Business Profile

Physical Therapist

Athletico Physical Therapy Headquarters

Headquarters

This business is NOT BBB Accredited.

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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

56 total complaints in the last 3 years.
35 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:12/08/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Service provided on 8/18/23 at Homewood Athletico location.My wife has spoken to ***************************** (Homewood Location) and *************************** ******************* Background: 1. My wife saw Athletico's Free assessment service, which states the Free Assessment is a 30-minute assessment.2. She sent me this link to schedule an appointment: *********************************************************. When I opened the link on my phone I saw and clicked the "request appointment" button in the top right corner. 4. A day later, someone called me to schedule my appointment. She asked for my insurance information, and I asked her why she needed my insurance for a Free Assessment. She said she needed it for records. 5. I arrived to my scheduled appointment, and confirmed that this was a Free Assessment visit, as I was uncomfortable that my insurance information was taken at all. Again, I was told that it was a Free Assessment. 6. I sat in the waiting room for about 15 minutes, and then saw a therapist for 30 minutes. We discussed my back issue, and I performed no more than 3 reps of a handful of exercises. I left with a home exercise sheet. 7. A bill shows up weeks later saying I owe for a Therapy Visit.8. After several phone calls between my wife and Athletico associates, we understand that I clicked the wrong button when making the appointment. However, I asked several times on two different occasions to confirm this was a free assessment, and I was told it was.Athletico is maintaining this is our fault and had several justifications like, "A Free Assessment is only 15 minutes and this converted to a Therapy Visit for the other 15 minutes" to "The Assessment was when you spoke to someone on the phone" - which was me scheduling an appointment to "My staff is trained and informed [your husband] that this was not a Free Assessment". In summary, this has been a very frustrating experience, and we feel we are being taken advantage of and we may not be the only ones.
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:08/21/2023
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.
To the Better Business Bureau,I wish to highlight concerns about my interactions with Athletico Physical Therapy, Streeterville branch, overseen by ******************************Date of Service**: 03/16, 03/23, 03/28, 03/29, and 04/11 in 2023. The bill was received in April, and numerous disputes with Athletico have since occurred.**Amount Due**: $765.46 (Not yet paid)**Service ************************* physical therapy sessions for back pain, with the assurance that my insurance would cover the charges.**Nature of Dispute**: At the onset, the receptionist informed me that they had liaised with my insurance company and I was double confirmed that I would incur no charges. Subsequently, I was asked to sign an acknowledgment form. Contrary to this initial assurance, I received bills amounting to around $150 per session. The actual sessions consisted primarily of therapists demonstrating basic exercises, reminiscent of content on ******** with minimal oversight since therapists were always managing two other patients concurrently.**Businesss Resolution Attempts**: When I raised concerns about the billing, Athletico directed me to the previously signed acknowledgment form, asserting that it made me liable for any billing issues. No other resolution efforts were made from their side.**Athletico Account Number**: **************** In light of these concerns, I am compelled to question Athletico's transparency and quality of care. I kindly request the BBB to scrutinize their practices.
Business Response
Date: 11/16/2023
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: 11/16/2023

Complaint: 20504251

I am rejecting this response because: I never got a call from Athletico Therapy who claimed that they would reach out.

Sincerely,

Leijing Shan
Business Response
Date: 11/21/2023
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.
Initial Complaint
Date:07/31/2023
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.
Hi, about a year ago, my wife was looking for relief for a hip issue. (Headline - she still is). She went to Athletico, for physical therapy. They determined a root cause and ran her through 3 months of hou to hour and half long sessions a few times a week. Therapist spent about ***** min to show an exercise and moved on so most of the time was her doing exercises.It did absolutely nothing. Got a **** invoice for our portion (it was more to insurance). I complained to them at the time that it was misdiagnosed, they should have seen a lack of efficacy and changed course or referred to an actual medical doctor instead of continuing the useless exercises that only they benefited from. I have never done this before, but was furious. To be fair, I told them I would pay for half, since they did "work," but have continued to invoice me and now have escalated to a bill collector service. The amount is trivial, it is only $758.00, but I am so disappointed by the lack of accountability and perverse incentives here that I would like to make others aware and fight this. I am unsure of our rights, but now that it has escalated I feel it prudent to also escalate the complaint. She has been to several other specialists - Spine, Hip, Chiropractor. It seems no one can figure out what is actually wrong with her, even with MRIs and xRays. I am baffled how they diagnosed her and determined so quickly other than to charge us for their services. I am not concerned with credit scores, this comes down to price gouging, charging for unwarranted services that near actual medical fraud. I am seeking them to remove these costs, I have already paid what seems to be a fair amount (50%) for their completely ineffectual services.Thank you for your attention
Business Response
Date: 11/16/2023
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 believe charges and care to be appropriate and consider this issue resolved.
Customer Answer
Date: 11/20/2023

