ComplaintsforBenchmark Physical Therapy

• Initial Complaint

  10/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I’ve been going to PT and been overpaying. Once I noticed on my EOB from insurance I told them about it and requested that all of my over payment be refunded to my FSA card so I can use that money before the end of the year or we lose it. They will not refund the money until they’ve received all payments from insurance. So now my money is being held waiting on someone else to pay their portion?! If the roles were reversed and I owed $400+ I’m certain they would not see me any longer. Just give me my money back and all is good! Terrible procedures and terrible customer service! I won’t be back. I can go somewhere else for PT.

  Business response

  10/29/2024

  At Results, we strive to provide excellent services. We regret this was not the consumer's experience. After a call from the consumer to our Customer Support Team, this issue was resolved internally.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged for all of my visits until I received my EOB from my insurance noting that I shouldn’t be paying anything at all. I was told by my local office they couldn’t do anything and I had to call their corporate office. The only people I can speak to are the call center that can’t do anything for me about refunding my money. They just keep “sending a note to the refund department.” I first called in August and was told I should receive a check in 6-8 weeks. It’s been over 15 weeks and I’ve received nothing. I called again today and I’m still being told to wait. This is unacceptable.

  Business response

  12/06/2023

  At BenchMark Physical Therapy, our goal is to provide exceptional services. We regreat that was not the consumer's experience. Our Customer Support Team has reached out to the consumer and advised that this issue has been esclated for resolution.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I was assigned to have physical therapy and used BenchMark in Madison, Ga. I started on 5/26/23 and ended on 9/8/23. During these 17 visits, I paid my copay of $25.00. My insurance approved these visits. Just recently, for the first time, I received a bill stating that I owe $718.66. I called the local office where I received these services, and they were unable to tell me why I owed this amount. I was told to call accounting. I called and was told that my insurance denied my claims. However, the lady changed her statement, and I was, then, told it wasn't denied but I was paying coinsurance, and it was more. I stated that I was never informed of the additional charges. They replied that the office I visited should have told me. I checked with my insurance, and they have paid all claims. Also, my insurance states my responsibility was $31.30 for each visit. During these months, I was being charged more than I knew about. I was never informed that these visits were costing me so much or I would have never continued. No one either, in person, by mail, by phone, by email, or by text, sent me a bill about these additional charges or that I was being charged so much. It was not until recently (2 months later) that I received a text with a statement saying I owed this amount. This letter states that I am past due and will be sent to collections. I have requested and received statement from BenchMark and my insurance that I have attached. My insurance says that I was responsible for $31.30 at each visit. I paid $25.00 at each visit. Therefore, this leaves a difference of $6.30 each visit. There was a total of 17 visits. 17x6.30=107.10 I am willing to pay the difference of $107.10. I have records of this submitted. To open the Bill PDF the password is *****

  Business response

  12/12/2023

  At BenchMark Physical Therapy, our goal is to provide exceptional services. We regret this was not the consumer's experience. A member of our Customer Support leadership team has reached out to the consumer to work towards a resolution.

  Customer response

  12/13/2023

  
  Complaint: ********
  
  I am rejecting this response because: They responded that they have reached out to me for a resolution. However, I have not heard anything from them. The one and only time I have heard from them was the text they sent me on 
  11-14-23. 
  Sincerely,
  
  ***** ******

  Business response

  12/14/2023

  Hi Mr. ******. After looking at your account, we noticed that a message was left on 12/8. We've passed your feedback along to customer support and they should be reaching back out to you.

