ComplaintsforSelect Medical Corporation

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son went into therapy, I submitted the signed paperwork to the Therapy Center and provided the corrected insurance information for processing. I have spoken with them on several occasions and they keep saying they are billing the ins. company but the insurance has confirmed that they have not received any claims for the date of service listed on the invoice. Now they are sending me the entire bill.

  Business response

  05/23/2023

  We reviewed and have fixed the account to be billing the correct insurance and the patient can disregard the statement.  We sent the patient an email explaining this.  Thank you.

• Initial Complaint

  04/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to local PT I have ******** and *********. They billed ******** correctly however my secondary they aren't billing correctly I see eobs in my online account. My cards were accepted and nothing collected. I was referred by my orthopedic doctor who takes both my plans never a issue. If there is an issue I want to know not wait a year send me a bill. I will speak to the largest orthopedic group in Tampa who sent me here saying this group is a partner about this billing issue for future referrals. If you are their partner you should take ********* and ********.Update please?

  Business response

  04/20/2023

  4/20/2023 
  

  First and foremost Select Medical would like to apologize for the inconvenience and/or confusion this has caused. Please note that the balance of $364.59 was denied by the patient's secondary insurance, **** ** *******, in error. They processed the claims as out-of-network, however we are a participating provider with them.

  These are being reprocessed with the insurance company as in-network. 
  

  If the claimant has any additional questions or concerns, I can be reached directly at my phone number or email below. 
  

  Thank you. 
  

  Sincerely, 
  *** ******** 
  Collections Supervisor- GA & FL 

• Initial Complaint

  04/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was referred to Select Physical Therapy in ******** by my doctor who felt I had sciatic pain. No tests were run to diagnose, so I was skeptical. Select called multiple times after they received the referral and I finally decided to give it a try. At my first appt, 10-3-22, I spoke to both the front desk person and the therapist about the cost of PT since I've never had it before. Neither seemed to know and the front desk just said that it's likely $25-$30 co-pay. During my first session, I let my therapist know my concerns that I didn't feel this was sciatic pain and she agreed. Her response was something along the lines that if insurance is willing to pay for it, then she's happy to treat it regardless. The second visit and each visit after there was no mention by the front desk or therapist about a co-pay or balance due. On or around my fifth visit, I started experiencing severe ******* horses/leg cramps in the same leg that was being treated. I let the therapist know of my concerns, that whatever she's doing isn't making it better but making it worse. These ******* horses were new, and began happening almost daily. On my last and ninth visit, I made it clear I would not be returning. As I suspected and as the therapist told me, I did not have sciatic pain. Months go by and on 3-29-23, I received a bill for $961.84. I called the billing **** on 3-30-23 and asked about these charges. They told me to contact the facility in ********, which I did. They redirected me back to billing.I was employed in Oct 2022 and am no longer employed as of 2-3-23. Because I don't have income, I asked for financial assistance. I was told that because I had income last year that I will have to pay the full amount even if it's a little here and there. I can't afford $1K.There is a law called 'No Surprises Act' and what happened to me is a prime example. Staff should have been upfront about the cost of PT. I shouldn't see an enormous, inflated bill six months later.

  Business response

  04/24/2023

  
  I have attached 4 pieces of documentation:
  
           Referral from physician stating to treat the patient for sciatica
  
           Initial Evaluation report from physical therapist to physician
  
           EOBs from ******* ** that they processed the claims on 3/15/23, applying $814.72 to patients deductible for 2022 that was not met, $147.12 applied to the patients 20% coinsurance for the total of $961.84 patient responsibility.
  
           Notification of patient responsibility for copayments/co-insurance % and deductibles form and the patients signed statement of financial responsibility.
  
   
  
  ************ ****** was treated in accordance with the referral for sciatica received from her physician by our in-network Physical Therapist; who is required to follow the physicians referral/diagnosis for treatment.   A report was sent to the referring physician after the patients initial evaluation.  At the time of her initial evaluation, we verify benefits as a courtesy.  The patients insurance plan has a $1000 deductible, of which $821.29 was not met at the time of treatment, which means the patient is responsible for paying that out of pocket before her insurance will start paying anything towards her medical claims.  In addition, once the deductible is met, she has a 20% coinsurance.  The Surprise Act does not apply in cases of in-network providers. The Surprise Act is to prevent patients from not knowing that they are being charged out-of-network billing due to seeing a provider that is out-of-network without their knowledge.  She was treated by an in-network physical therapist and her insurance processed the claims at her in-network benefit level, which included her deductible.  The patient did attend 9 physical therapy visits as prescribed by her physician.  She discontinued therapy at that point.
  
