Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/19/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -Service date: 4/15/2024-Transaction date: 7/15/2024-Amount paid: $332.33 -Motion PT Group provides physical therapy -Business has NOT tried to resolve problem.I went for a first appointment at the BrooklynHeights location on 4/15 tostart PT for a neck injury. It was mediocre, with questionable hygiene and only 30 minutes with the therapist before being handed off to 2 assistants who left me filling out forms in the waiting area for the rest of my "appointment".I booked 4 followups before I left, as the value of PT is the subsequent visits.I received a call a few hours before my next appointment on 4/24 to let me know the therapist was canceling for personal reasons.My next appointment was scheduled for 4/27 at 9 a.m. I rang the bell at 9 a.m. and nobody answered. I continued ringing. No answer. I called their phone # *******************). No answer. I rang the bell a few more times, called again, and left a voicemail. I waited until 9:30. No one ever replied to my voicemail, but at 9:50 a.m. while I was commuting home, the therapist left me a voicemail to tell me that I had no-showed.That same day, I received an $1155 statement for my first appointment. According to my research, the avg. cost of an initial evaluation at private office typically costs $150-200. I later saw Motion PT running a promo on their site for a free evaluation, to add insult to injury.Through no fault of my own, the company failed to deliver services for my 2 followupappointments, rendering the initial evaluation useless. I lost faith in continuing to book services in the hopes that they wouldn't cancel on a whim or fail to let me in the building.I emailed on 4/27 to dispute the charge. A member of their staff (*************************) refused to compensate me in any way. I disputed the charge through the billing service Montefiore on 6/18; they opened a review but Motion PT denied it. I contacted the clinic director ********************** at her individual email on 7/5. She never replied.

  Customer Answer

  Date: 07/30/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 08/22/2024

  Thank you for bringing your concerns to our attention. We take all feedback seriously and are committed to ensuring every patient receives the highest level of care. Our top priority is to ensure that every patient is satisfied with the services we provide, and we regret that we fell short in this instance.
  We understand that unforeseen circumstances led to the cancellation of your first follow-up appointment. We also recognize that there may have been some confusion regarding entering our clinic on your second follow-up appointment on a Saturday, when our smaller weekend team were not aware of your arrival to the appointment. Our goal is to create an environment where our patients always feel well-informed and supported throughout their care. We sincerely apologize for the miscommunication this may have caused and we are committed to working with you to resolve this matter. We also apologize for the misunderstanding that occurred based on some information contained within our website.
  In response to these concerns, we have taken the following measures to ensure optimal patient satisfaction in the future. We sincerely apologize for our lack of response to date. By now you have heard from our Clinic Director, *********************************. As she mentioned we invite you to come back to our clinic so that we may have a second chance at providing you with the care we are so very proud of.
  We have conducted training with the staff at this location to ensure patients are notified as soon as possible when there is an unforeseen circumstance. The training also focused on ensuring our staff respond to our patients calls in a timely manner and the door to the clinic is closely monitored.
  We clarified the language on our website to minimize any misunderstanding by those visiting our page as we do not provide skilled therapy services at no cost. We do offer screenings to assess whether individuals would be a good candidate for skilled therapy based on their physical condition. These screenings are not equivalent to what is provided during our evaluations.
  We have performed a thorough internal review of our fee schedule and found that the net amount billed to you for an evaluation falls in line with that of the industry. We are happy to provide any additional information and answer any questions about how our billing process is customary within the industry.
  
  Our team would also appreciate the chance to contact you directly to address your concerns. Again, we appreciate you bringing this to our attention, and we look forward to working with you on a satisfactory resolution.
  Sincerely,
  The Patient Experience Team at MOTION Sports Medicine

  Customer Answer

  Date: 08/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************