Complaints

• Initial Complaint

  01/06/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  1/6/2025 Athletico is billing me now for a service they claim they rendered in February of 2020. I paid my copay of $20 each time I entered the Center in ******* IL for physical therapy in 2020. They are charging my credit card without authorization and I want them to remove my card on file. They have no right to do this. Please help me! I am considering closing my credit card which is inconvenient for me.

  Customer response

  01/06/2025

  Attached copy of statement just received and screenshot showing advisement of credit card charges 

  Business response

  01/09/2025

  I spoke with *****, today, January 9th, 2025, to inform her that the most recent bill statement generated for services rendered in 2020 was generated in error and I apologized to her for that experienced.  I explained to ***** that she had set-up Automatic payment via Instamed when she made her last payment which is the reason why payments were being taken when a new bill statement generated and that I had deactivated the Automatic payment that was set-up in Instamed, yesterday.   I also informed ***** that we had processed a refund for $45, yesterday and that will be refunded back to her Discover credit card within 3-5 business day and to contact me directly if the credit is not reflecting on her credit card by end of day, Wednesday, 1/15/24.  

  I thanked ***** for sharing her feedback with regards to her overall experience with Athletico ****************** and reiterated that Athletico welcomes constructive feedback to improve the overall patient experience.   

  Customer response

  01/10/2025

   
  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

  10/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My son, ****** *****, was prescribed physical therapy for his knee. We went to Athletico to seek care.Upon arrival for his first therapy session they called to take him back for therapy. I asked this in order to know what the amount I was agreeing to per visit, prior to accepting service and to avoid getting a later surprise bill. At that point, prior to any service rendered, I requested they call my insurance and determine any out of pocket expense, above the co-pay.The young lady at the front desk had us wait for ten minutes or so while she called the provider. Once she came back she told us there was NO additional expense beyond the co-pay. At that point we agreed to continue with the service as this was within our price range. My son went to several more therapy sessions. Upon completing all of his session this company sent me a bill with ADDITIONAL charges from each visit. I called to alert them of the mistake and they threatened to send me to collections. Since I value my credit score I had no alternative but to pay this company. I spoke to them on the poor business ethics an how there was no way for me as a consumer to know what they are charging and they asked to speak to a a manager. Nobody could speak to me or has returned any calls

  Business response

  11/14/2024

  Athletico takes all public concerns seriously but, due to HIPAA, cannot engage in public discussions about specific patient circumstances. Our goal is for individuals to be satisfied with all interactions with Athletico. We have reached out directly to resolve this issue.

• Initial Complaint

  10/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had 7 appointments 6/29/23 through 7/26/23 at the Grayslake Athletico. The first 3 appointments I used my insurance. My husband changed jobs, I told Athletico Grayslake that I would no longer have insurance and asked the cash rate. They told me I could pay their cash rate of $150 for any other appointments. Before the remaining 4 appointments started I paid upfront for my services - $150 each session - and I have proof of doing so. In August of 2023 I was somehow alerted that Athletico had submitted an appointment to insurance when I had none, and had already paid for services. I called then and talked to someone - he claimed he didn't know what I was talking about and would look into it. He called back and left a voicemail (which I still have for proof) not to worry it was submitted to insurance and went through fine. February 2024 arrives and I began getting bills for the last 2 appointments. I called Athletico billing and was told those appointments bounced back from insurance and now I was being charged the full rate of $349. I explained I paid in full at the time of service and was advised to call Athletico Grayslake. I called Athletico Grayslake and spoke with ****** who does their billing. She apologized and said she accidentally opened a new ticket for those last 2 appointments and therefore they went through insurance I didn't have. She said she would contact billing and let them know. Since them I have contacted ****** multiple times. One of the billed appointments (7/20/23) was removed however the appointment on 7/26/23 I am still getting billed $349 for. According to my insurance **** I should owe for 3 appointments on 6/29/23: $257.45, 7/6/23: $33.54, 7/11/23: $34.07. My appointments were paid in full $150 each at the time of service on 7/12/23, 7/18/23, 7/20/23 & 7/26/23. I would like a corrected bill so that I can please pay for this and have it over.

