Complaints
This profile includes complaints for Healthworks Rehab and Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/07/2024
Type: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.
Better Business Bureau:
In response to the reference to complaint ID ********, and find that this resolution is not yet complete. The business is responding to the issue and stated that it would get back to me by 9/13. Please do not close out this complaint until after I hear back from the business. However, they are taking actions to try to resolve the situation. I would like to hear back from them before closing out this complaint.I note that they had mentioned that I should not pay the bill yet. However, I have already paid the bill because the bill that I received stated that there would be a late fee if not paid by a specific date (which I believe has already passed). Accordingly, I would like a refund of any monies that I may have overpaid.
Many thanks,
***** **
Business Response
Date: 09/06/2024
We are sorry to hear that you experience in our clinic was less than exceptional. In fact we as HealthWorks strive to provide exceptional quality clinical care. This is something that we have been having regular trainings on with the clinic teams starting in 2024. To address your concerns: I reviewed the dates of service and there were varying clinicians involved in their care. This was a time of high turnover and we were working with PRN clinicians for coverage until a permanent solution could be established. Going forward we have found and employed 2 full-time clinicians (both PT's) for the Cheat Lake office to ensure consistent continuum of care moving forward. Our staffing became stabilized in Cheat Lake in February of 2024.
I am working with our CBO to address the reasons why you are receiving a bill and working to correct this issue. Until you hear further from me please do not pay anything on these bills until we finish looking into this further. I am working with our RCM team as well as our Billing Office. I was not aware of this issue until recently receiving our letter.
The reason that your bills are inconsistent is that no treatment was billed identical from visit to visit. If you were to ever have any questions regarding your bills the best thing to do is to reach out to the clinic you were treated at and ask to speak with either the Market Manager or Regional Director. I did review all notes in question and you are correct that none of the notes were the same. This has to do with treatments being classified as service-based vs time-based per CPT coding and rules surrounding each type of code. If you want to reach out directly to me I can explain this further.
Please know that it is our goal to ensure a high valued clinical session and exceptional quality clinical care to each of our patients. We are working quickly to remedy the billing concerns and I am hopeful that we will have closure on the billing aspect by 9/13/24.
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