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:04/29/2024
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 daughter ******* went to Beachwood Cleveland Clinic for her FIRST preventative gynecology exam on 3.12.2024.
When I scheduled the appointment, I told them that it was her first preventative exam.
While at the visit, my daughter mentioned to the doctor, Hanna Lisbona that she was interested in getting the birth control shot. The doctor gave her the prescription and my daughter left. 2 weeks later, I see Cleveland Clinic submitted a claim to my insurance company. It was coded correctly as a preventative visit with no charge to us. They also submitted another claim under Hanna Lisbona name coded as an "office visit" of which we owe $196.17. WRONG.. I called the CCF billing office and told them of error. They told me they can't fix it, the doctor has to fix it. I said, then have the doctor fix it and they tell me they can't do that! Then I get Aetna, my insurance company involved and we are on a 3 way call for an hour with CCF and nothing gets resolved. I put in a dispute for the claim through Aetna and nothing is resolved because CCF won't have the doctor recode it and resubmit the claim. I've put in 2 calls to CCF ombudsman and never receive a call back. Just received the $196.17 bill from CCF today in mail. This bill will not be paid. I can promise them that. This was a preventative visit that by law should not be the patients financial responsibility. This is the 2nd time in 2 years I have dealt with this exact situation with CCF billing for preventive visits. I'm done wasting my time calling, writing and begging for what's right and legal for months trying to get a bill corrected. If this doesn't get resolved ASAP this time..I'm getting my lawyer involved.
Business Response
Date: 05/09/2024
*** ** ****
****** ******** ******
**** ****** **** *** **
********** **** **********
***** ****** *****
*** ********* *** ********
Dear ****** *****,
This letter is in response to the billing complaint filed by ***** ******* on behalf of her daughter ******* ******* to the Ohio Better Business
Bureau on May 2, 2024. This
complaint was received in the Financial Ombudsman office for review and 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. As per coding guidelines, when a
patient comes in for a physical, these types of visits are typically focused on
preventive care. During such visits, our primary goal is to assess *** ********* overall health status, provide preventive care services, and discuss
any lifestyle modifications or screenings that may be necessary for her
well-being.
However, if during the visit the
patient presented with other medical concerns that were actively symptomatic or
ongoing, it is essential for our providers to document and address these
issues. According to Center for Medicare and Medicaid Services guidelines,
documenting and addressing such concerns may necessitate coding for an
additional office visit beyond the routine preventive care, which may result in
additional charges.
Regarding the billing for the office
visit, we can assure *** ******* is being charged appropriately based on the
services rendered. The ongoing medical concern that rendered an office visit
charge was: Excessive and frequent menstruation with a regular cycle.
Please be advised that as a
provider-based billing provider, our facility operates under specific billing
guidelines that include separate charges for professional services provided by
the physician and facility charges covering the use of the room, medical
supplies, equipment, and support staff. This applies to all patients,
regardless of insurance type, and is in accordance with regulatory
requirements.
Unfortunately,
after a thorough review, we have confirmed that the charges on *** *******’s
bill are accurate and have been billed correctly according to the services
rendered. As such, no further
adjustments will be made to *** *******’s account.
Additionally, I would like to
address *** *******’s statement regarding the calls made to me. While I
understand *** *******’s frustration with the communication process, please
note that my phone is a voicemail system. This is designed to ensure the
security and privacy of all communications. I do not receive notifications
unless a message is left. To date, my records reflect that only one voicemail
was recently received.
Despite my
efforts to assist and clarify any discrepancies in a previous telephone
conversation with ***** *******, it was evident that she was dissatisfied with
the explanation provided and disconnected the call. For this reason, a letter
to *** ******* was being prepared explaining the same as above.
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,
**** ******
********* *********
******* ***** **********
*** ******** *******Initial Complaint
Date:04/23/2024
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.
