Complaints

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• Initial Complaint

  Date:06/01/2025

  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 was a patient of Shady Grove Fertility (SGF) and experienced serious issues with financial misrepresentation, lack of transparency, and failure to return funds in a timely manner.I was told in September 2024 that if I left over $10,000 on file, I would be locked in at the current pricing for future IVF cycles. That was false. *** later claimed prices had changed and required more payment. I ultimately terminated care at the end of April 2025 due to continued misconduct of patient ******* took weeks of back-and-forth calls and emails and multiple follow-ups to receive a refundand even then, I was not compensated for the interest they accrued by holding my funds for nearly 9 months. Additionally, I requested my full medical records and only received two financial documents. Despite multiple written requests, they have ignored requests to send imaging, test results, and other medical documentation, so I could continue care with another provider.Furthermore, their is continued staff/nurse turnover and doctors are not compassionate when there are delays due to emotional or personal issues. They will pressure you to make payments quickly and use the difficult emotions people face with fertility to make it seem like you are running out of time. I was belittled for taking wholistic view points to my fertility and the doctors are only available for the consult. Once you become a patient you are only speaking to nurses, who as mentioned are in constant turnover. I want others to be aware of these issues before making a financial or medical commitment to ***.

  Business Response

  Date: 06/09/2025

  We have investigated the clams made here and have found that the pt has received a refund of her previous deposit on May 13, 2025, as a credit sent electronically to her credit card on record. Due to a charge for services related to a converted cycle, the refund was used to satisfy this $900 balance. The remainder represented the refunded amount. This information has been provided to the patient, but we are willing to discuss this further as needed. The Medial Records were compiled and sent to the patient via encrypted email on May 7, 2025, without charge. A formal copy of the Medical Records has also been prepared for some time however, ***** requires a signed Medical Records Release Form, and this has not been received by our ******************* We are prepared to provide this formal copy of the records as soon as the Release is completed/received. A link to the Release has been sent to the patient via portal message today. If there are specific items desired,she can also respond to the message, and we will work to do our very best to provide these. We regret the sequence of events that strained the relationship and wish the patient the very best.

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23405506
  
  I am rejecting this response because:

  I was given a link on 6/9. I filed the link and still have not received my medical records or any communication to discuss the $900 charge they are claiming as a transfer.  There was no transfers that occurred. No medical procedure performed which would be shown if they would disclose my medical records. No simple medical records were every provided. ***'s claim is erroneous and there patient advocate has not tried to return my phone calls. I have tried calling sgf on 6/11 an 6/12 and they do not pick up there calls. 

  As previously provided i was told in writing many times by the financial coordinator that they would release my ****************. I had never received a link. And if they claim they have my records ready, then why have they got been released 5 days later? I am gave time for resolution before responding, but sgf is making no attempt to actually resolute.

  
  Sincerely,
  
  Pooja Lamba

  Business Response

  Date: 06/27/2025

  While we have worked to explain the charges incurred after the transfer was cancelled, the bill referenced states that the $900 charge was for Ovulation Induction which is the global fee associated with the monitoring events only (blood work and ultrasound visits) that were conducted prior to the cancellation of the transfer. The word transfer on the invoice attached,refers to the movement of the money from the patients credit (Pre-Pay transfer) to satisfy the incurred balance. The word transfer does NOT refer to an embryo transfer as this service was not performed. We understand how that may be misunderstood. This charge was also explained by our Financial Educators and most recently during a phone call with our Patient Advocate. Our Patient Advocate spoke with the patient for over 19 minutes on June 13, 2025. The charge was explained, and the medical records release was discussed. Once the Medical Record Release Form was received, in addition to an electronic copy of the record, a printed copy of the entire medical record was sent via **** on June 16, 2025, and tracking shows it was delivered to the patients mailbox on June 18, 2025, at 1:10 PM. 

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23405506
  
  I am rejecting this response because:

  I would appreciate compensation and a phone call from the doctor and how they are handling to ensure this does not occur again with in their practice.

  The patient advocate called me while my mom was critical in the hospital. I lost my mom on June 17th and have not had time to look through what has been sent over. To ensure I have time to reivew the medical records and ensure they are complete, I require additional time. On first glance, I do not see CDs with my testing results and imaging. I will review and notify what documents I see that are missing in my medical records. In the mean time, I hope that I can get a response about how Dr. *** and Dr. ******** teams will be held accountable for the terrible service I received in over 15 months I was with SGF. 
  
  Sincerely,
  
  Pooja Lamba