Complaints

This profile includes complaints for Cleveland Clinic Foundation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Cleveland Clinic Foundation

  9500 Euclid Ave Cleveland, OH 44195-0001

  
• 

  Cleveland Clinic Foundation

  16215 Madison Ave Lakewood, OH 44107-5618

  
• 

  Cleveland Clinic Foundation

  551 E Washington St Chagrin Falls, OH 44022-4403

  
• 

  Cleveland Clinic Foundation

  325 Center St Chardon, OH 44024-1184

  
• 

  Cleveland Clinic Foundation

  8254 Mayfield Rd Ste 4 Chesterland, OH 44026-2562

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business separated out charges for same office visit on May 26, 2025, which insurance advised should have all been one claim - they just did this to make more money from the insurance company and me. It’s is fraudulent and inconsistent billing practices. Last fall, they included services in same claim and now separating them out to make more money. Additionally, last fall, they charged my insurance and me for an unnecessary procedure for my son’s visit on Oct. 28, 2024, and also changed two charges for the same office visit,
  I spent 2 hours on hold and talking to the supervisor in billing today to no avail. They offered me a payment plan which I did not need, and did not address my concerns at all about their billing practices!

  

  Business Response

  Date: 06/24/2025

  Date: 6/24/2025
  
  ****** ******** ******
  **** ****** **** *** **
  ********** **** **********
  ***** ***** *******
  
  ********* ******* ********
  
  **** ***** ********
  
  This
  correspondence is in response to the complaint filed by ***** ***** with your
  office on June 10, 2025. The matter has been referred to the Financial
  Ombudsman Department for formal review and adjudication, and a response will be
  issued accordingly.
  
  Thank you for
  bringing this matter to our attention. Cleveland Clinic takes customer concerns
  very seriously and strives to provide the highest level of service and support.
  We appreciate the opportunity to address the issues raised in the complaint
  submitted, we will reach out to the complainant directly to address their
  concerns.
  
  Please
  let me know if there is anything further needed from this office.
  
  
  Respectfully,
  *********** **
  Revenue
  Cycle Specialty & Market Support Services
  
  **** **** ****** **** ******* ****** **** ************ ** ** ** ******************************* *** *********** ** *** ********* ********** *******

• Initial Complaint

  Date:06/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been in touch with Indian River Cleveland clinic Memorial Hospital for over a month now waiting for an itemized bill that I need for my ****** ** ***** insurance policy.
  They keep putting me off and telling me that they sent it out which is a lie I can't keep calling him I'm getting nowhere can you please help me

  

  Business Response

  Date: 06/16/2025

  Good Afternoon,

  I have spoken with Mrs. ******* *******  I have sent her the Itemized bills that she was requesting.  Sent this via USPS Mail.

  Thank you,

  ****

• Initial Complaint

  Date:06/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a letter from Cleveland Clinic (************* *or a balance of $995.53 that they have now sent to a collection agency. I was advised by ********* my 911 Insurance manager for 911 related issues, that Cleveland Clinic accepted the ******** agreement and was not to bill any additional payments to me. This is a Government Program and it is illegal to bill patients.
  This is an ongoing dispute between ******** and Cleveland Clinic but has now accelerated to harrassing phone calls from a collection agency ********** **** ******* ***** ************* today at 8:40am.
  A letter was sent to my address however I cannot locate the letter from the collection agency. Either I destroyed it or my cleaning person threw it away by mistake.
  I have a great credit rating and have never not paid my bills and this is really disturbing to have to deal with this due to my medical condition.
  This is an ongoing issue with ******** and Cleveland Clinic with both parties advising me to disreguard any bills I receive and it is now in the hands of a collection agency.
  I would really appreciate anything you can assist in doing to settle this one and for all.
  Thank you
  ****** ******

  

  Business Response

  Date: 06/19/2025

  Date:6/19/2025
  
  ****** ******** ******
  **** ****** **** *** **
  ********** **** **********
  ***** ***** *******
  
  Complaint
  Number: ********
  
  Dear Ms.
  ********
  
  This
  correspondence is in response to the complaint filed by Gerard Schell with your
  office June 4, 2025. The matter has been referred to the Financial Ombudsman
  Department for formal review and adjudication, and a response will be issued
  accordingly.
  
  Thank you for
  bringing this matter to our attention. Cleveland Clinic takes customer concerns
  very seriously and strives to provide the highest level of service and support.
  We appreciate the opportunity to address the issues raised in the complaint
  submitted, we will reach out to the complainant directly to address their
  concerns.
  
