Complaints

This profile includes complaints for Ivy Rehab Network Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Ivy Rehab Network Inc. has 7 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

• 

  Ivy Rehab Network Inc.

  1311 Mamaroneck Ave Ste 140 White Plains, NY 10605-5224

• 

  Ivy Rehab

  450 Amwell Rd Hillsborough, NJ 08844-1218

• 

  Ivy Rehab Physical Therapy

  95 W Main St Ste 6 Chester, NJ 07930-2487

• 

  Ivy Rehab Physical Therapy

  800 Denow Rd Ste U Pennington, NJ 08534

• 

  Ivy Rehab

  3751 S State Rd Ionia, MI 48846

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:06/21/2023

  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.

  We have been having issues with their billing department and because of technical issues on their end they have now threatened to send us to collections. Each time I call and have it resolved they tell is everything is fine and then we get a collections warning. And instead of resolving the issue on their end they want to leave it up to us even though I have done everything. When you ask to speak with a supervisor they whoever answers the phone will tell you they are a supervisor. I am so frustrated and upset because I am doing everything I need to get them their payment. And they tell me something different each time. I SHOULD NOT have to call their IT department to figure out their issue !!! In the image showed you can see that it says we are on a payment plan. I talked to an individual on 5/17 and now again on 6/20.

  Business Response

  Date: 10/10/2023

  To protect HIPAA, no personal details will be shared. I have reviewed the account and confirmed the patient is not at risk for collection turnover. Patient has an active payment plan and is reflected on the statement attached. 

  Customer Answer

  Date: 10/10/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:05/31/2023

  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 attended physical therapy from Jan 2023 to approximately End of February 2023 in ****** **. No issues with physical therapy therapist was great. I paid my bill with my *** and debit card. My insurance reprocessed my insurance claims leaving me with a credit of $145.86. I am simply asking for the amount that was paid on my *** card to be refunded to my card and not refunded in the form of a check. I have made several phone calls and when this happened last year it took from February to October to get it fixed. I call and speak to a representative they say a supervisor will call me back within 24 to 48 hours and no one ever does. Then they tell me a supervisor request was never done and that it will take another 24 to 48 hours. I have called multiple times and I am getting no where. I am not able to deposit to my *** so I need to have the funds put back on my *** so it can be used for medical expenses. I also need to show proof it was used for a medical expense and I requested a copy of my statements which I have also not received. I have been told multiple times someone will call me back and they never do. I asked if I could just have the *** amount put on my card and the rest in the form of a check also. I have to show where the funds on my *** went so I need the money back on my card.

  Business Response

  Date: 11/16/2023

  To protect HIPAA, we will not disclose any personal patient information. I can see this account has been resolved in the system. If the patient is unhappy with the resolution, we are happy to discuss those concerns directly with them. Thank you.

• Initial Complaint

  Date:05/25/2023

  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 been the victim of gross misrepresentation and deceptive billing practices by Ivy Rehab. I engaged *** Rehab for physical therapy due to an arthritis condition. Prior to the first visit earlier this year, I spoke with a representative after providing my insurance and health condition report from the doc. That individual employed by *** Rehab sent me an email on 1/17/23, prior to my first visit, and clearly states a cost per visit. This email was sent by a representative of the business, for services known and states I will pay $95 per visit. I responded to the email in the affirmative with acceptance to the $95 per visit, provided a credit card for payment prior to the session and during each session the businesses charged the card that day. The email sent on 1/17 came with a welcome package which is referenced in the email that sets personalized billing expectations. I went through 16 different PT sessions with this business, never once was told my account had a balance that exceeded $95 per visit, which I was paying on a per *********** at the time of service rendered. The sessions went on for several months, in which nothing was mentioned to me that the $95 per visit didn't cover the balance. The initial email with clear written pricing, turns out to be grossly inaccurate. Weeks after my last visit I received a text message billing statement stating an additional $700+ was due. The business is claiming by accepting their welcome package, which is a condition of service, I acknowledged that the initial email with clear written pricing is just an estimate. The email made no mention of this figure being an estimate and never once did a representative of the business (over 16 visits) state anything to that effect. Feels like a billing fraud scheme. As a consumer that was emailed a specific written cost for each service, I want to make others as aware as possible, so they too arent victimized by *** Rehab. This is gross misrepresentation and deceptive bill.