**** ****** completed an accommodation form for my job back in March during an office visit. She gave me a copy and she put the original form in my file. The HR department at my job told me to have the doctor add “Do not send to the pick department “. On 3/28 I sent a my chart message to **** ****** to update my accommodation form for work. All I asked her to do was to update the date on the form and to add “Do not send to the pick department”. She responded to me in my chart that she completed the form and faxed it to my job. On April 22, my job removed me from the schedule because Tara did not refer to the form she put in my file, she did a whole new form and my job said they are unable to accommodate me. I went to ***** ******* ****** and I asked the people at the front desk if I could see her to ask her why she changed my whole form when all I asked her to do was to add “Do not send to the pick department” I asked to speak to a supervisor they said she doesn’t have a supervisor. Then they told me she was busy and I would need to make another appointment. The people at the front desk told me she added a my chart message saying that she wasn’t doing another form. I spent the whole afternoon arguing with this woman on my chart. She told me to make another appointment with her. Why would I make another appointment with someone that has an attitude problem, and who didn’t do what I asked them to do originally. I can’t even go to work because she did this. Cleveland Clinic charges for my chart messages. I do not want to be charged for arguing with their doctor when she wouldn’t speak to me in person and I don’t want to pay for the doctor filling out a medical form incorrectly. I need a corrected medical form so I can go back to work.Business Response
Date: 04/23/2024
Hello,
I was able to speak with this consumer this morning and identified this concern. I confirmed with her I will further investigate this issue and call her directly when I am able to obtain an outcome or resolution. I appreciate her patience as I work to resolve this issue.
Thank you,
*****
Ombudsman
Initial Complaint
Date:04/20/2024
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 started a telehealth visit for a pain in my stomach and I was sent, by the doctor to the ER because I was told there was nowhere else I could go for test for kidney stone. I never would have went to ER for this issue because I was fairly certain what the issue was anyway. I don't feel this is fair. Now I am being charged $300 for an ER visit. Someone should have told me I would be charged for an ER visit. It's not my fault CC isn't equipped with the right equipment for this really common issue. I am rethinking my decision to even use Cleveland Clinic any longer. I just recently had to pay $193 for a failed mole removal because it was billed as surgery. All that was done was freeze it. That failed and I still have the same mole. I am reluctant to go back and be charged for another "surgery" for the same issue. Please contact me if further information is needed.
Willard LoudermeltBusiness Response
Date: 04/29/2024
***** *** ****
****** ******** ******
**** ****** **** *** **
********** **** **********
***** ****** *****
*** ********* *** ********
**** ****** ******
This letter is in response to the billing complaint filed by ******* ********** to the Ohio Better Business Bureau on April 22, 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 *** *********** * have
undertaken a full review of the concerns mentioned and I am satisfied that all
issues raised have been researched and addressed appropriately.
Upon further review, we would
like to provide clarification regarding the circumstances surrounding *** ************ telehealth visit and subsequent referral to the emergency room. We
understand his frustration regarding the unexpected charge for the ER visit.
It’s important to note that our patient’s health and well-being are Cleveland
Clinic utmost priority, and in some cases, such as suspected kidney stones,
immediate evaluation and diagnosis in the ER may be the most efficient and
effective course of action. We apologize if this was not clearly communicated
to *** ********** beforehand.
Regarding the billing for the ER
visit and the mole removal procedure, we can assure that *** *********** is being charged appropriately
based on the services rendered, and at the moment there is an outstanding
balance of $275. Per United Healthcare, the technical charges were processed
with a copay of $300, on which the patient had already paid $25. As a
provider-based billing provider, our facility operates under specific billing
guidelines that include separate charges for professional services provided by the
physician and facility charges covering the use of the room, medical supplies,
equipment, and support staff. This applies to all patients, regardless of
insurance type, and is in accordance with regulatory requirements.
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,
**** ******
********* *********
******* ***** **********
*** *********** *******Initial Complaint
Date:04/18/2024
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 March 11th my daughter had her tonsils taken out. I was told the morning of the surgery that my portion would be 4,000.00. I was told she couldn’t have the surgery unless this was paid along with my $150 copay. My late husband passed away from cancer two and a half years ago. My daughter is in remission from cancer. I had never had to pay this much for any procedure. Defeated I put it in my credit card. I have been in contact with the ombudsman’s office and told it could be a month or more for my refund. I have now left them two messages and they are ignoring my calls. I am a widow and I have taxes to pay. I need that $4000 back asap. As is it is floating on my credit card and I’m incurring finance charges.Business Response
Date: 04/29/2024
***** *** ****
****** ******** ******
**** ****** **** *** **
********** **** **********
***** ****** *****
RE:
Complaint ID: ********
Dear ****** ******
This letter is in response to the billing complaint filed by, ****** ****** on behalf of her daughter ***** ****** to the Ohio Better Business
Bureau on April 19,2024. 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.
