Complaints
This profile includes complaints for Cleveland Clinic Foundation's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 252 total complaints in the last 3 years.
- 84 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/15/2024
Type: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.
On April 15, 2024, I visited the Cleveland clinic on Euclid Avenue. I drove 3 1/2 hours to see a physician assistant. He worked for a doctor/surgeon. He ordered an MRI of my shoulder and signed it. When I gave the order to the hospital in Michigan that would provide the MRI, they said it had to be signed by the doctor and not the PA. I called and asked for a new order signed by the doctor. I was told it would be to my home within a couple of weeks. it did not arrive. I called again and was told I would receive the new order. It did not arrive. I kept getting billed, but I will not pay the bill for half of a job. I called the billing office and explained to them that until I received the new MRI order so that I may continue with care, I would not pay any bill. This was months ago. I have now decided to go elsewhere for care. The Cleveland clinic did not do the whole job, they did half a job. I do not pay for half jobs. I would like them to stop billing me.
Business Response
Date: 08/19/2024
Thank you for the opportunity to respond to this patient’s concern. Cleveland Clinic is committed to providing safe, quality care, treatment and services to all patients. We have reached out to this patient directly to address their concern.
We are very sorry for this patient’s apparent dissatisfaction. We have documented a formal grievance at this patient’s request, please direct them to contact our office at ************ for further discussion.
Please let me know if there is anything further needed from this office.
*******
Initial Complaint
Date:08/12/2024
Type:Status:ResolvedMore 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.
Since 3/5/2024 my family has had an issue with Cleveland clinic and its billing process. I have been calling since April to rectify the situation. I have had my insurer, medical mutual, send over paperwork to rectify the situation. My insurance company has spent hours on the phone with me combing over each claim to find the issue. This is is how Cleveland clinic is now “group billing” for all PCPs. The have neglected to update medical mutual with the updated credentialing (with the proper tax ID information)for group facility billing they now bill under.
Medical mutual has sent over at least three written requests for updated information on credentialing, all of which has gone without a response from them. I had a three way conference call with my insurer and a Cleveland clinic representative today that ended with that representative telling me to file an appeal. An appeal for what, exactly? For them to do their job correctly?
They are currently billing under the group facility:
MERCY PROFESSIONAL CARE LLC with the TAXID ********* Medical mutual doesn’t have this facility or tax id number for any provider in their networks. MEANING; they either didn’t update it, it got lost, or a mixture of the two. (I’m being gracious here).
For Dr Karin R**** and Joshua F*** they have the following facility information:
**** ******* ****** with a tax ID *********
Account numbers: *********** dos 3/28/24, 6/28/24, 8/12/24
E140456***** dos 3/5/24, 6/6/24
************ dos 3/5/24
************ dos 3/28/24, 6/28/24 all are being billed with the incorrect facility ID.
Since medical mutual does not have whatever tax ID credential they are billing under it’s coming up as an out of network facility. We, me and medical mutual, need the group llc tax id updated information sent to medical mutual for this to be billed to me appropriately. They have sent me bill after bill and are now threatening collections (claiming I owe 2,479$).
******* *******.Business Response
Date: 08/19/2024
08/19/2024
Better Business
Bureau
2800 Euclid Ave,
4th Fl
Cleveland, Ohio
44115-2408
Attn: ****** *******
Complaint ID: ********
Dear *** ********
This letter is in
response to the billing complaint filed by *** ******* to the Ohio Better
Business on 08/12/2024 regarding the Tax ID billed on services completed for
her and her family at Cleveland Clinic Mercy.
A
thorough investigation has been completed based on *** *******’s concern
regarding the incorrect Tax ID and National Provider ID that were billed for
multiple services for *** ******* and her children: ***** **** *** ****. Upon review, the issue was found on the claims
for the providers: Joshua F*** APRN and Karin R**** MD. The dates of service
that are affected are no longer showing as patient responsibility, as this may
take some time to be corrected. The claims are currently in the process of
being updated. Once updated, the corrected claims will be sent to Medical
Mutual for processing based on the patients’ benefits. When the new explanation
of benefits are received from Medical Mutual, we will then bill the patients’
accordingly, if a balance is due.