  Customer Answer

  Date: 06/19/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Ivy Rehab Network Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

  Business Response

  Date: 12/05/2023

  For HIPAA purposes, no specific patient details will be shared. In review, I have determined that our Patient Experience team has reached out to discuss this issue with the patient and this has been resolved. Please feel free to reach out to our Customer Service team if there are still any issues. Thank you.

• Initial Complaint

  Date:05/22/2023

  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.

  At my first visit to Ivy Rehab/Elite Physical Therapy, I was given a form that listed the cost of my first visit would be $31.34 and follow up visits would be $15. Unfortunately, I believed them. I gave them my credit card for the first visit. After a few follow up visits (when someone was at the desk) I asked what I owed and was told they were automatically charging my credit card for each visit, so I didnt owe anything. Months after I was done with PT, I received a text, phone message, and a letter from a collection agency stating I owed $546.67. I called to find out what the bill was for and was told that the first visit was actually $158.01 and follow *** were $75 each. Since they had checked with my insurance company right before my first visit, they should have told me the correct prices. They are very deceptive and unethical. Also, a couple of times they texted me stating I had an appointment the following day, (which I did not make) and if I did not cancel, I was going to get charged. Even after I was done with PT, they continued to text me about appointments. I had to call multiple times to tell them I graduated and was done with PT. I went there from 11/28 through 12/29 and paid them $136.34. Account #****************. I would not have gone as many times if I knew it was $75 each time. Again, *** Rehab is very deceptive and unethical!

  Customer Answer

  Date: 06/18/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Ivy Rehab Network Inc. regarding complaint ID ********.
  
  Sincerely,
  
  **** ** *******
  

  Business Response

  Date: 12/05/2023

  To protect HIPAA, no patient details will be shared. I have reviewed the complaint and confirmed a representative has spoken with the patient regarding this concern. This issue has been resolved. Patient can reach out to our *************************** if further assistance is needed. Thank you.

  Business Response

  Date: 12/14/2023

  To protect HIPAA, no personal details are shared. At Ivy, all patients are provided an estimate as insurance benefits are verified as a courtesy. Estimates are not a guarantee of cost or coverage of service. This information is provided to all patients in their welcome packets. Any additional balances are determined by the insurance once claims have been submitted and processed. 

  Customer Answer

  Date: 12/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  While I was going, they told me I did not owe anything else other than what they were charging my credit card.  They waited months after I was done to then charge me an additional amount.  I would not have gone as often if they gave me the amount they are now charging.  They are deceptive by telling people a lower amount at first and then charging more after they are done. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:05/19/2023

  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.

  On 2/21/23 my husband ***************************** went to Ivy Rehab for an appointment. He signed in on the online portal which then directed him to pay his balance of $661.07 with the account on file. He did not realize he was paying but then I received confirmation. I called Ivy Rehab immediately and advised that I did not want to pay using my checking account but preferred to use my Flexible Spending Account I have through my job as those funds must be used by the end of the year. The rep took my *** Payflex card info over the phone and charged the $661.07 to the *** account. She advised I would receive a refund to my checking account for $661.07. I followed up several times with calls and emails about the status of the refund. About 3 weeks after the transaction I was told they needed a copy of my checking account statement. Due to my error, I thought I had to wait a month to see a bill for prior expenses so I did not email them the statement until 4/10/23. However it's been over a month and I still don't have the refund. Every time I call, I am told they need to verify insurance payments received before they can look at refunds. This is not my fault and I should not have to wait. I called on Monday 5/15/23 and was told someone would call me back. No one did. I sent an email on 5/16/23 stating if I did not receive my refund by 5/19/23 I would have to file an official complaint. I received no reply therefore I am submitting this complaint. Please assist in receiving the refund of $661.07. Thank you.

