ComplaintsforThe World Egg and Sperm Bank

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased six donor eggs as part of an Embryo Guarantee and spent approximately ******. They failed to form an embryo. We received six eggs from different donors as a replacement, and none of them survived the thaw. We are *********** replacement eggs but the egg bank is claiming they dont owe us anymore and will not provide a refund or explanation. We also paid over $500 for shipping insurance and the eggs may have been damaged during shipping (temp dropped, etc). Either way, the company is refusing to give us more eggs and per the contract, we are *********** them but will have to *** them in ******* and pay an attorney more than we spent on the eggs just to get replacements. They are scammers. Our fertility clinic is not going to use them anymore over this. Theyve had other patients who had is***s too.

  Business response

  02/06/2024

  We take every client concern very seriously and it is always our intention to create a respectful and open dialogue with clients.
  
   
  
  The material presented is significantly and factually inaccurate, however, we are not able to discuss any circumstances related to a persons private health care according to the **************** Portability and Accountability Act.  We can say that our Chief Medical Director reached out to the individual several times, as well as to the clinics Medical Director to discuss their concerns prior to the complaint sent to BBB.   I think that BBB should be aware than 1) we cannot fully respond, hence any complaint posted would have to stand as is, which highly prejudices our company reputation and 2) if someone complains in writing AFTER avoiding any opportunity to discuss and resolve, with them or through their physician, to understand their perception and concerns, it is clear that this complaint was not sent in good will. 
  
   
  
  BBB needs to remove this complaint.  This is one reason why we cancelled our membership:  BBB has no ability to discern the validity of any complaint, and this could very well be a competitor posting negative unsubstantiated claims.  As a professional health related company, we cannot reply with ANY patient details.  HIPAA related complaints should never be posted on BBB.  You are not doing the public a service but operating as a gossip column in these cases.
  
   

*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. ↩