Complaints

This profile includes complaints for Athletico Physical Therapy Headquarters's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Athletico Physical Therapy Headquarters has 67 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Athletico Physical Therapy Headquarters

  2122 York Rd Ste 300 Oak Brook, IL 60523-1925

• 

  Athletico Physical Therapy-Gretna

  16918 Morgan Ave Ste 11 Gretna, NE 68028-4089

• 

  Athletico Physical Therapy

  1801 W Maumee St STE 125 Adrian, MI 49221-1397

• 

  Athletico Physical Therapy-North Elkhorn

  18940 Evans St Ste 106 Elkhorn, NE 68022-7040

• 

  Athletico Physical Therapy Headquarters

  784 Gravois Bluffs Blvd Fenton, MO 63026-7726

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:05/04/2024

  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.

  We have credit scores 800+ and have for nearly our entire 40+ years of marriage. This is not just about a bill. It is about our spotless credit ratings, which Athletico shall not impact in any way over false billing 'from 3 years ago.'Athletico mailed a bill dated 04/19/2023 that we did not receive until 04/29/2024. It lists 5 charges from 2021 (!) and claims "Amount Due From You" [us] of $704.69. When a firm sends a bill for long-ago charges, the theory is that memories or records no longer exist, and the consumer will simply give up and pay. It can be a surefire way to "find new revenue" in a tough economy. It is also incompetent and unethical.We owe Athletico nothing. Athletico pre-cleared all treatment and verified all charges were fully covered other than my copays before I ever entered its facility. We repeatedly made clear I would not do so otherwise. I had many sessions that occurred BEFORE and AFTER these false charges. When I called our local Athletico office 04/29, they went right to the charges and the person verified, "You had many sessions BEFORE and AFTER these dates and all were billed and processed the same way. This makes no sense." The person said, "All I can do is file a ticket with Billing; I'll get back with you by end of week." No one has contacted us.We are giving Athletico the chance to do the right thing, admit its error, and send us something in writing latest 05/10/2024 verifying that we owe $0.00. If Athletico feels it needs more time than 05/10, then Athletico will verify in writing that these false charges are suspended, effective immediately, pending final resolution, and will report nothing to any credit bureau.Many today get notices from companies: 'We were hacked; here is free credit monitoring.' As a result, we have 2 such free services. If Athletico were to take any action that impacted our credit scores even a single point we would know about it, and why, and the repercussions would grow.The (credit) clock is ticking.

  Business Response

  Date: 06/14/2024

  Thank you for informing us of the complaint submitted by one of our patients. Please find Athleticos response to the assertions made by ****************** in his complaint:
  
   We have addressed Mr./******* ********** we emailed ****************** today, 6/14/2024 to advise of resolution. 

  Findings: ********************* recouped their insurance payments from Athletico in error.  We contacted and spoke with his insurance company on *** 9, 2024, regarding claims for date of *******s of ***** 16, 2021, thru *** 14, 2021.  ********************* sent the claims back for reprocessing.   The insurance has reprocessed the claims with no patient responsibility, we are waiting for the insurance company to complete the processing of claim for date of ******* of *** 14, 2021, once that claim is finalized and is posted to his account this will resolve ****************** complaint.   

  I informed ****************** that this will not be reported to the credit bureaus.

  I hope this helps clarify Athletico Physical Therapys position about this complaint.  Please feel free to contact me with any additional questions,concerns or need for clarification.
  
  Best regards,

• Initial Complaint

  Date:04/29/2024

  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.

  My issue with Atheletico is related to the transparency in pricing and the lack of communication when on site for therapy. I was informed by my employer - Chicago Public Schools that all staff could receive a complimentary first visit (not applied or if there was a discount applied it's not clearly indicated in the multiple bills I received starting with the on on Feb 19, 2024). I was not informed of or asked to pay a co-pay or other fees prior to services each time I arrived at the site OR when they called me by phone. What is their fee for 1 hour of physical therapy? I have no idea and can find it nowhere on their website or at the physical location.The phone representative couldn't really provide an explanation to me as to why each visit amount was so vastly different from each other given that the visits were the same length of time every time I arrived (45-60minutes). For instance, one visit is $188.44 but another is $112.96. The exercises I was asked to do was minimal and I worked primarily with the same provider. I had them put me on a payment plan so it wouldn't go to collections, but I need some clarity as to what's going on because the $564.00 that they say I owe is a LOT. To date, I have paid them $150.00.

  Business Response

  Date: 06/25/2024

  Thank you for informing us of the complaint submitted by ********************************.  Please find Athleticos response to the assertions made by **************.
  