  Business Response

  Date: 12/05/2023

  To protect HIPAA, no patient details will be shared. In review, I am seeing this issue has been resolved. If there are any further concerns, please do not hesitate to reach out to our customer service team to assist. 

  Customer Answer

  Date: 12/07/2023

  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 and the matter has been resolved.
  
  
  
  Sincerely,
  
  
  
  ******** *******
  
  
  
   
   
  

• Initial Complaint

  Date:04/19/2023

  Type:Product 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 have a chronic back injury that required a surgery in 2019, and as of 2022 the pain required additional physical therapy. I began seeing a PT at a ************ location of Ivy Rehab on a weekly basis to help alleviate pain.I was being charged my $40 copay for each weekly visit, and on 9/9/2022 had a back injection that resulted in costs that completed my deductible of $2000. The terms of my health insurance state that after $2000 of qualified medical expenses, there is a $0 cost per visit. After 9/9/22, I continued to visit the Ivy Rehab location weekly, and unknown to me they were still charging my card on file for the $40 copay (even though the billing department could have accessed my deductible information and stopped actively billing me). This resulted in my overpayment to Ivy Rehab of approximately **** visits at $40 each, for a total of ******* dollars.I have contacted my health insurance provider (UMR) and they stated that it is my responsibility to recover overpayments to a medical provider. In January 2023 I started the process with their billing department to obtain a refund, but I was told that because there were open claims with the insurance company, they are holding those funds in case the latest claims are denied by insurance. I have called back 3+ times, and because I visit the PT weekly, the older claims always become closed out and the newest claim from the previous week is open. They stated that it is their policy to not provide refunds until treatment is completed. In my case of a chronic back condition, there is no treatment end date. Without stopping the medical care I need, I cannot get the money that is mine and wrongfully collected. I would like a formal response from the company, as well as a refund for the entire balance overpaid.Please see the attached claims summary from my insurance, all visits to '*********' (My Ivy PT's name) after 9/9/22 show a 'You Pay' value of $0, but the company continued to charge me through Jan 2023.

  Customer Answer

  Date: 05/15/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Ivy Rehab Network Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  Date:03/14/2023

  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.

  December 28,2020 was my first telehealth visit with ****** out of the *********, ** location. From that date to March 12,2021 I had a total of 16 telehealth visits. I had confirmed with ********************* in the office that the copay would be $5 due to the expanded access to virtual visits during the national public health emergency period. I received a bill for all of the visits for $155 and paid it on 6/8/21. Months later I received a bill for $415 for services rendered from 1/4/21 to 3/12/21 for 14 visits which I have argued I should only be paying $70 for yet totally ignoring that I already paid $155 for all of the visits between December and March.In actuality, all told, with a $5 copay I should have paid $80 for the 16 visits.$155 would have been for 31 visits.The billing office has insisted that my copay should be $30.That would have been $480.Why would I owe $570 ($155+$415)? That is 19 visits at $30 or 114 at $5.In fact, the bill makes absolutely no sense. It doesnt figure in any copay on the front and continues incorrectly on the back:Total charges($11511)Insurance payments ($1622)Adjustments ($9319)Patient payments($155)Account balance ($415).In the breakdown with description of services on the back of the bill for dates of service between 1/4/21 and 3/12/21 there is a random $5 patient payment for the February 3rd visit.I have made many many phone calls. I have tried to resolve what I thought was the issue of an incorrect copay being applied. I was not avoiding my responsibility. The billing office was not on top of this. I was not billed in a timely way. Follow up on my calls were either not done in a timely way or not done at all. Last September I received another bill after having not received a bill since March. I thought the matter had been resolved. I was told by ***** that the issue had been sent to the back office in March but had not been looked into. In October ***** told me that a director was looking into it. And while still working with the billing office and the insurance company, billing referred my account to collections. I received that notice on February 15th. I called billing that day and spoke to ******* who escalated the matter. It was 2 weeks until I heard back from a Supervisor who said that she had contacted corporate about my account but would contact again. I asked that she follow up quickly as I only have until March 19th to file a dispute with the collection agency. March 10th I called the office and left a message that I was still waiting and was getting ready to file numerous complaints which is what I was about to do when I realized that none of the numbers even make any sense.I am not going to ask for any money back. I just want this whole thing to be done and over with. Take my account out of collections. Give me a bill with a zero balance.