  
  Please
  let me know if there is anything further needed from this office.
  
  
  Respectfully,
  *********** **
  ******* ***** ********* * ****** ******* ********
  
  Need help paying your medical
  bills? Call ************ or go to ******************************* for
  information on our financial assistance policy.

• Initial Complaint

  Date:05/31/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  05-30-25 fairview hospital er lobby floor .
  As xray of hip back , patients clothes where changed for er issued robe . Finishing xray patient wheeled in chair to out side lobby and notified that sitting was to pain full , with no available beds .patient laid down on floor for comfort due to pain .several individuals came back to patient and started complaining that the floor is dirty and one can not lay on floor .patient struggled to stand and squeezed through half dozen nurses and proceeded to leave the facility .
  
  And the rest of the story is ? Malpractice !

  

  Business Response

  Date: 06/04/2025

  The patient shall be contacted in order to acquire further details and therefore allowing us to fully investigate the matter, escalate the concerns, and file the necessary grievances. The patient shall be provided an outcome and a grievance letter upon conclusion.

• Initial Complaint

  Date:03/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited *** *****'s office on Feb 2024 for bloodwork, no phone call was made for the results, but we got charged by ********* ******* ** *** ****** ********** ** ******  I was not notified that *** ***** was not in the office until I arrived for my approintment, so I was to see another doctor at the same address and suite. I was asked to return on 3/9?/24, still no results were given. My wife had me sent two checks, each with the dates of service on them at $90 each. We have sent MULTITUDES of paperwork and spent COUNTLESS hours on the phone. They all agree with what we are saying but no one has corrected the records. Now we received a bill for $50 for service date 11/25/24 and we paid that while we were standing in the office. Cleveland Clinic is stealing money from people, our credit report has been hit multiple times by them and they still won't correct it. Something needs to be done about them. *** ***** on 11/24/24 said he was going into a hot meeting about Cleveland Clinic and their billing practices cause he was upset with them too.

  

  Business Response

  Date: 04/01/2025

  ,
  
  This letter is in response to the billing complaint filed by ******* *** to the Ohio Better Business Bureau on March 24, 2025. This complaint was received in the
  Financial Ombudsman office for review and to respond back.
  
  I would first
  like to offer my sincere apology for any frustration this may have caused *** ***. I have undertaken a full review of the concerns mentioned and I am
  satisfied that all issues raised have been researched and addressed
  appropriately.
  
  As part of our
  review, we contacted *** ***’s insurance, ******, and spoke with a
  representative named **** P. call reference#I*********** During our discussion.
  **** determined that the claim denial was invalid. Our facility, as a
  provider-based organization, submits two separate claim forms for services
  rendered. While the **** hospital claim was paid in full, the corresponding
  professional **** **** ****** was denied despite reflecting the same service
  and provider.
  
  Additionally,
  per our contract with ******, if our facility is in-network, then all providers
  within our facility are automatically considered in-network as well. If this
  were a true credentialing issue, both claims would have been denied.
  
  To resolve
  this matter, **** submitted an escalated manual review under case number,
  ************* *** ***’s insurance provider has advised that the reprocessing of
  the claim will take approximately 7-10 business days.
  
  If *** *** has
  any further concerns, we recommend reaching out directly to ******e, as the
  claim has been correctly billed on our end.
  
  I apologize for any
  inconvenience this may have caused and thank you for bringing these concerns to
  our attention. If we can be of any further
  assistance, don't hesitate to contact me directly at *************
  
  

• Initial Complaint

  Date:03/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My primary physician referred me to a specialist for my seasonal allergy issues. On 5/10/24 I was examined by *** ***** at Cleveland Clinic, ***** ******* Rheumatology & Immunology. He ordered blood work which I completed the same day at ******* *** ****** *** ******** ****** **** *****. From the doctors after visit notes, he requested 7 types of testing to be completed. I received invoice claim#************* for the 7 test, plus the blood draw fee, for $206.75. This amount was after my **** ***** **** ****** of Illinois insurance deduction. Approximately 5 months after my 5/10/24 appointment I receive invoice for blood testing on claim# *********** for $801.91. This amount was also after my insurance deduction. A review found additional testing of my blood was for issues not related to my 5/10/24 visit for seasonal allergies. There was more testing completed than the 7 items noted on my after-visit notes from the 5/10/24 appointment. Testing was done for cat and dog dander, cock roaches, and mouse urine as an example. Testing for anything other than seasonal allergies, like pollen in the air, was never discussed with me. These other factors that I was tested for have never been a part of my living environment. I have never even owned a dog or cat. Someone at Cleveland Clinic or ******* has made an error with the extent of blood testing required based on my 5/10/24 visit. Invoice ********** for $801.91 is in error and needs voided because I am only responsible for testing related to seasonal allergies as discussed at my 5/10/24 doctor's visit. My request to have the charges removed has been denied.

