Complaints

This profile includes complaints for NewLife Fertility's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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NewLife Fertility has 3 locations, listed below.

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  NewLife Fertility

  4400 Bayou Blvd STE 36 Pensacola, FL 32503-2682

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  NewLife Fertility

  2101 Northside Dr Unit 301 Panama City, FL 32405-3686

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  NewLife Fertility

  1241 Airport Rd STE M Destin, FL 32541-2954

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:09/19/2023

  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.

  We went to this fertility office in hopes of getting pregnant. Our initial appointment was scheduled for July 18th, 2022. When I got to the office they had no recollection of the appointment. This was after it being confirmed. Fast forward a year, we are out $15,000 from them and $18,000 for an egg donor. When receiving the invoice the majority of our medical procedures we're deemed as " patient adjustment" meaning free. My insurance covered office visits, but we had to pay up front, $7,500, each time in order to proceed. We then had to pay out of pocket for medications. We got pregnant our first round, but the odds were not good due to embryo development. The office suggested we use a different donor for our 2nd round due to the quality of eggs. Fairfax is the egg donor company. They guarantee a live birth or you get a free replacement. We received our free replacement, and went with a new donor as recommended by New Life Fertility. Our 2nd round started off better with embryo development, but then had no embryos to transfer. They said at this point it was my husband's sperm. They never called to explain anything, I had to call numerous times. This was after them trying to raise our bill from $7,500 to $9,500, without any notification. We submitted documentation to the egg bank and they deviated from protocol and gave us a 3rd round. In the mean time, Dr. Ripps and his office dismissed us as patients. We have audio and paperwork to support all claims. We have now been without a doctor or money to move forward. We are wanting our $15,000 back, and something to be done about the amount that they are writing off as patient adjustments. Without this money we can't afford to try again to get pregnant, even though we have eggs to use.
  They treated me terribly and was respectful to my husband, again we have audio and paper evidence of this. They refused to answer our questions and kept blaming the nationally accredited egg bank.

  Business Response

  Date: 10/09/2023

  We
  are sorry to hear that your experience with us was so off-putting. We
  strive to provide our patients with a supportive environment in order to
  reach the best possible outcomes, unfortunately a positive outcome
  cannot always be achieved for a multitude
  of reasons. We understand this can be heartbreaking for our patients. We
  encourage you to review our publicly available success rates on
  ****.org to understand likelihood of success specific to patient age and
  treatment type. It is unfortunately the nature
  of our field of medicine where it may require several attempts before a
  positive outcome can be achieved. Our intent was to help as best as we
  can, through several cycles if necessary, however due to patient
  non-compliance and the treatment of our staff during
  several interactions, we decided it was best for all parties involved if
  we part ways and this patient seeks alternative treatment options with
  other fertility providers available in our area. Due to HIPAA
  compliance, we are not comfortable sharing additional
  details on a public forum, but please reach out to our office at
  ************ and our practice administrator would be happy to further
  discuss in greater detail. Thank you

  Customer Answer

  Date: 10/16/2023

  Their response does not settle anything. They say I was non-compliant, which is false. If they say that, then I need proof. They say that I was rude to the staff, but that was because they made scheduling errors, that I corrected,  they increased price that was not aware to the patients. They did not notify us of medical information during procedures that they should have. They could not give us proof of issues. They played the blame game, and now they are doing it again. Blaming me for their incompetence and lack of customer service. Their billing does not make sense. They give their customers free services when it is convenient for them, and then up the prices when it isn't. Either way, there is something completely wrong with the way they handle business and we want compensation so we can try to have a baby at another clinic. We are currently out $40,000, with no answers. I feel like they could at least settle on half of what we paid them since they can't technically prove where the money went. Our first round was just as much as our second round and we only did 3 things the second time where as the first round we had about 30 procedures done.