  Business response

  10/28/2024

  Athletico takes all public concerns seriously but, due to HIPAA, cannot engage in public discussions about specific patient circumstances. Our goal is for individuals to be satisfied with all interactions with Athletico. We will be reaching out directly to resolve this issue.

• Initial Complaint

  09/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Date Of Transaction :- 05/08/20204 Service Provided:- Therapy Description I had Physical therapy session 3-4 sessions with the Athletico Physical Therapy in ****************** location.On 05/08/20204 :- I was charged double for the therapy while given exact same services , when i called their billing department they said even if we spend 1 second extra on something its double charge,My therapist did nothing extra and this just looks like a money grab from the organization . I am not sure how to proceed with this request further This is the line item which i am disputing Line Items:- 05/08/24 B97530 (QTY 2.00) - Therapeutic Activities $160.00 $20.75 Location:- I went to following location:- **********************, ************************** **************************************************

  Business response

  10/10/2024

  Athletico takes all public concerns seriously but, due to HIPAA, cannot engage in public discussions about specific patient circumstances. Our goal is for individuals to be satisfied with all interactions with Athletico. We will be reaching out directly to resolve this issue.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I attended 3 session of Physical Therapy at the ************, ** location. I asked what the cost would be before starting the process and was lead to believe it would be less then self paying at another location for $125 per session. they asked for my insurance card upon arrival. they did not ask if I wanted to use insurance or inform me that there would be a premium for using insurance. The first date was 7/2/24 and I had 2 additional sessions (can get dates, but not included in my bill). The total billed for the initial appointment is $440, my insurance paid $224.91 and I owe $215.09. I have two additional sessions without details (they are not included in the on-line view) but the total I owe is $553.69. I asked why this is higher then what I was initially expecting at $125. They said it is because they billed my insurance. Therefore they charge a premium. If I would self pay the charge would be $125 per session! I asked to cancel the insurance billing and I will self pay and they said they cannot do that? This seems like insurance fraud to me, why would the insurance company be paying over 300% more for the exact same service? This company should be investigated and there should be clear communication upon arrival that there are separate rates for self pay customers vs insurance.   

  Business response

  10/15/2024

  Athletico takes all public concerns seriously but, due to *****, cannot engage in public discussions about specific patient circumstances. Our goal is for individuals to be satisfied with all interactions with Athletico. We will be reaching out directly to resolve this issue.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was told that ******** and or Alliance would cover any billing charges by the office personnel. This one treatment "let's call it a consultation" cost $437.00 to teach me a few stretching exercises. The entire visit lasted approx. 30 minutes. What is their hourly rate over $800.00?Are you kidding me this is an absolute rip-off of the American public, especially a Senior Citizen.Now its 7 months later and I am receiving a bill for $167.26 for a service that was supposed to be covered. The office personnel lied. Do not trust them. They just wanted to bill my insurance company and then charge me for a service that should have been under $100 for a consultation.I will never promote your business in the future, and I will advise everyone that I know that Athletico is a bad choice for your health care needs.

  Customer response

  07/30/2024

  This occurred on January 5, 2024. I had a prior back injury and the associate took me back on a table and showed me a few stretching exercise. He also have me a brochure on back stretches. We spoke for a total of ***** minutes. Then I left the building no treatment was give to me.

  The Office Manager said that this will all be covered by your insurance. I am not concerned with my portion of the deductable. I am concerned why they are billing out $437.00 for a 30 minute consultation with no treatment.

   

   

  Business response

  10/28/2024

  Athletico takes all public concerns seriously but, due to HIPAA, cannot engage in public discussions about specific patient circumstances. Our goal is for individuals to be satisfied with all interactions with Athletico. We will be reaching out directly to resolve this issue.
   
  Thank you,

  Customer response

  10/28/2024

   
  Complaint: 22060527
  
  I am rejecting this response because: No one reached out to me.
  
  Sincerely,
  
  ****** ****

  Business response

  01/23/2025

  Athletico takes all public concerns seriously but, due to *****, cannot engage in public discussions about specific patient circumstances.

