Carter Rehabilitation

I was told by Mona that I could receive PT care for a $25 copay at this business. I was also told that I could see Joe, the lead PT, as my PT for a frozen shoulder. After four visits, it became apparent that I was not going to be under Joe's care. I was given an intern who was very nice, but gave me heat and ice and two exercises at every visit that I could've learned on the internet. In fact at my last visit this intern confirmed I could simply look up more exercises online, so I stopped going. Since my departure, I received a bill from my insurance for $380. A far cry from the $25 copay that Mona advised I would pay. Naturally, I was outraged and felt betrayed for having paid so much and receiving so little. As it turns out, Carter rehab is not in the preferred network of PT providers that I was lead on to believe they were in, and when I called to express my dismay, Mona began to argue with me that my copay was going to my deductible (which it isn't). She told me that Joe would call me back. Instead, I received a letter from her advising me that they lowered my bill as a courtesy, by $90 (no explanation as to how they came up with that number). I asked for a phone call from Joe as well as a letter with a breakdown of charges - I never received either one. Since leaving Carter, I've gone on to another PT who is amazing and has given me the utmost in professional care for my shoulder. I now know that this place was very unprofessional. I would never recommend it to anyone.

This letter is addressed to Joe Carter of Carter Rehabilitation LLC in Flagstaff, Arizona: OFFICE STAFF INTERRUPTS MEDICAL TREATMENT OF PATIENT In April 2016 I called to cancel an appointment. Upon my next visit Mona informed me I owed $25 dollars for a “no call/no show” (yelling from her office, rather than walking up to me). At that time I informed her that I called in advance and was directed to a recorded message stating, “Sorry we are understaffed at the moment...” The call date is confirmed with my cell phone records. She then threatened that if it was not paid in two weeks it would be $50. I had no energy to argue because of the amount of pain I was in at the moment. But, I called again stating I canceled the appointment and there should be no fee. I then told her that she was being unprofessional, and that I was not receiving the proper respect one should show a patient. Later that day, I received a call from someone else in the office saying my next visit was being canceled due to Blue Cross/Blue Shield not covering treatment. But why? I informed the individual that upon my initial intake at Carter Rehabilitation I was very clear to Mona that this insurance was only good until the end of April, at which point my AHCCCS Health Choice would be the only primary. This young woman said she would have to get authorization and then call me back. She never called back. This is confirmed with phone records that this was the last call I received from the office. So, I ended up getting immediate authorization through my primary care and within a few weeks I started the first of an additional 12 visits. However, I opted to go to Entire Care at FMC this time around. This was 12 visits I could have been treated at Carter Rehabilitation (over $2000 to them). Again, I was not receiving treatment for my injury for weeks, all due to the internal office problems with Mona at Carter Rehabilitation. I believe that helping heal the patients you treat should be the primary focus of Carter rehab, don't you? Being a patient, I felt frightened and very left in the dark as to the progress of my recovery. Mona was acting in a manner inconsistent with generally accepted standards of physical therapy practice, and failed to adhere to the recognized standards of ethics of the physical therapy profession. She also failed to maintain adequate patient records because my mailing address was given as a PO Box ---, Flagstaff AZ. I informed Mona of this on two occasions. By sending an invalid debt to multiple creditors and providing a false address, Mona is seeking to ruin my credit. This has caused undue mental duress when considered with me not receiving treatment when I felt I needed it the most. When people are hurt they are scared and need help, not to be attacked with such petulant behavior. So to recap, I am being sent a bill for $154 of collection where there was no right to collect, as I canceled the appointment. There should be no issue in the 1st place as I received message that the office was understaffed. Secondly, I was not being treated like a patient, both in terms of respect and also not receiving care because of Mona and her unprofessional resentments. 3rd, your office lost 12 visits because Mona wanted $25 I did not owe. 4th, my credit is being threatened and $154 is already on my credit report(even though I disputed with multiple agencies)! 6th, I am getting 12 more visits, but not there. Lastly, this will reflect on the reputation of your practice in many ways unless it is rectified. I really liked the care I was receiving from the PT named Mike! I think he is quite exceptional, and it is sad I had to go untreated with my injury for weeks, making my knee very stiff and immobile. Please address this very unprofessional and seemingly insane actions of your employee Mona (losing over $2000 because she thought I owed $25). I will be disputing with the credit bureau and seeking legal advice. I trust you will take corrective measures to protect the good name of your practice.

Joe Carter is my hero. My lower back has never felt better!!! And I now understand how/why I have pain in the first place, and what I need to do to correct the problem. Thanks Carter Rehab!

Joe and his staff do a wonderful job. This is my four th time being here for joint replacement rehab. I am back to work and doing great