Pivot PT - Gaithersburg

"I am writing this review based off of my experience with Pivot PT as it pertains to their billing department, as a beware to anyone using this facility. TLDR; Pivot PT sent me to collections when I had already paid my balance. I used Pivot PT for about 2 months, and ultimately decided to move on for unrelated reasons. At each visit, the front desk staff who would normally take care of billing, wasn't always there. Thus, I was always told that my payment or copay would be collected at "the next visit". This resulted in a very confusing system of EOB's not being consistent, as visits were being lumped and billed together due to Pivot PT's staffing issues. Their accounting and billing department is a separate third party entity, and requesting documentation was a harrowing process. It took me several months to get access to my records to report with my insurance for reimbursement, a nightmare in itself. The cherry on the cake was getting sent to collections, Pivot PT's error. I paid a balance, with confirmation from Pivot's online billing system. Two weeks later, I received a bill again. When I called to inquire as to why I still had a bill, I was told that my balance was reflected as paid within their internal system, and that I shouldn't receive any more bills moving forward.. I did not receive any more bills, but one month following I did receive a notice from collections. I got my employer involved to help encourage Pivot to take care of their error, and the revenue specialist was not entirely helpful, stating that yes my ledger was at a zero balance, but that I would have to follow up with the debt collector on my own as for clearing up anything that may have been reported to credit agencies in error. Proceed with caution, unorganized billing and accounting department."

"For the most part, it is a decent clinic. However, it is too small of an office for all the clients that they usually have stuffed in the back. Inconsistencies with the PT and lack of care for individual’s time. It’s an absolute hot mess in this clinic in the afternoon, as there’s usually a bunch of kids running around. It’s pretty loud and just chaotic with the limited space. I had a good experience working with one of the male assistants. However, for the amount of money one pays for physical therapy. This location of Pivot is a joke and honestly needs to do better when scheduling patients. The director overbooks himself and has a pretentious personality and lack of care after he signs you up for a few sessions. I went in today to waste my time; the pt was supposed to be working with me, however, due to his working with two kiddos and their parent. He assigned what appeared to be a high schooler(as I learned they take high school interns)To work with me. She was not even prepared for my session, as she kept having to check back in with him as to what to do next. A place that is supposed to be professionally run lacks standards. All in all, there are so many other physical therapy locations. I cautioned everyone to look elsewhere, especially if you’re expecting to get anything out of physical therapy."

"I've had nothing but positive experiences here getting treated for various injuries. The staff, particularly Kevin (the therapist I work with), is very knowledgeable and finds the best exercise plan to help me heal without causing more pain and discomfort. He always keeps my lifestyle in mind and finds ways to help me heal without interfering too much in my life. He shows me how to continue being active despite my injuries and schedules me before I have to go to work. When I come in for my first session, I am weak and in pain but by the last session I am feeling better than I ever have. Everyone here is super nice and encouraging. In conclusion, I highly recommend Pivot PT for anyone needing physical therapy."

"I couldn't be happier with the attention of details and experience . Front desk staff was incredible, specially Flores who did an incredible job with all the paperwork, scheduling and follow ups to fit my needs. As far as the chiropractor; Joshua went above and beyond by explaining different methods and technics to fix, adjust, relief and distress my body's condition. During my visit Joshua was friendly, precise and professional making me feel at ease. With only one visit I already feel incredible.. PIVOT Thank you so much for having amazing STAFF and for making my day to day a whole lot better. I already scheduled my follow up visits thanks to FLORES."

"Not thrilled about how long it’s taking to get an appointment (they blame insurance but other places don’t seem to be having that issue so I’m not sure). A little surprised by how short the appointments are (this is both a plus and a minus). Wasn’t happy about the evaluation and some of the methods used for PT. Also, I recommend therapists learn the story-telling side of customer service: I felt more like a number than a person. I wish I could say that I had all these great experiences that everyone else here had but that was simply not the case. I have other places I’d recommend over this one but that’s not what I’m here to do."