Business Profile

Hospital

The MetroHealth System

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Complaints

This profile includes complaints for The MetroHealth System's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

22 total complaints in the last 3 years.
5 complaints closed in the last 12 months.

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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:05/02/2025
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 had an office visit with a dermatologist and at end of appointment we decided to scrape a spot of skin and have it biopsied. Everything with the doctor was fine, this is a billing dispute. I was charged for the office visit, labwork, and the act of taking the specimen. All charges to the provider were understandable and I paid this. They also billed me for a facility charge for the exam room and the lab itself. The error came in that they also billed for an outpatient surgery facility charge and this never used. I keep getting blanket talking points and when I asked for an itemized bill for the outpatient surgery they won't send one. Because this charge is bogus. I never went to a new room this was a 60 second thing done at the end of the appointment in the same chair. I get the doctor did something beyond the office visit. I paid $294 for the 3 doctor services. There remains a balance of $792 after insurance paid. I have offered to pay for the exam room charges and lab facility charges as I know they split provider and facility in health billing. I will not pay for a 3rd facility charge that was never used. I offered to pay $340 of the remaining $792 which is the % of the facility charges tied to the 2 rooms I am reluctantly accepting. Not paying for the 3rd room. They got paid for insurance somehow on it. They keep sending me to collections as I have been in contact via phone and my chart message to note the dispute and they always keep sending it if I miss a voicemail that looks like Spam. I always respond to their messages in the online my chart app. But they still send to collections despite not responding to my messages. Please help!
Business Response
Date: 05/05/2025
5/5/2025

SUBJECT: BILLING OR COLLECTION ISSUES
CONSUMER: ***** D *********
COMPLAINT ID: ********

Sent via email: ***********************

Dear Ms Melissa Neal,

Please be advised that your consumer/ our patient's billing concern has been forwarded to the appropriate MetroHealth System administrators for an investigation and a response.

We will continue to monitor the timeliness in which this matter is addressed. In addition, the file will remain open until an appropriate response is provided.

Thank you for bringing this matter to our attention. It is our goal to provide each of our patients with the highest possible quality of medical and hospital services. If you have questions, or you need any additional assistance, we welcome your call at 216-778-5800.

Sincerely,

The MetroHealth System
Department of Patient Relations
O 216-778-5800 | ********************************
MetroHealth Medical Center | 2500 MetroHealth Drive, Cleveland, OH 44109
Customer Answer
Date: 05/05/2025
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.

It would appear that they are looking into it is the response from them so far. I did reluctantly pay off the balance minus 30% which was higher than I think is fair. Due to it being in collections I felt I had to but would like to see if this can be resolved better than that including a partial refund. I was not comfortable with being in collections so figured I would pay it off and then keep working towards a resolution.

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

Regards,

***** *********
Initial Complaint
Date:10/30/2024
Type:Billing Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 9/24/24 I visited MetroHealth Parma Internal Medicine at 12301 Snow Rd, Parma, OH 44130. I was visiting for my yearly preventative physical with my Doctor ****** ******. It was a normal yearly physical like I have received from her for the past four years. I have never had any issues before.

A month later I received two bills for the visit. One was for the Yearly Physical and was 100% covered by my Health Insurance. The second Bill was for $270.00. I have no idea what the second bill for $270.00 was for. I have reached out to my insurance and the Hospital's Billing department as well as my doctor's office and no one can explain to me what the bill is for. I did not receive any other care when I went in for my visit. I did not discuss any other care when I went for my visit. I have been wrongly double billed and there is no way for me to contact anyone to fix the issue. I am being ripped off and exploited for this money.

The bill itself does not worry me, but it does worry me how hard this process has been to a.) correct this error and b.) reach anyone at Metrohealth to explain to me what I have even been charged for. It is unfair and unethical for them to not do this for me. I can only imagine how many thousands of patients are being double charged for this and have no way to correct their charges.

Can you please reach out to Metrohealth to correct my billing? Can you please punish this company for taking advantage of their patients?

I greatly appreciate any help in this matter.

My account number listed on the bill is ********** Thank you!
****** ***** ************ *************************
Initial Complaint
Date:10/18/2024
Type:Billing Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 7/11/24 I had an annual preventative visit with a new provider. Since we were establishing a doctor/patient relationship I advised the provider of my health history. There was a subject that I asked if I could schedule another appointment with her to discuss and she didn't want anything to do with it so she referred me to another department within the hospital. My preventative visit is 100% covered by insurance; however I am being billed for something else - a separate office visit. The only information the billing department will give me is that 'other services that weren't preventative' were provided. I mailed a dispute letter requesting validation of the debt. The billing department said I could 'call' to discuss. I want a written validation. They fail and refuse to provide this yet, in violation of FDPA, they continue to bill me.
Business Response
Date: 10/18/2024

10/18/2024

ID: 22440462
PATIENT: ***** * *******

Via email: ***********************

Dear Melissa ****, Dispute Resolution Specialist

Please be advised that the Better Business Bureau's reported concern on behalf of our patient, ***** *******, has been forwarded to the appropriate MetroHealth System administrators for an investigation and a response.

