Vitamin Cottage Natural Grocers

Dear [redacted], I apologize for the confusion you’ve experienced regarding the {N} power program. We try to educate store employees as much as we can on how to troubleshoot errors with {N} power coupons, but they are not always able to resolve a problem at the register. We have a team at our home office...

that is responsible for troubleshooting any challenges you have with using the program, which is why they directed you to send an email to the [email protected] detailing your issue. We can research your purchase and credit you for any discounts you should have received for a transaction. We simply need to see a copy of your receipt, or the date and transaction number of your receipt, so we can look it up in our systems. Because we want to acknowledge your frustration I’d like to send you a $15 gift card. Please confirm if I should send the gift card to the address below, which was listed on this Revdex.com message. [redacted]
[redacted]
[redacted] Thank you for shopping with us [redacted].   [redacted], Director of Customer Service and PR

I have reviewed the response made by the business in reference to complaint ID [redacted], 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.] I don't believe there is more the Revdex.com can do to resolve this complaint. I first attempted resolution through the ombudsman office, then contacted the Revdex.com in hopes of a different outcome. I am attaching the original complaint letter I sent to the Revdex.com. In there, I detail exactly what happened. The last representative I spoke to at the Cleveland Clinic admitted their employees fell down on the job. This certainly occurred more than several times, as you wil see from my letter. It's appalling that the Clinic will not hold themselves accountable for their mistakes and execute the appropriate actions both toward us and with their employees.  Thank you for all the Revdex.com did in your attempts to help.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Although the credit of 410.80 is appreciated, the balance in question is 535.80.None of the response addresses the fact that I was working on 1/29/2015 and never had an appointment with [redacted] on that date in [redacted]. That charge was for a vial of allergy medicine, not a doctors visit.Also, I now have a $95 facility charge on my bill that came out of nowhere for 4/28/205 on my Cleveland Clinic bill. While I appreciate the suggestion to choose another doctor within the [redacted], I will be choosing doctors outside of the Cleveland Clinic network in the future, due to these billing nightmares.If the Cleveland Clinic would like me to accept their response to this claim. they will need to credit the full 535.80 in dispute and also, now, credit the add on $95 facility charge that magically appeared.
Regards,
[redacted]

April 11, 2017   Revdex.com 2800 Euclid Ave, 4th FL Cleveland, Ohio 44115-2408 Attn: [redacted]   Revdex.com Complaint Number: [redacted]   Patient Name: [redacted] Patient Account # [redacted]   Dear Ms. [redacted],   This letter is to close out [redacted]’s complaint filed with the Revdex.com. I am very sorry we currently do not offer payment arrangements to meet his needs as well as for the lengthy hold time. I have noted and logged both issues.   I did speak with him on Friday, April 7, 2017 to discuss repayment terms and will follow-up with him again on Thursday, April 13, 2017 to finalize payment arrangements. Again, my direct number is 216-445-9020 should he need to reach me in the meantime.                         Sincerely,   Jennifer K[redacted] Financial Ombudsman Revenue Cycle Management, CCHS   Cc: [redacted]   Need help paying your medical bills? Call 866.621.6385 or go to www.ccf.org/financialassistance for information on our financial assistance policy.

Good afternoon,I have attached our response to Revdex.com complaint #[redacted].Thank you,[redacted]

Statement Period 2/27/14 to 3/6/14.
Claims Processed between 2/27/14 to 3/6/14.
Claim number [redacted]
THIS CLAIM WAS PROCESSED ON 3/5/14.
YOU NO LONGER OWE THE PROVIDER THE MEDICAL PATIENT RESPONSIBILITY AMOUNT 615.53.
AN ADJUSTMENT WAS MADE TO YOUR CLAIM TO CORRECT AN ERROR IN PROCESSING.
WE HAVE RECEIVED MORE INFOMATION AND REPROCESSED THIS CLAIM.
PLEASE READ ALL 3 PAGES NOT JUST 1

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
The Cleveland Clinic has so far refused to state that I do not owe that $94,000 plus to them.  They say that at this point the amount is not owed but they refuse to state in absolute terms that I do not own them any money.

