ComplaintsforOne to One Physical Therapy
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Complaint Details
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Initial Complaint
09/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was a patient there for about 5 months, recovering from a bad spinal surgery. My physical therapist named *************** lied to me and told me my insurance would only cover 5 more visits, and then i would have to stop for at least a few months before coming back. I then found out that my insurance would've covered upwards of 500 visits and I did not need to stop going. When I found this out, I said I wanted to keep going, and she then tried to discharge me against my will. Had I not checked with my insurance, I would've been under the impression that I had no coverage left, so this lie could have been very detrimental. When i came in to discuss the issue with the therapist and the clinical director, the therapist took no accountability and I left. Furthermore, I was told I had a credit there for over 500 dollars, and now I am being sent a bill by them amounting to 491.60$ even though I paid every time I went in. I shouldn't be receiving a bill at all. When I called this morning to discuss it, the first woman that picked up who knew me, as soon as I said my name, deliberately hung up on me so she wouldn't have to talk to me. I have been a patient at about 10 different establishments before, and have never seen anything like this, where it is tolerated to lie to patients about their insurance coverage.Business response
01/02/2024
********************,
I left you a voice mail regarding this complaint last week. I serve as legal counsel for One-to-One Physical Therapy, LP. I need to discuss this matter with you. We would need to reveal protected health information in order to adequately respond to this complaint, and I need to confirm the complainant has signed an appropriate HIPAA release form. Please contact me at ************ or by email at ******************.
Thank you.
***** ********
Initial Complaint
05/21/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I was mistakenly charged a $25 copay that was NOT due to One-to-One Physical Therapy on March 7, 2023, and all my attempts at getting a refund have been unsuccessful. They keep on telling me that they will call me and send a check, and they never do. I want my $25 back.Business response
06/05/2023
We spoke to the patient June 5, 2023. We explained to her that we didn't receive payment from her secondary insurance until May 22, 2023. We explained we are sending the refund request to our corporate office today June 5 2023. We explained how our refund policy works and that we have to wait til her secondary insurance pays which they just did recently. We are refunding the patient and she is aware.Customer response
06/07/2023
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
07/13/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was charged a 30dollar copay for every visit after Jan 1st 2022. Since I had never been charged any copay before and none of the girls at the desk said anything and there was no notices posted I contnued going 3 times a week. for the next 3 months. In may I received a call from the above establishment informing me of the new copay. I owed them ****** dollars.Since no one ever notified me of of this new charge I feel that it was the duty of the said establishment to have made known to its customers of this exorbitant extra charge.Your answer to this matter would be greatly appreciated.Business response
07/18/2022
Given our obligation to comply with HIPAA requirements, we are unable to make specific comments, but we are always striving to improve our patient care and services. Please contact me at ************ directly by telephone to discuss.
We acknowledge your concerns and appreciate you reaching out to us. We have made many attempts to communicate and resolve matters with the claimant.
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.