Complaints

This profile includes complaints for Select Medical Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Select Medical Corporation

  4714 Gettysburg Rd Mechanicsburg, PA 17055-4325

• 

  Select Medical Corporation

  929 N Saint Francis Ave Fl 6 Wichita, KS 67214-3821

• 

  Select Medical Corporation

  2135 N Ridge Rd Ste 100 Wichita, KS 67212-1411

• 

  Select Medical Corporation

  1870 S 75th St Omaha, NE 68124-1700

• 

  Select Physical Therapy

  3080 Henderson Dr Jacksonville, NC 28546-5246

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:12/01/2023

  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 scheduled an appointment at Lithia Springs location after receiving a referral for dry needling. Once I arrived, I was told no one at that location does dry needling, despite it being the referral, it but they can go ahead and process me and get you set up for an appointment elsewhere. ******** proceeding to complete my initial evaluation. The next week, I had an appointment at Windy Hill only to find out I was billed for a visit in which I wasted my time and resources to get to in which the referred services were not provided, hence why I have chosen not to return because the business tactics seem misleading at best. Shortly after, I received an email survey about my experience and shared the same concerns while requesting a follow up regarding this situation; it never occurred. What you did was send me a bill on 11/1/2023, more than a month later, for the Lithia Springs visit as previously stated for $25 and billed my insurance $265 for a consultation after I wasted my time, especially since the therapist at Windy Hill noted she had to redo my assessment because the previous therapist erroneous uploaded a ton of exercises and etc to my action plan that according to her, didn’t make sense. Sent this complaint directly to the company. **** ******** on 11/12/2023. He advised someone would respond in 3-5 business days via email per my ADA accommodation request. This was not done. Sent a follow up nearly a month later and they refuse to respond.

  Business Response

  Date: 12/18/2023

  We have made attempts to schedule time to discuss these concerns and have had some email communications.  We are going to write off his balance as a customer service.  We appreciate the opportunity to resolve this issue. 

  Customer Answer

  Date: 12/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I have provided that an ADA Accommodation needed to be made for email only in both my complaint and my follow-up with the company. Select Medical” is stating they will “write down the balance is NOT the correspondence received from the manager who stated “everything was done to protocol” as shown below, even acknowledging “that he is sorry he didn’t respond” so how did the make “several attempts” to resolve this? As of today, my balance still appears to be the same as when I filed the complaint. 
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 12/18/2023

  We apologize for not meeting the individual's expectations.  We will respond to his email as he requested. 

• Initial Complaint

  Date:11/07/2023

  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.

  Billing nightmare. Impossible to get refund due. Billed me when my copay was $0. Have been calling repeatedly to get my refund and main office makes internal mistakes over and over resulting in further delays. Took them :30 seconds to erroneously bill me, impossible to get refund due. Beware, Phoenixville PA location billing should be monitored very closely for irregular practices. 

  Business Response

  Date: 12/04/2023

  We spoke to the patient on 11/7/23.  We put a rush on her refund and Accounts Payable issued the check and overnighted it to her on 11/8/23. 

• Initial Complaint

  Date:09/11/2023

  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.

  On April 21,2023 I received a bill from Select PT advising I owed $66.01. I immediately called and spoke with ******* who advised me I had a zero balance on said account no: *********. I then was sent a letter from Select PT informing me that I have been removed from collection. On May 17, 2023 I was sent another letter from Select PT , another bill for $66.01. I called again and was advised that I have a zero balance spoke with ****** and **** who advised this was for a different account. That acct *********. I sent payment on 5-22-23 in the amount of $66.01. Today I received another letter from their collections advising I HAVE a 74.00 outstanding balance for a D/O/S 3/11.22. I called their billing dept and was advised that this account being ********* has a zero balance. That in fact the $66.01 was an overpayment. I asked why have I not been refunded that $66.01, the said it would take 8 weeks for this refund. This company has done this to me 2x already and enough is enough. I have excellent credit and for them to be sending letters to innocent people is outrageous.

