Complaints

• Initial Complaint

  10/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I went to *** with a problem with my feet before I started therapy I was told that I was approved for ten visits shortly after I had to reapply for insurance (Medicaid)!I explained that to not only the staff but also called the headquarters and told them I had not heard if I was approved and could she check to make sure the visits were covered she assured me they were I explained I did not want to be responsible she again said no they are covered I did not hear from the state until the middle of June and I was not approved now four months later I get an email charging me for two visits I called and they absolutely took no responsibility I stopped going because it was no help they had a student working with me I would be left at times or told to walk side to side I was no better at all and wasn't happy having someone train on me I was extremely upset and the agent offered me twenty five percent discount and then preceded to tell me I had to make a payment in full immediately the place was chaotic, and did not help me at all and then they tell me it's covered and it wasn't

  Business response

  10/15/2024

  Dear Ms. ******************* response is in reference to case #******** submitted on 10/3/24. 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. Our records also indicate that treatment was provided by licensed clinicians.
  
  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. Our records indicate that you continued care despite your insurance coverage ending on 4/30/24. Since *** could not bill insurance for the treatment provided, the self-pay rate was applied to the remaining treatment sessions. Our ****************** offered a discount on services and that offer remains. Additionally, *** offers financial hardship discounts for services rendered when patients demonstrate the need to meet their financial obligations to ***. To learn more about our financial assistance offering and understand whether you are eligible for a financial hardship discount please contact our ******************************* at ************** or ************************************* 
  
  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

  Customer response

  10/16/2024

   
  Complaint: 22377452
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

• Initial Complaint

  09/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had an appointment with *** on Friday September 6th, 2024. *** called me 4 minutes before my scheduled appointment to cancel because the physical therapist called out of work due to being hungover. The employee who canceled my appointment promised he would have the manager reach out. The manager never did. I made another appointment with an *** at a different location. That location never verified my information, my insurance, or contacted me to inform me of that. Instead, they too cancelled my appointment last minute. I have called ATI 7 times and have spent 10+ hours of the phone for a simple appointment.

  Business response

  10/08/2024

  Dear Ms. Matt,
  
  This response is in reference to case #22325391 submitted on 9/23/24. A thorough review of your chart was conducted as well as an interview with the Clinic Director. Our records indicate that ATI unfortunately had to cancel an appointment, but ATI categorically denies the allegations you state in your complaint. With that being said, ATI strives to provide the highest quality of care in a friendly environment and ATI will utilize the feedback you provided to improve our services.
  
  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.
  
  Dan Sturgeon, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

• Initial Complaint

  09/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  9/4/2024 provided my insurance information to *** and THEY scheduled online and in person visits. On 9/26/2024 at 756am I was contacted by ******* at ATI Laveen to inform me that *** does not accept my insurance. (I had a 800am scheduled visit and was sitting in the parking lot) I have had 2 virtual visits and one in person - this was to be my second in person visit.Again, *** has had by insurance information and my phone number and email. They have never once contacted my until this morning regarding my insurance.I want billing adjustment to reflect that I will not be billed for the egregious mistake made by ***. The website states they accept ***** insurance.

  Business response

  10/08/2024

  Dear Ms. Hessel,
  
  This response is in reference to case #22325048 submitted on 9/23/24. A thorough review of your chart was conducted.  ATI’s Consent to Treat documentation states that, “It is ultimately your responsibility to be aware of your insurance coverage, limitations, and terms and conditions of your policy. Benefit verifications are performed as a courtesy.” Following our review, ATI determined that communication regarding your insurance benefits may not have occurred prior to starting and as a courtesy, in this instance, ATI has removed the patient responsibility from the account. ATI regrets the frustration that occurred.
  
  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

  10/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22325048, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Elizabeth Hessel

• Initial Complaint

  08/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I started physical therapy signed a form stating I was responsible for a $5 copay per visit.However after several weeks of therapy I received my first bill stating that I owed more than $2000.If I had been aware of this on my first visit, I would not have continued therapy at this clinic since $5 and over $200 some sessions more than $300 per visit is very significant difference taking multiple visits per week for several weeks. I feel cheated by ATI.They offer me 15%. That is not even close to the honest amount. Seem ATI are doing this with many many customer.

