ComplaintsforAtlas Rehab & Wellness Center

• Initial Complaint

  04/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In 2023, I was a patient at Atlas Rehab & Wellness Center in ************ from November 7th to December 18th. I was receiving physical therapy due to a car accident in May of 2023. The other driver was at fault. Per my Spine Specialist, I was utilizing aquatic therapy. I used my car insurance until exhausted but had my health insurance on file as a backup. I was told after Mt car insurance is expired they would use my health insurance and my **-pay would be $60 per session. My car insurance was exhausted by the last 2 sessions. This is when my insurance was supposed to be used and I would owe only my ** pay for a total of $120. They just sent a bill this week for ****** for the last 2 aquatic therapy sessions. They stated that ****** will not **ver aquatic therapy. Whe I began physical therapy They told me it was **vered and the *** I would pay is the $60 per visit. I offered to pay theb**npay for the 2 visits, a total of $120. They stated they want me to pay the full amount. I would never had had the therapy if it was not **vered. I only signed a paper stating I would pay the **-pay. I want this amount adjusted to $120 as any more is an unfair business practice as I was mislead, at best. I also want to ensure this does not hurt my credit which is over 800. I may need it as my in**me last year was only 17k and will be low this year as well due to the accident. The billing department refused to discuss lowering the bill to the agreed upon $120.

  Business response

  04/24/2024

  On Nov 7, 2023, the patient signed a form (attached) prior to his evaluation that states: As a courtesy to you, we will call your insurance company and verify your coverage. However, we will not be responsible for incorrect information/authorization given to us by yourself or your insurance company representative. It is the responsibility of the client to be aware of your plan and its conditions. You are personally responsible for any co-payments, deductibles, and non-covered services per your individual insurance policy. This section is highlighted at the time the patient signs the form.
  Unfortunately, we are at times told incorrect information from insurance company representatives and situations like this arise. The complaint of the patient being misled in this case was from the information given on behalf of the insurance company representative, not Atlas. Once the bill was received, the patient called and spoke with the Atlas billing representative only to inquire about the amount due and what he said he was willing to pay. Another call to management or asking to speak with management for further explanation/resolution was never made. We would be happy to discuss further with the patient.

  Customer response

  04/26/2024

  Better Business Bureau:

  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me after multiple communications with the branch manager, ****. I would like to note for the record the she was pleasent, understanding, and helpful throughout the entire process and the issue has been completely resolved. After communicating with her, I believe there may have been initial miscommunications on my part that led to my initial complaint. I believe, had been better at working with the organization fron the beginning on my end, that the issue would have been resolved to begin with and at no time would the BBB had to have been involved. I would like to extend my thanks to the BBB for the quick turnaround and help for advocating on my behalf and would also like to apologize for the time taken from both your staff and the staff at Atlas to resolve this matter. I wish everyone the best. 

  Regards,

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

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