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:03/02/2024
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.
On November 8th/2023 I went to cleveland clinic to start the kidney transplant process. The whole thing was a waste of time and money. I am willing to point out what a scam this has been on my insurance company. They required all new testing, using only cleveland clinic facilities, they so far are the ONLY hospital I have been to that will only let you use their facilities tests. The first appointments they made it sound as if I will be reviewed shortly after all of the tests are completed which was NOT the case. I finished the tests in 3 weeks and once I started asking for updates I was told by the coordinator that they wouldn't be accepting me until I showed I could stay on dialysis for a full 4 hours for 6 months rather than signing off 30 minutes early to go to work as I'm a social worker, keep in mind they knew my dialysis times BEFORE sending me for all of the tests and charging my insurance knowing the answer was NO, I have been on dialysis for 14 years for all but 4 years I was there my full time until I started to work and go to university at the same time. The messages are a small snip of what it was back and fourth with lies about timing, lies about who said what and lies about who had been talked to. These doctors could not keep the stories straight because they would claim one doctor said one thing then I would call and that doctor would claim they never talked to the first one. This is just one huge scam. Any doctor will tell you that it's dangerous to stay on dialysis yet cleveland decided 6 months longer would be fine which puts me in the time frame of needing new appointments which they can charge my insurance for all over again. When we brought up how others in their program got kidneys before even being on dialysis their response was "every situation is different" yet could not explain how that's possible. Or why people that have not been on dialysis for even 6 months got on the list. When you have good insurance they bleed it as much as they can
Business Response
Date: 03/18/2024
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.
Please let me know if there is anything further needed from this office.Initial Complaint
Date:02/15/2024
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.
I was scheduled for surgery in January for March 18, 2024.
I was called by Dr. ****'s secretary yesterday afternoon. I returned her call within 5 minutes and texted her back. She called me about an hour later informing me that the March 18 surgery wasn't available anymore and that I was going to have to push out my surgery into April. But she had a surgery slot available on Monday, February 19 with Dr. **** and another surgeon. I did everything I needed to do with work and the pain management procedure (scheduled for today) within 30 minutes to only be called later in the afternoon telling me that the surgery slot was double booked with another patient from the other surgeon. ******, Dr. ****'s secretary, told me she was waiting to hear from Dr. **** if surgery was going to be rescheduled or if I would have Monday's slot.
I received a call from Anesthesia this morning about pushing out my appointment for clearance. I had not heard back from ******.
I wouldn't have canceled my pain management procedure this morning had this debacle not happened. And my employer is going to be extremely frustrated about having to reschedule everything yet again.
I understand that I'm just dealing with pain but to go months and to be jerked around with possible dates is no way to execute sound patient care and experience.
I've been struggling with how to end this email because I am so upset, frustrated, sick, and in pain. If I could go to another healthcare system I would. But I cannot. So now I'm supposed to wait until April. Or maybe March - because Anesthesia wasn't sure. He was told it was on the schedule for March 18 again. After being told yesterday that March 18 was not available any more.Business Response
Date: 02/19/2024
Patient has been contacted and the Ombudsman Office is following their process to file a formal grievance.Initial Complaint
Date:01/23/2024
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.
The Cleveland clinic is violating HIPPA laws by not releasing my medical records to me and my new medical providers at university hospital. For two weeks ive been calling in and given the run around instead of what needs to be done so my new doctor can see my old medical records. they have given me four different phone numbers and they dont go to anywhere ive even tried odsbudsman office they keep giving me the same number where either no one picks up the phone or they say i cant help you, ive also paid for two cd copies but haven't received those eitherBusiness Response
Date: 02/16/2024
This patient has been spoken too and this complaint has been filed. Patient was able to obtain his medical records. Please contact patient for further needed information.Customer Answer
Date: 02/16/2024
[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:01/11/2024
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 was referred to the Cleveland Clinic endocrinology department by my cardiologist to assure my hypertension was not related to my endocrine system. I subsequently scheduled the appointment and received confirmation with visit instructions. My wife and I then drove 5 hours to my appointment, parked, entered the main facility and eventually found our way to where we needed to be. The normal routine of check-in, insurance, etc. was performed and I was directed to another area of the building for my appointment. Eventually I was led to an examination room with a few more *****ions, blood pressure, temp, etc. This process took about an hour, then another ½ hour awaiting the Endocrinologist to arrive. All was well at this point, assuming 1 ½ hours is standard wait time for this type of visit.
