ComplaintsforATI Physical Therapy
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Complaint Details
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Initial Complaint
02/14/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On1/18/22 I had a session at the Plainfield ATI location. I noted the following day that I had been billed twice via **** for that session. I called the facility and was told they made a mistake, I was billed in error for the second visit and they did not have the ability to reverse the charge. I notified them I'm not coming back and cancel all other appointments.I called their customer advocate which was useless. Was told they had to be paid before any money could be refunded.Asked to talk to a supervisor and told they were all busy and one was supposed to call me back.11 days later with no call back.I called ********************. Explained the situation and was told my account was not closed out so they could do nothing. I had to call the facility to close out the account. Which I did.Called on 2/11/22 and talked to Shenay. Was told it would take 2 to 3 months to get refund after my account was closed out and insurance paid. Was not told the insurance had been paid. Reminded them it took a couple of hours to charge ****. Was told they would need to be paid via insurance before I would refund. Asked to talk to supervisor. Would give message to supervisor to call me.2/11/22 ***************** and they paid ATI on 1/27/22.2/14/22 no call back from supervisor so called to talk to supervisor. Hung up after 30 minute hold. Called back and was told there was only one supervisor and their line was busy. Asked to talk to the supervisors supervisor or if I need to contact the BBB. Told to hold. 20 minutes later hung up and sending this message to the BBB. I am looking for my **** card to be credited wit a credit for the $40 charged me in error for the second visit that they agree I was billed twice in error for a single service.I do not wish to wait 2 to 3 months for the refund. They charged me immediately and they should be able to refund me now.Business response
02/24/2022
Dear ****************,
This response is in reference to case # ******** sent on 2/15/22. A thorough review of the case was carried out. Our records indicate that a duplicate payment occurred on 1/18/22. Our policy is to withhold refunds on accounts until all insurance claims are processed and payments are received. A review of the account ledger shows 29 sessions attended with a co-pay of $40 per session. This results in an expected total patient responsibility of $1160. Current payments total $880 and thus the remaining patient balance will be $280. If you prefer that we refund the $40 for the duplicate charge, your balance will be $320.
ATI regrets any frustration the insurance 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 855-MY-ATIPT, option 2.
***********************, PT, DPT, OCS
Director of Compliance and Auditing, Operations
ATI Physical Therapy Tell us why here...Customer response
02/28/2022
Complaint: 16765463
I am rejecting this response because:I understand your policy and it is not customer friendly. I was told at no time that this was your policy which spent my time on the phone with various entities trying to straighten this out.
That being said, A $40 was paid via **** at EVERY visit. I owe ATI $0 and **** denied your claim for the second billing on 1/18/22. Should you attempt to **** me further I can get the **** documents to prove I paid at each visit.
This should be the end of it.
Sincerely,
*************************Business response
03/09/2022
Dear ****************,
This response is in reference to case # ******** that was updated on 3/2/22. As noted in previous correspondence, our records do not indicate that payments were received for every visit. If you can provide that information, ATI will review the account. Currently, our records indicate that a balance remains on the account. ATI will have a member of our Patient Advocate team reach out to confirm the payments and remaining balance.
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 TherapyCustomer response
03/11/2022
Complaint: 16765463
I am rejecting this response because:
Sincerely,
*************************Customer response
03/15/2022
Complaint: 16765463
I am rejecting this response because:I do not accept there response that I still owe ATI money. They requested that I send the receipts from my visit. Which visit do they allege I owe them for? They have never sent me a **** and they charged my visits to my **** Charge the same day I used their facility. I am not their accountant. They charged me twice for my single visit on 1/18/22.
I just talked ******** in their financial section who stated that I owed them $0. When I talked to a financial representative in their ********* financial section in January, she stated that I owed no money but had a bank of $440 that was to be returned to me in about 3 months.
I would like for them to admit to us that I owe $0 to resolve this matter. They returned $40.00 to my **** card on 3/13/22. If I owed them money why would I get a refund?
Sincerely,
*************************Business response
03/23/2022
Dear ****************,
This response is in reference to case # ******** that was updated on 3/15/22. As a courtesy following your requests, ATI did provide a refund for the extra payment. Our previous correspondence states that we would provide a refund, but this would result in a higher patient responsibility. Since no additional payment verification was provided, you will be billed for the unpaid co-pays once claims are processed by your insurance company. This was reinforced and documented by our Patient Advocate team member who managed your call on 3/14/22.
