Thanks Bryan,

At this point I’m just hoping from some response from them at all. I’ve tried so hard, and I have gotten nowhere….

I cannot believe the gross negligence of PhysioTherapy. I called the Gunnison clinic yesterday- she sent a message to “corporate” and nothing happened. “I will call you today to check up on you to make sure somebody called”. That didn’t happen. Nor did anyone call from corporate. I called Gunnison again at 3:30 today and she blamed it on the fact her “computer was down”…. “someone should be calling you today or tomorrow”.

The problem with PhysioTherapy is that messages from individual clinics go off in cyberspace somewhere. Individual clinics don’t really have contact with any specific rep from Phyio’s corporate.

I called the CB clinic. Made the person there send out a message. I told her I felt like Physio’s behavior was ridiculously unprofessional…. I mean, really, how hard is it to send some copies?

Then, I tried to call “corporate” with a 1-866-925-2295. But, instead of saying PhysioTherapy, it answers with “Montgomery Associates”. WTF? It didn’t used to say that. Even more strange is there is no way to talk to a customer service rep. If you wait on the line, it sends you to a voicemail. You have some options to choose, like “If you were treated in Alabama, press 2” or something like that. But, no choice for Colorado. I called the Gunnison clinic and asked what was up w/ that and they had no clue.

Then, I looked up the number for Physio on the Internet- 1-866-786-8482. There, you can’t speak with anybody unless you know specific extensions. So, I left a message on the mass voicemail.

Oh my God, I can’t believe how hard it is to get a hold of these freaking people!!!! Any ideas? I’m seriously about to lose it.

for every 10 happy customers, there is 1 loud pissed off customer!

Mike- Thanks for the advice. I was planning on writing a letter tomorrow. We’ll see where that gets me. As far as my insurance company goes, they are working on trying to change it from their end. I will find out more on Friday, probably, but it takes a few days for things to get processed.

The best option in my eyes is for you to write an extremely detailed letter to Physio and have it sent via registered mail to the billing department and/or the corporate headquarters; email a copy as well so they have more time to try to fix the issue. At the same time ask Aetna for an extension for Physio (though it probably won’t help, there’s a chance they’ll do it) to get their act together. At the same time, ask Aetna to send you something stating that Physio’s initial submittal was incorrectly done, and that they have not received any updated ones. I can’t help you with what your legal rights do and do not entail as a patient.

I’m not a lawyer, I’ve just dealt with a lot of liability scenarios in my education and career. If it comes down to it, consult an attorney, etc. etc. etc.

I have been documenting everything- That’s how I know what dates things were supposedly submitted, etc. I’m not sure it’s enough to stand up in court. I feel like I’m gonna get screwed out of this whole thing. I tried calling their billing dept today but couldn’t get through. Instead, I tried another route and called the head at the Gunnison clinic. Hopefully that will get me somewhere. Oh, and yes, I’ve asked to speak to superiors before, but it sounds like it’s not something they do. “Oh, let me get you’re number and my superior will call you later today. ” Yeah, right.

Ultimately, I’d like to know more about what my rights are exactly- I can’t seem to find what I’m looking for on the Internet. Then, I can write them a detailed letter about my experience and outlining what I know my rights are as a patient.

Good luck.