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:08/03/2023
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.
I continue to receive bills from ATI Physical Therapy when I pay cash for my insurance copay each and every time I go to my therapy session. I have contacted ATI 3 with no resolution of this matter. They (ATI) tell me they can see a zero balance on my account and will send it to the adjustment department for correction, however, I still am receiving bills for copayments. ATI PHONE#:**************. My case ID#:********
Business Response
Date: 08/17/2023
Dear **********************,

This response is in reference to case # ******** submitted on 8/4/23. A review of your account was performed. Our records do show cash payments made toward your account. ATI is actively working to ensure the payments are accurately reflected on your account ledger. ATI regrets the frustration this 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 with any additional questions.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 08/28/2023

As of 08/24/23, this issue Has Not been resolved. I contacted ATI **************** on 08/23/23, they still have not assured me that my balance was $0...ATI associate, ****, stated she was showing a balance of $210.00. I again explained to this associate that I paid my co-pay of $30 in cash each and every session (***********) and should have NO balance. Thank you, *****************************
Business Response
Date: 09/06/2023
Dear **********************,

This response is in reference to case # ******** updated on 8/28/23. ATI regrets the frustration this process has caused and is currently addressing the issue. As stated previously, our records do show the cash payments made to the account and our ****************** is working to apply those to your account ledger. No additional statements should be mailed to you.

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
Customer Answer
Date: 09/06/2023

Complaint: 20419320

I am rejecting this response because: I spoke with an ATI supervisor on 8/3023 who informed me again that he could view that I had made all copays for my ***********, but also saw a owed balance of $210. He stated he would like into this further and call me back 9/1/23. I never received a call back as promised. Late afternoon of 9/1/23, I again received another statement from ATI with a balance of $210 amount due (see attachment)

Sincerely,

*****************************
Business Response
Date: 09/15/2023
Dear **********************,

This response is in reference to case # ******** updated on 9/7/23. The cash payments made to the account and those payments were applied to your account. Your current patient balance is now zero. 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 with any additional questions.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
Date:08/03/2023
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.
A **** was sent to collections I never received a ****. Collection called and thats the first I ever heard of the ****. They had an address of **********************************************. I explained thats not my address. I called ATI they confirmed thats where they sent the ****. I said that ******** was supposed to pay the **** I gave them the number. They had already ****ed my other insurance. I was told if ******** is used they right the remaining of the **** off. However today 8/3/23 I received a call from a gentleman stating that its over a year ago and they cant **** ********. That Im responsible I explained that I never received a **** it was confirmed they sent the **** to another address by collection and their ATI office they sent it to the wrong address. He stated because it wasnt provided I still have to pay. I explained to him that if I wouldve received a **** I could have giving that information. He went on to tell me my address, my correct address but they never sent it to my address. I believe after they researched it they figured out they mustve transposed my address with someone elses address. Bottom line I was told by ATI that it would have been written off. *** stated it wouldve been written off. Ive spoken with ************** ************* and *** at the physical therapy for ATI. I cant remember the gentleman who called today. I would like the **** to be written off as it should have in the beginning. I wasnt sent a **** this would have been taken care of initially if I was informed. Bottom line it woo been written off according to *************.
Business Response
Date: 08/04/2023
Dear ****************,

This response is in reference to case #******** submitted on 8/4/23. A review of your account was performed, and it was determined that a satisfactory response was provided by our Patient Advocate team. 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:07/28/2023
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 had broken my wrist while I was down south for the winter. My physician recommended this physical therapy practice. I had called ahead of time to see what the charges would be as I was private pay and would not be covered by ******** until February 2022. They had told me for the month of January, they would be charging me ***** per hour. Based on that, I came 4 times in January. When I got my first bill, it was for the whole amount(466.59) per visit, because they had messed up on the billing. Then in February, when I went on ********, it took many months from my phone calls, several phone calls from the PT people in Mesa to get the billing office in ******* to understand that ******** was primary carrier. So of course, they denied everything because they billed it wrong. I did not keep all the statements, but I have one as of 2/7/23 that has that portion of my bill corrected. However, what is still in dispute, is the amount of the discount for the private pay amount. They did discount it to 130. per visit, but refused to honor what their employee told me. I have talked to ****** twice, ***, ************************, ******, and ******* over this time frame. My last phone call was on 12-16-22. They never called me back and left a voice message about this issue. I have never seen such a mixed up mess in billing in my life, as I have been in the health care field most of my life. I have told them that I would pay the whole thing in full, if they would discount me the 220. that is difference between what they told me and what they are charging me.
Business Response
Date: 08/04/2023
Dear ************,

