Complaints

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

close

Find a Location

Athletico Physical Therapy Headquarters has 67 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

• 

  Athletico Physical Therapy Headquarters

  2122 York Rd Ste 300 Oak Brook, IL 60523-1925

• 

  Athletico

  4925 Jackman Rd Toledo, OH 43613-3574

• 

  Athletico Physical Therapy

  3461 Hudson Dr Cuyahoga Fls, OH 44221-1113

• 

  Athletico Physical Therapy

  1801 W Maumee St STE 125 Adrian, MI 49221-1397

• 

  Athletico Physical Therapy-Gretna

  16918 Morgan Ave STE 11 Gretna, NE 68028-4089

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:07/10/2024

  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.

  I brought my daughter to Pivot Therapy for 5 physical therapy sessions between the dates of 02/26/24 and 03/13/24. The office got authorization from United Healthcare prior to starting treating and I was advised that they had a contract rate of $77/session with UHC. I paid this and it was my understanding that this was what was owed. After waiting for months to received an EOB from United Healthcare for these services which I needed so I could submit this info the secondary insurance, I was able to find out with the help of UHC that they never actually billed UHC. When ***** was pressed, they stated that there was an issue with coordination of benefits (they claim UHC stated that they were not the primary, but UHC has no evidence of this). UHC asked that they simply re-submit the bills, but ***** stated that we were now outside their 90 day submission policy and refused. They stated that I could submit on my own, but UHC advised me not to to do b/c they said that patient claims were solely for out of network which they didn't believe this was. HSRI also needs to EOB so they can pay the remainder if any. I received a bill (for the first time) from Pivot at the end of June which stated my balance was $1078. They also said they did not bill insurance and the bill only reflected one of the 5 payments of $77 I made. I would like the bill to reflect properly, and to have these submitted to insurance as they should have done in the first place.

• Initial Complaint

  Date:06/27/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid a $49 copay for every visit but athletics kept charging me extra and even the physical therapy office said it was a mistake. Eventually I paid hundreds of dollars to stop getting the bills. My insurance company said I did not owe the money that I was getting billed. I wanted to be done with them. Then five months later another bill arrived in my email after I paid balance in full AND havent stepped foot in the PT office. Which also by the way never helped my injury in the end. So all this money spent for nothing. The false billing is infuriating and unethical business. The woman on the phone couldnt figure it out either but eventually in a condescending tone let me know its billed in 15 min increments which doesnt apply to my very basic routine therapy session but also was never mentioned in any of my visits. I owed only the copay. And paid every time.

  Business Response

  Date: 11/14/2024

  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:06/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Athletico Physical therapy provided physical therapy to me, ********************************* from 1/3/2024- 1/23/2024. The account number is ******************** amounts for each session are all different and very costly. I called the office on 5/16/2024 to inquire about this. They told me it is because they charged depending on the time they provided therapy and they did not offer any solutions.I was not informed of the cost when I started therapy and did not know I surpassed the time.The therapist( ****************) also provided therapy to other patient at the same time he was seeing me and I was several times waiting for him to come back to continue my session. This caused the sessions to be longer and therefore, I had to pay more money. This was not fair. I was not satisfied with the results of the therapy because my therapy goals were not met. This was reported by the same therapist. I have a copy of the discharge summary if need it. I would like a reimbursement of my money. The total amount due is $514.73 for four sessions. I have paid $400 dollars so far.

  Business Response

  Date: 06/18/2024

  Thank you for informing us of the complaint submitted by one of our patients.  Please find Athleticos response to the assertions made by Mr. **** in his complaint.

  We have addressed Mr. **** complaint, an emailed was sent to Mr. **** today, June 18, 2024, to advise of resolution.  We provided Mr. **** with an updated bill statement reflecting a zero balance. 

  Findings:    Athletico applied the self-pay rate of $150/session for date of services of ******** 5, 2023, ******** 7, 2023, and ******** 19, 2023.   On April 9, 2024 (late afternoon), ******* spoke with Mr. **** addressing his request for a manager callback.  She discussed his concerns regarding his son, ****'s account.  On April 16, 2024, patient mother, ****** contacted the ******************* our billing rep informed ****** that the balance owed on ****'s account was reflecting a zero balance.  

