Business Profile

Health and Wellness

ATI Physical Therapy

Headquarters

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Complaints

This profile includes complaints for ATI Physical Therapy's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

133 total complaints in the last 3 years.
45 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:10/17/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Physical Therapy provided over a 3 month period. Billing details were asked to be clarified after 2nd payment request by Provider. The services provided were being questioned for 2 reasons: 1) provider also attended to 1 or 2 other patients at the same time during some appointments and 2) adjustments to program not modified near end although cost for one line item doubled for final 10 appts. Two calls were taken with the collections teams with the 2nd taped with the Aetna Rep. on the call asking additionally for details to the service charges in question. ***** has also denied payments in response to my request to them.I am NOT challenging paying for PT services that I owe for. I do not want to pay for services not provided and the provider just continues to send late notices and calls on the home phone. (Service Range Date 9/15/2021 - 11/15/2021)
Business Response
Date: 10/25/2022
Dear ************************,
This response is in reference to case # ******** sent on 10/17/22. A thorough review of your case was performed. All billing and treatment falls within industry standards. Physical Therapy treatment is not billed per exercise performed, but by units as defined by the **************************** (AMA) CPT code book. A provider is responsible for understanding how particular activities are to be billed and what timeframe constitutes when a unit is to be billed. Most items are defined by 15-minute timeframes and a unit is attained when the midpoint of that procedure is surpassed. For example, when a patient attends a 60-minute treatment, 4 units are frequently billed. A variety of units are available for a clinician to utilize when billing depending on the intervention provided.Treatment codes exist for strengthening and flexibility exercises, functional activity training, balance training, gait training, manual therapy, and the modalities that we provide. It is common to see a variety of these codes used for each treatment as sessions vary based on patient needs and the plan of care created by the physical therapist.
ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns, please contact our Patient Advocate Team at **************.

***********************, PT, DPT, OCS
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 10/26/2022

Complaint: 18232882

I am rejecting this response because: they replied to an explanation of the billing process they are allowed to follow. They DID NOT address my issue of having multiple patients being serviced by the same PT in 15min increments - if there were 3 total persons being seen by one PT how could I have 4 - 15 min services provided while others where also billed? not that many minutes in an hour.

Sincerely,

*********************************
Business Response
Date: 11/07/2022
Dear ************************,

This response is in reference to case # ******** updated on 10/31/22. The medical record review indicates services performed by our clinical staff met the appropriate industry standards as it relates to practice act and billing compliance. Additionally, ATI has contractual obligations with insurance carriers that are responsible for the payment of services. The contract with the payer establishes the fee schedule for and provision of therapy services, and how these are to be submitted by the provider to secure reimbursement. A provider is responsible for understanding how services are to be documented and billed according to these agreements. We maintain that the services provided were appropriately billed and in accordance with industry standards and payor requirements.
ATI regrets the frustration the billing process caused and will provide a 20% customer service discount to the remaining patient balance on the account. ATI Physical Therapy continues its commitment to honesty, integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns, please contact our Patient Advocate Team at **************.

***********************, PT, DPT, OCS
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 11/07/2022

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 **** want my comments to continue to be available.

Sincerely,

*********************************
Initial Complaint
Date:09/27/2022
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a back issue that needed physical therapy. I called ATI who stated that they took my insurance. I even provided them with a referral from my doctor. Turned out that I also needed a referral from my PCP in order to be seen by ATI. I wasnt made aware until I took my son for services as well. We have the same insurance. They verified his and it turned out they didnt take my insurance. Meanwhile, I went for over 10 sessions and paid my ** pay only to find out I am now responsible for the entirety of the bill. Due to their inability to provide their clients with insurance verification processes, i am now being held responsible for their mistake. This is wrong on all levels. I will never re**mmend ATI to anyone and I will now make sure I do my own insurance verification with my insurance **mpany so that Im not left in this situation again! I want my balance to be adjusted and eliminated as this was not my fault. ATI failed to verify my insurance and their negligence **st me money.
Business Response
Date: 10/03/2022
Dear **********************,

