Complaints

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

close

Find a Location

ATI Physical Therapy has 1175 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  ATI Physical Therapy

  790 Remington Blvd Bolingbrook, IL 60440-4909

• 

  ATI Physical Therapy

  1701 N Green Valley Pkwy Bldg 8 Henderson, NV 89074-5885

• 

  ATI Physical Therapy

  3233 W Charleston Blvd STE 207 Las Vegas, NV 89102-1924

• 

  ATI Physical Therapy

  4000 S Eastern Ave STE 300 Las Vegas, NV 89119-0826

• 

  ATI Physical Therapy

  6830 W Oquendo Rd STE 101 Las Vegas, NV 89118-2538

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:06/23/2023

  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.

  In February 2021 I seeked Physical Therapy care from ATI Physical Therapy. Something happened with the insurance who did not pay the bill. I was not contacted by the insurance company nor ATI that there was problem or that there was an outstanding bill.Recently ATI sent my bill to collection. I was not notified. I only found out because I received an automated text message from the collection agency. I called ATI to get more information regarding what was happening. *** was able to look up my account by my phone number (again they never attempted to call me to settle the account). I'm trying to get ATI to resubmit to the insurance company, but I'm unable to get any visibility into what is happening. I will happily pay the debt, only if I receive proof that the updated insurance did not cover the service at the time. Case number ********

  Business Response

  Date: 06/30/2023

  Dear Mr. ********************** response is in reference to case # ******** submitted on 6/23/23. A review of your account was performed. ATI verified that denial letters were mailed, that outbound calls were performed regarding unpaid patient responsibility, monthly statements were mailed from June 2021 through January 2023, and multiple pre-collection letters were mailed without any contact from you. Any additional communication regarding the payment of services must occur with the collection agency, PFC.
  
  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: 07/06/2023

   
  Complaint: 20228439
  
  I am rejecting this response because: They may have sent denial of service letters, but I didn't receive any calls to fix the insurance. They used my phone number to look up the account and I would have received that call. I'm asking for them to submit the bill to the correct insurance, which I have provided to them in June 22, 2023. I've contact PFC for the bill so I can try and send it, but PFC does not have it. When I call ATI they say they can not help me because it is in collection. I'm asking for ATI to do the right thing and take 15 minutes to submit the insurance to correct provider and receive their payment, because they did not do their full due diligence. They are in total control of the situation and have left me in a place where my only action is to pay PFC and I'm not able to send the bill to the insurance company.
  
  Sincerely,
  
  ******************

  Business Response

  Date: 07/07/2023

  Dear Mr. ********************** response is in reference to case # ******** updated on 7/7/23. As stated in the previous communication, ATI mailed 21 statements starting on 6/15/21 and mailed a pre-collection letter with your statement to the address you provided at the start of treatment. *** received no contact from you in that time frame. While you have provided ATI with insurance information,claims from 2021 will no longer be paid by your insurance as their requirements for timely filing have passed. Any additional communication regarding the payment of services must occur with the collection agency, PFC.
  
  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:06/16/2023

  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.

  Car accident injury in which I wasn't at fault. No Insurance (at fault or mine) billed after 6 months. Billing will send to collections soon. I am trying to get a home and a car again. My wellbeing depends on an accurate credit report. Company will not cooperate with me to resolve appropriate payment. The stated amount on the bill for patient responsibility is incorrect. I am not legally required pay what is shown on this bill since no insurance has been billed.

  Business Response

  Date: 06/23/2023

  Dear **********************,
  
  This response is in reference to case # ******** submitted on 6/17/23. A review of your account was performed. When you first started treatment with ATI, you only provided your Third-************************** Unbeknownst to ATI, you had agreed to a settlement with this Third Party on 12/9/22, prior to your start of care. On 3/23/23, we received an email from you requesting that ATI bill your **************** ATIs ****************** sent the claims to your insurance for consideration. Currently, our ****************** must wait for your insurance company to adjudicate the claims to determine if a balance remains on the account. Additionally, treatment billed through a 3rd party does not absolve a patient from potential costs associated with treatment. It is the patients responsibility to ensure that the Third-************************* has received all information prior to settlement with 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 to discuss the options listed in this response.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

