Vitamin Cottage Natural Grocers

January 7, 2016 Revdex.com 2800 Euclid Ave 4th Floor Cleveland OH 44115 Complaint Number: [redacted]
Re: [redacted] CCF: [redacted] Dear Ms. [redacted], This letter is in response to the complaint filed with your office with regard to the above patient [redacted]...

[redacted].I would first like to extend my sincere apology for any frustration this may have caused. A thorough review has been completed of [redacted]’s account by our International department. Based on the conclusion of the review it has been determined that the remaining balance of $8627.45 is owed to the Cleveland Clinic. The International department has advised that the appropriate adjustments have been extended as per their policy and no further adjustments will be given. Although, the department leadership have advised no further discount to be applied to the outstanding balance they have agreed to extend Mr. [redacted] the opportunity to apply for financial assistance offered by the Cleveland Clinic. If this something Mr. [redacted] would be in agreement with he may contact our International department at 216.448.8231 to discuss the terms and the procedure for applying. 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 should you require further assistance. Best regards, Sonya W[redacted] Financial Ombudsman RCM

Cleveland Clinic January 12, 2016Revdex.com 2800 Euclid Ave 4th Floor Cleveland OH 44115 Complaint Number: [redacted] Re: [redacted] CCF: [redacted] Dear Ms. [redacted], This letter is in response to the rebuttal filed with your office by Mr. [redacted] with regard to an outstanding balance incurred at Cleveland Clinic. Mr. [redacted] made reference in his rebuttal letter to the amount of $574.78 showing on his September 20, 2015 billing statement as charges billed to insurance. Cleveland Clinic received the remittance form from Mr. [redacted]'s insurance on September 11th, 2015. Blue Cross allotted a contractual adjustment in the amount of $416.22 and left $574.78 as patient liability applying towards patient deductible. Once claims are processed by the insurance company, a payment remittance form is then forwarded to Cleveland Clinic from the insurance company reflecting patient liability if any. That amount will then appear on the patient's next monthly billing statement. Mr. [redacted]'s October billing statement generated on October 20th, 2015 and did reflect patient liability of $574.78 for date of service August 21, 2015. Once again the internal review of date of service August 21, 2015 has been completed and our decision remains unchanged. Patient liability for date of service August 21, 2015 remains at $574.78. 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 should you require further assistance. Best regards, Sonya W[redacted] Financial Ombudsman RCM

September 9, 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 with regard to Ms. [redacted]’s refund request. Per review of Ms. [redacted]’s account, it has been determined that Ms. [redacted] is due a refund in the amount of $50.19. The payment submitted by Tri Care has been allocated to Ms. [redacted]’s account leaving zero patient liability. The refund request has been submitted to our refund department, in the amount of $50.19. Please advise Ms. [redacted] to allow 10-14 business days to receive the requested refund.Thank you for allowing the Financial Ombudsman office to assist with this patient’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

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.  However, I fail to understand why I had to go to such extremes to have my request granted? Your business fails miserably at understanding that I am a customer and I do NOT have to choose you for my medical needs!
Regards,
[redacted]

March 15, 2017   Revdex.com 2800 Euclid Ave, 4th Fl Cleveland, Ohio 44115-2408   Complaint Number: [redacted] Patient Name: [redacted]   Patient Account #[redacted]   To whom it may concern, This letter is in response to a billing complaint from...

the patient’s mother, [redacted], filed in your office on September 19, 2016.This was sent to the Financial Ombudsman department filed on March 13, 2017, to review and respond back to you. I would first like to offer my sincere apology for any frustration this may have caused [redacted] and the patient. I understand the billing concerns have caused unwarranted distress and difficulty. In my investigation of the patient’s complaint I have reached out to the Medical Ombudsmen department who advised me of their final outcome. The Medical Ombudsmen department stated this concern was fully investigated in their office and the request for monetary adjustment has been denied. The decision was also reviewed by management as an appeal and the decision was confirmed, no adjustment was indicated. I continued my investigation and contacted the patient’s Anthem insurance to confirm that the balance of $362.86 on date of service March 29, 2016 which is applied toward the patient’s deductible. The charges include refraction for $35.00 and an eye exam and evaluation, with initiation or continuation of diagnostic and treatment program, this in the amount of $176.00. The balances have been billed correctly and processed through insurance correctly, therefore no adjustment will be granted from the Financial Ombudsmen department. I want to again, sincerely apologize for any inconvenience you experienced in trying to resolve this matter. Thank you for allowing me the opportunity to investigate the above concern.   Respectfully, Jamie A[redacted], Financial Ombudsman 216-445-5134 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.

