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Complaint Details
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Initial Complaint
05/20/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Account Number: ******* 1. Dispute Overview:In February 2024, I received a bill for physical therapy services dating back to December 8, 2022, indicating an outstanding balance of $2,300.62. This was contrary to my understanding that my financial obligation was limited to a $10 copay per visit, an understanding reinforced by Benchmark only charging me $10 at each visit. Throughout my treatment, which spanned over a year, there was no indication or communication from Benchmark about accruing additional charges beyond the copay. 2. Follow-Up Attempts:I was out of the country for the entirety of February and received the bill only upon my return. Upon receipt, I immediately callled Benchmark to address the matter but didn't get any useful information. In early March, I reached out via the "Contact Us" page and received a reply on March 7 stating that there was a pending investigation. Subsequently, I sent follow-up emails on March 18, April 10, and April 26, and May 8th. I also called on May 3rd. Sometimes Benchmark confirmed receiving my email, but there has been no progress.3. Request for Resolution:I seek a fair and equitable resolution to this dispute, suggesting the possibility of negotiating a final payment that reflects only the charges that were clearly communicated to me.Given the prolonged nature of this issue and the lack of response from Benchmark, I find it imperative to seek intervention from the BBB to facilitate a prompt and fair resolution.Initial Complaint
09/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On or @ May 30, 2023, I went into the BenchMark Physical *************** to request my medical records. I completed the necessary form and the receptionist told me it takes a minimum of 30 days to receive the records. She provided the phone numbers for me to followup if I didn't get the medical records (************** or ************). I have not received the medical records and when I called I was given another phone number *************). I have called numerous times and left voice messages. I have not received a phone call back. I went back into the office and the receptionist told me I would have to call the number provided.Initial Complaint
09/28/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I went to Benchmark PT from Sept. 2022-Jan 2023. I am still receiving bills from them today, 9.27.23. (The bill I received today was from 1.31.23.) They have been billing me since the middle of this year for charges from when I started treatment, and threatening to send me to the creditors for bills that they have sent months late. I am also unclear that I am not paying for the same charges repeatedly. **** from Benchmark's ****** location, who is the head there, promised to remove charges based on his staff's incompetence in billing, and then I was told by the billing ***** of the parent Benchmark PT organization that he never said that, that I had no proof, and that it was a "he said/she said" situation. I was told that many of my charges were going to be taken away based on promises from ****--they took a small amount away when I said I was calling the BBB--but this never happened. I also got a letter recently that my medical and personal information was stolen due to staff incompetence from Benchmark, and to make sure to check my credit.Initial Complaint
02/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I visited Benchmark on 6/22/22 and 6/24-issues with the fingers pulleys. My PT was wearing long orange artificial nails, which caused problems while demonstrating exercises for my fingers. She promised to give me a set of exercises in print. Then she promised to email me the exercises instead. I have never received an email. I asked my PT about the email, and she told me that her computer broke down!? On 6/24, my PT was not paying much attention to me (had 2-3 patients simultaneously) and had issues demonstrating the exercises due to her nails. She made me execute some series of quasi-pull-*** on the 45-degree bench and left me to it. It was supposed to test my strength. She watched some TV! and helped other patients in the meantime. I executed the exercise. When I was leaving the office, my arms were bent at the elbows - there was quite a bit of tension in my arms. She printed exercises, quickly demonstrated exercises, again nails issues. The next morning I woke up to severely sore shoulders and arms. I had serious issues straightening my arms and elbows. They were permanently bent at about a 120-degree angle. My entire back was tilted to one side. I lost my confidence in my PT and had to contact my doctor. I lost two days of work and experienced dreadful, excruciating pain. The pain receded very slowly throughout the next six days. It took me another week to hold my arms straight without forcing them. I came to the office with a minor pulley issue in my fingers, and I lost two days of work and suffered a week of scary pain. I could not even drive my car with manual transmission. I was really concerned about permanent damage to my arms. I recently called the location at their request, and ***** apologized. She admitted that she did not have much experience with finger pulleys and treated my case as a challenge. I am requesting my money to be refunded. If I dont receive my money back, I will file a complaint to the ************* against company: Benchmark itself.Business response
03/06/2023
Good afternoon,
At BenchMark Physical Therapy, our goal is to provide remarkable services and interactions. We regret that this was not the consumers experience. A member of our clinical leadership team has reached out to the consumer to work toward a resolution of this issue.
Please let me know if you have any questions or need anything further.
With Gratitude,
*******************, JD, CHC
Director of Compliance
Clinical Services Department
P ************ (or ext. 2246)
F ************
M ************
************************************************************************Customer response
03/12/2023
Hi,
***** from Benchmark has contacted me on 3/3rd and promised the refund of $136.17. It's 3/12th and I did not receive any money yet.
Thank you
Initial Complaint
01/15/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
My name is ***********************, and my account number: *******, with the statement date 01-07-22 with a **** amount of ******. I am sending a complaint with Benchmark Physical Therapy cause not only they charge me more than they told me at the beginning. They had 4days of therapy which is not right, I have been to the facility 4 time, and canceled the 5th time cause I wasn't satisfied with their service, and my pain has increased after the 4rd appointment, that is the reason why I have canceled the 5th appointment . When I started the service the therapist told me that my patient responsability was 100, and we verified that and it was 50, then I made a 100 dollars cash payment which has left me with 50 remaining balance, so when I came for the 2nd appointment didn't pay anything then following I paid ****************************** with a 50 credit for the 4 th appointment. Yesterday I have received a billed due for ****** and was pretty shocked cause I have paid for all the 4 appointments, and called them today, and they told me my insurance applied those toward my deductible. If I was aware of this from the beginning l, I wouldn't have done the therapy cause I couldn't afford that, and if they had told me that, I would have stopped the same day. Unfortunately I don't have the money to pay that ****, and my monthly budget can't be enough for me to pay at all. They told me something different at the beginning, and want to charge me extra now. Not only I wasn't satisfied with the service, and I can't pay almost 700 for 4 therapy appointment if I was aware of it. I will appreciate them revising the and either cancel the charge. Thanks for your understanding.**************
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