Vitamin Cottage Natural Grocers

December 20, 2017 Revdex.com2800 Euclid Ave, 4th FLCleveland, Ohio 44115-2408Attn: [redacted] Revdex.com Complaint Number: [redacted] Patient Name: [redacted]Patient Account # [redacted] Dear Mr. [redacted], This letter is in response to a letter of complaint...

filed with the Revdex.com by [redacted]. On December 19, 2017, this matter was received in the Financial Ombudsman unit for review on behalf of the Cleveland Clinic. Mr. [redacted] was quoted $452.00 on 9/7/17 for [redacted] with diameter less than 0.5 cm, which is CPT [redacted]. Due to infection, he did not have this performed on this date of service which is why his $452.00 pre-payment was refunded that day. Instead, he had an [redacted] of the infection (CPT [redacted]) which ironically has exactly the same charge of $452.00. I am sorry his $452.00 pre-payment was voided vs. being applied to the CPT [redacted] drainage procedure. Please see separate attachment. I have included the itemized breakdown of the charges to show CPT [redacted] is also $452.00. He proceeded with the excision on 11/9/17. He again prepaid the $452.00 for CPT [redacted] - [redacted] with diameter less than 0.5 cm. However, this time, he had CPT [redacted] performed - [redacted] with diameter 2.1-3.0 cm. This CPT carries a higher charge of $685. While we strive to accurately quote a procedure, occasionally a provider may perform more or less than what was quoted.  I can however extend a 35% discount off each charge, including the pathology charges. This is our self-pay discount we offer when a service is either prepaid or paid within first statement cycle: Reference # [redacted] $452 less 35% discount ($158.20) = $293.80Reference # [redacted] $685 less 35% discount ($239.75) minus $452 patient pre-payment = $0 (patient $6.75 credit here transferred to Ref # below)Reference # [redacted] $71 less 35% discount ($24.85) minus $6.75 patient credit from above Ref # = $40.40Reference # [redacted]  $172 less 35% discount ($60.20) = $111.80So in total, his current balance would be reduced from $928.00 to $446.00.I want to sincerely apologize for any inconvenience experienced in trying to resolve this matter. While we cannot remove these charges because both the [redacted] in Sept and [redacted] removal in Nov were performed, we are happy to offer the 35% self-pay discount to lessen the financial burden. Please reach out to me directly at 216-445-9020 to make payment arrangements, or if you have any additional questions or concerns. Respectfully,  Jennifer [redacted] Financial OmbudsmanRevenue 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./financialassistance for information on our financial assistance policy.

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

January 27, 2015Revdex.com2800 Euclid Avenue 4th FloorCleveland, Ohio 44115-2408Attn: [redacted]Complaint Number: [redacted]Patient Name: K[redacted] Patient Account # [redacted]Dear Ms. [redacted], This letter is in response to a complaint filed with your office by the...

above named patient in reference to a bill for services that were previously paid.We have thoroughly reviewed the patient’s account and can confirm that the balance is $0.00. A refund is being processed to the patient in the amount of $88.20 due to overpayment on the account. The collection agency has been notified to cease all collection efforts due to the resolved balance. In no way will this action impact the patient’s credit rating as the balance is not reported to any credit reporting agency. We sincerely apologize for any inconvenience the patient experienced in trying to resolve this matter and thank you for allowing us the opportunity to investigate Mr. [redacted]’s concerns. Respectfully,Morgan C[redacted]Financial OmbudsmanRevenue Cycle Management, CCHS Need help paying your medical bills? Call 866.621.6385 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 while the resolution is not satisfactory to me, I have no additional means in which to prove that the visit was scheduled as a physical other than what I have already provided. I will pay the amount charged and will  be very hesitant to do business with the Cleveland Clinic in the future as I learn more about others having similar problems with this business.
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.
after reading the letter... it comes off as a pacifying form letter,... not an actual attempt to resolve anything. if 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 best.... I'm appalled at how I was spoke with and have and will continue to share my experience with others

January 23, 2017   Revdex.com 2800 Euclid Ave, 4th Fl Cleveland, Ohio 44115-2408 Attn: [redacted]   Complaint Number: [redacted] Patient Name: [redacted]    Patient Account #[redacted]   Dear Ms. [redacted],   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 you. I 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 difficulty. In 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 company. The claim that was submitted reflects an explanation of benefits stating patient responsibility of $103.75, which the patient had paid on 10/24/16. There was an error in posting the adjustment of the $179.00 that lead to it being placed to the patient’s responsibility and therefore going to collection. The 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 bureau. I have corrected these errors and have confirmation that it has been closed with the [redacted] and the balance now reflects zero liability to the patient. This concludes my investigation, all balances have been paid and no further collections activity will be taken for the services provided on April 14, 2016.   I want to 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 Unit 216-445-5134 [redacted] Cycle Management, CCHS Cc: [redacted] C   Need help paying your medical bills? Call 866.621.6385 or go to www.ccf.org/financialassistance for information on our financial assistance policy.     Tell us why here...

