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Initial Complaint
10/18/2024
Complaint Type:
Billing Issues
Status:
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.
Clubland clinic is attempting to change for a procedure that I have already paid for on the day of service. Please see attached bill and payment receipt.
Customer response
10/21/2024
The receipt was attached on the original complaint form, please review it, contact HsA and verify the payment.
Business response
10/24/2024

October 23, 2024
Better Business Bureau
2800 Euclid Ave, 4th FL
Cleveland, Ohio 44115-2408
***** ****** *******
RE: Complaint ID* ********

Dear M******
This letter is in response to the billing complaint filed by ***** ******, to the Better Business Bureau on 10/18/2024. I would like to first offer my sincere apologies for any frustration this may have caused *** ******.
Per my review, *** ****** made a pre-payment of $213.11 on 05/16/2024. Unfortunately, at the time of the pre-payment, *** ****** had an open balance from a previous date of service in the amount of $242.41. The payment of $213.11 was allocated to this older service date while the 05/16/2024 service date was processing with insurance. The insurance finished processing the 05/16/2024 claim on 09/10/2024 and the balance appeared on his billing statement on 09/11/2024. To address *** ******’s concerns, I have reallocated the $213.11 payment to the date of service that he intended to cover with this pre-payment. This action has reopened a balance of $213.11 in previous charges.
Thank you for allowing us the opportunity to address *** ******’s concerns. If I can be of any further assistance, please feel free to contact my department directly at (216) 442-1506.

Respectfully,
Christopher P****
Financial Ombudsman Office
Revenue Cycle Management, CCHS
*** ***** ******
Customer response
10/24/2024
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.

A bill reversal is illegal without consumer consent. The balance was disputed with you and FTC. I consider there is no debt exist for Cleveland clinic. I prohibit Cleveland Clinic to harassing me with billing sent to my address.

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

Regards,

***** ******
Initial Complaint
10/04/2024
Complaint Type:
Billing Issues
Status:
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.
I paid my bill in full and then after paying the bill in full on August 31, they then charged me an additional $72.00 on September 13. I would like to have the $72.00 written off from my account.
Business response
10/07/2024
10/07/2024

Better Business Bureau
2800 Euclid Ave, 4th Fl
Cleveland, Ohio 44115-2408
***** ****** *******

Complaint ID: ********

Dear *** ********

This letter is in response to the billing complaint filed by *** ********* to the Ohio Better Business on 10/06/2024 regarding his payment due to Cleveland Clinic.

A thorough investigation has been completed regarding the outstanding balance of $72.00 due for the date of service 07/05/2024. The charge in question was for radiology services and was denied by Medical Mutual on 09/11/2024 due to the service not qualifying for ER/Urgent care. The patient spoke with an escalated account specialist on 10/04/2024 and was offered a 35% discount towards the $72.00 balance, due to the service being denied. However, the patient declined this discount offer. The discount offered will be available until 10/14/2024, if the patient would like to call and make the remaining payment.

Thank you for allowing us the opportunity to address M** *********** concerns. If I can be of any further assistance, please feel free to contact me directly at *************

Respectfully,

***** ******
Financial Ombudsman
Revenue Cycle Management, CCHS

*** ********** ****
Customer response
10/07/2024
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 called in and paid my bill in full on August 31. I was then told that the $72.00 would be written off. I would like them to honor their word and write the $72 off. This was said on a call that was recorded that they can review.

Regards,

**** *********

Business response
10/14/2024
10/14/2024

Better Business Bureau
2800 Euclid Ave, 4th Fl
Cleveland, Ohio 44115-2408
***** ****** *******

Complaint ID: ********

Dear *** ********

This letter is in response to the rebuttal filed by *** ********* to the Ohio Better Business on 10/09/2024. We appreciate efforts to resolve this matter. Please be advised that the balance is correct as patient responsibility.

An additional review has been completed based on *** *********’s concern on the remaining balance and information he was provided by customer service. The call between ****** in Customer Service and *** ********* on 08/30/2024 was reviewed. During the call the patient made a payment on past due balances in the amount of $255.46, as well as an additional payment of $1,892.15 for the date of service 07/05/2024. The total billed at the time of the call for the date of service 07/05/2024 was $2,911.00, which the patient was given a discount of 35% on, due to the services being denied as not qualifying for ER/Urgent Care services. The balance of $72.00 was not part of the statement and balance the patient paid towards, as it was still pending at the insurance level. Cleveland Clinic received an explanation of benefits on 09/11/2024, and this charge was not discussed by the representative and *** ********* during the call.

As mentioned previously, the patient does qualify for the 35% discount on the $72.00 balance, if a payment is made by October 14th.

Thank you for bringing these concerns to our attention. Please note, this is our final review on the above concern.

Respectfully,

Emily P*****
Financial Ombudsman
Revenue Cycle Management, CCHS
*** ********** ****
Customer response
10/14/2024
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.

It does not appear that Cleveland Clinic reviewed all my calls, and specifically the one where I was told that there was a $72 credit pending.

Regards,

Ryan P********
Initial Complaint
10/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have been a patient at Cleveland Clinic. Most recently, l was tgwre for their neurology department. I filled out and asked for thw records of that particular department to be provided to me. The request was acknowledged. When l did not receive it, l cobtacted the Ombudsman department and received an email as well as a telephone call that they would have the records sent to.me. No recorda have been received to daye aince July request but l receoved a bill even though I WAS NOT INFORMED THERE WAS A CHARGE FOR THE RECORDS. So no records received after several requests but a bill is received for service to provide thoae phantom records.
Business response
10/04/2024
Thank you for the opportunity to respond to this patient’s concern. Cleveland Clinic is committed to providing safe, quality care, treatment and services to all patients. We will reach out to this patient directly to address their concern.
Customer response
10/04/2024
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.
They have been saying this for weeks.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,
****** ******
Initial Complaint
09/14/2024
Complaint Type:
Billing Issues
Status:
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.
I called CCF for obygyn consultation. I was told that financial office will reach out so I can pre-pay for visit as I was out-of-network. I paid $224.25 over the phone. This was max fee including all self pay discounts per financial office. I was told I could get refund based on what doctor marked visit code. I had a telehealth visit over a month later. My Insurance then also paid $65.19. I then got letter from CCF stating visit was going to be $42.38. I reached out and was told since I pre-paid I would get refund on Credit card or cheque in mail. (I have screen shots of all these conversations on the mychart which I am attaching). 2 months later, I started getting bills that I owed $311.74. I msged on my chart - initially they used to reply saying it was a mistake and they will fix and send refund, then they started stating that I definitely owed this money and then I got notice from collections. 1. I was very clear when making the appointment, that due to the "no surprise act", they could not bill more for a virtual visit after the fact. 2. They made $289.44 from me and my insurance for a 20 min virtual visit and I can't believe the audacity that they think they deserve $601.18 for that. NO Private medical office can get away with charging patients even $289.44 for a virtual visit, then how do they think that they can bill over 600 dollars and I should be paying that. If they had told me that up-front, I would have laughed and hung up the phone. 3. I want the money that they stated in writing that I should be refunded of $181.87. and I definitely want an apology for the time that I have wasted calling their billing office and sending msgs on my chart and now this. Each call alone is a waste of an hour or more and gets one nowhere. Over all CCF has become the biggest racket where they feel they are above the law when it comes to surprise billing!
Business response
09/18/2024
September 18, 2024
Better Business Bureau
2800 Euclid Ave, 4th FL
Cleveland, Ohio 44115-2408
Attn: ****** *******
RE: Complaint ID# ********
Dear ******,
This letter is in response to the billing complaint filed by Aisha Rahman, to the Better Business Bureau on 9/14/24. I would like to first offer my sincere apologies for any frustration this may have caused *** ******.
A thorough investigation has been completed on the concerns mentioned in her complaint. I reviewed the account in conjunction with the medical records associated with the services rendered on March 20, 2024. Below are my findings:
March 20, 2024, Professional services (Reference #***********): The Cleveland Clinic submitted the claim to ********* for the Video Est Whi Patient Visit at Reproductive Endocrinology Infertility with Stephen ******* MD in the amount of $624.00. ********* sent the Cleveland Clinic the explanation of benefits on April 22, 2024. Per explanation of benefits, ********* paid $65.19 and left the balance of $65.20 as patient responsibility applying towards coinsurance. ********* denied $493.61 due to the charges exceeding *** ****** contracted fee agreement as her insurance out-of-network. *** ****** already paid $224.25 and received a $22.82 adjustment as a prompt pay discount. The remaining balance of $311.74 is *** ******s responsibility per her plan’s benefits.
Please keep in mind, an estimate is an estimated cost of what a patient may owe for specific services rendered. Please be advised that an estimate is not a guarantee of the final balance owed. Many variables may impact the final balance owed, and patients are responsible for the portion not covered by your insurance plan/benefits.
Unfortunately, these prices are non-negotiable and are set based on numerous factors, including national benchmarks, local market pricing and internal costs. If *** ****** disagrees with how the insurance processed the claims, please have her file an appeal with her insurance company as they are applying the balance towards her benefits. While we cannot adjust the balance, we have several repayment options to lessen the financial burden.
I apologize for any frustration this may have caused *** ****** and thank you for allowing us the opportunity to address her concerns. Please keep in mind that it is the patient’s responsibility to understand their insurance coverage and benefits. If I can be of any further assistance, please feel free to contact me directly at ************.
Respectfully,
Rachel K*******
Financial Ombudsman
Revenue Cycle Management, CCHS
Cc: ***** ******
Customer response
09/18/2024
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.

This response is completely unacceptable and a lie. They knew I was 'out of network' before I made the appointment. Their financial department had called me and told me that what I was told to pay was 'maximum out of pocket cost' as I was out of network so therefore considered "self pay". I was NEVER told that I would be charged an extra $300 + at the end. So are they stating that their financial department who told me that and took my payment was a liar? And I actually uploaded documented messages between their billing people and me stating I was owed a refund. So are their billers liars also?
My insurance was not supposed to pay anything so they made extra money through them also. The very reason the " No surprise act" was passed was due to health systems like these who were fleecing patients and lying to them to get them to make appointments and then charging them more on the back end. And the audacity to say that their charging patients over $600 for a 20 min telemedicine visit is based on 'market' is also a absolute lie. Medicare reimbursement in Ohio for a office visit is not even $120, so which market are they referring to?? Basically, they made almost $300 off me and don't want to refund me what is due to me and instead are making up charges to get more. They are the definition of a horrible health system whom patients need to beware off!

Regards,

*** ******
Initial Complaint
09/11/2024
Complaint Type:
Billing Issues
Status:
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.
I had the same treatment every month during a year in Cleveland Clinic and my Health Insurance company (******* ******) paid for all treatments but the last one that took place on May 15, 2024. Cleveland Clinic sent me a bill for $975.55. I called Cleveland Clinic multiple times. Every time they promised to contact ******* ****** and fix the issue but it has not been resolved and I still have the amount above due. They never called me back. I see that Cleveland Clinic does not do their business right and calling them is just waste of time. Maybe you can help me so I do not need to seek a legal help.
Business response
10/07/2024
10/07/2024

Better Business Bureau
2800 Euclid Ave, 4th Fl
Cleveland, Ohio 44115-2408
Attn: ******* ****

Complaint ID: ********

Dear *** *****

This letter is in response to the billing complaint filed by *** ****** to the Ohio Better Business on 09/11/2024 regarding the billing for his treatment completed at Cleveland Clinic.

A thorough investigation has been completed regarding the balance for the date of service 05/15/2024. When reviewed against the other monthly treatments the patient received, we found the diagnosis codes were sequenced in a different order on the claim. The diagnosis codes have been re-sequenced, and a corrected claim has been submitted that matches the previous services.

Thank you for allowing us the opportunity to address *** ******’s concerns. If I can be of any further assistance, please feel free to contact me directly at ************.

Respectfully,

***** ******
Financial Ombudsman
Revenue Cycle Management, CCHS

Cc: ******* *******
Initial Complaint
08/31/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
During a pediatrician visit for our new daughter, ****** **** ****** I declined vaccination for her, was presented with a vaccine declination form, and signed it. Upon further review, I have determined that it's not in our family's best interest to have a signature of this form on file. I spoke with the pediatrician, who told me that I didn't have to sign this declination form and that she would still keep Samara as a patient so long as she could document that she discussed the perceived risks of declining vaccines with us, which I agreed to. She said that I could contact the Ombudsman's office to get my signature rescinded. Upon contacting them, I was told that I would have to contact the Clinic's office of corporate compliance to begin this process. I've tried contacting them numerous times via phone, it has gone to voice mail, and I've never been called back. I would like to be contacted by someone so that I rescind my signature on the vaccine declination form in my daughter's file.
Business response
09/19/2024
Good Afternoon and thank you for sharing this father's concerns with the Ombudsman Department. I have contacted the patient's father regarding his challenges connecting with the Corporate Compliance. I have also submitted the father's request to be contacted to the office of Corporate Compliance. The patient's father was asked to call me back should he not receive a call from Corporate Compliance.
Customer response
09/24/2024
I still haven't been contacted by the appropriate personnel at the Cleveland Clinic. While I spoke with Keisha from the Ombudsman's office, I tried calling her today and didn't get a response, so I had to leave a message.
My issue is still outstanding.
Business response
10/08/2024
Good Morning, I am responding from the Hillcrest Ombudsman Office regarding this father's concerns. I am working with two departments within the Cleveland Clinic to understand the next steps of assistance for the patient's father. I called and left a message for him this morning and will follow up with him as soon as an update can be provided. Thank you. -Keshia
Customer response
10/15/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
My statement of revocation was placed on my daughter's file.
Regards,

****** *****
Initial Complaint
08/15/2024
Complaint Type:
Customer Service Issues
Status:
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.
On April 15, 2024, I visited the Cleveland clinic on Euclid Avenue. I drove 3 1/2 hours to see a physician assistant. He worked for a doctor/surgeon. He ordered an MRI of my shoulder and signed it. When I gave the order to the hospital in Michigan that would provide the MRI, they said it had to be signed by the doctor and not the PA. I called and asked for a new order signed by the doctor. I was told it would be to my home within a couple of weeks. it did not arrive. I called again and was told I would receive the new order. It did not arrive. I kept getting billed, but I will not pay the bill for half of a job. I called the billing office and explained to them that until I received the new MRI order so that I may continue with care, I would not pay any bill. This was months ago. I have now decided to go elsewhere for care. The Cleveland clinic did not do the whole job, they did half a job. I do not pay for half jobs. I would like them to stop billing me.
Business response
08/19/2024
Thank you for the opportunity to respond to this patient’s concern. Cleveland Clinic is committed to providing safe, quality care, treatment and services to all patients. We have reached out to this patient directly to address their concern.
We are very sorry for this patient’s apparent dissatisfaction. We have documented a formal grievance at this patient’s request, please direct them to contact our office at ************ for further discussion.
Please let me know if there is anything further needed from this office.
*******
Initial Complaint
08/12/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Since 3/5/2024 my family has had an issue with Cleveland clinic and its billing process. I have been calling since April to rectify the situation. I have had my insurer, medical mutual, send over paperwork to rectify the situation. My insurance company has spent hours on the phone with me combing over each claim to find the issue. This is is how Cleveland clinic is now “group billing” for all PCPs. The have neglected to update medical mutual with the updated credentialing (with the proper tax ID information)for group facility billing they now bill under. Medical mutual has sent over at least three written requests for updated information on credentialing, all of which has gone without a response from them. I had a three way conference call with my insurer and a Cleveland clinic representative today that ended with that representative telling me to file an appeal. An appeal for what, exactly? For them to do their job correctly? They are currently billing under the group facility: MERCY PROFESSIONAL CARE LLC with the TAXID ********* Medical mutual doesn’t have this facility or tax id number for any provider in their networks. MEANING; they either didn’t update it, it got lost, or a mixture of the two. (I’m being gracious here). For Dr Karin R**** and Joshua F*** they have the following facility information: **** ******* ****** with a tax ID ********* Account numbers: *********** dos 3/28/24, 6/28/24, 8/12/24 E140456***** dos 3/5/24, 6/6/24 ************ dos 3/5/24 ************ dos 3/28/24, 6/28/24 all are being billed with the incorrect facility ID. Since medical mutual does not have whatever tax ID credential they are billing under it’s coming up as an out of network facility. We, me and medical mutual, need the group llc tax id updated information sent to medical mutual for this to be billed to me appropriately. They have sent me bill after bill and are now threatening collections (claiming I owe 2,479$). ******* *******.
Business response
08/19/2024
08/19/2024

Better Business Bureau
2800 Euclid Ave, 4th Fl
Cleveland, Ohio 44115-2408
Attn: ****** *******

Complaint ID: ********

Dear *** ********

This letter is in response to the billing complaint filed by *** ******* to the Ohio Better Business on 08/12/2024 regarding the Tax ID billed on services completed for her and her family at Cleveland Clinic Mercy.

A thorough investigation has been completed based on *** *******’s concern regarding the incorrect Tax ID and National Provider ID that were billed for multiple services for *** ******* and her children: ***** **** *** ****. Upon review, the issue was found on the claims for the providers: Joshua F*** APRN and Karin R**** MD. The dates of service that are affected are no longer showing as patient responsibility, as this may take some time to be corrected. The claims are currently in the process of being updated. Once updated, the corrected claims will be sent to Medical Mutual for processing based on the patients’ benefits. When the new explanation of benefits are received from Medical Mutual, we will then bill the patients’ accordingly, if a balance is due.

Thank you for allowing us the opportunity to address *** *******’s concerns. I will continue to monitor the patients’ accounts until the issue is resolved. If I can be of any further assistance, please feel free to contact me directly at *************

Respectfully,

Emily P*****
Financial Ombudsman
Revenue Cycle Management, CCHS
*** ******* *******
Customer response
08/20/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

Krystle G******
Initial Complaint
08/06/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My husband was admitted to the Cleveland Clinic on 6/19/2024 and died at the Clinic on 7/4/2024. I tried multiple times in the past month to login to my husband's MyChart account to get his balance due but the Clinic immediately locked his account when he died. Instead of sending an invoice to my husband's address, the Clinic automatically turned his account over to an aggressive debt collector (DCM Services) less than 3 weeks after my husband died. We have a good history with the Clinic of paying our medical bills on time, so in my opinion, it is despicable that the Clinic turned my husband's account over to this aggressive debt collector without making any effort at all to send an invoice to our house. On top of just getting my husband buried and dealing with my grief, I am now forced to deal with this nasty debt collector. This is unacceptable.
Business response
08/14/2024
Need help paying your medical bills? Call ************ or go to
******************************* for information on our financial assistance policy.
August 14, 2024
Better Business Bureau
2800 Euclid Ave, 4th FL
Cleveland, Ohio 44115-2408
Attn: ****** *******
RE: Complaint ID# ********
Dear ******,
This letter is in response to the billing complaint filed by **** ******, to the Better Business Bureau on 08/06/24. I would like to first offer my sincere apologies for any frustration this may have caused **********.
The root cause of her complaint is when *** ****** passed away, his account was placed with our deceased account vendor DCM. When DCM contacted her, she felt they were aggressive in trying to collect payment on the patient’s account.
On behalf of the Cleveland Clinic, I want to extend my sincere condolences for Mrs. ******** loss. A thorough investigation has been completed on the concerns mentioned in her complaint. I have removed *** ******’s account from DCM, they should no longer be contacting **** ******* Moving forward, paper bills will be sent to the ******** address on file.
I thank you for allowing us the opportunity to address Mrs. ******** concerns. If I can be of any further assistance, please feel free to contact me directly at ************.
Respectfully,
****** *******,
Financial Ombudsman
Revenue Cycle Management, CCHS
Cc: **** ******
Customer response
08/15/2024
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 still do not know the amount due because I have not received an itemized bill from the Cleveland Clinic. I first contacted the billing department on August 6th and was told they would send an itemized bill. After I filed a complaint with the BBB, ****** ******* contacted me and she indicated she would ensure that an itemized bill would be mailed to me. It has been 9 days since my first contact with the Cleveland Clinic billing department and I still have not received an itemized bill. I sure don't want to be referred back to a debt collector through no fault of my own.

Regards,

**** ******

Customer response
08/23/2024
On August 21st, I did finally receive an itemized bill. However, when I compare this bill with the EOB statements received from ****** insurance, it appears that there are possibly additional charges that are not included in the itemized bill I received. Is it the intent of the Cleveland Clinic to send another itemized bill with these additional charges? If so, when should I expect to receive it? I would also appreciate notification when ****** account balance is $0.
Business response
08/30/2024
August 30, 2024
Better Business Bureau
2800 Euclid Ave, 4th FL
Cleveland, Ohio 44115-2408
Attn: ****** *******
RE: Complaint ID# ********
Dear ******,
This letter is in response to the rebuttal filed with your office by **** ******.
The itemized statement that **** ****** received, was for charges that are finished processing with insurance.
Without knowing the specific dates of service being requested, I would not be able to provide itemized statements.
It was also requested by **** ****** to receive notification that her husband has a zero balance. Unfortunately, a statement will only generate if a patient owes a balance to the Cleveland Clinic. If **** ****** would like to make the payment over the phone with me, I would be happy to provide her a reference number and verify that her husband has a zero balance.
I thank you for allowing us the opportunity to address Mrs. ******** concerns. If I can be of any further assistance, please feel free to contact me directly at ************.

Respectfully,
****** ********
Financial Ombudsman
Revenue Cycle Management, CCHS
Cc: **** ******
Customer response
09/03/2024
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.

Rachel indicated she needs the dates of service; as mentioned in my original complaint, the dates of service are 6/19/2024 - 7/4/2024. After I received the first itemized bill dated August 13, 2024 with a due date of September 3, 2024, I made an electronic payment on August 26th of $1941.96. When will I receive another itemized bill?

Regards,

**** ******

Business response
09/11/2024
September 11, 2024
Better Business Bureau
2800 Euclid Ave, 4th FL
Cleveland, Ohio 44115-2408
Attn: ****** *******
RE: Complaint ID# ********
Dear *******
This letter is in response to the rebuttal filed with your office by **** ******.
As requested, the itemized statement for dates of service 6/19/2024-7/4/2024, has been sent to the ******** address on file. The itemized statement will include Mrs. ******** payment of $1,941.96 made on 8/26/24.
I thank you for allowing us the opportunity to address Mrs. ******** concerns. If I can be of any further assistance, please feel free to contact me directly at ************.
Respectfully,

****** ********

Financial Ombudsman
Revenue Cycle Management, CCHS
Cc: **** ******
Customer response
09/20/2024
Better Business Bureau:

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

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

Regards,

**** ******

Customer response
09/20/2024
RECEIVED VIA EMAIL BY BBB STAFF MEMBER:
*******

I finally did receive the itemized bill from the Cleveland Clinic on September 18th and authorized an electronic payment to be issued to the Clinic on Monday, September 23rd for the amount the latest statement indicates is outstanding. However, when I compared this latest itemized bill to the EOB statements I received from ****** insurance company, it appears there may still be further charges not reflected on this latest itemized bill. I'd like to receive notification from the Cleveland Clinic that either all charges have been paid; or further charges are pending, the amount, and when the next itemized bill will be presented.

Until I receive notification from the Cleveland Clinic that all charges have been paid in full, I won't authorize the closing of this complaint. The reason for this is because I don't want this account to be turned back over to a debt collector as part of the Clinic's poor practice of doing so for deceased patients. I very much appreciate the Cleveland BBB's efforts on my behalf to get this issue resolved.

Regards,
**** ******
Initial Complaint
08/05/2024
Complaint Type:
Billing Issues
Status:
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.
My visit was with the gastroenterology department on June 21st 2024. I did the pre-check-in online prior to my appointment. At the time of pre-check it was clearly posted on Cleveland Clinic's MyChart that the co-payment was to be $35 as described on my health insurance plan with *****. Sometime later I received a hospital bill for $226.30. I did not visit the hospital but the clinic professional service offices in Building A, or the 2950 building. At time of my appointment I paid the expected $35 as required under my insurance plan. I was not notified of any additional fees or charges either at the pre-check in or at the time of service. There were no disclosures other than a surprise charge several weeks later which in my mind should be illegal due to the lack of disclosure and transparency. I have never ever been billed” facilities charge” for an office visit. I was under the impression that “facilities charges” were for hospital related services. No procedures were done other than the routine weigh-in and blood pressure checks, no hospital visit. My wife and I have been patients at Cleveland Clinic for the past 8-9 years. We have had office visits with orthopedics, endocrinology, neurology, dermatology, and gastroenterology and never have had “facilities charge” assessed. I have been very upset since because this would mean that I will need to find another medical provider for my my family and myself that is not abusive, dishonest, and unethical with their patients as Cleveland Clinic has turned out to be. Both my wife and I have our PCP at Cleveland Clinic and it is distressing that now I have to shop for another PCP and other specialists since this facility charge puts Cleveland Clinic out of consideration for future medical care. I seek resolution to this issue by having my account adjusted for the undisclosed facility charge.
Business response
08/08/2024
August 8, 2024
Better Business Bureau
2800 Euclid Ave, 4th FL
Cleveland, Ohio 44115-2408
***** ****** *******
RE: Complaint ID# ********
Dear ******,
This letter is in response to the billing complaint filed by **** ****, to the Better Business Bureau on 08/05/24. I would like to first offer my sincere apologies for any frustration this may have caused *** ****.
The root cause of his complaint was that *** **** states the Cleveland Clinic is charging him a facility fee for his recent visit with APRN Christina F*****. He also believes he should only owe his copay, as he did not have a procedure done.
A thorough investigation has been completed on *** ****’s financial concerns mentioned in his complaint. I reviewed the account in conjunction with the medical records associated with the services rendered from June 21, 2024, below are my findings:
Facility charges:
Cleveland Clinic's hospital outpatient areas and throughout our Family Health Centers, are classified as hospital outpatient facilities. This classification started on March 1, 2009, for Main Campus and Family Health Centers. Provider-Based Billing status is determined by the Centers for Medicare and Medicaid Services and means that the clinic functions as an extension of its respective hospital. Provider-Based Billing insures more appropriate reimbursement for physicians and facilities allowing us to maintain excellent care. Our patient bills include two separate charges - one for the healthcare provider fee and one for a facility or technical fee to partially defray the costs of providing non-physician staff, equipment, supplies, etc. Our goal is to be transparent with our patients and what their costs may be when they receive their care from us.
·         June 21, 2024, Hospital services (Reference # ***********): The Cleveland Clinic submitted the claim to ***** for the facility charge in the amount of $293.00. ***** sent the Cleveland Clinic the explanation of benefits on July 8, 2024. Per explanation of benefits, ***** paid $0.00 and applied a contractual adjustment of $66.70, leaving $226.30 as patient responsibility as a deductible.
·         June 21, 2024, Professional services (Reference # ***********): The Cleveland Clinic submitted the claim to ***** for the visit with APRN Christina Freese, in the amount of $336.00. ***** sent the Cleveland Clinic the explanation of benefits on July 1, 2024. Per explanation of benefits, ***** paid $60.94 and applied a contractual adjustment of $240.06. Patient paid $35, leaving $0.00 as patient responsibility.
Thank you for allowing us the opportunity to address *** ****’s concerns. Please keep in mind that it is the patient’s responsibility to understand their insurance coverage and benefits. If I can be of any further assistance, please feel free to contact me directly at 216-445-9020.

Respectfully,
Rachel K******,
Financial Ombudsman
Revenue Cycle Management, CCHS
Cc: **** ****
Customer response
08/10/2024
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.

The charges being disputed are arbitrary since these charges have not been applied until June 21st, 2024, in spite of Cleveland claiming that this has been the procedure since 2009. This response is unacceptable.

Regards,

**** ****

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