Poor reception quality and terrible communication.
I called on 4/13/2026 to schedule a new patient appointment with Jennifer for physical therapy. My first impression was subpar. The front desk receptionist, a young man, seemed to be multitasking--and not well. I could hear him talking to a patient at the front desk to schedule their next appointment. Good thing nothing personal was discussed because I could hear everything! Her name, address, phone number and her next scheduled appointment date. Thankfully, I have no malice intentions but that's concerning. The receptionist was having a hard time juggling between addressing patients at the office and speaking with me to get my information. Eventually, I just hung up and waited 10+ minutes to call back. When I did, he apologized and continued to take my information down and schedule an appointment. I verified with him that they took my insurance because I saw on the website that they did. He said they did. We scheduled for 4/20/2026. I called back later just to make sure I made the appointment at the right location because I realized they had two locations. I scheduled for their route 40 location.
On 4/17/2026, the day of my appointment, I received a call from Mark to verify my medical insurance information. I gave him the information for both my primary and secondary insurance. I suppose he ran my benefits to ensure they were active because we were on the line for a little while before he said everything was ok. He verified the location I would be meeting Jennifer on 4/20/2026 and we finished the call.
On 4/20/2026, I received a call from Mark at 9:32am. He stated they didn't take my secondary insurance, despite it being on their website. He continued to say I could just pay the balance after my primary insurance was billed. I told him I was not paying a balance when BOTH of my insurance covers my medical care. I then mentioned how both of my insurances is listed on their website and they verified my insurance last week. Why didn't they tell me this when they took my insurance information before? I told him that they can just cancel my appointment if they won't bill my secondary insurance and I'll look elsewhere. He then proceeded to tell me he would verify with the provider then call me back. I told him I'd appreciate it. Almost an hour later, at 10:19am, I received a followup call from Mark saying they have to cancel my appointment. Mind you, my appointment was at 1:00pm.
This has been a complete waste of my time. Completely unprofessional. I don't have this issue with any of my other providers. Be wary booking with this practice. I can't imagine how many people may have experienced billing issues with them. Transparency is important to me.
Update: 4/21/2026
I received a follow up call from Revive about my experience. I presume they read my review. They called to "apologize for the miscommunication"--however, it felt more like gaslighting to me. They said Mark called TWICE on 4/17/2026. That is not true. He only called once to verify the insurance I provided on 4/13/2026 and to document my ID numbers. Revive claims Mark made notations that he called a second time and left a voicemail stating they don't take my secondary insurance. Either Revive is lying or Mark lied to cover himself. I never received a follow up call UNTIL 4/20/2026. Revive said they'll review their call records and I actually support this because they need to train their employees on handling matters like this more efficiently. Now I am concerned because Revive said Mark may have called the wrong number and left a voicemail elsewhere. That's very concerning. How often are employees calling the wrong numbers and leaving voicemails? Can't imagine the number of HIPPA violations that may have stemmed from these type of mistakes.
This has been a very annoying waste of my time. read more
