Vitamin Cottage Natural Grocers

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 after reading the letterit comes off as a pacifying form letter,not an actual attempt to resolve anythingif this is how they resolve their issues, than I think the status of who they have become seriously has outweighed their honest attempts to be the bestI'm appalled at how I was spoke with and have and will continue to share my experience with others

January 30, Revdex.com Euclid Ave, 4th FL Cleveland, Ohio 44115-Attn: [redacted] Revdex.com Complaint Number: [redacted] Patient Name: [redacted] Patient Account # [redacted] Dear Mr T [redacted] This letter is in response to a complaint filed with your office by [redacted] Thank you for providing the Financial Ombudsmen with the opportuni [redacted] to review this complaint My investigation fully supports the patient’s complaint against the Cleveland ClinicCharges for all the contact lenses purchased on December 14, were entered as though only one patient received all the lensesThis is an error To resolve her complaint, Cleveland Clinic will correct both patient accounts to show each child receiving their respective lens orderCleveland Clinic will provide two itemized receipts showing the patient’s name and the charges belonging to each individual patientThese receipts will be emailed and mailed to the contact information provided with this complaint within hours Additionally, my review shows MsY [redacted] ’s complaint was not handled properly by the CCF personnel she spoke with in December and JanuaryTraining will be provided to ensure legitimate complaints are properly escalated by these representatives in the future I apologize that the patients’ mother’s financial experience at the Cleveland Clinic has been negativeI hope this information is helpfulIf you have any additional questions or concerns, please feel free to call me directly Respectfully, Christine J [redacted] Financial Ombudsman [redacted] Tell us why here

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 Thank you for taking the time to look into the matter for me Regards, [redacted] ***

(The following was copy/paste by Revdex.com staff - ***)***November 21, 2017Revdex.comEuclid Ave, 4th FlCleveland, Ohio 44115-2408Attn: [redacted] Complaint Number: [redacted] Patient Name: [redacted] Patient Account # [redacted] Dear Mr [redacted] This letter is in response to a billing complaint from [redacted] , filed in your office on November 9th, 2017.This 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] The consumer stated she paid her November visit with the payment plan she was set up on for six months, but two of her payments applied to other dates of serviceConsumer seeking the resolution of the payments being allocated correctly and balance pulled from collectionI have completed my review and find due to the time services were rendered and payments made we no longer run and have limited access to the billing system where the charges are sittingTherefore; as a resolution we will have the remaining $balance adjusted and the collection agency notified to cease collection and close the accountRespectfully,Jamie A [redacted] , Financial Ombudsman [redacted] Revenue Cycle Management, CCHS Cc: [redacted] *

January 23, Revdex.com Euclid Ave, 4th Fl Cleveland, Ohio 44115-Attn: [redacted] Complaint Number: [redacted] Patient Name: [redacted] Patient Account # [redacted] Dear Ms***, This letter is in response to a billing complaint from [redacted] , filed in your office on January 21, 2017.This was sent to the Financial Ombudsman department to review and respond back to youI would first like to offer my sincere apology for any frustration this may have caused Mr [redacted] I understand the billing concerns have caused unwarranted distress and difficultyIn my investigation of the patient’s complaint, I have found there to be a charge of $179.00, which in error was not included on the claim that had been submitted to the insurance companyThe claim that was submitted reflects an explanation of benefits stating patient responsibility of $103.75, which the patient had paid on 10/24/There was an error in posting the adjustment of the $that lead to it being placed to the patient’s responsibility and therefore going to collectionThe collection balance was placed with our agency, the [redacted] ***, who is contracted with the Cleveland Clinic and have an agreement not to report to the credit bureauI have corrected these errors and have confirmation that it has been closed with the [redacted] and the balance now reflects zero liability to the patientThis concludes my investigation, all balances have been paid and no further collections activity will be taken for the services provided on April 14, I want to sincerely apologize for any inconvenience you experienced in trying to resolve this matterThank you for allowing me the opportunity to investigate the above concern Respectfully, Jamie A [redacted] , Financial Ombudsman Unit 216-445- [redacted] Cycle Management, CCHS Cc: [redacted] , [redacted] C Need help paying your medical bills? Call or go to www.ccf.org/financialassistance for information on our financial assistance policy Tell us why here

