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Physical Therapy & Sports Medicine Center

17902 Georgia Ave Ste 220, Olney, Maryland, United States, 20832-2279

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Physical Therapy & Sports Medicine Center Reviews (%countItem)

When viewing the other complaint in 2017, I thought I might have written it in my sleep. I'm having the same exact issue. It's a shame that the billing department is giving this business a black mark.

I took PT at this facility from 9/14/2018 until 4/16/19. When looking at how much insurance paid and what I paid weekly, I realized I had been overcharged. I brought this to the attention of Billie who promptly referred me to billing. I spoke with Von M and even sent him documentation that I painstakingly did myself. After a lot of back and forth, several emails and phone calls and being ignored, he finally told me in April that he was waiting on my insurance and promised he would get back to me as soon as he heard from them. That was the last I ever heard from him.

I sent him an email recently and told him I was sure by now *** had paid as it was September and I last spoke to him in April. I received no response. I then had enough and asked for a supervisor. I was given Sasan C's name and told she was out of the office until the following Tuesday so I left a detailed message. I gave her the entire week to get back to me which she didn't. I then left yet another message with the billing office on Friday, 9/20 that I would appreciate the courtesy of a reply from someone that day. Again, I received no response.

Additionally, my husband, *** also had PT 9/27/2018 through 12/6/2018 and was also overcharged.

Physical Therapy & Sports Medicine Center Response • Oct 07, 2019

Date: Mon, Oct 7, 2019 at 8:12 AMSubject: PTSMC Response to Customer complaintTo: *** <***>Good Morning ***,

Thank you for your email notifying PTSMC of the patient complaint. It is PTSMC's goal to have our reputation emphasize the great quality of PT treatment and professional customer service we provide, so to have this isolated incident taint our A+ profile with, is not what we aim to achieve for our business.

PTSMC's billing personnel was working on the case and admittedly, failed to follow up on the refund request in a timely manner after the dates of serviced were paid by the insurance.Our corporate department has reached out to the patient, apologized and let her know that we take customer service seriously and patient satisfaction is important. The attached letter was sent to patient in the mail on Friday, along with completed refund.

At PTSMC, we work everyday reduce physical pain for our patients. However, we also do our best to ensure that the entire process from the moment they enter our doors at the front desk to the moment they leave - is a smooth, upfront process where all dues and and fees are disclosed. We work tirelessly to grow our company brand and to perfect our protocol and services so that we are the number 1 choice for physical therapy in the region.

While no business is perfect, we strive to provide the best service to our community. This matter has already been addressed with department staff on Friday and will be referenced in our future billing department training sessions.


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Address: 17902 Georgia Ave Ste 220, Olney, Maryland, United States, 20832-2279


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+1 (301) 446-1647
+1 (240) 245-4916
+1 (301) 774-1394
+1 (240) 770-8156
+1 (443) 422-3513


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