Complaints

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:07/12/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  There is a charge for $300.00 on my account for self care. There had never been any mention of a charge pther than the others listed, so I called them for an explanation of what the charge is for. I left repeated messages over the course of over 3 weeks and have not been contacted yet. I would like an explanation of the charge and why I was nover informed that there would be one. I was also told that I would be using a special treadmill during my physical therapy. When I asked about it, the therapist told me it was too much work to set it up. There was also supposed to be ongoing sessions with a nutritionist. There was no nutritionist until my last visit and then she only saw me for 15 minutes and told me that my time was up.This bait and switch tactic should not be allowed to continue.

  Business Response

  Date: 07/12/2024

  We strive to provide patients with excellent medical treatment and customer service. In response to the patients first complaint of a $300 charge. Medical billing and insurance is very complex and it is not uncommon for patients to not understand their coverage or the revenue cycle management that occurs with insurance. The $300 charge is arbitrary, the insurance company is only going to pay what our contract rate is with that particular carrier, in this case with this charge we were reimbursed $31.24 and the rest of the charge was written off based on contracted rates. Our team handles thousands of claims across multiple locations and they try their best to reach back out to patients regarding their billing concerns. It is not uncommon for our billing team members to reach back out to patients a week or two after receiving an initial message and our team always leaves a message to call back. As for the patient not expecting a charge, every patient is told and signs a form stating that it is ultimately up to them to know and understand their insurance coverage and that all services are subject to the plans co-pays, co-insurances and deductibles and it is the insurance that decides patient financial responsibility not the provider. The patient also references a special treadmill called an AlterG, not every patient is a candidate for this treatment and it is up to the therapist to determine if the patient is a candidate for it clinically and physically, this might be something the therapist was working towards or the patient may not be a candidate based on body habitus. This patient saw our nutritionist on 6/12/24 and these visits are usually scheduled monthly, when the patient started treatment with us back in March 2024, we did not have a provider in this role (they started in June) and the patient was immediately seen as soon as they started. As for the time spent with the patient, we allocate f30min for each visit. Please let us know if there are any additional questions.

  Customer Answer

  Date: 07/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *********************************

  Customer Answer

  Date: 07/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have still not received an answer as to what the $300.00 charge for ***** care" is. I was never informed that there would be a charge for this and I do not know what it is for. I have tried to call repeatedly to get my question answered and no one will respond. 

  They also did not give me an answer as to why I was not able to use the **** developed treadmill. I was never told that I was not a candidate...only that it was too much work to set up. 

  All I am seeking is a timely and reasonable answer to my questions.

  
  Regards,
  
  *********************************

  Business Response

  Date: 07/17/2024

  The patient was called on 7/16/24 to resolve any outstanding concerns. 

  Customer Answer

  Date: 07/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************************
  

• Initial Complaint

  Date:08/11/2023

  Type:Billing 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.

  I received treatment, received a statment, sent a check in the mail for a portion of the bill. Continue to receive a statement with the full balance on it. I have my bank statement that shows the company cashed my check. I continue to call and never get through to a live person, I continue to leave voice messages with no reply. All I want to do is pay the balance with the money I already paid shown on the statement. This has been going on since April 2023.

  Business Response

  Date: 08/14/2023

  After reviewing this concern, it looks like our billing manager spoke to this patient on 7/24/23, below is a note regarding this phone encounter. Per our accounting team we have note received the discussed payment amount after this phone. We have reviewed our bank deposits and we do not see a check cashed for the amount listed on this statement (there are 2 deposit dates that we are unable to view). So if the patient can show us that we deposited their payment of ******, this would take care of this issue/concern. We are happy to work with the patient to get this resolved.

   

  "PT CALL STATING THAT HE CAN NOT SEE THE PAYMENTS THAT HE HAS MADE REFLECTED ON HIS STATEMENT. PT HAS PAID A LARGE AMOUNT TOWARDS THE **** PREVIOUSLY FFERED THE PT TO PAT THE 120+ BALANCE OF ****** AND I WOULD ADJUST THE REST OF THE **** AS A COURTESY. PT AGREED AND REQUESTED THAT I MAIL HIM THE **** ADVISED THAT THE WHOLE BALANCE WOULD BE ON THE ACCOUNT UNTIL THE PAYMENT IS REC'D. HE UNDERSTOOD MAILING STATMENT OUT TO PT TODAY"

  Customer Answer

  Date: 08/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I continue to receive a statement for $700, can I please get a statement showing that I owe the $300?  I will make the payment and we can close this.  
  
  Regards,
  
  *************************

  Business Response

  Date: 08/24/2023

  We have attempted settle this account with this patient. Our last correspondence was that he was sending in payment to take care of his account, this conversation took place 7/24/23 and we never received any payment. We also have attempted to reach out to this patient via phone call but are unable to leave a voice message due to voicemail not being setup. Patient can attempt to contact us to resolve this issue.