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:07/10/2025

  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.

  Over the course of my visits to your clinic, I consistently paid the required copay at each appointment, as instructed. After meeting my annual deductible, I was explicitly told by your staff that I would have a $0 copay and owe nothing for any remaining visits within the calendar year.Nearly a year later, I was surprised to receive this large balance without any prior notice or explanation of a billing error or policy change. It is both unexpected and frustrating, especially considering that I proactively verified my financial responsibility during the course of treatment.consistently paid the required copay at each appointment, as instructed. After meeting my annual deductible, I was explicitly told by your staff that I would have a $0 copay and owe nothing for any remaining visits within the calendar year.Nearly a year later, I was surprised to receive this large balance ($814) without any prior notice or explanation of a billing error or policy change- just simply a text stating what I owe. It is both unexpected and frustrating, especially considering that I proactively verified my financial responsibility multiple times during the course of treatment. In addition I have spoken twice with the Arrosti billing department only for them to tell me they will review the case and get back to me. Instead of getting back to me I simply get text another large bill for services that I was told MULTIPLE times that it was covered. - not ok.

  Business Response

  Date: 07/15/2025

  Dear ***** ******,

  We appreciate your bringing your concerns to our attention. After conducting research on your billing, we have discovered a discrepancy between our systems that we use to verify benefits. This discrepancy has caused error in your billing process. As a result, we have removed all balance from your account. A member of our team will be reaching out to you shortly to explain further and answer any questions you may have.

  We sincerely apologize for the inconvenience this might have cause. 

   

  Sincerely,

  Airrosti PAT **************

• Initial Complaint

  Date:03/28/2025

  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 March 19th I was quoted my estimate for Airrosti services after providing the verification team with my insurance information as $50 for the first 1-28 visits and $228 after the 1st 20 visits. I was comfortable with the $50 so I booked an appt. and saw a provider on March 21 and March 25, 2025. I have since recieved a bill for $228 for March 21 and $228 for March 25. After speaking with billing offices they stated that it looked like the amount was applied to my deductible instead. I had a 3 way call with my insurance and Airrosti billing office and discovered that I was quoted for chiropractic services because the Airrosti provider is a chiropractor but was then billed for physical rehab services. The quote I received was never for physical rehab services. These Airrosti providers are chiropractors and not physical therapists so I do believe their is a huge discrepancy between what was initially quoted and what was billed. Quoted for one service then billed for a different service. I believe they misrepresented their services/billing for their services and now instead of owing $50 for each visit I owe $228 for each visit. I did pay the quoted $50 at each visit so they are attempting to collect an additonal $178 for each of the 2 visits

  Business Response

  Date: 03/31/2025

   

  Dear ******* ******,

  Airrosti would like to extend our sincere apology for any hardship this situation has caused.  We have researched further on your billing and pending balance and decided to remove the remaining balance from your account. We hope this closes out the matter on your end. If there are any further questions or concerns, please do not hesitate to reach out.

  Sincerely,

  Airrosti PAT ********************

  Customer Answer

  Date: 04/02/2025

  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:03/07/2025

  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.

  The treatment I received was excellent. However, my experience with billing was absolutely terrible. I paid my for the first visit up front and was told that I still needed to have my insurance verified. This occurred before my second visit. I was then told it would cost $28 per visit ($196 for 7 visits less than the cost of one visit). After a month and multiple visits, I was informed that my bill was over $1400 for 7 visits. Basically, I was charged over 7x the amount communicated well after the visits were completed. The timing itself is questionable. Why wait until my treatment was pretty much completed to tell me the cost was astronomically more than originally verified by insurance? As much as I love the provider himself, I have zero trust in this companys financial efficacy or processes whether intentional or not.

  Business Response

  Date: 03/11/2025

  Dear ****** *******, 

  Airrosti would like to extend our sincere apology for any hardship this situation has caused. We have researched further on your billing and pending balance and decided to remove the remaining balance from your account. A member from our team will be reaching out to shortly to advise accordingly.  We hope this closes out the matter on your end. If there are any further questions or concerns, please do not hesitate to reach out.

  Sincerely,

  Patient Advocate Team

  Customer Answer

  Date: 03/11/2025

  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:01/27/2025

  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.

  Had two sessions with them in Jan. 14 and the 20th. Before the appts, they sent me a quote that showed I would be paying more than the copay. I called my insurance company and they did a three way call with myself and Airrosti to verify benefits as I knew physical therapy should be covered 100 percent. My insurance company verified that i should only pay the copay amount only based on the fact it was physical therapy. Airrosti sent me a new quote showing I would only be paying the copay on my visits. After my second visit with them, I received two bills for the two appts equaling $302. I called my insurance company again and they did another 3 way call between myself and Airrosti. According to the insurance company, Airrosti had billed as chiropractor which is not 100 percent covered. Airrosti had not mentioned that in the first call, only said they would bill as physical therapy. They stated their drs are chiropractors practicing physical therapy. My insurance also agreed that Airrosti did not reveal that in the first call as they would have told us that chiropractic services are not 100 covered. I canceled my remaining appts with them as I am now stuck with this large bill which I dont think I should be responsible for as I called beforehand to verify that I would not be paying more than the copay. I canceled my remaining appts with them as I feel that they are deceiving when it comes to billing which is a shame because their drs were so great.

