Vitamin Cottage Natural Grocers

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12178389, and find that this resolution is satisfactory to me Regards, Joseph [redacted]

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

October 20, Revdex.com Euclid Ave, 4th FL Cleveland, Ohio 44115-Attn: [redacted] Revdex.com Complaint Number: [redacted] Patient Name: [redacted] , [redacted] Patient Account # [redacted] Dear Ms***, This letter is in response to a letter of complaint filed with the Revdex.com by [redacted] This complaint has been forwarded to the financial ombudsmen for me to review and respond backWe appreciate the opportunity to respond to patient complaints and we strive to deliver World Class Care It is the Cleveland Clinic finance department goal to accurately process charges for medical services, insurance claims and patient paymentsThis process is often complicated when patient does not provide insurance ID cards, or is unaware of the termination date of their insurance policy Mr [redacted] presented for care at the Cleveland Clinic on 11/10/Our records show that no copay was collected on 11/10/Patient used a kiosk to check in to the appointment at 8:am Mr [redacted] again presented for care at the Cleveland Clinic on 11/18/Our records show that the Patient Services Representative collected $for a selfpay service - CT coronary calcium scoring studyWhen asked, Mr [redacted] did not have insurance ID cards available for scanning into our database on 11/18/ We have no record of a $copay made to the Cleveland ClinicIf Mr [redacted] has a receipt or other proof of payment for this $425, I would be happy to investigate this matter further The total of the charges for 11/10/was $The total of the CT coronary calcium scoring study on 11/18/was $When first presented with insurance claims for 11/10/15, Anthem BCBS made payment and adjustmentPatient was billed for deductible and coinsurance in January Mr [redacted] paid $in full In May, Anthem BCBS determined that the patient’s policy was inactive on the 11/10/date of service and Anthem BCBS retracted most payments and adjustments that had posted previouslyAnthem did not retract payments and adjustments totaling related to ref # [redacted] Mr [redacted] can call Anthem and inquire if he is curious regarding Anthem’s processPatient was billed by CCF for in May Mr [redacted] called Customer Service and processed $payment on May 19, The balance remaining $was billed to Mr [redacted] on statements June, July, August and September According to our standard collections policy, the balance of was transferred for further collections on 10/17/The ref # [redacted] would have placed with Revenue Group, but the patient called customer service again on 10/19/and paid $ Since the Cleveland Clinic does not empower our third party collection agents with the ability to add negative items to patient credit reports, there is no damage to Mr [redacted] ’s creditIf by some exception, a negative item appears on Mr [redacted] ’s credit report related to this reference number, please forward a copy of the credit report to me so that this negative item can be correctedA credit report showing a negative item can be sent to me by email [email protected] or by fax 216-445- My review of Mr [redacted] ’s account shows no fraudulent charges, no negative credit reports and no damages to the patientA summary of the financial transactions appears below: + 11/10/charges + 11/18/charges - 11/18/patient payment - 01/27/patient payment - 05/12/insurance activity not reversed by Anthem - 05/19/patient payment - 10/19/patient payment = 10/20/balance remaining I understand that this financial process is confusing and I am sorry that Mr [redacted] is experiencing anxiety regarding his billing and creditFor further clarification, I may be reached directly at 216-445-or via email at [email protected] Sincerely, Christine J [redacted] Financial Ombudsman Revenue Cycle Management, CCHS Cc: [redacted] , Andrew Need help paying your medical bills? Call or go to www.ccf.org/financialassistance for information on our financial assistance policy

January 26th, Revdex.com Euclid Ave 4th Floor Cleveland OH Complaint Number: [redacted] Re: [redacted] CC# [redacted] Dear Ms***, This letter is in response to the complaint filed with your office, with regard to the above patient [redacted] I would first like to extend my sincere apology for any frustration this may have causedA thorough review has been completed of Ms [redacted] ’s accountPer review completed by department, Ms [redacted] ’s visit with DrM [redacted] was coded with diagnosis code E(obesity) per documentation submitted by DrM [redacted] Mrs [redacted] presented to have paperwork filled out for her employer and the only assessment plan documented was discussion of risk factors, healthy eating and exercise to maintain healthy weightDuring this visit Ms [redacted] was scheduled for a routine physical for a wellness visit which took place on 01/19/Unfortunately, based on the review per supporting physician documentation we are unable to change the submitted diagnosis codePer Medical Mutual the billed diagnosis code Eis a non-covered benefit per patient’s policy; therefore Ms [redacted] will remain liable for the charged amount of $Once again, my sincere apology for any frustration this may have causedThank you for contacting the Financial Ombudsman office to assist with this patient’s concernPlease feel free to contact our office at 216-445-should you require further assistance Sincerely,Sonya W [redacted] Financial Ombudsman RCM

