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Business Profile

Physical Therapist

Benchmark Physical Therapy

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Physical Therapist.

Complaints

This profile includes complaints for Benchmark Physical Therapy's headquarters and its corporate-owned locations. To view all corporate locations, see

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Benchmark Physical Therapy has 27 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/27/2023

      Type:Billing Issues
      Status:
      Resolved
      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 went to this facility for physical therapy. I was informed that I had to cover certain costs per my insurance, which I understood. I was quoted a total price per visit which I asked about a couple of times to confirm. When finished with therapy, they added several charges per session that were to be paid by me even though they quoted me something else. They told me the person who quoted me those prices was fired but did nothing to rectify the costs. They will not return phone calls as well.

      Business Response

      Date: 02/27/2023

      At Results Physiotherapy, our goal is to provide remarkable services. We regret this was not the consumer's experience. A member of our Customer Support leadership team has spoken with the consumer and is working to resolve the issue.

      Customer Answer

      Date: 02/27/2023

       

      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.




      Sincerely,



      ******* ******

    • Initial Complaint

      Date:02/21/2023

      Type:Product 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.
      Received physical therapy on Dec 2,5,9, 13th 2022 and was charged a co payment of $40 each visit. As/per Blue Cross, co payment per visit is $30. Contacted Bence Mark Therapy after visit of Dec 13th and was informed that I would receive a check for the $50 overcgarge. On Jan30,2023 received a phone call from them stating check would be mailed that day. As of Feb.20,2023 have not received the check Calls to them have not generated a response nor have email messages sent them from their office in Sevierville.

      Business Response

      Date: 02/27/2023

      At BenchMark, our goal is to provide remarkable service. We regret this was not the consumer's experience. Our Customer Support leadership team is working to resolve and expedite this issue. 

    • Initial Complaint

      Date:02/06/2023

      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 began receiving physical therapy services at Benchmark on 10/7/22 and was told the cost was $100 per visit. I then received ongoing services and paid $100 per visit through 2/3/23. On 2/3/23, I received my first ever bill from Benchmark for $556.53. When I called and asked why I was receiving a bill after 4 months of services they said my $100 per visit did not cover what I owed and this was the current balance. The only solution they offered was to put me on a payment plan. I called my insurance company **** IL and they said they had only received claims from Benchmark from 10/7/22-11/18/22. Benchmark is saying I actually owed $153.71 or $144.38 per visit even though they only billed me $100 per visit. So now they're trying to recoup the difference for their underbilling. My complaint is (1) Benchmark was underbilling me and did not communicate the correct price to me so I could decide if that was financially feasible, (2) I did not receive a bill until 4 months later so I was deprived of my informed choice as a patient to continue or discontinue services, and (3) Benchmark is not timely submitting claims to my insurance provider. I want Benchmark to remove the additional charges that resulted from their lack of consumer transparency on pricing of services from 10/7/22-2/3/23. I have already paid Benchmark $2900. **** IL Case # ********.

      Business Response

      Date: 02/13/2023

      At BenchMark, our goal is to provide exceptional experiences. We regret the consumer feels this wasn't the case in this situation. Our Customer Support leadership team is working with the consumer to resolve these concerns.

    • Initial Complaint

      Date:01/24/2023

      Type:Service or Repair 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 in a car accident 12/21/21. I was referred to Benchmark Physical Therapy located at 1715 Howell Mill Rd, Atlanta, Georgia 30318. Myself and my lawyer have been trying since 5/2022 to retrieve my medical records for my personal injury claim without success. I have submitted multiple release of information documents as well as left multiple phone calls to the billing department without as much as a call back. I am unable to complete my case because of the lack of this information. This is ridiculous! I shouldn’t have to write on this platform to receive a response! Benchmark billing department I need help!

      Business Response

      Date: 02/07/2023

      At BenchMark Physical Therapy we strive to provide exceptional service. We regret this was not the consumer's experience in accessing her medical records. A senior member of the Release of Information team to resolve the issue.

    • Initial Complaint

      Date:01/10/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      Myself and my Long term disability provider has made several attempts since October 2022 to receive my medical records with no results. All I've ever gotten is a voicemail when I've called the medical records division as well as the customer service division and have NEVER received a call back. As a result of this inability to obtain these critical medical records UNUM has made the decision to not approve my claim and closed it. That action will also result in the loss of my job!! This is VERY unacceptable! I, as the patient should be able to obtain these records by simply walking into the office and asking for a copy. Furthermore it should not have taken this long to comply with mine and/or my LTD provider. I have e the ability to appeal and resolve this issue with my LTD provider but I have no options on a way to get my records because noone will give them to me.

