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

  16761 Southpark Ctr Strongsville, OH 44136-9302

  
• 

  Cleveland Clinic Foundation

  26900 Cedar Rd Beachwood, OH 44122-1191

  
• 

  Cleveland Clinic Foundation

  5001 Rockside Rd Independence, OH 44131-2172

  
• 

  Cleveland Clinic Foundation

  9500 Euclid Ave H 18 Cleveland, OH 44195-0001

  

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:03/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 04/01/2025

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

• Initial Complaint

  Date:03/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 03/11/2025

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

  Customer Answer

  Date: 03/15/2025

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

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

  

  Business Response

  Date: 03/26/2025

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

  Customer Answer

  Date: 03/29/2025

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

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

• Initial Complaint

  Date:02/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 03/13/2025

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

• Initial Complaint

  Date:02/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 02/21/2025

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

• Initial Complaint

  Date:12/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 12/13/2024

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

• Initial Complaint

  Date:12/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 12/06/2024

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

• Initial Complaint

  Date:11/25/2024

  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.

  Patient: ****** ***** ******** ******* ******* ******** Date of Charge: 11/14/2003 Amount of Charge: $346.80 My wife (Nicole Thorp) had a Colonoscopy performed on 11/14/2003. I received a bill 7 months later (6/18/24) for this one charge within the procedure, but everything else was taken care of by my insurance company (Cigna). I reached out to my insurance company because I was under the impression that this would all be paid for. They informed me that I should have not been charged for this and it was incorrectly billed. On 6/24/24 I did a 45-minute conference call out to the Cleveland Clinic with my insurance company so the charged could be listed correctly and removed from my amount due. The Cleveland Clinic rep agreed and said they would have this submitted to be removed. I then received another bill for this amount 5 months later on 11/18/24 for this same amount. Again, I called my insurance company and we did an hour-long conference call out to the clinic to get this resolved (Ref# 5224). This past Friday (11/22/24) I receive a bill again for this amount of $346.80. I had an issue with the clinic about 10 years ago where they double billed me for $5,000. It finally got resolved and reversed, but it took just under 9 months. During this time, I received collection letters and phone calls regarding the balance. I am going to end up paying this and hoping that this charge can they be refunded back to us. Thanks!!

  

  Business Response

  Date: 12/10/2024

  
  
  This letter is in response to a billing complaint filed by **** ****** ** *****, to the Ohio Better Business Bureau on November 25, 2024, regarding the coding for services completed at Cleveland Clinic.
  
  I would first like to offer my sincere apology for any frustration this may have caused **** *****. The root cause of her complaint is to have the coding reviewed for her outpatient visit on November 14, 2023, and resubmitted to her ***** insurance with the correct coding information added.
  
  A thorough investigation has been completed on **** ******s account for the outpatient visit on November 14, 2023. We have confirmed that the coding and billing for the services were done correctly based on the services provided, and no further changes will be made per the documentation.
  
  Cleveland Clinic has the responsibility to bill each encounter appropriately and accurately based on the services provided at the time of the service. Unfortunately, if a procedure or diagnosis code is not supported by their insurance policy but is documented on their medical records the coding cannot be altered.
  
  Thank you for allowing us the opportunity to address Mrs. Thorp’s concerns. If I can be of any further assistance, please feel free to contact me directly at *************
  
  Respectfully,
  
  Laura W

• Initial Complaint

  Date:11/20/2024

  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 filed a grievance on a poor experience with a Cleveland Clinic department. I was misinformed by Cleveland clinic providers and Cleveland Clinic's website. Upon filing a grievance, the ombudsman representative was not clearly understanding my concerns and complaints and did not file and follow up with the information I wanted addressed. When I asked to speak to her supervisor, she said even if I did and filed a grievance against her, she would still be the one following up. In no situation is it ever okay for the party who the complaint is against to contact the party who complained and be allowed to follow up and/or ask questions about the complaint. This was poorly handled, their website is misinformative, and it is close to being medical malpractice.

  

  Business Response

  Date: 11/21/2024

  The patient's concerns were discussed, confirmed and relayed appropriately to the correct parties and corresponding grievances filed. The patient was dissatisfied with the outcome and felt her concerns were not properly understood. The Ombudsman explained the department processes and submitted a supervisor call request on November 20, 2024 immediately following the patient's request and a supervisor has confirmed they will follow up with the patient. Our process allows for 24-48 hours for follow up. Additionally the complaints against the Ombudsman were filed as requested due to her dissatisfaction with the service.