Complaint: 20403957

I am rejecting this response because it is boiler plate, unconsidered, unspecific and contains no relation to the case. It is a blanket "we stand by our policy" and "do not discuss matters in public." Well ok: privacy matters but there is no suggestion of a discussion, period. That is most certainly not a dialog, it does nothing to work with a customer to come to a consensus (which I tried to do on several occasions with the admin and the actual therapist in the branch), nor is it a at all related to a mediated response in good faith. There is nothing about this mater that can be considered closed except the closed mindedness of the provider.
Sincerely,

*************************
Initial Complaint
Date:07/10/2023
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 was referred to and received therapy from Pivot Physical Therapy in ******, **. I was told that my co-pay and total cost per visit would be 25$ and that payment was due at the time of service. I was also told that if any treatment would exceed the 25$ co-pay, that I would be consulted first so that I could make necessary budget adjustments if I agreed to the treatment. I scheduled the frequency of my therapy based on the 25$ expectation. I paid for each of my visits on time, but one month after completing my therapy, I received a bill for roughly $192. I have called the billing department several times and was given two conflicting reasons for the bill. The first reason was that the $192 was for services rendered after my insurance claim. I contacted my insurance and was told that therapy was co-pay based on my plan and that there were no services rendered that were not covered by my co-pay. The statement is also incorrect as there are different charges for the visits, but my visits were consistently the same each time. After speaking with both billing and insurance, I believe this excuse for the $192 to be false. The second reason I was given was that my co-pay was mistakenly charged as $25 for each visit when I should have been charged $40. This makes sense as the difference of $15 x the number of visits equals $195. I scheduled the 13 visits based on the $25 that I was told each visit would be. The ***** representative may have been incorrect on the co-pay amount, but I would not have scheduled as many visits if I had been aware the cost was $40. I also feel this was deceptive in nature because at no point during my 13 visits was I told that there may be a discrepancy in co-pay. It was not until roughly a month after completing therapy that these hidden costs emerged.Ultimately, I was told a cost by Pivot that I feel baited me into scheduling more frequently and then additional charges were added after therapy was completed. This is predatory.
Initial Complaint
Date:06/28/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I hope this email finds you well. I am writing to address a concerning matter regarding the charges I received for my evaluation session at your Dearborn location. I visited your facility for a single evaluation session last year, which lasted only 45 minutes. However, I was surprised to find that I have been billed a total of $529 for this evaluation.While I understand that different exercises may have varying prices, it is important to emphasize that my visit was solely for an initial evaluation and did not involve any subsequent treatment or exercise plans.I acknowledge that there may be individual costs associated with specific exercises or treatments, but the overall charge of $529 for a 45-minute evaluation seems disproportionate and unfair.I believe it is unjust and unreasonable to charge such a substantial amount for a brief evaluation session. Moreover, I recently contacted Athletico Dearborn to inquire about the cost of a first-time evaluation, and I was informed that it is typically $125. This information has further intensified my concern about the excessive charges I have incurred.I kindly request that you thoroughly investigate this matter and put yourself in the shoes of a customer faced with such a significant financial burden. I believe it is crucial to ensure fair and transparent billing practices to maintain the trust and satisfaction of your customers.Furthermore, I would like to draw your attention to the fact that my bill has already been sent to a collection company. I implore you to halt any collection efforts until this dispute is resolved. It is my sincere hope that we can reach a fair and reasonable resolution regarding the charges in question.I kindly request that you promptly respond to this email and initiate the necessary actions to rectify this situation.
Business Response
Date: 06/30/2023
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: 06/30/2023