      Business Response

      Date: 01/12/2023

      At BenchMark, our goal is to provide exceptional service. We regret that this was not the consumer's experience. We have reviewed this issue and it has been resolved. A member of the leadership team will reach out to the consumer to discuss.

      Customer Answer

      Date: 01/13/2023

      At BenchMark, our goal is to provide exceptional service. We regret that this was not the consumer's experience. We have reviewed this issue and it has been resolved. A member of the leadership team will reach out to the consumer to discuss.

      I don't agree with the previous response from Benchmark. YES THIS WAS MY EXPERIENCE! I have been trying, as well as my long term disability provider to recieve my medical records and as of this morning,1/13/2023 I have recieved one call from Benchmark informing they can't release my records to me. The contact information for Benchmark was left for my LTD provider. She reached out to the lady who called me and received her voicemail and hasn't recieved a call back after leaving her information. An obvious game of phone tag but none the less the issue is still not resolved. I, as the consumer, should be able to recieve MY RECORDS,, upon request at any point! 

      Business Response

      Date: 01/13/2023

      Our Director of Compliance was able to speak with the consumer to get to the roots of the issues in this case. We did come to a resolution and agree on next steps. All agreed upon actions have been taken.

      Customer Answer

      Date: 01/13/2023



      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.




      Sincerely,



      ********* ******

    • Initial Complaint

      Date:01/05/2023

      Type:Customer Service 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.
      Benchmark Physical Therapy Records Department in Tennessee
      Location of Therapy in Benchmark Therapy Location on Cobb Parkway, Marietta Georgia.

      Benchmark has not responded to any calls or my request which was sent in including my lawyer's office. This business is holding up a medical claim which is critical.

      Business Response

      Date: 01/05/2023

      At BenchMark, our goal is to provide remarkable service in every encounter. We regret this was not the consumer's experience. A member of our Release of Information leadership team has reached out to the consumer to resolve this issue.

    • Initial Complaint

      Date:11/29/2022

      Type:Service or Repair 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 tried to use their service at benchmark physical therapy in Murfreesboro Tennessee on memorial blvd and the therapist are very rude i cant deal with them at all a i went in for appointment on Tuesday 11/29/2022 and sat there for 15 minutes before they announce that they couldn't see me they could have call before i got their and the receptionist was very dismissal when i got there i personally no longer will work them i know that I judge when i got there by the way the therapist spoke to me he said he will get paid weather i there or not i did call my doctor and let him know the situation at hand.

      Business Response

      Date: 12/14/2022

      At BenchMark Physical therapy, it is our goal to create exceptional experiences in every interaction. We regret this was not the consumer's experience. A member of our regional clinical leadership team has reached out to the consumer to work towards a resolution. We look forward to the opportunity to better serve the consumer.

    • Initial Complaint

      Date:10/17/2022

      Type:Service or Repair 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 have been trying to access my health records for both myself and for my lawyer. Various attempts to obtain my records have been unsuccessful. I must have a copy of these records as well as a history of every payment made for each visit: both times during a period of insurance/provided visits and a period of personal/out of pocket visits,.....both for the same reason and auto accident in May 2021.

      Business Response

      Date: 10/26/2022

      At BenchMark, our goal is to provide services that exceed expectations. We regret that was not this consumer's experience. A member of Release of Information leadership will reach out shortly to work towards resolution.

    • Initial Complaint

      Date:10/06/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Several attempts have been made 10 request for my billing and medical records no response

    • Initial Complaint

      Date:10/06/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      The equipment is not being cleaned sanitized before and after people. The therapist ignores me at times. The therapist was working with me and someone else. While the other therapist just sat there. Did not let me know if I was doing an exercise wrong at times. The therapist forget what exercises I should be working on. The location is in Nashville tn on gallatin rd Inglewood.

      Business Response

      Date: 10/26/2022

      At BenchMark, it is our goal to provide services that exceed expectations. We regret that was not this consumer's experience. The clinic leadership was informed of this issue, and will be reaching out to the consumer to discuss a resolution.

      Customer Answer

      Date: 10/27/2022



      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,



      ***** ******

      Thank you for hearing my complaint. When I came, I was happy to be there, but the equipment was not being cleaned after and before someone else used it. Typical gym equipment is teeming with bacteria and other infectious germs. I did notice improvement; it is greatly appreciated. Thank you for allowing me to get physical therapy here. Thank you for taking this matter seriously. It assures me you are doing everything possible to keep us safe.

      Thank you,

      ***** ******

       

       

    Benchmark Physical Therapy is NOT a BBB Accredited Business.

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