This is where the experience changes a bit. The Endocrinologist did not know who I was or why I was at Cleveland Clinic. I asked if they had read the referral information and the answer was no since their office had not received any information. For the next 45 minutes I proceeded to provide history on my condition, my understanding of why I was at Cleveland Clinic and provided a copy of recent blood work. The Endocrinologist suggested we do additional blood work, asked if I wanted a COVID booster, suggested an Abdominal Aortic Aneurysm Screening and suggested scheduling another appointment with the Cleveland Clinic Spine Medical Center, since during part of the conversation I mentioned stenosis in my neck. I still get those appointment recommendations every time I log into the patient portal MyChart. Not sure why an Endocronologist would be upselling these services.
I left the appointment a bit puzzled as to why the Endocrinologist did not have any background referral information and I found it strange the appointment was confirmed without having that detail. I proceeded to the blood work area which was a great experience. In and out in a timely manner and the nurse drawing the blood was exceptional. However, I found it odd 6 or 7 tubes of blood were drawn. My wife and I left to drive another 5 hours back home. Quite a long day.
I never heard back from the Endocrinologist so I went to the patient portal MyChart and asked for the results which were subsequently posted. I noticed many of the blood tests done had already been performed by the referring doctor and my PCP, so puzzled as to why repeated. I asked the Endocrinologist to provide a medical opinion after reading through the referral information. Apparently, the Endocrinologist office does not have access to the Cleveland Clinic Referral System so they asked me to have my doctor send them the information. My doctor’s office resent the referral information, but stated they could only send to the Cleveland Clinic Referral Office per procedure. Well, this went back and forth for weeks. As far as I know, the Endocrinologist never did receive any information which I still think is very strange. Why accept a referral appointment without referral information and background. This should be mandatory before scheduling an appointment.
Now the bills start surfacing. If you don’t login to the patient portal MyChart, then you don’t even know a bill exists. Eventually, I received a **** paper bill for the Endocrinologist services which was paid upon receipt. I still have not received a **** paper bill for the blood work, but the charges are exorbitant especially since many of the tests had already been done. I then contacted the billing office, explained my experience, mentioned that many of the blood tests should not have been repeated and if done at my local ***** or *** **** would have been ½ the cost. I was hoping for some type of concession due to my experience and was sent over to the Cleveland Clinic Ombudsman office where I detailed my experience. I received a call back a week or so later telling me there is nothing they could do, but their reason was based on non-factual incorrect information that occured well after the appointment. I proceeded to offer insight into the correct prior to the appointment details, however, I was told the decision was final and they would not review further. Wow! The Ombudsman office did mention they would look at changing their process, but no commitment nor insight into what type of changes would be made. I don’t think anything will be changing since their decision was based on inaccurate information which suggests everything happened as designed.
I expected some level of compensation to cover the unnecessary repeated blood work. Even $200-300 would have been an acceptable resolution. Bottom line, if you have a referral don’t trust the Cleveland Clinic process works and demand referral background is received and reviewed prior to confirming an appointment. Also, if blood work is part of the process, review the suggested tests to assure no repeats and opt to have blood drawn at your local ***** or *** **** which will be ½ the cost.Business Response
Date: 01/16/2024
Dear Ms.
*****,
This letter
is in response to the billing complaint filed by Mr. ****** to the Ohio Better
Business Bureau on 01/11/2024, regarding his appointment and subsequent lab
work completed at Cleveland Clinic on 04/04/2023. Please be advised that this
matter has been reviewed.
A thorough
investigation has been completed based on the patient’s concern regarding the
balance for lab work completed after his endocrinologist visit. The balance of
$642.50 is correct and will not be changed as it is patient responsibility and
processed through his insurance, ******, towards his annual deductible. The lab
work was ordered by his physician during his appointment and was deemed to be
correct to be ordered based on the concerns discussed during his visit. Cleveland
Clinic has the responsibility to bill each service appropriately and accurately
based on the services provided and documentation.
Additionally,
if the patient still has concerns regarding the care he received prior to and
during his appointment with Dr. ******** ***, he will need to contact the
Medical Ombudsman office at ************.
Thank you for
allowing us the opportunity to address Mr. ******’ concerns. If I can be of any
further assistance, please feel free to contact me directly at ************.
