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NovaCare Rehabilitation Reviews (16)

Theft by withholding info.
I was terribly disappointed with the lack of transparency regarding charges as they were being accrued. I asked at my first appointment what I would be charged and was told I would be responsible for a coninsurance of 20%. They failed to mention that I had to meet a $750 deductible first, and sprang me with a massive bill after 7 visits. When I received my first bill, I immediately canceled my future appts. Every time I tried to call, I was not able to talk to a human being in my time restraints. Upon receiving notice of collections, I spent a lengthy time on the phone. They refused to accept fault for their failure to inform me of the deductible amount. They his administration runs their business with underhanded billing tactics. Please don’t get burned like I did.

Started physical therapy and completed 2 months. In the beginning the therapist was willing and do hands on therapy. When he stopped doing this after my exercises I explained I needed the hands on to continue to manipulate my shoulder to get it to relax and relieve pain, this way I would not have to take as much pain med. He refused. Pain so bad when I finished I was crying in pain. He showed no remorse, he rarely observed me doing my exercises. He was either on his laptop, cell phone or just walked away. Only one time did he ask me to raise my arm to see how high I could raise it. He treated me rudely, disrespectfully, and has no compassion. I am only one third into my therapy and because of all this I have had to find another physical therapist in another office, during this difficult time already it was practically impossible to find a place taking a new patient. I am mentally disabled and continue to do what exercises at home, but now am severely depressed and all due to his poor quality of service. If he was that afraid of the virus why didn't he wear a mask or gloves.

NovaCare Rehabilitation Response • Apr 27, 2020

Dear Revdex.com;
I am writing in response to the complaint ID #: *** dated 4/16/2020. Upon receipt of the letter on 4/27/2020, listed below are the steps that were taken to address this patients concerns.
I personally spoke with the patient on 4/27/2020 to obtain a verbal account of her experience at our facility and reviewed our policy for addressing such concerns. I then spoke directly with the treating therapist on 4/27/2020. The patient's treating physician has been notified as well of the situation.
---
• NovaCare Rehabilitation and our clinical services team will be monitoring and following up on the action items identified following my phone calls today during the next 30 day time period. Those actions Include:
• Appropriate clinical documentation Appropriate usage of personal protective equipment per our Internal and CDC policies how to handle patient requests for clinically indicated or contraindicated treatments Conflict resolution communication training.
• Through my communications with the patient, the treating therapist, the referring physician and subsequent action plan, I hope to provide a satisfactory response to the patient's complaints listed in her letter on 4/16/2020.
NovaCare Rehabilitation takes any and all patient concerns seriously. We understand that patients have a choice in choosing their medical providers. We take any and all suggestions to better our services. I sincerely thank the Revdex.com for bringing this concern to our attention so we were able to address this in a professional manner and have an amiable resolution,
Sincerely,

Michelle K, DPT
Regional Director of Operations NovaCare Rehabilitation

Customer Response • Apr 29, 2020

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.

Regards

RE: Customer Complaint ID # [redacted] ? Dear MsEdwards,I am in receipt of the complaint for the above referenced patient, [redacted] I have reviewed all of the notes in the accountI see that the patient was provided information that a refund check was mailed out to him on two different occasions by of our more new employees and that information was not correctI have confirmed with our accounts payable department today that the patient's refund check was dated 7/6/and was mailed to his home address that we have on file from our corporate officeThis situation should now be resolved as the patient will be receiving his check soon, if he has not received it already.Furthermore, because of this situation we have taken the steps to retrain our entire department on the correct process of refunds so that this can be avoided in the future and correct information is provided to our patients the first phone callIf I can be of any more assistance please let me know.Samantha S*Customer Service Supervisor - Pittsburgh CBSelect Physical Therapy/NovaCare Rehabilitation/KORT ###-###-#### ###-###-#### (fax)Email: [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint Regards, [redacted] ***

RE: Customer Complaint ID # [redacted] Dear Ms [redacted] ,I am in receipt of the complaint for the above referenced patient, [redacted] I have reviewed the account in questionAll of our patient balance statements are due upon receiptHowever, as a courtesy we will extend a payment plan to any patient that requests a payment arrangement to allow them to pay over timeThe patient never contacted our office to set up a payment plan, but was just sending in $a month with no official payment plan in placeWith the balance due it would take the patient over years to pay off their account.We did send out a letter to the patient to prompt them to contact our office so we could get them on a more acceptable payment plan to get the account paid off in a more timely fashionWhen the patient's wife contacted our office to discuss the notice she was not willing to work with us on setting the balance up on an official payment plan with an increased monthly payment amount.We are still willing to work with the patient and stop the collections process if they are willing to set up an official payment plan at $a month until the balance is paid offIf the patient would like to accept this arrangement they will need to contact our customer service department at ###-###-####.Thank you,Samantha S [redacted] Customer Service Supervisor - Pittsburgh CBO Select Physical Therapy/NovaCare Rehabilitation/KORT ###-###-#### ###-###-#### (fax)Email: [redacted]

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, [redacted]

RE: Customer Complaint ID # *** Dear MsEdwards,I am in receipt of the complaint for the above referenced patient, *** ***I have reviewed all of the notes in the accountI see that the patient was provided information that a refund check was mailed out to him on two different
occasions by of our more new employees and that information was not correctI have confirmed with our accounts payable department today that the patient's refund check was dated 7/6/and was mailed to his home address that we have on file from our corporate officeThis situation should now be resolved as the patient will be receiving his check soon, if he has not received it already.Furthermore, because of this situation we have taken the steps to retrain our entire department on the correct process of refunds so that this can be avoided in the future and correct information is provided to our patients the first phone callIf I can be of any more assistance please let me know.Samantha S*Customer Service Supervisor - Pittsburgh CBSelect Physical Therapy/NovaCare Rehabilitation/KORT ###-###-#### ###-###-#### (fax)Email: ***

