have spent way too much of my time dealing with this and it was causing me way too much stress that it was going to cause me to have a heart attack. Guess what?! Heart attack just got out of the hospital. Called it! Listen to your customers they know what they are talking about

********************************************
Business Response
Date: 03/22/2024
Dear **************,

This response is in reference to case #******** updated on 3/18/24. ATI categorically denies making false statements. Our Billing Team will call you regarding the status of your account. Please allow a few business days for this call to occur.

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: 03/25/2024

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.

*********************************************
Initial Complaint
Date:01/25/2024
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.
Beginning in December 2022, I was referred to ATI Physical Therapy, located in ***********, **, for a torn meniscus in my left knee. On or about December 27, 2022 I was contacted by ATI to provide client information, including insurance, and set my first appointment.On December 30, 2022 I arrived at ATI and was greeted by the receptionist and then introduced to my therapist *****. At that moment I asked ***** how much each visit would cost. ***** promptly escorted me back to the receptionist and was advised that it would be between 10 to 15 dollars depending on your insurance. On each of my 9 visits I paid 10 dollars. On January 12, 2023 I received an ATI invoice and quickly realized that it was way more than what I was lead to believe. I decided to wait and see what my insurance EOB would offer as an explanation before I presented the copay issue to ATI.My last PT appointment was February 3, 2023. In March of 2023 I received an ATI invoice in the amount of ******. After several calls to ************* Headquarters and an email to ATI Patient Advocate I received an email dated March 29, 2023 from a representative of ATI, **************, Patient Dedicated Specialist, ATI Physical Therapy; a reply to my March 3rd email. As a representative of ATI, ****** apologized for the confusion and offered a payment plan or a 10% discount if paid in full. Because I was waiting for ATIs last bill for my last PT on February 3, 2023. On June 20, 2023 I called the patient advocate to receive the 10% discount for full payment, which I received, and promptly made a payment of $932.92.Done.or so I thought. On August 7, 2023 I received another ATI invoice for $103.66. I sent an email to the patient advocate advising that I had paid my bill in full in June. On August 29, 2023 I received an email apologizing for the inconvenience but the previous ATI agent was wrong in offering the 10% if paid in fullbecause there is an additional charge. Now a collection agency has it
Business Response
Date: 02/02/2024
Dear ************************,

This response is in reference to case #******** submitted on 1/25/24. 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:01/11/2024
Type:Product 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 started physical therapy with ATI and they told me I owed $40 per visit. They took a payment on the first visit. I did some investigating because I was told my insurance should cover all of the cost so I checked with my insurance company and they told me they cover 100%. I told ATI this and they argued with me so I had my insurance company contact them as well. *** decided to argue with the insurance do I told my PT to cancel all my appointments so I could switch to a different PT company. When I told them to cancel my appointments magically I got a voicemail saying that I was correct and didn't owe nothing. After 4 days not hearing anything about them refunding the money that they had already got from me I called and they told me at that time (only because I called and asked) that they were going to submit a request for a refund review and that process takes 30 days. They took the money from me when they shouldn't have and they admitted that but they are going to keep my money for another 30 days so they can review if they are going to give it back or not.
Business Response
Date: 01/18/2024
Dear ************,

This response is in reference to case #******** submitted on 1/10/24. A thorough review of your account was performed by our Director of Compliance and Audit. ATI performs courtesy verification of insurance benefits and reviews the expected cost with the patient through our Notice of Financial Responsibility. This notice reviews potential deductible, co-payment, co-insurance cost, and/or limits placed on treatment from the insurance company and this notice is signed by the patient. This notice also states that ATI assumes no liability for any benefit information that is misquoted by your insurance carrier. During the initial insurance verification,your insurance company confirmed a $40/visit co-payment responsibility. Upon request, ATI verified this co-pay amount multiple times with your insurance company. Once ATI received an Explanation of Benefits for submitted claims, it was confirmed that services were covered at 100%. ATI refunded the $40 overpayment to your credit card on 1/9/24 and the account is now closed.

ATI regrets the frustration this process caused. 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: 01/18/2024

Complaint: 21129266

I am rejecting this response because: I have not received the refund that the business says that they refunded on 1-9-2024. My insurance has a $40-$60 copay on out of network companies but ATI is in network. This was not an error of the insurance company this was an error on ATI's part.

Sincerely,

*****************
Business Response
Date: 01/23/2024
Dear ************,

This response is in reference to case #******** updated on 1/19/24. Attached to this response is a receipt that shows ATI provided a refund to your credit card on file on 1/9/24. ATI also confirmed our review of your insurance benefit verification. ATI considers this matter closed.

