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:05/12/2023

  Type:Customer Service 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 am complaining about a man named ***** at cora n lake placid FL. He is very rude n to people exercising. He is very condescending to those he instructs. He is very opinionated with his dealings with those he deals with..
  He is referred to as a Negative person..
  He comes across as very judgemental when dealing with his patients.
  I will not go back there. He has the wrong personality for the pt business..very rude n negative....thanks for your time

  Business Response

  Date: 05/26/2023

  Thank you for bringing this to my attention. I take this feedback very seriously and this situation will be addressed. I do not work in the Lake Placid Clinic all the time.  I want to discuss this matter face to face with *****.  My next opportunity to be in the Lake Placid clinic will be June 6th in the morning.  At this time, I will council ***** on appropriate and sympathetic ways to communicate with patients and Wellness members.  I will educate him that his current approach is unacceptable and will not be tolerated.  Thank you for your feedback. 

• Initial Complaint

  Date:04/26/2023

  Type:Customer Service 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.

  Inappropriate treatment. Incorrect and possible fraudulent billing practices.

  Customer Answer

  Date: 04/26/2023

  Please see attached documents. 

  My complaint against Cora revolves around he following issues. 
  They told me I would have a $30 copay which I paid. 
  However do to how they coded the treatment my Insurance Company could not process the charge. 
  My treatment was inadaquate. I had to share the therapist with between 1 and 3 other patients. 
  Their claim is fraudulent as they charged me for individual therapy but provided inadaquate group therapy. 
  They have refused to respond to my Insurance Companies many attempts at obtaining information. 
  They have refused to provide me with my billing and treatment records. 
  I want them to cancel the fraudulent charges they are attempting to collect. 

  Business Response

  Date: 04/28/2023

  There has been a discussion and review with BCBS on 4/26/2023 with representative by the name of ***** (REF#*************).  He has been made aware that we are questioning how the claims have been processed for dates of service 12/12/2022 and 12/14/2022 that came back to us as not being paid under his plan.  We were told that this representative is going to reach out to the patient's home plan to have the claims reviewed for accuracy.  He states we need to allow the time for this review to complete and he will then be able to provide more details and provide us in details of the claim processing.  

  The balance of the claim from date of service 1/10/2023 had been confirmed to be correct and applied to patient's yearly deductible of $84.28. 

  There was a remote therapy monitoring service billed for 1/5/2023 and that was also applied to deductible for $78.87 and I will take care of adjusting that balance at this time. 

  Currently, the only confirmed amount due by the patient is the balance of $84.28 until we get further response back from BCBS on the claims in review showing the balance due at this time of $105.23.  I have reset the statement billing status for Mr. ****** to allow time for the response back from BCBS regarding 12/12-12/14/2022 and he is welcome to contact me directly for further updates to resolve the reviewed issues or any other questions he may have regarding this account.  My direct contact is 567-206-8380 and I will monitor this account until this is resolved. 
  

   

  Customer Answer

  Date: 05/02/2023

  
  
  Complaint: ********
  
  
  
  I have not been told any of this directly by CORA and in
  actuality the last bill I got from them, just a week ago showed a balance of $268.38
  after I paid a copay totaling $90. If the balance has changed then they need to
  correct their billing. As of this time my complaint is not resolved. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 05/08/2023

  Updating this complaint as of today.  I have gotten back onto the account to review if there are any results in from the insurance company yet.  Nothing has been returned from them on the review.  I have fully noted this account to be notified once the review has been responded to and I have also put a HOLD on any statement activity being sent to the patient until this is resolved.  

• Initial Complaint

  Date:04/24/2023

  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 was seen at the ******* location during January and February of 2023. On 3/13 I got a bill for $103.03. I immediately called Billing to dispute the amount because my payment of $88.20 made on 2/20 was missing. I was assured it was a simple mistake and that it would not go to collections. I was instructed to wait until the next bill because it should resolve itself and perhaps it didn't have time to post. Today I received a letter stating it is being turned over to collections for the $103.03. This tells me that my $88.20 payment never posted to my account, but CORA was paid. In addition, every payment that was made for a February visit somehow posted for a different amount than what I paid. So where are my payments going and why are the dollar amounts incorrect?

