Complaints

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

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Benchmark Physical Therapy has 18 locations, listed below.

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  Benchmark Physical Therapy

  1878 North Main Street Shelbyville, TN 37160-2018

• 

  Benchmark Physical Therapy

  870 N Ellington Pkwy Lewisburg, TN 37091-2271

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  Benchmark Physical Therapy

  889B Bell Rd STE A-7A Antioch, TN 37013-3101

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  Benchmark Physical Therapy

  1919 Gallatin Pike N STE 102 Madison, TN 37115-2064

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  Benchmark Physical Therapy

  301 Richard Wilks Rd Ste 1300 White House, TN 37188-9367

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:05/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Benchmarks autodialer continues to call and harass me about a bill which is 0 dollars. I've asked over 7 times for the rep's to take me off the autodialer. Today they told me it's going to collections for a balance I don't even owe anything on. Then she admits there are two systems where one has not updated so the system thinks I owe money but I do not. They cannot seem to get there own system corrected and working but they threaten me and call me harassing me.At this point I'm determined to file suit for harassment. Tired of the nonsense fix your computer systems and stop calling me.

• Initial Complaint

  Date:07/26/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Patient ************ 19725439w I hurt my leg-knee ** the street and called ** ** ****** for assistance. They suggested physical therapy and looked up Benchmark Physical ** Old Fort Parkway Murfreesboro, TN as an in network provider. I called the office and provided my insurance for a price ** sessi**s. I spoke with ******.She stated it looks like $75 co pay as the $35 regular co pay would not apply. I turned down the offer as I could not afford that payment.
  She called back and left a message stating it would be neither of those copays and she found where it could be $25 per visit. When I ph**ed her back she stated that a therapist redirected her to another page that showed a $25 co pay. I still have the message in my ph**e. I told her I could do the $25 copay twice a week. I walked in twice a week and paid the required $25 copay. I have the receipts. and it was charge to my credit card. There is no other statement provided to me.Each office visit I am asked if want a receipt as if it is a burden for the girl to print. One week she said system was down and could not print so I had opti** of chrging me without receipt or could charge it ** next visit for $50.
  
  I began to run out of sick time at PT job and sec**d part time job is coming up in 2 weeks. My leg feels worse. I wake up at 2 am with pain. I have pain. I feel that the therapy is 50 minutes of exercises with 10 minutes ice. The therapist decide what happens during the time. Sometimes they will rub leg for couple of minutes. I have no opti** in that choice. I **ly know that I am paying $25 copay and thought that the sessi**s would help my leg. And that I am not having to watch what they charge me as I am paying my $25 copay. I see ** the statements where I am charge a high dollar amount for minor rub $69. Once I am charged for two $69 rubs and two therapeutic sessi**s - $141 and $82 for **e day/sessi**. ***** shows balance after discount provided to Benchmark. Please review EOB.*********************
  

  Business Response

  Date: 08/03/2022

  At BenchMark Physical Therapy, our goal is to create remarkable experiences. We regret that the consumer's experience fell short. Our Customer Support and Clinic Leadership teams have been responsive to the consumer's internal communication. Additionally, a member of the field leadership team is reaching out to the consumer to work towards resolution.

  Customer Answer

  Date: 08/04/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  There was an email stating the claims were sent to the wrong address. ***** has now received double claims with denying some. Still shows large prices per each visit.
  I have not received any calls nor emails with the correct pricing as displayed in the above voicemail message from ****** at Benchmark on *****************
  She called and left detailed message stating the Physical Therapy would only be $25 not $75 copay nor the $35 copay but that each visit would be just $25! Please review the message. We as people trust our doctor offices espically since they are "IN NETWORK". THis is fraud. Taking advantage of the lowly insurance patients in great need for help
  See Attachment/File: Benchmark Phy Therapy.m4a

  Customer Answer

  Date: 09/16/2022

  Recieved a bill today 9.16/2022 for $561. I had previously received a message from **** Regional Vice President of UPSTREAM stating the account would be 0.00 out. ************.
  The account thus far is not zero out.
  I have messages from Benchmark stating each visit would be $25. Then message from VP stating account to be zero 0.00.
  As of today 9.16.22 account shows balance.
  

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 5, 2022/08/03) */
  At BenchMark Physical Therapy, our goal is to create remarkable experiences. We regret that the consumer's experience fell short. Our Customer Support and Clinic Leadership teams have been responsive to the consumer's internal communication. Additionally, a member of the field leadership team is reaching out to the consumer to work towards resolution.
  
  
  Consumer Response /* (3000, 7, 2022/08/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  There was an email stating the claims were sent to the wrong address. ***** has now received double claims with denying some. Still shows large prices per each visit.
  I have not received any calls nor emails with the correct pricing as displayed in the above voicemail message from ****** at Benchmark on Old Fort Parkway.
  She called and left detailed message stating the Physical Therapy would only be $25 not $75 copay nor the $35 copay but that each visit would be just $25! Please review the message. We as people trust our doctor offices espically since they are "IN NETWORK". THis is fraud. Taking advantage of the lowly insurance patients in great need for help