  Customer response

  12/15/2023

  
  Complaint: ********
  
  I am rejecting this response because: No one left me a message on 12/8. I am not sure where or in what way you are trying to contact me and/or leave me messages but I can be contacted at ************ or email at *******************
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  11/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My wife and I received treatment from a Benchmark Physical Therapy location in Braselton, GA. We had weekly Physical Therapy at this location from 2/27/2023 through 8/17/2023, covered by our insurance provider and the defined co-pay of $40.00 a visit. We paid each co-pay at the time of service and charged to a debit card. We didn’t receive any statements from Benchmark for several months and when we did our co-payment made at the Braselton office were not shown as applied. We raised this issue with the Braselton office and were told to provide copies of the missing payments. I obtained a copy of this information and provided and was told they would look into the missing payments and correct. The total amount of our payments totaled $2190.00. I have attempted to contact the Benchmark customer service billing departments for the past four months. On each occasion, I held for approximately 30 minutes and then the system disconnects the call. I have also left voicemails, that were not returned. I filed a complaint with my companies’ healthcare insurance management company, ******* Benefits. Our ******* representative has also been trying to contact Benchmark Customer Service and providing copies of both our missing payments and evidence per our insurance that we do not owe any outstanding balance with our insurance provider, ******. The ******* representative has experienced the same issues in contacting their customer service telephone number. I have received a letter from Benchmark on 11/4/2023 stating that I owe them $1,125.69, that is over 90 days past due and if payment isn’t received, will be turned over to a collection agency. My wife and I received wonderful services from the staff at the Braselton office, but the billing and customer support systems are beyond horrible and inaccurate. At this point, I am at a loss for how to get this resolved and determine what has happened to my money paid at Benchmark.

  Business response

  11/08/2023

  At BenchMark, our goal is to provide exceptional services. We regret that was not the consumer's experience. A member of our Customer Support Team left a voicemail for the consumer on 11/8/23 to inform of the resolution to this issue.

• Initial Complaint

  10/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Got an EOB from my health insurance provider notifying me that I should not have been paying any copays the entirety of my time visiting benchmark physical therapy. About 3 weeks ago on my visit I had notified the person in the office of the issue and she had said she would email for immediate resolution, I have been checking with her twice a week to which she had said corporate had not been responding to her (she is amazing btw) and have also called corporate office and left a message 3 times myself. At this point being over billed for over $600 is not only egregious but criminal and a clear issue with your billing practices. It is far beyond the reasonable time based on all state and local laws on when this should have been returned to me. I expect all copays in 2023 at this point to be returned to me within 7 days putting us at the 30 day mark since notified or I will pursue further action up to and including penalties and more

  Business response

  11/06/2023

  At BenchMark Physical Therapy, our goal is to provide remarkable services to consumers. We regret that was not this consumer's experience. Our Customer Support Leadership team has reached out to the consumer to resolve the issue.

  Customer response

  11/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: their leadership team had reached out on 10/20 to let me know they would look into it, I then heard from them again 7 days later on 10/27 to be told they are sending out a next day check for my refund. As of 11/7 this is still not here and they still have not returned 2 calls and an email demanding payment and informing I’m about to pursue legal action…..this is not resolved.
  
  Sincerely,
  
  ***** *****

  Business response

  11/08/2023

  The refund was mailed on 11/3/2023 from Chattanooga, TN. Please allow up to 7 business days for delivery.

  Customer response

  11/09/2023

  
  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.
  
  

  the check has now arrived and has been returned to me 4.5 months in total after the start of being overbilled.

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

• Initial Complaint

  10/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/27/2023, my husband paid a balance I had with BenchMark Physical Therapy online in the amount of $200.44. On 6/6/23, we discovered that the amount of $200.44 was taken out twice from our checking account to pay BenchMark PT. We reached out to BenchMark and spoke with a billing agent that agreed they owed us a refund of $200.44 and she would send the refund request to "task", and that it would take 6-8 weeks to process. On 9/20/23, my husband spoke with an agent from Benchmark Billing who stated that she "put in a status update for the $200.44 refund which would go back on the card". Today, 10/5/23, we received a check in the mail for $110.44 from BenchMark Rehabilitation. We called the customer support center phone number on the check document. We ended up speaking to an agent. We explained the whole scenario to her and stated that we're $90.00 short of the expected refund. She stated that she could see that we have a $90.00 credit and that we should have gotten the $200.44 as requested, and then added, "I'm sorry...I don't know what happened". She then stated that she would put in a request for the $90.00 credit to be refunded which would take another 6-8 weeks to process. This whole experience is completely unacceptable.

  Business response

  11/09/2023

  Please note that this was received and sent to our Customer Support team to resolve. A refund for the $90 has been requested. We will be monitoring to make sure it is issued within the timeframe told to the consumer. We regret the mix-up, and I will pass on the consumer's feedback.