We will continue to monitor the timeliness in which this matter is addressed. In addition, the file will remain open until an appropriate response is provided.

Thank you for bringing this matter to our attention. It is our goal to provide each of our patients with the highest possible quality of medical and hospital services. If you have questions, or you need any additional assistance, we welcome your call at 216-778-5800.

Sincerely,

The Department of Patient Relations
Office of Patient Experience
The MetroHealth System
Customer Answer
Date: 11/08/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22440462, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

MetroHealth incorrectly billed me inasmuch as this was a preventative visit and 100% covered by insurance and billing should be reversed especially since MetroHealth fails and refuses to respond to my dispute to the validity of the alleged debt sent to them in August 2024.

Regards,

***** *******
Initial Complaint
Date:05/15/2024
Type:Billing Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 12/23/22 (2x), 03/10/23, 07/24/23, MetroHealth charged my insurance and charged me $200 a piece for a code 510 "Clinic" Facility Fee for virtual (telehealth) services with my primary care provider. This is an illegal practice. I told them I wasn't paying it the third time they did it on 07/24/23. I explained the law and provided them in writing the information about what I thought was an error on their part. They argued with me, berated me, and told me that I had to pay the (approximate) $274 total remaining for my deductible despite being false charges. They sent me to collections against their "Patient Bill of Rights" even though I was disputing the charges consistently and clearly. They (Tanisha and Denise by name) of the Patient Financial Services both stated outright that it is their policy to charge these facility fees even for virtual services and that they continue to do this damage to all of their patients and acknowledged that it is brazenly illegal. In February 2024, after contacting the Patient Relations Department (Michael ******) multiple times, and the Patient Financial Services 'reviewing' the charge twice (they initially continued to deny there was an 'error'), they refunded one of the appointment false charges. They (Tanisha, Kristin ****** of the PFS, and Michael ****** of the PRD) told me it had only happened once but promised that if it had happened before, they would refund those false facility fee charges as well. I provided the clear evidence of the false charges occurring multiple times. As of today (05/15/24) they have not returned the remaining $136.71 that I am owed. While this is a small amount of money for me, I can't imagine how much this amounts to for others. I believe they are doing this illegal act to all of their patients, which is outrageous and harmful. My insurance (********) also stated that this process is illegal an are seeking re-compensation for the fraudulent charges.
Business Response
Date: 05/16/2024
We are reviewing the patient's concerns also outlined in a recent email and will respond to him at the conclusion of the review.
Customer Answer
Date: 05/16/2024
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 business stated that they are "reviewing" the information again...only because I launched this complaint to the BBB (thank you for holding them accountable). They have stated at various points that they were "reviewing" the information and then done nothing helpful. In fact, they have "completed" their supposed "reviews" several times now without ever addressing this issue. Bold-faced lies do not resolve issues. Once they've actually come to any conclusion, then we will see if that conclusion addresses their intentionally fraudulent actions.

Regards,

******* *******
Initial Complaint
Date:01/24/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 11, 2024 I had a follow-up visit with my Pulmonologist at his office located at MetroHealth ******** Health Center located at ** **** ******* ***** **** ********* ** *****.

My insurance was billed $151 for my doctor’s services under CPT Code ***** (outpatient visit for an established patient with a moderate to high level of complexity….requires a detailed history and examination and moderate level of medical decision-making).

My insurance was also billed $200 under CPT ***** (assessment and management of a patient).

I disputed the $200 and was advised that this is the cost for use of the ‘room and supplies’ since MetroHealth is an outpatient facility. This is the most ridiculous thing I have ever heard. Based on that logic, every single doctor’s office is an ‘outpatient facility’.

My doctor is an office and is located at MetroHealth ******** Health Center. This is not a hospital nor is it an outpatient facility nor a surgery center. There is no urgent care at this facility. It is strictly physician’s offices. There are 15 services provided at this location per MetroHealth’s website, none of those services being outpatients surgeries, etc.

MetroHealth billing office claims that I have been billed like this for DOS 6/23/23, 7/6/23, 12/4/23, etc. and that they have been billing this way since 2017.

A review of my EOBs for the dates of services noted above and prior are contrary to what the billing office has told me.

I believe they erroneously believe that I was seen at the hospital outpatient location and this billing is 100% erroneous and should be reversed.

I was not seen in their outpatient facility. I was seen at the Health Center (physician offices) and the $200 charge should be reversed in its entirety.

