Complaints

This profile includes complaints for Boston IVF, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Boston IVF, Inc.

  130 2nd Ave Waltham, MA 02451-1158

• 

  Boston IVF, Inc.

  2300 Crown Colony Dr Ste 104 Quincy, MA 02169-0902

• 

  Boston IVF, Inc.

  778 Main St Ste 2 South Portland, ME 04106-5447

• 

  Boston IVF, Inc.

  484 Highland Ave Fall River, MA 02720-3744

• 

  Boston IVF, Inc.

  57 Prospect St Nantucket, MA 02554-2799

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:03/26/2025

  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.

  We have done many times every time BOSTON IVF dispose our abnormal embryos without our consent,but why suddenly this time they keep abnormal embryos without our consent then sent us storage fee bills as attachment?

  Customer Answer

  Date: 04/06/2025

  I have not heard from the business in response to my complaint.

  Customer Answer

  Date: 04/06/2025

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 04/07/2025

   Th individual/couple has 3 embryos from 2022 that were not discarded following a dispute regarding poor quality embryos during PGT cycle rebiopsy.  When patients returned to care in 2023 for an FET, they were notified a discard consent was required to removed the abnormal embryos from storage, as fees would continue, even after FET of a euploid embryo if these embryos remained.  Patients said they could not come to the office but it was explained they could use a notary and return the form.  Patients were adamant they would not be paying the fees.  It was explained that they could dispute charges once the dispositions were complete.  No form was ever returned.  Patients were sent to collections and called for RTC appointment in 2025.  Patients were resent a discard consent and instructions were explained again on 3/11/25.  We still have not received back a disposition consent form to process and the embryos remain in storage. The patient/couple has 3 embryos from 2022 that were not discarded following a dispute with poor quality during PGT cycle rebiopsy.  When they returned to care in 2023 for an FET, they were notified a discard consent was required to removed the abnormal embryos from storage, as fees would continue, even after FET of a euploid embryo if these embryos remained.  They said they could not come to the office but it was explained they could use a notary and return the form.  They were adamant they would not be paying the fees.  It was explained that they could dispute charges once the dispositions were complete.  No form was ever returned.  They were sent to collections and called for return appointment in 2025.  They were resent a discard consent and instructions were explained again on 3/11/25.  We still have not received back a disposition consent form to process and the embryos remain in storage.  
  
  

  Customer Answer

  Date: 04/07/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Haiping

   

  Every words they said are lying,could they provide proof for all they said?

  They said we have dispute regarding poor quality embryos with them during PGT cycle rebiopsy.,could they provide proof?

  When patients returned to care in 2023 for an FET, they were notified a discard consent was required to removed the abnormal embryos from storage, as fees would continue, even after FET of a euploid embryo if these embryos remained.  _________Could they provide document they ever told us that?

   Patients said they could not come to the office but it was explained they could use a notary and return the form. ______Could they provide document they ever told us that?

   Patients were adamant they would not be paying the fees. ___________Boston IVF store it without telling us,and just send us the bill after 2 years.that's why we cant pay it

  It was explained that they could dispute charges once the dispositions were complete.____ Can they provide document any of them ever told us those words?

  No form was ever returned.  Patients were sent to collections and called for RTC appointment in 2025.  _______We cant accept the charges they secretly store abnormal embryos not as before just sent us bills afterwards ask us to ****** doesnt make sense.

   Patients were resent a discard consent and instructions were explained again on 3/11/25.____We asked why they before never store abnormal embryos without our permission,this time suddenly store abnormal embryos without our permission and even without tell us in advance.They have no words to reponse.We ask if we sign the discard consent will they cancel the overcharged bill?they have no words to response.

   

   

• Initial Complaint

  Date:03/15/2025

  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.

  Hello: i didnt owe BOSTON IVF money,they keep sending me bills and debt collection letters said I owed them $3010.98+$1230,the truth is their lab employee made huge mistake,stored the abnormal eggs without our permission even without inform us,but they keep charging us monthly without telling us.Based on our experience,for abnormal eggs they said previous they just abandoned by themselves no need our ************* that they are not supposed charge us the storing fee by their lab employee mistake.

  

  Business Response

  Date: 03/28/2025

  This EAS couple has 3 embryos from 2022 that were not discarded following a dispute regarding poor quality embryos during PGT cycle rebiopsy.  When patients returned to care in 2023 for an FET, they were notified a discard consent was required to removed the abnormal embryos from storage, as fees would continue, even after FET of a euploid embryo if these embryos remained.  TPatients said they could not come to the office but it was explained they could use a notary and return the form.  Patients were adamant they would not be paying the fees.  It was explained that they could dispute charges once the dispositions were complete.  No form was ever returned.  Patients were sent to collections and called for RTC appointment in 2025.  Patients were resent a discard consent and instructions were explained again on 3/11/25.  We still have not received back a disposition consent form to process and the embryos remain in storage.

• Initial Complaint

  Date:08/14/2024

  Type:Order 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 saw Dr. **** ********** at Boston IVF on April 23, 2024. Her financial team asked me to pay the fee of $450 upfront since, according to them, they were not able to reach out to my insurance provider. On May 17, based on a lot of back and forth via phone and email, they, informed me that they would bill out the consultation to my insurance provider. On July 4, I asked if they had reached out to my insurance provider. They never responded to my email. I contacted my insurance provider who confirmed that Boston IVF had never reached out to them. It seems to me that this is a very dishonest organization who are very proactive when it comes to squeezing money out of patients first, and then switch off communication with patients.

  

  Business Response

  Date: 08/21/2024

  Hi,

  See below notes re: complaint #********. The patient's insurance company was very vague when asked to provide/share patients coverage with us.  The ending result we were told no coverage for her initial consult. We were sure to keep her in the loop the entire time and walked her thorough submission of her own claim so that she may try to seek reimbursement on her own.   

