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:10/27/2023
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 billing department billed my insurance incorrectly so they billed me. When I asked about it they told me they billed everything correctly so to just pay up. I paid not thinking much as I was busy, but upon checking with my insurance they stated they never received a claim. So for the last 4 months I have been calling ATI asking for a refund but each time they tell me a new fabricated story "we resubmitted to your insurance but we haven't received a call back" or "our management team is currently out of the office so we cannot process your refund" or "we will look into other roundabout ways to refund you", but then tell me to call back in a week and they'll have an answer for me by then. When I call back they spin some other story about how they cannot refund me. The best part is once I called my insurance with the case reference number ATI provided and then had then on the line with me as I called ATI. *** started saying they resubmitted but my insurance was the problem and then started to say they needed another few business days for the resubmitted process. My insurance told me they never received anything the last few months and that the whole tale they were spinning was a lie. Afterwards ATI stated they will resubmit properly this time and have it escalated as priority... yet here I still am with no refund of over $1k.
Business Response
Date: 11/06/2023
Dear ************,

This response is in reference to case #******** submitted on 10/27/23. A thorough review of the chart, payments, and the documentation was performed by our Director of Compliance and Audit. Our records indicate that communication with our Patient Advocate team is addressing the issue and is working towards a solution. We recommend continued communication with that team to address any remaining 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, to discuss the options listed in this response.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 11/06/2023

Complaint: 20792060

I am rejecting this response because: this was originally case id: ******** which was actually started July 10th. The only reason ATI begun refund process was due to me calling every week to every other week since then and calling my health insurance on your behalf multiple times. While my patient advocate has been great, it took until October 9th for a patient advocate to be assigned only because I ask for a supervisor. Even then every time I was promised to get a response back I never did and I had to call back when it was silent for more than the time frame ATI gave me. I have spent over 4 hours in the last few months speaking with ATI representatives alone to no avail until I received ******.

Sincerely,

********
Business Response
Date: 11/14/2023
Dear ************,

This response is in reference to case #******** updated on 11/6/23. ATI thanks you for your feedback and will utilize this information to continue to improve our services. ATI regrets the frustration this process has 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, to manage any remaining concerns regarding this account.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 11/14/2023

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. Received refund and they state they have corrected the claims to health insurance and will work with the insurance for the rest.

Sincerely,

********
Initial Complaint
Date:10/18/2023
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 8/11/2023 - I went to their website www.atipt.com/paymybill to set up a monthly payment plan towards a balance owed ($124.42). I agreed to pay $25 on my first payment on 8/11, then $19.89 monthly 8/12/23 - ATI deducted the first $19.89 payment I received a letter that ATI sent me to collections with ******************** Services (PFS). 8/25/23 - I contacted PFS to pay the remainder of my balance which was $79.53 9/5/23 - I contacted ATI to make sure they cancel my monthly payment plan because I had already paid PFS the remaining of my balance on 8/25/23. ATI argued that there is nothing in their system indicating that I paid my balance and no record of my monthly payment plan or deduction (although I provided a transaction number and have the email to prove it). PFS said they notified ATI of my payment. 9/12/23 - ATI made an automatic deduction to my credit card for $19.89 from my payment plan.9/14/23 - I contacted ATI to ask for my money back because PFS already collected all my balance owed on 8/25/23. Still ATI insists there's nothing indicating my payments. I contacted PFS to tell them what happened and they confirmed that they did notify ATI that my balance was paid in full and I showed a balance of $0 in their system.10/6/23 - I received a bill from ATI for the amount of $59.64 (which it appears that is from $79.53 minus the automatic deduction they made of $19.89 on 9/12..but I already paid everything!). I contacted ATI to check on my account and they said that I show a balance of $0 and that my account is now all set and they don't know where the bill of $59.64 is coming from.10/12/23 - ATI made another deduction to my credit card for $19.89, which I blocked through my credit card company. ATI still cannot see that I had a payment plan in place, yet my card continues to be charged monthly but they can't see that on their end. Currently they owe me $19.89 from the wrongly deduction they made on 9/12/23.
Business Response
Date: 10/30/2023
Dear ******************,

This response is in reference to case #******** submitted on 10/18/23. A thorough review of the chart and the documentation was performed by our Director of Compliance and Audit. Our review indicated that $82.21 was owed for treatment on 3/8/23 and $82.21 was owed for treatment on 3/15/23 for a total responsibility of $164.42. The cost of each treatment was applied to your deductible. Our review of payments received showed the following:
3/15/23- $40
8/11/23- $25
8/12/23- $19.89
9/12/23- $19.89

The $104.78 in total payments were applied to the account resulting in a remaining responsibility of $59.64. A check payment of $79.53 was posted by PFC to the account on 9/15/23 which resulted in an overpayment of $19.89. On 10/6/23, **************** retracted the overpayment of $19.89 and returned it to your credit card account. The balance on the account is currently zero and no additional refunds are required.

