ComplaintsforSelect Medical Corporation

• Initial Complaint

  11/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I started doing outpatient therapy on 1/18/2022 and my last appointment was 7/8/2022. My first 2 appointments, I paid my out of pocket cost of $260 each visit for a total of $520. Once I finished all my visits , I was advised I would be refunded within 4-6 weeks. Here we are 4 moths later and no check. I've been calling every week and all they say is , we are behind and your check is in the process of being sent out. This is by far my worst experience bee trying to get a refund. It has been now over 4 months and I have yet to receive my refund in a check form.

  Business response

  11/21/2022

  We issued check on 11/10/22 to resolve.  We also called the patient to provide resolution.

  Customer response

  11/21/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************************
  

• Initial Complaint

  08/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  From January 24, 2022 to March 15, 2022 I was seeing a doctor who advised me to go to physical therapy 3 times per week. I did and kept paying my co pays every time I went. Well all of the dates between January and March that I went to the physical therapy were denied by ******. ****** at first denied them saying that they needed all the medical notes - I kept calling the physical therapy place and they said they sent them. ****** kept saying they didn't receive them, so I got every single medical note and brought it to ******. Then after reviewing, ****** said they needed the bills to have correct codes or some code number to be corrected and also the units needed to be corrected. Two things now need to be done to these invoices and resent to ****** in order for Select Physical Therapy to get paid. Well, I have went round and round with ******, they say they need those corrected in order to pay them. I keep going round and round with Select Physical Therapy asking for them to correct the bills and resend them, and they said they have done what ****** wants and every time I call them, it's like starting over because I get another person and they don't know what is needed. Their billing office is in Philadelphia, Pa but the office I went to for physical therapy is in Fredericksburg, VA. I have paid all my co-pays and do not want to pay 4500.00 out of pocket, which I do not have simply because 2 offices can't get their head on straight and figure out what they need or what to send. I am so stressed out and full of anxiety over this mess. I need someone to get this straight so ****** can pay them. Please help me, please. I call both companies every week since April and still nothing is resolved. I have a complaint in against ****** and the only letter they sent to you for you to send to me is something stating the Hippa laws and that they won't discuss my claim with you. I am getting no where. Sincerely,  ************************* Account #*********

  Business response

  08/22/2022

  August 22, 2022 
  To whom it may concern, 
  This letter is in response to the attached complaint file by ****** ******. First and foremost Select Medical would like to apologize to **** ****** for any inconvenience this matter has caused. 
  We treated **** ****** for 15 visits of Physical Therapy starting on 01/24/2022 and ending on 03/15/2022. At this time we billed her ****** Health Insurance for these claims. Since then we have had struggles getting them to process these claims correctly. Upon further research we have found that there is a larger issue with ****** processing claims for our entire business line that we are working diligently with them to correct. We have been asked for information from Anthem to help correct this issue and have provided it to them; however they still have not processed these claims per our in network contract. 
  

  Per her in network contract **** ****** has a $15 copay for Physical Therapy except for dates we treated for Manual therapy when she has a $35 copay. We collected this amount from her at every visit. I spoke with *** ****** today in regards to the remaining $4,295 balance that is still pending with Anthem. I did advise her Select Medical will not be holding her responsible for this balance, as this is her insurance responsibility. We will continue to work with Anthem to resolve this issue and have the claims processed per our in network contract. 
  

  We again apologize to **** ****** for the inconvenience this has caused; but hope to have this resolved with her insurance company soon; and again will not be holding her responsible for any further balances. 

  Thank you for your attention and prompt response to this matter, if you have any questions please contact me directly. 
  