Complaint: 20252557

I am rejecting this response because:
they failed to reply my emails and called many times and nothing happened since long . I spend a-lot of time in the phone with them for hours , who's gonna compensate me for this time life is busy now days instead of spending time with my family i spend my time talking with athletico and answered me coldly, I can't do anything .Their employee don't have responsibility and sense of care for the costumers and their financial situation . 45 min of evaluation cost 529$.
Iam going to *** them if that going to hurt my credit score , its with a collection agency already. I am forwarding the case to my company lawyer and I encourage all people to do the same with all merchant fool the costumers.
This is a good excuse for them to get rid of it . I hope they respect the costumers rights as they respect the ***** law.

Sincerely,

**************
Business Response
Date: 07/11/2023
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 and consider this case closed.
Customer Answer
Date: 07/12/2023

Complaint: 20252557

I am rejecting this response because: no one contacted me and taking HIPPA as an excuse to close the case here . i will continue with law *** . i do have a free attorney service from my employer. i spend alot of time trying to solve this issue their staff seems careless .

Sincerely,

**************
Business Response
Date: 11/16/2023
We have contacted this patient and feel we have come to a resolution. We consider this case closed.

Thank you,
Initial Complaint
Date:06/19/2023
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.
This issue involves Athletico ******************* I had physical therapy treatments done at Athletico. This was part of a treatment plan with pre-determined visits. After almost all of the visits, they billed my insurance within 30 days of services performed, and I paid the difference owed. I asked the lady at the desk after my final visit and she said I was all caught up, and everything was good. 2 years later, I recieved a bill from Athletico for almost $900 for services done 2 years ago. I immediately called Athletico and asked them what this bill was, and why it wasn't submitted through my insurance within 30 days of treatment. They had no answer. They told me theyve been trying to reach out to my attorney for payment, which makes no sense since they were billing me and submitting bills through my insurance. Athletico submitted this $900 bill through my insurance 2 years later, after my out of pocket deductible reset, and my insurance denied it, since it was submitted 2 years late. Athletico told me the bill is my responsibility, even though it's their error. They also put me in collections and I'm currently trying to dispute it. I want them to resolve this. I should not be responsible for a bill that would have been covered by insurance, that they failed to submit in a timely manner. I have been communicating with Athletico and the collection agency, and Athletico is still demanding I pay this bill. They haven't answered why they submitted this bill late, and I asked for statements and documents through the collection agency.
Business Response
Date: 06/26/2023
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.
Customer Answer
Date: 06/27/2023

Complaint: 20207147

I am rejecting this response because:
This is a generic response that Athletico sends all its complaints.
Athletico has not done anything since the complaint to resolve the issue.
I was never contacted by Athletico and my account status is still in collections due to their billing error.
This company is highly unprofessional. The unethical billing practices they used against me seem like more than a "billing error."
I will be sending my insurance EOBs to the collection agency, to show them when services were performed, versus when they were submitted to insurance.
Please resolve this issue that YOUR billing department created.

Sincerely,

***********************
Business Response
Date: 09/05/2023
Good afternoon,

We have evaluated the patients concerns and while we regret that they are not satisfied with their experience, we stand by our services and billing was appropriate. We have reached out in an effort to resolve this issue. We consider this case closed.

Many Thanks
Initial Complaint
Date:06/06/2023
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 started attending physical therapy middle of April and was never given an explanation of prices or that they wouldn't know how much to charge me until my insurance sent an explanation of benefits. In my third week as I was making my next set of appointments I was told by the receptionist that my insurance would cover 60 visits. I just received a thick envelope with explanation of benefits from my insurance explaining that I owed $1500. When I tried to log into the patient portal it said I needed the account number from my most recent bill however I have never received a statement. The claims I received from my insurance showed that Athletico was charging different amounts on different days, when I spoke with the receptionist she said it was because they use different codes for different services; the codes used on my claims that had different charges were the same. I spoke with someone from the billing department and she said it was my responsibility to know my benefits regardless of what the receptionist said because what the receptionist said isn't what they meant. The following statement is taken straight from their website:Our team also verifies your insurance coverage and communicates a quote of therapy benefits from your insurance carrier before you start. This was never done and I'm now being told that it's my fault for not knowing my benefits when I was told by the receptionist that my visits were covered.
Business Response
Date: 06/26/2023
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.
Customer Answer
Date: 06/26/2023

Complaint: 20150691

I am rejecting this response because: they used a generic response to skirt responsibility. I am the patient and wave HIPAA. I will not be paying the bill until the business has a proper discussion with me and a solution proposed.