  

  Business Response

  Date: 03/11/2025

  ***** ** ****
  
  ****** ******** ******
  **** ****** **** *** **
  ********** **** **********
  ***** ****** *****
  
  *** ********* *** ********
  
  Dear
  ****** ******
  
  This letter is in response to the billing complaint filed by, T**** ******* to the Ohio Better Business Bureau on 3/4/2025. This complaint was received in the
  Financial Ombudsman office for review and to respond back.
  *** ******* I have undertaken a full review of the concerns mentioned and I am
  satisfied that all issues raised have been researched and addressed
  appropriately.
  Upon reviewing his medical
  records, it appears that D** *****'s order for the extensive testing was based
  on *** ******’s medical history. While we understand that *** ****** has never
  owned a cat or dog, the tests were conducted as part of a comprehensive allergy
  panel. This is a standard practice in identifying potential allergens that
  could be contributing to a patient’s symptoms.
  We understand
  that *** ****** was not expecting these additional tests, and we apologize for
  any confusion or distress this may have caused. However, Cleveland Clinic's top
  priority is patient care, which includes a comprehensive approach to diagnosis
  and treatment by our providers, ensuring that all potential health issues are
  addressed. Thank you for bringing these
  concerns to our attention. If we can be of any
  further assistance, don't hesitate to contact me directly at *************
  
  Respectfully, 
  **** ******
  Financial
  Ombudsman, Patient Financial Experience  
  Revenue Cycle
  Specialty
  
  *** ******* ***** 

  Customer Answer

  Date: 03/15/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  My primary physician referred me to *** ***** because of seasonal
  allergies. The over-the-counter medications that my primary physician recommended
  were not resolving my allergy symptoms. The examination with *** ***** was very
  thorough, but he never mentioned to me ANY potential diagnosis or concern regarding
  ANY other type of medical diagnosis. The National Institutes of Health (NIH)
  guidelines for seasonal allergies recommend allergen-specific immunoglobulin E(IgE)
  testing. There are two types of tests: Total IgE test and Specific IgE test. Ruth
  Hendon in her response to the BBB stated, “it appears that *** *****’s order for
  the extensive testing was based on *** *******s medical history.”  Is **** ******* advising that the blood test
  that I received and are being billed for “were conducted as part of a
  comprehensive allergy panel” used for a seasonal allergy diagnosis? The testing
  I received far exceeded the seasonal allergy testing as recommended by the NIH.
  Is **** ****** advising that every patient with seasonal allergy concerns receives
  the same extensive blood testing that I did and was billed in invoices **********0 and *************, and that “this is a standard practice in
  identifying potential allergens that could be contributing to the patients’ symptoms.”

  
  If the blood testing I received was for concerns other than
  seasonal allergies, I should have been advised. I would have determined the
  extent of my insurance coverage and my out-of-pocket cost for these tests. The
  lack of communication and clarity regarding treatments and their cost is
  horribly non-transparent. Getting a cost estimate at the time of service is
  impossible as I have tried. The charges of $801.91 for invoice *********** need
  removed or significantly reduced.  
  
  
  
  Regards,
  
  
  
