Complaints
This profile includes complaints for Fertility Centers of New England, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/04/2024
Type:Status:ResolvedMore 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.
The **** staff and nurses are incredibly rude and they do not respond to messages within 1 business day as advertised on the patient portal (if they respond at all). When I tried leaving voicemails, they never called me back, and there is no way to directly communicate with my doctor. They forgot to submit authorization for IVF treatment to my insurance and then had me waiting for 2 months saying we are still waiting for insurance approval. I finally called my insurance and they told me **** never submitted any authorization request. Once I was finally able to get in touch with someone at ****, they told me the same thing, our records indicate we submitted it and are waiting for approval. I began demanding answers and their insurance team admitted they never submitted the authorization request. They said they will call me as soon as my insurance made a decision. I checked with my insurance separately. 3 days went by after they approved the request, but **** never reached out. I had to call them to inform them of the approval. Ive spent nearly $1,000 for cryopreservation and other costs not covered by insurance. The next step was to receive IVF meds from a specialized pharmacy. The pharmacy contacted me and said they needed to get final approval from **** before they could mail the meds to me. I left messages in the portal and voicemails for **** to get in touch with the pharmacy, but they never did. My IVF cycle cannot be done this month either, even though **** told me June, then July, and then said August at the latest. I decided to seek IVF treatment elsewhere and needed my medical records to be transferred there as such. I requested my medical records from ****, but they never informed me when, how, and where I will be receiving the records. Then when I messaged asking about the when, how, and where, they told me it takes several weeks and theres people ahead of me, so mine is not a priority. They are now preventing me from getting treatment elsewhere.
Business Response
Date: 08/14/2024
Due to HIPAA concerns we have contacted the individual directly.Customer Answer
Date: 08/14/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************
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