Complaints

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

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Standley Lake Massage Therapy, Inc. has 4 locations, listed below.

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  Standley Lake Massage Therapy, Inc.

  8670 Wolff Ct Ste 205 Westminster, CO 80031

• 

  Standley Lake Massage Therapy, Inc.

  2727 Bryant St Ste B3 Denver, CO 80211-4152

• 

  Standley Lake Massage Therapy, Inc.

  333 W Hampden Ave Ste 420E Englewood, CO 80110-2399

• 

  Standley Lake Massage Therapy, Inc.

  15201 E Moncrieff Pl Ste B Aurora, CO 80011-1240

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:06/02/2022

  Type:Product 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.

  In 07/13/2022 I had a terrible massage that was covered by a work mans comp case. Now 11 months later the company is trying to **** me for services that I discontinued early based on the fact that the massage I received was terrible. I was never sent a **** or given information on this situation and now the "owner" is trying to call me up and threaten to send the balance to collections when I never received any **** or correspondence. The owner wouldnt even discuss the situation with me and hung up instead of trying to find a resolution with me . I never personally paid for any massage with the massage parlor and stopped going after the incident in question because it was not a good massage.

  Business Response

  Date: 06/10/2022

  ************************* (i.e. the patient) was referred to us for his work related injury.  His referral for 6 visits of Massage Therapy was pre-approved by his *************************************** (Liberty Mutual). The patient came to our office for 3 treatments (two in June 2021 and one in July 2021). According to Liberty Mutual explanation of benefits (EOB) "the patient has reached maximum medical improvement (MMI) for the injury, no further treatment is authorized". Liberty Mutual  advised the patient of their decision  and closed his case on July 6th and notified the patient that any future treatments will be the patient's responsibility.  

  Knowing that  his case is closed and he is solely responsible for his future medical bills, ****** came for  his treatment on July 13th, 2021. He never told our staff that his work comp' claim has been closed by the insurance company.

  Our office billed the  July 13th visit to Liberty Mutual and they  rejected the **** and stated that the case is closed and that this **** is the patient's responsibility.  We appealed Liberty Mutual's decision on behalf of the patient as we were not notified by the insurance company in time. Liberty Mutual told us the patient was made aware at the time of closing his case that he is responsible for his future bills. Furthermore, the insurance company is not legally responsible to notify the providers, however the patient is .

  We went even further on the patient's behalf and filed a "Medical Dispute" complaint with the ***************** ********** ******** to try to get this **** covered by Liberty Mutual. But the ***************** ruled the following:

  "Date(s) of Service: 7/13/2021

  The Medical Dispute Resolution Unit (MDR) has reviewed your request for dispute resolution and has

  determined it does not meet criteria for the process for the following reasons:

  ? ** Other: Massage therapy visit rendered after patient was put at MMI on 7/6/2021, with no

  maintenance benefits. Case is no longer under the jurisdiction of Workers' Compensation.

  Patient is responsible for payment."

  Our billing lady reached out to the patient last year and told him that he is responsible for paying the ****.

  I have reached out to the patient regarding this **** to which he said to **** his work comp insurance company . I told him repeatedly that we did and they denied the **** as his case was closed and he was made aware of  it. Patient stated that he no longer works for that company and why are we asking him for a **** which is one year old. We told him the bills are good for 7 year from the Date of service and if is not paid his account will go to collections. The patient got upset and said he hasn't seen the ****, to which we offered to send him and he declined, just kept saying "**** the insurance".

   Few days later, the patient called our office on his volition and paid the **** on the phone with his credit card. Then he went on ****** to give us bad reviews. He went further and  is trying to defame us (a reputed 40 year old institution) by persuading  8 of his family and friends who have NEVER come to our clinic by giving us bad ****** reviews. 5 of which are from different ******' s and they gave their reviews within 1 hour of ****** 's posting his review. We are exploring our options to take action against  his bullying behavior. We emailed this patient the decision made by the *****************, Liberty Mutual EOB, the **** in question and our appeals.

  We don't understand why now he is filing a complaint with BBB and saying his Massage was not good. Which is news to us as he is now saying this after one year. Also, why did he call to pay the ****, and now why is he asking for a refund? No refunds are due as the ***************** ruled that the patient is responsible for the payment.

