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Initial Complaint
01/27/2025
Complaint Type:
Billing Issues
Status:
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.
I had 6 physical therapy sessions in February 2024. *** billed me for $720. I called their customer service on October 11 and December 02 and again today after I found out that they had turned my account over to a collection agency. On December 02 and again today I was advised by *** customer service that instead of billing my primary insurance ******** an error was made and my secondary insurance UMR was billed as the primary. I've written *** advising them of the error but have only received more $720 statements and then to have this turned over to *** for collection. I've used *** since 2015 and have never occurred this problem. **************** advised me on December 02 that he would forward the correct information to the billing department which apparently didn't happen. I don't owe *** anything and now my excellent credit score is in danger because of an error on their part.
Business response
02/04/2025
Dear Mr. ******************* response is in reference to case #******** submitted on 1/29/25. A thorough review of your chart was conducted. Your concern was escalated to our Billing Team Supervisor team. It is our understanding that **** ******************** contacted you and is working with you and your insurance to address the concerns you voiced. *** regrets the frustration that has occurred with this process and appreciates your patience as we address the concerns.
ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional concerns or questions, we kindly ask that you call our *************************** at 855-MY-ATIPT *************).

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
01/03/2025
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was told by *** my insurance would cover my sessions from July 23, 2024 - August 1, 2024 and then on August 4, I received a call from the lady at the front desk alerting me I was no longer in network. Then I got a bill for $615 in December telling me I had to pay it. They told me they sent me multiple bills in the mail, but I only received this one in December and now it is going through *** debt collector and the bill is accruing interest daily. They also never called, texted, nor emailed me regarding this bill. When I called *** customer service, the specialist told me theyd been getting a number of calls from patients with the same problem but that *** is not liable since its ultimately the patients responsibility. This seems unjust since the first thing these establishments do is check your insurance card to make sure your plan will cover your visits. All in all *** is extremely unprofessional and unfortunately exhibits incompetent behavior so I will never be going to this place or any other establishment with **** name attached to it ever again.I dont believe I should be charged for their mistake, at the very least there should be a co pay option since my insurance is in network and my plan is ****** actually traumatized by this event and am scared to go to any physical therapists since they obviously dont understand what insurance plans they take and dont take.
Business response
01/20/2025
Dear Ms. ******************* response is in reference to case #******** submitted on 1/3/25. A thorough review of your chart was conducted. Your concern was escalated to our Billing Team Supervisor team. It is our understanding that **** ******************** contacted you and found resolution regarding your concerns. *** regrets the frustration that has occurred with this process and appreciates your patience as we addressed the concerns.
ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional concerns or questions, we kindly ask that you call our *************************** at 855-MY-ATIPT *************).

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer response
01/20/2025

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.

Sincerely,

****** ******
Initial Complaint
12/17/2024
Complaint Type:
Product Issues
Status:
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.
September 2024. Nature of medical issues: Stenosis, bulges, nerves compression from Cervicals + Lumbar 3-5 + S1; pinched nerves; *******************, and essential hand tremors.Treatments with ******* *****, at ***, increased/added pain. *** was paid by UnitedHealthcare Dual Complete.Since I received no help and more pain from ***, I went to self-paying another PT where I am experiencing some help.I believe *** should refund UnitedHealthcare Dual Complete and refrain from treating patients when they do not have the competence to do so.Nothing more to add at this time.
Business response
12/26/2024
Dear Ms. ********************* response is in reference to case #******** submitted on 12/18/24. A thorough review of your chart was conducted. The services provided and billing performed were in accordance with industry standards and the documentation supports the appropriateness of treatment in relation to your condition and the diagnosis. Physical therapy is used to address range of motion,flexibility, muscular or soft tissue dysfunction, strength, balance, gait, and functional deficits. However, there are times where physical therapy may not progress as expected.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional concerns or questions, we kindly ask that you call our *************************** at 855-MY-ATIPT *************).

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer response
12/26/2024

Complaint: 22701019

I am rejecting this response because my health is not a matter of "industry standards" but personal to me. What I know is that ******* ***** insisted I do exercises that caused me more pain than what pain I was already having; that she told me I had to do the exercises she was giving me anyway despite the increased pain and the additional pain.

