Complaints

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:04/02/2025

  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.

  The invoice was given to us in person January 8, 2025.Twice I tried to resolve the issue in person.On March 14, 2025, without any warning, I received a communication from a debt collector (Accounts Receivable, **********************************************. Tel. ************ Text:*****. The amount disputed was $240.00.I was perplexed because the bill was just given to me on January 8, 2025. Why was it going into debt collection without any prior mail warning?Marathon Therapy provides medical treatment. I am a senior citizen on ******** with no copayment. There was no warning that copayments or deductibles needed to be paid. If I would have been aware of this, I would not have accepted treatment. Since it went into collection, I had no choice but to pay the bill in order to stop the collection company from calling and texting **** request a refund for my $240.00. This company should not be allowed to prey on older people and threaten them with collection without any prior notice.I need your help. Please investigate.

  Business Response

  Date: 04/18/2025

  Dear Better Business Bureau,
  Thank you for bringing this concern to our attention. As a private physical therapy practice, we are committed to providing high-quality care and clear communication regarding our billing procedures. We sincerely regret any distress this situation may have caused the patient and would like to respectfully provide our side of the story.
  The balance of $240.00 referenced in the complaint was applied toward the patient's insurance deductible, as determined by her insurance provider. We do not have control over what a patients insurance deems as patient responsibility, and we rely on the insurance explanation of benefits (EOB) to bill patients accordingly.
  The invoice was provided to the patient in person on January 8, 2025, and as is our standard policy, additional attempts were made to collect the balance prior to referring the account to an outside collections agency. While we understand the patient may not have received or retained those notices, our intention was never to cause distress or act without warning. Unfortunately, despite our efforts, the balance remained unpaid, and we sought the assistance of a third-party collections agency to help resolve the matter.
  It is never our desire to escalate matters unnecessarily. However, as a small business, we must sometimes rely on external resources to recover outstanding balances when multiple internal attempts have not succeeded. The decision to proceed with collections was not made lightly but was necessary due to nonpayment after a reasonable amount of time had passed.
  We acknowledge the patients concerns and empathize with the challenges she has expressed as a senior on ********. However, we must also honor our responsibility to manage our business operations fairly and consistently across all patients. It is important to note that all patients, regardless of age or insurance status, may be subject to deductibles or other patient responsibility amounts depending on their insurance coverage.
  We do not prey on or intentionally target any population. We serve a diverse community and treat all patients with respect, compassion, and transparency. We would be happy to speak directly with the patient to clarify her concerns and explore a fair resolution, though at this time, the balance has already been paid in full.
  Please feel free to contact us with any questions. We remain committed to improving communication and ensuring all patients feel supported throughout their care experience.
  

  Sincerely,

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

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