LifeWorks of Southwest General

This is a gym and a place for therapy and massage services. The gym is 2 stories and is large. Multiple machines, a pool, a track, even a spa/hot tub area. Plus, they offer workout classes. Then locker room is very large as well with multiple lockers for your belongings.Then there is the physical therapy area. They offer a variety of services as well as massages. I have used the gym and the medical part of it.I enjoy both parts. The gym membership is expensive, but you have access to all of it. The physical therapy side has great employees/therapists. They are professional, knowledgeable, and very nice.

While the staff and therapists at Lifeworks are amazing and the facility is clean, this review has to be negative. When it I was referred to physical therapy, I was told I could choose an office that was most convenient for me. I chose Lifeworks since I could easily get on the highway to go to work. However, if you are receiving physical therapy in this office, Southwest General will insist that the services are done at a hospital, outpatient services. PT is not done at a hospital, this is a gym that happens to have a therapy unit run by Southwest. I called Southwest last November when my insurance's EOB came out as a hospital service. I was told them my coverage was 30 each visit I am not sure why it is being coded as a hospital service. The representative said "that is weird I do not show a balance, let me talk to my supervisor", I was hung up on and never heard from them. So I waited for my bills to come in. Southwest finally billed me in June (Statement Date 5/27/25) which was 6 months and a week after Southwest sent the claim to Anthem 11/21/2024. Over the last three months, I called multiple times to the billing department with no explanation or answer after each coding review.I just got done with my insurance about the appeal process. And what a STRANGE coincidence, the appeal process deadline was 6 months after the original claim.Lifeworks also confirmed that even though it is a stand alone building, in a gym, with administrative offices, the physical therapy is coded as outpatient hospital service.Southwest billing practices are deceptive and implore anyone who needs physical therapy to ask their insurance about their coverage prior. Because appealing will not be an option.