ComplaintsforPivot Physical Therapy

• Initial Complaint

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I paid this invoice against my judgement 2/26/24. I was told the service was covered under my insurance. They ******* me. They keep invoicing me even though I paid it! They have not answered calls or emails. They need to apply my payment to the invoice. You cannot get in touch with ANYONE. They are extremely annoying. Thank you for your assistance.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On October 4th I went to physical therapy, paid my co-pay and left.. a couple of hours later my debit card was compromised for $644.55. I contacted my bank, they asked me if I had used my card anywhere unsafe or unusual, I told them no, they refunded my money and opened an investigation, and gave me a new card with a new #. On November 9th I again went to physical therapy, paid my co-pay and came home. Several hours later my new card was again comprised for $104.94. I again contacted my bank, they cancelled my card and asked me where I had used my card. The only place I had used my card was at physical therapy. Looking back at my last fraud we realized both times the fraud occurred was after I had used my debit card at physical therapy. They recommended I file a police report, which i have done. On Nov 10 **** sent a notification that my card was trying to be used again, (twice) but since it had already been cancelled it was denied.

  Customer response

  02/08/2024

  Pivots attorney has reached out to me and said there was a breach of security with an employee at the front desk. They have dealt with that person and have opened a case with the police. My bank will deal with Pivot directly as how to recoup their loss.. I have been fully refunded. 

• Initial Complaint

  12/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  At the end of September 2023, I visited the Pivot John Rolfe Parkway location in Henrico. As this was an initial session, she did an initial exam and had me do several exercises. The whole of my session that day was 40 minutes and some of that time was on the floor exercising. When I looked at my insurance summary, I noticed that I had also been Hot or Cold Packs Therapy and Electric Stimulation Therapy. There was also a charge for Manual Therapy, even though no manual work was done. It was just an exam. I emailed, and although they took some time, I did get a reply confirming that some things may have been billed incorrectly. She claimed that she had forgotten what was done in our session, and promised that changes had been made in our session. However there has been no change to the statement with my insurance as was promised, and they continue to send me incorrect bills. I've reached out by email several times and have gotten no replies.

• Initial Complaint

  11/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  This is in reference to account *******. I keep receiving bills for this account that occurred 2/15/22-5/17/22. These charges were processed on Visa ending in ***** I received a payment history from the office where the payments were made, but the billing department for Pivot is still billing for these charges. Over the course of a year, I have called and sent letters to resolve this at no avail. The wait times are long and when you request a call back, you never receive it. The last call I made said these are related to the deductible, however they were still paid at each office visit with visa ending in *****

  Customer response

  11/01/2023

  The attached is the claim activity with my medical insurance. There are 3 visits that were not paid and 1 that $16 was paid owing 32.86. My balance due should only be $272.86 based on the claims submitted and my payment history. Please adjust my balance from 747.86 to 272.86.

  Bureau response

  11/08/2023

  Jonathan ********
  Pivot Physical Therapy 

  *** ******** ***** ***** *** ******* ** *****
  
  
  Dear Jonathan ********:
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 11/1/2023 and was assigned an ID of *********  

   

  BBB forwarded you a complaint filed by Aiden ******. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

  
  In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.   
  
  We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 
    
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

   

  Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. 

   

  We look forward to your prompt attention to this matter.
  

  Sincerely,

  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

   

  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  Aiden ******
  
  ** ** *****
  Daytime Phone: ###-###-####
  E-mail: ************************
  
  
  The details of this matter are as follows:

  Complaint Involves:
  Billing or Collection Issues
  
  Customer’s Statement of the Problem:
  This is in reference to account *******. I keep receiving bills for this account that occurred 2/15/22-5/17/22. These charges were processed on Visa ending in ***** I received a payment history from the office where the payments were made, but the billing department for Pivot is still billing for these charges. Over the course of a year, I have called and sent letters to resolve this at no avail. The wait times are long and when you request a call back, you never receive it. The last call I made said these are related to the deductible, however they were still paid at each office visit with visa ending in *****

   

  
  
  
  
  Desired Settlement:
  Billing Adjustment
  
   

  HIPAA: HIPAA Release was offered and accepted on 11/1/2023.

  
  Additional Comments from Consumer:
  The attached is the claim activity with my medical insurance. There are 3 visits that were not paid and 1 that $16 was paid owing 32.86. My balance due should only be $272.86 based on the claims submitted and my payment history. Please adjust my balance from 747.86 to 272.86.

  Bureau response

  11/21/2023

  Jonathan ********
  Pivot Physical Therapy 

  *** ******** ***** ***** *** ****** ** *****
  
  
  Dear Jonathan ********:
  
  This message is in regards to a complaint submitted to BBB about your business on 11/1/2023 by Aiden ******.  This complaint was assigned ID *********
  
  BBB is informing you that this complaint has been closed as UNANSWERED.  Multiple communications have been sent to you about this matter; however to date, we have not received a response.
  