[redacted] *Jul to me Hi [redacted] ,I was unavailable to respond to the Revdex.com with an update when I got the automated email Please update the complaint that the issue is closed and the customer is satisfied with the response.ThanksRegards ***

June 12, Revdex.com Euclid Ave, 4th FL Cleveland, Ohio 44115-Attn: [redacted] Revdex.com Complaint Number: [redacted] Patient Name: [redacted] Patient Account # [redacted] Dear [redacted] ***, This letter is in response to a complaint filed with your office by [redacted] Our efforts are focused on bringing all aspects of each patient encounter to a level of World Class Care In his complaint, the patient states that he called the Cleveland Clinic Customer Service department to “negotiate payment on bill.” When the patient has responsibilities like copays, deductibles and coinsurance based on their insurance policy benefits, those balances are due in fullThe Cleveland Clinic does not offer negotiation of patient balances I have reviewed all balances currently owed by the patientThe balances billing to the patient are his copay, deductible and coinsurance amountsSome patient payments have been credited to the account The patient states in his complaint that the balances Cleveland Clinic is billing are different than the amounts UHC Choice Plus confirms that he owesThis is true, because due to the application of patient payments, balances are lower for these three references: CCF REFERENCE DATE OF SERVICE INSURANCE PT PMTS AMOUNT BILLING [redacted] $ [redacted] + $ [redacted] $ I found one financial error on the patient’s account, reference # [redacted] On that date of service [redacted] ***, the patient was uninsured and eligible to receive a charity adjustmentThat reference is now being adjusted by $The patient payment $which had applied to this reference has been instead applied to the patient balance for reference # [redacted] While the Cleveland Clinic cannot offer the patient negotiation of his correct balances, his accounts that are now in collection with [redacted] are still eligible for a month interest free loan programCustomer service can assist the patient with initiation of this loan, 216-445- I have mailed to the patient address this letter and an itemized statement showing his account balancesWhile I sympathize with the patient’s wish to avoid stress and I sincerely hope this information will not aggravate his medical condition, these balances were correctly billed to the patient and are his responsibility If you have any additional questions or concerns, please feel free to call me directly at 216-445-Thank you for providing me with the opportunity to investigate the above complaint Respectfully, Christine J [redacted] Financial Ombudsman Cc: [redacted] Cc: [redacted] ***

Statement Period 2/27/to 3/6/ Claims Processed between 2/27/to 3/6/ Claim number [redacted] THIS CLAIM WAS PROCESSED ON 3/5/ YOU NO LONGER OWE THE PROVIDER THE MEDICAL PATIENT RESPONSIBILITY AMOUNT 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 PAGES NOT JUST

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 The response by the Cleveland Clinic was inaccurate in many areasFirst, when I went to the Emergency room the first time, I had chills, and was shaking all over, but the pain was specific to my left hip, not anywhere else The people in the Emergency room were well aware of this because I had to use a wheelchair due to the pain in my hipThe Emergency room sent me home with no treatment or suggestionsSecond, the Emergency room made no comment about seeing my family doctor I initiated that visit on my ownThird, I was told by several people at the clinic, including the infectious disease specialist, DrSchinabeck, that I had a staph infection There was never any mention of a strep infection until this response from the clinicFourth, when the infection was revealed in December, there was never an inspection of the surgery in my right hip, which had taken place in October of I Believe that was when the staph infection probably occurredUnfortunately, the response from the clinic is purposely misleading and inaccurateMuch of their response includes details and statements that I have never heard before I would like to point out again that we are not talking about very much money The incidents took place in December of 2016, and at that time I had already met the deductible requirements for my insurance All I am asking is that I not be held responsible for any out-of-pocket expenses related to the infection I sincerely believe that a reasonable person would conclude that the infection was initiated during one of my surgeries at Hillcrest I just expect the Clinic to act reasonably Regards, [redacted]

