ATI Physical Therapy

While under their care for rehabilitation from knee surgery, was injured using equipment assigned to help surgical knee. Injury to other leg with muscle strain and or tear. Diagnosed by surgeon who performed knee surgery. Needed additional therapy. Did this at another ATI facility per doctors recommendation. No injury report was made. Comments of “it’s your arthritis, other leg is compensating for the surgery, it normal. No one addressed my concern even from 4 DIFFERENT therapists who worked on me. Bill was for about $369, I paid $169 and asked for some adjustment to the bill based on the money (out of pocket) to repair the injury. Phone calls produced no adjustment. Review of concern by ATI produced a decline of my request.

Unethical Billing Practices & Unhelpful Billing Department
Visited ATI in the Massachusetts area for a basic back strain. Have visited other PTs before where the process for settling my bill or co-pay after every visit was simple and straightforward. ATI, on the other hand, was a real billing headache. Issues include:
1) Unable to settle up in the office at each visit. Everything seems to go through their corporate billing center.
2) Corporate billing center takes 3-4 weeks to process a bill so you can easily be 3-6 visits in before finding out how much you owe for your first visit
3) There are vastly different bill rates if you have insurance and if you do not. If you don't have insurance and pay out of pocket, every visit is a flat $100 regardless of what it was (initial evaluation vs. follow up visit). If you do have insurance, they will bill 2-3x that rate. For example, an initial visit was billed to my insurer at $350+ and my responsibility for that visit (based on my deductible) was about $150 which is obviously more than the out-of-pocket rate.
4) Despite my asking before my first visit what a visit would cost IF I paid out-of-pocket I was not informed of any of the above. I was simply told that it's about $75. I provided my insurance information via the paper work I filled out simply because they asked for it, not because I was committing to paying one rate versus another.
5) Billing department when called is unhelpful. They calmly explain the difference in bill rates but seem completely unbothered by the absurdity that the same service can vary in cost by 2-3x based on who is paying for it. They remind me that I chose to pay via insurance even though I had no idea a priori of what that implied in terms of the bill rate.

The tech at Estrella harrassed me, told me what I should have said when I should have said to the physical therapist and spoke to me like I was a criminal was rude and went out of her way to say that I did not know what was going on instead of conveying my messeges to the physical therapist. I would give them a negative rating if it was here I have not felt better and have been going there over a year. They have terrible issues with scheduling they are trying to force me into mechanical traction for my back when my spinal surgeon said not to do it. Their practices are unethical on every level I will not ever use this companies service again. My wife went there for therapy on her broken arm and has the same complaints we will make sure that we can get the messege to as many people as possible to stay away from this company.

My experience with ATI on my very first day lets just say some of the staff do not take constructive criticism very well. I am an introvert and tend to look intense when nervous and going to physical therapy for the first time was stressful. When I did my evaluation there were two men in the waiting room that got very excited about a football game which caused them to become very loud, just when the noise level started to settle one of the staff came and riled the conversation back up, which did not help so I went to the receptionist and politely told her that the staff carrying on like that was unprofessional and insensitive.

That following Monday the Tech Chris who I had complained about while I was on one of the stretched out beds stopped in front of me and put his finger to his mouth and shushed the female therapist across the room in a mocking comeback to me( they were not being loud by the way). Now as an adult I ignored the behavior and as the weeks went by he was always in my vicinity giving this side glance. I noticed behavior changes in the receptionist as well, when I came in they didnt speak or look at me but as soon as someone else came in the fake smiles came up. Into the 3rd week, I noticed, even more, the Chris kept passing by me so I would turn in different directions to see what he would do and sure enough he would pass by me again and it was too many times for him to be accomplishing anything.

I feel I was underestimated by Chris and didnt think I would speak up, but that Friday I did, but before I did he decided to try another obnoxious move. I was on a machine working my arms and I like to look outside to distract myself and for some reason, he passed by and looked outside where I looked then turned and walked away, now I get it the techs are supposed to go around helping and cleaning, but he had no reason for what he did other than to get under my skin and it was the last straw. I talked to Director Jaime, but she defended Chris the tech, telling me he was upset and that he did not remember these behaviors that I mentioned to her, not "No, I did not do these things" but he didnt remember doing these things, now forgive me if I'm wrong but an innocent man says point blink I did not do these things, not "I don't remember". I offered a chance for him to explain himself and Jaime was not much help, making excuses for him that he was on his break.

