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:12/10/2024

  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.

  Started my IVF journey Dec 2022 under insurance. Had an unsuccessful retrieval in February. The company (formerly Vios) was sketchy never answering their phone. Impossible to get ahold of anyone most days to make appointments. My location eventually closed. I was sent to another one 40 minutes away. This time with no insurance they sell me a top tier $22,000 package that includes 3 retrievals and 1 implant and if I didn't need them all I would be refunded and had to answer now or lose my 20% off. I Started another *** round in May. They ask on Friday if i want a Sunday or Monday retrieval. I said whatever is best I have no clue about the medical aspect. They said lets wait till Monday. I go in June 5th for surgery and they want an ultrasound because the ** was worried on Friday I might ovulate soon. I did so retrieval cancelled. Now I'm worried this place is a joke. Also crushed because they let me ovulate a good egg finally growing on its own properly and they let it go. They said i could start another round immediately and get the egg right behind it. June 6th we start I order all my meds they cancel the round days later. I'm mentally done. I take a break. December 2023 I end all efforts. Ask for my refund. Months of calling and leaving messages turned into voicemail boxes are full and can't even leave a message. I start messaging nurses and other departments on their portals since no direct contact to billing. Finally July 2024 I get a message saying it was approved but only $21,255 and would take 45 days. Nov 7th I ask what is going on its been over 90 days They responded sorry it was issued but never went ill send to who does refunds directly we agree this needs to be resolved ****. Never hear anything. So Nov 30th i send another message. And told on Dec **** they would escalate to management and I will hear back by tomorrow. Dec 7th I say I'm going to the BBB. Dec 10th and still no reply from management. They have had my money for over a year and a half now!

  Business Response

  Date: 12/17/2024

  Dear Ms ************************** let me begin by acknowledging the emotional and physical stress of undergoing fertility treatment and apologize for the experience you have had.
  Your experience is not consistent with the care we aim to provide to our patients and we value your feedback.
  I further want to acknowledge the delay in the refund process that you have experienced but want to personally assure you that your full refund has been issued.
  Please contact our VP of Customer Experience, ****** *****, at ************************************************************************ or ************ directly if you have any further questions or concerns.
  
  
  Sincerely,

   

  Kindbody Fertility 

• Initial Complaint

  Date:06/28/2024

  Type:Billing 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.

  First, billing statements come several months after the services provided. Second, on said billing statements I had 1 that had an incorrect charge. The "charge" was a insurance adjustment reversal for the exact amount that was originally charged. Under that there was the correct insurance adjustment. The final total of that statement was the original charge plus the insurance adjustment reversal minus the correct insurance adjustment. Normally I could contact someone to help with correcting this mistake but despite multiple attempts at contacting the company in various forms of communication I could not get help to correct this issue.By no help I mean I did not have my calls answered despite waiting over an hour on the phone. When having sent a message via the patient portal I received no response despite the message on the portal stating that I would receive a response within 2-3 days. I wouldn't be as worried about the money if this was a small amount of money but the difference is $250. For my family that is an amount of money that heavily impacts our finances moving forward.

  Business Response

  Date: 07/05/2024

  Hi ****, 

  I am so sorry about your experience.  I do see that a ticket was entered and someone from billing reached out.  If this was able to be fixed please email at ************************************ and I will help get this solved for you.  Again I am so sorry for all of this frustration and we are working hard to made our billing system better.  Please reach out to me if you need anything else, and I will make sure I am able to help in anyway I can. 

  Customer Answer

  Date: 07/13/2024

  This issue has been resolved via email with the company. They did make the proper corrections and everything is currently resolved. 

• Initial Complaint

  Date:06/24/2024

  Type:Billing 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.

  Kindbody charged me 200 dollars for a sperm count never gave me results then billed me another 1000 dollars.

  Business Response

  Date: 07/05/2024

  Hi *****, 

  I am so sorry about your experience and I checked your account and do not see any balance on your account.  However if you are still getting bills please email me at **********************************************.  Again we are so sorry 

  Customer Answer

  Date: 07/05/2024

  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/11/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 overpaid KindBody by apx $2508.13 on April 25th. I have tried for weeks to get a refund. KindBody finally responded and stated because they has claims that are pending insurance they are not giving me my money back. We are not self pay customers so upfront payment is not required. Had I not made that payment, I would not have been billed until the claim was processed. This was for an egg retrieval that was done in February, their billing team was negligent in submitted the claim and necessary medical records in a timely manner. I would like my overpayment back immediately. I have met my out of pocket *** and any claims processed will be paid at 100%.