  Customer Answer

  Date: 06/27/2023

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

• Initial Complaint

  Date:06/13/2023

  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 was referred to ATI Physical Therapy by my knee specialist at *******************************. I was told that my insurance authorized coverage and that I would pay $7.50 at each visit. I paid the amount on a weekly basis as I was instructed. I then receive an invoice in the amount of $168 for an entire month of service, I called their billing department who then told me that my actually payment was a 15% coinsurance. It was never explained to me that I would be charged that way and I when I complained, they referred to an authorization that I signed. The company deceptively misled me into thinking I was paying them $7.50 per visit when they could have easily told me what my insurance would cover. Now I am left with a bill I cannot easily pay which forces me to cease treatment with the company. I am sure there are numerous patients who are misled and surprised by the billing practices of this organization

  Business Response

  Date: 06/21/2023

  Dear ****************,
  
  This response is in reference to case # ******** submitted on 6/13/23. A thorough review of your account was performed. The signed Notice of Financial Responsibility states, It is ultimately your responsibility to be aware of your insurance coverage,limitations, and terms and conditions of your policy. Also, the form states, We will not know your full co-insurance amount until your insurance begins to pay on your claims; therefore, you will receive a billing statement for the difference between any payments made upfront and the actual amount due.
  
  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 with any questions.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20178731
  
  I am rejecting this response because:

  I wanted to point out some items before I agree to close the complaint. I am not opposed to paying the amount I owe for treatment but I would like to point out that hen I initially requested that my treatment be authorized, I was told that there would be a copay of $7.50  per visit. There was no mention that I would be subjected to my health plans coinsurance. Secondly, although I may have signed some sort of consent to pay as I signed what was put in front of me, I was promised  to see a copy of the document by a billing supervisor but it was not produced, Thirdly, after a couple of weeks of visits, I was concerned that I saw no claims submitted to my insurance, I kept asking the front desk at the facility why I received no claims and was told that the company was behind in processing claims. If claims were filed on a timely basis, I would have been able to manage my coinsurance without having to stop treatment because I was presented with a significant bill that I would not be able to pay immediately. ATI Physical Therapy has a quasi relationship with Prisma help but is not really a Prisma provider. Therefore I am unable to apply the financial sponsorship that I am approve for with Prisma Health. I did not dissect the individual claims submitted to my insurance but some appeared to be excessive and difficult to examine due to the submitting of several claims at one time. I would like to resume my therapy however I had to put it on pause until I see the next invoice with the total outstanding balance.. I do not concur with the claim that the company acts with integrity and transparency in their bill practices and I assume I am far from the first person to express concern. I was not even provided with the courtesy of a phone call regarding this complaint.

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

  Business Response

  Date: 06/29/2023

  Dear ****************,
  
  This response is in reference to case # ******** updated on 6/21/23. ATI regrets any miscommunication that occurred when insurance benefits were reviewed. The signed Notice of Financial responsibility states that the payment received at the time of treatment is applied toward your 15%co-insurance per visit. This payment will not be the entire co-insurance owed,but a low estimate of patient responsibility. ATI will have a copy of this Financial Responsibility mailed to your address per your request.
  
  Additionally, ATIs goal is to submit claims as soon as possible to insurance companies. Occasionally, for reasons often outside of ATIs ability to manage, claims may be delayed in processing. All claims were still submitted in accordance with your insurance companys rules.
  
  Our records also indicate that two phone calls regarding this matter were managed by our Patient Advocate team in May 2023 and June 2023. Any complaint received through the Better Business Bureau Complaint Portal is managed through the portal. If you would like to further discuss this complaint via phone call, please contact our Patient Advocate Team with any questions.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

  Customer Answer

  Date: 07/05/2023

   
  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:06/06/2023

  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 was referred to ATI by my primary care physician. *** called me to schedule my appointment. At that time, the representative told me I would owe $10 at each visit. At my first visit, I signed forms, but none had any estimate of additional charges, nor did it provide any CPT codes I could submit to my insurance. Plan of care or additional charges were also never discussed at subsequent appointments. I finished my care plan on 3/27/2023 and received my first bill for ALL visits on 4/20/2023 with an outstanding balance of $598.10 and three visits still pending. Had I known the additional patient responsibility after one or two visits, I would not have continued treatment. I called twice to discuss the billed charges and also sent an email to the patient advocate (no response from the advocate yet).ATI's billing practices are predatory. As a patient, I am entitled to a Good Faith ********* which I did not receive.I'm including the forms I signed at intake which only show a $10 fee for each visit. The remaining financial sections are blank and do not provide any estimates. ATI had my insurance information prior to my first visit so should have been able to contact my insurance to verify coverage and estimates, which is standard practice in healthcare.I am requesting a write-off of the remaining patient balance to include additional amounts that are still pending (three visits from 3/13, 3/20, and 3/27).

  Business Response

  Date: 06/09/2023

  Dear ************,
  
  This response is in reference to case # ******** submitted on 6/6/23. 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.
  
  Our records also indicate that an email from our Patient Advocate team was sent on 6/6/23 which apologized for the communication regarding insurance. At that time, ATI offered a courtesy 20% discount off the current balance if paid in full which you declined. We will provide that offer again. If that is not an option, 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: 06/13/2023

   
  Complaint: 20150169
  
  I am rejecting this response because:  the 20% discount is unacceptable.  I've offered to pay a total of $200 beyond the $10 per visit to satisfy this account which I am still willing to do.  Although the financial form does speak to additional billing, CPT codes or any sort of plan of care was not provided timely.  The portion speaking to financial responsibility and billing was left blank by ATI, who had my insurance plan and information prior to my first visit.  Basic practice in medicine is for the organization to verify insurance coverage and potential out-of-pocket costs to patients.  I was repeatedly told I would owe $10 per visit.  I couldn't even reach out to my own insurance for estimate of costs as the intake forms provided were completely blank in terms of billing, CPTs.

  If ATI was transparent in their billing, I would not have continued physical therapy.  Again, I'm completely aware of my insurance plan and the co-insurance but ATI did not provide ANY estimate of fees, which I am, as a patient and a consumer, am entitled to.  ATI also failed to bill my insurance timely.  I did not receive an EOB or any communication until after all visits were completed.  I'm still waiting for the final three visits to be processed so STILL do not know what my total bill would be.

  I am still left in pain as the physical therapy was not helpful and now, to add insult to injury, I am dealing with this absurd situation that could have been avoided had ATI done their jobs and provided estimates of total fees.  I wouldn't use any other services or products without knowing what I may owe, so why would this situation be any different?

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

  Business Response

  Date: 06/21/2023

  Dear ************,
  
  This response is in reference to case # ******** updated on 6/14/23. Typically, the billing guidance follows the **************************** CPT coding definitions, and the provider documents the time spent in the delivery of a service and any other required elements to support this item. Most CPT codes that address therapy services are defined by 15-minute timeframes and a unit is attained when the midpoint of that procedure is surpassed. A variety of CPT codes 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 *** be provided. It is common to see a variety of these codes used for each individual treatment as sessions vary based on patient needs and the plan of care created by the physical therapist.
  
  ATI regrets that the 20% discount is not satisfactory. In many cases, ATI can offer an interest-free payment plan. Patients *** 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: 06/22/2023

   
  Complaint: 20150169
  
  I am rejecting this response because: while I fully and completely understand CPT codes and billing (I actually work in healthcare, specifically in revenue and insurance operations), I am disputing the billing practice of ATI.  Again, the financial forms were left completely blank.  ***re was zero transparency in potential estimates after even three visits.  I would not have continued these visits if there was even information about anything additional beyond $10 per visit.  ATI had several opportunities to obtain estimates from my insurance as ATI had this information prior to my first visit.  ATI also never provided a summary plan of care after any visit so I could not call my insurance myself.  ATI also did not submit my claims to my insurance after each visit; you waited until all of my visits were completed prior to submitting.  It is standard practice within healthcare for the medical office (not the patient as I do not have access to TIN, NPI, etc.) for that practice to call and obtain information from my insurance.  In my over 15 years in healthcare, I can accurately say this is standard and consistent with any medical office.

  During my visits, the physical therapist was at least double-booked.  He basically gave me stretches to do while he worked with another patient.  I requested physical therapy, specifically dry needling, which was not completed until the final visits and only after I brought it up.  My pain did not improve from these visits until after the dry needling.  I felt like I was pushed through like cattle without true personalized care.  To add insult to injury, I am now having to spend time and energy on disputing charges.  

  I am willing to pay $200, not a 20% discount.  As I previously stated, the final two visits have not even been processed so I have no idea how much I still owe.  *** "standard" 20% discount is unacceptable, regardless of a payment plan.

