ATI Physical Therapy

Terrible experience. The therapist would work with 2 - 3 patients at one time, constant interruptions with no regard for my time , would talk to other patients while manipulating my injury area. To make matters worse they setup an online account with my exercises and I could not access the account. I called on a regular basis for 4 weeks straight going through the menu and hearing operator not available; left messages and no one ever returned a single call or cared. Now they want to send an outrageous bill for my portion owed. Apparently the insurance covered less than they originally quoted. I may need to go back for more therapy but it definitely won't be ATI. They never even send a survey or did a followup

I gave *** a check for $dollars and cents on June This matter should be closedThe battery was old and I didn't want to make a bigger deal out of this than it already was so I just paid him for the batteryNo hard feelings*** ***

The patient complaint for this case has been managed by ATI Physical Therapy’s customer service department. The patient has been contacted, a resolution was agreed upon by both parties, and ATI Physical Therapy now considers the account closed as of
5/14/14. Please contact me directly if any additional information is required
*** *** PT, DPT, CHC
Clinical Compliance Manager
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This response is in reference to case #*** Thank you for bringing this matter to our attention. As previously stated, we acknowledge there was a substantial amount of time that lapsed from the time services were received and the billing was fully processed. We stand by our original response and consider this matter resolved at this time. 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 conductIf you have any additional questions or concerns please contact our Chief Compliance Officer, Lynn ***. She can be reached at (630) 296-or via email at lynn.***@atipt.com

I will accept the rate of $100, which was promised to me by my physical therapist, but I still stand by my claim of fraud and deceptive practice at ATI Physical TherapyThe fact that I had to go through all of this proves itYou're trying to tell me that it normally costs $for some minimally educated employee to adminiter a basic workout regimen? I think notI will be sure to never return again and I will also be sure to let everyone I know to never use the services of ATI Physical Therapy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
ATI makes no mention that in our mutual agreement: They agreed that I (*** ***) have a patient's responsibility of $and owe them nothingIf and until those terms are stated in their response to the Revdex.com, I wish to keep this case openI would also like a Certified letter showing the zero dollar balance due on my behalfSincerely, *** ***
Regards, *** ***

Complaint: ***
I am rejecting this response because: Please note that this is pending my receiving and agreeing with the documentation that ATI says they are sending
Sincerely,
*** ***

This response is in reference to case #*** Thank you for bringing this matter to our attention. The verification of benefits occurs at the start of care for patients; however, patients are ultimately responsible to be aware of their insurance coverage, limitations, and terms and
conditions of their policy including deductible, copayment, and coinsurancesAny estimates of co-insurances are provided as estimates at the start of care. Individual dates of service are billed at the time of service due to individualized treatment that is delivered by a licensed clinician. Ms*** was provided an estimate of $9-$per visit at the start of care and the co-insurance actually varied from $14-$25. A thorough review of the clinical documentation has been completed and it has been determined that all 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. In the interest of customer service and good will, Ms*** has been offered a 10% discount to the final balance. 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 conductIf you have any additional questions or concerns please contact our Chief Compliance Officer, *** ***. She can be reached at (*** *** or via email at ***

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

This response is in reference to case #*** Thank you for bringing this matter to our attention. Ms*** was treated at our facility 4/15/and insurance finalized the claim in May of 2016. Secondary to a delay in processing, Ms*** was not billed for her patient
responsibility until August of 2017. Although we can bill Ms*** appropriately for the patient responsibility, we have adjusted the final balance of $to zero in the interest of customer service and good will, admitting no fault or liability. Our Patient Advocate Team has contacted Ms*** and a zero balance statement has been sent to Ms***. 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 conductIf you have any additional questions or concerns please contact our Chief Compliance Officer, *** ***. She can be reached at (*** *** or via email at [email protected]

This response is in reference to case #*** Thank you for bringing this matter to our attention. Mr*** insurance was verified at the initiation of treatment to be in network with BCBS MI covered at 50% and there was nothing remaining towards Mr*** deductible.
However, Mr*** insurance inappropriately processed as out of network. The claims related to treatment have been resubmitted and once the claims process is finalized, an updated patient statement will be provided to Mr***. Upon receipt of this complaint, our Patient Advocate Team contacted Mr*** and he stated satisfaction with a one-time customer service discount of 25% that will be applied to any remaining patient balance once claims have processed. We admit no fault or liability and consider this matter resolved and apologize for the inconvenience. ATI Physical Therapy continues its commitment to honesty, integrity, and upholding the highest standards of professional conductIf you have any additional questions or concerns please contact our Chief Compliance Officer, *** ***. She can be reached at (*** *** ** *** *** ** ***@atipt.com

*** After reviewing the patient accounts that were referenced in the below complaint it was determined that the patient currently has no outstanding balance to be paid to ATI Physical Therapy. Due to there being no balance on the patient’s account there will be no impact on the patient’s
credit report. ATI considers this matter closed as no further payment or refund is required. Thank you *** ***, PT, DPT, CHC Director of Compliance ATI Physical Therapy Remington Boulevard | Bolingbrook, IL 60440 ** *** *** *** * ** ***