  Business Response

  Date: 04/24/2023

  Good
  morning,
  In
  response to Mrs. ******* complaint, I have attached a copy of her itemized
  statement showing all of the dates of service and her posted payments.  Her
  dates of service were for 5 visits that were from 1/16/2023 to 2/20/2023 and
  for a total of charged amount $1712.00.  Contracted adjustments were
  $1224.37.  Patients' deductible for 2023 was $750.00 to which nothing had
  been applied prior to her physical therapy appointments leaving her total
  responsibility for the CORA claims to be $487.63.  The patient has paid
  $384.60 to date leaving the balance of $103.03.  The payment that she is
  referring to in her complaint is indeed posted and can be seen on the itemized
  attachment and also in the payment information referenced below.  Please
  note that I have reset her billing status to allow additional time for her to
  take care of the $103.03 balance.  The letter she received was a notice
  letting her know that we needed her address the outstanding balance and allowed
  an additional 30 days to contact us (copy attached) and not sending her to
  collections at this time. If you need copies of the EOB's to show her deductible applied, please let me know.
  

  PAYMENT 
   
  1/16/2023
  *******  
  Mastercard-******
  $30.00

  PAYMENT 
   
  1/24/2023
  *******
   Mastercard-******
  $88.60

  PAYMENT 
   
  2/2/2023
  *******
  split payment $13.72 and $75.00 ref number ******
  Mastercard-******
  $88.72

  PAYMENT 
   
  2/14/2023
  *******
  Mastercard-******
  $89.08

  PAYMENT 
   
  2/20/2023
  *******
  Mastercard-******
  $88.20

  Customer Answer

  Date: 04/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  If I owe a balance from January then I can certainly pay that. However, my complaint is based on the fact that I received an itemized bill in March for three February treatments. On that bill it shows I made no payment on 2/20 when I did pay on that date. Second, I called in March and spoke to someone in billing that could not even explain the balance so not sure how I'm expected to figure that out when a CORA employee couldn't. Then I get this letter that says I've been contacted multiple times though the only correspondence I received was the February bill.  I never got a statement for January, and no one ever said I had a balance when I checked in for all of my appointments in February.

  I will contact CORA directly.

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

  Business Response

  Date: 04/24/2023

  I have left a message for *** to call me back at my direct contact number ************ so that I can help resolve any of the pending issues that still remain unresolved.  I left her a message that I would be unavailable the remainder of today and 1:30-2:30 on Tuesday 4/25/23 d/t meetings. 

  Customer Answer

  Date: 04/24/2023

  
  
  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.  I will contact them tomorrow to discuss the bill I received and determine why it differs from the overall accounting that they attached to the complaint.
  
  
  
  Sincerely,
  
  
  
  ******** *******

• Initial Complaint

  Date:03/21/2023

  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.

  I received service from **** at the Ponte Vedra location Jan 1, 2022 to Jan. 20, 2022. I received a bill for $110.00 for my copay in May, 2022. May 25, 2022 I paid online with my debit card to the address on their bill where online payments could be made. Payment was deducted from my bank account on May 27, 2022. I have been in contact with ***** **** with **** and they cannot locate payment on their end. **** has repeatedly sent me bills. I have provided them with proof of payment, showing on my bank account the transaction and the receipt of the online payment from their system. I am still getting bills and this last one today, March 20, 2023 states Second Notice as they keep resetting it till they can find my payment on their system. I have been told before this has been resolved and then months later I get another bill. I will not accept anything except a letter from the senior management along with name and phone to contact if I should receive another bill that has already been paid clear back on May 25, 2022.

  Business Response

  Date: 03/21/2023

  BBB-
  Please note the information regarding the Consumer Complaint
  #******** regarding ******* ******:  I have been trying to locate the
  payment information that this patient sent to me since January 2023.  I
  have attached a copy of the payment form and a copy of the transaction that
  appears to have been related to this transaction.  We have multiple sites
  where this can be paid by credit card, and I have been pulling all of the
  reports from each area and searching for the transaction by the many options
  available.  I have gone to the clinic site, our CBO transaction site, or
  **** online patient payment portal and have included our posting team for the
  search of this transaction.  We have hunted by name, date of transaction,
  auth code number, amount showing paid, and even tried using the reference
  number on the payment approved document.  There is nothing coming up
  showing as a processed or failed transaction through any **** site.  
  Based on the documents provided and a courtesy to this patient, we will waive
  the balance due on her account and she will not have any patient responsibility
  remaining.  

