Complaints

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

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Professional Physical Therapy has 5 locations, listed below.

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• 

  Professional Physical Therapy

  576 Broadhollow Rd Melville, NY 11747-5002

• 

  Professional Physical Therapy

  552 Avenue of the Americas New York, NY 10011

• 

  Professional Physical Therapy

  32 Union Sq E New York, NY 10003

• 

  Professional Physical Therapy

  815 Hutchinson River Parkway Bronx, NY 10465

• 

  Professional Physical Therapy

  420 Lexington Avenue New York, NY 10170

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:09/27/2024

  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.

  Hello,Regarding my claims at the E77th clinic in ******** ************* 11/10/23 ************* 11/13/23 ************* 11/17/23 ************* 12/01/23 I received an original EOB and invoice for these sessions all at $90 deductible, however then received an updated EOB now with them at $36 deductible I have paid the original invoice for $360 however the new total will now be $144 meaning I have overpaid by $216 I have spoken with the insurance who directed me back to the vendor. The vendor has acknowledged the overpayment but is refusing to process it. I have emails starting from April 12th onwards saying that it is being reviewed and escalated but still no action to return the overpayment.

  Customer Answer

  Date: 09/30/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  **** ******
  
  
  
   
  
  

• Initial Complaint

  Date:06/05/2023

  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.

  I have made payment for the portion of services rendered which I received that helped, the second and third visits. During my therapy there were several visits where my pain had increased from the treatment. I am disputing those charges for that reason. Thank you

  Business Response

  Date: 06/13/2023

  We regret to hear that your experience with us has not met your expectations.  Our goal is to always provide our patients with the services they require in order to meet their therapy goals.  That said, you did receive services for those specific dates, and as such, we are contractually obligated to bill you for those services.  We are sorry for any inconvenience this has afforded you and we're happy to review any questions you may have.  You may contact our **************** team by emailing ********************************************* or calling ************.  Thank you.

  Customer Answer

  Date: 06/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  
  

  As you may know, I am seeking reimbursement for this treatment from a third party. I already made one large payment in good faith. If/when when I recover the remaining amounts in question I will reach back out and we can settle them. Until that time please stop sending me notices and communications, etc. 
  

  Thank you.

  *********************
  
  
  
  
   
  

  Business Response

  Date: 06/15/2023

  We regret to hear you are not satisfied with our response.  The charges were applied to your deductible and the balance is accurate.  We would like to work together to resolve.  Someone on our team will be reaching out to you directly.  Thank you. 

• Initial Complaint

  Date:04/11/2023

  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.

  I used Professional Physical Therapy in *********, ** between Nov 2022-Feb 2023 for treatment of a shoulder injury. My medical insurance changed in Jan 2023 and I notified ****** at the front desk of my new insurance information in late Dec 2022. She informed me, as part of her job, that she would check my benefits coverage as she did for my previous coverage. She informed me that my insurance coverage would be the same with my new coverage -- $30 copay per visit. I had a credit card on file for ****** to charge the $30 copay after each visit. Again, part of her job. I had several physical therapy visits in Jan and Feb 2023 and expected that ****** was charging my credit card for my $30 copays. On 3/2/23 ****** emailed me that I had a balance due. I asked her to charge my credit card on file and questioned why she hadn't been doing that lately. She responded that my balance was over $1700. When I asked for the detailed bill, it showed I was being charged $175 per session vs $30 as I was previously. When I asked ****** why this was the case, she told me my insurance only covered a portion of the visits and not just the $30 copay. I asked her why she never told me that once she checked my new coverage - she had no answer for me other than she could put me on a payment plan. I was pretty frustrated by her lack of duty to do her job properly and failure to communicate the change with me. Why did it take her over 2 months to tell me? She clearly failed to check my new coverage and lied about doing so. And why did it take their billing department over 2 months to bill me? Extremely unprofessional and egregious. Had I known my coverage changed, I would have never returned there for therapy in 2023. Professional Physical Therapy touts that they check insurance coverage so patients don't have to. Clearly ****** is terrible at that part of her job. During two of my therapy sessions other patients came in upset and complaining that ****** didn't check their coverage correctly and they got massive bills because of it.I contacted Professional Physical Therapy's billing department on 3/3/23 and spoke with **** who told me he would ask ****** if she ever got my new insurance information. He called me back a week later to say that ****** did get it and that she told me in early Jan 2023 that the insurance coverage had changed. I told him that was a total lie and I'd like proof from ****** that she told me that. **** said she didn't have proof. I told him I wasn't paying more than the $30 copay per session as that's what I was told it would be. I also contacted Professional Physical Therapy's customer experience team on 3/7/23 and spoke with ********* there for over 30 minutes who was very nice and empathetic and told me she'd look into and get back to me. It's now 4/11/23 and I have yet to hear back from ********* despite me reaching out to her again. I also got another bill - this one for over $2600 showing double billing for two sessions. More errors on Professional Physical Therapy's billing part as confirmed by *******, their billing team lead. I also emailed *********************************, one of Professional Physical Therapy's CEOs about this issue and never got a response back. Professional Physical Therapy has major issues and I urge all to stay clear of them because of their fraudulent billing practices and lack of patient care from the top down.