Dear Ms. [redacted],Thank you for facilitating this discussion. I appreciate Ms. R[redacted]'s clarification of the charges and will have a check cut shortly for $75.96 due on the account. I wish to inform Ms. R[redacted] that I do not recall having ever received a phone call from the Cleveland Clinic at the number which I left on my letterhead, 440-533-5519. It may be possible that a person from the billing department may have called a different phone number and reached a family member, although, had they called my cell phone as written, they could have easily contacted me. Please update it to the correct number above in your system. I duly appreciate receiving a copy of the letter Ms. R[redacted] wrote in the mail yesterday. Written correspondence from the Cleveland Clinic with a similar explanation and an itemized billing statement would have averted this complaint. I am certain that Ms. R[redacted] will take this matter into account and encourage the billing department representatives to address the concerns of their clients more seriously by responding to correspondence in writing as expected, or at the very least calling the phone number mentioned in the correspondence to them.Sincerely yours,[redacted]

June 12, 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 [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 full. The Cleveland Clinic does not offer negotiation of patient balances.   I have reviewed all balances currently owed by the patient. The balances billing to the patient are his copay, deductible and coinsurance amounts. Some 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 owes. This 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] 1.96 $14.11 [redacted]
[redacted] 35 + 14.85 $679.33 [redacted]
[redacted] 35 $10.00   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 adjustment. That reference is now being adjusted by $95. The patient payment $24.61 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 36 month interest free loan program. Customer service can assist the patient with initiation of this loan, 216-445-6249.   I have mailed to the patient address this letter and an itemized statement showing his account balances. While 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 216-445-6968. Thank you for providing me with the opportunity to investigate the above complaint.     Respectfully,   Christine J[redacted] Financial Ombudsman       Cc: [redacted] Cc: [redacted]

This was reviewed by our Senior Ombudsman and Legal Department and reimbursement has been denied as the service was appropriate.  Patient will remain dissatisfied.

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

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]

This case has been investigated by the Ombudsman office and officially closed.

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]

Please know that the information that I provided is true and accurate and was taken specifically from the patient's medical record and physician interviews.  Should he have a dispute with this response, I would encourage him to please order his medical records and review them.

Good afternoon [redacted], This office has already received and responded to a complaint by the patient's husband ([redacted]) on September 2, 2016. The complaint was received by The office of our President and CEO, Dr. Delos C[redacted]. In the letter that was mailed to the...

patient, [redacted] explained that there was confusion between charges for 2 dates of service and their needing to be prior authorized, the dates of February 10, 2015 and December 7, 2015 were addressed. We 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 $94,374.88 which we know is not true at this point. The patient should not have received this statement and I placed the hold back on the account today, while we resolve this in the background. If your office has further questions or concerns, please feel free to contact me personally at 216-442-1113 any weekday from 8:30am until 5:00pm. Regards, Bradley C[redacted]Financial OmbudsmanThe Cleveland Clinic Foundation

** spoke with the consumer via phone.  He stated he feels this issue at this point is resolved and he feels confident Cleveland Clinic Upper Management will get this taken care of for him

June 18, 2015Revdex.com2800 Euclid Avenue 4th FloorCleveland, OH 44115-2408Attn: [redacted]Complaint #: [redacted]Patient Name: [redacted]Patient Account #: [redacted]Dear [redacted], This letter is in response to the rejection filed in relation to complaint ID [redacted] filed by [redacted]. In light of the documentation provided we are in the process of contacting the patient’s insurance to see if the lab charges can be reprocessed under a preventative service. Typically if a medical condition exists and labs are ordered because of the medical conditions, they are not considered “preventative” services. We will contact the patient if any change can be made. Thank you for contacting the Financial Ombudsman department to assist with your concern.  Please feel free to contact our office at [redacted] if you require any further assistance. Respectfully, Morgan C[redacted]Financial OmbudsmanRevenue Cycle Management, CCHS

May 31, 2017   Revdex.com, Inc. 2800 Euclid Ave, 4th Floor Cleveland, OH 44115   Complaint Number: [redacted] Patient Name: [redacted] Spouse [redacted] Patient Account: [redacted]   Dear Ms. [redacted],   This letter is in response to the complaint filed in your...

office by Mr. [redacted], the spouse of patient [redacted] on May 15, 2017. The complaint was forwarded 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 Mr. [redacted]. I understand the billing concerns have caused much warranted distress and difficulties.   According to the complaint filed by Mr. [redacted], he had to make numerous calls to Cleveland Clinic to reconcile his wife’s bill. Mr. [redacted] states when he receives a bill he always pays it from his [redacted] online banking service. In return, the [redacted] bank will send a check to Cleveland Clinic for each service that he owes on the bill. Mr. [redacted] states the money does not get applied correctly and he spends hours on the phone with customer service reps trying to sort out his bill.   A thorough review of the above referenced account has been completed. Payments were not applied as Mr. [redacted] had intended. I went through each date of service making sure the correct payments applied according to the statements the patient received each month, and made the proper corrections. According to the explanation of benefits the insurance company provided, there were over payments made by Mr. [redacted]. The credit totaled $415.08. This amount can remain a credit on the account for upcoming balances or can be refunded. Mr. [redacted] can contact our Customer Service department at 216-445-6249 to request the refund.  Once again, we sincerely apologize for any inconvenience or difficulty Mr. [redacted] experienced while trying to resolve this issue. Thank you for bringing this matter to our attention   Respectfully,   Kathy R[redacted] Financial Ombudsman Revenue Cycle Management, CCHS   Cc: [redacted]

Please provide Mr. and Mrs. [redacted] with my email address as I have received a v/m requesting it. It is [redacted]Thanks,Sonya

January 21, 2016 Revdex.com 2800 Euclid Ave 4th Floor Cleveland OH 44115-2408 Complaint Number: [redacted] Re: [redacted] CC# [redacted] Dear Ms. [redacted], This letter is in response to the questions submitted by the Revdex.com with regard to the above patient [redacted]. The questions submitted requesting clarification, were submitted to our International Department for further review. Please see the below response from the department. • “The estimate was honored. For the first surgery the patient received discounts above and beyond the normal discounts per the request of the doctor performing the surgery to help the family. The second surgery which has the balance due was done according to the estimate and received the normal discounts.” • “The reason for the additional review was to ask if additional discounts could be extended per the request of the patient’s father. An additional discount was given but there is still a balance due. Thank you.” Once again, my sincere apology for any frustration this may have caused. 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