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 TherapyCustomer response
03/25/2022
Complaint: 16765463
I am rejecting this response because:
Sincerely,
*************************I am rejecting this response because you indicated the refund for the double billed visit would require more patient responsibility. Payment responsibility by me for visit I was double billed for???? January 18 was the last visit I had to your facility and you haven't processed all of the the bills to my insurance company. BCBS insurance has indicated they paid all the bills sent to them. NO rejections or further explanation on your part.
You received no response from me regarding what date you were looking for or did you expect me to send you every receipt? I am not your auditor so please indicate the dates you are questioning. I have NEVER received a statement from ATI indicating the dates of my therapy and the status of those co-pays.
As a side note your representative was told by me that **** denied the 2nd payment to you but he processed the refund anyway. ?????
Initial Complaint
02/09/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I visited this company on 1/4/22. My visit was for one hour of therapy. I chose not to return. I was told before and during signing paper work that my insurance company pays all cost that i would not owe anything out of pocket. Then i receive a **** for $480.86. It looks like the insurance paid ******. So my part of this **** is $85.00 is what ATI Physical therapy says I owe them. I have a $20.00 co pay anyway so how can I owe them $85.00. I think this place is taking advantage of myself and the insurance company.Business response
02/14/2022
Dear **************,
This response is in reference to case # ******** sent on 2/10/22. A thorough review of the case was carried out. The Notice of Financial Responsibility is provided to patients and this document reviews expected cost for treatment. Your signed Notice of Financial Responsibility states that you had an unmet deductible. The notice also states that you will receive a billing statement for the difference between the payment made upfront and the amount your insurance allows for each visit. The current patient responsibility is the payment your insurance company expects ATI to **** for treatment to your deductible. Once your deductible is met, then your insurance has a 20% co-insurance and not a copayment.
ATI regrets any frustration the insurance 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 855-MY-ATIPT, option 2.
***********************, PT, DPT, OCS
Director of Compliance and Auditing, Operations
ATI Physical TherapyInitial Complaint
02/01/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I made an appointment with ATI Physical Therapy for August 5, 2021 and visited the location at ************************************************************************************ on that date for an issue with my knee. It was requested that I pay a $5 copay for the services and I provided my insurance information to ATI Physical Therapy. I received a **** in the amount of $25 from ATI Physical Therapy. The **** stated that I was responsible for $30 less the $5 I paid. I contacted my insurance and was told that my deductible was $15 per visit which means I should have been responsible for a total of $15 or $10 after my initial $5 copayment. I have followed up with ATI Physical Therapy multiple times regarding this matter and ATI Physical Therapy acknowledged their error over the phone and told me that they would get this issue resolved. Several months have passed and I continue to receive bills for $25.Business response
02/07/2022
Dear **************,
This response is in reference to case # ******** sent on 2/2/22. A thorough review of the case was carried out. The patient responsibility for the one date of service should state $10. Patient responsibility for that date of service is $15 and we have received a $5 payment at the time of treatment. ATI regrets the frustration the billing process has caused and will waive the remaining patient responsibility as a courtesy to you.
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 TherapyCustomer response
02/09/2022
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
01/31/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
ATI Physical Therapy billing issue. i had around 20 physical therapy sessions pre-approved by my insurance from 6/21 through 9/21. All were billed to Athletic and Therapeutic Institute of ********** ** except 3. These 3 were billed to a physical therapist ***************************. She was not my therapist. My insurance responded that she was out of network and I would need to pay the deductible. My in network deductible had already been paid. I have explained this on the phone multiple times. I have emailed them but I am still receiving past due notices and debt calls. I have uploaded a few billing examples from my insurance and the latest invoice I received from ATIBusiness response
02/07/2022
Dear ****************,
This response is in reference to case # ******** sent on 2/1/22. A thorough review of the case was carried out. ATI is currently working with your insurance company to ensure submission and resolution of the open claims. The claims were originally processed incorrectly by your insurance company resulting in an error. Once the claims are reprocessed, ATI expects no additional 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 855-MY-ATIPT, option 2.