This response is in reference to case # *** Thank you for bringing this matter to our attention. Ms*** *** was treated at our facility for an injury related to an auto claim. Upon denial of the auto claim, it appears Ms***’s group insurance was not obtained
fully to properly submit claims to Ms***’s group carrier. It appears that our records only provide for a copy of the back of an insurance card that did not include the policy number or other applicable information. Our customer service department inquired with Ms*** as to the group carrier policy information when recently contacted and she was not able to provide any such information. Given the auto carrier denied the claim and no secondary insurance carrier information was provided to permit us to appropriately and timely bill the secondary carrier, the patient balance appropriately dropped to Ms***. Had we been able to bill her group insurance within the timely filing parameters, the claim would have been contractually discounted to $1,It would appear that Ms*** would likely have had a $copay associated with her group health plan resulting in a patient responsibility amount of $Although we are permitted to bill the patient the amount in full, in the interest of customer service we will agree to accept $as payment in full for all services rendered. An updated statement will be sent to Ms*** reflective of the final balance of $375.00 No information related to Ms*** has been sent to a third party collection agency and there is no impact on Ms***’s credit history from this occurrence. We attempted to contact Ms*** to review the current patient balance and an updated statement has been sent to Ms***. 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 conductIf you have any additional questions or concerns please contact our Chief Compliance Officer, *** ***. She can be reached at *** *** *** *** ** *** *** ** ***

Good afternoon,
*** *** currently has a $balance with ATI. A letter indicating this balance was sent to *** *** on or about 5/14/14. If *** *** would like an additional letter, or was not in receipt of this letter indicating he currently has no remaining balance, we ask that he contact the ATI Customer Service Department directly to ensure we can provide him with the documentation he is requesting. Thank you
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This response is in reference to case #*** Thank you for bringing this matter to our attention. Ms*** *** has been contacted by our Customer Advocate Department regarding her billing
questions and offered a discount in the interest of customer service for her final bill. Ms*** was also set up on a payment plan and has been removed from the collections process. Ms*** reported a satisfactory outcome and we consider this matter resolved at this time. 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 conductIf you have any additional questions or concerns please contact our Chief Compliance Officer, *** ***. She can be reached at *** *** *** *** or via email at ***
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Initial Business Response /* (1000, 5, 2015/12/22) */
Contact Name and Title: Lynn ***
Contact Phone: Chief Compliance Off
Contact Email: ***@atipt.com
Thank you for bringing this matter to our attention We take all patient complaints serious and appreciate the opportunity to
address your concernOur records indicate that you presented to an ATI clinic that was not a contracted provider under your insurance plan ATI agreed to process your claims under a patient payment agreement as if you were being treated at an in-network clinic Your claims should have been processed at the agreed upon in-network rate I apologize for the inconvenience and frustration that this process has causedWe have reached out to the Customer Service Manager regarding additional training for customer service agents on how to better manage out of network patients and payment agreements Your claims have been corrected and will be processed a the agreed upon rate Thank you for allowing us to address your concern If you need anything further please contact our patient advocate Leta at XXX-XXX-XXXX ext
Regards,
Lynn ***
Chief Compliance Officer
OFFER:
Initial Consumer Rebuttal /* (2000, 7, 2015/12/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Sent: Wednesday, July 06, 8:AM Subject: ID *** To Whom it may concern, This is in response to the letter regarding the complaint ***. *** *** has a history of writing NSF checks and the one she has referenced was returned by the bank for a total of $433.75. The
NSF fee for this was $25, per the district rate order. During an audit it was noted and put back on her account, as with any NSF no funds were received. We have explained to *** that if she can provide information that the check went through from her bank that conflicts with the report we received from the district’s bank then we can continue to look further into the issue. No proof the check cleared has been provided, which goes along with the NSF notice we received for her check for $The high bill she references in April was due to several months of continuing to not pay off the balance and it grew over several months. There were no extra fees other than the late fees on the account at that time for not paying the account on a regular basis. Please let me know if you have any questionsThank youShaun H*** Customer Service Manager *** *** *** *** ** *** ** ***
*** *** *** *** www.tng-utility.com

This response is in reference to case *** Thank you for bringing this matter to our attention. Mr*** states concerns related to a remaining $patient balance. The $patient balance are copays for dates of service. The verification of benefits occurs at the
time of service for patients and patients are ultimately responsible to be aware of their insurance coverage, limitations, and terms and conditions of their policy including deductible, copayment, and coinsurancesWe admit no fault or liability; however, in the interest of customer service and good will, the patient’s balance has been adjusted to zero. Our Patient Advocate Team has contacted Mr*** and a zero balance statement has been sent to Mr***. 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 conductIf you have any additional questions or concerns please contact our Chief Compliance Officer, *** ***. She can be reached at (*** *** or via email at ***@atipt.com

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
Judith [redacted]

This response is in reference to case #[redacted].  Thank you for bringing this matter to our attention.  Mr. [redacted] insurance benefits were verified at the initiation of treatment to include a $40 copay per visit.  ATI Physical Therapy completes insurance verification as a courtesy...

for all patients as part of the patient intake process.  Patients are informed of the benefits as verified by the [redacted] Insurance Verification Department.  In addition, patients are notified that ATI assumes no liability for any benefit information that is misquoted by their insurance carrier.  Therefore, it is ultimately the responsibility of the patient to be aware of their insurance coverage, limitations, and terms and conditions of their policy.  Upon submission of claims to Mr. [redacted] insurance provider, Mr. [redacted] insurance carrier assessed an additional copay for his evaluation.  ATI assumes no liability and in the interest of customer service and good will, Mr. [redacted] was offered a one-time courtesy discount in the amount of 50% to his remaining balance.  Our Patient Advocate Team contacted Mr. [redacted] and the patient reported a satisfactory outcome.  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]@atipt.com