Thank you for allowing
us the opportunity to address *** *******’s concerns. I will continue to
monitor the patients’ accounts until the issue is resolved. If I can be of any further
assistance, please feel free to contact me directly at *************
Respectfully,
Emily P*****
Financial
Ombudsman
Revenue Cycle
Management, CCHS
*** ******* *******Customer Answer
Date: 08/20/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
Krystle G******Initial Complaint
Date:08/06/2024
Type:Status:ResolvedMore 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 husband was admitted to the Cleveland Clinic on 6/19/2024 and died at the Clinic on 7/4/2024. I tried multiple times in the past month to login to my husband's MyChart account to get his balance due but the Clinic immediately locked his account when he died. Instead of sending an invoice to my husband's address, the Clinic automatically turned his account over to an aggressive debt collector (DCM Services) less than 3 weeks after my husband died. We have a good history with the Clinic of paying our medical bills on time, so in my opinion, it is despicable that the Clinic turned my husband's account over to this aggressive debt collector without making any effort at all to send an invoice to our house. On top of just getting my husband buried and dealing with my grief, I am now forced to deal with this nasty debt collector. This is unacceptable.Business Response
Date: 08/14/2024
Need help paying your medical bills? Call ************ or go to
******************************* for information on our financial assistance policy.
August 14, 2024
Better Business Bureau
2800 Euclid Ave, 4th FL
Cleveland, Ohio 44115-2408
Attn: ****** *******
RE: Complaint ID# ********
Dear ******,
This letter is in response to the billing complaint filed by **** ******, to the Better Business Bureau on 08/06/24. I would like to first offer my sincere apologies for any frustration this may have caused **********.
The root cause of her complaint is when *** ****** passed away, his account was placed with our deceased account vendor DCM. When DCM contacted her, she felt they were aggressive in trying to collect payment on the patient’s account.
On behalf of the Cleveland Clinic, I want to extend my sincere condolences for Mrs. ******** loss. A thorough investigation has been completed on the concerns mentioned in her complaint. I have removed *** ******’s account from DCM, they should no longer be contacting **** ******* Moving forward, paper bills will be sent to the ******** address on file.
I thank you for allowing us the opportunity to address Mrs. ******** concerns. If I can be of any further assistance, please feel free to contact me directly at ************.
Respectfully,
****** *******,
Financial Ombudsman
Revenue Cycle Management, CCHS
Cc: **** ******Customer Answer
Date: 08/15/2024
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.
I still do not know the amount due because I have not received an itemized bill from the Cleveland Clinic. I first contacted the billing department on August 6th and was told they would send an itemized bill. After I filed a complaint with the BBB, ****** ******* contacted me and she indicated she would ensure that an itemized bill would be mailed to me. It has been 9 days since my first contact with the Cleveland Clinic billing department and I still have not received an itemized bill. I sure don't want to be referred back to a debt collector through no fault of my own.
Regards,
**** ******
Customer Answer
Date: 08/23/2024
On August 21st, I did finally receive an itemized bill. However, when I compare this bill with the EOB statements received from ****** insurance, it appears that there are possibly additional charges that are not included in the itemized bill I received. Is it the intent of the Cleveland Clinic to send another itemized bill with these additional charges? If so, when should I expect to receive it? I would also appreciate notification when ****** account balance is $0.Business Response
Date: 08/30/2024
August
30, 2024
Better Business Bureau
2800 Euclid Ave, 4th FL
Cleveland, Ohio 44115-2408
Attn: ****** *******
RE: Complaint ID# ********
Dear
******,
This
letter is in response to the rebuttal filed with your office by **** ******.
The
itemized statement that **** ****** received, was for charges that are finished
processing with insurance.
Without
knowing the specific dates of service being requested, I would not be able to
provide itemized statements.
It
was also requested by **** ****** to receive notification that her husband has
a zero balance. Unfortunately, a statement will only generate if a patient owes
a balance to the Cleveland Clinic. If **** ****** would like to make the
payment over the phone with me, I would be happy to provide her a reference
number and verify that her husband has a zero balance.