May 24, 2017 Revdex.com2800 Euclid Ave, 4th FlCleveland, Ohio 44115-2408Attn: [redacted] Complaint Number: [redacted]Patient Name: Clifford * F[redacted]         Patient Account # [redacted] Dear Ms. [redacted], This letter...

is in response to a billing complaint from Mr. [redacted], filed in your office on May 23, 2017.This was sent to the Financial Ombudsmen department on May 24, 2017 to review and respond back to you. We would first like to offer our sincere apology for any frustration this may have caused Mr. [redacted]. We have reviewed the account and confirmed that an attempt was made to bill the patient’s secondary insurance, [redacted], but had unsuccessful follow up for dates of service from December 2014 through January 2016. The resolution for the issue has been completed and the outstanding balances with [redacted] have been adjusted and reflect zero patient responsibility.  As of today, May 24, 2017, after adjustments have posted I do not show that Mr. [redacted] has any other outstanding balances. A correspondence has been sent to [redacted] to close the accounts that are currently being held by their office and an itemized statement has been requested to provide a zero balance on the patient’s account and will be mailed to the patient’s home address.  We thank you for giving us the opportunity to resolve the error and apologize once more for the stress this may have caused Mr. [redacted] and his spouse. If the patient has any further questions please contact the office of the Financial Ombudsmen Department at [redacted]. Respectfully,Jamie A[redacted], Financial Ombudsman Revenue Cycle Management, CCHS Cc: [redacted] Need help paying your medical bills? Call [redacted] or go to [redacted] for information on our financial assistance policy.

May 20, 2016Revdex.com2800 Euclid Avenue 4th FloorCleveland, Ohio 44115-2408Attn: [redacted]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 Brittany [redacted] wife...

of patient [redacted] on May 16, 2016. The complaint was sent to the Financial Ombudsman department to review and respond back to you.I would like to first offer my sincere apology for any frustration this has caused Mrs. [redacted]. I understand the concern presented can be disturbing.A thorough review of the above referenced account was performed. My review uncovered that Mrs. [redacted] made an overpayment on her spouse [redacted]’s  account of $3,666.00 in which she has been trying to get refunded.I contacted the refund department at Cleveland Clinic, they advised me that a check went out on 05/18/2016 for the $3,666.00. I have contacted Mrs. [redacted] to let her know this was done.Again we apologize for any inconvenience the patient experienced in trying to resolve this matter and thank you for allowing us the opportunity to investigate Mrs. [redacted]’s.Respectfully,Kathy R[redacted]Kathy R[redacted]Financial OmbudsmanRevenue Cycle Management, CCHS Cc: Brittany [redacted]

Dear Ms. [redacted],This letter is in response to the complaint filed with your office by the above named patient in regard to a bill he has received from The Cleveland Clinic.A thorough review of the patient’s account has been performed and at this time the patient has a balance of $1,341.01 for the...

charge in question. The balance due represents the patient’s deductible based on the way his insurance processed the claim. Cleveland Clinic’s outpatient areas on Main Campus and throughout our Family Health Center, except Wooster, are classified as hospital outpatient facilities. This classification simplifies our billing processes and helps cover the cost of maintaining Cleveland Clinic’s hospital and outpatient sites. This classification started on March 1, 2009 for Main Campus and Family Health Centers. A notification was provided to the patient, upon checking in for the appointment, regarding the way the Cleveland Clinic bills its claims as hospital outpatient facilities. Unfortunately, the way that the insurance has processed the claim, applying the balance to the patient’s deductible, there is a higher out of pocket cost. While there will not be any adjustments made to the patient’s balance, we do offer various repayment options. The patient can contact our office to discuss these options further. 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-[redacted] 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.