According to our records, a
refund transaction in the amount of $3,330.98 was processed back to the credit card
on April 23, 2024. Should *** ****** have any questions or require further
clarification regarding this refund, please do not hesitate to reach out to us.
In addition,
we would like to provide guidance concerning the payment requested upfront. As
per the details provided by *** ******** *nsurance
provider, Anthem BCBS FEP, it has come to our attention that *** *******s particular plan policy entails a
70/30 split responsibility and a copay requirement. It is essential to ensure
that our patients are fully informed of their financial responsibilities and
coverage entitlements under their insurance plan prior to the procedure.
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,
**** ******
********* *********
******* ***** **********
CC: ******* ******
******* *****Initial Complaint
Date:04/03/2024
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.
--On 22 Jan/2024, I began physiotherapy, at the Cleveland Clinic's ******* ******* ******, for concussion and whiplash caused by a motor vehicle. (MVA)
--This ****** is a branch of Cleveland Clinic, USA
--I was given paperwork stating that my auto insurance would reimburse the Cleveland Clinic through an **** payment system after I received my benefit for each visit from my extended health care insurance. See attached.
--Instead, the Cleveland Clinic required me to pay them up front 100% of the cost of each visit.
--The Cleveland Clinic, in violation of their own **** arrangement with my auto insurance, did not submit claims to the ****
--The Cleveland Clinic told me I have to submit claims to my auto insurance.
--My claims were denied by my auto insurance because of the **** arrangement they have with the Cleveland Clinic.
--Instead of refunding the money to me, ******** **** in accounting at the Cleveland Clinic told me to continue to come for physio and they would stop charging me.
--I paid Cleveland Clinic $110/visit for 11 physio treatments.
--I received $20/visit from my extended health care insurance.
--Cleveland Clinic, to date, has not submitted claims to the **** with my auto insurance, nor have they provided any refund to me.
--I was also told by ******* *********, patient experience officer at Cleveland Clinic ******, that I was overbilled by them, and should have been charged $10.20 less than the $110 I was charged/visit.
--******* emailed me last week that there would be a refund on my credit card early this week.
--There is no such refund in my account.
--I want the Cleveland Clinic to refund 100% of the money I paid them, and then charge me whatever the balance is after they have submitted the claims to my auto insurance via the ****.Business Response
Date: 04/15/2024
Dear ****** *****,
This letter is in response to
the billing complaint filed by, ***** **** to the Ohio Better Business Bureau
on 4/4/2024. This complaint was received in the Financial Ombudsman office for
review on behalf of the Cleveland Clinic.
After reviewing Mrs. ****’s
account thoroughly, we are pleased to confirm that Mrs. ****’s account was
refunded on March 28 2024.In addition, we have verified that we fol****d the
correct protocol in processing her auto accident claim.
The procedure for processing
accident claims is as follows:
1. At the time of service, patients
are required to pay for their appointments.
2. After your appointment, you
submit claims to your private insurance provider for coverage.
3. Once you receive an Explanation
of Benefits (EOB) from your private insurance, you provide this document to CC
******.
4. CC ****** will reimburse any
funds not covered by your private insurance provider.
5. Once you complete your proposed
treatment plan, CC ****** will submit claims to your auto insurance provider.
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 ******
Financial Ombudsman
Revenue Cycle ManagementCustomer Answer
Date: 04/15/2024
[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:04/03/2024
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.
