Complaints

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

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  Results Physiotherapy

  805 Blankenbaker Pkwy, #107 Louisville, KY 40243

• 

  Results Physiotherapy

  2011 Grinstead Dr Louisville, KY 40204-1295

• 

  Results Physiotherapy

  1711 Cedar Grove Rd # 30 Shepherdsville, KY 40165

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/03/2023

  Type:Billing Issues
  Status:

  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.

   When I began physical therapy treatment for my ******** in May 2023, I was told that I had to pay them $318 which was the remaining part of my yearly deductible. I paid $100 on May 26 and another $100 on June 12. At that point, I wanted to check what was remaining on my deductible because I knew other medical bills had been filed. Upon doing so I found out from Humana that I do not owe any deductible on physical therapy. On my next visit, I made Results Physiotherapy aware of that but they refused to give me my money back until I was discharged. So on June 30, I called Humana. A representative named *** *called Results Physiotherapy on my behalf and was sent to a third-party billing company who explained that their policy is to only refund money after a patient is discharged. *** (Humana) explained to them that there is no reason to hold my money because I will not ever owe them money. The company also received EOBs which stated that my responsibility was $0. They said they would send a request to is*** a rush refund to another department. *** advised me to call Humana back if I had not received a check in two weeks. I waited a whole month to give them plenty of time. Still not having received a check, I called Humana back today 8-3-2023 and spoke with ****** He called the Results Physiotherapy billing office again and put us on a three-way call. He talked to ******* who stated the same policy and said they did a request to the other department but had not heard back. I asked if we could speak to that department and was told we could not. ****** claimed that they called Humana at the beginning of my treatment and was told I owed $318 on my deductible. ***** checked Humana records and found no such phone call listed. Results Physiotherapy knows that I do not owe the money, nor ever will, but are holding my $200 until I’m discharged which would be the end of August at the earliest. My account number with Results Physiotherapy is ********

  Business Response

  Date: 08/14/2023

  At Results, our goal is to deliver exceptional services. We regret that was not the consumer's experience. Our Customer Support Manager is working with the consumer, and the consumer has been apprised of a resolution in this matter.

  Customer Answer

  Date: 08/14/2023

  
  
  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,
  
  
  
  ***** ******

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:02/21/2023

  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 began going to Results Therapy in September 2022 for my Jaw. The Therapist was amazing and the staff was very kind. The issue I had was with the billing department. After I went to 2 or 3 visits the staff said that insurance came back and did not cover my visits. I paid from my own personal credit card, trusting that they were correct that insurance did not pay for my visits. I continued to pay for visits after coming in a few more times as well. I found out that I paid for 7 visits in total. After viewing my EOB from my insurance company, I saw that my insurance did indeed pay for my 7 visits. After this came to my attention, I have talked with their billing department at least every other week to get an update. At first they said a refund was initialized and should get it in 4 weeks. I waited and did not receive a refund. Called back and they said a check should be at my home in 4 weeks. Same result- nothing in the mail. Called back and then they said it was being reviewed. I have been calling their billing department multiple times, and keep getting the story they are sending my EOB to their team to review and to wait 1-2 more weeks. The last call I had was 2/20 and I talked with the supervisor in the billing department, and she said they are getting different numbers that what is on my EOB and she would escalate these to be reviewed again. (this is the 4th or 5th time) This has been ongoing since 11/9 and I have not gotten the funds owed to me. They have my EOB that I have emailed multiple times, but if they need them sent again let me know.

  Business Response

  Date: 03/02/2023

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

   

  Good afternoon,

   

  At Results Physiotherapy, our goal is to provide remarkable services. We regret that this was not the consumer’s experience. A senior member of our Customer Support Team has reached out to the consumer in an effort to resolve this. The consumer indicated they were satisfied with the progress.

   

  Please let me know if you have any questions or need further information.

   

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

  
  

  Customer Answer

  Date: 03/03/2023

   
  
  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.

   

  It took 6 months to get a refund processed, but I am glad I am finally getting my money back.
  
  
  
  Sincerely,
  
  
  
  ********* *******