This response is in reference to case # ******** sent on 9/27/22. A thorough review of your case was performed. ATI performs courtesy verification of insurance benefits and reviews the expected cost with the patient through our Notice of Financial Responsibility. This notice reviews potential deductible, co-payment,co-insurance cost, and/or limits placed on treatment from the insurance company and this notice is signed by the patient. This notice states that ATI assumes no liability for any benefit information that is misquoted by your insurance carrier. It is ultimately your responsibility to be aware of your insurance coverage, limitations, and terms and conditions of your policy. ATI regrets any frustration that occurred with communication regarding insurance benefits. As a courtesy to you, ATI will remove all patient remaining responsibility from the account.
ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns, please contact our Patient Advocate Team at **************.
***********************, PT, DPT, OCS
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 10/03/2022

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
Date:09/24/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
ATI Physical Therapy keeps sending me bills that I already paid. I went through patient advocacy and even with proof from my bank that I paid they are still sending me bills. I have filed a grievance/dispute with my insurance to see if they can help but have not heard back. At the time of service therre was always an issue with payment for one reason or another. I gave them my debit card to use after the first issue. Therefore, all of my payments should have been covered before I stopped services, Even after I sent them proof, I went back into my bank account with a fine tooth comb and it showed I made more payments than the total for the services they said I received. My request is that they acknowledge that the account is paid in full, they stop sending me bills and that this in no way is reported to the credit bureau. Patient Dedicated Specialists <*************************************>Fri, Jun 3 at 11:13 AM I spoke to you a few days ago. I checked my bank and all of these charges have been paid. As I mentioned on a call previous to the last one. The facility I was at had my card on file to charge as I went. Also, they were extremely disorganized. I am quite concerned that they had the card now and would like to know what they do with the information once a client has left the therapy center?Thank you,Image (2)This will be my fourth attempt to get assistance with this bill. **********************. During my last call the representative read an email to me that I had not received. I went back through my account with **** in hand. You do not show the $50 payment that I made on 12/30 nor the $25.00 payment I made on 02/01. That would account for the $75.00 you are saying I owe. Please text me if you send an email. ************* Thank you,
Business Response
Date: 09/27/2022
Dear ******************,
This response is in reference to case # ******** sent on 9/24/22.A thorough review of your case was conducted to determine a current account balance. Our records indicate that the following payments were received:

12/30/21: $50
1/5/22: $25
1/6/22: $25
1/10/22: $25
1/13/22: $25
1/17/22: $25
1/20/22: $25
1/31/22: $25
The payments received equal $225. Our records indicate that you attended 12 visits with a $25/visit copay resulting in an expected total of $300. The current balance on the account remains $75.
ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns, please contact our Patient Advocate Team at **************.
***********************, PT, DPT, OCS
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 10/02/2022

Complaint: 18123744A

I am rejecting this response because:
I continued to research my checking account. It shows that I paid more than the total amount they say I owe. Again, my card was on file and all payments should have been handled by your staff at The Colony location as I attended. If this proof does not convince you that I am paid in full, you should be addressing it with your staff. If I hadn't told them I thought there was a copay, they wouldn't have charged me anything!
*****************************
Business Response
Date: 10/07/2022
Dear ******************,

This response is in reference to case # ******** updated on 10/2/22. The information that you provided in the BBB Portal was reviewed.The payments appear to be 3 copies of the same payments as each group of payments have the same dates. Our ****************** reports that ATI did not receive multiple payments on any dates of service. The sum of payments received equal $225. Our records indicate that you attended 12 visits with a $25/visit copay resulting in an expected total of $300. The current balance on the account remains $75. ATI sends out billing statements for any payments not received at the time of service.
ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns, please contact our Patient Advocate Team at **************.
***********************, PT, DPT, OCS
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
Date:09/19/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I reached my total out of pocket amount for my insurance. Called in June to get my money refunded because I paid every time I went to an appointment. Was told that my refund has been started the day I called. It's now almost the end of September so I called again. I was just told it can take anywhere from 60 to 120 days for the check to be written. This is an outrageous amount of time.If the tables were turned they would have denied me services.
Business Response
Date: 09/21/2022
Dear ******************,

