Nargiz Sadigzade
The worst billing and cost transparency I have ever experienced with any service provider. The sad part is that the therapy professionals are actually good, but I will never go to this practice again. I am on a High Deductible plan. Therefore, ahead of scheduling my first appointment I specifically asked the reception what should I expect as post-insurance deductible I will have to pay. I was told they are unable to tell me (in a country where everything is priced somehow we have to, first, buy medical services and then pray we are charged a normal price!), but I can expect a "reasonable price". A reasonable price for physical therapy is $90–$150 for ongoing sessions, and $150-$250 for an initial session, before any insurance discounts (!). So I proceed to making ongoing appointments. A month later after having gone to 6 sessions, I receive a bill, that shows I owe $385 for the first session, ~$220 for the second and the third, after the insurance discount (!!). I am shocked, after getting some advice from friends, I reach out to the reception, and ask what is the self-pay rate. I am told the self-pay rate is $250 for the first session and $150 for the ongoing ones! 1.5-2x+ times what I have to pay through insurance. What the hell? I immediately switch to a self-pay rate for the following sessions (I continue to have sessions as my injured shoulder is still aching) and reach out to the billing department to investigate the bills for the past 6 sessions. After a month-long back-and-forth with the billing department, where the phone screeners tell me that "it is what it is", and this is the insurance agreed rate and they cannot retrospectively change the bill to a self-pay one (although per law if I ask for a "Good Faith Estimate" they are obliged to provide me with one instead of saying the charges will be "reasonable"), I finally get through to the management. The management tells me, that the self-pay rate is NOT $250/$150 and is in fact $1,000+/ $350+ for the first/ongoing sessions respectively, and they do not know why the reception has been quoting me these prices (and apparently the prices quoted by the reception are only "down payments", and I technically owe for the difference even for the self-pay sessions I have been going to). By now I have gone to another 5+ self-pay sessions and have paid the se-called self-pay rate out of pocket at the reception. The manager is understanding, and tells me they will honor the lower self-pay rate that I was charged for all the self-pay sessions (and graciously not charge me accumulated outstanding balance for those), but I will still have to pay the original price for the first 6 sessions charged through insurance, because had those been treated as "true" self-pay my bill would have been higher (plus they cannot change what has been billed to insurance). By now I am sick of this whole process, the shoulder is still not fixed, and I am deciding, that given at least they honor the self-pay sessions, I will go ahead and pay what I was charged for the original 6 sessions through insurance. Today I log in, to pay for the original 6 sessions (the ones charged through my insurance), and I see, that although the 2nd and the 3rd sessions were at $220, the 4th through 6th sessions are for some reason charged at $370 per session......for the same ongoing sessions, and the same services I received in 2nd-3rd sessions..... This will never end... So yes, stay away...