Complaints

This profile includes complaints for Athletico Physical Therapy Headquarters's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Athletico Physical Therapy Headquarters has 67 locations, listed below.

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• 

  Athletico Physical Therapy Headquarters

  2122 York Rd Ste 300 Oak Brook, IL 60523-1925

• 

  Athletico Physical Therapy-Gretna

  16918 Morgan Ave Ste 11 Gretna, NE 68028-4089

• 

  Athletico Physical Therapy - East Lincoln

  200 N 66th St STE 20 Lincoln, NE 68505-2690

• 

  Athletico Physical Therapy-Gretna

  16918 Morgan Ave STE 11 Gretna, NE 68028-4089

• 

  Athletico Physical Therapy Headquarters

  784 Gravois Bluffs Blvd Fenton, MO 63026-7726

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/27/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I completed physical therapy for several weeks with Athletico and insurance claims were submitted. I had a large deductible to meet and Athletico agreed to a $125/month payment plan on my remaining balance. The issue is my balance was not decreasing after making these payments and I had no other physical therapy visits or insurance claims involved or pending. Athletico claim that these payments were made but it was very difficult to see how these payments were applied to my account because the payments were divided up between the multiple charges on different dates of service and I was never sent a monthly statement, just a running balance each month if I ever received one. I contacted Athletico by email and they emailed me a statement that ended on 9/9/2024 and no latter statements could be provided, and you could not even see any payments applied before this date on this internal statement. Attached is the last statement dated 09/23/2024 that SHOWS a balance of $1025.02 and a previous statement on 09/02/2024 with a balance of *******, $125.00 higher. I have proof of all payments being sent since 09/23/2024, September through March that's $750.00 of payments and my balance should be $275.02. I have submitted proof of payments to Athletico and the web page shows a balance of $918.25 as of 03/08/2025.

• Initial Complaint

  Date:02/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Athletico for doctor-ordered physical therapy last year and my issues were not resolved to begin with, but I received surprise bills from Athletico for amounts completely different from what I was told initially, citing an issue with my insurance provider. Those issues were resolved and my deductible was updated, and Athletico zeroed out my balance for the remainder of the year. I just got a surprise invoice for $262.11 last night - the same amount they tried to charge me before my insurance was adjusted last year. They deliberately waited until my deductible reset for the year before trying to charge me again per ****** with their billing department as confirmed the morning of Thursday 2/19/2025. I went through all kinds of hoops getting this resolved with different **** and was told this was resolved. ****** was unwilling to work with me or explain beyond that. I do not even have an itemized bill - just a flat amount they want me to pay.

  Business Response

  Date: 03/27/2025

  Athletico takes all public concerns seriously but, due to HIPAA, cannot engage in public discussions about specific patient circumstances. Our goal is for individuals to be satisfied with all interactions with Athletico. We are in direct communication with the patient and are working to address the concerns

• Initial Complaint

  Date:02/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I visited Athletico Physical Therapy for a back problem as prescribed by my primary care physician. Athletico was listed as in network by ********** Blue Shield and supposedly I would get the most cost effective care at their facility. Upon arriving for my 4th appointment I was presented with a very large bill without any detailed explanation (Athletico Exhibit 1). I was shocked at the exorbitant amount that was charged without any prior disclosures which seems very out of line for the services I received. Upon further complaint I requested a detailed listing of how they came to these charges (Athletico Exhibit 2) and received a list of seemingly overlapping charges and up charges that were not disclosed prior to service. Additionally, for most of my sessions the therapist was assisting 2 patients simultaneously greatly reducing the value received for the visit. I contacted the provider with my concerns and after a lengthy conversation they said they would not re-consider any billing. I believe the value I received was minimal for my visits. I believe additional services were provided at additional cost that were not disclosed. I believe I am being charged for multiple overlapping services. Due to therapists attending to other patients during my session and questionable billing practices which have ultimately became a financial burden and waste of my time I request a full refund for all payments made and removal of all unpaid amounts billed. 

  Business Response

  Date: 03/25/2025

  Athletico takes all public concerns seriously but, due to HIPAA, cannot engage in public discussions about specific patient circumstances. We consider this case closed

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 22934171
  
  I am rejecting this response because:

  Athletic has made no attempt to resolve the issue .  Their response only says that they consider the case closed.  So, it is not an attempt to remedy anything.

  Sincerely,
  
  *** ********

  Business Response

  Date: 03/27/2025

  Athletico takes all public concerns seriously but, due to HIPAA, cannot engage in public discussions about specific patient circumstances. We ask all patients to confirm insurance coverage. We have reached out directly to resolve this issue and consider this case closed.

