Complaints

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:05/07/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  April 2024 I start my IVF process, we paid at total of $18,250 for the first phase of the process.May 05, 2024 we receive the news that none of the eggs retrieved were good to fertilize, and we couldn't complete all the the first phase of the process (missing the last steps: Culture Fertilization, Surgical suite for eggs retrieval, CCS testing and Embryo Cryopreservation)A week after that (May 13th 2025) we were to the doctor office and talk with the financial advisor to see what option we have. ****** explain (and writing down in a paper that I still have) we can wait and in a couple month try again and as we have still a credit (because we didnt use all the money in the first phase) and with the discount we just have to pay a differences of $4,960 or we can requested a refund for the money we didnt use $10,225 After months we I decided we want the refund and July 11 2024 I contacted the clinic (by the app) asking about the refund process, and that same day, the Financial Advisor ****** called me and I explain we want the $10,225 (amount that she confirm based on the information on her system) and she said I will updated you once I get status from the refund department.On July 29 I wrote a text asking about the status of refund, and the same day she just replay Would you like that refund back to your car (if so, confirm last for numbers) or via check after that message, I confirm by check I receive the check a few days after that, but my surprise was the check was for for $3,515.00 (not for $10,255 as we were told). I called ******* and requested and explanation about the different on the checks amount and what they told us we will receive, and after a long call, the best answer was the financial advisor are not authorized to give the amount on the refund and the amount of money to pay to keep the treatment, that is a mistake we are working to solve in our regional office We requested Itemized statemen. Never received just receive the receipt atta

  Customer Answer

  Date: 06/02/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by CCRM Fertility regarding complaint ID ********.
  
  Sincerely,
  
  ******* *******
  

• Initial Complaint

  Date:11/03/2023

  Type:Product 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 have asked the business on multiple occasions thru email to release my medical records. All appropriate paperwork for release was filed. Multiple daily calls (3 dozen since start of issue), multiple emails and no reponses from the business at all. I need my medical records released from this institution.Aside from that, the business has on multiple occasions billed for services never given to patients and at times automatically charged for these.

  Customer Answer

  Date: 11/25/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:03/08/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 experience at CCRM has been a medical, financial, administrative nightmare. CCRM did not submit prior authorization to my insurance despite telling me they did, they failed to complete the required medical tests for prior authorization after my insurance told they what was needed, they falsely told me my prior authorization was denied for same *** reasons rather than because of their errors - leading me to experience discrimination that was in fact not the case. In addition CCRM NY made issues included:-I had to re-request superbills more than two dozen issues because of a range of basic issues that billing should know how to do -CCRM charged my credit card $17,000 after they confirmed they received wired money in that amount and without me authorizing charge -CCRM included another patients records in un-encrypted emails me and two other providers -They didnt believe me that my insurance was not denying based on same *** reasons and requested a 3 way call with my insurance. I scheduled with my insurance at a time **** said worked and CCRM did not show up. After more than 8 months egregious errors and issues as well as a huge amount of work for me to do to follow up with their practice manager, finance, corporate office, patient advocate, I switched clinics. *********** at CCRM were not good - my frozen eggs from 5 years ago as well as 2 retrievals I paid $45,000 last year resulted in 5 blasts and 1 genetically normal from the frozen eggs and none from the retrievals. When I switched to a new clinic (CCRM committed HIPAA violations in the process of transferring my records) *********** were incomparable: in three retrieval cycles I got 15 excellent grade blasts, 8 of which were PGT tested genetically normal. CCRM charged $45,000 for 2 retrievals this past year with no good embryos. My insurance should have covered these but CCRM botched the prior authorization and process. CCRM needs to refund me these two failed cycles and for their failed responsibilities.