Business Profile

Physical Therapist

Ivy Rehab Network Inc.

Headquarters

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Complaints

This profile includes complaints for Ivy Rehab Network Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

30 total complaints in the last 3 years.
7 complaints closed in the last 12 months.

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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:03/21/2025
Type:Service or Repair 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 just paid a bill for services that ivy rehab for kids would be covered. My insurance initially denied the claim, however, ivy rehab kept saying they could resubmit and recode. They did not do this until it was "too late" to recode and submit the bill for visits in 2023. They were able to recode and resubmit the codes for 2024. They made ME pay for the fact that they did not submit the correct codes in 2023, claiming that I should have done something different when in fact I was in communication with them for months and it is THEIR JOB to bill correctly. We would have NEVER continued to utilize their services if they were not covered, which apparently they were, as evidence by the fact that they were able to recode and submit for 2024, they just delayed and didn't submit the correct codes for 2023 in time. How is this something a ****** consumer can be expected to be responsible for? Insurance billing is insane. I've now got a huge credit card charge due to bad billing. I paid it because they were about to send me to collections despite many calls with them over months with them telling me they were "taking care of it".
Initial Complaint
Date:05/03/2024
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.
On Thursday November 2, 2023 I was notified that I had not been paying my IvyRehab Bill. I was on a payment plan and shared with them my payment withdrawals from my bank account. It was a total of $300 that they never applied to my account. The front desk opened a ticket with Ivy Rehab but over the next 4 months I never got a response. On March 1, 2023, I called IvyRehab and talked with ******************************* who said she would resolve this as soon as possible. It is not May 2, 2024 without any resolution. It has been 6 months without a resolution which I think is unacceptable. I cannot get ahold of anyone to help me.
Business Response
Date: 05/17/2024
To protect HIPAA, no personal details are shared. I have reviewed the complaint and can see that multiple attempts were made to contact the family to discuss. Payments have been applied to the old balance remaining on the account, this was 5 payments of $500. There was a credit that was moved into the new system apply to the ongoing balance. A call was made on 4/26/24, 4/30/24, and 5/2/24. A follow up email from our **** ********* was also sent to the email address on file explaining these details. We will have someone reach out today, 5/17/2024, to talk with the family regarding any additional concerns or questions. Thank you.
Initial Complaint
Date:03/27/2024
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.
My patient experience with billing after my treatment was completed has been horrible.I was recommended to Ivy rehab by my orthopedist who is in the same building as their Plainview location. I went in there toward the end of April 2023, showed them my healthcare card and they told me they were in network, and that my co-pay would be $30 per visit. Over the ensuing 4 months I went there 34 times (34 times!!!!) and each of those 34 times they told me my copayment was $30.Then in September, AFTER my treatment was completed, I got a bill from Ivy for over $1600, saying that each visit, my co-pay should've been $75 and not $30. In none of the 34 times that I came for treatment did anybody tell me my co-pay was not $30. At no time was I told by anyone at Ivy that I had a balance outstanding. At no time before September did anyone send me a bill stating that my co-pay was more than $30.Recently someone in billing said they sent me an invoice in July and one in August notifying me of the higher copayment. That is just not true!!!! If I had received that, I would've stopped treatment immediately and their Plainview staffers would have started asking for $75 copay for the seven appointments in July and 9 appointments in August.When I got that shocking bill in September, I called the number on the bill and was told they would do an investigation and I never heard back from them. When I got another bill toward the end of the year, I did likewise and was told they would do an investigation and they would get back to me. I never heard back from them either.Now I received a letter threatening to turn it over to collection and to *** me. I've never been ***d for nonpayment and never been referred to collection. Please feel free to check my credit rating. It is stellar.My balance should be zero
Business Response
Date: 04/17/2024
To protect HIPAA, no personal details will be shared. This complaint has been reviewed and is being handled with the insurance provided. An Ivy Patient Experience teammate will reach out. The disputer can also reach out to the customer service number to escalate and have any issues addressed.
Customer Answer
Date: 04/19/2024
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:

