ComplaintsforFox Physical Therapy

• Initial Complaint

  02/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hello - I went to Fox Physical therapy on 5 occasions last year (Feb 2022 to March 2022) for a knee problem. At the time of my visit, I provided them with my health insurance which they accepted (AETNA) and told me I would pay a $60 deductible for every visit. I paid the deductible and have copies of these payments. Fox billed my insurance seperately and my insurance also paid them per contract (I have all EOBs).One year later this business is sending me a bill for $750 which is on top of insurance payments and my deductible. They never discussed any such payment with me a year ago. Additionally it turns out they charged my insurance $500 per ***********************************************************************************************************************************************

  Business response

  03/27/2023

  ***BBB Has Received Business Response***
  

  This patient had previously contacted us about this balance on 03/02/2023, via a letter sent to us from his lawyer with this same information. We contacted our legal team, and the lawyer's name was not found in the ******* Bar and the letter did not include a phone number, email address, or address for the lawyer to reach out directly. Our legal team has advised us to ignore this patient's attempt to use legal power to not pay his bill. We are happy to provide a copy of this at the BBB's request. 
  

  
  

  I also had our billing team look into his claims to ensure that Fox PT had done our part to ensure that his account was correctly billed. The billing team informed us that initially, ***** had paid for the visits. However, they did an audit and they saw that ***** did not have any physical therapy benefits on his policy, so the recouped his payments. Please see the Availity transaction ID below from our billing department:

  
  

  In this case, we are forced to change these visits to our self-pay rate of $150 each.
  

  Rahim has signed our policies for treatment, which include our Obligation for Payment and Assignment of Benefits polices, which read as follows:

  The receptionist at his location called him to speak about the letters we had received and the insurance information that we had discovered. Rahim was incredibly aggressive on the phone with our employee, and terminated the call.
  

  
  

  Since Rahim came to our office 5 times, the total balance is $150 x 5 = $750. We would like an opportunity to still respond to this complaint, as we have done our part to bill his insurance. 
  

  
  

  Please see our "Response to this Complaint" below:
  

  
  

  ***** attended appointments at Fox Physical Therapy Brickell (located on ********************************************) on 02/16/2022, 02/23/2022, 02/28/2022, 03/08/2022, and 03/10/2022. He cancelled 1 appointment on 02/25/2022 and no showed to 1 appointment on 03/02/2022. When we verified *****'s insurance, we originally quoted him $80 for the first visit and $60 for follow-up appointments. Because his policy does not have physical therapy benefits, his insurance did initially pay on these claims but has since recouped payments, and so he was sent a bill. Fox Physical Therapy does everything we can to ensure that we get accurate information from insurance so that we can quote members an accurate amount for copays and other insurance benefits and eligibility information. Any and all costs not paid by insurance are patient responsibility, as outlined in the agreement signed by this patient. All 5 appointments were converted to our self-pay rate so that we could still pay his physical therapist for the visit. Continued attempts to not pay this bill will result in sending this balance to collections, as outlined in the agreement signed by the patient. We have tried contacting this patient via phone in order to amicably reach a solution, but the patient has not been cooperative in these attempts. 
  

   

   

  Customer response

  03/28/2023

   
  Complaint: 19497899
  
  I am rejecting this response because:
  

  It is Fox's Physical therapy's responsibility to check full insurance coverage prior to taking a patient.  They accepted the patient based on my insurance and agreeing to bill them.  If my insurance was not valid, I should have been told at the time of intake.  Additionally Aetna has not recouped any payment.  Can they send me a statement saying this?

  Additionally, my lawyer is admitted to CA bar and not a ** lawyer.  

  Sincerely,
  
  *************************

  Business response

  03/29/2023

  ***BBB Has Received Business Response***
  

   

  The receptionist at his location called him to speak about the letters we had received and the insurance information that we had discovered. Rahim was incredibly aggressive on the phone with our employee, and terminated the call.
  

  
  

  Since Rahim came to our office 5 times, the total balance is $150 x 5 = $750. We would like an opportunity to still respond to this complaint, as we have done our part to bill his insurance. 
  

  
  

  Please see our "Response to this Complaint" below:
  

  
  

  ***** attended appointments at Fox Physical Therapy Brickell (located on ********************************************) on 02/16/2022, 02/23/2022, 02/28/2022, 03/08/2022, and 03/10/2022. He cancelled 1 appointment on 02/25/2022 and no showed to 1 appointment on 03/02/2022. When we verified *****'s insurance, we originally quoted him $80 for the first visit and $60 for follow-up appointments. Because his policy does not have physical therapy benefits, his insurance did initially pay on these claims but has since recouped payments, and so he was sent a bill. Fox Physical Therapy does everything we can to ensure that we get accurate information from insurance so that we can quote members an accurate amount for copays and other insurance benefits and eligibility information. Any and all costs not paid by insurance are patient responsibility, as outlined in the agreement signed by this patient. All 5 appointments were converted to our self-pay rate so that we could still pay his physical therapist for the visit. Continued attempts to not pay this bill will result in sending this balance to collections, as outlined in the agreement signed by the patient. We have tried contacting this patient via phone in order to amicably reach a solution, but the patient has not been cooperative in these attempts. 
  

  
  

  Please contact our main office at ************

  or email us at

   *************** with any further concern

*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. ↩