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 22934171
  
  I am rejecting this response because:  No, they did not reach out as they have stated to try and resolve this matter.  They did not disclose costs prior to rendering service.
  
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:02/12/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February 4, 2025 I had a physical assessment/evaluation done by a Physical Therapist. She submitted it along with a request to get authorization from my Insurance(for more appointments). The request wasn't sent to my Insurance, that day/nor week. Neither was it sent Monday, February 10, 2025(when, I inquired about it again). I asked my **************** didn't see anything being submitted). This is an on-going issue with this Company. Them doing so, prevents me from scheduling continued Physical Therapy(in a timely manner). I've attempted to reach out to their Corporate Office(only to be told there's no contact phone number for their Regional Manager). They have a e-mail, but I prefer to speak with them in-person. I shouldn't have to push to get authorization for more Physical Therapy appointments. They're hindering my Physical Therapy & delaying my progress(which, I've notably made).

  Business Response

  Date: 02/20/2025

  Athletico takes all public concerns seriously but, due to HIPAA, cannot engage in public discussions about specific patient circumstances. Our goal is for individuals to be satisfied with all interactions with Athletico. We have reached out directly to resolve this issue.

  Customer Answer

  Date: 02/21/2025

   
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:01/23/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went to ****** location on 1/3/2025 and 1/7/2025 for physical therapy on my right knee. I was responsible for $80 each visit, with my insurance paying the majority. On 1/3, most of the time was spent filling out information on their tablet with about 7 minutes talking about my issue and a little stretching. On 1/7, I peddled the bike for 13 minutes, stretched by legs on a slant board for 2 minutes and did some actual exercises for about 12 minutes. I had gone to therapy at other businesses in the past and this was by far the worst experience. I canceled my remaining appointments.

  Business Response

  Date: 01/31/2025

  Athletico takes all public concerns seriously but, due to HIPAA, cannot engage in public discussions about specific patient circumstances. Our goal is for individuals to be satisfied with all interactions with Athletico. We will be reaching out directly to resolve this issue.

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22848109
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 01/31/2025

  you state that your goal is for all individuals to be satisfied in your answer, therefore, refund my money

  Business Response

  Date: 02/20/2025

  Athletico takes all public concerns seriously but, due to HIPAA, cannot engage in public discussions about specific patient circumstances. We have reached out directly to resolve this issue.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22848109
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:01/14/2025

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Local Athletico office staff took my information for insurance. After talking about the amounts they were told from the insurance, which was $15 for occupational therapy. In the middle of their services I starting getting ***'s where the copay was incorrect. After asking the front office manager, she reaffirmed that it was confirmed that the insurance gave her copay amount for $15. She had it rebilled and they then shot back amounts for $70. After contacting **************** and made a claim for fraud with Surest. I trusted Athletico that they where telling me the truth. Once the fraud investigation was completed, UnitedHealthcare shared information that Athletico called and got numbers for a copay of $70 per occupational therapy visit. Had I been told the numbers upfront, I would never had used their services. Surest has a price rating system, and as a person who's wife works for UnitedHealthcare, we always ask for billing to do prior Auth or anything to give actual **** ***** per service. I also have tried to call and fix this issue and the account is in dispute, but Athletico never call back when I put in a call back request. I want to pay the bill, but I want to pay the amount I was told by the office staff.

  Customer Answer

  Date: 01/17/2025

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 02/20/2025

  Athletico takes all public concerns seriously but, due to HIPAA, cannot engage in public discussions about specific patient circumstances. Our goal is for individuals to be satisfied with all interactions with Athletico. We deeply apologize for any inconvenience but consider this issue resolved.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22811326
  
  I am rejecting this response because: you guy did not hold up your end. It's wrong to call the patient then promise something and not do it. I am going to hold you accountable, and I can escalate it to the States Attorney General if needed. Please contact me in regards, if you want to protect my HIPPA. You last contact me on Jan 17th from a Mr. ******* at number ************.
  

  Account Number: ****************

  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:01/06/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1/6/2025 Athletico is billing me now for a service they claim they rendered in February of 2020. I paid my copay of $20 each time I entered the Center in ******* IL for physical therapy in 2020. They are charging my credit card without authorization and I want them to remove my card on file. They have no right to do this. Please help me! I am considering closing my credit card which is inconvenient for me.