This response is in reference to case # ******** sent on 9/19/22.A thorough review of the case was carried out. ATI regrets the delay in the refund process and has provided the refund to the card provided at the time of treatment. The receipts for the refund are attached in the BBB Portal.
ATI Physical Therapy continues its commitment to honesty, integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns, please contact our Patient Advocate Team at 855-MY-ATIPT,option 2.
***********************, PT, DPT, OCS
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
Date:09/14/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My DR referred me to ATI Physical Therapy. I phoned for an evaluation app't SEP 12 2022 & was given an app't for SEP 26. I was told I needed to agree to how many days, ************ I would B using them. I said, no, I cannot agree to any work or schedule B 4 I speak with a PT. I was told NO schedule would B made. After I tried to ask ***************** no answer, I thought this over that evening & on SEP 13 2022 called & told them by online note, I was cancelling all *************************** would NOT B using their services. They said my "case" was closedn& I was "removed" out of their system but I rec'd no verification.Then was told they scheduled numerous appt's with me even tho I specifically insisted that they NOT do so. I insisted they cancel all app'ts with me immediately. They agreed to do so but w/o verification.Visited ATI today & asked for verification that I never used their services, I was not making any app'ts & would not contact them again. I repeated that I want to be removed from their system.I was told, "Once we have your name in the system, it can never be removed." I insisted my name be removed, & they said it wouldn't & couldn't be done. Gave them two written letters saying I have cancelled everything with them. They "tossed" the letters back & wouldn't keep them.I want firm verification from them that I am NOT listed in any way with their company. I never used them, I never had an app't, I never will use ******** want immediate legal verification from them that I am removed from their records & won't be scheduled by them or charged or contacted by them. To repeat, I insist I have them verify that I am NOT one of their **************** will not list me as one of their customers. I never used ******** will NOT be charged for services I never used or ever will use. I want no other contact with ATI except they verify I am not one of their customers.
Business Response
Date: 09/16/2022
Dear **************,
This response is in reference to case # ******** sent on 9/14/22. A review of your account was performed. No appointments are currently scheduled, no treatment was performed and thus you will have no charges, and no additional contact should occur. Your information has also been removed from our system.
ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns, please contact our Patient Advocate Team at **************.

***********************, PT, DPT, OCS
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 09/17/2022

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
Date:09/12/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I started physical therapy with ATI physical therapy on August 18,2022. It has been over 4 weeks and ATI has still not filed any claims with my insurance company: ********** Blue Shield of Michigan. I have reached out to ATI through phone and email. Everytime I reach out I am given a different response. As I have told ATI many times I need them to submit the claims so I can receive an explanation of benefits because I need to be reimbursed for my copays through my FSA account. I have had to put these copays on my credit card which has resulted in interest due to the slow claims processing. ATI needs to do their job and file the claims immediately with my insurance company
Business Response
Date: 09/16/2022
Dear **************,

This response is in reference to case # ******** sent on 9/12/22. A thorough review of your case was performed. Our ****************** states your insurance company has asked ATI to hold submitting claims until they (the insurance company) can complete an update in their system. We are working with them to determine if and when the hold can be removed. Claims will be submitted to your insurance company once they remove the hold.
ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns, please contact our Patient Advocate Team at **************.

***********************, PT, DPT, OCS
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 09/16/2022

Complaint: 18013763

I am rejecting this response because:This is a lie. I have contacted ********** Blue Shield and they stated that the claims can be submitted. It also does not explain why it has taken ATI a month to **** ********** Blue Shield. As I have stated multiple times, I need to be reimbursed through my FSA. Every time I call ATI, I receive a different reason: my account wasn't ****ed because they didn't know my surgery date or because they are still processing. Stop making excuses and do your job

Sincerely,

*************************
Business Response
Date: 09/27/2022
Dear **************,

This response is in reference to case # ******** updated on 9/20/22. Following our previous communication, ATI continued to communicate with your insurance company regarding the status of the claim hold they enacted. ATI recently received an update from your insurance company that the hold request was removed.Claims were sent to your insurance company for processing.
ATI regrets any frustration that the billing process caused. ATI Physical Therapy continues its commitment to honesty, integrity,and upholding the highest standards of professional conduct. If you have any additional questions or concerns, please contact our Patient Advocate Team at **************.