ATI regrets the frustration this process caused. 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:01/03/2024
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 was a patient of ATI for 4 visits. At the time of the visit, I asked ATI what my cost would be. They explained that they do not know the cost of the billing at the time of service. I stated that not knowing is an unacceptable answer, and we need to agree on a firm billing price. I stated, and signed the patient financial responsibility with an added clause stating that I will pay $50 per visit up to the point at which ATI determines the actual price of the services. From that point forwards, we would agree on a new contracted price and proceed from there. Months later, after I had paid the agreed to amount, I am now being billed over $900 for services that have a contractual agreement of $50. I have called the billing department each time I receive a bill (5 times now), and they state that they have no documentation on the agreed upon $50. I am formally requesting that the billing be corrected to the agreed upon $50 per visit and that ATI formally apologize for the incorrect billing that has wasted more than 5 hours of my time.
Business Response
Date: 01/12/2024
Dear ************,

This response is in reference to case #******** submitted on 1/3/24. A thorough review of your account was performed by our Director of Compliance and Audit. ATI performs courtesy verification of insurance benefits and reviews the expected cost with the patient through our Notice of Financial Responsibility. This notice reviews potential deductible, co-payment, co-insurance cost, and/or limits placed on treatment from the insurance company and this notice is signed by the patient. This signed notice reviewed that ATI would collect $50 at each visit and that You will receive a billing statement for the difference between the payment made upfront and the amount that your insurance allows for each visit. ATI has no agreement on file that confirms a $50 flat payment. ATI, as a contracted provider for your insurer, is obligated to bill for all services provided including the patients financial responsibility in the form of deductible,copay, and co-insurance and this arrangement. Once claims were sent and processed by your insurance company, and the appropriate insurance write-off occurred, you were billed $232.86, all of which was applied to your $3400 deductible and not the $900 as stated in the complaint.
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, to discuss the options listed in this response.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 01/12/2024

Complaint: 21090370

I am rejecting this response because:
The statement that ATI has responded with is factually incorrect. Upon my first service with ATI, I received the Notice of Financial responsibility and disagreed with the contract, I made numerous modifications to the document, noted that until pricing was determined that a fixed, firm price of $50 would apply until a new cost could be negotiated. I notified the customer service rep that I made the changes, and then signed my modified document. I also did not authorize ATI to use my insurance, since they were not able to provide me the contract to audit.
As of today, I have paid my contractual commitment to ATI. When they contacted me on the price of the service going forwards, I attempted to negotiate a new rate based on the services provided and the standard market rates and they refused. I promptly notified them of my discontinuation of service and that I will no longer be using them for any further services.

Sincerely,

***** Halls
Business Response
Date: 01/23/2024
Dear Mr. ****************** response is in reference to case #******** updated on 1/12/24. Our records indicate that you provided ATI with your insurance information prior to initiating treatment. Because of this,claims were sent to your insurance to obtain payment for services you received.As stated previously, ATI, as a contracted provider for your insurer, is obligated to bill for all services provided including the patients financial responsibility in the form of deductible, copay, and co-insurance and this arrangement. Patients cannot renegotiate the terms of their insurance payments.Any payments you made to the account were applied to the remaining patient responsibility and are not part of any new terms that you created unilaterally.While ATI regrets the frustration that occurred with this process and that you decided to end treatment, your patient responsibility remains $232.86.

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, to discuss the options listed in this response.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
Date:11/30/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
ATI guaranteed me multiple times that my health insurance was in-network. I was told I was good to go to start physical therapy and would be in-network. Today I received denials for both sessions, totaling nearly $1,400 in bills. I called to find out how I was all of the sudden out of network and they stated oh, ATI is in-network, but your physical therapist provider is not. How does that work? They stated to me that my insurance was good to go and now that Ive had TWO sessions, it isnt. Theyve offered to charge me as self-pay at $120/session instead of nearly $700. I do not accept this and refuse to pay. They falsified information to get me to start my sessions. I called and was put on hold so the girl could call the clinic only to then be hung up on. As stated on the recordings, all the calls are recorded, so I request these calls to be listened to. This business is a scam if this is how they work - insurance fraud is what it is.
Business Response
Date: 12/12/2023
Dear ******************,

This response is in reference to case #******** submitted on 11/30/23. A thorough review of your account was performed by our Director of Compliance and Audit. Our Patient Dedicated Specialist emailed additional information regarding the status of your account to you. ATI regrets the frustration this process has caused and kindly request that you continue communication with our Patient Dedicated Specialist to continue management of the 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, to discuss the options listed in this response.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
Date:11/17/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The provider told me Im my insurance covered 80 percent of the services I received. Upon finishing treatment I was slapped with a $750 bill. Turns out, they didnt actually properly check my insurance coverage and lied to me. Now the bill is in collection only after a few months before I was even able to solve if it with the business after calling the main call help center with my insurance on the phone to express my grievances. The caller on behalf of ATI said they would do what they can to file a grievance and see what they can do to remedy the situation. That never happened. I was waiting for some sort of remedy to come in the mail but it never did. Please help me resolve this grievance.
Business Response
Date: 11/29/2023
Dear ************,

This response is in reference to case #******** submitted on 11/17/23. A thorough review of the chart was performed by our Director of Compliance and ****** ********* benefits are verified as a courtesy to our patients at the start of care and this information is reviewed through our Notice of Financial Responsibility form which you signed. Patients are responsible for payment of any deductible, copayment, and coinsurances as determined by their policy. The signed form reviews your unmet deductible and additionally states that, Your insurance requires payment towards your deductible. We will take a payment toward your deductible at each visit. You will receive a billing statement for the difference between the payment made upfront and the amount your insurance allows for each visit.
Our records indicate that a 3-way call occurred with you,our Patient Advocate team, and a representative from your insurance company on 6/19/23.Our records show that the call reviewed your insurance benefits and cost of treatment. Our records also indicate that the claims were appropriately adjudicated,and the patient responsibility was applied to your deductible. Monthly statements were mailed and no payment was received on the account since 6/5/23.

