Complaints

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

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• 

  Cleveland Clinic Foundation

  9500 Euclid Ave Cleveland, OH 44195-0001

  
• 

  Cleveland Clinic Foundation

  16215 Madison Ave Lakewood, OH 44107-5618

  
• 

  Cleveland Clinic Foundation

  551 E Washington St Chagrin Falls, OH 44022-4403

  
• 

  Cleveland Clinic Foundation

  325 Center St Chardon, OH 44024-1184

  
• 

  Cleveland Clinic Foundation

  8254 Mayfield Rd Ste 4 Chesterland, OH 44026-2562

  

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

• Initial Complaint

  Date:01/25/2023

  Type:Billing Issues
  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.

  ******** has cognitive issues since Covid and was referred for neuropsychological testing by Cleveland clinic. This provider is out of network for her insurance plan but the testing is a covered benefit. Since there are no in network providers (within 200 mi) we were working for a “single case agreement” Dr ******** had urged the appointment to be scheduled (due to wait for appointments) We told him that we could not afford it without insurance coverage but he said the provider would cancel if the “single case agreement” were not negotiated. As it turned out this was mute because CLEVELAND CLINIC REFUSED TO SCHEDULE THE APPOINTMENT UNTIL THEY HAD “CLEARANCE”. (Single case agreement)
  
  This process was thwarted by 3 denials due to Cleveland clinic submitting the wrong procedure code. (Neurologist consult office visit rather than neuropsychological testing) Neurologists don’t do the testing prescribed but this resulted in repeated denials due to there being in network neurologists.
  
  ****** from Dr ********s office had helped but ultimately asked **** ******* who had moved to that office from the department that did the “single case agreements and knew the system. **** and ****** had advised me every time the insurance denied and about the miscoding that caused the denial. Shortly after the 3rd denial I had initiated an expedited appeal with insurance and **** told me there was a change in plan. She said that the Foundation had decided to pay and the appointment for the testing had been “cleared”. **** explained it was only the testing and that any ongoing care would need an agreement with the insurance. The appointment was just a couple days later and indicated no need for ongoing care. Two months later we get a bill for over $2000. I sent it to **** and she responded that it would be taken care of. It wasn’t. I emailed her again and she told me to contact financial assistance. They saw her assurance to me but said she lacked the authority. Apply for aid

  

  Business Response

  Date: 02/02/2023

  Dear Ms. *****,  
  
  This letter is in response to the
  billing complaint filed by Mr. ******* on behalf of Mrs. ******* to the Ohio
  Better Business Bureau on 01/25/2023, in regards to the balance for services
  performed on 10/07/2022 at the main campus of Cleveland Clinic.
  
  A thorough investigation has been
  completed on Mrs. ******* account. Per my review, it was determined that
  balance of $2,032.88 does need to be adjusted with no patient responsibility
  for the date of service 10/07/2022 due to not being able to obtain a single
  case agreement with patient’s insurance, ******. Cleveland Clinic approved the
  service to be completed and agreed to take financial responsibility if the
  patient’s insurance denied the claims for no authorization. The adjustments
  have been applied to the date of service 10/07/2022 on Mrs. *******’ account.
  
  In regards to the patient’s concern
  about trying to schedule the appointment; all appointments do need to be
  financially cleared prior to being scheduled when out of network insurance
  coverage is involved. In addition, Cleveland Clinic did have issues trying to
  obtain a single case agreement which delayed scheduling the appointment with
  Neurology.
  
  Thank you for allowing us the
  opportunity to address Mr. ******* concern. If I can be of any further
  assistance, please feel free to contact me directly at ************.
  
  Respectfully,
  
  
  
  Emily ******
  Financial Ombudsman
  Revenue Cycle Management, CCHS
  

  Customer Answer

  Date: 02/03/2023

  [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 have also initiated an appeal with ********’s insurance in hopes that they will reconsider the precert and ultimately pay C C for this.  I will cooperate in any way I can to help as this should be a covered benefit.  Please contact me if I can help further but I simply cannot pay the bill myself.