Respectfully,
Emily ******
Financial
Ombudsman
Revenue Cycle
Management, CCHSCustomer Answer
Date: 01/16/2024
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've already escalated to the Ombudsman office as stated in my original complaint. As a next step, I will certainly reach out to Emily ****** from the Ombudsman's office to discuss further. However, the Ombudsman office stated they investigated the issue fully and that the Endocrinologist tried to obtain the referral information prior to the appointment. I stated that was incorrect, in that no effort was made prior to my appointment to obtain referral information and should be reviewed again based on this corrected information. The Ombudsman office stated the decision was final and would not be reviewed again, but will look at their processes. I felt they were not at all empathetic, that process change was likely not going to occur and stated I would be leveraging social media to document my experience which I'm doing. Although already discussed with the Ombudsman office, I did send a copy over to the Cleveland Clinic Patience Experience e-mail to assure it was documented with their office as well and they acknowledged receipt.
In summary, the business response suggests escalating to the Ombudsman office which had already been done. It appears my initial complaint was not read
thoroughly in developing a response.Regards,
****** ******
Business Response
Date: 01/18/2024
Dear Ms. *****,
This letter is in
response to the rebuttal filed by Mr. ****** to the Ohio Better Business on January
17, 2024. We appreciate efforts to resolve this matter. Please be advised that
the patient’s full concern has been reviewed.
An
additional review has been completed based on the patient’s concern regarding
the balance for lab work completed at the Cleveland Clinic. The balance has
been deemed correct and will not be changed or adjusted, as the services were
rendered and there are no financial errors. While the patient’s concern regarding
his appointment with his Endocrinologist had been reviewed by the Medical
Ombudsman prior, it is being sent back for an additional review.
Thank you for
bringing these concerns to our attention. Please note, this is our final review
on the above concern, any further *****ions related to their medical care,
should be directed to the Medical Ombudsman.
Respectfully,
Emily ******
Financial
Ombudsman
Revenue Cycle
Management, CCHS
Cc: ******,
******Initial Complaint
Date:12/19/2023
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 7/5/2023, I went to the location to receive Urgent Care services for a cut on my leg. This has nothing to do with the service, but I am being billed for a different deductible than I should be. I have contacted Cleveland Clinic and my insurance to try to remedy the situation. I am being charged $626 for services that should be $75. The reason this is being charged this way, is due to the way it was billed to my insurance. Which shows Cleveland Clinic ***** Hospital putting it as an outpatient hospital. When you search for Urgent Care facilities on the Cleveland Clinic website, it shows ***** Hospital as an Urgent Care facility.
When talking with them via chat or through my insurance, they refuse to fix the coding of the billing, we've had them review the coding for the bill, which they said is correct. In chatting with them I was told the staples needed to close my wound was an Urgent Care service. I've attached my bill, which has the account information and a copy of my 2023 insurance coverage.
If they properly billed my insurance, they would receive their amount due less my copay, but with how they billed it, it becomes an outpatient surgery, which is 20% after deductible.
I've already tried the Department of Health, which pointed me to you. I thank you for your time.Business Response
Date: 12/29/2023
Dear ******,
This letter is in response to the
billing complaint filed by ***** ******, to the Better Business Bureau on 12/20/2023.
I would first like to offer my sincere apology for any frustration this may
have caused Mr. ******.
After speaking to **** (reference
# **********), representative with ******, it was determined that the root
cause of his complaint is that his insurance company processed the claim as
outpatient and not as an Urgent Care visit. ****** is sending the claim back
for review, please allow 14 business days for ****** to complete their review. I
will continue to monitor this claim on my end to ensure it gets reprocessed.
Thank you for allowing us the
opportunity to address Mr. ******’s concerns. If we can be of any further
assistance, please feel free to contact me directly at ************.
Respectfully,
Brendan
*******
Financial Ombudsman
Revenue Cycle Management, CCHS
Cc: ***** ******Initial Complaint
Date:12/16/2023
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.
To Whom It May Concern,
I am writing to address serious concerns about the care management at Cleveland Clinic ******* ***** Family Health Center. Despite full coverage by **** ********, my requests to switch mental health providers have been unjustifiably denied, accompanied by inadequate communication.