   

  Best Regards

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

   President

   

   

  --

  Standley Lake Massage Therapy

   

  Office: **************

  Fax: **************

   

  http://www.standleylakemassagetherapy.com/

   

  Main Office: 

  7621 ***********  (Next to Planet Fitness)

  Westminster, ** 80005

   

  Aurora Office

  12075 ************************************************************ Building)

  ******, ** 80239

   

  *************** Office

  2727 ****** St, Suite B3

  ******, ** 80211

• Initial Complaint

  Date:05/24/2022

  Type:Order 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 was receiving massage therapy on my back for an work injury. I settled my case on the 27th of March and informed my therapist that the case was settled. It was my understanding that the massages were being paid for by the ***************** seeing that they were approved in February. The insurance company is denying payment since the case was settled. I have no problem paying for the massages which I received but I am not paying the ****** they charge the insurance, which comes up to ******. The normal rate is ***** and that is what I feel I should have to pay not ****** Because they want to s**** the insurance company. Please help clear up this misunderstanding.

  Business Response

  Date: 06/06/2022

  This patient was referred to us for his work related injury.  His referral for Massage Therapy was pre-approved by his *************************************** (Pinnacol). The patient had also retained an attorney to represent him but failed to mention this important fact to us.  As the patient stated in his complaint, he settled his case on March 27th, 2022. As part of the signed financial settlement between the patient and insurance company, Pinnacol advised the patient and his attorney that any future treatments for his injury would become the patient's responsibility. 
  The patient continued to come for his treatments for four additional visits as scheduled. At the end of his treatment, the therapist advised the patient that "he seems to be pain free and thus we will not be asking for more visits". To which patient replied that "he is in the process of closing his case". 
  The patient never informed our office staff or the therapist (as per his claim) that he had already settled his case back in March.  Our office billed the patient's insurance for the four visits that he was treated for after his case had settled. Pinnacol rejected the bills and stated that the case is closed and that these bills are the patient's responsibility.  I (owner) personally called the ****************** adjuster and discussed the matter. The Pinnacol adjuster denied responsibility and called the patient's attorney and advised that he(attorney)  reach out to the patient and advise him to pay the bills as agreed upon in his settlement.  I also called the patient's attorney and they told us that they are trying to reach out to the patient regarding this matter. 
  It is a  fact that we didn't know that this case was settled back in March. It is also not true that the patient didn't know that once his case is settled he will be responsible for all future medical bills related to that injury.  Our front office staff called the patient regarding his settlement and payment. The patient offered willingness to pay but wants to pay $80/visits as that is the retail cash price we charge for non-medical patients. 
  We will not accept the patient's offer; and we are NOT "trying to screw" (as per the patient's statement in his complaint to BBB) the insurance company either. Worker's Compensation is extremely regulated and all procedures ( physician visits, Physical therapy, Massage therapy etc.)  and the payments of these procedures are determined by the ***************** ****************** (Rule 14). The state mandates the services and the payments for such services and all insurance companies and medical providers have to adhere to that fee schedule.  So as per the  *****************, Rule 14, Medical Massage Therapy must be reimbursed at the rate of  $160.2/visit which then comes to $640.80 for 4 visits. This is the amount all insurance companies pay to all Medical Massage providers in ********************** related Medical  Massage therapy is very different from a Wellness Massage for which we charge $80. The therapist is required to extensively document the patient's prior conditions, monitor progress and create future plans. These plans are discussed and shared with the patient's doctors and insurance companies so everyone is on the same page and making progress towards the patient's maximum medical improvement. The therapists are paid a much higher wage for putting in this effort. We have to provide all documentation and create professional billing to send to the insurance company, which requires further time and resources. All insurance companies have to follow the ***************** mandated guidelines before issuing  the state-mandated fee.
  I have reached out to the patient on three different occasions and have provided him with my personal phone number for him to call me but the patient has not returned calls and not shown any willingness to settle this matter except for filing an untrue picture with the BBB. To make a good faith effort, I am willing to offer a 10% discount that is given to be part of preferred insurance network providers. So the patient will have to pay $576.76 vs. $640.8.  If not, the patient will be responsible for late and delinquent fees and interest charges on top of what is currently owed. We hope to hear from the patient and resolve this matter amicably. 
  

  Best Regards
  

  ************
  President
  -- 
  Standley Lake Massage Therapy
  

  
  

  Customer Answer

  Date: 06/07/2022

   
  Complaint: 17249481
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 06/10/2022

  Offering me ***** off after lying hIs a** off is an insult. I made an fair offer now he can go f*** himself I ain't paying a *****. Thank you for your time.
  
  *****************************