***********************, PT, DPT, OCS
Director of Compliance and Auditing, Operations
ATI Physical TherapyCustomer response
02/09/2022
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
01/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We called *** (235 S ****** branch) In earlier this month (January 2022), and gave the person on the phone our insurance information. We were told they take our insurance and they scheduled an appointment for the next week. My wife went for her appointment, the location took a picture of the insurance card (BCBS) and she was told all treatments were covered. She had her initial consultation (she was the *** office a total of about one hour). Four days later we get a **** for $417.00 dollars. This is outrages. We finally got through to the billing department (after many calls and being left on hold). We were told a supervisor would call us back (******). A week goes by still no call back but we received another **** in the mail. So we call again and once again we can not get through to the billing department (they actually hang up on us when we give them our case number). We finally got in touch with the local physical therapist (*******, the person took our insurance card and made a copy) that met with my wife at the *** office. She blamed the *** call center for telling us they took our insurance when in fact they don't. She also agreed that the $417 way ridiculous.Obviously, my wife did not go back for treatments (she is now being treated by another PT company in ********). We still have not heard from anyone from *** AND they have sent us THREE bills in the span of a week or so. We are both seniors on a fixed income. This is an obvious attempt to defraud us of money.Business response
02/01/2022
Dear ******************,
This response is in reference to case # ******** sent on 1/28/22. A thorough review of your case was performed. ATI performs complimentary reviews of insurance benefits with patients prior to starting care. *** clinic reviews these benefits and has patients sign our Notice of Financial Responsibility which details expected cost for treatment. ATI is out of network with your insurance plan and the cost for treatment became your patient responsibility. *** signed Notice of Financial Responsibility was not found in your account and ATI cannot confirm that the discussion regarding your insurance occurred. Because of this, ATI will remove the patient responsibility for this account. ATI regrets the frustration 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 TherapyCustomer response
02/02/2022
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
01/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I used ATI Physical Therapy last year after a knee replacement surgery. All my visits were filed properly with BCBS except 1, July 1, 2021. I ultimately paid the ****, $263.00 because the clinic kept telling me I owed the money. However, all my visits prior to July 1 (example June 30th) and all subsequent visits were covered 100% by my insurance because I had reached my Out of Pocket *** for the year. I should not have to pay that visit and I would like *** to process / file the claim with BCBS again. I checked again today and I do not see where BCBS ever had that claim to process. I spoke to my BCBS rep and they can not find a claim from *** for July 1. I have called the *** Patient Advocates phone 4 times and each time I'm told the final claims are still pending with BCBS and when they are complete, they will determine if I am due a refund. But I checked my EOB's and there are no pending claims. *** needs to file that date of service (July 1) correctly so BCBS will pay the **** and I can be refunded the amount I paid.Business response
01/26/2022
Dear **************,
This response is in reference to case # ******** sent on 1/25/22. A thorough review of your case was performed. ATI is currently contacting and working with your insurance company to ensure proper processing of claims. The patient balance for the 7/1/21 date of service occurred because of incorrect claim processing by your insurance company. Because the patient balance occurred because of an error, ATI will refund the $263 payment to you. ATI regrets the frustration 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 TherapyInitial Complaint
01/19/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
This request concerns ATI Physical Therapy, ************************. My wife (****) was referred to an *** facility in ******. She had 20 sessions, but only 5 of the sessions are in question here: 12/27/20, 12/29/20, 12/31/20, 1/5/21 & 1/7/21. I paid what was indicated on the initial EOB (Explanation of Benefits) issued by United HealthCare (***) and made the payments to *** through the *** portal. Four months later, *** reissued the 5 EOBs and drastically reduced what was owed. Including the copayments made at the time of service, this reissue resulted in overpayments of $267.02, $232.74, $228.98, $240.37, and $240.37 for a total of $1,209.48. I called *** on 4/20/21; *** said the claims were still open and to wait a month. I called *** again on 6/25/21; *** said the wait 2 more weeks. On a 7/9/21 call, the *** representative verified, that indeed, I had a refund of $1209.48 due me. In a second call on 7/9/21, another *** rep said that *** would be sending the check within 5 weeks. After about 6 weeks, I called *** again and was told that the refund would only be $150. At this point, I got *** involved on a conference call and *** assigned an internal reference number of D12361422197074 to track this problem in the future. On 9/24/21 I called *** and they said that since they had sent all the original funds to *** prior to the reissue of the EOBs, they could not provide the refund; the refund needed to come from ***. I then called *** on 9/24/21 and they stated that my refund had been initiated on 9/7/21. I called *** on 11/12/21, this time they said there was no check to be issued and that no money was going to be sent. This is where the situation stands now. If necessary, I have full documentation of this issue; copies of the copayment receipts from the time of treatment, the original EOBs from ***, the reissued EOBs from ***, receipts of all the payments made to *** on the *** portal, and copies of my HSA credit card statements showing all transactions.Business response
01/24/2022
Dear **************,
This response is in reference to case # ******** sent on 1/20/22. A thorough review of your case was performed. Your *** plan automatically pays any patient responsibility on the account following payment by your medical insurance. In this instance, your medical insurance processed the claims incorrectly resulting in an overpayment that your *** automatically paid. Your medical insurance reprocessed the claims correctly, but the *** did not reprocess the updated claims and take back the overpayment. Our ****************** called your *** to review the refund process and the *** does not receive refunds. Any overpayments should be refunded to the member. This *** refund will be separate from any refund for actual patient payments.