  Business Response

  Date: 09/13/2023

  We are writing in response to the BBB complaint filed from *******************************************. We have reviewed and will be handling the matter. Contact has been made with ******************************************* to complete the refund she is requesting.
  
   

  Customer Answer

  Date: 09/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************************************
  

• Initial Complaint

  Date:07/26/2023

  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 am receiving repeated bills in the amount of $180 from May of 2022 which has been paid and the check was cashed by ********. These bills sometimes come with threats to be turned over to a collection agency if not paid. I have contacted customer service multiple times and they claim to straighten it out but I keep getting bills. It is harassment at this point. My account has two different numbers which for some reason they can't seem to correct.

  Business Response

  Date: 08/04/2023

  ****************** stated he had one account with two account numbers.  He actually has 2 accounts.  

  ********* - He started treatment on 2/28/22 for his right knee/ankle/foot and concluded that treatment on 4/25/22 with a total of 16 visits ($30 copay = $480 patient responsibility).

  ********* - He started treatment on 5/11/22 for his low back pain and concluded treatment on 5/26/22 with a total of 6 vists ($30 copay = $180 patient responsibility).

  Attached I have detailed each account with the dates of service, insurance payments and discounts, copays paid and copays due.

  I believe ****************** is confused because there are definitely 2 accounts due to different authorizations being needed.  He paid a total of $180 on account ********* but I believe he thought that would cover the $180 due on *********.  

  ****************** had a total of 22 visits; which would be $660.00 and paid $480.00, leaving the remaining balance of $180.00.  As you can see by the attached spreadsheet, all of his payments are accounted for and applied in chronological order.  

  Customer Answer

  Date: 08/17/2023

  Thank you for resolving this issue.  The paperwork submitted by the rehab was very clear.  It's too bad that the people previously contacted were not knowledgeable enough to provide this information so that  misunderstanding could have been avoided.

• Initial Complaint

  Date:06/20/2023

  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 has knee replacement in March of 2021, and was employed and covered by **************** I was getting PT for knee, under Doctor ******* Continuation of PT was joint between therapist and doctor, and all visits were at request of doctor. In 2023, after retirement and change to ********* I started getting bills for my PT. The days in question were in the middle of therapy, before release of the doctor. I contacted *****, and was told that it was incorrect bill coding. I have tried to contact ************************************** (known to me as Select Physical Therapy) multiple times, and unable to make contact with a person. Requests for callbacks have not been made, and in 6 months have not been able to speak to a person to request rebilling with correct coding.I am now being threatened with Collection, for a balance due of $196.00. I do not think that I should be penalized for a coding error, when my insurance would cover the treatments

  Business Response

  Date: 06/23/2023

  06/23/2023
  
  First and foremost Select Medical would like to apologize for the inconvenience and/or confusion this has caused. Please note that the balance of $196.00 was denied by the patient’s health insurance, ***** as a result of no authorization and should have been adjusted off. This transaction has been applied and the patient’s balance is now zero. 
  

  If the claimant has any additional questions or concerns, I can be reached directly at my phone number or email below. 
  

  Thank you. 
  Sincerely, 
  
  Collections Supervisor- GA & FL
  Select Medical- Improving Quality of Life

• Initial Complaint

  Date:05/22/2023

  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.

  My son went into therapy, I submitted the signed paperwork to the Therapy Center and provided the corrected insurance information for processing. I have spoken with them on several occasions and they keep saying they are billing the ins. company but the insurance has confirmed that they have not received any claims for the date of service listed on the invoice. Now they are sending me the entire bill.

  Business Response

  Date: 05/23/2023

  We reviewed and have fixed the account to be billing the correct insurance and the patient can disregard the statement.  We sent the patient an email explaining this.  Thank you.

