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Business Profile

Physical Therapy Supplies

Mark Their Words... Therapy Services

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Physical Therapy Supplies.

Complaints

This profile includes complaints for Mark Their Words... Therapy Services's headquarters and its corporate-owned locations. To view all corporate locations, see

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Mark Their Words... Therapy Services has 2 locations, listed below.

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    Customer Complaints Summary

    • 2 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:09/26/2024

      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.
      Hello! So theyre not open on Sundays, and I did not know I could reschedule on this third party app they made me download because I was told I will not be allowed to call them in the office anymore all communication will be through this app. I couldnt make it to my sons Monday appt on 9/9. Which I stated in those messages. I was told I will not be charged for the missing of the appointment since I wasnt aware of the rescheduling allowed through the app. I opened my email today and theres a bill in there from that date, that I was told I wasnt being charged. Absolutely insane! This place is so unorganized and the communication is awful. The retention rate is through the roof here since management seems like its toxic! Nobody knows what theyre doing or can I get a clear answer if the charge will be cancelled, since thats not my fault thats the employees fault she didnt know the policy! Thank you. Im so fed up with this place. My son needs speech therapy due to his delays and now we will be losing this service due to this sad companys mistake. Please help me, as a mother just trying to take care of my son that requires extra care

      Business Response

      Date: 09/27/2024

      Subject: Response to Billing Dispute and Schedule Change

      Dear Customer,

      Thank you for bringing your concerns to our attention. We understand your frustration and apologize for any inconvenience caused. We wanted to clarify that a message was sent to you via the app on 9/26/2024,reminding you of our 24-hour notice attendance policy. This policy was agreed upon to ensure we can offer appointment slots to children who are waiting to attend their sessions.

      That said, as a valued and long-standing customer, we have honored your request to remove your son from the schedule and have waived the fee for the missed appointment as a gesture of goodwill. We appreciate your continued support and are sorry that this situation caused you distress.

      Please feel free to reach out if you have any further questions or concerns, and we would be happy to assist.

      Thank you,
      MTW **************** Team

    • Initial Complaint

      Date:03/14/2024

      Type:Billing 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.
      My son had an initial consult for feeding therapy on 1/24/24, and was charged a $37 copay, he had 10 appointments following that we were charged a $31 copay for, and paid $37 again on 3/04/24. On 3/11/24 we were told they had been charging us the wrong amount the entire time, and we needed to pay the balance due at that appointment. We paid $134 on 3/11/24. The difference in $37 (correct copay) -$31 (incorrect amount charged) = $6 x 10 visits = $60 ****** balance =74 74 - $37 copay for current visit = $37 Mark ********************** Words overcharged for one extra copay amount. I called the company and cannot reach the billing department, left a message for a return call from billing with no results.I have filed a complaint with TRICARE, who should be investigating the matter and the company should receive a **** against their license.

    Mark Their Words... Therapy Services is NOT a BBB Accredited Business.

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