  Customer Answer

  Date: 04/10/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Ivy Rehab Network Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  Date:02/21/2023

  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.

  Before beginning physical therapy with *** Rehab, they provided a quote of what the cost (my co-pay) would be. Their charge was $150, of which they expected my insurer, ********** Blue Shield (BCBS), to allow $90, and in accordance with the terms of my medical plan BCBS would pay 80% or $72, and I would pay 20% or $18. Although BCBS is the largest insurer in my State, they later claimed to be "surprised" when BCBS actually allowed $123, resulting in a payment of $98.40 (80%) by BCBS and a bill of $26.40 (20%) to me. At each visit, they continued to charge me $18, and did not notify me of their claim that I owed more until months later. Additionally, they seek to obscure their charges by sending a simple bill that shows only a total amount due, and it took 9 requests to obtain an itemized bill (though even the itemized bill was almost impossible to understand). ***'s explanation is that the initial quote is an estimate, and they have patients sign a form acknowledging this. In fact, however, the form states, "this amount is an estimate; treatments could differ each visit based on your plan of care." But my treatments did not differ--they only thing that changed was that *** first lowballed the actual cost and later tried to collect a higher amount. Further, they failed to notify me of the new, higher amount they were seeking from me (continuing to charge me $18) at any time while my treatments continued, even after receiving payments from BCBS showing the "surprise" reimbursement amount.I would also note that *** also harassed me with phone calls to collect payment during a time when I was disputing the charges and they were reviewing the charges, even though they had promised to suspend these calls. They did apologize for this.

  Customer Answer

  Date: 03/18/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Ivy Rehab Network Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  Date:10/07/2022

  Type:Product 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.

  My son received physical therapy in July 2022. In good faith, we paid the requested copays at the time of service. Prior to the end of service, we reached our in-network out of pocket **** Ivy Rehab incorrectly billed their services at out of network (should have been in network) and billed us for additional payment. I have been calling and working with the billing department since Nov 2022. They have finally written off the balance that they were billing us (insurance would not pay due to the delayed filing of the claims, but have not returned the payments that were made in good faith. I am tired of calling to get my payments refunded and am filing this claim to expedite the process and warn others of the billing issues associated with this organization.

  Customer Answer

  Date: 11/02/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Ivy Rehab Network Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  Date:08/25/2022

  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 had hand surgery in Oct of 2020. I went to All **** Rehab in ********** on *********, which is part of Ivy Rehab . I had reached my full deductible with my UHC insurance but was told I still needed to make the ***** Co pay because there was an issue with the billing department. I wasn't comfortable doing so but was assured billing would reimburse me once they got it sorted out in January 2022. As of today, August 24, 2022 I have not been reimbursed. The amount owed to me is $243.63. I have called every month since February 2022 and some months a few times a month. I always received a new story from the billers. They told me that my insurance company, UHC, owed them money when in fact they received a check in the amount of $1,038.63, check number **********. Once that got resolved I was told on March 28, 2022 that a check would be mailed to me 7 to 10 days...im still waiting. I was told on July 5th a check was initiated but nothing has been sent yet to me. The supervisor named **** has spoken to me several times with stories that never happen. Now she refuses to call me back. I asked to speak to a director of billing and no one will offer the name of a senior person to speak to. I am calling every day now and the supervisor **** won't call me back. I think I have waited long enough for my reimbursement and told them I would reach out to the BBB. They honestly didn't care. It's almost like they read off of a script. Always no one is available. This is what i am told when I call no matter what time of day. I would appreciate your assistance in getting my check of $243.63 sent to me.

  Customer Answer

  Date: 08/28/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************