RE: Customer Complaint ID # *** Dear MsEdwards,I am in receipt of the complaint for the above referenced patient, *** ***I have reviewed all of the notes in the accountI see that the patient was provided information that a refund check was mailed out to him on two different
occasions by of our more new employees and that information was not correctI have confirmed with our accounts payable department today that the patient's refund check was dated 7/6/and was mailed to his home address that we have on file from our corporate officeThis situation should now be resolved as the patient will be receiving his check soon, if he has not received it already.Furthermore, because of this situation we have taken the steps to retrain our entire department on the correct process of refunds so that this can be avoided in the future and correct information is provided to our patients the first phone callIf I can be of any more assistance please let me know.Samantha S*Customer Service Supervisor - Pittsburgh CBSelect Physical Therapy/NovaCare Rehabilitation/KORT ###-###-#### ###-###-#### (fax)Email: ***

I am following up on the second request from Mr***I apologize for any misunderstanding on the last call Mr*** had with NovaCare Rehabilitation on 10/28/The person who took the call from Mr*** thought he was just cancelling his scheduled appointmentAgain, we apologize for this misinterpretationAdvanced protocols of Physical Therapy are needed for many complex surgeries that are performed by PhysiciansMr*** has had a complex surgery that requires specific protocols of careWe often get educated by the Physicians we work with to assure we understand the medical procedures and contraindicationsWe apologize that the NovaCare personnel was not introduced to Mr***In the future if we are requested to see Mr*** with the Dr., then we will make sure to be introduced and Mr*** given an option if he wants us to be presentWe take the privacy of each patient extremely serious and I can assure you that we were not privileged to any information beyond the Physical Therapy prescriptionBy law, Mr*** can go to any Physical Therapy providerWe work closely with all Physicians to make sure we are providing the best possible care to each patientCommunication is vital for the success of any rehabilitation programPlease accept our sincere apologyOur intent was only to provide Mr*** an exceptional clinical outcometip/ *** ** *** Vice President

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.?
Regards,
*** ***

RE: Customer Complaint ID # ***? Dear Ms***,I am in receipt of the complaint for the above referenced patient, *** ***I have reviewed the account in questionAll of our patient balance statements are due upon receiptHowever, as a courtesy we will extend a payment plan to
any patient that requests a payment arrangement to allow them to pay over timeThe patient never contacted our office to set up a payment plan, but was just sending in $a month with no official payment plan in placeWith the balance due it would take the patient over years to pay off their account.We did send out a letter to the patient to prompt them to contact our office so we could get them on a more acceptable payment plan to get the account paid off in a more timely fashionWhen the patient's wife contacted our office to discuss the notice she was not willing to work with us on setting the balance up on an official payment plan with an increased monthly payment amount.We are still willing to work with the patient and stop the collections process if they are willing to set up an official payment plan at $a month until the balance is paid offIf the patient would like to accept this arrangement they will need to contact our customer service department at ###-###-####.Thank you,Samantha S*Customer Service Supervisor - Pittsburgh CBO Select Physical Therapy/NovaCare Rehabilitation/KORT ###-###-#### ###-###-#### (fax)Email: ***

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,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  
Regards,
[redacted]

RE: Customer Complaint ID # [redacted] Dear Ms. [redacted],I am in receipt of the complaint for the above referenced patient, [redacted]. I have reviewed the account in question. All of our patient balance statements are due upon receipt. However, as a courtesy we will extend a payment plan to...

any patient that requests a payment arrangement to allow them to pay over time. The patient never contacted our office to set up a payment plan, but was just sending in $20.00 a month with no official payment plan in place. With the balance due it would take the patient over 3 years to pay off their account.We did send out a letter to the patient to prompt them to contact our office so we could get them on a more acceptable payment plan to get the account paid off in a more timely fashion. When the patient's wife contacted our office to discuss the notice she was not willing to work with us on setting the balance up on an official payment plan with an increased monthly payment amount.We are still willing to work with the patient and stop the collections process if they are willing to set up an official payment plan at $50.00 a month until the balance is paid off. If the patient would like to accept this arrangement they will need to contact our customer service department at ###-###-####.Thank you,Samantha S[redacted]Customer Service Supervisor - Pittsburgh CBO Select Physical Therapy/NovaCare Rehabilitation/KORT ###-###-#### ###-###-#### (fax)Email: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  I have typed up my own letter with further information, which is attached as a word document.
Regards,
[redacted]...

[redacted]

Review: We received our initial invoice on 8/4/2015 for physical therapy services that NovaCare provided.This statement was incorrect. Since then I've exchanged emails with NovaCare and have had phone calls with them discussing the incorrect invoice. NovaCare agreed to correct the invoice. As agreed, once I received the correct invoice then I would pay it immediately.NovaCare has still never corrected the invoice.As of today (10/19/2015) I received a collection notice from NovaCare for the bill which NovaCare has yet to correct.NovaCare has repeatedly indicated that they would correct it so that I can pay it immediately. However, they have never corrected the bill and are now sending me to collections for an incorrect and invalid invoice.Desired Settlement: 1. Correct the invoice as agreed upon by...a. Including all physical therapy visits.b. Apply the 20% reduction that NovaCare agreed they would apply.2. Remove the collections notice.3. I will then immediately pay the corrected invoice.

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Description: REHABILITATION SERVICES

Address: PO Box 534509, Atlanta, Georgia, United States, 30353-4509

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