Complaints

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• Initial Complaint

  Date:08/20/2024

  Type:Order 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.

  hi My partner and I found Family Source Consultants, LLC in May 2019, signed an agreement to help us find a matching surrogate mother, and paid a deposit of US$12,000. In the next year, the agency did not provide any services, and the contract ended for us. No help was obtained, no refund of the deposit, and no effective reply after repeated negotiations.

  Business Response

  Date: 08/22/2024

  To whom it may concern: 
  The complainant's (also known as intended parents) signed service agreement states on page 6, Section IV. FSC Fees and Funds Required in ******, sub-section a. FSC Fees, 'The registration fee shall be non-refundable once submitted except in the event Intended Parents are not presented any Surrogate candidates within twelve (12) months of the registration payment and execution of this agreement. They signed and paid their registration fee on April 30, 2019. Within the next 12 months, they were shared FOUR surrogate profiles. 1) On August 16, 2019, a *********'s profile was shared with them and the Dai_** intended parents chose not to meet with her. 2) On September 6, 2019, they were shown another Surrogate's profile, which the subsequently rejected as well. 3) On October 22, 2019, they were shared another Surrogate's profile, they agreed to meet with her. A match meeting was held and facilitated by our team, the intended parents Dai_** chose to move forward with her. She went through all steps leading up to medical clearance and due to life circumstances, had to step out of being a surrogate. 4) The intended parents were then shared a Surrogate profile on April 1, 2020, and they never responded with an acceptance. Family Source Consultants more than met the terms of the service agreement and earned our fee.
  
  These intended parents also filed a complaint on May 22, 2020. After we responded to the attorney's complaint showing proof that we did meet our contractual obligations, the attorney replied acknowledging they should never have authorized the demand letter be sent as Family Source was ethical and met the terms of the agreement. These intended parents went silent until August 2024 when they filed this complaint with the BBB. 

  Family Source Consultants' has always operated ethically, with compassion, and meets contractual obligations with all of our clients. We pride ourselves on our business practices. We respectfully request after reviewing the attached, which include copy and pasting of all communications and surrogate profiles shared with the complainants, that the BBB demand removal of the complaint and keep our name in good standing. 

  Additional questions, to include actual emails from the intended parents (not just the journey detailed notes) can be emailed to our Chief Operating Officer, Family Source Consultants, ************** at *****************************************

  Signed Surrogate Acceptance Agreement showing the Dai ** Parents accepted a surrogate within the twelve months of contract execution. 

  Fully executed Service Agreement attached. 

  Customer Answer

  Date: 08/25/2024

   
  Complaint: 22172326
  
  I am rejecting this response because:

  we hadn't recieved 4 times of surrogate recommendation as the company said in the response.  We talked through wechat with the asian head of this company at that time,  and it was only one time recommendation and it was the surrogate herself to choose to quit.

  
  
  Sincerely,
  
  ***************

  Business Response

  Date: 08/26/2024

  This response is to the ********************* at the BBB. As a professional entity that provides the public with factual information about businesses within their district, we respectfully request this complaint be removed as we have provided evidence that we met our contractual obligations with these clients five years ago. The BBB should not allow any complaint that is proven to not be factual against a business.

  Their contract is very clear, agency fees are non-refundable unless they have not been shown a surrogate profile within the first twelve months. Nothing in the contract says they have to accept a profile or have a complete journey as we cannot guarantee that. We shared four surrogate profiles with these clients within the twelve-month timeframe.Regardless of how the clients feel and how their journey ended, the contract has been met and we did so with compassion at the time.

  This matter should be closed immediately based on the proof that we provided, and the complaint removed from our good name. We will not continue to go back and forth with justifying our ethics as we have operated professionally with ethics at our core since inception in 2007 in *******. We hope this closes the matter.

  Customer Answer

  Date: 09/03/2024

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  :22172326
  
  ??????,??:Family Source Consultants, LLC is a very bad surrogacy agency. They did not provide any services after we paid a deposit of US$12,000. They could not provide us with any evidence of what they promised in the substantive contract. During the 12 months of the contract, they only recommended We hired a surrogate mother, but they deprived us of the service on the grounds that the surrogate mother was unwilling to cooperate. After the 12-month contract ended, we asked for a refund, and they recommended a new surrogate mother. However, all this is over. If Family Source Consultants, LLC can prove that it recommended surrogates to us 5 times within one year of the contract, then please provide the evidence instead of continuing to deceive. This is terrible.
  
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  ***************