Following a review of the account, both actual patient payments and *** payments will require refunds. A refund of $1159.48 payable to ************************* for *** overpayments, and a refund of $40 payable to ******************* for patient overpayments will be provided. ATI regrets any frustration that occurred during the billing process.
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 TherapyCustomer response
01/25/2022
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
01/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 8/2/2021 I went to ATI Physical Therapy for shoulder therapy.I asked ***** to make sure my insurance will cover all charges including copayment because I have been not working and she look at the computer and told me that my insurance will cover all payments and not to worry. So I started the therapy.They gave me a folder with graphics of what to do and left me by myself 95% off the time only at the end a therapist would stretch my shoulder for about 5 minutes and put ice for 10 minutes and I have to clean with a use rag all the equipment Ive used.For the little time I was helped it was from a none license therapist.They waited about a month to let me know that I had a copayment and sent a **** for it when clearly asked if they had a copayment and I was told no.Everyone else all doctors appointments I had they tell me in advance what the copayment would be. I dont know why ATI Therapy Lie to their patients not being upfront and tell them what the compayment would be I dont think this is an ethical thing to do. I would like for you to help me with this matter if its possible. thank youBusiness response
01/19/2022
Dear **************,
This response is in reference to case # ******** sent on 1/15/22. A thorough review of your case was performed. On your first day of treatment on August 2, you signed the Notice of Financial Responsibility that states your insurance has a $20 per visit copay responsibility. This signed Notice of Financial Responsibility states that It is your [the patient] responsibility to be aware of your insurance coverage, limitations, and terms and conditions of your policy. Also, the insurance card that is scanned into your account also indicates a patient responsibility of $20 per office visit.
ATI regrets any frustration that communication with staff may have caused. Ultimately, patient responsibility was presented to you prior to starting treatment. The patient balance on the account is accurate. ATI offers financial hardship discounts for services rendered when patients can demonstrate need on meeting their financial obligations to ATI. To learn more about our financial assistance offering and understand whether you are eligible for a financial hardship discount please contact our ******************************* at ************** or ****************************.
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 TherapyCustomer response
01/21/2022
Complaint: 16474010
I am rejecting this response because:they didnt give me a copy of the contract.
I would like one
Sincerely,
*******************Business response
01/26/2022
Dear **************,
This response is in reference to case # ******** sent on 1/15/22. As you requested, the Notice of Financial Responsibility was mailed on 1/25/22 to the address on file.
ATI offers financial hardship discounts for services rendered when patients can demonstrate need on meeting their financial obligations to ATI. To learn more about our financial assistance offering and understand whether you are eligible for a financial hardship discount please contact our ******************************* at ************** or ****************************.
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 TherapyCustomer response
01/26/2022
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
01/14/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I had numerous PT visits with ATI. Each time I received a statement from them for a balance owing I would pay that balance in full using my *********** Credit Card. This began in late 2020 through 2021. I have proof of all payments made to ATI on my *********** statements. I followed up with *********** to confirm that they show these payments posted on their end. I continue to receive monthly statements showing a balance owing of $480. Balance owing is zero. I have provided copies of my CC statements proving the posted payments to them. Each time I email them they ask for the patient name, DOB and account number and say they will look into it. I never get a response back. I have tried calling their billing department and stay on hold for into an hour and no one answers thus Ive not been able to talk with a person about this. I feel like I am going in circles with no resolution in sight. I have asked for a reconciliation of my account showing all charges from them and all payments posted from me to my account. I have not received this nor have acknowledged my request. Thank you.Business response
01/19/2022
Dear ****************,
This response is in reference to case # ******** sent on 1/15/22. A thorough review of your case was conducted to determine a current account balance. All payments were located, except for 1/26/21. Additionally, the payment on 12/30/20 was applied to your previous account #********. That account is now closed. The payments for 1/25/21, 3/1/21, and 3/30/21 were applied to account #********. Following the application of these funds, this results in $390 of total payments to this account and this was confirmed.