• Initial Complaint

  Date:04/15/2023

  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 went to local PT I have ******** and *********. They billed ******** correctly however my secondary they aren't billing correctly I see eobs in my online account. My cards were accepted and nothing collected. I was referred by my orthopedic doctor who takes both my plans never a issue. If there is an issue I want to know not wait a year send me a bill. I will speak to the largest orthopedic group in Tampa who sent me here saying this group is a partner about this billing issue for future referrals. If you are their partner you should take ********* and ********.Update please?

  Business Response

  Date: 04/20/2023

  4/20/2023 
  

  First and foremost Select Medical would like to apologize for the inconvenience and/or confusion this has caused. Please note that the balance of $364.59 was denied by the patient's secondary insurance, **** ** *******, in error. They processed the claims as out-of-network, however we are a participating provider with them.

  These are being reprocessed with the insurance company as in-network. 
  

  If the claimant has any additional questions or concerns, I can be reached directly at my phone number or email below. 
  

  Thank you. 
  

  Sincerely, 
  *** ******** 
  Collections Supervisor- GA & FL 

• Initial Complaint

  Date:04/05/2023

  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 was referred to Select Physical Therapy in ******** by my doctor who felt I had sciatic pain. No tests were run to diagnose, so I was skeptical. Select called multiple times after they received the referral and I finally decided to give it a try. At my first appt, 10-3-22, I spoke to both the front desk person and the therapist about the cost of PT since I've never had it before. Neither seemed to know and the front desk just said that it's likely $25-$30 co-pay. During my first session, I let my therapist know my concerns that I didn't feel this was sciatic pain and she agreed. Her response was something along the lines that if insurance is willing to pay for it, then she's happy to treat it regardless. The second visit and each visit after there was no mention by the front desk or therapist about a co-pay or balance due. On or around my fifth visit, I started experiencing severe ******* horses/leg cramps in the same leg that was being treated. I let the therapist know of my concerns, that whatever she's doing isn't making it better but making it worse. These ******* horses were new, and began happening almost daily. On my last and ninth visit, I made it clear I would not be returning. As I suspected and as the therapist told me, I did not have sciatic pain. Months go by and on 3-29-23, I received a bill for $961.84. I called the billing **** on 3-30-23 and asked about these charges. They told me to contact the facility in ********, which I did. They redirected me back to billing.I was employed in Oct 2022 and am no longer employed as of 2-3-23. Because I don't have income, I asked for financial assistance. I was told that because I had income last year that I will have to pay the full amount even if it's a little here and there. I can't afford $1K.There is a law called 'No Surprises Act' and what happened to me is a prime example. Staff should have been upfront about the cost of PT. I shouldn't see an enormous, inflated bill six months later.

  Business Response

  Date: 04/24/2023

  
  I have attached 4 pieces of documentation:
  
           Referral from physician stating to treat the patient for sciatica
  
           Initial Evaluation report from physical therapist to physician
  
           EOBs from ******* ** that they processed the claims on 3/15/23, applying $814.72 to patients deductible for 2022 that was not met, $147.12 applied to the patients 20% coinsurance for the total of $961.84 patient responsibility.
  
           Notification of patient responsibility for copayments/co-insurance % and deductibles form and the patients signed statement of financial responsibility.
  
   
  
  ************ ****** was treated in accordance with the referral for sciatica received from her physician by our in-network Physical Therapist; who is required to follow the physicians referral/diagnosis for treatment.   A report was sent to the referring physician after the patients initial evaluation.  At the time of her initial evaluation, we verify benefits as a courtesy.  The patients insurance plan has a $1000 deductible, of which $821.29 was not met at the time of treatment, which means the patient is responsible for paying that out of pocket before her insurance will start paying anything towards her medical claims.  In addition, once the deductible is met, she has a 20% coinsurance.  The Surprise Act does not apply in cases of in-network providers. The Surprise Act is to prevent patients from not knowing that they are being charged out-of-network billing due to seeing a provider that is out-of-network without their knowledge.  She was treated by an in-network physical therapist and her insurance processed the claims at her in-network benefit level, which included her deductible.  The patient did attend 9 physical therapy visits as prescribed by her physician.  She discontinued therapy at that point.
  