***********************, PT, DPT, OCS
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 10/01/2022

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
Date:09/12/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am 62, diagnosed with obesity and COPD. I asked my doctor if physical therapy would help and was given a referral for ATI physical therapy. I have a high deductible on my insurance, so I called ATI and asked how much it would be. I was told around $40. When I went for my one and only visit, I was told it might even be $20. Due to my health, I was only able to go for one visit. We had set up a twice weekly schedule, I called ATI and told them i would not be able to meet the next scheduled appointment and I wanted to clear my bill. I was told to take care of this on my next office visit. I received a bill from ATI for $126.38. When I called them and explained my issue, their response was that I have a high deductible. I told them that when i first called them, and at my first and only office visit that i have a high deductible, that is why I called for a pre-authorization. They had my insurance information. It was not a surprise to them that I had a high deductible.They misrepresented themselves and my expected bill, to get me into their office for a visit. Once there I was obligated to meet their extremely high cost of $1,011.04 a month. When calling them, they offered to make payment plans. I told them that they deliberately lied to me and that I was hustled. A payment plan does not negate the lie, or the hustle. I cannot afford a $1000 a month, I never would have gone.
Business Response
Date: 09/16/2022
Dear **************,

This response is in reference to case # ******** sent on 9/12/22. A thorough review of your case was performed. All billing and treatment fall within industry standards. *** performs complimentary reviews of insurance benefits with patients prior to starting care. This notice provides an estimate of potential deductible, co-payment, co-insurance cost, and/or limits placed on treatment from the insurance company and this notice is signed by the patient. This notice documented that the insurance deductible was not met and You will receive a billing statement for the difference between payment made upfront and the amount your insurance allows for each visit. Should there be a deductible for the patient, any unmet amount may result in a larger patient responsibility for treatment that is provided. ATI regrets any frustration that occurred with communication regarding cost estimates.
ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns, please contact our Patient Advocate Team at **************.

***********************, PT, DPT, OCS
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
Date:09/10/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had an appointment on 8/29/22. The website states, and it was verbally confirmed on MULTIPLE occasions, via phone and in person, by the receptionist, that the first appointment is a FREE COMPLIMENTARY evaluation. However, they billed my insurance then billed me on 9/10/22 for $35.88.
Business Response
Date: 09/16/2022
Dear ************,

This response is in reference to case # ******** sent on 9/10/22. A thorough review of the case was carried out and an interview of the Clinic Director was performed. *** performs complimentary injury screens which lasts ***** minutes and include no treatment. These screens are used to determine injury severity, if physical therapy would be an appropriate treatment option, and if a referral to a physician is required to address the injury. The review of the chart and discussion with the clinic director indicates that an evaluation was requested and performed, a plan of care was created, and treatment was provided. These skilled treatments are billed to your insurance in accordance with the contractual obligations with your insurance company.
ATI regrets any frustration that occurred with communication.ATI Physical Therapy continues its commitment to honesty, integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns, please contact our Patient Advocate Team at 855-MY-ATIPT,option 2.

***********************, PT, DPT, OCS
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 09/16/2022

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
Date:08/19/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been going for PT since August 6,2022. I have already had 4 sessions, and in each of these four session I requested ice baths, due to my pain level, and that it helps me after having a session. Each time I was told there is no time for that. As a client, and that someone that is enduring pain, and is in need of those services, I don't think it is okay to be denied each time you have a request. I understand the first two times, as the physical therapist is getting accustomed and making sure I get my PT in, however, after you first two initial visit what the client needs should be at the for front. This has been very disheartening and hard for me as I don't feel heard.
Business Response
Date: 08/25/2022
Dear **************** ******,

This response is in reference to case # ******** sent on 8/19/22. Your concerns were discussed with the treating clinician. The clinician plans to discuss these concerns with you in person at your next visit.
ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns, please contact our Patient Advocate Team at 855-MY-ATIPT,option 2.
***********************, PT, DPT, OCS
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 08/30/2022

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.

Best,

************************* ******
Initial Complaint
Date:08/15/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 21,2022 I called *** **************** Services regarding the bill I received. On this bill it showed that I received 1x1 provided patient treatment which I disputed. The representative ****** that I spoke with advised I would need to call the location that I had the services performed at in order to find out what CPT codes were used exactly. Called the *** Seneca location at 12:17 p.m. - spoke with ***** and advised what services I needed to have looked into as I was disputed the services provided. On July 5, 2022 I called the *** Seneca location again as I have not received a response to my inquiry. ******* stated that ***** no longer worked there. When I explained the situation he stated he did not know what CPT code was and wanted me to call patient advocate services again. ******* then said he would take a message for the clinical director.Later that day at 12:11 p.m. I received a call from ******* to discuss my EOBs. We discussed my EOBs and she stated that the massage charge provided was warranted because my knee cap was adjusted to be taped. (I indicated the same process was completed the last session and I was not charged for it.) Regarding the 1x1 sessions charges she was looking into it to find out what the rules were if they are similar to ********* Please note: ******* had received my message and information from ***** however failed to call back within a timely manner. On July 19, 2022 I attempted to call ***'s ************ but kept be rerouted to their automated system. I then spoke with patient advocate again and was told to call my insurance company again. This was an unacceptable response so I called back where I spoke with *****. ***** was extremely knowledgeable and was helpful at that time. She reviewed my account and said that it does not show that I was billed for 1x1 sessions (even though ******* showed it.) At this time she said she was going to send it back to be reviewed As of today 8.15.2022 I have not received a call back.
Business Response
Date: 08/19/2022
Dear ********************,

