Complaints

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:10/21/2022

  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 had a physical therapy assessment on 8/23. It cost $155. They never called to schedule my appointments, claiming to be waiting for insurance approval.After about 3-4 weeks, I called their office and my insurance company. My insurance company had not received a claim from them. The clinic confirmed the date they submitted the claim, three weeks after my assessment.I called the clinic one last time on October 14, one week after my insurance sent the clinic their approval and seven weeks after my assessment. I asked why they hadnt called me when they received approval. They told me they had also been waiting for a physician referral (which they had, but still did not call me to schedule). I asked to be refunded the charge for my assessment since this took too long, they didn't communicate with me, and the office made no effort to get me started in a timely fashion. When I spoke with the doctor said no because he "rendered service" and even though he owns the clinic, has no power to issue refunds. He said I didn't understand the "shades of gray" of the insurance industry and there is nothing he could do about it because of "law and policy." He blamed my insurance company, then blamed me for not knowing that they needed my doctors referral. He came close to accusing me of lying about not receiving proactive communication from his office as well as the number of times I called, while at the same time claimed to have no information about my situation.The service the doctor rendered at the appointment was an assessment and a couple minutes of electrical stimulation. This was just to develop a plan for my future treatment. I did not receive a benefit from the appointment. I do not think I should be charged and I know my insurance will allow a refund. Seven weeks is an outrageous amount of time to make patients wait to receive care, and just three weeks is too long to begin the process of working with a patients insurance.