ComplaintsforWebPT Inc

• Initial Complaint

  04/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am WebPT costumer since 2013. Every month my payment to WebPT is $89.00 At March 2023 I paid WebPT $199 for Program TerraBill which I canceled 3 days BEFORE production. Means - I cancel TeraBill before the Program statrs working. WebPT never return me $199.At April 15/2023 WebPT charged my credit card for $979 without any invoice, or explanation.I call them 4/24/2023 - they sent me over 3 department - nobody knows what is going on. Representative promised to open investigation case, but nothing opened.Today 4/25/2023 - I sent email to WepPT support, but they are automated servise shot down - usually they sent case # in seconds.After 60 min over the phone with 3 different people - nobody has the answer.I want to stay WebPT costumer, but I want my $979 + $199 = $1178 back to my credit card.I have screen shoots from my bank account about the overcharge.

  

  Business response

  03/04/2024

  Thank you for reaching out about this situation. The concern from our Member was reviewed by our internal billing and leadership teams. We were able to work with the Member and a refund was issued in May. We are grateful for the opportunity to make this right.

• Initial Complaint

  07/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  WebPT has failed to properly adhere to a Business Associate Agreement (BAA) regarding medical records stewardship. They are withholding patient records for the provider and, by default, all the patients contained in those records. Proper forms were completed multiple times and submitted along with numerous correspondence attempts. WebPT has promised to provide records and has failed to meet every deadline. At this time, I assume that WebPT has lost or failed to maintain the records of thousands of patients. They refuse to contact our business and continue to attempt to collect payment for services when they have failed to uphold the **** They are likely in violation of HIPAA and HITECH laws and could face civil and criminal charges if they are not in compliance with proper healthcare record stewardship.

  

  Business response

  11/05/2021

  *************************, 

  
  We sincerely apologize for any issues you experienced in being provided your data from WebPT. After reviewing our records, we provided a download link via Egnytea B2B software tool used to send dataand instructions on how to download and save your data on July 23, 2021, and again on August 23, 2021. The link does expire 14 days after being sent to provide additional security. If you were unable to retrieve the data within the 14-day window after those messages were sent, please contact **********************************. 

  
  Again, we apologize for any inconvenience this may have caused you and your business.
  

  
  

  Customer response

  11/09/2021

  Yes you provided the data download, but only after I filed complaints with the BBB, ** attorney general's office, and the Health and ******************* of ***************** Government. Your reply to this inquiry comes over 3 months after the data was provided. Your tardy reply demonstrates the exact nature of my grievance against your company and your actions only continue to illustrate that you will only act when pressured to comply with you legal and ethical duties. Nowhere in your response do you acknowledge your medial record stewardship compliance or financial compensation for business revenue loss due to your non-compliance. Your reply is unsatisfactory as fulfilling your contractual and legal obligations only under duress does not satisfy my complaint.

• Initial Complaint

  07/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ************************* called us regarding our account claiming that CC on fle was expired since 11/20. But they vebeen charging our other companys CC for it. Same happened last year when they confused our companies and we corrected it In fact we had sent them the same CC with exp date 11/25. She admitted that the mistake was on their part and blamed it on the person inputting the credit card numbers,We told her to straighten thing and figure out what we really owe so we can pay because after a quick review on the account on my part it seemed that they were not charging us right. We just want to make sure that we pay the corect amount, she was agitated & said that we should just pay since we already have the CC. We refused & said that we will file a complaint and for her to figure out what went wrong and give the final number. She sent us an email with invoices that are confusing to us and demanding that we just pay or they will suspend the account knowing that the business would suffer.

  

  Business response

  11/05/2021

  Ayam De ****,

  
  We apologize that you had a negative experience with **** and understand that it was not helpful in resolving your issue, nor did it meet the level of service that you've come to expect from WebPT. 
  

  We reviewed your account and have verified that the invoices that are currently past due total $1,736.19. The card we have on file ends in **** for your account ******** PT. Can you please verify this is the correct card so we can process your payments? If a payment plan is needed please contact us at ********************************** and we will set this up. 
  
  

  Again, we apologize for any inconvenience this may have caused you and your business.
  

  
  

  Customer response

  11/05/2021

  they did not review it carefully and they are not sure if I am being double billed from my other clinic. Incompetent and all they want is just to take our money.

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