If you care about your sanity, avoid this place. I have had an unbelievable number of issues with…read morethis office, and I've only physically been there once.
From the beginning, communication was a nightmare. When I first called to schedule an appointment, I asked what I would pay for a typical PT visit. They collected all my insurance information, and I was told their insurance person was out and would get back to me the next day.
She didn't.
A week went by, and I still hadn't heard anything, so I had to call them myself. They still weren't sure what my cost would be. I was repeatedly told someone would get back to me, but they never did, so I had to keep calling for answers. On multiple separate occasions, I was verbally told my appointment would cost no more than $70.
The day of my appointment, I called again and was told they needed my insurance information, despite already providing it. I gave it to them again and was told someone would get back to me shortly. Since my appointment was that day, I explained that I needed an answer within the hour so I could decide whether to attend.
Again, no one called me back.
As I was getting ready to leave, I called them myself for an update and was once again told the cost would be $70.
I arrived 15 minutes early, only to be told at the front desk that my appointment had been canceled. When I asked why, considering I had spoken with someone less than 30 minutes earlier, no one could explain what happened. "Luckily," the physical therapist I was supposed to see still had availability, so they told me to go ahead with the appointment and complete the paperwork afterward.
Because of their miscommunication, they weren't prepared for me until about five minutes after my appointment was supposed to start. While I waited, I could hear three front-desk employees discussing each other, other employees, and the office's lack of communication. It honestly explained everything.
Before starting my appointment, I triple-checked that my cost would not be more than $70, and I was explicitly guaranteed that it would not be. I specifically asked multiple times because I wanted to be sure what I would be paying.
The physical therapy appointment itself was fine. I have no complaints about the therapist personally. I left feeling relatively positive despite the chaos and even scheduled several additional weekly appointments.
Then came the next week.
Less than an hour before my second appointment, they called me. This was the only time throughout this entire process that the office proactively contacted me. The person handling insurance informed me that my appointments would actually cost $239.15.
I was understandably furious. I explained that I had been told multiple separate times that my cost would be no more than $70. I tried very hard to resolve the situation and avoid having to pay the additional $169.15, but I was told there was no way around it. They weren't sure who had given me the incorrect information and said the issue was ultimately between me and my insurance.
I understand that insurance is complicated and mistakes happen. What I don't understand is how I can provide my insurance information, repeatedly ask what I will owe, have to repeatedly call because they don't follow up, and then be verbally assured multiple times that my cost will be no more than $70--only to be told an hour before my next appointment that I owe an additional $169.15 for my previous appointment.
I was also told that because I had signed the paperwork, I was responsible for the charge. The problem is that I signed the paperwork after my first appointment, after I had already been given the $70 estimate multiple times and proceeded based on that information.
I ultimately paid the bill because I was told there was no other option, but I do not feel this was handled fairly. I tried very hard to avoid paying that amount and tried to resolve it with them, but they refused to take responsibility for repeatedly telling me my cost would not exceed $70.
I canceled all my remaining appointments.
The physical therapists may be good at what they do, but the administrative and customer service side of this office is incredibly poorly managed. The repeated misinformation, failure to follow up, constant need for me to call for answers, last-minute cancellation, and surprise bill were completely unacceptable.
I genuinely feel bad for the therapists because the front office is doing them a huge disservice. Their communication and billing practices are turning away customers who otherwise may have continued treatment.
Based on my experience, I would not recommend this practice to anyone.