  4/16 - Called pt to advise of self-pay status. Pt unaware,stated she called and was told she did have infertility coverage. I advised to call and re-check and get benefits in writing if there are benefits. Advised that in order to keep appt on 4/23 fee of $450. would need to be paid online by 4pm on 4/19. Gave ph # for MD team to be able to call admin if need to cancel or any other appt issues. 
  
  5/3/24- spoke with rep *** and she stated that DX and TX is covered when medically necessary and pt has been trying to conceive for 1 year or more. Authorization requests can be faxed to ************ **************************** ref #mels532024 
  
  5-6-24 ********************************* benefits ************ w/rep **** *. 5/6/2024, ref# joshg050624 recommends predetermination since Exclusion 15 states Dx and Tx are not covered and there is a mandated benefits for infertility DX and Tx covered, (AI & IVF not specified) based on medical necessity. Predetermination can be done by Fax:************ Attention: *********************** email: ************************* and by mail: PO Box ****** Dallas Tx 75380-9025
  Recommendation to pt to provide benefits in writing instead.
  
  5/14/24 -  Pt LVM asking if we were able to confirm coverage and if her partners testing would be covered as he is on her insurance.  I called back and advised that we still have vague info on coverage and it would be best for her to get it in writing.  Told her that since partner has same insurance he would have to pay for his SA when her books it with admin.  Advised that he get a req from the nurses for labwork so he can go to a lab that takes their insurance.
  
  

  Customer Answer

  Date: 08/21/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The business did not acknowledge in their response that they emailed me on May 17 (about billing out the consult) and that I emailed them in July to ask the status of the billing and they never responded. I had to call the financial department again in August to obtain additional information. The lack of communication has been time-consuming and frustrating. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:03/20/2023

  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 just received four delinquent marks on my credit report. This company reported me to a debt collector 14 years after services with them. I have no recollection of signing a contract for these services. My credit is now being harmed, and I would like these for charges to come off of my credit report. As far as I know, there is a statute of limitations for something like this in *************. The company is reporting these charges as a New, when I have never heard of them before, and have not had any contact with the company for 14 years.

  

  Business Response

  Date: 03/20/2023

  To whom it may concern,

  For this situation, the patient's specimen has been housed here since 2010.  The individual has changed their address multiple times and we were not informed. Now that we have a phone current phone number, we will reach out to remedy and have her discard or transport her specimen.

  Customer Answer

  Date: 03/20/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Thank you for your response. I am wondering why there are $4000 worth of bills and when they are from on my credit report. Can you provide me with documentation please as to what these are that are ruining my credit. Not sure what is being housed at the facility. It has been 14 years. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  

  Business Response

  Date: 03/21/2023

  Hi - we reached out and left a message yesterday to return. The former patient will need to sign a medical release form and we will mail out her consent.  She was in collections from 5/1/18-4/30/23 for embryo storage total outstanding balance is $5415.00 because of the statute of limitations in Mass.  We will reach out again this morning to relay this information in more detail. 

  Customer Answer

  Date: 03/22/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

• Initial Complaint

  Date:02/20/2023

  Type:Service or Repair 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 12/20/22 I made a $725.00 payment to Boston IVF for a procedure to take place on 01/06/2023. I was informed that after my new insurance starts on Jan 1st. Boston IVF will charge insurance for the procedure and I will be reimbursed the $725. So I made a $725 payment to hold the date for the procedure. On February 9th I called B-IVF and requested a refund for the $725. I was told it is processing and will about 2 weeks to appear in my bank account. On 2/15/23 I called for a separate issue and found out that I was only being refunded ****** for the procedure that I paid $725 for. They said that I had an outstanding copay and another fee due. They had automatically applied the payment from my refund amount to the pending bill due without my consent (No conversation via phone/email). I never received the bill in the mail showing that I have a copayment due or any other fee for that matter. I did not have a chance to review the bill to agree or disagree with an amount that the company states I owe them. Also I wanted to use an FSA account to make a payment towards the outstanding amount due. The balance due was not overdue. I did not receive any bill in the mail for it. It is unfortunate that Boston IVF is deciding how to spend my hard earned money without my consent. I understand I have a bill due. Yes, I would like to make payments to my bills. However I would like to be able to make the decision of when and how my bills are paid. I can be contacted at ************************* Thank you in advance for your time and help regarding this matter. Patiently waiting for your response. Best, *********************** R.N. Director of Nursing.

  

  Business Response

  Date: 02/24/2023

  a Boston IVF team member will be in touch with you asap to resolve this matter for you

• Initial Complaint

  Date:01/03/2023

  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.

  Even though I have paid my dues in full and on time, BIVF continues to send me erroneous bills of $35. When I tried to speak with the billing department, they admitted that this is due to an error on their part, due to their internal departments not speaking to each other, however I have not found anyone who will take the initiative to follow through this internally to address these erroneous bills. Billing associate insisted that this is not her issue "personally" and that it is another department, which she failed to explain or address or provide names of individuals. She also confirmed that all my dues have been paid in full and on time by credit card. I would like this balance to be corrected and I would like to receive an apology from the billing department for their inability and unwillingness to take corrective action. In the meantime, I will also share my complaint in social media to make patients aware of the issues with the billing department of this company.

  

  Business Response

  Date: 01/09/2023

  Hi *****,

   

  Although we typically charge an administrative fee when a check is returned, we have reviewed this circumstances and will definitely waive the fee. I'll communicate this to our billing team asap. On behalf of the team, we apologize for this miscommunication and truly hope this satisfies your request.