  ***** ******
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 03/26/2025

  ***** *** ****
  
  ****** ******** ******
  **** ****** **** *** **
  ********** **** **********
  
  ***** ****** ******
  
  RE:
  Complaint ID: ********
  
  Dear
  Sandra E*****
  This letter is
  in response to the rebuttal filed by ***** ****** to the Ohio Better Business
  Bureau. This complaint was
  received in the Financial Ombudsman office for review and to respond back.
  The allergy panel was part of a
  standardized panel used in allergy evaluations. Allergens are present in
  various environments, and as such, this panel is routinely ordered to ensure a
  thorough assessment.
  According to ****** the charges
  in question were processed in accordance with *** *******s plan benefits under his
  deductible. While insurance coverage and patient responsibility amounts are
  determined by individual plans, it is ultimately each patient’s responsibility
  to inquire about coverage specifics and potential out-of-pocket costs. Our
  providers focus primarily on the medical appropriateness of the care being
  delivered. If *** *******s concerns are related to the quality of care provided,
  please reach out to our Medical Ombudsman team at *************
  Thank you for
  bringing these concerns to our attention. Please note, this is our final review
  on the above concern as there are no financial errors. If there are any further
  questions related to *** *******s benefits or how these claims were processed, please
  direct them back to *******
  Respectfully,
  **** ****** 
  Financial
  Ombudsman, Patient Financial Experience  
  Revenue Cycle
  Specialty
  
  CC: ******* ***** 

  Customer Answer

  Date: 03/29/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  **** ******* writes “while insurance coverage and patient responsibility
  amounts are determined by individual plans, it is ultimately each patient’s
  responsibility to inquire about coverage specifics and potential out-of-pocket
  cost. Our providers focus primarily on medical appropriateness of the care
  delivered.” The extent of the blood testing completed
  as a result of my 5/10/24 visit for seasonal allergies was never communicated
  to me as being medically necessary. It is not possible to question the cost of a
  service when no details regarding my condition or the treatment plan were ever
  discussed with me at my 5/10/24 visit.
  
  I would ask **** *******: are you
  advising the testing completed on invoices ************* and disputed invoice *********** , *** ***** ***** *** ****** *** ***** ** ****** *** ***** ** ****** *** ***** ** ****** *** ***** ** ****** *** ***** ** ****** *** ***** ** ****** *** ***** ** **** *****: That there are no duplication of charges for
  the blood test like the duplicate charge for the draw fee *** *****? Are you
  advising that ALL of these tests are specific to seasonal allergies, and are within
  the recommended testing guidelines of Total IgE and Specific IgE allergen testing,
  and not for a potentially different diagnosis? **** ******* has provided no
  specific itemized statement with CPT coding for each test that supports her statement
  that “our final review on the above concern as there are no financial errors.”  
  
  Once, at the direction of a
  Cleveland Clinic specialist, I was advised to get a 2nd PSA test for
  verification. Being concerned my insurance would not cover the test, I inquired
  about the cost since I may have to pay out-of-pocket.  Not one person at the doctors office or
  ******* could advise the cost so that I could take the test and pay the bill. I
  have asked that insurance coverage be verified before testing or procedures,
  but this still does not happen. My PCP sent me for a Lactulose Breath Test that
  was uncovered and cost me over $1000 out-of-pocket.
  
  “it is ultimately each patient’s
  responsibility to inquire about coverage specifics and potential out-of-pocket
  cost.” As Ruth stated. Well, the leadership at the Cleveland Clinic is not listening
  to their patients in regard to the lack of billing transparency. I have asked
  these questions but never get answers, only bills. The eye doctor, my dentist,
  the chiropractor, and any other service that I pay for, can tell me the cost before
  the service is provided. The Cleveland Clinic must be able
  to do the same if they want to say there is transparency in the billing their
  services. I would not get the service if I could not afford to pay for it which
  may be their concern. 
  
  
  
  
  Regards,
  
  
  
  ***** ******
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:02/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our son was born in October which is when our visits began. All has been great in office.
  
  We have a health sharing account. We send them the itemized bill, we get payment, we pay Cleveland clinic. Pretty simple. But it only works if the billing department can follow through with sending the itemized bills.
  
  The problems began in November when I first spoke with a billing rep to request an itemized bill, to which they say you will receive it in 3-5 business days. Sure enough no itemized bill. Same thing happens in December, this time the office is asking for payment and I’m frustrated cause I’ve called twice trying to get the itemized bills. So come January I speak to someone and she sends me two of the four visits. I email back asking about the other two. No response. I also reach out through the online chat and am told 24-48 and it will be in my email… again nothing. (This includes scanning my spam and junk).
  Come February same thing, I’m told 3-5 business days and nothing. So I call again a week later and they say 3-5 business days…. And sure enough nothing….. i had to call today and guess what they finally send the remaining dates.
  
  To add to the frustration I call to make an er fu appt for my son, I have to talk to financial assistance, guess what they send you to Ohio and guess what Ohio cant figure out how to send you to Florida. One line is disconnected the other sends you to leave a review of the call… and at the end of it they can’t do anything about the bills you have been requesting. And you end up getting redirected to 6-7 different people.
  