   
  
  ************ ****** was treated as prescribed by her physician and attended 9 visits.  Her insurance processed her claims according to her deductible and in-network benefit level.  On 3/30/23 she contacted the billing office regarding the statement she received and was offered a liberal payment plan of 12 months at $81.00, which she declined.  ************ ****** received the treatment according to her physicians referral and attended 9 visits.  The balance is the patients responsibility as assigned by her insurance company.   I would extend the payment plan to $50/month for 20 months (19 payments of $50 and 20th payment of $11.84). 
  
   

  Customer Answer

  Date: 04/26/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The therapist, on day one, did not believe I had sciatica but she would treat it regardless if insurance is willing to pay for it. I asked before therapy was even started what the cost would be. No one was able to provide that information even though you seem to know. If I had a $1K deductible, then I should have been informed well before my first bill almost six months later. Nine appts of unnecessary and overpriced treatment that I didn't need and the therapist admitted wasn't going to help me.

   

  I will pay the bill in full, never use or recommend your company to anyone, and leave appropriate feedback on **** and BBB so others know what they're getting into BEFORE they start treatment at one of your facilities.
  

  
  
  
  Regards,
  
  **************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:04/03/2023

  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.

  My complaint is in regards to Select Medical Corporations billing department. I was originally charged $160 ($80 each) for two Physical Therapy sessions at their Pearland, TX location on October 20th and 25th, 2022 that my insurance company, *************, completely covered. I contacted Select Therapy billing on November 29, after my EOB showed that I did not owe anything for those two sessions. I was told I needed to wait until I finished all PT sessions. This occurred on December 28, so I again emailed/notified the billing department. Finally, on January 27th, I was refunded a partial refund amount of $60. I emailed again on February 5th that I only received $60 of the $160 I was owed, and the response stated that once everything was resolved the remaining $100 would be refunded to me. Nothing happened. I have since emailed them again and received an email that said I would be contacted in 2 to 3 business days, but I was not contacted. I have not received the remaining $100 owed to me as of today, April 3, 2023

  Business Response

  Date: 04/13/2023

  April 13, 2023 
  

  To whom it may concern, 
  

  After reviewing the account, it was determined the patient is due a refund of $127.46. 
  

  I left a voicemail for the patient on 04/12/2023. If the patient has not responded by the end of  day Friday to confirm her preferred method of refund, we will initiate a check to be issued to the  patient. The patient has my direct number for any additional concerns. 
  

  If you have any further questions, please feel free to contact me at the number below between  the hours 8:30am to 4:30pm. 
  

  Sincerely, 
  ******* ***** 
  CBO Collections Manager 

• Initial Complaint

  Date:02/22/2023

  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.

  My daughter attended physical therapy at the *** Health Physical Therapy office in ************. The management there did not bill the service correctly and they still have not resolved it.We have contact *** Health repeatedly (even conferencing our health insurance claims department on the call with them). We have all the information from the insurance companies (my daughter is dual insured with **** and *****) that stat how much we owe.On our last phone call on 1/13/23 the *** billing department said they would resolve it and send a new bill if one was needed.Instead they have referred the case to collections. It is impossible to get a manager on the line to actually fix this issue so please help.

  Business Response

  Date: 03/01/2023

  We apologize for the delay in researching and resolving this issue.  In reviewing the account, we did make several errors with the secondary payor and the contractual discounts were not applied correctly. Subsequently,  we did not bill the patient for the correct amount.  We will be waiving the patient responsibility and contacting the patient with a zero balance letter.  We have also notified ************ to close the account.

  Customer Answer

  Date: 03/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************