I
thank you for allowing us the opportunity to address Mrs. ******** concerns. If
I can be of any further assistance, please feel free to contact me directly at
************.
Respectfully,
****** ********
Financial Ombudsman
Revenue Cycle Management, CCHS
Cc: **** ******Customer Answer
Date: 09/03/2024
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.
Rachel indicated she needs the dates of service; as mentioned in my original complaint, the dates of service are 6/19/2024 - 7/4/2024. After I received the first itemized bill dated August 13, 2024 with a due date of September 3, 2024, I made an electronic payment on August 26th of $1941.96. When will I receive another itemized bill?
Regards,
**** ******
Business Response
Date: 09/11/2024
September
11, 2024
Better Business Bureau
2800 Euclid Ave, 4th FL
Cleveland, Ohio 44115-2408
Attn: ****** *******
RE: Complaint ID# ********
Dear
*******
This
letter is in response to the rebuttal filed with your office by **** ******.
As
requested, the itemized statement for dates of service 6/19/2024-7/4/2024, has
been sent to the ******** address on file. The itemized statement will include
Mrs. ******** payment of $1,941.96 made on 8/26/24.
I
thank you for allowing us the opportunity to address Mrs. ******** concerns. If
I can be of any further assistance, please feel free to contact me directly at
************.
Respectfully,
****** ********
Financial Ombudsman
Revenue Cycle Management, CCHS
Cc: **** ******Customer Answer
Date: 09/20/2024
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
**** ******
Customer Answer
Date: 09/20/2024
RECEIVED VIA EMAIL BY BBB STAFF MEMBER:
*******
I finally did receive the itemized bill from the Cleveland Clinic on September 18th and authorized an electronic payment to be issued to the Clinic on Monday, September 23rd for the amount the latest statement indicates is outstanding. However, when I compared this latest itemized bill to the EOB statements I received from ****** insurance company, it appears there may still be further charges not reflected on this latest itemized bill. I'd like to receive notification from the Cleveland Clinic that either all charges have been paid; or further charges are pending, the amount, and when the next itemized bill will be presented.
Until I receive notification from the Cleveland Clinic that all charges have been paid in full, I won't authorize the closing of this complaint. The reason for this is because I don't want this account to be turned back over to a debt collector as part of the Clinic's poor practice of doing so for deceased patients. I very much appreciate the Cleveland BBB's efforts on my behalf to get this issue resolved.
Regards,
**** ******Initial Complaint
Date:08/05/2024
Type: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 visit was with the gastroenterology department on June 21st 2024. I did the pre-check-in online prior to my appointment. At the time of pre-check it was clearly posted on Cleveland Clinic's MyChart that the co-payment was to be $35 as described on my health insurance plan with *****.
Sometime later I received a hospital bill for $226.30. I did not visit the hospital but the clinic professional service offices in Building A, or the 2950 building.
At time of my appointment I paid the expected $35 as required under my insurance plan. I was not notified of any additional fees or charges either at the pre-check in or at the time of service. There were no disclosures other than a surprise charge several weeks later which in my mind should be illegal due to the lack of disclosure and transparency.
I have never ever been billed” facilities charge” for an office visit. I was under the impression that “facilities charges” were for hospital related services. No procedures were done other than the routine weigh-in and blood pressure checks, no hospital visit.
My wife and I have been patients at Cleveland Clinic for the past 8-9 years. We have had office visits with orthopedics, endocrinology, neurology, dermatology, and gastroenterology and never have had “facilities charge” assessed.
I have been very upset since because this would mean that I will need to find another medical provider for my my family and myself that is not abusive, dishonest, and unethical with their patients as Cleveland Clinic has turned out to be. Both my wife and I have our PCP at Cleveland Clinic and it is distressing that now I have to shop for another PCP and other specialists since this facility charge puts Cleveland Clinic out of consideration for future medical care.
I seek resolution to this issue by having my account adjusted for the undisclosed facility charge.Business Response
Date: 08/08/2024
August
8, 2024
Better Business Bureau
2800 Euclid Ave, 4th FL
Cleveland, Ohio 44115-2408
***** ****** *******
RE: Complaint ID# ********
Dear
******,
This
letter is in response to the billing complaint filed by **** ****, to the
Better Business Bureau on 08/05/24. I would like to first offer my sincere
apologies for any frustration this may have caused *** ****.
