ComplaintsforProRehab Physical Therapy

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an evaluation appointment at the Dunn Physical Therapy on March 2nd, 2023 with ***** ***** PT. During the appointment ***** told me that she is not an expert for the type of condition that I have and suggested scheduling future appointments will a new PT. I was disappointed and I did not have any more appointments. I paid $85 at the time of the visit and I was told that I paid in full. I was very surprised when I received a past due bill from ProRehab Louisville LLC that showed Amount Billed $260, Insurance paid $0, Patient Paid $85, Adjust $149.21, Insurance pending $0, and Patient Balance $25.79. I called the Dunn Physical Therapy office and spoke with ***** who told me that she did not see any balance on my account. She suggested calling the billing department and I did. I explained that I paid for my visit in full according to ***** but the billing person kept telling me that I still owe the $25.79. My attempt to get the balance adjusted failed. I am displeased and disappointed.

  Business response

  06/22/2023

  Due to HIPPA I am unable to attach the medical record from this patient's visit.   However, that documentation will show that this patient received a full and complete evaluation.   A POC was established, and the patient scheduled for follow up visits on that day.    At no point did I say to this patient that I am not an expert on her diagnoses.    If she was displeased then I wonder as to why she would have taken the time to schedule, not just one, but several follow up visits.        This patient did not initiate ANY complaints until her insurance came back with her owing 25.79.    This was a legitimate amount due.   What she paid on the first visit was an estimate of what the insurance would cover. I personally reached out to this person via telephone and worked to get her issue of the amount due resolved.    Even though she owed the 25.79 this amount was eventually written off of her account.       I have been practicing for 26 years and I am proud of the patient care that I deliver.   It is unfortunate that someone would try to affect my professional reputation due to displeasure over an appropriate bill.  

  Customer response

  06/22/2023

  
  Complaint: ********
  
  I am rejecting the response because though ***** **** personally authorized the adjustment of my bill and removed the unpaid balance on my account, she continued providing misleading information about her expertise and her office billing practices. 

  Sincerely,
  ****** ********

  Business response

  06/29/2023

  This patient spent a great deal of time complaining about her bill to several people in our company.   She refused to pay the remaining balance and stated that if it was not written off then she was going to complain to the BBB.    Her amount was written off.   I am not sure how else I can help to resolve this complaint.    I can include her medical record for that visit but you would have to guide me as to how to do that and still be HIPPA compliant.      

  Customer response

  07/12/2023

  
  Complaint: ********
  
  I am rejecting this response because I believe that I was not billed correctly. Please see the attached HEALTH PLAN PAYMENT DETAILS. It appears that I was double charged for ONE evaluation. Neither PT nor PT Trainee performed any physical medicine services. The whole appointment was focused on selling me future services. I never returned for additional services.  

  03/02/23 Physical Medicine $140.00
  03/02/23 Physical Medicine $120.00

   
  Sincerely,
  
  ****** ********

*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. ↩