  Customer Answer

  Date: 01/06/2025

  Attached copy of statement just received and screenshot showing advisement of credit card charges 

  Business Response

  Date: 01/09/2025

  I spoke with *****, today, January 9th, 2025, to inform her that the most recent bill statement generated for services rendered in 2020 was generated in error and I apologized to her for that experienced.  I explained to ***** that she had set-up Automatic payment via Instamed when she made her last payment which is the reason why payments were being taken when a new bill statement generated and that I had deactivated the Automatic payment that was set-up in Instamed, yesterday.   I also informed ***** that we had processed a refund for $45, yesterday and that will be refunded back to her Discover credit card within 3-5 business day and to contact me directly if the credit is not reflecting on her credit card by end of day, Wednesday, 1/15/24.  

  I thanked ***** for sharing her feedback with regards to her overall experience with Athletico ****************** and reiterated that Athletico welcomes constructive feedback to improve the overall patient experience.   

  Customer Answer

  Date: 01/10/2025

   
  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.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:10/21/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son, ****** *****, was prescribed physical therapy for his knee. We went to Athletico to seek care.Upon arrival for his first therapy session they called to take him back for therapy. I asked this in order to know what the amount I was agreeing to per visit, prior to accepting service and to avoid getting a later surprise bill. At that point, prior to any service rendered, I requested they call my insurance and determine any out of pocket expense, above the co-pay.The young lady at the front desk had us wait for ten minutes or so while she called the provider. Once she came back she told us there was NO additional expense beyond the co-pay. At that point we agreed to continue with the service as this was within our price range. My son went to several more therapy sessions. Upon completing all of his session this company sent me a bill with ADDITIONAL charges from each visit. I called to alert them of the mistake and they threatened to send me to collections. Since I value my credit score I had no alternative but to pay this company. I spoke to them on the poor business ethics an how there was no way for me as a consumer to know what they are charging and they asked to speak to a a manager. Nobody could speak to me or has returned any calls

  Business Response

  Date: 11/14/2024

  Athletico takes all public concerns seriously but, due to HIPAA, cannot engage in public discussions about specific patient circumstances. Our goal is for individuals to be satisfied with all interactions with Athletico. We have reached out directly to resolve this issue.

• Initial Complaint

  Date:10/09/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had 7 appointments 6/29/23 through 7/26/23 at the Grayslake Athletico. The first 3 appointments I used my insurance. My husband changed jobs, I told Athletico Grayslake that I would no longer have insurance and asked the cash rate. They told me I could pay their cash rate of $150 for any other appointments. Before the remaining 4 appointments started I paid upfront for my services - $150 each session - and I have proof of doing so. In August of 2023 I was somehow alerted that Athletico had submitted an appointment to insurance when I had none, and had already paid for services. I called then and talked to someone - he claimed he didn't know what I was talking about and would look into it. He called back and left a voicemail (which I still have for proof) not to worry it was submitted to insurance and went through fine. February 2024 arrives and I began getting bills for the last 2 appointments. I called Athletico billing and was told those appointments bounced back from insurance and now I was being charged the full rate of $349. I explained I paid in full at the time of service and was advised to call Athletico Grayslake. I called Athletico Grayslake and spoke with ****** who does their billing. She apologized and said she accidentally opened a new ticket for those last 2 appointments and therefore they went through insurance I didn't have. She said she would contact billing and let them know. Since them I have contacted ****** multiple times. One of the billed appointments (7/20/23) was removed however the appointment on 7/26/23 I am still getting billed $349 for. According to my insurance **** I should owe for 3 appointments on 6/29/23: $257.45, 7/6/23: $33.54, 7/11/23: $34.07. My appointments were paid in full $150 each at the time of service on 7/12/23, 7/18/23, 7/20/23 & 7/26/23. I would like a corrected bill so that I can please pay for this and have it over.

  Business Response

  Date: 10/28/2024

  Athletico takes all public concerns seriously but, due to HIPAA, cannot engage in public discussions about specific patient circumstances. Our goal is for individuals to be satisfied with all interactions with Athletico. We will be reaching out directly to resolve this issue.

• Initial Complaint

  Date:09/16/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date Of Transaction :- 05/08/20204 Service Provided:- Therapy Description I had Physical therapy session 3-4 sessions with the Athletico Physical Therapy in ****************** location.On 05/08/20204 :- I was charged double for the therapy while given exact same services , when i called their billing department they said even if we spend 1 second extra on something its double charge,My therapist did nothing extra and this just looks like a money grab from the organization . I am not sure how to proceed with this request further This is the line item which i am disputing Line Items:- 05/08/24 B97530 (QTY 2.00) - Therapeutic Activities $160.00 $20.75 Location:- I went to following location:- **********************, ************************** **************************************************

  Business Response

  Date: 10/10/2024

  Athletico takes all public concerns seriously but, due to HIPAA, cannot engage in public discussions about specific patient circumstances. Our goal is for individuals to be satisfied with all interactions with Athletico. We will be reaching out directly to resolve this issue.