ComplaintsforOrthosport Hawaii LLC

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was referred by my doctor to orthosports facility for treatment in regards with my car collision. On (3/17/2023) I had an appointment appointment for 8:00 am. After arriving at the facility due to the **** from my accident and sitting in traffic for a long time my pain was triggered .After arriving to the facility, I informed the receptionist ( ***** ) of my condition and explained that at the moment I feel discomforting pain and instead of getting treated for physical therapy, I would like to check with doctor as they are located at the building.Mrs.***** disregarded my condition and Instead handed me evaluation forms to assess the future treatments as I was half blended and had my hands on my back and knees. I explained to her, at the moment I dont wish to continue staying at their facility or neither wishes to be treated as my pain is getting worst.She pursued to disregards my condition once again and insisted handed me another form in regards with getting approval from insurance to add more visits.Again, I explained to her that Im not feeling comfortable enough to be there and needed to leave and seek medical attention.She then started to raise her voice and mentioned that she is going to discharge my case and their facility wouldnt provide any more services to me . I was shocked and upset with the way I was treated.Next day , I received a call from a manager(*****) mentioning that OrthoSport management has decided that I am not a good fit for them and therefore they dont wish to provide me with any more services.OrthoSport has disregarded my pain and acted unprofessional.I have only received two treatments from them before the incident. I was never late or had any issues.Considering the fact that they are a rehabilitation center for people with injuries such as vehicle accident,the inhumanity and insensitivity of their staff is unimaginable. They delayed my recovery that has caused extra stress and pain to my personal life .

  Business response

  07/18/2023

  I understand that you feel you have been unfairly treated.  I would like to share the facts as documented in the facility record as they are not fully in agreement with your description of events.

  
  On the day of your last appointment, you called ahead (already late) to ask if you really needed to come in because traffic was bad (with no mention of any extreme pain level).  Our receptionist let you know that even though you were already late, we needed you to come in to do some simple authorization paperwork if you wanted to continue treatment.

  
  On arrival, your behavior in our facility was boisterous, disruptive in our waiting area.  You were also verbally aggressive with the receptionist as they tried to explain the insurance requirements for you to continue care. 

  
  We have a zero-tolerance policy for any client that is aggressively discourteous or profane with any of our staff. For that reason, you were discharged from our care and your physician was informed immediately that we would not be able to continue in your care.

  
  We do this immediately, expressly to prevent any gap in care. This allows your physician to assist you in finding an alternate provider as quickly as possible.  There is no lack of physical therapy providers in the area, and any delay in care was not due to any lack of action on our part.  As such, we do not accept your assertion that we are in any way responsible for your delay in returning to work.

  
  Additionally, given the comprehensive hour of service provided for the 2 sessions you arrived for, we cannot honor your request for a refund of those sessions.

  
  On start of care with our clinic, you signed a late cancelation policy accepting a $50 late cancel fee should you fail to give at least prior days notice for any cancelled appointment.  We do this so that we can offer that reserved hour to another patient on our waiting list. 
  Our records show that you had a 50% late cancellation rate (2 out of 4 reserved sessions).  We did not,and do not intend to collect this fee from you, and hope that you will accept this as our good faith effort at resolving this situation.

  Customer response

  08/05/2023

  In their response, they mentioned that I called ahead late and mentioned about the traffic and thats FALSE. Ive called 15 minutes before my appointment and explained that Im in traffic and Ill be late . I was told that I can be late as far as 15 minutes and still keep my appointment .It was no mention of signing any paperwork. I had another appointment scheduled so therefore all related paperwork could have be post ******.

  They have mentioned that my behavior was **********, disruptive in their waiting area. I was never in their waiting area , I actually walked in upon my arrival since I was already late and they share waiting area with queen ********* room so if there was any issues queen medical staff would of addressed that so that accusation is also FALSE and has no base line to it .

  they have mentioned that I was verbally aggressive with the receptionist as they tried to explain the insurance requirements for me to continue
  care. Since they are making such accusations then I would require them to prove such behavior with explanation of exactly how I displayed aggression ?

  They also have CCTV camera so I would require them with providing photog and written statements of the physician that was present at the clinic and since they are sharing space with queen medical urgency care , also required to provide written statements from their staff as well . Also door was open while all conversation was happening so queen medical staff could of heard or seen the situation.I have also been in two sessions in their downtown facility and I would like them to provide written statements of two physicians and two receptionist that I have interact with prior to that appointment and state that I have been carrying such behavior with them as well . 
  If my behavior was aggressive then why would receptionists would like to continue proving information for my next visit !?  I would not want some aggressive person in my facility, so what would they wished for me come back and providing information in regards with continuing services.
  Why none of this accusation or reasons never brought up the next day when they called me to inform me that they dont wish to continue with their services ?! Would in it be easy to explain on that time !?

  as physical therapy facility, they know that all information need to be discussed with insurance adjuster and medical provider for continuing of the visit so any information that they were  trying to provide me at that point has zero relevance. But I believe they wished to take an advantage of my pain and have me sign documentation knowing I cant be fully aware and read correctly.
  they have caused gap in between my recovery with canceling my appointment without reasoning and the reasoning that they have provided was never explained to me at any point . They know that it will take the insurance and medical doctor to refer me to new physicians and they did it anyways . They could of referred me back to their other location where I was given treatment before and had no issues.

  they have mentioned that they cant honor a refund , however in order for physical therapy to work you need continues care in order to see full results. my new physician has to start all treatment from the beginning all over again .
  They have mentioned that I have record of 2 out of 4 late arrival and thats False .

  I had two appointments prior and one that I called in and the incident has happened . They did not charge the cancellation fee because as far as I show up in any appointment they will be charging my insurance for the full hour so thats not as part of their kind hurt but its because of greed and unprofessionalism . If they were so concerned about their standards and so worry about their late arrival why would they be agreed for me to come late and still get threaded ?!

  All accusations that have made need to be investigated and evidence need to be provided . 
  I would like for them to also clarify the relationship between the receptionist and the owner of the business because I believe they are defending their family member more than repetition of their business and they are siding with her being rude, aggressive, unprofessional, and disrespectful and encouraging such behaviors in their place of business. 
  they could have simply called me the next day and asked for my side of the story to make the right decision, however, no call was made and no one asked how I felt about the situation.

  I have also attached the letter from their physician and my medical doctor in regards with sitting or standing for long time . If they would of act professionally and read their own physician letter they would of understood that if I was in traffic and called ahead then the best was to comply and if I did ask not be touched or seen by any physician then they should of not pushed me to do so . They wanted me to see their physician when I was there and when I refused then they started to push me to sign the insurance forms . They insisted for me to see the physician knowing that I am in pain and I have told their receptionist from

  the beginning that I am at their facility but now that I walked in my pain level is higher and dont wish to receive any treatments. There was no verbal agreement for me to come to their facility to sign any documentation. If I am in pain to revive the treatment then what should I wish to walk in just to sing some paper that its completely unnecessary. All those paperwork need to be presented to the insurance and if it was necessary then in the next visit . 

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