First a correction. I paid approximately $1050 in co-pays during my treatment but after my treatment completed, they sent me a bill for close to an additional $1700. That is the amount Im Disputing. Im looking for them too eliminate that $1650 charge for the reason stated in my original complaint. I owe $0. Their replied does not address this at all.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 05/02/2024
Thank you for your feedback, though I am showing this has been resolved and acknowledged by the patient. An outbound call was again made to the patient on 4/23/2024. Patient returned the call on 4/24/2024 and spoke with the team regarding the updates to the account and balance. A remaining balance remained for a missed copay. The individual made a payment on the account on 4/24 and was provided with a receipt and $0 statement. All calls are recorded and emails uploaded into the account, so I have verified this has been acknowledged and resolved by the individual. This has been resolved and both parties have acknowledged this on 4/24/2024.
Customer Answer
Date: 05/03/2024
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:12/27/2023
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 been in contact with this provider trying to rectify an incorrect billing issue for my son for a year now. They incorrectly billed insurance and have not taken the proper time to correct the problem, which would result in a $288 refund to me. Each time I speak with someone, I spend extensive time detailing the problem. They promise to fix it, only to result in no follow up and no refund which I am rightfully due. Dates of service that are incorrect, 12/22 (refund $24), 12/28 (refund $24), 1/25 (refund $80), 2/22 (refund ($80)), 3/30 (refund $80).
Business Response
Date: 01/16/2024
To protect HIPAA, no patient details will be shared. I have reviewed the complaint and a representative from Ivy Rehab will be reaching out. Please reach out to our *************************** at ************ if further assistance is needed. Thank you.
Customer Answer
Date: 01/17/2024
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:

I have spoken to countless representatives and the claims are still not being processed correctly and I still have not been refunded for the portion I paid that I did not owe. Its been over a year that this concern has been brought to your attention. The only resolution that will be accepted is an account reconciliation with a refund of patient responsibility for the claims that are being rejected due to your companies inability to bill correctly the first time.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 01/17/2024
Thank you for reaching out. We have reviewed and a representative has scheduled a call to discuss this matter with you. To protect HIPAA, no information will be disclosed in this response.
Initial Complaint
Date:12/06/2023
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 received physical therapy services from IvyRehab at their **********, ** location from Sept. 11 to Oct. 2, 2023 account *******. Based on my health insurance claims history, they overcharged me for my copay by $50.00 for visits on Sept. 15, 18, 19 & 22. They have indicated that the overcharge was the result of an error on the part of their billing department/service. Although they have credited my account in their internal billing records, I have repeatedly requested a refund of the balance which should be $120.00 (net of subsequent charges). They have provided me with various reasons related to the settlement of insurance claims with my insurance provider which have now been all settled. I was referred to an individual to obtain a refund who had nothing to do with billing. Due to their lack of responsiveness and regardless of their refund policy, I requesting a full refund of the remaining credit balance on my account which should be at least $120.00 as it resulted from an error on the part of their billing department/service.
Business Response
Date: 12/07/2023
To protect HIPAA, no specific patient details will be shared. I have reviewed the inquiry and a member of or Patient Experience team will be reaching out to the patient today to resolve this matter. Thank you.
Customer Answer
Date: 12/13/2023
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:

I talked to someone from the BBB on Tuesday at approximately 12:30 (their phone # ************) who indicated I had 6 business days (which would be Friday) to accept or reject the response, not 6 calendar days.

The business did call on the day as indicated in their response to the BBB and said they would provide a refund as requested in 3-4 days. I have yet to receive that refund, this is the 4th business day.

I wish to reopen the complaint as the person from the BBB indicated I could if the business did not satisfy my complaint/request.