  I hope this helps clarify Athletico Physical Therapys position about this complaint.  Please feel free to contact me with any additional questions, concerns or need for clarification.
  

  
  Best regards,

  Customer Answer

  Date: 06/19/2024

   
  Complaint: 21861958
  
  I am rejecting this response because:
  Athletico is referring to other patient. I am not Mr. **************************************************************************

  Business Response

  Date: 06/21/2024

  Thank you for informing us of the complaint submitted by one of our patients. 

  A detail voicemail was left today, June 21, 2024, for ********************, and was followed up with an email explaining that additional research is needed to address her concerns.  There will be a follow up no later than Friday,June 28, 2024, with an update s to address her concerns.     She was also provided with direct contact information should she have any questions.   

• Initial Complaint

  Date:05/26/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Since this aforementioned date, I have had an increase in muscle tension of my whole neck, which has caused intensified headaches to my already chronic condition; my neck muscle have became sensitive to the touch. My vitals after the incident increased more than usual.I believe this issue has caused my current condition to worsen significantly. Due to this issue, I was forced to conduct therapy at an alternative therapist facility. I am current still seeking treatment from the injuries I endured due to the physical therapist improper management.The therapist Ignored the signs that I the patient was in an unreasonable level of pain, the therapist and the therapists assistant showed a clear sign of improper use of the **** machine, and failed to provide the appropriate level of care. The therapist persisted with this particular exercise despite observance of my inability to continue. The therapist did not protect me from unreasonable risk of harm during treatment.

  Business Response

  Date: 11/14/2024

  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 aware of the patient's concern and have attempted to resolve this issue directly with the patient.

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 21763271
  
  I am rejecting this response because:
  

     I have reached out to Athletico with negative responses and ***** Athletico's attorney offered me a low ball settlement, and denied that this accident happened. I have sent athletico a settlement demand letter which was ignored and a statement which was rejected, I have also sent proof and evidence of my injuries through medical documentation which the reports are clear and Athletico has been established as a liable party. I do not accept the bad faith that has burdened my health due to the lack of, communication, treatment and cost of treatment. 
  It seems like this business still does not take this grossly negligent incident seriously. I believe my demands and injuries should be met with fairness and integrity by this company, due to the evidence and witnesses that were there including *** the regional manager.
  
  I am willing to upload further evidence if Asked to do so, but to my recollection Athletico's has every document pertinent to this claim. I have been willing to compromise but Athletico continues to act in bad faith.
  
  

   

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

• Initial Complaint

  Date:05/04/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have credit scores 800+ and have for nearly our entire 40+ years of marriage. This is not just about a bill. It is about our spotless credit ratings, which Athletico shall not impact in any way over false billing 'from 3 years ago.'Athletico mailed a bill dated 04/19/2023 that we did not receive until 04/29/2024. It lists 5 charges from 2021 (!) and claims "Amount Due From You" [us] of $704.69. When a firm sends a bill for long-ago charges, the theory is that memories or records no longer exist, and the consumer will simply give up and pay. It can be a surefire way to "find new revenue" in a tough economy. It is also incompetent and unethical.We owe Athletico nothing. Athletico pre-cleared all treatment and verified all charges were fully covered other than my copays before I ever entered its facility. We repeatedly made clear I would not do so otherwise. I had many sessions that occurred BEFORE and AFTER these false charges. When I called our local Athletico office 04/29, they went right to the charges and the person verified, "You had many sessions BEFORE and AFTER these dates and all were billed and processed the same way. This makes no sense." The person said, "All I can do is file a ticket with Billing; I'll get back with you by end of week." No one has contacted us.We are giving Athletico the chance to do the right thing, admit its error, and send us something in writing latest 05/10/2024 verifying that we owe $0.00. If Athletico feels it needs more time than 05/10, then Athletico will verify in writing that these false charges are suspended, effective immediately, pending final resolution, and will report nothing to any credit bureau.Many today get notices from companies: 'We were hacked; here is free credit monitoring.' As a result, we have 2 such free services. If Athletico were to take any action that impacted our credit scores even a single point we would know about it, and why, and the repercussions would grow.The (credit) clock is ticking.