  We have address ********************************* complaint via email to advise of resolution with regards to her complaint.
  
  Findings: ************** feels there should be more advertise/transparency with pricing policy and share the feedback that the on-site staff did not mention or asked for payment related to her outstanding balance owed.   I thanked her for feedback and explained to ************** that Athletico values feedback from their patients as our goal is to continue to improve the overall patient experience. 

  ************** acknowledged that her employer Chicago Public Schools conveyed and miscommunicated that all staff could receive a complimentary first visit.   It was also explained that we do not have a set rate for physical therapy services that billed charges for PT services rendered will vary and it is based on how patients is responding to treatment sessions. 
  
  It was suggested to ************** when she have a moment to review her explanation of benefits from the insurance which reflects the insurance contractual rates/adjustments allowed by her health benefits of her plan. 
  
  Therefore, the current patient balance of $364.35 is accurately owed.  
  
  I hope that this helps clarify Athletico Physical Therapys position about this complaint.    Please feel free to contact me with any additional questions, concerns, or need for clarification.  

• Initial Complaint

  Date:04/19/2024

  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.

  I was experiencing back pain a few months ago, and I found out that Athletico offers a free assessment (see attachment screenshot from their website). I requested a *free* assessment. I went in and received a preliminary diagnosis, but later decided not to pursue physical therapy. I was billed $154.98 for a paid assessment later. When I called customer service, they indicated that free assessments are short, somehow implying that I was supposed to know when the assessment crossed the line from "free" to "paid." I was never informed of or agreed to the paid assessment. They continue to send me bills repeatedly despite my complaints.

  Customer Answer

  Date: 06/13/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. The charges have been eliminated. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/09/2024

  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.

  My son **** had physical therapy with Athletico ******************* last fall. For the last 3 appointments which were in December we told them that we wanted to pay the self-pay fee of $150/session as we didn't want our insurance billed for any December sessions (insurance would not be active). At the third session I paid $450 for the 3 sessions. Problems then began: they told me that they had sent the bill to their billing department and they would've billed the insurance. I asked them to fix the problem. We have now gone back and forth on this issue for over 3 months. The billing department sends me back to the manager at Athletico ********. Athletico Evanston sends me back to the billing department. Today i tried again , 4/9, as we recently got another bill from Athletico for $664.05. I tried to calmly explain the problem, again, and this time as i took notes on our discussion *******, the Athletico worker in the billing department, began raising her voice to me. She refused to tell me what would happen next when i asked for clarification. She finally stated she would send all to her manager, *************************, who would call me later today or tomorrow. However, as i haven't received calls back before, i decided to call Athletico Evanston. There i spoke to ******, the regional service manager, who told me that she needed time to look over all the notes about this case and that she'd have to call me back later. I said that i'd prefer she look over the notes now and i'd wait on the phone as i'd like to solve the problem. She then said "yes, i'll look at the notes now" and proceeded to hang up on me. What i'm asking for is the clearing of any outstanding billing as we paid the $450 for the last 3 sessions and all other fees owed from October and November appointments have been paid.

  Business Response

  Date: 06/21/2024

  Thank you for informing us of the complaint submitted by one of our patients.  Please find Athleticos response to the assertions made by Mr. **** in his complaint.  

  We have addressed Mr. **** complaint, an emailed was sent to Mr. **** today, June 18, 2024, to advise of resolution.  We provided Mr. **** with an updated bill statement reflecting a zero balance. 

  Findings:    Athletico applied the self-pay rate of $150/session for date of services of ******** 5, 2023, ******** 7, 2023, and ******** 19, 2023.   On April 9, 2024 (late afternoon), ******* spoke with Mr. **** addressing his request for a manager callback.  She discussed his concerns regarding his son, ****'s account.  On April 16, 2024, patient mother, ****** contacted the ******************* our billing rep informed ****** that the balance owed on ****'s account was reflecting a zero balance.  

  I hope this helps clarify Athletico Physical Therapys position about this complaint.  Please feel free to contact me with any additional questions, concerns or need for clarification.
  
  
  

• Initial Complaint

  Date:04/03/2024

  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.

