Business Profile

Physical Therapist

Athletico Physical Therapy Headquarters

Headquarters

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Complaints

This profile includes complaints for Athletico Physical Therapy Headquarters's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

55 total complaints in the last 3 years.
34 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:05/27/2025
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.
Billing for my most recent physical therapy visits to Athletico in ********, ******** have not been correct, for visits January 2025-March, 2025. I have attached three letters here to Athletico which show my requests to update my billing statement, based on documented payments, but they have not done so. I further made an additional payment in April, but not only is it not reflected in May statement, but the May statement was actually HIGHER than the April statement. I have attached a letter here for May 27 noting that I will pay the second of three payments of $211.89 to pay the April statement TOTAL of $635.67, of which 2/3 will be paid by the end of May. I will make the final payment of $211.89 in June. Even though it is not clear on what exactly I do owe, I have spent too much time trying to rectify this issue, and I simply request, for resolution, that the April statement simply be held as correct, and that I owe nothing more than $635.67. I note that not only has there been considerable confusion and effort to understand what I owe, but I have not been able to continue the therapy sessions that are still needed.
Business Response
Date: 06/05/2025
Athletico takes all public concerns seriously but, due to HIPAA, cannot engage in public discussions about specific patient circumstances. Our goal is for individuals to be satisfied with all interactions with Athletico. We will be reaching out directly to resolve this issue.
Initial Complaint
Date:05/15/2025
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 seen by this company for physical therapy needs in November and December of 2024. I have a total of eight visits.
Business Response
Date: 05/20/2025
Athletico takes all public concerns seriously but, due to HIPAA,cannot engage in public discussions about specific patient circumstances. Our goal is for individuals to be satisfied with all interactions with Athletico.We deeply apologize for any inconvenience but consider this issue resolved.
Initial Complaint
Date:05/09/2025
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.
Before starting treatment, I got a price from the office I was going to be working with. I was quoted a $30.00 ***Pay per visit. I went for 4 weeks, 3 days a week and paid my $30.00 ***Pay each visit. (To be clear, a ***Pay is your share of the cost, period, there should be no additional costs beyond the ***Pay.)After 4 weeks I started getting bills saying I owed more than the $30.00 ***Pay I was quoted.Called the billing department and the person I spoke with offered zero assistance or guidance. I asked to speak to a manager and was told I would get a call within 48 business hours.I did get a call back from a manager who basically said, "Tough luck, I don't care what the person at the facility quoted you, there's nothing I can do. You have to pay what we bill you, it doesn't matter what an employee told you. If you don't pay it, we'll send it to collections."The therapists were fine, but their business practices stink. For that reason, I would never recommend Athletico.
Business Response
Date: 05/14/2025
Athletico takes all public concerns seriously but,due to HIPAA, cannot engage in public discussions about specific patient circumstances. Our goal is for individuals to be satisfied with all interactions with Athletico. We will be reaching out directly to resolve this issue.
Customer Answer
Date: 05/18/2025

Complaint: 23308261

I am rejecting this response because:
It has been 4 days since your response that you take these matters very seriously and no one has made any effort to contact me yet.

Sincerely,

******* ********
Business Response
Date: 05/20/2025
Athletico takes all public concerns seriously. However, due to HIPAA, we cannot engage in public discussions regarding specific patient matters. We ask that all patients confirm coverage with their insurance provider prior to care. We consider this case closed.
Customer Answer
Date: 05/20/2025

Complaint: 23308261

I am rejecting this response because: You cannot quote a price and then change the terms of the engagement after the fact. Oh and didn't you say you were going to contact me directly? What happened to that?

Sincerely,

******* ********
Initial Complaint
Date:04/17/2025
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 went for therapy and was very satisfied with the results. I stopped therapy in December and was billed $30 for accessing videos sometime in January. I never used this service at all much less in January. I called my local Athletico to resolve the issue and they could not get corporate office to stop sending a bill either. I called the corporate office and asked for someone who could remove this charge and was informed there was no one who could do that.Therein is my problem. I refuse to pay for something I didnt anccess and they refuse to remove the charge.
Customer Answer
Date: 05/14/2025

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 was just contacted by Athletico and they have removed the charge and apologized. Thank you for addressing this issue.
********* ****

Sincerely,

********* ****
Initial Complaint
Date:04/04/2025
Type:Billing Issues
Status:
UnansweredMore 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.
Dear PIVOT, I recently received a bill for account number ending in ******, requesting a payment of $380, including an unexpected charge of $135.36.I would like to clarify a few important points:I scheduled and completed a 30-minute phone consultation, for which I was informed the cost would be a $50 co-pay. I paid this amount on-site at the time of service.I was surprised to receive an additional charge of $135.36, which was neither discussed in advance nor agreed upon. As Ive communicated multiple times prior to the appointment, I was assuredand received confirmation from youthat my out-of-pocket payment would not exceed $50. I made it clear that I could not financially afford anything beyond that amount.Based on your confirmation, I proceeded with the initial visit and paid the $50 as agreed. Unfortunately, the therapy I received significantly worsened my condition rather than helping it.Most importantly, the therapy provided not only failed to improve my condition but actually worsened my back pain. I only saw improvement after receiving treatment elsewhere.Given the above, I respectfully request that the $135.36 charge be removed. If this matter is not resolved, I may be forced to consider further action to protect my rights.Thank you for your understanding and prompt attention to this issue.Sincerely,
Initial Complaint
Date:03/27/2025
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 completed physical therapy for several weeks with Athletico and insurance claims were submitted. I had a large deductible to meet and Athletico agreed to a $125/month payment plan on my remaining balance. The issue is my balance was not decreasing after making these payments and I had no other physical therapy visits or insurance claims involved or pending. Athletico claim that these payments were made but it was very difficult to see how these payments were applied to my account because the payments were divided up between the multiple charges on different dates of service and I was never sent a monthly statement, just a running balance each month if I ever received one. I contacted Athletico by email and they emailed me a statement that ended on 9/9/2024 and no latter statements could be provided, and you could not even see any payments applied before this date on this internal statement. Attached is the last statement dated 09/23/2024 that SHOWS a balance of $1025.02 and a previous statement on 09/02/2024 with a balance of *******, $125.00 higher. I have proof of all payments being sent since 09/23/2024, September through March that's $750.00 of payments and my balance should be $275.02. I have submitted proof of payments to Athletico and the web page shows a balance of $918.25 as of 03/08/2025.
Business Response
Date: 05/14/2025
Athletico takes all public concerns seriously but, due to *****, cannot engage in public discussions about specific patient circumstances. Our goal is for individuals to be satisfied with all interactions with Athletico. We will be reaching out directly to resolve this issue
Initial Complaint
Date:02/20/2025
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 went to Athletico for doctor-ordered physical therapy last year and my issues were not resolved to begin with, but I received surprise bills from Athletico for amounts completely different from what I was told initially, citing an issue with my insurance provider. Those issues were resolved and my deductible was updated, and Athletico zeroed out my balance for the remainder of the year. I just got a surprise invoice for $262.11 last night - the same amount they tried to charge me before my insurance was adjusted last year. They deliberately waited until my deductible reset for the year before trying to charge me again per ****** with their billing department as confirmed the morning of Thursday 2/19/2025. I went through all kinds of hoops getting this resolved with different **** and was told this was resolved. ****** was unwilling to work with me or explain beyond that. I do not even have an itemized bill - just a flat amount they want me to pay.
Business Response
Date: 03/27/2025
Athletico takes all public concerns seriously but, due to HIPAA, cannot engage in public discussions about specific patient circumstances. Our goal is for individuals to be satisfied with all interactions with Athletico. We are in direct communication with the patient and are working to address the concerns
Initial Complaint
Date:02/12/2025
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.
Hello, I visited Athletico Physical Therapy for a back problem as prescribed by my primary care physician. Athletico was listed as in network by ********** Blue Shield and supposedly I would get the most cost effective care at their facility. Upon arriving for my 4th appointment I was presented with a very large bill without any detailed explanation (Athletico Exhibit 1). I was shocked at the exorbitant amount that was charged without any prior disclosures which seems very out of line for the services I received. Upon further complaint I requested a detailed listing of how they came to these charges (Athletico Exhibit 2) and received a list of seemingly overlapping charges and up charges that were not disclosed prior to service. Additionally, for most of my sessions the therapist was assisting 2 patients simultaneously greatly reducing the value received for the visit. I contacted the provider with my concerns and after a lengthy conversation they said they would not re-consider any billing. I believe the value I received was minimal for my visits. I believe additional services were provided at additional cost that were not disclosed. I believe I am being charged for multiple overlapping services. Due to therapists attending to other patients during my session and questionable billing practices which have ultimately became a financial burden and waste of my time I request a full refund for all payments made and removal of all unpaid amounts billed.
Business Response
Date: 03/25/2025
Athletico takes all public concerns seriously but, due to HIPAA, cannot engage in public discussions about specific patient circumstances. We consider this case closed
Customer Answer
Date: 03/25/2025