This response is in reference to case #******** submitted on 7/28/23. A review of your account was performed. A review of the account shows that all treatments performed after 2/1/22 were billed to ********* The four visits prior to 2/1/22 were appropriately billed at ATIs self-pay rate. Our documentation contains a signed agreement for $130 per visit. ATI has no documentation to support the $75 per visit agreement that you mention. Since ATI has received no payments on the account, the remaining balance was sent to collections.

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: 08/04/2023

Complaint: 20389257

I am rejecting this response because: before I started my self pay treatments I asked what my rates would be and they told me it was 75 per visit. I have no control on what the company documents. But because they told me 75 per treatment, I made the visits recommended. I would have done only half the treatments if they would have told me 130. I will offer to split the difference in half, but I expect what their employees to tell me the truth, not to lie.

Sincerely,

***********************
Business Response
Date: 08/11/2023
Dear ************,

This response is in reference to case #******** updated on 8/11/23. As stated in our previous response, ATI has no record of any verbal agreement regarding a $75 per visit self-pay rate. Your account contains a document that is signed by you which confirms you agreed to the $130 per visit self-pay rate.

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: 08/12/2023

Complaint: 20389257

I am rejecting this response because: your response states I signed something for the 130 per hour rate. Please send me a copy of this.

Sincerely,

***********************
Business Response
Date: 08/23/2023
Dear ************,

This response is in reference to case #******** updated on 8/14/23. Attached is a copy of the self-pay 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 review your account.

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

Complaint: 20389257

I am rejecting this response because:

Sincerely,

***********************
Initial Complaint
Date:07/25/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My PCP recommended I go to PT for a lower back strain earlier this year. I went to the ************ location and was told that my co-payment was $10. After a few weeks of therapy I received a bill in the mail for over $300. When I called customer service I was told that the $10 was actually coinsurance not a co-payment. When I brought this to the ************ location - nothing was done. I explained to them I would need to spread my sessions out until I could pay the bill down. I was pressured by the staff to return despite the high bill. Finally after months I was told about a financial navigator program but when I tried to enroll I was told I made too much money. Recently I was laid off and tried to call in again to make some arrangements and they told me I can't make arrangements because my bill portion was based off of my insurance deductible.
Business Response
Date: 08/04/2023
Dear ****************,

This response is in reference to case #******** submitted on 7/25/23. A review of your account was performed. The signed Consent to Treat and Notice of Financial Responsibility state, It is ultimately your responsibility to be aware of your insurance coverage, limitations, and terms and conditions of your policy. Also, the form states, You will receive a billing statement for the different between the payment made upfront and the amount your insurance allows for each visit. The Notice of Financial Responsibility does review your unmet deductible and co-insurance.

Our records indicate that ATI offered a prompt pay discount or an interest-free payment plan as options. 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: 08/07/2023

Complaint: 20376592

I am rejecting this response because: ***'s representatives at the ************ location did not inform me of a payment plan option. Nor was I offered any options when I oroginally expressed my concern. I was told by the customer service representative that I had to wait until after my treatments were completed to enter in a plan. Also, the *** staff provided me with me the wrong information prior to starting my treatment. I was told my copayment would be $10 each session. When in fact it was not a copayment it was coinsurance which is a big difference.

Sincerely,

***************************
Business Response
Date: 08/15/2023
Dear ****************,

This response is in reference to case #******** updated on 8/7/23. ATI did provide a written notice that reviews your benefits, unmet deductible, and any co-insurance responsibility once the deductible is met. The written documentation states that money collected at the time of service is a low estimate of patient responsibility and you would be billed for the difference between payments made up front and actual amount owed. ATI regrets any frustration that occurred with communication with our staff and will utilize this information to improve our future communication.