  Lastly you try and speak to people on the chat about office charges doubling in two months and somehow your chat gets disconnected twice. Don’t I have a right to know how in the world a simple office charge doubles?
  
  My experience with Cleveland clinic has been awful. The only thing that’s gone well is our experience with the doctor and nurses.
  
  I just want yall to know this is an awful
  way to run a business

  

  Business Response

  Date: 03/13/2025

  
  This
  letter is in response to the billing complaint filed by ****** *******, to the
  Better Business Bureau on 2/27/2025. This was sent to the Financial Ombudsman
  department to review and respond back.
  I
  would like to first offer my sincere apologies for any frustration this may
  have caused *** *******. Upon thoroughly reviewing *** ******** son’s account, the
  previously requested itemized statement was not delivered by email due to an
  email address was not listed on the account. Also, *** ******* was not listed
  as the guarantor, and the guarantor was the patient’s father.
  Cleveland
  Clinic requires the patient’s account to have an email address connected to
  MyChart in order to send itemized statements by email. I have reached out to
  *** ******* by phone and obtained permission to list her as the guarantor and
  update the demographic information on her son’s account. I also advised *** *******
  that I am proceeding with validating the amount billed for her son’s recent
  office visit and will follow up with results.
  Thank
  you for allowing me the opportunity to address *** ******** concerns. If I may
  be of any further assistance, please feel free to contact me directly at ***** *********
  
  

• Initial Complaint

  Date:02/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Surprise medical bills submitted under a preventative policy. Cleveland clinic mandates that you complete questionnaires online in order to check in for your visit but NO WHERE do they tell you that these questionnaires that they mandate you complete to check in for your preventative exam will be billed and you will be responsible for the remainder. We were billed $16.10 x 4 for the 4 of us in my family for a "Behavioral Health Treatment/service" but we were never made aware that by completing a "mandatory questionnaire" that we would be billed for a "behavioral health treatment"- When we did not ask for or want/need a behavioral health treatment- we simply were there for our preventative annual exam and made that clear. This is unethical to charge patients for health care procedures that they did not ask for or that they were not made aware of would result in a claim/charge. Cleveland clinic is unethical in billing/charging patients to complete a "mandatory questionnaire". Cleveland Clinic failed to notify patients that by completing any questionnaire results in a "billable visit" and is medical fraud.

  

  Business Response

  Date: 02/21/2025

  *********
  ****** ******** ******
  **** ****** **** *** **
  ********** **** **********
  ***** ****** *******
  *** ********* *** ********
  **** *******
  This
  letter is in response to the billing complaint filed by ****** *****, to the
  Better Business Bureau on 2/5/2025. This was sent to the Financial Ombudsman
  department to review and respond back.
  I
  would like to first offer my sincere apologies for any frustration this may
  have caused *** *****. The main issue raised in *** *****’s complaint was
  regarding the preventative charge and how it should have been covered at 100%.
  I
  have reached out to *** *****’s insurance provider and requested that they
  reprocess the behavioral assessment charges for 9/24/2024 using the preventative
  diagnosis codes that appear on the claim. Insurance has advised to allow up to
  30 days for the claim to reprocess and a new explanation of benefits to be sent
  out. I am currently working with *** *****’s insurance regarding similar
  charges for Basen family members in the household.
  Thank
  you for allowing me the opportunity to address *** *****’s concerns. If I may
  be of any further assistance, please feel free to contact me directly at ***** ********.
  
  Respectfully,
  Christopher
  P****
  Financial Ombudsman
  Patient Financial Experience
  Revenue Cycle Specialty, CCHS
  Cc: ****** *****

• Initial Complaint

  Date:12/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My itemized statement from Cleveland clinic shows that their physical therapist ***** ******** billed for services she did not complete with me during my therapy appointments. I called Cleveland clinic customer services and they would not allow me to file a grievance complaint because of this I am left for an out of pocket expense that was not shown prior to services. By law they are to show the patient an estimate for services. The clinic did not provide this for me. I will file a complaint with the Ohio medical board against the therapist as well for bilking the insurance. I would like Cleveland to allow me to file a former complaint against this therapist and billing department. They denied financial assistance as well. I feel that Cleveland has a personal vendetta against me since I have called them out multiple times for errors in both billing and in care since I am a medical professional myself. Once this is settled I would like Cleveland clinic to close my account as I will not use their facilities again.

