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Business Profile

Physical Therapist

Smith Therapy Partners LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Physical Therapist.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/20/2025

    Type:Billing Issues
    Status:
    Answered
    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 had a consultation for my right shoulder as I am 4 weeks post-op of a bone graft repair. My deductible has been met, so I would only pay 20% co-insurance. However when I signed in, the paper work and front desk wanted to charge me a $20 deposit towards my co-insurance without any services having been rendered nor claim filed. This was labelled as an office policy. I explained my financial situation and that it was unreasonable to request me to pay $20 today plus every appointment twice a week for up to 2 months. I requested a manager to see if this could be waived as it is my right as a patient to only be billed my patient responsibility once the claim for services rendered are processed by my insurance. The front receptionist left and came back to reiterate it was an office policy that cannot be waived, thus they refused me treatment based my refusal to comply with a zero-itemized charge labeled a deposit and office policyas well as an inability to pay when no one quoted me for this policy when I called on 2/18 to confirm. The billing notes are from 2/7 and today is 2/19 so the information was in my chart with my eligibility and benefits to show I met my deductible and wouldnt have to pay upfront - except for this predatory office policy of $20. ************ is always determined after the claim for the service is filed. The manager never came to speak with me personally so I left to file numerous formal complaints as I find this to be very predatory billing practice and also a hostile management approach to not even offer to waive this deposit as a one-time courtesy so I have an idea of what my co-insurance is. Smith Therapy Partners on ******************************** has made zero effort to contact me and the manager never approached me to further discuss the policy either. Collecting a pre-payment towards co-insurance is not only unethical, it could also be considered fraud since no services have been rendered at the time of transaction.

    Business Response

    Date: 03/12/2025

    Good morning, 

    Our process, when patients are coming in for their first appointment for new treatment is to verify their insurance benefits and out of pocket costs. We do this so that we are aware of what we are supposed to collect according to our contracts with insurances and to educate the patient on what costs they can expect if they receive treatment at our facilities. When we verified *********** benefits with her insurance through *****, they advised us that her deductible had been met, she had no copays but that her max yearly out of pocket had not been met and she has a 20% coinsurance. Coinsurance is a different out of pocket cost than deductible, with her plan. Because she was going to be held responsible for 20% coinsurance for her visits, per our contract with *****, we are responsible in making sure that we stay compliant and that the coinsurance amounts are collected from the patient. We do not make the patient pay the full coinsurance amount up front but it is our policy to collect a deposit on her benefits that are outstanding. 

    We provided *********, as we do all patients, with her benefit information and what she could expect to pay due to her plan. We do this with all patients to maintain a clear understanding and positive relationship as to avoid any future billing complaints. It also ensures that we will be compensated for the services we provide to our patients and that we stay compliant with our contract with Aetna. 

    We apologize that ********* was unhappy with this policy. We understand receiving care and the financial responsibility that comes with that can be overwhelming. 

    Thanks, 

    **** Potts Sr Manager Patient Financial Experience

     

     

  • Initial Complaint

    Date:05/14/2024

    Type:Customer Service Issues
    Status:
    Resolved
    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 went to SMITH THERAPY PARTNERS 4/30/2024 for a custom splint for my finger injury, i was referred by my hand doctor, this place failed to make me the splint that ordered from my doctor and charged me out of pocket, i did not know at that moment that the splint was WRONG but it looked wrong and it felt wrong, the lady ( ******) that made my splint made alot of mistakes while making it, i went to see my hand doctor the next day to show her my splint, she was upset and said "NO this is NOT what i ordered for you" i have called alot of times and sent emails to this place with no response bk, i requested a refund and to have my appointment changed to another location, NO ONE til this day have called me! *** not to mention on top of that charge ( out of pocket) they will also send a $150 bill to my insurance too...and they did NOTHING to me but have me sit there for 2 hrs watching a clueless lady make me whatever she had in mind with the split...a waste of time and money! I am now without treatment because these people choose to ignore me. not to mention a split that was cutting through my skin and eventually fell off

    Business Response

    Date: 05/13/2024

    Hello BBB, The complaint filed by the consumer is not for *********************** located in **********, ** but for another company Smith Therapy Partners. This is not our complaint. Please close this complaint as resolved and refile with the correct company for resolution. If there are any questions that we can answer please call *********************** at **************. Thanks.

    Customer Answer

    Date: 06/13/2024

    Smith therapy paid me my $25 a few weeks ago with still no response bk to or service for over 1 month...am happy i got my money but i do Not recommend this business to one! horrible and unprofessional THANK YOU BBB

    Business Response

    Date: 06/13/2024

    We apologize for this patient's experience and pride ourselves on the exceptional care we deliver.  The refund was processed to the patient's original payment method, ***** in the amount of $25 on June 3, 2024.

    Customer Answer

    Date: 06/14/2024

     
    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. Smith therapy paid me my $25 a few weeks ago with still no response bk to or service for over 1 month...am happy i got my money but i do Not recommend this business to one! horrible and unprofessional THANK YOU BBB

    Sincerely,

    Regia *******

Smith Therapy Partners LLC is NOT a BBB Accredited Business.

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