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:08/25/2023

  Type:Billing 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.

  My card was charged incorrectly twice for the same bill on 8/10/2023 for the amount of $822.97. I have called once a week now for a status update and am just told it is a “system error.” When speaking with the supervisor, Surprise, who was very rude, I was told she could not elaborate any more, could not tell me when it would be fixed or when I would get my refund. She spoke down to me and also spoke over my constantly. I have never experienced such terrible customer service before. I will not be using this company ever again and do not recommend them to anyone. I will be canceling my card and marking the payment as fraudulent next week if I am not refunded. I don’t understand how you cannot get a refund or explanation from such a large organization.

  Business Response

  Date: 08/28/2023

  Good afternoon, First and foremost, we do apologize for the customer service you recieived by one of our representatives. We take these matters very seriously, as our patients' satisfaction is of the utmost importance to us. This partiuclar matter is being addressed. This complaint has been acknowledged and flagged as high priority resolution. The refund will be issued as soon as our payment system has been corrected by the vendor/our internal billing system.  The patient was called and made aware of the situation in detail, and was given a direct line to call should this matter not be resolved by this coming Friday, 9/1/2023. 

  Customer Answer

  Date: 08/31/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  
  Regards, 
  
  ****** *** ****

  Customer Answer

  Date: 09/01/2023

  I still have not received a refund for this and would like to keep this open. 

  Customer Answer

  Date: 09/06/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  As of 9/5/23, I still have not received the refund. Because of this, I would like to keep this complaint open.  
  
  Regards, 
  
  ****** *** ****

  Business Response

  Date: 09/18/2023

  CNY Fertility told BBB that this customer has received a refund.  

• Initial Complaint

  Date:07/18/2023

  Type:Billing 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.

  On January 31, 2023 I prepaid $3,795.25 for a future egg retrieval package.
  On March 8th, 2023 I had said egg retrieval performed, but asked CNY to bill my insurance since I was now working for a new company that covered fertility procedures. My insurance company ******* *********** was billed and proceeded to pay the claim for the procedure in full, leaving zero patient responsibility to myself.
  This claim was paid out in full to CNY in March, but since then I’ve either been told “it can take us 90 days to complete claims”, “I’ll have so and so look into this”, and “give me some time to look into this”. It’s now been almost 5 months since the claim was paid by my insurance company and my last three messages through my patient portal have gone unanswered. I would appreciate a reimbursement for the $3,795.25 I made in January ASAP!
  IVF is not an easy process and these extra hassles around billing are not making it any easier.
  Also, all supporting documentation has been uploaded to my portal - more than once.

  Business Response

  Date: 07/25/2023

  A financial representative has refunded the patient $3,795.25, as her IVF insurance coverage was noted. We apologize for the inconvenience and delay. Thank you for your patience. - CNY Fertility 

• Initial Complaint

  Date:07/05/2023

  Type:Billing 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.

  CNY Fertility submitted a prior authorization for an egg retrieval procedure, which was improperly denied by my insurance. I appealed the denial, and the denial was overturned. I submitted the letter APPROVING the prior authorization months ago and requested that the claims for my egg retrieval procedure be submitted to my insurance (with whom CNY is an in-network provider). CNY continues to lie and say the claim was submitted and denied, and to continue to pressure me to pay in cash the $2995. They have refused to submit the claim to my insurance, even though they are obligated to do so as an in-network provider, and their billing statement says I am past due over 120 days on the $2995 balance. This is incorrect. I have a pending insurance claim and NOT a past due balance. I want this balance removed from my account pending the determination of the insurance claim.

  Business Response

  Date: 07/10/2023

  This claim has been billed to ****** ********** on 7/7/2023 per the patient's request.