Additionally, auto payments were set up for $40 per month but only one payment was taken on 3/15/23. No other auto payments were paid on the account. The payment plan was changed to inactive on 7/30/23 and no additional payments were made.

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 questions.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
Date:10/10/2023
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.
NEW ATI bills started arriving almost 2 years after my visit(s). I no longer work for the employer I was then insured with.I sent a payment of ****** on March 21, 2023 and then continued to receive multiple bills of many random amounts.Now - ATI has sent my bill to collections.
Business Response
Date: 10/20/2023
Dear **************************,

This response is in reference to case #******** submitted on 10/10/23. A thorough review of the chart, payments, and the account was performed by our Director of Compliance and Audit. The final adjudication of claims was delayed as your insurance company continued to require additional information from ATI prior to closing the claim. The claims from 6/25/21 and 6/28/21 were not finalized until 2/23/23. Only once these claims were adjudicated by your insurance company could ATI notify you of the remaining patient responsibility.A review of the remaining balance verified its accuracy.
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 questions.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
Date:10/09/2023
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.
I went to ATI Physical Therapy on July 19. I asked them how much I would pay for. I was told $50. I asked them how much every time when I went there. They said $50, but I didn't pay yet. After I went there five times, I received a statement. The charges are listed: July 19th, charge $371, discount $163.80, applies to deductible $207.20; July 24th, charge $200, discount $93.07, applies to deductible $106.93; August 2nd, charge $200, discount $93.07, applies to deductible $106.93. When I saw the statement, I cancelled the remaining appointments immediately and called their customer service. I have called the customer service three times. Each time they told me that I needed to pay the deductible of my insurance. I understand my insurance policy that the deductible needs to be satisfied, but my point is that ATI charges too much and they didn't explain to me clearly when I asked the fees. Every time they just said $50. If they told me that it might be more than $50, I would not start the service. Even $50 is not worthy. Every time when I went there, most of time I exercised by myself, and just stayed there about 30 to 40 minutes. I saw they listed A3 (physical therapy) a few times on each EOP of my insurance. Does it mean they charged me money when I used each item such as a rubber band to exercise? I have called them three times at ************* and they didn't give me a reasonable discount, so I ask BBB to help me. If you need further information, please called me at ************* or email me at ********************** or *************************** I look forward to hearing from you soon. Thank you!
Business Response
Date: 10/20/2023
Dear ************,

This response is in reference to case #******** submitted on 10/9/23. A thorough review of the chart and the documentation 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. The signed Notice of Financial Responsibility in the account reviewed the unmet deductible and states, Your insurance requires payment towards your deductible. We will take a payment towards that deductible at each visit. We require a payment of $50 at each visit. Please understand that this is just a payment towards your deductible. Since we are contracted with your insurance plan, we are required to collect the full deductible amount that is applied to the services you receive. You will receive a billing statement for the difference between the payment made upfront and the amount your insurance allows for each visit.
A review of the billing performed by the clinician shows that all treatment and billing fall within industry standards. ATI has contractual obligations with the insurance carrier responsible for payment of services, and fees are established by this agreement. Most items 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, aquatic therapy, and the modalities that we provide. It is common to see a variety of these codes used for each treatment as sessions vary based on patient needs and the plan of care created by the physical therapist. Physical therapy is used to address range of motion,flexibility, muscular or soft tissue dysfunction, strength, balance, gait, and functional deficits. However, there are times when follow up with other medical providers may be needed.
Our records indicate that ATI has received no payments for services provided and has offered a 15% discount on multiple occasions which were denied. ATI will continue to offer the 15% discount if you choose to accept. In some 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
Customer Answer
Date: 10/22/2023