  Sincerely, 
  

  Susan C***** 
  Collection Supervisor

• Initial Complaint

  07/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was seen at Select Physical Therapy on ****** ****** **** in Carlisle Pa for pre surgical therapy. Our insurance approved a certain amount of sessions. My first visit was on 5/26/22 where I paid a $40 copay as required by our insurance company. My second visit was on 5/31/22, where I again, paid a $40 copay. I received a bill from them for date 6/22/22 stating that I owed $40.00. I reached out to the billing number provided on my statement asking why I received this bill since I had paid my copay at both visits. I was told I needed to contact my insurance company because it was an issue on their end. After reaching out to the insurance company, I was told that Select billed for 2 procedure codes on the same day, same visit, which resulted in me being billed for 2 copays for that visit on 5/31/22. I then reached out to the Select office I used in Carlisle, PA to ask them if they could shed some light on this issue and why they billed the insurance this way. I was told by Mary (front desk) that this was not correct and I should not be paying 2 copays for the same visit. She said she would contact billing and figure out what was going on and get back to me. Two weeks went by so I reached out to them again on 7/17/22 to ask if anything got resolved. I was quickly told that the bill was correct and to take it up with my insurance company. I again, contacted them and they explained that they processed the claim with the procedure codes given. I then paid the $40 (which means, I paid a total of $80 for a copay for one visit....this has NEVER happened before with any medical facility I have used). I reached out to my husband's employer who looked into this and although yes, the insurance company processed the claim with 2 codes, I was told that Select should have never coded my visit this way. I'm getting NO WHERE with Select and would like my $40 back. I have not rescheduled any of my sessions because I can't afford an $80 copay each time.

• Initial Complaint

  07/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My daughter received physical therapy from Select Physical Therapy (START, INC) Also know as Select Medical from March 26, 2021 to August 5, 2021 they billed up to $400 for these visits which were less than an hour. Select Medial (START) did not bill me until May 2022 the following year. This violates the NO SURPRISES Law. Claims were submitted immediately to the insurance company but they waited a year to send a bill to me.

  Business response

  07/26/2022

  July 25, 2022 
  

  To whom it may concern, 
  We received the complaint for ID ******** in regards to their account with Start Physical Therapy. 
  After reviewing the account, it was determined the claims have processed correctly towards the  patients in network deductible. At the start of treatment, the patient’s guarantor had been made aware  their $6,000.00 family deductible had not been met. Due to an audit of the patients account, it had been  discovered the balance had not been automatically advanced to bill the guarantor when the electronic  explanation of benefits had been received from the insurance. Once discovered, the account had been  updated and a statement was issued to the patient's guarantor on 04/14/2022. At this time the patient is  being held liable for the outstanding balance of $1,738.27. 
  I have attempted to contact the patient’s guarantor at ###-###-#### to discuss the balance on  the account. I contacted them on 07/15/2022 and left a voicemail with my contact information. I have  not received a response. 
  If you have any further questions, please feel free to contact me at the number below between  the hours 8:30am to 4:30pm. 
  Sincerely, 
  Bridget Y. 
  CBO Collections Manager 

• Initial Complaint

  07/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Compnay that is the problem: SSMHealth Physical Therapy a division of Select Medical Corporation I am owed a refund of payment made for physical therapy. I met my deductible prior to them submitting a claim. Date of LAST appointment: 3/1/2022; Date claim processed by insurance (on the above): 3/30/2022 I have contacted them on their website and made calls. Calls made by me to (**** ********: 1. April 8 - They acknowledged that I was owed a refund; said it would take a few weeks to process. 2. April 26 - They said that it takes 4-6 weeks to process. 3. June 7 - Said it was "processed" on May 24th, and payment should be made in the next few days to a week. 4. June 23 - Said the payment had been made and I should wait two more weeks because mail can be slow. 5. July 7 - Said the check was mailed on July 1. They do business in Texas. Further, according to the statutes available on the state of Texas website, which are current through the 87th 3rd Called Legislative Session, 2021, the OCCUPATIONS CODE; TITLE 3. HEALTH PROFESSIONS; CHAPTER 101. HEALTH PROFESSIONS COUNCIL; SUBCHAPTER H. BILLING; Sec. 101.352 (h), stated that "If a patient overpays a physician, the physician must refund the amount of the overpayment not later than the 30th day after the date the physician determines that an overpayment has been made." It has been significantly longer than 30 days. It has been 3 months! It is now July 8, a full week after the check was supposedly mailed. I have checked my mail today, there is nothing from them. They have lied during every single phone call I’ve made. I suspect, if I were to call back next week, I would just get another excuse. This is unacceptable. If you need me to provide documentation from showing my payments and the EOB from my insurance, I can do that. You have my contact information.