Good afternoon [redacted] , This office has already received and responded to a complaint by the patient's husband ( [redacted] ) on September 2, The complaint was received by The office of our President and CEO, DrDelos C [redacted] In the letter that was mailed to the patient, [redacted] explained that there was confusion between charges for dates of service and their needing to be prior authorized, the dates of February 10, and December 7, were addressedWe are continually monitoring the account and awaiting responses from our internal denials team and also from insurance The appeals have been filed with insurance and we are waiting for responses for both dates [redacted] also placed a bill hold on the account but, it was cancelled and allowed a statement to generate and be mailed to our patient, showing a current active balance of $94,which we know is not true at this pointThe patient should not have received this statement and I placed the hold back on the account today, while we resolve this in the backgroundIf your office has further questions or concerns, please feel free to contact me personally at 216-442-any weekday from 8:30am until 5:00pmRegards, Bradley C***Financial OmbudsmanThe Cleveland Clinic Foundation

June 06/09/Revdex.com, Inc Euclid Ave, 4th Floor [redacted] Cleveland, OH 44115RE: [redacted] ***Complaint ID: [redacted] CCF # [redacted] Dear [redacted] ***, This letter is in response to a complaint filed in your office by [redacted] on June 6, This complaint was sent to the Financial Ombudsman department to review and respond back to you.First I would like to offer my sincere apologies for any inconvenience or frustration trying to resolve her concernsI am sorry we adjusted the wrong amount of $We have made the correction and adjusted an additional $We will refund the amount you paid of $125.00.We have also adjusted the $from the date of service 04/28/per your insurance you are not responsible for that amount.Please know if you continue to utilize the Cleveland clinic there will be a charge for the another physician at the [redacted] to help her in defraying this cost Once again, we sincerely apologize for any inconvenience or difficulty [redacted] experienced while trying to resolve this issueThank you for bringing this matter to our attentionRespectfully, [redacted] ***Financial Ombudsman Revenue Cycle Management, CCHSCc: [redacted] ***

August 15, Revdex.com Euclid Ave, 4th FL Cleveland, Ohio 44115-Attn: [redacted] Revdex.com Complaint Number: [redacted] Patient Name: [redacted] Patient Account # [redacted] Dear Ms***, This letter is in response to a complaint filed with your office by [redacted] ***, as a patient and on behalf of his spouse and childThank you for providing the Financial Ombudsmen with the opportunity to review this complaint The patient’s spouse was seen at the CCF Wooster location on February 6, I do not see any insurance denials or other financial problems on this account$was patient’s deductible for an x-ray, ref # [redacted] This charge appeared on correct statements April – July, Since this balance remained unpaid, it was sent for collection with agency ROI per CCF policy The patient and his daughter [redacted] were seen at the CCF Wooster location on February 21, After services were rendered, claims were sent to the patients’ insurance company, *** [redacted] In mid-March, [redacted] answered claims with zero payment The patients’ balances were unpaid for four cycles and were sent for additional collection efforts at ROI collection agencyPlease know that ROI collection will not cause damage to the patients’ creditThe patient paid the ROI balances in early August I spoke with a representative at [redacted] todayWhen the claims were initially denied in March 2017, the [redacted] apparently did not have listed pricing for CCF as a providerThis made CCF appear out of network to [redacted] , even though CCF is in network for this payer In June, the [redacted] provided the in-network pricing to [redacted] , which cause insurance to reprocess the claimsOn August 14, 2017, CCF received new remittance from [redacted] indicating reprocessing of the zero payment claims I have requested itemized statements for mail delivery to these three patients, so that these transactions might be fully transparentThe patients do still have deductible responsibilities for diagnostic imaging (i.e., x-ray) and for treatments (i.e., nebulizer treatment); however, a portion of the patient payment for balances is now refundable After resolving deductible amounts related to Feb and Feb for this family, I requested refunds to the patient: $and $ I understand the patient feels mistakes were made by his insurance and by CCFBefore rendering care, CCF does confirm a patient’s general eligibility for careYet CCF cannot ultimately guarantee a perfect, error-free financial experience because there are multiple parties in these transactions I apologize that the patient’s financial experience has been negativeI hope this information is helpfulIf you have any additional questions or concerns, please feel free to call me directly at Respectfully, Christine J [redacted] Financial Ombudsman [redacted]