  
  
  Regards, and thank you
  
  
  
  ****** *******
  
  
  
  

  
  

• Initial Complaint

  Date:01/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Service 10/17/22
  Billing Coded Incorrectly
  My insurance **** told me to contact billing and have them reprocess the claim without the 'y' in the accident indicator. Cleveland Clinic billing and telling me that they can not do this without having the insurance request the change!!! The Orthopedic Dr ****** visit are coded correctly but the ER visit was coded incorrectly. The ankle injury was caused by a fall NOT from a car accident. This is becoming a headache. All this because a chart was coded wrong!!! I fill a ping pong ball being bounced around. I just want this to be corrected!!!

  

  Business Response

  Date: 02/06/2023

  Dear ******
  *****,
  
  This letter is
  in response to the billing complaint filed by Mrs. ***** to the Ohio Better
  Business Bureau on 1/12/23 and received by our office on 1/26/23.
  
  A thorough
  investigation has been completed on Mrs. *****’s account where it was sent to
  our billing department for review. They determined that occurrence code 02 used
  on the original claim, to Mrs. *****’s insurance, needed to be updated to 05. Occurrence
  code 02 reflects as a no-fault insurance being involved with a visit and can
  relate to an auto accident which is why ****** was denying the claim.
  Occurrence code 05 is used when an injury takes place and there is no 3rd party insurance involved.
  
  A corrected
  claim was sent to ****** on 2/2/23. There is no balance reflecting owed at this
  time for date of service 10/17/22 because the claim has been submitted to her
  insurance company for reprocessing and is pending at insurance level. Mrs.
  ***** will need to allow time for ****** to reprocess the claim and if she owes
  any amount after they have finished processing the claim, she will receive a
  billing statement reflecting that amount.
  
  Thank you for
  allowing us the opportunity to address Mrs. *****’s concerns. If we can be of
  any further assistance, please feel free to contact me directly at ************.
  
  Best Regards,
  
  
  Tiffany *******
  Financial
  Ombudsman
  Revenue Cycle
  Management, CCHS

• Initial Complaint

  Date:11/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was referred to the doctor in your clinic for simple checkup in regard to a minor issue and the doctor prescribed me two MRIs to make sure everything was ok. Couple month later I received a bill for around $8800 for two MRIs. Even though my insurance covered a huge portion of it, I’m still responsible for $1860 that wasn’t covered which I wasn’t disclosed upfront to me.
  As I mentioned multiple times to your customer service support reps by phone, I can't afford paying such a high bill for MRI.
  When I requested the quote, before going to the MRI at your clinic, I was told by one of your team members that my estimated payment will be $0 and it showed as such on the portal when I looked at estimate and all the sudden, I receive $1860 bill after insurance covered their huge portion of the bill.
  I would never agree to such a high amount of copay considering outside facilities provide the same service for $230 per MRI before insurance.
  I think it's unfair that your team didn't disclose my cost upfront representing it as $0 payment and I was tricked into this service by misrepresenting the costs, which is putting me in bad financial position now. I believe this it totally unfair practice and I'm in title to dispute this cost due to misrepresentation of the costs or luck of proper research of insurance copays by your employees.
  If your team can not properly research customers insurance benefits, I believe you have no right to provide such a misleading estimates and send such a high bills afterwards covering them with statements like “amount may change when actually billed” as per your customer service rep. What it should say instead on the portal is that you don’t know what the benefits are, and the customer should be responsible to find out how much it will cost to do such a procedure based on their insurance plan. Stating instead that your copay is $0 is wrong, misleading practice which can make financial damage and a lot of stress to your customers, like in my case.