First, let me begin by stating that this is not a ******* issue. While the attached bill is from *******, the issue is due to Cleveland Clinic submitting the wrong information to my insurance United Healthcare. So here is the issue. I went to Cleveland Clinic ***** ******* on 11/16/2023 for my yearly well woman exam. I was seen by Danielle Rice. After a couple weeks, I was called and informed that one of the swabs they did and sent to ******* was not completed and I needed to come back for the swab. I returned on 12/13/23 for the swab. They sent it to ******* and submitted the paperwork to my insurance ****** ****** ****. On 1/5/24, I received a $477.23 bill from *******. I called my insurance to ask why I was being billed for a wellwoman test. They stated that Cleveland Clinic did not submit this as part of a wellwoman exam but rather as a general lab test. UHC informed me that they simply needed to resubmit the claim. I reached out to Danielle Rice office on 1/31/24. They did absolutely nothing. I reached back out on February 8th, an got an answer from Danielle Rice that they were looking into it. Still nothing happened. I reached back out on March 7th. Still nothing. On March 15th (45 days after my initial contact), I get an email from **** ******* MA telling me that she spoke to UHC and this is part of of my deductible. Completely ignoring the fact that the test is coded wrong initially. Seeing as I was getting nowhere with her,I went to Cleveland Clinic for another appt with cardiology on 4/2. I attempted to speak with a nurse manager to discuss the issue. I was met by an admin who told me that the nurse managers were all in a meeting and I need to call billing in Ohio and ask for a supervisor, a supervisor in billing could speak to the doctors office about resubmitting the claim. Upon speaking to billing, I was told that is completely incorrect. Called ***** ******* back was to expect call from ****** or ******? Stil. NothingBusiness Response
Date: 04/18/2024
4/18/2024
****** ******** ******
**** ****** **** *** **
********** **** **********
***** ****** *****
RE:
Complaint ID: ********
Dear ****** *****,
This letter is
in response to the billing complaint filed by, ********* ******* to the Ohio
Better Business Bureau on April 4 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.
We have reviewed the charges on
**** *******’s recent visit and want to
provide some clarification on the billing. After a thorough review of **** *******’s case by our coding team, it was
determined the tests were ordered appropriately based on **** *******’s symptoms and request for a full STD
panel. These tests were ordered as routine which most insurance companies do
not cover as part of a wellness assessment. Therefore, the prices listed on the
billing statement correspond to the tests that were requested, and the patient
responsibility is correct.
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,
**** ******
********* *********
******* ***** **********
*** ******** *********Initial Complaint
Date:03/26/2024
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 was referred to Cleveland clinic to obtain an ***** that’s not provided by my local hospital. It was performed by *** ********* ******* on January 12, 2024. I was supposed to have the results for my follow up on March 14. During such follow up, the report had not been sent only a graph of a raw data, which my doctor cannot read. I have called six times. I spoke with Customer Service, the neurology secretaries, the ombudsman twice. They also said they would get back to me and yet 2 months later I have no idea what the results of my test were. I am severely disabled in a wheelchair, which is why I was getting this test done to see if there is a diagnosis so that I could get proper treatment. This is blatant discrimination, and against ADA. I just want my report. It shouldn’t have to come to this.Business Response
Date: 03/26/2024
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 will reach out to this patient directly to address
their concern.Customer Answer
Date: 03/31/2024
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 received a phone call from someone from the ombudsman department on Monday named Gina. I had previously spoken to someone named Juliana from that office the week before that never called me back. **** did not return my call after hearing my complaint and I have yet to receive a report. I hope they do the right thing and provide me the report with impressions since it’s my right and my insurance has paid for it. Both myself and my Dr have requested it from them multiple times to no avail.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
********** ***
Business Response
Date: 04/02/2024
Patient has been contacted and concerns has been addressed.Customer Answer
Date: 04/03/2024
[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:03/23/2024
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 October 20, 2024, I had knee surgery at Cleveland Clinic in Coral Springs Florida. Upon arrival we paid a copay exceeding $1000. Cleveland Clinic submitted the same surgery twice to my insurance company. My insurance company paid for the surgery I had, and I paid $150 copay for the surgery. Therefore, leaving a credit balance of $930 due to me. I have contacted Cleveland Clinic twice and was told it will be corrected in 4-6 weeks. It is so clear that they double charged for the same surgery. Looking at my insurance claim, they are wrong and continue to keep my $930 due me however Cleveland Clinic is attempting to double charge. I want my money refunded immediately with interest due to CLEVELAND CLINIC’S ERROR.
On March 19, 2024 @9:25 AM, I spoke to a man named Michael in Cleveland Clinic’s billing. I was told to wait 4-6 weeks for a resolution. I asked why it would take so long and was told that it takes that long to investigate. I explained that if someone from Cleveland Clinic looked at my account and insurance information, the person would immediately see I was double charged for the same surgery. I offered to send him my insurance company’s Explanation of benefits which clearly shows the double billing. Sadly, I was told to wait 4-6 weeks for them to investigate.