September 29, 2017     Revdex.com 2800 Euclid Ave, 4th FL Cleveland, Ohio 44115-2408 Attn: [redacted]     Revdex.com Complaint Number: [redacted] Patient Name: [redacted] Patient Account # [redacted]     Dear Ms. [redacted],   This letter is...

in response to a complaint filed with your office by patient [redacted]. Thank you for providing the Financial Ombudsmen with the opportunity to review this complaint.   The patient was seen by CCF physician on March 9, 2017 for an annual wellness exam. The doctor’s professional charge $365 (ref#[redacted]) and the hospital service charges $545 (ref#[redacted]) were subsequently billed by Cleveland Clinic.   The caregivers at point of service documented some difficulty in confirming the patient’s insurance. Due to the difficulty registering the patient’s insurance, the professional charge $365 was temporarily marked as “selfpay.” Afterwards, the verification difficulty was not resolved properly for the $365 professional charge. This was a CCF error.   The result of this error was a $365 charge billed to the patient on a billing statement. In response to the billing statement, the patient called Customer Service on September 1, 2017. A claim was properly released to her insurance on September 6, 2017.   I apologize for the delay the patient experienced; the ref#[redacted] has been resolved. According to the [redacted] website, this claim will be paid in full with no patient responsibility.   The March 9 hospital service charges $545 were billed on a correct claim to the patient’s insurance. [redacted] has processed line #1 and line #2 using the patient’s preventative benefits. However, line #3 has been processed according to the patient’s regular medical benefits. This resulted in a bill to the patient for $98.10.   The procedure code (CPT 99396) and diagnosis code (Z00.00) are preventative for line #3. I am currently attempting to resolve ref#[redacted] $98.10 with [redacted], since CCF sent the claim with preventative coding.   [redacted] doesn’t accept phone calls for claim inquiries; however, I have submitted a written inquiry about line #3 via website. [redacted] response time for website inquiries is 3-5 days. I hope you will accept my apologies for this small delay.   In her complaint, the patient identifies $278.10 of hospital services associated with her yearly annual wellness exam. A set of labs were drawn for the patient on April 11, 2017. The total charges were $309.00 (ref #[redacted]). [redacted] processed these charges, allowing $278.10 for these labs and advising CCF that this amount was patient’s deductible.   Screening for cardiovascular disorder is not listed as a preventative benefit on the patient’s plan document, available on the [redacted] website. Therefore ref#[redacted] $278.10 appears to be a correctly billed patient responsibility. I encourage the patient to review her preventative benefits with [redacted].   I sincerely apologize for any inconvenience the patient has experienced in trying to resolve this matter. Please know that we continue to review all patient experiences with the sincerest of attention. If you have any additional questions or concerns, please feel free to call me directly at [redacted].     Respectfully,     Christine J[redacted] Financial Ombudsman [redacted]

Good afternoon,I have attached our response to the rebuttal to complaint # [redacted]. Thank You,Sonya

Consumer responded via phone: The complaint has been resolved.

Cleveland Clinic April 28th, 2016 Revdex.com 2800 Euclid Avenue 4th Floor Cleveland OH 44115-2408 Complaint Number: [redacted] CCF: [redacted] 
Dear Ms. [redacted], This letter is in response to the complaint filed with your office by Mr. [redacted] with...

regard to services rendered on 08/14/2013. Unfortunately, I have been unable to locate the above date of services in Mr. [redacted]'s medical records or any of our billing systems. I am requesting if at all possible, Mr. [redacted] provide a copy of the explanation of benefits he obtained from his insurance company for further review. Thank you for contacting the Financial Ombudsman office to assist with this patient's concern. I will await further documentation in order to complete review of Mr. [redacted]'s concern. Please feel free to contact our office at 216-445-5134 should you require further assistance. Best regards, Sonya W[redacted] Financial Ombudsman RCM

This letter is in response to the complaint filed with your office by the above named patient in regard to the cost of his recent services at The Cleveland Clinic.The patient states that he had a test or procedure done that cost $3,900. Our records do not indicate a single test or procedure in this...

amount, however there is an account balance of $3,893.86 from his most recent billing statement. This balance reflects multiple dates of service that were processed by his insurance and applied to his deductible or coinsurance per his policy. If the patient would like us to review a particular charge for accuracy, we ask that he provide additional information about the test or procedure in question. Thank you for contacting the Financial Ombudsman office to assist with this patient’s concern. Please feel free to contact our office at 216-445-5134 if you require any further assistance.Best regards,[redacted]Financial Ombudsman, RCMNeed help paying your medical bills? Call 866.621.6385 or go to www.ccf.org/financialassistance forinformation on our financial assistance policy.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
No matter what I say you guys are not listening to me. Ill pay the bill but ill never go to this svamming dr again. I know what procedures occured during all of my visits. Before my hearingvtest he did an endoscope procedure on me and then tested my hearing. Your records dont show that and theres no way for me to set the record straight. This is just another big business taking advantage of its customers. Every visit that I've ever had with Dr. [redacted] resulted in an endoscopy procedure and you cant tell menit didn't as you weren't there. Regardless I'll pay the bill and be done with this but I'll definitely make sure I spread the word the Dr. [redacted] codes incorrectly and is taking advantage of his payout through peoples insurance. I personally have never been treated this poorly by any other hospital but I see now how this office works and that no matyer how wrong youroffice is youd rather stand behind a liar than fix the issue at hand. 
Regards,
[redacted]

