Business Profile

Hospital

Cleveland Clinic Foundation

Complaints

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

Customer Complaints Summary

248 total complaints in the last 3 years.
80 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/27/2025
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.
On January 17 2025 I went to Cleveland Clinic for an evaluation of my achilles tendon. We were sure to seek someone in network. They billed me out of Network fees. We had them speak to our Insurance company countless times and countless hours. They provided proof they acknowledged it was in Network as obvious by the green check mark that clearly states it. As well as several other modalities tax ID etc.
My husband called I called . On the phone for hours. They continually assured us this would be resolved.
I saw them as well for a follow up on March 19 2025. The same thing happened. My Insurance company told me I owed $00 something and I paid that. They told me not to pay anything else.
I am continually harassed by them to pay over a thousand dollars which I do not owe.
I will upload all the documents with exact figures
Business Response
Date: 07/30/2025
July 30, 2025

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

Complaint
Number: ********

Dear ****

This letter is
in response to a complaint from Mary Mattingly, filed in your office on July 27,
2025. This was sent to the Financial Ombudsman department to review and respond
back to you.

The
root cause of his complaint is the patients’ current account balance. I have
spoken with United Health Care, and the claims for January 17,2025, and March
19,2025, are being reprocessed. Once the updated explanation of benefits are
received, the patient’s responsibility will be revised accordingly.

Should
Mrs. Mattingly have any further questions she may contact me at *************

Respectfully,

***** **
Revenue
Cycle Specialty & Market Support Services
Customer Answer
Date: 07/30/2025
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 BBB.
The root of the problem, is that Cleveland Clinic refuses to resolve an error they made and created. there is no adjustment needed! It has been repeatedly explained. They are refusing to acknowledge I am in network. it has been proven multiple times. They billed an XRAY in network tax ID same . Then when United HealthCare pointed this out, they refused to acknowledge it. Multiple times, multiple hours on the phone with them. My insurance company , myself and my spouse as a physician himself.

Regards,

**** *********
Initial Complaint
Date:07/21/2025
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.
Greetings:
I have been a patient of Cleveland Clinic since 2009. Lately they started overcharging for all Annual office visits.
1. I have 4 Annual Check Ups: PCP, Oncology, Rheumatology, Gynaecology. I usually pay$50 (Billing Doc attached) copayment. This year, they decided to add $46 for no reason. I called the ********* **** ************** they advised to call Cleveland Clinic as it is Coding Issue.
* I called Cleveland clinic billing: ************ Who advised that $50 copayment + 46.71 (Facility Fee !!!!!! is added) which I never had to pay before during my 16 years as a patient of Cleveland.
2. Rheumatology: usually as for Preventive Bone Density Test, which I never had to pay for it. When I called the i******** ***** they said there is a bill in process for the Bone Density.

** I pay $109 every pay check for the Health Insurance even though our salaries were reduced by 1/3 since March 2025. I can barley pay my copayment and I can't afford anything else let alone OVERBILLING !!!! PLEASE ASSIST!
Business Response
Date: 07/25/2025
July 25, 2025
Better Business Bureau
2800 Euclid Ave, 4th Fl
Cleveland, Ohio 44115-2408

Attn: ***** *******

Complaint Number: ********

Dear ***** *******,

This correspondence is in response to the complaint filed
by ***** ***** with your office on 7/21/2025. The matter has been referred to
the Financial Ombudsman Department for formal review and adjudication, and a
response will be issued accordingly.
The patient has been contacted twice by phone, but both
calls were routed to voicemail without the opportunity to speak directly. As a
result, a formal letter detailing the explanation of the charges will be mailed
to the patient’s address on file.
Please let me know if there
is any further needed from this office.
Respectfully,
**** **
Financial
Ombudsman, Patient Financial Experience
Revenue
Cycle Specialty & Market Support Services

*** ****** *****
Initial Complaint
Date:06/27/2025
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.
I visited the plastic surgery clinic on June 13, 2025 prior to my appointment. I emailed and I spoke to a representative where I expressed that I wanted to make an appointment for Botox maybe some filler when I arrived they took a $300 payment from me before I was seen which was fine I have visited this exact place once before and was aware that’s what they do what I was not made aware of is that they are no longer providing Botox. I had this appointment scheduled for about five months upon arriving, I was not told that they were no longer doing Botox nor did I ask because this was never a problem at my first appointment. I just would figure if you look at my chart and see what Ihad last time or refer to my emails. They would’ve seen that I was there for mainly Botox, I had to take a half a day off work. I mentioned a refund but the resident didn’t know anything about that type of stuff and that she wasn’t sure that I could get arefund. I ended up getting .5 filler on the sides of my nose. I feel like the only reason why they did that is because they were out of Botox I made disappointment with the clinic because it saves me money and the resident gets to learn their study of practice, had I have known ahead of time they were out of Botox. I would’ve canceled my appointment that .5. A filler ended up costing me $900 the day $300 that they took from me the half a day I had to take off of work, the gas, the parking I could’ve went close to home on a day off for less than that this is ridiculous and that was false advertising and I’m highly disappointed and I have reached out to Cleveland clinic and have yet to receive a reply I honestly feel robbed the resident said that they’ve been telling the receptionist to let people know, but I guess they’re not so I had to pay for it
Business Response
Date: 07/16/2025
The Ombudsman Department has reached out to the patient to further assistance with Grievance and concerns have been shared with the appropriate leadership.
Initial Complaint
Date:06/10/2025
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.
Business separated out charges for same office visit on May 26, 2025, which insurance advised should have all been one claim - they just did this to make more money from the insurance company and me. It’s is fraudulent and inconsistent billing practices. Last fall, they included services in same claim and now separating them out to make more money. Additionally, last fall, they charged my insurance and me for an unnecessary procedure for my son’s visit on Oct. 28, 2024, and also changed two charges for the same office visit,
I spent 2 hours on hold and talking to the supervisor in billing today to no avail. They offered me a payment plan which I did not need, and did not address my concerns at all about their billing practices!
Business Response
Date: 06/24/2025
Date: 6/24/2025

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

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

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

This
correspondence is in response to the complaint filed by ***** ***** with your
office on June 10, 2025. The matter has been referred to the Financial
Ombudsman Department for formal review and adjudication, and a response will be
issued accordingly.

Thank you for
bringing this matter to our attention. Cleveland Clinic takes customer concerns
very seriously and strives to provide the highest level of service and support.
We appreciate the opportunity to address the issues raised in the complaint
submitted, we will reach out to the complainant directly to address their
concerns.

Please
let me know if there is anything further needed from this office.

Respectfully,
*********** **
Revenue
Cycle Specialty & Market Support Services

**** **** ****** **** ******* ****** **** ************ ** ** ** ******************************* *** *********** ** *** ********* ********** *******
Initial Complaint
Date:06/10/2025
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've been in touch with Indian River Cleveland clinic Memorial Hospital for over a month now waiting for an itemized bill that I need for my ****** ** ***** insurance policy.
They keep putting me off and telling me that they sent it out which is a lie I can't keep calling him I'm getting nowhere can you please help me
Business Response
Date: 06/16/2025
Good Afternoon,
I have spoken with Mrs. ******* ******* I have sent her the Itemized bills that she was requesting. Sent this via USPS Mail.
Thank you,
****
Initial Complaint
Date:06/04/2025
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.
I received a letter from Cleveland Clinic (************* *or a balance of $995.53 that they have now sent to a collection agency. I was advised by ********* my 911 Insurance manager for 911 related issues, that Cleveland Clinic accepted the ******** agreement and was not to bill any additional payments to me. This is a Government Program and it is illegal to bill patients.
This is an ongoing dispute between ******** and Cleveland Clinic but has now accelerated to harrassing phone calls from a collection agency ********** **** ******* ***** ************* today at 8:40am.
A letter was sent to my address however I cannot locate the letter from the collection agency. Either I destroyed it or my cleaning person threw it away by mistake.
I have a great credit rating and have never not paid my bills and this is really disturbing to have to deal with this due to my medical condition.
This is an ongoing issue with ******** and Cleveland Clinic with both parties advising me to disreguard any bills I receive and it is now in the hands of a collection agency.
I would really appreciate anything you can assist in doing to settle this one and for all.
Thank you
****** ******
Business Response
Date: 06/19/2025
Date:6/19/2025

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

Complaint
Number: ********

Dear Ms.
********

This
correspondence is in response to the complaint filed by Gerard Schell with your
office June 4, 2025. The matter has been referred to the Financial Ombudsman
Department for formal review and adjudication, and a response will be issued
accordingly.

Thank you for
bringing this matter to our attention. Cleveland Clinic takes customer concerns
very seriously and strives to provide the highest level of service and support.
We appreciate the opportunity to address the issues raised in the complaint
submitted, we will reach out to the complainant directly to address their
concerns.

Please
let me know if there is anything further needed from this office.

Respectfully,
*********** **
******* ***** ********* * ****** ******* ********

Need help paying your medical
bills? Call ************ or go to ******************************* for
information on our financial assistance policy.
Initial Complaint
Date:05/31/2025
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.
05-30-25 fairview hospital er lobby floor .
As xray of hip back , patients clothes where changed for er issued robe . Finishing xray patient wheeled in chair to out side lobby and notified that sitting was to pain full , with no available beds .patient laid down on floor for comfort due to pain .several individuals came back to patient and started complaining that the floor is dirty and one can not lay on floor .patient struggled to stand and squeezed through half dozen nurses and proceeded to leave the facility .

And the rest of the story is ? Malpractice !
Business Response
Date: 06/04/2025
The patient shall be contacted in order to acquire further details and therefore allowing us to fully investigate the matter, escalate the concerns, and file the necessary grievances. The patient shall be provided an outcome and a grievance letter upon conclusion.
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 ***** *********

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Cleveland Clinic Foundation

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