ComplaintsforPT Solutions

• Initial Complaint

  02/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In the middle of December I visited the office on Panther Creek, ****, **. We were told that they were having a $25 per visit special until they were set up to take insurance. My insurance is out of network so I called them and they said I had to file my own reimbursement claim form and attach copies of the itemized bills. This was after arguing with ***************************** (their billing department) where he told me that I have no right to request my money back from my insurance company. I asked him what business is it of his that my insurance told me to file the reimbursement forms. He went as far as trying to accuse me of "double dipping," something that the insurance company said was not so. I then asked for his company's EIN number (as requested by the insurance company. Again, he refused so I obtained it through the **** At the same time, I asked him why his company sent a **** for $26 to the insurance company, which they paid, after I paid then up front, $25, for the visit. He told me that the filing of that **** was "in error." Two questions here, (1) why did they charge insurance and (2) what happened to the "we won't be set up for insurance until January" ******* I then asked *****, in emails, for the address of the company's Corporate Headquarters. He kept on sending emails back telling me that if I have any problems to contact the billing department. I found the address of Corporate on the internet and called and spoke to a young lady who gave me an email address to send my concerns to. As of today, I did not send a letter of complaint to corporate yet as I figured that they straightened it out. However, when I spoke to the insurance company today, they told me I needed to provide them with an itemized **** for each date of service. Again, I called ***** and he, AGAIN, tried to accuse me of double dipping and said they used different cpt codes for the $25 visits. He sent me a ledger statement. NOT itemized bills.

  Business response

  02/14/2022

  ************** and I spoke on Friday February 4th after he sent an email to the Director of ******** *********************** was out of the office attending a work conference, so it was directed to me and the account services supervisor *************************.  ****** spoke with ************** and then he spoke with me. We both listened to his complaints and agreed that this was mishandled and never should have reached this point.  The PT Solutions representative (*****) that he spoke with has received a written warning and will receive coaching over the next several weeks.  We are out of network with ****************** insurance, but we offered to file the claims to his insurance company so he could be reimbursed for his expenses per his policy. He had an overpayment on his account of $86 and a refund has been sent to him, which he has received. Once the claims process, he will be refunded any additional amounts that he overpaid.  ***** emailed ************** an apology for his accusatory behavior and word choices.  As of today, I have received acknowledgement from his insurance company that the claims have been accepted into their system which means they will begin to process soon.  I have had a few phone and email communications with ************** since our first call on February 4th and I believe he is satisfied with our response.  We are very sorry for the experience ************** has had and we hope that we do not have this type of issue with any patient in the future.  Thank you for the opportunity to respond to this complaint.  Please let me know if any further information or clarification is needed.  I can be reached at ***************************************

  Customer response

  02/14/2022

   
  MESSAGE FROM BUSINESS:
  
  ************** and I spoke on Friday February 4th after he sent an email to the Director of ******** *********************** was out of the office attending a work conference, so it was directed to me and the account services supervisor *************************.  ****** spoke with ************** and then he spoke with me. We both listened to his complaints and agreed that this was mishandled and never should have reached this point.  The PT Solutions representative (*****) that he spoke with has received a written warning and will receive coaching over the next several weeks.  We are out of network with ****************** insurance, but we offered to file the claims to his insurance company so he could be reimbursed for his expenses per his policy. He had an overpayment on his account of $86 and a refund has been sent to him, which he has received. Once the claims process, he will be refunded any additional amounts that he overpaid.  ***** emailed ************** an apology for his accusatory behavior and word choices.  As of today, I have received acknowledgement from his insurance company that the claims have been accepted into their system which means they will begin to process soon.  I have had a few phone and email communications with ************** since our first call on February 4th and I believe he is satisfied with our response.  We are very sorry for the experience ************** has had and we hope that we do not have this type of issue with any patient in the future.  Thank you for the opportunity to respond to this complaint.  Please let me know if any further information or clarification is needed.  I can be reached at ***************************************

*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. ↩