The
root cause of his complaint was that *** **** states the Cleveland Clinic is
charging him a facility fee for his recent visit with APRN Christina F*****. He
also believes he should only owe his copay, as he did not have a procedure
done.
A
thorough investigation has been completed on *** ****’s financial concerns
mentioned in his complaint. I reviewed the account in conjunction with the
medical records associated with the services rendered from June 21, 2024, below
are my findings:
Facility
charges:
Cleveland
Clinic's hospital outpatient areas and throughout our Family Health Centers,
are classified as hospital outpatient facilities. This classification started
on March 1, 2009, for Main Campus and Family Health Centers. Provider-Based
Billing status is determined by the Centers for Medicare and Medicaid Services
and means that the clinic functions as an extension of its respective hospital.
Provider-Based Billing insures more appropriate reimbursement for physicians
and facilities allowing us to maintain excellent care. Our patient bills
include two separate charges - one for the healthcare provider fee and one for
a facility or technical fee to partially defray the costs of providing
non-physician staff, equipment, supplies, etc. Our goal is to be transparent
with our patients and what their costs may be when they receive their care from
us.
· June 21, 2024, Hospital services
(Reference # ***********):
The Cleveland Clinic submitted the claim to ***** for the facility charge in
the amount of $293.00. ***** sent the Cleveland Clinic the explanation of
benefits on July 8, 2024. Per explanation of benefits, ***** paid $0.00 and
applied a contractual adjustment of $66.70, leaving $226.30 as patient
responsibility as a deductible.
· June 21, 2024, Professional services
(Reference # ***********):
The Cleveland Clinic submitted the claim to ***** for the visit with APRN
Christina Freese, in the amount of $336.00. ***** sent the Cleveland Clinic the
explanation of benefits on July 1, 2024. Per explanation of benefits, ***** paid
$60.94 and applied a contractual adjustment of $240.06. Patient paid $35,
leaving $0.00 as patient responsibility.
Thank
you for allowing us the opportunity to address *** ****’s concerns. Please keep
in mind that it is the patient’s responsibility to understand their insurance
coverage and benefits. If I can be of any further assistance, please feel free
to contact me directly at 216-445-9020.
Respectfully,
Rachel
K******,
Financial Ombudsman
Revenue Cycle Management, CCHS
Cc: **** ****Customer Answer
Date: 08/10/2024
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.
The charges being disputed are arbitrary since these charges have not been applied until June 21st, 2024, in spite of Cleveland claiming that this has been the procedure since 2009. This response is unacceptable.
Regards,
**** ****
Initial Complaint
Date:08/02/2024
Type: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 went to Dr. for one issue for sleep apnea concern and have been referred out to 11 different dr. visits. It has been over 4 months. I have been offered no help for my original concern. I have been prescribed an Apap machine but the equipment place states they don't have the order. I have spent hours on the phone trying to get the order over to equipment provider. I spent hours on the phone with the health insurance company and the Cleveland clinic getting approval for the sleep study. The whole process has been phone call after phone call, for countless hours. I have spent well over 40 man hours just trying to get treatment for what I initially went to the dr. for.Business Response
Date: 08/05/2024
Good morning and thank you for bringing these concerns to our attention.
We will contact patient directly to discuss their concerns.
Initial Complaint
Date:08/01/2024
Type:Status:ResolvedMore 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 have been deceptively charged by Cleveland Clinic (CC) for the service I did not ask about or needed. All my attempts to resolve it through my insurance company or through CC billing department have failed.
Description of the problem:
I had yearly physical checkup on April 18 2024. My insurance covers a physical checkup as a preventive procedure 100%. I did not have any additional complaints or requests during the visit.
This year, during the visit I was asked a slew of questions about my emotional and mental wellbeing. Again, I did not ask about or needed mental assessment. I thought this is just part of the physical.
