ComplaintsforThe MetroHealth System

• Initial Complaint

  01/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  10/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  09/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  08/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  08/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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 response

  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

  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

  06/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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 response

  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

  07/17/2023

  We will send a copy of the response letter dated 07/13/2023 to the patient.

  Customer response

  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,
  
  ****** ********
  
  
  
  
   

• Initial Complaint

  04/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is about attending physical therapy at Metro Health System at Parma Ohio. The first visit was a comprehensive visit and the later visits should be short visit, each. I attended the first visit and two more short visits after the first visit. The provider was supposed to charge me the second and the third visit the same amount of money; however, the provider had charged me more than he was supposed to on the third visit. I called my insurance company and they said, for the 2nd visit, provider had charged you for 2 units and for the 3rd visit, the provider had charged you for 3 units. The provider did not have the right to charge me more than 2 units and they have defrauded the bill by sending one extra unit to my insurance company. I called Metro health and the customer service was not helpful. Since my insurance company is paying the provider based on the contracted unit and I have a deductible, I have to pay for extra unit that I was not supposed to pay. I am asking you to contact the provider to tell them to resubmit the third visit on March 9th for 2 unit to make the charged amount right.

  Business response

  05/09/2023

  A response letter was sent to the patient following the review.

  Customer response

  05/12/2023

  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.]
  
  Regards,
  
  ******* ******
  
  I have not received any response by mail/email/phone from Metro Health System yet. I would like to continue my complaint against Metro Health System to find out why I have been overcharged.
  
  
   

  Customer response

  05/20/2023

  This is about attending physical therapy at Metro Health System at Parma Ohio. The first visit was a comprehensive visit and the later visits should be short visit, each. I attended the first visit and two more short visits after the first visit. The provider was supposed to charge me the second and the third visit the same amount of money; however, the provider had charged me more than he was supposed to on the third visit.
  
  First visit: Provider had charged me $418 on February 2, 2023 (Comprehensive visit)
  Second visit: Provider had charged me $388 on February 22, 2023 (two units)
  Third visit: Provider had charged me $582 on March 9, 2023 (three units)  MUST BE ADJUSTED TO $388 
  
  I called my insurance company and they said, for the 2nd visit, provider had charged you for 2 units and for the 3rd visit, the provider had charged you for 3 units. The provider did not have the right to charge me more than 2 units and they have defrauded the bill by sending one extra unit to my insurance company. I called Metro health and the customer service was not helpful. Since my insurance company is paying the provider based on the contracted unit and I have a deductible, I have to pay for extra unit that I was not supposed to pay. I am asking you to contact the provider to tell them to resubmit the third visit on March 9th for TWO UNITS to make the charge to be adjusted to $388.

  Business response

  05/24/2023

  The response letter mailed on 05/09/2023 was sent to the patient's email address on file.

• Initial Complaint

  04/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  On March 28, 2023, I had an office visit at MetroHealth, Broadway in Cleveland, Ohio. This took place at a community campus near my home, not within a hospital setting and not as an emergency or as urgent care. I received an explanation of benefits from my insurance that showed a $570 hospital charge in addition to the charge for the office visit. I was not advised the hospital charge would be billed to me when I  planned the appointment, made the appointment, or attended the appointment. There is no notice at the facility intake desk or the receptionist desk that this will be assessed. At no time would I have allowed myself or my insurance to be billed $570 for a hospital charge any non-emergency  or non urgent care visit. There is nothing that my insurance can do for me. I have placed my complaint through the channels at MetroHealth, and they state the charge will stand. The Ohio Department of Health has replied to my complaint that this has become a common occurrence. They stated this is not something they deal with, referring me to the Better Business Bureau. I dispute this charge as an egregious overreach by MetroHealth. I am asking for this billing to be reversed.

  Business response

  04/21/2023

  A second response letter has been sent to the patient.

  Customer response

  04/21/2023

  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.
  
  it is my understanding that there will be no resolution to my complaint. It was a little difficult to understand in the format it was provided. I have nothing further to provide in support of my complaint. The Ohio department of health has no jurisdiction over this particular type of complaint. I’m not sure what to do next, but no, I do not accept this response from MetroHealth.
  
  Regards,
  
  ******* ****** ****
  
  
  
  
   

• Initial Complaint

  01/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  My husband was seen in October for a preventative care visit. He was subsequently billed 2x for this visit, once for the preventative care visit and once for an additional visit. He was only seen once, obviously. I called as soon as we received the 2 bills and this was reported for review and I was promised a call back. Never heard anything, months later we are getting texts about this bill being owed. I called again. Conveniently they told me they were going to call me back "today" as this review was only finalized 4 days ago. I was billed for both a preventative care visit ($174) and an office/ outpatient visit for ($196) BOTH for this same visit. They told me that this is correct because they checked my husbands blood pressure, so $196 to check his blood pressure (which should have been included in the preventative care visit?) They told me I have to call the NP to figure out why she billed a second time, and then gave me the wrong number to call her.

  Business response

  01/23/2023

  The patient was contacted regarding the charges.

  Customer response

  01/23/2023

  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.

   

  My husband was contacted and the issue was not resolved. They were supposed to get his permission to speak to me, but did not. They called me again, letting me know that he could return their call to give them permission. He was put on hold for 15 minutes and had to go. We've put enough time and energy into this and the $70 that was our share of the cost is NOT WORTH IT. The fact is they billed an extra $200 to do absolutely nothing extra. He was not treated, he was not diagnosed, they did nothing for his high blood pressure reading at all. They claim it took "extra assessment". I'd like to know SPECIFICALLY what extra was done to justify this charge. It's really not worth our time or energy, but it's the principle. It's a shame that MetroHealth supports this scummy billing practice and that there's no way for us to dispute this charge. We paid it and reported the NP, Alyssa O*****, to the Attorney General. To know she spends most of her time working in nursing homes makes me really sad for those more vulnerable patients she is "treating".
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******** *****
  
  
  
  
   

• Initial Complaint

  10/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I was scheduled for an MRI This morning 10/23/2022 As you know I've had several MRIS. The technician would not take my test because of one piercing. Which is ridiculous. I have had 4 done in the past with my piercing. She told me that I did not have MRI at metrohealth. I know I had 4 on **** *****. Ok now I will make another appointment. But my leg is bad from falling. As you can see my leg is bruised pretty bad.

  Business response

  11/08/2022

  We will investigate and respond to the patient.

  Customer response

  11/08/2022

  [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,
  
  ****** ********
  
  
  

*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. ↩