Turning Pointe Physical Therapy INC

Review: Been attending Turning Pointe Physical Therapy since 2012 with no issues, on Wednesday July 24, 2013, I called hours before my appointment and cancelled my PT appointment with plenty of notice due to an illness that my therapist was aware of and is documented in my health file. In 2012 the office secretaries have instructed me to cancel any appointment if I am ill in anyway, that is exactly what I did. No one informed me of a $75 fee for not canceling in a specific time frame. In August I received a bill for $75 for late cancelation. In September I received another bill for the same cancelation but the amount was different, this bill was for $50 with a $10 monthly charge. I am disputing all charges. My therapist contacted me from her personal cel phone and apologized for the way the office treated me and charged me when I did cancel with notice. I did not agree to these charges and I did not received any notice of this astronomical fee and refuse to pay. I believe the office is retaliating because I took my business else where. Any help with resolution would be a blessing.Desired Settlement: Dismissal of all charges.

Business

Response:

[redacted] wrote this report because she was charged a late cancellation fee for which she was assessed due to canceling her appointment with less than 24 hours’ notice, [redacted] has been seen in our facility several times over the past year (2012 & 2013). She was aware of and signed our cancellation/no show policy that states that she would be charged for any cancellations that do not give the office at least 24 hours5 notice or any times she does not show up for her appointments.

When [redacted] received this late cancellation bill, she was very upset and told us she would not pay the fee and that she wanted us to cancel all of her upcoming appointments. We obliged her request, We then contacted her L&I case worker to maintain open communication regarding her care and to notify the case worker that there would be no more services provided by our facility due to her sketchy attendance. The case worker was VERY apologetic noting that this situation has happened in the past with other facilities and that this patient was indeed responsible for the late cancellation charge. The case worker then asked us to send her a complete listing of all of this patient's appointments over the past year and note whether the client had been seen or cancelled/no showed.

In reviewing these appointments, it was further discovered that the client cancelled and no showed several appointments for which she was never charged. We have been very lenient with this client and tried to work with her on paying this bill, but she was very disrespectful to the office staff and refused any sort of appropriate communication.

As a company, we strive to provide excellent customer service in addition to superior physical therapy services. We provide only one hour (one-on-one) sessions and utilize no PT aides, This is a very expensive, yet effective way to provide physical therapy. We go above and beyond to insure that our clients have a good experience at our office. We do not, however, allow patients to mistreat our therapists or administrative staff by not showing to an appointment or by providing less than adequate time to cancel an appointment.

Please feel free to contact me with any additional questions or requests for additional documentation,

Consumer

Response:

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. For your reference, details of the offer I reviewed appear below.

Please note that these dates have been altered to fit the businesses rebuttal and have a legitimate argument for not dismissing the fee only after I canceled all my future appointments on August 8th. This business only contacted labor and industries to maliciously and falsely exaggerate these dates and try to slander me and bring false negative information to my case. I have a witness and text messages from my therapist that states she is not in agreement with the offices handling of this fee and now the falsifying of my patient history.

Regards,

Consumer

Response:

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. For your reference, details of the offer I reviewed appear below.

I would like to resolve this issue with Turning Pointe PT, I am offering to SETTLE this tedious issue by offering half of the last posted bill minus the astronomical ten dollar a month re bill fee. My offer is $25 as made in full. Let me know if they will accept this.

Business

Response:

During our last correspondence with [redacted] regarding her outstanding bill, she stated that she will not pay and that we should send her to collections. I am gratified that she is even willing to pay at all due to her initial objection to the fee and how rudely she treated the reception and billing staff. I do believe that the $60 should be paid in full, as it already represents a lowered amount. If we were to charge her the correct No Show fee, her bill would be $75 plus the re-bill fee of $10 for a total of $85. Furthermore, [redacted] posted a false report against A Turning Pointe Physical Therapy on RipoffReport.com in an attempt to cause damage to our business name. We have spent hours responding to these false claims in addition to preparing documentation for her L & I case manager to support her inconsistent physical therapy attendance (54% attendance rate). Plain & simple, [redacted] is unwilling to take responsibility for not showing to her appointment and being assessed the customary fee.

[redacted], President