To my surprise and frustration, I've received the bill with the code for mental assessment and had to pay $141.37 for service I did not ask or needed (please see attached bill). Multiple attempts by my insurance company and myself produced no results. The CC billing department representative brushed me off with an explanation that “mental assessment was mandatory as dictated by Affordable Care Act” (???!!).Business Response
Date: 08/08/2024
August 7, 2024
Better Business Bureau
2800 Euclid Ave, 4th Fl
Cleveland, Ohio 44115-2408
Attn: ****** *******
RE: Complaint ID: ********
Dear ****** *******,
This letter is in response to the billing complaint filed by, Y*** ****** to the Ohio Better Business Bureau. 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 mandated by the Affordable Care Act, behavioral testing is considered part of the standard of care and must be included during office visits when appropriate. Please note that these services may result in a copay, deductible, or coinsurance, depending on the patient’s specific insurance policy. The charges in question have been correctly billed in alignment with the services provided.
Unfortunately, I cannot change the billing or coding from the office visit because the charges are supported in the provider documentation. The balance is patient responsibility.
Again, 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 ************.
Respectfully,
Ruth H******
Financial Ombudsman
Revenue Cycle Management
CC: ***********Customer Answer
Date: 08/14/2024
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.
The response from the Cleveland Clinic ombudsman Ruth H***** provides canned response instead of trying to resolve my issues. She could not even spell my name properly.She stated "behavioral testing is considered part of the standard of care and must be included during office visits when appropriate". The key word is when appropriate. I came for physical checker up, and without being informed that mental assessment will be done and I will be responsible for payments. If I new that I would decline it.
I think it is outrageous practice by Cleveland Clinic and sleazy response from their financial services.
Regards,
**** ******
Business Response
Date: 08/23/2024
August
22, 2024
Better
Business Bureau
2800
Euclid Ave, 4th Fl
Cleveland,
Ohio 44115-2408
Attn: ****** *******
RE:
Complaint ID: ********
Dear ****** ********
This letter is in response to the billing complaint filed by, **** ****** to the Ohio Better Business Bureau. This complaint was received in the Financial Ombudsman office for
review and 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, we have confirmed that the charges are billed correctly, and
no further action will be taken on *** *******s account. Please understand that
the behavioral assessment charges are part of our standard care practices and
are necessary for providing care. As such, they are not optional and must be
included in the services rendered.
Additionally, this will be the
last time we address *** *******s concerns regarding the behavioral assessment.
We have provided all necessary explanations, and no further adjustments or
discussions will be given on this matter.
I also want to extend my sincere
apologies for the misspelling of *** ******’s name in our previous
correspondence. We strive for accuracy in all communications, and I regret any
inconvenience this may have caused.
Thank you for bringing
these concerns to our attention.
Respectfully,
Ruth H*****
Financial
Ombudsman
Revenue Cycle
Management
CC: ******* ****Customer Answer
Date: 08/23/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* Their response is long and well written, and ,unfortunately, it affirms their stance for deceptive and unfair practices.I would like this case to be closed though, as I do not see a prospect of resolving it and do not want to spend more time on this. I will take my health care to a different hospital instead.
Thank you for your help,
**** ******Initial Complaint
Date:07/25/2024
Type: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.
THE COMPLAINT DEPARTMENT [ OMBUDSMAN ] OFFICE . WILL NOT CALL ME TO PUT IN A COMPLAINT . FOR A MONTH NOW .Business Response
Date: 08/12/2024
Thank you for the opportunity to respond to this patient’s concern. Cleveland Clinic is committed to providing safe, quality care, treatment and services to all patients. I have reached out to this patient directly to address their concern.
Please let me know if there is anything further needed from this office.*********
Initial Complaint
Date:07/24/2024
Type: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.
Feb 27, 2024 I went to Cleveland Clinic and saw two specialist. I have insurance through my employer and I have medicare. SOmehow medicare got taken out of their system. I have called multiple times and was told I needed to schedule with customer service or something and then they could bill my secondary for services which none of this has been done. I did schedule and talk with someone but still no billing. THey are still saying I owe $132.80 which is not accurate as they did not bill secondary insurance.
Several phone calls later and still no resolution.Business Response
Date: 07/31/2024
July 31, 2024
Better Business Bureau
2800 Euclid Ave, 4th FL
Cleveland, Ohio 44115-2408
Attn: ****** *******
Re:
Complaint ID# ********
Dear ******,
This letter
is in response to the billing complaint filed by Deborah Hayworth, to the
Better Business Bureau on 7/24/24. I would first like to offer my sincere
apology for any frustration this may have caused *** *******h.