  Business Response

  Date: 06/14/2024

  Thank you for informing us of the complaint submitted by one of our patients. Please find Athleticos response to the assertions made by ****************** in his complaint:
  
   We have addressed Mr./******* ********** we emailed ****************** today, 6/14/2024 to advise of resolution. 

  Findings: ********************* recouped their insurance payments from Athletico in error.  We contacted and spoke with his insurance company on *** 9, 2024, regarding claims for date of *******s of ***** 16, 2021, thru *** 14, 2021.  ********************* sent the claims back for reprocessing.   The insurance has reprocessed the claims with no patient responsibility, we are waiting for the insurance company to complete the processing of claim for date of ******* of *** 14, 2021, once that claim is finalized and is posted to his account this will resolve ****************** complaint.   

  I informed ****************** that this will not be reported to the credit bureaus.

  I hope this helps clarify Athletico Physical Therapys position about this complaint.  Please feel free to contact me with any additional questions,concerns or need for clarification.
  
  Best regards,

• Initial Complaint

  Date:04/29/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My issue with Atheletico is related to the transparency in pricing and the lack of communication when on site for therapy. I was informed by my employer - Chicago Public Schools that all staff could receive a complimentary first visit (not applied or if there was a discount applied it's not clearly indicated in the multiple bills I received starting with the on on Feb 19, 2024). I was not informed of or asked to pay a co-pay or other fees prior to services each time I arrived at the site OR when they called me by phone. What is their fee for 1 hour of physical therapy? I have no idea and can find it nowhere on their website or at the physical location.The phone representative couldn't really provide an explanation to me as to why each visit amount was so vastly different from each other given that the visits were the same length of time every time I arrived (45-60minutes). For instance, one visit is $188.44 but another is $112.96. The exercises I was asked to do was minimal and I worked primarily with the same provider. I had them put me on a payment plan so it wouldn't go to collections, but I need some clarity as to what's going on because the $564.00 that they say I owe is a LOT. To date, I have paid them $150.00.

  Business Response

  Date: 06/25/2024

  Thank you for informing us of the complaint submitted by ********************************.  Please find Athleticos response to the assertions made by **************.
  
  We have address ********************************* complaint via email to advise of resolution with regards to her complaint.
  
  Findings: ************** feels there should be more advertise/transparency with pricing policy and share the feedback that the on-site staff did not mention or asked for payment related to her outstanding balance owed.   I thanked her for feedback and explained to ************** that Athletico values feedback from their patients as our goal is to continue to improve the overall patient experience. 

  ************** acknowledged that her employer Chicago Public Schools conveyed and miscommunicated that all staff could receive a complimentary first visit.   It was also explained that we do not have a set rate for physical therapy services that billed charges for PT services rendered will vary and it is based on how patients is responding to treatment sessions. 
  
  It was suggested to ************** when she have a moment to review her explanation of benefits from the insurance which reflects the insurance contractual rates/adjustments allowed by her health benefits of her plan. 
  
  Therefore, the current patient balance of $364.35 is accurately owed.  
  
  I hope that this helps clarify Athletico Physical Therapys position about this complaint.    Please feel free to contact me with any additional questions, concerns, or need for clarification.  

• Initial Complaint

  Date:04/19/2024

  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.

  I was experiencing back pain a few months ago, and I found out that Athletico offers a free assessment (see attachment screenshot from their website). I requested a *free* assessment. I went in and received a preliminary diagnosis, but later decided not to pursue physical therapy. I was billed $154.98 for a paid assessment later. When I called customer service, they indicated that free assessments are short, somehow implying that I was supposed to know when the assessment crossed the line from "free" to "paid." I was never informed of or agreed to the paid assessment. They continue to send me bills repeatedly despite my complaints.

  Customer Answer

  Date: 06/13/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. The charges have been eliminated. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/09/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son **** had physical therapy with Athletico ******************* last fall. For the last 3 appointments which were in December we told them that we wanted to pay the self-pay fee of $150/session as we didn't want our insurance billed for any December sessions (insurance would not be active). At the third session I paid $450 for the 3 sessions. Problems then began: they told me that they had sent the bill to their billing department and they would've billed the insurance. I asked them to fix the problem. We have now gone back and forth on this issue for over 3 months. The billing department sends me back to the manager at Athletico ********. Athletico Evanston sends me back to the billing department. Today i tried again , 4/9, as we recently got another bill from Athletico for $664.05. I tried to calmly explain the problem, again, and this time as i took notes on our discussion *******, the Athletico worker in the billing department, began raising her voice to me. She refused to tell me what would happen next when i asked for clarification. She finally stated she would send all to her manager, *************************, who would call me later today or tomorrow. However, as i haven't received calls back before, i decided to call Athletico Evanston. There i spoke to ******, the regional service manager, who told me that she needed time to look over all the notes about this case and that she'd have to call me back later. I said that i'd prefer she look over the notes now and i'd wait on the phone as i'd like to solve the problem. She then said "yes, i'll look at the notes now" and proceeded to hang up on me. What i'm asking for is the clearing of any outstanding billing as we paid the $450 for the last 3 sessions and all other fees owed from October and November appointments have been paid.

  Business Response

  Date: 06/21/2024

  Thank you for informing us of the complaint submitted by one of our patients.  Please find Athleticos response to the assertions made by Mr. **** in his complaint.  

  We have addressed Mr. **** complaint, an emailed was sent to Mr. **** today, June 18, 2024, to advise of resolution.  We provided Mr. **** with an updated bill statement reflecting a zero balance. 

  Findings:    Athletico applied the self-pay rate of $150/session for date of services of ******** 5, 2023, ******** 7, 2023, and ******** 19, 2023.   On April 9, 2024 (late afternoon), ******* spoke with Mr. **** addressing his request for a manager callback.  She discussed his concerns regarding his son, ****'s account.  On April 16, 2024, patient mother, ****** contacted the ******************* our billing rep informed ****** that the balance owed on ****'s account was reflecting a zero balance.  

  I hope this helps clarify Athletico Physical Therapys position about this complaint.  Please feel free to contact me with any additional questions, concerns or need for clarification.
  
  
  

• Initial Complaint

  Date:04/03/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/20/2023, during my first visit to Athletico I was informed by the staff front desk that my copay was $25 per visit, and that I was approved for 18 visits. She initially tried to get me to sign up for 4 visits per week. I informed her that at $25 per visit, I would only be coming once per week. On my next visit, staff informed me that she had made a mistake, and she doubled checked with my insurance, and I did not have a copay at all. Staff stated that now I could add 3 more visits per week. I decided to increase it to twice a week, instead of 4.Each visit, the staff tried to get me to increase my visits. On 2/20/2024 after my sixth visit, I scheduled two additional visits for the following week, 02/27/2024, and 02/29/2024. On Monday, 02/26/2024 I received an email from Athletico's billing department informing me that I have a $150.00 outstanding bill for my 6 appointments.I reached out to the billing department to explain that I was told by their front desk staff that they verified my insurance and that I did not have any copays! Billing informed me that they are not sure why someone at the front desk would tell me that, but I do have copays.I contacted the location where I attended and spoke with the front desk. She stated that when she verified with my insurance, they told her that I did not have a copay and that she does not know what to tell **** informed her that I was cancelling the rest of my appointments until I can verify what is really going on with my insurance and with their billing. She stated that she would cancel them and wait for me to call back to get back on their schedule.My insurance company stated that they verified my copay with Athletico, and they knew I had a copay. As of today's date, an additional $50.00 charge for 2/27/24 and 2/29/24 has been added to my bill even though I cancelled and did not attend. Billing state that they only bill for what the location charge. The location will not answer, nor return my call.

• Initial Complaint

  Date:02/29/2024

  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.

  I visited Pivot Physical Therapy located at ****************************************. I explained that I had muscular pain. Pivot ran my insurance and explained that my insurance accepted a certain amount of visits and stated that I have no responsibility to make any payment and that it is covered by my insurance as long as the visits don't exceed what they approved. I did therapy from January, 2023 through March, 2023 and confirmed at several occasions that my billing responsibility is $0, and they confirmed. After I finished all my sessions, I received mail from Pivot that I owe them $635.5. I rejected the bill and explained to them that it is unfair that I'm slapped which such a large amount after all the sessions are completed and I was informed that my responsibility would be zero dollars.