• Initial Complaint

  08/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Over the course of 7 months of care in 2022 I was overcharged a total of $165.78 by Benchmark in Atlanta GA. I called 3 times from January 4 to March 15 2023 and finally got a confirmation from Benchmark that this amount was in fact owed to me and a check would be sent. I called in April, May, and July to check on the status of my refund and was told quite a bit of conflicting information, but ultimately that the "check was submitted on June 30", so it could take 8 weeks to receive. Today (Aug 24) is week 8 so I called again and was told that the refund was only "requested to be mailed" on June 30 and has not been approved yet. How on earth is that possible? The incompetence is staggering and pursuant to consumer law, a refund must be issued in a reasonable amount of time. The balance owed to me was settled and confirmed on March 15 2023-- that is 5 months with no date confirmed to issue my money which is not at all reasonable. The woman from customer service told me she opened a "task" to obtain a status update on my refund and will call me back in 7 business days- again that is 2 more weeks to even get an update on processing-- not even to have the money issued. This is pathetic and I want me refund issued immediately

  Business response

  08/25/2023

  At BenchMark, we strive to provide exceptional services. We regret this was not the consumer's experience. Our Customer Support management has sent an expedited request to resolve this issue.

  Customer response

  09/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  It's been a week and I still have not heard back from this company. Clearly the response that my request was "expedited" was a lie. I am still waiting on my refund and I am approaching the 6th month of waiting (company finally confirmed they owed me on March 15, which was 3 months after I finished my treatment so total wait time is approaching 9 months)
  
  Sincerely,
  
  ********* ***** *******

  Business response

  09/05/2023

  This was sent to refunds for processing. The refund was mailed to the address on file 9/5/2023 due to the holiday.

  Customer response

  09/12/2023

  
  Better Business Bureau:
  
  I have received the refund from the business in reference to complaint ID ********.
  
  Sincerely,
  
  ********* ***** *******

• Initial Complaint

  07/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was referred to physical therapy for my foot and told that I may have a lipoma. I had one appointment and an assessment on my foot and was suggested to see a podiatrist for my problems. Benchmark told me that if I pay cash that day it’s $140, I received a bill for a remaining balance of $217.66. The total bill was $492 and which my insurance paid half. I have some problems with my bill and think that this might be an excess of billing from benchmark. I don’t understand how a place can ask you for $140 cash and if you don’t pay cash they end up charging you $492 the remaining balance of $217 is more than the cash payment that they would’ve taken the day off and I was never told about that the day of the appointment. How is a place allowed to charge $492 I don’t understand , I’ve tried calling their billing department to get some answers and I have not received a call back yet. Logically and ethically this is a big reason why people do not have trust in our healthcare system and I do believe that this needs to end. I understand that it does take a little bit of time to send a bill out but not $360 more than I could’ve paid that day. My insurance company and I do not deserve this. No one does.

  Business response

  07/14/2023

  At BenchMark Physical Therapy, our goal is to provide remarkable services. We regret this was not the consumer's experience. A member of our regional leadership team has reached out to the consumer to work toward resolving this issue.

• Initial Complaint

  04/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Billing discrepancies 1. No record of all paid co-pays during the month of Feb. 2. Charges are inconsistent while services were routine with 1 treatment exception. 3. Customer service numbers fo not include billing on 800 # 4. Location office provided another number but when called the voice message was full & unable to leave a msg. 5. Over a 3 day period I am unable to connect with anyone that provides customer service for billing. 6. Frustrated & disappointed as the therapy center in Murfreesboro is stellar with staff & programs

  Business response

  05/05/2023

  Our goal at BenchMark Physical Therapy is to provide exceptional services. We regret this was not the consumer's experience. A member of our Customer Support Leadership has reached out to the consumer and worked toward a resolution.

  Customer response

  05/08/2023

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

• Initial Complaint

  03/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was seen by Benchmark PT in Woodstock GA in 2022 and 2023. They initially charged me $35 copay when they should have charged me a $25 copay. On 1/30/2023 the billing department put in for a $70 refund($7x$10). I still have not received my refund. Why does it take months to write a small check when you made the mistake not me?

  Business response

  04/04/2023

  At BenchMark Physical, our goal is to provide remarkable services. We regret this was not the consumer's experience. Our most sincere apologies for the delay. A refund was issued on 3/27/23 and is on it's way to the consumer.

*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. ↩