The root
cause of the complaint is that Medicare was not being billed for the 2/27/24
date of service. We have submitted the claims to Medicare as of 7/29/24. Please
allow 7-10 business days from the date of submission for Medicare to receive
the claim.
Thank you
for allowing us the opportunity to address *** ********** concerns. If we can
be of any further assistance, please feel free to contact me directly at
*************
Respectfully,
Brendan K*******
Brendan K******
Financial Ombudsman
Revenue Cycle Management, CCHS
Cc: ******* ********Initial Complaint
Date:07/22/2024
Type:Status:ResolvedMore 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 Cleveland Clinic on 11/22/23 for an MRI and paid a $300 copay. A claim was submitted to my insurance and because I had hit my out of pocket max, my insurance covered the cost at 100%. I also paid $88.61 as a copay for an ultrasound on 12/1/23. Again, my insurance covered the cost at 100%. Rather than refund me the $388.61 that I overpaid, Cleveland Clinic applied these funds to a prior claim from 6/23/23 for another MRI, which my insurance had rejected. This claim was rejected because Cleveland Clinic did not seek preauthroization for the MRI as they should have. I had spoken to my insurance and Cleveland Clinic several times regarding this claim. My insurance was awaiting further information from Cleveland Clinic, and my understanding was Cleveland Clinic was not being responsive. I was told I had no responsibility to pay for this service. I have had many MRIs with Cleveland Clinic in the past and all have been covered without issue except for this one. I had no reason to think there would be an issue and was reassured multiple times that this would be resolved with my insurance. Instead of doing so, my 11/22 and 12/1 payments were inappropriately applied to a service from 5+ months prior without any notice to me. I have reached out to the billing department many times to get this resolved and have been told I will not be receiving a refund for the $388.61 I overpaid. I do not think it is appropriate that Cleveland Clinic applies payments however they see fit, especially when it is for an open claim that they should be working with my insurance on and had previously reassured me would be taken care of. This is a significant amount of money to me and I have been patiently waiting for my refund for about 8 months now, only to now be told I will not be refunded. Attached are copies of my insurance claims as well as receipts for the $388.61 I paid.Business Response
Date: 07/25/2024
07/25/2024
Better Business
Bureau
2800 Euclid Ave,
4th Fl
Cleveland, Ohio
44115-2408
Attn: ****** *****
Complaint ID: ********
Dear Ms. *****,
This letter is in
response to the billing complaint filed by ******** ***** to the Ohio Better
Business on 07/22/2024 regarding the Brain MRI completed at Cleveland Clinic
and misallocation of previous patient payments.
A
thorough investigation has been completed based on Ms. ******s concern
regarding the denial from ***** for her MRI completed on 06/23/2023. This was
sent to our denial department and is currently being appealed with *****, and
while this is being completed the balance is pending at insurance level and is
not patient responsibility. The appeal was sent on 06/20/2024 and ***** has 60
days to review. The appeal was checked and as of 07/17/2024 more time was
needed. This concern will continue to be monitored.
Additionally,
the patient’s payments made on 11/22/2023 of $300.00 and 12/01/2023 of $88.61
are being refunded to the patient. This has been escalated and the refund has
been requested as of 07/25/2024. Please allow up to 4 weeks to receive the
refund.
Thank you for allowing
us the opportunity to address *** ***** concerns. If I can be of any further assistance,
please feel free to contact me directly at ************.
Respectfully,
Emily P*****
Financial
Ombudsman
Revenue Cycle
Management, CCHS
*** ****** ********Customer Answer
Date: 07/26/2024
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.
I just received a message from the billing department in my patient portal - I have pasted the content of that message below. This response does not match the response that they provided the BBB regarding resolution of this matter. Cleveland Clinic has put my account on hold pending the appeal with my insurance company. However, they are not refunding the $388.61 that I have disputed and are going to continue to hold those funds until they work through this issue with my insurance. I disagree with this as the $388.61 payments were completely unrelated to the insurance claims that are pending insurance. Also, those insurance claims have been in process for over a year and Cleveland Clinic has been unresponsive to me and my insurance as they work to resolve this. I have not been able to get a response in that time, and my funds have been held for about 7 months now. I would like the $388.61 refunded to me rather than continuing to wait months and months for a resolution. Once they have worked with my insurance, they should then reach out to me about the matter rather than holding my funds."Thank you for your recent inquiry to MyChart Billing Customer Service.