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 Clinic Billing would not adjust the terms.  I feel they are establishing terms that are not able to be met.  They also required payment options when closing their old billing system that are different than the options they are offering now.  I plan to try to pay my bills within the 12 months they are requiring.  I appreciate Jenny working with me and the medical team at the Clinic but feel their repayment terms suffocate the patient.  I wanted it to be on record  I waited over 2 hours to talk to a manager on a prior call before contacting the Revdex.com so I added a screenshot of that.This case can be considered closed but I do not agree with the terms set.
Regards,
[redacted]

March 1, 2016Revdex.com2800 Euclid Avenue 4th FloorCleveland, Ohio 44115-2408Attn: [redacted]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 [redacted] on...

January 31, 2016. The complaint was sent to the Financial Ombudsman department to review and respond back to you.I would like to first offer my sincere apology for any frustration this has caused Mrs. [redacted]. I understand the concern presented can be disturbing.A thorough review of the above referenced account was performed. My review uncovered that Mrs. [redacted] made an overpayment on her account of $153.95 in which she has been trying to get refunded.I contacted the refund department at Cleveland Clinic, they advised me that a check will go out today for the $153.95. I have contacted Mrs. [redacted] to let her know this was being done.Again we apologize for any inconvenience the patient experienced in trying to resolve this matter and thank you for allowing us the opportunity to investigate Mrs. [redacted]’s concerns.Respectfully,Kathy R[redacted]Kathy R[redacted]Financial OmbudsmanRevenue Cycle Management, CCHS Cc: [redacted]

March 14, 2016 Revdex.com, Inc.  2800 Euclid Ave, 4th FloorNicole Means           Cleveland, OH 44115RE: Nancy A. W[redacted] Complaint ID: [redacted]CCF #[redacted] Dear Nicole Means,This letter is in response to a complaint filed in your...

office by Nancy A. W[redacted] on March 8, 2016. The complaint was sent to the Financial Ombudsman department to review and respond back to you.I would like to first offer my sincere apology for any frustration this may have caused Ms. [redacted]. I understand the billing concerns have caused much unwarranted distress and difficulty. A thorough review of the above referenced account was performed. Ms. W[redacted] indicated in her letter that she had an EMG test on 2/3/16 however; it was too painful to complete the test, and states she never received a written report, therefore we should have never billed her insurance. Ms. W[redacted] wants the charges reversed. After reviewing Ms. [redacted]’s concern with the coding department, all charges were billed accordingly and will not be reversed.  There were no errors found regarding an EMG being terminated or performed on the incorrect side. The clinical information indicates that it was the left side where the pain and numbness were.  There was mention in the report of the patient’s intolerance to pain therefore the procedure was limited however; it never indicated that the procedure was terminated. The charges in question will not be reversed. The insurance company paid in full.If the patient wishes for a copy of her medical records, she can request a copy by completing the attached medical release form I sent to her with a copy of this letter.    Once again we sincerely apologize for any inconvenience or difficulty Ms. W[redacted] experienced while trying to resolve this issue. Thank you for bringing this matter to our attention Respectfully,Kathy R[redacted]Kathy R[redacted]Financial OmbudsmanRevenue Cycle Management, CCHSCc: Nancy W[redacted]

[redacted]Jul 5 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 [redacted]

January 30, 2018     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 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** to review this complaint.   My investigation fully supports the patient’s complaint against the Cleveland Clinic. Charges for all the contact lenses purchased on December 14, 2017 were entered as though only one patient received all the lenses. This is an error.   To resolve her complaint, Cleveland Clinic will correct both patient accounts to show each child receiving their respective lens order. Cleveland Clinic will provide two itemized receipts showing the patient’s name and the charges belonging to each individual patient. These receipts will be emailed and mailed to the contact information provided with this complaint within 48 hours.   Additionally, my review shows Ms. Y[redacted]’s complaint was not handled properly by the CCF personnel she spoke with in December and January. Training 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 negative. I hope this information is helpful. If 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...