  

  Business Response

  Date: 11/11/2022

  Dear Ms.
  *****,
  
  This letter is in response to the billing complaint filed by
  ******** ******* to the Ohio Better Business Bureau on 11/7/2022. We received
  this complaint in the Financial Ombudsman's office for review on behalf of the
  Cleveland Clinic.
  First, I sincerely apologize for
  any frustration this may have caused Ms. *******. I have undertaken a full
  review of the mentioned concerns and am satisfied that all issues were
  researched and addressed appropriately.
  The root cause of the complaint
  is to have the balances of $1695.40 adjusted; however these charges processed
  correctly towards the patient's plan benefits. Unfortunately, their request is
  denied based on my review/explanation, which is documented below.
  As part of the investigation, all
  charges were sent to be reviewed by the appropriate departments to determine if
  accurate. It was determined that the charges on the invoice for the date of
  service, 6/24/2022 are correct and there are no financial errors. I made a
  courtesy call to the ****** ********** benefits and claims department, and
  according to ******* *. 11.8.22 and ******* * 11.8.22, Ms. ******* has a
  ******* **** base minimum plan 1, which is a limited plan policy. Even though
  Ms. ******* has coverage for radiology services, labs, and other outpatient services,
  they will only pay up to a certain amount. Per Ms.******* specific plan policy,
  ****** ********** will only pay $330.75 for an MRI. The professional component,
  the remaining balances for the technical portion, and any contrast agent used
  for the procedure will fall under the patient's responsibility.
  It is stated in our estimate letter to keep in mind that an
  estimate is not a guarantee of the final bill. Many variables may affect the
  amount due after ****** ********** process the claims towards the patient’s
  benefits and apply according to their specific plan. Unfortunately, we do not
  have Ms. *******’s policy, and the estimates can only be based on the
  information provided on the portal when the estimate is given. To ensure a
  smooth billing process, we encourage the patient to follow up with their insurance
  provider to check their up-to-date benefits. We can only guarantee that the
  services are cleared and authorized. 
  
  We
  understand that these charges can be a significant financial burden; however, we
  offer payment plan options and Financial Assistance for those who qualify.
  
  Thank you
  for allowing us the opportunity to address Ms. *******'s concerns. If we can be
  of any further assistance, don't hesitate to contact me directly at
  ************.
  
  Respectfully,
  Ruth
  ****** 
  Financial
  Ombudsman 
  Revenue
  Cycle Management
  
  Cc:
  ******** *******

  Customer Answer

  Date: 11/13/2022

  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.
  
  
  
  This response doesn't resolve my complaint in regards to your estimates practices. When you say your estimates are not final it was never mentioned they can be adjusted by thousands of dollars and go from $0 to $1860. I did provide all the details of my insurance policy to your employees when visited and it is not true that you didn't have them. If you having difficulties understanding/clarifying my benefits with insurance company or your employees didn't do proper research, you shouldn't provide your customers with such a wrong estimates as $0 and instead reach out back to customer and let me know you are not sure how much the copay would be or at least send a message in the portal and not display $0 copay estimate. It is wrong on your part to cover your shady practices with statements as you mentioned (estimate not final bill) and consider you got rid of responsibility providing your customers honest and quality service by at least letting them know you aren't sure what the copay would be. As I said, I was never encouraged to double check my benefits by you as you are stating or warned that estimate might be wrong or you don't have enough information to provide proper estimate, instead you quietly went on with the procedure and hit me with enormous bill. I would never agree to pay this much for this service since you can get it for 10 times less at outside facilities and would gladly research my copays if someone from your team at least gave me a hint that this estimate might be wrong and you didn't know what it actually was. 
  
  
  
  Regards,
  
  
  