Issues:
Denied Provider Change: Requested a new psychiatrist and therapist in October 2023 due to unsatisfactory care and my psychiatrist's maternity leave. These requests were declined without clear reasons.
Communication Breakdown: Significant delays in responses from the care team. Initial contact in October 2023 led to a vague response only in November 2023.
Medication Refill Issues: Without an interim psychiatrist, my medication refills were unjustly denied in November 2023.
Inefficient Process: The long wait for handling my request and lack of direct dialogue with responsible staff is concerning.
I have documented all interactions and responses, underscoring the lack of proper care management.
Demands:
Explanation: Require a detailed rationale for denying my request to switch providers.
Immediate Dialogue: Request a direct conversation with a relevant Cleveland Clinic authority.
Swift Resolution: Urgent review and action on assigning suitable mental health professionals.
The handling of my case shows a disregard for patient choice and well-being. I expect a prompt and constructive response.
****** *. ******Business Response
Date: 01/08/2024
Thank you for notification regarding this patient's concern. I have followed up with the patient directly. Please let me know if any additional information is needed.Initial Complaint
Date:12/11/2023
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 made a payment to the Cleveland Clinic 11/2023 of 121.00. This made sense based on my recent EOB. I then received a bill in the mail for 42.76 for services 3/20/23. I had paid for 3/20/23 services on 6/12/23. I also received an EOB in June showing I owed 0.00 for services 3/20/23. When I called Cleveland Clinic billing to find out what was going on, I was told part of the 104.76 I paid in for 3/20/23 services (which was correct per EOB) had been applied to the 3/20/23 bill and part had been applied to services in June that had not yet been billed out. They also told me 42.76 of my November payment was then applied to the remaining 3/20/23 balance therefore I still owed on my account. My complaint is that I paid correct amounts for certain dates based on information from my EOBs. However, Cleveland Clinic's chaotic billing methods now leave me owning for bills I thought I had paid. At this point, it is nearly impossible to determine if I am paying correct amounts or over paying for services. A hospital should not bill in ways that make it extremely difficult to determine if you are being billed correctly.Business Response
Date: 12/14/2023
Dear Ms. *****,
This letter is in
response to the billing complaint filed by Ms. ***** to the Ohio Better
Business on 12/12/2023 regarding how patient payments are applied at Cleveland
Clinic. Please be advised that her complaint and payments have been reviewed.
A
thorough investigation has been completed based on Ms. ***** concern regarding
how her payments have been posting verse how she had intended for them to be
posted. Cleveland Clinic applies patient payments based on when Explanation of
Benefits are received from the patient’s insurance and not necessarily in order
of the date of service. The only way to have payments posted to a specific date
is to call and make the payment over the phone with a Customer Service
representative. However, we have manually corrected the payments to be reallocated
to how she had intended. The balances for the date of service 03/20/2023 and
06/16/2023 have been paid in full and posted as the patient requested.
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 ******
Financial
Ombudsman
Revenue Cycle
Management, CCHSCustomer Answer
Date: 12/15/2023
[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:11/08/2023
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.
Cleveland Clinic ****** FL, collected a fee for a CT Scan that my insurance would cover at 100% on August 30th, 2023. I have repeatedly asked them to submit the claim(s) to ****** *********** but they refuse. I have spent over 4 hours and 58 minutes on the phone with them and they sound like a broken record. They have used the money for other services as you will see from my letter to them. They need to submit to insurance or eat the charge. Thank you.Business Response
Date: 11/13/2023
November 13,
2023
****** ******** ******
**** ****** **** *** **
********** **** **********
***** ****** *******
Complaint ID:
********
Dear *** ********
This letter is
in response to the billing complaint filed by *** ******l to the Florida Better
Business Bureau on November 8th, 2023, regarding billing for a visit
*** ******* had on August 30th, 2023.
A thorough
investigation has been completed on *** ********* account. *** ******* had a
Calcium Scoring Test completed on August 30th, 2023, in which he
pre-paid $125.00 at the time of the visit. This pre-payment was taken by the
office as this was a self-pay procedure. This charge is ineligible to be sent
to *** ********* insurance company.
There was an
incorrect adjustment made on this date of service but has since been corrected
to reflect $125.00 owed for this calcium scoring test. As of November 13, 2023,
this has been paid in full by *** ******* and has been closed out.
