ComplaintsforPT Solutions of Trinity
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
2-11-2024 Definitions:"Provider": PT Solutions of Trinity ***** Trinity Blvd, Trinity, ** ***** "Patient": ********************* ******************************************************************************* ************ ******************* "Insurance":Blues Cross Blue Shield AnthemProvider field to provide a patient with a good faith estimate.Patient initially visited the provider in November, 2023.Patient provided an insurance card and asked to provide the cost per visit with insurance. Provider reviewed insurance and confirmed that the initial evaluation will be $25.00 and following visits will be $50.00.Patient inquired about costs without insurance and was told they will be much higher without any written confirmation.Patient visited this provider 3 times..No information of extra charges were given to the patient.In January 2024, the provider informed a patient of the surprise charges of $858.00.Patient tried to dispute the charges by calling for 4 weeks. Manager never returned any calls.Provider fraudulently billed a patient.January 2024 - patient received surprise bills.January 2024 - patient never agreed to the charges posted.January 2024 -Patient was never given the information about charges that the provider intended to do.Provider knowingly mislead the patient by confirming maximum charges (initial visit: $25 and $50 following visits).Provider continued to bill the patient without the patient's consent.Business response
03/05/2024
This was our response to the ******* ********** of *********** and ******** Services:
Jayla,
Yes, we received the original complaint and forwarded it to our PT Solutions Compliance and *************** teams. They began their investigation into the complaint and called the patient on 2/14/24 to discuss. ******************* with PT Solutions *************** left a voicemail to discuss his concerns, but he has not responded to her attempts to communicate with him. **** then followed up the call with a formal letter to ****************.
Based on the information our *************** gathered in their investigation, it was determined that the patient was billed correctly according to his insurance benefits and we have a signed financial agreement from **************** with him agreeing to the benefits.
In addition, it has come to my attention that no one from PTS has directly replied to your correspondence. I am hoping that this will suffice and assist in closing the complaint against PT Solutions Trinity. I would be happy to answer any questions you *** have.
Thank you for your assistance with this matter.This was the ******* ********** of *********** and ******** Services response to our reply:
Good afternoon,
Please reach out to our office if you have any additional questions. Thank you.
The ********** of *********** and ******** Services has received your response to the above referenced complaint. We appreciate your cooperation in our informal mediation process. The complaint has been closed at this time and a copy of your response has been provided to the consumer for their records. The closing of this complaint does not prohibit the ********** from seeking enforcement action regarding any statutory violations that *** have occurred.
If you have additional information or considerations relating to this complaint that you feel the division should have on record, please contact us using the address and case reference number noted above.
As you *** know from previous correspondence with the division all complaints are a matter of public record and will be provided to consumers, news agencies, other state agencies, or any other interested parties.
Best regards,
*********************
Senior ******** Analyst
Division of ******** Services
Florida ********** of *********** and ******** Services
************ Office
************ Fax
**************************Initial Complaint
10/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Im writing to you to file a complaint against a physical therapy company called PT Solutions in Trinity, **. Let me explainOn January 6th, 2023 I visited the Trinity PT Solutions office inquiring about physical therapy for my shoulder. An employee named ****** an insurance verification specialist at PT Solutions, took my information, called my provider (Florida Blue) and verified that my plan covered the physical therapy I was looking to receive. Therefore, I scheduled appointments and received several treatments over the next couple of months. Let me be very clear: If these services were NOT covered by my insurance, I would NOT have proceeded with treatment.A few months ago, I received a $3,352 bill from PT Solutions (apparently they bill under the Advent Health umbrella). Very confused, I had no less than 15 conversations with both PT Solutions, Advent Health (staff and managers), and Florida Blue (even multiple calls with both parties on the phone) all of which resulted in finger-pointing to the other party. I have to say that this process has been beyond frustrating, to put it mildly. Since PT ******************************* Health have stood firm on their lack of responsibility (post internal review processes and all), I filed several appeals with Florida Blue and even submitted an external review with them, which was recently denied.If PT Solutions wants to scrabble with someone to pay the bill and they claim to be innocent in this situation, I recommend they take it up with ** Blue personally because Ive exhausted all of my options with them. The $3,352 bill has now been sent to collections. From where Im sitting, the mistake (or miscommunication) was made somewhere between 2 large, wealthy corporations and the backlash is falling on me the little family guy trying to put food on the table.Business response
10/25/2023
We are sorry to hear about your experience. Our team works hard to provide the best care possible and to be transparent about financial responsibilities before treatment begins. We apologize for any inconvenience and will address your concerns with billing. Thank you for your feedback and we will be in touch.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.