  Business response

  07/26/2022

  July 26, 2022 
  To whom it may concern. 
  We are writing in response to the formal complaint received on behalf of patient *** ****** ******* for services rendered at the Baylor Institute for Rehabilitation location -North Arlington that we received on July 11, 2022 for dates of service September 7, 2021- March 1. 2022 pertaining to a refund due on the patient's account. 
  As of July 1, 2022, all of the patient's claims had processed and a refund was mailed to the patient for $253.46. We have attempted to verify that the refund check was received but not chased but have been unable to reach the patient for verification. We have reached out through the patient's email on 7/12/2022 as well as leaving a voicemail on 7/13/2022. 
  The refund had been delayed initially due to needing to allow time for the claims to process and explanation of benefits to be provided to the facility from the patient's primary insurance *** to show what true patient responsibility for her visits would be. The refund was begun on 4/15/2022 and then needed to process though Account payable and be sent through the United States Postal Service. If the refund has not been received a stop payment can be processed and a new check issued. 
  Our Customer Service Department is here to assist if there are any questions from this patient regarding the application process, or questions regarding the balance. If the patient has any additional questions, the patient can reach out to us at 866-889-9968 Option 2 Monday through Thursday 8AM-5:30PM and Friday 8AM-4:30PM EST. 
  Best Regards, 
  Baylor Scott & White Institute for Rehabilitation 
  
  

• Initial Complaint

  06/20/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I received physical therapy for a total knee replacement that I had on 9/8/21. I started out patient pt on 9/28/21 through 12/27/21 (3 times a week). My insurance paid up to 10/28/21. I have called my insurance company many times and asked what is needed for payment. I was informed on my last call that all thar was needed was a treatment plan from the therapist. I also called select medical on 5 differeng occasions. I have spoken to the same person each time and told them what was needed in order for them to get paid. They have still not submitted this information. Now I am receiving a bill from select medical for $6,572.58. I have tried to email someone for them to call me and no one has contacted me. I called again today 6/20/22 and was on hold for 30 minutes before I was told to leave a message. I have done pt medical billing in the past and I know that you need to submit all of this information for payment. I am beside myself. If I had access to this treatment plan I would submit it myself. Not to mention that these billing people do no follow up. All they do is keep resubmitting a bill without the proper attached information (prescription, notes, treatment plan). I have notes of phone calls to both. My acct# is *********. I feel that the billing job was and is not being done correctly and I am not responsible for this $6,572.58. I paid all of my co-payments and have made several calls to the insurance company that clearly the billing person has not.