June 06/09/2015 Revdex.com, Inc.  2800 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, 2015. 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 concerns. I am sorry we adjusted the wrong amount of $410.80. We have made the correction and  adjusted an additional $125.80. We will refund the amount you paid of $125.00.We have also adjusted the $95.00 from the date of service 04/28/2015 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 issue. Thank you for bringing this matter to our attention. Respectfully,[redacted]Financial Ombudsman Revenue Cycle Management, CCHSCc: [redacted]

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 Clinic. This investigation is closed as of today’s date 11/4/15 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

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]

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 from the business is a superficial form response that does not address the primary concern, which is deliberate lack of transparency in the billing process, and after the fact presentation of extra services.  The appeal to purported information from other business is of course irrelevant.  She might as well have said I was in fact offered a discount, as her tone and dismissiveness is illustrative of the general disdain for the consumer exhibited by the Cleveland Clinic.  This is also not to mention that there is no explanation other that the fallacy of argumentum ad populum that even attempts to explain why a machine's less-than-one-hour use needs to be billed at more then the full replacement cost of said machine.  I voluntarily contacted the Cleveland Clinic to resolve my concerns, and was rejected on the phone.  I have now been rebuffed through the Revdex.com as well.  I am not sure if the woman responding to my complaint cares, has any reason to care, or has given any thought to the fact that in its stubbornness to work with me, they are guaranteeing they collect pennies on the dollar when they sell the debt to a third party collection agency.  Yet I am not afforded the same offer to settle immediately, even rather than in two years time.  This makes the refusal to deal with me look even worse.
Regards,
[redacted]

August 10, 2016Revdex.com2800 Euclid Avenue 4th FloorCleveland, Ohio 44115-2408RE: Complaint ID [redacted]Patient Name: [redacted]Patient Account: E14043017301Dear Nichole Means,This letter is in response to a complaint filed in your office by [redacted] in regard to...

receiving a bill with two separate large balances from the date of service 05/12/2016. 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 Ms. [redacted]. I understand the billing concerns have caused much unwarranted distress and difficulty.According to the complaint filed by Ms. [redacted], she states she called customer service in June when she received a large bill for $7515.41; it appears that two charges from date of service 05/12/16 were never billed to her insurance. When Ms. [redacted] received her July statement, the balance was $4520.13. Unfortunately, only one of the charges from 05/12/16 was billed. When Ms. [redacted] called in July she was told the second charge was billed and denied by insurance was advised  to call her insurance.A thorough review of the above referenced account was performed. The date of service 05/12/16 did have two charges, one for  the professional billing of $1,692.00This was billed after the patient called in June and now paid at 100%.The second charge for hospital services totaling  $2,384.00 did not initially bill in June or July. This was billed on August 3rd by one of our representatives  and is now pending with insurance.We will reach out to the Supervisor for the representative who told Ms, [redacted] her charge of $2384.00  was denied and request additional training and coaching for the representativeOnce again, we sincerely apologize for any inconvenience or difficulty Ms. [redacted] experienced while trying to resolve this issue. Thank you for bringing this matter to our attention.Respectfully,Kathy Reed Kathy ReedFinancial Ombudsman Revenue Cycle Management, CCHSCc: [redacted]

(The following was copy/paste by Revdex.com staff - [redacted]November 21, 2017Revdex.com2800 Euclid 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 2015 visit with the payment plan she was set up on for six months, but two of her payments applied to other dates of service. Consumer seeking the resolution of the payments being allocated correctly and balance pulled from collection. I 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 sitting. Therefore; as a resolution we will have the remaining $322.27 balance adjusted and the collection agency notified to cease collection and close the account. Respectfully,Jamie A[redacted], Financial Ombudsman [redacted] Revenue Cycle Management, CCHS Cc: [redacted]

This concern was addressed with the patient and a resolution was provided.