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

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 So what they are saying is that if you think you are having a [redacted] you had better be having a [redacted] or they will code what your final diagnoses is? How is this right? If I knew it was ***, I would have gone to my doctorThey say if you suspect a [redacted] get to the ER ASAP! I thought that's what they are forSo next time I could possible be having a [redacted] and be afraid to go to the ER because of this and die All I was asking was for the ER to use the code That states why I came inI will definitely not use the [redacted] againI will go where they know what the are doing! They have never used final diagnosis codes before ao what changed other than a so called non profit hospital making profitMane I should be taking this matter elsewhere Regards, [redacted]

Cleveland Clinic February 4th Revdex.com Euclid Ave 4th Floor Cleveland OH Complaint Number: [redacted] Re: [redacted] *** CCF: [redacted] Dear Ms***, This letter is in response to the rebuttal filed with your office with regard to the above patient [redacted] ***I have reviewed the rebuttal submitted by Mrs [redacted] and would like to address Mrs***'s concern with regard to the payment made in the amount of $There are two phases in which balances are transferred to collectionsThe first phase of an out for collection balance is when the balance transfer's to one of the collection agencies that have partnered with Cleveland Clinic to collect [redacted] owed to Cleveland ClinicThis balance has not been "sold" to the collection agency and all monies collected are due Cleveland ClinicThe second phase is when the collection agency has failed to collect the outstanding balance in the allotted time given by Cleveland ClinicThis balance is then transferred back to Cleveland ClinicOnce Cleveland Clinic receives the uncollected balance; at that time it may be "sold" to an outside collection companyAny monies collected by the outside collection company, are due to the outside collection company, and no monies will be transferred to Cleveland ClinicThe balance of $for [redacted] had not been sold; only sent out for collections, with any monies collected to be submitted to Cleveland ClinicI have mailed a detailed itemized statement to Mrs [redacted] to reflect the allocation of all patient paymentsOnce 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 assistanceBest regards, Sonya W [redacted] Financial Ombudsman RCM

April 11, Revdex.com Euclid Ave, 4th FL Cleveland, Ohio 44115-Attn: [redacted] Revdex.com Complaint Number: [redacted] Patient Name: ***, [redacted] Patient Account # [redacted] Dear Ms***, This letter is to close out [redacted] ***’s complaint filed with the Revdex.comI am very sorry we currently do not offer payment arrangements to meet his needs as well as for the lengthy hold timeI have noted and logged both issues I did speak with him on Friday, April 7, to discuss repayment terms and will follwith him again on Thursday, April 13, to finalize payment arrangementsAgain, my direct number is 216-445-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 or go to www.ccf.org/financialassistance for information 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.While the Cleveland Clinic did successfully look up and type the details of the visit that caused my balance, this unfortunately was not the cause of my complaintMy complaint was and is still that Cleveland Clinic refuses to bill insurance correctly to receive proper paymentCleveland Clinic arrogantly refuses to communicate with my insurance and expects me to compensate them when they bill incorrectlyMy insurance company has no way to verify that an 'outpatient service' is a specialist visit without verification from Cleveland ClinicRather than simply contact my insurance and offer required information to receive proper payment, they double-charge me.CC's financial department, like their customer service, does not seem serious about addressing this issueOut of respect for my time, I will make the payment requested and hold my records for the inevitable class action suit against CC Regards, [redacted]

Cleveland Clinic June 11, Revdex.com Euclid Avenue 4th Floor Cleveland OH 44115-Complaint Number: [redacted] CCF: [redacted] Dear Ms***, This letter is in response to the complaint filed with your office by Ms [redacted] , with regard to a Cleveland Clinic balance which transferred to collectionsI 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 my review, it has been determined that Cleveland Clinic received Ms [redacted] 's payment on December 31, Therefore; this payment should have applied to Ms [redacted] 's outstanding balance, preventing the charge from transferring to collectionsMs [redacted] 's payment in the amount of $has been allocated to the outstanding charge and this balance has been closed with the agencyAlthough this balance did transfer to collections this will in no way impact Ms [redacted] 's credit ratingAgain, I offer my sincere apology concerning this matterThank you for allowing the Financial Ombudsman office to assist with this patient's concernPlease feel free to contact our office at 216-445-should you require further assistanceBest regards, Sonya W [redacted] Financial Ombudsman RCM

Good Morning,This is a case for the Medical Ombudsman as it doesn't deal with any financials. I have forwarded it along to Pat [redacted] with the Medical Ombudsman. Regards,Jennifer [redacted]