Sincerely,

***** Goullard
Business response
12/31/2024
Dear Ms. ********************* response is in reference to case #******** updated on 12/27/24.Our review of the documentation indicates that the treating therapist was aware of your pain reports and attempted accommodation. Our documentation supports that the treatment was adjusted and modified based on your presentation in the clinic. *** regrets that you feel physical therapy did not improve your symptoms,but we confirmed that the treatment provided was appropriate and consistent with your diagnosis and presentation. As stated previously, there are times where physical therapy may not progress as expected.
ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional concerns or questions, we kindly ask that you call our *************************** at 855-MY-ATIPT *************).

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
12/12/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I visited *** PT on 11/11/24, 11/14/24 and 11/18/24. I paid $10 copay at the start of each visit. ****** submitted the claims with ****** ********* as the provider instead of ******. When I scheduled my first appointment on 10/31/24, I called ATI PT; they took my insurance information. Then called back and said everything was approved with *** and I would be responsible for my co-pay of $10. On 11/11 I received a call from ****** advising me they received the *** referral and that I could come in for my initial consultation and PT that day. *** assigned me to ****** ********* as my PT. I went on to have two additional visits on 11/14 and 11/18. During my 11/18 visit, I was informed that the claim for the 11/11 visit was denied.I called UHC on 11/19 to find out why; ATI PT had received the *** referral and because ****** had called to verify my insurance on 10/31. I was told that ****** is In Network but they couldnt find ****** *********. I was told to have ****** resubmit the claim under the company name ******. On 11/26, I contacted ***** at *** PT and explained everything to her. She advised that she would send a ticket to their investigation team and have them resubmit the three claims under *** PT instead of under their PT ****** *********. On 12/11, I received notice from *** that two of the three claims were resubmitted and denied again because they came through under ****** ********* the PT and not under ATI PT. I called ATI PT again to find out why they didnt change the name and resubmit. ***** told me all she could do was give me a self-pay amount so I can pay my balance. I told her no thank you and requested a Manager. I was put on hold for another 20 minutes then ***** came back and said she would put me in the callback que. As of 8:00pm on 12/12 still no call back. I also sent an email to my PT ****** ********* and asked her to intervene with her claims department to get these three sessions resubmitted under *** PT not under her name.
Business response
12/26/2024
Dear Ms. ****************** response is in reference to case #******** submitted on 12/16/24. A thorough review of your chart was conducted. Your concern was escalated to our Billing Team Supervisor team, and they are currently working with your insurance company to resubmit claims for processing. Your insurance company indicates that it can take ***** days for processing. *** regrets the frustration that occurred with the billing process.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional concerns or questions, we kindly ask that you call our *************************** at 855-MY-ATIPT *************).

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer response
01/01/2025

Complaint: 22680966

I am rejecting this response because: Ive heard this before; that they would review my file and resubmit correctly but the problem hasnt been resolved so I wont believe it until it is actually resolved. I know they indicated that *** said it would take ***** days for processing.
But as I indicated in my complaint On 11/26, I contacted ***** at *** PT and explained everything to her. She advised that she would send a ticket to their investigation team and have them resubmit the three claims under *** PT instead of under their PT ****** *********. On 12/11, I received notice from *** that two of the three claims were resubmitted and denied again because they came through under ****** ********* the PT and not under ATI PT.
As of today, there isnt anything pending with UHC on my account so what Im saying is I dont believe *** has submitted anything yet to resolve this matter. And I will not be calling them as their response says If you have any additional concerns or questions, we kindly ask that you call our *************************** at 855-MY-ATIPT *************). Because I have contacted the *************************** twice; once in November and again in December and they havent gotten this resolved yet.
Thank you for your time.

Sincerely,

******** *****
Business response
01/09/2025
Dear Ms. ****************** response is in reference to case #******** updated on 1/2/25. *** regrets the frustration that has occurred with this process. Our ******************** contacted you and will continue to work with you on the processing of the claims. We appreciate your patience.
ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional concerns or questions, we kindly ask that you call our *************************** at 855-MY-ATIPT *************).

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer response
01/16/2025

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. If they don't live up to their commitment to resolve this issue I might have to come back to you for assistance.