  Business response

  06/27/2022

  June 24, 2022 
  To whom it may concern, 
  We are writing in response to the formal complaint received on behalf of patient *** ******* ******** for services rendered at the Kessler Institute for Rehabilitation Physical Therapy location - East Brunswick, NJ. The patient was treated at this location for a total of 37 visits starting on 09/28/2021 through 12/27/2021. Her claims where processed under her insurance provided at intake, ******** ******. Information received by the insurance on 11/3/2021 indicated that additional information was need in order to process the claims and at that time the evaluations, prescription and plan of cares were faxed into Meritain. On 2/23/2022 billing confirmed that the documents were received and found that dates of service, 9/28-10/28/2021, were reprocessed and awaiting incoming payment and dates of service 11/1-12/27/2021 denied due to needing medical records. On 2/23/2022, the medical records were faxed in to ******** for dates of service 11/2-12/27/2021. On 5/11/2022, ******** was called to check the status of the claims as they had been denied as non covered. Billing was advised that ******** needed additional information, which was verified to be previously received during the call, and the claims were resent to be processed. During the call billing was advised that if any additional information was needed in order to process the claims a letter would be sent. Per phone call from the patient on 6/22/2022 billing found upon review that additional information was needed and will be submitted in as an appeal with the insurance company, ********* for payment on the claims. Customer Service reached out and left a voicemail to the patient requesting a call back in order to update the patient on the status of her claims and next steps that are being taken. As of 6/24/2022 we have not heard back from the patient in order to supply additional information to her. 
  Our Customer Service Department is here to assist if there are any questions from this patient regarding the application process, or questions regarding the balance. If the patient has any additional questions the patient can reach out to us at ************ Monday through Thursday 8AM-5:30PM and Friday 8AM-4:30PM EST. Best

  Regards,

  Kessler Institute for Rehabilitation 

  Business response

  07/21/2022

  July 20, 2022 
  To whom it may concern, 
  We are writing in response to the formal complaint received on behalf of patient *** ******* ******** for services rendered at the Kessler Institute for Rehabilitation Physical Therapy location - East Brunswick, NJ. The patient was treated at this location for a total of 37 visits starting on 09/28/2021 through 12/27/2021. Her claims where processed under her insurance provided at intake, ******** ******. Information received by the insurance on 11/3/2021 indicated that additional information was need in order to process the claims and at that time the evaluations, prescription and plan of cares were faxed into ********. On 2/23/2022 billing confirmed that the documents were received and found that dates of service, 9/28-10/28/2021, were reprocessed and awaiting incoming payment and dates of service 11/1-12/27/2021 denied due to needing medical records. On 2/23/2022, the medical records were faxed in to ******** for dates of service 11/2-12/27/2021. 
  On 7/11/2022 we called and spoke with the patient and advised that a letter of medical necessity had been sent to insurance via fax and we followed up with ******** and was advised that it had not been received. At that time, we resent files. We received confirmation on 7/18/2022 that the fax with additional documentation was received and the claims were sent to reprocess. ******** advised that the typical reprocessing time is 30-45 days for an appeal. If insurance denies bills, the patient will not be held responsible for balance remaining. 
  Our Customer Service Department is here to assist if there are any questions from this patient regarding the application process, or questions regarding the balance. If the patient has any additional questions the patient can reach out to us at 866-889-9968 Monday through Thursday 8AM-5:30PM and Friday 8AM-4:30PM EST. Best Regards,

  Kessler institute for Rehabilitation 

  Customer response

  07/21/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  05/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I fulfilled my OOP and deductible and was notified by my healthcare provider after I had already paid Kessler six very high co-pays of $75 each. I have called and no answers or they tell me to call back in a month or a week. I would like my refund of $440 if not more, returned ASAP. I wish I could send them to a collections agency for keeping my money and making so many excuses. Do better.

  Business response

  05/20/2022

  May 20, 2022

  To whom it may concern,

  We are writing in response to the formal complaint received on behalf of patient *** ********* ********* for services rendered at the Kessler Institute for Rehabilitation Physical Therapy location – West Orange, NJ. The patient was treated at this location for a total of 12 visits starting on 02/18/2022 through 04/05/2022. Her claims where processed under her insurance provided at intake, ****** ******.
  Information received by the insurance on 02/17/2022 (ref# ******** ***** *) originally advised that *** ********* was responsible for a copayment of $75.00 per visit. Our West Orange facility collected the copayment accordingly.
  As of March 31, 2022 the claims processed by ****** starting with date of service 03/18/2022 indicated that the patient was no longer responsible for a $75.00 copay. *** *********’s last date of service was 04/05/2022. The above information that the claims were not processing with a copayment would not have been updated on the account until after the treatment was completed. There is approximately a 3-5 business day turn around for payments for insurance payments to post to a patient’s account.
  We do not refund patients or insurances until all dates of service have processed correctly and verification was obtained that the patient did meet their out of pocket maximum. The last processed claim with ****** was received on 04/30/2022. Ms. Patterson was advised of this on her 04/07/2022 call to our customer service team.
  As of 05/17/2022 the patient has been refunded the amount of $300.00 due to payments that were made from the copayments collected based on benefit verification from ******. We have expedited the refund. Please allow 4-6 weeks to receive your refund.
  The refund was issued within 3 weeks of the last claim processed by ******.
  