As per responce recevied from they BBB we have notices that A thorough investigation has been completed based on *** *****'s concern regarding the denial from ***** for her MRI completed on 06/23/2023. This was sent to our denial department and is currently being appealed with *****, and while this is being completed the balance is pending at insurance level and is not patient responsibility. The appeal was sent on 06/20/2024 and ***** has 60 days to review. The appeal was checked and as of 07/17/2024 more time was needed. This concern will continue to be monitored.
Once a refund is deemed necessary, your credit card may be refunded, or a refund check may be mailed to you via USPS mail. We thank you for your patience."
Regards,
******** *****
Business Response
Date: 07/29/2024
July 29, 2024
Better Business
Bureau
2800 Euclid Ave,
4th Fl
Cleveland, Ohio
44115-2408
Attn: ****** *******
Complaint ID: ********
Dear *** *******,
This letter is in
response to the rebuttal filed by *** ***** to the Ohio Better Business on July
26, 2024. Please be advised that the refund concern has been reviewed by the
Cleveland Clinic.
An
additional review has been completed and it is confirmed that the overpayment in
question was requested to be refunded to *** *****. Typically, refunds are
processed after all services have been processed by the patient’s insurance;
however, since this was escalated, and the overpayments are not related to the
service that is in the appeal process, the refund was approved in the amount of
$388.61 and is being mailed to the patient.
We
apologize for the misinformation the patient was given by the Customer Service
representative while this concern was being reviewed by the Financial Ombudsman
unit.
Thank you for
bringing these concerns to our attention. Please note, this is our final review
on the above concern, any further questions related to *** *****’s refund can
be directed to me at ************.
Respectfully,
Emily P*****
Financial
Ombudsman
Revenue Cycle
Management, CCHS
*** ****** ********Customer Answer
Date: 08/06/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
******** *****Initial Complaint
Date:07/17/2024
Type:Status:ResolvedMore 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.
We were referred to Cleveland clinic Weston to see a general surgeon after seeing my primary care physician also at a Cleveland clinic location. As a specialist visit, we discussed scheduling of the consultation and subsequent appointments. I understood the specialty visit would entail a $40 co-pay. My complaints against Cleveland clinics deceptive practices of not disclosing their facility fees if we had given proper disclosure we Would have reconsidered where we got our consultation for the potential surgery. We are requesting that Cleveland clinic make right by their nondisclosure and failure to educate us on new fees.Business Response
Date: 07/19/2024
07/19/2024
Better
Business Bureau
2800 Euclid
Ave, 4th Fl
Cleveland,
Ohio 44115-2408
Attn: ****** *****
Complaint ID:
********
Dear *** ******
This letter
is in response to the billing complaint filed by *** ********* to the Ohio
Better Business on 07/17/2024 regarding his outpatient visit completed at
Cleveland Clinic.
An
investigation has been completed regarding the facility charge for the date of
service 06/03/2024. Cleveland Clinic has the responsibility to bill each service
appropriately and accurately based on the services provided and documentation.
Cleveland Clinic has made the decision to designate all our outpatient areas on
main campus and throughout our Family Health Centers - except Wooster - as
hospital outpatient departments. Your patient bills will include two separate
charges: One for the healthcare provider fee which covers your doctor’s services,
treatment or procedures and one for a facility fee which covers the use of the
room and any medical or technical services, supplies or equipment.
A thorough
review was performed by the coding department; it was determined an incorrect
code was used. The charge has been voided on *** *********** account. The
balance is now zero for reference number #***********.
Thank you for
allowing us the opportunity to address concerns. If I can be of any further assistance,
please feel free to contact me directly at 216-636-8029.
Respectfully,
***** ******
Financial
Ombudsman
Revenue Cycle
Management, CCHS
Cc: ********** *****Customer Answer
Date: 07/19/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***** *********
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