ComplaintsforRestoration Physical Therapy

• Initial Complaint

  04/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On **** I met with ******************, podiatrist at ****************************************. He wrote a Physical Therapy referral. I have used Restoration Physical Therapy many years ago when **************************** was my doctor. I received excellent care at Restoration and decided to go back. It is next door to Foot and **************** and is also very convenient. After my visit I went to Restoration and asked if they accepted my primary insurance and would they file my secondary. I still work and am not on ********* I gave them my drivers license and two insurance cards. Two women (not Krisitn) were working the desk. They made copies and stated yes to my questions. My first appointment was the following day at 7:30 am. Upon checking out, the front desk person, ******* tells me very directly that there are problems with my insurance, that my PCP needs to send a referral before any other appointments can be made. I call my PCP and I give them this information. However, I am thinking that this is not correct. This morning I call my primary insurance, and the representative verifies that I do not need the referral but preauthorization is required. I call Restoration and ******* literally yells at me saying I do need the referral. I ask her to call the provider number on the insurance card and they can explain it and she yells that that is not her job. Yet is is her job to interpret my insurance policy? She then yells that her manager will call me. I asked for his/her name and phone number and she would not give me the phone number. She then said I am hanging up now and hung up on me. I am already hurting. To be yelled at, treated like trash, not be willing to find a solution to a problem, and then hang up on a patient is terrible. ******* has changed my opinion of this facility and has set back my rehabilitation.

  Business response

  04/28/2023

  I contact ***************** on .4/17 to discuss the issues and I believe everything was resolved to her satisfaction. I had agreed to file her secondary insurance and made apologies to her for the behavior of our staff. It is not our practice to respond rudely to patients or anyone for that matter. 

  Customer response

  05/09/2023

  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.
  
  Regards,
  
  *********************************

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