Business Profile

Health and Wellness

ATI Physical Therapy

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Complaints

This profile includes complaints for ATI Physical Therapy's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

138 total complaints in the last 3 years.
41 complaints closed in the last 12 months.

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Submit a Complaint

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:07/23/2025
Type:Billing 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.
Between October 2024 and February 2025, I was seen twice weekly by *** for physical therapy. At the beginning of services, I was told that my insurance covered my visits and that my co-pay would be $10/visit. I paid several balances of $10 throughout the time I was seen at ***, including in early 2025. When calling today to check if I had any remaining balance, I was informed I had a balance of $1640.92 because my insurance deductible for 2025 was not met, despite having paid the $10 co-pay in 2025 previously and being informed multiple times in ******************************************* I was informed that I had been charged $200/visit, which was not disclosed to me at the time services were received. I asked *** Billing for assistance receiving an itemized bill, financial assistance, and a payment plan. *** advised they could apply a 15% discount, leaving me responsible for *******. They advised I could not access a self-pay rate. They advised that if I accepted this discounted total, then I would be ineligible to do a payment plan. They said payment plans would only be available if I wanted to pay the $1640.92 amount. I attempted to explain that this price is vastly higher than what I was informed at the time of my visits and that I would be unable to pay it. I asked for assistance in escalating this to find out why I could not apply as self-pay based on my income and why I could not do a payment plan. The representative stated this was impossible, and also that there was no one to whom to escalate my call. She advised she would just be having one of her teammates take the call and give me the same information. I was left on hold for a total of 38 minutes during this call when asking *** to assist me with this. This is poor customer service, discriminatory billing, fraudulent pricing being given to patients, and lack of resolution from ATI.
Business Response
Date: 07/25/2025
Dear ************************ response is in reference to case #******** submitted on 7/23/25. A thorough review of your chart was conducted. Your concern was escalated to our Billing Team Supervisor team. It is our understanding that **** ****************** spoke with you to provide our findings and next steps to address your concerns. *** regrets the frustration that has occurred with this process and appreciates your patience.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional concerns or questions, we kindly ask that you call our *************************** at 855-MY-ATIPT *************).

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 07/30/2025

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Initial Complaint
Date:06/26/2025
Type:Billing Issues
Status:
AnsweredMore 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.
I wish I could leave zero stars, but I would do a disservice to the work of the Physical Therapists and the front office staff. The corporate billing staff and the customer service working the call center might be the worst I have ever ******* complaint is this business is committing medical fraud by overcharging for time and encouraging types of therapy that are not needed and more expensive. The goal isn't to improve the lives of the patients - the main goal is to make as much profit as you can per patient. The likelihood that a patient reviews the bills with a fine-tooth comb is why they are able to continue to do this without any repercussions.I am more concerned about the elderly patients that are attending, and I am sure ******** is being overcharged without any complaints.The establishment charges for time when my wife was kind enough to show up early. "Please get started" or "You can stay later". These were assumed as free charges but were charged unknowingly to us. Also, they charged for multiple services which were not explained to us and that would be more expensive and unnecessary!
Business Response
Date: 07/11/2025
Dear ************************** response is in reference to case #******** submitted on 6/5/25. A thorough review of your chart was conducted including the initial evaluation, plan of care, and daily treatment notes related to services provided. This review indicates that the treatment provided was appropriately rendered in accordance with standards of practice and the documentation supports the billing of the services. While *** regrets the frustration that occurred with treatment, we maintain that the services provided were appropriately billed and in accordance with industry standards and payor requirements. *** will utilize your feedback to improve our services.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional concerns or questions, we kindly ask that you call our *************************** at 855-MY-ATIPT *************).

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
Date:06/26/2025
Type:Billing 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.
I contacted ATI Physical Therapy to dispute an incorrect billing issue. Prior to starting physical therapy, an *** representative explicitly informed me that my copayment would be $15 per session. Relying on this, I attended three sessions, expecting a total of $45. After these sessions, *** claimed my copayment was $50 per session, resulting in a $135 outstanding balance after my $15 payment. I immediately stopped treatment upon learning of the discrepancy. Despite my clear inquiry and **** assurance of a $15 copayment, they insist I am responsible for the higher amount, citing my insurance policy. This miscommunication, whether an error or potential misrepresentation, led to unexpected charges. I request that *** honor the quoted $15 copayment, waive the $135 balance, and confirm my account is settled, as I relied in good faith on their information. **** offers of discounts or payment plans do not address their error. I seek a billing adjustment to resolve this unfair charge.Requested Resolution: Waive the $135 balance and confirm in writing that my account is settled with no further obligations.
Business Response
Date: 07/11/2025
Dear ************************* response is in reference to case #******** submitted on 6/26/25. A thorough review of your chart was conducted. Your concern was escalated to our Billing Team Supervisor team. It is our understanding that **** ******************** contacted you to provide our findings and a resolution. *** regrets the frustration that has occurred with this process and appreciates your patience.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional concerns or questions, we kindly ask that you call our *************************** at 855-MY-ATIPT *************).