   
  
  ************ ****** was treated as prescribed by her physician and attended 9 visits.  Her insurance processed her claims according to her deductible and in-network benefit level.  On 3/30/23 she contacted the billing office regarding the statement she received and was offered a liberal payment plan of 12 months at $81.00, which she declined.  ************ ****** received the treatment according to her physicians referral and attended 9 visits.  The balance is the patients responsibility as assigned by her insurance company.   I would extend the payment plan to $50/month for 20 months (19 payments of $50 and 20th payment of $11.84). 
  
   

  Customer response

  04/26/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The therapist, on day one, did not believe I had sciatica but she would treat it regardless if insurance is willing to pay for it. I asked before therapy was even started what the cost would be. No one was able to provide that information even though you seem to know. If I had a $1K deductible, then I should have been informed well before my first bill almost six months later. Nine appts of unnecessary and overpriced treatment that I didn't need and the therapist admitted wasn't going to help me.

   

  I will pay the bill in full, never use or recommend your company to anyone, and leave appropriate feedback on **** and BBB so others know what they're getting into BEFORE they start treatment at one of your facilities.
  

  
  
  
  Regards,
  
  **************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  04/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My complaint is in regards to Select Medical Corporations billing department. I was originally charged $160 ($80 each) for two Physical Therapy sessions at their Pearland, TX location on October 20th and 25th, 2022 that my insurance company, *************, completely covered. I contacted Select Therapy billing on November 29, after my EOB showed that I did not owe anything for those two sessions. I was told I needed to wait until I finished all PT sessions. This occurred on December 28, so I again emailed/notified the billing department. Finally, on January 27th, I was refunded a partial refund amount of $60. I emailed again on February 5th that I only received $60 of the $160 I was owed, and the response stated that once everything was resolved the remaining $100 would be refunded to me. Nothing happened. I have since emailed them again and received an email that said I would be contacted in 2 to 3 business days, but I was not contacted. I have not received the remaining $100 owed to me as of today, April 3, 2023

  Business response

  04/13/2023

  April 13, 2023 
  

  To whom it may concern, 
  

  After reviewing the account, it was determined the patient is due a refund of $127.46. 
  

  I left a voicemail for the patient on 04/12/2023. If the patient has not responded by the end of  day Friday to confirm her preferred method of refund, we will initiate a check to be issued to the  patient. The patient has my direct number for any additional concerns. 
  

  If you have any further questions, please feel free to contact me at the number below between  the hours 8:30am to 4:30pm. 
  

  Sincerely, 
  ******* ***** 
  CBO Collections Manager 

• Initial Complaint

  02/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My daughter attended physical therapy at the *** Health Physical Therapy office in ************. The management there did not bill the service correctly and they still have not resolved it.We have contact *** Health repeatedly (even conferencing our health insurance claims department on the call with them). We have all the information from the insurance companies (my daughter is dual insured with **** and *****) that stat how much we owe.On our last phone call on 1/13/23 the *** billing department said they would resolve it and send a new bill if one was needed.Instead they have referred the case to collections. It is impossible to get a manager on the line to actually fix this issue so please help.

  Business response

  03/01/2023

  We apologize for the delay in researching and resolving this issue.  In reviewing the account, we did make several errors with the secondary payor and the contractual discounts were not applied correctly. Subsequently,  we did not bill the patient for the correct amount.  We will be waiving the patient responsibility and contacting the patient with a zero balance letter.  We have also notified ************ to close the account.

  Customer response

  03/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************
  
  

• Initial Complaint

  01/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My daughter, ************, account No. *********, had received physical therapy from the Sugar Land, TX location. Select Physical Therapy has her authorization on file to allow me to handle this issue. After the settlement of the insurance payments and copays, Select Physical Therapy owe us $36.60. They said that the refund had been approved. However, they have not refunded the money. Every time I call, they just tell me that they are investigating and someone would call back, but no one calls back. It's been going on for the last 6-7 months. The phone number of the Select Physical Therapy is ************

  Business response

  01/25/2023

  January 25, 2023  
  

  To whom it may concern,  
  

   After reviewing the account, it was determined the patient refund had not been issued yet due  to a delay with our automated refund file. We have issued a priority patient refund which was mailed  out the morning of January 25, 2023 for overnight delivery.  
  

