ComplaintsforWebPT Inc

• Initial Complaint

  07/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Premier Physical Therapy provided 8 sessions of physical therapy from 5/6/2022 - 7/6/2022. They accept my health insurance and billed my health insurance. I paid Premier Physical Therapy a $25 copayment for each session, for a total of $200 for the 8 sessions. I have explained to their billing company, WebPT, that I am only responsible for the copayments and my insurance company is responsible for the remainder of the cost. I contacted my insurance company and they contacted Premier Physical Therapy and WebPT to explain that I am only responsible for the $25 copayments. I continue to receive bills from Premier Physical Therapy. I have contacted them many times, but they will not correct the billing error. The latest statement is for $11.26. The statement lists a provider, "******," whom I have never met. The statement claims I owe $3.62 for three sessions on 05/06/2022, 06/20/2022, and 07/06/2022. WebPT is now calling my home and leaving messages on my answering machine. I got a call from someone named "******." although caller ID lists "*************************" as the caller. When I returned the call, I got an arrogant man who had no comprehension of the situation and asked for personal information. I gave him the account number so he could learn about the billing error, but when I would not give him my personal information, he hung up the phone. This is an obvious billing error for $11.26 that WebPT refuses to resolve and continues to contact me. They have spent more than $11.26 in postage for the years of statements that they continue to send.I request that the billing error be corrected. Please send me a 0 balance statement and stop further contact from this business.

  

  Business response

  07/30/2024

  Thank you for reaching out and providing details.  We are investigating the claims stated from 2022 and will be following up with the clinic where the treatments took place, as well as discuss with the insurance company if needed.  We will respond with our findings and next steps.

  Thank you,

  ***************************, MPT

  VP, Member Success

  Customer response

  07/31/2024

  The business has not sent me a zero balance statement.  It continues to send me statements that reflect their $11.26 billing error.  The last statement received is dated 07/19/2024.

  

  Business response

  08/30/2024

  WebPT is contracted by Premier Physical Therapy for revenue management.  We are not able to adjust nor write-off a patient balance without written permission from the clinic.  After multiple attempts to contact this clinic over the past month, we were able to reach Seree in their billing office today (8/30/24).   She stated that the patient did have a $25 copayment for each session but that the $11.26 balance is probably due to taxes on her claims in 2022 which HI is allowed to bill.  ***** stated that Premier PT is willing to adjust the balance off and will be sending WebPT an email with the permission to do so.  Once that email is received, WebPT will make the adjustments as directed.

  If you have further questions, let me know or reach out directly to Premier PT.  Thank you.

  Customer response

  09/03/2024

  To date, I have not received a zero balance statement from Premier Physical Therapy/WebPT.  Until I receive that statement, I cannot accept the business's response.  This complaint remains open and this matter has not been resolved.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for WebPT (an electronic medical record company) in Dec 2022. The first 3 months were a free trial and I started being charged in March 2023. I have my original agreement that I was to be charged for 1 license @ $99 per month for one of their services (Therabill Rendering Provider). They have been charging me for 3 licenses since that time. I have paid $3,069 to date in over charges. I have contacted WebPT on multiple occassions to work this out and can never get the same person/supervisor/customer service rep nor will they call or email me back. This dispute has been ongoing since early May. I spoke to multiple customer service representatives that can tell that I have ONLY ever had 1 license for therabill and can't understand why I was charged for 3 each month. I am seeking assistance from the BBB to help me try and resolve this issue. I have attached a screen shot of the email with the sales team ensuring I only needed 1 license as well as a screen shot of my agreement. I have also attached each invoice indicating I am being charged for 3 licenses @ $99 each.

  

  Business response

  06/12/2024

  Hi *******, 

  We are confirming we have received this complaint and we are investigating the status of your case. 

• Initial Complaint

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called and left mailed them several times I also attached a correspondence between me and one of their account managers via emails confirming my account closure as of the end of November! They keep charging me unlawfully until now! I need my money back and I need to warn all fellow practitioners not use their services they are scammers!

  

  Business response

  05/06/2024

  Thank you for contacting the Better Business Bureau (BBB) and bringing this billing issue to our attention. We sincerely apologize for the frustration and inconvenience caused by the continued charges on your account after the confirmed closure in November. We understand your concerns and take all allegations of unauthorized charges seriously.  We have reviewed the details you provided, including the correspondence with your account manager regarding account closure. We will work diligently to ensure this situation is rectified and that your account is no longer charged.  We appreciate your patience and cooperation as we investigate this matter further. 