  You should be aware that your lack of response is now reflected in BBB's rating of your company. You can view your revised BBB Business Profile on our website at ****************
  
  BBB helps resolve disputes between businesses and its customers. We welcome the opportunity to amend your BBB Business Profile upon receipt of your company's written response and resolution of the dispute.
  

  Sincerely,

  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

  Bureau response

  11/21/2023

  Aiden ******
  
  ** *** *****
  
  
  Dear Aiden ******:
  
  This message is in regard to your complaint submitted on 11/1/2023 against Pivot Physical Therapy.  Your complaint was assigned ID *********  
  Your Better Business Bureau (BBB) has made several attempts to contact the business regarding your complaint. We regret to inform you that we have not received a response at this time and this case has now been closed as an UNANSWERED complaint in their file. Because we are not a government agency, we cannot force a business to respond.   
  
  If the company has contacted you directly and resolved this complaint, please let us know.  Should we receive a resolution in the future, we will let you know.
  
  BBB develops and maintains BBB Business Profiles on companies across the United States and Canada. This information is available to the public and is frequently used by potential customers. In the case of your complaint, the business's failure to promptly give attention to the matter will be reflected in the Business Profile.
  
  BBB regrets that we were unable to assist you further and wishes you the best in your future efforts in resolving this matter.
  

  Sincerely,

  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

• Initial Complaint

  11/08/2022

  Complaint Type:

  Billing Issues

  Status:

  BBB unable to locate business

  More info

  I was referred to pivot physical therapy. Before confirming appointment for service, i requested cost because it was not covered through my insurance. I paid a bill of 120$ for initial appointment and another bill of 85 dollars. 3 to 4 months later I received a bill requesting 65$. I was told I had a zero balance by the local office and they said they would send an email to the main office and to myself. I received the email. Another 3 months later a receive a bill. The main office is claiming the never received anything. How could my balance be paid off to the office that ran my health insurance, Billed me, swiped my card and gave me a bill with zero balance. But this a office I have no business with demand 65$ for services that was paid.

• Initial Complaint

  08/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On 12/20/21, I went into PIVOT for physical therapy. They had me sign an "Insurance Verification Form" that listed the insurance, co-pay, and so forth. The employee at PIVOT signed the verification of this information and the co-pay was listed as $30.00 per visit. On the bottom of this form, there is a fine print that lists that this form does not guarantee payment by the insurance company and "misquoted information" is not PIVOT's responsibility. I received a total of eight sessions over a span of 3-4 months and each time, they asked me to pay $30.00 and that I do not have any outstanding fees. Two months after my last therapy session, I received a bill (6/13/22) from PIVOT that I still owe them $342.75. When I called the PIVOT headquarters, they told me to resolve it with the PIVOT office that we received our services from. We were told that the local PIVOT office is responsible for the billing error and they are the only ones that can resolve it. We talked to the PIVOT office in Rotunda many times just to be told that it was our insurance's fault. I've been to many private practices, but I have never been charged for missing co-pay 2 months after my last visit. If I had known that the co-pay is $45.00, I would have gone to another provider. I feel scammed and I want to file a complaint against their business. Thank you for your help in resolving this issue.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I had services with them back around 10/01/2020 through 12/02/20. I received a statement dated 01/01/2021 from them for payment which I paid in full for $198.66. Ten months later they emailed me a different statement on 10/31/21 for $70.66. The statement link provided will not open on any of these following emails for this request. I called the billing dept about the statement around Jan - Feb 2021 and was informed to send them a copy of the paid statement. I never heard anything back but they continue to resend this statement to me every other month.

  Business response

  11/04/2022

  Consumer Response /* (3000, 9, 2022/08/12) */ This should not be closed due to my complaint of being surprised billed a year after services and the company has never replied to my inquiries and documentation. It's illegal to surprise bill any after this amount of time and I paid in full my final bill a year ago. They now report this to a dept collector and I should not be accountable for anything from them. Please help.

• Initial Complaint

  01/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I received a bill from Pivot Physical Therapy by email on dated January 22, 2022 for $209.22. I paid that amount on 1/13/22 by phone using my credit card reference ********** I explicitly told the female agent that her company does not have my permission to send any bills by email because they can be missed or lost in cyberland. I asked that any bills be sent through postal mail. They continue to do so otherwise. I also stated to her that her company does not have my permission to use my phone number for robocalling. My phone number was supplied to my practitioner for clinical purposes. I've had issues with this company regarding poor billing practice. I want this corrected. They aren't responsible enough to do it on their own so I have to resort to the BBB.

*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. ↩