   I spoke with the patient today, January 25, 2023, and explained what caused the delay in his  refund and that his check was issued this morning. The patient has my direct number for any additional  concerns.  
  

   If you have any further questions, please feel free to contact me at the number below between  the hours 8:30am to 4:30pm.  
  

  Sincerely,  
  

  Bridget Y****  
  CBO Collections Manager

  Customer response

  01/26/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  **** & ************
  

• Initial Complaint

  01/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our son received treatment at Select Physical Therapy for several months in 2021. The actual therapist was great and we have no complaints about him. Several months after he was finished with therapy we began receiving a bill with a bogus charge on it for a day he was seen and a re-eval was done. I called the business line the person looked into it and was very apologetic and said that Select had screwed up the claim in some way and they would resubmit, don't worry about it. A couple of months later we received a bill again and the bogus charge was back. I called them again and the person looked into and said the claim was rejected because it was a duplicate of the first claim that was denied. But don't worry, they will get to the bottom of it. A couple of months later the bill was back and the bogus claim was back. This time the person tried to say that our deductible had not been met, but we knew this was impossible. But don't worry about it... blah blah blah. Now the bill is back again and I called the insurance company. They confirmed the first claim was not properly submitted. The second claim they said was not rejected because it was a duplicate, but rather, because whoever wrote it out used invalid claim numbers that are not part of the agreed-upon contract. So according to the insurance company, the claim has no meaning to them. I said that may be fine for you, but if they charge us we will have to pay 5 times more than you would have to pay them. So then the insurance agent tried to call Select with me on hold, but couldn't get through. I called Select 7 times, twice the direct line of the first person I spoke to, and twice using the direct line of the 2nd person I spoke to. The first person appears to be no longer at the company and the 2nd person's voice mail said she would reply "when back in the office." I also left 2 messages with the 800 number and 1 message with the non-800 (direct) business office number.

  Business response

  02/06/2023

  We are working with *** to resolve the billing issues.  *** has paid and retracted payments 3 times on several claims, causing the claims to bill to the patient for non-payment by the insurance, which we have reversed.  At this point, we have moved any balances assigned to the patient back to insurance and are working with *** to resolve.  The patient is not being billed at this time.

  Customer response

  02/17/2023

   Complaint: ********
  
  I am rejecting this response because:
  
  

  They said AT THIS TIME I don't owe anything on my son's account but they haven't said the issue was resolved.
  It doesn't mean they won't make up another charge against him later.  All of their bogus charges have occurred
  months after any service was performed.
  
  To top it off they sent an email saying that I now owe $120 on my daughter's account! It has been probably 10
  months since they last saw my daughter and suddenly there is a new charge out of nowhere. They said it was
  the result of an audit and if I didn't want to pay I should send copies of all my receipts. I pointed out that this
  is a brand new charge and they know what I paid and what the insurance company paid and they should 
  be able to pinpoint a charge that wasn't paid so I can ask my insurance company about it. They then
  responded to that with "we are going to audit the account." Waitaminnute, I thought they already DID
  an audit!  
  
  The bottom line is that there have been so many bogus charges at this point, made many months after the 
  last service and the balance was reported as $0, that I don't see how I can have any confidence that an 
  account that goes to $0 will actually stay at zero. As of right now my son's account is at $0, but who knows,
  maybe 6 months now it will go up to $900, and my daughter's account will go up to $500!
  
  

  Regards,
  
  *******************

• Initial Complaint

  11/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I started doing outpatient therapy on 1/18/2022 and my last appointment was 7/8/2022. My first 2 appointments, I paid my out of pocket cost of $260 each visit for a total of $520. Once I finished all my visits , I was advised I would be refunded within 4-6 weeks. Here we are 4 moths later and no check. I've been calling every week and all they say is , we are behind and your check is in the process of being sent out. This is by far my worst experience bee trying to get a refund. It has been now over 4 months and I have yet to receive my refund in a check form.

  Business response

  11/21/2022

  We issued check on 11/10/22 to resolve.  We also called the patient to provide resolution.