  ******** *******
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:10/31/2022

  Type:Billing Issues
  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 scheduled for a diagnostic ultrasound head/neck at **** ********. Prior to my appointment I went on the Cleveland Clinic website and requested an estimate. The Cleveland Clinic estimate page says, "These estimates have been confirmed or prepared for you by our caregivers. Estimates feature in the Billing menu will display the calculated costs for your upcoming medical services. These estimates take into account your insurance benefits to calculate the amount you will be billed for after the medical visit. Click on the estimate to view a detailed breakdown that includes the total hospital and physician charges, what's covered by insurance, and the portion you are responsible for." The clinic has my insurance information to submit this procedure. I received my estimate of $78 and chose to get the procedure done at Cleveland Clinic as this payment was acceptable and I knew I would be responsible for this, give or take maybe a few dollars and this was also confirmed with a Patient Advocate. The ultrasound of my neck took approximately 3 minutes total! I received a bill for the procedure and it was $390.39, not even close to the $78 I was given???? I called and spoke with multiple people in the Patient Financial Advocacy Department and Billing beginning Oct 7th-***** ******* **** ******* ***. I was informed that the insurance was pulled incorrectly by the Cleveland Clinic representative and I should receive an adjustment and someone would call me back. NO ONE EVER CALLED ME BACK. I have tried to resolve this for a month! This issue was escalated and still no one called me back. I finally called again to get the name of the manager in Patient Financial Advocacy, **** ***, and left 2 messages, Oct 21st and Oct 26th. She never called be back either. I am seeking the adjustment on my bill that I was advised I was due by every representative I spoke in Patient Advocacy so I can pay the $78 bill I was quoted.

  

  Business Response

  Date: 11/10/2022

  Dear ******
  *****,
  
  This letter is
  in response to the billing complaint filed by Ms. ***** to the Ohio Better
  Business Bureau on 10/31/22.
  
  A thorough
  investigation has been completed on Ms. *****’s account and below are the
  results of my review.
  
  Per my review,
  it was determined that there was an option chosen during the process of the estimate
  that can narrow the benefits reflected when the estimate is being created. It
  is unknown if a higher amount would have been reflected on the estimate had
  this option not been chosen, because ultimately this information comes from the
  insurance company. Because of this reason, a one- time courtesy adjustment in
  the amount of $312.31 has been applied to Ms. *****’s account to bring her
  balance to $78.08.Please keep in mind regarding estimates, they are not
  considered a paid in full amount and are only an estimate. For the most accurate
  amount that a patient may owe for any given service, it is recommended that they
  always reach out to their insurance company. Their insurance company can
  determine exactly where they are at in meeting their deductible or out of
  pocket maximum as well as how their insurance will cover a particular service
  based on their benefits.  
  
  Thank you for
  allowing us the opportunity to address Ms. *****’s concerns. If we can be of
  any further assistance regarding this matter, please feel free to contact me
  directly at ************.
  
  
  
  
  
  
  Best Regards,
  
  
  Tiffany *******
  Financial
  Ombudsman
  Revenue Cycle
  Management, CCHS
  
  Cc: *****,*******

  Customer Answer

  Date: 11/10/2022

  [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:10/24/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The wait times to make an appointment are ridiculously long. I waited over 2 hours, was disconnected once, and never got to make an appointment ordered by my doctor......

  

  Business Response

  Date: 10/26/2022

  Hello,

   

  I have been unable to reach Carl Directly to discuss his concerns. Please let him know to call me at ************ if he still wishes to pursue this complaint.

  Thank you,

   

  Chris *****

• Initial Complaint

  Date:10/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 6, 2022, I had an Ultrasound diagnostic test done at Cleveland Clinic. I pre-registered online. My co-pay for a diagnostic radiology test is $105. Instead, Cleveland Clinic demanded a copay of $295 which is my co-pay for an outpatient medical procedure. I went ahead and paid because I had doctor's orders to have the ultrasound done and because I was given no choice.
  I then contacted their billing department to advise they had overcharged me by $190 and that they owed me a refund in that amount, I received this reply:
  "Thank you for your recent inquiry to MyChart Billing Customer Service. I have reviewed your request. Cleveland Clinic is an outpatient hospital facility. All services are billed as outpatient unless services are inpatient. Unfortunately a refund cannot be issued until your insurance process the claim and advise us of what your responsibility will be."
  Cleveland Clinic ignored my health care insurance co-pay and overcharged me an incorrect amount. By their response, it appears they are in no hurry to try and correct their mistake. I am still waiting for a refund of $190.
  Incidentally, I had the same ultrasound diagnostic test done in May, 2022 for which I was charged the correct co-pay of $105.
  Charging a blanket amount of $295 regardless of what was done is sloppy bill handling and is clearly a deceptive business practice. I wonder how many other patients have been incorrectly charged and did not try to dispute it.