This response is in reference to case # ******** sent on 8/15/22.A thorough review of the case was carried out. All billing and treatment provided fall within industry standards. A review of the billing performed by the clinician shows that all treatment and billing fall within industry standards. ATI has contractual obligations with the insurance carrier responsible for payment of services, and fees are established by this agreement. A provider is responsible for understanding how particular activities are to be billed and what timeframe constitutes when a unit is to be billed. Most items are defined by 15-minute timeframes and a unit is attained when the midpoint of that procedure is surpassed. For example, when a patient attends a 60-minute treatment, 4 units is frequently billed. This is variable based on specific insurance rules. A variety of units are available for a clinician to utilize when billing depending on the intervention provided.Treatment codes exist for strengthening and flexibility exercises, functional activity training, balance training, gait training, manual therapy, aquatic therapy, and the modalities that we provide. It is common to see a variety of these codes used for each treatment as sessions vary based on patient needs and the plan of care created by the physical therapist. Lastly, should there be a deductible for the patient,any unmet amount may result in a larger patient responsibility for treatment that is provided.
ATI regrets any frustration the insurance process caused and will utilize your feedback to improve communication between staff and patients. ATI Physical Therapy continues its commitment to honesty, integrity,and upholding the highest standards of professional conduct. If you have any additional questions or concerns, please contact our Patient Advocate Team at 855-MY-ATIPT,option 2.

***********************, PT, DPT, OCS
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 08/20/2022

Complaint: 17716845

I am rejecting this response because:
The response received from ATI did not answer my question(s). Attached you will find a copy of the EOBs I received. I have highlighted the days/services where ATL claims I received one to one services. ATI is not set up to support one to one therapy. Every session I had was overlapped with another patient. On one occasion I was called back with someone at the same time. Therefore, the codes used on these days are not valid.

5.3.2022
5.11.2022
5.17.2022
5.19.2022

For the dates noted above I was charged $102.43 for each visit - an additional charge of $32.71 ($78.00 before insurance) for one to one services was added. This is the very first line on each EOB. *****, the Patient Advocate Supervisor, stated that when she looked in my patient chart there was nothing that would indicate that I should have been billed for a one on one session. ***** was going to compare the other EOBs against the dates provided to understand why this charge appeared. She would work with the location I received the services at and my insurance company.
If my appointment times are reviewed you can clearly see that I was never in a position to receive one on one services. Even if we followed the process for ******** billing, 10 and 5 - it still would not be justified. Just as quickly as you are set up the therapist is running off to work with someone else they left waiting. Ultimately, patients are left to their own devices when waiting for whomever they were working with that day while they finish with someone else. How is the time waiting for the therapist to return accounted for? It isn't, ATI charges you while you wait.
The 4 EOBs should be adjusted and/or my bill credited in the amount of $130.84, leaving me with a balance of $273.33.

Sincerely,

***********************************
Business Response
Date: 08/31/2022
Dear ********************
This response is in reference to case # ******** sent on 8/22/22.An additional review of the account shows that billing and treatment fall within industry standards. *** follows the billing and supervision rules contractually agreed upon with your insurance company. The ******** billing process that you mention in your reply does not apply in this scenario. Physical therapy is billed according to the **************************** (AMA) CPT code book and billing procedures mentioned in the previous reply.
ATI regrets the frustration that occurred and will apply a 10% customer service discount to your account. If you have any additional questions or concerns, please contact our Patient Advocate Team at 855-MY-ATIPT,option 2.

***********************, PT, DPT, OCS
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 09/06/2022

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.
Although their response does not clearly state why I was a billed for 1x1 services and what or how the time without a therapist is calculated I do not want to continue prying for answers.
I will ask that ATI update my bill to reflect the 10% discount stated and provide that to me as soon as possible.

Sincerely,

***********************************

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