  Customer response

  11/21/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************************
  

• Initial Complaint

  08/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  From January 24, 2022 to March 15, 2022 I was seeing a doctor who advised me to go to physical therapy 3 times per week. I did and kept paying my co pays every time I went. Well all of the dates between January and March that I went to the physical therapy were denied by ******. ****** at first denied them saying that they needed all the medical notes - I kept calling the physical therapy place and they said they sent them. ****** kept saying they didn't receive them, so I got every single medical note and brought it to ******. Then after reviewing, ****** said they needed the bills to have correct codes or some code number to be corrected and also the units needed to be corrected. Two things now need to be done to these invoices and resent to ****** in order for Select Physical Therapy to get paid. Well, I have went round and round with ******, they say they need those corrected in order to pay them. I keep going round and round with Select Physical Therapy asking for them to correct the bills and resend them, and they said they have done what ****** wants and every time I call them, it's like starting over because I get another person and they don't know what is needed. Their billing office is in Philadelphia, Pa but the office I went to for physical therapy is in Fredericksburg, VA. I have paid all my co-pays and do not want to pay 4500.00 out of pocket, which I do not have simply because 2 offices can't get their head on straight and figure out what they need or what to send. I am so stressed out and full of anxiety over this mess. I need someone to get this straight so ****** can pay them. Please help me, please. I call both companies every week since April and still nothing is resolved. I have a complaint in against ****** and the only letter they sent to you for you to send to me is something stating the Hippa laws and that they won't discuss my claim with you. I am getting no where. Sincerely,  ************************* Account #*********

  Business response

  08/22/2022

  August 22, 2022 
  To whom it may concern, 
  This letter is in response to the attached complaint file by ****** ******. First and foremost Select Medical would like to apologize to **** ****** for any inconvenience this matter has caused. 
  We treated **** ****** for 15 visits of Physical Therapy starting on 01/24/2022 and ending on 03/15/2022. At this time we billed her ****** Health Insurance for these claims. Since then we have had struggles getting them to process these claims correctly. Upon further research we have found that there is a larger issue with ****** processing claims for our entire business line that we are working diligently with them to correct. We have been asked for information from Anthem to help correct this issue and have provided it to them; however they still have not processed these claims per our in network contract. 
  

  Per her in network contract **** ****** has a $15 copay for Physical Therapy except for dates we treated for Manual therapy when she has a $35 copay. We collected this amount from her at every visit. I spoke with *** ****** today in regards to the remaining $4,295 balance that is still pending with Anthem. I did advise her Select Medical will not be holding her responsible for this balance, as this is her insurance responsibility. We will continue to work with Anthem to resolve this issue and have the claims processed per our in network contract. 
  

  We again apologize to **** ****** for the inconvenience this has caused; but hope to have this resolved with her insurance company soon; and again will not be holding her responsible for any further balances. 

  Thank you for your attention and prompt response to this matter, if you have any questions please contact me directly. 
  

  Sincerely, 
  

  Susan C***** 
  Collection Supervisor

• Initial Complaint

  07/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was seen at Select Physical Therapy on ****** ****** **** in Carlisle Pa for pre surgical therapy. Our insurance approved a certain amount of sessions. My first visit was on 5/26/22 where I paid a $40 copay as required by our insurance company. My second visit was on 5/31/22, where I again, paid a $40 copay. I received a bill from them for date 6/22/22 stating that I owed $40.00. I reached out to the billing number provided on my statement asking why I received this bill since I had paid my copay at both visits. I was told I needed to contact my insurance company because it was an issue on their end. After reaching out to the insurance company, I was told that Select billed for 2 procedure codes on the same day, same visit, which resulted in me being billed for 2 copays for that visit on 5/31/22. I then reached out to the Select office I used in Carlisle, PA to ask them if they could shed some light on this issue and why they billed the insurance this way. I was told by Mary (front desk) that this was not correct and I should not be paying 2 copays for the same visit. She said she would contact billing and figure out what was going on and get back to me. Two weeks went by so I reached out to them again on 7/17/22 to ask if anything got resolved. I was quickly told that the bill was correct and to take it up with my insurance company. I again, contacted them and they explained that they processed the claim with the procedure codes given. I then paid the $40 (which means, I paid a total of $80 for a copay for one visit....this has NEVER happened before with any medical facility I have used). I reached out to my husband's employer who looked into this and although yes, the insurance company processed the claim with 2 codes, I was told that Select should have never coded my visit this way. I'm getting NO WHERE with Select and would like my $40 back. I have not rescheduled any of my sessions because I can't afford an $80 copay each time.

*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. ↩