Complaint: 20717147

I am rejecting this response because:
This response doesnt satisfy my concerns, and I need to reject this response.
As I said, I asked the *** staff how much they would charge me each time, and they told me $50. They misled me. They didnt take out the paperwork to point out and didnt explain to me clearly. English is my second language. I think they take the advantage of me. If they told me that it might cost more than $50, I would not start the service. Just as I cancelled the remaining appointments immediately when I received the unexpected payment statement.
I went to do excise by myself just about 30 minutes mostly each time. ******************** said most items are defined by 15-minute timeframes. From my insurance EOB, each time charged 3-4 items. According to the timeframes, they should let me stay ***** minutes.
I understand my insurance policy. I dont have any problem with my insurance company. I only think *** charged too much and the staff didnt explain it to me well. I asked about the payment each time, and they told me $50. I denied the 15% discount. After 15% discount, the charge is still too high. For example, the bill of the first time $207.20, after 15% discount,it will be $176.12. Its too high and unexpected. Also, the therapy has no help. I would like to pay $50 each time because the staff misled me. If *** cannot offer this discount, I would like 50% discount. This is the most payment offer that I would pay. If *** can offer this, I will pay the full payments immediately. I will think as the donation to the business. Now I am courteous.I hope *** will be courteous as well.
******************** said, ATI Physical Therapy continues its commitment to honesty, integrity, and upholding the highest standards of professional conduct. When I asked how much the fee was each time, they should answer me honestly, clearly and professionally. I think the customer service is very bad.If I post it to the society medias, who will trust this business? The business will have a bad reputation. I dont want to do that. Now I am negotiating with ***. I just want the acceptable discount. I hope *** will resolve my concerns wisely.
Thank you!

Sincerely,

*********************
Business Response
Date: 10/30/2023
Dear ************,

This response is in reference to case #******** submitted on 10/9/23. A second thorough review of the chart and the documentation was performed by our Director of Compliance and Audit. ATI categorically denies intentionally misleading you and you signed the written review of your insurance benefits. This Notice of Financial Responsibility states that you will receive a billing statement for the difference between the payment made upfront and the amount your insurance allows for each visit. Additionally,a review of the documentation shows that all billing and documentation fall within industry standards.
As stated previously, our records indicate that ATI has received no payments for services provided and has offered a 15% discount on multiple occasions which were denied. ATI will continue to offer the 15% discount if you choose to accept. In some 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
Customer Answer
Date: 10/30/2023

Complaint: 20717147

I am rejecting this response because:
The response of the business is not responsible. As I said, I asked the clerk how much I should pay when I went to ATI every time, and they told me $50. When I went to my first appointment and filled out the paperwork, there were many pages to fill out, maybe around 10 pages. English is not my first language, so I did not have time to read the information repeatedly although I arrived at ATI 30 minutes prior to my first appointment. I asked them how much I need to pay. The lady said $50. I repeated, I need to pay $50? I need to pay $50? pretty loud for 2 to 3 times because I thought its pricy. The lady answered Yes.She didnt explain me the total might be more than $50, so I thought the total that I need to pay is $50. You can listen the record of my conversation with the clerk. She didnt give me a copy of that paperwork, and she didnt ask me whether I want a copy. If she gave me a copy, I would read it repeatedly after I go home. There are so much information to fill out, why they didnt email me that paperwork and let me fill out prior to my first appointment? That way I could have more time to understand the payment well, and then I would stop going. Also,I asked them about the fee when I went there every time, they told me $50. As I always said, they didnt explain well. If they said it might be more than $50,I would not start the service. I think this is dishonest and unprofessional.They take the advantage of me because I am a female foreigner. This is the discrimination of race and gender.
I would like to pay $50 each visit because they told me so.But as BBB said, both parties should be courteous. Now I am willing to pay 50%.Why cannot the business show more courteous and offer more discount? 15%discount is not enough, and it is still a lot of money and unexpected. A few hundred is not much for your business, but it is a lot for me. If the complaint is not resolved and keep disputing, there is no benefit for anybody. Why cannot the business offer 50% and save time to focus on other things? If the business has good reputation and have a few more customers, the business will make more than these a few hundred dollars.
If the business is willing to offer me at least 50%discount, I will pay off all the fees at one time immediately.

