Business Profile
Physical Therapist
Athletico Physical Therapy HeadquartersHeadquarters
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Complaints
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Complaint Details
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Initial Complaint
07/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Due to a cancer surgery / tumor removal in my shoulder, I was seeing a therapist at Athletico facility (343 *********************, ********, ** *****). I've been a patient at this facility for many years, and a patient of Athletico going all the way back to the days of Pro-Rehab. As usual I provided my insurance information before starting therapy, scheduled my visits, was told my visits were covered by my insurance and paid my co-pay each visit. My last 4 visits were not covered by insurance (my wife actually paid for 2 of them before asking me about it when the **** the came in). In the time frame of April - June I started asking questions of both Athletico and Cigna When i asked Athletico about it, I was told that my last 4 visits were applied to the deductible. When I called Cigna and checked my EOB's, I was told that I exceeded my annual number of visits. I went back to Athletico and was told that was not correct because I was approved for 100 visits. When I called Cigna and asked about what Athletico was saying, I was again told my plan only allows 20 visits for the program year and that I should ask for the verification documentation from Athletico saying I was approved for 100 visits.I again contacted Athletico and was told by ******* on 7/5 that I could not get the insurance verification documentation from Athletico as that was for internal use only. ******* said she checked with her manager and that it is not allowed to be given out. ******* also told me that ultimately I was responsible for paying the **** because the insurance check is only a courtesy and Athletico is not bound by that; it's up to me to know for sure what is covered. ******* also said I could file a complaint with my insurance carrier to see if they will resubmit / reprocess the claim but I would continue to get bills until the claim is paidBusiness response
08/03/2022
Good afternoon,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.Many Thanks,***********************Content Marketing SpecialistCustomer response
08/03/2022
Better Business Bureau:
The HIPPA excuse that Athletico's corporate office is using is comical because the complaint has nothing to do with any diagnosis or treatment; it is a billing issue. However I am satisfied with the outcome because the ***** facility reached out to me and agreed there was a problem and corrected it.
Sincerely,
*** BoulInitial Complaint
06/25/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I received physical therapy from Athletico from Nov. 2020 until February 2021. All out of pocket monies were paid via my personal bank account. I was on a payment plan of $75.76 a month starting 02/01/21. Attachments will show a statement dated 04/12/21 from Athletico with amount due of $75.76 for 05/01/21 with a current balance of $576.28. I paid $75.76 for 05/01/21 and then paid $466.62 on 06/02/21 which they said would pay off my account. If you subtract $75.76 and $466.62 from $576.28 it will leave a balance of $33.90 but after examination, Athletico found they owed me $16 which I did receive. However, Athletico/American Specialty sent another claim to my insurance of which they were paid an additional $200 ($164.35 and $35.65) on 06/10/21 which is after I paid my account off. They have since returned to me the $35.65 but not the $164.35 which they are saying they do not owe me. You will also see an attachment that states I overpaid Athletico from my MRA with Cigna of $164.35. Athletico owes me this money but refuses to pay. All proof is attached and I would like them to refund the $164.35 back to me which I have been trying to get for an entire YEAR now.Business response
07/11/2022
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
06/24/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I received physical therapy from Athletico from Nov. 2020 until February 2021. All out of pocket monies were paid via my personal banking account. I was on a payment plan of $75.76 a month starting 02/01/21. Attachments will show a statement dated 04/12/21 from Athletico with amount due of $75.76 for 05/01/21 with a current balance of $576.28. I paid $75.76 for 05/01/21 and then paid $466.62 on 06/02/21 which they said would pay off my account. If you subtract $75.76 and $466.62 from $576.28 it will leave a balance of $33.90 but after examination they found they owed me $16 which I did receive. However, Athletic/American Specialty sent another claim to my insurance of which they were paid an additional $200 ($164.35 and $35.65) on 06/10/21 which is after I paid my account off. They have since returned to me the $35.65 but not the $164.35 which they are saying they do not owe me. You will also see an attachment that states I overpaid Athletico from my Medical Reimbursement account with Cigna of $164.35. Athletico owes me this money but refuses to pay. All proof is attached and I would like them to refund the $164.35 back to me which I have been trying to get for an entire YEAR now.Business response
07/11/2022
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
06/08/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
This company fradulently billed me **** dollars. I contacted them and they said the insurance company deined the claim. I contacted *************** and they mentioned they were never contacted. Athletico said they would not rebill. The insurance Company called me back to say they spoke with someone at Athletico and it was taken care of and would resolve in a couple of days. It has been a week and the **** is there with them. I see they are trying to fraduently **** and I will tell everyone about my bad expereince. I want the company to resolve the issue and clear my **** seeing the insurance has paid for my physical therapy.Business response
08/09/2022
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.Many Thanks,***********************Content Marketing SpecialistAthletico Physical TherapyResource Center - Marketing
2122 ****************************************************** 60523Initial Complaint
04/08/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
The athletico facility i went to is in ************************************* Deceptive business practice where I wasn't told the actual cost of physical therapy but was told it was 125/hour for the uninsured. My insurance was actually billed at 440 or more per hour and clipped it at roughly 200 per hour which I have to pay because it's a high deductible policy. Athletico has never sent an itemized **** I know what they did because of the **** EOB forms.The billing was broken down in many segments but there were many add on charges. 20 minutes of the therapy session was sitting in a chair with hot or cold pack on. Much of the actual exercise is self guided without physical therapist involvement. It was rarely one on one except for the massage table.I owe them 994 and want to pay 675. That sounds like not much difference but they actually billed **** **** which was discounted to my 994. Athletico denied to do that. I'm not paying anything instead and don't care about my credit rating as I'm retired and won't need credit rating for a loanBusiness response
04/20/2022
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
03/30/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
After my services, I received a **** and called ******* at the local Athletico in ****** **. She said that I paid my copay and that I should have not received a **** and to throw it away. IF there were additional fees that would be needed to collect, why didn't they tell me that when they called to confirm with me originally? They told me that they were going to match the in network fees even though I was out of network. I believe that they have done a bait and switch with **** have been calling the local Athletico to try and resolve this issue and called the billing department once, getting no where.I finally received a paper **** and called the local office again. They told me to call *****************, a supervisor in billing.She is basically telling me that she didn't hear the phone conversation and that I have to pay. She offered a discount ONLY if I paid today.While I understand that she didn't hear it, I DO believe that if she can offer me a discount if I pay today, she should also offer the discount with a payment plan, especially since they told me all I would be responsible for it the copay.Business response
04/12/2022
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.Customer response
04/20/2022
Complaint: 16963734
I am rejecting this response because:They have not reached out. This is NOT resolved. I dont understand.
Sincerely,
*******************************Business response
04/21/2022
We have evaluated the patients concerns and while we regret that she is not satisfied with her experience, we stand by our services and billing was appropriate. We have reached out in an effort to resolve this issue. We consider this case closed.
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Customer Complaints Summary
39 total complaints in the last 3 years.
19 complaints closed in the last 12 months.
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