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 07/13/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *******
Initial Complaint
Date:06/05/2025
Type:Billing Issues
Status:
AnsweredMore 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.
I attended ATI Physical Therapy for their services and completed in January 2024. I was enrolled in a payment plan after received my bill. It kicked me out of the payment plan in which I had to re-enroll. Fast forward a few months later to December 2024, I knew my debit card number was changing so I changed it in the system. It kicked me off the payment plan again and I did not realize it due to assuming it was automatically drafting from my account. When I realized it in April 2025, I reinstalled myself in the payment plan. There is a glitch in the system at it is charging me twice. A few days after reinstalling my payment plan, I received a bill from a debt collector. Completely blindsided because I received no warning. It is now June 2025 and I have made multiple phone calls to *** and their debt collections because they keep taking money from the payment plan and per *** employee phone service employee, they cannot cancel it and I cannot stop it on my account. I have spent numerous hours on the phone with both services with no resolve. I will not be paying debt collections x amount when *** is continuing to bill me and the original bill is now lower than what was sent to collections. If this issue is not resolved I will be getting my bank involved and blocking *** from my account. I was sent to debt collections for $143. My bill is now down to $85 due to the payment plan continuing to bill me. I will submit document below.
Business Response
Date: 06/12/2025
Dear ************************* response is in reference to case #******** submitted on 6/5/25. A thorough review of your chart was conducted. Your concern was escalated to our Billing Team Supervisor team. It is our understanding that **** ******************** contacted you to provide our findings and a resolution. *** regrets the frustration that has occurred with this process and appreciates your patience.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional concerns or questions, we kindly ask that you call our *************************** at 855-MY-ATIPT *************).

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 06/23/2025

Complaint: 23428065

I am rejecting this response because:
After submitting my claim and escalating this issue to *** management, the issue is still trying to be resolved.

Sincerely,

****** *******
Business Response
Date: 07/11/2025
Dear ************************* response is in reference to case #******** updated on 6/23/25. As stated previously, our ******************** has contacted you via email on 6/12/25 with a resolution. *** regrets the frustration that has occurred with this process and appreciates your patience.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional concerns or questions, we kindly ask that you call our *************************** at 855-MY-ATIPT *************).

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 07/11/2025

Complaint: 23428065

I am rejecting this response because: My case was escalated and the help had been appreciated, however, my balance of $85 was supposed to be cleared in hopes that it would stop charging my account. Since then, I was told I would also be refunded for the money continually being drafted from my account. As of 07/11/25, I have not been refunded and I continue to get statements and money drafting out of my account.

Sincerely,

****** *******
Business Response
Date: 07/24/2025
Dear ************************* response is in reference to case #******** updated on 7/11/25. Our records indicate that our ****************** contacted you on 7/22/25 and has provided a resolution in this case. *** regrets the frustration that has occurred with this process and appreciates your patience.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct. If you have any additional concerns or questions, we kindly ask that you call our *************************** at 855-MY-ATIPT *************).

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
Date:05/13/2025
Type:Billing 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.
*** has an extremely poor billing practice. At your initial intake, they offer to take your credit card number and keep it on file so that they can seamlessly charge your card after each visit. In fact, I even reminded them to charge me after every visit and to charge any previous unpaid balances. Once I was discharged, months later, they are trying to charge me for "unpaid co-pays". They are doing this regardless of the fact that I've been assured in person at the physical location that everything has been paid in full and I was up-to-date with all payments. This is the second time this has happened to me. This time I specifically asked the clerk at the counter to charge me after every visit, and every visit, he confirmed that he would charge me for that visit and advised me that I had a $0.00 balance for all other visits. Now they are trying to come back and tell me that I have 2 unpaid co-pays for 1/15/25 and 1/29/25. I know I paid these bills, because the clerk advised me that I had a $0.00 balance on multiple occasions.
Business Response
Date: 05/20/2025
Dear ************************ response is in reference to case #******** submitted on 5/13/25. A thorough review of your chart was conducted. Your concern was escalated to our Billing Team Supervisor team. It is our understanding that **** ******************** contacted you and found a resolution regarding your concerns. *** regrets the frustration that has occurred with this process and appreciates your patience.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct and we regret the frustration that occurred with this process. If you have any additional concerns or questions, we kindly ask that you contact our ****************************