Sincerely,

*********************
Business Response
Date: 11/06/2023
Dear ************,

This response is in reference to case #******** updated on 10/30/23. ATI categorically denies intentionally misleading you or taking advantage of anyone based on their gender or previous country of residence. Additionally, ATI does not record conversations that occur with our staff and therapists. The Notice of Financial Responsibility is part of the medical record, and you can request this information at any time.
As a contracted provider for your insurer,we are obligated to bill for all services provided including the patients financial responsibility in the form of deductible, copay, and co-insurance.We maintain that the services provided were appropriately billed and in accordance with industry standards and payor requirements.  As stated previously, our records indicate that ATI has received no payments for services provided and has recently updated our offer to a 25% discount,which you denied. ATI will continue to offer the 25% discount if you choose to accept. In some 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-ATIPTto discuss the options listed in this response.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 11/07/2023

Complaint: 20717147

I am rejecting this response because:
This response from ATI does not satisfy my concerns. Of course, now ATI denies intentionally misleading and discrimination and says no record of conversations. Why didnt the staff ask me whether I wanted a copy of the Notice of Financial Responsibility? Why didnt they take it out and explain it to me when I asked the fees every time? What is customer service for? This is a dishonest intension. I dont know about the reputations of other facilities of ATI. But at least this facility is not so good. As a director, you should be responsible and think about the customers feelings.
As I said, I understand my insurance policy. Now the issue is that ATI charges too much and didnt explain well. Yes, I have not paid yet because I got the unexpected bill. If ATI offers me a reasonable discount, I will pay all the fees at one time immediately. 25% discount is still not enough. The fees are still too high. Originally I requested 50% discount. Now lets show courtesy to each other, I reduce some discounts, and ATI increase some discounts. How about 35% discount?
ATI always mentions about honesty, integrity, and upholding the highest standards of professional conduct. If ATI really wants to be so,please show it to customers. Dont waste so much time and cannot satisfy a customers concerns. If ATI offers me 35% discount, I will pay off all the fees at one time immediately. I hope ATI can resolve customer's concerns professionally.

Sincerely,

*********************
Business Response
Date: 11/14/2023
Dear ************,

This response is in reference to case #******** updated on 11/8/23. As stated previously, our records indicate that ATI offered a 25% customer service discount, which you denied. ATI will continue to offer this 25% if you choose to accept. ATI will not exceed the 25% discount. Additionally, in some 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 to discuss the options listed in this response.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
Date:10/03/2023
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.
We have had multiple billing issues with ATI. They can't seem to keep up on their billing. We have paid hundreds of dollars several times and they seem to always leave a service out of the billing then bill months later. After paying over $600 in ATI services after insurance for 2023. I just received a bill from 2022, which is ridiculous considering I have already paid ATI for the services in 2022 and its now 2023. They left a service out of our billing statements and conveniently right when I am done paying them for 2023, they send another bill for 2022. Despite my efforts to resolve this matter through your patient advocate, I have not received a satisfactory response, which has left me no alternative but to escalate my concerns. ATI billing department should have caught this issue. This billing issue needs to be resolved fairly.Date of service 12/29 account number ********
Business Response
Date: 10/13/2023
Dear ********************,

This response is in reference to case #******** submitted on 10/3/23. A thorough review of the chart, payments, and the information you provided was performed by our Director of Compliance and Audit. Our records indicate that our Billing Team continued to manage the account and waited for final adjudication from the insurance company. While ATI regrets the time it took for the claim to be managed, the final patient balance is accurate. Our records indicate that your insurance requires a $40 co-payment for services. *** received payments for seven visits out of the eight attended sessions.
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: 10/16/2023

Complaint: 20693052

I am rejecting this response because:

Sincerely,

*******************************
Initial Complaint
Date:10/02/2023
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.
I attended therapy at ATI in ******, **. My first visit they took my credit card to charge all my visits. I believe they charged me $20 for the first two visits when my copay was $30. I mentioned it to the staff and they said if they only took $20 for those first visits then thats all I owed. After I finished therapy I got a bill for $20. I figured they wanted to get me to pay the amounts they forgot to take. So I did pay the $20 on 6/27/2023. I got another bill dated 7/19 for $20. I figured they did not get my check yet. I checked with my bank and confirmed the $20 check cleared on 7/3. August they sent another bill for $20. I called and spoke to someone with an accent and she said they got the $20 so I thought it was settled. I got another bill for $20 in Sept. I mailed them a copy of the cancelled check. Then on Oct 2 I got a letter from a collection agency for $20 from this bill. I called ATI again and spoke to ****. He said they got the $20 but I owed $20. He could not tell me how that could be if I paid the $20 and they got it. I am now mailing the cancelled check to the collection agency. I looked at BBB site and it seems ATI has lots of billing complaints. My Case number is ********
Business Response
Date: 10/13/2023
Dear **************,