(The following was copy/paste by Revdex.com staff - [redacted] April 30, [redacted] [redacted] [redacted] [redacted] *** [redacted] This letter is in response to a complaint filed in your office by [redacted] on April 27, 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 $for hospital services for date of service 11/15/ [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 accountThe 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 equipmentThe 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 $for the reading of the Tympanometry testThe insurance company paid at 100%.Hospital services: Billed amount $for the use of the equipment used during the hearing testInsurance paid $17.91; we applied a contract adjustment of $According to the explanation of benefits from [redacted] insurance, he is responsible for a copay of $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/explaining the billing process.We sincerely apologize for any inconvenience or difficulty [redacted] may have experienced while trying to resolve this matterThank you for allowing The Financial Ombudsman to review and respond to youRespectfully,Kathy ***Kathy ***Financial OmbudsmanRevenue Cycle Management, CCHSCc: [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]

April 28th, 2016 Revdex.com Euclid Avenue 4th Floor Cleveland OH 44115-2408 Complaint Number: *** CCF: *** Dear Ms***, This letter is in response to the complaint filed with your office by Ms*** with regard to Cleveland Clinic’s
provider based billing policy. I would first like to extend my sincere apology for any frustration this may have causedA thorough review has been completed of Ms***’s accountMs***’s concern is being held liable for the facility charge assessed for service renderedAlthough Cleveland Clinic does understand how frustrating this is for our patient’s, provider based billing has been practiced for years by hospitals nationwideProvider based billing (or facility fees) covers the cost of providing services patients receiveMedicare allows hospitals with outpatient facilities (such as a doctor’s office) to bill this separate facility fee to cover the overhead costs of maintaining these facilitiesMedicare pays this fee to make up for the hospitals cost of meeting additional standards that Medicare requires hospital outpatient facilities to meetIf our patients have Medicare and a secondary supplemental insurance, the secondary picks up the residual balance left by MedicareIf the patient has only one primary insurance, such as *** ***, the patient is liable for the residual balance left by their primary insurance. In conclusion, services rendered at our Cleveland Clinic facilities will be billed in two separate components, a professional charge as well as a technical chargeThe patient’s specific insurance company/benefit package will determine patient liability, if any, with regard to the technical chargeWe do hope this explanation helps with regard to our provider based billing policy. Again, I offer my sincere apology concerning this matterThank you for allowing 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. Best regards, Sonya W*** Financial Ombudsman RCM

This letter is in response to the complaint filed with your office by Mrs*** with regard to an outstanding balance due; which resulted from a test that was submitted to Medicare that was not covered.I would first like to extend my sincere apology for any frustration this may have
causedA thorough review has been completed of Mrs***’s accountPer the review, it has been determined that there seems to have been miscommunication between the Cleveland Clinic and Medicare The first issue is that the first submission to Medicare was submitted without the correct modifier in order to define the labs performedSecondly, after the initial rejection of the claim by Medicare, Cleveland Clinic’s billing department did reach out to Medicare and spoke with several Medicare representatives as there was an issue with Medicare not using the updated description of the GY modifierThird, Medicare advised Mrs*** incorrectly that she was not liable for the balance when in fact this is a non-covered charge and the patient is liable for the balance.After review of all information, it has been determined that due to the inconsistency of the information provided to the patient; we will not hold the patient liable for the balanceThe charge has been adjusted and stands at a zero balanceIn addition, Mrs*** has made several payments which were allocated to the service date in question; those payments will be moved and reallocated to the open balances on Mrs***’s account that show as patient liability. Once again, I offer my sincere apology concerning this matterThank you for contacting the Financial Ombudsman office to assist with this patient’s concernPlease feel free to contact our office at 216-*** should you require further assistance.Best regards,*** ***Financial Ombudsman, RCMNeed help paying your medical bills? Call or go to www.ccf.org/financialassistancefor information on our financial assistance policy

Revdex.com:
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 responded that they will contact me directly regarding this matter and they haven't contacted me about this matter- not one call or any messaging at all about my complaintPlease reach out and ask that they communicate to me in some mannerI prefer through this site in writing because they so often lie on the phone, but any sort of communication at this point is better than none at allThis again shows how their word isn't honorable or trustworthy.
Regards,
Amanda Lullo