ComplaintsforATI Physical Therapy

• Initial Complaint

  12/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I attended Physical Therapy at ATI in ****** October and November 2021. They had my CC to withdraw the fee each time but forgot twice, so I paid them the $20 difference from the same card over the phone on November 23 2021. Although on my statement, they refuse several of my calls, ignore my messages, and instead continue their collection efforts, instead of crediting the payment.

  Business response

  12/23/2021

  Dear ****************, 
  
  This response is in reference to case # ******** sent on 12/22/21. A thorough review of the case was carried out.  Currently, the account shows $60 of total patient payments were made to the account.  ATI received payment from you on 10/27/21 for $30, 11/4/21 for $10, 11/23/21 for $20 and those payments were applied to previously unpaid rendered treatment. A total of eight treatments were provided and your insurance company required ATI to collect a $10 co-payment for each date of service. Thus, your account reflects a $20 remaining patient responsibility. Our review of the account verified that the patient responsibility is accurate.  
  
  Our records indicate two communications with you through our Patient Advocate team. First, the payment received on 11/23/21 occurred via a phone call to our Patient Advocate Team. An email receipt was sent to you.  Our Patient Advocate team also followed up with additional information regarding your account and remaining balance via email on 11/23/21. We have no additional contact documented.  
  

  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 response

  12/23/2021

   
  Complaint: 16388308
  
  I am rejecting this response because: Their response doesn't indicate that the balance was paid in full on November 23, 2021. ATI has had my credit card on file the entire time and was supposed to deduct the fee each visit. They forgot to make the deduction on two occasions and pursued me through their collection company instead of charging my credit card as agrees. ATI needs to credit the payment made for the balance. I've sent them the receipt and called them numerous times, then been left on hold endlessly. I need a response stating that 0 balance is owed and that the account is paid in full. I will never set foot in their business again.
  
  Sincerely,
  
  *****************************

  Business response

  01/03/2022

  Dear ****************, 
  
  This response is in reference to case # ******** sent on 12/22/21. Another review of the case was carried out. As noted in previous correspondence, the $20 paid on 11/23/21 was credited to the account.  Our records indicate that a receipt was emailed to you. Following that payment, the total amount paid on the account is $60 resulting in a $20 patient responsibility that remains for the eight visits performed.  
  

  Any payments not taken at time of service are billed to the patient. Payments made at the time of service are applied to the current date of service or any previously unpaid date of service if that applies. Also, your account is not in collections and the current calls are part of ATIs standard outbound calls to patients with unpaid patient balances.  
  

  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 *************), select Option 2 or email *************************. 
  
  ***********************, PT, DPT, OCS 
  Director of Compliance and Auditing, Operations 
  ATI Physical Therapy 

  Customer response

  01/04/2022

   
  Complaint: 16388308
  
  I am rejecting this response because:

  Again, it's not indicated that the account is paid in full. The complaint started because the 11/23 final payment of $20 wasn't credited and I continued to be billed. I need to know that the account now has a 0 balance and is paid in full, or otherwise what days were not paid and why at this time. We had an agreement that ATI would deduct $10 on each of my PT visits as the copay, and they had my cc in their system. This way I can match the dates with my cc transactions.
  
  Sincerely,
  
  *****************************

  Business response

  01/10/2022

  Dear ****************, 
  
  This response is in reference to case # ******** sent on 12/22/21. The document of Payment Transactions shows received payments totaling $60. The Patient Account Summary document shows payments applied to six dates of service. Since **************** attended eight total visits, a $20 patient balance remains.  
  

  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 *************), select Option 2 or email *************************. 
  
  ***********************, PT, DPT, OCS 
  Director of Compliance and Auditing, Operations 
  ATI Physical Therapy 

  Customer response

  01/11/2022

   
  Complaint: 16388308
  
  I am rejecting this response because: I have attached proof that The account was paid in full on 11/23/21.
  
  Sincerely,
  
  *****************************

  Customer response

  01/14/2022

   
  Complaint: 16388308
  
  I am rejecting this response because:

   

   

  The same message is being sent to me continuously without the business correcting their mistake. I'm no longer replying, but if I receive another ****, I will seek counsel. Thank You

  
  
  Sincerely,
  
  *****************************

  Business response

  01/14/2022

  Dear ****************, 
  
  This response is in reference to case # ******** sent on 12/22/21. The scanned bank statement you have provided shows a $20 payment that we confirmed was credited to the account. Our records indicate that $60 was paid to the account resulting in a $20 patient balance. Currently, you have not provided any additional information that shows you have paid the $80 total to settle the account. If additional information can be provided that shows you paid $80 in total or the final payment is made, ATI will close 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 *************), select Option 2 or email *************************. 
  
