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:01/07/2025

  Type:Product 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.

  I am filing a complaint against In ********************* for unfair and deceptive business practices, including unauthorized fee increases, lack of proper notification, and excessive administrative ********** 2019, I signed an agreement with In *************** for oocyte storage at an annual fee of $650. In March 2022, the company increased this fee to $712 without notifying me. In 2024, the fee was raised again to $850, also without prior notice or explanation. I only discovered these increases in January 2025 while reviewing my records.When I requested to transfer my oocytes to another facility in 2025, I was informed of a $2,500 administrative fee required to initiate the transfer. Despite multiple inquiries, the company has refused to provide a detailed breakdown or explanation of this fee. I have also been charged late fees and credit card reversal fees that were not disclosed in the original agreement.I have repeatedly asked ****************** for proof of notification of the fee increases, a breakdown of the $2,500 fee, and a refund for overcharges. Their representative, ******* *******, stated the fees are "non-negotiable" and refused to connect me with anyone who could address my concerns.Resolution Sought:1. Waive the $2,500 administrative transfer fee and allow me to transfer my oocytes without additional charges.2. Provide proof that I was notified in advance of the fee increases in 2022 and ******. Refund overcharged amounts for unnotified fee increases.4. Clarify when the $2,500 administrative fee policy was implemented and what it ********* *************** has acted unfairly and without transparency, and I seek BBB assistance to resolve this matter.

  Business Response

  Date: 01/27/2025

  ****** G

   

  Please see email that was sent to patient on January 8th, 2025.  Patient is aware that we are holding her storage pricing for this year and next, and that we have waived the tissue transfer fee as well.  

  Additionally, I responded when we received the first notification by mail, but perhaps it did not submit correctly?

  Please let me know if any additional information is needed and I will be happy to provide.  

  Dear Jasmine,
  Thank you for your patience.  Attached please find a copy the letter from ***************** outlining that they are going to hold your tissue storage pricing to $750.00 ($712.50 on auto-pay) for this year and next - 2025 and 2026.  In January of 2027 your storage fees will be brought up to the 2027 pricing. Additionally, In ************** has agreed to waive the tissue transfer fee of $2,500.00.  I have also attached a copy of your storage agreement. 
  We are working on gathering your medical records - please sign and return the attached medical records request form as soon as possible. 
  All the best,
  ****** *******