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,
******* ******
Financial
Ombudsman
Revenue Cycle
Management, CCHS
CC: **** *******
Need help paying your medical
bills? Call ************ or go to ******************************* for
information on our financial assistance policy.Customer Answer
Date: 11/13/2023
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 is incorrect, my insurance has a managed care agreement with Cleveland Clinic and as such has repeatedly indicated the procedure is covered at 100%, Sinc3 the provider is not applying to Thayer agreement with United Heathcare, they will have to provide documentation and Doctors’s notes to me in order for me to file insurance on my own. My insurance will tell me what, if any amount was or is due Cleveland Clinic. Until that happens, $125 needs to be applied to other billings. No collection or detrimental remarks to my credit score are to be filed by Cleveland Clinic. United Healthcare anecdotally, told me to pay nothing on this service until the claim has been processed, and since Cleveland Clinic is not filing it, it is going to take much longer to resolve. Finally, I DO NOT ACCEPT THEIR RESPONSE. This could all be resolved, by Cleveland Clinic simply filing the claim as contracted with UHC for the procedure code requested by my doctor (also a Cleveland Clinic associate). Cleveland Clinic had originally applied the forced payment of $125 to outstanding claims on my account leaving a credit balance. However, after I called there billing department, all was reversed and it doesn’t even show I paid $125. Falsification of records is illegal.
Regards
**** *******
Business Response
Date: 11/21/2023
November 21,
2023
****** ******** ******
**** ****** **** *** **
********** **** **********
***** ****** *******
Complaint ID:
********
Dear *** ********
This letter is
in response to the rebuttal filed by *** ******* to the Florida Better Business
Bureau on November 14th, 2023, regarding billing for a visit *** ******* had on August 30th, 2023.
*** ******* had
a Calcium Scoring Test completed on August 30th, 2023, in which he
pre-paid $125.00 at the time of the visit as he elected to be self-pay for this
service. This test is only covered by insurance when it’s associated with a medical
diagnosis, *** ********* test was a screening exam which in this case would not
be covered by *** ********* insurance. This has been paid in full by *** ******* and has been closed out.
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,
******* ******
Financial
Ombudsman
Revenue Cycle
Management, CCHSCustomer Answer
Date: 11/21/2023
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.
First and foremost, I did not pre-pay anything. They used a card on my account without my approval. Second, I have had spent several hours trying to get Cleveland Clinic to bill my insurance company for this service. Before I even had the test, I contacted United HealthCare and provided the after visit summary from my doctor indicating the CPT code to be performed and there was an expected diagnosis as I have continuous pain in my chest. Since I have submitted this complaint, Cleveland Clinic went in and fraudulently adjusted the original records to be in their favor. According to United HealthCare, this CPT code is covered by my plan and billing still has not been sent by Cleveland Clinic to them to advise me what my portion of the payment should have been. I'm expecting 0.00 per my conversations with United HealthCare. If Cleveland Clinic does not want to push a button and send the doctor's notes and procedure results along with costs for this service, then they need to send me everything I would need to submit the claim on my own. And NO, I am not paying for records when they created the problem.
Regards,
**** *******
Business Response
Date: 11/29/2023
November 29,
2023
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 Florida Better Business
Bureau on November 22nd, 2023, regarding billing for a visit *** ******* had on August 30th, 2023.
*** ******* had
a screening calcium scoring test completed on August 30th in which
there was no medical diagnosis associated with the screening. This is
considered a self-pay procedure in which *** ******* paid in full at the time
of his service. This is not eligible to be sent to his insurance company. I have
requested an itemized statement be sent to *** ********* home address and email
address if he wishes to submit this to his insurance company.
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,
******* ******
Financial
Ombudsman
Revenue Cycle
Management, CCHS
Need help paying your medical
bills? Call ************ or go to ******************************* for
information on our financial assistance policy.Customer Answer
Date: 11/29/2023
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.
UnitedHealthCare will not accept a statement. They have requested Doctor’s orders with CPT Codes, Procedure Results and Doctor’s notes before and after Procedure. Cleveland Clinic refuses to provide this documentation to me or my insurance company who has also called and told them what they need and that it is covered @100% . Cleveland Clinic wants to charge me for any records. I take offense to Cleveland Clinic stating that I authorized payment as I did not, they without my knowledge charged my credit card on file with them. I asked them to bill my insurance and my insurance will tell me what is my responsibility which is zero dollars! It amazes me how uneducated and obtuse these people are handling my healthcare. It would seem to me by now it has cost them more to ignore my request and keep arguing with UHC, the BBB and me. I’m sure this standoff will cost Cleveland Clinic way more than $125 and it simply could go away if they would fulfill my repeated requests. I am going to dispute the charge on my credit card as unauthorized until this is resolved.