  ***********************, PT, DPT, OCS 
  Director of Compliance and Auditing, Operations 
  ATI Physical Therapy 

  Customer response

  01/20/2022

   
  Complaint: 16388308
  
  I am rejecting this response because: I submitted the proof that the $20 balance was paid by phone the moment I became aware of it on 11/23, yet I'm still being harassed, which is a violation of the ****** and $1,000 is owed to me for my inconvenience.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Received a **** for physical therapy for dates 5/20,5/24,6/3,7/2. They billed my insurance and billed *** pay to my checking account using my debit card. They payment has been confirmed with my bank. Ever time I call the customer line at ************** Im on hold for hours and when I get a live person they tell me they will check on it and put me back on hold or get hung up on. I have tried many times to get this resolved. I attempted to call on 12/10/21 and was on hold for over an hour then put on hold again and then hung up on. I am asking for BBB help since I cant get through to anyone.

  Business response

  12/14/2021

  Dear ********************,

  
  This response is in reference to case # ******** sent on 12/11/21.A thorough review of the case was performed.  Currently, the account shows $340 of total patient payments were made to the account. A total of twenty-three treatments were provided and your insurance company required ATI to collect a $20 payment for each date of service. Thus, your account reflects a $120 remaining patient responsibility. Payments received at the time of service are applied to any previously unpaid date of service. ATI received payment from you on 5/20, 5/24,6/3, 7/2 but those payments were applied to previously unpaid rendered treatment.Our review of the account verified that the $120 patient responsibility is accurate.

  
  Our records also indicate that the first call received on 12/10/21 to our Patient Advocate Team ended while our representative reviewed the account. Our Patient Advocate team received a second call on 12/10/21 and reaffirmed the $120 patient responsibility. During this call you requested an itemized ****,and this was mailed to the address on file on 12/13/21.

  
  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

  11/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to ATI for physical therapy on March 10, 2021. Because I was laid off from my job the next day, I was unable to return for any further therapy. I was not given a straight up cost of service. A few months later, I received a **** for a balance of $132.01 for "visit". This is the total I'm supposed to be responsible for AFTER my insurance paid $304.60. My husband called to find out the amount charged for a visit from an uninsured patient. He was told $129.00. So why am I and my insurance company being charged a total of $436.61? I sent an email to the company with this inquiry and received no reply. So I called today and was told it was because of what the session included. Well, the **** doesn't state what was included. It states the amount due is for a "visit". I told the rep that I would pay the **** because I take care of my debts, but that I was so disgusted and didn't want to take it out on her so I was going to get off the phone. I then hung up. I logged on to the BBB site and after reading all the poor reviews and all the many, many, many complaints regarding their billing practices, I don't believe I should be charged for a service who failed to give me an accurate quote before therapy began. And I don't believe I should have to pay my insurance so that they could pay this company more than twice what they charge out-of-pocket patients. Overcharging patients because they have health insurance is an all too common unethical practice. These companies need to be held responsible for this and this company needs to be held accountable for failing to be completely transparent in their billing process.

  Business response

  11/18/2021

  Dear ************, 
  

  This response is in reference to case # ******** sent on 11/14/21. A thorough review of the case was performed by the Director of Compliance and Auditing. 
  

  All patients are presented with a Notice of Financial Responsibility which details the insurance benefits including deductible, co-payments, or co-insurance responsibility if they exist. Your signed Notice details an unfulfilled deductible of $300. The patient responsibility on the account reflects the amount that will apply to your deductible. ATI has contractual obligations with the insurance carrier responsible for payment of services and fees are established by this agreement. 
  

  ATI offers financial hardship discounts for services rendered when patients have the ability to 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 regrets the frustration that occurred with 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 Therapy
  

  
  

• Initial Complaint

  11/13/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have been innappropriately contacted by this business on numerous occasions by a *************************** about job employment. I stated, "I do not want to be contacted by any employment recruiter." I was recently contacted AGAIN by the same employee about another job in *********, **.They are my former employer who provide no safe work environment back in 2016 at a toxic work environment in ******** **. I left under emotional distress back in 2016. I was systematically being push out by a innappropriate staff that should be investigated. Sadly I have no back up to *** this company.I don't ever want to ever step foot in a ati physical therapy clinic again and I have no desire to ever apply to a ati physical therapy clinic as well.My resolution is to STOP being contacted by any recruiter or clinic physical therapist/physical therapy assistant or therapy support staff member associated with ati physical therapy as I have no desire to ever want to work at a ati physical therapy after what I experienced from senior staff members that should've been investigated.

  Business response

  11/18/2021

  Dear **************,

  
  This response is in reference to case # ******** sent on 11/13/21. Following a thorough review, it was determined our Talent Acquisition Specialist, ***************************, did reach out in June ****************************************** our company. ******************** was not aware of the previous history with the company. ******************** did receive the request to not be contacted for future openings in June. ******************** states the most recent outreach was performed in error and ATI regrets the frustration this has caused. Additional safeguards are being implemented to avoid this error in the future.  ATI Physical Therapy continues its commitment to honesty, integrity, and upholding the highest standards of professional conduct. 
  