This response is in reference to case #******** submitted on 10/2/23. A thorough review of the chart, payments, and the documentation 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 states that ATI assumes no liability for any benefit information that is misquoted by your insurance carrier. It is ultimately your responsibility to be aware of your insurance coverage, limitations, and terms and conditions of your policy.
The insurance company requires a co-payment of $30 per visit. Our records indicate that you attended 15 visits resulting in an expected total of $450. A review of your payments shows $420 was made to the account resulting in a remaining balance of $30. ATI regrets any frustration that occurred regarding the communication of your co-payments 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, to discuss the options listed in this response.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 10/13/2023

Complaint: 20686091

I am rejecting this response because: ATI sent me a bill listing all my visits and stated the balance that I owed was $20. I paid the $20 on 6/27 through my bank and the check cleared on 7/3/2023. I have mailed a copy of the cleared check to ATI and the collection agency. Now they are saying I owe $30.When I started at ATI they demanded I give them a credit card which I did and they were charging each visit as I attended. Now they are asking me for more money. i paid the $20 they wanted on the bill now you can't come back and ask for even more money. This is a scam.

Sincerely,

*******************************
Business Response
Date: 10/20/2023
Dear **************,

This response is in reference to case #******** updated on 10/13/23.A review of the information provided and your account was performed. As stated previously,our records indicate you attended 15 visits at a $30 per visit co-pay. ATI received a total of $400 in payments via credit card and $20 via check. The check you provided in your previous response was posted to the account in July.ATIs records show that $420 in total payments were made from the $450 total balance resulting in the remaining $30 patient responsibility.
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 any questions.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 10/21/2023

Complaint: 20686091

I am rejecting this response because: The first visit I attended at ATI they demanded I give them my credit card which I did. They said each time I was there they would charge my card for the visit. They charged me for all visits attended. Gee, I finished therapy back in April and now you are trying to tell me I owe money for another visit. I don't agree and I will not pay you guys more money. I already paid the extra $20 and I will not pay another $30. You can close this case with the patient not satisfied as I am not paying any more. I will never go to ATI again and I have already told my friends about how bad you treat your customers.

Sincerely,

*******************************
Business Response
Date: 10/30/2023
Dear **************,

This response is in reference to case #******** updated on 10/20/23. As stated previously, our records indicate you attended 15 visits at a $30 per visit co-pay. ATI received a total of $400 in payments via credit card and $20 via check. ATIs records show that $420 in total payments were made from the $450 total balance resulting in the remaining $30 patient responsibility. If you can provide proof that $450 in payments were made to ATI, the remaining balance will be adjusted. ATI denied demanding your credit card and will save payment information as a courtesy. ATI regrets the frustration that occurred with the billing process and that we are unable to reach an agreement.
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 any questions.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 10/30/2023

Complaint: 20686091

I am rejecting this response because: As I stat/ed before when I started at ATI they took my credit card and said every visit would be charged. You never even sent me a bill for this $30 until I filed a complaint. It seems like you just did this because I complained. You never even sent me a bill and now you already have turned this over to a collection agency. They sent me a statement that is totally untrue. It says I paid by check and you don't record a payment from me until April. Totally untrue. I believe your system is wrong. Maybe you charged the wrong account. I said before I dont accept your record regarding this and I will not pay the $30. I have seen on this BBB site numerous complaints about your billing. If you have a bad system leave your patients alone. Stop harrassing me for $30.