As noted earlier, the payment on 1/26/21 could not be located. An additional review of the documents that you provided shows that the 1/26 payment appears to be the same as the 1/25 payment. When comparing payment between 1/25 and 1/26, two payments to separate companies appear on both documents. These are highlighted on the attached documents. The payments made on 1/25 posted on 1/26 and thus the different in dates between the two documents.
The current balance on the account remains $480.
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 TherapyInitial Complaint
01/06/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am Disputing ATI charge for July 14, 2021 of $40.00, for PT in ****, ** . I paid this $40.00 charge on July 14, 2021 with my *********** credit card. I have the billing receipt from *********** for that date on my July 15 to Aug 14 2021 statement that shows the $40.00 was PAID on July 14 & POSTED on July 15, 2021. ATI case # ********.I have sent 2 letters with picture of *********** section showing it HAS been paid. I have also called and talked to a "wingnut" about this and she rattled on about how I owed $120. I told her she didn't know what she was talking about. Asked her to send out a printed copy of all my payments, as I DO NOT OWE ANYTHING. At this point I consider this HARASSMENT as I have gotten 6 months of statements with NO research done by ATI acknowledging My Proof of Payment. I talked with ****** at *********** about this SEVERAL WEEKS AGO and she contacted ATI on a 3 way call. The phone finally answered as a recording. Then it was transferred to hold music, which after 10 minutes or so, ****** & I decided to end the call.There is NO HUMAN COMMUNICATION with this company! I have NEVER GOTTEN a reply to the letters I have sent or a phone call from ATI about them! They DO NOT SHOW ANY INTEREST IN SETTLING THIS MATTER.....Business response
01/10/2022
Dear **********************,
This response is in reference to case # ******** sent on 1/7/22. A thorough review of the case was carried out. When a patient makes payments to their account, payments are applied to past, unpaid dates of service first and thus payment dates may not correspond to specific dates of service. Our records show you attended 21 visits and your insurance requires a $40 per visit co-pay. The account shows $800 of total payments to the account. The $40 remaining patient responsibility is accurate. Our records show that the payment for 7/14/21 was applied to the account, just not for the 7/14/21 date of service as there was a previously unpaid date of service.
Our records indicate multiple communications with you through our Patient Advocate team. First, the Clinic Director for the Tacoma Fife, WA clinic emailed the Patient Advocate team on 10/11 to request additional information on the account on your behalf. Our records indicate a call with you occurred on 11/16 regarding payments on the account. Finally, our Patient Advocate team mailed your account ledger to you on 11/17 to the address on file.
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 TherapyCustomer response
01/12/2022
Complaint: 16437407I am rejecting this response because: You tell me the charge is not for 7/14/21, but another date. You have never given me the "correct date" for the $40.00 charge.
What is the Correct Date for the $40.00 charge?
Sincerely,
*******************************Business response
01/17/2022
Dear **********************,
This response is in reference to case # ******** sent on 1/7/22. The Patient Payment Transaction ledger is attached which shows all payments made to the account. Our records show twenty-one treatment sessions with a $40 co-pay resulting in $840 patient responsibility. The transaction ledger shows $800 paid on the account currently resulting in the current balance of $40. ATI will close the account if you can demonstrate that you have paid $840 towards the account or the final payment of $40 is received.
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 TherapyCustomer response
01/20/2022
Complaint: 16437407
I am rejecting this response because: I AM REJECTING ATI'S Response:
All I want to KNOW is the EXACT DATE of the $40.00 that they keep telling me I own.
YOU HAVE NEVER given me the DATE of the original MISSED PAYMENT.
WHAT IS THAT DATE??
You have consistently told me that I owed your for 7/14/21, and only
recently have you told me it is for another date. That the 7/14/21
payment was applied to another date.
Sincerely,
*******************************
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Customer Complaints Summary
145 total complaints in the last 3 years.
43 complaints closed in the last 12 months.