ATI Physical Therapy Corporate Offices

Complaint: [redacted]
I am rejecting this response because: Again,  the items/ services/exercises weren't effective. The initial design of the session(s)  caused more aggravation than alleviation of the pain and discomfort I came in to relief. My request was for removal of the ineffective items.  That request should have been honored. I should have been able to continue with my well- being, being your company's primary concern. Instead,  I was told I had to be dismissed, entirely.  That was an unethical decision on the staff/ company's part. I should not have to pay monetarily and physically for your unethical practices.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/18) */
Contact Name and Title: CindyGriffiths,PT,MPT,CHC
Contact Phone: XXXXXXXXXX ext 7803
Contact Email: [redacted]@atipt.com
This response is in reference to case # XXXXXXXX. Thank you for bringing this matter to our attention. It is our...

understanding that in an effort to automate a workflow, an error occurred that sent [redacted] a letter stating she had an unpaid balance. Our billing department has confirmed that [redacted] has not been sent to collections and her account is in good standing with no balance. Our Customer Service Department has confirmed a satisfactory outcome with [redacted]. This complaint is resolved at this time and we apologize for the inconvenience.

Thank you for bringing this matter to our attention. ATI Physical Therapy continues its commitment to honesty, integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns please contact our Chief Compliance Officer, [redacted]. She can be reached at (XXX) XXX-XXXX ext. 7193 or via email at [redacted]@atipt.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1001, 14, 2015/05/19) */
Our records indicate that this patient's account was billed correctly in accordance with the information provided. Our billing office attempted to discuss the billing with the patient as well as the clinic director. Patient refused to provide...

at fault carrier information as well as her attorney information. The clinic director, couldn't get the patient to give us any other information as well. Our billing office left several messages for the patient in an attempt to clear the matter up. The patient never directed us to refund her med/pay insurance [redacted] The patient is upset that her ATI bills were processed against her med/pay and the balance exhausted her med/pay coverage through [redacted] Med/pay is managed on a first claim in basis and apparently ATI's claims were first to be submitted and as such were the first to be paid from available funds. Her complaint was that she wanted her hospital bills to be paid through the Med/pay available from [redacted] not her physical therapy treatment. As the account stands now, she still has a balance as her private health insurance has maxed as well. We maintain that the account was processed in accordance with standards of practice, information provided and was accurate and complete. Thank you.

Complaint: [redacted]
I am rejecting this response because of improper procedures and un-timely billing as the fault lies with ATI [redacted]. I demand proof of all documents that were supposedly signed at intake as well as all of the file notes which include times and dates that my insurance and Doctors were supposedly contacted.  I know what I saw and I know what I heard from the physical therapist and both were unprofessional and extremely careless. The U.S. Army has better billing than ATI [redacted]. I also demand a detailed and complete billing showing all insurance submissions, requests, payments, write offs and any other payments made on the account. The proof of burden lies with ATI not me as I am unfairly being taken advantage of.
Sincerely,
[redacted]

This response is in reference to case #[redacted].  Thank you for bringing this matter to our attention.  Our intake process includes having patients acknowledge in writing their financial responsibility.  Our records indicate that Ms. [redacted] did in fact acknowledge her financial...

responsibility at the initiation of treatment which indicated that BCBS of Washington covered her services at 80% and she would be responsible for 20% co-insurance.  All billing was performed timely and the patient’s remaining balance is due to her co-insurance responsibility.  As a courtesy to our patients, we verify insurance at the start of care; however, patients are ultimately responsible to be aware of their insurance coverage, limitations, and terms and conditions of their policy including deductible, copayment, and coinsurances. We have offered Ms. [redacted] a payment plan for her remaining balance and consider this matter resolved at this time.  We apologize for the inconvenience.                        ATI Physical Therapy continues its commitment to honesty, integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns please contact our Chief Compliance Officer, [redacted].  She can be reached at ([redacted] or via email at [redacted]@atipt.com

This response is in reference to case # [redacted].  Thank you for bringing this matter to our attention.  Ms. [redacted] received services at our facility in February 2017.  A thorough review of the clinical documentation has been completed and it has been determined that treatment...

rendered was part of a supervised and skilled plan of care and appropriately billed according to payor contract requirements, standards of practice, and state practice guidelines.  We consider this matter closed at this time.                         ATI Physical Therapy continues its commitment to honesty, integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns please contact our Chief Compliance Officer, [redacted].  She can be reached at ([redacted] or via email at [redacted]