  

  Business Response

  Date: 12/13/2024

  
  
  This letter is in response to the billing complaint filed by ******* ******* to the Ohio Better Business Bureau on 12/9/2024. This complaint was received in the
  Financial Ombudsman office for review and to respond back.
  
  I would first
  like to offer my sincere apology for any frustration this may have caused *** ******** I have undertaken a full review of the concerns mentioned and I am
  satisfied that all issues raised have been researched and addressed
  appropriately.
  After a thorough review of the services
  provided and their corresponding billing codes, we have determined that the
  charges align with the medical records and accurately reflect the *** ******* received.
  Per the
  medical records, the following services were performed:
  October 14,
  2024:
  Therapeutic Exercise:
   Developed an initial home exercise program via *********, focusing on overall strength enhancement through ******, bridge and adduction, and diaphragmatic breathing.
  Clarified the existing home exercise program (HEP) to include diaphragmatic breath, using the "happy baby" pose as a reference.
  Introduced V-sit exercise.
  Skilled Intervention: - Educated the patient on the correct techniques and the purpose of each exercise.
  Therapeutic Activity:
  Introduced PNE down training.
  Skilled Intervention:
  Facilitated correct execution of the home program using verbal, visual, and tactile cues.
  
  October 29,
  2024:
  Therapeutic Exercise:
  Explored pudendal exercises.
  Conducted Alcock’s canal, Sacro tuberous, and sacrospinous ligament release in supine and side-lying positions, with and without hip flexion.
  Explored self-mobilization in a standing position.
  Therapeutic Activity:
  Introduced Ischial tuberosity gapping for self-care.
  Explored application to sitting.
  Skilled Intervention: Progressed activities based on professional judgment.
  
  These services
  were billed as follows:
  October 14,
  2024:
  Moderate Complexity Evaluation: 1 Unit
  Duration of Therapeutic Exercise: 18 Minutes
  Duration of Therapeutic Activity: 6 Minutes
  Total Skilled Treatment Time (Including Timed and Untimed Codes): 55 Minutes
  Overall Session Duration: 55 Minutes
  
  October 29,
  2024:
  Duration of Therapeutic Exercise for Billing: 19 Minutes
  Duration of Manual Therapy: 17 Minutes
  Duration of Therapeutic Activity for Billing: 9 Minutes
  Total Skilled Treatment Time for Billing (Including Timed and Untimed Codes): 45 Minutes
  Overall Session Duration for Billing: 48 Minutes
  
  Our review
  confirms that the coding adheres to billing guidelines, ensuring that the
  services were accurately represented for billing purposes.
  
  Please keep in
  mind that if the patient’s insurance is out of network or they do not have any
  insurance, per the No Surprise Billing Act, they are entitled to receive an
  estimate of the charges prior to the services being performed. However, if the
  patient’s insurance is in network, it remains the patient's responsibility to
  be familiar with their insurance benefits and coverage before undergoing any
  medical services.
  
  I apologize for any
  inconvenience this may have caused and thank you for bringing these concerns to
  our attention. If we can be of any further
  assistance, don't hesitate to contact me directly at *************
  
  

• Initial Complaint

  Date:12/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I saw a APRN that was covered by my insurance plan. I had procedure done by an MD, paid my required co-pay before the procedure. Months later I received another bill for the MD who is not contracted by the insurance plan. I was not informed before the procedure or during check-in that the MD is not accepting my insurance as I would have declined to have the procedure performed by this MD. They send my bill to collections and I need it rectified. I was never given the choice to have a doctor that is contracted by my insurance perform the procedure. Cleveland Clinic accepts my insurance.

  

  Business Response

  Date: 12/06/2024

  
  This
  letter is in response to the billing complaint filed by ******** ****** to the
  Better Business Bureau on 12/2/2024
  The
  root cause of her complaint is *** ****** had a procedure at the Cleveland
  Clinic on 12/28/23. She is stating she was not informed prior to the procedure performed
  that the provider is not in network with her insurance plan, causing her to
  receive a bill for $906.
  A
  thorough investigation has been completed on the concerns mentioned in her
  complaint. The charge for $906 has been removed from patient responsibility at
  this time while our payer denial management team reviews.
  I
  apologize for any inconvenience this has caused *** ****** and I thank you for
  allowing us the opportunity to address her concerns. If I can be of any further
  assistance, please feel free to contact me directly at ************.