  

  Business Response

  Date: 10/24/2022

  Dear Ms. *****,
  
  This letter is
  in response to the billing complaint filed by Mr. ******** to the Ohio Better
  Business Bureau on October 19th 2022 regarding a refund request for
  a copayment made for his 10/06/2022 appointment.
  
  A thorough
  investigation has been completed on Mr. ********’s account. Upon the
  investigation, Mr. ******** was charged a copayment in the amount of $295.00 for
  his diagnostic testing. This claim has since processed and Mr. ******** is only
  responsible for a copayment in the amount of $105.00.
  
  A refund
  request in the amount of $190.00 has been placed on the account. Please allow
  30 business days for this refund request to be processed and sent back to the
  patient.
  
  Thank you for
  allowing us the opportunity to address your concerns. If I can be of any
  further assistance, please feel free to contact me directly at ************.
  
  Respectfully,
  
  Kendall
  H*****

• Initial Complaint

  Date:10/06/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an appointment scheduled for 3:05 today with Dr. ******* ***** at the **** **** ***** **** *** *** location today. I checked in and was in the empty waiting room. I took a call from my surgeon's office in regard to my primary care appointment. I quietly took the call but was asked by the receptionist to take the call in the hallway which I did. When I came back in she was telling the other 2 receptionists how rude I was. I asked her if was she referring to me and she said yes. I was completely embarrassed and left the office. This is no way to treat a new patient and she definitely does not represent the clinic as a decent or caring individual. This is an absolute shame as I have been waiting for this appointment and now I have to reschedule with another office which takes away from my recovery and my health. This woman has no business in interacting with the public let alone people that are trying to get their health back after major surgery.

  

  Business Response

  Date: 10/07/2022

  Good Morning, 

  We received a call from the patient and have been unable to connect, we will continue to engage and assist the patient regarding their concerns. 

   

  Sincerely, 

  Ombudsman Department 

• Initial Complaint

  Date:09/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I came to Cleveland clinic akron general on 1/20/19 to be induced. As of 1/20/19, I had insurance “A”. On 1/21/19, I gave birth and so a new insurance “B” went into effect, becoming my primary insurance & “A” was then secondary for the remainder of the stay.
  
  I have received bill after bill of this being billed incorrectly. They will not split the billing dates up accordingly, therefore the insurance companies will not pay correctly. I have called dozens of times to correct this, where we have done a 3 way call with me, Cleveland clinic rep, and insurance rep and insurance informs Cleveland clinic that they did not receive billing for the correct dates. Cleveland clinic says they will correct it and everytime the bill comes back incorrect. I now have a bill of $1,211 in collections because I am not paying until this is corrected. I do not want to risk ruining my good credit over a mistake I did not make. A Cleveland clinic rep recently told me they have no record of the billing history and would not send me a copy of what was billed on what dates.
  
  I also received an itemized statement saying I had 105 glucose tests done in a matter of 3.5 days, which is absolutely incorrect. When I questioned it, the rep told me he has no control over that and asked if he could help with anything else. Completely ignoring the question. Another rep said they only see 19 times. Why is Cleveland clinic sending me an iincorrect and invalid itemized bill? Now I’m not sure if the other charges are even legitimate on it.
  
  I am currently in the process of searching what my legal options are since Cleveland clinic refuses to correct this incorrect bill.

