TL;DR: I got a huge bill and the manager refused to call me back.
Look. This is not a bad place to get PT. I'd give the service I received a 4.5/5: everyone was friendly and competent, and I did improve. My only service complaints are that you only get to see the actual PT for evals/re-evals and the PTAs would only do manual therapy on one body part (I was there for my shoulder and knee, and I had to pick which they'd work on). It just felt like they were a bit stingy with the care and access to the PT.
Here's the reason for the one star: they told me my estimated payment was $44/session (I have a high deductible plan, so all sessions were basically out of pocket). That seemed low, but I figured they'd tell me if there was a change, and in the meantime I went in the recommended 3x/week since it was so affordable.
Two whole months later, I got a bill for over $1000. The "estimated payment" turned out to be only a fraction of the actual cost of each visit, which ranged in price from $109-$278. Had I known this, I never would have gone in so frequently, and I would have asked to pay the cash price, as it was lower than my insurance's contracted rates.
I asked both the billing company and Jackson's office manager why the amount they were charging me wasn't changed as soon as they knew my insurance allowed for a much higher fee, or why they let me keep coming in without telling me I would be slammed with a huge bill. They told me they have no systems in place to do that. They would have kept charging me $44/visit and then sending huge bills forever. This is terrible, even unethical, business practice.
Carson, the office manager, was very nice and said she'd contact me once the rest of the insurance claims came through so we could work something out with the huge balance. I paused PT in the meantime.
After several weeks, I called and left a couple messages for Carson. She eventually texted me and said she would call me once she heard back from their billing company. I left her another message a couple weeks later, but I never heard back.
I was planning on going back to Jackson and did not seek another PT referral, and I have regressed in the months without care. My daughter's PT referral was randomly sent to Jackson, and when they called me last week to schedule, I told them I needed to resolve my account first and to have Carson call me. They then told me my chart had been closed and I was no longer a patient there. Then they said that since I wasn't going to schedule for my daughter, they'd reject her referral.
I honestly don't know what happened. I don't know why she wouldn't call me back. I told everyone who called that I wanted to come back in as soon as we figured out the account.
My advice is, unless you are POSITIVE what your copays are, do not go here.
EDIT: She called me the day after I posted this. She said she'd tried to call me once but it rang without going to voicemail. I do not have a record of this call, and she did not say why she didn't try again or call back the other times I contacted the office. No apologies were given, but she did get approval to reduce my balance by a modest percentage, which I really appreciate. read more