Complaints

• Initial Complaint

  07/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was required by my Nuerosurgeon to do a few PT sessions to satify insurance requirements before going into Lumbar Fusion surgery. I contacted the Fyzical location at *******************, as this was a location that my wife was using the year prior. My wife, who is on my same insurance plan, was paying $45 copay each visit last year. When I went in, they only charged me $5. I questioned that amount multiple times with Janette at the front desk. She assured me that it was $5 per visit and that Fyzical must have been put on Florida Blue's preferred provider list. I went to 5 sessions total... only because it was $5 each visit as I enjoyed some of the massage aspects of the therapy although it gave me no pain relief whatsoever. I would have only gone 2 or 3 times if I was paying the $45 each visit to satisfy my insurance company. These visits started Feb. 2nd and ended March 2nd 20222. I had a L4-L5 Lumbar fusion on April 4th. Fast forward to July 1st. I get a bill in the mail for $196.80. Apparentely each visit copay was $45. I tried 4 times to call their billing dept at XXX-XXX-XXXX and left a message twice for Brandy (who never even identifies as Fyzical billing dept) on 7/5 and 7/7. I then call a local branch of Fyzical and ask for another number to call as Brandy isn't calling back. They tell me to try Kim at XXX-XXX-XXXX. Again, voicemail with no identification. I leave a message for her on 7/7. Its 7/18 and I've still never received a call back. This is their mistake and I refuse to pay for it. I've tried contacting the billing department and they will not return my call. I feel this is disceptive business practices on their part to make my visits seem more affordable.

  Business response

  08/31/2022

  Business Response /* (1000, 13, 2022/08/12) */ Contact Name and Title: Stephanie H. Contact Phone: XXXXXXXXXX Contact Email: *******************@fyzical.com The patient was provided a courtesy quote from their insurance and as the quote states, it is not a guarantee of benefits and simply a quote. We are sad to see that the patient's insurance provided an erroneous quote but this is the patient's insurance and if they do not agree with the quote or the way their claim was processed they are more than welcome to contact their insurance to discuss. We strive to make sure patients are given advance notice of the copays quoted but the insurance themselves do not guarantee this information until claims are processed. We are bound by the contract and are unable to discount the copay for the patient's plan . Consumer Response /* (3000, 19, 2022/08/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please show me the quote you received from Florida Blue that lead to you charging me the incorrect copay. I feel Stephanie's response is a slap in the face and takes no responsibiltiy for their business's actions. To receive a bill 4 months after treatment, get no response from the billing department whatsoever after 4 phone calls, and be misled at time of treatment as to the cost even after questioning Janette about it (Fyzical staff are the professionals, not me) is disceptive practice. I would like a billing adjustment. If their deceptive practices force me to pay this bill, I will take Stephanie and Janette to small claims court in Lee County and demand the billing cost & $80 court filing fee. Consumer Response /* (3000, 20, 2022/08/16) */ Please show me the quote you received from Florida Blue that lead to you charging me the incorrect copay. I feel Stephanie's response is a slap in the face and takes no responsibiltiy for their business's actions. To receive a bill 4 months after treatment, get no response from the billing department whatsoever after 4 phone calls, and be misled at time of treatment as to the cost even after questioning Janette about it (Fyzical staff are the professionals, not me) is disceptive practice. I would like a billing adjustment. If their deceptive practices force me to pay this bill, I will take Stephanie and Janette to small claims court in Lee County and demand the billing cost & $80 court filing fee. Consumer Response /* (4200, 24, 2022/08/29) */ (The consumer indicated he/she had nothing new to add) Fyzical continues to prove to its customer that they are unresponsive when they created a problem that needs attention. I have received no calls or satisfaction.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The details of the dispute are as follows: -The service dates are 01/25/22, 01/27/22, 02/08/22, 02/10/22, 02/15/22, 02/17/22 and 03/02/22. -The total amount in question is $140.00. Priced at $20.00/visit. -The service rendered was physical therapy for four herniated discs. -The crux of the dispute was that the receptionist/insurance administrator/accountant promulgated to me that my health insurance, United Health Care, was not longer charging a co-payment for my therapy. I took her at her word and was not charged a co-payment for my ensuing therapy sessions. On 07/03/22 I received a bill from the Fyzical accounting department that I owed $20.00 for each of the seven sessions where I was not charged the co-payment.. A total of $140.00. I am disputing the amount as they, Fyzical, promulgated to me that the insurance did not require a co-pay. Indeed, a case could be made that telling me that and planning to bill me at a later date could be made that Fyzical employed a "Bait and Switch" tactic. Still illegal! -I have tried to call the number on the bill received to resolve this dispute and Got what appears to be person's personal phone. There was not indication that I was calling the Fyzical accounting department. I have gone to the branch office where I received my therapy but the person who told me there was no further co-pays for me was not there on that day. The result is I don't even know who to talk to. -The bill/statement number in dispute is PS-4707. Thanks you in advance for your assistance in this matter. **** *****

  Business response

  08/26/2022

  Business Response /* (1000, 13, 2022/08/12) */ Contact Name and Title: Stephanie ********* Contact Phone: XXXXXXXXXX Contact Email: *******************@fyzical.com The patient was provided a quote of benefits that their insurance provided. This information is not created by us. The insurance themselves do not guarantee the quote until claims are processed. This is explained to the patient in both written and verbal form. The patient is more than welcome to call the billing number listed on their statement for more assistance but if the patient disagrees with the quote the insurance provided or how they processed their claim, they will need to discuss with their insurance plan. Consumer Response /* (3000, 15, 2022/08/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Fysical has a policy of payment at the time of service. THEY did not charge me for the copays at the time as THEY said that due to changes in my insurance coverage, due to the new year, that I was covered 100% for my continuing therapy. I am attaching a copy of the the letter I have sent to Mr. Belmont, CCEO, Fyzical requesting a review by a higher authority. Business Response /* (4000, 17, 2022/08/16) */ Our sincere apologies for any confusion but the copay due is determined by the patient's plan upon processing claims. Claims are not billed to an insurance company until the services are rendered. Once the claims were processed by the insurance, they determined a copay is due from the patient. This portion due is determined by the patient's plan, not our office. We are bound by the insurance contract to collect the amount from the patient. The patient is able to make monthly payments of $20 a month if that provides relief rather than paying the balance in full. Consumer Response /* (4200, 19, 2022/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The only prices I was quoted was by Fyzical. All services rendered before 01/04/2022 had a copay of $20 which was paid at the time of service. After 01/04/2022I I was told by the Fyzical bookeeper that the insurance company was covering 100% of the therapy and there was no longer a copay. I never received any "quote" from the insurance company. I was told by Fyzical what I owed and then what I didn't owe. Clearly, the bookkeeper was in continuous contact with my insurance company; not me. I never received any notice from my insurance company that the copay, whether right or wrong, was not collected by Fyzical. The first notice I received was the 06/29/2022 Fyzical bill. Nearly four months after treatment was terminated. I shall await the response to my letter sent to Mr. Brian Belmont the CEO of Fyzical, LLC. A copy of this letter has been made a part of the complaint.

*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. ↩