  Business response

  09/12/2024

  Dear ****************,
  
  This response is in reference to case #******** submitted on 8/29/24. A thorough review of your chart was conducted.  ATI performs courtesy verification of insurance benefits and reviews the expected cost with the patient through our Notice of Financial Responsibility. This notice reviews potential deductible, co-payment,co-insurance cost, and/or limits placed on treatment from the insurance company and this notice was signed. This notice reviews your unmet deductible, and that ATI would collect a payment towards that deductible. The notice also states, You will receive a billing statement for the different between any payments made upfront and the actual amount due.
  
  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

  08/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had services on 1/20/23 and 2/10/23 that I was billed a copy for for the first time on 7/1/2024. I called and spoke with billing on 7/2/2024 and was told I would get a call back. Never got a call back. Called 7/12/24 spoke with *** stated he would ********************* insurance I had as a secondary insurance at the time and in 30 days if denied this bill for $156.00 would be wrote off. I received a text message 8/6/24 for a collection agency professional *************** that informed me I was sent to collections on 7/1/24 that same day I was issues the first bill that I had until 7/15/24 to pay. I called today 8/6/2024 and was told my ****** insurance was still pending and I asked that my bill be pulled out of collections. I was told it was held for 30days. I asked for reference number to each call but was told "We don't do that". This is completely unprofessional! I had a PA through province medical and I had a copay card that would have paid any copays at that time along with ****** health care coverage. ******************** states health care has 1 year to file claim and bill the time limit has gone way past that and to send me to collections is strongly upsetting. This looks like insurance fraud after they where paid $2,225.50 from my insurance also the math on the bill does not add up. the 4 visits on the bill are $1589.56 but my insurance paid $2,225.50

  Business response

  08/13/2024

  Dear ****************,
  
  This response is in reference to case #******** submitted on 8/7/24. A thorough review of your chart was conducted.  ATI performs courtesy verification of insurance benefits and reviews the expected cost with the patient through our Notice of Financial Responsibility. ATI recognized that your secondary insurance, while provided on the first day, was not loaded onto the account and thus it was not billed at the time of service. Since timely filing has passed for your insurance, ATI has removed the remaining patient responsibility and removed the account from collections. ATI regrets the frustration this process has caused.
  
  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

  07/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am writing to formally complain about the substandard service I received from physical therapist ******* during my recent visits to ATI Physical Therapy at ********************************I initially came into ATI Physical Therapy about a month ago. Unfortunately, my first appointment was canceled by ATI Physical Therapy, and I had to cancel the second visit, resulting in a delay of about a month before I could reschedule.On Tuesday, July 16th, 2024, I finally had my first visit at 4:00 PM. ******* informed me that my file had been deleted due to HIPAA regulations, and he would need to contact my neurologist to retrieve my prescription. I was informed of a $25 co-payment per visit. Despite not having my prescription, I recited the treatment plan prescribed by my neurologist, which included electrolysis, massage, heat and ice therapy, stretching, and traction.******* dismissively stated that he had been working in physical therapy for eight years and was not going to perform traction. The session lasted only 30 minutes. ******* showed me a few exercises, applied a hot pack, scheduled my future appointments, and ended the session. Given the $25 co-payment and the expected hour-long session, I found this brief and inadequate visit unacceptable.Before my second visit on Thursday, July 18th, at 4:00 PM, I contacted my neurologist's office to verify whether ******* had called to request my prescription. I was informed that no such call had been made. I approached ******* at the front desk to express my dissatisfaction and reiterate that I wanted to follow my doctor's prescribed treatment plan. ******* falsely claimed he had contacted my neurologist and arrogantly dismissed my concerns. *******'s arrogance made me discontinue my treatment.Given the substandard and inadequate treatment I received, I believe I should not be billed the $25 co-payment, and ATI Physical Therapy should not bill my insurance for services that were not correctly rendered.

  Business response

  08/06/2024

  Dear ********************,
  
  This response is in reference to case #******** submitted on 7/21/24. A thorough review of your chart was conducted.  Our records indicate that your concerns were also received via our Patient Advocate team. ATI will provide a written response through that team by the end of the week.  
  
