ComplaintsforAthletico Physical Therapy Headquarters

• Initial Complaint

  10/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  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:

  Unresolved

  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,
  
  ****** ****

• 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:

  Unanswered

  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.

• 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:

  Answered

  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.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Athletico Physical therapy provided physical therapy to me, ********************************* from 1/3/2024- 1/23/2024. The account number is ******************** amounts for each session are all different and very costly. I called the office on 5/16/2024 to inquire about this. They told me it is because they charged depending on the time they provided therapy and they did not offer any solutions.I was not informed of the cost when I started therapy and did not know I surpassed the time.The therapist( ****************) also provided therapy to other patient at the same time he was seeing me and I was several times waiting for him to come back to continue my session. This caused the sessions to be longer and therefore, I had to pay more money. This was not fair. I was not satisfied with the results of the therapy because my therapy goals were not met. This was reported by the same therapist. I have a copy of the discharge summary if need it. I would like a reimbursement of my money. The total amount due is $514.73 for four sessions. I have paid $400 dollars so far.

  Business response

  06/18/2024

  Thank you for informing us of the complaint submitted by one of our patients.  Please find Athleticos response to the assertions made by Mr. **** in his complaint.

  We have addressed Mr. **** complaint, an emailed was sent to Mr. **** today, June 18, 2024, to advise of resolution.  We provided Mr. **** with an updated bill statement reflecting a zero balance. 

  Findings:    Athletico applied the self-pay rate of $150/session for date of services of ******** 5, 2023, ******** 7, 2023, and ******** 19, 2023.   On April 9, 2024 (late afternoon), ******* spoke with Mr. **** addressing his request for a manager callback.  She discussed his concerns regarding his son, ****'s account.  On April 16, 2024, patient mother, ****** contacted the ******************* our billing rep informed ****** that the balance owed on ****'s account was reflecting a zero balance.  

  I hope this helps clarify Athletico Physical Therapys position about this complaint.  Please feel free to contact me with any additional questions, concerns or need for clarification.
  

  
  Best regards,

  Customer response

  06/19/2024

   
  Complaint: 21861958
  
  I am rejecting this response because:
  Athletico is referring to other patient. I am not Mr. **************************************************************************

  Business response

  06/21/2024

  Thank you for informing us of the complaint submitted by one of our patients. 

  A detail voicemail was left today, June 21, 2024, for ********************, and was followed up with an email explaining that additional research is needed to address her concerns.  There will be a follow up no later than Friday,June 28, 2024, with an update s to address her concerns.     She was also provided with direct contact information should she have any questions.   

• Initial Complaint

  05/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We have credit scores 800+ and have for nearly our entire 40+ years of marriage. This is not just about a bill. It is about our spotless credit ratings, which Athletico shall not impact in any way over false billing 'from 3 years ago.'Athletico mailed a bill dated 04/19/2023 that we did not receive until 04/29/2024. It lists 5 charges from 2021 (!) and claims "Amount Due From You" [us] of $704.69. When a firm sends a bill for long-ago charges, the theory is that memories or records no longer exist, and the consumer will simply give up and pay. It can be a surefire way to "find new revenue" in a tough economy. It is also incompetent and unethical.We owe Athletico nothing. Athletico pre-cleared all treatment and verified all charges were fully covered other than my copays before I ever entered its facility. We repeatedly made clear I would not do so otherwise. I had many sessions that occurred BEFORE and AFTER these false charges. When I called our local Athletico office 04/29, they went right to the charges and the person verified, "You had many sessions BEFORE and AFTER these dates and all were billed and processed the same way. This makes no sense." The person said, "All I can do is file a ticket with Billing; I'll get back with you by end of week." No one has contacted us.We are giving Athletico the chance to do the right thing, admit its error, and send us something in writing latest 05/10/2024 verifying that we owe $0.00. If Athletico feels it needs more time than 05/10, then Athletico will verify in writing that these false charges are suspended, effective immediately, pending final resolution, and will report nothing to any credit bureau.Many today get notices from companies: 'We were hacked; here is free credit monitoring.' As a result, we have 2 such free services. If Athletico were to take any action that impacted our credit scores even a single point we would know about it, and why, and the repercussions would grow.The (credit) clock is ticking.

  Business response

  06/14/2024

  Thank you for informing us of the complaint submitted by one of our patients. Please find Athleticos response to the assertions made by ****************** in his complaint:
  
   We have addressed Mr./******* ********** we emailed ****************** today, 6/14/2024 to advise of resolution. 

  Findings: ********************* recouped their insurance payments from Athletico in error.  We contacted and spoke with his insurance company on *** 9, 2024, regarding claims for date of *******s of ***** 16, 2021, thru *** 14, 2021.  ********************* sent the claims back for reprocessing.   The insurance has reprocessed the claims with no patient responsibility, we are waiting for the insurance company to complete the processing of claim for date of ******* of *** 14, 2021, once that claim is finalized and is posted to his account this will resolve ****************** complaint.   

  I informed ****************** that this will not be reported to the credit bureaus.

  I hope this helps clarify Athletico Physical Therapys position about this complaint.  Please feel free to contact me with any additional questions,concerns or need for clarification.
  
  Best regards,

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