Sincerely,

******** *****
Initial Complaint
12/10/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We received a large bill after our first few PT sessions. I called and my daughter's account was marked as self-pay, I verified our insurance and was told everything was all set. We then got another bill a month later, again with no insurance coverage. I again called and was told our insurance was "inactive" which it is not. A supervisor was supposed to call me back, but never did. I had to call 3 more times including once with my insurance carrier on the phone to figure out why no claim has been filed. *** has still not filed a claim with my insurance and still has our account marked as self-pay. My insurance verified with me that they *** is in-network and we have PT coverage, so I know that is not the issue. *** just refuses to call our insurance to get whatever other verification they need, that they did not get when I had our insurance carrier call them. I have done everything I can and spent hours trying to get this fixed with no progress. This means our bill is going to be over $3000 when it should be a few hundred.
Business response
12/16/2024
Dear Ms. ********************* response is in reference to case #******** submitted on 12/10/24. A thorough review of your account was conducted. Our Billing Team recognized the account was incorrectly marked as self-pay. The account was updated with your insurance applied to your account. All claims were resubmitted to your insurance. ATI regrets the frustration that occurred with this process. *** will utilize your feedback to improve our services.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional concerns or questions, we kindly ask that you call our *************************** at 855-MY-ATIPT *************).

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer response
12/17/2024

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.

Sincerely,

**** ********
Initial Complaint
11/11/2024
Complaint Type:
Billing Issues
Status:
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.
Dear CEO I ******* ******* called ********** today requesting an invoice from the service Ive received. They refused to give me an invoice & keep telling me to get an itemize bill. After I specifically ask for the invoice While speak to supervisor *** July M so refuse to send me an invoice as well By sending me the itemized bill. . The itemized bill with my billing info on it & service is a violation of the ***** law & privacy act 1974 law. Account # ******** Service provided at *** location at **********************************************************
Business response
11/12/2024
Dear Ms. ******************** response is in reference to case #******** submitted on 11/11/24. A thorough review of your chart was conducted. Our review indicates that you currently have no balance on the account and thus we cannot send a statement or invoice. *** can provide an itemized bill.This information was provided to you via our Patient Advocate team.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional concerns or questions, we kindly ask that you call our *************************** at 855-MY-ATIPT *************).

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer response
11/14/2024

Complaint: 22539478
Dear *** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
I am rejecting this response. I ask for an invoice of service that you clearly refuse to give me something without my private information on it. I only request invoice or something with date of service & billing total.

Sincerely,

******* *******
Business response
11/21/2024
Dear Ms. ******************** response is in reference to case #******** updated on 11/14/24. As stated previously, *** categorically denies refusing to provide your information. A statement or invoice cannot be provided if there is no balance on your account. The itemized bill will include all dates of service and the billing performed.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional concerns or questions, we kindly ask that you call our *************************** at 855-MY-ATIPT *************).

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer response
11/24/2024

Complaint: 22539478

I am rejecting this response because:

Sincerely,

******* *******
Initial Complaint
10/18/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
*** has been sent everything they need for my assigned and require PT. They have not contacted me in regards to the doctors orders. I view this as being discriminated against me medically due to it being a ********* comp case. They should either ******* and tell me they don't want to help or call and help set everything up. The doctors orders even stated they were to call me not the other way around.
Business response
10/28/2024
Dear Mr. ********************* response is in reference to case #******** submitted on 10/20/24. A thorough review of your account was conducted. Our records indicate that *** contacted you to schedule on 9/17/24,9/18/24, and 9/19/24 and was unable to schedule you at that time. Our records also indicate that you are now scheduled for an evaluation. *** categorically denies the allegations you mentioned in your complaint.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. Please contact our Patient Advocate team at 855-MY-ATIPT,option 2, with any additional concerns.

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
10/11/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
So I started physical therapy with *** recently and was told my copay is $10 this is what I have been paying now all of a sudden I owe $900 after 4 or 5 visits you guys need to take care of this because this was miss leading hopefully this doesn't go on your credit I would have never started ATI physical therapy or any other physical therapy if I knew I had to pay hundreds of dollars per visit I will not be back this is crazy I'm barely getting full hours at work and you guys are lying to people about the amounts they have to pay and then come up with the big Bill you guys should clear my bill out.
Business response
10/28/2024
Dear Ms. ****************** response is in reference to case #******** submitted on 10/14/24. A thorough review of your chart was conducted. A review of the billing and documentation performed shows that all treatment and billing fall within industry standards.