• Initial Complaint

  Date:04/03/2024

  Type:Billing 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.

  Firstly, they deceived me on billing. They took money that I paid for on a service and applied it to other services. Then they rebilled me for service I had already paid for. Several months ago when me and my wife did our egg retrieval. I signed to have my frozen sperm discarded. Under the doctors orders they did not. Weeks later I filled out the forms again. I thought that my sperms had been disposed of. 5 or 6 months have passed. Now they are contacting me once again wanting me to sign to have my sperms discarded. I made them Mail me the paperwork. However, the person responsible did not sign their part so I could not have it notorized and sent back. I need to know that my sperms will actually be discarded this time and know which team member is responsible. So tired of dealing with them and want to finally move on from this bad all around experience.

  Customer Answer

  Date: 05/09/2024

  Matter is resolved. Thakyou for the help.

• Initial Complaint

  Date:09/19/2023

  Type:Service or Repair 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.

  I was a member with ********** Blue Shield-IL (hereafter, BCBS) through my employer, Cision. In May 2021, I moved to a different job which offered healthcare through United Healthcare. Because United did not offer any fertility benefits, I decided to stay on BCBS via Cobra. As part of my fertility coverage under BCBS, I received four (4) egg retrievals per year. In 2021, I had two (2) egg retrievals done at a fertility clinic, Vios, now known as Kindbody (hereafter, Vios). I also had two (2) egg retrievals done at the **************************** System (hereafter, BJC). The dates of service for my two egg retrievals at BJC were on June 24, 2021 and Sept. 18, 2021. My two egg retrievals at Vios were Nov. 19, 2021 and Dec. 15, 2021. For whatever reason, the Sept. 18, 2021 date of service showed two egg retrievals as happening on the same day, which did not happen and is medically/physically impossible. This was a coding error by someone either at BJC or at BCBS - it has never been resolved who made the initial mistake that has caused this entire issue. Because of this coding error, my Nov. 19, 2021 egg retrieval is at issue. BCBS is refusing to pay Vios/Kindbody for an entirely covered benefit of my insurance. **** has threatened me by sending me to collections over a bill that I am not responsible for. The bill is for $2,800. In addition to being a procedure completely covered by my BCBS insurance, in addition, I had already hit my out of pocket maximum for 2021. My true responsibility is zero dollars.When I have called BCBS, they insist that they have paid Vios the adjusted, in-network amount of $1,558.35. While this is not the same amount, it is the adjusted amount for being an in-network provider. Vios received and deposited the check in May 2021 but continues to deny they ever received a check or that it was deposited.

  Business Response

  Date: 10/05/2023

   

  I spoke with two of the billing specialist who worked with the patients insurance company, patient has a zero balance with kind body/Vios.  I do apologize that the patient had this much trouble with insurance company but everybody on my team did everything to get the situation rectified.  

  Customer Answer

  Date: 10/05/2023

  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. I want to emphasize that there was an insurance check deposited by KindBody in reference to this issue, which was not credited to me or my account. It was not until I was sent to collections that they rectified the situation, after 2 years. This was an issue on both sides (KindBody and BCBS) - not just an insurance issue. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/20/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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 first went to Vios in November 2021 after recommended by a friend. My big concern was cost, considering I had to pay for everything out of pocket. I discussed this with **************** and she confirmed the testing and appointment would be $300 **** unless the insurance picked up additional items. She mentioned sometimes, the insurance can help, depending on what they code the items.After all the testing, I was then seen at the beginning of the year. In April 2022, I went in for my first IUI monitoring apt, which was $200. I was then given a bill for ******, where I had to pay in order to move forward. They couldn't provide a description of the charges. Every time after that, I would pay before my appointment. In June, I went in again for another cycle of IUI. By this time, Vios merged with Kindbody. Directly after my IUI, I received multiple phone calls from different people in the financial depending stating I have either a 200+ bill or 300+ bill. Neither were the same and neither could explain the charges. I awaited a ledger, that was incorrect, based on the November apt I had with ****************. In addition, my insurance picked up some of the testing because the office "coded it" a way to allow them too. I spoke to several people where I explained my situation and the inconsistency in their financial records.I have been waiting on a phone call back from the supervisor since July 2022 and I have reached out several times and no response. Not only was I wrongful charged, but one of the financial rep stated that this has been happening since the merge and the Dr. doesn't remember what she tells patients. I received an outstanding bill of $427 and cannot get in touch with anyone. This amount was never discussed nor a ledger was provided. Between communication, falsifying pricing and terrible service, I would absolutely never recommend this company. The care was not provided, as they promised.