Complaints

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

close

Find a Location

CI Pediatric Therapy Centers has 10 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  CI Pediatric Therapy Centers

  2927 S Fish Hatchery Rd Fitchburg, WI 53711-6498

• 

  CI Pediatric Therapy Centers

  6602 University Ave Ste 2 Middleton, WI 53562-3038

• 

  CI Pediatric Therapy Centers

  114 E Main St Ste 225 Waunakee, WI 53597-1274

• 

  CI Pediatric Therapy Centers

  2990 Cahill Main Ste 204 Fitchburg, WI 53711-7150

• 

  CI Pediatric Therapy Centers

  701 Deming Way Ste 110 Madison, WI 53717-2916

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:07/02/2024

  Type:Service or Repair 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.

  Fortunately, my insurance covered 100% of my daughter's services, but we were told by CI that they would be terminating their contract agreement with BCBS in June of 2023. So we made our last appointment March of 2023 and said goodbye to CI.16 months later we are now receiving collection calls from this location stating that there was a discrepancy between CI and BCBS. CI claims that BCBS erroneously terminated their policy in 2022, and not the agreed upon date of June 2023.CI claims they have fixed the issue with BCBS to reflect the correct date of 2023, but we still owe them money for a statement that BCBS refused to pay.When we contacted BCBS they explained that CI did in fact terminat their agreement effective 10/2022. We may only appeal this claim if CI can provide proof that their agreement was terminated in June of 2023. Meanwhile, CI encourages us to pay this statement and then they will happily issue a refund if BCBS decides to pay. I will not be paying this statement unless CI can provide proof of their contract termination date reflecting June of 2023 so that I may appeal this with BCBS.

  Business Response

  Date: 07/10/2024

  In compliance with the **************** Portability and Accountability Act of 1996, we can neither confirm nor deny service provision or payment for service provision for the named individual. 
  
  For families utilizing ********** and Blue Shield of ********* (BCBS) insurance coverage for CI services, email communication was provided on 2/1/2023 outlining CIs intention to transition to out of network effective 6/1/2023. 
  
  CI staff provided notice to BCBS of the 6/1/2023 effective date in early 2023, at which point BCBS incorrectly entered the effective out of network date in their system as 6/1/2022. CI then provided notice on 2/28/2023 (received 3/3/2023) to extend the out of network effective date to 9/1/2023 to ease family burden due to the complexities this caused in claims and payment processing. This further communication was provided on 5/9/2023 to all BCBS families actively receiving services at that time. CI remained in network with BCBS until 9/1/2023.
  
  Claims submitted between CIs initial term date communication to BCBS and prior to 9/1/2023 were erroneously processed by BCBS as out of network. During this time period, if a family had not met their benefit year deductible, BCBS would have redirected those claims to apply payment to their patient deductible. Our team has implemented additional checkpoints in this workflow to ensure that claims for families insured by BCBS prior to 9/1/2023 were processed with the correct network status (in network) and are not erroneously set to patient responsibility.
  
  While it is CIs internal policy to not provide executed contracts to clients directly to remain in compliance with contractual obligations set by our payors, our team can always coordinate a conference call with a client/legal guardian and their insurer to clarify coverage information across parties upon request. Should a client request a letter documenting our term date on company letterhead we would be able to provide this. It is our standard operating procedure to work with families on resolution and support them as best we are able when concerns arise.
   
  Despite CIs numerous attempts at outreach to BCBS, their team has been exceedingly slow to rectify this issue and their response to communication had been minimal until May of 2024. At the time of this response BCBS is actively performing a claims sweep in their system to identify claims erroneously processed as out of network prior to 8/31/2023.
  
  We recognize the undue stress and hardship this has placed on families and are continuously working on a resolution. Families who believe their claims have been processed in error are encouraged to contact our billing department directly at *********************** or ************ so we can support them in ensuring accurate payment for services.
  
  Respectfully submitted,
  CI Pediatric Therapy Centers
  

  Customer Answer

  Date: 07/10/2024

  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.
  
  Unfortunately, after numerous conversations with BCBS directly, they are holding firm that CI Therapies terminated their contract agreement October of 2022. Therefore, if we dispute the claim that is in question then all previous paid claims may become our responsibility. Without adequate documentation/proof from CI Therapies, we cannot appeal this particular claim. As of right now, we only have notes from BCBS indicating that CI terminated their contract agreement 10/2022. 
  
  Regards,
  
  *********************

  Business Response

  Date: 07/19/2024

  In compliance with the **************** Portability and Accountability Act of 1996, we can neither confirm nor deny service provision or payment for service provision for the named individual. 
  
  Generally speaking, should a client/guardian continue to experience difficulties in the claims payment or appeals processes, CIs internal practice is to support that family through to resolution. Typically this will include a combination of patient portal communication and phone calls. Should the client/guardian not be reachable by these means of communication, our team would reach out via email and physical mailing. If additional documentation is needed to support payment or an appeal our team works with the family and their insurance company in question to ensure access to accurate information, including utilization of a conference call across all parties as needed. Family response to CI communication is critical in effectively addressing these issues.
  
  The CI team is committed to helping client families fully utilize their benefits to cover needed therapy services. Errors made by ********** and Blue Shield (BCBS) have resulted in increased time, effort, and uncertainty for the CI team and client families alike, and we are continuing to push for permanent resolution of these errors at an administrative level. CI is grateful to our client families for their patience and communication as we work together to resolve open issues and serve our community.

   

  Respectfully submitted,

  CI Pediatric Therapy Centers

  
  

  Business Response

  Date: 07/29/2024

  Hello,
      We have attached our current HIPAA Notice of Privacy Practices in two forms:

  1- version available on our website and in hard copy in our clinics
  2- version on which all clients/legal guardians sign off prior to initiating services, and annually thereafter

  It is CI's internal policy and also a federal HIPAA requirement that we cannot confirm or deny client participation in services or payment for participation in services.

  Please contact us with any additional questions. 

  Respectfully submitted,

    CI Pediatric Therapy Centers