Regards,
**** *******
Initial Complaint
Date:10/05/2023
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.
May 31, 2023, my wife received an injection at ******** ********. When the claim was submitted to ******* **** it was under my name not the patient's name ***** ****. On July 17th ***** called the billing dept and spoke to ***** and explained that the claim was submitted with the sponsors name and not her name. That the billing dept needed to submit a corrected claim and to pay back the 1,394.76 that they received for me. They needed to submit a claim with ***** as the patient. ***** also told ***** that the Lab/Medical Care on Jun 14, 2023 should have been her as the patient and not me, and that was for 112.06 so total 1,506.82 dollars.
About a month later ***** gets a bill from the Cleveland Clinic for 49.00 dtd Jul 24 2023. So, about Aug 16th I call ******* **** and the agent stated no claims received either for myself or wife. At this point I suspect that billing dept just did an inhouse move of records from my account to *****'s account to create the bill. Then agent called billing 3-way call and explained that the original claim had the wrong patient on it and that it needed to be corrected and paid back and that they needed to submit a claim for *****. On Aug 18th ***** called the billing dept and spoke with Jessica about the June 14th Lab work/Medical/Care of 112.06 dols and was told that the payment /EOB hadn't arrived to my account yet and they couldn't do anything.
Aug 17 the billing dept submitted a claim with ***** as the patient and was paid the 1394.76 but no corrected claim to payback the 1394.76 erroneous claim under my name.
About Sept 6th I called ******* **** after receiving *****'s EOB for the injection. The agent called billing 3 way and she explained 5/31 injection and about the lab/Medical Jun 14th. Billing stated that there wasn't anything under my account and she would take care of it. On Sept 8th they submitted a claim and was paid the 112.06 with no corrected claim to payback the previous 112.06.Business Response
Date: 10/17/2023
October 17, 2023
Better Business Bureau
2800 Euclid Ave, 4th FL
Cleveland, Ohio 44115-2408
***** ****** *****
*** ********* *** ********* ********
Dear *******
This letter is in response to the billing complaint filed by ***** ****,
husband of patient ***** ****, to the Better Business Bureau on 10/5/23. I
would like to first offer my sincere apologies for any frustration this may
have caused *** **** and **** ****.
The root cause of the complaint was that the following
claims had ***** **** listed as the patient, instead of ***** ****. A thorough
investigation has been completed on *** ****’s account and below are my
findings:
May 31, 2023 hospital services (Reference # ***********): The Cleveland Clinic submitted a corrected claim to ******* **** with ***** **** listed as the patient in the amount of $5,518.80. ******* **** sent the Cleveland Clinic the explanation of benefits on August 28, 2023. Per explanation of benefits, ******* **** paid $1,394.76 and contractual adjustment of $4,075.04 leaving $49.00 towards coinsurance as patient responsibility.
June 14, 2023 hospital services (Reference # ***********): The Cleveland Clinic submitted a corrected claim to ******* **** with ***** **** listed as the patient in the amount of $386.00. ******* **** sent the Cleveland Clinic the explanation of benefits on September 13, 2023. Per explanation of benefits, ******* **** paid $112.06 and contractual adjustment of $273.94 leaving $0.00 towards patient responsibility.
June 14, 2023 professional services (Reference # ***********): The Cleveland Clinic submitted a corrected claim to ******* **** with ***** **** listed as the patient in the amount of $603.00. ******* **** sent the Cleveland Clinic the explanation of benefits on September 13, 2023. Per explanation of benefits, ******* **** paid $77.10 and contractual adjustment of $491.90 leaving $34.00 towards coinsurance as patient responsibility.
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 ************.
Respectfully,
****** *******
Financial Ombudsman
Revenue Cycle Management, CCHS
Cc: ***** ****Business Response
Date: 10/17/2023
October 17, 2023
Better Business Bureau
2800 Euclid Ave, 4th FL
Cleveland, Ohio 44115-2408
***** ****** *****
*** ********* *** ********* ********
Dear *******
This letter is in response to the billing complaint filed by ***** ****,
husband of patient ***** ****, to the Better Business Bureau on 10/5/23. I
would like to first offer my sincere apologies for any frustration this may
have caused *** **** and **** ****.