• Initial Complaint

  Date:06/28/2023

  Type:Billing 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 am not liable for this debt with cny fertility, I do not have a contract with ****** agency. they did not provide me with the original contract as i requested. I demand this account be removed from credit report

  Business Response

  Date: 06/29/2023

  I have escalated this matter to the appropriate team and anticipate resolution by end of day today. Thank you,*******  New correspondence from business received today (6/29/2023): Please see enclosed attachments, as well as thorough explanation below –  Her account was sent to ******* ********** ****** in July 2019, according to *******, this patient’s account with them is on a cease and desist right now. Patient disputed with ******* in February 2023.  In August 2021, she verbally set up a payment plan of $100 weekly. Some of the payments were returned as insufficient funds. She called ******* in June 2022 stating the card they had on file for her payments was stolen and she will call back to provide the new card the following month – she never called back. ******* does not have contracts for their payment plans, it is verbal via phone call set up with the debtor.  As of today, ******* has collected $3k from her in payments. Unsure what their percentage was at this time, and unsure how much of this CNY received. Her last payment to ******* was May 2022; this was sent to the credit bureaus from ******* in October 2019.  Before being sent to ******* she was on a payment plan with CNY Fertility which ended in 2019 when she was sent to *******. She had declined payments with her payment plan with CNY.  She does have Embryo Storage with CNY, currently owes $800 for 2021 and 2022. Collection balance $6,295.23.  The representative at ******* cannot see if she filed a complaint on them.  Attached is the statement showing the balance and patient’s payments, as well as the statement for the Embryo Storage.   Thank you, Maureen  

• Initial Complaint

  Date:03/20/2023

  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.

  3/6/23
  Bought products at spa. Want to return. Refuses to accept and no return policy on website or reciept. I can email a copy of my e receipt. It’s very expensive and they said their policy because of bad customers is accept no return? It’s 300 dollars.

  Business Response

  Date: 04/19/2023

  BBB heard from the business and the following was relayed: We refunded this customer on March 30th 

  Customer Answer

  Date: 04/21/2023

  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.  
  
  Regards, 
  
  ******* ******* 

• Initial Complaint

  Date:03/01/2023

  Type:Billing 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 went into the office for an ultrasound and labs on 12/08/2022. They claim that my visit was sent to insurance, but my insurance company has nothing stating that it was. The confirmation number that CNY provided for me was not even close to a confirmation number that my insurance uses. I spoke with someone from **** and that's what they told me. I have sent multiple messages to CNY with no response and I want them to take care of it before it's too late to send a claim. They don't answer the phone at all when I call even though it says the wait will be 5-10 minutes. Normally around 30 minutes I hang up. They are no respecting me and will still claim they're right although now they are just ignoring me. I will not pay for a service that my insurance will easily pay for. I need this taken care of but they are not taking me seriously.

  Business Response

  Date: 03/13/2023

  We have corrected this issue by correcting the member's insurance ID # and reaching out to **** to process. 

• Initial Complaint

  Date:01/13/2023

  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.

  Last year I discovered that CNY Fertility double charge my insurance and myself for procedures and medication required for IVF treatment. I was instructed back in December that I would be receiving a $1,796 check back for over paid services. On 11/23/2022 I was told I would be receiving the check within 12-14 business days, exactly 1 month later (12/23/2022) I was told that the check was issued but was NOT sent. I was told it would be sent out later that day and would have expected arrival of 7-10 Business days. Today I called and Spoke to a Supervisor names Sasha, Sasha instructed me that the issue lies at the Banking institution they use. I asked the name of that institution as they technically have my money. They stated they cannot provide that information and "unfortunately you and 50 other patients are in the same situation and I do not have an answer, I'm sorry". They state they have no time frame on when they should be sending the check and I for one, don't like that almost $2,000 of money that should have never been taken from me can now not be returned do to "unknown reasons". I just want the refund so I can move on. I do not understand why my money cannot be returned.

  Business Response

  Date: 02/01/2023

  Mr. ****** called to verify that he received the refund of $1,790 on 1/24/2023 for his overpaid services in November of 2022.