  Business Response

  Date: 01/29/2025

  Dear ******* ********,

  We thank you for reaching out to us with your billing concerns.  We have researched further on your billing and pending balance and decided to remove the remaining balance from your account. A member from our team will be reaching out to shortly to advise accordingly.  We hope this closes out the matter on your end. If there are any further questions or concerns, please do not hesitate to reach out.

  Sincerely,

  PAT Management 

  Customer Answer

  Date: 01/30/2025

  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:01/17/2025

  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've seen a fabulous provider in NE *****, but the back-office services may not be legitimate. When I first completed the paperwork to see him, I was told Id need to pay hundreds of dollars in deductible. Originally, understanding providers are not licensed therapists but DCs, and services are billed as chiropractic; I knew this was incorrect. I have a $15 copay for ** visits. I agreed to pay to get started while they straightened it out, and they did. I had a $15 copay. My insurance company changed at the beginning of the year, but my plan did not. Airrosti once again told me Id need to pay hundreds of dollars to meet a deductible. I called and pointed out this was a previous problem, but I was refused support. My appointment (much needed) was canceled because I would not agree to the fee structure. I asked for a supervisor to call me. I called my insurance and verified my chiropractic visits have no deductible. A day passed with no response from a supervisor. I called back and explained the problem. I asked for a supervisor. I was put on hold for 10 minutes, and no one returned. I hung up, called again, explained the problem, and asked for a supervisor. I was told Id be transferred to a billing supervisor. I received general support. I had to insist that this person find me someone to follow through. I was transferred to ****, who eventually agreed to call the provider's service number on my card. She called back and said they were told I have a $500 deductible. I called my member service number once again and asked them to call to get to the bottom of it. It turns out that Airrosti is trying to bill DC providers as physical therapy, which does have a $500 deductible. I am not entirely sure this is legitimate. I see other reports that the company may misrepresent services/qualifications to insurance companies. If this is true, I'd like my account adjusted appropriately so I can make an appointment to see my provider.

  Business Response

  Date: 01/21/2025

  Dear ******* **********,

  We appreciate your bringing your concerns to our attention. After conducting a thorough review of the situation, we want to assure you that we have taken your feedback seriously and carefully reviewed our processes. After reviewing your account and spoke with your insurance carrier. Your insurance carrier confirmed that your new year coverage applies deductible first for before any payment to provider. We've been informed that your new year deductible is $500. We regret to inform you that we are unable to adjust your account balance. 

  Customer Answer

  Date: 01/22/2025

  Complaint: 22825369
  
  I am rejecting this response because:
  
  My insurance plan did not change. The company did. The complaint is with regard to lack of transparency from the company. Everything on the website indicates the providers are chiropractors. Chiropractic billing for myself (and many) is a flat $15 per visit up to 24 visits each year. Billing for therapy is a $500 deductible with a copay percentage. All Ive ever paid, until now, is $15. How would I be able to differentiate if not informed?  There was no indication this was billed as therapy v. chiropractic, so like so many others that have reported billing issues, I am making sure the general public researching knows what to expect before making an Airrosti appointment. 
  

  Regards,

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

  Business Response

  Date: 01/23/2025

  Dear ******* **********,

  We just reviewed your account again. As we stated earlier, when your new insurance was provided, insurance was updated to meeting the $500 deductible first. If you would like to discuss further, please call us at ************. There are couple of options to explore:

  1.  We will have 3-way call with you and your insurance company to re-confirm your deductible. 

  2.  We can also offer you a reasonable payment plan.

  We look forward to speaking with you.

  Sincerely,

  PAT Management 

   

• Initial Complaint

  Date:12/09/2024

  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.

  Airrosti misrepresented their treatment claim to my insurance carrier in order to receive pre authorization for my PHYSICAL ***************** treatments, and gain my business as a client. I only had physical therapy visits available with my insurance carrier, NOT chiropractic visits. At no time did Airrosti explain that the were not licensed therapists, but rather chiropractors providing rehabilitation, and would bill my insurance for chiropractic care because they are NOT licensed physical therapists, but they are still billing me for treatment they knew would not be covered, because they misrepresented themselves to myself and my insurance.

  Business Response

  Date: 12/09/2024

  Dear ***** *******,

  Airrosti would like to extend our sincere apology for any hardship this situation has caused. We researched your account and realized that we had made an error. As a result, your remaining balance has been removed from the account. We hope this closes out the matter on your end. If there are any further questions or concerns, please do not hesitate to reach out.