  Our Customer Service Department is here to assist if there are any questions from this patient regarding the application process, or questions regarding the balance. If the patient has any additional questions the patient can reach out to us at 866-889-9968 Monday through Thursday 8AM-5:30PM and Friday 8AM-4:30PM EST.
  

  Best Regards,
  Kessler Institute for Rehabilitation 

• Initial Complaint

  04/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  During my first meeting with ******* clinic people on 2/23/2022, I asked about the cost of having physical therapy there. I was told my insurance covered it. Around mid March, I received email from my insurance saying the claim has been processed. I checked online and saw my share of responsibility was $128 for each session. I went to the clinic and asked them, "So how much do I need to pay you now?" I was told none. On 4/15, I told them that I was going to move the end of the month and would not be able to come for therapy. They asked me to come one more time to do some check, I said ok. My last session was on 4/19. The next day I received a bill from *******. I had to pay $128 for each session. There are total 23 session, that is, $128 x 23! I contacted my insurance and learned that they filed claim soon after my first session, that is, they knew I had to owe them money when I approached them in mid March. Instead of letting me know the cost beforehand, they were holding back the bill until after I told them of my intention to stop coming on 4/15. In the past, before I did any dental work, I was always informed of my responsibility after insurance payment, so I made informed financial decision. With *******, if they didn't know on my first meeting, they knew in mid March. I believe they deliberately held back the bill until they knew of my not-to-come-back intention. I am very upset. I tried to call them and ask why. I was placed on hold for a long time. I have to share this at all social media site. By the way, the therapists are very nice. I have no complaints against any of them. My only complaint is toward their billing department

  Business response

  05/10/2022

  May 5th 2022

  To whom it may concern, 
  

  We are writing in response to the formal complaint received on behalf of patient *** ****** *** for services rendered at the ******* ********* *** Rehabilitation Physical Therapy location – Westwood, NJ. The patient was treated at this location for a total of 24 visits starting on 02/13/2022 through 04/20/2022. Her claims where processed under her insurance provided at intake, ****** **********. 
  

  Payments and explanation of benefits received by the insurance advised that *** ****** *** has responsible for a coinsurance and deductible. As a courtesy we verified benefits with *** on 02/22/22 we spoke with *** reference number *****. We advised *** ****** *** that per her contract with *** she has a $3,000.00 per year deductible with only $171.95 applied and $2,988.05 remaining to meet. 
  

  We also advised that once the deductible is met that her policy with *** then has an 80% - 20% coinsurance applied until she would meet a total out of pocket maximum of $7,000.00. At this this time the facility staff advised the patient of the estimated cost of $124.00 per visit until her deductible is met after the deductible is met an estimated $25.00 per visit towards coinsurance. *** ****** *** signed and acknowledged that she understood her responsibility. 
  

  “I have read the above policy regarding my financial responsibility to Select Medical for providing rehabilitative services to the above named patient or me. I certify that the information provided is, to the best of my knowledge, true and accurate. I authorize my insurer to pay any benefits directly to Select Medical. I agree to pay Select Medical the full and entire amount of all bills incurred by me or the above named patient, if applicable, any amount due after payment has been made by my insurance carrier.” ****** *** Signed 02/22/22 at 21:14:04 ***
  

  Our Customer Service Department is here to assist if there are any questions from this patient regarding the application process, or questions regarding the balance. If the patient has any additional questions the patient can reach out to us at 866-889-9968 Monday through Thursday 8AM-5:30PM and Friday 8AM-4:30PM EST. 
  