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, to discuss the options listed in this response.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 11/29/2023

Complaint: 20883277

I am rejecting this response because:
As clearly as it is seen on the horrendous reviews you guys receive as a company I am not the only one who faces this. Your response tries making it seem as though you guys clearly communicated expenses at the start of my care. That is far from the truth. Concealing what is actually owed, and saying insurance will COVER the rest after youve made payments is how it was communicated to me. Not that insurance would BILL me. You can investigate the ********** ********** ATI office.
After my initial call, the specialist said they would look into my insurance benefits and see what I would pay all together. If they wouldve actually told me the truth I never wouldve proceeded with the care. They were much more interested in getting another customer in the door, and having him pay the consequences later.
Your tactics are very clear and Im not buying them. You guys abuse your customers and thats why I reached out here. You need to be held accountable. If you reduce what I owe from $752 to $500 Ill pay it and leave this alone.
Thanks,

Sincerely,

************
Business Response
Date: 12/08/2023
Dear ************,

This response is in reference to case #******** updated on 11/29/23. ATI can only provide cost estimates for treatment at the start of care. The signed Notice of Financial Responsibility states that you will receive a bill for any payments made up front and the amount your insurance allows for each visit. Your insurance company must process and adjudicate a claim before the full cost of treatment is known. ATI regrets any frustration that occurred with the communication of this process. We appreciate your comments about the clinic as it is the goal of the organization to continually improve and provide quality care in a friendly and encouraging environment. ATI will utilize this feedback to improve our services.

The account is currently placed with our collection agency. You will need to contact PFC to manage the remaining patient balance. You may also contact our Patient Advocate Team at 855-MY-ATIPT,option 2, to discuss any additional concerns.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 12/08/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I contacted customer ********************** and they discounter the debt.

Sincerely,

************
Initial Complaint
Date:11/13/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 10/20/2023 I started physical therapy with this company, my 1st day they wanted me to sign documents stating they if I knew if I had made my deductible on my health insurance which I never do and explained that to them, they stated they were going to make sure I reached my deductible which I don't know why, now I have all these outrageous charges to my insurance but can't get a Itemized bill from this company stating what the charges are for just an account ledger. I have canceled all future appointments with this company.
Business Response
Date: 11/22/2023
Dear ************,

This response is in reference to case #******** submitted on 11/13/23. A thorough review of the chart, payments, and the information you provided was performed by our Director of Compliance and Audit. The review of the billing performed shows that all treatment and billing fall within industry standards. Insurance benefits are verified as a courtesy to our patients at the start of care. It is ultimately the responsibility of the patient to be aware of insurance coverage, limitations,and terms and conditions of their policy. Patients are responsible for payment of any deductible,copayment, and coinsurances as determined by their policy. Each patient is presented with a Benefit Form at the start of care and asked to acknowledge the benefits information provided by the carrier as noted on the form. The signed Notice of Financial Responsibility reviews your unmet deductible and the co-insurance responsibility that is required once your deductible is met. Additionally, the notice reviews that You will receive a billing statement for the difference between any payments made up front and the actual amount due. Our records also indicate that an itemized bill was mailed on 11/17/23.
In many cases, ATI can offer an interest-free payment plan.Patients may set up a payment plan online at ATIpt.com/paymybill or by calling the *************************** at 855-MY-ATIPT *************).

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, to discuss the options listed in this response.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
Date:11/13/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Back on Sept. 7th my family met our out of pocket *** for insurance. Since we had met the *** *** didn't charge my son for his therapy, but they continued to charge my daughter a $20 copay. The local *** can't stop it from happening since they need permission from the corporate office. I tried to call twice and emailed once and didn't get a response. I finally got to talk to someone Friday and they were supposed to fix the problem, but I still had to pay $20 for my daughter's therapy today. They keep telling me I'm not going to get a refund until my daughter's therapy is done. It is not right that their mistake has cost me $360 so far and they are not willing to work with me or fix the problem.
Business Response
Date: 11/22/2023
Dear **************,

This response is in reference to case #******** submitted on 11/14/23. A thorough review of the chart, payments, and the information you provided was performed by our Director of Compliance and Audit. ATI does have a policy to wait to refund payments until all claims are adjudicated by your insurance company. ATI regrets the frustration that occurred with this process and will begin the refund process for the payments received. The refund process will begin the week starting 11/27/23.

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, to discuss the options listed in this response.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 11/27/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

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ATI Physical Therapy is NOT a BBB Accredited Business.