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Complaint Details
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Initial Complaint
10/09/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I was under the care of **** ******** *******, which is through ProRehab **********, for pelvic floor PT. The office made multiple errors on my billing statements, which started with them charging the incorrect copay. Then the office sent me bills with the incorrect amounts. I stopped attending PT in February 2023 when they advised me that I could not schedule additional appointments until I paid the amount due on my account. I reached out to the billing department on several occasions and sent them copies of all bank statements reflecting that I had in fact already paid. After many months I received confirmation via email from the office manager that my account was paid in full and they actually owed me a $20.00 refund. To this day I am still receiving billing statements showing that I still have an amount due. I am a highly educated medical professional and I will never seek care for myself or refer any of my patients to this practice.
Business response
10/10/2023
October 10, 2023
This is in response to the complaint placed by Ms. Erin Keller. It is unfortunate that I did not personally know of this complaint sooner. This is not the failure of Ms. ******* but rather within our offices. I want to apologize for how your billing situation was handled. I am not involved in the billing process but I want to make sure that all of our patients have a positive experience in all aspects of their care. As the founder of **** ******** ******* I felt the need to respond personally to you. **** ******** ******* has partnered with ProRehab which has been a very positive experience overall. Unfortunately, your care was performed during a time that we were transitioning to new billing and new electronic medical records (EMR) system. There was some lag time between the information transitioning from one system to the other. We tried to address any problems or complications as related to this very involved transition but obviously had failed you. I am not excusing our behavior but wanted a chance to explain why the billing, at that time, was in flux. If there is anything I can do to restore your faith in our company and our services please reach out to me personally. It truly matters to myself and the entire ProRehab team that each patient is treated individually with excellent and compassionate care.
***** **** PT, WCSCustomer response
10/12/2023
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
09/29/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
The date of initial service was given to me as 12/11/2020 however this bill was received by a Collection agency o 1/14/2022. I was never billed by Pro Rehab or the collection agency at any time because the bill that was owed was never sent to the appropriate address. My mailing address is ***** * ***** *** ******** Ave, **********,Ky XXXXX. and not *** ******** Ave ************* Ky. XXXXX. I never received the billing due to Pro Rehab's billing address mistake. The bill has been paid but I'm reasonably certain a fee was charged by the collection agency that I would like refunded to me. There has also been damage done to my credit report that I would like rectified. Be very careful when picking a rehab center.Business response
11/16/2022
Business Response The case was resolved. The invoice was originally sent to the wrong address so the patient never received it. We did follow up with a phone call and left a message but did not hear back from them. At that point we took our normal steps of sending the bill to collections. Once we were notified of the situation and payment was made the we contacted the collections company to make sure the credit mark was removed.
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.