Sincerely,

*******************************
Business Response
Date: 11/06/2023
Dear **************,

This response is in reference to case #******** updated on 10/30/23. As stated previously, our records indicate all billing and payments are accurate. ATI regrets the frustration that occurred with the billing process and that we are unable to reach an agreement.
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 any questions.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
Date:09/18/2023
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.
*** was used for 22 sessions and a total of $880 was paid. *** claims that there were 3 days that payment were not made totally $120 that was owed to *** (Case #********). Ironically, you have to pay first before services are rendered so the claims are unwarranted to begin with. Despite this, hard copy bank statements were mailed to *** on 3 separate occasions as well as emailed screen shot support showing that payment of $880 was made. Despite the statements showing payment in full was made, *** sent the account to collections for $120. Every time you contact *** you get a new story and the run around, its a very disorganized company and their clients are treated unfairly and unprofessionally. In receiving a statement from *** that showed details of the 3 alleged dates that payment was not made, the statement clearly showed that the payments were "complete" and "successful" with time stamp proof. This also aligned with the bank statement support that was provided showing that the payments were made in full to ***. Additionally, one of the payments on the *** support statement was for a completely different client - different name, card payment number, etc. *** continued to claim this was me...it goes to show how disorganized and poorly run they are. After finally finding a customer service rep that could help me, she acknowledge that *** was wrong and apologized for the inconvenience and promised to help take care of problem. Multiple weeks went by no resolution has taken place. I have had the worst experience with ***, have been treated poorly, and clearly the patient has not come first.
Business Response
Date: 09/28/2023
Dear ******************,

This response is in reference to case #******** submitted on 9/18/23. A thorough review of the chart, payments, and the documentation you provided was performed by our Director of Compliance and Audit. All payments you provided in the documents are accounted in either case #******** or case #*******.As noted on the account ledger ATI provided you, two of the voided payments, 5/31 and 6/21, were still applied to your account. These approved payments appear on the ledger directly below the voided payments. The 7/14 payment was voided as another payment was accidentally applied to this case number. The payments on the case #******** total $760. This is confirmed by totaling the payments from 5/23/22 through 7/29/22 that were provided via your bank statement. The balance for case #******** remains $120. The two payments on 8/12 and 8/31/22 were applied to case #*******. That case number as a zero balance. ATI regrets the frustration that occurred with communication with our Patient Advocate team, and we 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, to discuss the options listed in this response.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 09/28/2023

Complaint: ********

I am rejecting this response because:
First thank you for response and taking a look at the account. For case # ********, the *** payment summary reflects that a total of $880 is owed, however this is incorrect as only $760 is owed and this as you mentioned has been paid. This is driven by two issues with the *** payment summary: First, the two voided payments on 5/31 and 6/21 are being double counted under the "Amount" column. The voided line shows $40 was owed on top of the Complete line shows an additional $40 was owed. Once the two duplicates are removed this will reduce the total amount owed by $80. Second, the accidently 7/14 payment that was applied to case # ******** from another *** customer is not money that I owe to ***, but is being reflected under the "Amount" column. Once this is removed that will further reduce the total amount owed by $40. Once these two updates are made this will show total amount owed $760 which reconciles with the amount actually paid of $760 which would reflect a balance of $0. I provided additional support to provide a visual of these errors.

Sincerely,

*************************
Business Response
Date: 10/03/2023
Dear ******************,

This response is in reference to case #******** updated on 10/3/23. A review of the information sent through the BBB portal was performed. The information provided is a payment ledger which shows only the visits with payments applied. A review of the documentation confirmed twenty-two treatments sessions occurred. Payments covered nineteen visits. Additionally,the voided payments were not double counted as the column Effective Amountshows which payments were applied to your account. This column shows the voided payments were not applied to the total payment amount. The review of the payments and the documentation confirms that the $120 balance is accurate.

Nonetheless, in this instance, as a courtesy, ATI is willing to remove the patient responsibility from the account. At this time, 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, to discuss the options listed in this response.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
Date:09/14/2023
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.
Dates of Service: 3/28, 3/30, 4/6, 4/11, 4/13, 4/18 (6 total sessions) //Amount paid to business: $12.50 at each session ($75 total) //Sessions Provided: About 50 minutes total. **** minutes warmup on a stationary bike. Repeated and recycled stretches and exercises from previous sessions (For sessions 3-6). These could have been done at home. Some brief massage therapy that never lasted more than 10 minutes, and wasn't effective. Basically directing me to perform same things (no added value). //Nature of Dispute: I was never informed of potential total costs at any time. My insurance was In-Network and I was asked to only pay $12.50 each session. I assumed this was all I would be paying, since it was not verbally explained otherwise. Subsequent sessions were the same self-directed exercises as the previous session, not adding any value. After 6 sessions, I received my first bill by mail on 4/18/23 for $586.42. Once I knew, I immediately canceled all remaining sessions. //Has business tried to resolve: They have offered %15 off the total bill, for a total remaining balance of roughly $500 (Which would make each session $95, considering the $75 I've already paid). I am willing to pay $300. And if I had known it would cost even that much, I would not have done the sessions. In one conversation with **************** (just to get it over with) I offered to pay in full around $400, which was declined.
Business Response
Date: 09/26/2023
Dear ****************,