Our records also indicate that a call occurred on 8/14/23 with our Patient Advocate team where a prompt pay discount, or a payment plan was offered. Please contact our Patient Advocate team to review payment options with them.

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: 08/15/2023

Complaint: 20376592

I am rejecting this response because: I did not receive any written communication from ATI regarding their rep not understanding the difference between a copaymant and coinsurnace. I understand mistakes are made but this was an error on ATI's part. I did call in again on 8/14 trying to find a solution because I do not want this account sent to collections. I was told by the representative that a request to have my bill discounted at 45% was sent to billing and I would be notified if that agreement would be approved within 48 hours. I have not been notified of any approvals so I would appreciate if the company could please let me know if this agreement is approved in writing via this portal, my email and mail.

Sincerely,

***************************
Business Response
Date: 08/23/2023
Dear ****************,

This response is in reference to case #******** updated on 8/16/23. As stated previously, ATI did provide a written notice at the start of your care that reviews your benefits, unmet deductible, and any co-insurance responsibility once the deductible is met. The written documentation states that money collected at the time of service is a low estimate of patient responsibility and you would be billed for the difference between payments made up front and actual amount owed. This written notice also states, It is ultimately your responsibility to be aware of your insurance coverage, limitations, and terms and conditions of your policy. This documentation is initialed and signed. As stated in previous responses, ATI regrets if a miscommunication occurred and ATI will utilize this information to improve our future communications.

Our records indicate that a call with our Patient Advocate team occurred on 8/21/23 where you declined the offered 20% discount and declined to set up a payment plan. The remaining patient balance will remain unchanged.

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:07/13/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went to ATI for physical therapy after surgery- they collected deductible and copays for each visit. During the course of treatment, my insurance changed from mi e as I retired to my wifes- we gave ATI the correct information ( same insurance but different number) MULTIPLE times . They never submitted a claim to the insurance company, yet kept collecting his copays. Every time we got a bill we called and gave them the correct information. After 2 years ,we get a collection notice for nearly $9k . Since they never submitted it and didnt let us know there was an issue until more than a year after finishing treatment, now the insurance will not pay it. We paid our bills on good faith and submitted the needed information to them. We cannot pay that much for an error they did. They have good physical therapist, but the instance billing is a serious issue
Business Response
Date: 07/27/2023
Dear ******************,

This response is in reference to case #******** submitted on 7/13/23. A review of your account was performed. An ATI representative will call you to discuss this case further.

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:07/09/2023
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.
I have been a patient with ATI for several years. My credit card was being charged each month for a set amount for the outstanding balance. Each month I would receive an invoice that was several pages long listing all of my visits but there was nothing clearly stating a recent payment amount. I found out a in early May that my credit card on file had expired and the auto payment were failing (I received a final notice due to the outstanding balance). I immediately called and provided a credit card for the outstanding balance in the amount of $145.39 on May 4. Since my care at ATI had ended I assumed this was the end of it.Today, I received a collection notice from a debt collector due to an outstanding balance of $103.03 with 8 different account numbers that had an open balance. How is this possible? How can one person have 8 different accounts? How can there still be a balance when I just paid in full on May 4? How can ATI send me literally hundreds of pages of paper and not one single page provide me the amount recently paid? How can ATI have their invoicing so messed up? ATI credited me $226.50 in April and then sent me a final notice in May. Seriously-WTF?This needs to be addressed immediately before there is any impact to my credit rating. Please discuss with my husband *************************** since he handles all of the bills. Please be advised that if collection attempts continue from ***'s debt collector after receipt of this notice, I will immediately file a complaint with the ************************ and the ******** ************************* Additionally, if ** contacted again by ATI's debt collector after receipt of this notice, I will pursue both criminal and civil claims against *********** debt collector for violation of the ****** Please be aware that going forward, after I have confirmed your receipt of this notice, any communications from ATI's debt collector may be recorded to be used as evidence for my claims against ATI & associated third-parties.
Business Response
Date: 07/21/2023
Dear ****************,

This response is in reference to case # ******** submitted on 7/9/23. A review of your accounts was performed. ATI verified that the account was withdrawn from the collection agency and no patient responsibility remains on your accounts.

