Complaints

This profile includes complaints for FlexWorx's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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FlexWorx has 8 locations, listed below.

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  FlexWorx

  6099 MT Moriah Extended STE 4 Memphis, TN 38115

  
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  FlexWorx

  1482 Madison Ave Memphis, TN 38104

  
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  FlexWorx

  4239 Elvis Presley Blvd Memphis, TN 38116

  
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  FlexWorx

  1482 Madison Ave Memphis, TN 38104-2447

  
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  FlexWorx

  179 Carriage House Dr Jackson, TN 38305-3904

  

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:11/09/2023

  Type:Product 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.

  In early October, after being prematurely released from emergency hospitalization following and automobile accident which fractured multiple vertebrae in my spine, ****** and ****** sent me this facility for physical therapy. I later found out that I was not in a position to have therapy and treatment is only ordered by a physician. As a result, I fired ****** and ****** and spoke with *******, the Nurse Practitioner. I told her that I would reach out to her upon the resolution of my existing medical issues and notification from a PHYSICIAN that I may began therapy. My advocate was contacted about my current bill by *******. My advocate requested that a copy of the bill be sent to me, but ******* stated she could not send me a copy of the bill. This was alarming to me because I am the patient and ultimately responsible for the bill. Lien or no lien, I want to see what is being billed. I would hate to involve **************** or have to take further action; therefore, I am reaching out to you because this seems shady. Something is very wrong and if I can't see the bill, there will be no lien or payment. I am the patient.

  Business Response

  Date: 11/10/2023

  To the Better Business Bureau, please redact any HIPPA sensitive information. Below FlexWorx ******************* LLC has responded to this claim.

  Mr. ******* was seen in our facility on 10/18 and 10/24 for his car accident injuries. It was explained to him by our Nurse Practitioner that due his spinal fractures, she is requiring a Neurosurgical Clearance be obtained. The patient was seen at St. ******* after the accident. He was given a back brace and instructed to follow up at *************** with *********************************. Because this patient does not have health insurance, ******************** office was unable to schedule the patient. This is why the patient was referred to our office, as we accept patients without health insurance and work on a lien basis. He was being represented by ****** and ****** for this accident. He was instructed by our nurse practitioner to go to Regional One Health outpatient ******************* for the neurosurgical clearance.
  
  On 11/6/23 ****** , our front desk receptionist, tried to contact and follow up with Mr. ******** however someone by the name of "******", answered the provided contact phone number. We tried calling the patient to check the status of neuro surgery clearance. Regional one hospital stated he had his appt for his clearance scheduled for 11.20.23. 
  On 11/7/23 ******* spoke with this "******" and was unable to speak with the patient Mr. ******* himself. This ****** person said she had spoken with Mr. ******* himself, and wanted his bills sent directly to Mr. ********* address. We  informed ****** we would need to speak with the patient Mr. ******* himself and until we speak to him, we are unable to send the bills and records due to HIPPA violations.
  
  Because this request was not coming from the patient himself, we are not able to mail bills and records to the patients address.  
  
  We must have an executed power of attorney or medical conservatorship on file to honor this request since we were not able to speak to the patient. Or the patient is welcome to come to our facility and request his bills and records in person. 

• Initial Complaint

  Date:11/07/2022

  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.

  They are scamming people and committing fraud they are illegally withholding my medical records and trying to charge me $25.00 for the release of my medical records y insurance company requested my medical records I have filled out the authorization form for them to get my medical records flex workx is withholding my medical and trying to charge me $25.00 for my medical records

  Business Response

  Date: 11/17/2022

  ********************, 

   

  You came into our facility requesting that our front desk needs to send your medical records. When our front desk asked you if this was regarding short term disability, you answered yes. Before we send out any medical records to a short term disability insurance company, we require that company to send over a HIPAA authorization in writing and their official short term disability documents that they need our physician to fill out. Our front office informed you that there is $25.00 fee to have short term disability paperwork filled out by our physician. Our policy, similar to many other medical providers in the surrounding area, requires a one time $25.00 payment in order to process short term disability paperwork. You were told by our front office that your short term disability insurance company needed to send their HIPAA authorization form and their disability paperwork to us, so that we could fill it out once you paid the $25.00 fee.

   

  The next time you communicated with our office about the short term disability paperwork was by phone. You asked our office if we received the paperwork from your insurance company and we told you that we have not yet received the paperwork. After we told you no we had not received it, you sat in silence on the phone. We gave you our fax number, our company email, and our office phone number many times to give to your short term disability insurance company. You then called again days later asking if we received the paperwork yet from your short term disability insurance company, and our office informed you again we had still not received it. We then asked you what fax number you gave to the insurance company and you could not provide us with one. We then tried to give you a different fax number of ours to give to your insurance company, but you kept repeating "No no no I've already faxed it." Our receptionist then said ok, when you go to your next appointment with us in person, please let that front office give you a different fax number then. 

   

  This matter could have been resolved by effective communication. We asked you if you could provide any information concerning this matter in writing or any type of paperwork you could provide us with regarding your short term disability request, and we did not receive anything from any entity. We asked you what fax number you gave the insurance company, and you would not provide us with that information. We gave you several options of how your insurance company could contact us, by fax, by email, by phone, and we still never received your short term disability paperwork nor the $25 fee we require. 

   

  Since then, you have been discharged from our facility. As you aware this medical treatment was performed on a lien basis that you signed with your representation of a personal injury attorney. We have sent all your medical records to your personal injury attorney on November 7, 2022. If it is just a copy you are wanting of your medical records, which is a entirely different request than your short term disability paperwork you requested each time with our facility, we would be happy to help with that. You can either get a copy of your medical records from your attorney or you can come by our main facility to get a copy.

   

  Thank you, 

  FlexWorx ******************* LLC