  

  Business Response

  Date: 09/14/2022

  
  Dear Ms. *****,
  This letter is in response to the billing complaint filed by ***** ****** to
  the Ohio Better Business Bureau on 9/03/2022. 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.
  The root cause of the complaint is to have the balances of $1,211.45, which
  were processed towards the patient’s coinsurance adjusted. Unfortunately, their
  request was denied based on my review, which is documented below.
  A split claim for date of service 1/20/19 was billed to *** for the amount
  of $6,804.25. *** paid $6,104.80 and the contractual adjustment was $699.45; this
  claim was paid and adjusted in full. MMO was then billed as primary for dates
  of service 1/21/19 -1/24/19, MMO processed the claim leaving the patient
  responsible for $1,211.45 as coinsurance. *** reviewed claims for 1/21/19 –
  1/24/19 as secondary but withheld their payment due to clarification needed
  from the patient in regards to the coordination of benefits. I spoke with
  Kiasha from *** and she informed me that a payment could not be processed due
  to the information requested from the patient was not received. *** made their
  final attempt to clarify proper Coordination of Benefits to the patient in
  August 2020. A courtesy call was made to both MMO (reference number
  **************) and *** (reference number **************) to confirm this
  information.
  Our coding team reviewed the glucose tests and confirmed there were a total
  of 22 tests done on 1/20/19 and 1/21/19. This service was priced at $72 each or
  $1,584.00 total.  The reason why the test
  shows up multiple times on the itemized statement is because it was entered in
  our system, then later canceled because it was not rendered. All transactions
  made on an account will reflect on our itemized statement; any charges removed
  will reflect with a negative (-) symbol in front of it. The negative and
  positive charge for that specific date will cancel each other out.
  Please be advised that the balance
  of $1,211.45 was correctly billed to both Ms. ******’s primary and secondary
  insurances; however, her secondary insurance did not make any payments for the
  1/21/19-1/24/19 split claim because the information requested from the patient
  was not received.
  
  Thank you for allowing us the
  opportunity to address Ms. ******'s concerns. If we can be of any further
  assistance, please feel free to contact me directly at ************.
  
  Respectfully,
  Ruth ****** 
  Financial
  Ombudsman 
  Revenue
  Cycle Management

• Initial Complaint

  Date:08/30/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called Dr. ******'s office at Cleveland Clinic in **** **** ****** ******* 3 times last week and 2 times this week. I have been calling for test results information and to receive the ok to begin new medication. This is extremely important for quality of care and NO ONE has returned my numerous calls. This is unacceptable.

  

  Business Response

  Date: 09/01/2022

  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: 09/02/2022

  I called numerous times for days for assistance. It is unacceptable for NO one at Cleveland Clinic to respond to multiple calls about test results and a medication change. The lack of patient followup could have resulted in a fall or ER visit. If your staff was doing their job, they would see this is a issue and should be avoided. 

  

  Business Response

  Date: 09/21/2022

  Good afternoon,

  Thank you for reaching out. I attempted to reach the patient to investigate his shared concerns. I left him voicemails on (09/01, 09/02, 09/06). Patient has yet to return any of my calls. I proceed to send patient a letter advising him I would like to speak to him in regards to his concern. I attempted to reach the patient today and I received his voicemail again.

  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 more than glad address
  their concern once he becomes available.

  Regards,

  Ombudsman

   

• Initial Complaint

  Date:08/18/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 7th they had me pay $441.60 for a consultation and I had that appointment August 11. When I called for my tubal reversal appointment they said that I had to have another consult appointment because they scheduled it with the wrong doctor and therefore I have to pay again instead of crediting me the $431.60. They said they couldn’t reimburse me that I have to pay again to have the same exact appointment with the correct doctor this time even though it wasn’t my fault they scheduled me with the wrong doctor. They apologized but said there’s nothing they can do about it that I have to pay them again.

  

  Business Response

  Date: 08/26/2022

  
  Dear
  ******,
  
  This letter is
  in response to the billing complaint filed by Mrs. ****** to the Ohio Better
  Business Bureau on 8/19/22. The complaint was forwarded to the
  Financial Ombudsman department to review and respond back to you. I would first like to offer my sincere
  apology for any frustration this may have caused Mrs. ******.
  A thorough investigation has been completed in regard to
  Mrs. ******’s request to be refunded a payment made towards the date of service
  8/11/22. Mrs. ****** should expect a refund in the amount of $431.60 back to
  her credit card within 7 days.
  Thank you for allowing us the opportunity
  to address Mrs. ******’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