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:09/17/2024

  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.

  Seen physical therapist (******* ******) at ******************************** in ************, ** January *******- February *******. Insurance information was provided; I confirmed with insurance the PT location was in-network. Provider proceeded to incorrectly bill the claims to the ******** pay or address rather than the medical claims # on the insurance card. This resulted in a $1639 out of network charge rather than hitting my in-network deductible. I spoke to office manager 3 times; she claimed to put in request to billing office to edit the claim so that it correctly billed my insurance. I also spoke with my insurance each time to confirm they did not receive any adjustments. I have in writing from **** that the provider needed to resubmit the claims to be re-processed. If the bill were to be processed correctly, Id only have an estimated copay of $84 (5%) not the $1639 currently being asked of me by Air Physical Fitness. I have no way to directly contact the billing office responsible; only the office manager onsite. Its been 9 months with no resolution. According to my insurance, the provider is under contract to bill correctly and theres nothing I nor the insurance company can do at this point. After receiving the bill again in July, I wrote the instructions to resubmit to the correct payor ID per insurance and returned the bill via mail.

  Business Response

  Date: 09/27/2024

  Mrs ****** is correct in her description of poor processing of her claim for her physical therapy services at AIR Physical Therapy.  I am very sorry that she has had a bad experience with the processing of her claim. AIR Physical Therapy outsources billing to WebPT.   Unfortunately, WebPT has done a horrible job processing this claim and other claims.  ***** *****, AIR Physical Therapys liaison to WebPT, did speak with and work with Mrs. ****** multiple times since the claims were submitted for payment to GEHA.  ***** communicated with WebPT on multiple occasions during this time to assist WebPT in correcting errors they made in processing Mrs. ******* claims (see attachments for these communications).  She initiated communication on March 13 with WebPT,  again on June 6 after WebPT had not fixed the error, again on July 2, again on August 12, again on September 3, again Sept 24.  AIR Physical Therapy does not bear responsibility for WebPT errors and extremely poor service.  WebPT has demonstrated this same poor service many times over the past year and I will be terminating my contract with them and using another billing service.
  I can say with confidence that Mrs. ****** does not owe $1639 for her care at AIR Physical Therapy.  As her GEHA benefits card demonstrates, she will owe AIR Physical Therapy a 5%co-pay after her deductible has been met. Unfortunately, the exact amount owed for her care will not be determined until claims have been processed.  When WebPT correctly processes the claims, we will know an exact amount owed.  We have done everything required of us to process the claims, WebPT has not.  I would recommend that she not pay the $1639 until the claims have processed correctly by WebPT.  3 days ago, after receiving the letter from BBB, I urgently asked WebPT for an explanation of the handling of Mrs. ******* claim as well as a letter stating that ****** should not be held responsible for the poor handling of these claims.  I informed them that I needed to respond to the BBB complaint by September 27 but I did not hear back from them as of this response back to the BBB complaint.

  Customer Answer

  Date: 09/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  As documented, I will NOT pay the current bill being asked of me unless or until it is reprocessed, under the assumption that no action will be taken against me for non-payment. If the contract companys information is available, perhaps this complaint could be made directly against WebPT.
  
  Regards,
  
  ***** ******