This response is in reference to case #******** submitted on 9/14/23. A thorough review of the chart and an interview with the Clinic Director 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.
A variety of units are available for a clinician to utilize when billing depending on the intervention provided. Treatment codes exist for strengthening and flexibility exercises, functional activity training, balance training, gait training, manual therapy, aquatic therapy, and the modalities that we provide. It is common to see a variety of these codes used for each treatment as sessions vary based on patient needs and the plan of care created by the physical therapist thus making estimates difficult. ATI must wait for claims to be adjudicated by your insurance company to provide the cost of treatment. Additionally, while ATI regrets that you feel treatment was not beneficial, our documentation supports that treatment occurred and the treatment provided was appropriate in relation to your condition and diagnosis.

ATI responded to your concerns earlier and has offered a 15% discount, which you declined. As stated in our previous responses, ATI will continue to offer that discount on the remaining patient responsibility.

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: 09/29/2023

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 am deciding to pay the amount, although I still stand by my original statements and feel that this was not good business practice.
Sincerely,

*********************
Initial Complaint
Date:08/09/2023
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.
During the fall of 2019 I attended 8 physical therapy sessions with ATI Physical Therapy. I acquired preapproval to utilize my health insurance benefits for my appointments. ATI has never run my insurance to this day and continues to harass me daily to pay the full amount. I have contacted them six different times regarding my insurance not being run but they continue to say they will run it without doing so. I also has my insurance company call with me, provide them with my insurance documents, and send hard copies through the mail to ATI. In January 2022 ATI sent my bill to collection without running my insurance to cover the cost. They are refusing to utilize my health coverage but keep stating that they will use it. It has been over two years of them calling me daily and sending letters twice a month without doing their part. When I called them and explained they took it out of collections. It is now back in collections as of August 2023 with no insurance being billed again.
Business Response
Date: 08/23/2023
Dear ****************,

This response is in reference to case #******** submitted on 8/9/23. A review of your account was performed, and it was determined that all remaining patient responsibility will be removed from the account. A member of our ****************** will contact you to discuss. ATI regrets any frustration the billing 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 to discuss the options listed in this response.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 08/24/2023

Better Business Bureau:

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

Sincerely,

***********************
Initial Complaint
Date:08/08/2023
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.
ATI has billed me $2674.79 for 5 one-hour-long sessions, totaling 5 hours. That is over $500 per hour. The treatment was for post-surgical rehab for my step-son's left knee, following a complete ACL tear. My step-son's name is **** *******************, he is 17 years old, birthday 12.27.2005. My name is *******************************, and I am signed as the guarantor/payer/responsible party.I have contacted the company twice, once that I documented on 7.3.2023, to request a reasonable and appropriate bill be created that reflects reality. They said they would send me a financial aid form or something like that. They have sent me nothing other than a repeat of the bill for $2674.79.I have already paid them $25/per hour, totaling $125, and I have offered to them, on at least two occurrences, to pay a reasonable amount, which I would estimate at $100/hour, totaling an additional $500 for their services, which consisted of leg stretching, leg lifts and some light balance/standing exercises - all typical rehab exercises easily discoverable on the internet for patients to do at home, free of charge.This bill is egregious, excessive and improper. I request that the Better Business Bureau assist me in rectifying these highly questionable and inappropriate fees.Thank you and sincerely,************************************ ************
Business Response
Date: 08/11/2023
Dear Br. *******,

This response is in reference to case # ******** submitted on 8/8/23. A review of your account was performed. Our records indicate that our Patient Advocate has contacted you and updated your account. An updated statement will be sent out.

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: 08/14/2023

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. They have updated charges to $122 per hour, which is fair. I am awaiting their updated bill to be sent to me.

Sincerely,

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

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