  Sincerely, 

  Airrosti Billing Services 
  

  Customer Answer

  Date: 12/09/2024

  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:10/01/2024

  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 signed up to help resolve pain in my foot. I was told that this provider was in network and that my coinsurance was *****. Each visit (5) in total was paid. They received a denial from *** and are now charging me over 600 for services. THis is NOT patient responsibility and in fact my UHC sent a balanced bill detailing what is chargeable to me.

  Business Response

  Date: 10/03/2024

  Airrosti would like to extend our sincere apology for any hardship this situation has caused. We have reached out to the patient and communicated the remaining balance has been removed from the account. We hope this closes out the matter on your end. If there are any further questions or concerns, please do not hesitate to reach out.

• Initial Complaint

  Date:08/26/2024

  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 told at Airrosti office without insurance I will have to pay $213 per visit. So I decided to see if my insurance will cover this office visit so I got a quote for$50 per visit with insurance and up to 20 times per calendar year. After that Ill be liable to pay full amount of $213. After 2 initial visits to see my doctor to alleviate my back pain. Ive checked using the website to do my exercise that was given to me from Doctor visits. I was just scrolling through just to see what else was in my account just to find I have an outstanding balance. To find out whats going on I called Airrosti billing **** asking why this happen they told me to call my insurance, which I did. Then called Airrosti again just so they can tell we bill your insurance $400. Long story short they still billed me $213 per visit even though they claim my insurance. So whats the point of claiming my insurance. It feels like people are being scammed by Airrosti.

  Business Response

  Date: 08/26/2024

  Hello Thu *********************,

  We appreciate your bringing your concerns to our attention. After conducting a thorough review of the situation, we want to assure you that we have taken your feedback seriously and carefully reviewed our processes. After reviewing your account, we found a common misunderstanding about the contracted price with insurance vs initial billed amount. Hope below findings will answer your question:

  *    We correctly quoted $50 co-pay, if your insurance agrees to pay. 

  *   You had 2 visits. Your total amount for these 2 visits was $426. You paid $50 co-pay each time resulting your remaining balance of $426-$100= $326

  *   We billed your insurance company for $400. However, your insurance is contracted for rate of $213 per visit. We call it "allowable". We anticipated to receive allowable $163 after you've made your $50 co-pay for each visit ($213-$50 co-pay). 

  *   For your 2 visits, your insurance was supposed to pay us $326 ($163x2 visits). However, they did not pay us anything due to your deductible with them. Instead of paying us, they applied $326 to your deductible.

  *   We understand your concerns. As a result, we are submitting another request to your insurance company for $326. We call it "reconsideration request". If they honor our request and pay us, we will credit the amount to your account. If your insurance company decides to deny our request, you'll owe us the account balance. 

  Hope this helps. If you have further questions, please do not hesitate to contact us. 

  Thank you. 

   

   

• Initial Complaint

  Date:08/12/2024

  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.

  Airrosti confirmed my copay responsibility with my insurance prior to my visits to Airrosti. I have documentation with this information from Airrosti. I was also sent a text prior to each appointment confirming the same copay per visit I was expecting, so I was in agreement to proceed with the visits at the established copay amount. I went to the clinic for chiropractic help. The doctor confirmed he was a chiropractor per the document that was hung on the office wall. After the visits, I started getting billing notices that I now owed an additional $140.00. I notified the business contact numerous times that they needed to remove these charges as this was not what I agreed to in coming to the clinic or what was quoted in writing or noted on the text messages. They continue to email and text me this same $140.00 dollar amount. The initial quote was not documented at this higher copay and was not confirmed with my insurance at this higher copay ahead of the appointments. The doctor confirmed he was a chiropractor, so this is the service I believed I would be receiving.It is unacceptable to provide this document for clients to agree to and then charge for something entirely different after the appointments. I am asking for these added charges to be removed. If this had been quoted correctly in the first place I would not have gone to their clinic for any services as I would not have been in agreement to pay the high copay.

  Business Response

  Date: 08/12/2024

  We appreciate your bringing your concerns to our attention. After conducting a thorough review of the situation, we want to assure you that we have taken your feedback seriously and carefully reviewed our processes. 
  
  While we stand by our procedures as each of our price quite is an "estimate", we understand the importance of maintaining positive patient experiences. Therefore, to prevent any further escalation and to demonstrate our commitment to your satisfaction, we have decided to remove balance of $140 from your account. 

  Customer Answer

  Date: 08/12/2024

  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:07/22/2024

  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.

  All details are contained in my attachments. I sent a certified letter and have not received the receipt notification. I dont have access to the second billing which took place on 31 October but it is reflected on my credit card statement.

  Business Response

  Date: 07/23/2024

  Airrosti would like to extend our sincere apology for any hardship this situation has caused. We have decided to refund full requested amount to patient. We also advised patient accordingly.  We hope this closes out the matter on your end. If there are any further questions or concerns, please do not hesitate to reach out.
  
  *******************************