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

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 12/18/2023
This issue has been resolved and the amount refunded. A Patient Experience teammate will reach out to provide an update.
Customer Answer
Date: 12/21/2023
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.

Sincerely,

***************************
Initial Complaint
Date:11/06/2023
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 received services in December 2022 and was provided with a self pay rate of $75, as it would be cheaper than using my insurance. I was billed for these appointments in February 2023 and paid the invoice in full upon receipt. In August 2023 I received a final notice warning that I would be sent to collections for a new amount I had never been billed for. After months of back and forth calls attempting to reconcile my account, I was told on 11/3/2023 that the front office made a mistake and billed my insurance for 3 of my visits in December 2022, meaning I needed to pay $95 for each visit instead of the $75. They said that since this already went through insurance there was nothing they could do and that I was on the hook for the $60 error the front desk made.
Business Response
Date: 11/16/2023
To protect HIPAA, no personal details will be shared. In review of the account, the patient had provided their insurance and signed off to have claims submitted to them with the estimate applying to the deductible. The patient was not self-pay for those visits and there is no documentation supporting this. A Patient Experience representative will reach out to discuss further with the patient to answer any specific questions related to their account.
Customer Answer
Date: 11/16/2023
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:

[Your Answer Here]
Its not my fault that your department billed this incorrectly. I never agreed to have the Dec 2022 charges submitted to my insurance. I discussed with the office manager and she said she would be charging me the self pay rate. It is ridiculous for you to state that since nothing was in writing, that my claim cant be validated. It is obvious that your department made a mistake billing insurance for the three visits subsequent to the first one, since the first one was billed correctly.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Customer Answer
Date: 12/06/2023
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:

[Your Answer Here]

After paying the balance charged to me due to the businesses errors so I could avoid having my credit impacted and thinking this was all behind me, I received ANOTHER BILL for a NEW AMOUNT today. This is absurd. This company had been sending the same amount for months which was owed because they erroneously charged my insurance when I told them not to, and now there are new charges nearly a year after I originally received these services. This company is a scam and is just trying to shake me d

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 12/06/2023
In review of the account, the balance was not paid in full. As a courtesy, an adjustment has been applied to resolve this matter.
Initial Complaint
Date:10/10/2023
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.
Account #******* I recently underwent PT sessions at Ivy Rehab and was informed by their staff that my insurance coverage would be accepted for the services. However, on August 24, 2023, after attending 10 PT sessions, their patient coordinator said it was an error on their *********** would be seeking money from me for out-of-network services. I received a text from their staff on Tuesday, August 22 indicating I owed their facility money for the four sessions they processed and that I could expect that amount to go up for the other six sessions I had already had. I was explicitly informed by their patient coordinator that my insurance was accepted and services were covered. I was also informed that I only needed to pay a $30 co-pay for each session. Based on the information provided to me, I proceeded with the recommended treatment. Ivy Rehab then contacted me after 10 sessions to tell me they made a mistake. Their mistake led to partial coverage and subsequently resulted in an astronomical bill they now want to collect. They are currently seeking $1K+. Had I been told they were not in-network, after presenting their staff with my insurance card, I obviously would have sought an in-network rehab facility as any reasonable or prudent person would do. I am now relying on the No Surprises Act that was implemented to protect patients from unexpected and excessive medical bills resulting from out-of-network care, specifically addressing balance billing. This is supposed to shield patients from the financial burden of being charged excessively for services they had little or no control over selecting. Despite my persistent efforts to reach out for assistance over the past 44 days, There has been no communication from them; except to keep passing it around. Recently, I received a threat of being sent to collections and incurring additional fees on my account after 90 days, regardless of their lack of response to my request to resolve the issue.
Business Response
Date: 10/12/2023
For HIPAA purposes, no personal details will be shared. This account has been escalated to our senior leadership team and a member of the team will be reaching out to the patient directly to resolve. Thank you.
Customer Answer
Date: 10/13/2023
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.