  Best Regards, 
  ******* Institute for Rehabilitation 
  
  

  Business response

  05/11/2022

  We apologize for any previous miscommunication related to patient responsibility under the insurance coverage.  We will write off the balance as a customer service accommodation.

  Customer response

  05/11/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:

  The sad part is I have paid off EVERYTHING just to get it out of my mind. Thank you for your efforts, though.

  ****** ***

• Initial Complaint

  04/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A bill for $1,484.00 was sent. Then a collection notice. My mother's estate was looked into. Because there was no estate, they cleared it and I was not supposed to pay the $1,484.00 however when we received the collection notice, we panicked and put the charge on a credit card. It's been 4 months and we are still trying to get a refund for the charge that by mistake we paid, but are due a refund accordingly. This has been escalated several times and no resolution. I put in claim through credit card company and they closed the claim because the facility did not respond with any information. We would like a refund in form of check or credit back to the original credit card used asap. Interest is being charged and this is taking too long to get resolution.

  Business response

  04/19/2022

  After careful review of the concern brought forth, Select Medical has made the decision to refund the $1,484.00 that was paid by the family.  We understand and apologize as this issue appears to have been due to a timing discrepancy. 

  The original credit card that was charged has been refunded $1484.00 and the balance on the account is now zero. 

• Initial Complaint

  02/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I began visiting a Physical Therapy Office owned and operated by Select Medical Corporation in January of 2021. The address of the office is *****************************, Houston, TX ************. I went between January and October of 2021. During this duration I was continually charged a co-pay of $20/visit after meeting my insurances deductible. At no point was I ever charged a different amount, informed of increasing charges, or the fact that I had a maximum visit limit/had reached that limit for insurable visits in a six month period. In fact, after a conversation with the Admin. at the office, I was told I was owed a refund because the business had been overcharging me for visits. This was towards the end of October 2021. I called the collections department of Select Medical and they told me claims were processing for my refund and to call back in 60 business days. In January of 2022, I began to call weekly to ask about the status of my claims and was continuously told that they were still processing. On 2/25/2022, I was informed that instead of being owed money, I instead now owed Select Medical ~$1800 in back charges because I had exceeded visit limitations set forth by my insurance. I was never informed of exceeding the limits by the physical therapists office and was continually charged the average copay of $20 As a customer, how could I have known that I was exceeding coverage. When I spoke with my insurance company, they informed me that Select Medical had never called to verify coverage or for eligibility of benefits. Instead, Select had used an automated software that jumped this verification step. I would have ceased going to these appointments had I been made aware at any point I was no longer covered by my insurance. However, Select Medical was content to let me keep going without raising any awareness and then back charging me months later. I am seeking help of the BBB to have Select Medical drop or reduce these charges. I have not paid them yet.

  Business response

  03/04/2022

  March 4, 2022 
  
  To whom it may concern, 
  

  We received the complaint for ******* ***** in regards to their account with Select Physical  Therapy. 
  After reviewing the account, it was determined the patient's benefits had been miss communicated. The patients visit limit had a hard limit of 21 visits in a rolling 6 months span. We discussed  the case with our clinical management team and they agreed to waive the patient balance of $1,809.14. 
  

  Our Market Manager of the rendering facility contact ******* ***** Wednesday, Friday, March  4, 2022 March 2, 2022 and explained what happened. The patient is aware that their balance is no longer  due.  
  

  If you have any further questions, please feel free to contact me at the number below between  the hours 8:30am to 4:30pm. 
  

  Sincerely, 
  Bridget Y**** 
  CBO Collections Manager

  Customer response

  03/04/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

*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. ↩