Complaints

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

close

Find a Location

University Hospitals of Cleveland has 18 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  University Hospitals of Cleveland

  24701 Euclid Ave Cleveland, OH 44117-1714

• 

  University Hospitals of Cleveland

  11100 Euclid Ave Cleveland, OH 44106-1716

• 

  University Hospitals of Cleveland

  8055 Mayfield Rd Ste 101 Chesterland, OH 44026-2447

• 

  University Hospitals of Cleveland

  158 W Main Rd Conneaut, OH 44030-2039

• 

  University Hospitals of Cleveland

  PO Box 94564 Cleveland, OH 44101-4564

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:03/06/2025

  Type:Billing Issues
  Status:

  UnresolvedMore 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 amount being billed is well beyond the $95 estimate I was given twice by University Hospitals using the same CPT code this lab test was billed under. My own insurer estimated the cost of this service under that CPT code to be $67. Nobody at UH can give me an explanation for the discrepancy or a justification for being billed an amount well beyond any estimate or reasonable cost for this service. Estimate from UH (x2) was $95, they billed $740 and I owe $446 after insurance adjustment. This is egregious.

  Business Response

  Date: 03/24/2025

  Good Morning,

  I reviewed the charges and the estimates and everything is correct. The reason the patient is being charged is due to his deductible has not been met through his insurance. When an estimate is ran the the patients deductible status is not reviewed due to that a patients deductible can change quickly. Our estimates and the estimate that the patient got through his insurance are based on what the charge would be based on the contracted rate without the deductible. Patient will have to reach out to his insurance if he has further questions or concerns. 

  Thank You

  Jen

  Customer Answer

  Date: 03/25/2025

  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.
  
  This response does not even address my complaint. Whether or not I have met my deductible has absolutely nothing to do with the fact that University Hospitals is billing an egregiously high price for this service. Never did I ask to not be charged or indicate that I should not owe anything. $740 is well beyond UCR. The current Ohio Medicaid reimbursements for this same CPT code is $26.02, RW rate is $34.22. This highlights the vast disparity and how unfairly high the amount being billed here is for such a simple service. My career is selling health insurance and I'm licensed in multiple states to do so (including Ohio)...my knowledge in this area is far beyond this lazy rep who is going to give me the same scripted response every hospital uses to deceive patients into paying unfair bills without asking questions.

  There is also still no explanation for how they could TWICE run a $95 estimate for me (which is a fair cost for the service), with their own rep saying they had no idea how I could be billed more than the estimated amount for this CPT code. Rep running estimate blamed billing for the error, billing kept saying it must have been a "mistake" made by estimate rep...explained this to the estimate rep who assured me the estimate she ran was accurate. This is a feature of University Hospitals new billing customer service designed to spin patients in circles so they have absolutely no recourse when facing an unfair charge. They force you to pay with the threat of collections with pretty much zero access to customer advocacy. It's appalling and their unfair billing practices been covered by local news stations previously...that will be my next step if I don't get a legitimate response from someone who actually knows what they are talking about.

  ***** ****
  
  
  
  
   

• Initial Complaint

  Date:12/13/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 August 2, 2024, I had an appointment with the same orthopedic doctor that I have been seeing for 2-3 years or more at *****/****** Pavillion. Because his schedule was all booked up at ***** for a while, I was told that I could see him (Dr. James Anderson) quicker at his Beachwood office (The Beachwood Medical Center). I accepted this appointment, and received treatment in his office there. Later I received a breakdown from my insurance company of what the charges were, what they paid, and what my co-pay was, which was $25.00 and I paid that. Then in November I received a bill for a $275.00 co-pay from University Hospitals. In all the treatment that I received from Dr. Anderson at *****, I never received an additional bill from University Hospitals. Also, I was never informed that there would be additional charges from University Hospitals. Had I known that, I would not have accepted treatment. I have tried to resolve this issue with Universtiy. When I talked to someone in billing, they say I have to talk to the doctor. When I talked to someone in the doctor's office, they said I have to talk to billing. When I talked to someone in billing again to complain, they said they don't handle billing complaints and there was no way to lodge a complaint. When I talked to the doctor's office again, I was told to speak to the ombudsman's office. From that office, I was referred to customer service. When I called the number given, I got a recording trying to promote a medical alert device. I am filing this complaint with the BBB, because I can't get anywhere with the hospital, and I am tired of getting the run-around. These charges are an unfair, unscrupulous, money-grab.