  Our goal is for individuals to be satisfied with all interactions with Athletico.

  We have reached out directly to resolve this issue.

  Customer response

  01/24/2025

  No one reached out to me.
  

   

  Complaint: 22060527
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ****

  Business response

  01/30/2025

  Athletico takes all public concerns seriously but, due to HIPAA, cannot engage in public discussions about specific patient circumstances. Our goal is for individuals to be satisfied with all interactions with Athletico. We have reached out directly and consider this case closed.

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went to them for therapy and they used my insurance and charged me co pays. I got state help to cover everything so they charged them as well and also tried to charge me more money!!! Theyre more than double dipping. Ive been waiting almost a year for resolution and they dont respond.

  Business response

  10/15/2024

   Athletico takes all public concerns seriously but, due to HIPAA, cannot engage in public discussions about specific patient circumstances. Our goal is for individuals to be satisfied with all interactions with Athletico. We will be reaching out directly to resolve this issue.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  -My first visit to Pivot Physical Therapy was 5/17/2023 and the last was 7/24/2023. There were a total of 12 visits.-I have used this place before and every visit was covered by insurance.-All I should have paid for was the steroid injections that were not covered by insurance.-Athletico (company for Pivot PT) started billing me in August 2023 due to an issue with the referral.-through several calls and emails since August 2023, a new referral has been received by them.- Athletico has given me NO update since the account was disputed and flagged to be looked by a supervisor on 5/6/2024.-I have been calling periodically for any updates.-Athletico supervisors were supposed to contact me in ***** hours since 7/9/2024. No call has been given.No amount paid, but $2315.00 is owed due to their issue.I would either like them to solve the issue and bill me the correct ammount now or cancel the whole amount owed/account since I have been actively trying to fix this since August 2023.Thank you for your help.

  Business response

  01/23/2025

  Athletico takes all public concerns seriously but, due to *****, cannot engage in public discussions about specific patient circumstances.

  Our goal is for individuals to be satisfied with all interactions with Athletico.

  We consider this case closed.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I brought my daughter to Pivot Therapy for 5 physical therapy sessions between the dates of 02/26/24 and 03/13/24. The office got authorization from United Healthcare prior to starting treating and I was advised that they had a contract rate of $77/session with UHC. I paid this and it was my understanding that this was what was owed. After waiting for months to received an EOB from United Healthcare for these services which I needed so I could submit this info the secondary insurance, I was able to find out with the help of UHC that they never actually billed UHC. When ***** was pressed, they stated that there was an issue with coordination of benefits (they claim UHC stated that they were not the primary, but UHC has no evidence of this). UHC asked that they simply re-submit the bills, but ***** stated that we were now outside their 90 day submission policy and refused. They stated that I could submit on my own, but UHC advised me not to to do b/c they said that patient claims were solely for out of network which they didn't believe this was. HSRI also needs to EOB so they can pay the remainder if any. I received a bill (for the first time) from Pivot at the end of June which stated my balance was $1078. They also said they did not bill insurance and the bill only reflected one of the 5 payments of $77 I made. I would like the bill to reflect properly, and to have these submitted to insurance as they should have done in the first place.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I paid a $49 copay for every visit but athletics kept charging me extra and even the physical therapy office said it was a mistake. Eventually I paid hundreds of dollars to stop getting the bills. My insurance company said I did not owe the money that I was getting billed. I wanted to be done with them. Then five months later another bill arrived in my email after I paid balance in full AND havent stepped foot in the PT office. Which also by the way never helped my injury in the end. So all this money spent for nothing. The false billing is infuriating and unethical business. The woman on the phone couldnt figure it out either but eventually in a condescending tone let me know its billed in 15 min increments which doesnt apply to my very basic routine therapy session but also was never mentioned in any of my visits. I owed only the copay. And paid every time.

  Business response

  11/14/2024

  Athletico takes all public concerns seriously but, due to HIPAA, cannot engage in public discussions about specific patient circumstances. Our goal is for individuals to be satisfied with all interactions with Athletico. We deeply apologize for any inconvenience but consider this issue resolved.

*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. ↩