On Monday I ended up speaking with the Regional Director Brian who again just another dismissive judgemental person who just wanted to make me out the be the bad person and that his staff could do no wrong, He was patronizing and came off as if I was trying to dictate how he conducts his employees, which again I just wanted to sit down with Chris the tech and find out what the problem was, and the Regional Director pretty much exaggerated my suggestions, saying that's not how we do things here. Now lets back up Jaime the Director said I could sit down with Chris the tech and now I'm being told that I can not sit down with him, so that means Jaime played me knowing that I was never going to sit down with Chris or the Regional Director was lying, he also claimed the receptionist never told Chris the complaint, well either they lied, or they didn't do their job and say something to the Director which could have prevented all this. In the end, I ended up talking to Michelle from HR, who claimed they would talk to their staff and said there were other options (meaning I could leave) which I did cutting my therapy short because nothing changed while I was there because the tech Chris was not held accountable for his actions and these people were not worth the stress.

One little incident turned into this big thing, because of a lack of empathy, lack of integrity, ignorance, lack of tolerance, and immaturity to people who are different. Some of these people judged and made assumptions about me because I was quiet, didn't really speak and I looked serious, so in their mind, I had a problem. What they didn't care to do was put themselves in my shoes or just mind their business instead of scrutinizing me.

I did my therapy, kept my head down, but some of these people felt bothered by me enough that I was told I was quiet and didn't smile by one of the techs as if I wasn't aware of this. All this I had to experience at a place where people are supposed to help you. I will never go back there, and for anyone who is different and quiet or looks serious beware these people will judge you harshly and unfairly. People fail to understand that some of the most dangerous people out there are the ones who smile in your face and are the ones who will stab you in the back. But God forbid you look and dress like a problem, the demeanors change and their true nature comes out or they over sell that you're not a bother by being overdramatic with the things they do. I feel sorry for some of these people because they can not see past their own ignorance and bias. The only good thing that came from going there was that I did get stronger and some of the pain I was going through went away. Whether or not my personal therapist was genuine or not she did her job at least and helped me. I didnt take their behaviors personally because I noticed the other therapists not only gave me dirty looks but another client there who came off to intense for them. I think the therapists have not been trained properly on how to deal with people who are socially different. They should not be so quick to judge and be professional and genuine.

I was referred to ATI for Physical Therapy. The ATI office told me I was covered for a certain number of visits a year. I went 15 times and quit going before I had used up all my visits. During my visits I occasionally asked if I owed any money. Someone at the site would walk over to a a computer, look up my account and would tell me I did not owe anything. A few weeks after I stopped going, I received a bill for 1,134.93. I'm very sorry I went to PT. I had asked on several occasions how much it was going to be and was told it was covered by my insurance. I don't have this kind of money and I would have gone without treatment instead of going into debit. The mistake of seeking treatment is going to ruin my credit. If I ever need PT again, I will tell the Dr. that it's too expensive for me.

This complaint is in regards to ongoing erroneous bills being sent to my address over the last 9 months. I paid every bill in full every time at the time of my appointment. The first time I received an erroneous bill, I called their billing headquarters at *** and was assured that I had no outstanding balance with the company and that my account would be soon closed so I would no longer receive bills.

It has been 9 months, and 1-2x a month, I receive a bill stating that I owe money. Every time I receive this bill, I call them and am told that my account has a zero balance and that it is simply waiting to be closed. Furthermore, I am assured that they will close my account so I should no longer be receiving bills. Without fail, 2-3 weeks later, I receive another bill. I have been going through this process for over 9 months now (approaching a year), and it is incredibly time-consuming as each time I call, it turns into a 20-30 minute ordeal.

I want my accounts closed for good and for the billing to stop. It is a shame because I enjoyed my services with ATI and the therapists I worked with were wonderful. However, because of how this has been handled, I will not be back and I will warn anybody who is considering going to this company against it. They do not care about their customers and it almost seems as if they are hoping to harass customers to pay bills they have already paid just so they stop receiving bills and can move on with their life. Seems sketchy to me.

I hope this is settled soon so I can move on with my life.
Product_Or_Service: Physical therapy
Account_Number:

My name is Dnut *** I do have a hard time with ATI Physical Therapy billing office with the address on 4947 Paysphere Circle Chicago Il 60674 phone (877)-284-2455.
I did have eight dates of service with ATI Physical Therapy at Phoenix location. For the first date of service that was on 08/14/2018 I did pay $132.22 with my visa card because at that time my workers compensation was not approve yet. Now I do have on my hand the prove that all the date of services has been paid by my workers compensation insurance (Sentry Insurance) and ATI Physical Therapy refuse to return my $132.22. After several calls at ATI office they refuse to return my money back, I request to speak with a supervisor, manager, workers compensation claim departamente, and they refuse to contact my. Please help me to get my refund.
Thank you

ATI overstated the qualifications of their physical therapist. My child did not make progress during 2 months of treatment, and actually felt worse. We discontinued treatment at ATI, and found success with a different physical therapist. We're seeking an adjustment to the bill, but have been unsuccessful so far.

