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:11/01/2024

  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 was provided health care without a preauthorization run on my insurance. I was provided health care and later told that the business did not accept my insurance. I was approved for treatment of back pain and the health care provider provided care for a hip injury with IT band syndrome without prior authorization from my health care provider. No notes were provided to my health care provider regarding a new medical diagnosis.

  Business Response

  Date: 11/05/2024

  Body Dynamic Physical Therapy has been in business in ************* for 16 years. During this time we have provided care to thousands of patients. We are providers for ********, **********/***********, *****, *****, *****************, various Work Comp programs. As a courtesy to each patient, prior to their start of care, we verify the physical therapy benefits that their insurance policies allow. This patient gave us insurance information for her ********** policy. We verified her insurance prior to care being initiated. We were In-network for her policy, she had a $1500 deductible that still needed to be met, and no pre-authorization was required, per her policy. This patient was informed of these benefits, including the $1500 deductible that still needed to be met, and she signed acknowledgment of us telling her these benefits. Part of the verification signature sheet includes this statement: "I understand above information. I agree to pay insurance required co-pay, deductible and any services I agree to that are not covered by the above plan. As a courtesy we called your insurance to verify these benefits. However, there are times they give us inaccurate information. It is up to you as the policy holder to understand these benefits". This patient signed acknowledgment on 4/7/23 and treatment was initiated on 4/11/23. She was seen by a Doctor of Physical Therapy and that very first visit on 4/11/23, a Plan of Care was created based on the initial evaluation and also was based on the subjective information that the patient supplied to the PT. This Plan of Care was sent to the patients physician and the physician signed the Plan of Care, indicating she agreed with the course of treatment that was to be initiated. The patient received 6 visits and by the 6th visit indicated to the PT that she no longer was experiencing pain. When her explanation of benefits came back for these 6 visits, each one indicating that she was responsible for payment due to the deductible needing to be met, she canceled all further appointments and refused to pay her bill. We reached out to her many times to try to work something out, as a courtesy to her. She never returned any of my calls, texts or emails. Therefore, we filed a complaint with our local Magisterial Judge, **** ******. This hearing took place on October 23, 2024 and his judgment was that he ruled in favor of Body Dynamic and indicated that this patient was indeed liable for this medical bill. The Doctor of Physical Therapy that cared for her obtained a signed agreement from this patient's physician that the care to be provided was totally appropriate for the patient's condition. We have all applicable paperwork supporting all of the above. 

  Business Response

  Date: 11/06/2024

  I do want to add - that despite Judge ******** ruling in favor of Body Dynamic Physical Therapy, we remain willing to work with Ms. ******* if a mutually beneficial agreement is possible. I have extended this courtesy to her multiple times, without success. All she needs to do is call, email or text me.