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Resources for Businesses

My Home Location

Columbus, OH, USA

My BBB

BBB of Central Ohio
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Business Profile

Rehabilitation

Upstream Rehabilitation, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Rehabilitation.

Complaints

Customer Complaints Summary

  • 11 total complaints in the last 3 years.
  • 5 complaints 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:02/24/2025

    Type:Customer Service 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.
    I got physical therapy from Results Physiotherapy which is owned by Upstream Rehabilitation. They charged my insurance the contracted rate but after the claims settled, they have not refunded me the extra amount that was charged for more than two years. They owe me $400+ dollars. Claims starting from 1/11/23-3/1/23 incur a refund to me according to Upstream's billing department. I have written to their corporate office via contact us form (*************************) but have not received any response. Please refund my money as soon as possible.

  • Initial Complaint

    Date:04/11/2024

    Type:Product 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.
    I have been a patient at SERC physical therapy for 7 years. I have faithfully paid my bills and need my records to be sent to the ** for my recently filed disability increase request. As I have 7 years of PT on my ankles, it is absolutely imperative that I get my records sent to the VA immediately. I have only a few days left before they will close my claim (April 15th). The VA reached out for a request for these records on 3/14 and they have NOT been received. My local SERC site has reached out to ************************ on 3/18 and 3/20. I have been informed there is a note that says the records were sent on 3/24, but neither the VA nor I have received these records. I need my records sent electronically to the VA or myself before April 15th. My account number is *******. I need a response in the next 3 days with access to my medical records. It is ridiculous that a request for a Veteran was ignored.

    Business Response

    Date: 04/22/2024

    At ****, our goal is to provide exceptional service. We regret this was not the consumers experience. Our medical records leadership team has reached out to the patient to work toward a resolution. The below is the response received.

    "Records were mailed to the VA on 03/24/24. Per **** tracking number **********************, the records were delivered on 03/30/24 at 5:58am."

  • Initial Complaint

    Date:01/24/2024

    Type:Billing Issues
    Status:
    Unresolved
    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 have been trying to sort out a billing issue for account number *******. This has been a reoccurring issue for around 9 months. They keep filing my insurance incorrectly and sending bills for it every month for seemingly random physical therapy visits. Many of the visits that I made were filed correctly with my insurance so there is no reason that they cannot fix this issue in a timely manner. Every month I call them and the amount and answers they give me is changing. They give me an account free (only after I insist on one) and tell me to check back in 30 days. I am unable to find a resolution with this company. They refuse to transfer me from customer service to the accounting department and will not let me talk with insurance case managers. The current issue is that they are saying I owe $120 for 4 visits but last month it was a different amount. The month before was different amounts and different service dates. No one has been able to help me fix these issues.

    Business Response

    Date: 02/06/2024

    At ****** Physical Therapy, our goal is to provide exceptional service. We regret this was not the consumers experience. Our customer service leadership team has reached out to the patient to work toward a resolution.

    Customer Answer

    Date: 02/07/2024

     
    Complaint: 21192281

    I am rejecting this response because:

    Their customer service leadership team has not reached out to me, and the issue has not been resolved. Also, it is obvious that they responded with a copy and paste message. No one has attempted to contact me or resolve my issue in a timely manner. This is unacceptable and reflects poorly on the business.

    Sincerely,

    ***********************

  • Initial Complaint

    Date:11/22/2023

    Type:Product Issues
    Status:
    Resolved
    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 am due a refund of $40.20. I contacted Upstream on 7/17/23 and was told it would be sent within 6-8 weeks. I followed up on 9/6/23 (8 weeks) for the status of the refund check and was told there was no record of a request. A new request was submitted at that time. I followed up on 10/6/23 for the status of the request and was told it was approved on 9/18/23 and a check would be sent within 6-8 weeks. I followed up on 11/22/23 (9 weeks) and was told there was no explanation for the check not being sent and to call back in **** business days for a status. At this point, I do not think Upstream ever intended to send a refund.

    Business Response

    Date: 11/28/2023

    At BenchMark Physical therapy our goal is to provide *******************. We regret this was not the consumer's experience. Our Customer Support Manager has reached out to the patient and escalated this for resolution.

    Customer Answer

    Date: 11/28/2023

     
    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.

    Sincerely,

    *************************

  • Initial Complaint

    Date:10/04/2023

    Type:Billing 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.
    Upstream Rehabilitation, billing me for BenchMark Physical therapy is billing me for what I describe as phantom charges. The bill itself shows I paid the full amount at the time of service, yet I am being billed for an amount that is not present on the bill anywhere. There is not enough information provided to me to trust that the balance is correct. At best, the billing practices are non-transparent.

    Business Response

    Date: 11/07/2023

    Good morning,

    At BenchMark, our goal is to provide *******************. We regret this was not the consumer's experiences. Despite the delayed response to the BBB, we did receive this complaint, and our Customer Support leadership team promptly began working with the consumer to help him understand the billing statements provided. 

    Customer Answer

    Date: 11/07/2023

     
    Complaint: 20692934

    I am rejecting this response because:

    While, yes, the rep I spoke with on the customer service team when I called in to try to get to the root of the issue explained where the charge originated, the statement I received was wholly inadequate in explaining it. As I never received a bill for the charges to begin with, I find it wholly unacceptable that I received a bill that was already labeled to be 60 days past due, and approaching 90 days which would lead to a collections referral. The lack of transparency in the billing is the problem and I want to see that there is a plan to fix it. A customer service rep sending me a spreadsheet output is not a viable solution for issues moving forward.

    For me to consider this matter closed, I wish to speak with a senior leader over claims and a senior technology leader responsible for the billing system - people who are paid to solve these problems. I do not wish to speak to customer service.


    Sincerely,

    *******************

Upstream Rehabilitation, Inc. is NOT a BBB Accredited Business.

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