Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We engaged this business for a surrogacy contract in early 2024. We paid them a $10,000.00 deposit and then $25,000.00 as an agency fee. There was plenty of money in the account to support the surrogacy, however, the agency drew down the balance of our escrow account as their agency fee and didnt use the appropriate funds to compensate the surrogate. Because of this they said the surrogate walked away. So we asked for a refund for all the expenses paid to her and were promised a rematch. We have been asking for 6 weeks for an appropriate rematch, despite their website advertising "no wait for ******************** They have had various lawyers reach out to try and manipulate and bully us. They are extorting us over and over for more funds despite never following through on their end of the contractual agreement. I have all the email threads, details of the escrow account and the contract available for review - I am not sure if uploading it to this website is the best as it contains alot of very personal information. However, I am happy to share in a confidential manner. We have close to no trust in this agency at this point and are being forced to work with them because they will not reimburse us our monies. At this point they are holding up our journey to have children, holding our money hostage, extorting us for additional funds, and we would just like our money back to move forward with a more reputable agency.

  

  Business Response

  Date: 10/25/2024

  Dear "***",
  
  Thank you for sharing your feedback. We truly understand the emotional and financial investment that comes with a surrogacy journey, and we take your concerns seriously. However, there are several important details we feel need clarification to ensure an accurate understanding of the situation.
  
  When you began your journey with us, you signed a security deposit agreement, which required a $10,000 deposit into a third-party escrow account to start the matching process. This agreement guaranteed a match within six months, with the option to withdraw the full deposit without penalty if a match was not made within that timeframe. In your case, we successfully matched you with a gestational surrogate within just three months.
  
  After this match, you signed the official retainer agreement, which required an initial deposit to cover expert fees such as agency fees, attorney fees, psychological evaluations, and travel expenses for the surrogates screening. You indicated that the funds would be remitted "next week," and in good faith, we proceeded with the surrogate's screening to avoid delays.
  
  Unfortunately, despite multiple reminders, the required funds were not transferred, and the ********** fees were also left unpaid. This created concern for the surrogate, who, although she had obtained medical clearance, felt uncomfortable continuing the journey due to the uncertainty surrounding the financial situation.
  
  We made efforts to communicate and resolve these matters with you. However, it became clear that there were misunderstandings about the financial obligations involved. While we understand that surrogacy is a complex and sometimes stressful process, it's important to ensure that all parties involved feel secure and supported, including the surrogate.
  
  We recognize that youve since engaged an attorney, we have provided all relevant documentation to your legal counsel. We are committed to transparency and are open to continuing discussions in a constructive and respectful manner.
  
  Our primary goal is to ensure a positive experience for everyone involved, and we remain dedicated to supporting intended parents through this significant journey.
  
  Sincerely,
  ACRC Global