ComplaintsforNova Care Rehabilitation Center

• Initial Complaint

  07/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went for physical therapy at this facility a total of 3 times. They billed my insurance for for visits March 7.9.11.n 14. I was there March 7th Monday and March 11 Friday. Also March 14 Monday. I was NOT there on Wednesday March 9th. I asked Nick how many times I have to come, he said 3 times a week and I inturn said how about 2 times a week, which he responded sure. So I was there on Monday n Friday that week. I received a bill for 4 visits and immediately called the billing number and said let me speak to a manager. I got a call from Nick who said I was there 3 times that week that he has notes. I told him I was NOT there Wednesday. He said he would not have notes n in the some breath said maybe I had the appt n forgot to go. So which is it. I asked to speak to his manager and was told he was away for a couple of days n would call me back. I was left a message on July 14th n I immediately called back the same day thinking it was the owner but it was receptionist who said it was 3 days. I explained it to her that I spoke to Nick n she said that he was Not looking at his notes. I asked her to have the owner give me a call so we can resolve this matter. That was on July 14th and now it's July 24th n I still have Not received a call from the owner. Nor Nick's boss either or who can straighten out this matter. If you supposedly have notes for the visit, how can you say to me maybe you forgot n didn't show up.

  Business response

  08/11/2022

  Business Response /* (1000, 6, 2022/08/11) */ encrypt BBB Complaint Case #********, NovaCare Rehabilitation, ******** ****** ********* ** External Inbox ******, Daryl *. *********************** Aug 10, 2022, 3:55 PM (18 hours ago) to me Ms. ******: First off, apologies for not getting you and your group a reply by the stated 8/2/2022 response date on your letter. Our center did not receive the letter until yesterday, 8/9/2022. At any rate, we did want to address (patient) complaint to the Better Business Bureau, and update you as to where we are with that. We had received the complaint internally from (patient) contesting the charges for the Wednesday, 3/9/2022 date of service of Physical Therapy, stating he never came in for that appt. He had spoken with his therapist about it on 7/14/22, and (patient) then asked to speak with his manager, who is me. Unfortunately, I was on an extended vacation at that time, so was unable to respond to him in kind until 8/2/2022. It is in that time between contacts with our company that he filed this complaint, to my understanding - as he had not gotten any f/u from ('PT's Manager) in that time. Ultimately, after (patient) and I spoke on 8/2/2022 and heard his concerns, we agreed to write off his charges from that visit. (Patient) verbally seemed pleased with that resolution, and thanked me for calling to address it with him on the phone that day. I recall him saying he was generally happy with the therapy he received over the (3) other sessions attended, and that he appreciated our hearing him out. I then followed up with our billing department to make sure it was put into process for write-off. So, at this point I believe you will find that (patient) and we have come to an amiable resolution. Obviously, we would like to avoid this affecting our status with the Better Business Bureau, so please do let us know if there is anything further needed on our end to close this out. It was a pleasure serving (patient) for his physical therapy needs out our Guilford location. Thank you, and apologies for the troubles. - Daryl *. ******, ****** ******* NovaCare Rehabilitation Consumer Response /* (3000, 13, 2022/09/06) */ They said they were going to wrote the 9th Wdnesday off. They then send me a new bill where they reduced the amount owed on Monday the 7th n put the difference on the 9th. All I iwe is Mon 7th, Fri the 11th n Mon 14th . Not professional at all that they would cut the amount on Mon from 53 n change n make it 24 n change n the difference of 18 n change put it on Wed 9th. Business Response /* (1000, 27, 2022/11/21) */ On 11/3/22, NovaCare Administrative Staff (Susan ********* reached out to the patient, where he said that he had not received the amended statement showing that the date of service in question was removed. Our staff had records that we had sent it in September, but were very happy to re-send it. She gave him her personal cell phone # to call her at any time should he not receive it this time, and/or if he had any other questions or concerns at this time. Business Response /* (1000, 30, 2022/11/22) */ Susan Esposito reached out to patient via phone on Monday, 11/21, but initially had to LM. Pt did call back and relayed to her that everything is good and he paid off his account that morning. Appears to be resolved with customer at this point.

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