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:01/18/2023

  Type:Service or Repair 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 pre-paid for 4 physical therapy sessions in December of 2022. I pre-paid because I was told that my provider was no longer going to be in-network for insurance purposes.
  
  I did not use any of my sessions because of the holidays and new year. I then received an email on January 17th stating my provider was going back in-network. I asked how my pre-payment would now be handled, and I was told I paid a non-refundable month pre-payment and it ended on January 8th, 2023.
  
  To me - this is fraud and I did not get the services I paid for.

  Business Response

  Date: 01/25/2023

  January 25, 2023

   

  ***** ******

  Better Business Bureau

  48 Pleasant St.

  Concord, NH 03301

   

   

  ID: ********

   

  Dear *****, 

   

  I did not receive an email regarding the complaint, but I did receive a letter today 1/25/23, dated 1/18/23. I am including email correspondence between myself and *** *. regarding this matter. 

  *** *. was patient of mine starting on 11/10/23. As stated in my email below, I went out of network with Anthem starting 12/1/2022. I notified Anthem in writing of my intention to go out of network as a provider due to low reimbursements for pelvic floor physical therapy, which is a highly specialized area of care. I made the decision to go out of network to be able to provide the best possible care for my patients. *** * and all of my other patients were notified about my intention of going out of network with Anthem and I have included a copy of the letter. 

  On 11/24/22, *** * was given a sheet explaining my fees moving forward and was offered deeply discounted rates to continue her care with me. *** * signed a contract that she understood the fees moving forward. I am including a copy of her signed contract. *** *. stated that she did not use any of the visits that she paid for, but our medical records show that she used 2 of the 4 visits in her subscription plan for the month of December on 12/8/22 (same day that she purchased the subscription) at 3:00pm and 12/22/22 at 5:00 pm (I am including a copy of our visit record). Every attempt was made to schedule more visits for her to use her subscription plan in the 1-month time frame with many calls to her cell phone and voicemail messages notifying her that her subscription was expiring. 

  During my time out of network with Anthem, I was able to work with a representative to figure out a way to go back in network with Anthem and start accepting patients in-network again. *** *. was notified that I was going back in network with her insurance provider and that she could schedule appointments with me moving forward, which she indicated she was interested in. *** *. indicated that she wanted a refund for the subscription she paid for during the month of December 2022. She was informed that her subscription had expired and that there were no refunds (per her contract). Despite this, when I was made aware of the situation and that *** * was unhappy that she did not get to use all of her visits, I offered to refund her for the 2 visits she did not use even though her subscription had expired. *** * paid $340 for a 4- package 1-month subscription between 12/8 and 1/8, that amounts to $85 per visit. Just for reference, I charge $248 per visit for a pelvic floor physical therapy visit. 

  I am Women’s Health Physical Therapy specialist with multiple certifications in the field. I work with an extremely complicated patient base, and therefore, spend considerable amount of time with each and every patient, sometimes upwards of 1.5 to 2 hours. I have been one of the only providers in the area with this specialty who accepts insurances. Unfortunately, over the past decade, it has become more and more difficult to receive insurance reimbursements for these services due to insurance non payments. 

  I want to express my frustration on this matter, I have been a physical therapist for 15 years and I have owned Wellbridge Physical Therapy since 2013. I have never ever had any complaints from any patient and have always gone above and beyond for every single patient in my care. I am surprised and saddened that this had to escalate to the point of a BBB complaint over a misunderstanding. To accuse us of committing fraud is a serious accusation that we take very seriously as it can have devastating consequences on our small business. 

  As you can see from the documentation provided, we in no way committed fraud of any kind and we hope that this complaint will be dismissed immediately. 

   

  Sincerely, 

  Dr. Jessica S******, PT, DPT