  On 12/20/2023, during my first visit to Athletico I was informed by the staff front desk that my copay was $25 per visit, and that I was approved for 18 visits. She initially tried to get me to sign up for 4 visits per week. I informed her that at $25 per visit, I would only be coming once per week. On my next visit, staff informed me that she had made a mistake, and she doubled checked with my insurance, and I did not have a copay at all. Staff stated that now I could add 3 more visits per week. I decided to increase it to twice a week, instead of 4.Each visit, the staff tried to get me to increase my visits. On 2/20/2024 after my sixth visit, I scheduled two additional visits for the following week, 02/27/2024, and 02/29/2024. On Monday, 02/26/2024 I received an email from Athletico's billing department informing me that I have a $150.00 outstanding bill for my 6 appointments.I reached out to the billing department to explain that I was told by their front desk staff that they verified my insurance and that I did not have any copays! Billing informed me that they are not sure why someone at the front desk would tell me that, but I do have copays.I contacted the location where I attended and spoke with the front desk. She stated that when she verified with my insurance, they told her that I did not have a copay and that she does not know what to tell **** informed her that I was cancelling the rest of my appointments until I can verify what is really going on with my insurance and with their billing. She stated that she would cancel them and wait for me to call back to get back on their schedule.My insurance company stated that they verified my copay with Athletico, and they knew I had a copay. As of today's date, an additional $50.00 charge for 2/27/24 and 2/29/24 has been added to my bill even though I cancelled and did not attend. Billing state that they only bill for what the location charge. The location will not answer, nor return my call.

• Initial Complaint

  Date:02/29/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 visited Pivot Physical Therapy located at ****************************************. I explained that I had muscular pain. Pivot ran my insurance and explained that my insurance accepted a certain amount of visits and stated that I have no responsibility to make any payment and that it is covered by my insurance as long as the visits don't exceed what they approved. I did therapy from January, 2023 through March, 2023 and confirmed at several occasions that my billing responsibility is $0, and they confirmed. After I finished all my sessions, I received mail from Pivot that I owe them $635.5. I rejected the bill and explained to them that it is unfair that I'm slapped which such a large amount after all the sessions are completed and I was informed that my responsibility would be zero dollars.

• Initial Complaint

  Date:12/08/2023

  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.

  Service provided on 8/18/23 at Homewood Athletico location.My wife has spoken to ***************************** (Homewood Location) and *************************** ******************* Background: 1. My wife saw Athletico's Free assessment service, which states the Free Assessment is a 30-minute assessment.2. She sent me this link to schedule an appointment: *********************************************************. When I opened the link on my phone I saw and clicked the "request appointment" button in the top right corner. 4. A day later, someone called me to schedule my appointment. She asked for my insurance information, and I asked her why she needed my insurance for a Free Assessment. She said she needed it for records. 5. I arrived to my scheduled appointment, and confirmed that this was a Free Assessment visit, as I was uncomfortable that my insurance information was taken at all. Again, I was told that it was a Free Assessment. 6. I sat in the waiting room for about 15 minutes, and then saw a therapist for 30 minutes. We discussed my back issue, and I performed no more than 3 reps of a handful of exercises. I left with a home exercise sheet. 7. A bill shows up weeks later saying I owe for a Therapy Visit.8. After several phone calls between my wife and Athletico associates, we understand that I clicked the wrong button when making the appointment. However, I asked several times on two different occasions to confirm this was a free assessment, and I was told it was.Athletico is maintaining this is our fault and had several justifications like, "A Free Assessment is only 15 minutes and this converted to a Therapy Visit for the other 15 minutes" to "The Assessment was when you spoke to someone on the phone" - which was me scheduling an appointment to "My staff is trained and informed [your husband] that this was not a Free Assessment". In summary, this has been a very frustrating experience, and we feel we are being taken advantage of and we may not be the only ones.

  Business Response

  Date: 11/14/2024

  Athletico takes all public concerns seriously but, due to HIPAA, cannot engage in public discussions about specific patient circumstances. Our goal is for individuals to be satisfied with all interactions with Athletico. We deeply apologize for any inconvenience but consider this issue resolved.

• Initial Complaint

  Date:08/21/2023

  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.

  To the Better Business Bureau,I wish to highlight concerns about my interactions with Athletico Physical Therapy, Streeterville branch, overseen by ******************************Date of Service**: 03/16, 03/23, 03/28, 03/29, and 04/11 in 2023. The bill was received in April, and numerous disputes with Athletico have since occurred.**Amount Due**: $765.46 (Not yet paid)**Service ************************* physical therapy sessions for back pain, with the assurance that my insurance would cover the charges.**Nature of Dispute**: At the onset, the receptionist informed me that they had liaised with my insurance company and I was double confirmed that I would incur no charges. Subsequently, I was asked to sign an acknowledgment form. Contrary to this initial assurance, I received bills amounting to around $150 per session. The actual sessions consisted primarily of therapists demonstrating basic exercises, reminiscent of content on ******** with minimal oversight since therapists were always managing two other patients concurrently.**Businesss Resolution Attempts**: When I raised concerns about the billing, Athletico directed me to the previously signed acknowledgment form, asserting that it made me liable for any billing issues. No other resolution efforts were made from their side.**Athletico Account Number**: **************** In light of these concerns, I am compelled to question Athletico's transparency and quality of care. I kindly request the BBB to scrutinize their practices.