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: 07/24/2023

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. Their response indicates that my account is no longer with a collection agency, I have no further obligations related to the *** account(s) in question, and I can consider this matter closed without concern.

Sincerely,

***********************
Initial Complaint
Date:06/29/2023
Type:Order 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 used ATI Physical Therapy for a shoulder surgery I had, ATI is covered under my insurance which is Government Employee ***************** (GEHA). I had several PT's and PTA assist me with physical therapy and paid my co-pay of $40 each time, there was no problem. The insurance claims clearly show that GEHA paid the amount allowed. A PT, ***********************, worked with me and claims were submitted by ATI and either ATI billed these claims to the wrong place or **************** is not in the system for ATI. I pointed this out to ATI and believed the matter to be settled but got a new bill for $3,174.63.
Customer Answer
Date: 07/05/2023
Please see attached

I uploaded the incorrect information I have attached the correct information.
These show that ATI was paid for services by one of their personnel and that ATI is under my insurance carrier.
Business Response
Date: 07/07/2023
Dear ****************,

This response is in reference to case #******** submitted on 6/30/23. A review of your account was performed, and our review indicated that the claims were not properly processed by the insurance company. ATI updated the account and resubmitted the claims to the insurance company. It can take 30 days for processing by the insurance company.

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
Customer Answer
Date: 07/07/2023

Complaint: 20255761

I am rejecting this response because:
The company states it could take up to 30 days to resolve this issue with the insurance company. I am not willing to close this complaint until it is resolved.
Sincerely,

***********************
Initial Complaint
Date:06/28/2023
Type:Order 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.
*** performed a bait and switch on me when I went on my first visit to gain my business. *****, the therapist, at the 46th and ********************* ** ***** told me that my copay was $10 for a 100 bill. I paid 40 dollars for 4 visits. Then a few weeks later I paid another $40 copay for the remaining physical therapy sessions prescribed by my doctor. At the end of the 2 months, I received a bill of ****** as the co-pay. That is NOT the $80.00 I paid for the 8 sessions.If I knew what the charges were I could have gone to a cheaper therapist. That's why the actual price was hidden until after I completed the 8 physical therapy sessions.
Business Response
Date: 07/07/2023
Dear ****************,

This response is in reference to case # ******** submitted on 6/29/23. A review of your account was performed. The signed Consent to Treat and Notice of Financial Responsibility state, It is ultimately your responsibility to be aware of your insurance coverage,limitations, and terms and conditions of your policy. Also, the form states, You will receive a billing statement for the difference between the payment made upfront and the amount your insurance allows for each visit. The Notice of Financial Responsibility does review your unmet deductible.

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
Customer Answer
Date: 07/14/2023

Complaint: 20252620

I am rejecting this response because:
I have attached the co-pay described by ***** of 10/per visit. The co-pay was paid via my HSA account. BEFORE service is performed , the ***** was discussed and agreed upon. Any additional charges after the co-pay (see attached) are part of your bait and switch marketing tactics.

Sincerely,

*************************
Business Response
Date: 07/21/2023
Dear ****************,

This response is in reference to case # ******** updated on 7/14/23. The documentation you provided confirms the $80 in payments received and the remaining balance of $753.24. The Notice of Financial Responsibility that you initialed and signed reviews the unmet deductible and that ATI would collect $10 per visit. The signed notice also states that this payment is a low estimate of patient responsibility and that you will receive a billing statement for the difference between the payment made upfront and the amount your insurance allows for each visit.

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
Customer Answer
Date: 07/24/2023

Complaint: 20252620

I am rejecting this response because:
1) I am NOT the first customer at ATI with ***************** ATI had previous customers so it is their responsibility to know the actual price and provide the price to the next customer.
2) *****, the therapist quoted a price of 100 per session and provided the co-pay amount which I paid.
3) I provided PROOF of the co-pay requested at ATI.
If the co-pay was higher, I should have been notified BEFORE providing service. Changing the price after service is the definition of bait and switch.
Sincerely,