Insurance benefits are verified as a courtesy to our patients at the start of care. It is ultimately the responsibility of the patient to be aware of insurance coverage, limitations,and terms and conditions of their policy. Additionally, *** provides a Notice of Financial Responsibility which reviews potential deductible, co-payment,co-insurance cost, and/or limits placed on treatment from the insurance company.This notice reviewed your unmet deductible and stated that, At a minimum, we will collect $10.00 at each visit as a downpayment toward any future potential responsibility. This is not your final bill; you will receive a statement once insurance processes your claim(s).

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. In many cases, *** can offer an interest-free payment plan. Patients may set up a payment plan online at **************************** or by calling the *************************** at 855-MY-ATIPT *************).

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
10/07/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was seen as referred by local physician, and staff at the local ATI physical therapy(***********)advised that I was approved, with no co-pay or out-of-pocket liability for payments for treatment other than my insurer's payment from November 29, 2023 through January 22, 2024; these visit approvals went on weekly throughout the course of treatment, and on my last visit I was advised that the insurer had a hard stop- that is that no further visits were approved. On receiving the statement today(nearly 10 months later), and calling to speak with billing at ***, I spoke with Remy, who advised that *** is out-of-network for United HealthCare Community ************* and thus no coverage existed(despite local coordinator/manager at the ******** location stating that the visits were covered; I know this as I asked on every visit). I find this strange, as the first 7 visits were covered in full as shown on the statement, and payments on the other 9 visits show a portion paid/adjusted.
Business response
10/15/2024
Dear Mr. ******************** response is in reference to case #******** submitted on 10/7/24. A thorough review of your chart was conducted. Our records indicate that claims were not properly processed resulting in a bill for services. The account was adjusted, and the remaining patient responsibility was removed from the account, and the account was closed. *** regrets the frustration that occurred with this process.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct and will continue to offer the discount provided by our Patient Advocate team. Please contact our Patient Advocate team at 855-MY-ATIPT,option 2, with any additional concerns.

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
10/04/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 9/30/2024, I received a bill from ATI Physical Therapy. The bill is $1,087.37 for services provided between 7/21/2023 and 8/15/2023. This is an attempt to defraud me.Apparently, *** was overcharging me for the length of my visits in 2023, fraudulently going beyond the limits of my insurance. I did not know about this until I got a bill over a year later. I would never allow service to exceed insurance limits; I was already paying the co-pay and COBRA on an Uber driver's salary. Essentially, that means I had very little money (still true). From the moment I walked in **** door for service, I was explicit that all services had to be within the insurance limits and I was assured that would be the case, with the co-pay being the lone exception. But then I get this bizarre bill from them, over a year later.Ive spoken to *** corporate on multiple occasions. *** corporate does not care about the charges being fallacious. They arent attempting to resolve (or deny!) a blatant billing error.Instead, their logic is that I didnt catch the mistake at the time of service and therefore the charges now become legit.Much of ATIs behavior and assertions fail basic logic. Why would I willingly go over my insurance limits? This isnt an accidental extra day they are claiming at the tail end of ***********. They are claiming I went overtime on multiple days as if the therapy that day wasnt enough for me and I needed extra at my own expense. Why didnt they charge me when I was paying the co-pay? Why did they wait over a year to bill me? The answers dont matter because it's just a blatant scam. Abuse of the healthcare system is extremely disappointing to see. Now I have to weigh accessing healthcare against potentially becoming the victim of a scam and fighting against a corporate giant.
Business response
10/15/2024
Dear Mr. Graves,

This response is in reference to case #22379149 submitted on 10/4/24. A thorough review of your chart was conducted. Our records indicate that our Billing Department has contacted you with a resolution to the concerns on the account. ATI regrets the frustration that occurred with the process.

ATI Physical Therapy continues its commitment to honesty, integrity, and upholding the highest standards of professional conduct and will continue to offer the discount provided by our Patient Advocate team. Please contact our Patient Advocate team at 855-MY-ATIPT, option 2, with any additional concerns.

Dan Sturgeon, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer response
10/16/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22379149, and find that this resolution (resulting in no charges) is satisfactory to me.

Sincerely,

Patrick Graves

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