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have been trying to change our billing clearinghouse from ********* to *****. They told us during the integration process that we had to cancel our Therabill before ***** could go live. Our biggest issue is that we specifically requested that they turn off our access to Therabill the day that we start our access to *****. We explained that we will need to continue to bill, so we don't want a gap. They did not honor that. On Feb 6th (the day before they cut our connection with *********), they said they weren't able to integrate because they needed a customer key from *****. Despite knowing that they did not have what they needed to integrate with *****, they still shut off our access. Our last billing was done on Feb 6th as we go from one small issue to another with the integration. Billing is the way that we make money. It has been 3 weeks since they prematurely shut off our access to billing, and they are slow to respond when we jump through the hoops they set up. We will need to take out a loan to cover our monthly expenses (i.e. ~******) because we will not make at least 75% of the income we should next month, and the integration hasn't happened. It's possible that we will make no money for a month. The cheapest loan we have found offers 12.5 APR, and that is a huge burden for us. A timeline follows:2/3/24 Our ****** told WebPT support that we can turn off Therabill the day before Tebra is connected.2/4/24 WebPT said they will turn Therabill off on 7th.2/6/24 WebPT says they need a key from Tebra before moving forward.2/7/24 WebPT shuts off access to Therabill rendering us unable to collect money.2/8/24 Tebra requests a rep's ******* info from WebPT to whom she can give the key.2/12 WebPT finally responds with rep's name/info.2/14 ***** requested a COID from WebPT.2/16 EOD WebPT provides the code.2/16 ***** provided payer list to WebPT.2/20 WebPT receives key they need.2/22-23 WebPT asked for spreadsheet that we could've provided while we waited.

  

  Business response

  05/06/2024

  Thank you for contacting the Better Business Bureau (BBB) and bringing your concerns to our attention. We take customer satisfaction very seriously and apologize for the inconvenience this situation has caused you. We are committed to resolving this situation to your satisfaction. We appreciate your patience and cooperation as we worked towards a swift and positive resolution. Thank you for being a valued Member of the WebPT Community. 

  Customer response

  05/07/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  02/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We are a paying medical provider for the services WEBPT provides to us as a medical office.This website goes down completely SO often and we are unable to document in our patient medial records or to obtain any information that is very pertinent in their medical care.We are never given a heads up or email when there is scheduled maintenance, or when the website is experiencing issues. When we call customer service, we are on hold for OVER an hour each time and then the calls drop.When we email the customer service we have never once gotten a reply back.This is completely unacceptable. Very poor customer service.We have never been offered a discount in our bills when we experience these frequent outages from their website.

  

  Business response

  05/06/2024

  Thank you for contacting the Better Business Bureau and bringing your experience to our attention. We take all feedback seriously and apologize for any inconvenience you've encountered.
  
  We understand the importance of system uptime and reliable access for our medical provider clients.  We are committed to providing a consistently high-quality service.
  
  We are always working to improve our systems and communication protocols.  This includes reviewing our maintenance notification process and exploring ways to enhance customer service response times.
  
  We would be happy to discuss your specific concerns further and explore potential solutions. 

• Initial Complaint

  01/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Upon closure of my business, I am entitled to medical records access to all records while being a customer of ********************** the last 4 years. I have provided the forms required to complete the process but WebPT is not responding to my request or any emails that I have sent over the last few weeks. I have 2 active attorney requests for records that legally require me to provide said records within 30 days. they are placing me in a difficult situation to say the least. Completion of my request is my only desired outcome at this point.***** R Pivotal Physical Therapy

  

  Business response

  05/06/2024

  Thank you for contacting the Better Business Bureau (BBB) and bringing this matter to our attention. We appreciate the opportunity to address your concerns regarding medical record access for Pivotal Physical Therapy. We are happy to inform you that we have successfully fulfilled your request for a complete and current export of all medical records. We understand the importance of timely access to medical records, especially in response to legal requests. We apologize for any inconvenience caused by the initial delay in communication regarding your request. We are committed to providing a high level of service to all our customers, and we appreciate your feedback. It helps us identify areas for improvement and ensure efficient processes for future requests. 

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was trying to get a refund from WebPT because they over charged me for billing me 5 providers. I was trying to get advice from them on how to schedule my massage therapists in the scheduling system and they told me to "add" them as providers. So I did. A month later, I was charged for each of these massage therapists as licensed providers which I wasn't aware of. We only have 2 official licensed providers in the system that is working on our clinic. The price of each provider is $150. They charged me from April to June. They finally re-adjusted the price but didn't give me a refund. Not even a credit. I've requested a refund and given a complaint but it fell on deaf ears.