  Business Response

  Date: 04/12/2023

  **********************, we regret to hear you had an issue with the billing of your services. We have shared your comments internally with management and have learned someone has already reached out to you directly to address your billing concerns.  Your insurance changed for 2023 and there is a $3,500 deductible that needs to be met before your insurance will pay for services. The claims for 2023 were applied to your deductible based on how your insurance processed the claims. We are participating with the insurance, and you have been charged the contracted rate per the insurance explanation of benefits.
  If you have further questions or concerns, please consider contacting Team Lead ********************************* at ************.

  Customer Answer

  Date: 04/20/2023

  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 and the matter has been resolved. I am also happy to report that *************************************, one of the founders of Professional Physical Therapy, helped me get this issue resolved. While Professional Physical Therapy's billing department (especially ****) needs better processes and training on how to treat patients better when issues arise, and ****** in the ********* location needs training on how to do her job properly, I can recommend Professional Physical Therapy for their excellent clinicians.
  
  Sincerely,
  ***********************************
  
  
  
   
  
  

• Initial Complaint

  Date:06/14/2022

  Type:Product 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.

  I received Physical Therapy at Professional Physical Therapy ************************************************. This location is extremely unprofessional, unorganized and during he COVID pandmic very unsafe. Once my status of employment became apparent , the therapist ******* became extremely unapproachable and used excessive force while working on my shoulder and neck. I requested a new therapist. After a couple requests, i did receive one but he eventually became positive with COVID and was out sick. They failed to inform me that he was out sick and attempted to intentionally place me with ******* again. I expressed I did not feel comfortable with him. Then abruptly Informed I could no longer work with my new therapist . Also, more excuses were delivered and they they claimed they never received my new prescription to continue therapy and closed my case without consulting or any type of communication. I have attempted numerous time to file a complaint with their headquarters at ************ and have left numerous voice messages for a man named *******, but no one has returned my calls. This location it not fit to provide therapy and should be better supervised or shut down.

  Business Response

  Date: 06/15/2022

  ********************,  thank you for your feedback.  We take reviews like yours very seriously and are concerned as your account is far outside our standards and protocols.  Since the beginning of the pandemic, we have been enforcing proper protocols outlined by the *** within all Pro PT locations. And continue to do so today. It is of the upmost importance to protect and keep our patients and employees safe.  We have shared your comments internally and I believe *** has already reached out to you directly to address your concerns.  Please return his call or kindly contact us by calling our customer service team at ************ or email *********************************************. Thank you.

• Initial Complaint

  Date:06/07/2022

  Type:Service or Repair 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.

  I began using the services of Professional Psychical Therapy at their offices located at ********************************************************************* on 04/18/22. I was initially told that there was a copay of $20.00. There has been a total of nine sessions. I was informed on 06/02/2022 that there was an outstanding balance of $40.00.I asked why if I had paid $20.00 for every session at the very beginning, I was told that this was correct but to please speak with their billing department for more clarity. I called their billing department and spoke with one of their representatives named *****. She explained to me that a mistake was made and I was given an incorrect amount. That in fact I owe $120 and this was due to a mistake being made on their part with my insurance and I was quoted an incorrect price, the copay should have been $30.00 instead. I explained with them that I had no issue with paying $30 but why did it take so long for me to be notified. She had no clear explanation. I later called their *** ******* offices and spoke with their receptionist name *****. She told me that the fault lied with my insurance company as there was no communication on their part and I in fact owe $120. I was also told by the same receptionist nothing can be done and I would have to pay the full amount.There seems to be a lot of finger pointing and lack of clear communication. I was given the wrong information and basically told that yes we gave you the wrong information but it isn't our fault. This does not suffice, the right amount should have been given at the very beginning. This is very confusing and lacks professionalism.

  Business Response

  Date: 06/22/2022

  Good afternoon.  Thank you for providing your feedback, as it is very important to us. We regret to hear of your experience and miscommunication that took place during your visit.  I have shared your comments internally and I believe someone from our customer service team has already reached out to you directly to address your billing concerns. If you feel this issue has not been resolved, please contact us at *********************************************.  Thank you.