The therapy clinic has issues with scheduling, if you call in a week ahead of time and show up for your appointment, they tell you that you are not scheduled and there is no co pay because they did not reset your insurance benefits even though the new year was acouple weeks ago because they didn’t have me on the schedule. I have been going to this clinic 3 times per week for 6 weeks and they are very disorganized.

I felt a little better when I left, but the bill was outrageous.
My insurance paid for 50%.
I was never informed about the bill being so expensive. I have heart disease and can't work.
I still can't believe their bill equals the amount it took my staying in the hospital for a week.
It's very shady.

I received a billing statement dated October 11, 2018 for services back in July 2016 at the Tigard Oregon location. These visits were for an auto accident claim and I was using my personal insurance PIP (***) for payments.

On July 25, 2016 I received a call from *** stating the PIP was exhausted and no other payments would be made. This included the 4 physical therapy service dates 7/13, 7/15, 7/18 and 7/20. I immediately called ATI's billing department and told the person I spoke with my PIP was exhausted. Her response was, "Don't worry about it." I settled my claim more than a year later after all expenses were accounted for on October 4, 2017.

After I received ATI's statement 27 months after the last service date, I contacted *** and received copies of the August 29, 2016 Explanation of Review letter sent to ATI for each service date invoiced which clearly says "Benefits Exhausted" and zero payments were made. *** was listed on the patient intake form as secondary insurance and was not billed even though ATI had 11 months to bill them. Had the billing department notified me stating that those invoices were still owed, I could have told them to bill *** (which they should have done) or included the bills in the final settlement.

My husband called as well as emailed ATI's billing department and tried to get answers to the questions of not billing ***, why it took so long to bill, why wasn't I notified that there was an outstanding balance, etc. Customer service was not responsive and chose not answer those questions.

No efforts were made by the billing department prior to October 11, 2018 notifying me the money was owed. Since *** notified them August 29, 2016, now over 770 days later ATI sends a statement. My auto accident claim is settled and done, with no recourse to include these bills which could have been added had I known they were outstanding.

I really wish there was a zero star option.
Please do your research with physical therapy options. Learn from my horrible experience that is essentially part of the theme from the others complaints: questionable billing practices.
I received physical therapy from June- October 2018. My therapy sessions included rubbing my shoulder with some cream, 8 minutes on a arm bicycle, and exercises with resistance bands and light weights. The ONLY change in my sessions were a gradual increase of the resistance level in bands and weights. No new equipment at all or increase in time of overall sessions.
After about month of sessions, I asked for a bill several times, yet I was never given one. The response was always "they have been sent to insurance, you're all good". Repeatedly. Had I received the explanation of billing and the amount of charges, I would have shopped around.
I instead received a bill about 2 weeks after I was done with PT. No explanation of what and why I owed what I did, but a $600 bill due in a week. After 5 months of treatment.
I contact insurance and they say that they were sent one submission with very vague explanations and that every session was coded the same, yet added up to differing amounts of charges. They instructed me to ask for an itemized bill of each session. I did so and I received a *somewhatmore detailed aspect than just a bill. Each session was broken down into 3 areas with the exact same codes and descriptions of my 'treatments'. Yet zero explanation as to what was involved during my sessions. I was charged for "therapeutic exercise', "manual therapy', and 'Therapeutic Activity'. Many sessions had charges varying from $75 to 160. ??? No detail.
I call again and ask for an actual itemization for these charges. Instead of complying to my request for over $6000 worth of services that never altered, I was aruged with , interrupted and condescended to. I asked for a supervisor who had the same lack of listening skills or customer services skills. I was told that we charge in 15 minute increments and if you go over 1 minute, you are charged another 15 minutes.
wow.
I still wanted to see my breakdown of every minute of every session. If I am sent a bill that charges by the minute, it is not unreasonable to see the specifics of every minute. Especially when it involves $6000 of charges. I was told that in order to see this, there was a FEE.
wow again.
I had to get pretty assertive with this unrealistic request of them to charge to see exactly what I was billed for. They did 'make an exception' for me , AFTER I was told by the supervisor that there is "no reason to be so upset". Another, wow. How demanding am I to expect to see exactly what the breakdown of $6000 of treatment? Silly me.
Lesson learned here: when they blew me off and wouldn't give me a bill initially, I should have realized that was a red flag. Had I seen their practices I would have compared to others. That is on my bad judgement.
However, the fact that I have had to make several calls to actually see in writing what I was charged for 5 months of treatment is unethical and concerning business practice.
I warn others to look elsewhere. It's not worth it.
I was given resistance bands and light weights, shown what to do (and after a few months I knew the exact routine) while the staff stood around and chatted. I would , every single appt, have to flag one of the staff members that I was ready for my next exercise. It was absolutely not worth the time and esp the amount I was charged.