• Initial Complaint

  Date:11/16/2022

  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 received service from CORA March 17 and 18, 2022. I paid the co-pay on my credit card for both visits when I arrived and prior to service. My credit card bill was fully paid. Cora has repeatedly billed me for the Mar date co-pay of $30, even though I provided them proof of payment via my credit card statement. When I provided it they told me that resolved it. Then they sent me another bill, and another email which I also responded to. I contacted the local office and they showed I had paid and I asked them to have the manager contact the billing office. I am still getting emails and bills and they sent a letter today threatening to turn it over to collections. I have never been harassed for any bill because I always pay my bills as soon as I get them. I am a senior citizen and this harassment is making me lose sleep and my blood pressure is up. Based on what the local office told me, CORA updated their billing system so it is probably related to that.

  Business Response

  Date: 11/17/2022

  ********,

  We sincerely apologize for the stress and inconvenience that our error has caused you. We made two separate mistakes on your account that caused us to repeatedly send you inaccurate statements. Initially, we could not find your payment of $30. After your assistance, we were able to locate this payment. Unfortunately, we then experienced another issue posting this payment to your account. This issue has now been resolved (I had someone in our billing dept send me a copy of your updated billing statement proving that the balance was now $0.00). It looks like we sent you another statement on 11/7/22 showing the inaccurate balance. Please disregard this statement as you are correct, your balance with us is $0.

  Once again, we are terribly sorry for all of the stress and inconvenience we have caused you through errors that were entirely on our end. We hope that the poor experience you had with our billing dept does not prevent you from returning to CORA should you ever require our services in the future and we promise that we will do better on the billing end the next time!

  Customer Answer

  Date: 11/17/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because although it addresses the issue, it is unsigned.    I had previously been told on the phone it was resolved and then continued to receive bills.  Without a signature and phone number of a senior manager, I continue to lack confidence, that should they continue to pursue me, I have no one in leadership to reach out to.  
  
  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 11/17/2022

  ********,

  My name is ** ********* and I am the Vice President of Revenue Cycle Management with CORA. My email address is: ************************* and my phone # is ************. I have looked into this matter personally and have pulled your account balance and confirmed that it is now showing as zero. You can contact me directly if you receive another statement indicating that you still owe us anything. Will this be sufficient for you? If not, please call or email me directly now and I will try to provide you whatever else will make you comfortable so that you can be assured that this matter has finally been resolved.

  Once again, my sincerest apologies.

  ** *********

  VP Revenue Cycle Management

  CORA Physical Therapy

  Customer Answer

  Date: 11/17/2022

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:11/04/2022

  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.

  Looks like CORA is doing what is known as double dipping! I had to pay my copay before each PT treatment/visit. About 5 mths later, CORA goes back and doubles my copay telling me I owe a balance of $260! I owe CORA nothing! I am so feed up with this country gouging people. If I were on Medicaid I wouldn't have to pay a dime, but I'm retired and doing the best I can and then some greedy company goes back and jacks the figures up! Its not fare and I'm not paying it! They can send collection agency or the sheriff, I will go to jail first. I'm sick of the ****!
  * And then someone will tell me they have to right to do such ****! I'm so glad I stopped going and I'm never going back!
  *See copy of a recent invoice.

  Business Response

  Date: 11/08/2022

  Upon review of the dispute from Mr. *****, we found that his
  Humana insurance co-pays were duplicated to his account in error while
  auto-posting to his claims. The posting is being corrected by adjustments to
  clear off the error.  We have re-assured Mr. ***** that he is not
  responsible for any additional amount on his account, and that he will not be
  receiving any more statements going forward in connection with this
  issue.  His out-of-pocket responsibility had been met in full. We sincerely apologize for the stress and inconvenience this created for Mr. ***** and hope that he is willing to return to CORA Physical Therapy should he ever require additional Physical Therapy Services in the future.

• Initial Complaint

  Date:10/27/2022

  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 called the CORA Health services office ***** in the middle of April of 2022 to find out if they would take my insurance or not and based on that information I would decide whether or not I would hire their services or not. The receptionist clearly stated that I was covered and that there was $0 copayment to be paid. So we schedule an appointment and several others. I was never asked to pay for a copayment. This is the address of the office I received the service at.
  
  CORA *****
  **** ******* **** ****** ***** ******* ***** ***** ******** 
  A few months later I receive an invoice for $700 (see attached) for the 5 sessions I attended.
  