  Business Response

  Date: 11/16/2023

  Athletico takes all public concerns seriously but, due to HIPAA, cannot engage in public discussions about specific patient circumstances. Our goal is for individuals to be satisfied with all interactions with Athletico. We have reached out directly to resolve this issue.

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20504251
  
  I am rejecting this response because: I never got a call from Athletico Therapy who claimed that they would reach out. 
  
  Sincerely,
  
  Leijing Shan

  Business Response

  Date: 11/21/2023

  Athletico takes all public concerns seriously but, due to HIPAA, cannot engage in public discussions about specific patient circumstances. Our goal is for individuals to be satisfied with all interactions with Athletico. We have reached out directly to resolve this issue.

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Hi, about a year ago, my wife was looking for relief for a hip issue. (Headline - she still is). She went to Athletico, for physical therapy. They determined a root cause and ran her through 3 months of hou to hour and half long sessions a few times a week. Therapist spent about ***** min to show an exercise and moved on so most of the time was her doing exercises.It did absolutely nothing. Got a **** invoice for our portion (it was more to insurance). I complained to them at the time that it was misdiagnosed, they should have seen a lack of efficacy and changed course or referred to an actual medical doctor instead of continuing the useless exercises that only they benefited from. I have never done this before, but was furious. To be fair, I told them I would pay for half, since they did "work," but have continued to invoice me and now have escalated to a bill collector service. The amount is trivial, it is only $758.00, but I am so disappointed by the lack of accountability and perverse incentives here that I would like to make others aware and fight this. I am unsure of our rights, but now that it has escalated I feel it prudent to also escalate the complaint. She has been to several other specialists - Spine, Hip, Chiropractor. It seems no one can figure out what is actually wrong with her, even with MRIs and xRays. I am baffled how they diagnosed her and determined so quickly other than to charge us for their services. I am not concerned with credit scores, this comes down to price gouging, charging for unwarranted services that near actual medical fraud. I am seeking them to remove these costs, I have already paid what seems to be a fair amount (50%) for their completely ineffectual services.Thank you for your attention

  Business Response

  Date: 11/16/2023

  Athletico takes all public concerns seriously but, due to HIPAA, cannot engage in public discussions about specific patient circumstances. Our goal is for individuals to be satisfied with all interactions with Athletico. We believe charges and care to be appropriate and consider this issue resolved.    

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20403957
  
  I am rejecting this response because it is boiler plate, unconsidered, unspecific and contains no relation to the case. It is a blanket "we stand by our policy" and "do not discuss matters in public." Well ok: privacy matters but there is no suggestion of a discussion, period. That is most certainly not a dialog, it does nothing to work with a customer to come to a consensus (which I tried to do on several occasions with the admin and the actual therapist in the branch), nor is it a at all related to a mediated response in good faith. There is nothing about this mater that can be considered closed except the closed mindedness of the provider.

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

• Initial Complaint

  Date:07/10/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 was referred to and received therapy from Pivot Physical Therapy in ******, **. I was told that my co-pay and total cost per visit would be 25$ and that payment was due at the time of service. I was also told that if any treatment would exceed the 25$ co-pay, that I would be consulted first so that I could make necessary budget adjustments if I agreed to the treatment. I scheduled the frequency of my therapy based on the 25$ expectation. I paid for each of my visits on time, but one month after completing my therapy, I received a bill for roughly $192. I have called the billing department several times and was given two conflicting reasons for the bill. The first reason was that the $192 was for services rendered after my insurance claim. I contacted my insurance and was told that therapy was co-pay based on my plan and that there were no services rendered that were not covered by my co-pay. The statement is also incorrect as there are different charges for the visits, but my visits were consistently the same each time. After speaking with both billing and insurance, I believe this excuse for the $192 to be false. The second reason I was given was that my co-pay was mistakenly charged as $25 for each visit when I should have been charged $40. This makes sense as the difference of $15 x the number of visits equals $195. I scheduled the 13 visits based on the $25 that I was told each visit would be. The ***** representative may have been incorrect on the co-pay amount, but I would not have scheduled as many visits if I had been aware the cost was $40. I also feel this was deceptive in nature because at no point during my 13 visits was I told that there may be a discrepancy in co-pay. It was not until roughly a month after completing therapy that these hidden costs emerged.Ultimately, I was told a cost by Pivot that I feel baited me into scheduling more frequently and then additional charges were added after therapy was completed. This is predatory.