don't normally leave negative reviews, and I actually waited before writing this because I hoped Dr. Rob Auguste would reach out to me personally and try to resolve what happened. Unfortunately, that hasn't happened, and I feel other patients should know about my experience before agreeing to treatment.
Before starting physical therapy, I was told by the front desk that they accepted my insurance and my copay would be $45 per visit. I agreed to treatment based on that information.
At my very first appointment, the woman at the front desk told me the charge was $240. I immediately stopped and said, "That doesn't sound right. I was told $45."
She went and got Dr. Auguste. He came out, took my credit card, and did not say one word to me about still charging me $240. Since I had just specifically questioned the $240 amount and explained that I had been told $45, I believed the issue had been corrected and that the $45 amount I had been quoted was being charged.
I had no idea that my card had still been charged $240.
Another major issue was that not once was I automatically given a receipt for these charges. I completed four visits and only obtained the receipts after I specifically requested them. That was when I was finally able to see what I had actually been charged.
I then contacted my insurance company myself and was told that this provider was out of network for my plan.
Had I been clearly told before treatment that the provider was out of network and that I was going to be charged $240 rather than the $45 I had been quoted, I could have made an informed decision about whether I wanted to proceed. I was never given that opportunity.
My last visit was particularly disappointing. Dr. Auguste was running late because he had someone else in his office. I was put on the treadmill while I waited, and it was more than 35 minutes before he actually began working with me. The treatment I ultimately received consisted primarily of working/massaging my calves feet and applying a heating pad. I was charged $240 for that visit as well.
I want to be completely fair: some of the physical therapy did help me. In particular, during my earlier visits, the hands-on treatment gave me relief from the neck spasms I was experiencing. That's actually part of why this situation is so disappointing. My negative review isn't simply because I didn't benefit from treatment. My concern is about the billing, lack of transparency, and my overall experience as a patient.
After discovering what had happened, I raised my concerns. I genuinely hoped Dr. Auguste would contact me personally, explain what happened, and make an effort to work something out with me. I deliberately waited before posting this review because I would have much preferred to resolve this privately and fairly.
I never received that call.
Patients should be told clearly and directly what they are going to be charged before their credit card is run, especially when they have specifically questioned the amount. They should also be able to rely on the financial information they're given when deciding whether they can afford treatment.
I'm sharing my experience so other patients can protect themselves. Before receiving treatment here, I strongly recommend that you call your insurance company yourself, verify whether this provider is in network, get your expected cost in writing, ask exactly how much is being charged to your card, and request a receipt after every transaction.
I wish I had done all of those things from the beginning. read more