  On 10/25/2022 I called CORA main offices to get an explanation and no one answered so asked to receive a call back after leaving a detailed message. More than 24 hours went by and no one called me back, so I called the local office and asked for an email. I then emailed CORA main office on 10/26/2022 explaining the same I mentioned above. Someone called me yesterday to say that they have received my email and asked what do I want. I thought that was rude to begin with but I told the person that my email was very clear and he said that he would talk to his supervisor and call me back with an answer. The same person calls me today and tells me that his supervisor had reviewed my bill and that had made the necessary adjustments so now my bill is $350. I said how come I was told at the office that I had to pay $0 copayment. This man literally yelled at me and said that CORA receptionists have NO CLUE what they are doing. It is unacceptable to hear this and to know that they know their own teammates have no clue what they are doing. I would like for BBB to find out how many other patients are a victim of this methodology. It seems like the receptionist are instructed to say yes to everyone and then they just bill people for whatever amount they want. One session without insurance costs $80 and I am having to pay $350/5=$70 per session.

  Business Response

  Date: 11/03/2022

  ********,

  Thank you for
  bringing this matter to our attention. I sincerely apologize for all of the
  difficulties that you have experienced with CORA in regards to getting your
  billing issues resolved. As the Vice President of Revenue Cycle Management, I personally investigated this situation and this is what I found: When you began your therapy with us in April, we verified your insurance benefits via your insurance company's website. This website provided us with erroneous information indicating that you did not have a copay responsibility. Based on the information provided to us by your insurance company, we indicated that your copay was $0/visit
  on the “Financial Responsibility” form that we had you sign on 4/28/22. In reality, you actually had a $50/visit copay, which is where all of this billing confusion is coming from. While
  our “Financial Responsibility” technically advises you that you are still
  responsible for any errors/omissions related to our verification of your
  benefits, that is certainly not the customer experience that we want you to
  have with us at CORA. While our billing and statements to you are technically
  accurate (7 visits at $50/visit = $350 balance), we did initially inform you that
  your copay was $0/visit. We are deeply sorry for the
  stress and inconvenience that we have caused you as a result of all of this
  and, as a result of our investigation, we are going to write off all of
  outstanding amounts remaining on your account. If you do receive any additional statements from us before we can get
  your balance cleaned up in our system, please disregard them. Once again, we
  realize what a poor experience you had with our billing department (as a result of the inaccurate originally provided by your insurance company) and we hope
  that if you are ever in need of Physical Therapy again that you would be
  willing to consider returning to CORA. Please let us know if there is anything
  else we can do to fully resolve this matter for you. 

  Customer Answer

  Date: 11/03/2022

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:09/06/2022

  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 have a billing problem with Cora Accounting. I understand that Alliant Physical Therapy was acquisitioned by Cora Physical Therapy on February 08, 2022.
  
  On January 3 and 10th, 2022 I was a client of Alliant Physical Therapy in Paddock Lake, Wisconsin and paid my co-pays on each of those dates with my credit card.
  
  Then February 9, 2022 Alliant PT was acquisitioned by Cora Physical Therapy.
  
  I received a past due bill from Cora for those January 3 and 10, 2022 dates already paid on January 3 and 10, 2022 to Alliant as I was their client at that time.
  
  I called 1-866-493-9410 and was told to go back to the local Alliant/Cora office and they would straighten it out. I did and they told me to call the Cora telephone number as they could do nothing. I called again and after much double talk, I was given the name of ***** **** to mail my copies of the bill and credit card payment to her in Cincinnati, Ohio. Which I did on July 21, 2022’
  
  Today, September 2nd I received another past due notice for the January 3 and 10, 2022 dates. What do I have to do to clear this problem up?

  Business Response

  Date: 09/12/2022

  After researching the above complaint, we discovered that the patient is correct and there definitely was an issue with applying her payments correctly related to our acquisition of Alliant Physical Therapy. As a result of this complaint, we were able to location the issue and are currently working to resolve the issue on our end. We have been in contact with the patient and let her know that she does not have an outstanding balance with us and we are working to ensure that her account balance is zeroed out. We have flagged our system to stop sending you this erroneous statement. If you somehow manage to receive another erroneous statement, please contact us again, but this matter should now be resolved. I apologize for all the inconvenience and time you lost as a result of our error and I sincerely hope that if you ever need our services again that the issues you experienced with your bill does not prevent you from returning to us! Thank you again for bringing this matter to our attention!  

  Customer Answer

  Date: 09/12/2022

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** **********

• Initial Complaint

  Date:08/11/2022

  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.

  There is a serious discrepancy between payments of mine and what CORA said I have paid. There is no way to talk to ANYONE. I have left numerous phone messages on a recording asking for a straightforward bill. eg: I made a payment in November of $70.00, they credit me with $4.74. Four months AFTER my last appt., they say I owe $321.94. No monthly statements. Can’t talk to ANYONE to setup payments. I setup $10.00 monthly payments just to show good faith. That check was cashed. On the bottom of the check I wrote that $10.00 is the agreed upon payment amount. Is that not legally binding, since they cashed it?I now am threatened with collections if I don’t pay in full by 30th of August. Yesterday, 10th, I sent a certified letter stating my complaint and frustration with their complete lack of response and foolish accounting practices. I have, Outside of bankruptcy over 10 years ago, I have NEVER defaulted on bills. I just want to know that my payments are fully recorded. I have more info, just not enough room. I pulled out my 2021 tax statements to find payments, as well as going to my online banking. My payments are NOT correctly being recorded.
  PLEASEHELP ME.
  ******** * *****

  Business Response

  Date: 09/28/2022

  ********,

  We sincerely apologize for all of the difficult you have experienced with us trying to get your account resolved. We have been dealing with ongoing issues related to our phone system that were somewhat unknown to us until several patients (such as yourself) have complained about their inability to reach someone related to billing concerns. I have reached to our Patient Accounts Supervisor and she informed me that she was in contact with you on August 25th and we did receive and record your payment of $321.94 so you no longer have any outstanding balance with us. We further reviewed your account to ensure that all of your previous payments have been applied correctly and we discovered that there was an additional payment of $10 applied to your account on 9/7/22, so we actually now owe you a REFUND of $10. Our Patient Account Supervisor will be calling you today to get this refund out to you. Once again, CORA apologizes for all of the difficulties you encountered trying to get this matter resolved. We are working to ensure that our phone systems are working correctly so that we will be able to better serve you, and all of our customers, better going forward. We will be contacting you shortly to get the refund out to you.

• Initial Complaint

  Date:07/28/2022

  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.

  I received physical therapy at a Cora facility in Seymour, TN after hip replacement surgery. I paid $300 out of pocket while waiting on insurance claims to be filed. By the time claims were filed by Cora, I had met my out of pocket maximum for the year; accordingly, Cora was paid in full by my insurance company. I have requested a refund of my $300 several times. I was initially told I had to wait until the last 2 payments were posted. I gave them the e-check number and payment date by my insurance company but still didn't receive a refund. I was then told, in a subsequent call, that they were undergoing a software change but a refund would be forthcoming. I've made several calls since then without a resolution. They were paid in full by my insurance company at the end of February, 2022. It is now 5 months later, and I still don't have a refund.

  Business Response

  Date: 08/11/2022

  The patient is correct. It was determined that the patient was owed a refund in the amount of $300. The patient did contact us multiple times inquiring where her refund was. We did run into some processing delays as we were going through a software change/upgrade and this did result in a lengthy delay in our ability to process the patient's refund. We started the refund process internally on 7/15/22, but it wasn't until 8/5/22 when were able to actually begin the refund process. $60 was able to be refunded directly back to her credit card. The remaining $240 refund needed to be sent to patient via check since the credit card she originally paid with was no longer an active card. The $240 check was marked "expedite" for our AP dept to cut the check as quickly as possible. This patient did have an extended delay waiting for her refund that she should not have had to endure. This was poor customer service on the billing side and I apologize for that. Please contact us again if you do not receive a refund check from us in the mail in the very near future and I hope that you have recovered well from your surgery.

  Sincerely,

  ** *********

  VP Revenue Cycle Management

  CORA Physical Therapy

  Customer Answer

  Date: 08/17/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  My option was to either accept the response or reject it. I did receive the credit on my credit card, but in order to keep this complaint open until it is fully resolved, I am rejecting it because as of August 18 I have not received a check from them for the remaining $240. Once the check is received, I will accept the response.

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

  Business Response

  Date: 08/18/2022

  *****,

  I am so sorry that you have not received your refund check yet. I did reach out to our AP Department and they indicated that your refund check in the amount of $240.00 was mailed out to you on 8/12/22.I can provide the check # as well, but do not want to do that on this forum. I am hoping that you will receive your check any day now. If you do not, please reach back out and we will investigate what happened to this check.