August 1, Revdex.com Euclid Ave, 4th FL Cleveland, Ohio 44115-Attn: [redacted] Revdex.com Complaint Number: [redacted] Patient Name: Bethany [redacted] Patient Account # [redacted] Dear Mr [redacted] , This letter is in response to a complaint filed with your office by patient Bethany ***This complaint was received in the Financial Ombudsman unit on August 1, Thank you for allowing me the opportunity to review this patient’s complaint When the patient visited the Cleveland Clinic on September 14, 2016, she was presenting for ongoing treatment of her allergies by immunotherapy injectionOn August 17, 2016, the patient scheduled a series of appointments for immunotherapy injection: 9/14/16; 10/12/16; 11/7/and 12/7/ In the chart for the patient’s visit 9/14/16, there is no documentation of a conversation with the nurse about cancellation of this series of treatmentThe nurse noted the patient’s intention to proceed with immunotherapy injections and dispensed treatmentThe next day, the allergy specialist prescribed the mixture for the patient’s next injection and it was mixed in anticipation of the patient visit October 12, This is the common practice of the Department of Allergy and Clinical Immunology at the Cleveland ClinicThe ordering and preparing of the allergy serum is done in advanceIf the patient had kept her appointment, she would have been charged separately for the serum created 9/16/reference # [redacted] and then for the injection 10/12/on another reference number On Sept 21, the patient called to cancel her appointmentsAt that point, the serum was already prepared and charges were entered into the billing platformThis was not an error, but billing for ongoing treatment immunotherapy injectionsThe charge cannot be voided because the medical procedure to mix the serum was in fact completed In her complaint, the patient mentions that she did not receive notice that the serum was created and billed until May 8, In review of the patient’s statements and the claim sent to insurance, I find that the correct charge did appear on a statement Feb 2017, but it was still pending with insurance at that timeThe charge did not bill as a patient responsibility until May 8, A month delay between the date of the medical service and the correct bill to the patient is within the timely billing guidelines of the medical industryHowever, since this delay resulted in expired serum by the time the patient knew the serum was created, I find the patient’s request for balance adjustment reasonable As a courtesy from the Financial Ombudsmen, today I adjusted the patient’s balance related to ref# [redacted] for DOS 9/16/This is a one-time courtesy from our unitThe procedure of advance preparation of the serum is now known to the patient, and no comparable future adjustment could be authorized by this department I sympathize with the frustration the patient experienced in seeking to resolve this complaintOur efforts are focused on bringing all aspects of each patient encounter to a level of World Class CareIf you have any additional questions or concerns, please feel free to call me directly at [redacted] or email me at [redacted] Respectfully, Christine [redacted] Financial Ombudsman Cc: ***, Bethany

June 24, 2015This letter is in response to the complaint filed with your office by Mr [redacted] with regard to a balance that had been transferred to collections.I would first like to extend my sincere apology for any frustration this may have causedA thorough review has been completed of Mr***’s account and it appears that the two payments made by Mr [redacted] would be the approximate amounts required to pay off the account balance of $in monthly incrementsIt does not seem that it was explained to Mr [redacted] that Cleveland Clinic only offers payment plan optionsThe first would be a month payment plan for any balance under $the second one would be a month payment plan for any balance over $Therefore Mr [redacted] stating that he would send in payments would not prevent his account from aging which would put the account at risk for transferring to collectionsThis is what happened in Mr***’s case.I have closed the remaining portion of Mr***s account with our collection agency and adjusted the balance of $51.28, because documentation does not support that Mr [redacted] was made aware that he was not on a formal payment plan; therefore, not paying the balance in full could allow the balance to transfer to collectionsAlthough this balance transferred to collection this will in no way impact Mr***’s credit rating.Thank you for contacting the Financial Ombudsman office to assist with this patient’s concern.Please feel free to contact our office at 216- [redacted] should your require further assistance.Best regards, [redacted] Financial Ombudsman, RCMNeed help paying your medical bills? Call or go towww.ccf.org/financialassistance for information on our financial assistance policy

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]

