ComplaintsforBenchMark Physical Therapy

• Initial Complaint

  07/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I was told to try physical therapy by my dr after a car accident in november of 2021 severely affected my back. I saw them quite a few times during which I had to change my insurance due to my parents switching insurances, then myself getting my own insurance. After finishing my course of treatment over a year ago, I have had ongoing issues with their billing department multiple times. It has caused me severe emotional distress as I have had to fight to confirm ive paid my part of services. Today 07/10/2023 I recieved a final warning bill for $370 (for date of service 01/19/2022 when I had my own insurance) stating if unpaid id be sent to collections in 10 days which was addressed to my father, not myself. This is a hippa violation. When addressed, they said their billing system was behind and my balance was zero so disreguard the letter, and there may have been confusion because I had previously been on my fathers insurance. This is all incredibly unprofessional and has caused me immence stress in dealing with. My father does not have permission to have access to my patient information and all of this has gotten me really upset.

• Initial Complaint

  06/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When my wife first started at Benchmark Physical Therapy she asked if they were in our insurance network. She went for 7 sessions with only paying a *** copay. 3 months later we get a bill for ********* When we called our insurance company, they informed us that Benchmark Physical Therapy is OUT OF NETWORK. As a result, we are on the hook for the full payment because we were LIED to by Benchmark Physical Therapy. Please advise anyone using this business to check for yourself to see if they are in network because clearly they have no problem lying to their patients.

  Customer response

  06/15/2023

  Update: Benchmark has worked on communicating with our insurance company and the situation is now resolved. I appreciate Benchmark working with us on this situation and will retract my previous complaint.

• Initial Complaint

  05/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 1-26-23, I paid Benchmark ($20.47) for services, through their online payment portal. I paid with my CC, but the system froze. I paid again, with a different CC and the system froze again. When the site refreshed, it did not show my payment, so I submitted the CC again. So, in total 3 CC payments. The system still did not show it was paid, so I sent a check out the next day. I checked our CC & the 1st payment was taken on 1-26-23 for $20.47, & refunded to my CC on 1-31-23. The 2nd CC, 2 payments were taken – both on 1-26-23, then 1 refund on 1-27-23. After all the CC payments and refunds, we did pay 1 time with our cc of $20.47 on 1-26-23. I called Benchmark and explained the situation They said the system had issues and they had numerous customer complaints that day with their online payment system. I was told that as soon as they received my check they would send a refund to me as it would be a double payment. After numerous phone calls of no help, I sent an email with a copy of the canceled check that showed a clear deposit stamp on the back of the check from that company with their account number. I've called since and they refuse to refund my money. I called my bank at the end of April 2023, and they sent a copy of the check to Benchmark that clearly shows they cashed the check from my account. I spoke to Benchmark on 5-9-23 & was told there were no notes in my account that they received the 2nd check copy. It is completely ridiculous that Benchmark thinks they did not cash my check when I have proof that they did. There is no way for me to talk to their accounting department myself. If the tables were turned and I owed them money, I would be paying interest and late fees. They have had my money since January/February and REFUSE to refund my $20.47 which is clearly mine and I have shown proof that the company CLEARLY deposited my check into their account. I would like my money returned.

  Business response

  05/17/2023

  At BenchMark, our goal is to provide remarkable services to consumers. We regret that was not this consumer's experience. A member of our Customer Support leadership has been in contact with the consumer to work toward a resolution.

• Initial Complaint

  12/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My primary doctor suggested that I try physical therepy for my back, the appt was made. I called the office and asked what my copay would be and if they accepted the "carecredit credit card". the women told me to call back in a few days and she would be able to tell me what the copay would be and that they do accept the carecredit cc. I called back and was told my copay would be 30.00., I went to my first appoiintment, which lasted maybe 1/2 hour. the office tried to charge my credit card and said she was having issues getting the charge to go through, she told me to call the next day during regular business hours as she wasn't really familiar with processing credit cards. I called the next day and was told that they do not take care credit cards ? and they would send me a bill in the mail, well I received a bill for $287.00. I immediately called the number on the invoice and explained what happened, I was told that they would look into it and email me. I never received an email or phone call, so I called back and was told that the claim was reviewed and I would have to pay the full amount as I signed a form stating I would pay any co-pays. I agreed to pay $30.00, not $287.00, I would have never gone to that first appointment. Not to mention I was told that they take the carecredit credit card and then after the fact telling me they do not. I do not feel that it is fair to be told a price and then charge you over triple that amount. This all happened in the Jonesborough TN office

  Business response

  01/16/2023

  Business Response /* (1000, 5, 2022/12/19) */ At BenchMark Physical Therapy, our goal is to create exceptional experiences. We regret that the consumer feels we fell short in this instance. A member of our Regional Clinical Leadership will be reaching out to the consumer to work towards a resolution. Consumer Response /* (3000, 7, 2022/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a voicemail from I returned her call & left message. I have not heard back from her. Business Response /* (4000, 9, 2022/12/28) */ Our Regional Director, *****, spoke with the consumer. Options were offered, but consumer felt that conversation was resolution enough. Consumer Response /* (4200, 11, 2022/12/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have no idea who is nor did I speak to her, this shows how unorganized this company is. Business Response /* (4000, 18, 2022/12/29) */ Please accept my apologies for the error in my response. I have notified our leadership team that this issue has not yet been resolved, and that the consumer would like a return call. The situation will be monitored for a response. Consumer Response /* (4200, 20, 2022/12/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have no problem paying the $30.00 that I was told when I called prior to coming in. I will not pay what I am currently being billed for. Business Response /* (4000, 22, 2023/01/03) */ Our leadership team will work with you towarda a resolution. This information has been passed on to them.

*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. ↩