I contacted Cleveland Clinic 2 months ago and was told to wait 4-6 weeks. This is totally out of hand. I am being punished due to CLEVELAND CLINIC’S error when they double charged my insurance company. The resolution I seek is my money is refunded with a fair interest rate amount. I am disgusted calling and getting nowhere. I am retired and this is causing me much heartache and undue sickness. I need the money as I am entitled to it. I hope the BBB and help because I am very frustrated calling Cleveland Clinic and getting no resolution to a simple fix.
The explanation of Benefits from my insurance company shows that I was only to pay a total of $350 for my knee surgery. Again, it shows the double charge. The insurance company coded the extra surgery as charges exceeding the allowable charges for my one surgery.Business Response
Date: 03/27/2024
***** *** ****
****** ******** ******
**** ****** **** *** **
********** **** **********
***** ****** *****
*** ********* *** ********
Dear
******,
This
letter is in response to the billing complaint filed by ****** *******, to the Better
Business Bureau on 3/25/24. I would first like to offer my sincere apology for
any frustration this may have caused *** ********
The
root cause of his complaint is Mr. Hudgins did not receive a refund. A refund
check in the amount of $930.01 has been sent to *** ******* on 3/25/24.
Thank you for allowing us the opportunity to address Mr.
Hudgins’s concerns. If we can be of any further assistance, please feel free to
contact me directly at *************
Respectfully,
******* ********
Financial Ombudsman
Revenue Cycle Management, CCHS
*** ****** *******Initial Complaint
Date:03/18/2024
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.
3/16/2024 at 10:13 AM. I received an Email from CLEVELAND CLINIC BILLING DEPARTMENT. stating that I owe,$25.00 dollars. From medical services I received on 3/6/2023. From my cardiologist. I was on a payment plan for years with CLEVELAND CLINIC and never missed a payment. On 11/13/2023 I payed the total amount of my outstanding balance of 2,179.77 and received a ZERO balance account reading. For the period of 4 months and 2 days I had a ZERO BALANCE. With CLEVELAND CLINIC. NOW out of the blue, and without any type of explanation or Proof of this bill.This bill I'm being told I owe is one year and 9 day's old.And I'm just now being notified about this? I feel I already payed this bill on 11/132023 AND I KNOW how Cleveland clinic double bills people and have Deceptive Billing Practices. I don't owe this $25.00Business Response
Date: 03/20/2024
***** *** ****
****** ******** ******
**** ****** **** *** **
********** **** **********
***** ****** *******
********* ******* ********
**** ****** ********
This letter is
in response to a billing complaint from *** ******* filed in your office on March
18, 2024. This was sent to the Financial Ombudsman department to review and
respond back to you.
*** ******** *nsurance, ******* ********, originally processed this claim back on
8/17/23, however, all the charges were not on the original claim. The corrected
claim was sent to his insurance on 8/18/23 and the balance remained pending
with his insurance until they took back their original payment and reprocessed
the claim. During this time, this date of service, 3/6/23, did not appear on a
billing statement nor was it included in his balance that reflected on his
11/12/23 billing statement. ******* ******** did not reprocess this claim until
2/29/24, which is why he did not see it on a billing statement prior to his
3/12/24 billing statement. The final claim billed to his insurance on 8/18/23
was for $432.00, ******* ******** paid $19.82 on 2/29/24, the contractual
adjustment was $387.18, and per the explanation of benefits, it states he owes
$25.00 as his copay.
Unfortunately,
this balance will not be adjusted off as it is a valid balance that he owes. He
should have received an explanation of benefits from Devoted Medicare showing
that he owes $25.00 for this date of service.
Should
*** ****** have any further questions regarding this matter, he may contact me
at 216-442-1117.
Best Regards,
******* *******
********* *********
******* ***** *********** ****
*** ******* *****Customer Answer
Date: 03/20/2024
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: 03/20/2024
I still haven't been explained the reason for this late bill. I need to clearly understand why I'm paying this bill. No evidence has been presented to me to validate there statements. Cleveland Clinic has a bad reputation when it comes to billing. I have payed on a payment plan for years and never missed a payment. Also I payed, 2 179.77 not to mention a couple thousand dollars on the payment plan. I think I am entitled to a explanation. Thank You.Business Response
Date: 03/25/2024
***** *** ****
****** ******** ******
**** ****** **** *** **
********** **** **********
***** ****** *******
********* ******* ********
**** ****** ********
This letter is
in response to the rebuttal complaint from *** ******, filed in your office on March
21, 2024. This was sent to the Financial Ombudsman department to review and
respond back to you.
