Upstream Rehabilitation

Great therapists.... Received my bill after my case was closed. It was filled with errors... Incorrect amounts and Completely wrong services . Billing dept said contact the local office.. Local office having trouble fixing because the case is closed. So it sounds like... Too bad so sad.... Seems like an company wide issue and I can't believe there hasn't been a suit filed..

Hey corporate, this is a review for you not the local clinic. Fix the issue. Billing dept is absolute trash. Insurance repeatedly asked them for information and they did not provide it. Called them several times over 4 months; Got told all incorrectly processed claims would be resubmitted and account would be on hold until they get processed, then I just got a bill with some balances saying 90+ days, 60+ days, saying they could go to collections at any time. Check my recent EOBs carefully and it only looks like 8 of about 30 were resubmitted. I called them today to try to figure this out again and escalate to a supervisor and “no one was available”. My actual local PT, Erin, is very knowledgeable and has helped me through every pain I’ve had. Couldn’t recommend them enough. Unfortunately, they don’t have any control over these issues.

I received a phone call out of no where saying they received a referral from my doctor for them to schedule PT. When asked whom this was just rambled several names. And several locations I could go I told her i was scheduled PT already. I admit I was caught off guard because I was awakened. VERY UNPROFESSIONAL. DO NOT USE THEM How they accessed my referral I would love to know

I will never do business with SERC owned by Upstream. They do not give you your refund. The SERC facility I used was in Belton, MO and they were great until Upstream Rehabilitation bought them. I have waited almost a year for a refund. I have called them 8 times since October 2023 and get the same runaround. We will turn it over to a supervisor. As of today, 7/14/24 and my 8th phone call they say they will give it to a supervisor - mind you - the 8th time this same response. So, I am turning it over to the Attorney General and see if they can get action. So please be aware that this is not an honest company as they will keep your money.

This company is pass sorry, I see why now, there ratings are so low. I just wish I would have done my research prior to giving them my business but rest a sure. That will not ever happen again nor will I be referring them to anyone I know!!.. The staff did a lot of playing around not really focusing on clients during therapy sessions and It has been over 2months that My attorney and myself have been trying to retrieve my medical records to no prevail, just a lot of leaving voice messages. That obviously no one is checking or returning calls on. This is ridiculous, it has been 2months and again my attorney nor myself is yet to get someone. We can actually talk too, no one to call back, do there job, or send my records out. I wouldn't ever again in life do business with these people/this company!!>>

Ryan my original physical therapist was compassionate and knowledgeable. The problems I had with Summit was the scheduling and the second Physical therapist I was put with. On my first visit I was ask to schedule for the month of January, so I did. At the end of January I was told that I had scheduled into February. I thought it was my mistake. Scheduled 2 more weeks because of vacation. Talked to physical therapist about cutting back to once a week he agreed. I scheduled one session for the week I was leaving for vacation. I get a text reminder to come in Monday. I had scheduled Wednesday. I found out that they had again scheduled me three days that week. That was the 3rd time they scheduled me without my consent. Upon arrival the my physical therapist was helping a new patient. They put me with a different employee. She was busy helping her regular patient. She would give me something to do and go back to her regular patient. I informed her at least three different times that my injury was hurting. Despite this being my first session with her and knowing my injury was sore, she put me through a strenuous session. She introduced several new exercises and didn’t stay with me long enough to see if I was doing them correctly. She set me back a month in my rehab.

UPDATE: DO NOT USE any subsidary of Upstream Rehabilitation. I was left the below message from Jennifer yesterday and tried calling today to discuss my account. WHAT HAPPENED?! The 2 reps (Glenn and Joann) kept pushing me to their credit service. They could not provide me any detailed information regarding my account. How can someone leave me a voicemail and a message review below and not be able to provide account information?! RIDICULOUS! I used BenchMark Physical Therapy a subsidary of Upstream. The therapist at the Ballantyne (Charlotte, NC) location were great. I worked with several different therapists and was pleased with everyone. They did an amazing job with my therapy post surgery. No complaints with the location, staff, etc. 5 stars if I could rate them. Now the corporate office (Upstream Rehabilition) has been awful. I have called in multiple times to question my bills due to insurance. They have been less than helpful everytime. They push me off to either my insurance, the clinic, etc everytime. If you have questions about your insurance payments, I would go elsewhere as Upstream will NOT help you. And do NOT ask for an itemized ledger because it is TERRIBLE. They took a co-pay from me everytime (even though I didn't have a co-pay). Then they would apply to various dates without informing. Also I would recommend knowing your physical therapy benefits prior to any visits. The staff at the clinic would get approvals from my insurance, but my insurance ended up not paying because I had met number of visits. Finally, I've learned you have to shop around for phyiscal therapy within network. They all do not charge the same and you could get same service elsewhere for less out of pocket expenses/better coverage from insurance.

Like most others, billing issues. Impossible to get a human on the phone even though I left my number yesterday to be saved in an automated line. They are saying that I didn't make two co-payments even though I have verification from my bank. I love the PTs at SERC but I will think twice before going back to them.