*************************
Initial Complaint
Date:06/28/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went to ATI physical therapy because I was in a car accident Geico which was the insurance company at fault which covered my medical bills when I got to ATI.. Geico overpaid by $2,700 it has been 4 months I was supposed to receive a check two months ago when I called last month they're billing department was extremely nasty with me and told me that I did not deserve the money and hung up in my face.. I would like the **** plus that is owed to me but they should definitely be investigated because I'm sure this isn't the only time this has happened
Business Response
Date: 07/07/2023
Dear **************,

This response is in reference to case #******** submitted on 6/29/23. A review of your account was performed, and our review confirmed that no refund is owed in this case. As stated in phone calls with our Patient Advocate team, all payments for services were performed by the insurance company. If the insurance company feels that an error occurred with payments, the insurance company should contact our ****************** regarding a refund. Refunds to patients only occur when a patient personally paid for treatment, which did not occur in this case. *** also denies performing the activities stated within 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 with any additional questions.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 07/10/2023

Complaint: 20249705

I am rejecting this response because:
You say im not subject to a refund of payment that paid on my behalf because of injuries I sustained in a car accident so that makes you untitled to the refund amount does make sense. But it does sound like insurance fraud
Sincerely,

*********************
Business Response
Date: 07/19/2023
Dear **************,

This response is in reference to case #******** updated on 7/10/23. As stated in our previous response on the BBB portal,all payments for services were performed by the insurance company. If the insurance company feels that an error occurred with their payments, the insurance company should contact our ****************** regarding a refund. If the insurance company requests a refund, ATI would refund the insurance company any money paid in error.

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:06/23/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
*************** - ********, DOS - 5/22/23, 5/30/23 Before I made an appointment for physical therapy, I asked what the cost of the treatments will be to see if I can afford it and they said they will check with my insurance then call me back. Next day they called back and told me I will be paying $50 per visit so I made the appointment. After going to 2 appointments, I received a bill for $142.21 for the 1st appointment and $89.31 for the 2nd. I asked them why I have those bills and I was told I still have a deductible that needs to be met but they didnt mention that when I made the appointment. They said I signed a Notice of Financial Responsibility the day I went for my 1st appointment and it mentions my deductible but I told them I wouldnt even have made the appointment if they mentioned about my deductible when they told me about the cost of the treatments. That was the purpose of them checking with my insurance. It seems they give incomplete information about their treatment costs just to get you to signup. I told them I will pay the deductible but asked if they can reduce the charges since I was not expecting this large expense.
Business Response
Date: 06/30/2023
Dear ****************,

This response is in reference to case # ******** submitted on 6/23/23. A review of your account was performed. The signed Consent to Treat and Notice of Financial Responsibility state, It is ultimately your responsibility to be aware of your insurance coverage,limitations, and terms and conditions of your policy. Also, the form states, You will receive a billing statement for the difference between the payment made upfront and the amount your insurance allows for each visit. The Notice of Financial Responsibility does review your unmet deductible.

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
Customer Answer
Date: 07/05/2023

Complaint: 20230291

I am rejecting this response because they did not acknowledge the fact that they misled me about the cost of their services. I admit signing their notice of financial responsibility and I'm willing to pay but not at their full price since I wouldn't have taken their services in the first place if I was given the correct information. And again, they give that notice of financial responsibility on the day of your appointment not on when you are trying to make an informed decision about the affordability of their services.

Sincerely,

*************************
Business Response
Date: 07/07/2023
Dear ****************,

This response is in reference to case # ******** updated on 7/5/23. As noted by our Patient Advocate team and our previous correspondence, the Notice of Financial Responsibility indicates that you had an unmet deductible, and you would receive a billing statement for the difference between the payment made upfront and the amount your insurance allows each visit. As a courtesy,ATI performs insurance benefit verification and strives to provide the Notice of Financial Responsibility prior to the start of care which occurred in this instance.

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: 07/07/2023

Complaint: 20230291

I am rejecting this response because they are just repeating their previous responses and not acknowledging their mistake. It seems this will go nowhere. You can close the complaint but I want this noted as unresolved and shown in their records.

Sincerely,

*************************
Business Response
Date: 07/17/2023
Dear ****************,

ATI regrets that a satisfactory solution could not be reached. Please contact our Patient Advocate Team at 855-MY-ATIPT, option 2 with any additional questions or concerns.

***********************, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy

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