As stated in
our previous response, not all of *** ******’s charges were entered onto the
original claim sent to Devoted Medicare. When the claim was originally billed
to his insurance company for $307.00, it only reflected the ECG, however the
facility charge was not present on the claim. When this error was recognized, a
corrected claim was sent to his insurance to reflect the ECG and facility
charge, a total claim of $432.00. Devoted Medicare did a takeback and
reprocessed the claim to reflect him owing a $25.00 copay. This amount is
determined by his policy he has with Devoted Medicare, and he should have
received an explanation of benefits from them reflecting this. I explained in
detail in my original response that this charge has never appeared on a billing
statement, until 3/12/24 due to his insurance company reprocessing the claim so
it was not billed to him prior, nor did he pay for this charge because it was
never a part of his previous payment plan.
The Cleveland
Clinic has sent numerous responses to *** ****** regarding this same date of
service when he filed complaints through his MYCHART, and we have provided the
explanation to him just as I have above and on the original response. If he
does not agree with the amount his insurance is stating he owes for this
service, he can reach out to Devoted Medicare and discuss it with someone in
his benefits department so that they can also clarify his responsibility for
this charge.
I do show *** ****** paid this charge in full on 3/21/24 and we will be closing his case
within our office as we have already provided a response to his concerns.
Best Regards,
******* *******
********* *********
******* ***** *********** ****
*** ******* *****
**** **** ****** **** ******* ****** **** ************ ** ** ** ******************************* *** *********** ** *** ********* ********** *******Customer Answer
Date: 03/26/2024
RECEIVED VIA EMAIL BY BBB STAFF MEMBER:
Basically, they are admitting to an Error on there part. When someone, doesn't do there Job correctly. It effects other people. I have alot of medical issues, and I don't need this kind of turmoil in my life. Thank You. **** ****** ********
*** ******Initial Complaint
Date:03/13/2024
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.
Date of transaction 10/7/23
My husband passed 10/4/23. They told me while I was standing on a builder tile floor. I passed out and slammed my head on the floor. I decided to try ice/bedrest. 3 days after went to hospital for continued problems.
Cleveland Clinic has every contact option imaginable - other than snail mail, they have phone and email. They chose to ONLY use snail mail. Unfortunately, my husband's sister passed just 2 months after him. She lived out of state. I received NO phone calls, and NO emails. 2 months ago, I got a bill. I logged into the online account and it said I didn't owe anything. I thought it was odd, but sometimes insurance crosses in the mail. The following month, I got the same bill AGAIN. I logged in again, and again, it said I don't owe anything. I called them. They checked and agreed that my account has a zero balance. Ok, that's odd. However, their tone got squirrely and changed. Then they said they had put the bill "into collections". What ? I explained what happened, to apparently empty space, reminded them they CERTAINLY could have contacted me via email and/or phone but they chose not to. I offered to pay the bill in full - since the online account kept saying there was no balance, but they REFUSED. They told me I'd have to deal with "someone else" but wouldn't tell me who that was. I haven't heard from anyone. Again, I tried to pay Cleveland Clinic in full and they REFUSED. I guess they don't want to be paid.Business Response
Date: 03/21/2024
***** *** ****
****** ******** ******
**** ****** **** *** **
********** **** **********
***** ****** *******
*** ********* *** ********
**** *******
This letter is in response to the billing complaint filed by **** *****, to the Better Business Bureau on 3/13/2024. I would first like to offer
my sincere apology for any frustration this may have caused **** *****. On
behalf of Cleveland Clinic, I wanted to extend my sincere condolences for her
loss.
I called **** ***** at ************* the answering machine would
not allow me to leave a voicemail. If **** ***** would like to pay the balance
in full, she can call my direct number at ************ and I can assist her in
making the payment. Once the payment has been paid in full, I can reach out to
the collection agency advising them that **** ***** paid the balance and have
them close the account.
Thank you for allowing us the
opportunity to address **** *****s concerns. If we can be of any further
assistance, please feel free to contact me directly at ***********2.
Respectfully,
****** *******
********* *********
******* ***** *********** ****
*** **** *****
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