Sincerely,

*********************
Initial Complaint
Date:09/15/2023
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 first called Ivy Rehab billing department on November 8, 2022 requesting they submit 10 speech therapy services to my insurance, which I had paid out-of-pocket. I had filed an appeal to my insurance to have them cover my son's speech therapy and we won, so while the appeal was being processed I paid a total of $650 for the services provided. Once notified of the approval, my insurance instructed my to have Ivy Rehab bill them and then Ivy Rehab would refund me my money. After calling on November 8th, I called December 9th, 13th, & 15th ( I spoke to Destiny). During these calls I reviewed the dates of service I needed submitted and specified it was just the speech because his other services had already been billed and paid by insurance, so Ivy Rehab was confused. On January 31, I called and spoke to ******* who was able to see I had a $195 credit on my account, which meant they only submitted 3 of the 10 requested days to insurance. Later that day, a supervisor (*******) called me back and issued the credit and we reviewed the remaining 7 dates that still needed submitted and she said she would have them submitted and agreed I would then received $455 from Ivy Rehab. I have now called over 20 times following-up on this and the dates still have not been submitted. I think ******* no longer works for them and I have spoken to a supervisor named "************." Every time I call, the representative says they don't see any evidence of my previous calls and "no tasks were created to get the dates submitted" or they just tell me I do not have a credit and can not be issued a refund. I know I will not have a credit until they submit the bills to my insurance. They refuse to let me speak to a supervisor and say someone will call me back within the week, but no one ever calls me back. They do not care because they already got paid by me. I know they can do this for me because they already submitted 3 of the 10 dates and got paid by my insurance.
Customer Answer
Date: 10/09/2023
Better Business Bureau:

At this time, I have not been contacted by Ivy Rehab Network Inc. regarding complaint ID ********.

Sincerely,

***************************
Business Response
Date: 10/10/2023
To protect HIPAA, I will not share personal details related to the account. I have reviewed the account and our patient experience team will reach out to the patient directly for resolution on this matter.
Initial Complaint
Date:08/01/2023
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.
Ivy Rehab company charge my credit card for service as well collected fees from my insurance company. i have submitted all required document to Ivy Rehab from insurance as well as charges on credit card. called billing department multiple time to process my refund still no refund.Send email multiple time to get my refund no response. Ask company to send me itemize statement of billing and no response. company charge my card without any billing document shared **** need refund asap and company should be punished for malpractice.
Customer Answer
Date: 08/26/2023
Better Business Bureau:

At this time, I have not been contacted by Ivy Rehab Network Inc. regarding complaint ID ********.

Sincerely,

*************************************
Business Response
Date: 10/10/2023
To protect HIPAA, no personal details will be shared in the response. I have reviewed the account and can see a refund was issued for these charges directly to the card used. Our patient experience team will reach out to the patient to ensure this has been resolved.
Customer Answer
Date: 10/10/2023
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.

Sincerely,

*************************************
Initial Complaint
Date:06/21/2023
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.
We have been having issues with their billing department and because of technical issues on their end they have now threatened to send us to collections. Each time I call and have it resolved they tell is everything is fine and then we get a collections warning. And instead of resolving the issue on their end they want to leave it up to us even though I have done everything. When you ask to speak with a supervisor they whoever answers the phone will tell you they are a supervisor. I am so frustrated and upset because I am doing everything I need to get them their payment. And they tell me something different each time. I SHOULD NOT have to call their IT department to figure out their issue !!! In the image showed you can see that it says we are on a payment plan. I talked to an individual on 5/17 and now again on 6/20.
Business Response
Date: 10/10/2023
To protect HIPAA, no personal details will be shared. I have reviewed the account and confirmed the patient is not at risk for collection turnover. Patient has an active payment plan and is reflected on the statement attached.
Customer Answer
Date: 10/10/2023
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.

Sincerely,

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

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Ivy Rehab Network Inc. is NOT a BBB Accredited Business.