Complaint: [redacted]
I am rejecting this response until I receive the complete billing showing the charges breakdown including billing codes of items supposedly billed to my insurance. The billing was not completed in a timely manor which was voiced numerous times by my physical therapist to me during treatments. Once I look them over and contact the insurance company to see if what was sent to me is valid and true than I will consider options. I recommend training of the physical therapists to not mislead their patients as well as to be open and honest about billing issues. Telling your patient that they don't have time to submit their notes to the insurance company and the Doctor causing billing issues is unprofessional and a horrid business plan.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11865141, and find that this resolution is satisfactory to me.
Sincerely,
William M Young

This response is in reference to case #[redacted].  Thank you for bringing this matter to our attention.  Mr. [redacted] reports concerns related to treatment that occurred from June 2015 to July 2015.  A thorough review of the clinical documentation has been completed and...

it has been determined that treatment rendered was part of a supervised and skilled plan of care and appropriately billed according to payor contract requirements, standards of practice, and state practice guidelines.  There is a balance on the account of $177.63 which is part of Mr. [redacted]’ annual deductible.  A detailed billing summary has been sent to Mr. [redacted] per his request.  We changed our billing platform during the course of Mr. [redacted]’ treatment so two separate account ledgers were sent to him with a $177.63 total.  In addition, Mr. [redacted] reports never receiving a copy of his exercises to be performed as part of an independent home exercise program and those exercises have been mailed to him as well. We apologize for the inconvenience and consider this matter resolved.                         ATI Physical Therapy continues its commitment to honesty, integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns please contact our Chief Compliance Officer, [redacted].  She can be reached at [redacted] or via email at [redacted].[redacted]@atipt.com

Complaint: [redacted]
I am rejecting this response because: To avoid redundancy,  please refer to the two complaints that were previously submitted. ATI clearly does not highly regard the well-being of it's patients as being important. This company only exist to make a profit off of a customer's misfortune. How can you ethically bill me for services that were not condusive to my wellness? Shouldn't your clients have a right to express dissatisfaction with particular services without having your "physical therapists" dismiss the entire program? However, I can see how removing the ineffective  services wouldn't be profitable for your company. Afterall, your primary goal is to make money vs. to actually care for a person's wellness. Your lack of regard conveys your overall lack of concern.
Sincerely,
[redacted]

This response is in reference to case # [redacted] which was addressed previously in response to case # [redacted].  Thank you for bringing this matter to our attention.  Ms. [redacted] reports submitting a payment for $77 that was not received by our Billing Department and the account...

was sent to collections when the balance was not paid in full.  Due to potential errors receiving the payment, we have extended a discount in the interest of customer service and good will for the remaining patient responsibility of $77.00.  There is a zero balance on the account and all collection notices have been cancelled.  There is no impact on Ms. [redacted]’s credit history.  We apologize for the inconvenience and consider this matter resolved.                        ATI Physical Therapy continues its commitment to honesty, integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns please contact our Chief Compliance Officer, [redacted].  She can be reached at ([redacted] or via email at [redacted]

This response is in reference to case #[redacted].  Thank you for bringing this matter to our attention.  Mr. [redacted] insurance was not entered correctly on his account at the start of his care.  The proper insurance has been loaded at this time and an accurate statement...

will be sent to Mr. [redacted] once insurance has processed the claim. We apologize for the inconvenience and consider this matter resolved.                        ATI Physical Therapy continues its commitment to honesty, integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns please contact our Chief Compliance Officer, [redacted].  She can be reached at [redacted]

This response is in reference to case [redacted].  Thank you for bringing this matter to our attention.  Claims are still being processed for treatment that Ms. [redacted] received.  We sent an account ledger to Ms. [redacted] upon her request 12/27/17 via regular mail and again on 1/4/18 via...

email.  Once claims have been processed with Ms. [redacted] insurance, a statement will be sent to Ms. [redacted].  Our Patient Advocate Team has contacted Ms. [redacted] and she stated satisfaction with the outcome.  We consider this matter resolved at this time and apologize for the inconvenience.                         ATI Physical Therapy continues its commitment to honesty, integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns please contact our Chief Compliance Officer, [redacted].  She can be reached at [redacted] or via email at [redacted]@atipt.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

This response is in reference to case #[redacted].  Thank you for bringing this matter to our attention.  Mr[redacted] made a payment on his account that was applied in error to a different patient’s account.  The accounts have been corrected and Mr[redacted] was issued a refund in the...

form of a check for $53.83 on October 3, 2016.  The Customer Service Department has contacted Mr[redacted] to inform him of the correction and let him know to call with any questions.  We apologize for the inconvenience and consider this matter resolved.                        ATI Physical Therapy continues its commitment to honesty, integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns please contact our Chief Compliance Officer, [redacted].  She can be reached at [redacted] or via email at [redacted]