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BBB Accredited Business sinceAdditional Locations
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Outpatient Physical Therapy
Drug and Alcohol Testing
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A BBB Accredited Business since
BBB has determined that Lott Physical Therapy & Fitness Center meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Lott Physical Therapy & Fitness Center include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 1 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Executive Council of Physical Therapy & Occupational Therapy Examiners
333 Guadalupe St # 2-510, Austin TX 78701
Phone Number: (512) 305-6900
Fax Number: (512) 305-6970
Type of Entity
Business ManagementMs. Lisa Lott, Owner Mr. David Lott, Owner
Physical Therapists Drug & Alcohol Screening & Testing Exercise & Physical Fitness Programs Gymnasiums Health & Fitness Program Consultants
Method(s) of Payment
All Major Credit Cards
Alternate Business NamesRural Rehab Providers LLC
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BBB Complaint Process
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Additional Phone Numbers
- (903) 874-7433(Phone)
- (903) 874-6295 (Fax)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Read Complaint Details
Complaint: I have been trying since mid May to get a $115.97 refund. Beginning January 1 I had to meet my deductible again which I knew however I was told I would have to pay in advance for therapy services until my deductible had been met. My insurance company which manages my medicare insurance said I should not be required to pay in advance because of the contract between the service provider and my insurance company. however I was told I could not receive therapy until payment had been made. The service provider should bill the insurance company and they would determine the any monies due the service provider. Then the service provider should bill me for balance due. Because of other medical bills from other service providers my deductible had been met in mid February. I discussed this situation with the service providers billing company in mid May hoping to get my refund. The billing company told me that I would have to talk to the service providers owner/bookkeeper about any refund. I began trying to the owner/bookkeeper by phone since the first part of June. Since that time I have called dozens to times and told that she was either not there, busy or in a meeting. Often this was after asking for the owner/bookkeeper and the person answering the phone asked who was calling, after giving my name I was told she was not available. I was told the best way to contact her was by email. I have emailed her ten to fifteen times and left several phone messages asking her to call and giving my phone number. I sent her the statements from my insurance company stating what my payment responsibility was and the amounts I have paid the service provider. This creates the $115.97 credit I have been requesting. I have received several emails from her giving me and ever changing explanations of why she says the insurance company is incorrect. She has also told me that I had a balance due. I have asked twice to send me a bill with an explanation of why amount was due. Then I could send it to my insurance company to request payment. I have not received any billings from the service provider since I began therapy in November of 2014. It appears to me that she is adjusting her inhouse books by re-coding some physical services to reflect a balance due after stating the insurance company has not re-coded as requested. I have checked with the insurance company and they said they have been contacted once (June 28th) and asked about the patients responsibility on a particular date. That was the only request received by the insurance company and nothing about re-coding an entry. I believe this can be settled by a simple meeting between the service provider and myself.
Desired Settlement: I would like for the owner/bookkeeper to contact me so that we can meet to discuss this problem. I have all the documentation from the insurance company stating covered charges, patients responsibility and the amounts I have paid the service provider. If she thinks an item needs to be re-coded I would be happy to help her with that information and pay any my insurance company says are due.
See attached. We are sorry MR ****** is unhappy with the billing information we have been sending him. He spoke with our billing department a few times and I spoke to him myself as well as exchanged many emails regarding his account. Regarding collecting his deductible in advance - our Aetna contract states under 4.3.1 Permitted Billing of Members. Provider may bill or charge Members only in the following circumstances: (a) applicable copayments, coinsurance and/or deductibles not collected at the time the Covered Services are rendered. We do collect deductibles up front as we discussed with Mr ******. He did have Aetna call us regarding this situation - we are not sure why they told Mr ****** this was not allowed, but in order for practices to stay in business, this is good collections practice.
Better Business Bureau: