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
- 257 total complaints in the last 3 years.
- 84 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/02/2025
Type: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 May 23, 2025, I had my annual women’s health visit at Cleveland Clinic, **** **. *****, FL, conducted by ***** *******, Nurse Practitioner. When I reviewed my results, I noticed that the HPV test was missing from the cervical screening report. I had to follow up myself to identify this omission. Ms. ******* failed to recognize that the contracted lab did not perform the ordered HPV test billed to my insurance. I continued to follow-up and was told the lab disposed my sample without performing the test.
I contacted Cleveland Clinic via MyChart, and Mr. ***** ******, Director of Safety and Quality, personally called me and assured me the issue would be resolved by redoing the test at no cost. On July 30, 2025, I returned to Cleveland Clinic to provide a new sample. On or about August 13, 2025, I received a bill from ***** *********** for the repeat test. I contacted ***** directly and their representative noted my dispute of the bill and explained the Cleveland Clinic physician had me as the “bill to” party. That same day, I interacted with Cleveland Clinic about the ***** bill through MyChart, stating that Cleveland Clinic was responsible for payment, referencing my conversation with Mr. ***** ******. The responses deflected responsibility back to *****. I then submitted the ***** bill to the physician (Dr. *********) who ordered the repeat test, again, referencing Mr. ******** assurance and the internal Cleveland Clinic email confirming I would not be responsible. I noted as well, had the Cleveland Clinic contracted lab not mishandled my initial test, I would still have insurance coverage for the necessary follow-up procedure recommended Dr. *********.
On August 14, 2025, I was told the ***** invoice had been escalated to Cleveland Clinic’s coding manager for review, with a promised response in 7–10 business days. Despite this acknowledgment, nothing has been resolved. ***** contacted me October 1 for payment of the bill.
Business Response
Date: 10/08/2025
10/08/2025
****** ******** ******
**** ****** **** *** **
********** **** **********
***** *** *****
Complaint Number: ********
Dear *** *****,
This correspondence is in response to the complaint filed by Ms.
****** with your office on 10/02/2025 concerning financial matters related to
her account. The matter has been referred to the Financial Ombudsman Department
for review and to respond back.
Please note, we take all concerns raised through the Better
Business Bureau seriously and are committed to addressing this matter promptly
and thoroughly. Our team is currently conducting a detailed investigation, and
we will ensure a formal resolution is provided in a timely manner back to Ms.
****** on the result of our review.
We appreciate the opportunity to resolve this issue. Should any
further documentation or clarification be required during this process, please
do not hesitate to contact us.
Please let me know if there is anything further needed
from this office.
Respectfully,
***** *
Financial Ombudsman
Revenue Cycle Specialty & Market Support ServicesInitial Complaint
Date:09/29/2025
Type: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.
After years of treatment at Cleveland clinic I found myself out of network with them this year with new insurance. My primary’ Doctor’s office wanted my cardiac status update as **** ******* used to send to my primary’s office after every visit until she retired a few years ago. ****** replacement stopped all status letters once she took over. So therefore my primary doctor’s office has been blinded by this with no direction to treat certain conditions that interact with my cardiac condition. ******* messages show when I message my cardiac doctor his advanced practice nurse actually advises me to find “ a new primary doctor”. Because as she thought asking questions about my condition must have been too much to ask. As a patient I pay thousands of dollars to be seen by cardiac at Cleveland so a simple medical question is either unanswered or replied by Dr ******* nurse as “find a new primary.” This happened recently when my primary asked if I could undergo ketamine treatment. Dr. ******* nurse responded with “follow with primary”. Well that’s who was inquiring about my cardiac condition. Seeing this paradoxical statement, I contacted the Cleveland clinic’s ombudsman’s office. The ombudsman’s office recommended since ***** wouldn’t send my clearance letter to my primary to “request my medical records”. Not telling me I would be charged for what’s mine. Today, I received my medical records in a disc. With a invoice statement for this. The ombudsman’s office should have informed me of the charge. It’s clear Cleveland’s new president learned after spending time in Dubai around all those ******* models who live in Dubai, that people have to “pay to play.” So anytime you ask Cleveland for anything people have to pay up.
This all could have been avoided if Dr. ******* nurse would have taken the time to send follow up letters to my primary care office. I will also file with the board of nursing against this advanced practice nurse for not providing proper medical support.Business Response
Date: 09/30/2025
Thank you for bringing this matter to our attention.
The Ombudsman Office did meet with the patient and explained the complexity of his clinical situation in detail. Education and relevant information were provided during the discussion. When the Ombudsman last spoke with the patient on September 10, 2025, the patient expressed appreciation for the outcome and indicated no desire to pursue further escalation, demonstrating understanding of the resolution.
Nonetheless, the patient was given the Ombudsman Office contact information should any additional concerns arise in the future.
Regarding billing for medical records, the Ombudsman Office does not determine or manage billing thresholds. For specific inquiries related to medical record charges, we recommend contacting the Medical Records Department directly.
We remain committed to supporting patients and addressing concerns in a respectful and transparent manner.Customer Answer
Date: 09/30/2025
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.
1.) the response did not address I was not informed on the payment.
2.) does not provide response to the contradicting statements put out by the cardiacs office.
3.) of course I was respectful as the bbb does not accept disrespectful comments.
4.) I have no recourse than to move forward with the board of nursing complaint.
thank you
Regards,
******* *******
Initial Complaint
Date:09/13/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been dealing with daily migraines for 3 months straight and have been trying to get into see a migraine specialist for a second opinion, they couldn’t get me in any sooner than November. When I told them how much pain I’ve been in and didn’t think November was an appropriate time to wait for an appointment they did nothing. I spoke to ombudsman who filed a complaint, but again, I’m in pain and need help. Nobody seems to want to
Help me, and it’s very frustrating. I spoke to the office above ombudsman who wasn’t willing to help either. You would think a world renowned hospitals first priority would be patient care. I’ve worked in healthcare for 35 years and unfortunately I’ve seen a lot of changes. It’s become way too corporate and the first priority is no longer Patient care, it’s making money, and that’s very sad to me. All I’m hoping for is an earlier appointment to try to get some quality of life. But maybe Cleveland clinic isn’t what it used to beBusiness Response
Date: 09/16/2025
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.
Please let me know if there is anything further needed from this office.Initial Complaint
Date:08/29/2025
Type: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 went to Cleveland Clinic in ********** for a general office visit for sciatic back pain. When I got there I was handed a clipboard with paperwork and told I HAD to fill it out first. This paperwork ended up being a questionnaire about mental health. With no further information given, I figured this was part of my standard patient paperwork. I never discussed this questionnaire with my doctor during the visit or anything regarding mental health. A few weeks later, I get a bill for $132 for this questionnaire. Cleveland Clinic billed this as a screening for depression and anxiety as a partial hospitalization charge, which my insurance does not cover. I don’t have a history of depression. I was not there for depression. I did not approve this. I was not told this would be billed separately from my office visit paperwork, which is covered by my insurance. I feel scammed and taken advantage of. I tried to talk to customer service and they will not help. They just keep saying that this is how they bill it and I have to pay. They also billed me $139 for facility charges when I never even sat on the exam table. The doctor saw me for maybe 15 minutes. The sad part is, I went there for sciatic pain. I’m only 33 and am at the point where I can barely sit or walk and am in excruciating pain most of the time. I was hoping Cleveland Clinic could help me. I got a referral for PT but I’m too scared to go because of the surprise charges and hidden charges they may bill my insurance for that it doesn’t cover and I can’t afford. I’m disappointed in Cleveland Clinic and upset that they would take advantage of patients like this.Business Response
Date: 09/12/2025
September 11,
2025
****** ******** ******
**** ****** **** *** **
********** **** **********
***** ***** ****
Complaint
Number: ********
Dear Ms.****,
We are writing
in response to the complaint submitted to your office concerning financial
matters related to ******* *****. We take all concerns raised through the
Better Business Bureau seriously and are committed to addressing this matter
promptly and thoroughly.
Our team is
currently conducting a detailed investigation, and we will ensure a formal
resolution is provided in a timely manner.
We appreciate
the opportunity to resolve this issue and will provide updates as the review
progresses. Should any further documentation or clarification be required
during this process, please do not hesitate to contact us.
Respectfully,
**** *
Revenue
Cycle Specialty & Market Support ServicesCustomer Answer
Date: 09/19/2025
I haven't received an explanation yet from Cleveland Clinic. Their response to BBB was that they are looking into it. Please do not close this case.
Business Response
Date: 09/24/2025
Date 09/23/2025
****** ******** ******
**** ****** **** *** **
********** **** **********
***** *** *****
Complaint Number: ********
Dear Ms. *****
This letter is in response to
a complaint from ******* * *****, filed in your office on 08/29/2025. This was
sent to the Financial Ombudsman department to review and respond back to you.
Patient Screening and Insurance Update
This patient was presented to our facility as
a new patient. In accordance with Cleveland Clinic guidelines, we conduct
screenings on all new and existing patients to support comprehensive care. The
patient completed and responded to all questions related to screenings for
depression and other mental health and behavioral disorders.
While these screenings are not mandatory,
they are highly recommended to ensure we provide thorough and holistic patient
care.
Please note that the insurance company
applied a balance of $153.20 toward the patient's deductible for these services.
Should Mrs. ***** have any further questions she may contact me at the phone number listed below.
Respectfully,
**** *
********* *********
************
Revenue Cycle
Specialty & Market Support Services
*** ******* ** *****Initial Complaint
Date:08/19/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am a relatively new patient to Cleveland Clinic and am appalled by their billing practices. In May, I received a bill for $*** after receiving a routine PAP exam in April. This is standard preventive care that supposed to covered by insurance. However, the medical coder at Cleveland Clinic apparently included a code "G2211" in my records for the visit, which I've found out is an "add-on code used to reflect the complexity of office/outpatient evaluation and management (E/M) visits." This is completely inaccurate coding for what my visit entailed, and thus, resulted in my insurance claim being denied. Yet, I have called Cleveland Clinic multiple times about this bill since May, asking them to please put it into coding review. Each time I speak to a representative, they tell me they are "still waiting for insurance to provide an explanation of benefits" and they tell me I need to wait until they sort it out with insurance to put the bill into coding review. Well, I have spoken with my insurance multiple times, and my insurance has very clearly stated the claim is denied - pure and simple - and that the $*** is what I owe as "self-pay." I cannot understand what Cleveland Clinic is waiting for to put the bill into review, and I am never able to get a more detailed explanation from the representative, and they do not allow me to speak to a supervisor when I ask to escalate this issue further. It is now late August, and there is no resolution in sight for this issue. This is incredibly frustrating and stressful, and not the way a health system should be treating its patients.Business Response
Date: 09/30/2025
09/30/2025
****** ******** ******
**** ****** **** *** **
********** **** **********
***** ***** **
Complaint
Number: ********
Dear *****,
This
correspondence is in response to the complaint filed by ******* ***** with your
office on August 19, 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 have reached out to this patient directly to address their
concern. Please let me know if there is anything
further needed from this office.
Respectfully,
*********** **
Revenue
Cycle Specialty & Market Support ServicesCustomer Answer
Date: 09/30/2025
Better Business Bureau:
I
spoke with the financial ombudsman for Cleveland Clinic via phone on September 30th at
3:56pm. The ombudsman stated that Cleveland Clinic reviewed the disputed bill’s
visit notes and coding, and determined the visit notes/billing were/was
incorrect and incomplete. Accordingly, the entire visit bill was cleared, and
all charges were removed from my account. I appreciate the efforts taken by Cleveland
Clinic to resolve this matter. I have reviewed the response provided by the business regarding complaint ID ********, and I find the resolution is satisfactory.
Regards,
******* *****Initial Complaint
Date:08/15/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I went in for my yearly medicare wellnes visit on April 9th 2025 at the primary care facility in ***** ****. I have gone to the same office for this visit since I have been on medicare. This visit has always been covered 100% by medicare. This year the office billed me not only for the wellness visit but also for a wellness exam 65+. The charge for the wellness exam is $721.00. Medicare denied this charge as an uncovered physical examination. There was nothing different about my visit this year than in years past and I do not feel that I should pay this charge. I spoke to customer service on 6/16, 7/14, and 8/11. On 6/16 I was told that the bill would be sent to coding for review. On 7/14 I was told the claim was still under review and that I did not have to make payment until I received a letter from coding. On 8/11 after receiving a past due notice I was told it was still under review and that they would notify me when it was complete and that the bill would not be considered delinquent until the review was done. ON 8/13 I received an email letter from coding stating that all information give be my provider was correct. If I am responsible for the balance of $721.00 let me know and I will pay it but I do not feel this is a reasonable charge for a 40 minute office visit that was paid in part by medicare. Thank you for your time; ******* *********Business Response
Date: 08/28/2025
8/28/2025
Better Business
Bureau
**** ****** **** *** **
********** **** **********
***** ***** **
Complaint
Number: ********
Dear *****,
This
correspondence is in response to the complaint filed by ******* ********* with
your office on August 15,2025. 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 any further
needed from this office.
Respectfully,
*********** **
Revenue
Cycle Specialty & Market Support Services
*** ******* *********Customer Answer
Date: 08/29/2025
[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 provided by the business regarding complaint ID ********, and I find the resolution is satisfactory.
Regards,
******* *********Initial Complaint
Date:08/07/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a $776 bill with Cleveland clinic. I’ve made $50 payments on this bill but Cleveland clinic has sent it to collections because I did call them and sent up a payment plan with them instead I was just paying payments. Cleveland clinic states their policy is they send out four statements and if the bill isn’t paid then they send it to collections. For one Ididn’t agree to that just because they have a policy doesn’t mean that other people agree with it that being said I have given them money in their own words. If I would’ve formally set up a payment plan it would’ve been OK to make monthly payments like that, but because didn’t formally set up a payment plan it’s not OK on top of that. The law states that a medical facility cannot force you to paya bill Monthly higher than what you can’t afford which Cleveland clinic is telling me that if they can get the bill back from collections if they it to come back from collections that I will have to pay $120 a month because that’s the timeframe that they allow People to make a payment on. That $120 a month is more than I can afford, which goes against what the law states. Cleveland is not the only entity I owe medical bills too within the last year. I’ve had $3000 worth of medical bills and I’m trying to payon every one of Them in Cleveland clinic is not the only one that is getting paid money. Cleveland clinic has got thousands of dollars from my insurance company andthey are worried about me paying back a measly $776 in a six month time frame. This is just sick because if they’re doing this to they’re doing this to other people who can’t afford high medical cost eitherBusiness Response
Date: 08/13/2025
****** *** ****
****** ******** ******
**** ****** **** *** **
********** **** **********
***** ***** ****
Complaint Number: ********
Dear *****,
This correspondence is in response to the complaint filed by ******* ** ****** **
with your office on 08/07/25. The matter has been referred to the Financial
Ombudsman Department for formal review and response.
Thank you for the opportunity to respond to this patient’s financial concern.
Cleveland Clinic is committed to providing quality care, treatment and services to
all patients. We have reached out to this patient directly to address their concern.
I am working with the appropriate departments within the Cleveland Clinic to
understand the next steps of assistance for the patient.
Please let me know if there is any further needed from this office.
Respectfully,
***** **
Financial Ombudsman
Revenue Cycle Specialty & Market Support ServicesInitial Complaint
Date:08/06/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On date of service 7/15/25 I was charged $400. For prior appointment 6/26 I was given an copay estimate of $400 (appeared 3X, boldface). The printout for the appointment 7/15 states "You will be asked to pay ... copays, deductibles, and coinsurance at the time of your visit." When I went for the appointment, I paid $400 on a credit card. Both the insurance company & CCF now agree that the correct amount for the claim due from me is $110. I called & spoke with a CCF billing representative 7/28 because I was sent a bill for $40 in error for the 6/26 appointment. I paid the $40 copay at the time of service & the check cleared before I got the bill. During this call, I asked about the $290 difference between what I was charged for 7/15 & what I really owed. I asked for my card to be credited back, but the representative told me that could not be done, and that a papr check would be mailed in 60 days. This is unacceptable, most merchants even have a policy that amounts refunded will be in the form of original payment. Icalled both my insurance company & CCF again on 7/30. There were a total of three claims submitted by CCF, with total patient responsibility of $110. The CCF representative 1st told me I had a balance of $100 owed! Then she saw I already paid $400 but it was not credited to my account. I told her I would dispute the charge with **** for $290 excess. In nearly 40 years of having credit cards, I have never followed through with a dispute, and I hope this can be resolved so that a chargeback does not occur. Finally, I've been asked to sign a form with a laundry list of "facility charges" additional to the appointment each time I went to the CCF/AGMC ** ******** **. office. I should not have to sign it, I have an **** plan with in-network contracted copays. When I went to the ******** office for a follow appointment, I was not asked to sign this form. I had appointments & surgery done at the Fairlawn office & was never asked to sign that form.Business Response
Date: 08/21/2025
August 20, 2025
Better Business
Bureau
**** ****** **** *** **
********** **** **********
***** ****** *******
Complaint
Number: ********
Dear *** ******,
This letter is
in response to the complaint filed by ******* ****** with your office on August
6, 2025. The matter has been referred to the Financial Ombudsman Department for
formal review and adjudication.
A thorough
investigation has been completed on Mr. ******** account. Per my review, Mr.
****** did make a $400.00 payment on the date of service July 15, 2025, for
services related to a biopsy. On July 30, 2025, Cleveland Clinic received an
explanation of benefits from his insurance provider ***** advising a copayment
of only $110.00 was due. That same day, Mr. ****** contacted our Customer
Service department, where he was advised of his overpayment and a refund
request of $290.00 was sent to our Credit Balance department for review. Once
approved the refund will be reversed back to the original payment method or a
paper check will be sent in the mail. Please allow up to 4 weeks for the
request to be completed.
Thank
you for the opportunity to respond to this patient’s financial concern.
Respectfully,
****** *
****** *
Financial
Ombudsman
Revenue
Cycle Specialty & Market Support Services
*** ***** ******Customer Answer
Date: 08/21/2025
I can not accept the response becaue it says the overpayment is still being reviewed & will take extended time to process. It has been over a month now since the overpayment & they are still saying another month+ for me to receive my $290 overpayment. When they sent me a bill (in error) they requested payment within weeks. When they owe me a refund, they expect me to wait 2 months or more. Each time I call they say I OWE them money! They said I OWED them $290, they didn't apply the $400 credit card payment at point of service. They sent me a BILL for $40 for copayment early in July which was paid at time of service. They also said on the phone I had another balance of $40 for a later July appointment copayment, which again was paid at the appointment. I have receipts.
Clearly something is wrong with their billing system & I must dispute the $290 charge with the credit card company because their proposed payment time frame will exceed the limit for a credit card charge dispute. I have to cover myself personally just as they do for all their finances. CCF is a multi billion dollar entity & I am an individual. I can't float $290 for months.
***** ******
Business Response
Date: 09/04/2025
September 3,
2025
Better Business
Bureau
**** ****** **** *** **
********** **** **********
***** *** *****
Complaint
Number: ********
Dear *** ******
This letter is
in response to the rebuttal filed by ***** ******, filed in your office on August
6, 2025. This was sent to the Financial Ombudsman department to review and
respond back to you.
Regarding
Mr. ******’s concerns of the copayment of $40.00 that he made for the date of
service 7/29/2025; Cleveland Clinic received the explanation of benefits from
his insurance on 8/11/2025 and have since applied his payment of $40.00 as of
8/14/2025. His balance for this date is now zero.
Additionally,
regarding his refund request of $290.00, the refund requested on 7/31/2025, was
approved on 8/19/2025. A paper check is being mailed to Mr. ****** since the
payment could not be reversed back to his original payment method. Cleveland
Clinic suggests allowing up to 4 weeks from the date approved, for him to
receive the check in the mail.
Please
let me know if there is anything further needed from this office.
Respectfully,
****** *
****** *
Financial
Ombudsman
Revenue
Cycle Specialty & Market Support Services
*** ***** ******Customer Answer
Date: 09/05/2025
[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 provided by the business regarding complaint ID ********, and I find the resolution is satisfactory. I wish to thank the BBB for their attention to this matter & helping to resolve it.
Regards,
***** ******Initial Complaint
Date:07/28/2025
Type: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 underwent urgent surgery for my heart at the Cleveland Clinic in Ohio on May 2, 2025.
I was forced to pay the entire amount over $220,000 as they threatened to cancel the surgery if I didn't. I was going out of network from ************* and my ******* *******/****** policy wouldn't cover it. I had applied for ******** (turned 65 in May). I got the ******** number on June 9, and called the Cleveland Clinic. **** * in finance took the number and submitted the paperwork to get paid from them and get me a refund of the inpatient charges. ******** paid the Cleveland Clinic around July 8. I called the clinic and they said they would send me a refund. They said it would be around 8 business days.
Nothing happened so I called again today. They said the paperwork for refund was never filed.
So we start all over again. I am doubtful I will get my money. They have been paid twice for the same services.Business Response
Date: 08/06/2025
August 5, 2025
Better Business
Bureau
**** ****** **** *** **
********** **** **********
***** ***** ****
Complaint
Number: ********
Dear *****,
This
correspondence is in response to the complaint filed by ******* **** with your
office on July 28, 2025. The matter has been referred to the Financial
Ombudsman Department for formal review and response.
Thank you for
the opportunity to respond to this patient’s financial concern. Cleveland
Clinic is committed to providing quality care, treatment and services to all
patients. We have reached out to this patient directly to address their
concern. I am working with the appropriate departments within the Cleveland
Clinic to understand the next steps of assistance for the patient.
Please
let me know if there is anything further needed from this office.
Respectfully,
***** **
Financial
Ombudsman
Revenue
Cycle Specialty & Market Support ServicesInitial Complaint
Date:07/27/2025
Type: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 figuresBusiness 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 ServicesCustomer 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,
**** *********
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