May 11, 2015[redacted]  [redacted]Patient Name: [redacted]Account # [redacted]Dear [redacted],This letter is in response to the complaint you filed with the Revdex.com.On behalf of the Cleveland Clinic Contact Center, We would like...

to thank you for choosing Cleveland Clinic as your healthcare provider.We pride ourselves on providing World Class care to our patients. Part of how we ensure this is to collect and/or verify insurance with every contact and appointment made. In doing this upfront, we make your face to face experience and our billing process as seamless as possible.We sincerely apologize if you felt that your experience was anything less than World Class, but hope that you understand our intent. For your convenience our Contact Center is available from 7:00 am to 11:00 pm, 7 days per week. We look forward to serving you in the future. Sincerely, [redacted] 
[redacted]Contact Center

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

(The following was copy/paste by Revdex.com staff - [redacted]April 30, 2018[redacted]  
[redacted]            
[redacted] 
[redacted]...

[redacted]
This letter is in response to a complaint filed in your office by [redacted] on April 27, 2018. The complaint was sent 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 [redacted] I understand the billing concerns have caused much unwarranted distress and difficulty.[redacted] chief complaint is he received a bill for $100.00 for hospital services for date of service 11/15/2017. [redacted] states his billing statement indicated the services were rendered at Main Campus, when he was seen at the Independence Family Health Center. [redacted] also stated he did not have any hospital services.A thorough review was completed on the account. The statements in which [redacted] received indicates under Account Detail “Cleveland Clinic Main Campus and Family Health Centers” Independence Satellite is considered a “Family Health Center”The patients are given a hand out that explains our billing process, which indicates two separate components:Physician and Clinical Professionals: covers the doctor’s services, treatment or procedures.Hospital Services: covers the use of the room and any medical or technical services, supplies or equipment. The facility and/or treatment room charge is shown here.[redacted] had a hearing test on 11/15/2017; he was charged under Professional Services: a Comprehensive Audiologist exam for $211.00, and $66.00 for the reading of the Tympanometry test. The insurance company paid at 100%.Hospital services: Billed amount $204.00 for the use of the equipment used during the hearing test. Insurance paid $17.91; we applied a contract adjustment of $86.09. According to the explanation of benefits from [redacted] insurance, he is responsible for a copay of $100.00. I have included a copy of the explanation of benefits with this letter.As to no response to the previous letters [redacted] sent, we show a response letter went out on 03/30/2018 explaining the billing process.We sincerely apologize for any inconvenience or difficulty [redacted] may have experienced while trying to resolve this matter. Thank you for allowing The Financial Ombudsman to review and respond to you. Respectfully,Kathy [redacted]Kathy [redacted]Financial OmbudsmanRevenue Cycle Management, CCHSCc: [redacted]

April 18, 2018   [redacted]
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[redacted]   This letter is in...

response to a complaint filed with your office by [redacted] This complaint was received in the Financial Ombudsman unit on April 17, 2018. We hope you find the following information to be helpful.   I would like to first offer my sincere apology for any aggravation this may have caused [redacted].  I understand the billing concerns he presented in his letter of complaint are stressful.   The diagnosis code on the order was rejected by [redacted]’s insurance, and our coding reviews did support [redacted]’s request for a coding correction.   However, the corrections were never effectively communicated to [redacted]’s insurance.   I apologize for the error.   As a result, I will adjust the charge, and request a refund be issued to [redacted] in the amount of $395.70, which is the amount he paid toward this balance.   I sympathize with the frustration the patient experienced in seeking to resolve this complaint. Our efforts are focused on bringing all aspects of each patient encounter to a level of World Class Care. If you have any additional questions or concerns, please feel free to call me directly at [redacted] or email me at [redacted]   Respectfully,     Mark [redacted] Financial Ombudsman   Cc: [redacted] Tell us why here...

Good Morning, I have attached our response to complaint #[redacted]Thanks,Sonya

Good Afternoon [redacted], We understand the patient does not agree with our findings and although we can understand Mr. [redacted]'s frustration.. The Financial Ombudsman's office considers this matter closed. Thank you,Sonya

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Every time I contact cleveland clinic about this they tell me something different.    This last time they tol me because I had a pre-existing condition (High blood pressure), they can't code it as preventive care.  I was not toldthis when I set up my appt, and when I went for the physical.Please see Attached:  I remember that our company had a program that if we got a physical under the preventive care requirement, we would get a gift certificate, but we had to have our doctor sign a form letter proving that they did it.  The title of this form letter is 'Preventive Care Attestation Form'.  This has my doctors signature, [redacted], on the form proving that he did this office visit as a preventive care.  I believe this proves thatthis bill should be coded Preventive Care as signed by my doctor indicates.Thanks
Regards,
[redacted]