  ***********************, PT, DPT, OCS
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy
  

  
  

  Customer response

  11/21/2021

   
  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,
  
  However, I do NOT agree that ATI PHYSICAL PHYSICAL THERAPY holdS itself to high standards of conduct after the behavior I noticed/observed during my time at ********, ** totem lake. I want it on record that I do not submit in agreement to Dans last part and sadly again I cannot *** this company for ANYTHING. And I will be keeping this on record and I want this on record with the better business bureau. And I want it on record that I have a 7 page rebuttal with the company that talked about the staff in general and contradict what the staff stated about my performance. And I wish I never met ********************* (REGIONAL SUPERVISOR WHO HIRED ME). That is all **************

• Initial Complaint

  09/16/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My 15 year old required physical therapy from her orthopedic. She went for her visit in 5/21. She was given a financial form for a parent to sign agreeing to a $20 copay with deductible. The form was signed and she continued her therapy. Nearly 3 months later we receive a **** for over $1500. I called the company and spoke to an offshore rep who told me our deductible was high. My insurance company was never called from them. I called again 9/14 and spoke to an escalation supervisor (Krissy) who told me I should have had a conversation with an employee of the location to determine costs prior to starting-the accountability and responsibility was mine, that an ER does not address financial estimates and this was my problem. I had no reason to believe I would be charged that amount of money nor would I have agreed to multiple sessions had I been informed of the costs. It is poor business practice and unreasonable for a consumer to assume financial costs. I want my account credited.

  Customer response

  03/12/2022

   
  Complaint: 15874516
  
  I am rejecting this response because: the financial information, number of sessions necessary based on initial diagnosis, and thorough communication was not disclosed prior to treatment and all paperwork was handed to a minor. This is unlawful- I am not disputing cost of each session rather the mannerism and unethical path your company took. There was zero information provided from the physical therapist on her treatment plan or status of achieving her therapy goals. Your company in this regard is rather deceptive. We are interested in receiving a billing adjust for the remainder of the balance. Thank you for taking care of this immediately so we do not need to look into legal representation.
  
  Sincerely,
  
  ***************************

  Business response

  03/23/2022

  Dear ************, 
  
  This response is in reference to case # ******** updated on 3/15/22. Another review of the case was carried out. A signed Notice of Financial Responsibility is in the account. Additionally, our clinical staff members and Patient Advocate team are available for active patients and their parents/guardians to answer any questions regarding their billing or care that they have. We regret the frustration that occurred with communication with staff. 
  
  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 response

  03/25/2022

   
  Complaint: 15874516
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I visited ATI in **************** on March 16, 22, 29, April 5 & 15, 2021. I was charged for 2 copays at each of these visits because I was receiving care for 2 different issues. According to the agreement they have with my insurance *********** of ***** they are only allowed to **** for 1 copay per day. I contacted ATI multiple times when I became aware of this from my insurance company. ATI did not tell me this and continued to collect two copays. I contacted them on April 23, and was told they used the wrong billing code and would resubmit. I contacted them again on May 12, 18, June 1, July 15, & Aug. 15 and was told they were waiting for insurance to pay before they would refund my $20. I spoke with insurance on May 17 and was told the claim is paid and closed. ATI said that they were not aware of this and would contact ********** to confirm. On Sept 15, I called and ATI still had not updated my account or reached out to BlueCross. ATI claims it has been escalated 3 times.

  Business response

  09/20/2021

  Dear ********************, 

  
  This response is in reference to case # ******** sent on 9/17/21. A thorough review of the case was performed. ATI has a policy which requires full adjudication from the insurance company prior to providing any potential refund. The insurance company made their final payments on claims on 9/16/21. Since the insurance company processed all claims, a refund check is being issued and mailed to your address on file. We regret the frustration the billing process caused and will utilize the feedback to educate our staff regarding communication of billing matters with 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 **************. 
  
  ***********************, PT, DPT, OCS
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy
   
  

  
  

  Customer response

  09/27/2021

   
  Complaint: 15873830
  
  I am rejecting this response because: I still have not received the refund!
  
  Sincerely,
  
  *************************

  Business response

  09/30/2021

  Dear ********************, 

  
  This response is in reference to case # ******** sent on 9/17/21. The refund process requires approval and once approved, it can take 5-7 days before the amount shows on the credit card provided. The refund was approved on 9/27/21. Please continue to review your account to ensure the refund processed correctly. The previous reply stated that a check would be mailed to your address on file. The refund will be processed back to the card on file to speed up the refund 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 Therapy
  

  
  

  Customer response

  10/05/2021

   
  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,
  
  *************************

*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. ↩