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

  Business Response

  Date: 07/07/2023

  Dear ************,
  
  This response is in reference to case # ******** updated on 6/29/23. According to our documentation, a call occurred on 7/5/23 where a solution was found with our Patient Advocate team. If you should have any additional questions, please contact our Patient Advocate Team at 855-MY-ATIPT,option 2.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

• Initial Complaint

  Date:05/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attached a document showing the Date of service, the amount I paid and the amount my insurance said I owed. I overpaid by $266.67. I have reached out to ATI five times about the monies due back to me. Each time, I explained that I have the *** from my insurance company and they should have the same document. They did decide they owed my $188. I don't know where the got that figure. I spoke with a woman named ******. She confirmed I had overpaid by the $266.67 and said she was submitting a request to have me reimbursed within 48 hours. A week later I called and spoke with ******. Again he said I was owed $188. He looked 'deeper into my account' and found the claim request ****** submitted. He said that because I had called to follow up, I would receive the entire amount of the overpayment within 24 hours. I called back 48 hours later to let them know I still had not received the refund. I spoke with ******* (sp?). She informed me that my refund was returned to my debit card over a week ago. She confirmed the number. I have not received the funds. It seems this company has a history of billing fraud. I am requesting my overpayment of $266.67.

  Business Response

  Date: 05/31/2023

  Dear ********************,
  
  This response is in reference to case # ******** sent on 5/25/23. A review of your account was performed. Our records indicate that our Patient Advocate team responded via email on 5/30/23. The email stated the following, Per review of your payment history the clinic only collected 11 payments of $40.00 each totaling $440.00. Your Insurance Carrier indicated a Total patient responsibility of $253.33 for dates 2/2/2023-2/23/2023 which was deducted from the $440.00 that the clinic collected at the time of service leaving an overpayment of $186.67. The clinic did not collect for 2 visits during these visits which would equal $80.00. This is the amount you are indicating is due to you, those dates are 2/7/2023 &3/9/2023. Per your spreadsheet titled ATI Refund you have recorded $266.67 as an overpayment. This includes dates 2/7/20203 & 3/9/2023, which were not collected at the time of service by the clinic location you attended. Your credit/debit card ending in **** or **** per payment history were not charged on these dates as indicated on the spreadsheet you provided totaling $80.00. If you have proof of these payments processing with a different Credit/Debit card or through your bank account, please provide this information so that our Team can further investigate. Your Insurance Carrier indicated a total patient responsibility of $253.33. The total patient payments collected is $440.00 -$253.33 leaves an overpayment of $186.67 which was refunded on 5/23/2023 to card ending in ****.
  
  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:05/24/2023

  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 have repeatedly asked for a statement regarding the payments ATI has required me to make and what my insurance has paid and what they are billing me with no response.

  Business Response

  Date: 05/31/2023

  Dear ************,
  
  This response is in reference to case #******** sent on 5/1/23.A review of your account was performed. The requested itemized bill was sent. Your insurance has not fully processed all claims and the itemized bill may not have all information. Once your insurance has processed the remaining claims, you may request another itemized bill from our ****************************
  
  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:05/23/2023

  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.

  I had just started a new health insurance with a high deductible when I made an appointment with ATI. Knowing about the high deductible I asked the appointment setter at the facility to make sure and verify benefit coverage because if I had to pay my deductible I would rather just wait two months and go in January so that it would go under 2023 deductible since there was only 2 months left out of 2022. She assured me they always verify benefits prior to appointments and if it was not covered they would call me prior to appointment.On the day of my appointment on November 10th they collected payment and again I asked them if they were sure I did not have to pay any deductible they said no. I completed 6 sessions in 2022. Earlier this year they send me a bill of $737.39 and when I called to find out why I had a bill they said I had not met my deductible for 2022 and I had to pay. I explained to the representative that I was told that I did not have to pay deductible and she said I see that our representative who scheduled your appointment clearly notated the system as telling you that you did not have to meet the deductible. She proceeded to escalate the issue to a manager who said that there was nothing they could do and apologized that I had been given the wrong information by their employee. Although I appreciate the apology their mistake is costing me money! If they provided me with the wrong information they should make it right by voiding the invoice. I understand that I signed a financial responsibility and I am not opposed to paying it if it will go towards my 2023 deductible not 2022.

  Business Response

  Date: 05/31/2023

  Dear **************,
  
  This response is in reference to case # ******** sent on 5/23/23.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, ATI cannot be responsible for any information that is obtained directly from your insurance carrier that is later deemed inaccurate.
  
