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:03/24/2025

  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.

  The University of **** has a variety of false/misleading statements on their website relating to their fertility services that are used to lure in patients and then charge them more than advertised. For example, services related to Restorative Reproductive Medicine is advertised on their website: **********************************************************************************************. Not a single person we talked to was able to schedule us with a specialist who could help us with RRM, so we scheduled an appointment with another specialist who charged our insurance $503.34 for a 45 minute conversation. Aside from the predatory pricing here, we would never have scheduled this appointment if we didn't believe they were uniquely able to help us with RRM which clearly they were not. Their website is also riddled with deceptive pricing: ******************************************************************. For example, an IVF package (not including medicine) is advertised as $9,450 but they fail to mention these are cash only prices and they'll charge your insurance closer to $15,000 for the same services. Given most insurance plans cap what they'll pay for fertility treatments, this deceptive pricing is used to lure in patients assuming they wont hit their cap as easily while being scammed out of thousands of dollars on the back end when insurance is charged for more than the patient expects and the costs are passed on to them. The same scenario applies to IUIs--they advertise ultrasounds to prep for them at $230 but expect them to charge closer to $700. Bait and switch pricing is predatory, illegal and unethical.

  Business Response

  Date: 04/15/2025

  The pricing  **************************************************************************** state self-pay pricing. Once a patient decides they want to move forward with treatment they receive a phone call from a financial counselor to review their options.  They review insurance coverage and self-pay pricing and together determine which is more advantageous to the patient.  ****** ****** was seen on 3/5/25 by Dr. ****** ********.  As ****** is a new patient and based on the physician documentation of total time spent the visit was coded correctly as CPT 99205.  Our charge amount is $503.34.  Cigna allowed $399.65 and applied to the patient's deductible.  The balance was sent to the patient. 
  

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23109481
  
  I am rejecting this response because: This response simply states billing details, which are hopefully not published online. It fails to address any of their false advertising claims, nor does it address that they advertise a service they do not offer and still bill for a consultation to discuss.
  
  Sincerely,
  
  *****

• Initial Complaint

  Date:08/29/2024

  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.

  I took my daughter to a new patient appointment on 05/09/2024. I provided the receptionists with my insurance information. I received a bill from the U in June 2024. It showed they had not billed my insurance. I called 801-587-6303. I gave the U billing department my insurance information and they said that they would rebill my insurance.
  
  In August 2024 I received another bill from the U. It did not show my insurance information and listed me as uninsured. I again called 801-587-6303. I gave them my insurance information again. I was told the account had been sent to a collections agency in August 2024. I explained I was upset as I had called in June 2024 to give them my insurance information again. The U confirmed my call in June 2024 but said they were unable to bill my insurance as the claim had already been sent to collections.
  
  I was then transferred to the collections agency who told me they cant bill my insurance because they are just a collections agency.
  
  I then called the U back at 801-587-6303. They told me I would have to wait 5 business days for a manager to call me back. No one can confirm if they will be able to bill my insurance.
  
  This is unethical and wrong. I have provided my insurance multiple times and they should have billed them. They should be able to pull the claim from wherever they sent it and re bill it.

  Business Response

  Date: 09/03/2024

  We apologize for the frustrations this issue has caused.  

  We have confirmed with our billing team that this issue is resolved and billed to insurance along with a billing supervisor has contacted the consumer to apologize and acknowledge this has been corrected.

  Thanks,

  Customer Answer

  Date: 09/03/2024

   
  
  Complaint: 22215771
  
  
  
  I am rejecting this response because: I called the U billing in June 2024 and was promised that my insurance would be billed and it was not. I do not want to remove this complaint until my insurance is actually billed. 
  

  I am also upset that I was told I would have to wait 1 day for a call back from a supervisor and then it changed to five days for a supervisor. The only reason that I received any help was because I filled a complaint here. 
  

  If this complaint is closed, I feel like this issue will not be resolved. Apparently, this is the only way to get help. 
  
  
  
  Sincerely,
  
  
  
  Ashley Coleman

  Business Response

  Date: 09/04/2024

  Again, we apologize for the frustration this has caused, however we have confirmed with our billing leadership that the insurance has been billed.  We are sorry that it has taken as long as it has to correct this.

  Thanks,