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 05/20/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ******
Initial Complaint
Date:05/09/2025
Type:Billing 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.
My doctor prescribed massage back therapy. I called and asked if this was something they did. No PT just tissue massage. They said yes, I went and they tried treating me for PT which I was not ready for. I should have walked out but I went through the whole spill thinking they would at the end heat ice and massage. Never happened. They informed me on the phone thats what they could offer, sort tissue massage. All the ** did was make it worse. I then got a bill and contacted the billing department and was informed they would drop the bill. I talked to the billing department and explained what my doctors orders were for and they informed me they would drop the billing. I was told they would get back in touch with me, never heard back. Ive called multiple times and can never speak to billing MNGR. I called the office and informed them and they apologized and canceled any pending appointments. Im still receiving a bill for services not provided. I want them to cancel the bill before it goes to collections. Once again I feel like I was scammed. They clearly did not provide services that my doctor requested or my self requested . Very disappointing. Tried numerous times to get a hold of billing to no avail.
Business Response
Date: 05/19/2025
Dear ************************ response is in reference to case #******** submitted on 5/9/25. A thorough review of your chart was conducted including information provided by the treating clinician. The services provided and billing performed were in accordance with industry standards and the documentation supports the appropriateness of treatment in relation to your condition and the physician script. Physical therapy is used to address range of motion, flexibility,muscular or soft tissue dysfunction, strength, balance, gait, and functional deficits through a variety of treatment techniques. The treating physical therapist performed an evaluation to determine a plan of care. While they regret you did not agree with the plan of care created, they understand you have a choice of Physical Therapy provider, and they wish you best with your recovery.

Additionally, our ****************** confirmed that no offer of a write off was provided. *** has offered discounts which you have declined. *** will continue to offer this discount. Please call out Patient Advocate team to discuss.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct and we regret the frustration that occurred with this process.

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 05/19/2025

Complaint: 23310176

I am rejecting this response because:

Sincerely,

******* ******
Customer Answer
Date: 05/19/2025
Clearly I called before scheduling, I asked over and over if they would do massage therapy NOT PT. And they told me yes they have massage therapy. I did not receive massage therapy.
Business Response
Date: 05/27/2025
Dear ************************ response is in reference to case #******** updated on 5/19/25. We are unable to confirm the conversation you had with our scheduling agent, and we regret any miscommunication that occurred. As stated previously, the treating physical therapist performed an evaluation to determine a plan of care which included manual therapy. They understand you did not agree with the plan and that you have a choice of Physical Therapy provider. They wish you best with your recovery. *** has offered discounts which you have declined. *** will continue to offer this discount. Please call out Patient Advocate team to discuss.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct and we regret the frustration that occurred with this process.

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
Date:05/05/2025
Type:Billing 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.
ATI Physical therapy is trying to double charge or charge me for services never used, my credit card company (*************** has already flagged this company as fraud) I called the phone service but they kept talking in circles and claimed to not have payment info or and info regarding my credit card dispute but kept demanding me to pay this fabricated bill. The charges in question would have been payed at the store as the medical co pay of 45 dollars ( the recurring amount claim) needs to be payed first before the will service you day of.
Business Response
Date: 05/12/2025
Dear ************************ response is in reference to case #******** submitted on 5/5/25. A thorough review of your chart was conducted. Your concern was escalated to our Billing Team Supervisor team and a representative from our ******************** emailed you on 5/6/25 with our findings and additional information. *** recognizes that a payment was made on 5/10/25 and the account is now closed. *** regrets the frustration that has occurred with this process and thank you for your patience.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct and we regret the frustration that occurred. Any additional questions or concerns can be directed to our ******************** via the email that you received.

