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Business Profile

Physical Therapist

InReach Physical Therapy Sioux Falls

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Physical Therapist.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:04/15/2025

    Type:Billing Issues
    Status:
    Answered
    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 charged $480 for a consult that was supposed to be free. It was my first visit there. I was never told anytime at my first visit that there the consult was going to cost $480. No therapy was performed. I have called them repeatedly to ask about this but am unable to connect most times, and the last I heard she was going to 'review' the charge. She hasn't retuned my calls and today I hit a bill for the full amount.

    Business Response

    Date: 04/26/2025

    Thank you for the opportunity to respond to this complaint.
    After thoroughly reviewing the account, we would like to clarify the situation regarding ******* visit on January 6. The patient was not charged $480 for her consult. The billed amount for her evaluation visit was $439.00, not $480. After processing through her insurance, an insurance adjustment (write-off) of $331.65 was applied. Following a further courtesy adjustment of $169.85 on our end, the patient’s final responsibility was $107.35. This was discussed with ***** during a phone conversation with ******* during which she agreed to the remaining balance. 
    Additionally, at ******* request, her evaluation note from that visit was sent to her by ******. A refund request for the appropriate adjustment was submitted and approved by *****, who had previously attempted to reach ***** to review the billing. ****** sent a follow-up email on Wednesday, April 16, confirming the adjustments, the remaining balance, and any next steps. To date, we have not received a response to this communication.
    We respectfully maintain that the charges are legitimate, were properly processed, and were thoroughly explained to the patient. We remain committed to transparency and excellent service and are happy to continue working with ***** if she wishes to discuss her account further.

    Business Response

    Date: 04/26/2025

    We would also like to clarify that a free consultation is separate from a formal evaluation. A consultation is a brief meeting intended to answer general questions and determine if services are appropriate. A formal evaluation is a comprehensive clinical service, conducted by a licensed therapist, that includes an in-depth assessment and generates a medical report. Evaluations are billable services and are not included in a free consultation offer. The patient scheduled an evaluation visit, not a free consultation. 

InReach Physical Therapy Sioux Falls is NOT a BBB Accredited Business.

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