Physical Therapy 180 Reviews (%countItem)
Physical Therapy 180 Rating
Address: 5909 W State St, Boise, Idaho, United States, 83703-3039
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On July 9, 2019, I received an email from Erin W at PT 180 regarding a refund of $168.60 due me. It stated that this refund was in the mail, and would come in a "unmarked envelope, with no return address directly from the bank." Since the moment I received this email, I have been on the lookout, carefully going through my mail each day. I have not received any refund.
I have emailed the company, called them several times, and visited in person to try to get this resolved. They have responded with apparent unconcern, even unwilling to check with their bank to see if this refund had ever been issued or cleared. The only response I have received is a verbal statement that they "would let the person in charge know."
We are sincerely sorry this occurred as it doesn't reflect PT180's mission to serve others.
We are taking the following steps to remediate this issue:
1) *** has been contacted directly by the business owner with an apology and appreciation for making us aware of the issue.
2) A check for the full refund mount check is waiting for her at our State St. office per ***'s request.
3) Refund procedures will be altered to prevent a reoccurrence of this issue.
Thank you for bringing this to our attention so we can improve our procedures to help our patients.
Cory M
President
PT 180
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
From January 3, 2017, through March 27, 2017, PT180 charged me $100 copays for hourlong sessions and $65 copays for half-hour sessions. PT180 was out of my network with United Health Care, and I met my $3,000 out-of-network deductible after paying thousands of dollars in out-of-pocket for fees to PT180 and other medical providers. At subsequent PT180 visits from April 4, 2017, through my final visit on December 5, 2017, my copay was seemingly calculated at random: $36.46 on May 23, $42 on May 11, $19.50 on September 19, $10 on December 5, etc. When I spoke with PT180's accountant in April, I was told that a receptionist at the company had improperly coded many of my physical therapy treatments, thus the treatments were erroneously categorized/processed at United. She said, "You are not the only one who is experiencing this problem with our coding errors, and they will be fixed." I was also told I would be repaid any charges I overpaid, but that never happened. I have tried to obtain a refund from United, but they say the six-month period when I could have contested the charges had elapsed. Now PT180 claims I owe them $394.03 and is threatening to send me to collections. For fear of this happening, I made a few $10 payments that I believe I should never have been obligated to pay. I do not believe I should be financially responsible for coding errors made on the part of a PT180 employee (who, from my understanding, was subsequently fired). I would never have continued my services at PT180 if I had been clearly and honestly told what I would ultimately be charged.
Attachment redacted by Revdex.com Staf
*
March 28, 2018Re: Customer Complaint ***. Revdex.com To
Whom It May Concern:This
letter is in response to allegations made on 3/8/2018In
January 2017, ***’s insurance changed to a carrier that was out of network
with our office. The front staff was not
notified of this until his 2nd visit in January. We then rebilled his previous visit to his
current insurance carrier. He then no showed
for appointments on Jan 24th & Jan 31st & Feb 8th. *** called our office and stated he had been
hospitalized during that time.
Therefore, we waived the $35 No Show fee for those dates. Since
he had an out of network insurance, they applied Jan, Feb & March 2017
visits, o his out of network deductible.
Front office staff was notified in January that zero had been met
towards his $1,000 yearly out of network deductible & 30% co insurance. Deductible
& co insurance balances will vary from visit to visit, the service
performed & face to face contact time with the Therapist. It is also based on insurance fee schedules. He had
already paid our office $860 between Jan 3rd & March 27, 2017
all went to his deductible.Charges
billed to insurance at that point were $1086.00. If *** thinks his deductible had been met,
he needs to contact his insurance company, as they have his entire history of
doctor and hospital visits for the year. *** phoned
me on February 16th 2017, saying he received his Explanation of
Benefits from his insurance & they did not process a visit correctly. I stated that on our end it was sent out
correctly & I would contact his insurance to see what happened. He also mentioned there were no adjustments
made. I told him yes, that we are out of
network with his insurance, so there would be no adjustments. I called the insurance and they said there
was a problem with their ‘edits” & they would reprocess March visits. There
were no mistakes made with our billing. His
first statement was sent out on May 25th, 2017 for $81.81 for his deductible,
which included visits February 13th to March 27th, 2017. He made
a payment at his next visit on April 4th, 2017 of $19.50, which went
toward that balance. His remaining balance to be paid was $62.31. On
April 18th, I was authorized to start taking adjustments off ***’s
balance when insurance made payments, in order to “help him out”. Adjustments from his balance that were taken
as a courtesy, as well as removal of the 3 “No Shows fees” waived totaled
$959.93On May
9th, 2017 visit, ***’s insurance requested documentation to support medical
necessity for two visits in April.
Documentation was sent and claims remained in pending insurance
status. Between
April 12th & May 23rd, *** paid $171.50 towards previous balances
& co insurance that was applied to April 18th, May 2nd & May 23rd therapy sessions.
Meanwhile, insurance was requesting more documentation for therapy
sessions on May 11th & May 16th. These remained in “pending insurance”
status. ***’s
next statement was sent out on June 22nd, 2017 for $133.77, which
included his previous balance between February & March, co-insurance for
April 4th, and a No Show fee for June 13th, 2017. Between
August 11 2017 & September 12th , 2017, *** came to our office
7 more times without making a
co-insurance payment at the time of service.
His insurance was applying a co-insurance balance of $25-$35 for each
therapy session varying due to services provided and fee schedule. ***
made payments again on 9/19/17
$19.509/29/17
$30.0010/3/17
$30.00His
balance eventually grew to be $499.95 when statements were sent on October 26th,
2017. This balance included a 1.5 %
interest each month. His
most recent payments;11/15/17
$50.0012/5/17
$10.002/22/18
$ 20.00 His
balance is $398.36 as of 3/2/18. In
summary, to his complaint;NO ONE has been fired from
this practice in over six years. We have had several receptionists quit
this year but there was no relationship to incorrect billing or handling
of ***’s case.Our Doctors of Physical
Therapy determine what codes/services/duration are billed to the
insurances based on the treatment received. Our Receptionists have NO ACCESS to
these records. *** was notified at his
very first visit in January, his insurance was out of network with our
office and physical therapy benefits and he chose to continue treatment by
our Physical Therapists. ***’s first 10 sessions
were applied to his deductible. We
received no payment from the insurance company for these services and
there was no overpayment.Co-insurances are based on
30% of charges. This is not consistent co-pay. Charges vary with services
provided.He has NEVER been
threatened over the phone with collections. This is only done so in writing. HOWEVER, if $398.36 balance is not
submitted in a timey manner, the collections process will begin.Thank
you for your attention,Erin
W***, Billing Specialist
Julia T, PT Owner of PT
180°