ComplaintsforTree of Life Fertility Center

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 11, I paid US $35000 to TLC clinic for the *** treatment course, which includes the costs of all drug inspection, treatment and surgery in the early, middle and late stages of *** treatment course, as well as the costs of **** screening in the embryo laboratory, surrogate screening, drugs and transplantation.On October 26, due to errors in the hospital diagnosis and treatment cycle, only 4 eggs were successfully retrieved from 10 basic follicles, and none of them were successfully fertilized. (The egg is invalid, and doctors know it, but they still have useless surgery).Since the whole treatment was less than 1/3, I asked the clinic to refund the unfinished items. The clinic replied by email and agreed to refund, but the amount of refund did not conform to the details of the original quotation. (The content originally included in the quotation will now be charged separately, and there is no basis for charging. The pricing is optional.) I sent multiple emails to TLC Finance, but there was no reply.Now complain about TLC:1. The quotation of TLC for domestic and overseas customers is inconsistent, and there is commercial fraud (attach the clinic quotation obtained in ***************** and the clinic quotation received overseas)2. TLC charges indiscriminately and delays refunding indefinitely regardless of customers' demands.3. Forcing customers to sign claim terms before refunding for fear of customer claims. (The customer asked for a normal refund, but was forced to sign a waiver clause to get his own refund)4. TLC has medical errors, leading to the failure of the treatment cycle.The clinic is a very bad business because it has made medical mistakes, completely refused to communicate with customers, and did not return normal unfinished medical refunds. Please BBB give us a fair protection and judgment, and do not hurt the hearts of foreigners seeking medical treatment overseas. Thank you so much!

  Business response

  02/01/2023

  To Whom This May ******************* represent the Tree of Life Center as a customer/patient liaison, as well as an international client coordinator.
  
  On or about, December 21, 2022, I personally spoke to the client in-question. At that time and during that conversation with the patient, the patient and I amicably resolved the patient's misunderstanding regarding the care our practice had provided her.
  
  As a direct result of the December 21, 2022 conversation with the patient, the patient has agreed in lieu of a refund, to accept additional treatment at no cost. Further, the patient has agreed to withdraw her BBB complaint.
  
  I reached out to the patient last night (January 31, 2023), and the patient confirmed in lieu of a refund, she will accept additional treatment.
  
  The patient states she no longer wishes to go through BBB in this matter and wishes to have the matter officially closed.
  
  
  I want to confirm for further services ************, Xing will not be charged by our practice or your company, and we believe the BBB case should be closed
  
  Our clinics and ***************** have re-established a good business relationship and it is with the utmost respect to your company and reputation that we ask any negative reviews or issues concerning our practice be expunged from the record.
  
  Should there be any changes, we request you and/or the client first notify us and provide us the opportunity to address any negative matters.
  
  Sincerely yours,
  Yang-International client liaison/third party coordinator.
  
  

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