  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

  07/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I started physical therapy signed a form stating I was responsible for a $10 copay per visit. However after several weeks of therapy I received my first bill stating that I owed hundreds of dollars. When I cashed the billing department they told me that it was a mistake and that I didnt have a copay but actually owed 20% per visit. If I had been aware of this on my first visit I would not have continued therapy at this clinic since $10 and over $100 per visit is very significant difference taking multiple visits per week for several weeks. Despite the billing department admitting they made a mistake they refused to honor the original financial agreement.

  Business response

  07/26/2024

  Dear **********************,
  
  This response is in reference to case #******** submitted on 7/18/24. A thorough review of your chart was conducted.  ATI performs courtesy verification of insurance benefits and reviews the expected cost with the patient through our Notice of Financial Responsibility. This signed notice reviewed your unmet deductible and co-insurance cost once your deductible is met. This notice reviewed that ATI would collect a small fee upfront and that you would be billed the remaining amount. This notice states You will receive a billing statement for the difference between the payment made upfront and the amount your insurance allows for each visit.Additionally, our records indicate that our ****************** reviewed your insurance benefits with you and provided information regarding the co-insurance that is owed.
  
  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

  07/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was involved in a work related injury and needing physical therapy on my shoulder from 2019 to mid 2020. I received physically therapy at *** in ********************. This business no longer exist at this location. During that time I would speak with *** employee ********************* who was in charge of billing and setting up appointments. On a monthly basis I would talk to ***** about my treatments and wanted to make sure that my bills were being paid by Innovative Claim Strategies. ***** assured me that the bills were being sent and that I didn't have any outstanding bills. I also confirmed this with my case manager ********************* who works for Innovative claims. Towards mid 2020 I was told that ***** was no longer working with ***. I was told by an *** employee that *** was making cuts and having financial issues.Shortly after this, the *** building was closed in ***********. I then called corporate to make sure I had no outstanding balance and was advised that i did not. After that I spoke with my case manger ********************* who advised that all bills submitted by *** have been paid. Now comes June of 2024 and I'm settling my work claim and have my lawyer from ***** and ***** law firm representing me. Now I go to settle my case my work related injury case only to find out that *** did have an outstanding bill of $7640.57 and was advised that I went over my allotted treatment for this injury. *** never advised me of this yet continuing scheduling appointments for me. *** used deceptive practices and were financial trouble and used me and kept billing me without my knowledge, my case manger knowledge, or my lawyers. In order to settle my claim, my lawyer had take $7640.57 out of my settlement. I'm seeking that money be paid back to me.

  Business response

  07/29/2024

  Dear ************************,
  
  This response is in reference to case #******** submitted on 7/17/24. Our Director of Compliance and Audit performed a thorough review of your account and documentation. The review of the documentation shows that all treatment and billing fall within industry standards and the billing is accurate. ATI denies all allegations of deceptive practices. Since the Guarantor on your account is an attorney, you will need to speak to your attorney to manage any concerns regarding your final bill and settlement.
  
  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

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing this complaint due to the poor management of patient communication options. Their system is set up in a manner which makes it very easy to be discharged as a patient. It is almost as if they are aiming for a high turnover in clients. For instance, if you call and are unable to get through to someone at their front desk to say you are running a few minutes late, they will discharge you after just TWO instances. There is no direct phone number to call for the office in case of emergency or issue, and you are put on a long hold to reach a call center with staff that is incompetent and has no sense of urgency. If you can get through, they might connect you to your local office, but by then almost ten minutes has passed. If you are a patient on foot walking there or trying to drive a car, this can be virtually impossible. Additionally, upon entering the building at this location, the elevator is often stuck and the wait time can be longer than 5 minutes. So if you are running late due to traffic and get stuck waiting for the elevator, suddenly you have no physical therapy care. Its beyond ridiculous.To uphold this strict discharge rule and patients without care is absurd. ATI needs to improve their communication options if they intend to actually help people get better.

  Business response

  07/26/2024

  Dear **********************,
  
  This response is in reference to case #******** submitted on 7/13/24. A thorough review of your account was performed by our Director of Compliance and Audit. Your concerns were elevated to the District Director who manages the clinic. Our records indicate the District Director called and left a message on 7/12 to discuss your concerns. We recommend continued conversations with the District Director who can address your concerns personally.
  