The root cause of the complaint was that the following
claims had ***** **** listed as the patient, instead of ***** ****. A thorough
investigation has been completed on *** ****’s account and below are my
findings:
May 31, 2023 hospital services (Reference # ***********): The Cleveland Clinic submitted a corrected claim to ******* **** with ***** **** listed as the patient in the amount of $5,518.80. ******* **** sent the Cleveland Clinic the explanation of benefits on August 28, 2023. Per explanation of benefits, ******* **** paid $1,394.76 and contractual adjustment of $4,075.04 leaving $49.00 towards coinsurance as patient responsibility.
June 14, 2023 hospital services (Reference # ***********): The Cleveland Clinic submitted a corrected claim to ******* **** with ***** **** listed as the patient in the amount of $386.00. ******* **** sent the Cleveland Clinic the explanation of benefits on September 13, 2023. Per explanation of benefits, ******* **** paid $112.06 and contractual adjustment of $273.94 leaving $0.00 towards patient responsibility.
June 14, 2023 professional services (Reference # ***********): The Cleveland Clinic submitted a corrected claim to ******* **** with ***** **** listed as the patient in the amount of $603.00. ******* **** sent the Cleveland Clinic the explanation of benefits on September 13, 2023. Per explanation of benefits, ******* **** paid $77.10 and contractual adjustment of $491.90 leaving $34.00 towards coinsurance as patient responsibility.
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 ************.
Respectfully,
****** *******
Financial Ombudsman
Revenue Cycle Management, CCHS
Cc: ***** ****Customer Answer
Date: 10/17/2023
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.
As with the prior complaint this is about MY NAME as the patient on 6/14/23 for the ******* **** and the Lab/Medical work instead of the actual patient that's ***** ****. Billing never submitted a corrected claim removing my name on either 6/14/23 and 5/31/23 to remove the charges that total over 1,506 and change. That would mean sending money back to Tricare East.If the corrected claims were submitted CORRECTLY and money returned then ******* **** would issue out corrected EOB's for 5/31/23 and 6/14/23 removing the erroneous charges. This hasn't happened, so that means the 5/31 and 6/14 claims that were originally submitted under my name wasn't done correctly. According to the Tricare agent in Sept 2023, 2 claims needed to be done. One that would remove the erroneous charges from my Tricare account and one that was submitted under ***** **** name. So when billing submitted the corrected claims under ***** **** that didn't have anything to do with the erroneous claims that was submitted under my name. The corrected claims would need to be under my name not ***** ****. That is how it would work, since you can't correct a erroneous charge on the wrong person just by submitting the correct patients name. The insurance company in this case ******* **** thought it was a new patient claim.
So billing needs to submitted corrected claims under my name to remove the charges and pay back Tricare East.
Regards,
***** ****
Customer Answer
Date: 10/17/2023
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.
As with the prior complaint this is about MY NAME as the patient on 6/14/23 for the ******* **** and the Lab/Medical work instead of the actual patient that's ***** ****. Billing never submitted a corrected claim removing my name on either 6/14/23 and 5/31/23 to remove the charges that total over 1,506 and change. That would mean sending money back to Tricare East.If the corrected claims were submitted CORRECTLY and money returned then ******* **** would issue out corrected EOB's for 5/31/23 and 6/14/23 removing the erroneous charges. This hasn't happened, so that means the 5/31 and 6/14 claims that were originally submitted under my name wasn't done correctly. According to the Tricare agent in Sept 2023, 2 claims needed to be done. One that would remove the erroneous charges from my Tricare account and one that was submitted under ***** **** name. So when billing submitted the corrected claims under ***** **** that didn't have anything to do with the erroneous claims that was submitted under my name. The corrected claims would need to be under my name not ***** ****. That is how it would work, since you can't correct a erroneous charge on the wrong person just by submitting the correct patients name. The insurance company in this case ******* **** thought it was a new patient claim.
So billing needs to submitted corrected claims under my name to remove the charges and pay back Tricare East.