  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: 06/02/2023

   
  Complaint: 20093820
  
  I am rejecting this response because:

  If you are not responsible for checking benefits then why do it at all?  The issue is I was given wrong information and I could have waited one month so that it would count as towards my 2023 deductible NOT the one month left of my 2022 deductible.  This was told to your employee and she assured me that she checked.  

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

  Business Response

  Date: 06/09/2023

  Dear **************,
  
  This response is in reference to case # ******** updated on 6/5/23. Courtesy benefit checks occur to provide an estimate for cost of treatment.ATI contacts your insurance company to obtain your benefit information for the policy that you chose. ATI strives for accuracy with benefit checks but as stated in the previous response, ATI cannot be responsible for any information that is obtained directly from your insurance carrier that is later deemed inaccurate.
  
  Our records indicate that a 10% courtesy discount was offered if the bill is paid in full. If that is not possible, in many cases, ATI can offer an interest-free payment plan. Patients may set up a payment plan online at ATIpt.com/paymybill or by calling the *************************** at 855-MY-ATIPT *************).  
  
  ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. Please contact our Patient Advocate Team at 855-MY-ATIPT, option 2 to discuss the options listed in this response.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

• Initial Complaint

  Date:05/18/2023

  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 utilized their services for a medical issue. I did an online diagnosis. And was given a recommendation for recovery. The method that was recommended to use was only available at some locations in my area not all. (I honestly don't think it's available anywhere here) ************ gave had me going to several locations trying to get the appropriate service. After several attempts they failed to ever provide the service their staff recommended. I always paid my co-payment before starting my appointment. The only thing I did not pay for at the time of service was the original evaluation because it was virtual. But I later paid that online. However I continue to receive a bill for an appointment I never went to or had. It is a scam that they are pulling, and I've tried to reconcile it many times. When I call, I am eventually put on hold indefinitely. Until I hang up, and when I've emailed directly through their website I hear nothing back. When I would go to an appointment I would have to sign in. So for over a year I have been trying to request the proof of my signature, showing that I was in fact at this appointment. Because I know I was not. But I cannot even get to someone to request this. I attempted for the 6th time to speak to someone again today. But was treated very rudely when I didn't want to give them more of my personal info, and asked to speak with a supervisor. I was then put on hold, being bounced around but never getting anyone. This seems like a very criminal act at this point, because it could affect my credit. And I know I don't owe them any money.

  Business Response

  Date: 05/23/2023

  Dear **********************,
  
  This response is in reference to case # ******** sent on 5/18/23. A thorough review of the account was performed which indicate that the services provided were appropriately rendered in accordance with standards of practice. Additionally, the documentation supports the billing of the services and that the three treatment sessions occurred.  Our records indicate that you have made $163.55 in payments. One payment of $103.55 applied to your deductible for your first visit and a second payment of $60 was applied to your co-pay for your second visit. The remaining patient responsibility is related to the co-pay for your final visit.
  
  We appreciate your comments as it is the goal of the organization to continually improve.  ATI will utilize this feedback to improve our services and communication with our patients.
  
  ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns, please contact our Patient Advocate Team at 855-MY-ATIPT, option 2.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 20076838
  
  I am rejecting this response because:

  The amount owed is for a co-pay.  However I paid these at the time of service, while also signing in.  After getting the run around with appointments for ATI, I am assuming I am being charged for an appointment that was supposed to be cancelled by your staff.  Because I was trying to find an office that offered the services recommended in my evaluation(dry needling).  ************ is only offered at certain centers. And the staff was making and canceling appointments, to get me the right service.  I stopped using this company because I was NEVER able to get the services recommended by your Physical Therapist.  And have been charged for an appointment I want to ensure I was at.  Especially since I had so many issues with your company.

  So AGAIN I am asking for a copy of the sign in sheet for the days I paid, and for the day your charging me.  I want to see my signature on the sign in sheet from that day( the day of the charge).  I have tried contacting your office a number of times to collect this evidence.  And finally am trying to get it through the BBB.    

  I am asking for a copy of the sign in sheet for the day I'm being charged for. As well as a copy of the sign in sheets for the days I did pay. 

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

  Business Response

  Date: 05/31/2023

  Dear **********************,
  
  This response is in reference to case # ******** updated on 5/26/23. As stated previously, the documentation supports that services were provided and that three sessions occurred. ATI utilizes an electronic check in system that does not require a patient to sign a sign-in sheet. If a sign-in sheet was utilized, ATI could not provide that document as it would contain signatures of all the patients who attended that session. Providing this document could risk the privacy of our patients.
  
