Complaints

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/01/2021 I had a physical therapy appointment due to a knee replacement surgery.I called in advance to make sure PT Solutions -****** was an in network provider for my insurance. The front desk person told me they were and that she would let me know before my appointment if there were any problems with my insurance.I arrived for my appointment saw the therapist and immediately afterwards the front desk lady told me the visit wasn't covered. I didn't receive a bill for this visit until mid December 2022.The bill shows some insurance write offs with me owing a balance of 233.08.I don't believe it is right to send a past due notice over 13 months after service nor do I think I should have to pay this bill.I am concerned about fraud as the bill shows the above address, but I received service at ********************************************************************************* 97229.The contact phone number on the bill is in Georgia ************.Thank you for looking into this matter.*********************

  Business response

  02/02/2023

  Good Morning, 

   

  I apologize for the delay on responding to this complaint. The billing department was not informed that the patient was quoted as In-Network prior to the visit and then told it was Out of Network after being seen. Looking over the the explanation of benefits from the patient's insurance, the claim did process as out of network and we will be adjusting off this balance. We billed the patient once we retrieved the *** from her insurance not knowing the circumstances and the patient did not contact us in regards to the bill. I'm reaching out to the patient today to discuss the action that we are putting in place to resolve her account, as well as, prevent this from happening from other patients. 

   

  Thank you, 

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

  Revenue Cycle Manager

  Customer response

  02/02/2023

   
  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

  03/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband gave me a gift card for a 90 minute massage for my bday in July 2021. I have tried a total of 6 times to use it. Tried booking online, calling and emailing. No response or told no available bookings each time. It has been 8 months, still haven't been able to use the gift card.

  Business response

  03/21/2022

  Dear Mr ********** and ****************,

   

  We apologize for what transpired: our massage therapist was fully booked consistently in 2021 and was difficult to book with because of her packed schedule. We were also severely understaffed for the summer of 2021 so administrative tasks were not fully attended to. Unfortunately, our massage therapist left her job in December 2021 and we have tried to find a replacement for her, but results were turbulent and as yet we could not secure a fulltime massage therapist.

  We have refunded *************** for his gift card purchase, the funds should land in his account within 2 business days. 

  We are deeply apologetic for the inconvenience this has caused, the last 2 years of business has been very rough for everyone with us working with a skeleton crew.

  Sincerely,

  Massage Hillsboro

*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. ↩