• Initial Complaint

  Date:12/11/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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 a virtual visit with UH my chart 11/11/24, according to their pricing online virtual visits are 65$. I have used virtual visits many times in the past and always paid around 50$-65$. This time when I scheduled my appt I had insurance so I added my insurance and proceeded to wait for it to ask me for a card or tell me cost. But it didn't it just let me right into the portal and I had my appt that last maybe 15 mins and the call was over. I never received anything or was told a cost. I just assumed that my insurance covered the copay. Two days ago I got a bill from UH stating that I owed 133$ for the visit and needed to pay 112$ after my insurance. Clearly I am aware this doesn't cost this much because I have had several visits in the past without insurance. Most would assume that having insurance would make your bill more affordable. However that is not the case it is nearly tripled the cost for a 15 min facetime. When I reached out to tell them I'm not paying that amount, that they need to fix it. They are flipping it back on me saying that I need to call my insurance company and haggle it with them. If this is how you all are running business it seems to me you are scamming a lot of people out of money. Why should it be my responsibility to contact my insurance company when I gave UH my insurance under the assumption it would be cheaper. Why would they charge me more knowing it cost less for self pay. And why am I only finding this out at a billing level. Now your lazy staff thinks its my job to correct their medical billing era. So not only was I over charged I was basically told figure it out yourself. If I wanted to be in medical billing that would be my job and I would have gone to school for it. Instead as a customer that doesn't understand medical billing I am being told I have to do the leg work to fix it in my opinion those are bad business practices. We all know medical is a scam but you could make it less obvious

  Business Response

  Date: 12/11/2024

  Good afternoon,

  I took a look at the bill and everything is correct. Per the insurance (********) The allowed amount we can charge for this appointment is $112.28. We gave the contractual discount of $20.72 off the $133.00. Per the explanation of benefits from ******** the remaining $112.28 is the patients deductible. The previous visits were subject to the self pay discount. We have to by law charge what the insurance comes back with.

  Customer Answer

  Date: 12/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I don’t want to use m insurance I want to pay 65$ is that’s cheaper. You need to reverse the claim 
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******** *******
  
  
  
  
   

  Business Response

  Date: 12/16/2024

  I have sent this up for management review to see if I can offer a discount to the $65.00. However this could effect other insurance claims because your deductible is due per the insurance.

  Customer Answer

  Date: 01/07/2025

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******** *******

  I already submitted a complaint for my bill that was charged well over what a self pay would cost because I went through my insurance. After arguing with me that they couldn’t retract my insurance they said my resolution was that they would send it up to management and have it changed. That never happened and the case closed saying it was resolved. The case hasn’t been resolved nor did they ever contact me again. I will continue to keep filing complaints until I’m heard
  
  
  
  
   

• Initial Complaint

  Date:10/14/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 26, UH was notified in writing via MyChart of the overbilling of $279.36 from date of service of February 21, 2024. I have placed multiple called to the billing department on this claim since then. Per my phone call on October 5, 2024, UH has ample notes on all the calls I have placed about this issue. UH continues to send bills with the incorrect amount. DATE OF SERVICE: 02/21/2024 STANDARD LIFE CLAIM NUMBER: 4*******************10 PATIENT RESPONSIBILITY AND STATED DEDUCTABLE ON MY CHART IS: $1,371.28 AMOUNT DUE UH BILL: $1,650.64 DIFFERENCE OF: $279.36 I called UH and was told by the representative that the difference of $279.36 was denied by my secondary insurance company. I have contacted Standard Life and they assured me that they have not denied any items on this claim: *******************-10. Per the call I placed most recently UH, the Customer Service Rep could not tell me what this amount is for. I have called UH asking for proof that insurance denied $279.36 on this claim and they have not been able to produce proof the insurance denied this amount. Standard Life does acknowledge denying a DIFFERENT claim: ***********-10 for same date of service. However, this claim was for a different amount and was ONLY denied because it was not billed to the Primary Insurance, Mutual Health Services FIRST. If somehow the $279.36 in question is associated with this claim that was denied, UH needs to send the claim to Mutual Health for processing and THEN and resubmit the claim to the secondary insurance, WITH the information received from Mutual Health.

• Initial Complaint

  Date:10/10/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Long story short. My kids go to convenient care with sore throat , Dr take sample for rapid test, rapid test comes back negative , so they send sample overnight to lab, but instead of coding POS 11 they use 81, and keep continuous scamming me for $, and doing fraudulent claims since AMA states clearly that If a sample was taken at a doctor's office, the Place of Service (POS) code to use would be "11" which represents a physician's office setting; this is because the service was rendered in the doctor's office, even if the sample is sent to an outside laboratory for analysis. I have been calling customer service and billing and coding about this issue for past 12 months, got me nowhere, they always tell me I don’t know what I’m talking about and if I ask for manager or supervisor they just hang up and never call back!

• Initial Complaint

  Date:10/01/2024

  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.

  uH hospitals sent 2 bills to the wrong insurance company. They sent me text messages threatening to get a collection agency after me. So I paid the bills. Then I realized my insurance company(***** ) never got the bills. Once they did and paid them UH hospitals will not refund my overpayments.

  Business Response

  Date: 10/07/2024

  Good Morning,

   

  I was able to identify the issue and am having the insurance corrected.  I do see ***** has the current insurance.  The problem with the refund is the system will not produce a refund till the insurance is completed processing.  There may still be a balance after the insurance is ran and then the system will refund the difference.  We are not able to fix US Acute Care bills as they are a separate entity. You will have to reach out to them separately.

  Customer Answer

  Date: 10/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards, it’s the same response I’ve been getting. They say that in 30 days you will get a refund. Then i get nothing. They told ***** insurance this as well for the past 3 months. When I call back they will say what? Refund. Then it starts all over again. ***** insurance was told of 2 claims being refunded then nothing happens. I’ll have to explore other ideas of where to get help

  
  ****** *********
  
  
  
  
   

• Initial Complaint

  Date:08/20/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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 took my child to UH Urgent Care on 11/9/23. I paid a $40 copay on 11/9/23 and $132.04 on 12/20/23 for lab services. In the middle of July 2024 I started receiving notices that I have a balance of $22.16 for the 11/9/23 urgent care visit. I contacted UH billing through their patient portal asking where this balance came from and why am I just barely receiving notice after over 8 months from service. UH billing stated my question is outside their skill set and to ask my insurance. When I contacted my insurance, they stated they had just received the claim and processed it. I once again contacted UH billing through their portal relaying my insurance's reply and again asking where their balance of $22.16 is coming from. They again said to talk to my insurance. I requested and itemized bill from the patient portal and asked my question again. This time they said to contact UH Urgent Care billing. I contacted UH urgent care billing and they stated it is not their bill and to contact UH billing. I just want to know why I'm just now receiving a bill for services rendered in November 2023 and why wasn't I notified of this supposed open and unpaid claim until now?

  Business Response

  Date: 08/23/2024

  Good Morning, 

  I am sorry for all the confusion.  The Urgent care visit itself was billed through the Urgent care management company Wellstreet.  The bill that we have is for Lab work that they sent over to us. That would be billed separately and outside the charge of the Urgent care visit. From what I see we did not get response back from insurance till 7/22/2024.

  If you have any further questions please feel free to reach out.

  Jen

  Customer Answer

  Date: 08/23/2024

  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.
  
  Their response does not state why it took over 8 months for me to receive a bill for supposed services rendered. It also does not answer my question as to why I never received a notice that there was a supposed open and unpaid claim for that November 2023 visit. My insurance stated they did not receive the claim for the November 2023 lab work until July 2024 at which time they processed it; the fault therefore does not lay with my insurance as UH repeatedly wants me to believe. The UH representative stated it is UH policy to keep patients in the dark about open claims and that is just unacceptable. There should be clear and transparent billing practices and that is not the case with UH. Their billing employees also admitted that simple questions are outside of their skill set meaning they are untrained in proper medical billing practices as evidenced by my complaint. 
  
  Regards,
  
  *** **************
  

• Initial Complaint

  Date:05/22/2024

  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.

  Transaction date: 4/22/2024 Amount billed $150.00 I canceled my office visit to the University Hospital ********* Department at the ** ********* ****** *****r 7 days before my appointment. I did this using a text message. The UH ********* Department at the ** ********* ****** *****r confirmed my cancellation on 4/16/2024 via a text message. UH billed still billed me $150 for this office visit. I contacted UH Customer Service Department regarding this billing error on 4/30, 5/15, and 5/22/2024. I have been advised the matter is still being reviewed. During each contact with Customer Service, I offered to send them a copy of the text showing I canceled the appointment on 4/16/2024. Each time, I was told it was not necessary. Due to their lack of effort, I have a $150 facing me.

  Business Response

  Date: 05/28/2024

  Hello,

  I took a look at the Dr's notes and the $150.00 is not for a office visit.  There was a $150.00 charge for the Flex trial device. This was explained during the first visit. I attached the billing form from the office.

• Initial Complaint

  Date:04/17/2024

  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.

  Invoice #******* Date of service 12/1/2023 Patient ********** ***** ****** Balance due $28.00 I have been receiving monthly bills from university hospital requesting I pay them $28.00. I wad listed as the guantor on this account by mistake. I have contacted them 4 times to inform them I am not. They requested a copy of the divorce decree that shows the child's mother is responsible. They advised me that they had made the error and would correct it. I recieved another bill today and they told me to just pay it. HELP

  Business Response

  Date: 04/17/2024

  Good Afternoon,

  I took a look at the accounts and corrected them to show ******* as the Guarantor. If you have any other issues or concerns please feel free to reach out to me.

  Jen W.  Escalation Specialist ************

• Initial Complaint

  Date:03/18/2024

  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.

  University Hospitals has the audacity to send a bill for my wife ***** **** date of service to collection. Date of service is June 14, 2022 for $40. I have had this problem for several years and have to call them some of the time to bill secondary insurance because this is how it has been for almost eternity.? f you had the right billing system this would not happen. Patients have to waste hours with you unecesarrlily to straighten out bills.

  Business Response

  Date: 04/01/2024

  Good Morning,

  Please disregard anything you have received for this bill.  i made sure that it was taken care of. I also reached out to the agency and having them pull it back. They should send you a letter that it was pulled out of collections. I'm sorry that you had to deal with all of this.  Rest assured that it is corrected and taken care of.

  Jen W  Escalations Specialist  ************

  Customer Answer

  Date: 04/01/2024

  Better Business Bureau:
  
  I do not accept the resonamse. I received no notification that it was pulled from collections  Furthermore  until I know that uh bills are properly forwarded to secondary insurance I do not accept.  I am still calling g uh to forward some bills to secondary.  While this particular bill is solved, the problem still exist for many years 
  Regards,
  
  ******* ****