  As stated in our first response, our records indicate that you have made $163.55 in payments. One payment of $103.55 applied to your deductible for your first visit and a second payment of $60 was applied to your co-pay for your second visit. The remaining $60 patient responsibility is related to the co-pay for your final visit. Our documentation also supports treatment that occurred on 3/14/22, 3/30/22, and 4/4/22.
  
  ATI regrets the frustration that occurred with your treatment and will offer a 15% discount on the remaining patient responsibility.
  
  ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns, please contact our Patient Advocate Team at 855-MY-ATIPT, option 2.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 20076838
  
  I am rejecting this response because:

  I paid for my finally visit and all other visits BEFORE being seen. At the time of the appointment!! Which is standard when I comes to co-payments. My final visit the dry needling was still not available. So I stopped the appointment immediately. And demanded my money to be refunded. The reception ensured that I would be refunded. Which would still mean I do not owe you $60.

  How could I owe you for something you were supposed to refund??

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

  Business Response

  Date: 06/09/2023

  Dear **********************,
  
  This response is in reference to case # ******** updated on 6/2/23. As stated previously, the documentation supports that services were provided and that three treatment sessions occurred on 3/14/22,3/30/22, and 4/4/22. One payment of $103.55 applied to your deductible for your first visit and a second payment of $60 was applied to your co-pay for your second visit. The remaining $60 patient responsibility is related to the co-pay for your final visit and has not been paid. Again, our documentation supports that treatment was provided on 3 treatment sessions. ATI regrets the frustration that occurred with your treatment and will offer a 15% discount on the remaining patient responsibility. If you agree to the discount, the patient responsibility will be updated to reflect the changes.  
  
  ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns, please contact our Patient Advocate Team at 855-MY-ATIPT, option 2.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

• Initial Complaint

  Date:05/12/2023

  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.

  Starting in **************************************************************** 2021 and early 2022. Upon reviewing insurance documents my insurance company paid out these claims within the required 30 day period. I was not billed in a timely matter. Additionally ATI told me I was in network for services when I scheduled and then didnt bother to tell me it was out of network leaving astronomical costs for each visit. Additionally for 2023 services I received services from *******, PTA and was charged for services provided by *********************. When visits were scheduled with *************** still made me see ******* and charged for a PT visit by him. Additionally his behavior was highly unprofessional with complaining about numbers and money and if they dont meet a quota and good reviews he wont get a raise. This was not a 1 time occurrence, this was the conversation going on each time I had a visit.

  Business Response

  Date: 05/16/2023

  Dear Ms. **************** response is in reference to case # ******** sent on 5/12/23. A thorough review of your account was performed. It was determined that because of the delay in processing of the claims, ATI will remove the patient responsibility on the account and consider the account closed.
  
  Additionally, we appreciate your comments about the clinic as it is the goal of the organization to continually improve and provide quality care in a friendly and encouraging environment.  ATI will continue to utilize this feedback to improve our services and communication with our patients.
  
  ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns, please contact our Patient Advocate Team at 855-MY-ATIPT, option 2.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

• Initial Complaint

  Date:05/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is about a bill I have been receiving for a visit on 12/14/22. As you can see the attached picture from my bank shows that payment was posted on 12/15/22. I have emailed a number of times with no response. I have tried calling a number of times and no one picks up. I did call the local branch and they told me they could not do anything and that I need to either call or emailed. I even emailed Instamed. I received another letter with a final notice. Immediately I emailed on Saturday and have not heard anything after 4 business days. I feel like they are harassing me for money. I have proof that this was already paid. Im tried if the constant letters for payment. This is my last hope. See the 2 attached papers. **** showing date of service that they say I owe for and a screenshot from my bank for that day. I dont want this going to collections. I want them to mark this as paid and leave me alone. Please let me know what else I can do to get them to stop this. Thank you *******************************(*******)

  Business Response

  Date: 05/09/2023

  Dear ****************,
  
  This response is in reference to case # ******** submitted on 5/4/23. Our records indicate that our Patient Advocate team reviewed the account and provided an email response to you on 5/5/23. This response states that our Patient Advocate team removed the remaining patient responsibility on the account.
  
  ******************** regrets the frustration the billing process caused and continues its commitment to honesty, integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns, please contact our Patient Advocate Team at 855-MY-ATIPT, option 2.
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy