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
- 247 total complaints in the last 3 years.
- 80 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:08/30/2022
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 called Dr. ******'s office at Cleveland Clinic in **** **** ****** ******* 3 times last week and 2 times this week. I have been calling for test results information and to receive the ok to begin new medication. This is extremely important for quality of care and NO ONE has returned my numerous calls. This is unacceptable.
Business Response
Date: 09/01/2022
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 Answer
Date: 09/02/2022
I called numerous times for days for assistance. It is unacceptable for NO one at Cleveland Clinic to respond to multiple calls about test results and a medication change. The lack of patient followup could have resulted in a fall or ER visit. If your staff was doing their job, they would see this is a issue and should be avoided.Business Response
Date: 09/21/2022
Good afternoon,
Thank you for reaching out. I attempted to reach the patient to investigate his shared concerns. I left him voicemails on (09/01, 09/02, 09/06). Patient has yet to return any of my calls. I proceed to send patient a letter advising him I would like to speak to him in regards to his concern. I attempted to reach the patient today and I received his voicemail again.
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 more than glad address
their concern once he becomes available.Regards,
Ombudsman
Initial Complaint
Date:08/18/2022
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 July 7th they had me pay $441.60 for a consultation and I had that appointment August 11. When I called for my tubal reversal appointment they said that I had to have another consult appointment because they scheduled it with the wrong doctor and therefore I have to pay again instead of crediting me the $431.60. They said they couldn’t reimburse me that I have to pay again to have the same exact appointment with the correct doctor this time even though it wasn’t my fault they scheduled me with the wrong doctor. They apologized but said there’s nothing they can do about it that I have to pay them again.Business Response
Date: 08/26/2022
Dear
******,
This letter is
in response to the billing complaint filed by Mrs. ****** to the Ohio Better
Business Bureau on 8/19/22. The complaint was forwarded to the
Financial Ombudsman department to review and respond back to you. I would first like to offer my sincere
apology for any frustration this may have caused Mrs. ******.
A thorough investigation has been completed in regard to
Mrs. ******’s request to be refunded a payment made towards the date of service
8/11/22. Mrs. ****** should expect a refund in the amount of $431.60 back to
her credit card within 7 days.
Thank you for allowing us the opportunity
to address Mrs. ******’s concerns. If we can be of any further assistance,
please feel free to contact me directly at ************
Respectfully,
******* *******
******* *******, Financial Ombudsman
Revenue Cycle Management, CCHSInitial Complaint
Date:08/10/2022
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.
This was a non transparent and unacceptable charge from Cleveland Clinic. I have never been charged, at any time, from any provider, $67.00 for a question. I was asked if I still smoke. I stated" Yes. I will be trying to quit after my 2nd hand surgery in October 22. He asked if I ever tried ********* ***. I stated I am fine at the moment. This question, has caused me months of frustration, phone calls and never receiving a correspondence. The "coders" were supposed to correct this by Dr. *******'s request. Screenshots are in the uploaded document along with timeline)This has still not happened. I now have $12.32 in COLLECTION????? This is ridiculous! The money is not the issue here, the issue is that Cleveland Clinic should not be charging patients WITHOUT THEIR KNOWLEDGE. I should not have to pay for something that was not advised a head of time that I would be charged! Who does this?? This is not transparency, this is insurance fraud. No one told me" Hey, if we ask this question, which we ask every single time, that NOW we are going to charge you. I did not ask for this"question to be asked". So again, now I have a "collection" bill, with a ridiculous amount, that Cleveland Clinic did not even try to correct. I currently have an 800 credit score (you may check) and have never had a collection bill because I pay my Legitimate bills. Please help me get this corrected. This is unfair practice to myself and to all patients, and insurance companies that are being unfairly overcharged.Business Response
Date: 08/15/2022
Dear Ms. ******
*****,
This letter is
in response to the billing complaint filed by Ms. ******** ****** to the Ohio
Better Business Bureau on 8/10/2022.
A thorough
investigation has been completed on Ms. ******’s account. Per my review, it was
determined that the physician medical records were updated for the visit date
of service 2/04/2022. However, the medical notations update was not placed in
the proper format for the billing coders to review and update. The decision has
been made to offer a onetime courtesy adjustment to the current account. This
action brings the liability for Ms. ****** to zero balance for this particular
date of service. The collection status
has been removed from the account, and will have no negative bearing on Ms.
******’s credit report.
Thank you for
allowing me the opportunity to address Ms. ******’s concerns. If I can be of
any further assistance, please feel free to contact me directly at ***** ********
Best regards,
Tina ** ******
Financial
Ombudsman
Revenue Cycle
Management, CCHSCustomer Answer
Date: 08/19/2022
[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,
******** ******
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