Complaints

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  To whom it may concern. Hello, my name is ******** ******. On June 16, 2021, I had surgery on my right shoulder, after which I was referred to Golden Bear physical therapy to receive therapies. In the evaluation on July 6, 2021, I clearly told them that I had received therapy elsewhere for my right shoulder that same year that I did not know how many therapies the insurance covered. It was my main concern. They told me that they were in charge of talking to the insurance company and making sure how many appointments I had for the year. They didn't tell me that I should call the insurance company to ask, they said we'll take care of it and then they say that I have to pay $360 for two appointments that the insurance did not cover because they were two more appointments than what the insurance covered. I finished the therapies on December 22, 2021. I do not agree because they are blaming a patient for a mistake they made. They assured me that they would contact my insurance company to find out how many therapies I still had left, and based on that, they would schedule my appointments. Then they put those extra appointments and they want me to pay for them. In addition, they have records of all the times I called to fix that, why they were charging me, they only told me that they were going to contact me later and nobody contacted me. I personally went to tell them that I needed to speak to the person in charge and they did not return my call. The secretary sent them emails several times and called them leaving messages and they didn't call me. Once I called them, someone told me that the manager was not there but she told him to tell me to pay $100 and that was it and I agreed. I was going to receive a paper where it said that I had to pay $100 and it did not arrive. The last of December, I received another charge of $360, not what we had already talked about. On January 4, 2023 I called them again and the secretary told me that I had to pay $200 and I told her that they had already told me that I would pay $100 that they were going to send me the bill and she said that that was what I had told her. I asked him to please speak to the person in charge of that, and until now, no one has contacted me.

  Business response

  01/26/2023

  Good morning - 

  
  

  Please be informed that I have reached out to Ms. ****** to discuss her complaint. I first reached out to her by phone on 1/23/23; however, her voicemail was not setup and I was unable to leave a message. Therefore, I sent her an email asking her to please call me direct. As I had not received a response, I tried calling her today, but the person who answered did not speak English.  At this time, I am going to have one of our Spanish speaking team members contact her.  I will respond with our resolution just as soon as we are able to speak with Ms. ******.

  
  

  Kind regards,

  ***** ****

  Golden Bear Physical Therapy      

  Customer response

  01/31/2023

  ID 18****81

  Golden bear physical therapy contact me. We came to an agreement that I am going to pay $100, and that will close the case. They said in five day's they'll send the bill, today is the fifth day, and I have not received a bill yet.

  
  

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