Forest Hill, MD location - Back in April, I injured my back lifting a patient while working at my full time job as an EMT. Unfortunately, I was placed off-duty for two months. Two months felt like a lifetime as I am very active, work two jobs, and go to school. For those two months I attended physical therapy doing the FIRST program which was approximately five hours a day, five days a week. Being young and active, I was extremely frustrated with my injury and would often become discouraged. Every single staff member at this location was absolutely wonderful- they went above and beyond every day to help encourage me to work hard and get better. They were empathetic, understanding, kind, and encouraging. If at any point I had a step backward with my injury, they were there to comfort me, pick me back up, and continue to push me to improve. They were creative with my workouts, doing their best to simulate my work environment to ensure that I was ready to return to full duty. My last day in the first program, they celebrated with me. I would not have bounced back so quickly without them. There were many laughs (and a few tears) and I will be forever grateful for them. Their compassion and knowledge is unparalleled and I consider myself lucky to have been a patient here.

ATI decieved us in the instruction our daughter was recieving. For the first therapy session(visits)she saw a Dr. of Physical Therapy. In the second session of therapy needed this Dr. left ATI and we were told our daughter would be working with a different therapist - we had no reason to quesiton or doubt that she would not be seeing, working with or evaluated by a Dr. of Physical Therapy. Within a few weeks of the therapist changing, our bill also changed. We now were being charged twice the amount, as ALL previous sessions/visits. When my daughters father called to inquire, he was told by the ATI billing that this was a "coding" issue and he would need to speak with the therapist, in addition he was told this could be due to the face that the deductible was not yet met in his insurance. He was advised to call the therapist about coding. I the patients mother called and spoke to the therapist. In this conversation I learned: 1.) this therapist took over our daughters therapy and is not a Dr. of PT, rather a Physical Therapy Assistant. When asked what therapist was overseeing her care, she was not able to give me a specfic name and told me she had not been evaluated since the origional Dr. of PT left. Yet her treatment plan was changed, which according to her was legal to do, even though she is a minor and the treatment would/did include additional charges.

I spoke to the clinical director who was helpful and wanted to come to a fair conclusion in us feeling decieved/ lied to in the care of our daughter .We agreed to pay the amount that we were charged for the previous visits, but not the additional charges. She told me she would be working on this and would be in contact. That contact included one e-mail to tell me that she was working on our compliant and would be in touch. A week later I recieved a phone call from ATI "customer service". This woman was rude, spoke over me and the only solution she offered was 10% off the remaining $1700 bill. This is not a solution after being decieved.
Product_Or_Service: Physical Therapy

They are trying to bill me for physical therapy services over 15 months ago. I have called them repeatedly about the charges of $376.52 this has been already paid when services were rendered. Every time I call, I get a different answer on why I keep getting an invoice from March 2017. I feel these charges are erroneous. It also shows I have paid for services after this time period. I explained to them I pay for services for when they are rendered. I am frustrated and don't know what to do.

Just to be clear. the name of the company is ATI Phyiscal Therapy, *** Pittsburgh PA 15250

This company is fraudulent and trying to bill for services that has already been paid over 15 months ago.

The staff at the physical therapy location I went to was good but their billing is not. After what I thought was a final payment in June 2018 for services I received in January and February 2018, I received another statement stating that I owed them more money. I was told that the statement I thought was the final one actually was not. The last statement had a Service Date that showed on the not-so-final statement that I had paid. When I pointed this out, the rep made some confusing comment about me paying less on a date but that was not on any of the statement. Long story longer, keep records of all your payments, make sure to check their statements very carefully, and always question any discrepancies as soon as possible.

My daughter started physical therapy in January of 2018 and after 19 visits by the end of February we finally got our first statement. They ended up billing *** $9268.00 and even though my wife did sign a form stating that we were responsible for 20% we were never told in advance that each 2 hr visit for a broken toe would be between $450.00-$650.00.
Their business and billing practices are very unethical.

I have called servral times and I left messages and I spoke with *** in Dec 26,2017 and she stated to me that I would get the statement by the following Thursday and I still haven't received anything in the mail . I have made multiple calls and I have left messages for *** no response. As well I received a email from the person handling my case she sent me a statement and I request a bill . She hasn't responded since . I called in a spoke to a rude receptionist that told me it cantakd 30-60 day . There lack of professionalism is unbelievable. I will never use them again.