Thank you.
Business Response
Date: 01/24/2024
From: Patient Relations
Sent: Wednesday, January 24, 2024 2:44 PM
*** *************************** ***************************
*** ******* ********* **********************************
Subject: RE: You have a new message from the BBB serving Greater
Cleveland regarding complaint #********

January 24,
2024

To: Better
Business Bureau
Re:
Consumer ******** *****
Complaint #:
********

Hi ********

We appreciate the BBB for reaching out to MetroHealth’s Department
of Patient Relations on behalf of our patient, ***** *******. Please be
advised that the patient’s concern(s) have been forwarded to the
appropriate MetroHealth System administrator(s) for investigation/resolution
and response.

We will continue to monitor the timeliness in which this
matter is addressed. In addition, the file will remain open until an
appropriate response is provided.

It is our goal to provide each of our patients with the highest
possible quality of medical and hospital services. If you have questions, or
you need any additional assistance, we welcome your call.

Sincerely,

Michael
H*****, Manager, Patient Relations
Office
of Patient Experience
The
MetroHealth System
************
Customer Answer
Date: 01/25/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I would like to keep this complaint open until MetroHealth resolves this issue fully and appropriately.

My resolution would be to reverse the erroneous charge.

Regards,

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

Business Response
Date: 01/26/2024
o: Better Business Bureau
Re: Consumer ******** *****
Complaint #: ********

Hi ********

We appreciate the BBB for reaching out to MetroHealth’s Department of Patient Relations on behalf of our patient, ***** *******. Please be advised that the patient’s concern(s) have been forwarded to the appropriate MetroHealth System administrator(s) for investigation/resolution and response.

We will continue to monitor the timeliness in which this matter is addressed. In addition, the file will remain open until an appropriate response is provided.

It is our goal to provide each of our patients with the highest possible quality of medical and hospital services. If you have questions, or you need any additional assistance, we welcome your call.

Sincerely,
Michael H*****, Manager, Patient Relations
Office of Patient Experience
The MetroHealth System
************

Customer Answer
Date: 01/29/2024
I have reviewed the response made by the business in reference to complaint ID ********, and I would like to keep this complaint open until MetroHealth resolves this issue fully and appropriately.

My resolution would be to reverse the erroneous charge.

Regards,

***** *******
Initial Complaint
Date:10/16/2023
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.
Huge emergency room charge for no services rendered! Solely charged for sitting and waiting for specialist that never came! We were told to just wait not realizing we were being charged $2700 to sit and wait for no burn unit specialist so after an 8 hour wait, had to come back in the morning having an appointment where they completely took care of our medical needs! We will pay for all services rendered but paying to sit and wait is ridiculous! No way this fair healthcare! The bill is for my son, after having 4 boys and many visits to the ER, never ever has there been anything this outrageous! Something needs to be done!!
Business Response
Date: 10/30/2023
We have responded to this issue, including to the patient and the Ohio Attorney General. The outcome of the review and the re-reviews remain the same.
Initial Complaint
Date:09/29/2023
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.
Since January of this year I have experienced unexplained charges for services not received OR for services that are covered by Medicare.
This issue is regarding one service, once a month, for one condition/diagnosis. There have been no changes to the prescription or provider services.
I am being charged anywhere from $32 to $208 for the same exact service, at the same location every month. There are also charges for services that are covered by the Medicare plan as stated in the Explanation of Benefits statements received.
Repeated attempts to contact customer service via email (MyChart) or verbally including messages for a supervisor, go unanswered.
While there may be several nuances to billing. Patients, clients deserve a response to valid billing inquires.
Inconsistent billing for treatment of a single diagnosis monthly with no explanation is unacceptable and unprofessional.
Business Response
Date: 09/29/2023
September 29, 2023

We are working with our Patient Financial Services Department to address our patient's concern. The patient will receive a response letter at the conclusion of the review.

Department of Patient Relations
O 216-778-5800 | ********************************
MetroHealth Medical Center
| 2500 MetroHealth Drive, Cleveland, OH 44109
Customer Answer
Date: 09/29/2023
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.]
The attempts to resolve this issue go back to the month of June to no avail. There is no longer a goodwill faith that the customer service department intends to honor their written response. Most recently the only response was a call from their collection department with no explanation given.

Regards,

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

Business Response
Date: 10/02/2023
Please note: MetroHealth's Department of Patient Relations sent the letter below to our patient in regard to her concern. Administrators in Patient Financial Services are in the process of investigating her concerns and will respond once their investigation is complete.

09/29/2023
****** * ********
**** ******* ***
***** ******* ** *****

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

Thank you for sharing your concern involving The MetroHealth System through the Better Business Bureau. Please be advised that your concern has been forwarded to the appropriate MetroHealth System administrators for an investigation and a response.