Regards,
***** ****
Initial Complaint
Date:10/04/2023
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 3/8/23, I have been incorrectly charged $200 of copays by Cleveland Clinic on my credit card. I have been working with Cleveland Clinic since 8/18/23 to remove my credit card from automatic payments in their system and I have yet to receive full reimbursement for the incorrect charges. I have spoke with the billing department and the department ombudsman multiple times. I have been mislead multiple times regarding the amounts of money I expect to get back and the forms of payment return (credit card vs. check). Today they told me to call my credit card company since I never received the $100 back on my credit card that they claimed was submitted on 9/7/23. I spoke with my credit card company and they said to file a complaint with the BBB since there is nothing that they can do for that. Cleveland Clinic claims that a check for $100 was mailed yesterday 10/4/23 and should take 2-4 weeks to arrive at my address. I have been waiting for a check in the mail since 8/13/23 and never received one. My credit card company has been able to dispute most of the charges except $20 from 3/31/23.Business Response
Date: 10/10/2023
Dear ****** *****,
This letter is in response to the billing complaint filed by, *****
***** to the Ohio Better Business Bureau on 10/04/2023. This complaint was received in the
Financial Ombudsman office for review on behalf of the Cleveland Clinic.
I would first
like to offer my sincere apology for any frustration this may have caused Ms.
*****. 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 thorough review of Ms. *****
payment history from February 2023-August 2023, it has been confirmed that an
overpayment of $220 was indeed made during this period. I have included Ms.
***** payment history and how it was refunded or applied.
Payment made on 02/07/23($20) --applied to reference# ***********
Payment made on 03/08/23($40) --refunded by check
Payment made on 3/30/2023($40)-- $20 applied to reference# *********** and $20 was refunded by check.
Payment made on 4/11/2023($40)-- $20 applied to reference# *********** and $20 was refunded by check
Payment made on 6/12/2023($40)-- $20 applied to reference# *********** and $20 was a chargeback
Payment made on 6/14/2023($40) --$20 was a chargeback and $20 was refunded by check
Payment made on 7/26/2023($40)-- $40 was a chargeback
Payment made on 8/14/2023($40)-- $20 was a chargeback and $20 was refunded by check
Ms. ***** initially requested a
refund on August 18, 2023, through our Customer Service Department.
Subsequently, the refund request was approved, and we scheduled to send the
refund via a check on August 21, 2023. Please be advised that our refund
process takes roughly around 4-6 weeks to be completed. Regrettably, our system
automatically canceled this refund on August 30, 2023, due to the receipt of a
chargeback notification in the amount of $100.
The chargeback was initiated with
Ms. *****’s bank, and as a result, the original refund request was voided.
When Ms. ***** contacted our
Ombudsman Department on September 29, 2023, the financial ombudsman promptly
initiated a new refund request on her behalf, and I am pleased to inform that a
check was issued on October 4, 2023.
We kindly
request that Ms. ***** direct her concerns and inquiries to her bank, regarding
the chargebacks of $100 that was requested on August 30,2023 and completed on
September 7, 2023, as the amount of $100 was reversed to the card.
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: 10/16/2023
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 credit card company stated that they will not accept chargebacks. I have not received a refund check from Cleveland Clinic still. Please keep this complaint open.
Regards,
***** *****
Business Response
Date: 10/26/2023
Dear ****** *****,
This letter is in response to the rebuttal filed by, ***** ***** to the
Ohio Better Business Bureau on 10/16/2023. This complaint was received in the Financial Ombudsman office for
review on behalf of the Cleveland Clinic.
After a
comprehensive review, the charges related to your account have been thoroughly
investigated. We have confirmed that the funds were withdrawn from our payment
processing application, as previously mentioned in our correspondence dated
October 10, 2023.
In accordance
with the request from your banking institution, the withdrawal was successfully
done, and no discrepancies or errors have been identified with the transaction.
We stand by our initial assessment that your concerns should be directed to
your banking institution. Please be advised that the chargeback was initiated by
Ms. *****’s bank on August 30,2023 and completed on September 7, 2023, as the
amount of $100 was reversed to the card. The outcome of our review will remain
unchanged, and we regret that we cannot continue to address this matter.
We understand
that this situation may have been a source of frustration, and we appreciate
your patience and cooperation throughout the process. 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: 10/29/2023
[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.I received the check and cashed it.
Regards,
***** *****
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