  

  Business response

  05/06/2024

  Thank you for contacting the Better Business Bureau (BBB) and bringing this recent billing concern to our attention. We take all feedback seriously and appreciate you sharing your experience. We understand there may have been some confusion regarding a recent charge on your account. We are committed to providing a transparent and fair billing experience for all customers.  

  Customer response

  05/06/2024

   To Whom It May ********

  Unfortunately I haven't gotten any substantial response from WebPT. According to their response, they are just committed in taking complaints seriously. Nothing more, nothing less. They haven't provided any recommendations that would help the issue and the situation remains the same. Please provide the necessary steps that would help me with this case and please let me know what you need from me. 

   

  Thank you very much.

   

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

  

  Business response

  05/31/2024

  We have communicated with ********* that we are unable to provide refund licenses if he did not use them. When adding new provider licenses in the system, the user must request those licenses. When a request is made through the platform to add licenses they are notified that adding provider licenses is an additional cost and will result in additional charges to their account. We also follow up with a confirmation email within 24 business hours confirming the invoice changes. In reviewing communication with the user, the user requested information on how to add a massage therapists on 11/29/2022. On that same day one of our representatives reached out and walked them through the process of adding additional users and followed up with an email explaining that they only had one more available licenses and they would need to request a license adjustment in the platform. They also included links to the following help articles: Add and Remove User Licenses (*************************************************************************************), and Add or Edit User Profile (**************************************************************************************************).

  The user was charged for the number of licenses requested. We removed the licenses upon his request, but will not be providing a refund for licenses he requested. 

   

• Initial Complaint

  11/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  WebPT has been neglectful in managing our billing account, leading to significant financial losses for our business over time. Unfortunately, they are unwilling to accept responsibility, and this situation has contributed to the instability within the department, affecting both our staff and our operational processes.

  

  Business response

  05/06/2024

  Thank you for contacting the Better Business Bureau (BBB) and bringing your recent experience to our attention. We take all feedback seriously and appreciate you sharing your concerns.
  
  We are committed to providing a positive experience for all customers.  We've reviewed your complaint and are taking steps to address the situation internally.
  
  Would you be open to a follow-up call to discuss your needs in more detail? This would allow us to explore potential solutions and ensure a better experience moving forward. 

• Initial Complaint

  05/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We contracted with WebPT to utilize their EMR as a record keeping and billing system for our clinic. Over time payments were made to WebPT that they never recorded. In September of 2022 we asked for, and received, a list of payments that they had received. It was missing numerous payments. We sent them a list as well as statements showing the payments had been made, we never heard anything back. Additionally, the agreement requires us to pay for the software based on the number of medical providers we have. As providers left our practice, we deleted them from the software, but they kept on reappearing and we were charged for them. We spoke to them about this on several occasions. Each time we were told someone would get back to us, but no one ever did.We have spoken with thei customer service, we have spoken with their billing department, we have spoken with a collection company they hired and have gotten nowhere. They are clamining we owe them in excess of $20,000 which is clearly an error, but we have no idea if we owe them anything at all due to their poor record keeping.We have seen this complaint filed on the BBB site by others and WebPT employees have confirmed for us that these are common problems. We would love to resolve this, but we need a responsible person to work with.

• Initial Complaint

  04/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am WebPT costumer since 2013. Every month my payment to WebPT is $89.00 At March 2023 I paid WebPT $199 for Program TerraBill which I canceled 3 days BEFORE production. Means - I cancel TeraBill before the Program statrs working. WebPT never return me $199.At April 15/2023 WebPT charged my credit card for $979 without any invoice, or explanation.I call them 4/24/2023 - they sent me over 3 department - nobody knows what is going on. Representative promised to open investigation case, but nothing opened.Today 4/25/2023 - I sent email to WepPT support, but they are automated servise shot down - usually they sent case # in seconds.After 60 min over the phone with 3 different people - nobody has the answer.I want to stay WebPT costumer, but I want my $979 + $199 = $1178 back to my credit card.I have screen shoots from my bank account about the overcharge.

  

  Business response

  03/04/2024

  Thank you for reaching out about this situation. The concern from our Member was reviewed by our internal billing and leadership teams. We were able to work with the Member and a refund was issued in May. We are grateful for the opportunity to make this right.

*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. ↩