We will continue to monitor the timeliness in which this matter is addressed. In addition, the file will remain open until an appropriate response is provided.

Thank you for bringing this matter to our attention. It is our goal to provide each of our patients with the highest possible quality of medical and hospital services. If you have questions, or you need any additional assistance, we welcome your call.

Sincerely,

Michael H*****, Manager, Patient Relations
Office of Patient Experience
The MetroHealth System
216-778-5800
Initial Complaint
Date:08/30/2023
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 call Wednesday, August 30,2023 at 11:20am from Metro Hospital billing department. Caller ID showed Arvind Suguness 216-957-3240. The caller was a black girl with very unprofessional speech. She asked for ***** *******. I told her that I haven’t used that name in over 20 years. Apparently there is an outstanding bill that shows that my daughter ****** ******* was recently taken for service to Metro Hospital. Which it is not the hospital I take her to. She is a patient and has her primary doctor at Cleveland Clinic which explains why Metro doesn’t even have update info on me from over 20 years. The caller was rude and I was trying to give her the father’s information to contact for billing because that is where the insurance is through. She was rude and would not take the information and hung up on me.
Business Response
Date: 08/31/2023
Thank you for sharing this billing concern. We are initiating a review with the appropriate administrators and will respond to the patient at the conclusion of the review.
Initial Complaint
Date:08/11/2023
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'm sure this may not seem too important to anyone, but I am tired of calling every time I seem a bill in my email when for YEARS, I have told Metro to mail my bill to the house, which they can't seem to figure out how to do. I also have two insurances Antea and Medicare where they also NEVER send my secondary bill to Medicare. All this money Metro makes, and you can't even do two things right. Make me wonder about your doctors. I really like they send the bill to me first thinking I am going to pay it all and then send the bill to Medicare to get TWO Payments.
Customer Answer
Date: 08/17/2023
I just need them to mail me my bill and stop putting it in MY Chart and asking for a payment. And every time I call them, they say no problem but then continue to send it in my chart until it said payment overdue. Sorry I had to get you involved but this has been going on for years. I have two insurances Aetna and Medicare after they get paid by Aetna, they then try to ask for money on my Chart instead of them sending Medicare the bill. Without them mailing my bill in the mail I cannot show Medicare what they owe so they never mail me my bill and I have asked them to for YEARS. If you are not the right people to help with this, please let me know. They know exactly what they are doing and if I was old and did not pay attention, I would probably pay the bill and then they would also get the payment from Medicare,
Business Response
Date: 08/28/2023
We are working with our Patient Financial Services Department to address our patient's concern. The patient will receive a response letter at the conclusion of the review.
Initial Complaint
Date:06/28/2023
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 have 2 insurances Medicare and Medicaid. Someone removed my Medicaid Insurance from within the last month or so on MY CHART. This caused a bill of $80. I was never billed so as soon as I saw on My Chart I contacted Metrohealth My Chart help desk who sent me to billing who sent me back to My Chart who sent me to Registration where I had to leave a message. No one has called me back. Its been over 24 hrs. I reinput my Insurance and messaged billing who said they would bill 2nd Ins but would not answer why it was removed. This is very concerning. I need to know who is removing info from MY CHART. The 2nd issue is the Pharmacies. My Dr said she deleted ***** ***** and I sad to only send to ***** but the most recent prescript went to ***** ***** that I said NOT to send to. This is NOT the first time this has happened with her. I dont see where I can remove it
Business Response
Date: 06/29/2023
A representative from MetroHealth's Department of Patient Relations will contact the patient and initiate a review the concerns raised with the appropriate administrators for a response to the patient.
Customer Answer
Date: 06/29/2023
[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. As long as someone calls me tomorrow after 1pm. Or Monday after 12.30pm.
Please know I am NEVER available mornings and I usually need to schedule calls as I dont carry my phone with me around the house and since Im disabled I cant reach the phone before it goes to voicemail. So Id really like to know what day and time someone will call me. Unless I will be able to call the person back

Regards,

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

Customer Answer
Date: 07/14/2023
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.

No one from Metrohealth has contacted me yet. Please reopen

******

Regards,

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

Business Response
Date: 07/17/2023
We will send a copy of the response letter dated 07/13/2023 to the patient.
Customer Answer
Date: 07/17/2023
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 received the Letter today and it did not mention at all why or how my Medicaid Insurance had been deleted/removed from My Chart. It only mentioned that it is correct now. and it is correct now because I had to re enter the info and upload card picture. I want to know why it had been removed and I had an outstanding bill of $88.
The other issue is removing ***** ***** and ***** from Pharmacy options. I dont see anywhere I can remove. Needs to be fixed so it doesnt continue to happen

Regards,

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

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The MetroHealth System is NOT a BBB Accredited Business.