Dear MsMeans, This letter is in response to the complaint filed with your office by Ms [redacted] with regard to an outstanding balance incurred at Cleveland ClinicI would first like to extend my sincere apology for any frustration this may have causedA thorough review has been completed of Ms [redacted] 's accountIt has been determined, date of service 12/17/was billed correctly and compliantlyThe labs Ms [redacted] received on 12/17/were paid according to the contracted rate and the $residual balance applied towards Ms [redacted] 's deductibleWhen a patient receives services in their physician's office or outpatient clinic, patients will incur two different charges1.) Hospital Services: covers the use of the room and any medical or technical services, supplies or equipmentThe facility and or treatment room charge falls under this category2.) Physician and Clinical Professionals: covers doctor services, treatment and proceduresThe facility and/or treatment room charge is the result of Cleveland Clinic's physician offices and outpatient clinics being classified as hospital outpatient departments, also called provider-based facilitiesProvider-based billing applies to all patients, regardless of the type of insurance the patient carriesA copy of the explanation of benefits provided by Ms [redacted] 's insurance company which reflects the patient liability due of $has been mailed to Ms [redacted] 's home addressWith regard to patient balances transferring to collections, although a balance may transfer to collections it will have no impact on the patient's credit rating, as Cleveland Clinic does not report to any of the credit bureausThank you for contacting the Financial Ombudsman office to assist with this patient's concernPlease feel free to contact our office at 216- [redacted] if you require any further assistanceBest regards, [redacted] Financial Ombudsman RCM

September 28, [redacted] Euclid Avenue 4th Floor Cleveland, OH 44115- Complaint Number: [redacted] Patient Name: [redacted] Patient MRN #: [redacted] Dear [redacted] ***, This letter is in response to a rebuttal by Mrs [redacted] , filed in your office on September 27, The complaint was forwarded to The Office of the Financial Ombudsman to review and respond back to you Again, I would like to offer a sincere apology on the part of The Cleveland Clinic for the frustration and anxiety this has caused you for the better part of years now Speaking to your settlement request from The Revdex.com, I can assure you that after this amount of time, this institution will NOT hold you liable for any of the amounts for the December and February charges that have been in a pending status for some time nowRegardless of how the insurance responds, we WILL NOT hold you liable I hope this response finds you pleased and of course, if you have any future questions or concerns, you can feel free to contact me directly at my office phone of: 216-442- Thank you for your recent inquiry and I hope you find the following information to be satisfying Sincerely, Bradley C [redacted] Financial Ombudsman The Cleveland Clinic Foundation

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] I have read [redacted] response regarding my liability of the balance of due, in fact I have already paid this, are they saying I have not paid Please make sure Ms [redacted] is aware I have paid it Thank you

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

These concerns were addressed by our office (8/2016) and then this was appealed (9/2016.) The patient has been notified of the outcome

June 24, 2015This letter is in response to the complaint filed with your office by Mr [redacted] with regard to a balance that had been transferred to collections.I would first like to extend my sincere apology for any frustration this may have causedA thorough review has been completed of Mr ***’s account and it appears that the two payments made by Mr [redacted] would be the approximate amounts required to pay off the account balance of $in monthly incrementsIt does not seem that it was explained to Mr [redacted] that Cleveland Clinic only offers payment plan optionsThe first would be a month payment plan for any balance under $the second one would be a month payment plan for any balance over $Therefore Mr [redacted] stating that he would send in payments would not prevent his account from aging which would put the account at risk for transferring to collectionsThis is what happened in Mr***’s case.I have closed the remaining portion of Mr***s account with our collection agency and adjusted the balance of $51.28, because documentation does not support that Mr [redacted] was made aware that he was not on a formal payment plan; therefore, not paying the balance in full could allow the balance to transfer to collectionsAlthough this balance transferred to collection this will in no way impact Mr***’s credit rating.Thank you for contacting the Financial Ombudsman office to assist with this patient’s concern.Please feel free to contact our office at 216- [redacted] should your require further assistance.Best regards, [redacted] Financial Ombudsman, RCMNeed help paying your medical bills? Call or go towww.ccf.org/financialassistance for information on our financial assistance policy

Good Afternoon,This email is to confirm the complaint mentioned above has been investigated by me on behalf of the patient with the appropriate department within the Cleveland ClinicThis investigation is closed as of today’s date 11/4/and notification of the results of my investigation and a resolution letter has been forwarded to the patient.We appreciate the opportunity to address the patient’s concernIf you should have any question please feel free to contact me at 216-444-2544Thank you [redacted] Ombudsman

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] ***

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]