Complaint: 22934171

I am rejecting this response because:
Athletic has made no attempt to resolve the issue . Their response only says that they consider the case closed. So, it is not an attempt to remedy anything.
Sincerely,

*** ********
Business Response
Date: 03/27/2025
Athletico takes all public concerns seriously but, due to HIPAA, cannot engage in public discussions about specific patient circumstances. We ask all patients to confirm insurance coverage. We have reached out directly to resolve this issue and consider this case closed.
Customer Answer
Date: 03/27/2025

Complaint: 22934171

I am rejecting this response because: No, they did not reach out as they have stated to try and resolve this matter. They did not disclose costs prior to rendering service.

Sincerely,

*** ********
Initial Complaint
Date:02/12/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
February 4, 2025 I had a physical assessment/evaluation done by a Physical Therapist. She submitted it along with a request to get authorization from my Insurance(for more appointments). The request wasn't sent to my Insurance, that day/nor week. Neither was it sent Monday, February 10, 2025(when, I inquired about it again). I asked my **************** didn't see anything being submitted). This is an on-going issue with this Company. Them doing so, prevents me from scheduling continued Physical Therapy(in a timely manner). I've attempted to reach out to their Corporate Office(only to be told there's no contact phone number for their Regional Manager). They have a e-mail, but I prefer to speak with them in-person. I shouldn't have to push to get authorization for more Physical Therapy appointments. They're hindering my Physical Therapy & delaying my progress(which, I've notably made).
Business Response
Date: 02/20/2025
Athletico takes all public concerns seriously but, due to HIPAA, cannot engage in public discussions about specific patient circumstances. Our goal is for individuals to be satisfied with all interactions with Athletico. We have reached out directly to resolve this issue.
Customer Answer
Date: 02/21/2025

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:01/23/2025
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.
Went to ****** location on 1/3/2025 and 1/7/2025 for physical therapy on my right knee. I was responsible for $80 each visit, with my insurance paying the majority. On 1/3, most of the time was spent filling out information on their tablet with about 7 minutes talking about my issue and a little stretching. On 1/7, I peddled the bike for 13 minutes, stretched by legs on a slant board for 2 minutes and did some actual exercises for about 12 minutes. I had gone to therapy at other businesses in the past and this was by far the worst experience. I canceled my remaining appointments.
Business Response
Date: 01/31/2025
Athletico takes all public concerns seriously but, due to HIPAA, cannot engage in public discussions about specific patient circumstances. Our goal is for individuals to be satisfied with all interactions with Athletico. We will be reaching out directly to resolve this issue.
Customer Answer
Date: 01/31/2025

Complaint: 22848109

I am rejecting this response because:

Sincerely,

****** ******
Customer Answer
Date: 01/31/2025
you state that your goal is for all individuals to be satisfied in your answer, therefore, refund my money
Business Response
Date: 02/20/2025
Athletico takes all public concerns seriously but, due to HIPAA, cannot engage in public discussions about specific patient circumstances. We have reached out directly to resolve this issue.
Customer Answer
Date: 02/20/2025

Complaint: 22848109

I am rejecting this response because:

Sincerely,

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

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Athletico Physical Therapy Headquarters is NOT a BBB Accredited Business.