Complaints

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

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Shady Grove Fertility Reproductive Science Center has 18 locations, listed below.

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• 

  Shady Grove Fertility Reproductive Science Center

  9600 Blackwell Rd Fl 5 Rockville, MD 20850-3655

• 

  Shady Grove Fertility Reproductive Science Center

  901 N Stuart St Ste 610 Arlington, VA 22203-4146

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  Shady Grove Fertility Reproductive Science Center

  2021 K St NW Ste 701 Washington, DC 20006-1054

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  Shady Grove Fertility Reproductive Science Center

  13580 Groupe Dr Ste 105 Woodbridge, VA 22192-4163

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  Shady Grove Fertility Reproductive Science Center

  165 Thomas Johnson Dr Ste F Frederick, MD 21702-4742

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:10/03/2022

  Type:Service or Repair Issues
  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.

  I'm a Service-Disabled Veteran and I have been a patient at (SG) since 2019. I received an approved referral from ***************** Hospital. It was specifically explained to SGF that the referral is only for 1 year and that they are responsible for submitting a referral request to the VA if there is a continuation of service. In April 2022, I received an email from the Financial counselor(FC) of SGF who asked me for a new referral. I spoke to her and expressed that she would need to call the VA for a new referral. I was unable to do it due to the fact I was the patient and the VA will not accept a referral request from me since I was NOW under the care of SGF. I thought everything was fine until I started to receive bills in June, July, Aug, and Sept. The bill has a date of service FROM FEB 2022 - JULY 2022. In July, I called the VA and sent detailed instructions on what needed to take place to SGF. I received a bill in Aug for a higher amount and a message from another counselor stating that they have not received the referral. I gave the counselor the same instructions that I provided in July. A supervisor contacted me early part of Sept and provided false hope. In the latter part of Sept, I received a phone from the VA. The VA stated that my services have been stopped due to unpaid bills ( SGF stated this to the VA) and they are trying to schedule me for my next appt. They are also trying to work with SGF for them to submit the bills. This is the FIRST time I was made aware that my services have been stopped. At this point, I received 4 bills with the last 1 threatening to put me in collections, but I never received any letter about my services being stopped. I received a phone call from the VA stating they will not expect any back-dated services since SGF did not submit on time. What I need from SGF: an apology for putting me in a vulnerable position, putting my status in good standing ( due to the lack of action, SGF has added unnecessary stress), billing

  Customer Answer

  Date: 10/06/2022

  ---------- Forwarded message ---------
  From: ******************************* <*****************************************>
  Date: Wed, Oct 5, 2022 at 6:20 PM
  Subject: Re: Complaint ID ********; Shady Grove Fertility Reproductive Science Center
  To: <[email protected]>
  

  
  
  

  Hello, the business has resolved my compliant.

• Initial Complaint

  Date:08/30/2022

  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.

  Shady Grove Fertility offered an Embryo Banking program to cover, among other services, ultrasounds and bloodwork related to two IVF cycles. The IVF portion of the banking program cost $21,800. We agreed to this in writing and paid on April 13, 2022. The financial counselor wrote to us that bloodwork and ultrasounds would be covered. On 5/14, 5/18, and 6/3 we had three such appointments, and our checkout sheets document that these are IVF/FET procedures. SGF discovered a cyst that caused us to delay taking the IVF medication. They claim that this means these three bloodwork/ultrasound appointments were not part of the IVF procedure even though the tests were undertaken as a routine part of the procedure in order to check and see if we could proceed, and even though we were told that these types of procedures would be covered. They then billed us separately and refused to rectify the inappropriate billing after multiple requests to do so. We believe this is a deceptive billing practice at best. They are holding our next step of embryo implementation until we are financially cleared. The balances for the bloodwork and ultrasound visits are $224.28, $254.45, and $300. We have contacted the billing department several times and each time they say they will review it and we never heard back from them.

  Business Response

  Date: 09/09/2022

  We have investigated the account in great detail and have found that there were some charges that should fall within the agreement. We have reviewed these with the patient and the approprate adjustments have been made to the account. Please accept our apologies for the additional frustrations this has caused. We believe this to be resolved but please reach out for any additional concerns. Thank you. 

• Initial Complaint

  Date:08/06/2022

  Type:Service or Repair Issues
  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.

  My wife (****************) and I (*************************************) have begun seeking fertility assistance in hopes of a successful conception. My wife’s doctor referred her to a company, Shady Grove Fertility, back in January 2022. We signed all the necessary paperwork and provided payment as requested, $1020. Per the financial agreement we signed, “The Single Cycle IUI Program provides one (1) IUI cycle, including routine cycle monitoring (blood work and ultrasounds done in correlation of the stimulated/medicated IUI or with natural IUI when monitoring is part of the clinical protocol).” The procedure was scheduled. Prior to the procedure date my wife was contacted by her primary care provider (PCP). My wife’s PCP stated that my wife should not receive the procedure and it was likely to be unsuccessful relating to my wife’s medical status and recommended that we wait for a better date to increase our chances of success. Per that conversation my wife’s PCP stated, “We can reschedule the appointment and your payment will apply to that cycle.” When we began getting screened again for the procedure in July, Shady Grove Fertility requested another payment for the procedure. It was at this time we were notified that, “You were charged for the services rendered, three monitoring appointments. I am unable to refund you the full amount of the IUI because those funds are no longer available.” My wife and I never received our initial IUI cycle per our original financial agreement. Upon review we discovered Shady Grove Fertility had voided our original financial agreement on 27JUN2022. I have attempted calling and inquiring details pertaining to this situation multiple times and have not once received a call or any clarification from Shady Grove Fertility relating to this matter. My complaint is that Shady grove Fertility has misappropriated our funds and charged us for services not rendered and are insisting to charge us more for said services.

  Business Response

  Date: 08/22/2022

  A copy of the IUI contract is attached. These discounted packages include monitoring services needed prior to the IUI procedure as well as the IUI procedure. When a cycle is cancelled, the charges for services received are deducted and the balance is available to apply to another cycle or refunded to the patient (See highlighted on Contract). We have provided an explanation of charges to the couple. We have confirmed that the proper discount has been applied to the monitoring services already performed, prior to the contracted service being cancelled by the patient's physician for medical reasons. Our Patient Advocate and Billing Supervisor have been working to bring resolution to this matter. 

  Business Response

  Date: 09/06/2022

  While the contract states that the rendered services will be discounted 20%, this doesn't refer to the full package cost. Each of the rendered services were accurately discounted in the calculation of refund however, we have arranged, in good faith, to adjust the refund to the $204 that was mentioned in the rejection response. We hope this is satisfactory. This amount will be applied to the couple's account or refunded at their request. We regret that this financial issue has added frustration to a inherently stressful time.

  Customer Answer

  Date: 09/13/2022

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please refund the amount of $204 back into the account that provided payment. While the monetary arrangement is appreciated, my wife and I are still not sure why our appointment being rescheduled to then be canceled has not been explained. If possible an explanation would be appreciated to better assist my wife and I in finding closure with this discrepancy in expectations and reality. 

  Thank you for your time and patience in resolving this matter. 

  Regards,
  
  *************************************