  We appreciate your comments as it is the goal of the organization to continually improve and provide quality care in a friendly and encouraging environment.  ATI will continue to utilize this feedback to improve our services and communication with our patients. If you should have any further questions and prefer not to speak with the District Director, please contact our *************************** at 855-MY-ATIPT *************) to discuss. 
  
  ***********************, PT, DPT, CHC
  Director of Compliance and Auditing, Operations
  ATI Physical Therapy

  Customer response

  07/26/2024

   
  Complaint: 21977437
  
  I am rejecting this response because:

  I received a voicemail from a young-sounding female who claimed to be with ATI. She sounded rushed and disinterested. I do NOT wish to discuss this over the phone. I need an actual paper trail. 
  

  Additionally, my initial complaint left out something I felt uncomfortable sharing but I will share it now. The main therapist at the ************** on ***** was attempting to apply kinesiology tape on my shoulder at my first appointment. He suggested we go into a private room so I could take off my shirt to make it easier for him. I was shocked at this and it seemed very unprofessional and I felt unsafe as a female. I declined his offer, and instead just stretched the neck of my shirt so he could reach my shoulder. 
  After that instance, my appointments with him were transferred to other practitioners or I was canceled on because he was sick. I found this to be very odd. 
  

  Any further communication I have with your business will be in writing. Do not call me. 

  
  Sincerely,
  
  *************************************

• Initial Complaint

  07/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I attended 7 sessions of Phys Ther with ATI, with goal of learning exercises to perform on own @home. On 1st visit, I asked person @desk how I would be charged/how much each visit would be. She stated it would only be $10 &that my insur would cover rest.At my 1st session, told manager what goals were, & script from my doctor showed how many sessions I had, easy task to get done within number of sessions because it was simply for them to show me exercises to perform.Attended 7 sessions before ever receiving bill & was completely unaware of how charged for each session(charged per 15 min)-2/22/24, 2/27/24, 2/28/24, 2/29/24, 3/5/24, 3/6/24, 3/7/24 my first bill arrived 3/20/24. & they used tool that was not explained to me the charge-$96 for 5 min of use, a tool I stated that I have at home & can do at home. Each session there, I performed exercises previously shown, & they charged me to do exercises I knew how to do added a few more, which kept me there an hr. Had I known I was being charged for each 15 minutes, I would have done the 8 minute warmup at home, asked to see the new exercises, and performed the previous ones on my own. And I would NOT have said yes to using a massage gun that I I have & use at home. The amount I am being charged is completely unfair because I was not aware of how charges were made until after 7 sessions had occurred. I immediately stopped attending had I known after 2nd session, would have stopped then.have made several efforts to speak w someone about this bill, they tell me someone will call to discuss, & no one has & I continue to get no resolution, other than them offering discount to pay balance remaining. I would like for them to adjust bill & take off 30 minutes from each visit as well as amount they charged each time they used massage gun. Had it been explained to me up front how charges were made, I could have made decision then on how much I would want done based on $$ I had set aside for phys. therapy.

  Business response

  07/23/2024

  Dear **********************,
  
  This response is in reference to case #******** submitted on 7/9/24. A thorough review of your account was performed by our Director of Compliance and Audit. Our records indicate that you signed our Notice of Financial Responsibility which details potential deductible,co-payment, co-insurance cost, and/or limits placed on treatment from the insurance company. This notice states, Your insurance requires payment towards your deductible. We will take a payment towards that deductible each visit.Please understand that this is just a payment towards your deductible. Since we are contracted with your insurance plan, we are required to collect the full deductible amount that is applied to the services you received. ATI can only provide cost estimates for treatment at the start of care. Your insurance company must process and adjudicate a claim before the full cost of treatment is known. Additionally, the amount you mentioned in your complaint is the billed amount to your insurance. The patient responsibility in the form of a deductible, co-pay, and/or co-insurance are based off the allowable amount that the insurance pays for services and not the billed amount. Your Explanation of Benefits (EOB) from the insurance company will detail the allowable amount for the services provided. Additionally, a review of the documentation confirmed that all treatment and billing was performed within industry standards.
  
  Our records indicate that our Patient Advocate team spoke with you in the last month to discuss your concerns and provided a solution. We kindly ask that you return that call to discuss your account.   
  
  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

*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. ↩