  Customer Answer

  Date: 12/01/2024

  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.  The person I asked Cleveland Clinic to file a grievance on is the person who contacted me, which is borderline harassment. 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: 12/02/2024

  Better Business Bureau:
  
  I am rejecting the response made by Cleveland Clinic. The person whom I filed a complaint AGAINST is the one who did a follow up call, leaving me a voicemail - after I specifically told her not to communicate with me and that I wanted to speak to someone above her.  

   

  I have not heard anything from anyone other than the person I filed the grievance on. Her phone call was harassing and inappropriate, therefore I am not willing to accept this as any type of resolution. 

  
  ******* ******
  
  
  
  
   

• Initial Complaint

  Date:11/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled a colonoscopy for 3/29/24. Upon scheduling the appt, I received a letter estimating that my cost would be $60. As a reasonable person, I assumed this meant they had gotten this estimate from my insurance company. I was eventually billed $3,046.10 for the procedure after it was processed by insurance. I called Cleveland Clinic to find out why my charge wasn't $60. They said the $60 was just an estimate, not a guarantee, and that I would need to contact my insurance company. I called Cigna and they said Cleveland Clinic never called them to obtain an estimate. The reason I had to pay so much out of pocket was that it was done in a hospital, and therefore it went toward my deductible, not a copay. Had I known when I scheduled this appointment that I would be charged this month, I would have obviously scheduled at an outpatient family health center rather than the hospital. Cleveland Clinic refused to remove any of the charges, stating their letter that said actual charges could be higher than $60. Due to Cleveland Clinic's lack of transparency with pricing (procedure performed in a hospital vs outpatient facility), I was charged more than 50 times the amount they estimated. I am requesting a removal of the amount that I was charged above and beyond the $60 quoted to me. I was not given correct pricing for the procedure, and would not have had it done had I known it would cost me over $3,000, which is a very large financial burden.

  

  Business Response

  Date: 11/27/2024

  
  This letter is in response to the billing complaint filed by **** ******* to the Better Business Bureau on.
  The root cause of her complaint is *** ******* received an estimate in the amount of $60 applying towards her copay for her Colonoscopy scheduled on 3/29/24. Once the claims finished processing with Cigna, she was billed $3,026.10 applying towards her deductible, per the explanation of benefits.
  A thorough investigation has been completed on the concerns mentioned in her complaint. When *** ******* was given the estimate, there was a system issue, causing the estimate program to not include her surgical benefits. We recognize this was an error in our system and have taken financial responsibility for it. An adjustment has been made in the amount of $2,986.10, leaving $60 as patient responsibility. *** ******* made a payment in the amount of $20 on 4/6/24, leaving $40 as patient responsibility for this date of service.
  I apologize for any inconvenience this has caused *** ******* and I thank you for allowing us the opportunity to address her concerns. If I can be of any further assistance, please feel free to contact me directly at *************
  
  Respectfully,
  Rachel  
  Financial Ombudsman
  Revenue Cycle Management, CCHS
  Cc: **** *******

• Initial Complaint

  Date:11/14/2024

  Type:Sales and Advertising 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.

  Cleveland Clinic, a supposedly nonprofit organization, is mailing repeated marketing letters promoting eHealth, a for-profit insurance adviser under the guise of non-profit mailing permit *** ***** Cleveland Clinic claims to send these letters, but the postage is paid in Fullerton California, where it has no offices or health care facilities. Cleveland Clinic does not need and has no right to mail three separate letters promoting eHealth in the last three weeks. Cleveland Clinic's continuing course of conduct is harassment. The envelopes contain no return address, making it impossible to refuse the mail, and very cleverly precluding recipients of these unwanted harassing letters to seek a Prohibitory Order with the Post Office pursuant to R**** ** ** **** ******* *** **** *** ****** because the Post Office claims that a return address is required for it to issue a Prohibitory Order. Cleveland Clinic must immediately stop sending me marketing mail regarding eHealth. Cleveland Clinic must also immediately provide its name and mailing address on all further mailed marketing communications instead of hiding behind a plain envelope. Thank you.

  

  Business Response

  Date: 12/12/2024

  Will follow up with patient for perspective and file complaint. Thank you 

  Customer Answer

  Date: 12/12/2024

  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.
  
  Cleveland Clinic needs to provide a substantive response to my concerns by mail.

  Thank you.

  
  Regards,
  
  ****** ******