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
Date:05/02/2025
Type:Billing 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.
I was informed by *** before starting treatment that based on my insurance I would have no co-payments, one month into the treatment I received a bill for a co-payment which I was told in the beginning would not happen which is why I placed *** in the first place.
Business Response
Date: 05/12/2025
Dear ******************************* response is in reference to case #******** submitted on 5/2/25. A thorough review of your chart was conducted. Our review confirmed that you reviewed and signed our Notice of Financial Responsibility and our Consent to Treat that states you, Understand that *** assumes no liability for any benefit information that is misquoted by your insurance carrier. It is ultimately your responsibility to be aware of your insurance coverage, limitations, and terms and conditions of your policy. Benefits and verification are performed as a courtesy. Your concern was escalated to our Billing Team Supervisor team and a representative from our ******************** spoke with you on 5/6/25. During that conversation, *** offered a customer service discount which you declined. *** regrets the frustration that has occurred with this process and will continue to offer the discount.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct and we regret the frustration that occurred with this process. We kindly ask that you contact our ******************** to review options.

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Customer Answer
Date: 05/13/2025

Complaint: 23278649

I am rejecting this response because: I was misinformed about the copayment from *** (physical therapist). Please contact me so we can go over the billing.

Sincerely,

******** ******-spells
Business Response
Date: 05/19/2025
Dear ******************************* response is in reference to case #******** updated on 5/13/25. *** has spoken to you regarding your billing concerns and have offered a resolution which you declined. *** will continue to offer a discount. We kindly ask that you contact our ******************** to review options.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct and we regret the frustration that occurred with this process.

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
Date:04/26/2025
Type:Billing 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.
I received a prescription for 10 physical therapy visits. I chose *** because they were 'in network' with United Health. After three visits, I asked *** how much this was going to cost me and they looked up on their iPad and told me $0 because this was 100% covered by insurance. I then scheduled the remaining 7 visits and after 2 more appointments, received a bill for $95. I paid this and then cancelled all other appointments. I then received another bill for $367.01. I was totally confused so called *** and explained the information I received from one of their employees. ******, the manager at the ************************************************************ office said that his employees are instructed never to tell patients what is covered by insurance and what is not covered. I feel like I have been lied to. I feel that this is not good business practice. I am willing to pay for 3 appointments ($285), but should not have to pay for the following 4 appointments ($380) , since I was told incorrect information. So far I have paid $95, I have an outstanding bill of $367.01 and am expecting another bill for 2/13/2025.
Business Response
Date: 05/06/2025
Dear *********************** response is in reference to case #******** submitted on 4/26/25. A thorough review of your chart was conducted. Your concern was escalated to our Billing Team Supervisor team. It is our understanding that **** ******************** attempted contact via the phone number on file and left a voicemail.They also provided a follow-up email that provided our findings and a potential resolution. *** regrets the frustration that has occurred with this process and appreciates your patience.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct and we regret the frustration that occurred with this process. If you have any additional concerns or questions, we kindly ask that you contact our **************************** The Patient Advocate team provided their contact information in the sent email.

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy
Initial Complaint
Date:04/11/2025
Type:Billing 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.
I was referred for P.T. by my ortho *** I was told on the phone by ***, that they had got the precertification and I was all set. On my first visit to ***, I ask what I would need to pay. I was told they had got the precertification, and everything was covered. I went for several visits, then they started collecting a ***** copayment. I was a little irritated that I had been misinformed on my initial visit but went ahead and paid the ***** copayment each visit. A couple weeks later I received a bill in the mail from *** for ******. I called to inquire about it and was told that I owe ******. I think their billing practices need to be investigated.
Business Response
Date: 04/14/2025
Dear *********************** response is in reference to case #******** submitted on 4/11/25. A thorough review of your chart was conducted. *** also received your complaint from the ***************************************************. *** already provided our findings and response to that department. It is our understanding that **** ******************** contacted you on 4/9/25 and 4/11/25 and provided our findings and a potential resolution. *** also recognizes that you initiated the payment plan option.

ATI Physical Therapy continues its commitment to honesty,integrity, and upholding the highest standards of professional conduct and we regret the frustration that occurred with this process. If you have any additional concerns or questions, we kindly ask that you contact our **************************** The Patient Advocate contact information can be found in the sent email.

*** ********, PT, DPT, CHC
Director of Compliance and Auditing, Operations
ATI Physical Therapy

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ATI Physical Therapy is NOT a BBB Accredited Business.