Sincerely,

*****************************
Business Response
Date: 07/11/2023
We have evaluated the patients concerns and while we regret that they are not satisfied with their experience, we stand by our services and billing was appropriate. We ask all patients to double check their insurance benefits before starting treatment. We consider this case closed.
Customer Answer
Date: 07/12/2023

Complaint: 20150691

I am rejecting this response because: I was told by a representative of the company that my insurance covered my visits. I was standing there as they looked it up. I had no reason not to trust the word of their representative.

Sincerely,

*****************************
Business Response
Date: 11/17/2023
We have evaluated the patients concerns and informed the appropriate team members for further review. While we regret that they are not satisfied with their experience, we stand by our services and billing as appropriate. We ask all patients to double check their insurance benefits before starting treatment.
Initial Complaint
Date:05/23/2023
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.
I have rec'd bills from Athletico on a monthly basis for $1652. I have called and provided my primary and secondary insurance 3 different times to their reps and I just rec'd another bill. When I call ******** and ******** they state they were never billed for these services. I just called them again and was told they billed ******** and ******** and these denied and that is a blatent lie! I want someone to help me get this bill sent to the insurance company because I don't have the funds to pay this bill and I don't want sent to collections as they are threatening. Acct number **************** ***************************
Business Response
Date: 07/05/2023
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 and consider this case closed.
Initial Complaint
Date:03/27/2023
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.
On 12/05/2022, I had my first physical therapy appointment at Athletico ********** location. When I called ahead of the appointment, I was told they are in network for my BCBS of ***** PPO plan. I have a $25 co-pay. For that appointment I was later charged $310. I went 5 more times in December 2022, and was only charged my $25 co-pay for those visits. When I got the $310 bill in January, I called Athletico and the receptionist told me the first visit was billed out of network because they have a new physical therapist, ********, who did not have all her credentials in with BCBC at the time of my first visit so she was showing up as out of network. The receptionist promised the issue would be resolved and they would honor the $25 co-pay for the 12/05/22 visit. The issue has not been resolved. My Athletico balance is still showing up as $310. I called the Athletico billing line and explained the issue on 2/28/23. They required a "reference number" from BCBS to refile the claim. I called BCBS and got the reference number ******** and gave it to Athletico on 2/28/23. Still my balance shows as $310 as of 3/27/23.
Business Response
Date: 05/12/2023
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.

Many Thanks,
***********************
Customer Answer
Date: 05/12/2023

Complaint: 19857252

I am rejecting this response because: they have not yet reached out to me as they said they would in their response. If they do actually reach out to me, I will accept their response.

Sincerely,

*************************
Initial Complaint
Date:02/01/2023
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 1 appointment with ********************** located at the **************** facility. Prior to making the appointment I asked very specifically what my **-pay would be (over the phone) for my service and was told that I had no **pay. I went ahead and booked my appointment and made a follow up appointment. The next week, I arrived for my follow up appointment and *********************************** told me that I had a balance due for my ** pay. I explained to her that I was told I didnt have any ** pay even after I asked twice to be sure. She said no one there **uld give me that information but her and that I was to pay $40 for the ** pay. I asked her to cancel my appointment going forward and I paid her half of the ** pay that day ($20) and I received a receipt for the half ** payment on 12/6/22. Now I get a bill in the mail from Athletico stating I owe $113. Again this is another amount that no one disclosed to me accurately which would make it 4 times I was told inaccurate information about my pricing.
Business Response
Date: 02/28/2023
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.

Many ***************************************************************** Manager
Customer Answer
Date: 03/09/2023

Complaint: 18963319

I am rejecting this response because:
Unfortunately the business has yet to contact me about the manner so I am still dissatisfied and I have yet to receive any correspondence from Athletico.

Sincerely,

***********************
Business Response
Date: 07/05/2023
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.

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Athletico Physical Therapy Headquarters is NOT a BBB Accredited Business.